Creative Mirror & Shower

We are very pleased with the price and services we received from Creative MirrorChris and Dave did an awesome installation job

I live in the area and have purchased several replacement pieces of glass here beforeThis most recent encounter, I left very disappointed in the service received A few weeks ago, I stopped in and received a quote in the morning before workI left with my piece and quote only to call back in the afternoon with a questionOnce my question was answered, I said I would be stopping in on my way home from work to place the actual orderOn my way, I called to say I was stuck in traffic about minutes before closingI told the sales associate that I would be at the absolute most about minutes past closing, but that I was on my way if someone could wait for meI was informed that no one would be there at that timeI politely asked if anyone could wait an extra minutes as I needed to place the order to make sure I would have the piece in time for an eventThe paperwork and account was already set up and waiting for meI was told again no one could wait for me Call me old fashioned, but this experience made me feel much unappreciatedI work hard for my money and have been a loyal returning customer for several yearsI understand I may not be the best customer, but I was still a customer at that and the fact that no one could stay minutes to help me was, in my opinion, very rude In my own profession, when someone calls and says they are running a little late I don’t tell them I’ll be locking them out and to come back another dayI know I appreciate my customers and understand that they are taking time of their busy schedules to send business my wayI just would never treat a customer of mine that way and I guess didn’t like be treated like an inconvenience instead of a client wishing to spend money I get every place closes, but minutes seemed pretty petty to meSafe to say, I took my business elsewhere and do not plan on returning anytime soon

Initial Business Response / [redacted] (1000, 5, 2014/05/08) */ Contact Name and Title: [redacted] , President Contact Phone: XXXXXXXXXX X Contact Email: [redacted] @creativemirror.com We sincerely apologize to Mrand Mrs [redacted] for anything that we may have done to cause them be upset and file this Revdex.com complaintAt the final installation, Mrs [redacted] told me personally that the job looked "great" and our installers were "fantastic"It was not the quality of the final product installed that is the problem on this job Creative Mirror & Shower installs over 5,shower doors per year, and this particular shower enclosure was definitely one of the top most complex shower doors that we would have installed out of those 5,000+ units each year This particular job was very involved, as it had: a) a heavy glass door that could not be hung off the wall and instead had to be hung off another glass panel, which is one of the most difficult installs to do in our business (hanging a pound sheet of glass of another sheet of glass) b) above the glass door, was another "operable" transom of glass that tilted open and shut to allow or disallow ventilationThis transom piece is also connected via glass to glass hardware with nothing secured to the walls, so it is not easy to do c) All of the glass was then secured only with small clamps on the left and right glass fixed panels, rather than "channel set", which basically allow no room for tolerances that are inherent in the fabrication and glass tempering processes supplied by our vendors A similar door to this is shown on #at this link, but the ***'s door was more complex because their door wsa required to be in the center, forcing the glass door to be hung off a glass panel rather than the solid wall as shown in the photo: http://www.creativemirror.com/shower-doors/frameless.php picture # [redacted] Also, we are attaching the computer software diagrams for the glass enclosure to convey the complexity (out conditions, etc.) It is common for a precision engineered tempered glass enclosure like this to require an extra step or two to get dialed in for the final install (tempered glass cannot be altered, cut, or modified once it is heat treated)In fact, government specifications allow the tempering facility up to 1/8" dimensional variance per panel, so when four or five panels are connected together and fit tight into walls without channel, the last piece can easily require final adjustment Preceding the ***'s install, the first installation required one more attempt to get the install dialed in just rightWe tentatively scheduled that 2nd install attempt but the glass came in still not sized just right from our vendor and we proactively identified that in a quality control inspection ahead of the install date, and called the ***'s to let her know that we had to wait a bit longer for the glass to come in from our vendor correctly The final install went in fine, which we did on a Saturday to accommodate the customer and not conflict with any work commitmentsOverall, we had one extra install trip to finish the installThe overall job did take longer also because the vendor re-order came in still not sized as precise as it needed to be ad outlined above The major problem occurred when Mrs [redacted] refused to pay the balance due at the final install per terms and conditions of the contractMrs [redacted] wanted to reduce the balance to compensate her for extra time the job took, which we can understand and respect her asking for this, but company policy does not allow price reductions due to vendor or company errorAdditionally, in this case, the job was very complex to start with and could easily require a second trip to get it dialed in just rightApparently, Mrs [redacted] had been trying to persuade customer service personnel ahead of the install to reduce the balance, and that was never agreed upon because company policy does not allow it Our contract and company policy as outlined in the first paragraph of the binding contract between merchant and consumer states clearly that "Delays may result due to mistakes, re-orders, and that in this situation we do our best to expedite, but there is strictly no financial compensation Mrs [redacted] refused to accept this policy and no one has the ability to alter it as it is corporate policy, and a contract term agreed upon by the consumer and the merchant At the final install, I did give Mrs [redacted] about $worth of care and maintenance products at no charge, which included glass cleaner, squeegee, microfiber towels, and essentially everything needed to maintain the door for a long timeI had thought the free care & maintenance products were already offered when Mrs [redacted] talked with our Installation Manager before getting to me on that Saturday, but apparently that conversation did not get too far as Mrs [redacted] offered to only pay half the balance due at that time, which it then escalated to me At the final install, despite discussion with our Installation Foreman and then myself, Mrs [redacted] would not pay the balance due and had our workers wait outside for her husband to come home in which we had to start the entire process again explaining that the full balance needed to be paidAfter a while, Mr [redacted] arrived, clearly not happy with what was going on and he also demanded money off Eventually, the ***'s paid the balance due and also accepted the approximately $in care and maintenance products that we offered them I SINCERELY apologize for any stress this caused the customer On that Saturday install, I was also frustrated as during all of this unfolding I was having lunch with my year old daughter before dropping her off at the airport to move to California for a new jobAt one point, I did say to Mrs***, that if the customer refuses to pay, then the product can be removed for nonpayment, but we never want that to actually happen of course I also personally told the customer and left them messages apologizing for letting them down in any wayI gave them my personal cell phone number and my email address should then need any service on their shower door per the contract warrantyI again apologized when I saw this Revdex.com complaint, leaving messages for both Mrand Mrs***Our apologies were for letting the customer down and not having them happy with our company even though the final install was "great" and the installers "fantastic", on a difficult job Over years, we have installed over 150,custom shower door and custom mirrors, and while most of the time we succeed on the first try, sometimes it takes a service call to dial it in just rightWe stand behind our work and we care about our customersWe let the ***'s down and for that I feel terribleOur track record though speaks for itselfAfter 150,installs we have had so very few Revdex.com complaints and most years we are "complaint free" entirely despite 5,shower installs per year! If the ***'s could find it in their heart to remove their Revdex.com complaint, we would appreciate it, and our workers who stand to also get hurt from a complaint, would alsoWe did what we could, and that was to install a beautiful high end custom shower door We gave the customer what we could with the free glass cleaner, squeegee, microfiber towels and care/maintenance *** Either way (Revdex.com complaint or no Revdex.com complaint), we stand behind the product installed, and if anything is needed in the way of service, we look forward to honoring our contract and warranty obligations Sincerely, [redacted] President

