ComplaintsforCDA Glass Inc

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/6/23, I made an inquiry to CDA Glass about installing a custom sliding glass door with a pet door insert. CDA Glass was the only installer that carried this specific door in our area. ***, the installer, came to our home and measured for the sliding glass door on 6/6. On 6/13, I called to confirm measurements and location of the door as the original measurements taken by *** were for the wrong door. I confirmed with ***** over the phone as to the height, size of door, and color of the frame which was to match our current existing door frame which is beige. I paid $800 on 6/22/23 as a deposit to order this custom door piece. On 8/4/23, *** came to install the custom made sliding glass door with pet door insert. The door was the correct size but in the wrong color, white. On 8/9/23, my husband called CDA glass and spoke to ***** stating that the color of the door was incorrect and inquired if he could see the order form. The order was taken over the phone so the color selection was made by ***** of CDA Glass on the order form. ***** told my husband we were wrong and I had said white for the color on the phone and that the full balance was due immediately. She would not listen to our concerns or work with us on a solution over the phone. We have made attempts via email to find an amicable solution and ***** has never been open to discussion and only threatens to send us to collections. I am sure that I ordered a beige door and ***** insists that I did not. We have offered her the chance to paint the door, replace the door with the correct color or provide a discount so we can fix it ourselves. In a show of good faith that we were not trying to avoid paying, my husband dropped off a check for $295.14 on 8/22 to cover the installation, a separate custom piece (that was built correctly) and tax while we worked towards a solution on the wrong color door. On 8/27 we tried another email with no response until 11/13/23 when another collections threat was made.

  Business response

  12/12/2023

  More Information...6/6/2023- Original measure for a patio door pet door and table top
  
  6/9/2023-called vender and had them email me their order form, pricing sheet, and warranty information
  
  Between 6/12/2023-6/13/2023 called ***************************** to talk to her about her options. At that time, she and I over the phone filled out the order phone.  ********* needed to get back to me regarding the pet door rise and opening size.  I filled in the Conversion frame thickness,net glass size width & height. 
  
  On 6/14/2023 Read order form to *********, she confirmed and I submitted it to the vender.
  6/16/2023 emailed quote to *******************
  Between 6/16/2023 and 6/19/2023 my installer who had been out to the customers home to measure informed me that the customer wanted the doggy door to be installed in the fixed side of the patio door. I called the vender to verify that is ok and I was told it was not, the doggy door had to be in the operating side.   I confirmed with my installer if it would make any difference with the size and he said it would be ok. I informed *******************
  On 6/19/2023 I received an email from ********* that her husband said that the operating side of the patio door was smaller.  I set up for my installer to go out on a special trip to verify the size. I told ********* that this was an expensive piece of glass and I didnt want any mistakes.  Size never changed.
  On 6/21/2023 ********* called in to make her deposit and start the job.  I took the deposit and read the order form including color and sizes with ********* again and ********* acknowledged the order.
  
  8/4/2023 we installed the Insulated unit and delivered the glass table top.  See attached installer sheet, Customer told him that she would call and pay.
  8/7/2023 I emailed the invoice.
  8/9/2023- When I came into work, I had a message from ******************* stating that the pet door was the wrong color. I called the vender and was told that the white pet doors come with an off-white door. Relieved I called **** to tell him this and he said, that no he wanted the beige. I told him that is not what his wife ordered, that I had confirmed color with her more than once.  He became argumentative and threating.  I asked him to have ********* call me and talk to me. 
  
  Attached are the email threads that followed.
  

  Customer response

  12/18/2023

   
  Complaint: 20871000
  

  I am rejecting this response because:
  

  1) no attempt at a resolution has been made by the business: CDA Glass seems unwilling to fix the mistake or offer a discounted price on the incorrect colored door

  2) We have been trying to reach a compromise with ***** from CDA Glass and would accept the following:

  a ) discounted current balance to $ ****** which reflects a 20% discount on the total cost for the incorrect color door

  b) have the correct color door installed at the retail price of $1400 ($800 of which has already been paid)

  Clearly, there has been a misunderstanding. We are certain that we ordered a beige door to match our current beige frame; because this was a telephone conversation for the original door order unfortunately, there is no way to prove our word against ******* word. We are trying to reach a reasonable compromise that all parties can agree upon.

  Sincerely,

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

  Business response

  01/24/2024

  1/24/2024: I have responded to *********'s latest submittal in blue of the attached.  I have turned this case over to ********************************* to represent CDA Glass in trying to collect or any legal actions.

  I am sorry that this case has come to this.  Working with ********* up to 8/9/2023 was professional and the job went like clockwork from measure to install. If ********* would have called me on 8/9/2023 and was reasonable, I believe we could have worked something out.  I remember going over the order form with ********* and she and her husband can't let go the thought that I'm lying or trying to hide something from them (*************************).

  If this changes CDA Glass's standing, for that, I'm sorry. We have a really good crew here.  Sincerely, *******************

   

   

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