Pacifica Glass Company Inc

I feel this company took advantage of my lack of window knowledgeI called PG to replace a failed window that had moisture forming between the panes I spoke with a girl from PG that scheduled the initial appointment after explaining my problemI then had an installer come to my house and take measurementA week later, two other installers came to my home to install the replacement window At this time, one of the installers asked me why I didn't go through the window manufacture since my windows were under warranty? WARRANTY!! Although PG did not install my windows, they clearly knew that windows had warranties, which I did not know They did not install my windows initially, but I believe they had the professional responsibility to ask me if I had a warranty on my windows I feel someone should have mentioned the word "warranty" regardless of who installed the windows

Claim ID ***
1. See Original response Page 1, Paragraph
He would not allow Pacifica Glass to return, except to remove all materials, and refund all his money,
3. He called me on Monday 14th to Thank me profusely for the great job the installers did and to thank me for working with him on the cost,
He said he understood about the mirror and the knob (back ordered) and when it arrives to call and schedule
The credit # and all the pertinent information needed for a merchant to even process a C/C was given to our office and a verbal authorization by *** ***
*** *** already did a charge back on this card and the $was credited back to his accountPart of that $was the increased cost was the steam enclosure
which is complete
The first evening I spoke with *** ***, I apologized for the mistake with the mirror, it was in fact a 1/2" each side too small in the width
I made it very clear that the new mirror would be installed as quickly as possibleWhen I told him the mirror left temporarily was not going to be given and installed for no charge
He became very upset. To make long story short, I contacted *** *** (*** ***) to find out what I needed to doHe informed me that a stop work notice was necessary
I didn't want it to appear that I abandoned the job. *** *** would not give me a chance to set a new mirror and polish out the blemish in the shower enclosure glassThe bottom line
is he was very upset because he didn't get anything for free.
There has been no opportunities to repair this problem*** *** has gone up and beyond in order to smear Pacifica Glass's name and impeccable reputation
In almost years in business and over $million in sales I have had other complaint and it was easily resolved and merely a misunderstanding. I have been in the glass business years
and I take great pride ( as my employees do too) in what we do for all the communities in San Diego and to be smeared without warrant should be punishable
Too think that this matter has risen because a $mirror
See page 1, paragraph in the original response and I am not aware of any malicious conduct
Each item that was reference in regards to permits is not a violation of privacy, it is in fact public record
See item #above

I have worked with PG for many years. Their service is always good and the quality of craftsmanship top notch. Sure, accidents do occasionally happen such as mis-measures, imprecise glass cut or breakage. The fitting tolerances in the glass industry are very tight and I would welcome any layperson to try and work within those tolerances. I am a finish carpenter with 25 plus years and even I do not want to work with their tolerances. The negative reviewer above by his own admission has demonstrated his ignorance as to his 'warranty'....its not the glass company's job keep track of his prior purchase conditions.....give a me a break. And by the way...8-9 years since install,,,,,he probably did not actually have a warranty anymore anyways.

