The Glass Company

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Mr. [redacted] stated that my complaint was inaccurate.  Perhaps there is some lack of communication between [redacted] and his workmen.  I have sealed the window gaps with duct tape that is not holding well.  Insects are still coming in through the holes.  I have purchased new weather-stripping from another source.  Mr. [redacted] did offer to put wheels on the window, at additional cost.  His workmen did say I could call to special-order the weather-stripping, at additional cost.  When I looked at the frame outside with the workmen who came to do the estimate, it did not appear bent.  The inside frame was not jagged before they forced the window from inside.  In his response to you, Mr. [redacted] did not propose any resolution.  Instead, he sent me an email message which I will attempt to attach.  If he or his workmen will actually return and fix the problems they created at no additional cost to me, that would be acceptable.  I will notify you if this occurs.

Regards,

We were at the home this afternoon, I believe that we have resolved all issues.

Review: This company's website boasts, "Let us show you what service to the customer is all about." The two workmen sent to my home certainly showed me--not to call this company. They came to replace one 21 by 36-inch double-pane window unit: take out two exterior screws, lift the old glass in its metal frame out of the window, put the new unit in place, and replace two screws. Instead, the unsupervised, apparently unskilled handymen banged on and bent the window's center bar, leaving gaps large enough for daylight to pour through, as well as wasps and horseflies. They lost or threw away the existing screws and replaced them with new screws that were too long to fit properly. Then, they tracked dirt into my kitchen, pulled out the other side (a good window pane), and tore out all of its existing weather-stripping, throwing pieces all over my kitchen. Next, they told me I would have to call the company to special-order new weather-stripping and pay to have them come out again to install it. They put the good side back in, and I tried to close my window. When it wouldn't close, one man told the other to go outside and loosen the new screws. The man inside forced the window open, tearing a jagged metal strip in the bottom of the inside window frame, which I now have to be careful not to touch. They demanded their $200 payment on the spot and did not give me a receipt. They replaced the window screen so well that it fell off less than five minutes after they left. I still couldn't open or close the sliding window pane, which had worked fine before they came. When I called the company, I was told that I could pay them to come out again and put wheels on the bottom of the window. No other window in the house has wheels, and they all slide quite easily. I'm left with a window that now will not open or close, a screen that falls out, gaps in the bent center of the frame, a jagged cut inside frame, and no weather-stripping. Shoddy workmanship; will not stand behind their work. Don't use this company!Desired Settlement: Preferred: Full RefundAlternative: Have a reputable, skilled person fix or replace the damaged window frame and weather-stripping at no cost at a date and time convenient to me. Courtesy would be appreciated.

Business

Response:

Dear Revdex.com,

I have read the complaint (#[redacted]) and I am familiar with the situation. The description of our companies contact with and attempt to provide service to this customer is completely inaccurate, we attempted to find a solution to resolve the issue she has presented to us (other issues mentioned have never been presented to us) which was the ease of sliding of the window. That type of window usually slides on a roller and there was no roller present, we offered to put rollers on to help the window perform as it was designed but she did not want us to do that. The window technicians that were sent to her home have sixteen (16) years and ten (10) years of experience and are extremely knowledgeable.

We did replace screws as she mentions but it was the other way around. Someone had put screws that were too long (they were preventing the operable sash from sliding) in to the window before we arrived and we replaced with shorter (correctly sized) screws. The center bar she mentions was bent prior to our arrival but when we left there were no gaps to the inside.

As far as payment, we give free estimates and she was notified of the cost and that it would be due at the time the service was rendered.

The Glass Company

[redacted] E. State Route [redacted]

Cottonwood, AZ 86326

Ph ###-###-####

Fax ###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Mr. [redacted] stated that my complaint was inaccurate. Perhaps there is some lack of communication between [redacted] and his workmen. I have sealed the window gaps with duct tape that is not holding well. Insects are still coming in through the holes. I have purchased new weather-stripping from another source. Mr. [redacted] did offer to put wheels on the window, at additional cost. His workmen did say I could call to special-order the weather-stripping, at additional cost. When I looked at the frame outside with the workmen who came to do the estimate, it did not appear bent. The inside frame was not jagged before they forced the window from inside. In his response to you, Mr. [redacted] did not propose any resolution. Instead, he sent me an email message which I will attempt to attach. If he or his workmen will actually return and fix the problems they created at no additional cost to me, that would be acceptable. I will notify you if this occurs.

Regards,

Business

Response:

We were at the home this afternoon, I believe that we have resolved all issues.