Darien Plate Glass

Complaint: [redacted] I am rejecting this response because: the mirrors were not level and I had a contractor confirm it The ceiling is level that confirmed as well All I asked was for your father to fix the mistake, instead he was rude and hung up the phone I was very polite with him And he made it clear he would not be coming back to fix the issue Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:
the mirrors were not level and I had a contractor confirm it.  The ceiling is level that confirmed as well.  All I asked was for your father to fix the mistake, instead he was rude and hung up the phone.  I was very polite with him.  And he made it clear he would not be coming back to fix the issue.
Sincerely,
[redacted]

My father and I are the co-owners of this business.  My father had explained to me that this customer's wife had called to request that we come out to remove a mirror from her wall, cut it in half and re-install the mirror.  My father graciously fit her into our busy schedule that day to...

remove the mirror and said he would try to cut it down and re-install it by the end of the week, which was the week of 5/19/14, and he had picked up the mirror the Tuesday of that week.  He was away that Wednesday, 5/21/14- Friday, 5/23/14.  She had called the following morning and requested the mirror also be cut down in height as well and asked when again we would be able to come out to re-install the mirror.  We said again that we would try to fit it in to the schedule as soon as we could; however our week was pretty busy.  She called again the following morning, Thursday, 5/22/14, leaving a message if we would be out that morning to re-install.  I called her back to explain that we not only had work to do to the mirror, cutting and polishing, which takes some time, but also I was trying to see how I can squeeze her in and that I would call her as soon as I could, but I was hopeful I would be able to complete the job for her by Friday of that week, 5/23/14.  She called again Friday morning, 5/23/14, asking if we were coming out to complete the job.  As soon as I discovered a time we were able to go later that morning, I called her and she was very happy we were able to re-install before the week ended.  She said someone would be at the house and we were able to go over at that point, which we did.  She also stated to me that there were specific instructions on the wall where they were to install the mirrors explaining how they wanted it to be installed.  My employees came back explaining that everything had gone smoothly.  I did not hear from these customers until after the weekend, Tuesday, 5/27/14, in which there was a message explaining that the mirrors were askew and didn't seem to be level.  My father had been back, and we were perplexed as to what might have happened, so he immediately went over to the house the day we received the message to investigate the matter.  The wife was the only one at home, and as my dad reviewed the situation, taking out his level and measuring tape, he noticed the ceiling was not level, causing the mirror to have an askew appearance; however the mirror was cut perfectly straight and installed perfectly level, according to the customer's instructions.  My dad explained this to the wife and she seemed to understand.  We then received a phone call the following morning, 5/28/14, and the man was very disagreeable with my father regarding the fact that he believed it was the mirror and not the ceiling.  However, my dad has been in business for over 30 years and this situation has occurred before, in which walls and ceilings are not perfectly level, and we make adjustments according to this when we are providing the mirrors; but in this situation, we were using the customer's mirrors and following very specific instructions on how they had wanted it cut and how they wanted it to be re-installed; therefore the job was completed in alliance with the customer's measurements and installation requests that we followed precisely.  It is out of our hands that the ceiling is out of level.  I am willing to go back with one of our contractors to assess the situation again; however we feel we have done everything right on our part, and we are confident in our ability to provide quality service to all our customers.

Review: Darien Plate glass cut and hung two mirrors in my bathroom. When I saw the finished work it was obvious the mirrors were not level. I called them and they came back the next day and told my wife the ceiling was not level and the mirrors were perfect. Let me assure you that is not the case, as I got out my level and measuring tape. So I politely called the guy the next day to explain this to him. What I got was a rude and totally professional response, followed by a hang up of the phone. Just to be sure that I wasn't missing something I had a contractor, who was doing some work at the house take a look. He agreed completely with me and couldn't understand how this guy could hang these mirrors this way and why he didn't fix them. So now we go through the motions of putting a stop payment on the credit card, and with multiple pictures of his work, I will not be paying this. Sad to say all he had to do was be polite and fix the problem but evidently this guy doesn't know how to treat customers.Desired Settlement: He can fix his mistake and get paid, and all is forgotten or he can try and get his money from the credit card company, but good luck with that.

Business

Response:

My father and I are the co-owners of this business. My father had explained to me that this customer's wife had called to request that we come out to remove a mirror from her wall, cut it in half and re-install the mirror. My father graciously fit her into our busy schedule that day to remove the mirror and said he would try to cut it down and re-install it by the end of the week, which was the week of 5/19/14, and he had picked up the mirror the Tuesday of that week. He was away that Wednesday, 5/21/14- Friday, 5/23/14. She had called the following morning and requested the mirror also be cut down in height as well and asked when again we would be able to come out to re-install the mirror. We said again that we would try to fit it in to the schedule as soon as we could; however our week was pretty busy. She called again the following morning, Thursday, 5/22/14, leaving a message if we would be out that morning to re-install. I called her back to explain that we not only had work to do to the mirror, cutting and polishing, which takes some time, but also I was trying to see how I can squeeze her in and that I would call her as soon as I could, but I was hopeful I would be able to complete the job for her by Friday of that week, 5/23/14. She called again Friday morning, 5/23/14, asking if we were coming out to complete the job. As soon as I discovered a time we were able to go later that morning, I called her and she was very happy we were able to re-install before the week ended. She said someone would be at the house and we were able to go over at that point, which we did. She also stated to me that there were specific instructions on the wall where they were to install the mirrors explaining how they wanted it to be installed. My employees came back explaining that everything had gone smoothly. I did not hear from these customers until after the weekend, Tuesday, 5/27/14, in which there was a message explaining that the mirrors were askew and didn't seem to be level. My father had been back, and we were perplexed as to what might have happened, so he immediately went over to the house the day we received the message to investigate the matter. The wife was the only one at home, and as my dad reviewed the situation, taking out his level and measuring tape, he noticed the ceiling was not level, causing the mirror to have an askew appearance; however the mirror was cut perfectly straight and installed perfectly level, according to the customer's instructions. My dad explained this to the wife and she seemed to understand. We then received a phone call the following morning, 5/28/14, and the man was very disagreeable with my father regarding the fact that he believed it was the mirror and not the ceiling. However, my dad has been in business for over 30 years and this situation has occurred before, in which walls and ceilings are not perfectly level, and we make adjustments according to this when we are providing the mirrors; but in this situation, we were using the customer's mirrors and following very specific instructions on how they had wanted it cut and how they wanted it to be re-installed; therefore the job was completed in alliance with the customer's measurements and installation requests that we followed precisely. It is out of our hands that the ceiling is out of level. I am willing to go back with one of our contractors to assess the situation again; however we feel we have done everything right on our part, and we are confident in our ability to provide quality service to all our customers.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

the mirrors were not level and I had a contractor confirm it. The ceiling is level that confirmed as well. All I asked was for your father to fix the mistake, instead he was rude and hung up the phone. I was very polite with him. And he made it clear he would not be coming back to fix the issue.

Sincerely,