Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/06/2024

  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.

  Northside Glass installed a glass shower enclosure last year. They promised that the door sweep could be replaced as needed. This week my wife took our door sweep in for replacement. They sold us one for $8.69. We installed it as directed. It does not work. My wife made three trips to Northside Glass and ultimately was told to open and shut the door many times to break in the sweep. She was barely able to do that and asked for my help. I was able to open and shut the door with great difficulty and ultimately broke a piece of plastic between the pieces of glass by the door. The door still does not work properly. I have called numerous times, exchanged emails with ***, and then today went to Northside Glass myself. I repeatedly asked for the manager to call and he has not. I asked for an owner and was told there was not one available.We need the correct door sweep and the broken piece replaced.

  Business Response

  Date: 12/13/2024

  Northside Glass was contacted by Mrs. ***** to replace the bottom sweep on her shower enclosure.  Bottom door sweeps are wear items and need to be replaced periodically.  Mrs. ***** struggled to get the sweep on the door and functioning properly.  Mrs. ***** came back into the showroom, where I met with her.  I used our showroom model to show her how we replace the bottom door sweep.  After returning home Mrs. ***** struggled to get the door to function properly.  Our team was then contacted by ************************** wanted us to come to their home to service the shower enclosure.  Our team happily wrote up a service ticket and explained that our current lead times are 4-5 weeks.  Mr. ***** became extremely rude and belligerent to our team.  The phone call was very disturbing to one of our team members.  I was out in the field at the time of the interaction with Mr. ************ Our team contacted me and asked that I call Mr. ************ I called Mr. ***** 12/6/24, the phone rang to voicemail, where I left a message for Mr. ***** to call me back.  I have yet to receive a phone call back. I have tried to attach a screen shot from my phone showing the outgoing call that was made to Mr. ************ I have also tried to attach a copy of the service ticket that was created 12/6/24.  This portal is not allowing them to send as the file size is too large.  I am happy and would like to forward them to someone from the BBB so that they can see our attempt to contact and our willingness to service the shower enclosure.  I left Mr. ***** a message from my cell phone to which I would appreciate he call me back on to schedule the service of his shower.  The only thing we ask is that when Mr. ***** does contact us next, that he be calm and collected over the phone as our last experience was not pleasant. If an email address for the representative from the BBB could be provided, I would like the opportunity to submit our service ticket and screen shot from my phone showing my outgoing call to Mr. *************** email is - *************************************************************************************************

  Customer Answer

  Date: 12/28/2024

  What are you talking about?  I have not received any response from the company at all or from you either.  This is definitely not closed from my perspective.  *****

  Customer Answer

  Date: 01/04/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  No one from Northside Glass has contacted me since I filed this complaint.  No one has offered to fix the problem, to replace the broken item, or to come service their work.
  
  Regards,
  
  ***** *****

  
  

  Business Response

  Date: 01/10/2025

  The last communication that Northside Glass has had with this client was a phone call that the client was belligerent on.  His attitude and demeanor were extremely rude to our staff.  We have offered to repair his shower and put him in our que for service.  We would be happy to service his shower.  ************ would like to call the office and activate his service call we would be more than willing to work with him, all we ask is that he remain calm and respectful to our staff.  The office can be reached Monday thru Friday between the hours of 8:30-5 at ************. 

  Business Response

  Date: 01/13/2025

  The last communication that Northside Glass has had with this client was a phone call that the client was belligerent on.  His attitude and demeanor were extremely rude to our staff.  We have offered to repair his shower and put him in our que for service.  We would be happy to service his shower.  ************ would like to call the office and activate his service call we would be more than willing to work with him, all we ask is that he remain calm and respectful to our staff.  The office can be reached Monday thru Friday between the hours of 8:30-5 at ************. 

  Customer Answer

  Date: 01/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  We have already been without Northside's service for 5 weeks.  We just need Northside to repair the piece that broke because we followed their instructions and we will return the faulty product they sold us for a refund. We will get a different company to provide customer service.
  
  Regards,
  
  ***** *****
  

  Business Response

  Date: 01/17/2025

  We are sorry to hear Mr. ***** feels this way.  If he would like a refund of $8.69 we would be happy to offer that option.  Mr. ***** is welcome to bring the sweep back to the office for a full refund of $8.69.

  Customer Answer

  Date: 01/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I accept the response as far as it goes.  I will return the sweep for a refund.  *** had agreed to replace the part which broke because we followed his instructions.  I still would like that replaced as well.
  
  Regards,
  
  ***** *****