Moule's California Glass, Inc.

Review: I had a frame that needed a mirror to be installed. I gave the dimensions as it was quite a large mirror and asked how much it would be. I was quoted a price to include the mirror and delivery with the stipulation that I would be the one to deliver the mirror to them. When I delivered the mirror, they installed it and I was very pleased. Then they said in order for me to have it back and have it delivered it would cost me an additional 150.00, almost double what the original price quote would be. There was no other way I could get the mirror back without them delivering it and I believe they knew this and that's why they were quite sure I would have to pay the additional money.Desired Settlement: I want them to be notified they have been reported for fraudulent practices and the information to be made available so that if anyone is looking they can see that they have been reported in the past for bad business practices.

Business

Response:

The consumer [redacted] called to get a price on having a mirror cut and installed into a frame. One of my service reps gave her an approximate price based on an approximate size over the phone. When the consumers husband dropped their mirror off he was given the price of $196.00 installed back into his frame; he paid for the mirror and the shop labor and was informed we would call them when it was ready. We called the husband to let him know it was ready for pick up. When he came into pick up the mirror, he inquired about the cost for us to deliver the mirror which was $150.00 and it would require two men. He then gave us his credit card for the delivery fee. We set up the appointment and completed the delivery. After we delivered and even installed for the customer, the wife, Mrs. [redacted] called back and complained to a different staff member about the cost. My staff member tried to explain to her this was requested by the husband and paid for. There must have been a miscommunication between the husband and wife and to my staff. Mrs. [redacted] claims she asked to speak with the owner and was told no. This is against our practice and my service rep, [redacted] says she never got the chance to explain as she was hung up on. We noticed that a review had been posted to our public Facebook page which we responded too in hopes to clarify and rectify the situation. In the end, we want our customers to enjoy their experience with us and offered refunding the delivery charge. Mrs. [redacted] agreed that this would resolve and conclude the matter. Unfortunately a matter of miscommunication was escalated when it could have easily been resolved, as it has been. Please contact me with any further questions or concerns. Thank you,