Complaints

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• Initial Complaint

  Date:04/18/2024

  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.

  A Pane in the Glass was hires to replace several window panes uuing a previous owner invoice. An invoice price was provided by ***** to them. Later after we was settle a bit. I called the number on the invoice. ***** told me he was the owner. ***** came to our home and said he could not honor the previous price because of the date. We had been told by my agent the price was good for one year. So we asked what would the job cost? We agreed to new cost. However, during our conversation l asked what kind of glass/pane it would be and what was involved.He explained it would take very little time to install. Also, he was to replace 4 panes in different area of the home with the double pane glass.The installation didn't go well. He removed all the front kitchen windows instead of just the panes. I asked him what was happening because l knew that wasn't right. He didn't have his invoice with he before starting. Upon me speaking up he return to his truck and read the invoice Finally, he began working. After about a month, the weather turned very cold. The large window pane seems to have alot of air coming from that window and sides. I called ***** several times and left messages.He finally called me back and l tried to explain the problem as better as l knew how. He seen to be annoyed and anger. He stated he would only return if l paid extra service call. I said no and I told him according to what he gave me. He would return if there was a problem. I said him to call me later so we could schedule a return date for the repairs. ***** called me and it lead to many texts exchange with no resolution. This went on for months. This needs to be resolve before end of invoice date.The work was completed around 11-23-2023. He was paid in full. I looked on the company review pages and there is the same thing on it that happen to me.*****************

  

  Business Response

  Date: 04/23/2024

  A Pane In The Glass gave an original bid To ***** and ********************* for glass replacement only,  due to fogging in between the glass. This was part of a real estate sale transaction. ***************** was given a credit from the sale of the home to allow her to get these windows fixed. ***************** called us to get the work done and asked every question imaginable what we were doing and everything was thoroughly explained to her multiple times that this job was for glass replacement only not full window replacement. Our policy is and always has been that bids are only good for 30 days once given and her real estate agent told her it was good for one year. I have no control over what a real estate agent tells their clients. The original bid was given on December 11, 2022.  ***************** ordered to work to be done in October 2023. We arrived on November 10 to install four pieces of glass. Upon arrival, the only confusion was the placement of one of the units in the front window breakfast room window, which was confused for the dining room window. We removed one sash and took it out to the van to reglaze to realize it wasnt the correct one so popped the sash right back into place. The glass was not changed out in the sash. Nothing was taken apart or dismantled. All operable window sashes are easily removed and reinstalled. ***************** and her significant other watched me and my partner the entire entire time we worked and asked questions the entire time. I couldnt explain the process any easier. She still could not understand. It took us less than one hour to install four pieces of glass. I have sent her video reminding her and showing her the process of replacing a piece of glass in a vinyl window, to refresh her memory of her watching us do the entire install. I received numerous messages from her complaining about her windows being too cold one month later when the weather actually got cold.  Upon installation, the weather was warm and she had just moved into the house. One month later, it had gotten extremely cold and she informed me that her house was never that cold before ,when she never lived there when it was cold. Her windows are older vinyl windows , and we did not replace the windows or frames only glass replacement in her original frames. This process involves removing glazing bead, cutting out the old glass, silicon and new glass in and reinstalling the glazing bead. I explained to ***************** numerous times and she still believes that we did a bad job and didnt do it correctly. I have been installing glass for over 30 years and have a impeccable customer satisfaction record. I told her if if I had to come back out and show her everything again, that we went over and that there is nothing that we did that wouldve caused any air infiltration in her house  That she would need to pay an $80 service call.  I informed her to please call another glass company to get a second opinion. She refused to do so. There is nothing further that we can do for ****************