Harwichport House of Pizza, Inc.

First of all, please let it be known that The Glass Guru takes all customer complaints very seriously and strive to perform excellent workmanship at all times. This is the first time in our history we have ever had a complaint through the Revdex.com, that tells you something from the start. We are part of...

a franchise system that operates 80 + locations across North America and are the leaders in Glass Replacement and repair.In terms of this complaint, I can tell you as the owner of the company we did excellent work and completed all work that was agreed to and approved by this home owner per the work order. The customer is selling his home and was in a "panic" to have the work completed asap. We waited until suitable weather was upon us so we could perform the best quality work possible and delayed his job in order to do so. If you recall, we had very bad weather in April 2017. The job consisted of the following work and was performed as requested:1.) Part 1 of the job:  Remove 8 Insulated Glass Units around the front door that had been damaged with frosted film applied to the outside of the glass and were unable to be repaired. It was faded and cracked and worn away from being applied to the exterior glass not interior, incorrect application by the homeowner. The glass was poorly sealed with clear silicone, not proper exterior caulking used for outside applications and therefor faded and peeled.  (see pics) The poor seal caused the "drafts"  he refers to in his complaint as cold our comes from the outside elements not indoors. It was clearly sealed with the wrong sealant by someone who did not know what they were doing.The Glass Guru performed the following work to rectify the situatuon. We replaced this glass with beautiful frosted glass and resealed the glass properly with white high quality exterior caulking that meets glazing standards in the industry to stop the flow of air as the window is designed. See pics. The interior seals had the tape applied to the interior wood to provide a proper seal. The customer complained about one or two small areas of the seal so we removed the glass and resealed to his satisfaction and he verbally agreed it was fine.

Revdex.com File ID [redacted]   [redacted] As per you last suggestion to use an independent third party assessor, after conversing with Mike [redacted] re: Glass Guru, he has no interest in proceeding in that direction. We met at my home to try and discuss all outstanding issues with this project on Friday July 24th. I attempted to meet in my back garden on the deck to discuss and record the agreements and disagreements on paper and have both parties initial the conclusions. Mike [redacted] refused, stating he will sign/initial nothing written down. I stated that this method was suggested by you but Mike [redacted] was extremely aggravated by this. He stated in front of my wife that he had told you exactly where to put your Revdex.com ideas; He further stated that Businesses and Companies do not deal with Revdex.com, because Revdex.com is only a big pain. I asked him why then do you place the Revdex.com accreditation on your website, I received no answer only a dirty look.   Results on my outstanding issues: -Kitchen window repair: (No agreement on this issue).                 I asked about the quality of the repair and looking at it, did he think it was a satisfactory repair; He looked at it but would only state “it was the best repair his people could do and he will do nothing else”.    -Front door exterior glass panel caulking: (agreement).                 Upon being shown the quality of the caulking, Mike [redacted] has agreed to re-caulk the exterior door casing frame. I have e-mailed Mike [redacted] informing him a 3/16” flat caulking bead is all that is needed.   -Front door exterior casing gouges: (partial agreement).                 Mike [redacted] has agreed to try a metalized paint to hide the gouges but he will not guarantee a satisfactory color match. This will be attempted on Friday 4th August where I will approve or disapprove the color.   -Interior Glass seals: (No agreement on this issue).                 I showed him the seals and told him that he stated in his earlier e-mail that he stated, “the air leaks can be solved by the application of silicon or caulking application”. Then in his later e-mail stated. “The use of silicone on wood is not a recommended glazing practice for interior glass seal”. This further irritated Mike [redacted] who then stated “He does not care what’s written in any e-mails between him and me”.   -Applied silicone and caulking clean up. (agreement). Mike [redacted] agreed to do the general clean-up of excess silicone and caulking clean up left on the interior and exterior glass. This will be attempted on Friday 4th August.   No agreement on any other issues shown to Mike [redacted]. There appeared no point in any further discussions, as I really upset him when I asked him “you stated I have no knowledge and experience of glazing and you claim to be a professional. Can you tell me what your qualification are?” Mike [redacted] refused to answer this and left in disgust. However we did agree, that the agreed to issues would be addressed on Friday 4th August weather permitting. -End to meeting   Attempt to address outstanding work: On Wednesday 9th August 2017 at 12:45pm Mike [redacted] and a third glazer “Peter” arrived at my home to fix the issued he previously stated he would and are as follows:- -Front door exterior glass panel caulking: (agreement). Peter removed the exterior casing caulking and re-caulked the casing which was a fantastic improvement. -Front door exterior casing gouges: (partial agreement). Mike [redacted] painted over some of the gouges with a flat white metal paint and left it to start drying. I was not notified or asked for my approval until I checked later on the progress. Mike and Peter both said I should wait until the paint dries to approve. I later stated that the gouged panel should be painted along it’s entire length and Peter agreed and said he would return after the silicone was dry and tape and paint and it would only take him 20/30 minutes. At the end of the work Mike [redacted] gave me the paint and told me to do it, they would not be back.   -Applied silicone and caulking clean up. (agreement). The Glazer Peter cleaned the exterior and interior Front door glass panes with a cleaner and scraped of the surface silicone with a razor blade. He then did the interior glass surface of the bathroom, some of the panes had silicone on the exterior but when he went [redacted]tairs to exit the house Mike [redacted] stated he did not previously agree to cleaning the excess silicone and smears off the exterior bathroom glass and they left.   -Summary: There are still outstanding issue’s on this project, where neither party can agree and as far as I am concerned my original complaint still stands as the only issues addressed were those Mike [redacted] decided to by himself.   [redacted]

[redacted], I will see you at 4:30 on Friday. My position does not change. We are trained glazers and know what we are doing. If there is minor caulking that needs to be re-done we will can address it. Again, thousands of satisfied customers, you are our first Revdex.com complaint, that says a lot.Mike