U-ERRE

It's disturbing to see that while a customer refuses to respond to our numerous calls to schedule the installation, they can find time to ask the Revdex.com for help in resolving an issue that would not exist should the customer have allowed us to complete as mutually scheduled, or return our calls to schedule the completion We have made numerous calls to this customer with no answers, or return of our calls Should this customer have allowed access to the property on the day that was mutually scheduled with the her rather than deny access or return calls this project would have been completed by now The customer will find points on the contract she signed outlining two very important point: One concerning the customer's request for work performed outside of the scope of the contract, and secondly one that discusses guaranteeing access to the property for the purpose of installing the work The only communication we have received from this customer was a telephone call left the evening in which the windows were installed thanking us for the wonderful work and attention to her project, confirming the follappointment to complete, and an email the Monday after the mutually scheduled Saturday installation stating how she called the technician to let him know that the scheduled appointment was no longer acceptable to her and that she had to find other means to complete the installationI believe the customer expected that avoiding completion would absolve her of any other contractual obligation she had It was not until she received a statement from our billing department that she was provoked to call usRather than calling someone to schedule the service, she elected to call to dispute the invoice which is handled by a different department all together, and to this point has not returned any of our numerous calls to schedule the completion, or collect the balance of the contract Denying us access to the property to finish the work does not excuse her from paying the balance of the contract she singed The solution to this problem is simpleCall our office, and schedule the completion Understand though that all evidence points to this customer attempting to avoid payment of the balance and should the customer fail to make payment at the time the work is finally completed, or within the next business days (from 9/16/2015) whichever comes first; we will use other legal means to collect this debt

First of all; thank you for the feedback Unfortunately; this breakage is not covered under our warranty Our windows, and the glass block used to manufacture them are not susceptible to hot/cold temperature changes Of the more than 80,jobs (200,000+ windows) we've installed in the Tri-State spanning our more than years; I know of zero failures due to temperature fluctuations.It is true that our windows are more tolerant to outside forces like foundation movement, but that is not a statement of warranty, however Our windows are non-load bearing glass and once the sealants are compressed, breakage can occur "More tolerant" is a comparison between our process of assembly and a traditional mortar assembled window that provides zero cushion or flexibility.Those points aside; I've attached a photo showing the lower corner of the window with the broken blockYou had explained to our technician that the builder repaired the crack and it still leaksThis tells me that the crack was not permanently repaired Your foundation could be moving with each season change or in extreme cases every wet/dry cycle throughout the yearThe breakage is a result of the failure of the foundation The movement applied more pressure than the window could absorb and blocks were broken as a resultThere are no defects in the glass blocks or the installation that would cause this breakage and therefore this is not a valid warranty claim If you elect to have this window replaced, we are happy to provide a quote to have this done Unless the foundation issue is permanently corrected; you should expect similar results from the replacement glass block window and future breakage at this window will still not be covered by our warranty

I spoke to Mr [redacted] soon as I became free and resolved the issue The installation is scheduled to be completed tomorrow for which he seemed quite happy with I don't understand why hours later he's not satisfied and made no mention of the conversation he and I had in his complaint?

Greg indicated service was completedActually, the appointment was set before the complaint was filed

I had two (2) block windows installed in my basement and they were both put into walls that had expansion joint cracks that had been repaired by the builder. One window cracked along the center row of blocks and the other did not. So, the wall settled on just one side of the house and the force was directed up enough to crush the middle row of blocks? I have had glass block windows before and I know their strength and I know physics. I think that Dick *** should have informed me when he wrote the contract, of the chance of the glass blocks breaking because he saw the wall repairs. Also, the installer (Derek) saw the repairs to the wall and should have mentioned the blocks could fail. I do not believe this is the only case of cracking and Chuck *** said he had not seen this before.I think Cincinnati Glass Block Cois hiding behind the 'limited warranty' and will not admit their product could fail. I feel like I am before the Great Oz and they say NO, so sad, too bad

