County Glass accepted a job from us and then became completely unresponsive. Did not follow through on promises. DO NOT USE!We coordinate inspections on behalf of Relocation Companies across the country. I contacted County Glass on 8/14/14. I advised them of an urgent situation for one of my customers where we were in need of a rush window inspection / repair bid. The agreement was to have County Glass conduct the inspection and then subsequently provide us with a report of findings including photos and repair cost estimates. County Glass was wonderful in the beginning. They conducted the inspection for us the following day and were quite responsive. Since then (a week ago today), I have been promised the report/photos multiple times and have yet to receive them. Granted, the services have not been paid for as of yet, but it is our policy to set up "[redacted] accounts with our inspection suppliers (sub-contractors). In fact, we typically pay in much less than 30 days. However, this was all discussed up front and County Glass agreed to our terms. I was told the night before last that the results were emailed to us as required; however, we received nothing. I spoke to the Mgr. yesterday and she advised all they had to do was forward the report to the correct email address. Still nothing. I called, emailed, and texted them MANY times yesterday and this morning with absolutely no response. I am now in an extremely sensitive situation with my customer and am desperately scrambling to find another company to do this inspection for us. I find it completely unacceptable and unprofessional to promise results multiple times and not follow through on the promises. I highly recommend not using County Glass. I hate to say that, but I feel I have no choice at this point. Like I stated previously, they were wonderful in the beginning but we are now well beyond the realm of acceptable business practices at this time. I hope that they are more responsive to their other customers. I understand that they are dealing with some major projects at this time, but my recommendation is to refrain from accepting another assignment that cannot be handled within the agreed upon time frame.Desired SettlementNo settlement required.Business Response To whom it may concern:The individual who has filed this complaint is, to my knowledge, a VP at [redacted], a relocation company that contacted us to perform an inspection for them. I have copied the initial email sent that gave us the parameters for this job. Please note, nowhere in this email did he mention that this is a "rush job". Please also note that our service fee for emergency services is significantly higher, nowhere near what was being charged. Furthermore, this assessment was sent to them by email to the email address that we were given by [redacted], and I have no indication within our system of the email bouncing back, and it is shown as delivered.Finally, and what I believe to be the most important part, we were sent a notice that [redacted] was not going to pay for the (already performed and emailed) inspection. I am incredulous that a company that would refuse to pay for a service already performed would try to file a Revdex.com complaint regarding the matter. I was willing to let it go since he was obviously unhappy - and I am the only person who has suffered loss in this scenario, since I have invested many hours of time into travel to get to the site, performing an in-depth inspection, and writing a report on the findings. [redacted] should be made aware that their actions constitute theft of services. They should really let this be and withdraw their complaint. I have filed a police report to the same effect and will most certainly press forward with this matter if [redacted] continues to try to tarnish my company name over an inspection that they admit was performed but refuse to pay for.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)To whom it may concern:First, we are not a relocation company. We work for relocation companies. We coordinate inspections on their behalf. I would like to thank County Glass for submitting a response; however, I question their credibility now more than ever. The reason I say this is because the lack of factual information in their response is absolutely astounding! I originally contacted County Glass on 8/14/14. I spoke to the owner's wife as she was kind enough to pick up her phone while at dinner. I thoroughly explained to her the utter urgency of the situation and she said that they would be able to do the window inspection for us the following day. I was extremely impressed by this. I was originally quoted a fee of $75 which I found to be very low for the scope of inspection we were requiring, so after I offered County Glass more money, they settled on $135. At no point in time was it explained to me that there is a "rush" or "emergency" fee involved. I would have gladly agreed to that fee considering the urgency that was clearly explained to the owner's wife. To my knowledge, the inspection did take place as promised on 8/15/14. Thank you for attaching the email that clearly shows where I actually offered to agree to a higher fee. In the business world, this is unheard of!I gave County Glass 3 days after the inspection to get the requested report together and began following up on 8/18/14 at the request of my customer. At this point, the customer was beyond anxious, so I continued to attempt to follow up with County Glass. I had not heard anything since the inspection took place until 3:56pm on 8/19/14. We've had inspectors/contractors accept an assignment before only to become unresponsive and it appeared that was the case here at that point. After calling County Glass many, many times I finally decided to send an email explaining the desperation we were in at that point to receive the inspection results. In the corporate relocation world, we do not have the luxury of