Solvay Glass of CNY, LLC

On 9/16/16 we sent an email to our customer and she responded that they were on vacation until approximately 9/25/16 and that they would get back to us to schedule a walk through and discuss compensation.  We are waiting to hear back to schedule same.

[redacted] and I have agreed to a date of Monday 11/16/15.  Lisa S[redacted]Lisa S[redacted]Business Manager Renewal by Andersen of CNY -          Division of Solvay Glass Phone: ###-###-####Fax: ###-###-####

We sent a letter on 8/11/15 to the [redacted] which is attached outlining our offering.  When we received this complaint, we mailed again.
Best regards,
Lisa S[redacted]
Business Manager

I have left a voicemail and followed up with an email to [redacted] indicating we would have her new door panel in and we are able to schedule the installation of it on 11/11/15; 11/12/15 or 11/13/15.  I will wait for her response.

I received a call from Solvay Glass this morning, December 2, 2014. The message stated that the young woman was from Solvay Glass, and she asked me, by name, to call her right back. I was confused because I knew that we hadn't done any recent business with the company. Imagine my surprise when I found that this was a marketing call and they were trying to sell me some of their products. Call me back right away? For a marketing call? I am inundated with telemarketers calling me day and night - now I have to call them back? I will never use Solvay Glass again.

Unfortunately Solvay Glass of CNY no longer has a Shower department, nor do we carry the Luxury bath line. The warranty was with the manufacturer. Luxury/BCI does however have a local dealer who would be able to service the customer's issue and provide the manufacturer warranty....

1-800-263-9882 We are not able to service this issue as we are no longer affiliated with Luxury Bath.

When our senior technician went out after Ms [redacted] expressed her concerns he spoke with Mr. [redacted]. He did not have any contact with Ms. [redacted]. He explained to Mr. [redacted] that the two pieces of side trim would need to be removed from the door so that he could get a piece of wood in place so the door...

would be better secured. [redacted] felt that the screws we not making sufficient contact with the framing. [redacted] explained that the scuffs/scratches on the door were superficial and they could be repaired and repainted as new. He also offered a new door panel and Mr. [redacted] said there was no reason for that. Our team went today 9/7/16 to complete all necessary adjustments and we also had our professional painter there to complete any painting and assured Ms. [redacted] that if there were any additional adjustments or services required we would be happy to assist.

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]

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

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.
We're very disappoint** 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 sent a letter on 8/11/15 to the [redacted] which is attached outlining our offering.  When we received this complaint, we mailed again.Best regards,Lisa S[redacted]Business Manager

At this time we are willing to uninstall the shower door and refund the customer in full in the hopes that this will resolve their complaint.Please advise if this is acceptable.  It if is kindly reach out to Lisa S[redacted], Business Manager at Solvay Glass at ###-###-#### and I will coordinate a time for the uninstall.Thank you.Lisa S[redacted]Business ManagerSolvay Glass

font-family: Calibri,sans-serif;">[redacted] and I have agreed to a date of Monday 11/16/15. 
Lisa S[redacted]
Lisa S[redacted]
Business Manager
Renewal by Andersen of CNY
-          Division of Solvay Glass
Phone: ###-###-####
Fax: ###-###-####