ComplaintsforUSA Board UP and Glass Service

• Initial Complaint

  12/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to formally file a complaint against *** Board UP & Glass *** regarding the unsatisfactory service I received. The details of the incident are as follows:On November 29th, 2023, *** Board UP & Glass *** attempted to repair the glass in my bathroom window. Unfortunately, on the evening of Friday, December 15th, the window frame slid out of place, resulting in the glass shattering.Promptly on the morning of Saturday, December 16th, I contacted *** Board UP & Glass *** and left a message, seeking assistance on how to address the situation. On Monday, December 18th, I received a call from a representative. However, the conversation took an unfortunate turn as the representative abruptly and firmly stated that there was nothing they could do to assist me. She insisted that the window had been replaced in September and paid for in August.Despite my repeated attempts to clarify that the information was inaccurate, the representative remained confrontational. I asked for details about the file she was looking at, and the name and address she provided did not match mine. Frustrated by the lack of cooperation and misinformation, I decided that I no longer wanted to continue dealing with the company.During the same call, I requested a refund for the unsatisfactory service and asked to speak with the manager. Regrettably, the manager also proved unhelpful, and the phone call ended without a resolution.I am reaching out to the Better Business Bureau in the hope that your organization can mediate this dispute and assist in achieving a fair and satisfactory resolution to this matter. I appreciate your prompt attention to this complaint.

  Business response

  02/07/2024

  In reference to complaint#********, when the customer called there are 2 customers with a very similar name and the rep inadvertently mistaken her for a different customer. When she realized she was not the customer from September she apologized and said she could send the techs out to see what happened torectify the issue.  The customer just wanted a refund, We installed 2 pieces of glass only at this property and without examining the cause of her issue with the one piece we cannot just issue a refund. She was transferred to a manager who reiterated the same information. She refused to let us come out to examine and determine the cause and was not satisfied with this solution. Said she was making a complaint. We installed a 20x20 piece of glass in a frame in the bathroom. When our techs were on site the window pull down frame was difficult to open up and take out, our techs did not want to break it. The customer said there was a trick to do it and had her husband come to get it out cause he knew what do. The screws for the hinges were also missing. We installed the glass and finished up the job, the window locks in place and as stated is hard to open up. Over 2 weeks later the customer said the window frame just slid out of place. The window has a catch lock on it and screwed in hinges, I cannot determine how it just slid out, it would have had to be pulled on and forced when opening  As stated without allowing us to examine it at that time, we cannot issue a refund.
  The customer posted pictures on a different site, I am sending for review, one is where the window was located above all the plants on the window sill and the other looks like in the tub when it broke without any other debris.
  Sincerely
  *** Board Up and Glass

  Customer response

  02/07/2024

   
  Complaint: 21022655
  
  I am rejecting this response because: There was nobody opening the window at the time of the damage, as I explained it just fell out. We had not opened the window as it is winter. Everyone was in another room at the time of the damage. I am willing to have someone come out to look at it and process a refund. However, the window has been repaired as we could not go without a window in Winter and for safety reasons. 
  
  Sincerely,
  
  *****************************

  Business response

  03/04/2024

  In reference to complaint#********, when the customer called there were 2 customers with a very similar name and the rep inadvertently mistaken her for a different customer. When she realized she was not the customer from September she apologized and said she could send the techs out to see what happened to rectify the issue.  The customer just wanted a refund, We installed 2 pieces of glass only at this property and without examining the cause of her issue with the one piece we cannot just issue a refund. She was transferred to a manager who reiterated the same information. She refused to let us come out to examine and determine the cause and was not satisfied with this solution. She stated she was making a complaint. We installed a 20x20 piece of glass in a frame in the bathroom. When our techs were on site the window pull down frame was difficult to open up and take out, our techs did not want to break it. The customer said there was a trick to do it and had her husband come to get it out cause he knew what do. The screws for the hinges were also missing. We installed the glass and finished up the job, the window locks in place and as stated is hard to open up. Over 2 weeks later the customer said the window frame just slid out of place. The window has a catch lock on it and screwed in hinges, I cannot determine how it just slid out, it would have had to be pulled on and forced when opening  As stated without allowing us to examine it at that time, we cannot issue a refund.
  The customer posted pictures on a different site, which I am attaching for review, one is where the window was located above all the plants on the window sill and the other looks like it was in the tub when it broke without any other debris from the plants that were on the ledge.

  As stated we wanted to examine what happened when she called in but she would not let us, we needed to see so we could determine the cause and rectify the issue. She has stated that the window has been replaced so there isn't any way we can determine what happened, So we can not issue a refund for that window. 

   

  Sincerely
  *** Board Up and Glass

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