Complaints

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ordered & paid $2008.68, 50% down for shower *************************** 5/28/24. The 5/28 quote total $4017.38, included $304.85 "Diamonfusion (**) glass coating on interior surfaces". 6/21/24, Aspen Glass (AG) came to install the shower ***************************. Day of install, I asked installers how to properly care for the glass with the ** coating, they asked me if the glass was supposed to be coated, I told them yes and then asked if there was a way to tell if the glass had indeed been factory coated, they did not know. During the install, it was discovered the correct door handle was not received & towel rack was sent by mistake from manufacturer. After the installers left, I called *******, asking about the door handle & how to tell if the glass was factory coated as ordered. ******* advised to use a dry erase marker on the glass & if properly coated the marker would separate. We tried this test, nothing happened. I called ******* again asking if there was another way to tell if the glass was coated, he said no. I shared the glass did not bead up or easy to clean & we did not believe the glass was factory coated. ******* said he would have installers test the glass when they came back out to install the proper handle. 7/7/24, installers came with proper handle, I asked how they intended to test the glass for the coating, they did not know. I called AG, spoke to Bri, with concern that the glass was not coated as ordered. I was transferred to **** who offered to order ** kit & come & install. 8/6/24, installers came to apply coating. The interior glass was not properly cleaned nor was top part of glass treated. Bri called 8/7/24 to follow up & collect $2008.68, advised the glass was not properly cleaned & not all interior surface treated. AG did deduct $304.85 +TX for coating but did not complete job as ordered.

  Business response

  08/27/2024

  Thank you for your patience, I was out of town for a bit. We reviewed your recent complaint (ID #*********. I would like to address concerns and clarify the situation regarding the Diamon Fusion application.
  
  First and foremost, we understand that clarity and transparency are crucial, and we appreciate the opportunity to explain.
  
  Company Information and Process: It appears there was a misunderstanding regarding our business identity. The location you referred to, Aspen Glass Inc. at **********************************************, was sold in the fall of 2020. The company is now known as Denver Glass ************* (formerly DGI Acquisition, LLC DBA Aspen Glass).
  
  Diamon Fusion Application: When Diamon Fusion is applied at our fabrication facility in ******, it is done within an enclosed cabinet to ensure all surfaces are effectively coated. For field applications, the glass surface is cleaned and the product is applied as per the manufacturers instructions.
  
  Verification of Coating: I understand the difficulty in verifying the coatings presence. While we do use the marker test as a method to demonstrate the coating, we recognize that this may not always be practical. Weve confirmed with our fabrication department that the glass was properly coated in the cabinet. Additionally, we have re-applied the product on-site to meet the application standards.
  
  Resolution and Mistake: We have issued a full refund for the Diamon Fusion product as a gesture of goodwill, as we believe in ensuring customer satisfaction. However, we acknowledge a lapse in our usual practice: we did not provide written care instructions with the installation due to a temporary staffing issue. This oversight was an error on our part, and we sincerely apologize for it.
  
  We appreciate that you reviewed the Diamon Fusion website for additional information. We will make sure to address this shortfall by improving our procedures to prevent similar issues in the future.
  
  Thank you for giving us the opportunity to resolve it. If you have any further questions or need additional information, please dont hesitate to contact me directly at ************
  
  Best regards,
  
  *************************
  
  V.P. Aspen Glass
  

  Customer response

  08/29/2024

   
  Complaint: 22117690
  
  I am rejecting this response because: ******************** is not accurate.  

  While I appreciate the fact that Aspen Glass now states they are certain our shower glass was treated, this was never the case we received in any interaction from the company.  In fact, at least 5 different Aspen Glass employees stated the issues they have had for years with their distributors, including glass not being coated as ordered.  Specifically, ******************** shared with me that during COVID, they lost lots of money because their distributor wasn't coating the glass and they had to do it onsite.  After seeing the clear difference after some of our shower glass was treated onsite, it clearly was not done at the factory as ordered.  I do appreciate Aspen Glass sending someone out to treat our glass onsite, however very little/no care was taken to clean the glass prior to application, nor was all of the interior surface done.  There is a clear difference where the glass was treated and where it was not, all of the upper part of the interior glass was not treated.  Yes, Aspen Glass did credit off the price for the DiamonFusion coating, however that service as ordered remained on our final invoice and therefore should be honored.  

