Solvay Glass of CNY, LLC

The complaint is not for glass..it was for the screens ...the sunroom has sliding windows with screens on the outside.  They always...

said just bring them to us and we will replace any damaged screens for free, for the life of the room.  When I called them about bringing them in, I was told to call True Value, that they redo screens, but I have to pay. True Value referred me to Martins Glass.  I asked about the warranty that I and many others had, and was rudely told no.  If you look at the certificate that I send of the lifetime warranty, it states it in there about the screens...it says screens brought to Solvay Glass will be repaired at no charge as long as the homeowners own their house...the windows are fine....it's just the screens and Martins Glass replaced them, and did a great job, but it cost $918. with tax......I am only looking for them to share the cost....Thank you.....
[redacted]

Better Business...

Bureau:
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.
it is not enough for Solvay Glass to make a blanket statement claiming never to contact us again through your website. We are demanding that Solvay Glass send us a letter telling us that they will never contact us again. They must put the letter on their letterhead which should show the name of the firm, actual legal address of the firm, actual legal phone number of the firm and be signed by the owner(s) of the firm and be mailed to us at: ** [redacted] 13021. Without such letter in our hands, we will not accept their claim to never bother us again. If we receive another call from them, we will treat the call as criminal harassment.
Regards,
[redacted]

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 12 seasons ago (3 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

We actually sent these folks a letter yesterday.  I am attaching the letter and the attachment.
 
[redacted]
Business Manager
Solvay Glass
October 8, 2014
Dear...

[redacted] and [redacted]:
It has been called to my attention that you are having issues with your tub liner. Upon 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 Bath. I have enclosed a copy of the warranty with a phone number and an address. I recommend that you contact them for further assistance.
We are sorry for any inconvenience with the bath enclosure. Rest 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

We actually sent these folks a letter yesterday.  I am attaching the letter and the attachment.
 
[redacted]
Business Manager
Solvay Glass
October 8, 2014
Dear [redacted] and [redacted]:
It has been called to my attention that you are having issues with your tub liner. Upon 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 Bath. I have enclosed a copy of the warranty with a phone number and an address. I recommend that you contact them for further assistance.
We are sorry for any inconvenience with the bath enclosure. Rest 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

As
stated by our warranty, installation is only covered for 3 years. This would
appear to us to be adhesive failure (causing a leak) which was supplied by and
warrantied by the manufacturer. We strongly recommend to re-contact the
manufacturer because it’s their adhesive and product that has failed. I believe
we may have to get the Attorney General involved because blaming the install
six years later is definitely inaccurate. How can an install hold up for many
years, then fail? It is apparent the manufacturer is not taking responsibility
for their product. We 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:
As I said in my earlier complaint- the manufacturer says it was INSTALLATION issue not defect in liner itself.  Perhaps Solvay Glass could arrange REPAIR or evaluation of our issue as part of their" lifetime warranty". Perhaps they could contact  the appropriate or qualified repair person and  make good on their promise of satisfaction guaranteed. It was an installation issue that caused the leak.   We are without a bathtub currently and have been patiently waiting for Solvay Glass to do the right thing regarding this issue. 
 
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I will accept partial payment I will bring the screens in after the 1st of the year for your review and for the reimbursement, due to my husband going through chemo, I can't get there until then.  Thank you for your cooperation.
Regards,
Sandra Vincent

The complaint is not for glass..it was for the screens ...the sunroom has sliding windows with screens on the outside.  They always said...

just bring them to us and we will replace any damaged screens for free, for the life of the room.  When I called them about bringing them in, I was told to call True Value, that they redo screens, but I have to pay. True Value referred me to Martins Glass.  I asked about the warranty that I and many others had, and was rudely told no.  If you look at the certificate that I send of the lifetime warranty, it states it in there about the screens...it says screens brought to Solvay Glass will be repaired at no charge as long as the homeowners own their house...the windows are fine....it's just the screens and Martins Glass replaced them, and did a great job, but it cost $918. with tax......I am only looking for them to share the cost....Thank you.....[redacted]

The customer states their screens are 12 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 screens. It seems unlikely that all screens would suddenly have issues at the same time, nor were any pictures provided. As 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.

Revdex.com:
I have review** the response made by the business in reference to complaint ID [redacted], and have determin** that this does not resolve my complaint.  For your reference, details of the offer I review** appear below.
At first I thought they must be kidding, they're willing to honor their homeowner's lifetime warranty by charging me nearly $100 for a guy to come out with no guarantee that he can or will fix the problem.  The warranty paperwork they sent in their last Revdex.com response was clearly for a different product as a batchtub is not a seasonal item and what they sent references it being cover** for 3 years or twelve seasons. 
Since they sold the bathtub remodel with a homeowner's lifetime warranty; and I'm the homeowner (and I don't know any homeowners who only lived 3 years)  they remain obligated to honor their agreement.  I'm unwilling to pay $100 or any amount to them for work they are obligated to do for free.
Regards,
[redacted]

On 1/4/16 there was an agreement entered into with [redacted] to replace 10 double hung windows along with 5 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 $744.00 credit for the inconvenience.  The installation was completed on 2/16/16 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 4/25/16 stating these facts (attached).  At this juncture we have more than satisfied our agreement.

We had another conversation on 10/29/14 with [redacted] at Luxury Bath - even though she stated she has NEVER discussed the [redacted]'s issue with anyone here at Solvay Glass, and she confirmed that the [redacted]'s liner did NOT have any damage to it, ie: cracks, scratches, pockets, etc. so 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

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

Again,we agree this is an unfortunate situation, however the Solvay Glass warranty as outlined previously is for 12 seasons (3 years) on the installation.  The product warranty was for 10 years.  The [redacted] purchased the windows over 12 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.

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 case. If 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: 1. refund the installation fee as discussed during my initial conversation with Charles or 2. 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]

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 case. If 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: 1. refund the installation fee as discussed during my initial conversation with Charles or 2. 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]

This company is awful! The company called to set up a "free" home estimate after we had submitted a request at the fair. We have a large picture window and door we need replaced. Over the coarse of three days they called 6 times getting progressively more pushy. Things like, "this window could cost up to $20,000.00". Seriously? Anyway we wanted an actual salesman to come who knows Anderson products and give us a realistic estimate, not what a paper pusher "thinks" it could cost. On the 5th call they "demanded" we run our credit for a pre-approval. When I told them we had independent financing or cash to pay, the representative said ok and finally let me off off of the phone. Then at 8pm that night we got another call that something came up and they can't make the appointment at 9am the next day and would call us when they could re-schedule. Are you kidding me? After 6 calls in three days confirming the appointment they can't make it? Obviously they want to finance their projects. This should raise huge red flags for any buyer! BEWARE OF THIS COMPANY!!!

Horrible after sales service. Sagging shower door installed in 2014. I've been calling for the last 3 weeks with Brad and Sharon to be put straight into their voicemails and no return of calls. Stay away from these folks. After paying a $5k bill there is no service to repair it.

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 defects. SOLVAY GLASSOF CNY,LLC, reserves the right to replace defects with available parts recommended by the manufacturer only and if still produced. Note glass and screens brought to SOLVAY GLASS OF CNY,LLC, will be repaired at no charge for as long as the homeowners own their house. Labor 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 12 seasons of original installation.  windows should be replaced at no charge to the original homeowner. I am not sure how much clearer the SOLVAY GLASS Homeowners Lifetime Warranty can be??