Initial Business Response /* (1000, 6, 2015/11/19) */
When I, the owner, was told about the issues with this installation and that the customer was stating Denver Glass Interiors was going to pay for all costs to repair his shower, including hotel rooms, I immediately contacted our insurance
companyOur agent told me not to call the customer or make any promisesThey said they would contact him, investigate, and take care of this issueThe customer has made numerous aggressive remarks, using profanity, to our showroom sales lady, our installers, and our bookkeeperIn retrospect I wish I would have contacted the customer personally, as I normally would, and perhaps we could have settled this with less duressOur Vice President was directly involved and here is his statement:
On 8/21/we sent (2) installers to install a 3/8" thick glass frameless shower door & glass panelThis type of shower door requires at least (2) wall mount hinges, with (4) mounting screws per hingeAs soon as we drilled through the tile and sheet rock water started coming through the holesWe found out later that his plumber had installed plastic water pipes from the fixtures in the shower, down to the area above the shower pan, and around the perimeter of the pan, so that he could get the water supply to the sink faucets on another wallWe would never have suspected that there would be water pipes at the location where the shower door would goWe have never encountered a situation where plumbing was installed like this, and no one informed us that the water pipes were thereThe plumber did not install any metal protective plates on the wooden studs as they do with electrical when it is installed through studsProtective plates would have given an indication that there were pipes running in such a mannerI explained that this really wasn't our fault and that his plumber should have never installed any plastic, unprotected water pipes in that areaI told him that we would get with our insurance company and have them decide a course of action
I contacted our owner as soon as I received calls from the installers, and we contacted our insurance company
The customer said that his contractor would do the work, and we would pay him, still insisting that it was our entire problemI told
him that our insurance company would probably need to send someone out to look at the damage, but he told me that he would
not deal with the insurance company, that it was D.G.I.'s problemI tried to explain that it was just like a vehicle accident with
insurance companies involved, but he continued to refuse to deal with our insurance- clear up to when they tried to issue the final payment checkEven though I told him repeatedly to wait for the insurance company to contact him before proceeding the customer had his contractor start the repairs that dayWe then told him that when the wall was opened up, and the pipes moved, to let us send a measurer to inspect where the new pipes will be so we didn't have the same thing happen againWhen our measurer returned after repairs were completed, the wall was already closed up and we had to go with the customer's guess on where the pipes were nowWe fabricated a new door, at our cost, to move the location of the hinge cutouts, and installed it on 9/11/As our installers left his residence the customer told them how horrible we were
When our bookkeeper called to collect the balance due the customer told her we were all horrible and hung up on herAt that time I told our bookkeeper to turn him over to collectionsAlthough it is unfortunate that the water pipe was penetrated, DGI's insurance company paid the claim, we re-cut and installed his shower door, and we tolerated his verbal tiradesThe customer has paid us in full and we truly hope he enjoys his new shower for years to come
Initial Business Response /* (1000, 6, 2015/11/19) */
When I, the owner, was told about the issues with this installation and that the customer was stating Denver Glass Interiors was going to pay for all costs to repair his shower, including hotel rooms, I immediately contacted our insurance
companyOur agent told me not to call the customer or make any promisesThey said they would contact him, investigate, and take care of this issueThe customer has made numerous aggressive remarks, using profanity, to our showroom sales lady, our installers, and our bookkeeperIn retrospect I wish I would have contacted the customer personally, as I normally would, and perhaps we could have settled this with less duressOur Vice President was directly involved and here is his statement:
On 8/21/we sent (2) installers to install a 3/8" thick glass frameless shower door & glass panelThis type of shower door requires at least (2) wall mount hinges, with (4) mounting screws per hingeAs soon as we drilled through the tile and sheet rock water started coming through the holesWe found out later that his plumber had installed plastic water pipes from the fixtures in the shower, down to the area above the shower pan, and around the perimeter of the pan, so that he could get the water supply to the sink faucets on another wallWe would never have suspected that there would be water pipes at the location where the shower door would goWe have never encountered a situation where plumbing was installed like this, and no one informed us that the water pipes were thereThe plumber did not install any metal protective plates on the wooden studs as they do with electrical when it is installed through studsProtective plates would have given an indication that there were pipes running in such a mannerI explained that this really wasn't our fault and that his plumber should have never installed any plastic, unprotected water pipes in that areaI told him that we would get with our insurance company and have them decide a course of action
I contacted our owner as soon as I received calls from the installers, and we contacted our insurance company
The customer said that his contractor would do the work, and we would pay him, still insisting that it was our entire problemI told
him that our insurance company would probably need to send someone out to look at the damage, but he told me that he would
not deal with the insurance company, that it was D.G.I.'s problemI tried to explain that it was just like a vehicle accident with
insurance companies involved, but he continued to refuse to deal with our insurance- clear up to when they tried to issue the final payment checkEven though I told him repeatedly to wait for the insurance company to contact him before proceeding the customer had his contractor start the repairs that dayWe then told him that when the wall was opened up, and the pipes moved, to let us send a measurer to inspect where the new pipes will be so we didn't have the same thing happen againWhen our measurer returned after repairs were completed, the wall was already closed up and we had to go with the customer's guess on where the pipes were nowWe fabricated a new door, at our cost, to move the location of the hinge cutouts, and installed it on 9/11/As our installers left his residence the customer told them how horrible we were
When our bookkeeper called to collect the balance due the customer told her we were all horrible and hung up on herAt that time I told our bookkeeper to turn him over to collectionsAlthough it is unfortunate that the water pipe was penetrated, DGI's insurance company paid the claim, we re-cut and installed his shower door, and we tolerated his verbal tiradesThe customer has paid us in full and we truly hope he enjoys his new shower for years to come