Pioneer Glass & Mirror

June 4, Dear [redacted] ***:| received your letter dated May 28, I am responding to the complaint filed by a customer regarding a broken window he believes it is my responsibility to replace.In September 2013, the customer brought four windows to my shop: the upper and lower sashes of two window unitsHe wanted the glass replaced in each with low-e insulated glassThis I didThe customer then picked up his windows, brought them home and reinstalled them himself.When the customer brought the window in question back to my shop in May, the glass was bent inward in the frame, broken in large shards radiating from a point towards the center of the glassIt was clear that the glass had been struck by an objectIf the glass had been defective, or I had installed it incorrectly in the frame, it would have cracked, not shattered, and it wouldn't have happened to only one of the four windows.The customer says he found the window broken in January, during one of the Snowiest, iciest, and harshest winters this area has had in recent timesThe fact that he couldn't find the object that hit the window doesn't mean it wasn't hit by somethingI do not know what broke the window, but it was neither a defect in the glass, nor negligence on my partThe customer has no basis to accuse me of negligence, The customer is angry that an expensive window is broken, and is looking for someone to blame.Please also let it be noted that at no time was I or my staff rude to this customerAs for his requesting my cell number, I don't believe it is unreasonable for a business owner to keep his private cell phone number private.Pioneer Glass and Mirror has been in business for a long time for a reason: I do quality work and l stand by the work I doHowever, I cannot guarantee against acts of God.Sincerely,Brett M [redacted] Owner, Pioneer Glass and Mirror

June 4, 2014
Dear [redacted]:| received your letter dated May 28, 2014. I am responding to the complaint filed by a customer regarding a broken window he believes it is my responsibility to replace.In September 2013, the customer brought four windows to my shop: the upper and lower...

sashes of two window units. He wanted the glass replaced in each with low-e insulated glass. This I did. The customer then picked up his windows, brought them home and reinstalled them himself.When the customer brought the window in question back to my shop in May, the glass was bent inward in the frame, broken in large shards radiating from a point towards the center of the glass. It was clear that the glass had been struck by an object. If the glass had been defective, or I had installed it incorrectly in the frame, it would have cracked, not shattered, and it wouldn't have happened to only one of the four windows.The customer says he found the window broken in January, during one of the Snowiest, iciest, and harshest winters this area has had in recent times. The fact that he couldn't find the object that hit the window doesn't mean it wasn't hit by something. I do not know what broke the window, but it was neither a defect in the glass, nor negligence on my part. The customer has no basis to accuse me of negligence, The customer is angry that an expensive window is broken, and is looking for someone to blame.Please also let it be noted that at no time was I or my staff rude to this customer. As for his requesting my cell number, I don't believe it is unreasonable for a business owner to keep his private cell phone number private.Pioneer Glass and Mirror has been in business for a long time for a reason: I do quality work and l stand by the work I do. However, I cannot guarantee against acts of God.Sincerely,Brett M[redacted] Owner, Pioneer Glass and Mirror

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:The assertion that I am angry that an expensive window is broken is incorrect. My main point of concern was, and still is the inability of Pioneer Glass to respond to my repeated efforts to contact the owner and discuss the window. Only after 3 personal visits and several phone calls, over several months, did he finally call me back, and then only because I left a message saying that I have lived in the area for many years, knew many home and business owners , and would make sure I told them about the unprofessional manner that I was treated by him. This behavior pattern is evident in similar complaints I found online. My displeasure with their customer service was duly noted in my initial complaint. The obvious lack a specific response to this issue, in my opinion, underscores their continued ignorance of this very important component of any service business. Hopefully in the future this neglect will be corrected.
Regards,
[redacted]

Review: On 9/10/2013, I paid Pioneer Glass $577.70 to replace the glass on two windows, 28X28 and 24X20". In January of 2014 I noticed that the outer pane of one window was broken. There was no evidence of a bird or any object hitting the window. I called them in March , when we returned from winter vacation. I called again in late April, and then between May 4th and May 12th, I visited the [redacted] ;location 3 separate times, and called again on May 17th, each and every time requesting the owner, Brett to call me. I was told by the desk person, "Treace", that he was"very busy "and "we never give his phone number out to anyone". On another occasion I spoke with "Harper", and received the same response.

During my most recent call I received a recorded message saying, " your call is very important to us, so please leave your name and number, so we can get back." My response was that it was obviously not important to them.Desired Settlement: The window be repaired without additional charge.

Business

Response:

June 4, 2014Dear [redacted]:| received your letter dated May 28, 2014. I am responding to the complaint filed by a customer regarding a broken window he believes it is my responsibility to replace.In September 2013, the customer brought four windows to my shop: the upper and lower sashes of two window units. He wanted the glass replaced in each with low-e insulated glass. This I did. The customer then picked up his windows, brought them home and reinstalled them himself.When the customer brought the window in question back to my shop in May, the glass was bent inward in the frame, broken in large shards radiating from a point towards the center of the glass. It was clear that the glass had been struck by an object. If the glass had been defective, or I had installed it incorrectly in the frame, it would have cracked, not shattered, and it wouldn't have happened to only one of the four windows.The customer says he found the window broken in January, during one of the Snowiest, iciest, and harshest winters this area has had in recent times. The fact that he couldn't find the object that hit the window doesn't mean it wasn't hit by something. I do not know what broke the window, but it was neither a defect in the glass, nor negligence on my part. The customer has no basis to accuse me of negligence, The customer is angry that an expensive window is broken, and is looking for someone to blame.Please also let it be noted that at no time was I or my staff rude to this customer. As for his requesting my cell number, I don't believe it is unreasonable for a business owner to keep his private cell phone number private.Pioneer Glass and Mirror has been in business for a long time for a reason: I do quality work and l stand by the work I do. However, I cannot guarantee against acts of God.Sincerely,Brett M[redacted] Owner, Pioneer Glass and Mirror

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:The assertion that I am angry that an expensive window is broken is incorrect. My main point of concern was, and still is the inability of Pioneer Glass to respond to my repeated efforts to contact the owner and discuss the window. Only after 3 personal visits and several phone calls, over several months, did he finally call me back, and then only because I left a message saying that I have lived in the area for many years, knew many home and business owners , and would make sure I told them about the unprofessional manner that I was treated by him. This behavior pattern is evident in similar complaints I found online. My displeasure with their customer service was duly noted in my initial complaint. The obvious lack a specific response to this issue, in my opinion, underscores their continued ignorance of this very important component of any service business. Hopefully in the future this neglect will be corrected.

Regards,