Initial Business Response / [redacted] (1000, 9, 2015/12/01) */ The customer admitted to breaking the glass themselves initially due to a bent frame on their garage door windowTwo of our technicians informed the customer that because the entire upper frame of the garage door was bent, the glass would continue to break if it were put back inOne of our technicians attempted to reinstall the glass, at the request of the customer, with full knowledge that the glass may continue to breakIn the process of doing so, a 2" corner broke off of the outside flashing of the windowWhen our Director of Operations was made aware of this damage, he contacted the customer to inform them that we would replace the flashing that was damagedThe customer then informed our Director of Operations that she had already ordered an entire new garage door that was being installed that same day and the customer stated that our company should be liable to pay for the entire garage door and made threats of reporting the incident if we did not oblige her demandsOur Director of Operations informed her that we would be more than happy to assume the cost of the part that our employee broke, even though they were notified of the risk due to the previous damage to their garage doorOur Director of Operations researched the pricing of the flashing and contacted the customer to let her know how much the flashing cost to replace just one piece since it was just a 2" piece that was damagedOur Director of Operations informed the customer that if we had fixed the damage we would have replaced all four pieces of flashing that goes around the window to ensure a consistent look so we would be more than happy to reimburse the customer for all four pieces of flashing, even though the customer had already made the decision to purchase a new garage door due to damage to the door that was done prior to our company involvementThe customer agreed and a check was sent to the customer in the amount of the four pieces of flashing Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/12/02) */ I never asked for payment for the entire garage doorIn fact, the estimate provided to J&A Glass included an estimate for the top portion of the door, which is no longer available (estimate was $479)I had a lower estimate from the original door company of $290, if the piece would even be availableThe original worker should have informed us of problems that he was having before the accidental damage occurredI hAd problems because I have never done this beforeThat is why I called a professionalI don't make threatsI can compromise to accept $for the damage Final Consumer Response / [redacted] (3000, 16, 2015/12/14) */ I never asked for payment for the entire garage doorIn fact, the estimate provided to J&A Glass included an estimate for the top portion of the door, which is no longer available (estimate was $479)I had a lower estimate from the original door company of $290, if the piece would even be availableThe original worker should have informed us of problems that he was having before the accidental damage occurredI hAd problems because I have never done this beforeThat is why I called a professionalI don't make threatsI can compromise to accept $for the damage Final Business Response / [redacted] (4000, 18, 2015/12/16) */ The customer did engage in a conversation with three employees of J&A Glass where she demanded J&A Glass cover the cost of the entire garage doorJ&A Glass is a glazing company not a garage door companyOur technicians did advise the customer that the glass we were hired to replace would continue to break due to the structure it was being installed within being damaged, and offered glazing solutions knowing the risks involved within the parameters of the glass, not the structure of the garage doorWhen the customer agreed to the solution given the risks, J&A assumed responsibility for the minor crack in the glass facia that was done, which is 100% cosmetic not structuralWe calculated the cost of repair and the customer agreed upon as such whereby J&A Glass followed through on sending the agreed upon amount to the customer that would have covered the cost of the cosmetic damage that was done
Initial Business Response / [redacted] (1000, 9, 2015/12/01) */ The customer admitted to breaking the glass themselves initially due to a bent frame on their garage door windowTwo of our technicians informed the customer that because the entire upper frame of the garage door was bent, the glass would continue to break if it were put back inOne of our technicians attempted to reinstall the glass, at the request of the customer, with full knowledge that the glass may continue to breakIn the process of doing so, a 2" corner broke off of the outside flashing of the windowWhen our Director of Operations was made aware of this damage, he contacted the customer to inform them that we would replace the flashing that was damagedThe customer then informed our Director of Operations that she had already ordered an entire new garage door that was being installed that same day and the customer stated that our company should be liable to pay for the entire garage door and made threats of reporting the incident if we did not oblige her demandsOur Director of Operations informed her that we would be more than happy to assume the cost of the part that our employee broke, even though they were notified of the risk due to the previous damage to their garage doorOur Director of Operations researched the pricing of the flashing and contacted the customer to let her know how much the flashing cost to replace just one piece since it was just a 2" piece that was damagedOur Director of Operations informed the customer that if we had fixed the damage we would have replaced all four pieces of flashing that goes around the window to ensure a consistent look so we would be more than happy to reimburse the customer for all four pieces of flashing, even though the customer had already made the decision to purchase a new garage door due to damage to the door that was done prior to our company involvementThe customer agreed and a check was sent to the customer in the amount of the four pieces of flashing Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/12/02) */ I never asked for payment for the entire garage doorIn fact, the estimate provided to J&A Glass included an estimate for the top portion of the door, which is no longer available (estimate was $479)I had a lower estimate from the original door company of $290, if the piece would even be availableThe original worker should have informed us of problems that he was having before the accidental damage occurredI hAd problems because I have never done this beforeThat is why I called a professionalI don't make threatsI can compromise to accept $for the damage Final Consumer Response / [redacted] (3000, 16, 2015/12/14) */ I never asked for payment for the entire garage doorIn fact, the estimate provided to J&A Glass included an estimate for the top portion of the door, which is no longer available (estimate was $479)I had a lower estimate from the original door company of $290, if the piece would even be availableThe original worker should have informed us of problems that he was having before the accidental damage occurredI hAd problems because I have never done this beforeThat is why I called a professionalI don't make threatsI can compromise to accept $for the damage Final Business Response / [redacted] (4000, 18, 2015/12/16) */ The customer did engage in a conversation with three employees of J&A Glass where she demanded J&A Glass cover the cost of the entire garage doorJ&A Glass is a glazing company not a garage door companyOur technicians did advise the customer that the glass we were hired to replace would continue to break due to the structure it was being installed within being damaged, and offered glazing solutions knowing the risks involved within the parameters of the glass, not the structure of the garage doorWhen the customer agreed to the solution given the risks, J&A assumed responsibility for the minor crack in the glass facia that was done, which is 100% cosmetic not structuralWe calculated the cost of repair and the customer agreed upon as such whereby J&A Glass followed through on sending the agreed upon amount to the customer that would have covered the cost of the cosmetic damage that was done