Complaint: ***
I am rejecting this response because:I have picked up clear replacement glass and consider this the end of my business with Biela.The offer for a refund if the original glass is returned is not acceptable because to return the defective glass would require us to incur the expense of removing it -- an expense which would not be necessary had the glass not been defective.The mention of the original satin finish glass having been installed with the textured side facing the exterior has absolutely nothing to do with this claim/dispute Biela clearly states that they delivered to us a defective product The glass was delivered defective -- the installation has not altered the defect in any way.Further, Biela states that it was too late to cancel the rain finish replacement glass when in fact that is what ended up happening as I have just picked up the clear glass replacement panel
Regards,
*** ***
When the customer contacted us and told us that they couldnot clean the writing off the glass we sent a crew out to his house andcleaned the glass for them at no charge. While our men were on site they noticed that the glass was installed withthe textured side to the exterior and they...
explained to the customer that thiswas the incorrect installation as the weather would eventually stain the glass permanently. Our men were able to clean the glass, and thecustomer was satisfied at this point. A few days later the customer called and said that the glassstill had a stain where we cleaned off the marking. Biela Glass offered to replace the glass atno charge. The customer decided to comeinto our office and pick out a different type of glass for replacement. The customer picked out the rainpattern. At this time the customer askedfor a price for Biela glass to install the glass. We quoted the customer a price forinstallation and ordered the new glass. The next day the customer called and wanted to change the glass to clearinstead of rain (at this time it was too late for us to cancel order) and wetold him that we would get it on order (at no charge). A short time later the customer’s partnercalled and demanded that we should provide the new glass and installation forfree of charge due to a manufacturers defect. We told him that this was not our policy. We provided a product, not labor. If Biela Glass would have installed theproduct originally, we would have been more than happy to provide material andlabor replacement.We sold a product that was defective due to a manufacturer’smistake and went out of our way to try to replace that product. The original piece of glass was purchased (pickedup) by the customer on 12/16/14. Themanufacturer who we originally received the defective glass from were boughtout by another company on 12/30/14 so we could not get them to honorreplacement. Biela Glass was still willingto replace the glass at no additional cost to the customer. If the customer will bring the product back toBiela Glass we will give him a refund.
Complaint: ***
I am rejecting this response because:I have picked up clear replacement glass and consider this the end of my business with Biela.The offer for a refund if the original glass is returned is not acceptable because to return the defective glass would require us to incur the expense of removing it -- an expense which would not be necessary had the glass not been defective.The mention of the original satin finish glass having been installed with the textured side facing the exterior has absolutely nothing to do with this claim/dispute Biela clearly states that they delivered to us a defective product The glass was delivered defective -- the installation has not altered the defect in any way.Further, Biela states that it was too late to cancel the rain finish replacement glass when in fact that is what ended up happening as I have just picked up the clear glass replacement panel
Regards,
*** ***
When the customer contacted us and told us that they couldnot clean the writing off the glass we sent a crew out to his house andcleaned the glass for them at no charge. While our men were on site they noticed that the glass was installed withthe textured side to the exterior and they...
explained to the customer that thiswas the incorrect installation as the weather would eventually stain the glass permanently. Our men were able to clean the glass, and thecustomer was satisfied at this point. A few days later the customer called and said that the glassstill had a stain where we cleaned off the marking. Biela Glass offered to replace the glass atno charge. The customer decided to comeinto our office and pick out a different type of glass for replacement. The customer picked out the rainpattern. At this time the customer askedfor a price for Biela glass to install the glass. We quoted the customer a price forinstallation and ordered the new glass. The next day the customer called and wanted to change the glass to clearinstead of rain (at this time it was too late for us to cancel order) and wetold him that we would get it on order (at no charge). A short time later the customer’s partnercalled and demanded that we should provide the new glass and installation forfree of charge due to a manufacturers defect. We told him that this was not our policy. We provided a product, not labor. If Biela Glass would have installed theproduct originally, we would have been more than happy to provide material andlabor replacement.We sold a product that was defective due to a manufacturer’smistake and went out of our way to try to replace that product. The original piece of glass was purchased (pickedup) by the customer on 12/16/14. Themanufacturer who we originally received the defective glass from were boughtout by another company on 12/30/14 so we could not get them to honorreplacement. Biela Glass was still willingto replace the glass at no additional cost to the customer. If the customer will bring the product back toBiela Glass we will give him a refund.