time so decisions need to be made quickly. Almost the whole day of 8/19 had gone by with no response. I had to come up with a contingency plan to move on in the event we were going to continue to be ignored. I shared that information with County Glass (owner's wife) explaining that I would need to contact another company and move on unless I received an immediate response. I finally received a response telling me to "take a deep breath" and that County Glass had been working on a large project. I was fine with that since I finally received some form of communication after countless attempts. After a couple more emails between me and County Glass on 8/19, I was promised that we would be receiving the inspection results "before end of day today." When I got to the office on Wednesday, 8/20/14, there were no inspection results in my inbox to be found. So, I called County Glass right away to make sure it was sent. We have long email addresses which are quite often misspelled so I usually will follow up if I don't receive an email that I'm expecting. The owner's wife advised that her husband had emailed the report to me the night of 8/19 as promised. She then told me that all I had to do was email her husband and he would be able to forward the report to me. This was the last I heard from County Glass. I then emailed the owner directly multiple times over the next 24 hours. After countless ignored calls and emails, I had absolutely no choice but to move on. I advised County Glass through countless emails and voicemails that we were out of time and, if I did not receive the inspection results, I would not be able to pay them. The services may have been rendered, but we're not going to pay for a report we didn't receive. I then hired another local glass company on 8/21 (6 days after the inspection was said to have been completed) to complete the inspection for us. As a result of the lack of communication from County Glass, my customer lost several days during an extremely time sensitive real estate transaction.The last thing we wanted to do was to have to find another inspection company and start over again. We take customer service extremely seriously and the actions of our inspection partners very much reflect on us in our customers' eyes. All County Glass had to do was to send the report to us. We gave them much more than enough time to forward the report that had supposedly already been sent. We have had no email issues whatsoever, so if the report had actually been sent to the correct email address, we would have definitely received it. It would make absolutely no sense for us to fabricate this series of events as, in the end, it was a negative reflection on our service level in our customer's eyes. In this industry, time is worth more than gold, so it would not be prudent to go through all of this just for the sake of "tarnishing" County Glass' company.The bottom line is that this was an abysmal service failure on County Glass' part and we cannot pay for services not completely rendered. This in no way constitutes "theft of services." In order for us to be able to pay for an inspection and bill our customer for it, we need to receive a report. The scope of inspection and expectations were explained thoroughly from the beginning. There isn't an excuse that exists for County Glass failing to take an extra 2 seconds to forward an email that had supposedly already been sent. That would have ended this whole nightmare and we would have been able to "save face" with our customer and would have gladly paid County Glass. We have an impeccable payment history with our supplier partners. I assure you that your accusation of "theft of services" has absolutely no merit.Again, the last thing we ever want to do is cut ties with an inspection partner and deny payment. However, just like you would in a store, you're not going to pay for a product you didn't receive. I hope that other County Glass customers in the future have a much better experience than we did. Again, this is not meant to "tarnish" County Glass. It is simply a factual account of the events that transpired during this particular partial transaction. I have several email "chains" in addition to the one submitted by County Glass showing the communication between my company and County Glass. I also have the phone records (not including calls from my cell phone) showing how many times I had to call them still with no luck. The number of times I had to call is outrageous. I spent so many hours on this simple inspection project that we absolutely lost money. In any business, this is unacceptable. I will be happy to furnish this documentation if requested to do so.Final Business Response To whom it may concern:I have bigger fish to fry, so I will make this short. It seems to me that if anybody needs to move from their position, it would be Mr.[redacted].I see no way to make him happy - he was not billed for the work done. I would offer him a free inspection, but hey! he just received that. I want nothing to do with his brand of crazy, so I have nothing else to offer him. He claims he did not receive a service. I have proof he did. He sent his email canceling the work **after the work had been performed**. Mr.[redacted] references his numerous emails and phone calls. Yes we have a record of them too. He may not be aware of this, but we have more than just him as a customer. Yes, we did ignore some of his calls. We HAD to, if we wanted to help any other customers. Calling dozens of times a day doesn't do anyone any good. There comes a point when you call too much, and when Mr.[redacted] started restricting his phone number so that we would have to take yet another call of his, he reached that point. If Mr.[redacted] continues to press forward with attempting to tarnish the good reputation of my company, I will have my attorney sue him. I will respond no further, because I have nothing more to add to this.
