Bob's Glass Service, Inc.

Review: I asked Bob's Glass to install two glass showers in my house and one of the showers they installed the wrong metal framing, hinges, and door handle. My entire basement bathroom has brushed nickel fixtures and they installed oil rubbed bronze framing, hinges and door handle. I provided Bob's Glass a quote I received from another glass company that showed Oil Rubbed Bronze for both showers, but when Joel came out to my house for physical measurements I specifically asked for brushed nickel. I never once received a full detailed quote showing measurements or metal finish they would use on the showers. Instead I received an email stating a general description: Frameless Shower enclosure – Master Bathroom = $1370 Frameless Shower enclosure – Lower Level = $1351. I also never received a contract I could sign showing the metal finish they would use. I wish Bob's Glass would have done this because I could have told them they made a mistake before they installed the wrong metal. The other part that's frustrating is the installer ([redacted] could have called me to before he installed the glass when he realized the metal framing, hinges and door handle didn't match the fixtures throughout my shower and bathroom...instead it was just installed. When I saw the mistake I emailed [redacted] at Bob's Glass (Monday, April 7th 2014) and said there was a mistake with the metal finish. She emailed me back and said [redacted] the owner was out of town until Wednesday, April 9th 2014 and she would reach out to me when he returned. I received no phone call or email on Wednesday, April 9th 2014, so I emailed [redacted] on Thursday, April 10th 2014. I finally received an email on Friday, April 11th 2014 saying they wouldn't change the metal material to brushed nickel unless I paid for it and they couldn't promise they wouldn't break the glass or the glass tiles in the shower trying to remove the mistaken metal material. I emailed [redacted] back on Friday, April 11th 2014 stating I never said I wanted Oil Rubbed Bronze metal and they never provided me a detailed quote or contract verifying the metal color that was being used. I mentioned if they would have I could have told them it was a mistake. I also mentioned their installer ([redacted]) should allows make the metal framing, hinges and door handle match the fixtures before they start an install. I thought this would be a normal practice to avoid mistakes. I never received an email back from [redacted]. I then emailed [redacted] again on Tuesday, April 15th to see when they were going to fix the mistake and she emailed me back saying they never made a mistake and they expect full payment. Then after a couple of days I finally received a bill that showed an itemized bill...I wish they would have shown this to me from the very beginning because this mistake would have been avoided.Desired Settlement: I would like Bob's Glass to come back and replace the metal framing, hinges and door handle with a brushed nickel finish instead of oil rubbed bronze. If Bob's Glass breaks the glass or glass tile when they are trying to fix their mistake they should pay for it to be replaced.

Business

Response:

We did Install two shower doors for Mr. [redacted] based on his email requests for his master bath

Review: I contacted Bob's Glass on Saturday, October 12, 2013 to ask about getting a bathroom sliding glass door replaced (that had gone off it's rollers and smashed; making the shower inoperable). I was told that someone would come on Monday, October 14 to take measurements; the glass should be installed in "a week to a week and a half." I called on October 14 and they had no record that I had called on October 12. The estimator did, however, come that day, took measurements and told me the glass should arrive in 7 to 10 days. On October 23, I called Bob's Glass. They couldn't find my order at first then said they found it...and said the glass was not in yet and that they would call me when it arrives. One week later I called Bob's Glass and asked if the glass had arrived. "Oh yes. It's here." At that point, Bob's Glass scheduled installation on November 12. I waited for the installation on November 12 between 1-3 p.m. At 2:50 p.m., they called and said they were running behind and needed to re-schedule. Despite my objections, they told me their first available appointment was November 21 from 1-3 p.m. I asked to have the owner call me; two days later the owner called and left a message saying basically" Sorry and See you on the 21st." On November 21, I waited at my home from 1-3 p.m. and the installers did not arrive. I called Bob's Glass at 3:10 p.m. and they said the installers would be at my house in 20 minutes. I told the receptionist that the owner needs to call me today by 5 p.m. or I would be contacting the Revdex.com. She did not return my call. When a business tells me glass will be replaced in 7-10 days, I believe them. If I knew it was going to be 28 business days, I would have called another business. I sense this is how Bob's Glass does business...tell you one thing, do another. In the meantime, I am unable to take a shower at my home for 28 days! Kindly investigate this incident and have them refund the $203 fee due to lost business time--7 hours.

Note: Even though the measurements were taken on October 14, the work order was not filed until October 16. There is clearly inefficiency at this business.Desired Settlement: Sanction this business for promises not kept. I suspect this is a pattern of behavior.

Business

Response:

Thank you for giving us the opportunity to respond to Mr. [redacted] concerns. We do understand his frustration. His job did not go as well as it should have. We did have to cancel his installation date and for that we apologized. We try to predict, as best we can, how many jobs per day our installers can complete. Unfortunately, that day, the previous jobs took longer than expected and we could not get to his job. When our office staff called Mr. [redacted] to reschedule I was not in the office that day. I did call him, the next day - not two days later, and left a voice message. I did sincerely apologize and stated that we could understand why he was upset. I did say we would leave him on the schedule for the 21st and never heard back from him.

There are a few statements we need to clarify. There is no way that our Installer, on Mr. [redacted] initial call, would have ever said we would install a shower door in a week to a week and a half. It takes that long just to get the glass to us. Then we need to find an installation date. The fall is our busiest time and unfortunately we cannot predict the amount of emergencies and jobs that come our way.

From the October 23 call on, Mr. [redacted] was nothing but rude and combative on the phone. He talked to me personally on that day. I could not "find" his order as quickly as he wished. I needed to ask him a couple of questions and asked for his patience, in order to locate his paperwork. He had no tolerance for that.

Bob's Glass Service has been in business since 1956. We are a small, family run company with loyal employees and customers. Mr. [redacted] could have cancelled the job and gone elsewhere - to be honest, we would have been fine with that - especially with the way he talked to us. It is hard to bend over backwards for a customer Who is so rude and unreasonable. We know he was inconvenienced, but his job was completed. He cannot ask for a refund after the work was completed. Actually, he has not

paid us. We do expect payment for the work we completed.

Consumer

Response:

called back in august 2014 about replacing window. they gave me a quote and ordered the window. here we are in December 2014finally got tired of waiting so I called and left a message. (takes them 2 weeks to return my phone call) 1/5/14 got call from person I was dealing with name [redacted] or [redacted] that window wasn't started because they didn't have enough material to cover the window. and told me to find some other company to finish the window. so basically I waited 3 [redacted] month for nothing.
not to mention the door they worked on is not even installed correctly.
this guys is joke and have no business morals. stay away.