American Screen & Glass, Inc.

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have
reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[redacted] has responded that they have contacted the consumer and resolved the complaint

I have used American Screen & Glass in the past for some screen door replacements. Work was done properly without much issue.
I requested an estimator from American Screen and Glass to come to our home and advise on the cost of replacement rollers for two sliding glass doors. The estimator provided an analysis and estimate. $333.00 total for two sets of replacement rollers. One for our living room glass door and the other set for our basement glass door. I was told that unless the rollers were in stock to expect a two week turn-around. I place the order on 6/29/16.
I'm contacted that Friday, 7/8 and schedule an install for Monday the 11th. Workmen arrive. After 20 minutes they determine that they do not have the correct rollers. (This same problem occurred with out neighbors who used AS&G for their replacement rollers.) I ask them to have a manager call me. No call. I give the company some time and wait until the following day to call. I am told that they need to contact the manufacturer.
I allow a week to pass before calling the company. I am told that the rollers did not arrive on the latest scheduled delivery. I ask that at the very least they contact me with updates as a courtesy. I request that a manger call me.
I did receive a call a week later on 7/21 from a manager with the news (you guessed it!) that the rollers did not arrive on the most recent Thursday shipment. I was told by the manager that he would contact me weekly with updates. I told him if it was easier that he could contact me via Email. All good...
I wait another week. No updates. At this point my frustration level has peaked. I call on 8/1 and request an update. I am told that the manger has my paperwork and so they are unable to lookup my info and provide a status on the order. All of a sudden a company who can provide invoices via Email in PDF form is now unable to access my account info and the status of my order because a manager has all of the paperwork. I am told that a manager would call me with an update.
The next day on 8/2 I call to cancel the order. I am told OK. That's it! No; 'Let me process the refund on your credit card and provide you with a confirmation number.' No; 'Gee we're sorry it didn't work out.' Nothing. I tell the person on the phone that I need some sort of confirmation number as I do not trust their competency at this point. I am told that they would have to wait for the manager who has my paperwork (remember they have all of a sudden reverted back to 1976 and become a paper only office) to process the cancellation. As I'm telling the person on the phone it's unacceptable she hangs up. Hmmmm....something tells me that Six Sigma training was a waste of money on this employee...and the company.
So all in all I wasted 5 weeks to not receive any service or part for my screen glass doors. I wait with feverish anticipation for the refund of the $250.00 deposit.
Of course this is my fault. I should have hat in hand when speaking with this firm. How dare I bristle at the wait for sliding glass door replacement rollers! The outrage that I would have the gall to point out the incompetency of this organization. I should feel blessed that they sent a crew out with the incorrect parts and then stonewall me. It could have been a year...or more! Suck it up pally!!

Review: In March 2014 I paid a deposit and agreed to the services for this company to replace window screens, minor repairs to windows, and replace one window in my newly renovated townhouse. In April 2014 I paid my bill in full. Upon installation a hole was put in the sheet rock beside the window. When I called to complain about it the ladies in the office were pretty testy. This should have forewarned me for the next issue. We had a severe thunderstorm last night - and more pending tonight and tomorrow. During the storm water came POURING into the house - damaging the newly renovated, freshly painted walls, brand new hardwood floors, and doing who knows what kind of damage to the sheet rock. I called the company yesterday evening and first thing this morning. When I got the return call I was informed that Chris would go out to see the property. I informed them that the renter would need a call 30 minutes prior to their arrival and I provided an alternate number should they not be able to reach the individual. At 2pm I called the company because we had not received a call, to learn that Chris was at the property, on a ladder and looking at the window - no call no forewarning nothing. Chris then spoke with the renter and indicated he'd call me "real soon." In spite of multiple follow up calls to the office - all saying Chris would call me soon - I finally received a call at nearly 5pm. Chris then proceed to tell me that the problem was not the window but the box above the window. The box that has been above the window since the house was built and had never leaked a day in the 20 year history of the house until after his team was on the property and installed the window. The box that is exactly the same as the box over the window on the other side of it (which is not leaking), is all of a sudden leaking where his crew did work. The box that is cosmetic - not attached to the house. According to Chris, it is the box that is the issue - not the installed window. A window that worked perfectly fine without leaking before is now leaking after his crew is done. I do understand how he could even begin to make such a baseless statement.Desired Settlement: Fix it. Stop the leak from coming in the house. Repair the dry wall and flooring that have been damaged due to the leaks.

Review: We contacted American Screen & Glass, Inc. for service of replacing our townhouse window and installing new screens. The whole deal is to the amount $2061.70.

We requested the quote in March and required ordering the windows/screens in April. We asked if the installation could be done over the weekend, and ASG promised "yes" and their service time is flexible. We decided to proceed the deal based on this agreement, because we can only do installation on weekend. As deposit, we paid $600 by credit card. We were originally told that our order took 2 weeks to arrive, but it got delayed to 4 weeks, which we're fine. Now, after a month and a half, we are told the installation HAS to be done during the weekdays, because they don't have labor to work during the weekend. The customer service is rude and unnegotiable. We considered weekend installation as agreement and cannot do weekday installation for work reason. We requested the deposit to be returned, but got denied. We consider ASG does not advertise honestly when attracting new customer and does not deliver service as agreement. If ASG did not promist the fast ordering and weekend delivery, we would not buy their business. However, they're playing the trick of promising everything by mouth and flip over the case when you already have a penny in their hand.Desired Settlement: Since ASG cannot deliver the service they promised, we require the deposit to be funded back, so that we can work with other qualified company.

Business

Response:

[redacted] has responded that they have contacted the consumer and resolved the complaint

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,