Complaints

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I will attach the email that A cutting edge glass received from me ***************************** explaining my situation . I have history and text massages and email about our interaction. This is an attempt to have your company A cutting edge glass to replace the damaged mirror and fix my damage walls on Installion . I will give a detailed experience about the installation process for documentation purposes and to explain who ever is responsible for addressing my issues. I ******** and my girlfriend ******** have issues concerning the black tented mirror that was improperly placed in our home at *************************************** about a week ago . I have multiple issues concerning the lock of professionalism and the damage that was caused on my walls which are custom made panels so theyre not cheap . First the mirror showed up uncovered and not protected on back of the work truck which I have on proof on our surveillance camera . the mirror arrived on a truck uncovered so it was very dirty and looked like it was damaged on the reflection side of the mirror during my initial inspection . I advised them of the damage and the both technicians stated it was just dirty and it will come off . When the mirror was first attempted to be placed on the wall .both the technicians damaged each side of the wall . I was next to them when they scratched the mirror against the black wall panels of my wet bar . I instantly brought it to their attention and asked them why they didnt put tape on the walls so that it wouldnt cause damage while installing the mirror . The technicians with the bold head who I dont know his name became very aggressive and defensive about the issue . I asked them to please put tape on the walls and they first refused stating we know what were doing its not our first time installing a mirror I then advised them again that youre not going to install the mirror without tape . You already caused damage and I will be addressing it with your manager . At this time is when I made the phone call to A cutting edge glass and asked to talk to a manager . I advised the manager of the situation and the poor customer service and the damages that accrued . This phone call was made by cell phone which I have proof that it was done and the length of time of conversation . The manager apologized to me about the experience and she stated that she would have a supervisor come to the house and take over the Installion process which is on camera . The two technicians will be relieved when the supervisor arrives so you dont have to deal with them anymore I was told .when the supervisor arrived the mirror was already installed while waiting for the supervisor I was already frustrated with the situation and didnt mention anything else to the technicians until a supervisor arrived to address anymore issues because of the aggressive behavior of one of the technicians . When the supervisor arrived 15-20min after the phone call . I advised him about the mirror being uneven and having a gaps of 1/2 inch or more on all 3sides of the mirror . I advised him of damages on both sides of the wall and the lock of professionalism of the technicians . The supervisor on scene told me that he would fix the situation and that he would order another mirror and stated that it was do to the manufacture that cut the glass that caused it to be out of measurement . While I was cleaning the dirt off the mirror I noticed the scratch on the top side of the mirror the reflective side that was addressed in the beginning didnt come off its an obvious scratch i Brought it up to the supervisors attention and he acknowledged the damage and said we will replace the mirror dont worry about it . I called the manager again at A cutting edge glass and advised her of the damage of the glass and the large gaps of 1/2 inch and she told me that we will figure out a way to fix it all and any issues . The mirror will be replaced . This is what I was told over the phone conversation by cell phone . The supervisor said ** going to leave the mirror installed and when the new mirror arrives he will swap it out since you have been waiting for this mirror for over two weeks Ill leave it here . I told the supervisor that I appreciate your understanding and glad youre addressing my issues. When the supervisor and other Employees of A cutting edge glass left . The manager over the phone told me that she would call me the next day to give me an update on addressing the damages on the mirror and walls and the uneven edges . The next day I was called by phone by the manager and was told that theyre not going to replace the mirror and they will not be fixing my damages on the walls . I asked to talk to the owner when the owner got on the phone he told me that he does not plan to replace the mirror and that the damages that the installer caused will not be fixed or addressed . He was aggressive and seemed like he didnt want to listen to anything I had to say and refused to replace the mirror and fix my damaged walls or even find a solution . It was obvious that nothing was going to be done by conversation by phone or text . Which I have proof of the lock of acknowledgement by the company a cutting edge glass This email is to address all concerns about my experience with this company and everyone involved .the mirror is improperly installed . There is no cocking on the bottom of the mirror that sits on the counter top of a wet bar so water can easily damage the mirror . Im asking to please remove the improperly installed mirror . I can not use my bar it has no cocking or any material to protect liquids from entering the back of the mirror . I was told that the mirror was going to be replaced and I didnt need to be concerned about it and now youre telling me youre not going to replace it . Everything I was told about fixing the damaged mirror and my bar walls during installation has not been addressed . I have given your company time to reply and to address the issue . With no response . This email is to notify the company of A cutting edge glass or who ever this concerns . To remove the mirror . Since I have had no response about addressing any of my issues. I will have another company remove the mirror . Im giving A cutting edge glass 10 business days to resolve and replace the mirror and fix the damages on the walls . If in 10 days you have no solution to replace the mirror or fix my my walls I will have another company remove the mirror and you will have the option to pick it up at my address . I will attach pictures of the damages of the mirror and the damages to my walls . And the improper installation

  Business response

  04/09/2024

  Please see attachments.  ************** & **************** were notified that the black mirror personally chosen by them was installed per industry standards.  ************** withdrew her 50% deposit after the install.  We cannot remove the mirror as it has been caulked in place per customer's instruction to do so.  We took an onsite video after install which shows no scratches on mirror and no damage to walls.  Work was performed, and payment has not been received.  Mechanics Lien has been placed on property. 

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