Michael A. O'Hara, PLLC

Dear Revdex.com Dispute Resolution Team: Thank you for giving us the opportunity to respond to this case report. We take our customers' feedback seriously and it is our goal to provide the best resolution within the bounds of our warranty program. Our records show that the double door unit in...

question was purchased by Mr. [redacted] back in 2013 from our customer, ** [redacted]s. The current case was submitted to us back in Feb. 2, 2017. We received the complete paperwork with the required photos from Mr. [redacted]. March 3rd. We've communicated with ** [redacted]s since and  have been working on a final decision. April 6th, we emailed Mr. [redacted] that within our warranty program, we can replace one door and glass inserts that have issues. We received the Revdex.com report April 6th as well and have conducted another review of the case. After a careful review of the report and in consideration of Mr. [redacted]' experience, GlassCraft is willing to send Mr. [redacted] not one door (in place of one door having an issue) and instead send new double doors with the new glass inserts plus an extra reimbursement for the cost of a new installation. In summary, GlassCraft apologizes to Mr. [redacted] for the multiple issues he has had with the product. This is an unusual case for us since we do value our product quality. As concession and sincere gesture of consideration, GlassCraft would like to give Mr. [redacted] at no cost, new double doors with the new glass inserts, plus reimbursement for the cost of a new installation. We hope Mr. [redacted] can accept this proposal. We look forward to resolving this soonest possible. Best regards,Jacqueline