Hawthorne Medical Associates

This job is an unfortunate situation involving an extremely large and heavy piece of glass requiring replacement high up on the wall in the customers foyerThis glass is set into the opening from the inside, requiring scaffolding to reach the bottom of the glass thirteen feet up from the floorThe unfortunate thing is that the area on the floor below this glass is not big enough to accommodate scaffolding of the size, strength, and stability necessary to safely support the weight of the glass and technicians to this heightWe consulted with several scaffolding companies and worked with our customer through a number of iterationsOur last attempt occurred on Monday, February 22nd, when our Fabrication Manager met with our customer in an attempt to design a custom built platform for the jobYesterday, I met with our Fabrication Manager in an attempt to design such a platformWe concluded that, with combination of the weight & danger of the glass unit, and the weight of the technicians necessary to lift this glass, we could not safely execute this installation.I called our customer today, explained our decision, apologized for the inconvenience, and agreed to send his deposit backIn our years of business, I can't remember a situation like thisAs much as we would like to install the extremely large piece of glass in our shop to satisfy our customer, the safety of our employees and prevention of damage to the customer's home have to take precedenceAlthough this may be one-time occurrence, we will instruct our field force to watch for this situation in our next training meeting

This job has taken an extremely long time to get completed, with a number of dropped balls and lack of communication from our - and our vendor's endsI spoke with the customer today, after having finally received the necessary parts for the install this weekInstallation will be scheduled next weekWe have done work with this customer before and things went very smoothly previouslyI apologized for all of the delay and lack of communication on this job

This job is an unfortunate situation involving an extremely large and heavy piece of glass requiring replacement high up on the wall in the customers foyerThis glass is set into the opening from the inside, requiring scaffolding to reach the bottom of the glass thirteen feet up from the floorThe
unfortunate thing is that the area on the floor below this glass is not big enough to accommodate scaffolding of the size, strength, and stability necessary to safely support the weight of the glass and technicians to this heightWe consulted with several scaffolding companies and worked with our customer through a number of iterationsOur last attempt occurred on Monday, February 22nd, when our Fabrication Manager met with our customer in an attempt to design a custom built platform for the jobYesterday, I met with our Fabrication Manager in an attempt to design such a platformWe concluded that, with combination of the weight & danger of the glass unit, and the weight of the technicians necessary to lift this glass, we could not safely execute this installation.I called our customer today, explained our decision, apologized for the inconvenience, and agreed to send his deposit backIn our years of business, I can't remember a situation like thisAs much as we would like to install the extremely large piece of glass in our shop to satisfy our customer, the safety of our employees and prevention of damage to the customer's home have to take precedenceAlthough this may be one-time occurrence, we will instruct our field force to watch for this situation in our next training meeting

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
Don ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

I spoke with our customer on Thursday, October 27thThis is the first time that I was made aware of his concernsI immediately tracked down the status of his glass - it had been finished at the film company that dayI picked it up myself on Friday, October 28thThe glass was installed yesterday,
Saturday, October 29th. I apologized to our customer for the delay on his job as miscommunication between our office and the film company had slowed response and caused much confusion

I have spoken with the homeowner about these issues several
times todayBottom line, both of us are having real issues with the contractor
that is sandwiched between usMost of the delay in the installation was due to
the contractor not providing us down payment and authorizing our work
until
weeks after the homeowner had provided that payment and authorization to the
contractor - but leading the homeowner to believe that he hadWe had failed to
meet the homeowner's expectations even before we had the job and didn't even
know it!
Most of the miscommunication and difficulties in
communication were caused by our being blamed for this delay, the already
deteriorated relationship between the homeowner and contractor, our being
unable to share information with the homeowner due to the contractor
relationship, and our salesman being pounded almost daily by as many as four
different upset people aggressively asking the same questionsIt is epitomized
by the contractor quoting our salesman as saying we would throw away the doors
and refund the depositThis is ridiculous and was not said
At this point, we have, unfortunately, been forced to provide notification to both the homeowner
and contractor that collection proceedings against all parties for the remaining
balance will commence if the balance isn't paid promptlyThis notification was
mailed on 8/4/and the homeowner filed this complaint on 8/6/Clearly,
there would not have been a complaint except as precipitated by the impending
collection action caused by the contractor's failure to pay
At this point, both the homeowner and Glass Doctor are doing
all we can to cause the contractor to do the right thing and pay this balance
We're sorry that we and the homeowner have been placed in this positionThis
is just one more cautionary tale for any homeowner working with a contractor-
be sure to get lien releases from all sub-contractors prior to making final
payment

This job has taken an extremely long time to get completed, with a number of dropped balls and lack of communication from our - and our vendor's ends. I spoke with the customer today, after having finally received the necessary parts for the install this week. Installation will be scheduled next...

week. We have done work with this customer before and things went very smoothly previously. I apologized for all of the delay and lack of communication on this job.

I spoke with our customer shortly after having received this complaint. We had been awaiting new glass stops (thin pieces of shaped plastic) that hold the glass into the window frame. The original stops had deteriorated over time and could not be re-used for the new glass installation. After...

significant delay in this part order, we received his stops shortly after this conversation and the job was completed on February 5, 2016.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfactory to me.  I accept it because there is not much of a choice. The Glass Doctor sent untrained person to quote a project and accept a deposit. So after over 5 months of delaying the work and causing me to rearrange my schedule to meet someone from Glass Doctor 5 different times, I get my deposit back, a sorry and have to take more time off to hire a competent contractor. 
Regards,
[redacted]