Solvay Glass of CNY, LLC

Please accept this letter as our apology for the frustration you have experienced We have made sure to delete ALL of your information from any source of our marketing efforts We will not be contacting you in the future.Best regards,Lisa S [redacted] Business Manager

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.Solvay Glass specializes in custom shower doors: ordering and installation This organization who specializes in, measured and installed the shower doors took it upon themselves to order a door that would not fit properly and install it not once but twice As the client, they failed to communicate to us that there were no available doors that would fit properly until I expressed my dissatisfacation There were several opportunities throughout the entire lengthy process where this could have and should have been communicated but that was not the caseIf there were no available appropriate doors that would fit properly we should have been consulted and approval requested BEFORE any order was placed but that also was not the case They ordered and installed doors that were too small the FIRST TIME A second measurement was taken and new doors were ordered, with no communication with us, the homeowners, that the doors would not fit properly They installed these SECOND set of doors with no notification that they would not fit properly This information about the door size only came to light when I expressed my dissatisfaction about the doors Again, this organization that SPECIALIZES in ordering and installing shower doors took it upon themselves to order and install doors TWICE that they knew would not fit properly without communicating the information or seeking approval by us the homeowner The solution that is proposed, is the refund of my money ONLY if I expend the money to remove and have another appropriately sized door installed and ONLY if they believe it is a better fit This solution is subjective to only their approval and with a sizeable outlay of cash by us to resolve the issue THIS IS A COMPLETELY UNACCEPTABLE solution and rejected The offer that I propose is one of two solutions: refund the installation fee as discussed during my initial conversation with Charles or at the full expense of Solvay Glass come and remove the shower doors and frame, knowing that any destruction or damage to the newly installed cermic shower will be their full responsibility and cost to repair will be their expense and then refund in full the cost of the shower doors and installation Solvay Glass stating that they could have done better with the communication is an understatement! They have stated "they could have done better with regards to what was available" is down playing the fact that not once throughout the entire process was informatoin communicated that the doors would not fit properly or make a reccomedation to go with another door that would I am dissappointed in their acceptance of responsibility for the problem and the proposed solution that put the sole responsibility of resolving the error on the homeowner Regards, [redacted]

We sent a letter on 8/11/to the [redacted] which is attached outlining our offering When we received this complaint, we mailed againBest regards, Lisa S [redacted] Business Manager

We did in fact have two conversations with this homeowner I am attaching the letter along with the warranty information outlining the coverage Luxury Bath is still in business and has dealers that can assist these folks with their issues The service warranty expired; (see attached) It was for seasons ago (years) In addition to which, we are no longer a Luxury Bath dealer We do not have a plumber on staff as we don't do these types of projects any longer Our only focus is shower doors in our glass division I have encouraged the homeowner to contact Luxury Bath and have attached their contact information[redacted] Business Manager

The customer states their screens are years old, in which "Two weeks ago, we had a problem and almost all windows need screens replaced." What sort of problem would occur that warrants all replacement screens? Fire? Storm? We were not notified as to the nature of the damaged screensIt seems unlikely that all screens would suddenly have issues at the same time, nor were any pictures providedAs stated in the provided warranty, "Customer must bring the broken sash frame or screen frame to Solvay Glass of CNY, INC for repair or replacement." Once we are able to inspect the damaged screens to determine the cause, Solvay Glass will be willing to reimburse half of the cost of the replacement screens

The [redacted] purchased windows over years ago Their manufacturer is no longer in business so the warranty on the product is no longer in effect Our workmanship warranty (attached) is for years We initially tried to get in touch with the manufacture to get new sashes and were informed of this unfortunate fact at that time We did advise Mr [redacted] on several occasions that the manufacture is no longer in business and that his Solvay Glass warranty was on the installation for years We have offered a 50% off rate on glass and seal replacement (which is why we went out to measure) which Mr [redacted] refused We are still willing to perform the glass and seal replacement on the sashes for the quoted amount The only other option would be for Mr [redacted] to purchase new windows with us

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] Solvay glass Homeowners lifetime warranty states..."Upon discovery of defects(products not performing as originally intended) SOLVAY GLASS OF CNY,LLC, will replace at no charge to the original homeowner any or all defectsSOLVAY GLASSOF CNY,LLC, reserves the right to replace defects with available parts recommended by the manufacturer only and if still producedNote glass and screens brought to SOLVAY GLASS OF CNY,LLC, will be repaired at no charge for as long as the homeowners own their houseLabor for installed products must be done by qualified Solvay Glass technicians and is warrantied for twelve seasons of use from the original date of installation."All criteria are met..1) window still produced 2) I still own my house 3) Solvay glass notified within seasons of original installation windows should be replaced at no charge to the original homeownerI am not sure how much clearer the SOLVAY GLASS Homeowners Lifetime Warranty can be??

