South Valley Glass

Initial Business Response /* (1000, 7, 2015/07/06) */
Mr. [redacted] came to our office on X-XX-XXXX to request an estimate for a window for a door, that according to him, he bought at a yard sale for $5. His request was that he wanted the most inexpensive vertical sliding window he could...

get. The most inexpensive operable window is exactly what we gave him, which he described fair enough in his complaint. We are a company that specializes in glass products. When a customer walks in our office and states exactly what he/she needs, we work with the customer to provide them exactly what he/she wants. We give the customer options and prices, then they make their choice. Now, if a customer walks in and states that he/she have no idea what he/she needs, but explains what he/she want to do, then we take into consideration as to what the customer needs and help him/she to identify what is their actual need and what product will satisfy. Mr. [redacted] came in knowing what he wanted and took his pick based on cost. The original bid was for about $150 for another window for the door and he asked [redacted], the sales person, to see if that was the absolute cheapest. Please note, a bel-air window will run $225 without installation with our company. That is when [redacted] decided to give Mr. [redacted] the Milgard product, and he explained exactly what was going to be ordered and Mr. [redacted] signed for the order. Everything seems correct until he brings up the contractor's comments. The window we sold Mr. [redacted] is intended for new construction use, but not limited to that. The window was installed properly and is guaranteed not to not warp or leak. Mr. [redacted] came in to buy the cheapest operable window possible and now says that he wants the appropriate window. The request he initially gave to our sales person and the comment his contractor made do not correlate. We are also appalled as to how quickly Mr. [redacted] went to complain to the Revdex.com in less than 24 hours from his initial complaint to us. He did not even give the manager the opportunity to return his phone call. This is one of many issues in our market, we have a consumer who has an idea and a budget. They strive to strike a deal by cutting corners and then realize after the fact that their "deal" was not what they thought it would be. In this case, for some reason a contractor saw what Mr. [redacted] ordered and made his comments to drive Mr. [redacted] to demand a refund. When Mr. [redacted] signed to place the order, he signed that it was a custom order and there are no refunds for custom orders. When he picked up his door, the invoice states that there are no refunds on custom orders. There was no doubt that Mr. [redacted] was satisfied with the results when he picked up his door and left our office. We made certain Mr. [redacted] knew what he was paying for and we apologize for Mr. [redacted] and his contractor's dissatisfaction, unfortunately we cannot return the window to Milgard and therefore there is no refund for this custom order.
A copy of the invoice is available for you Revdex.com's review.
Initial Consumer Rebuttal /* (3000, 9, 2015/07/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The owner never made any attempt to contact me. I called twice and asked to speak with him and was told the first time that he was out to lunch and the second time that he was busy and could not come to the phone. Both times his employees assured me that they would give [redacted] my message. I do not dispute the fact that I wanted an inexpensive window for a door that [redacted] measured; however, when I saw it, I thought it looked kind of odd. As I stated in my initial complaint I am not in the construction or window-glass profession, I am a retired peace officer, so I did not know at that time that this type of window was not designed to be placed in a door. The frame of this window protrudes approx. one inch outwards from the door coming to sharp points at the corners, a child could easily injure themselves on it. The contractor that I hired told me that this window is designed for a house not a door and that it would allow water to get inside the interior of the door and eventually warp it, he could not believe that this company would be so dishonest to install this window on the door unless they were new employees and did not know any better. The salesman [redacted] was very courteous to us, however, at no time did he show us an example of this window or tell us it was not designed to go into doors before ordering it. Apparently he made an error,I just want this company to admit they made a mistake and please give me a refund.I will gladly return this undamaged window, and I see no reason why it could not be used or sold again for it's appropriate purpose.
Final Consumer Response /* (2000, 13, 2015/07/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes, this resolution is satisfactory. Thank You.
Final Business Response /* (4000, 11, 2015/07/16) */
We will be issuing his money back. Our company will be sending him a check for $106.97. We will send this to the Revdex.com so that they can send it via certified mail to the customer.