Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/07/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a frameless shower from this company 1/17/23 Installed by one of their recommended installers Burien Glass (*****) Burien Glass has been to our house several time due to the hinges on the glass door slipping and causing the glass to scrape against each other. 11/23~The second time I had to have Burien glass come and fix the slipped hinges It took at lest 2 weeks to get ahold of Burien glass to get them to come and fix the issue After multiple phone calls and emails~the hinges were fixed but after one month they began to slip again~ Burien glass has been here 4 times fixing this issue on the last time Dec/23 we requested an entire new door but were told the hinges just needed to be replaced~the hinges were replaced and again the door slipped. I again contacted the manufacturer and the issue was elevated to a technical advisor whom calls me during work hours~I called back twice and emailed with no response from the technical advisor

• Initial Complaint

  Date:01/10/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I saw an ad from the Original Frameless Shower Doors *** in *************, ** *****. They advertise manufacturing of shower doors in 5-7 days. I called around 12/6/23. I finally sent this letter via email to the company on 1/2/24:"To Whom it May ********** name is ***********************. I purchased a shower set from your company. It took several phone calls and emails over the course of about a week, along with photos. I dealt with ***************I finally got confirmation from ******* that my panels were complete and I should receive in 1-2 days. Two days later I got a call from the glass manufacturer telling me my order has been complete and should be shipped in 1-2 days. Two days after that I got a call from the shipping company telling me they could deliver my panels in 7 days, so I finally received them 12/21/23.The two panels were supposed to be rounded. Its clearly printed on several documents (attached), but they were rectangular instead. Also, I was told the larger panel would require a support arm because it is 3/8 thick no arm, no notch for the arm. They told me they would make the smaller panel in thick so it wouldnt require a support arm.After speaking with a couple of employees, I was told this would be handled by a manager. I have not heard from him and my client cant use their new shower. I think at this point it would be best if I was reimbursed for the panels. Send someone to pick up the wrong ones and I will find another company to work with. I cannot go through another month or so of aggravation."I waited two day's and heard nothing so I thought I would call on 1/4/24. I was patched through to a manager. He told me I was in good hands and he would get back to me in about an hour. That was 6 days ago and much to my surprise, I still heard nothing. So the original 5-7 days is false advertising and I have a client who still can't use their new shower.

  Customer Answer

  Date: 02/01/2024

  This matter has been fully resolved by the company to my satisfaction.  

  Thank you,

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

   

  Business Response

  Date: 02/03/2024

  We spoke with the customer and resolved the issue. 

• Initial Complaint

  Date:10/10/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a shower door on 9/11/23. ******************* from Framless called me for my credit card information. I paid $2065.00. I received the door on 9/29/23. ******************* game me the contact information for his installer in my area.. The door was installed on 10/1/23 by their preferred installer. The installer removed the door from the crate and noticed a chip in the corner of the door. He asked me to take a picture and send it to them. I sent the picture on 10/01/23. On 10/02/23 **** sent me a message telling me that because the door was installed, there isn't anything he can do.

• Initial Complaint

  Date:06/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have reached out to all of you several times, and I even managed to get in touch with ***************** regarding my frameless shower door. I purchased these doors some time ago, and I have since had seven contractors attempt to install them, but none of them have been successful. It wasn't until I hired a professional glass company, A-to-Z ************** that I discovered that my glass had never been cut correctly. I contacted ***************** about this issue, and he informed me that my file had been closed and Im stuck with this glass and that I could not receive a refund or reimbursement for my faulty door. I am incredibly frustrated with the lack of customer service I have received throughout this ordeal. Despite my attempts to speak with the *** or owner of the company, no one has returned my calls or offered any assistance. I am now stuck with a $4000-$5000 glass door that is unusable, and I am out of options. ***************** assured me that he could walk me through the installation process and that the door would be perfect, but this was not the case. I am not a contractor and have no experience in this area, and yet he still insisted that it was an easy process. He spent hours on the phone with me trying to measure it correctly, but it was still cut incorrectly or better yet never cut. I am now forced to hire another glass company to come and fix my door, which will cost me even more money because I will now have to buy a whole ne glass because you can not re cut tempered glass. I demand a full reimbursement for my purchase, and I want the company to come and retrieve the faulty glass and give me a full refund. ***************** is a liar, and I am extremely disappointed in the way this situation has been handled.

  Business Response

  Date: 07/06/2023

  I personally researched everything about this order, and I came to find out that the customer measured incorrectly on the right vertical wall (letter G). She shows it as plumb or level, but it's not. It's out of square almost 1/4". That makes a huge difference in how the glass fits. I've attached the measurement diagram this customer provided and signed. It clearly shows the wall is plumb. I called her on the phone and tried to explain the issue, but she wants $3,000.00 back from us and was very rude. This is a super custom heavy glass enclosure and if we made a mistake, we would own up to it.  We offered her a discount on the new piece of glass, but she refused. We've been in business over 26 years. and have a good reputation nationwide. Sometimes people just want something for nothing. 

  Customer Answer

  Date: 07/14/2023

   
  Complaint: 20226444
  
  I am rejecting this response because: I did not perform the measurement incorrectly, as I had informed the company right from the start that I am not a contractor and have no knowledge of measurements. They assured me that they would guide me through the process, claiming it was so simple that even a baby could do it. When I spoke to ** on the phone, he ref
  Assured me over the phone that things will be ok dispute the repeated explanations of my uncertainty with the measurements and my non-contractor status. 
  
  
  After I filed a complaint with the Better Business Bureau, they suddenly decided to call me back. Instead of addressing the issue, they accused me of being rude for reporting them, and even had the audacity to call me stupid. Naturally, I responded in a less than pleasant manner, as no customer should be subjected to such disrespect. It is worth mentioning that I did request a $3000 refund(Partial), despite spending over $5000 with them on a useless glass. In fact, I had to hire another company called A-to-Z to replace the glass entirely, costing me an additional $2000.
  
  
  I would like to express my gratitude to A-to-Z for their assistance. However, I must highlight that the *** of these companies, *******, has shown nothing but rudeness and disrespect towards customers. This unfair treatment is completely unacceptable. I am demanding a full refund of my money, not just a partial refund. I also have the phones recording. From that day. 
  Ive also added an attachment of the phone conversation. Can you please tell me when and where I was rude. I would like a copy of the contract. And the financial information I used to make this payment. Ive requested it from them and no one has gotten back with me.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/20/2023

  **********,

  We cut the glass according to her measurements. I've already attached her diagram showing proof of that. We would never call a customer stupid or a liar. We are a professional company that has been in business over 26 years. This customer took it upon herself to order new glass from another company after she mismeasured one piece of glass in her shower opening. She claims that she's not a contractor and didn't understand how to measure. Well, almost all of our DIY customers are exactly like her. They don't know how to measure correctly. That's why we have a technical support team that walked her through the process. We do this every day with customers all over the country that purchase from us. You don't have to be a contractor or handy person to measure a shower enclosure. We also give our customers measuring and installation videos as well as printed instructions to make it very easy to do. We get reviews all the time on how easy the process was and how helpful our team is. We have been communicating with her and it's unfortunate that she's not being honest about everything. We did everything right by cutting the glass to her specifications.