ComplaintsforJr's Glass and Windows

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Work was done with damaged material and never fixed and more

  

  Business response

  06/07/2024

  Customer signed a contract to have some items installed. These were done to the contract specification which included a plain front door. A front door was warrantied as the client and ourselves were not happy with the manufacture work. This door was replaced at no cost in the same plain color as stated in the contract.  The customer then notified us week's later, after a snow storm of a crack in the vinyl of her patio door. We offered to fix this and ordered the piece to do so. The client was called to schedule once the piece arrived and they never responded. We sent out a bill with late fees and a letter stating we would waive the fees if the bill was paid. The client contacted us and expressed the work was not fully complete and would pay once done. We attempted to arrange for the patio door to be fixed as well as a bead of caulk put on a miter of a window. It was explained that we were not contracted to do anything to the window besides replace the piece of glass and place trim around the window. The customer asked that we replace her door with a red color door. We expressed we could quote her on a new door once her past bill was paid. She was not happy with this and expressed she wanted a red door and we did not complete work and she would not pay. We have since sought out further action to collect this debt.

  Customer response

  06/11/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I signed a modified contract at the last minute to change the color of the front door to mahogany because the previous color mulberry was to light.   I was dealing with ****** over several emails and was clear about the color.   I immediately noticed the door was not mahogany like I ordered but actually no color at all.  The contract read mahogany unfinished and I assumed the color was mahogany. The company did not address this issue at all.  ***** explained how the mistake or misunderstanding in the color could have happened after making it abundantly clear in several emails and sending pictures of what I wanted. The color issue was complety  ignored.  inspection of the initial door we noticed there was no color and a number of flaws in the door and reported them.  It was freezing and snowing when the patio door was installed.  There was no storm just snow.  I went out to shovel and as I was removing the snow from the track with my hands I found a hole in the door.  I waited well beyond the promise install date for all the work especially the window which was supposed to have new trim but instead the old trim was installed inside and out and done poorly .  You can see on the outside of the house the gaps that are obvious and the inside as well. There is also a leak in the window.  None of the work was done to the contract specification which included a Mahogany door front door. The replacement looked just like the previous door with no color and flaws but we could now close properly.  The hole/crack was not fixed and I waited another 4 weeks or more for the window because the wrong pane was ordered.  They finally came to install the window but again did not replace the part of the patio door with the hole. I did let them know I was not happy.  I finally got the owner ***** on the phone and we ended the conversation with he calling me back at a later date with a fair plan to resolve . ***** NEVER called me back so I just waited.   Prior to this conversation with the owner ************ have been in constant communication by email with ****** and copying the owner *****. ****** can testify to this. I have had to chase the company in all things. They never tried to call me without a call back!  I have email and phone records to prove this.
   The only communication I received from the company after the conversation with ***** promising to call me back with a plan to rectify the issues was a single  letter dated May 15th 2024 and a bill for $8,642.87 that includes late fees of $3,627.  The letter stated we would waive the fees if the bill was paid.  I emailed ****** and ***** asking to meet with my husband to sit down and discuss.  I was denied and told I could only email **********;who I had never spoken to before. ***** told me that I was to pay the bill and they would wave the fees. I told her I have no problem paying but the job is not complete and once it was I would pay but not before.

  ***** responded they will seek further action to collect and I told her I will get legal council. 
  
  Lack of communication from this company and many untruths like a call back to resolve issues only to receive a ridiculous bill several months later without any communication. The owner ***** who does work out in the field never once came to my house to inspect the work. This is bad business and unfair. 
  

