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:11/29/2022

  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.

  I have contacted Dulles Glass and Mirror for over two months. Many times and many different ways. They keep asking me to send pictures then the response falls on death ears. They installed my glass shower last year but the handles have been peeling off. As you may see from the pics it has bled onto the plastic strip. This is a defective product, to say the least. I have attached the latest email with pictures. Thank you for your support.

  Business Response

  Date: 12/13/2022

  The customer did reach out to us and due to a software issue the customer's complaint was lost. We have contacted the customer and the door pull will be replaced under warranty. We are very sorry for the inconvenience.

• Initial Complaint

  Date:11/09/2022

  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.

  In July 2022 I ordered custom-made glass tops for three furniture items and the salesperson ***************************** (who is no longer employed at Dulles Glass and Mirror) recorded the dimensions incorrectly. I requested two pieces that were 24 x 19 each, and one piece that was 68 x 19. Unfortunately, ****************** added to the length and width of each of the three pieces. After I signed the contract and looked more closely at the incorrect measurements I contacted her and asked her to correct them. When the glass arrived, the dimensions were too large – as they were the inaccurate ones she recorded. I reached out to her by both phone and email several times after receiving the pieces of glass to share my concern, and she elevated my complaint to Pat S****. In email exchanges with Mr. S**** I told him that in addition to the sizes being incorrect, the edges were not flushed as I had requested but pointed and sharp which caused scratches to the surface of my skin. As I told Mr. S**** the pieces are unsafe and unusable. I also spoke with Juan in accounting at Dulles Glass and explained my concerns and offered to return the glass to him but he said they would not be able to do anything with the custom-made glass tops so I am still in possession of them. I sent a dispute letter to my credit card company outlining the above details. They contacted Dulles Glass who then submitted a response to my credit card company which is not true. Among the inaccurate statements they wrote “Customer never contacted us stating there was something wrong with the order,” when in fact I left voice mails, emails, and spoke with ******* ******* probably eight times following the delivery of the glass pieces, spoke with Juan in accounting two times, and exchanges about three emails with Pat S****. I would like Dulles Glass to take some responsibility for the inaccurately recorded measurements and provide financial relief for the total amount charged of $494.66.

  Business Response

  Date: 11/22/2022

  This order was placed using our interactive proposal. Glass type, sizes and options are shown and can be changed by the customer there during the process. The customer confirmed everything there, our terms and conditions must be agreed to during the process and payment is taken there. The final review of the dimensions is the customers responsibility and our staff can help but would not have access to the final measurement of what size is needed by the customer for their intended use. The glass enters the fabrication process early the following business day so changes aren't possible at that point. We have no record of any communication after the order was placed until about a week after it shipped. Per the terms and conditions of the approved interactive proposal we consider this matter closed. Thank you.  

• Initial Complaint

  Date:09/21/2022

  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.

  We bought dance studio mirrors from Dulles Glass and Mirror totaling up to $7,000+. Within 5 years the glue spots from behind are eroding ALL mirrors and the glue spots are becoming darker. At first, I called the company and no one was willing to help. I then started posting reviews with pictures and that is when the General Manager, John F********, reached out. The company kept claiming the mirrors are eroding from environmental damage at our studio. When asked what that means, we were told it can be moisture in the walls and the product we use to clean them were the main factors. When John, the General Manager came out to our location and measured the moisture in our walls, he said they were within normal range. I also showed the Ammonia-Free Mirror cleaner we use. He did mention the numerous black dots (that are symmetrical) is rare to see. I have been in the Ballroom Dance Industry for 20+ years and have never seen this happen. However, John and the company emailed us afterwards stating again, it was environmental damage and they will not fix anything. This is clearly a manufacturer defect. Pictures below will be attached. We rent our space out for wedding receptions, quinceañeras, dance events, etc and our overall look is extremely important. The mirrors are becoming so ugly it is affecting our business. What do we want? We want them to fix this and stand behind the fact that their product has a defect. $7000 for mirrors that couldn’t last 5 years. I had a different company in 2020 install mirrors in my office and walk-through closet. They provide a 1 year installation warranty plus a 5 year manufacturing warranty. Totally different experience. How do we resolve this?

  Customer Answer

  Date: 09/27/2022

  Attached is the receipt of the mirrors that were installed from Dulless Glass and Mirror.  It says nothing about a warranty.

  Business Response

  Date: 10/12/2022

  Hello,

  Dulles Glass reviewed this complaint along with the reviews posted and visited the project to inspect back in April. (One of which is attached) 

  We explained that we only use high quality mirrors and approved quality adhesives. We also explained the common causes of mirror deterioration and that they void most mirror warranties. We reviewed the installation, the mirrors and checked the walls for moisture. The customer showed us a can of glass cleaner that does not contain ammonia. Assuming the mirrors were only ever cleaned with this cleaner and finding that there was not excessive moisture in the walls where the mirrors were installed can eliminate two of the possible causes.

  There are however numerous possible causes of mirror deterioration and they mostly concern the environment the mirrors are installed in or how the mirrors or surrounding areas are cleaned. 

  Moisture, harmful chemicals from paint on the walls or harsh cleaning solutions including ammonia, lime from drywall or masonry can leech and attack mirror backing. These exposures void mirror manufacturer's 5 year warranties.  These mirrors were installed on a combination of painted walls and unpainted walls with exposed drywall, joint tape and joint compound.  These mirrors were installed with safety backing that has circular cut outs in it. The areas where the deterioration was appearing were in the cut out locations where the safety backing does not cover the mirror backing. 

  We offered a proposal to remove and replace the mirrors noting that if defects were found with the mirrors or adhesives during the removal process, the proposal would then be adjusted accordingly but the customer would still be responsible for the labor costs.

  The customer refused this offer.