Complaints

• Initial Complaint

  11/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  08/19/2024 for down payment. 1st install date was 08/28/2024. The last time I heard from owner of Glass Maxx was September 27, 2024 via text message. I had to contact him to ascertain when he was coming out to do repairs---that was on October 28, 2024.I paid the business $1,625.00; day after the problems started.Install a glass sliding shower door in my master bathroom. The installed glass sliding door has been removed after unbearable squeaking and screeching. The material sounded like the glass was going to shatter as I pulled it. Among the 5/8 amount of silicone between the tile wall and stationery glass. The sliding glass door is uneven from top to bottom as it closes to the wall. The lead installer blamed it on glass that isnt allowed to cure and cool correctly.Resolve the problem: The Glass Maxx owner came out to inspect the installation after the 1st install. The owner witnessed the screeching door; the excessive silicone, (missed the smeared silicone outside of the stationery glass). He correctly pointed out that the step-over sill/barrier, was not installed correctly. But, the owner has tried to blame the other problems on the sill that had to be replaced. The sill was corrected; and Glass Maxx came back to re-install all equipment. However, that was September 27, 2024 and that is the same date that I made additional complaints to ************************* an October 28th and October 30th conversation over the telephone I told them that I was Not Satisfied with the "workmanship", or the "product" he had provided after two tries!He then replied that "He had a funny feeling when he was considering taking on this project!" He went on to say he knew he was not going to be able to satisfy me; additionally, just more constant insults! So why didn't you mention that beforehand? He said, "I was being a "dick" about it" and cursed me! Then, I texted I'd see him on the 1st of November 2024. Changing his statement about accompanying his own workers when they came out.

  Business response

  11/05/2024

  The customer has unreasonable expectations of the shower door. The original complaint was water leaking, squealing when moving and large silicone gap.  At that time, it was determined that the curb cap (Step into the shower was installed incorrectly by his contractor causing the water leak.  We removed and reinstalled the shower glass so his contractor could repair the error at no charge as a courtesy (2nd visit to his home).  When we reinstalled the glass a new sliding bar was installed, squeaking was remedied, and the glass fit correctly.  **** continued to complain about leaking when he was told at the time of sale that the sliding door are not perfectly dry. That type of door system does not touch the ground so it can slide allowing spraying water to drip under in some cases.   **** was consulted that If he wanted a dry door, he would have to choose another option like a swing door.  **** refused to consider that option.  **** insisted that he purchase a sliding door against our recommendation.  **** continued to demand a solution to a problem we told him existed with that door system. When discussing anything, **** continually talks over you never allowing you to speak.  **** told me that I will go to his house and bring him a refund in cash money only.  He paid with a credit card and would not accept anything, but "Cash".  As usual, **** will tell you how you are going to do everything, **** is never available for an appointment making it difficult to provide service for him.  When the conservation was ended with him he was still talking...  As per our last written conversation, we will honor our warranty, not provide a refund.

   

  Customer response

  11/06/2024

   
  Complaint: 22514630
  
  I am rejecting this response because: the business owner just made up portions of his reply to fit a narrative that he is trying to craft. He never said that I shouldn't do a sliding door, and instead do a swinging door. The day he came to my home and didn't introduce himself as he walked / followed other workers through the screened porch area---he didn't even introduce himself. When he came to my home after my concerns abot the leakage, the 5/8" of silicone between the wall and the stationery glass (with my witness present) he said that was too much silicone; and because of the squeaking which he didn't offer to fix anything without removal of the entire thing.He did show me that the step over sill was leaning out which added to water spilling over to the outside floor. I never demanded a sliding door, contrary to any recommendation of his. Because he never disagreed with my request---he only provided two diagrams. One with a swing door, and the other with a sliding door. This business owner was referred to me by the general contractor, ****** Nernardo Pro, who this business owner referred to on the first text message. That message says to me "Good morning ****. I did send the quote to ******. The glass is not ordered as I have not received an approval yet. I can quote a sliding door for you this morning." So, his words are false! The text conversations or emails don't support his assertions. My witness can verify his false assertions during the business owner's first visit.

  At the second install, they brought back the same uneven glass that doesn't reach the sliding glass to the tiled wall when closed; the same stationery glass that has a 5/8" seal of silicone on the closed end of the stationery glass. The bar that the roller rest on slopes down from the stationery side to the opening side. That bar, the one that reaches all the way to the right, (at the opening) is loose and has visible flexibility. The finger pull was loose and incorrectly installed. The sliding glass door is exceptionally hard to pull which I noted earlier.  And the water leeches from underneath the sliding glass door. I noted to the business owner that I did the sill water spillage test, as he showed me after my first concerns. The water rolled the correct way during my pouring of water on it. I outlined all of that on the text message to him, but he responded then that he would order a "L seal" land later come out with the guys when it arrives.

  I waited a month to contact him, since he hadn't reached back to me. Almost three weeks after the last hurricane.---******! That is when I asked him for a refund because of the workmanship and poor quality of the installation product after several attempts.

