San Marcos Glass

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved.I will not be home for days, I'm leaving in hours I will pay the $upon my return and have the glass replaced Regards, [redacted] ***

Hello, I'm writing in response to Mr***'s complaint towards San Marcos Glass. My name is Alfie Lara, I'm a supervisor and the individual who first helped Michael when he arrived at San Marcos Glass. There are a few issues I have with this complaint, in my opinion it does not
tell the whole story and is very misleading. First, the glass table top that we furnished and installed was not tempered as Mr*** stated in his complaint. We never discussed it being tempered glass, typically table top glass is not tempered, unless specified by the customer. We do not offer a warranty on this product. When we delivered and installed his glass table top, it was in perfect condition. If glass breaks after we delivered it in agreeable condition, then it is not our responsibility to replace that glass free of charge It should be noted that the customer was home the entire time when we delivered and installed his glass. I think I should also point out that the $check that Mr*** provided us with was for a total pieces of glass. All pieces are 1/4" thick clear annealed glass that was cut from the same stock sheet. If this was "defective" or "inferior" glass, I would expect problems with the other pieces we provided, I've heard nothing Bottom line is Mr*** walked through our door with one of our return customers looking for glass. We appreciate and respect referral business, it is one of our main sources of new business. I treated Mr*** as a priority and had installers out at his home the same day he came to my shop to measure and make templates for all of his glass needs. I did not request a deposit (which is our practice) and tried to take care of his order with speed and accuracyI'm sorry and confused as to why Mr*** fails to see that we did that. In a matter of days we were out at his house twice and cut and delivered pieces of glass, of which required making templates. When my installers were out at Mr***s house on our 1st visit they went over dimensions and layout of glass shelves. After discussing and agreeing what dimension these would be cut to with Mr*** my installers returned to my shop. Soon the glass was fabricated to those specifications discussed with Mr***. 3/4" x 3/4" with a radius edge. Soon after delivering these corner shelves to Mr*** he called and complained to my office manager that we cut the shelves wrong. I believe he said something like "I'm glad you measured them and not me". When I called him back to clarify what was wrong with shelves, his repeated response was "you guys measured them!". I was under the impression he was on the same page with my installers that went over the shelves with him on site and was therefore confused on how or why these were now wrong? He did not seem to want help clarify this situation, he simply wanted to remind me that it was our fault and that "we measured them" and even though he was there going over it with my guys, he held no responsibility in how they were cut. I asked no further questions, I had them re-cut at no charge the same day. These shelves have a value of $before tax. I have no problem owning up to our mistakes and any miscommunication with customers. We can not simply claim responsibility for a piece of glass breaking at a customers house after we left it good standing condition. The remake piece of glass was offered at a discount of $to Mr*** out of goodwill and wanting to help a customer who may of accidentally broken his new glass. We are now being slammed for making that offer. Mr*** has decided to report us to the Revdex.com in an attempt to slenderize our good name out of what seems like frustration. He also slenderized my employees by somehow implying that they are not trained or adequate at their jobs(the installers at his house have combined over years experience in the trade of them is a C-licensed glazier) I'm very sorry that Mr*** had this negative experience with San Marcos Glass, we work hard as a company to provide customers with the exact opposite. The offer still stands for him to receive a new remade piece for $should he choose to accept it. I do believe there are sides to every story and I wanted to share ours.Sincerely,*** ***

Hello, I'm writing in response to Mr***'s complaint towards San Marcos Glass. My name is Alfie Lara, I'm a supervisor and the individual who first helped Michael when he arrived at San Marcos Glass. There are a few issues I have with this complaint, in my opinion it
does not tell the whole story and is very misleading. First, the glass table top that we furnished and installed was not tempered as Mr*** stated in his complaint. We never discussed it being tempered glass, typically table top glass is not tempered, unless specified by the customer. We do not offer a warranty on this product. When we delivered and installed his glass table top, it was in perfect condition. If glass breaks after we delivered it in agreeable condition, then it is not our responsibility to replace that glass free of charge It should be noted that the customer was home the entire time when we delivered and installed his glass. I think I should also point out that the $check that Mr*** provided us with was for a total pieces of glass. All pieces are 1/4" thick clear annealed glass that was cut from the same stock sheet. If this was "defective" or "inferior" glass, I would expect problems with the other pieces we provided, I've heard nothing Bottom line is Mr*** walked through our door with one of our return customers looking for glass. We appreciate and respect referral business, it is one of our main sources of new business. I treated Mr*** as a priority and had installers out at his home the same day he came to my shop to measure and make templates for all of his glass needs. I did not request a deposit (which is our practice) and tried to take care of his order with speed and accuracyI'm sorry and confused as to why Mr*** fails to see that we did that. In a matter of days we were out at his house twice and cut and delivered pieces of glass, of which required making templates. When my installers were out at Mr***s house on our 1st visit they went over dimensions and layout of glass shelves. After discussing and agreeing what dimension these would be cut to with Mr*** my installers returned to my shop. Soon the glass was fabricated to those specifications discussed with Mr***. 3/4" x 3/4" with a radius edge. Soon after delivering these corner shelves to Mr*** he called and complained to my office manager that we cut the shelves wrong. I believe he said something like "I'm glad you measured them and not me". When I called him back to clarify what was wrong with shelves, his repeated response was "you guys measured them!". I was under the impression he was on the same page with my installers that went over the shelves with him on site and was therefore confused on how or why these were now wrong? He did not seem to want help clarify this situation, he simply wanted to remind me that it was our fault and that "we measured them" and even though he was there going over it with my guys, he held no responsibility in how they were cut. I asked no further questions, I had them re-cut at no charge the same day. These shelves have a value of $before tax. I have no problem owning up to our mistakes and any miscommunication with customers. We can not simply claim responsibility for a piece of glass breaking at a customers house after we left it good standing condition. The remake piece of glass was offered at a discount of $to Mr*** out of goodwill and wanting to help a customer who may of accidentally broken his new glass. We are now being slammed for making that offer. Mr*** has decided to report us to the Revdex.com in an attempt to slenderize our good name out of what seems like frustration. He also slenderized my employees by somehow implying that they are not trained or adequate at their jobs(the installers at his house have combined over years experience in the trade of them is a C-licensed glazier) I'm very sorry that Mr*** had this negative experience with San Marcos Glass, we work hard as a company to provide customers with the exact opposite. The offer still stands for him to receive a new remade piece for $should he choose to accept it. I do believe there are sides to every story and I wanted to share ours.Sincerely,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
I will not be home for 34 days, I'm leaving in 3 hours.  I will pay the $127.00 upon my return and have the glass replaced.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.I will not be home for 34 days, I'm leaving in 3 hours.  I will pay the $127.00 upon my return and have the glass replaced.
Regards,
[redacted]