Select Glass and Mirror, Inc.

*** *** has been a very difficult customer right from the start She requested discounts and free glass as compensation for issues she felt were unfair We always like to make our customers happy and address their issues The owner went to her home to address the smell
issue on May 5th Both *** and the owner smelled the window and it was not emitting a smell The owner explained to her that the silicone used to glue in the window typically emits a smell for to days and goes away At that time she stated that the smell had actually smelled like dirty socks She apologized for his time and he felt the issue was addressed to her satisfaction We got another email from her on July 23rd stating that of the windows were still emitting an unpleasant odor The owner emailed her back the next day stating that we had addressed the issue already when he came out He told her that both the silicone and cleaner smell would not go away and then come back a few weeks later To address her "desired settlement" would require the purchase of new dual pane windows as they could break when taken out to inspect and reset It would also require new silicone to seal them back in which would again emit a smell for 3-days Select Glass has taken ownership and resolved the issue The smell is from her home and not the windows She stated in an email that the smell came back when the monsoon weather and heat started We feel the customer is just trying to get something for nothing as she states "they are open to suggestions" as alternative ways to settle the issue She also contacted both suppliers of glass & cleaner that she will sue them

When I called Revdex.com to ask how I should respond to the first complaint, I was told to keep it general and not send any of the emails as backup with my response.  I was told they didn't look at all that, they just wanted to know what we were willing to do to address the customers complaint.  Since I was not the person to actually speak or deal with the [redacted], I did compile statements from [redacted], our manager at the time, [redacted], the customer service associate, and the owner, [redacted], who does happen to be my husband.  We have been in business for 10 years without one complaint with the Revdex.com.  Since I did not give all the specifics on how far we went to address the [redacted] many complaints & requests, it left it wide open for them to respond a second time with a pack of full blown lies.  Now I have to waste time and respond to each one of them to refute them.  In regards to the delayed install timeframe #1.  We schedule 4 hour windows and tell each and every customer that we can arrive anywhere in between that window.  Not that we will arrive at 12 and be done by 4pm.  Since we can not anticipate traffic or any delays in the job prior, we absolutely do not schedule exact times so that we don't set ourselves up for these kind of complaints.  We arrived at 3pm with 3 installers to make sure job got done in a timely manner.  [redacted] requested that we put booties over the installers shoes(new ones each time we left and came back in) AND installers wash their hands each time they came in and out.  She was very adamant that no germs, bugs or dust get in her house.  Our normal procedure is to measure the glass openings to make sure that the new windows match.  In our hurry to accommodate [redacted] time frame, we did not follow this procedure and pulled the broken windows before measuring and found that one new window was the wrong size.  We had to reinstall the old window back in.  One pane of the dual pane was cracked but was never open to the elements(this addresses #4 & 5 lie on her list)  In regards to the rudeness of our manager/installer #2 on the list, [redacted] did apologize for him as we don't condone any rudeness.  [redacted] says that he was not rude, that [redacted] was very demanding and acted too busy.  He said she didn't like our pricing and wanted discounts right away.  [redacted] said she demanded she get compensation for her inconvience and rude behavior so [redacted] gave her the free table top glass ($100.00 value) which she accepted.  Which leads to the wrong invoice amounts lie #7.  She yelled at [redacted] to leave the amount of that tabletop on the invoice that she needed to submit to her insurance company so that she could get reimbursed for something she didn't pay for.  #3 Black inside seam was a spacer and was explained to her.   #6 hairline fracture in new glass could not be explained or expected how it happened but we honored  warranty and replaced also #8 scratch on table top(unknown origin), honored warranty.  It was on the 4th trip out that [redacted] met [redacted] for the 1st time and saw first hand that her demands were borderline ridiculous.  She had contacted us in regards to a smell coming from two rooms.  She smelled the glass and said she couldn't smell anything now.  [redacted] also smelled the glass and he couldn't smell anything either.  