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:01/22/2024

  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.

  Good Day,In Sep 2022, I was charged $780 to replace the glass in one of the large picture windows of my rental house in *******. The workmanship was of poor quality. For a year, I communicated with the company to repair the issues (including meeting a representative in Sep 2023), but they refused to repair it, and instead, just offered a myriad of excuses. Here is my review of the work, along with an attached PDF file of pictures. 1) The glass spacer color is incorrect, and does not match the other windows in the house. It is silver instead of white. The company would not change it. The representative told me that it is only available in silver, and not white. So I then asked him why the old glass spacer was white. He said that it was the original window, and that only newly installed windows are available in white. This is not true, as I told him that the old glass was also a replacement, which was available in both white and black. He had no response.2) The glass pane was not built to the correct dimensions. As a result, the inner spacer is sticking out beyond the frame and into the viewing area. Also, the inner spacer is not straight. They would not fix it. The representative tried to tell me that they purposely cut the glass a little smaller to make it easier to install and center. This is not true, as I showed him how the window was not centered and actually pushed all the way to one side. As a result, only one corner of the glass lines up correctly. The other three corners are not aligned and look different. Again, he had no response. 3) The installation glue was applied in a messy manner and smeared all over the window glass. They would not even offer to clean that up. The representative said that it had to be that way to create a proper seal. This is not true. The glue doesnt have to be smeared all over the viewing area of the window to create a seal. It just needs to be thoroughly applied under the trim and frame of the window.

  Business Response

  Date: 01/27/2024

         My name is *********************** and I own S and S Glass ** for over 17 years and have been doing glass work since ****. We did a simple double pane glass unit replacement at the address in ************* for a property management **. that we have done work for over several years and It was a standard type repair of ordering a new insulated unit from one of only 2 suppliers that we have in our area. We had no problems and it was finished and no indications of any issues until about a year later when the Owner **ntacted the property management ** and said there was something that he didn't like and wanted to meet someone there. I meet the man at the house and He pointed out the air spacer between the glass was not the same **lor as his other ones. I told him that our suppliers only have silver or black spacers and that was only choices. The windows in his house had some gray spacers and also some were hollow and didn't have anything for **lor, I pointed that out as I left but He had no **mment to why that was. Again we only have access to those 2 **lors and rarely have anyone say much as Its the only way we can fix the window and every glass shop in ******** uses these same suppliers. We get the standard 10 year warranty against fogging from these suppliers so these glass unit replacements are a better glass unit that the standard builders grade window in the majority of homes. We will not be giving any refund as this is quality workmanship and we wouldn't be having the amount of work we do if we were doing poor work. We do work for 40 percent or more of realty people in *** area, Thank you

  Customer Answer

  Date: 02/04/2024

  
  Complaint: ********
  
  I am rejecting this response because I don't believe this was quality work and the company refuses to take accountability for it.

  First, contrary to what the S&S Glass Company website says, the company is not BBB Accredited and has not attained a superior rating.  I confirmed this with a BBB rep,who also reviewed the website.

  Second, while I appreciate the long-lasting existence of this company, this doesnt mean that the company is immune from making mistakes.  Seniority doesnt equal quality.  Mistakes will always happen,but I always believe the best measure of business character is how a company reacts to mistakes.  Overall, I believe this company lacks customer consideration skills and has poor customer complaint resolution procedures.  ************ didnt take my concerns seriously, didnt attempt to mitigate or resolve any issues, and continued to state mistruths and make excuses for their mistakes.  Additionally, if the company couldnt meet the specifications of the job, then they should have contacted me first with proposed changes, or not do the job at all.

  The company owner keeps repeating the same thing about the unavailability of white glass spacers in the local area.  Again, this is not true.  I only have white spacers in my windows.  I did continue to question him as to why this is and asked questions about the current existence of white spacers in my other windows and other homes.  I also reminded him that the glass he just replaced was replacement glass with a white spacer.

  Furthermore, recall that there were also issues with the sizing and misalignment of the glass spacer, and the application of the installation glue.  The simple fact that the company smeared glue on the glass, left it like that, and would not even clean it up at the customers request,again, just demonstrates the poorest of workmanship and customer service.
  

  Again, please feel free to review the attached pictures.
  
  Sincerely,
  ************

  Business Response

  Date: 02/14/2024

  I will respond one more time to try and clarify our position but, this is a very simple glass repair and again the fact that the air spacer is a different color is not a concern to us or any glass shop. We are simply repairing the glass unit and this is not a attempt to get a DNA match on a window which we can not do. Again we only get a silver or dark bronze spacer from one supplier and a black one from another and these are what every glass shop in this area have access to. Glass repair is different from a new window. If you want all new windows in your house you get whatever color spacer that company uses when they make the windows and unless something happens at the point of install then that company will not fix a broken glass months or years later so you will have to go to a local glass shop if you want your window fixed if it breaks, At that point you will get something that is as close as possible to what was in the old window but, since ever manufacturer uses their own material and there have been hundreds if not thousands of companies making windows over just the last 40 or so years its absolutely impossible to get a DNA match on any glass replacement. if having a certain color spacer is that important then my suggestion is to start calling every glass shop in town and tell them what you want and see what they say but, If you don't want to put a board up in your window or change every window in your house to new windows then you will need to have what is available in your area. This is my final response, Thank you  to the BBB people for taking the time to listen to such a trivial complaint. Fortunately this is the first time I have ever heard of this and hopefully the last.

  Customer Answer

  Date: 02/28/2024

  I understand that the S&S Glass Company has no intention to provide a refund, so I will just quickly address the company’s new response and assertions.  To start, I actually would like to thank the BBB staff for their service in documenting both the great and not-so-great performances of companies, and working with consumers to help resolve issues.  Notice how this company owner mocks the BBB about pursuing this “trivial complaint”, which just further demonstrates the unprofessional nature of this business.  I appreciate the fact that the BBB is doing a thorough job, because this is not a trivial matter.  Please note that the owner keeps focusing on the color of the spacer, but still hasn’t addressed the larger issues of incorrect sizing, misalignment, and improper sealant applications.  And as for the color, now the company owner says that the spacer color doesn’t concern him and I normally don’t have a choice in the color of the new spacer.  Again, I don’t believe this is true.  It might take a little more work and consideration, but you can get the correct color.  As I said before, I had no problem replacing the glass and spacer in previous years with another company.  They had all colors available, including white.  The tint might be a little different, but a company should be able to match the core color, even if it means that they may need to explore another supplier.  That is what a company should do for their paying customer.  It is just astonishing that this company hasn’t tried to do anything in order to make their customer happy.  Anyways, I will leave it at that and let you, the consumer, to make your own determination after reading this complaint.  Have a great day!