Complaints

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/16/2024 I took to two glass mirror sliding doors belonging to my bathroom vanity, approximately 18"x7." I paid $150.00 for the glass to be replaced. On 8/29/2024. I picked them up and when I put them the vanity one was very hard to slide and it got stuck. I tried to get it out, but I could not get it out. I called and the girl who answered named ******* passed messages back and forth to the person in charge who did not have the courtesy to speak to me directly. ******** said it may need to simply need to be filed down. I asked if they could come and do that. She said yes, at first ******* said it could cost $300.00 for someone to come out and later she said it would cost me $150.00. I said I could not pay that. They said they did exactly to the sample mirrors I had taken in. The sample mirrors fit perfectly. The one mirror they did, got stuck. They ask me to have my children take the mirror out. First of all I am a senior and don't have children. Second, a child could get hurt if the mirror breaks. I am a diabetic and I am afraid if I force the mirror out and it breaks I can hurt myself. They said they did extra work free by putting the whole in for the k*** that slides the glass. I did not know they were going to charge more for that as the sample doors had a k*** and I took it for granted that was part of the $150.00. Their office is 4 miles from my home. All I'm requesting is that they come to my home at no fee and repair it at no additional fee.

  Business response

  09/03/2024

  We are sorry that this wasn't completed how you wanted. As you are aware, you hired us to replicate a pattern that you delivered to our office, you were charged for product and labor for shop work.  We did not assess the item for which product was to be installed or offer any guarantees on the effectiveness/operation of product after final installation.  However, I understand from this communication that upon taking the piece home it would not install/operate in the frame as expected.  

  We have offered the two options we can to try to make this right for you:

  #1: You are welcome to bring the cut pieces back to the shop. We did not THROW AWAY your original pieces so we can certainly compare what you received vs. what you provided, in the event there was a mistake on our end during fabrication we will fix it.

  #2: We can modify your work order to include assessment and installation on site, there is an additional cost of $185 to do this and we would need payment up front; Our team will come out and modify the mirror piece as needed and install into the cabinet as needed and insure it operates accurately;

  We are happy to assist you in whatever manner you choose.

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The business and I are in disagreement. I hired them to install a glass panel to replace a shower door. I made it clear I wanted just a panel, no door, and confirmed that mutliple times via in person conversation, text, and phone call. They did not provide me with any drawings and seemed to understand what I was asking for. The quote outlined a glass shower panel, so I had no reason to suspect any issues. They installed a shower door, and left the installation without speaking to me, so I discovered the issue after they left. I have been trying to work with the company first to get a replacement, but they expected to me to cover their mistake financially, which is absurd. So I asked for a removal and refund, and they still want me to pay in full for the incorrect door they will be removing and the extra labor. They also damaged my tile floor at install and refuse to cover that. I am flabbergasted at this business and mistreatment as a customer. I just want a refund for the door, totaling $717, and for them to remove it at their own cost. I will cover the cost of repairing the tiles they destroyed during install and hire a different company to complete the project correctly. And then I want zero contact between myself and Glass Guru for the rest of eternity.

  Business response

  09/11/2023

  The original estimate sent to the customer was for a: Custom 3/8"frameless swing shower with inline panel. The customer proceed with the estimate & the job was set for an onsite measure. ************** met with the customer, took measurements & updated the work order to indicate the customer's hardware choice.  The updated work order was sent to the customer with a description of the product and the following additional information was added in the notes section to aid our install technicians:  "Install the custom 3/8" frameless swing shower in the upstairs master bathroom shower opening per specs. Tile application using SATIN BRASS/CLEAR, with the stationary panel on the right affixed into place using standard u-channel on bottom & wall mount glass clamps on the wall, & the door will hinge off the left wall using two wall mount hinges. On 7/25/23 we received an email from the customer acknowledging receipt of the new work order. The customer made no mention of a single "splash panel" or single panel,nor did she express any concerns with the language in the work order, ask additional questions or request clarification of any kind.  Our team successfully completed the installation of the shower and the customer herself stated that the enclosure is a beautiful door & I am sure another customer that actually wants a shower door would be very happy with it.  While we are disappointed that this customer is not happy with her product, the customer approved, paid for & received exactly what she was quoted in all written communication from The Glass Guru since the beginning of the project. We continue to have a desire to provide this customer with what she wants. We sent the customer an additional estimate to reach a compromise. The new estimate would give the customer the splash panel she wants,at our cost, with a minimal labor charge & provides for a shared cost (50/50) of the tile repair that in only necessary upon the removal of the current enclosure.

