Foothills Glass, Inc.

Initial Business Response /* (1000, 6, 2015/05/22) */
Foothills Glass is 100% committed in Mr. [redacted]'s job regarding the shower door. First let me explain that these shower doors come as a kit to our shop. All we do is install Arizona Shower Doors unit. WE did so and Mr. [redacted] was not...

happy with the glass due to a manufactures flaw. When we installed the molding it was perfect. Now it looks as if someone dragged equipment over the metal scratching the finish. We offered to repaint the finish however he has refused our man access to the job. Can you help us with Mr. [redacted]. We are still committed on completing this job.
Initial Consumer Rebuttal /* (3000, 8, 2015/05/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After 6 months of repeated failures to show up at appointments and poor workmanship, I find it hard to believe that Foothills Glass is committed to finishing their installation of this shower door. The repainting of the door is only one of several issues. I would be satisfied and call this problem resolved if Foothills Glass did either of the following things:
1. Have a different, qualified technician address all of the issues listed below
or
2. Allow me to deconstruct the shower door and leave the materials on the curb of my home on a predetermined day and grant me a 100% refund.
Here is the full story of the installation and the outstanding issues:
There have been more missed/no-show appointments (without any notice, or, worse, telling us more than once that their employee was running to a different job first but would definitely be there later that day, never to show, and then the owner was suddenly "unreachable"). For about 4 completed appointments, there have been roughly 10 of these unexplained no-shows. The repainting of the frame is the most common excuse for not showing up. When I call after a missed visit, [redacted] (the owner) tells me that [redacted] (the installer) had picked up touch up paint but it was not the right shade and he is trying a different supplier. After the third wrong shade of the common oil-rubbed bronze color, I stopped believing [redacted].
1. REPLACE THE PITTED GLASS DOOR: On the first attempt, [redacted] shattered one of the two sliding doors.....I still find glass in my bedroom. The other of the two doors was chipped (this is the manufacturer's flaw that Foothills Glass mentioned in their response). It took them over a month to replace the doors. One of the two replacement doors is pitted. The pitting has not been addressed.
2. LEVEL THE FRAME: The top rail of the frame is not level. It is easy to see with the naked eye. It is about 2 inches out of level over a 5 foot section.
3. REFINISH THE PAINT: The frame is scratched badly in multiple places. While we didn't notice it during the initial installation, we caught it soon after and still before the next visit. [redacted] knew that it had been scratched because he brought a new bottom rail with him on the second visit because the original was so badly scratched.
4. SWAP IN A BETTER FITTING GUIDING PIECE: The doors wobble because the plastic guiding piece in the middle of the bottom track is made for thicker glass. They have never even attempted to swap it out for a proper one despite constant reminders. This is a serious safety issue.
5. USE A QUALIFIED TECHNICIAN: The installer, [redacted], has proven careless with little attention to quality. He's been here 4 times and the issues above have yet to be addressed.
What the company is referring to by "refusing our man access" is that we've asked for a more qualified technician to finish the work given the issues and concerns listed above. We have never heard from the business attempting to address the outstanding issues (to the contrary, calls have been dodged and messages unreturned). We'll take any calls, anytime, from the managerswe're asking for the issues above to be repaired by any other qualified installer. If this isn't feasible, we're requesting a full refund (and will allow Foothills Glass to pick up the materials).
Final Business Response /* (4000, 23, 2015/07/25) */
The shower door that [redacted] ordered is a special order shower door unique to his shower and can not be resold. He special ordered and picked it out so he purchased it. We did give him a receipt and apparently he lost it. We would be happy to send him a replacement receipt. Our offer as well still stands.
Final Consumer Response /* (4200, 25, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again, Foothills Glass did not address any of the issues previously brought up. What is this reference to a receipt about? The receipt has not been a part of ANY previous conversation. Even if this shower door was not custom, they beat it up so bad that they couldn't resell it anyway. I refuse their offer. My offer still stands.