Marion Glass & Mirror Inc.

I have rejected the customer's claim for two reasons:He was given a firm quote in which he could compare to other companiesHe accepted our quote, and thus, entered a contract with usHe claims six hours installation timeWe had ten hours on siteIn addition to that, we had two hours of
travel to, and two from the siteThe Product Manager also had two hours of fabrication, for a total of sixteen man hours on the project, and that is what he was billed forSixteen man hours was the chargeI dispute the amount of times the customer claims to have contacted us to ***olve the issueI can confirm that he called on 2/concerning the sixteen hour labor chargeI can find no evidence nor confirm that he tried to contact us on 2/as he statesI personally attempted to contact him via phone on 3/He would not take my call or return my messageConcerning the $increase in the final invoice: the reason for the charge was that he upgraded the hardware on his shower to a more expensive towel barWe have record of where this price was given and approvedThe attachments I am sending are screenshots of the one star review Mr*** left on our Facebook pageThis rep***ents the entirety of any conversation that has occurred between myself and Mr***As you can see from the posts, I have, multiple times, exp***sed inte***t correcting the work and fix anything that was done improperlyTo date, Mr*** has refused to meet or speak with me concerning his issuesOne of Mr***'s concerns is that the shower coating is on the wrong side of the glassI have an electronic tester that can verify which side of the glass the coating is on, but I must be on site to do that testIf the glass is found to be installed incorrectly, I am willing to correct itIn summary, I am willing to correct any issues with improper installationI am not, however, willing to refund any money to Mr***

Complaint: [redacted]
I am rejecting this response because:1.  The claim of 10 hours on site time is completely false. They placed a call the morning of installation to state they had a "false start".  The scheduled time was 8:30am.  At 9:27athe installers arrived, per security footage.  The installers took a one hour and 45 minute lunch sitting in their truck, in my driveway, where they repeatedly flicked their cigarettes into my driveway and landscaping. Per my security footage, they left my house at 2:12pm.  There was never any mention of being charged 6 hours of travel time, especially the travel time of the "product manager" coming out to measure to give a quote.. No contractor has ever charged me travel time to give a bid, nor would I consider doing business with a company that had such a policy, especially since Marion Glass and Mirror is less than 45 minutes away from my house.2.  I have witness that was involved in this project, who was called and emailed repeatedly for approvals. This person was the one who received the call regarding the "false start" and also made phone calls regarding the inflated installation time.3.  At no time did I upgrade anything. I have known exactly what I wanted since day one.  As far as an detailed quote, none was ever provided. Simply a picture of the computer generated glass plans with the choice of 3 different prices, dependent on the type of glass coating I chose.4.  Per my phone records, I contacted Narion Glass several times with no response.  The first response I received was when I posted to their public Facebook page. Nor has the owner made ANY attempt to contact me by phone.5. A non-qualified self righteous owner with an"electronic tester" is not necessary to verify that the coating is on the wrong side. The water sticks to inside of shower glass and beads up and rolls off the outside of the shower. Another glass company used a steamer to show me where the labels were to indicate which side of glass is installed. Only one piece is installed correctly, and only because this particular piece would only fit one way due to the shape.6. I have spoken to the glass manufacturer, Old Castle, directly and they confirmed by the pictures provided that the glass is installed backwards. They are not responsible for the installation or the leaks caused by incorrect installation.  They also confirmed that the steamer method of finding where labels were is the most common way of telling which side coating is on. They stated that it takes about a year for the invisible residue to completely dissolve.  7. The owner has stated that he will not be refunding any money, which comes as no surprise to me.  I have employed a new glass company to complete the other 4 bathrooms, and who have agreed to fix the installation mistakes made by Marion Glass and Mirror.  I can afford to finish the current projects, however I hope that the owner of Marion Glass and Mirror are able to afford the negative publicity that they will receive for ignoring this issue for so long.  I am not comfortable having this owner in my home because of his reputation of having a bad temper and the fear of being charged for his travel time also.I provided ample time for Marion Glass and Mirror to contact me within the first week after installation.  My phone calls were dismissed as "oh well" and messages for the owner were ignored until I went public.  Unfortunateky for me it was a lesson of not getting things in writing and depending on the recommendation of a friend.   Hopefully my ordeal will protect a future customer from this company, and since the owner has no intent of resolving this matter and continues to defend his inflated installation times, I will go ahead and go completely public with my ordeal.  
Sincerely,
[redacted]