Complaints

This profile includes complaints for Cincinnati Glass Block Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cincinnati Glass Block Company

  12100 Mosteller Rd Ste 400 Cincinnati, OH 45241-6405

  
• 

  Cincinnati Glass Block Company

  Serving the Dayton/Miami Valley Area Dayton, OH 45402

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:10/08/2024

  Type:Product 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.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ********* ****
  

  Business Response

  Date: 10/09/2024

  When **** **** called about the issue, we had our representative of 40+ years inspect the product and application.  It was determined that movement in the foundation is what caused the flaking of the glass blocks and it was not an issue with the material itself.  

  I had the pleasure of speaking with **** **** after our representative had made the evaluation and explained why it was not covered under the warranty.  We offered replacement at the wholesale price (which we will still honor).  

  I explained further that the breakage from an outside force was not covered under our warranty.  Examples would be vandalism, rocks thrown at the windows, and other intentional or accidental damages.  We remain confident that should our windows be undisturbed by these outside forces that our product will remain unchanged.  

  We do cover defects under our warranty, and per our inspection this is not the case in this situation.  Evidenced by the 2 widnows, built at the same time, from the same batch of material, and installed at the same time as the 2 affected windows - remain in original condition.  

  **** **** did tell me she was going to make a report on BBB, to which I had no objection to and let her know that we would still be willing to replace her windows at the wholesale price.

   

  Customer Answer

  Date: 10/21/2024

  They did not honor the original warranty to replace windows if defective. They handed me the new contract that now states it. I said don’t want the new I have the old original.  The sales person read the original contract while at my home and said he would take pictures of this contract back to the owner. No where was it stated anything about the house settling would cause the glass to peel. He stated multiple time the original glass company was now out of business. I stated multiple times that was not my problem. The old warranty should be honored. The owner now is not the original owner. There was no rocks thrown at the windows they have been behind bushes for 20 years. The glass is peeling off in pieces. I don’t believe they expected me to have the original contract considering the salesperson stated I applaud you for holding onto that. Honor the contract commitment made in 2003. 

  Business Response

  Date: 11/11/2024

  I am sorry that we cannot reach an agreement on your issue.  I can only repeat my prior response.  The glass block did not fail due to any manufacturer's defect and is therefor not covered under our warranty.  

  Customer Answer

  Date: 11/20/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  The original warranty in my possession has a 25 year warranty. Does not list the reason the salesman gave or current owner gave for the glass cracking and peeling off windows. They refer to their new warranty which does. I have the original warranty from original owner and it should be honored by current owner. The original glass company went out of business which is not my problem.  The windows should be replaced at no charge to me and we can both go our separate ways. Should not be in business if you don't stand behind what you sell. 

  
  
  
  
  
  Regards,
  
  
  
  ********* ****
  
  

  Business Response

  Date: 12/05/2024

  Unfortunately, we have not retained copies of the original executed contract beyond the required term.  We have seen and do acknowledge the customer has the original contract and that it does state the 25 year warranty included.  

  However, the warranty only covers defects in material and workmanship and the breakage experienced by the customer is not a result of any defects in the material or workmanship.  

  Attached is a full version of our warranty from ~2008.  The manufacturer's warranty from that era, the current manufacturer's warranty, and a copy of the recent estimate for replacement, along with the not showing the adjustment from retail to wholesale for this customer.

  Customer Answer

  Date: 12/07/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  The new owner is not honoring the original contract I have in my possession from 2003 from the original owner. The glass company is no longer in business for a reason. Not my fault. I have no interest in the new version of the contract and it is not my fault the new owner did not maintain copies of the original version I did. Honor the original contract. 

  
  Regards,
  
  
  
  ********* ****
  
  

  Business Response

  Date: 12/11/2024

  The reason we are denying
  this claim, quite simply is spelled out in the first paragraph of the warranty
  card.

  
  "What is Warranted?:  The
  glass block windows and ventilators, if any, installed under this contract are
  warranted against defects in
  material and workmanship in fabrication and
  installation".  

  
  The damage to our product was
  not caused by any defects
  in material and workmanship.  

  
  It takes an outside force acting upon the product to cause
  failures or breakage. 

  
  At this point, we are withdrawing our offer to replace the
  damaged product at wholesale price.  If you want us to replace the damaged
  products, we will happily do so for the price originally quoted on 9/19/2024 of
  $694. 

  
  

  Customer Answer

  Date: 12/17/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  There was no outside force on the windows. They have been hidden behind lilac bushes for quite some time. If it was an outside force it would have had to have gone thru the bushes which we would have heard or seen. The bushes were cut down due to the drought and the glass peeling off was discovered.  Cincinnati Glass Block resents the fact I kept all documentation including original warranty. That's why the new owner keeps referring to the new warranty. And the ********** Glass Company went out of business so there is no fall back to them. ********* ****

  
  
  
  
  Regards,
  
  
  
  ********* ****
  
  

  Business Response

  Date: 12/30/2024

  We don't resent you keeping your paperwork.  We are glad you did, and wish all customers did.  It makes future service easier to provide whether covered by the warranty, or in your case - not covered by the warranty.  

  A projectile impacting our window is only one example of "outside force", it does not define it.  An "outside force" is any force that acts upon an otherwise stationary object.  

  The damage you have is caused by the two adjacent blocks being forced into one another.  They were not manufactured broken.  They were not installed broken.  The breakage happened after the installation and could be caused by any number of things - none of which are covered under the warranty.  Examples could be the existing frame is rusting and swelling.  There could be a crack in the foundation causing movement adjacent to the window.  These are the two most likely culprits - the resulting damage of neither event is covered by our warranty.  

