Seattle Stained Glass

I’m sorry for all of us that this dialogue must continue The contract:For your convenience I’ve attached Ms [redacted] ’s contract with us Note that this customer agreed (via her own signature) to pay $for fabrication and installation of storm windows Fabrication and installation have occurred as required by contract.Accusation of poor work:There is simply no evidence of Ms [redacted] t’s claim of poor installation quality Our installations are not at all haphazard, the windows do not fall out, and there is simply no basis or justification for these assertions It’s possible the customer does not understand the physics of the installation She may believe that the four visible clips are supporting the window’s weight I took a picture of an installation I passed on my way into work today and included it below If anyone thought the weight of the window is being borne by these clips, it may indeed appear insufficient That’s not what’s happening The Storm Window’s weight is directly supported by the sill of the casement If the wall was perfectly plumb, and there was no side loads on the window, the window would remain with NO clips at all! The role of the clips is simply to restrain the window from rotating Imagine a heavy rectangular object standing on end on the floor Your only job is to put your hand on the object near the top so it doesn’t fall over We all understand how little effort is required to keep the object upright That’s what we’re asking of these clips, very little load is ever applied to these clips.Note the obvious age of the installed storms in the picture This installation is solid, and has clearly been in place for some time Accounting:The Customer appears to believe that she’s paid in full This is not true The Customer agreed to pay $ Evidence is the attached, signed contract.The Customer has made two payments, one of $845.00, and one of $ + = The difference between the amount owed and the amount paid equals $ It was this outstanding balance that the customer is calling “extra fees” No additional fees have been added.ConclusionIf the customer continues to refuse to pay money she owes (by contract), we will be forced to engage our collection agencyWe regret you’re having to be involved in this process Our previous response provided a heartfelt apology for our mistakes that extended this job’s duration That apology must have fallen on deaf ears The contract is a legal document, and provides no obligation on service time, and provides no support for the customer’s claim that a non-standard, custom installation was requested Our side of the contract has been fulfilled The client needs to complete her end of the contract We hope to avoid collections We certainly understand the customer’s initial frustration with us, and we’re working hard on process redesign to improve future customer’s experiences Best Regards,Bob B [redacted] GM Seattle Stained Glass

[redacted] Please See Attached Documents [redacted] 9/20/15Seattle Stained Glass [redacted] Seattle WA 98103Revdex.comPO Box 1000Du Point WA [redacted] Seattle WA 98103RE: complaint [redacted] **I am sorry to report that - although Seattle Stained Glass has finally installed our two storm windows - the job was poorly done and they are charging us extra fees.With regard to the quality of the storm windows, each of the two windows are secured with only four small (half inch each) bracketsThese are large windows, please note -about 6ft by 6ft eachThe hardware that they are using to hold these large panes of glass in place will not hold.Also, I have attached an invoice that they just sent me.What I need from them is to actually do a decent jobThe amount of time they had our money and the fact that they just wouldn't do the install is one major issueNow that they finally did the install, then did it in a very haphazard wayWe need more brackets installed - at least twice as many as there currently are - on each storm window so that we do not have to worry about all this time and money going to waste: the windows will fall out if proper hardware isn't used to hold the in place.This is a company that I very much want to cease having to deal with; however, we need the work that we paid for to be done right[redacted] ***

*** Please See Attached Documents ***
9/20/15Seattle Stained Glass *** * *** ** Seattle WA 98103Revdex.comPO Box 1000Du Point WA 98327*** *** *** *** *** * Seattle WA 98103RE: complaint *** *** **I am sorry to report that - although Seattle Stained Glass has finally installed our two storm windows - the job was poorly done and they are charging us extra fees.With regard to the quality of the storm windows, each of the two windows are secured with only four small (half inch each) bracketsThese are large windows, please note -about 6ft by 6ft eachThe hardware that they are using to hold these large panes of glass in place will not hold.Also, I have attached an invoice that they just sent me.What I need from them is to actually do a decent jobThe amount of time they had our money and the fact that they just wouldn't do the install is one major issueNow that they finally did the install, then did it in a very haphazard wayWe need more brackets installed - at least twice as many as there currently are - on each storm window so that we do not have to worry about all this time and money going to waste: the windows will fall out if proper hardware isn't used to hold the in place.This is a company that I very much want to cease having to deal with; however, we need the work that we paid for to be done right.*** *** *** *** ***