Initial contact was on 11127/2013 and the first estimate was e mailed.
#672 P.001/007
On 02/10/2014 [redacted] called me ([redacted]) and asked ifhe could prepay for
the steam enclosure because he wanted to take advantage of an interest free credit card.
We processed his payment and sent him a paid receipt and told him to call our office when
the enclosure was ready to measure.
March 19th, 2014 [redacted] (estimator) went out to measure for the enclosure, Pullman mirror and a
dressing room type mirror. The items were sent to our fabricators for costs and from there [redacted]
gave him an updated estimate with the additional items. The enclosure was originally quoted
with u-channel and he had requested clamps to anchor the panels, which is not a problem but
the cost is increased with not only the additional hardware but the extra labor needed to install.
He could not understand why the price would go up from the original estimate in 2013.
We were very generous and discounted the material and the installation ofthe enclosure and the
Pullman mirror. The final installed estimate was $1,800.00 and $160.00 for the added dressing
Room mirror. He called on Friday the 28th and said to proceed with the enclosure and the
Pullman mirror, but not the dressing room mirror because it was not in his budget. The
Materials were ordered on the next business day, which was Monday, March 31st, 2014.
On Friday April 4th I called him to schedule and informed him that Monday April 7th was
Our next installation date. He informed me that the following Friday April 11th worked
Best for him. We did in fact install the enclosure that day with the exception of the pull knob.
It was not packaged in the hardware box. Unfortunately, the mirror was chipped in transit.
He called me on Monday the 14th to Thank me profusely for the great job the installers did
And to thank me for working with him on the cost. He said he understood about the mirror
And the knob and when it arrives, to call and reschedule. He said, this was nothing compared
To 4 months to get the tile completed.
I called on Tuesday the 15th to reschedule and again he had asked for the following Friday
April 18th/
Our shop fabricator had cut an inch off the mirror and polished the edge, not realizing that
It was a custom fit. This was a case of human error, which we have all experienced.
The installers took the mirror and the knob out and installed the mirror and yes it was 1 inch too
Small. At that time they apologized to [redacted] and said they would leave it up until
The new one was ready so he wouldn't be without. He mentioned to the installers that there
Was a blemish at the top of the door but also said there was no reason for concern.
They told him it could be polished out but he told them there was no reason to even mess
With it.
[redacted] asked what happens to the wrong mirror and the installers said they
weren't sure. He asked if he could have the mirror and would they install it for him.
The installers told him he would have to call the office. That afternoon upon arrival of
The installers they explained to [redacted] & I what had happened and [redacted] called [redacted]
to apologize for the mistake and at the same time gave him a discounted price for that mirror.
Instead of $160.00 for the dressing room type mirror, he offered it at $ 80.00 At that time, he
became very upset. He stated that it should be for free. [redacted] then handed the phone to me
because [redacted] became very angry. When I got on the phone I explained to him that the
mirror in question was still a mirror that we could take back and we could utilize it. At this
moment, the situation escaladed and he became unreasonable, lashing out harsh threats that he
would notify the Revdex.com, Yelp and any other site that was available to post negative reviews. He
said he wanted us to remove the shower enclosure and mirror and give him a full refund.
He wouldn't allow me to even speak. I had no other resolution than to hang the phone up
because of his behavior.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
 
They have never offered to resolve anything and continue down the same path.  To add to their own confusion, the picture they attached is not my home.
 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Below
please find my response requested by Revdex.com staff. 
Moreover, please refer back to my original complaint on file as well as
the information packet sent directly to the Revdex.com representative.
Pacifica
Glass Company, Inc. is undeserving of Revdex.com accreditation.   In my
dealings with it, alone, they have breached each and every one of the Revdex.com Code
of Business Practices (Revdex.com Accreditation Standards), as follows:
1.         Pacifica Glass Fails to Build Trust
I
am highly dissatisfied with Pacifica Glass’s lack of customer service.  Be free of an unsatisfactory rating and
maintain at least a B rating at the accrediting Revdex.com and the Revdex.com where it is
headquartered, if different. (Sec. 1.D.)
As
stated earlier, when I attempted to speak directly with [redacted] over the phone with regards to my frustration and exacerbation, she
called be a “freeloader” and “the worst thing to happen to small business” and
hung up on me.  She never attempted to
resolve my complaint.  Her next
communication was a demand letter coupled with a stop work order.
 
2.         Pacifica Glass Does Not Advertise
Honestly
Pacifica
Glass misled me by creating the false impression of trustworthiness, in
violation of Revdex.com Standard 2F.  Indeed,
Pacifica Glass represents on its website:
“We're
so confident in the quality of our products and our craftsmanship that we cover
every installation with one of the best warranties in the business.
If any hardware, glass, or other components break on an installation we
performed, we will promptly repair or replace the needed parts, including
frames, rollers, guides, and glass, for the broken
enclosure doors (the hardware itself is covered under a 10 year warranty).
We offer
this comprehensive warranty because every one of our tub, shower, and steam unit
enclosures are expertly installed and built to last. Customer service is our first
priority, and we understand that value is more than just competitive prices:
it's also about quality and reliability. ”  (Emph. added; <http://www.pacificaglasssd.com/shower-doors-enclosures.php>)
However,
when I expressed dissatisfaction with the glass door installation, not only was
the warranty not honored- it was voided by Pacifica Glass.  And the repairs I have repeatedly requested
have never been addressed.   There is
still a chip/inclusion in my glass door, the 91 inch mirror is still on the
wall, and the wall needs to be cleaned and repaired of all black adhesive. 
3.         Pacifica Glass Does Not Tell the
Truth
Pacifica
Glass failed to make known all material facts, including that I would be
additionally charged for work that was not completed, that my warranty would be
voided if I did not accept shoddy work.
 