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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** *** I will never accept the response from Cincinnati Glass Block, because it was not a proper response. As I have said, their point of view is the window can not be faulty and I'm SOL. They have not offered any resolve to the failed window, except for me to buy a new window from them, and they stated it would also fail. I would let them replace the window for no charge, if I bought a new one at the cost of the glass blocks, that that is the only way to resolve this problem. I have never done business with a company which will not offer a solution and felt they are at fault.I do not believe that among the 200,windows they have installed over the years, not one was faulty, for any reason. A builder I know said, he did now understand how the blocks would fail like mine did, and Cincinnati Glass Block is a company which he deals with.Let me know when CGB can admit the window failed and they will replace it

It's disturbing to see that while a customer refuses to respond to our numerous calls to schedule the installation, they can find time to ask the Revdex.com for help in resolving an issue that would not exist should the customer have allowed us to complete as mutually scheduled, or return our calls to...

schedule the completion.
We have made numerous calls to this customer with no answers, or return of our calls.
Should this customer have allowed access to the property on the day that was mutually scheduled with the her rather than deny access or return calls this project would have been completed by now.
The customer will find points on the contract she signed outlining two very important point: One concerning the customer's request for work performed outside of the scope of the contract, and secondly one that discusses guaranteeing access to the property for the purpose of installing the work.
The only communication we have received from this customer was a telephone call left the evening in which the windows were installed thanking us for the wonderful work and attention to her project, confirming the follow-up appointment to complete, and an email the Monday after the mutually scheduled Saturday installation stating how she called the technician to let him know that the scheduled appointment was no longer acceptable to her and that she had to find other means to complete the installation. I believe the customer expected that avoiding completion would absolve her of any other contractual obligation she had.
It was not until she received a statement from our billing department that she was provoked to call us. Rather than calling someone to schedule the service, she elected to call to dispute the invoice which is handled by a different department all together, and to this point has not returned any of our numerous calls to schedule the completion, or collect the balance of the contract.
Denying us access to the property to finish the work does not excuse her from paying the balance of the contract she singed.
The solution to this problem is simple. Call our office, and schedule the completion.
Understand though that all evidence points to this customer attempting to avoid payment of the balance and should the customer fail to make payment at the time the work is finally completed, or within the next 10 business days (from 9/16/2015) whichever comes first; we will use other legal means to collect this debt.

First of all; thank you for the feedback.  Unfortunately; this breakage is not covered under our warranty.  Our windows, and the glass block used to manufacture them are not susceptible to hot/cold temperature changes.  Of the more than 80,000 jobs (200,000+ windows) we've installed...

in the Tri-State spanning our more than 30 years; I know of zero failures due to temperature fluctuations.It is true that our windows are more tolerant to outside forces like foundation movement, but that is not a statement of warranty, however.  Our windows are non-load bearing glass and once the sealants are compressed, breakage can occur.  "More tolerant" is a comparison between our process of assembly and a traditional mortar assembled window that provides zero cushion or flexibility.Those points aside; I've attached a photo showing the lower corner of the window with the broken block. You had explained to our technician that the builder repaired the crack and it still leaks. This tells me that the crack was not permanently repaired.  Your foundation could be moving with each season change or in extreme cases every wet/dry cycle throughout the year. The breakage is a result of the failure of the foundation.  The movement applied more pressure than the window could absorb and blocks were broken as a result. There are no defects in the glass blocks or the installation that would cause this breakage and therefore this is not a valid warranty claim.  If you elect to have this window replaced, we are happy to provide a quote to have this done.  Unless the foundation issue is permanently corrected; you should expect similar results from the replacement glass block window and future breakage at this window will still not be covered by our warranty.

Cincinnati Glass Block's representative has over 30 years experience in the field, but is not a building inspector or foundation expert. The customer indicated where the foundation had been repaired. The customer's options were to install glass block windows or not, it is up to them. The customer has since told the business that his home builder is repairing the foundation. The customer can request the home builder replace the damaged glass block due to a faulty foundation.

I spoke to Mr. [redacted] soon as I became free and resolved the issue.  The installation is scheduled to be completed tomorrow for which he seemed quite happy with.  I don't understand why hours later he's not satisfied and made no mention of the conversation he and I had in his complaint?

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:I wrote this complaint before he called and spoke with me. He was very polite, unlike his employee, and resolved the problem. He did agree to come and have the windows fixed tomorrow!   
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]