County Glass accepted a job from us and then became completely unresponsive. Did not follow through on promises. DO NOT USE!We coordinate inspections on behalf of Relocation Companies across the country. I contacted County Glass on 8/14/14. I advised them of an urgent situation for one of my customers where we were in need of a rush window inspection / repair bid. The agreement was to have County Glass conduct the inspection and then subsequently provide us with a report of findings including photos and repair cost estimates. County Glass was wonderful in the beginning. They conducted the inspection for us the following day and were quite responsive. Since then (a week ago today), I have been promised the report/photos multiple times and have yet to receive them. Granted, the services have not been paid for as of yet, but it is our policy to set up "[redacted] accounts with our inspection suppliers (sub-contractors). In fact, we typically pay in much less than 30 days. However, this was all discussed up front and County Glass agreed to our terms. I was told the night before last that the results were emailed to us as required; however, we received nothing. I spoke to the Mgr. yesterday and she advised all they had to do was forward the report to the correct email address. Still nothing. I called, emailed, and texted them MANY times yesterday and this morning with absolutely no response. I am now in an extremely sensitive situation with my customer and am desperately scrambling to find another company to do this inspection for us. I find it completely unacceptable and unprofessional to promise results multiple times and not follow through on the promises. I highly recommend not using County Glass. I hate to say that, but I feel I have no choice at this point. Like I stated previously, they were wonderful in the beginning but we are now well beyond the realm of acceptable business practices at this time. I hope that they are more responsive to their other customers. I understand that they are dealing with some major projects at this time, but my recommendation is to refrain from accepting another assignment that cannot be handled within the agreed upon time frame.Desired SettlementNo settlement required.Business Response To whom it may concern:The individual who has filed this complaint is, to my knowledge, a VP at [redacted], a relocation company that contacted us to perform an inspection for them. I have copied the initial email sent that gave us the parameters for this job. Please note, nowhere in this email did he mention that this is a "rush job". Please also note that our service fee for emergency services is significantly higher, nowhere near what was being charged. Furthermore, this assessment was sent to them by email to the email address that we were given by [redacted], and I have no indication within our system of the email bouncing back, and it is shown as delivered.Finally, and what I believe to be the most important part, we were sent a notice that [redacted] was not going to pay for the (already performed and emailed) inspection. I am incredulous that a company that would refuse to pay for a service already performed would try to file a Revdex.com complaint regarding the matter. I was willing to let it go since he was obviously unhappy - and I am the only person who has suffered loss in this scenario, since I have invested many hours of time into travel to get to the site, performing an in-depth inspection, and writing a report on the findings. [redacted] should be made aware that their actions constitute theft of services. They should really let this be and withdraw their complaint. I have filed a police report to the same effect and will most certainly press forward with this matter if [redacted] continues to try to tarnish my company name over an inspection that they admit was performed but refuse to pay for.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)To whom it may concern:First, we are not a relocation company. We work for relocation companies. We coordinate inspections on their behalf. I would like to thank County Glass for submitting a response; however, I question their credibility now more than ever. The reason I say this is because the lack of factual information in their response is absolutely astounding! I originally contacted County Glass on 8/14/14. I spoke to the owner's wife as she was kind enough to pick up her phone while at dinner. I thoroughly explained to her the utter urgency of the situation and she said that they would be able to do the window inspection for us the following day. I was extremely impressed by this. I was originally quoted a fee of $75 which I found to be very low for the scope of inspection we were requiring, so after I offered County Glass more money, they settled on $135. At no point in time was it explained to me that there is a "rush" or "emergency" fee involved. I would have gladly agreed to that fee considering the urgency that was clearly explained to the owner's wife. To my knowledge, the inspection did take place as promised on 8/15/14. Thank you for attaching the email that clearly shows where I actually offered to agree to a higher fee. In the business world, this is unheard of!I gave County Glass 3 days after the inspection to get the requested report together and began following up on 8/18/14 at the request of my customer. At this point, the customer was beyond anxious, so I continued to attempt to follow up with County Glass. I had not heard anything since the inspection took place until 3:56pm on 8/19/14. We've had inspectors/contractors accept an assignment before only to become unresponsive and it appeared that was the case here at that point. After calling County Glass many, many times I finally decided to send an email explaining the desperation we were in at that point to receive the inspection results. In the corporate relocation world, we do not have the luxury