  You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

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

   

   

  

  Business response

  06/12/2024

  We have gone back and forth with this customer about what the contract that was signed states. Unfortunately she has become unruly on the phone and via email and now via the internet. The customer refused to acknowledge what she signed and has demanded we do work that was never contracted for free in order to be paid for the work we were contracted for. We offered her several resolutions to her issues. A year ago we ordered and still have in our possession, a piece of vinyl for her slider door. We offered to place miter on the trim of the octagon window as the only pictures and complaint we have ever received were of the inside. The picture that was submitted has never been shown to our company. This picture shows the capping from the old window that was removed was placed on the outside of the new window, over the trim we were contracted to place. We were contracted to place a piece of glass in a frame that the customer provided and then place the frame in an already existing hole that the customer had opened on the side of their home. We were contracted to put trim around this. We were not contracted to fix any part of what was removed by the customer prior to our install. We have offered to requote the door to have a red one installed. This would require past payment, a new payment, and a wait time that the customer was not originally wanting to wait for which provoked and email to us stating she would just stain the door. Further emails showed that she wanted us to stain the door even though it was not contracted. The customer has been unsatisfied with our resolutions and has continued to be unruly. She is demanding to speak with a woman named ******, who we do not know. We do not and have never had an employee by this name. We have had to change contact with to strictly email as to not subject the owner and our employees to this customer's verbal abuse. It is very clear we will not come to a conclusion with this customer after she has made threats to get a legal team together, we agreed with her and have moved forward to collect this debt in a court of law as we have a signed contract and have withheld our end. It is extremely inappropriate to continue to go back and forth on this site when we are moving forward with a legal claim. 

  Customer response

  06/12/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. Im not sure who we is but I have never met or spoke to  ****** ***** who is corresponding, until I received a letter in the mail demanding money for a job not completed or done poorly.  I tried to explain the exhausting situation to her but she had mentioned things that were untrue so I thought it would be best to ask to meet with the owner,  and,  ***** who I have been working and was denied. Forgive me  I keep calling *****,  ****** by mistake . Yes,  I have had to  chase this company for too long about everything with 
   promises not kept and we have gone back and forth with this company.  I am frustrated thats for sure but never been labeled unruly in my entire life.  I have never refused to acknowledge what i signed. I dont think its unheard of when buying a new  patio door to expect to pay for a damaged patio door.  The window pictures were just taken yesterday and as you can see the work is poor ******* ship. The window is leaking and they all but destroyed the molding and part of the wall.  I asked that they fix this! I never asked for anything free matter of fact I had a window casing in the barn I gave to them in case they could use it if not they could keep.   I spoke to ***** once and I was very frustrated at the lack of response waiting 5 months to get this over with and he promised to call me back with a plan and never did! 
  Front door: in the beginning I sent pictures to ***** to make it clear of what I wanted.   Im not sure where the break down in communication fell?  I did ask about maybe getting it stained and not once did they respond to that idea even.  Not once have they responded to my concerns about the color of the front door . They just ignored it. 
  Not once has the owner come to inspect the work or damages. 
  The emails between ***** and ***** were not what Im being accused of.  I could have gone into the shop if I were unruly, demanding, and verbally abusive but I did not.  I feel the contractor has gone too far with the lack of response to resolve and the insults in their response.  ****** demanded payment before they fixed the problems. Thats not how business works. After receiving ******* emails It is very clear that they are not interested in rectifying the issues with their product nor the poor workmanship.   ****** told me if I paid that week they wouldnt charge me interest and I told her I would be happy to pay if the work gets fixed and complete. She said thats not going to happen and they will  move forward to collection if payment is not made.  I told her that I would have to seek legal council if that happens .  Thats not a threat but a right. 

  Regards,

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

   

   

• Initial Complaint

  10/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 12/9/21 I had jr ******************** replace 2 windshields in my camper after they were replaced I was heading south windshields fell out called them rite away they said I was all set they would take care of issues when I get back called them in may 2022 when I returned to ***** they came out looked a windshields said they would take care of it order new windshields an gasket an fix it never happened I asked for my money back or fix it but they just we will call you back

  

  Business response

  11/10/2022

  We have been trying to contact the customer because all materials have been delivered and ready to be scheduled but have not got a return phone call. we will keep trying.

   

  Customer response

  11/14/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************************.     Heard from jr ******************** day I email bbb then I heard from them yesterday  they said they were coming out this week so we will see what happens now 

*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. ↩