I’m sorry for all of us that this dialogue must continue. The contract:For your convenience I’ve attached Ms ***’s contract with us. Note that this customer agreed (via her own signature) to pay $for fabrication and installation of storm windows. Fabrication and installation have occurred as required by contract.Accusation of poor work:There is simply no evidence of Ms ***t’s claim of poor installation quality. Our installations are not at all haphazard, the windows do not fall out, and there is simply no basis or justification for these assertions. It’s possible the customer does not understand the physics of the installation. She may believe that the four visible clips are supporting the window’s weight. I took a picture of an installation I passed on my way into work today and included it below. If anyone thought the weight of the window is being borne by these clips, it may indeed appear insufficient. That’s not what’s happening. The Storm Window’s weight is directly supported by the sill of the casement. If the wall was perfectly plumb, and there was no side loads on the window, the window would remain with NO clips at all! The role of the clips is simply to restrain the window from rotating. Imagine a heavy rectangular object standing on end on the floor. Your only job is to put your hand on the object near the top so it doesn’t fall over. We all understand how little effort is required to keep the object upright. That’s what we’re asking of these clips, very little load is ever applied to these clips.Note the obvious age of the installed storms in the picture. This installation is solid, and has clearly been in place for some time. Accounting:The Customer appears to believe that she’s paid in full. This is not true. The Customer agreed to pay $1690.03. Evidence is the attached, signed contract.The Customer has made two payments, one of $845.00, and one of $591.03. + = 1436.03 The difference between the amount owed and the amount paid equals $254.00. It was this outstanding balance that the customer is calling “extra fees”. No additional fees have been added.ConclusionIf the customer continues to refuse to pay money she owes (by contract), we will be forced to engage our collection agencyWe regret you’re having to be involved in this process. Our previous response provided a heartfelt apology for our mistakes that extended this job’s duration. That apology must have fallen on deaf ears. The contract is a legal document, and provides no obligation on service time, and provides no support for the customer’s claim that a non-standard, custom installation was requested. Our side of the contract has been fulfilled. The client needs to complete her end of the contract. We hope to avoid collections. We certainly understand the customer’s initial frustration with us, and we’re working hard on process redesign to improve future customer’s experiences. Best Regards,Bob B***GM Seattle Stained Glass

Dear Revdex.com,
Please re-open this caseI apologize - I did not know that you were waiting on my responseI did not receive a follthat I was aware ofWe still need your help in this matter, Thank you - *** ***

[redacted] Please See Attached Documents [redacted]
9-21-2015[redacted]Revdex.com Resolutions ConsultantRegarding:  Complaint [redacted]Dear [redacted]:I have finally gotten to see the referenced complaint, thanks to your recent email to [redacted].  You can imagine how I felt, hearing we would be receiving...

a “black mark” for something that I could not get access to.  As I explained to you on the phone, [redacted] is no longer able to manage the company, and has hired me to run the business in his stead.  While I understand your privacy protections, I trust you can sympathize with my predicament.  In the meantime, I was able to research the client and our agreements with her.  The PDF summary of the complaint and associated emails attached will be attached to this note, simply for your convenience.Basis for the workSeattle Stained Glass (SSG) will commonly write a contract and ask the customers to sign acknowledging the work to be done and associated costs.  This contract is included in Ms [redacted] submittal to you near the beginning.  Our copy on file, includes Ms [redacted] signature accepting the contract.  See attached.  The total amount due on the contract is $1609.03.Turnover at SSGReading the email thread included in the complaint you can see that the project manager (Justin I**) was overwhelmed during the June and July period and not maintaining good email correspondence.  On the last day in July, Justin resigned.  Internal View of the JobThe Fabricator who built the windows failed to notice the job consisted of 2 Window Sets, and initially built only one set.  That set was installed.  The mistake was brought to our attention in the July 6 email from Ms [redacted].  The second window fabrication was initiated, and the second installation was complete on Sept 8.  AccountingAs you can see by the contract and clarified by an email from Lauren M[redacted] on July 10, the total amount the client owes is $1690.03.  We have received two payments to date:  A deposit in the amount of $845 and a further payment in the amount of $591.03.  At the time of Ms [redacted] filing a complaint with you the second installation had not yet occurred.  That second installation was completed on September 8.  The installation charge of $254 is outstanding and our first attempt to collect these funds was refused.  Putting it all togetherThe Customer clearly received poor service.  I regret that, and can only pick up the pieces.  We have since hired a new design staff, and we are committed to providing all customers with excellent service.  The poor service is probably the reason the client stopped communicating with SSG.  While understandable, it is unfortunate as the concern she raises over quality of installation was never shared with SSG.  Our installer is a 30 year veteran of installing and removing windows of all kinds from houses to churches.  His installation designs and techniques are based on many years of experience.    We are also happy to serve any customer with a custom installation, as long as the customer’s desire will not damage the glass, and is technically possible.  In this case, no details for the installation were requested, so our installer provided an industry standard install.  ConclusionCustomer received poor service, which I regret.  The customer gave up too soon, and decided we were not going to complete the job, which was incorrect.  We did complete the job.The customer introduced a new concern (installation quality), but only communicated it to you, not to us. The customer is unlikely to be able to back up her claim that our installation is “poor”, as the installation is standard.  The customer is refusing to pay the money she owes, even though the work is complete per contract.I would appreciate the Revdex.com extending us due consideration.  The business is a labor of love for our owner, yet his illness has kept him from hands on management, which clearly allowed for the service issues mentioned above.    Best Regards,Bob B[redacted]GM Seattle Stained GlassEncl.  PDF of contract with client signature;  Reference copy of Revdex.com complaint
 
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