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Danny's Glass of Roanoke, Inc.

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Reviews Danny's Glass of Roanoke, Inc.

Danny's Glass of Roanoke, Inc. Reviews (6)

Our proposal states exactly:  Replace all broken tile (supplied by owner).  We used all 8 tile the owner had.  The owner did not supply us with any more tile.  We were not required to supply any tile.  We used a tile adhesive and clear caulk on another 5 tile that had cracks but were not broken apart.  The alleged broken tile referred to in the insurance adjuster's photos WERE NOT BROKEN at the time of our work.  We have never seen the photos and the homeowner has not supplied us with the photos.  How many people have traipsed across this roof since we did our work 15 months ago?  The Homeowner has had several roofers walk on her roof in addition to an inspector and insurance adjuster. Each time a person walks on the tile the potential for more breakage is high, especially if they don't know how to walk on tile.  To help solve this complaint, we would be willing to purchase up to 10 pieces of tile and replace the tile that are NOW broken.  It must be understood by the homeowner that the color of the replacement tile WILL NOT MATCH the existing tile color.  The homeowner must also understand that replacing the tile WILL NOT STOP ANY LEAK she may have.

We never "completely re-roofed" the building.  We only re-roofed the flat tar & gravel area.  The leak area was not within our scope of work.  It was at the metal tile pitched roof intersection with the exterior parapet wall.  We did deny any responsibility for the mold...

growth and stand by that position to this day.  We took this customer on to the roof, showed her where the problem was, explained why it was not within our scope of work and she would not accept that.  We explained to her she would need a stucco contractor to do stucco repairs on the outside of the parapet wall as it intersects with the pitched metal tile roof.  THIS AREA HAS NOTHING TO DO WITH OUR FLAT TAR & GRAVEL ROOF AREA!  This customer hired a stucco contractor to do the repairs we suggested.  On November 5, 2016, we had a significant hail/rain storm in the City and did not receive a phone call from this customer regarding the leak.  I guess the stucco repair we suggested which she had completed worked.

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason if he complaint will be closed Administratively Resolved]The sequence of roof issues is not correct. When I first contacted Alvarado Roofing the only roof issue I had or aware of was a leak around a vent in the garage. When the rep was out to estimate the cost to repair that leak we discussed roof maintenance to help extend the life of the roof. He stated and submitted the cost to replace All broken roof tile, etc. The leak in the exterior entry wall didn't occur until about a year after the roof maintenance was done. There was no visible sign of how the water got there. At that time I contacted Alvarado to find out what the problem was. I was told that debris had been blocking the water flow for sometime and caused the felt to deteriorate and there should be water gushing into my house.  I checked the bedroom closet, which is also the exterior wall with the leak, and found mold. At that point I contacted my homeowners insurance company and they sent out an adjustor. She took a picture of the roof just above where the leak was and it showed broken tiles. The picture is on file with the insurance company. The adjustor explained that over time water was running under the tiles rather than over them causing the problem. I recontacted Alvarado Roofing and was sent a diagram that showed which tiles were replaced. If you look at the roof diagram there were no tiles replacement in the area in question.  Alvarado's rep finally stated that at least one tile was broken in area. This is in an email.  Actually 4  tiles had to be replaced when the roof was repaired.Based on the picture taken by the insurance adjustor, her explanation of the roof situation, the roof diagram from Alvarado and Alvarado's rep stating there was at least one broken tile in the area and not replaced Alvarado Roofing did not replace all broken tiles as stated  would be done in the roof maintenance bid.

Complaint: [redacted]
I am rejecting this response because:
Alvarado Roofing: Our proposal states exactly:  Replace all broken
tile (supplied by owner).  We used all 8 tile the owner had.  The
owner did not supply us with any more tile.  We were not required to
supply any tile.  We used a tile adhesive and clear caulk on another 5 tile
that had cracks but were not broken apart.  The alleged broken tile
referred to in the insurance adjuster's photos WERE NOT BROKEN at the time of
our work.  Response: The proposal did state replace all broken tiles using tiles supplied by owner. I did supply more than 8 tiles--actually 13. I was never told adhesive and clear caulk were used on the tiles. When the job was completed and the Alvarado rep came to get paid he did not inspect the roof to be sure all broken tiles were replaced. Had he inspected the roof and informed me additional tiles were broken I would have purchased additional tiles to complete the job.  Also the diagram of my roof supplied by Alvarado shows that no tiles in the southeast quadrant (roof above entryway) of the roof were replaced. This is where the leak occurred and why I recontacted Alvarado to determine what the problem was. Your rep checked the roof and reported that the felt, roofing paper, was badly deteriorated and water penetrated the wood. He also stated that this had to occur over a long period of time and I should have water gushing into my house. I then checked the bedroom closet, outside entry wall, and found mold. Alvarado Roofing: How many people have traipsed across this roof since we did our work 15 months ago?  The Homeowner has had several roofers walk on her roof in addition to an inspector and insurance adjuster. Each time a person walks on the tile the potential for more breakage is high, especially if they don't know how to walk on tile.  To help solve this complaint, we would be willing to purchase up to 10 pieces of tile and replace the tile that are NOW broken.   Response: No one walked on the roof from the time Alvarado's crew replaced tiles until the Alvarado rep came 12 months later after I called about the leak in the exterior wall. He give me a quote to repair/reroof the area. It as after the Alvarado rep was here that the insurance adjuster inspected the roof and mold issues. She did her inspection from a ladder in the entryway, was able to take a picture showing the broken tiles, and never got on the roof. She confirmed that the felt had deteriorated to the point of allowing water to leak into the house. Based on the  photo of the area she stated that there were two broken tiles that caused water to run under the tile instead of over it causing the felt to deteriorate. Debris was not shown or mentioned during the inspection. She also confirmed what the Alvarado rep said about the felt deteriorating over an extended period of time.  Based on what both of them said the conclusion is that the felt did not deteriorate in 12 months -- it takes a lot of water running over the felt for an extended period for this to happen. Also later in an email the Alvarado rep did state he saw one broken tile in the area when he checked about the leak. This information leads to the conclusion that not all broken tiles were replaced at the time the Alvarado crew supposedly replaced all broken tiles.I hired a contractor to reroof/repair and replace broken tiles in the southeast quadrant where the leak was and mitigate the mold. There are no broken tiles in the area now. The offer to replace the now broken is not acceptable.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