He explained that the silicone used to glue in the glass to the frame could emit an odor for 3 to 5 days and will go away as it dried completely.  We do not take frames out, just the glass but she wanted to know why we didn't wipe the dirt from the frames.  She apologized to [redacted] for wasting his time in coming out when the smell was gone.  At no time did he say "just give it a bit more time" WHY would he say that when the smell was not there.  We went above and BEYOND to accommodate [redacted].  At this point we don't think there is anything that we could do that would make her happy.  As I explained her expected resolution to reset the glass in the frames again would require new glass and new silicone which would emit a smell for another 3 to 5 days.  Why is it that only 2 of the 4 windows have an odor?  [redacted] sought us out while we were in her neighborhood fixing other windows for her neighbors and we did not have one issue with anyone else and no one else complained of an odor.  We do not want to do anymore work for her and would prefer to refund her money so she can use another glass company at this point.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This email is in reply to [redacted] response dated 8/12/14.
We have never had the opportunity to speak with [redacted] nor had any interactions with her during the glass install/problems, which may explain inaccuracies in her reply.
We have had multiple issues with Select Glass that were documented via email with pictures. I am attaching those to this email and would be happy to forward the original emails/pictures to you or [redacted] per request. 
Those issues are as follows:
1) Delayed install timeframe - 12-4 (install was to be complete by 4)  - arrived just before 4 and finished at 4:45 - no prior notification indicating they were running late
2) A very disrespectful installer who was very difficult to communicate with, bordering on rude/chauvinistic, whom [redacted] later apologized for him. Other three installers were great to speak with.
3) Black inside seam between installed panes showing. Installer said was due to shifting, which installer had to come back and fix onsite - (emailed SelectGlass 4/11 / images A and B below) 
4) Bathroom window pane that was the wrong size, could not be installed, old pane replaced 
5) Old bathroom pane reinstalled incorrectly, leaving large gap open to 114 degree weather outside, bugs and rain over the weekend (children’s bathroom)  - ( emailed Select Glass 4/11 / image C and D below)
6) Hairline fracture on the new bathroom pane they came back and installed - had to be replaced (emailed Select Glass 4/14 / image E below)
7) Wrong invoice amounts provided by last installer after final fix - confusion on what was still owed 
8) Table top glass delayed due to scratch
[redacted], [redacted]’s husband, spoke in detail with me about all these issues. [redacted] acknowledged them and apologized directly to me and indicated they don’t usually have all these problems. [redacted] had the total cost of the glass top removed - which I only discovered after the remaining invoice balance did not match. We did not ask for 'free glass’.
When [redacted] came out to observe the smell in May, the visit ended with [redacted] asking us to give it a bit more time and that he felt if the smell continued it wasn’t on their end, but to contact them if it continued. We did NOT communicate to [redacted] that we felt the issue had been resolved. As requested, we allowed more time to pass to see if the smell continued/resolved. The smell is something we’ve been living with for a few months now. It is a chemical smell and is noticeable / stronger after the direct sunlight hits the window and it heats up. We don’t know why it is intermittent / occurring - we are not window specialists. What we do know, is that prior to the new panes, there was No smell. My husband is a former licensed residential remodeler whose company was affiliated with the Revdex.com. The smell is coming from the seam of the windows and is in Two separate rooms of the house.
 
We'd like to encourage [redacted]/Select Glass to reread our requested resolution. We don’t really understand her comment that we ‘want something for nothing’ - we are not asking for a monetary return at this time. We are working through the Revdex.com in attempt to resolve the problem and asking for  Select Glass to honor their warranty by addressing our concern, by making a site visit to observe the problem and discuss with us how to resolve it.  GLAZE TECH, the window pane manufacturer, has offered to make a site visit to try and resolve the problem — they also offered this up to Select Glass. However GLAZE TECH indicated they cannot perform a site visit along - it must be in conjunction with Select Glass, the installer, as that is who our warranty is through. 
The issue has Not been resolved. There is still a smell that is occurring in BOTH rooms. Our contract with Select Glass includes a WARRANTY for workmanship and parts (see attached - Image F). 
I hope this clarifies the inaccuracies of [redacted] response. 
Thank you 
[redacted]

