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Bel Pre Glassworks Inc.

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Reviews Bel Pre Glassworks Inc.

Bel Pre Glassworks Inc. Reviews (5)

I have reviewed the response offer made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
That is not EXACTLY the way the conversation went yesterday.....Actually, it went something like this, if I don't hear something about the title to my truck by this afternoon (yesterday) I am coming to the dealership with a Franklin County Deputy to settle this issue. 
Why did it take 63 days, after numerous visits and phone calls on my part and then finally when told I was coming with a deputy to resolve this issue, did information about the title "suddenly" appear?
I really don't care what this dealership does from this point on....if I don't receive the title I'm just going to turn it over to my attorney, [redacted]. My family and friends never plan on buying anything from Midpoint and they probably will just shrug their shoulders and say "so what"......we have plenty of customers and don't need them.....and that's fine....but eventually it will be an issue for them.
I simply think the public should be aware of the way this business handles customers and that should go on record at the Revdex.com.
Regards,
[redacted]

On September 5th our installers went to [redacted]  [redacted]'s home to install her shower enclosure.  When the installer went to drill a hole in the tile, the tile broke and fell to the floor.  This shouldn't have happened.  There was no glue behind the tile.  Our installer...

was unable to complete the install because of this.  [redacted] then had the tile replaced.  We rescheduled the install for September 16th.  When our installer went to drill the hole in the tile it cracked because the tile glue was still wet.  Our installer was responsible for cracking the tile, but it was how the tile was installed that allowed for it to crack when he was drilling.   We were informed by the tile guy that installed her tile that he had glued and grouted her tile in the same day.  The tile should have been glued and allowed to set, then grouted to allow for the glue to harden.  We needed to wait again for the tile to be replaced and reschedule the install.  The installation was finally completed on September 26th.  We do believe that this problem was due to bad tile work.  Bel Pre however, will be refunding you the $25 for the cracked tile. 
In regards to the balance being charged on your credit card.  On the bottom of our proposal are the terms, 1/2 deposit balance COD.  When we collect the 1/2 deposit unless the customer specifies that they will be paying the balance another way we use the credit card on file.  Once the job is completed the installers call this in. 
The message you left for the estimator's assistant was received on October 24th as she was out sick.  She was unable to look into this before receiving the message from the Revdex.com on October 27th. 
Attached above is a copy of [redacted]s invoice along with the deposit and balance receipts.  We will be crediting her credit card the $25 tomorrow morning.
Should you have any questions I can be reached at ###-###-#### ext.  **.
Thanks,
Brittany P[redacted]

We spoke with Mr. [redacted] yesterday at 11.30 am and explained the reason that he hasn’t received his title was due to the DMV had lost it. As of yesterday the vehicle was titled and I supplied him with the number. DMV told us that it would go out in the mail yesterday or today and should receive...

in 14 days. I told him that we would follow up and if he shouldn’t receive his title in this time period we could go and apply for a duplicate title. At that time he was happy and thank us for all our efforts in helping him resolve this matter.

Per customer’s request, we are installing a navigation system in their vehicle.

Review: On August 20, 2014 I went into a contract with Bel Pre Glassworks to have my framed shower dower replaced with a frameless one. On September 5, 2014, representatives from Bel Pre came to install the door. Upon installing the door, a shower tile was broken by the rep that was required to be replaced. The rep was very apologetic about breaking the tile at first but later proceeded to communicate that the tile broke because it was not installed correctly so it would ultimately be my responsibility to fix the tile. I was then told to call them once its fixed and they would come back. I was absolutely floored that they were leaving all the responsibility with me to fix the tile but because I needed a shower door, I took care of it and called them back. On September 16, 2014, representatives from Bel Pre came back to again install the shower door. Upon installing the door, a tile was broken again. This rep, who was different from the first one, was extremely apologetic and admitted that it was his fault and that he over-screwed the screw into the tile thus causing the tile to break. Hearing this, I just knew Bel Pre would take care of the damage this time. To my surprise, I got another call from the installation manager basically placing fault on the tile installation again even after the rep took fault. Mind you, the installation manager never stepped foot in my house. So again, I needed a shower door so I proceeded to get the tile fixed. I hired and paid for the repairs. At no time did Bel Pre offer to assist with any aspect of the damage they caused. Once the repairs were complete, on Friday, September 26, I finally got my door installed without any further damage. At the end of the visit, under my direction, my mother asked what the final price would be, as I just knew they would adjust it based on all the drama and repairs, and the rep said he needed to go check. Next thing my mom knew, they were gone. They provided no paperwork to sign, they gave no warranty information on the door, and they did not get my authorization to take the final balance from my account. In the next few days, on September 29, the balance (without any discounts applied) was automatically pulled from my account without my authorization. On September 30, I reached out to Bel Pre to express my concerns and I spoke to someone either that same day or the next. It was the estimator that I worked with earlier in the process. He was extremely nice and seemed to sound apologetic and empathetic to the situation as though he wanted to resolve my concerns. He told me he would be back to me within a couple days. Well its now October 27, almost a month later, and I've heard nothing from this estimator. I sent the estimator a follow-up email on October 7, October 10 and then placed a follow-up call last week, October 20 - I believe, and left a message with his assistant and still I've heard nothing back. The lack of responsiveness and willingness to please the customer at this company is frustrating. I feel like this was all a big joke on me and they never were going to do anything to make this situation right. My door is nice but it wasn't worth all this. The customer service of the installation group manager and estimator is not in any way ideal. I only called out those specific individuals because the sales woman I worked with was very pleasant. I really do hate that it had to come to this but I gave them ample opportunity to get back to me before filing this complaint. I feel like I had no other option since my emails and calls would not be returned.Desired Settlement: All I would like is for Bel Pre to take responsibility for the damage they caused and refund me the $25 that I had to incur to repair the tiles. Lucky for them, I got the tile person to repair it for free the first time they broke it or the cost would be $50. It would also be nice to be compensated for the inconvenience or have them show some sort of consideration but it has been made very clear that they aren't concerned about me. Last, I would like some sort of paperwork that shows that I have purchased the door in full from Bel Pre as well as a copy of the warranty information on the door. I never received anything other than my initial contract/invoice.