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

  Business response

  09/04/2024

  This is just another example of every conversation with ***********************. The only time *********************** ever spoke with me was when I called to schedule the work. All of her communication was with my estimator ***************************.  I listened to his side of the conversation and do not recall ever hearing him tell her that glass was not being coated during COVID.

  *********************** felt she would be sly and **** the glass with her finger or something to see if we actually cleaned the glass. What she may not know is that, once that happens, the glass is marred and the oils from skin or a ****er will stain the glass and reject any coating applied. That **** will not come off completely during the cleaning process and is still there, even if you cant see it with your eye.

  We feel we have gone above and beyond and even asked what else we could do to please her and was told I dont know

   

• Initial Complaint

  09/07/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 6-22-22 I entered into a contract with Aspen Glass, **** for a semi-frameless shower enclosure for $1948.00. There have been multiple issues in getting it installed. I have contacted their office multiple times but can not get information on what they plan to do to resolve the issues. I have uploaded a word document that goes into more detail on the problems. I tried to paste it here but there is not enough space.

  Business response

  09/14/2022

   Please review the attached details provided by my estimator who was Mr. ********** sales rep.******* was out of town on vacation last week and I had a personal emergence that required almost all of my time. ********************** would not accept any answer my office gave him about any timeframe. ********************** is not happy with the finished product. We strive to meet or exceed all of our clients expectations but I fear we will never be able to do that for this particular client. Per the attached product installation instructions, some of the material must be FIELD fabricated and ********************** will not allow that. The shower opening must be true and square to ensure a proper fit and the opening is not true and square.The enclosure itself allows for some field adjustments, but as previously stated, that was not allowed by ***********************  Mr ********** comments about what he was told when ***** was out to have a look isnt entirely accurate. He was told about the shower pan being out of level and that is what creates the gap on the top that is complaining about.He was told that IF the EC10 was not applied by the manufacturer, it could be field applied by the manufacturer. A new door is not required for this product to be applied. The door rattles when opened because it is held shut with a magnet which is an industry standard design. If this magnet was not this strong it would not hold the door shut if it were bumped during use.I am comfortable that my team at Aspen Glass has gone above and beyond to try to satisfy all of Mr. ********** requirements / demands.  The enclosure is installed per instructions.The enclosure looks as it should with being installed on a shower pan that is not level.  My suggestion is for ********************* to file a warranty claim with the manufacturer of the product to have their representative apply the coating. If he wishes the enclosure to look like the one on the brochure, we would need for him to provide a true and square opening.

  Customer response

  09/14/2022

   
  Complaint: 17926264
  
  I am rejecting this response because:

  Regarding the responders statement of:

  "Per the attached product installation instructions, some of the material must be FIELD fabricated and ********************** will not allow that."

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

  I don't know where that comes from, it is not true.  I have no qualms with allowing Aspen Glass to cut the rails to size.  I was hesitant about doing that onsite when ****** was first here.  The top horizontal rail was way too big.  ****** actually offered to take it in the shop and cut it to size and I said I'd feel better more comfortable if he did so.  I was subsequently Lambasted by ******* for that as well as for even being onsite while they were working.  Extremely unprofessional, by the way.

  One big problem is the vertical rails are not all the same length, as I mentioned in my complaint. I measured them again, just now.  That doesn't allow the horizonal piece to sit down on the tops of all rails properly.  ***** saw that and what he said he would do was remove the assembly, take it back to the shop and cut the rails to the proper size.  I was/am good with that.   

  I was not told by anyone that the EC10 coating could be done in the field.  That is just not true. Why was it not applied in the factory in the first place, though?

  The door does not rattle because of the magnet strip on the opposite side of where it rattles.  It rattles because the hinge is loose on the bottom side if the hinge rail.  That is obvious.  If you apply a little pressure to that area, the rattle goes away.

  No sweep installed on the bottom of the door.

  If there was some reason you couldn't do a good job on the installation, ******* should have brought that up when he came to sell me the enclosure in the beginning.  I would have declined the proposal.

  I am open to mediation if all parties come to the table with open minds.

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

  Customer response

  09/16/2022

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  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. ↩