Gilbert Glass

Hello,

Gilbert Glass was contracted by a third party whom we will refer to as the "contractor", whom was contracted by the homeowner to remodel her bathroom. Many contractors that use our services have us accept the payments directly from the homeowner. This was the case with this job.

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We went out and measured the opening. It was roughly the width of standard bathtub that had been removed and re-tiled for a full height shower. Very small bathroom, very small shower. We were instructed to install a splash guard panel with no door. Our technician and the contractor came up with a panel size that met the minimum opening code requirement. It is sealed all the way around (bottom/side/top) in Uchannel and silicone. The issue **from what we understand**-is water is still splashing out after the glass panel ends.

Regarding the customer's "Desired Settlement":

                     

"I am a customer and shared with 2 professionals what I would like to do. If Gilbert glass had a code issue and needed the opening wider and the glass smaller THEY SHOULD HAVE CONTACTED THE HOMEOWNER AND OFFERED OTHER OPTIONS and not put the wrong glass in. I cannot shower in my master bath and have had another company out and have found since the glass is tempered it is not re usable."

---Not sure how that opening would have been made "wider" it goes wall to wall in the bathroom. We were told that the customer wanted a splashguard panel, that is what we installed-it is up to building code. We install dozens of similar splashguard panels every year, and all other types of shower enclosures.  A solution to a splash panel not having adequate spray coverage in the shower would be to possibly replace it with a bi-pass enclosure, as swinging doors will not work due to tight clearances in that bathroom. If the contractor had requested a bi-pass we could have quoted that initially. Worst-case scenario we can remove our glass an channel and credit back the job amount to the homeowner.

Ever since the homeowner began contacting us we have tried to contact the Contractor to work through him because we feel it was his directive for a splash panel in the opening. We met with the contractor at our office and  have actually prepared quotes for replacing that panel with a full bi-pass and handed the quote to him. He was then going to talk with the homeowner at let us know how to proceed..

Numerous attempts have been made to contact the homeowner, she is not responding to calls during our regular M-F business hours. She called in late one afternoon after the owner has already left for the day- this is a schedule mismatch Gilbert Glass is in no way dodging the issue. It is true at the beginning of the new year we got new computer systems and had issues looking up previous quotes as we switched over to a brand new program for all our operations. The customer's accusations of "rude tone" are subjective. We have even attempted to coordinate a field meeting with herself or the contractor and our installer to discuss replacement options. We were the only ones to show up at the house.

We're just not sure where to go from here. We were told to install a splash guard panel (popular, aesthetic) but not always the most functional. We have given pricing to remove existing and replace with bi-pass but correspondence with the contractor & homeowner is VERY difficult. Then we find we have a bad review with the Revdex.com. Attached is our installer's sketch from 3/27/13 after the request for a splashguard measure was placed.

We recently sold a home; however, the inspection report noted 5 windows needed replacing. Gilbert Glass gave us various options and suggested the most economical one. We had minimal time before closing and happily Gilbert Glass were able to order the parts and install everything within the tight frame. The workmen were respectful of our space, focused on their work and meticulous in cleaning up after themselves. In fact when our neighbor came to see the work, he was very surprised at how clean the house was after some significant work. These people are great and I would not hesitate using them again or recommending their services. Thank you.

Hello,

Gilbert Glass was contracted by a third party whom we will refer to as the "contractor", whom was contracted by the homeowner to remodel her bathroom. Many contractors that use our services have us accept the payments directly from the homeowner. This was the case with this job.

/>

We went out and measured the opening. It was roughly the width of standard bathtub that had been removed and re-tiled for a full height shower. Very small bathroom, very small shower. We were instructed to install a splash guard panel with no door. Our technician and the contractor came up with a panel size that met the minimum opening code requirement. It is sealed all the way around (bottom/side/top) in Uchannel and silicone. The issue **from what we understand**-is water is still splashing out after the glass panel ends.

Regarding the customer's "Desired Settlement":

                     

"I am a customer and shared with 2 professionals what I would like to do. If Gilbert glass had a code issue and needed the opening wider and the glass smaller THEY SHOULD HAVE CONTACTED THE HOMEOWNER AND OFFERED OTHER OPTIONS and not put the wrong glass in. I cannot shower in my master bath and have had another company out and have found since the glass is tempered it is not re usable."

