Ultra Glass

Review: The glass next to our glass front door had a little crack in it when I called the company. It was about 4 inches long (October 7, 2013). [redacted] came into the building and gave me and estimate. We received a contract on October 11th and we paid a deposit of $362.50 on October 31, 2013. The crack had now grown to 12 inches. I told the company that I needed the crack to be fixed quickly before it got cold because we are a church with parishoners and have a daycare and I did not want the glass to crack further and injure one of the children, parents, staff, or parishoners. I spoke to [redacted], the office manager, who counted out the days for the repair and told me that the glass window would be replaced on Wednesday, November 13, 2013, so I paid the deposit. I informed her that I would be out of town and that my associates would be there when they came to do the work so they could pay the final payment for the repair. On Wednesday, November 13th, while on vacation, I called in to the office to remind them that the window was going to be replaced. My associates waited and waited for Ultra Glass to show up. They did not show up and nor did they call and say that they could not make the scheduled appointment. On Tuesday night there was a big freeze so the crack has now gone all the way up the glass to the top. When my associates called Ultra Glass on Thursday and spoke to [redacted], she lied and told them that she was waiting for me to call them with a delivery date and time and that they could not replace the glass window until Monday, November 18, 2013. I was furious and called Ultra Glass because that was not what I was told. Before I paid the deposit, [redacted] actually counted out the number of days until the repair and told me that it would be done on Wednesday, November 13th. When I called Ultra Glass and spoke to [redacted] on Thursday, she told me that she told my associates that she would need to reschedule our appointment for Monday, November 18th between 10am and 12 noon. She never mentioned rescheduling the appointment to my associates. Now today is Monday, November 18th and the time is 3:40 pm. I have not heard from the company, I have made numerous calls (no one is answering the telephones), I have left messages for [redacted], the owner. My damaged glass still has not been replaced and I am trying to find another company that can fix the problem that Ultra Glass has failed to fix. The safety of the children, parents, staff and parishoners is extremely important to me and I have to get this taken care of NOW!!!! Plus I want my deposit of $362.50 back.Desired Settlement: Give me my deposit of $362.50 back in cash.

Consumer

Response:

12/6/13

Consumers wife called and stated complaint resolved

Review: After arranging for Ultra Glass LLC to visit my business on August 18th at 9am, (all of which was confirmed by email on August 12th), a day spa which I closed for 4 hours to accommodate the repairs, by 11am Ultra Glass had not arrived, I checked with their office only to be told that they were held up and would not be there till the afternoon. As the repairs that need to take place are located within the male and female locker rooms, it would be impossible to have workmen coming in and out while ladies and gentleman are in a state of undress. I explained this, yet again, I had initially explained this to Sarah of Ultra Glass, and it should be noted that this firm had visited the site to prepare an estimate, so clearly understood the scope of repairs and how these repairs would affect my business during normal hours. Sarah from Ultra Glass agreed and confirmed via email that they Ultra Glass crew would perform the repairs at 8am on August 19th. The Ultra Glass team finally arrived at 9;30am, some 90 minutes after the confirmed time. Had I have allowed them to begin the repairs I would have been forced to cancel clients that are scheduled to arrive at 11am. Note that I have again delayed the opening of the business today till 11am to accommodate the repairs from Ultra Glass. At this stage I have lost potential revenue for two consecutive days due to late openings, and five of my employees have lost commissions due to late openings. I advised the part owner, who did not offer his name, but was of Latin appearance that we would not be proceeding with the repairs from his firm due to the gross inconvenience and severe lack of any customer service, (no call was ever received from this firm at any stage to advise that they would be late and not able to meet their commitment), and that I expected my deposit to be refunded as soon as possible, the response from the part owner was that I would receive the deposit back within 30 days. Nowhere on the agreement that I signed and have in my possession does it state that refunds will be delayed for such long length of time. One assumes and expects that the payment of a deposit confirms an agreement by both parties to a heard to the arrangement, in this instance to arrive on an agreed date at an agreed time and perform the agreed repairs, Ultra Glass has failed on not one, but two occasions to live up to its commitments, and yet they believe it is acceptable to hold onto a deposit of $700.00 for work that was never carried out as a result of their poor organization, communication and extremely poor time management for 30 days which in effect will delay this business from engaging and having the repairs performed by a reputable firm until the deposit has been returned. While these repairs remain unattended to, the brand of my business is being hurt, again a direct result from Ultra Glass to deliver on their commitment.Desired Settlement: $700.00 Deposit Refunded in a timely fashion. (which is not 30 days)