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:10/29/2022

  Type:Billing 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 a small window terrarium that needed 2 windows reglazed . After many phone calls , ****** finally came out & looked at it I asked for an estimate ,no estimate . I mentioned it would be coming down soon because I was getting new siding ,he said call us when it is down because he would have had to do it leaning over a sink . I called several once it was down ,2 men finally came, again I asked for an estimate , no estimate .They were here for2 hrs ,using clear caulk on everything ,then I was shown an invoice only saying reglazed windows & was asked to sign it, I thought it was to say yes the work was done , I asked how much & was told the office would call me with a total. I was called 2 hours later & was told the invoice was sent to my email .I had a shock when they told me $465 .I looked at the invoice only thing added was the amount .I paid the bill in good faith .( my mistake ) I emailer several times asking for an itemized invoice & was ignored .Called several times & was sandbagged ,went in in person, found out I was charged for 1/2 days work & they still wouldn't itemize it.. Asked for a credit for another small window to be fixed ,they told me they would send someone out to measure the window for free but it would be $150 to fix it . Then was told the charges were fair & **** would call me back . And of course no phone call .I think they were deceptive on 3 fronts. . They would not give me an estimate beforehand , they would not itemize so I know what I was being charged for .& expecting me to sign an invoice with no charges on it .Very shady . I am on a fixed income & would not have had the work done if I knew they were going to charge me that much for such a simple job .

  Customer Answer

  Date: 11/17/2022

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by Dodson Glass and Mirror regarding complaint ID ********.
  
  Regards,
  
  *************************
  

  Business Response

  Date: 11/22/2022

  Complaint ID# ********

  
  

  
  

  
  

  
  

  Dodson Glass would like to respond to ******************** account of the work performed at her home on September 30, 2022. **************** contacted our office and spoke with the Residential window department head (*****) and needed help with her project very quickly to allow her contractor to be able to reinstall the window while he was working at her location.  ***** explained that Dodson Glass would not be able to quote the project before seeing it and it would be priced as a "time and material" project.  **************** thought we had visited the site previously, however, our records did not indicate this. **************** agreed to proceed with doing the project on a time and material basis.  Once we arrived at the site, we found the window had been removed by another contractor who was working on the project. **************** asked Dodson Glass to reglaze the window. There were five double pane insulated glass windows in this garden window.  We removed the insulated glasses and reinstalled and resealed properly.( **************** said there were two that we worked on in her complaint, however,  we did all five.) **************** was asked to sign the paperwork indicating that our men had completed the project to her satisfaction. There was no price on the paperwork, due to the fact that our installers do not price jobs. **************** states that we were at her property for two hours. This is not the case: our vehicles have tracking devices and show Dodson Glass was at her property for 2 hours and 36 minutes (not including the travel time to and from her job) **************** was charged for 2 men 3 hours each. Below I will show the breakdown on cost for this project. Dodson Glass labor rate is $75. per hour per man, including travel time. This is $20 per hour per man less than our local competitor. Once the project was completed, ***** contacted **************** to collect the payment for the project. A credit card was given over the phone.  **************** came to Dodson Glass to ask for a breakdown and was given the information by our manager *********************. and was shown she had been charged correctly and fairly. Dodson Glass values our customers and strives to do the very best work possible at a very fair price. 

  
  

  Breakdown of ******************** project:

  
  

  2 men/ 3 hours each = 6 man hours X  $75 per hour = $450.

  1 tube of silicone= $15

  Tax = .80

  total invoice = $465.80

  
  

  Thank you for allowing me to respond to this complaint. I hope this is helpful to resolve ******************** doubts.

  **************** was charged fairly.

  
  

  Thank you,

  DG Dodson

  Dodson Glass & Mirror Inc.

  1117 ******************

  *************** ** 22902

  Customer Answer

  Date: 11/28/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************

   

  For the record the workers came on my property from 10a -12 p & the shop is less than 10 min. from my home .Also the windows were not insulated & are single paned.

  You should itemize your invoices as a  standard business practice & not expect a client to sign a blank invoice .

  No further action is needed.