ComplaintsforThe Glass Man

• Initial Complaint

  03/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Back in December we broke our window pane on our back deck. We contacted The Glass Man, accepted their quote to replace the pane of glass. During installation of the glass pane the employee of the Glass Man cut our strings that control the up and down movement of the blinds, not the pull string. We have custom blinds that raise and lower from the top and bottom. The employee admitted and showed my husband that he did this. I contacted Cliff, the owner who assured me that he would replace them as soon as possible and make it right. Here we are 3 months later, Cliff and his worker came to install the new blind. While this is a very nice blind it is nothing like the former blind. I understood they may not be able to get the exact same pattern in the same color. However this blind is a completely different in both color and pattern. I attempted to speak with Cliff in regard to it not even closely matching. He became very defensive and stated that I could take it back myself and take care of it that they were done with all they were willing to do and I expressed that I shouldn't have to do that and he hung up on me. I then attempted multiple times to call back in which he did not answer. Until on my last attempt his coworker answered and was immediately loud and rude in tone letting me know they would not do anything else with the blind. She then threatened me with a lawyer for harassment when I was just attempting to get the receipt as well as have a professional conversation to remedy this. I have texted them to let them know that I would be reporting this situation to all media outlets as well as the Better Business Bureau as I believe this is my only recourse before having to resort to legal action

  Customer response

  03/09/2022

  I am still unable to get a receipt supplied to me. Please assist.
  Thanks,
  ****** ******** 

  Business response

  03/16/2022

  In regard to Mrs. ********'s complaint, all is accurate up to the point that we acknowledged damaging her blind.
  We inquired with the customer about place of purchase and followed up with that home improvement store (and the specialist there). The employee at the store assisted with ordering the unit/ blind as the one we brought in (as we have the damaged blind in our possession). We waited for the custom order, and as soon as we took possession of the new blind we made arrangements to install it. The customer (Mr. ********) accepted receipt of the blind and we finished hanging them and left with no further objection.
  The owner, Cliff, did take a call from the customer (after hours) and spoke of meeting together at the store (where new and old blind were purchased). The customer denied wanting to do this- so this is the point where the issue she is stating gets difficult to correct. If someone has an issue with old/new product aging out (discontinued/obsolete/fading etc), they have to meet in the middle to find acceptance but the customer only wants us to handle it. We handled this by taking HER blind to the store and matching it via a SPECIALIST at the store where HER blind was originally bought. She is critiquing a small difference in color of material used in the strands of the product. We cannot help that the fabricator has changed this from an old dated version. We matched (with the help from the store the manufacturer, style, etc). Per the store specialist, there is ONLY one option with this particular brand of blind. We asked the customer to meet to even pick out a different blind of her approval/liking but again she denied this.
  Her husband accepted the blind, during the replacement and that acceptance was satisfactory. When she declined meeting to rectify, we at that time told her we couldn't help further without her wanting to handle this in a professional manner- again she is unwilling to do this. When the owner disengaged with the customer after her refusal to meet at the same store she purchased originally (more than several years ago) and where we presented the blind to the specialist, we at no point can make her more whole than that.
  The customer repeatedly called after 5 o'clock (office closed) we did opt to not receive her calls. About the 5th time, I answered in regard to her repeat calls. I, at no time was rude. I spoke to her when she would allow me to get a word in edge wise and offered to meet her at the same home improvement store- and she then declined that too. I respectfully told her then this is the end of our conversation and to not call back (after hours) and hung up.
  The time frame for product is pushed out so far due to custom order (matching as close as possible an old unit) and Covid. We cannot help with her complaint on that time delay.
  In regard to the window pane, the customer still has not paid her debt for that install.
  We are at a loss of what the customer wants because we have done everything to correct the issue but she does not want to engage equally to remedy the issue she has reported. We have called her repeatedly (during business hours) and she has not taken our call(s).

  Customer response

  03/28/2022

  
  I am rejecting this response because:

  I believe this response was made before we had a chance to speak this morning. Much of this response is inaccurate, I was unaware until this morning their worker who took our check for payment had not given it to them. I was able to go back and view our home cameras to show that the check was given to the worker by my husband on November 23rd. I have let them know that as soon as I can review my bank statements to make sure it was not cashed by the worker who is no longer with them that I would be happy to pay it. I also was not there at installation, just my husband so I saw that it did not match when I got home from my office and this is when I called him. We have talked today and I was willing to accept 1 of 2 options, either go with him to find a blind in matching color or accept a second blind in the oatmeal color to put on the other breakfast nook window so all matches in that area. He felt the latter option would be easier so we have agreed on that as a resolution. I did as originally stated in my complaint try to let him know that I did not feel that I should have to go find a replacement blind since I was not who broke the blind. He did make an apology to me on the telephone today regarding getting upset, hanging up on me. Upon my repeated calls it was not him who answered the telephone I have now been made aware it was his ex-wife who yelled at me and threatened me with a lawyer for harassment. He did  attempt to call on the 15th, while I was in a meeting with my staff at 8:42am and I let him know I would call him back as soon as I had a chance. His next call was at 6:38pm while I was at dinner with family and friends, I was unable to answer.  I was able to call him this morning, we have now agreed on the resolution. I do still disagree with the level of non- professionalism that took place prior to our call today as well as the response that was made to the BBB. 
  Sincerely,
  ****** ********

  Business response

  04/05/2022

  ****** has asked us to remove our objection statement, and that after a trip to Florida she would provide proof of payment. She is yet to get us that payment. 

  As of yesterday, at 9:30am, we are still waiting on the measurements for the 2nd blind (we agreed to replace to fix color situation- which has always been out of our control). 

  So, at this point, we are unsure as to deletion or measurements to limit customer's wait time for customer's order for 2nd blind and proof of payment clearing at her bank.

  Customer response

  04/06/2022

  
  I am rejecting this response because: I have attempted to text the measurements to him since March 27th  multiple times since our trip return on the 27th and get no confirmation that they have been received. I called his company number and asked the receptionist she said that was between myself and the owner and could not confirm he had received the measurements.  I expressed I was unable to reach him any other way than calling the business number, I requested she let him know I called and ask him to call me back.  I then attempted to call him from my cell it went straight to voicemail with no option to leave a message. I immediately tried from my office telephone, he answered.  He stated he had not received any of my texts although they show delivered.  I sent him the measurements again and have attempted multiple times to confirm that he has received them to no avail.  I let him know the bank was researching the check that was given to his worker per our home camera system and should no something by today or tomorrow. I have today been able to confirm that it was not cashed by his worker. I let him no I was happy to pay anytime as soon as I knew it had not cleared. He voluntarily said he was fine to get payment from me when he came to install the other blind I sent him measurements for. I told him I could mail it or whatever he needed, he said I am a nice lady and that he is all about customer service and there were no bad feelings so mailing would not be necessary.  He continues to bring up payment but then says wait until he brings the blind. I just cannot confirm that he actually received my measurements but have absolutely no issue paying for the window as he asked when the blind is replaced.  Please help me confirm that he has the measurements and has ordered the blind and I ask that he recant about payment as he is fully aware and agreed with me that he understood the need to make sure his worker had not cashed my check.  Now that I know the has not been cashed as he suggested I will pay him when he comes to install the blind. 

  Sincerely,
  ****** ********

  Business response

  05/05/2022

  We are contacting the consumer and hope resolve this situation as soon as possible.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