Ray Sands Glass

Dear Revdex.com:? Upon receiving the customers review of our response in finding it not satisfactory.? We have since reached out to the customer again regarding these additional concerns.On Monday, 3/21/2016, we sent out the head of the department for the delivery and re-install of the new door for the medicine cabinet that was damaged during the removal process.? ? The customer stated to our technician that he was very pleased with the install of the cabinet door.? When discussing the further damages with the chip in the counter top and what action the customer would like taken, we offered him a discount for said chip.? The customer then stated that a discount was not necessary and he was fully satisfied with the install and serviceWe are very pleased here at Ray Sands Glass to have this issue resolved with the customer.? All actions taken to resolve this issue have been put into place and in doing so maintained the high quality standards we always strive for here at Ray Sands GlassRespectfully, Customer Relations

Dear Revdex.com: Upon receiving the customers review of our response in finding it not satisfactory We have since reached out to the customer again regarding these additional concernsOn Monday, 3/21/2016, we sent out the head of the department for the delivery and re-install of the new door for the medicine cabinet that was damaged during the removal process The customer stated to our technician that he was very pleased with the install of the cabinet door When discussing the further damages with the chip in the counter top and what action the customer would like taken, we offered him a discount for said chip The customer then stated that a discount was not necessary and he was fully satisfied with the install and serviceWe are very pleased here at Ray Sands Glass to have this issue resolved with the customer All actions taken to resolve this issue have been put into place and in doing so maintained the high quality standards we always strive for here at Ray Sands GlassRespectfully, Customer Relations

Dear Revdex.com:? We have reviewed all of the facts of this job completed on 2/26/and the complaint issued on 3/1/? We have since returned to the customer’s home and inspected the cause of the complaint? Upon arriving to the customer’s home we inspected the medicine cabinet door and the cause of it not closing properly? We have brought the medicine cabinet back to our shop for further repairs to fix the door? When reviewing the possible cause of the chipped counter top we concluded that when we went to the customer’s home, we followed the necessary protocols and placed the matted tarps down over the area where we were removing the mirror from the wall? The technicians we sent out that day are very strict in following these procedures? In doing so we do not believe any surface or counter top was chipped during this removal on our behalf.? We have informed the customer of these findings and remain in communications regarding the medicine cabinet door, which should be fully repaired by next week.We take each concern seriously and examine the job from start to finish in order to come to a resolution? We hold very high quality standards here at Ray Sands Glass and always strive to show that in our workmanship.? Respectfully,Customer Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowThis maybe an acceptable response, but first I need to see the medicine cabinet door after they return it I think it will be okay but want to see it first As for the chip in the counter top, yes they did put down a tarp, but the counter top was chip in the removal of the mirror form the wall
Regards,
Richard S***

Dear Revdex.com: Upon receiving the customers review of our response in finding it not satisfactory. We have since reached out to the customer again regarding these additional concerns.On Monday, 3/21/2016, we sent out the head of the department for the delivery and re-install of the new door for the medicine cabinet that was damaged during the removal process. The customer stated to our technician that he was very pleased with the install of the cabinet door. When discussing the further damages with the chip in the counter top and what action the customer would like taken, we offered him a discount for said chip. The customer then stated that a discount was not necessary and he was fully satisfied with the install and serviceWe are very pleased here at Ray Sands Glass to have this issue resolved with the customer. All actions taken to resolve this issue have been put into place and in doing so maintained the high quality standards we always strive for here at Ray Sands GlassRespectfully, Customer Relations

Dear Revdex.com: Upon receiving the customers review of our response in finding it not satisfactory. We have since reached out to the customer again regarding these additional concerns.On Monday, 3/21/2016, we sent out the head of the department for the delivery and re-install of the new door for the medicine cabinet that was damaged during the removal process. The customer stated to our technician that he was very pleased with the install of the cabinet door. When discussing the further damages with the chip in the counter top and what action the customer would like taken, we offered him a discount for said chip. The customer then stated that a discount was not necessary and he was fully satisfied with the install and serviceWe are very pleased here at Ray Sands Glass to have this issue resolved with the customer. All actions taken to resolve this issue have been put into place and in doing so maintained the high quality standards we always strive for here at Ray Sands GlassRespectfully, Customer Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowThis maybe an acceptable response, but first I need to see the medicine cabinet door after they return it I think it will be okay but want to see it first As for the chip in the counter top, yes they did put down a tarp, but the counter top was chip in the removal of the mirror form the wall
Regards,
Richard S***

Dear Revdex.com:? We have reviewed all of the facts of this job completed on 2/26/and the complaint issued on 3/1/? We have since returned to the customer’s home and inspected the cause of the complaint? Upon arriving to the customer’s home we inspected the medicine cabinet door
and the cause of it not closing properly? We have brought the medicine cabinet back to our shop for further repairs to fix the door? When reviewing the possible cause of the chipped counter top we concluded that when we went to the customer’s home, we followed the necessary protocols and placed the matted tarps down over the area where we were removing the mirror from the wall? The technicians we sent out that day are very strict in following these procedures? In doing so we do not believe any surface or counter top was chipped during this removal on our behalf.? We have informed the customer of these findings and remain in communications regarding the medicine cabinet door, which should be fully repaired by next week.We take each concern seriously and examine the job from start to finish in order to come to a resolution? We hold very high quality standards here at Ray Sands Glass and always strive to show that in our workmanship.? Respectfully,Customer Relations

On March 31st the customer did bring in the table frame to be measured for a replacement table top glass. When customer arrived she provided her own measurements and to be assured of the correct size we took a second measurement as always. The measurements matched the ones provided by the customer....