Please accept this letter as our apology for the frustration you have experienced We have made sure to delete ALL of your information from any source of our marketing efforts We will not be contacting you in the futureBest regards, Lisa S [redacted] Business Manager

Unfortunately Solvay Glass of CNY no longer has a Shower department, nor do we carry the Luxury bath lineThe warranty was with the manufacturerLuxury/BCI does however have a local dealer who would be able to service the customer's issue and provide the manufacturer warranty 1-800-263-We are not able to service this issue as we are no longer affiliated with Luxury Bath

We actually sent these folks a letter yesterday I am attaching the letter and the attachment [redacted] Business Manager Solvay Glass October 8, Dear [redacted] and ***: It has been called to my attention that you are having issues with your tub linerUpon inspection of your tub by our service technician, [redacted] , it appears that water has gotten under your tub; therefore, we feel a plumber may be needed to find the source of the water and prevent any further leaking Unfortunately, our service warranty on your tub liner is three years, in addition to which, we haven’t done tub and shower liners in a few years It appears you are within your warranty with the manufacturer Luxury BathI have enclosed a copy of the warranty with a phone number and an addressI recommend that you contact them for further assistance We are sorry for any inconvenience with the bath enclosureRest assured Luxury Bath was one of the finest enclosures available at the time and has a number of homeowners enjoying their showers and tubs today Best Regards, [redacted] General Manager Solvay Glass

We had another conversation on 10/29/with [redacted] at Luxury Bath - even though she stated she has NEVER discussed the ***'s issue with anyone here at Solvay Glass, and she confirmed that the ***'s liner did NOT have any damage to it, ie: cracks, scratches, pockets, etcso it could possibly be a plumbing related issue We reviewed the facts with her....and she stated that it was not appropriate for her to try to "diagnosis" the issue over the phone.....many states away...without even having one of their technicians on site to do a proper inspection.....Again, we have been willing to send a plumber at our expense to reseal plumbing related fixtures We still believe there has to be a source for the water I am very confident, due to the construction of the acrylic liner and inspection by [redacted] , that water is not coming through the liner Therefore, the source has to be a plumbing related to the drain or possible overflow Again, Solvay Glass does not have an obligation to render any services after four years We have however, sent a service tech out to help with diagnosing of the problem for a solution We were going to send a plumber that we were willing to pay for to reseal, but Mr [redacted] refused and wanted a complete removal which we are unable to do [redacted] / [redacted] Solvay Glass

Revdex.com: I have review [redacted] the response made by the business in reference to complaint ID [redacted] , and have determin [redacted] that this does not resolve my complaint For your reference, details of the offer I review [redacted] appear below We're very disappoint [redacted] in Solvay Glass' response to the Revdex.com regarding our outstanding service request We purchased a bathroom remodel through them with their lifetime homeowner's warranty We've sent them a copy of the purchase agreement which includes a line item for the lifetime warranty they sold us Referring us to the manufacturer for support is not an acceptable solution as our warranty is through Solvay Glass Again, this product was sold to us by Solvay Glass with their lifetime homeowner's warranty It's clear that Solvay Glass doesn't want to honor their commitment, but that doesn't release them from their obligation to provide the warranty support that they sold to us We still expect them to resolve the problem by repairing or replacing the cracked wall section Regards, [redacted]

We are willing to send out a technician at no cost to assess the issue Please call [redacted] at ###-###-#### to arrange

As stated by our warranty, installation is only covered for yearsThis would appear to us to be adhesive failure (causing a leak) which was supplied by and warrantied by the manufacturerWe strongly recommend to re-contact the manufacturer because it’s their adhesive and product that has failedI believe we may have to get the Attorney General involved because blaming the install six years later is definitely inaccurateHow can an install hold up for many years, then fail? It is apparent the manufacturer is not taking responsibility for their productWe would be happy to help with pursuing the manufacturer Please keep in mind we have not done tub liners for a number of years and do not have the ability to service liners