---Not sure how that opening would have been made "wider" it goes wall to wall in the bathroom. We were told that the customer wanted a splashguard panel, that is what we installed-it is up to building code. We install dozens of similar splashguard panels every year, and all other types of shower enclosures.  A solution to a splash panel not having adequate spray coverage in the shower would be to possibly replace it with a bi-pass enclosure, as swinging doors will not work due to tight clearances in that bathroom. If the contractor had requested a bi-pass we could have quoted that initially. Worst-case scenario we can remove our glass an channel and credit back the job amount to the homeowner.

Ever since the homeowner began contacting us we have tried to contact the Contractor to work through him because we feel it was his directive for a splash panel in the opening. We met with the contractor at our office and  have actually prepared quotes for replacing that panel with a full bi-pass and handed the quote to him. He was then going to talk with the homeowner at let us know how to proceed..

Numerous attempts have been made to contact the homeowner, she is not responding to calls during our regular M-F business hours. She called in late one afternoon after the owner has already left for the day- this is a schedule mismatch Gilbert Glass is in no way dodging the issue. It is true at the beginning of the new year we got new computer systems and had issues looking up previous quotes as we switched over to a brand new program for all our operations. The customer's accusations of "rude tone" are subjective. We have even attempted to coordinate a field meeting with herself or the contractor and our installer to discuss replacement options. We were the only ones to show up at the house.

We're just not sure where to go from here. We were told to install a splash guard panel (popular, aesthetic) but not always the most functional. We have given pricing to remove existing and replace with bi-pass but correspondence with the contractor & homeowner is VERY difficult. Then we find we have a bad review with the Revdex.com. Attached is our installer's sketch from 3/27/13 after the request for a splashguard measure was placed.

We have made contact with the customer our understanding is that as of Friday 04/24/15 she has decided to modify her comments to the Revdex.com. Her issue has been addressed and a resolution is in process.

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 until for the business to perform this action and, if it does, will consider this complaint resolved. I did call the Revdex.com on Monday, April 27th to report that I was working with a correct resolution to this incident.  I will be happy to report when the resolution is complete.  Thank you so much.Regards,[redacted]

We have made contact with the customer our understanding is that as of Friday 04/24/15 she has decided to modify her comments to the Revdex.com. Her issue has been addressed and a resolution is in process.

Review: I remodeled my master bathroom last June, 2014. I purchased a frameless glass shower enclosure from Gilbert Glass Corp as part of the remoldeing. I purchased this product in good faith that it would provide beauty, safety, and functionality for many years to come. I was provided with no warnings that the glass could shatter at any time for no apparent reason. On March 23, 2014 I was out walking my dog and came home to shattered glass all over my master bathroom floor, the shower, and my closet. One of the glass panes from my frameless glass shower shattered for a no reason. If I had been in the shower or in the master bathroom when the frameless glass shower shattered there could have been severe damage to me. When I called Gilbert Glass to report the incident it was after hours so I left a message. They did not call me back the next day. I then called them back and they told me they were very busy for the next two weeks and could not help me, but gave me a number of another glass company in closer proximity. They told me that glass breakage was not part of their warranty and they did not want to take any responsibility for this incident. After researching this issue, I found that the two main causes for this type of glass to shatter is faulty installation and/or faulty manufacturing. Gilbert Glass Corp. and the manufacturer of the frameless glass door do not want to help to get this resolved. I hope that no other consumer has to go through this situation and I am trying to protect others from being injured as well as holding all parties accountable for any misstep in their process. Good Business is about protecting the consumer and making sure all things are right.Desired Settlement: I would like to have the remaining framelss glass panels removed as well as the shattered glass in my shower removed. I would like a full refund of my price for the frameless glass shower door which is $1,682.72. Thank you.

Business

Response:

We have made contact with the customer our understanding is that as of Friday 04/24/15 she has decided to modify her comments to the Revdex.com. Her issue has been addressed and a resolution is in process.

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 until for the business to perform this action and, if it does, will consider this complaint resolved. I did call the Revdex.com on Monday, April 27th to report that I was working with a correct resolution to this incident. I will be happy to report when the resolution is complete. Thank you so much.Regards,[redacted]

I used Gilbert Glass to replace the glass on my sliding patio door. I saved over $250 after getting quotes from 4 other glass companies. Worker was on time, professional and the work was excellent.