When I called Revdex.com to ask how I should respond to the first complaint, I was told to keep it general and not send any of the emails as backup with my response.  I was told they didn't look at all that, they just wanted to know what we were willing to do to address the customers complaint.  Since I was not the person to actually speak or deal with the [redacted], I did compile statements from [redacted], our manager at the time, [redacted], the customer service associate, and the owner, [redacted], who does happen to be my husband.  We have been in business for 10 years without one complaint with the Revdex.com.  Since I did not give all the specifics on how far we went to address the [redacted] many complaints & requests, it left it wide open for them to respond a second time with a pack of full blown lies.  Now I have to waste time and respond to each one of them to refute them.  In regards to the delayed install timeframe #1.  We schedule 4 hour windows and tell each and every customer that we can arrive anywhere in between that window.  Not that we will arrive at 12 and be done by 4pm.  Since we can not anticipate traffic or any delays in the job prior, we absolutely do not schedule exact times so that we don't set ourselves up for these kind of complaints.  We arrived at 3pm with 3 installers to make sure job got done in a timely manner.  [redacted] requested that we put booties over the installers shoes(new ones each time we left and came back in) AND installers wash their hands each time they came in and out.  She was very adamant that no germs, bugs or dust get in her house.  Our normal procedure is to measure the glass openings to make sure that the new windows match.  In our hurry to accommodate [redacted] time frame, we did not follow this procedure and pulled the broken windows before measuring and found that one new window was the wrong size.  We had to reinstall the old window back in.  One pane of the dual pane was cracked but was never open to the elements(this addresses #4 & 5 lie on her list)  In regards to the rudeness of our manager/installer #2 on the list, [redacted] did apologize for him as we don't condone any rudeness.  [redacted] says that he was not rude, that [redacted] was very demanding and acted too busy.  He said she didn't like our pricing and wanted discounts right away.  [redacted] said she demanded she get compensation for her inconvience and rude behavior so [redacted] gave her the free table top glass ($100.00 value) which she accepted.  Which leads to the wrong invoice amounts lie #7.  She yelled at [redacted] to leave the amount of that tabletop on the invoice that she needed to submit to her insurance company so that she could get reimbursed for something she didn't pay for.  #3 Black inside seam was a spacer and was explained to her.   #6 hairline fracture in new glass could not be explained or expected how it happened but we honored  warranty and replaced also #8 scratch on table top(unknown origin), honored warranty.  It was on the 4th trip out that [redacted] met [redacted] for the 1st time and saw first hand that her demands were borderline ridiculous.  She had contacted us in regards to a smell coming from two rooms.  She smelled the glass and said she couldn't smell anything now.  [redacted] also smelled the glass and he couldn't smell anything either.  He explained that the silicone used to glue in the glass to the frame could emit an odor for 3 to 5 days and will go away as it dried completely.  We do not take frames out, just the glass but she wanted to know why we didn't wipe the dirt from the frames.  She apologized to [redacted] for wasting his time in coming out when the smell was gone.  At no time did he say "just give it a bit more time" WHY would he say that when the smell was not there.  We went above and BEYOND to accommodate [redacted].  At this point we don't think there is anything that we could do that would make her happy.  As I explained her expected resolution to reset the glass in the frames again would require new glass and new silicone which would emit a smell for another 3 to 5 days.  Why is it that only 2 of the 4 windows have an odor?  [redacted] sought us out while we were in her neighborhood fixing other windows for her neighbors and we did not have one issue with anyone else and no one else complained of an odor.  We do not want to do anymore work for her and would prefer to refund her money so she can use another glass company at this point.