My estimator was never made aware of a leak in this customer's tile roof.  The proposal given to her states: Provide roof repairs as follows:  Replace all the broken tile (supplied by owner).  Reset and adhere all slipped tile.  Re-mortar all pipes, penetrations and hip...

transitions.  We did exactly that.  We used all the tile she had.  If we were made aware of a leak, we would have addressed it in our proposal.  It would have stated:  Remove tile around the vent pipe or remove tile around the skylight or remove tile around the chimney or remove tile from the valley, etc.  Remove 1x2 batts.  Replace deteriorated underlayment.  Seal flashings to underlayment.  Reinstall 1x2 batts.  Reinstall tile.  We would have issued a one year warranty on this type of repair.  Now, 13 months later, she notices a leak (which we never addressed) and wants a refund?

Review: On 8/14/13 I contracted with this location to provide 2 pieces of custom cut annealed glass, cut per my provided pattern, to be used for aquarium lids. They were to make a cutting pattern from my tracing pattern, cut the glass and cut a round hole into the glass. I spoke at length with the manager [redacted] and the technician [redacted] about cutting these items and the specific nature of the cuts, which involved a radius cut and and a circular hole. I also explained that two other glass cutting companies advised me this could only be done in Lexan and told them I preferred glass, but I would accept Lexan if needed. At no time did either [redacted] or [redacted] tell me these items could not be produced or that there would be any expected difficulties or delays in producing these items in glass. [redacted] even inferred the other companies were being difficult and making a big deal out of producing my items in glass and that it was a simple process. They even explained they had the special drill required and described how they cut a circular hole on another customer's items with this special drill. [redacted] reviewed my pattern and showed me two areas that required a slight modification so the glass could be cut without producing what he called a "fish eye". I agreed to these modifications. Since this business advertises itself as performing all manner and types of custom glass cutting, I felt confident they knew what they were talking about and that my items would be produced in reasonable time and with quality and care. I agreed to the charges, gave my credit card for preaproval, deposit and to secure the contract. I was given a promised completion date of 8/20/13. This date came and went with no contact from the location. I called on 8/21/13 and was told "we've been so busy" but [redacted] could not give me a firm date other than it should be ready by the end of the week. Well again, the end of the week came and went with no contact from the location. I called the location and again I was given a run around by [redacted] about when to expect my items, but she did state they would be ready soon. Over the weekend, I started searching online for the company's information and found their corporate HQ in Gloucester, VA. The website had a "contact form" to contact the president and owner, which I did. Suddenly, I began receiving calls from [redacted] and she assured me she was booking time on the production calendar on 8/30/13 from 10 am - 12 pm to cut my items and they would be ready that afternoon. 8/30/13 arrived and again, I had no contact from this location. I drove over there and arrived at 2 pm. The person working the front desk (Theresa) was polite, but said she knew nothing about the status of my order or if it was complete. The technician had left the office and could not be contacted for information. I had given my credit card number on my first visit to secure the contract and run preaproval, so [redacted] gave me a $30.00 discount "for my trouble" and told me she would try to find out something and call me later that day. Theresa called me back in about an hour and told me they were having difficulties cutting the items in glass. I told her that I had previously discussed with [redacted] and [redacted] that I would be amenable to having the items cut from Lexan if the glass wasn't cutting properly. [redacted] seemed surprised about this, but I assured her it had been discussed. I told her that I did not want to wait any longer and I was annoyed with the wasted trips driving across town when all someone had to do was call me to discuss this. Again, [redacted] said she would check into this and call me back. In the meantime, I called the headquarters location and left a voice mail for the owner and president. Shortly thereafter, I received a call from [redacted] and she assured me the items would be cut from Lexan at no additional charge and that I could come back later that evening and pick them up from the drop box located near the side door of of shop. [redacted] explained the technician, [redacted], was staying late to complete my order. She inferred he wasn't pleased about the extra work, but he already had a late appointment at 4:30 pm so he would get to my order after that. She did not think the items would be ready by 5:00 pm, but told me they would be left in the drop box near the side door and I could pick them up. I returned later that evening at 7:00 pm and did find my items as promised by [redacted]. However, it was quite obvious they were cut with haste and no care or concern for quality. The two pieces appeared to have been thrown into the drop box. The cuts were ragged, with jagged edges and chips. The cuts were not straight and the two pieces were even different sizes. (They were supposed to be identical). They holes that were cut into the pieces were jagged, not circular and had the appearance of being hacked in. (I have pictures of all this to substantiate the condition of the items) The pieces of Lexan were scratched in places and covered with black grease in places. This was clearly inferior work and in my opinion was done to be spiteful and with no intention to fulfill our contract. I left a note on the items, refusing the items. My note said I thought this was junk, a joke and looked like a third grader had cut them with a plastic butter knife. Obviously, I was not happy with the quality of the work. I called the company headquarters and left a voice mail for the president and owner and also called the local office and left a voice mail expressing my extreme dissatisfaction and my belief this was done purposely to spite me. I have not received any call back with an explanation or contact from anyone expressing their regrets. I am not annoyed that the items could not be cut out of glass, despite the assurances of the manager and the technician they would have no problem whatsoever. This is what someone would expect from a business, especially one that bills itself as experts in producing custom glass. As I stated, I would have agreed to having Lexan as a substitute. What annoys me is the horrible customer service and what I view as aggressive, spiteful behavior. I simply cannot believe that someone would actually do business like this and treat a customer this way. It's beyond belief. The lack of communication and mismanagement of what should have been a simple transaction in my opinion caused these problems and also caused me two wasted trips across town and needless inconvenience and wasted time.Desired Settlement: 1) Do not charge my credit card for this contract. 2) Remove and destroy my credit card information from the records, including the notes on the computer. 3) Return my pattern and pictures to me, via mail. 4) Issue a written explanation to me, via mail, of the failure of the service and an apology for the horrible treatment and poor customer service. 5) Reimburse me for my two wasted trips across town in the form of a $10.00 gas gift card. Please note, I do not wish to receive and telephone contact from any representative of this company. The time for calling me and making this right has passed. I require that all contact be in writing. Please note, that I reserve the right to post reviews and ratings on commercial ratings websites that state my opinions of these events and my experience with this company.

