Initial Business Response /* (1000, 5, 2015/08/12) */
Contact Name and Title: *** *** / Glazing Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@rockfordglass.com
First and foremost, let be start by saying that I apologize for any inconveniences this situation may have caused the
homeownerI have looked into the problem and have come to some conclusionsI spoke to the installer, ***, and he has assured me that he did not drill into any tilesHe told me that all the holes he drilled were into grout lines, he did not drill any holes in any tilesAs he was drilling these holes in the grout lines, some of the tiles began to fall off the wallPlease keep in mind, even when drilling into tile, we very rarely have any problems with tiles cracking/breaking or falling off the wallDuring our years of being in business, we have never guaranteed against damage to tile while installing a shower doorWe do not do this for multiple reasons, but the main one being that we did not install the tileAs far as the phone calls not being addressed, I will take that up with my employees on my end and do apologize that if phone calls were made, that they weren't handled properly
In the past when tiles have broken or fallen off the walls of our customers showers, the homeowner would have the tiles repaired and then call us to have us back out to finish the installation of the shower doorWe should have reached out to the homeowner after a few days to find out if the repairs to the tiles had been madeI did not realize that materials had been left at the site and will also address that on my endI am not happy about that either, as I have materials/money at a job site that is not complete
It is my hope that the homeowner will allow us another opportunity to install the shower door for him as long as the repairs have been made to the tileIf the homeowner does not want us to install the door, I can arrange a time for all the materials to be picked upI want it to be known that we never took the check from the house and have not received any money from the homeowner at this time
Sincerely,
*** ***
Rockford Auto Glass
Initial Consumer Rebuttal /* (3000, 7, 2015/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have read the company response many timesI have also had a few of my co-workers read the responsePrior to Rockford Auto Glass working on my shower, it was in brand new shape with no problemsAs I understand the response from the company, it seems that even though the tiles fell off during their drilling, they believe that I am responsible for their damageThey state that in the past, when they damage customers tile, the customer is responsible for repairing the damage caused by their workersThe company also states that they cannot guarantee their work as they did not install the tileIf their work caused the tile to fall off, it seems clear to me that they would in all good faith fix the tile and then install the shower doorInstead, it seems this company believes that they can damage customers property and not take responsibility for their actions
Unfortunately, this inconvenience to me means very little to the companyI believe that this company will further damage my residence and not take responsibility for itPlease remove your product from my residenceI have taken care to not damage the glass and hardware
I do not in any way consider this matter resolved satisfactoryI thank the Revdex.com for listening to meI also ask that this company not treat people like this in the future
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/08/12) */
Contact Name and Title: *** *** / Glazing Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@rockfordglass.com
First and foremost, let be start by saying that I apologize for any inconveniences this situation may have caused the
homeownerI have looked into the problem and have come to some conclusionsI spoke to the installer, ***, and he has assured me that he did not drill into any tilesHe told me that all the holes he drilled were into grout lines, he did not drill any holes in any tilesAs he was drilling these holes in the grout lines, some of the tiles began to fall off the wallPlease keep in mind, even when drilling into tile, we very rarely have any problems with tiles cracking/breaking or falling off the wallDuring our years of being in business, we have never guaranteed against damage to tile while installing a shower doorWe do not do this for multiple reasons, but the main one being that we did not install the tileAs far as the phone calls not being addressed, I will take that up with my employees on my end and do apologize that if phone calls were made, that they weren't handled properly
In the past when tiles have broken or fallen off the walls of our customers showers, the homeowner would have the tiles repaired and then call us to have us back out to finish the installation of the shower doorWe should have reached out to the homeowner after a few days to find out if the repairs to the tiles had been madeI did not realize that materials had been left at the site and will also address that on my endI am not happy about that either, as I have materials/money at a job site that is not complete
It is my hope that the homeowner will allow us another opportunity to install the shower door for him as long as the repairs have been made to the tileIf the homeowner does not want us to install the door, I can arrange a time for all the materials to be picked upI want it to be known that we never took the check from the house and have not received any money from the homeowner at this time
Sincerely,
*** ***
Rockford Auto Glass
Initial Consumer Rebuttal /* (3000, 7, 2015/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have read the company response many timesI have also had a few of my co-workers read the responsePrior to Rockford Auto Glass working on my shower, it was in brand new shape with no problemsAs I understand the response from the company, it seems that even though the tiles fell off during their drilling, they believe that I am responsible for their damageThey state that in the past, when they damage customers tile, the customer is responsible for repairing the damage caused by their workersThe company also states that they cannot guarantee their work as they did not install the tileIf their work caused the tile to fall off, it seems clear to me that they would in all good faith fix the tile and then install the shower doorInstead, it seems this company believes that they can damage customers property and not take responsibility for their actions
Unfortunately, this inconvenience to me means very little to the companyI believe that this company will further damage my residence and not take responsibility for itPlease remove your product from my residenceI have taken care to not damage the glass and hardware
I do not in any way consider this matter resolved satisfactoryI thank the Revdex.com for listening to meI also ask that this company not treat people like this in the future
Sincerely,
*** ***