  Our product will remain in its original form so long as it is not acted upon by an outside force.  We stand by this with our 25 year warranty. 

  Our current warranty makes clear what is, and what is not covered under the warranty because we agree that physics is not the simplest science to understand.  It is in no way any different in coverage or exceptions to the warranty you have, or warranties of shorter durations that preceded it.

  I'm not sure what more we can do. 

  Customer Answer

  Date: 01/01/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  Once again it is old warranty vs new warranty. The old warranty may not be as specific as the new warranty. But it is what it is and it should be honored by replacing the defective windows. 
  
  
  
  
  Regards,
  
  
  
  ********* ****
  
  

  Business Response

  Date: 01/14/2025

  
  I apologize for the delay. The weather really backed things up here and I’m just now starting to get
  caught up. Not that this isn’t an important issue to address, but I was unable to find the time to develop
  a thoughtful, easy to follow explanation. Please look this over and let me know if you better understand
  the cause and effect.
  I will get the APA sent to you soon as I have a few minutes to do so as well.
  Sincerely,
  Greg P*****

  Customer Answer

  Date: 01/16/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  I don't understand this request. I would need to pay another company to give an opinion on the window defects?  Why would I do that when there is a warranty from 21 years ago not being honored. I understand the new warranty is different, but I have the old in my possession that should be honored no matter how poorly it was written that many years ago. 

  
  
  
  
  
  Regards,
  
  
  
  ********* ****
  
  

  Business Response

  Date: 01/22/2025

  I'm sorry that you're comprehending our responses. 

  From your "25 YEAR LIMITED WARRANTY":

  "What is Warranted":  The glass block windows and ventilators, if any, installed under the contract are warranted against defects in material and workmanship in fabrication and installation."

  It is an absolute fact, without a shadow of a doubt, that the block is not defective.  What you are experiencing is absolutely not a defect in any material or workmanship.  

  The breakage you are experiencing is caused by an outside force acting upon the window. Our determination as to how this damage occurred was explained in our prior response.  

  This damage is not a result of any "defects in material and workmanship in fabrication and installation." 

  We have been installing glass block windows for over 40 years.  We have installed our products in more than 100,000 Tri-State homes and businesses. We stand by our product 100%, and if this were a defect, we would certainly cover it under our warranty.  However, this damage is not a result of any defective material or application, and thereby is not covered under our warranty.  While under no contractual, or warranted obligation to do so, we offered to replace the window at a reduced rate, which you declined. 

  Our conclusion is final and based on more than 40 years of experience.

   

  Customer Answer

  Date: 01/22/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  the windows have been hidden from view for the last 21 years. They just became visible from the outside when we hand trimmed the bushes back due to the drought. There was no outside force that caused the damage. Do better. Stand behind the original warranty from the original owner. ********* ****
  

  
  
  
  
  Regards,
  
  
  
  ********* ****
  
  

  Business Response

  Date: 01/14/2025

  
  Please see the attached explanation document

• Initial Complaint

  Date:03/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ***** ******
  to call me. When I didn't receive a call back, I called on March 21, 2023 and was told I would receive a call back, which the salesman called and stated that they wouldn't do anything for our ceiling. I then took it upon myself to investigate the area in question further and found that from the original installation, the original mortar from the windows was removed above the window to allow the installation of the glass block windows, which allowed the sill plate to be exposed. I understand that this needed to be done for the installation and if the installer would have stated that we needed to caulk above the window to seal the sill plate to prevent moisture, we would have done so. Even though I feel that that should have been performed by the window installer. We wished to prevent further damage, so we did apply a material to the area so no additional damage would occur. In the 58 years of this house being built, we have never had damage to our ceiling from rain or water.

  Business Response

  Date: 04/05/2023

  We have reviewed the project and believe the moisture is coming in somewhere beyond the glass block and explained as much.  The steel lintel above the window is an angle with the vertical leg hidden behind the brick and above the window opening. The intent of that original steel lintel is to both carry the weight of the brick above the opening and force any water that naturally passes through the brick to the exterior of the window opening.  The problem is not glass block related, but an issue with the masonry wall above.  We recommend tuck-pointing any existing cracks in the brick and masonry joints, then applying a water based sealer to the wall.  This is not a service we provide, nor are we responsible for.  

  Business Response

  Date: 05/04/2023

  We've arranged a time Mrs. ****** to evaluate the project.

   

   

• Initial Complaint

  Date:10/10/2022

  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.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below. The company has not reached out to fix the problem and it has been over a week. 
  
  
  Regards,
  
  
  
  ******** *****
  

  Business Response

  Date: 10/20/2022

  We acknowledge the issue with this project and are working to resolve it.  We will reach out to the customer and schedule to have the damaged blocks replaced next week.  

  Business Response

  Date: 10/26/2022

  Calls we've made to schedule this service, to the number we have on file for this customer have been met with the message that the voicemail box is full and therefore have not been able to leave a message.

  We're eager to get this corrected, and would appreciate either the customer clearing their voice mail box, or reaching out to us directly to get the service scheduled.  

  Customer Answer

  Date: 10/30/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  

  I have received voicemails from others. I had to contact the company to schedule the fix of this problem. I would like to problem to be fixed and a refund. 
  
  Regards,
  
  
  
  ******** *****
  
  

  Business Response

  Date: 12/15/2022

  The repair has been completed.  We apologize again for the inconvenience.  

  Customer Answer

  Date: 12/24/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  Still waiting on a refund! 

  
  
  Regards,
  
  
  
  ******** *****