Review: I was in the process of moving to Arizona. I had just purchased a town home and needed to have a shower enclosure done. I hired a gentleman and contracted to have him begin changes. He went to [redacted] as it was a local establishment. My intention was having a single sheet of glass with no door.... a walk in entry.....[redacted] came and measured and installed the glass taking half down from me and the other half at completion. Six months later when I arrived in Arizona to see how the changes were doing and getting closer to my re location, I saw the glass and noted to my contractor that the glass was not large enough and if I showered I would wet the floor. He stated that there was a certain code needed for an opening stated by the Glass Company. I said I was sure this was not going to work but needed to return home. Finally coming back to Az and showering in the shower, my first instincts were correct and I called my contractor and the Glass Company.The gentleman at [redacted] told me the computers were down and they would call me back. I waited 4 days and re called them and was told by the gentleman I spoke to and I quote 'You waited long enough to call us....now you are complaining it is only a few days???'This is the nasty tone on how I have been treated from the beginning...They will now neither respond to me or my contractor. What they did say though to my contractors son that they will neither credit me or help me.I finally spoke to the same gentleman originally, and he said he will only speak to the contractor, that my being the home owner and the one that paid them had no bearing.Desired Settlement: I am a customer and shared with 2 professionals what I would like to do. If Gilbert glass had a code issue and needed the opening wider and the glass smaller THEY SHOULD HAVE CONTACTED THE HOMEOWNER AND OFFERED OTHER OPTIONS and not put the wrong glass in. I cannot shower in my master bath and have had another company out and have found since the glass is tempered it is not re usable.

Business

Response:

Hello,

Gilbert Glass was contracted by a third party whom we will refer to as the "contractor", whom was contracted by the homeowner to remodel her bathroom. Many contractors that use our services have us accept the payments directly from the homeowner. This was the case with this job.

We went out and measured the opening. It was roughly the width of standard bathtub that had been removed and re-tiled for a full height shower. Very small bathroom, very small shower. We were instructed to install a splash guard panel with no door. Our technician and the contractor came up with a panel size that met the minimum opening code requirement. It is sealed all the way around (bottom/side/top) in Uchannel and silicone. The issue **from what we understand**-is water is still splashing out after the glass panel ends.

Regarding the customer's "Desired Settlement":

"I am a customer and shared with 2 professionals what I would like to do. If Gilbert glass had a code issue and needed the opening wider and the glass smaller THEY SHOULD HAVE CONTACTED THE HOMEOWNER AND OFFERED OTHER OPTIONS and not put the wrong glass in. I cannot shower in my master bath and have had another company out and have found since the glass is tempered it is not re usable."

---Not sure how that opening would have been made "wider" it goes wall to wall in the bathroom. We were told that the customer wanted a splashguard panel, that is what we installed-it is up to building code. We install dozens of similar splashguard panels every year, and all other types of shower enclosures. A solution to a splash panel not having adequate spray coverage in the shower would be to possibly replace it with a bi-pass enclosure, as swinging doors will not work due to tight clearances in that bathroom. If the contractor had requested a bi-pass we could have quoted that initially. Worst-case scenario we can remove our glass an channel and credit back the job amount to the homeowner.

Ever since the homeowner began contacting us we have tried to contact the Contractor to work through him because we feel it was his directive for a splash panel in the opening. We met with the contractor at our office and have actually prepared quotes for replacing that panel with a full bi-pass and handed the quote to him. He was then going to talk with the homeowner at let us know how to proceed..

Numerous attempts have been made to contact the homeowner, she is not responding to calls during our regular M-F business hours. She called in late one afternoon after the owner has already left for the day- this is a schedule mismatch Gilbert Glass is in no way dodging the issue. It is true at the beginning of the new year we got new computer systems and had issues looking up previous quotes as we switched over to a brand new program for all our operations. The customer's accusations of "rude tone" are subjective. We have even attempted to coordinate a field meeting with herself or the contractor and our installer to discuss replacement options. We were the only ones to show up at the house.

We're just not sure where to go from here. We were told to install a splash guard panel (popular, aesthetic) but not always the most functional. We have given pricing to remove existing and replace with bi-pass but correspondence with the contractor & homeowner is VERY difficult. Then we find we have a bad review with the Revdex.com. Attached is our installer's sketch from 3/27/13 after the request for a splashguard measure was placed.