Suburban Glass Inc.

Review: I purchased a 72" glass top for my wood table from Suburban Glass. They came to measure my table and sold me that this table needed a glass top and this would last a lifetime. Within 3 months the glass top broke right down the middle by someone putting their hand on the table while getting up. There was nothing that was dropped or hit this glass. I call Suburban to come take a look at it and when the sales guy showed up he said the glass had "to much play" on top of the table and was not installed properly. He said he would go back to the company and discuss replacing the glass. I never heard back from them and when I finally reached someone after several attempts, they told me there is nothing they can do. Their answer was "its glass and it breaks, that what keeps us in business". I told them I was going to file a complaint with the Revdex.com and they laughed and said "enjoy wasting your time, that will do nothing".I am truly upset that this company would not stand behind the manufacturing and installation of their product. When I discussed this situation with a competitor of theirs(without using names), I was told that glass top, manufactured properly, will not break unless someone drops something heavier than a hammer. In that case, the glass will shatter, not crack. A cracked glass top is an indication it was not manufactured or installed properly. I hope to get some resolution as I cannot use my table at this point. Thank you for your help!!!Desired Settlement: I would like them to replace the glass top that was manufactured and installed improperly. I even offered to pay 25% of the original cost and they would not accept

Business

Response:

to answer mr heldberg concerns, no table ever needs a glass top that is a choice that the customer makes before calling us. we give them what they want

all glass breaks.we never said, offered, or implied a lifetime warranty on any glass. ever.

there is no way to improperly install a glass top. it is simply placed on top of the table. if his wood table is not completely flat when pressure it put down on the edge of the glass it can break (the amount of pounds per square foot of pressure that can be applied to the glass top pushing down on it, is greater than walking on it)

by his own admission he pushed down on the glass so it did not break on its own like he told us it did

we went out to his house to remeasure the glass top and to pick up a deposit for the replacement glass. ( there was no need to leave him hanging like he says we did. he was told he is not getting it for free that day ) we were then told it better be for free or else. so my tech left before offering him the discounted price of $300.00

when glass breaks it cracks. only tempered glass shatters. by the way, (even if the customer agreed to sign a waiver) I would never sell anyone tempered glass for an indoor table because when it breaks it will shatter into a million pieces and destroy the wood top

SUBURBAN GLASS

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID#[redacted], and have determined that my complaint has NOT been resolved because:

Any soft wood table that is used for daily use requires a glass top to prevent harm to the wood(staining, chipping, etc). When we purchased the table the manufacturer(hooker Furniture, a large reputable company) they highly suggested a glass table top for this table. We had suburban glass in days after our furniture was delivered.

As far as installing the glass, the glass needs to be balanced and leveled using clear spacers under the glass. This has been confirmed by two other glass companies. If the glass is not level and balanced using spacers, it is likely to break. This is exactly what happened. The glass broke straight across, in half, which confirms the glass was installed incorrectly. By their own admission below, they laid the glass on the table and that is it. I also never said the glass broke on its own and fully admitted I put my hand down on the table when it broke.

When the suburban tech showed up, he never offered a reduced price or any sort of reconciliation for the damaged glass. That is a lie. I also have spoken with three catering hall managers because I have been to trying to book a party for my daughter. They all had round tables with glass tops and I asked if they ever had any one of them broke. Their response was they would never have glass tops on tables if they broke as it would be a huge liability for them. If a glass table broke, The glass was manufactured incorrectly. I can get the names of these people if requested. This table top should be replaced..

?

Sincerely,

Business

Response:

all glass breaks, no glass is unbreakable.

putting a glass top an a wood table is a choice . if all wood tables required glass tops then they would be sold with the glass and there would be no need to go to a glass shop. ever.

and I stated last time we were never given the chance to tell him about a discounted price because when he found out that the glass was not going to be free he got very irate and threated us. so we left

buttons are used on ALL glass tops

if he still wants a replacement top the price will be $300.00 and, like with the first one, there are no warranties or guarantees on the glass top

its not a manufactures defect when a piece of glass breaks

he is upset because he broke the glass and needs to buy a new one but that is his fault not ours

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved beca

[Your Answer Here]

As I read their response, the story continues to change. AS they stated earlier, they OFFERED me a discounted price as good faith. Now they say, they never had a chance because I wanted it for "free". I didn't want it for free, I wanted the company to stand behind its product, which it obviously did not. The story has changed and this company is obviously not going to stand behind its product. In a court of law, if a witness is caught lying about one single item in their testimony, the entire testimony is considered a lie. This is the case here. A Very dishonest operation. Shame on you

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,