Business

Response:

I don't know what went wrong I did call Mr. [redacted] 2 diff times I did take him in the back to see [redacted] to see if we could fix the fish tank cover, he said we could then I came up front of office. [redacted] called me to see if or when he could pick up glass I told him [redacted] was real busy & did not have time to get them cut. He said he was not in a hurry. So that's all I know. I did tell him a week later they would be ready on Friday. I was off that day so I don't know what happened.Thanks,[redacted]

Business

Response:

[redacted], I would like to apologize for the issues concerning your order, I do understand that we were able to accomplish your order in a timely or satisfactory manner. Although it seems like a small and simple job, looking back on it now they probably shouldn’t have attempted the job given their current workload. We will not bill your credit card and I will make sure and credit card information is destroyed. I can assure you that nothing done was with any intent to be spiteful. Upon seeing your initial complaint I contacted my store and let them know that this situation needed to be taken care of and they told me they would get it done. My understanding from when you went in to see [redacted] and the order was still incomplete she informed me that [redacted] was working on your order and it broke during the process from attempting to cut to the drilled holes. Fabricating glass is a little different and more unforgiving than most materials to cut, especially when notching with inside corners is what is needed. At that point [redacted] and I discussed the option of Lexan as well, I asked that [redacted] get them cut out of Lexan even if he had to stay after hours to do so. I am sorry to hear that the Lexan was cut the way you described it, it should have been saw cut then sanded to smooth out the edges. I do understand your feeling about making the situation right, but I would like to offer to cut the glass here at my flat glass facility in Yorktown, VA and box and ship them to you at no charge of course. If that is not acceptable I do completely understand, and I will have my shop mail your pattern to you and I will get a gas card and mail to you as well for your inconvenience per your request. Sincerely, Danny EdwardsDanny’s Glass Inc.Date Sent: 9/25/2013 12:00:00 AMI don't know what went wrong I did call Mr. [redacted] 2 diff times I did take him in the back to see [redacted] to see if we could fix the fish tank cover, he said we could then I came up front of office. [redacted] called me to see if or when he could pick up glass I told him [redacted] was real busy & did not have time to get them cut. He said he was not in a hurry. So that's all I know. I did tell him a week later they would be ready on Friday. I was off that day so I don't know what happened.Thanks,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Regards,[redacted]

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Description: AUTO REPAIR - WINDSHIELD, GLASS SHOPS, GLASS-AUTO, PLATE, WINDOW, ETC.

Address: 4305 Melrose Ave., N W, Roanoke, Virginia, United States, 24017

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