[redacted] has been a very difficult customer right from the start.  She requested discounts and free glass as compensation for issues she felt were unfair.  We always like to make our customers happy and address their issues.  The owner went to her home to address the smell...

issue on May 5th.  Both [redacted] and the owner smelled the window and it was not emitting a smell.  The owner explained to her that the silicone used to glue in the window typically emits a smell for 3 to 5 days and goes away.  At that time she stated that the smell had actually smelled like dirty socks.  She apologized for his time and he felt the issue was addressed to her satisfaction.  We got another email from her on July 23rd stating that 2 of the windows were still emitting an unpleasant odor.  The owner emailed her back the next day stating that we had addressed the issue already when he came out.  He told her that both the silicone and cleaner smell would not go away and then come back a few weeks later.  To address her "desired settlement" would require the purchase of new dual pane windows as they could break when taken out to inspect and reset.  It would also require new silicone to seal them back in which would again emit a smell for 3-5 days.  Select Glass has taken ownership and resolved the issue.   The smell is from her home and not the windows.  She stated in an email that the smell came back when the monsoon weather and heat started.  We feel the customer is just trying to get something for nothing as she states "they are open to suggestions" as alternative ways to settle the issue.  She also contacted both suppliers of glass & cleaner that she will sue them.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

This email is in reply to [redacted] response dated 8/12/14.

We have never had the opportunity to speak with [redacted] nor had any interactions with her during the glass install/problems, which may explain inaccuracies in her reply.

We have had multiple issues with Select Glass that were documented via email with pictures. I am attaching those to this email and would be happy to forward the original emails/pictures to you or [redacted] per request. 

Those issues are as follows:

1) Delayed install timeframe - 12-4 (install was to be complete by 4)  - arrived just before 4 and finished at 4:45 - no prior notification indicating they were running late

2) A very disrespectful installer who was very difficult to communicate with, bordering on rude/chauvinistic, whom [redacted] later apologized for him. Other three installers were great to speak with.

3) Black inside seam between installed panes showing. Installer said was due to shifting, which installer had to come back and fix onsite - (emailed SelectGlass 4/11 / images A and B below) 

4) Bathroom window pane that was the wrong size, could not be installed, old pane replaced 

5) Old bathroom pane reinstalled incorrectly, leaving large gap open to 114 degree weather outside, bugs and rain over the weekend (children’s bathroom)  - ( emailed Select Glass 4/11 / image C and D below)

6) Hairline fracture on the new bathroom pane they came back and installed - had to be replaced (emailed Select Glass 4/14 / image E below)

7) Wrong invoice amounts provided by last installer after final fix - confusion on what was still owed 

8) Table top glass delayed due to scratch

[redacted]’s husband, spoke in detail with me about all these issues. [redacted] acknowledged them and apologized directly to me and indicated they don’t usually have all these problems. [redacted] had the total cost of the glass top removed - which I only discovered after the remaining invoice balance did not match. We did not ask for 'free glass’.

When [redacted] came out to observe the smell in May, the visit ended with [redacted] asking us to give it a bit more time and that he felt if the smell continued it wasn’t on their end, but to contact them if it continued. We did NOT communicate to [redacted] that we felt the issue had been resolved. As requested, we allowed more time to pass to see if the smell continued/resolved. The smell is something we’ve been living with for a few months now. It is a chemical smell and is noticeable / stronger after the direct sunlight hits the window and it heats up. We don’t know why it is intermittent / occurring - we are not window specialists. What we do know, is that prior to the new panes, there was No smell. My husband is a former licensed residential remodeler whose company was affiliated with the Revdex.com. The smell is coming from the seam of the windows and is in Two separate rooms of the house.
 

We'd like to encourage [redacted]/Select Glass to reread our requested resolution. We don’t really understand her comment that we ‘want something for nothing’ - we are not asking for a monetary return at this time. We are working through the Revdex.com in attempt to resolve the problem and asking for  Select Glass to honor their warranty by addressing our concern, by making a site visit to observe the problem and discuss with us how to resolve it.  GLAZE TECH, the window pane manufacturer, has offered to make a site visit to try and resolve the problem — they also offered this up to Select Glass. However GLAZE TECH indicated they cannot perform a site visit along - it must be in conjunction with Select Glass, the installer, as that is who our warranty is through. 

The issue has Not been resolved. There is still a smell that is occurring in BOTH rooms. Our contract with Select Glass includes a WARRANTY for workmanship and parts (see attached - Image F). 

I hope this clarifies the inaccuracies of [redacted] response. 

Thank you