The Glass Guru of Greeley

Regarding the customer who is complaining about our customer service and workmanship, please consider the following facts:aOur estimate and work order clearly states that if a customer cancels or reschedules the install inside a hour notice, Glass Guru can charge a cancellation fee of $to reschedule The customer called minutes prior to our scheduled install and told me he would call back with a new date and time I had already loaded all the equipment and lined out the crew for his job Totally inconsiderate – but I chose not to impose the reschedule fee.bOur estimate and work order clearly states that the customer is responsible to remove and reinstall any existing window treatments and blinds, and if the contractor completes the removal and reinstallation additional fees can apply At the worksite, the customer did not remove and reinstall the blinds, Glass Guru performed this work – and I chose not to impose any additional fees.cAll the patio doors come standard from my supplier with an XO configuration – that is the handle is on the right from the outside I have had many customers prefer that configuration, and in fact they prefer to have the heat vent oriented where the door opening is Customer misstated that it was lucky the tenant was there, we placed the door in the opening, and found the tenant and asked her what her preference was With her input we then reversed the door operation at her request – and we gladly did it It was really not extra work at all Neither myself nor my worker were put out by it We reverse door operations routinely based on customer input.dWhen working with glass, there are times that it breaks – that is the nature of glass – it is fragile When breakage occurs we strive to make sure that the glass is cleaned up My worker spent minutes with a broom, and then I had him actually vacuum the grass just off the concrete to insure we removed any remaining pieces.eThe caulking I completely stand behind I use a year caulk that is completely weather resistant It can be more difficult to work with at times Contrary to the customers implications, when requested I did return and re-caulk much of the original work I did use tape as he indicates I did not The neighbor was outside at times and can attest to that The original siding and frame out created some gaps that required more than a standard 3/bead of caulk which ended up having slightly more notice to it fI offered to install x trim boards around the doors, and paint them to match free of charge on both doors but the customer rejected that offer.gI matched the paint through Lowes with custom color paint and painted all the caulk to the door frame free of charge.hI returned every call and email from the customer.iFinally I believe I went above and beyond on this customer service issue Over the years with Glass Guru we have literally completed thousands of window and door installations This is only the 2nd complaint we have received regarding the caulking and customer service While our efforts may not be heroic, they are substantial and we will stand by our future customers with the same diligence and integrity that we have stood by this customer There are those in life, that just refuse to be pleased

We are a family owned business and there was an emergency in our family when the customer called about their concernsAs soon as the family issue was resolved, we contacted the customer and repaired their door right awayWe informed them about our family emergency and resolved to complete the repairs as soon as possibleWhen the work was completed the customer was satisfied and did not bring any further concerns to our attention

We are a family owned business and there was an emergency in our family when the customer called about their concerns. As soon as the family issue was resolved, we contacted the customer and repaired their door right away. We informed them about our family emergency and resolved to complete the...

repairs as soon as possible. When the work was completed the customer was satisfied and did not bring any further concerns to our attention.

Regarding the customer who is complaining about our customer service and workmanship, please consider the following facts:a. Our estimate and work order clearly states that if a customer cancels or reschedules the install inside a 24 hour notice, Glass Guru can charge a cancellation fee of $75.00 to...

reschedule.  The customer called 20 minutes prior to our scheduled install and told me he would call back with a new date and time.  I had already loaded all the equipment and lined out the crew for his job.  Totally inconsiderate – but I chose not to impose the reschedule fee.b. Our estimate and work order clearly states that the customer is responsible to remove and reinstall any existing window treatments and blinds, and if the contractor completes the removal and reinstallation additional fees can apply.  At the worksite, the customer did not remove and reinstall the blinds, Glass Guru performed this work – and I chose not to impose any additional fees.c. All the patio doors come standard from my supplier with an XO configuration – that is the handle is on the right from the outside.  I have had many customers prefer that configuration, and in fact they prefer to have the heat vent oriented where the door opening is.  Customer misstated that it was lucky the tenant was there, we placed the door in the opening, and found the tenant and asked her what her preference was.  With her input we then reversed the door operation at her request – and we gladly did it.  It was really not extra work at all.  Neither myself nor my worker were put out by it.  We reverse door operations routinely based on customer input.d. When working with glass, there are times that it breaks – that is the nature of glass – it is fragile.  When breakage occurs we strive to make sure that the glass is cleaned up.  My worker spent 45 minutes with a broom, and then I had him actually vacuum the grass just off the concrete to insure we removed any remaining pieces.e. The caulking I completely stand behind.  I use a 50 year caulk that is completely weather resistant.  It can be more difficult to work with at times.  Contrary to the customers implications, when requested I did return and re-caulk much of the original work.  I did use tape as he indicates I did not.  The neighbor was outside at times and can attest to that.  The original siding and frame out created some gaps that required more than a standard 3/16 bead of caulk which ended up having slightly more notice to it.  f. I offered to  install 1 x 4 trim boards around the doors,  and paint them to match free of charge on both doors but the customer rejected that offer.g. I matched the paint through Lowes with custom color paint and painted all the caulk to the door frame free of charge.h. I returned every call and email from the customer.i. Finally I believe I went above and beyond on this customer service issue.  Over the years with Glass Guru we have literally completed thousands of window and door installations.  This is only the 2nd complaint we have received regarding the caulking and customer service.  While our efforts may not be heroic, they are substantial and we will stand by our future customers with the same diligence and integrity that we have stood by this customer.  There are those in life, that just refuse to be pleased.