ComplaintsforGirls 'n' Tools LLC

• Initial Complaint

  08/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hired ********************** *** ********************** ("GnT") to do some work at my mother's residence (105 ************************, *******, **). We signed the contract based on mostly email discussions, some texting, and on-site assessment and measurements by GnT employee ***. The issue in question is that despite asking for ******** double-pane windows to be ordered (in writing on 6/28/22) and receiving confirmation by GnT on 6/29/22 that this is the item that would be ordered for our 2 large windows that needed replacement, they did not order what we requested. In the process of attempting to install one of the large windows, GnT broke the new glass pane. There is a second in-tact pane that we cannot do anything with, as it is too heavy for us to move, and is not at all protected against potential cracking or cutting us. ******* (owner, GnT) is now saying that they did not order ******** double-pane glass, and that that *** be the reason the glass cracked when GnT handled it. She is refusing to refund the money we already paid for the glass, even though she ordered the wrong glass. I have asked her repeatedly to refund and she refuses, stating she has no knowledge of us requesting ******** double-pane specifically, despite the fact that it is in writing prior to contract signature, and she acknowledged the request. She has only offered to remove the broken pane. We need her to also remove the in-tact pane. We are only seeking a refund of $540 ($1200 deposit I paid, minus services completed), which is not even the full cost of one glass pane.

  Business response

  08/28/2022

  The contract we have was the end result of multiple back and forth addition and removal requests.  Throughout every change I did my end by updating the contract and yes, sometimes things get missed. The responsibility on your end is ensuring what was updated was what you wanted and had asked for before signing the contract. I understand that you want a full refund however, services were rendered, and materials were ordered based off our signed contract.
  
  I provided you with a service to the best of my ability. We answered your calls, emails and texts. Did everything you asked us to do and in response you expect that not only do I get to eat the $700 window we accidentally broke,but we got the pleasure of being laughed at by you when it happened.  I already gave you a full refund and more for the one window we broke. 
  
  I am not a large corporation. That money comes right out of my pocket and I get the benefit of not getting paid this week all because I tried my best to help a client. A client who not only wants that $700 to come out of my pocket but the other $700 as well. Not to mention the delivery fees, dumpster fees and you want me to pay my workers to come move them all off site at no cost to you as well. But you have responsibility in this transaction as well because you signed the contract that doesnt state the specific branded window wanted. A window that cannot even be made in that size by that company.  
  
  As you share the responsibility you will also have to share part of the expense. I will not be issuing you any more of a refund then I have already done.  If you wish the unbroken window to be removed it will be an additional $100 for the disposal fee I will eat the labor. Once we hear from you regarding the number of windows you want taken off the property, we will schedule removal. 

  Customer response

  08/29/2022

   
  Complaint: *************************************************************** clearly has a completely different view of the situation.  We did our best to not make a big deal of the broken glass, despite the disaster.  We already had the glass removed by the vendor.  Wish it could have just all worked out to be a successful project. 
  
  Sincerely,
  ***********************

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