USA Board Up & Glass Company

Initial Business Response / [redacted] (1000, 11, 2014/12/03) */ Unfortunately, there were some delays in getting the window from the distributorThe unit was broken in production and had to be re-madeAlso, we did not realize the tech who took the measurements also took a screenWe would definitely like to make this right and return to Mr [redacted] 's home to complete the screen work he requested When we did speak to Mr [redacted] , we explained the problems we had, and tried to fix the issue immediatelyWe did have the issue of former employee not arriving or calling to let the customers know of any delays, but have since restaffed Our business and warehouse addresses are different, with our Willowbrook address being a P.OBox for mailing and the warehouse for deliveriesWe do offer our most sincere apologies for not being able to handle this in a better way, and especially for upsetting Mr [redacted] , as that was never our intentionWe did complete the glass work we were initially hired for, a little later than expected, of course, and hope for the opportunity to complete the screen work which makes the request for a full refund excessive

Business Response / [redacted] (1000, 26, 2014/05/27) */ A cracked piece of glass, nearly a year after the initial installation is not a warranty issueNo Glass company can prevent a window from breaking due to natural causes, such as sub-zero weather, wind damage, or vandalismThis window was installed with no cracks in the glass a year ago, which proves it was installed properly and without defect at the time of installationThis does not fall under the category of "factory defect." We did, in good faith, attempt to help this customer by only charging $installation and the exact cost of replacement glass, in order to aid our previous customerThis saved him over $Due to the extreme weather experienced in our area, our company has replaced over windows of this type due to cracks from sub-zero temperatures and ice

Complaint: [redacted] I am rejecting this response because: This company is very unprofessionalI did call a lot because Donna told me when the glass would be in and when I never received a call I would callDonna in fact hung up on meThis is no way to treat a customer and there is a reason they have bad reviews on [redacted] Sincerely, [redacted]

Dear Revdex.com, We told Mrs [redacted] not to wait in her car, we informed her that out tech would call one hour before arriving to her homeShe insisted on waiting in her car, in turn when I told her that our men would be arriving at her home in minutes she suddenly had a appointmentShe disrupted out office at least times, out men had a emergency job for the City of Chicago, I understand that she is important also , but So is The John Hancock building.I am sorry for her inconvience Nicholas

IF WE DO NOT HAVE PEOPLES GLASS WE CANT INSTALL IT O ONE HAS CALLE DOUT OFFICE TIMES FOR ANYTHINGWE DO NOT GIVE DEPOSTS BACK ON CUSTOM ORDERSHOWEVER WHEN WE GET THE GLASS WE WILL INSTALL IT [redacted]

I, the homeowner who was home, did not authorize this serviceIt was signed by my ex-son in law and gave my yr old grandson as the contactThis company wrote an "order form" that is unreadable and when called for a proper invoice, said they would mail it outIt was never received"Donna" said they do not give quotes over the phone for a window replacement, but will send me the new invoiceweeks later, no invoice was received

There was a mix up in here case, she can have her deposit back , no worries

Extremely poor customer service and unprofessional office staff; absolutely no follow through; never returned phone calls; scheduled glass appointment incorrectly (causing the cancellation of another critical appointment) and unwilling to complete the work at the agreed time or reschedule at a more convenient time; delays in receiving glass; total disregard for customer's time and satisfaction; unprofessional and absolutely no attempts to "make things right" or "keep their word;" I will never do business with this company under any circumstance or refer them to friends, family, neighbors, or business associates

I had a great experience with themThey came and got everything doneEveryone was friendly, and they had great manners while working inside of my house (took off shoes etc..)I even left the house a couple time because they seemed very trustworthyThey replaced windows for me

Complaint: ***
I am rejecting this response because: This
company is very unprofessionalI did call a lot because Donna told me when the glass would be in and when I never received a call I would callDonna in fact hung up on meThis is no way to treat a customer and there is a reason they have bad reviews on ***
Sincerely,
*** ***

Great experience, overallI liked the fact when they made a mistake on my installation, they promptly admitted it and fixed itThey were extremely helpful, and the invoice wasn't as expensive as I thought it would be
Highly Recommend

