Complaints

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• Initial Complaint

  Date:06/13/2023

  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 had them replace a picture window in my living room. They put the wrong thickness of glass in and also bent the glass stop. I have a huge gap at the bottom which will allow water to accumulate. After sending the picture of this to them by text and 4 telephone calls they are not responding to fixing the glass stop.

  

  Business Response

  Date: 06/16/2023

  In march we replaced a picture window, customer called and let us know she was happy with the install. Customer called in 5/31 explaining she had a glass specialist inform her that we used the wrong thickness of glass on her window and that we "bent her stops." She let me know that her "glass specialist" popped off our stops to measure the glass thickness. I asked her to text us a picture of the issue so we have an idea of what the issue is. She sent the picture Thursday June 8th. I responded letting her know that my measure technician is on the mountain, and that I would talk to him when he gets back that afternoon. That same Thursday my measure tech called her and she didn't answer. He was near her house so he swung by and could see clearly which window has the issue. He determined that it needs the whole glass portion replaced with thicker glass. (stops don't just bend unless someone bends them while trying to pop them off...) My measure tech left her home, came back to the shop and let our boss know what needs to be ordered. My boss ordered her glass replacement that same exact day that she sent the picture. Apparently, my boss did not reach out and let her know we ordered it already, our bad. She then called my measure tech's personal phone over and over and over while he was already out of work, at his home. 

  So, she sent the picture Thursday June 8th, we went out that same day, ordered glass that same day to resolve her issue. For free. Although having a third party does make it kind of hard to determine who bent the window stops, as she called after the install was completed in march and said how happy she was. The stops clearly were not bent at time of install. After her glass specialist pops the stops off, they are then bent.. we are still willing to cover it for free. I was sick for a few days and was not able to let her know we have resolved her issue and her glass is already ordered. First day back to work and I  get this email of her complaint.

  Everything has been resolved the day of her picture being sent. In 2-3 weeks she will have brand new glass, no charge.