4.         Pacifica Glass Is Not Transparent
Without
authorization, Pacifica Glass charged my credit card $252.00, well after we
were engaged in a dispute.  Without a
contract, oral agreement, or signature.
5.         Pacifica Glass Does Not Honor
Promises
Pacifica
Glass has done nothing to repair its mistakes. 
Instead, it has launched a personal attack campaign against me for
requesting that repairs be made.
 
6.         Pacifica Glass Is Non-Responsive
Pacifica
Glass has no intention of resolving this dispute amicably.  It has rejected every opportunity to mediate
this matter with any professional standards.
 
7.         Pacifica Glass Does Not Safeguard Privacy
Pacifica
Glass itself has violated my
privacy by:
·       
hiring a private investigator to handle this matter and allowing
the private investigator to repeatedly overreach the boundaries of his position
·       
repeatedly attempting to assassinate my character by casting
numerous aspersions about me
·       
threatening to turn me into the City for purported failure to
obtain necessary permits (which is unfounded)
·       
contacting my personal plumber and electrician and threatening
them
·       
maliciously  contacting the
City to request an inspection of my property
·       
defaming me to several news agencies
(ALL of
which is proven in materials backup I supplied to Revdex.com)
 
8.         Pacifica Glass Does Not Embody
Integrity
Every
opportunity Pacifica had to resolve dispute they chose to pivot and escalate
the matter.  My requests for dispute
resolution were never honored.  Moreover,
Pacifica attempted to extort an additional $80.00 from me after I made a claim with
the Revdex.com.  The Pacifica private
investigator makes the claim, “(it)..is going to get expensive and embarrass a
lot of people.” His exploitive demand came with a  deadline to retract my complaint with the Revdex.com.  On May 21, 2014 he wrote:
“Since our conversation on 5/09/2014. Complaints have been filed with
the City of San Diego Code enforcement Pacifica Glass will also file complaints
with State of California Licensing Board on your Plumbing and Electrical
Contractor. Complaints will also be filed with The following:  City of San Diego City Council, City Manager
and Mayor of San Diego. Regarding their “PUBLIC OFFICIAL” CITY OF SAN DIEGO
PLANNING COMMISSIONER” [redacted]. On 5/22/2014 all of this information will
be submitted to the UT Newspaper, Watchdog and Mr. Turko “Turko Law” KUSI News.
 regarding as it was put “ City of San
Diego Planning Commissioner [redacted] being investigated for building
without a building permit.” This will be the banner headline
[redacted]
Senior Investigator”
(supplied in information packet submitted to Revdex.com
representative)
[All of this was found to be without merit and
unfounded; full and timely permits are on file with the City of San Diego
Development Services Department.]
It
has been several months and I am exasperated by the inordinately long
delay, cost of the wrongly cut glass, and the chip/inclusion in the glass door
they never completed the job.  There is
still a chip/inclusion in my glass door, the 91 inch mirror is still on
the wall, the wall needs to be cleaned and repaired of all black adhesive, Pacifica
has revoked written verification that my warranty is in full force and effect,
and they have fraudulently charged my credit card $252.00 after our dispute was
in full motion.
For
these reasons I as for an expedited dispute resolution with the Revdex.com and Pacifica
disbarment from the Revdex.com accreditation process.
Regards,
[redacted]

I have turned this matter to a private investigation firm . I will send you copies of all correspondences with [redacted]
He is a very threating individual, so I had no recourse except to seek legal help in this matter. Pacifica Glass
has done nothing wrong....


Documents will mail out to the Revdex.com on Wednesday the 28th, 2014
regards,
[redacted]
Pacifica Glass Company