Complaints

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• Initial Complaint

  Date:08/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  
  

  First all the tech never told the office that he broke it, second as I spoke to the office lady she said she had a employee that worked there 20 years that they could send a tech back out to get this long term employee to fabricate a new one, but they just let it go. I’m trying to figure out why they just take the bottom window and frame back to shop and fix it properly especially When what you paid for could’ve put a whole new window frame and all in as a full replacement window single sash.  Very poor quality of workmanship and customer service follow up when she offer to try to fabricate one. 

  
  

  ************* Complaint: ********

  
  

  I am rejecting this response because:

  
  

  Regards,

  
  

  ***** ****

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 09/12/2024

  I did not receive a previous complaint from the BBB and just received this in todays mail. We have had mail stolen out of our mailbox, have a police report, so perhaps that is what happened to the first complaint.

  When a glass company goes to measure or replace an insulated unit in a house , they have to take off the thin plastic stops in order to do that. They have a flat front but on the back is a L shaped piece that goes between the glass and the frame that is usually pushed in at the time of sealing the unit. The older the plastic gets, the more brittle it becomes. Often when it is removed ,it breaks or chips due to age or because the one piece is glued with the sealing of the unit. All glass companies try to be careful when removing these stops, but they often break. We usually tell the customers that if it breaks, and we don't have any replacement stops, then we will just do a caulk bead around the unit. They make thousands of different designs of stops and many are discontinued, and that is why we just use the caulk . ********, in the office, said we do have some standard stops and we could send them, however they may not work on your window, which they would not. 

  As far as the higher price?, he was not charged a higher price. I am the accountant, and i actually asked the office girl, why when the job was in ************ ** was he not charged more for the service call when i was entering the invoice into the system. He was actually charged a service price for doing the work here in ******, where we are. 

  The stops would have absolutely nothing to do with the safety of the window, so have no idea what the mention of the 4 children is in reference too.

  We have been in business with the same owner since 1987 so we do know what we are doing and have come across this problem with stops on numerous occasions. We do try and make our customers happy, however some employees are better than others with customers. I have been here for over 28 years , and in that time have had many different employees. 

  I am sorry that *** *****s job did not go as smoothly as he expected, and that he is unhappy with our company. 

  Business Response

  Date: 11/21/2024

  We completed *** **** on 9/25. He actually said "oh, thank you so so much"  Before completing his job, we sent a tech that has been with us over 20 years. We ordered new stops, per the owner, for *** **** at our expense, and there is a minimum order of 25, so rather costly , and we will never use, so that is why i originally said if customers stops or old and brittle and break, we just go back with caulking, as most glass companies do.  We normally do not order the stops because of the minimum plus they are long, so the freight is high also.  *** **** told the tech the color was not right, but tech showed him that is because his are old, and the new ones are darker and *** **** agreed.  So i guess he didn't write to tell you that he was satisfied with the installment. Just wanted to give you an update to let you know IT IS RESOLVED.