Complaints

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• Initial Complaint

  Date:03/28/2024

  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.

  I am restoring an antique window. I needed glass cut and I was nervous about doing it myself. Since the window is out of the house time is essential. I brought the template, spare, (hard to find) antique glass to this company expecting a professional to cut these simple, but arched top glass cut. After waiting two weeks I went to get the 19 pieces of glass. To my dismay none of them fit! I called and emailed to ask what they can do to rectify the problem. Never heard back. I went to the place of business. Spoke to ****** who apologized for cutting the glass straight not arched. He told me he might have some antique glass around and he would recut to match the arch. He never found any glass unfortunately. I received a call from the manager who claimed the glass that I returned was not cut by them! She then told me to come pick up my glass and hung up on me.

  Business Response

  Date: 04/15/2024

  This customer brought in her ******************** templates on 2/28/24 and the estimate was approved on 3/1/24. The work was completed on 3/5/24 and the customer was notified by text and phone call. Between the initial visit and the notification of the work being completed, it was one week which is our normal lead time for shop work. The customer picked up the ******************** on 3/6/24. On 3/7/24, the customer called to tell us that the ******************** was cut wrong. We requested that she bring all of the pieces back to us so that we could take a look. Only 6 of the 19 pieces were brought back and only one of them was cut slightly off. We offered to fix this, but she stated to us that she had already found someone else to cut the glass. It was also determined that the template did not have a curve like she stated. It was then confirmed that our technician did not cut the template. We asked the customer again to bring in the rest of the pieces, and she claimed we had 12 of the pieces. We did not. On 3/26/24, almost ************************************************************************************************************************************ listed as a POC. This was after multiple emails to the customer reminding her to bring the rest of the pieces in. Management reviewed each piece carefully. Management and the shop manager then determined that this was not the product we gave the customer due to multiple amateur cut marks, chips, and cracks. Pictures are attached of the glass and its condition when it was returned to us after 20 days. Beverly Glass has never, and would never release a product to a customer in that condition. Because of this, Beverly Glass was unable to issue a refund. It should also be noted that Beverly Glass cannot guarantee any customer's template to fit in an opening if Beverly Glass did not make the template. Old antique windows cannot be guaranteed to have all of the same size openings, therefore, glass cut to only ONE size template, cannot be guaranteed to fit in all openings, therefore Beverly Glass cannot be responsible for the fit if the glass. Beverly Glass fulfilled its job by cutting the glass to the template provided. Any discrepancy beyond that is the responsibility of the customer. After attempts to rectify the situation with this customer, it was determined that it would be in our best interest to no longer have communication and to kindly ask her to pick up her glass. When management determined that the conversation was no longer productive, this customer was told to have a nice day and ended the phone call. Beverly Glass has all records of communication and events that occured if requested, as well as more photos of the glass.