  Customer response

  09/13/2023

   
  Complaint: 20576621
  
  I am rejecting this response because of the miscommunication and mistakes made by Glass Guru throughout the process, as outlined on the attached document.
  
  The quote I received does not make this situation right in any capacity. I am requesting a full refund on the door I never requested or ordered and that was installed into my home at Glass Guru's mistake. I am also requesting to be compensated for the floor tile that was damaged in the install (a mistake regardless of the door issue) as well as the tiles that were drilled into and I will need to replace. I do not want to utilize Glass Guru or their associates for the tile work, as my trust in the company is non existent and prefer to source my own repair. I am not interested in Glass Guru doing anymore work on my home, beyond removing the door they installed that I never requested or approved, given the assumptions made based on conversations and lack of information from them (no drawings or details, only the product name which would not be enough as a customer to identify a probem).
   
  Sincerely,
  
  *********************************

  Business response

  09/14/2023

  The Glass Guru is willing to send our tile professional to the consumer's home to assess the ***** tile damage and in the event the damage is a result of the Glass Guru technicians, we will cover the cost to repair the single floor tile.  The additional shower tile damage is not actually "damaged", they were drilled through to accommodate the shower enclosure that the customer ordered. In the event customer removes the enclosure the ********************** Guru installed, customer may want to replace those tiles.  

  As for the dispute involving the product that the consumer received:

  The products and services that the Glass Guru provided to the consumer were clearly stated (in writing) on all documentation provided to customer, we are not bound by any agreements, including verbal, that are not memorialized in writing.  Further, our employee has no recollection of any conversations with this consumer regarding a shower with "no door". The Glass Guru completed the work in accordance with product that was approved by customer and according to industry standards.  The Glass Guru is not liable for the consumer's "buyers remorse", failure to fully review or understand the information provided to her by Glass Guru, and/or failure to confirm details or ask clarifying questions.

  The Glass Guru has extended a reasonable compromise to give the consumer the shower enclosure she wants, repair the tiles at a shared cost and this is the best offer we can extend.   The Glass Guru is committed to providing great experiences and beautiful products to our customers, but we also understand that sometimes an agreement is unattainable.

  Customer response

  09/14/2023

   
  Complaint: 20576621
  
  I am rejecting this response because:
  
  Please see attached document.
  
  Sincerely,
  
  *********************************

  Customer response

  09/19/2023

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********. I really appreciate the support of BBB to try to find a solution between myself and the Glass Guru. At this point, I don't feel there is a solution we can come to that will satisfy either party, even with mediation. Glass Guru has completely ignored my complaint and all evidence to support it, has insinuated that I am a liar and that this is a simple buyer's remorse situation which couldn't be further from the truth, and has only offered solutions that require me to spend more money with their business, even to fix the damages they caused. I am tired of being disrespected and my integrity called into question, and I am not interested in giving this business a single cent more - it's truly insult to injury. I am disappointed that they treat their customers this way and would not engage in actual conversation about the timeline of events, and instead refused to acknowledge any of the verbal communication that supports my position and calls into question their own. I don't know how to engage with a business that refuses to acknowledge reality and instead just changes the subject every time a point is made that doesn't support their position. At this point, I would rather work with other businesses to fix the issue and never be contacted by the Glass Guru again - which is very unfortunate, as it means I was swindled out of two thousand dollars and now have to go spend more to fix the issue and get the product I originally asked for, which as a customer is worst case scenario and a huge financial loss. At the very least, I hope my complaint can remain public so other customers are aware of the risk of engaging in business with Glass Guru.

  Regards,

  *********************************

*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. ↩