Callender's House of Glass, Inc.

Review: We re tiled our shower and had a new glass door installed.There are cracks in 3 tiles with the biggest crack in the middle tile that was used to install the door hinge.The company refuses to accept any responsibility plus want to charge us $150 to remove the door so the tile can be repaired.Desired Settlement: Acknowledgement that their installers caused the problem and at the very least to waive the cost to remove and replace the door.

Business

Response:

I would like to address the complaint filed by Mrs. P[redacted] regarding the work done at her residence. She called us directly and explained that there was a crack in her shower tile that was caused by our installers. I promptly sent a technician to her home to assess the damage and analyze whether the crack was in fact our fault. My technician analyzed the situation, and found that not only had the crack not originated behind our shower door hinge, it also extended to the tile directly above and directly below our shower door hinge. In our years of experience installing these showers, it is not reasonable to think that we caused such a severe crack over 3 different tiles, especially given that the crack does not cross behind our hinges in any way. We then explained to Mrs. P[redacted] that our installation did not crack the tile, based on the fact that the crack was not immediately near the hinge location, and the crack clearly extended to other tiles that we had not interacted with. She then told us that we needed to remove the shower door so that the tile can be fixed, then install it again at a later date. This is typically a $300 charge for our time to remove, store and install the shower door, but because of her situation we were willing to do the work for $125 to do her a favor. Please understand that we have a reputable business and that we have not been given ample opportunity to address this issue prior to her complaint submission, as this all transpired over the course of 3 business days between 12/11/2013 of our initial assessment, to 12/13/13 of the time of the complaint. We are in the process of working with Mrs. P[redacted] to resolve this issue, but we would like to make it known that we have made our best efforts in these 3 days to assist Mrs. P[redacted] and will continue to do so.