Glass Depots USA, Inc.

Glass Depot installed shower glass with visual streaks. The area glass rep states the glass is fine and streaks are dirt/oil on the glass. Our shower surround project involving GD began in March 2016. The initial glass had a defect in the door. GD took the door and tried to fix it in their shop, the results were less than satisfying.The owner, [redacted], came out to look at the problem. He was rude and condescending. At one point he said we were picky, then pointed to our unique installation of our towel bars and said, "Just look at this, no one ever does this!"The original glass we chose was a low iron frosted glass with Diamond Fusion. [redacted] was discussing how the Diamond Fusion was applied to the outside of the glass. I panicked when I heard this and stopped [redacted] with "I was under the impression Diamond Fusion is applied to the shower-side glass surface to protect it from the water."[redacted]'s response was, "Oh, I really don't know our products."[redacted] offered to bring a sample of a glass of Satin Deco, he felt would meet our decor needs equally well and would be less problematic. We would also be able to get this recommended glass with Diamond Fusion applied to the shower-side of the glass. After seeing the recommended Satin Deco glass, we decided to accept this as a replacement for our preferred selection.Once the new glass was in, there were unsightly streaks visible when the shower light is on. The installers did their best to clean the streaks off, but the glass remained streaked. The installers said they would have to have an owner out. We requested someone other than [redacted] as his haughty attitude was too stressful for a solving the issues of the streaked glass.The other owner, [redacted] came out to view the streaked glass. He acknowledged the streaks and felt they were within industry standards and that we had higher than normal standards.[redacted] did say he would seek the input of the local glass rep. The glass rep, [redacted] with [redacted] Corp, came to look at the glass and felt the streaks were due to oil and dirt and not an imperfection in the glass. She said she would talk to 'the lab' for cleaning recommendations.Ms [redacted] came back with the labs suggestion:Mr. Clean Magic Eraser Pad.We were concerned that if we applied the Mr. Clean Magic Eraser Pad to the glass and it created scratches we would be worse off than the unsighly steaks. I requested Ms [redacted] come by the next time she was in the area and apply this recommended cleaning solution to our glass. Her September 12, 2016 email reply follows:"Unfortunately because this is not a defect in the glass itself but rather either dirt or a scratch incurred somewhere along the line, my help is of limited use. Even if the glass does need to be replaced, a claim would have to be filed by Glass Depot with their supplier and then their supplier with us, and so I can't guarantee any follow-up after my visit if Glass Depot is not involved and willing to continue working on the problem. I can assure you that the magic eraser cannot make the situation worse - I've attached a document from us recommending the product. I would recommend that you continue to try to resolve this dispute with the installer."Upon realizing Ms [redacted] was no longer interested in our situation, I called GD and was put in touch with [redacted] seemed astounded at the idea of using Mr. Clean Magic Eraser on the glass and said he would have to get one and try it out in the shop.I asked Mr. [redacted] to continue to work with us to solve this problem and he said their end of the job is only the installation and GD considers this project complete.We have paid Glass Depot in full (over $3,000) in good faith that GD would take care of the streak problem.Desired SettlementWe are asking that Glass Depot continue to stay involved with solving the streaked glass issue by cleaning per the manufacturer's suggestion. If the glass cannot be cleaned to remove the streaks, we request Glass Depot to refund our money. Business Response Revdex.com Case # XXXXXXXX 10/12/16Upfront I would like to apologize to [redacted] & her husband for their experience with [redacted] my business partner. It seems there was a misunderstanding from the very start but there are a number of inaccuracies in [redacted]'s account of her dealings with [redacted]. For example he said he thought that in this particular case the Diamond Fusion had in fact been applied to the exterior as well as the interior of the glass, he also said that he had never seen towel bars installed in this particular way but was not condemning their choice or design.To get to the point, we originally installed the shower enclosure using a low iron sandblasted glass which I believe had some defects in the sandblasting. We removed the glass & sent it back to the factory to be re sandblasted. After reinstalling it we found scratches in the glass so we ordered and installed a totally new glass. This too had marks or unevenness in the sandblasting.After talking to the factory they recommended that we switch out to a different type of glass called acid or satin etched glass which [redacted] agreed to. We ordered all new glass and installed it, we then received a call saying that the glass had streaks in it so we sent out installers to try clean the glass. The streaks / marks would not come out so we once again ordered new glass & installed it. We received another call saying that the glass also had streaks in it so I went out to try and find a resolution. I was surprised to see that [redacted] had put a LED spotlight inside the shower and was viewing the glass from the outside. I explained that under this type of scrutiny no glass would pass their test.I did see a slight streak in the glass which I may not have noticed without it being pointing out. With the light removed & under normal conditions no issues or streaks are visible. I also think the average person would not notice this streak.I explained to [redacted] that the glass industry has a set of standards that we and all other glass companies adhere to and that they are insisting on a standard that not only are we unable to provide but the glass industry as a whole would not be able to provide. The glass currently installed in the shower more than meets the industry standard.Shower glass is tempered safety glass. Tempering is achieved by heating and then rapidly cooling the glass which does sometimes create distortion in the glass, eg. When looking through the rear or side glasses in a motor vehicle under certain light conditions stress or the tempered effect can be seen.I left saying that I would get a representative from the glass manufacture to visit their home to see if they could find a resolution. [redacted] from[redacted] visited them and was shocked to see that they were using a light when inspecting the glass. She advised that we stay out of it and sent them cleaning instructions for Mr Clean Magic Eraser Pads which may or may not work. When talking to [redacted] I said I could not believe that this was an option and that I did not know what else we could do.This particular type of glass is used all the time and in 35 years in the glass industry this is the first time I have encountered this problem. Once again we feel that this type of scrutiny is unfair but as a measure of good faith I will send someone out to clean the glass with Mr Clean Magic Eraser Pads as suggested by the glass manufacturer[redacted]. At this stage I have no idea if this will resolve the issue.[redacted]Consumer Response To clarify the lighting in the bathroom, initially we used a hand held light, as we had not finished the ceiling light installation. At the time Ms. [redacted] arrived, the overhead light was in place and the streaks were very visible with the basic overhead bathroom light.Yes, we accept Mr. [redacted] good faith offer to send someone out to clean the glass with the Mr. Clean Magic Eraser Pad. If the Mr. Clean Magic Eraser Pad does not clean the glass, we would expect Glass Depot to follow-up with[redacted] or the wholesaler who delivered the glass for a refund of our monies.Final Business Response I will have our office contact [redacted] today to set up an appointment for someone to go out to clean the glass.

Glass Depot made a custom glass wall/shower door for our master bathroom shower. When I initially visited the showroom with a bunch of questions, I anticipated the answers to be 'no, no, no we can't do that'. But instead I was told 'yes, yes, yes we can make exactly what you want'. I was thrilled!! We were impressed with the sales women at the showroom, the gentleman who came to the house to take precise measurements for the glass system; and the two gentlemen who installed the system. Everyone was friendly and professional, and they did an outstanding job of keeping us informed every step of the way. We are very pleased with our new shower, The 'seamless' glass wall and shower door are a striking addition to our bathroom.