of time so decisions need to be made quickly. Almost the whole day of 8/19 had gone by with no response. I had to come up with a contingency plan to move on in the event we were going to continue to be ignored. I shared that information with County Glass (owner's wife) explaining that I would need to contact another company and move on unless I received an immediate response. I finally received a response telling me to "take a deep breath" and that County Glass had been working on a large project. I was fine with that since I finally received some form of communication after countless attempts. After a couple more emails between me and County Glass on 8/19, I was promised that we would be receiving the inspection results "before end of day today." When I got to the office on Wednesday, 8/20/14, there were no inspection results in my inbox to be found. So, I called County Glass right away to make sure it was sent. We have long email addresses which are quite often misspelled so I usually will follow up if I don't receive an email that I'm expecting. The owner's wife advised that her husband had emailed the report to me the night of 8/19 as promised. She then told me that all I had to do was email her husband and he would be able to forward the report to me. This was the last I heard from County Glass. I then emailed the owner directly multiple times over the next 24 hours. After countless ignored calls and emails, I had absolutely no choice but to move on. I advised County Glass through countless emails and voicemails that we were out of time and, if I did not receive the inspection results, I would not be able to pay them. The services may have been rendered, but we're not going to pay for a report we didn't receive. I then hired another local glass company on 8/21 (6 days after the inspection was said to have been completed) to complete the inspection for us. As a result of the lack of communication from County Glass, my customer lost several days during an extremely time sensitive real estate transaction.The last thing we wanted to do was to have to find another inspection company and start over again. We take customer service extremely seriously and the actions of our inspection partners very much reflect on us in our customers' eyes. All County Glass had to do was to send the report to us. We gave them much more than enough time to forward the report that had supposedly already been sent. We have had no email issues whatsoever, so if the report had actually been sent to the correct email address, we would have definitely received it. It would make absolutely no sense for us to fabricate this series of events as, in the end, it was a negative reflection on our service level in our customer's eyes. In this industry, time is worth more than gold, so it would not be prudent to go through all of this just for the sake of "tarnishing" County Glass' company.The bottom line is that this was an abysmal service failure on County Glass' part and we cannot pay for services not completely rendered. This in no way constitutes "theft of services." In order for us to be able to pay for an inspection and bill our customer for it, we need to receive a report. The scope of inspection and expectations were explained thoroughly from the beginning. There isn't an excuse that exists for County Glass failing to take an extra 2 seconds to forward an email that had supposedly already been sent. That would have ended this whole nightmare and we would have been able to "save face" with our customer and would have gladly paid County Glass. We have an impeccable payment history with our supplier partners. I assure you that your accusation of "theft of services" has absolutely no merit.Again, the last thing we ever want to do is cut ties with an inspection partner and deny payment. However, just like you would in a store, you're not going to pay for a product you didn't receive. I hope that other County Glass customers in the future have a much better experience than we did. Again, this is not meant to "tarnish" County Glass. It is simply a factual account of the events that transpired during this particular partial transaction. I have several email "chains" in addition to the one submitted by County Glass showing the communication between my company and County Glass. I also have the phone records (not including calls from my cell phone) showing how many times I had to call them still with no luck. The number of times I had to call is outrageous. I spent so many hours on this simple inspection project that we absolutely lost money. In any business, this is unacceptable. I will be happy to furnish this documentation if requested to do so.Final Business Response To whom it may concern:I have bigger fish to fry, so I will make this short. It seems to me that if anybody needs to move from their position, it would be Mr.[redacted].I see no way to make him happy - he was not billed for the work done. I would offer him a free inspection, but hey! he just received that. I want nothing to do with his brand of crazy, so I have nothing else to offer him. He claims he did not receive a service. I have proof he did. He sent his email canceling the work **after the work had been performed**. Mr.[redacted] references his numerous emails and phone calls. Yes we have a record of them too. He may not be aware of this, but we have more than just him as a customer. Yes, we did ignore some of his calls. We HAD to, if we wanted to help any other customers. Calling dozens of times a day doesn't do anyone any good. There comes a point when you call too much, and when Mr.[redacted] started restricting his phone number so that we would have to take yet another call of his, he reached that point. If Mr.[redacted] continues to press forward with attempting to tarnish the good reputation of my company, I will have my attorney sue him. I will respond no further, because I have nothing more to add to this.