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I have a completely different warranty that was provided to me in the packet of documents when I made the purchase We were also told by the salesman that it was a lifetime warranty due only to the original owners We are the original owners I have a feeling that Solvay Glass no longer installs these inserts because they had more trouble with the inserts than their financial worthNow Solvay Glass washes its hands of the matter I do not understand [redacted] 's statement, "water has gotten under your tubwe feel a plumber may be needed to find the source of the water." I can tell you the source; water is trapped in-between the layers I would bet my bottom dollar that the overflow has something to do with the trouble but I am not a plumber nor should I have to seek one out About the only conversation with [redacted] we had; he had stated that he hadn't gotten back to us because he was having trouble finding a plumber We had a plumber @ our house, which we told Solvay GlassOur plumber did not say that the plumbing was the source of the leak In fact he recommended that the liner be taken out, the area drained of the standing water and dried out before reinserting the linerThe reason we initially refused a plumber from Solvay Glass was because [redacted] wanted the plumber to just seal the leak with no proposal on how to drain the standing water or dry out the tubIf Solvay Glass is so certain that it is our plumbing that is the culprit; then okay, send a plumber over on their dimeI have shelled out enough I prefer not to accelerate a health hazard and further endanger myself or my husband by not addressing the potential black mold growing in-between my tub and the tub liner No, this is totally unacceptable I have never dealt with such unprofessional people that don't return calls and hide behind a letter Apparently they don't subscribe to their customer service actually servicing their customer Solvay Glass does stand behind the products they sell or the guarantees (a.k.awarranties) they promiseAs I stated before, I will be out of town starting (tomorrow) 10-10-14, through 10-21-They have taken close to a month to address this issue how about a return of that courtesy and at least give me until I get back to see if their can be some accommodation made by Solvay Glass other than for us to incur more cost Thank you Regards, [redacted] ***

On 1/4/there was an agreement entered into with [redacted] to replace double hung windows along with gliding windows (attached) Part of the additional work we promised was on our Project Special Needs sheet (attached) wherein we agreed to cap the exterior of the decorative fixed window (at no charge) - which is the window in question We ordered the windows and came for the installation of same The installation took longer than expected due to the weather in February being challenging and our team taking extra time for safety Ms [redacted] asked for compensation for taking additional time off of work We gave a $credit for the inconvenience The installation was completed on 2/16/and we have attached a signed completion form Please note there is nothing in the "Comments" section that would alert us that she wasn't satisfied A few months later I received a voicemail that she wasn't happy with the "little" window She stated that the salesman said "we would make her a window in our shop" that would fit it After I spoke to her I explained that we do not fabricate replacement windows here in Syracuse that we could come measure for a storm window I sent our technician to measure and he stated that she wanted a custom REPLACEMENT window not a storm window AT NO CHARGE I did follow up with an email on 4/25/stating these facts (attached) At this juncture we have more than satisfied our agreement

Again,we agree this is an unfortunate situation, however the Solvay Glass warranty as outlined previously is for seasons (years) on the installation The product warranty was for years The [redacted] purchased the windows over years ago.We still have the same solutions available to help The glass and seal service provided in home or in our repair shop Both of these estimates reflected a 50% reduction

We actually sent these folks a letter yesterday I am attaching the letter and the attachment [redacted] Business Manager Solvay Glass October 8, Dear [redacted] and ***: It has been called to my attention that you are having issues with your tub linerUpon inspection of your tub by our service technician, [redacted] , it appears that water has gotten under your tub; therefore, we feel a plumber may be needed to find the source of the water and prevent any further leaking Unfortunately, our service warranty on your tub liner is three years, in addition to which, we haven’t done tub and shower liners in a few years It appears you are within your warranty with the manufacturer Luxury BathI have enclosed a copy of the warranty with a phone number and an addressI recommend that you contact them for further assistance We are sorry for any inconvenience with the bath enclosureRest assured Luxury Bath was one of the finest enclosures available at the time and has a number of homeowners enjoying their showers and tubs today Best Regards, [redacted] General ManagerSolvay Glass

[redacted] and I have agreed to a date of Monday 11/16/ Lisa S [redacted] Lisa S [redacted] Business Manager Renewal by Andersen of CNY - Division of Solvay Glass Phone: ###-###-#### Fax: ###-###-####

The customer states their screens are years old, in which "Two weeks ago, we had a problem and almost all windows need screens replaced." What sort of problem would occur that warrants all replacement screens? Fire? Storm? We were not notified as to the nature of the damaged screensIt seems unlikely that all screens would suddenly have issues at the same time, nor were any pictures providedAs stated in the provided warranty, "Customer must bring the broken sash frame or screen frame to Solvay Glass of CNY, INC for repair or replacement."Once we are able to inspect the damaged screens to determine the cause, Solvay Glass will be willing to reimburse half of the cost of the replacement screens