  This is when he went into his bag of tricks. As I mentioned, last week, he told me over the phone he "had a funny feeling about doing this project." He said, I wanted an aquarium, and that I should have just used a shower curtain." Just continued to hurl insults at me the customer; screaming at me seven to ten times! In addition, he went on to say that I was being a "dick about it." Cursed me, and then hung up the phone. 

  
  Sincerely,
  
  **** ****

  Business response

  11/15/2024

  On 7/28/24 we were called by ****** at ******** Pro to come measure for a shower door at his clients home ****** was working on. On 7/29/24 we went to Marks home and were greeted by Nelsons staff and were accompanied to the bathroom to measure for shower glass. We have been working with ******** Pro for over 10 years.  Marks assertion that we just entered his home unannounced is another ridiculous lie, I never met with **** that day. We provided a quote that day for a Swing Door type shower enclosure based on conversations with ******.

  A few days later ****** called, and we had a conversation that the Owner (****) wanted a sliding Shower door.  ****** said that I should meet with **** to go over the quote and make sure he understands what he is getting.  I made an appointment to meet with **** at his home on 8/9/24. Once again as I arrived, I was greeted by Nelsons staff and accompanied into the home and introduced to **** who was sitting at his kitchen table.   **** and I discussed the options and issues with both types of doors and we provided a quote for a sliding door in addition to the swing door. **** asked a myriad of questions about the options and even followed up with more questions in response to the emailed quote (email attached).  **** also stated that he was a shopper and he would get additional consultations and quotes before making his choice in a vendor.   The quote and renderings were emailed to both ****** and **** on 8/09/24. 

  **** called and accepted our proposal to install a sliding shower enclosure on 8/19/24.  He paid a deposit of $765.00 by credit card.  We ordered his hardware and glass on that day. 
  On 8/27/24 our technicians installed the sliding enclosure at Marks home.  **** accepted the installation and paid the balance on the invoice of $860.00 on 8/28/24.
  **** called on 9/3/24 to state that the shower was leaking water onto the floor, the door squeaked when it rolled, and the glass wasnt fitting the wall correctly.  He asked that I come look at it and we set an appointment for 9/5/24.  I arrived at his home and wrang the doorbell.  **** answered the door, and we walked back to the bathroom.  In addition, his neighbor was there that we also installed a swing door for that she loved a while back.  We discussed the glass fit on the left panel needed correction, we would order a new upper bar due to a small scratch and to stop the squeaking, and the excessive leaking water issue.  I used a level to determine that the curb, the part of the shower you step over had the top surface (cap)mounted leaning outward. This was causing excessive water to run downhill on the curb cap and out of the shower.  **** was informed that the shower glass would have to be removed, the curb cap needed reinstalled with correct pitch inward by his contractor, then reinstalled the shower glass.  **** agreed with the solutions discussed.  I called ******, Marks contractor, to explain the leaking issue and he agreed to make the repairs needed.  In addition, I had our technician come remove the shower glass and bring it back to the shop.  The replacement bar was ordered that day from ** ******** as discussed.

  The shower glass was reinstalled on 9/24/24 by our technicians.  At that time the glass fit issue and squeek issues were resolved. It was noted by the technician to me that the original seals were not reuseable because the adhesive was not strong enough after being removed for the curb cap leaking issue.
  **** called the first week of October 2024 and stated that the water was splashing out of the shower and the bar was loose.  I told **** we needed to order a new seal to help with the leaking but the shower enclosure will not be an aquarium as he insisted he wants.  At that time we could tighten also the bar.  I clearly explained that there would be delays in getting the seal due to the recent hurricanes. I also offered that I would accompany the technician to make sure he was satisfied with the results.

  Hurricane ******: 9/25/24- 9/30/24 Glass Maxx &Vendors closed

  Hurricane ******: 10/08/24 10/14/24 Glass Maxx Closed 10/8/24 10/22/24 vendor closed due to no power and hurricane related software issues to ordering and telephone systems.

  **** called on 10/28/24 to ask what was going on.  I informed him the seals had arrived and we could schedule the work.  He immediately demanded bring him immediately a Cash refund. He was belligerent, unreasonable, and demanding.  Every time I tried to respond to him he would talk over me.  I asked him several times to stop talking over me and he kept on. This lasted for 7 minutes when I told him to shut up and then he started talking over me again and I ended the phone call.  No one deserves to be treated like **** acted that day.  Just because we are a business we do not have to listen to are respond to that kind of treatment.

  I texted ************* morning 10/29/24 and said I would send the tech to complete the repairs at 10:00 am as previously scheduled. If he refused we would consider the work complete. I also let him know I would never speak with him again.  All communication would be in writing to stop his unwelcome verbal abuse and tirades His response was see you in court. Conversation in attachments.

  I have been to Marks home 3 times, 7/29 the original swing door quote, 8/9 to meet **** and talk about the quotes, 9/5 to determine the shower needed removed due to the contractor causing excessive leaking.

  The technician has been to Marks home 3 times, 8/27 original install, 9/5 to remove the shower glass so the contractor can repair the leak issue they created, and 9/24 to reinstall the shower glass.

