Cavolt & Sons Glass & Windows

Review: On or about 06/19/14, I ordered a piece of panel glass and a shower door for my newly installed shower enclosure. I spoke with [redacted] (FEMALE). Prior to ordering, I spoke with FEMALE regarding breakdown of the prices for the two pieces and labor costs. She quoted me via telephone that the cost of the panel was in the $300.00 range and the shower door was in the $600.00 range. I was quoted a price of $1833.50 with labor included. [redacted] (MALE) came to do the install on 06/30/14 and installed the panel with no problem. Once he began to drill the holes for the shower door they began to crack and FEMALE was notified and told him to stop the project. They asked for my tile installer's phone number so they could figure out how to proceed. On 07/16/14, the work still had not been completed by the company and FEMALE spoke with my wife who said they would pay our tile installer. We finally came to an agreement that we would pay $1161.32 when MALE brought us the door to pay for the door and the panel. MALE came and required us to sign a form before seeing the door. We wrote we would pay the price to be done with the company but didn't think it was fair as I was told by FEMALE that the cost of the panel and door was in the $900 range. He just stood and stared at me, saying nothing. I told him to give me the door or leave and he got in his truck and left. My wife called FEMALE who said she never agreed to pay our tile installer although in the previous conversation she had with FEMALE, she told her exactly that. FEMALE said cost of the panel was $319.84. She asked FEMALE the cost of the hardware and she started to say "seventeen" (which leads us to believe it cost $17.xx)", but then she said she didn't know. FEMALE told my wife the businesses cost of the product was $580.66, which I find hard to believe that hardware for one panel cost $260.82. Wife asked to speak with owner of business but was told by FEMALE that she (owner) is not taking calls. FEMALE has lied and MALE is unprofessional.Desired Settlement: Business submit to us the exact cost of the panel and hardware from third party company they bought it from and we pay them that amount only. Everyday from 6/30/14 that our shower was not done because it wasn't a priority to this business we want a deduction from cost we pay. Financial reimbursement for the tiles as well as the cost of the tile installer to replace all of the tiles MALE broke in our newly constructed shower. Apologies from listed parties. Contact from business owner.

Business

Response:

[redacted] requested quote for shower on June 10, 2014. Measure on June 16TH.

Unit out of square special placement on hinges, clips were needed & a diagram & draft sent to company that supplies product to ensure the product would look square & fit in the area properly. Glass tile was noted in the quote and order. Tile bits appropriate for that application were to be used. Not unusual in an installation.

Gave quote to Mr. [redacted] on June 19th and he wanted to know what the stand alone panel was with out the door & inline. I gave him the price. He said he could install it himself but did not really want to. He then wanted to know the labor only. I let him know that if the items are ordered separately the price would change. I gave him the price. He understood. He called back & wanted to order all.

The order was placed on the 19th. The arrival date for the enclosure was to be the 25th of June. Mr. [redacted] called back before install date was scheduled and asked if the install took less time would there be a discount on labor. I told him there is no discount on labor and he understood. He indicated once again he could install but did not really want to. I let him know we could provide the product if would like to proceed as him installing he said no he would have us install.

The install date was scheduled for June 30th.

On the install date Mr. [redacted] called & said the tile was breaking and were we going to pay for it. I asked if our installer was still there and was he proceeding with the install? Mr. [redacted] said he told him to continue with the install. I let Mr. [redacted] know that by him giving the installer the go head he was giving him permission to continue to crack the tile. We would not be liable for the tile. I spoke to our installer & he had already stopped & did not try & proceed with the install. There were three (3) tiles that cracked. The install of the door & inline were at question. The stand alone panel had already been installed. The stand alone was installed in a particular area on the tiles that did not become an issue.

We requested a conversation & meeting with the tile provider and Mr. [redacted] regarding the product they had used and how we may proceed ahead at another time to install the product with out problems.

Mr. [redacted] agreed & gave us the tile company owners name & number to resolve the issue with the tile.

[redacted] (the tile provider) was left a message on July 2nd regarding the [redacted]s tile and would like to set up a meeting at the home of the [redacted]s. July 8TH Mr. [redacted] called wanting to know if we had contacted the tile person. I had let him know we had not heard back. We called again.

[redacted] did return the call July 8TH / 9th said he was out of town over the July 4th holiday & his cell phone was not working & did not get the massages to his cell phone and asked if our installer could call the office & talk with him through that number but he is not in all the time to leave a message. He was very apologetic that he did not get back to us in a timely manner. [redacted] the tile person had a delay in the [redacted]’s shower time as he was not available & could not rec’v messages. He was very helpful and open to discussion on the issue. There was no expeditious time frame on the shower install ever indicated by the [redacted]’s

[redacted] met with the [redacted]’s & [redacted] from the tile company on July 11th after 5:00 which is after our business hours. This was done on his own time to work with all parties at their conveince to help resolve the issue and come up with a solution.

