Tri-State Glass Block, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.In the letter that I was sent, it did mention the trip fee but also indicated that coming would be a waste of time & moneyShouldn't that be my choice? There is an apparent problem with the ventI am not sure if another piece of glass can just be put in or if it fully needs to be replaced. Furthermore, my home was tested for moisture after getting the windows installed & before completing refinishing my basementThere were no moisture problems or I would not have finished my basement. In the estimate I was given before having the windows installed it states that your company would exceed my expectations & it was your goal & reputationWell, I'm sorry but wouldn't it have just been easier to come & take a quick look instead of going through all of this especially provided the volume your company doesI have seen several reviews from other people online complaining about the unfriendliness & not receiving call backs. I also find it hard to believe that you charge $to come look at something when the cost to install all three windows was only $So what would the price of repair be? I'm better off calling to get a whole new window installedYou only charged me $total to put it in.
Regards,
*** ***

Ref: ***This is in response to a letter received regarding *** ***She called our office during the coldest temperatures of the year complaining that there was frost on the inside of one of her ventsShe demanded that someone come and look at this and she wanted the situation taken
care of under her warranty.I asked if anything was cracked, she responded noI then asked if she could feel cold air blowing through the window, again she responded noI explained to her that her warranty covered cracking and leakingShe did not like that response and demanded we send someone to look at this and fix it!I tried to explain to her that we have been doing this for years and have had similar situations a hand full of times with other customersI went on that it could be a moisture problem in that part of the homeSometime when you install glass block, you seal off the spaces where that moisture used to escape throughNow on extremely cold days that moisture will collect where it used to escape and on especially cold day some frost may occur on the insideShe refused to even consider that and argued that this was a warranty issue despite the fact that our warranty clearly does not cover moisture problems in her home.Realizing that I was going to get nowhere with her, I told her I would speak to some of the guys and get back to her, otherwise the telephone conversation would have never ended.I sent her a letter explaining again what we spoke about on the phoneI offered to send an employee to her home, but explained that if it was not a warranty issue there would be a fee for this visitI went on to tell her that in my experience, along with what she explained over the phone, she would be wasting her money because it most likely would not be a warranty issue, but it was her choice.I never heard back from Ms*** after the letter was sent.Attached is a copy of her original invoice clearly showing the warranty only covers cracking and leaking.I take issue with her comments in her letter to youWhen she called our company she complained of frost on one of the vents, in the letter to you it is now condensationAgain, a sign of moisture in the home.She stated in her letter “How do you really know what my problem is?” Well we know because she specifically stated there was nothing cracked and nothing was leaking.She states in her letter that moisture in her home is not the problemDid she have the home tested? I’m guessing not.She states that she paid another company to come look at the problemFirst she did not provide any proof of this, nor provide a report from this “other company”, nor proof that she paid themCommon sense would dictate that if you are willing to pay “another company” to visit you home, why wouldn’t you take our offer to visit your home and if it wasn’t a warranty issue pay us and if it happened to be a warranty issue your problem would have been solvedI would like Ms*** to provide this information so I can speak with the representative that visited her homeWe have been in business for years and I’m sure I know whomever she had visit her home.Again, we have been in business since Last year our sales were million, you do not reach that level of success by not taking care of your customers and not knowing your businessWe again offer to Ms*** a visit to her home under the same stipulation, that if it is not a warranty issue, there will be a fee trip dueI would also like the information on whom she paid to visit her home.Thank you, Jeffrey U***

Ref: ***This is in response to a letter received regarding *** ***She called our office during the coldest temperatures of the year complaining that there was frost on the inside of one of her ventsShe demanded that someone come and look at this and she wanted the
situation taken care of under her warranty.I asked if anything was cracked, she responded noI then asked if she could feel cold air blowing through the window, again she responded noI explained to her that her warranty covered cracking and leakingShe did not like that response and demanded we send someone to look at this and fix it!I tried to explain to her that we have been doing this for years and have had similar situations a hand full of times with other customersI went on that it could be a moisture problem in that part of the homeSometime when you install glass block, you seal off the spaces where that moisture used to escape throughNow on extremely cold days that moisture will collect where it used to escape and on especially cold day some frost may occur on the insideShe refused to even consider that and argued that this was a warranty issue despite the fact that our warranty clearly does not cover moisture problems in her home.Realizing that I was going to get nowhere with her, I told her I would speak to some of the guys and get back to her, otherwise the telephone conversation would have never ended.I sent her a letter explaining again what we spoke about on the phoneI offered to send an employee to her home, but explained that if it was not a warranty issue there would be a fee for this visitI went on to tell her that in my experience, along with what she explained over the phone, she would be wasting her money because it most likely would not be a warranty issue, but it was her choice.I never heard back from Ms*** after the letter was sent.Attached is a copy of her original invoice clearly showing the warranty only covers cracking and leaking.I take issue with her comments in her letter to youWhen she called our company she complained of frost on one of the vents, in the letter to you it is now condensationAgain, a sign of moisture in the home.She stated in her letter “How do you really know what my problem is?” Well we know because she specifically stated there was nothing cracked and nothing was leaking.She states in her letter that moisture in her home is not the problemDid she have the home tested? I’m guessing not.She states that she paid another company to come look at the problemFirst she did not provide any proof of this, nor provide a report from this “other company”, nor proof that she paid themCommon sense would dictate that if you are willing to pay “another company” to visit you home, why wouldn’t you take our offer to visit your home and if it wasn’t a warranty issue pay us and if it happened to be a warranty issue your problem would have been solvedI would like Ms*** to provide this information so I can speak with the representative that visited her homeWe have been in business for years and I’m sure I know whomever she had visit her home.Again, we have been in business since Last year our sales were million, you do not reach that level of success by not taking care of your customers and not knowing your businessWe again offer to Ms*** a visit to her home under the same stipulation, that if it is not a warranty issue, there will be a fee trip dueI would also like the information on whom she paid to visit her homeThank you,
Jeffrey U***

Revdex.com:
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.
In the letter that I was sent, it did mention the trip fee but also indicated that coming would be a waste of time & money. Shouldn't that be my choice? There is an apparent problem with the vent. I am not sure if another piece of glass can just be put in or if it fully needs to be replaced. 
Furthermore, my home was tested for moisture after getting the windows installed & before completing refinishing my basement. There were no moisture problems or I would not have finished my basement. 
In the estimate I was given before having the windows installed it states that your company would exceed my expectations & it was your goal & reputation. Well, I'm sorry but wouldn't it have just been easier to come & take a quick look instead of going through all of this especially provided the volume your company does. I have seen several reviews from other people online complaining about the unfriendliness & not receiving call backs. 
I also find it hard to believe that you charge $175 to come look at something when the cost to install all three windows was only $518. So what would the price of repair be? I'm better off calling to get a whole new window installed. You only charged me $190 total to put it in. 
 
Regards,
[redacted]