During the initial visit the customer was also asked if she would like the table tempered to be safer since the table had an open frame. She was also asked if she would like to have the corners "dubbed" not "beveled" to soften the corners. The customer declined both due to extra cost to temper or dub the corners. The customer was still unsatisfied with the price of the table top with-out any special add-ons. The standard thickness of a table top is a 1/4". Mrs. [redacted]'s table is 3/8" thick, causing an increase in price for glass. We accommodated the customer and agreed to order a table at the reduced price. When the table arrived on April 9th she brought in the table frame for our techs to install the glass for her.
The customer was present while our techs set the glass in the frame. Customer was satisfied with the table and our techs loaded the table into her vehicle and she left. 2 Weeks later the customer called and complained that the tables' corners were too sharp and the glass was too long for the frame. She was asked to bring the table in and she said she felt that she shouldn't have to. As a courtesy, we then sent out our tech that took the original order to assess the discrepancy for the customer. Mrs. [redacted] was unhappy that he was sent out. (The tech whom she initially spoke with when ordering the table.) Our tech reminded her of industry standards for ordered table tops is+/- an 1/8 of an inch. This standard is enforced on to us through our distributors and thus carried over to our customers. Mrs. [redacted] was informed of this standard and confirmed the sizes from the initial purchase and due to the thickness of the glass, the cost to dub her corners was $50 because she declined when she initially ordered the table. Our tech then asked if she would like him to bring the table back with him to soften the corners in the shop for only the alteration charge so she wouldn't incur the minimum 1 hour charged for labor on all road jobs. She declined and asked my tech to leave and said she would call a manager. She called then informed me that her family and herself have done lots of business with Ray Sands in the past, ordered many table tops and that we were treating her unfairly. I then asked Mrs. [redacted] if any of the table tops previously ordered had any dubbed corners. She replied with "no" following this I explained to her that if she had table tops previously purchased through Ray Sands Glass without the corners softened then she must have been aware of what she was purchasing during the transaction in question today. We then agreed to not charge the customer for the cost of labor ($90/hr.) if she would like us to come out again to her home and alter the table on site and only charged for the alteration with $10 off the normal price. Still the customer was unhappy with the provided resolution and asked to have a table top reordered with the size altered and the corners dubbed. I explained to her again that the table top she was given was at a reduced price, within industry standards and that we asked her before we ordered the glass if she wanted the corners dubbed so if she would like the table replaced that we would have to charge her accordingly or she can return the table back to Ray Sands for a full refund. Multiple messages were left and we were then sent the Revdex.com complaint.
Desired Resolution- We feel we have exhausted every resource to try an accommodate and satisfy the customer. We would like to have the table brought back to Ray Sands and refund the customer in full. If the customer is unwilling to deliver the table since she picked it up originally then the delivery fee ($65) will be deducted from her refund.
Regards,
[redacted]
Commercial/ Residential Supervisor
[redacted]@[redacted].com
Office ###-###-####
Direct Line ###-###-####
Fax ###-###-####

Dear Revdex.com:
 Upon receiving the customers review of our response in finding it not satisfactory.  We have since reached out to the customer again regarding these additional concerns.
On Monday, 3/21/2016, we sent out the head of the department for the delivery and re-install of the new door for the medicine cabinet that was damaged during the removal process.   The customer stated to our technician that he was very pleased with the install of the cabinet door.  When discussing the further damages with the chip in the counter top and what action the customer would like taken, we offered him a discount for said chip.  The customer then stated that a discount was not necessary and he was fully satisfied with the install and service. We are very pleased here at Ray Sands Glass to have this issue resolved with the customer.  All actions taken to resolve this issue have been put into place and in doing so maintained the high quality standards we always strive for here at Ray Sands Glass. Respectfully, Customer Relations

Dear Revdex.com: We have reviewed all of the facts of this job completed on 2/26/2016 and the complaint issued on 3/1/2016.  We have since returned to the customer’s home and inspected the cause of the complaint.  Upon arriving to the customer’s home we inspected the medicine cabinet...

door and the cause of it not closing properly.  We have brought the medicine cabinet back to our shop for further repairs to fix the door.  When reviewing the possible cause of the chipped counter top we concluded that when we went to the customer’s home, we followed the necessary protocols and placed the matted tarps down over the area where we were removing the mirror from the wall.  The technicians we sent out that day are very strict in following these procedures.  In doing so we do not believe any surface or counter top was chipped during this removal on our behalf. We have informed the customer of these findings and remain in communications regarding the medicine cabinet door, which should be fully repaired by next week.We take each concern seriously and examine the job from start to finish in order to come to a resolution.  We hold very high quality standards here at Ray Sands Glass and always strive to show that in our workmanship. Respectfully,Customer Relations

Dear Revdex.com: We have reviewed all of the facts of this job completed on 2/26/2016 and the complaint issued on 3/1/2016.  We have since returned to the customer’s home and inspected the cause of the complaint.  Upon arriving to the customer’s home we inspected the medicine cabinet door...

and the cause of it not closing properly.  We have brought the medicine cabinet back to our shop for further repairs to fix the door.  When reviewing the possible cause of the chipped counter top we concluded that when we went to the customer’s home, we followed the necessary protocols and placed the matted tarps down over the area where we were removing the mirror from the wall.  The technicians we sent out that day are very strict in following these procedures.  In doing so we do not believe any surface or counter top was chipped during this removal on our behalf. We have informed the customer of these findings and remain in communications regarding the medicine cabinet door, which should be fully repaired by next week.We take each concern seriously and examine the job from start to finish in order to come to a resolution.  We hold very high quality standards here at Ray Sands Glass and always strive to show that in our workmanship. Respectfully,Customer Relations