He was given tile from the wall to pre drill holes in before the next install was to be scheduled.

He was able to drill the holes but one cracked 20 minutes after drilling & the other aprox 1 hour later.

[redacted] called Mr. [redacted] to let him know what was happening. Mr. [redacted] was going to have [redacted] the tile person cut ceramic tiles to fit behind the shower door hinges ( to be unseen) and clips to prevent the possibility other glass tile cracking.

When I was speaking to [redacted] from the tile company on the phone he did say that, that particular glass tile was a brittle product and that to use that tile in a full shower & tub etc was a bit unusual. He also indicated that cutting the tile straight on with a straight cut is not the same as a diameter infraction.

Mrs. [redacted] became upset & decided she did not want to change the tile & wanted some else to drill & install the remaining shower product. She indicated that we should have left the shower door at the house when we stopped the install. That is not done because of the danger of the product falling or being compromised in an unattended situation.

Per phone conversation all parties agreed to have the remaining product delivered to the house (another after 5 time frame), A waiver of liability was in order to be signed if something should happened to the product or the handling of the product by others Cavolt & Sons were not liable. A price was agreed upon by Mrs. [redacted].

[redacted] arrived with the product and asked them to sign the waiver. Mrs. [redacted] was writing amendments on the waiver and there fore the waiver was not as requested so the liability was still an issue on the product & was not left for the customer. A refund was given with the full approval of Mrs. [redacted] and with full agreement paid $580.66. For the product they had.

I believe it can be agreed we were not a good fit for the [redacted]’s in the end to finish providing a service for them (at their request). With all the reverse decisions being made and in trying to comply with the changing requests, the discounts, product price inquiry on the whole sale level and the unkind remarks.

Mrs.[redacted] asked to speak to the owner and was told she was in mourning as her husband (which in fact was the owner) had just recently passed away and that the call would probably not be returned.

We do wish the best for the [redacted]’s and hope they have the shower that meets their expectations.

Cavolt & Son’s

Consumer

Response:

I am rejecting this response because: There are inaccurate statements being made. [redacted] did not at all address our "desired outcome settlement". Refer to my first complaint to get accurate description of what occurred because there is no sense in writing it twice. In [redacted] response she stated that there are three broken tiles, while there are actually five broken tiles and I have photographic evidence of this. [redacted] has never been out to the scene and has not even been involved in the entire process because she is not the installer. So, unfortunately she is not the only person who should be addressing this. I demand to know how the business is going to fix or pay for these tiles to be repaired. They broke these tiles on their own and the cost of repair should not lie with the consumer. They broke it, they fix it. The tiles still have not been repaired and if this needs to become a civil matter we will seek payment for every day that these tiles have been broken and not repaired since [redacted] has broken them. To reiterate, [redacted] did say to have the tile installer send the bill for the repairs to their company and they would pay it. But then she later stated to my wife that she never said that. Unfortunately, [redacted] has been anything but honest and I feel like this company is acting extremely fraudulently. First, they tell us one price for the panel and then that changes. Next, we're told they will pay for the repair and then [redacted] says she never said that. Also, [redacted] has failed to provide documents showing us the cost of the panel and the hardware, therefore I can assume with confidence that when she told me on the phone the cost for the panel would be in the $300.00 range that I am correct. We have also requested to speak with the business owner and this request has not been met either. Isn't this extremely unprofessional for a business? We were the customer, and at no point in time should we have had to be the ones contacting the business seeing when they were going to fix the issue at hand (repairing tiles and installing the door). As a business, who created the problem (breaking our tiles), they should have been in constant contact with updates so we knew exactly what was happening at every point and when we could expect the repairs to be done. I also want to mention that they are charging us a full amount for the install of the panel, yet that wasn't even fully completed. The stand alone glass panel was installed but [redacted] but he never put the silicone caulking that should have been done. Yet, we have paid $580.66 for something we did not even get fully completed. [redacted] made a statement in the response that when [redacted] arrived with a waiver that "Mrs. [redacted] was writing amendments on the waiver...". I would like to know, [redacted], were you at the scene at that time? Were you inside of our house, or was [redacted], to see who was writing what on the waiver? No, you were not and this just goes to show that you make out of line statements. For [redacted] to say they were not a "good fit" for us is a very sad statement, because their business is not a good fit for anyone when they cannot understand the basic fundamentals of customer service. I am ashamed that a business like this exists in the city I reside and I will NEVER recommend this business to ANYONE. I want to hear from the business owner directly with an apology. We want to see the cost that the business paid for the panel and hardware because we firmly believe [redacted] has lied to us. I also want a full refund because the work was not even completed on the panel with them not doing the silicone caulking and I want payment for the damaged tiles as well as the business to pay for the install of the damaged tiles. This is the only way we will resolve this issue at this point.