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:04/04/2025

  Type:Customer Service 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 23159865, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  Thank you for your response. However, I remain extremely dissatisfied with the way this matter was handled. Had your company clearly communicated its policy of working exclusively with commercial contractors or customers—whether through an automatic email reply, a voicemail greeting, or even a simple response to my initial outreach—this entire complaint could have been avoided.

  
  I attempted to connect multiple times via phone and email, yet received no reply. Ironically, I am an investor in both rental and commercial properties—exactly the kind of client your company claims to serve. Unfortunately, due to the lack of communication, you would never have known that. This silence not only cost you a potential client, but it also reflected poorly on your professionalism and responsiveness.

  
  My intent here isn’t to malign your business, but to inform others of my experience. I would have had no issue working with your company in a commercial capacity and paying accordingly. However, the way this interaction unfolded has left me with no interest in moving forward or recommending your services. A missed opportunity, both for your business and for what could have been a valuable long-term relationship.

  
  While I acknowledge your response, I still find the overall approach unsatisfactory and disheartening.
  
  
  
  Regards,
  
  
  
  ***** *****
  
  
  
  
  
  
  
  
  
   

  Business Response

  Date: 04/04/2025

  Good afternoon, 

  We are sorry to hear that Mr. ***** has been unable to reach us. 
  We are currently only working with commercial accounts and online sales.  

  We do try to respond to messagesregularly as we can. 
  We have checked both our emails and text-message-line; we were unable to find any contact attempts through either to try and reach us. 
  We also checked our online sales, and were unable to locate any orders under the name "***** *****". 

  If Mr. ***** is attempting to reach us regarding local residential glass or mirrors, we would like to point him in the direction of Castle Glass on Miles Rd. to help with his needs. 
  
  If this is regarding online sales or commecial glass, please reach out to [email protected] or (216) 220-9858 which is our text line.