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Frontline Glass Inc

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Frontline Glass Inc Reviews (2)

Review: I hired Frontline Glass to install new windows in my house. Before the work began, they came to my house, tested it for lead, and told me I would have to pay an additional $390 for lead mitigation. I paid the money, but I recently discovered that they did not conduct any of the lead mitigation that is required by the Lead Mitigation law under the EPA (Title 40 Part 745). Even though I paid the money, no lead mitigation was done. Additionally, according to the Lead Mitigation law, I was exempt from paying for the lead mitigation because I do not have children under six years old and there are no pregnant women in the house. Additionally, the windows were installed without any insulation around them and cold air entered my house when winter started. When I called and complained, the owner, [redacted], was extremely rude. I told her I had ice on the inside wood frame around my windows. She said that was normal. She then got into an argument with me about which of her installers had done the work. When she discovered she was wrong, she did not offer any apology for arguing with me. The owners never apologized for their mistakes, being rude, or for all the inconvenience they caused me.Desired Settlement: I want a refund for the lead mitigation money I paid ($390), which was not performed.

Business

Response:

Thank you [redacted] for notifying me yesterday that a customer had submitted a complaint to you and to check my junk mail, it was in my junk mail.

Mr. [redacted] talked to me in early December, my installers went out on December 13th and did some additional caulking, insulating and replaced some trim because of the concerns that Mr. [redacted] brought to my attention.

As to the ice on the inside of his wood framing around his windows, if it gets cold enough outside there can be moisture or even frost on the inside of any window, this is called condensation and it is normal in below zero temperatures.

I and my staff strive to be professional with all of our customers. When a customer calls we have to get information to try to figure out what their issues and concerns are. If Mr. [redacted] took our conversation to be rude that was not my intent, it was only to get information from him, so I could help to get his issues solved.

In reply to Mr. [redacted]'s issue on the lead testing. Frontline Glass did a pre-installation lead test as is required of us by law, we did find

lead in his house, the lead mitigation was done at the time of installation as per the installers attached sheets that will verify this. They used 10 wet cloths and 4 dry. The installers that installed these windows are certified lead renovators. The law does not allow us to only do lead mitigation on homes with children under six or pregnant women. We are required to test for lead in any home that is over a certain age. If lead is found we are required to do lead mitigation to keep the dust down on the inside of the house.

I am not sure why Mr. [redacted] does not believe this work was done. If he has any concerns that there is lead dust from the window installation in his house, we will gladly come out and retest, and will do additional cleaning to assure him that there is no lead residue due to the window replacements.

Sincerely,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

In their response, Frontline Glass alleges that they completed the lead mitigation by wiping the area with 10 wet cloths and 4 dry cloths. This is not what I was told was going to happen. I was told I was being charged $390 because they had to tape plastic down on the floor, cover furniture, vacuum the area with a HEPA filter after the work was done, and dispose of the plastic covering and paint chips in a very specific manner. These actions are in line with the requirements of the Federal law regulating lead mitigation. This regulation is 40 CFR (Code of Federal Regulations) Part 745, specifically Part 745.85. Furniture and curtains were also supposed to be moved away from the work area, which did not occur. Wiping the area with a wet cloth is part of the mitigation, but only one part. Does it sound reasonable to charge someone $390 to wipe an area down with a wet cloth?

I was told specific mitigation techniques would be used and that is why I agreed to the additional $390 charge for the work. In the end, apparently the only mitigation work that was done was to wipe the area with a cloth. Curtains were not removed from the work area as proven by the fact that there is caulking on them, furniture was not moved, the floor was not covered, and no HEPA vacuums were used to remove any lead left over from the work.

My complaint is not that lead remains in the work area, as the owners of Frontline Glass imply (although lead probably is still in the carpet and curtains). My complaint is that I was charged for specified work, told the work was going to occur, but the work was not conducted anywhere near to the what I was told would occur nor anywhere near to the requirements set forth in the Federal regulations that regulate that type of work.

Thank you for your consideration into this matter.

Regards,

Business

Response:

In response to the letter I received on 1/27/14 written by Mr [redacted]. This letter appears to deal with two issues. The first being that he feels that our pricing was excessive for the work we did and the second is that we did not follow the EPA requirements for lead renovation.

Addressing the pricing I have reviewed our invoice and he was charged $300 not $390 he states for the lead work on the fifteen window project. He was provided with a written quote before we did this work and we did not deviate from the quoted price. The time to address pricing concerns is before the job starts and that is why we provide all of our customers with a written quote before we start any project. We have this quote on file that was signed by the customer agreeing to the price.

The second issue is weather we followed the EPA rules dealing with lead renovation projects. I have talked to the two installers on this project. They are both skilled professionals that have extensive window and door experience and are Certified Lead Renovators and can be found on the EPA web site for installers in Montana. My original response did not state that the only work we did was to wipe down with wet and dry cloths. This is in fact the final step as required by the EPA to insure that all lead dust has been removed. We did take down the curtains, covered areas as required by code with plastic , used a HEPA vacuum and disposed of waste products as required. We did not use any tools that create dust such as saws or sanders. The requirements by EPA are specific and require different levels of mitigation depending on the work done. We have done many lead renovation projects in Helena and I am confident that we did this project to the rules set out by EPA. We are a certified company, our installers our certified and we have had an on site EPA inspection that we passed.

I am confident that the work was done professionaly, that we followed EPA rules and that the customer was provided a quote prior to doing the work. As stated in the previous response if the customer is concerned about there being lead in his house Frontline Glass will come back to do testing and clean as required to insure our work is complete.

Review: I ordered a storm door in September 2013. After numerous delays in them actually acquiring the door, then there were 2 cancellations on the install. Finally 3 months later, in December, it was installed. Now here we are in May and the handle on this $478 door is broken. Hard to understand how considering it was not used very much since it took so long to get it put in. So we call our installers, that would be Frontline Glass. Explain that we cannot get out the front door and are scheduled 2 weeks for someone to just come look at the broken, "new" door.Desired Settlement: For Frontline Glass to provide timely customer service, no matter the dollar amount spent.

Business

Response:

Dear Ms. [redacted],

I recieved your complaint on the timeliness of our service. I agree we should have gotten this storm door in and installed it for you in a timely manner. It should not take 2 months, which is what a custom storm door takes (from September 26th when you ordered this storm door, to December 4th, when we installed the door) for a standard size storm door this is too long. We at Frontline Glass strive to provide the best customer service possible, it is not okay when we do not perform to our customer's expectations of us. I apoligize for the inconvenience that Frontline Glass caused you.

I received this compliant on June 9th, Monday which was too late for me to try to move the repair up, one of my staff had already been out on Friday June 6th and fixed this for you. I understand your lock and storm door are now working correctly. Sorry once again for any inconvenience that Frontline Glass caused you.

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Description: Windows, Doors - Installation, Doors - Patio, Skylights - Distributors, Glass - Repair, Glass, Mirror & Screen Companies, Skylights, Store Fronts, Doors, Shower Doors & Enclosures, Storm Windows & Doors

Address: 1107 Elm St, Helena, Montana, United States, 59601-0847

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