Business

Response:

On September 5th our installers went to [redacted]'s home to install her shower enclosure. When the installer went to drill a hole in the tile, the tile broke and fell to the floor. This shouldn't have happened. There was no glue behind the tile. Our installer was unable to complete the install because of this. [redacted] then had the tile replaced. We rescheduled the install for September 16th. When our installer went to drill the hole in the tile it cracked because the tile glue was still wet. Our installer was responsible for cracking the tile, but it was how the tile was installed that allowed for it to crack when he was drilling. We were informed by the tile guy that installed her tile that he had glued and grouted her tile in the same day. The tile should have been glued and allowed to set, then grouted to allow for the glue to harden. We needed to wait again for the tile to be replaced and reschedule the install. The installation was finally completed on September 26th. We do believe that this problem was due to bad tile work. Bel Pre however, will be refunding you the $25 for the cracked tile.

In regards to the balance being charged on your credit card. On the bottom of our proposal are the terms, 1/2 deposit balance COD. When we collect the 1/2 deposit unless the customer specifies that they will be paying the balance another way we use the credit card on file. Once the job is completed the installers call this in.

The message you left for the estimator's assistant was received on October 24th as she was out sick. She was unable to look into this before receiving the message from the Revdex.com on October 27th.

Attached above is a copy of [redacted]s invoice along with the deposit and balance receipts. We will be crediting her credit card the $25 tomorrow morning.

Should you have any questions I can be reached at ###-###-#### ext. **.

Thanks,

Brittany P[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID

[redacted], and although I do accept their resolution, Ms. P[redacted]'s (whose name I’m

hearing for the first time) version of what happened on September 16 is

incorrect. The installer did not crack the tile when he drilled the hole and

the tile was not wet during the installation. The holes were drilled by the installer without any damage. The installer confirmed that and the installation

manager later confirmed that as well. The tile broke

when the installer was screwing the shower door hinge into the wall. He stated that he "overscrewed" the screw causing the tile to break. Also, Ms.

P[redacted] must have misunderstood what she was told from the installation manager (as she didn't speak to the tile guy) but

the tile guy did not glue any tiles. He replaced the broken tile with a new one

and used tile grout to set it to the wall. Furthermore, the grout could not

have still been wet when the installer was there as the tile guy replaced the tile the week before, at least

3 days before Bel Pre came to install the door. I can’t speak for why the first

tile broke during the first visit but I’m certain that the sec[redacted] tile broke during the sec[redacted] visit as a result of the

installation manager. I’m not sure why

Ms. P[redacted] is stating inaccurate information to make it sound like the tile guy

was at fault but this damage (on the sec[redacted] visit) was NOT the result

of bad tile work.

Additionally. I understand that the balance was owed upon completion

but doesn’t the homeowner have to sign off that the work is complete to their

satisfaction before that balance is taken. I know this is the policy because when

I spoke with the estimator he told me that I should have been asked sign

paperwork when the installers left to authorize them to take the balance from

my credit card that did NOT happen.

Last, I understand and can appreciate that the estimator’s

assistant was out sick. My complaint is not even with her. My complaint is with

the estimator himself. His assistant being out sick does not explain why he never got back to me like he said he would even after

several attempts to reach out to him.

In any event, I do thank Bel Pre for the credit and my receipts. One thing that is still missing is my warranty information.

I was told by the estimator that I should have also received warranty

information for the door. Will that be passed along as well?

Regards,

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Description: Glass - Plate and Window

Address: 1050 1st St Ste 6, Rockville, Maryland, United States, 20850

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