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Complaint Details
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Initial Complaint
05/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Took a house window frame for glass replacement first part of April. Receptionist said they would have to order the glass as they didn't keep it in stock. She asked that if I could leave the frame, it would allow the installer to measure and the correct size ordered. I left the frame with the shop. She said it would take a few weeks for the glass to arrive and they called when it was ready. I received a callback (voicemail message) that said the frame was ready for pickup (May 2). When I returned the call, I was asked to bring the frame in so they could install the panes. I told them I had left the frame because they wanted the installer to remeasure before the panes where ordered. I received another call (May 8) again saying they could not find the frame, saying again they felt I had picked up the frame before the panes were installed. I again explained it was left with the shop and that it was about 30 miles one-way from my house, so I had no reason to get the frame before the panes were installed. She said they didn't know where or how to order a frame. The windows are in a home built in 1996, so the entire window may now require replacing. I asked who to send a bill to for the window replacement, and she said they might can pay half. It is their fault for losing the frame and should be sole payer for frame/window replacement. I now have to find a window installer to quote a price for a new frame (or window if frame alone can't be replaced).
Business response
06/04/2024
6-4-2024 ************ with BBB called ****** Window and spoke with ***************************. He said they have offered to pay half the cost of a new window. To date, they have not heard back from you. Please let ****** know if you accept their offer.Customer response
06/05/2024
Complaint: 21683839
I am rejecting this response because: I do not currently have a replacement cost. Today, June 5 I have requested and am awaiting confirmation of an appointment with Window World of Central Alabama out of ********** for Friday, June 7 to give an estimate of replacing the window. The offer of only paying half may still leave me paying more than what just the panes would have cost due to materials and labor. Once I have the estimate, I will provide a copy and indicate the amount I am willing to pay towards the total cost.
Sincerely,
***********************Customer response
06/07/2024
Quote for replacement of the window. I feel **** Auto Glass should pay $700 of this as that is the excess amount over just replacing the glass.Business response
06/10/2024
With a copy of a current quote or work order, we will pay half of the total bill directly to Window World for this one window to be replaced. With a copy of a paid invoice to Window World, we will pay the customer half of the total bill for this window to be replaced.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.