All Glass

Response from the owner

We have attempted to find a fair solution for the client, but unfortunately, the framing is significantly damaged due to the fire, which she failed to mention. The client contacted us for a single window replacement. However, upon arrival, we were unable to enter the premises due to fire damage. We were instructed to measure from the outside and replace only the upper portion that was broken due to the intense heat from the fire. When we returned to install the replacement, we were granted access inside and discovered the true extent of the damage. The fire not only destroyed the glass and upper frame we were hired to replace but also caused damage to the framing and glass of the bottom frame. When glass is subjected to extreme heat, small heat/stress cracks can form around the edges. I personally informed the client that we should plan to replace the bottom portion as well, as it had experienced similar heat and damage as the top, albeit with a less visible crack. When we removed the top frame, it revealed the hidden damage on the bottom. Regarding payment, she did pay half of the bill in cash on site and agreed to pay the remaining balance when we returned to replace the bottom window. However, we are currently facing a disagreement regarding the client's request for the bottom window and entire frame to be replaced free of charge. I offered to handle the cost of the glass, which I believe is quite helpful considering we were not responsible for the initial damage. My willingness to do this was also influenced by the fact that she expressed interest in having other windows in her house replaced, and I hoped to maintain a good working relationship going forward. However, replacing an entire frame for free that was damaged by fire is not feasible. At this point, we have completed the entire upper portion as initially agreed upon, but only half of the payment has been made. Considering the circumstances caused by the fire, I believe it is in the best interest of my business and for the sake of peace to offer the client a 50% discount on the remaining work. We do not wish to continue doing business with them. I wish her luck in finding a company that will work with her fairly.

Response from the owner

I've left this review without a response to give the client time to correct the lies presented, but despite admitting her fault she has chosen to leave the review up and only to remove the review if we let her keep the piece for free (about a $400 value). The client originally reached out to us to create a custom triangular-shaped piece for a staircase. Upon sending the first quote, she asked if there was any way to make it cheaper because the original price was over her budget. I sent her a follow-up quote and stated it would be for no polish on edges/flat polish, which she said wasn't a problem since the glass sat about 2" into a frame and the edges would not be seen at all. I also told her she could pick the piece up versus having it delivered to save cost. The client agreed to these terms, and I even reiterated that the edges would be rough and unpolished, but she didn't mind since the edges would not be seen. Once the piece was completed, she did not come to pick it up; at first, she had issues finding someone who would transport it, which I warned her, in the beginning, might be an issue. As the days went by, I asked her to please get the piece because it was blocking other clients' jobs and cumbersome to continue to move around; she said she had someone coming that day but then said that they could not come due to the rain. At this point, I offered to deliver the piece at our cost hourly/gas-wise; we made zero profit on delivering it. I felt it was in everyone's best interest to get it done. She did not want to pay for the delivery, but ultimately after some more time, she realized it was more than fair and asked us to deliver it. My one request was that we be able to leave the piece in the garage or somewhere safe and easy since we weren't profiting on delivery and it wasn't part of the original job scope. She agreed but, upon arrival, told us there was nowhere to put it and that we HAD to bring it inside, practically setting it into the opening for her. We truly didn't mind, it took us an extra 10 minutes, but I did feel we were being taken advantage of. When she asked about the "defect" seen in the photo, I explained to her that it happened when large pieces are cut and not polished, which she didn't want to pay for. She was completely fine with that and thanked us for delivering it and being patient. The next day she sent some very rude messages about it and said she wants her money back or the piece re-made. I told her that it was her call not to polish, but I'd be happy to remake the piece and deliver for free, but she had to pay the polishing cost if that's what she wanted. Instead, she wants to keep the piece for free. Never agreed to return the piece if refunded etc., I feel the review was just her way of exploiting us to get something for free, but at the end of the day, I feel my clients will read through this and understand we do not operate this way at all.