  All of Marks other claims of visits to his home by myself or the technician beyond these listed above never happened.  We have never performed or been allowed to complete any warranty work.  Our documentation is impeccable, and we can provide call dates, time, and length of every conversation and visit.

  We have never avoided any attempt by **** to contact us. 

  Here is our one and only offer:

  Ship the * seal and new bottom door seal to his home within 30 calendar days.

  We will refund $250.00 to his credit card he paid with so he can have the warranty work completed by a vendor of his choice.  Time to complete the warranty repairs is less than 30 minutes.

  There will be no other effort to communicate or counteroffer beyond what was offered above.

  Customer response

  11/21/2024

   
  Complaint: 22514630
  
  

  I am rejecting this response because: The owner, of Glass Maxx lied again when he stated in his 11/15/2024 reply that he "never met me that day." He can't even get his LIES straight. As I noted in his redacted and incomplete text message exchange to me---he has only been to my home twice. The first time was when he was I was seated at the dining table, and he entered through the back porch's sliding glass door, with the other workers who he met outside going the opposite way.Tell me, who comes to someones home the first time with no previous interaction (even phone call---because he was working with ****** of ******** Pro Remodels, as a "sub-contractor" and enters through the back door?Then, gives a cursory smile, as he looked over my shoulder at the large picture frame of the past president that said, "VOTE," and doesn't stop to introduce himself or offer a business card. I went back to the **** area where he was measuring the wall area for the glass installation. I asked a couple of questions at that time. That is when he told me he could put a swinging glass door that could swing inward or outward in for the installation. I told him with the toilet right there, that there wouldn't be a lot of room, and that i wanted a sliding glass door. He did not have any objections to my request for the sliding door. As noted, he even provided two (2) different quotes, swinging door and sliding door.
  But it is obvious that the Glass Maxx owner, (***) didn't check the pitch of the sill or (curb cap), which is what you would step over to get in and out of the shower to determine if it was installed correctly during ***** initial measurements before he made the first installation. Nor, did his technicians ascertain if the sill or curb cap was pitched towards the inside of the shower when they came the first time! As I noted, *** blamed ******** Pro Remodels as the reason he had to remove the shower glass installation from his company. Trying to be misleading, and ignoring the fact that the material and workmanship from his company Glass Maxx, **** provided me with loud and screeching sliding door, and other already noted discrepancies (excessive 5/8" of silicone between the glass and tiled wall for the stationery glass; uneven slider that gradually widens as the glass descends from top to bottom; excessive leakage after the first install, then the entire setup removed, and the after second install---the slider pull is loose; the door takes an enormous amount of pressure to close it, the top bar is so loose that it moves (gives way) as you open and close the door, the same 5/8" of silicone was re-applied with the large space between glass and wall tile, and the sliding glass door is just as uneven from top to bottom as before or ********, he brought back the same equipment, even after he said he would correct those discrepancies.  He said he would "come out with the guys"after the second install had problems, (a month early September 2024), then he changed his tune and said he was going to have them make the "warranty repairs" and just ignore coming out. Oh yeah, he claimed he wouldn't make any refunds without picking up his materials first. I had NO intentions in keeping his stuff! So, all the advertisements, quality materials and work has not been done at my home. After he verbally insults me---trying to get out of doing business the right way---he speaks of take it or leave. What a Dishonest businessperson!Everybody will hear of this one!!!
  He is inserting dates and events erroneously to TRY to fit his narrative. He really should spend more time on doing the work properly instead of telling me about his Mechanical Engineering degree or his retirement payout!It had NOTHING to do with his gross lack of professionalism!
  Of course, I called him at the end of October 2024. I went out of town after Hurricane ******, and I knew people would have to get back on their feet. He had not reached out to me---because he already had my money. He didn't care! Besides he had to check to see if the ordered product / parts had come in. The following weekend, I had a death in the family and all arrangements weren't complete until November 12, 2024. So, that is why I am late responding.
  I asked him for a cash refund, after he said he would pick up his equipment. He said, "No, it doesn't work that way." "You paid by credit card, and that is the way it would be refunded."  So,I asked how long that would take?" He said, "A couple of days."I said, "Okay." Even though I was leery about that. That is when he went into his bag of comments about "he had a bad feeling about this job;he knew he shouldn't have taken this job"; "the wall was crooked,;...etc. I asked him what he was talking about (all this after the fact mess),and then he continuously talked over me, berated me, called me "youre being a D*** about this!" Then, he used an expletive towards me that I was so shocked---I can't recall the exact word(s)---but it was nasty!! Who tell a customer to SHUTUP? He was the one who didn't want me to say a thing.

  
  I have the text messages with complete conversations that I can provide and a later time, which definitely confirm my comments and interactions with this person who is bereft of professionalism!

  
  I am a Disabled Veteran and a Retired Educator. The world will know of his misgivings!

  I reject his offer and I want a complete refund. I want him to have his materials.
  
  Sincerely,
  
  **** ****

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