Initial Business Response /* (1000, 8, 2015/09/21) */
This service work for Mr*** has been taking care of and we have verified that the customer is fully satisfiedWe apologize for any miscommunication that occurred with the scheduling of the service callWhile this is not an
acceptable excuse, this August, we had three key office staff all require time off for out of state weddings, and that spread us too thin, particularly in scheduling where we were rotating personnel
We will make sure that this does not happen againOur A+ Revdex.com rating and positive online customer reviews will confirm that our we are committed to outstanding customer service, and we apologize to Mr*** for this situation
Sincerely,
Mark ***
President

Initial Business Response /* (1000, 5, 2014/05/08) */
Contact Name and Title: [redacted], President
Contact Phone: XXXXXXXXXX X420
Contact Email: [redacted]@creativemirror.com
We sincerely apologize to Mr. and Mrs. [redacted] for anything that we may have done to cause them be upset and file...

this Revdex.com complaint. At the final installation, Mrs. [redacted] told me personally that the job looked "great" and our installers were "fantastic". It was not the quality of the final product installed that is the problem on this job.
Creative Mirror & Shower installs over 5,000 shower doors per year, and this particular shower enclosure was definitely one of the top 10 most complex shower doors that we would have installed out of those 5,000+ units each year.
This particular job was very involved, as it had:
a) a heavy glass door that could not be hung off the wall and instead had to be hung off another glass panel, which is one of the most difficult installs to do in our business (hanging a 200 pound sheet of glass of another sheet of glass).
b) above the glass door, was another "operable" transom of glass that tilted open and shut to allow or disallow ventilation. This transom piece is also connected via glass to glass hardware with nothing secured to the walls, so it is not easy to do.
c) All of the glass was then secured only with small clamps on the left and right glass fixed panels, rather than "channel set", which basically allow no room for tolerances that are inherent in the fabrication and glass tempering processes supplied by our vendors.
A similar door to this is shown on #27 at this link, but the [redacted]'s door was more complex because their door wsa required to be in the center, forcing the glass door to be hung off a glass panel rather than the solid wall as shown in the photo:
http://www.creativemirror.com/shower-doors/frameless.php picture #27
** Also, we are attaching the computer software diagrams for the glass enclosure to convey the complexity (out conditions, etc.)
It is common for a precision engineered tempered glass enclosure like this to require an extra step or two to get dialed in for the final install (tempered glass cannot be altered, cut, or modified once it is heat treated). In fact, government specifications allow the tempering facility up to 1/8" dimensional variance per panel, so when four or five panels are connected together and fit tight into walls without channel, the last piece can easily require final adjustment.
Preceding the [redacted]'s install, the first installation required one more attempt to get the install dialed in just right. We tentatively scheduled that 2nd install attempt but the glass came in still not sized just right from our vendor and we proactively identified that in a quality control inspection ahead of the install date, and called the [redacted]'s to let her know that we had to wait a bit longer for the glass to come in from our vendor correctly.
The final install went in fine, which we did on a Saturday to accommodate the customer and not conflict with any work commitments. Overall, we had one extra install trip to finish the install. The overall job did take longer also because the vendor re-order came in still not sized as precise as it needed to be ad outlined above.
The major problem occurred when Mrs. [redacted] refused to pay the balance due at the final install per terms and conditions of the contract. Mrs. [redacted] wanted to reduce the balance to compensate her for extra time the job took, which we can understand and respect her asking for this, but company policy does not allow price reductions due to vendor or company error. Additionally, in this case, the job was very complex to start with and could easily require a second trip to get it dialed in just right. Apparently, Mrs. [redacted] had been trying to persuade customer service personnel ahead of the install to reduce the balance, and that was never agreed upon because company policy does not allow it.
Our contract and company policy as outlined in the first paragraph of the binding contract between merchant and consumer states clearly that "Delays may result due to mistakes, re-orders, and that in this situation we do our best to expedite, but there is strictly no financial compensation.
Mrs. [redacted] refused to accept this policy and no one has the ability to alter it as it is corporate policy, and a contract term agreed upon by the consumer and the merchant.
At the final install, I did give Mrs. [redacted] about $100 worth of care and maintenance products at no charge, which included glass cleaner, squeegee, microfiber towels, and essentially everything needed to maintain the door for a long time. I had thought the free care & maintenance products were already offered when Mrs. [redacted] talked with our Installation Manager before getting to me on that Saturday, but apparently that conversation did not get too far as Mrs. [redacted] offered to only pay half the balance due at that time, which it then escalated to me.

