Defective Glass and Substandard Service
- Approximate cost of services:
- $3,000.00
- Company Response
Daniel, it is unfortunate you feel that way. After many months of correspondence, it is clear we cannot come to an amicable resolution.
After initial conversations at the beginning of your project, it was clear you had concerns regarding the glass and tempering process. We provided as much information as possible on the industry standards, which clearly states “image distortion is inherent to some degree in all heat-treated glass. Iridescence (strain pattern) is inherent in heat-treated glass; under certain lighting conditions or at certain angles, it is more pronounced”. Since this was of great concern to you, we even extended a direct line to our glass manufacturers for further specifications.
To date, we have provided you with all the requested reports regarding the make-up and production of your glass, all of which prove to be above industry standards. In good faith, because you were unhappy with the glass, you were offered a full refund upon return of product. However, since you rejected the offer multiple times and chose to keep the “defective glass” a refund is no longer viable.
We also offered to replace the door stop that was marked during installation, again still within industry standard guidelines according the aluminium manufacturers (shining floodlights directly on the doors to see imperfections does not fall within normal standards) however, once more that was not to your satisfaction. After many conversations and the time spent by all the suppliers involved on this project, resolving your issues appears to be futile.Addressing your misleading statement;
At the initial time of measure, samples were brought to site to get the closest match possible to your existing glass. The bronze reflective sample was chosen which is exactly what our manufacturers produced, along with reports having all the relevant information pertaining to your order. Furthermore, we were limited with suppliers we could source from since you had already had previous issues with other main glass suppliers.
When you raised concern with the “marks” on the glass and frame, we had technicians onsite within days. Pictures taken both from yourself and our techs were sent to the suppliers, they cross referenced their quality control reports and manufacturing logs for every step of the process, all results showed passes. You had multiple conversations with our sales reps regarding said industry standards.
When you asked to have the glass roller wave tested it was explained that the machines work horizontally, not vertically, so in order to do this the glass would have to be uninstalled, tested, then re-installed which would likely cause more marks to the door frame. This testing is not something that we can perform and therefore needs to be conducted by the manufacturers as they have the required instruments/testing devises. Because they deemed there was no reason to proceed with the tests, you were instead offered a refund upon return of the glass, which you then rejected.
From November 2018 to now we have been dealing with these increasing accusations, so when you threaten legal action, the conversation is finished on our end. We will not engage in any further back and forth online.