Dear Revdex.com,We told Mrs*** not to wait in her car, we informed her that out tech would call one hour before arriving to her homeShe insisted on waiting in her car, in turn when I told her that our men would be arriving at her home in minutes she suddenly had a appointmentShe disrupted out
office at least times, out men had a emergency job for the City of Chicago, I understand that she is important also , but So is The John Hancock building.I am sorry for her inconvience. Nicholas

Initial Business Response /* (1000, 11, 2014/12/03) */
Unfortunately, there were some delays in getting the window from the distributorThe unit was broken in production and had to be re-madeAlso, we did not realize the tech who took the measurements also took a screenWe would definitely like
to make this right and return to Mr***'s home to complete the screen work he requested
When we did speak to Mr***, we explained the problems we had, and tried to fix the issue immediatelyWe did have the issue of former employee not arriving or calling to let the customers know of any delays, but have since restaffed
Our business and warehouse addresses are different, with our Willowbrook address being a P.OBox for mailing and the warehouse for deliveriesWe do offer our most sincere apologies for not being able to handle this in a better way, and especially for upsetting Mr***, as that was never our intentionWe did complete the glass work we were initially hired for, a little later than expected, of course, and hope for the opportunity to complete the screen work which makes the request for a full refund excessive

My experience with this company started off a little rocky, but they quickly redeemed themselves and became fantastic every step of the wayTheir "not usual" board up guy was the one who came to do the board up-which was done well- however, he didn't clean up the glass outside I called to complain because my family spends a lot of time in the yard, but the girl I spoke with apologized profusely, offered me a discount and she had a different man come out to clean the glass up within minutes
While waiting for the glass to come in, I received a call from the office to let me know when I could expect it and they followed through on their promises
The installation, customer service and willingness to put their customers first puts this company over the top

IF WE DO NOT HAVE PEOPLES GLASS WE CANT INSTALL IT O ONE HAS CALLE DOUT OFFICE TIMES FOR ANYTHING.WE DO NOT GIVE DEPOSTS BACK ON CUSTOM ORDERSHOWEVER WHEN WE GET THE GLASS WE WILL INSTALL IT.*** ***

Overall they did a great jobTheir staff was friendly and courteousSandra at the front desk was a huge helpPeople who came over to install the window were well dressed (didn't look like bums)And the craftsmanship was A1!!!

Had a great experience with them, no complaintsThere was one issue they had, but they approached me about it and cleared it right up

Business Response /* (1000, 26, 2014/05/27) */
A cracked piece of glass, nearly a year after the initial installation is not a warranty issue. No Glass company can prevent a window from breaking due to natural causes, such as sub-zero weather, wind damage, or vandalism. This window was...

installed with no cracks in the glass a year ago, which proves it was installed properly and without defect at the time of installation. This does not fall under the category of "factory defect." We did, in good faith, attempt to help this customer by only charging $50 installation and the exact cost of replacement glass, in order to aid our previous customer. This saved him over $400. Due to the extreme weather experienced in our area, our company has replaced over 200 windows of this type due to cracks from sub-zero temperatures and ice.

Initial Business Response /* (1000, 11, 2014/12/03) */
Unfortunately, there were some delays in getting the window from the distributor. The unit was broken in production and had to be re-made. Also, we did not realize the tech who took the measurements also took a screen. We would...

definitely like to make this right and return to Mr. [redacted]'s home to complete the screen work he requested.
When we did speak to Mr. [redacted], we explained the problems we had, and tried to fix the issue immediately. We did have the issue of former employee not arriving or calling to let the customers know of any delays, but have since restaffed.
Our business and warehouse addresses are different, with our Willowbrook address being a P.O. Box for mailing and the warehouse for deliveries. We do offer our most sincere apologies for not being able to handle this in a better way, and especially for upsetting Mr. [redacted], as that was never our intention. We did complete the glass work we were initially hired for, a little later than expected, of course, and hope for the opportunity to complete the screen work which makes the request for a full refund excessive.

There was a mix up in here case, she can have her deposit back , no worries.