At the final install, despite discussion with our Installation Foreman and then myself, Mrs. [redacted] would not pay the balance due and had our workers wait outside for her husband to come home in which we had to start the entire process again explaining that the full balance needed to be paid. After a while, Mr. [redacted] arrived, clearly not happy with what was going on and he also demanded money off.
Eventually, the [redacted]'s paid the balance due and also accepted the approximately $100 in care and maintenance products that we offered them.
I SINCERELY apologize for any stress this caused the customer.
On that Saturday install, I was also frustrated as during all of this unfolding I was having lunch with my 23 year old daughter before dropping her off at the airport to move to California for a new job. At one point, I did say to Mrs. [redacted], that if the customer refuses to pay, then the product can be removed for nonpayment, but we never want that to actually happen of course.
I also personally told the customer and left them messages apologizing for letting them down in any way. I gave them my personal cell phone number and my email address should then need any service on their shower door per the contract warranty. I again apologized when I saw this Revdex.com complaint, leaving messages for both Mr. and Mrs. [redacted]. Our apologies were for letting the customer down and not having them happy with our company even though the final install was "great" and the installers "fantastic", on a difficult job.
Over 40 years, we have installed over 150,000 custom shower door and custom mirrors, and while most of the time we succeed on the first try, sometimes it takes a service call to dial it in just right. We stand behind our work and we care about our customers. We let the [redacted]'s down and for that I feel terrible. Our track record though speaks for itself. After 150,000 installs we have had so very few Revdex.com complaints and most years we are "complaint free" entirely despite 5,000 shower installs per year!
If the [redacted]'s could find it in their heart to remove their Revdex.com complaint, we would appreciate it, and our workers who stand to also get hurt from a complaint, would also. We did what we could, and that was to install a beautiful high end custom shower door.
We gave the customer what we could with the free glass cleaner, squeegee, microfiber towels and care/maintenance [redacted].
Either way (Revdex.com complaint or no Revdex.com complaint), we stand behind the product installed, and if anything is needed in the way of service, we look forward to honoring our contract and warranty obligations.

Sincerely,
[redacted]
President

We are very pleased with the price and services we received from Creative Mirror. Chris and Dave did an awesome installation job.

I live in the area and have purchased several replacement pieces of glass here before. This most recent encounter, I left very disappointed in the service received.

A few weeks ago, I stopped in and received a quote in the morning before work. I left with my piece and quote only to call back in the afternoon with a question. Once my question was answered, I said I would be stopping in on my way home from work to place the actual order. On my way, I called to say I was stuck in traffic about 30 minutes before closing. I told the sales associate that I would be at the absolute most about 5 minutes past closing, but that I was on my way if someone could wait for me. I was informed that no one would be there at that time. I politely asked if anyone could wait an extra 5 minutes as I needed to place the order to make sure I would have the piece in time for an event. The paperwork and account was already set up and waiting for me. I was told again no one could wait for me.

Call me old fashioned, but this experience made me feel much unappreciated. I work hard for my money and have been a loyal returning customer for several years. I understand I may not be the best customer, but I was still a customer at that and the fact that no one could stay 5 minutes to help me was, in my opinion, very rude.
In my own profession, when someone calls and says they are running a little late I don’t tell them I’ll be locking them out and to come back another day. I know I appreciate my customers and understand that they are taking time of their busy schedules to send business my way. I just would never treat a customer of mine that way and I guess didn’t like be treated like an inconvenience instead of a client wishing to spend money.

I get every place closes, but 5 minutes seemed pretty petty to me. Safe to say, I took my business elsewhere and do not plan on returning anytime soon.