ComplaintsforMetropolitan Glass

• Initial Complaint

  12/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We contracted with Metropolitan Glass to replace 16 panes of insulated glass for all the windows and doors on the East facing 1st floor (total cost $11,173.29). 12 panes of glass (4 windows and 2 door panes in both the sunroom and family room) have a defect which obstructs the view to the outside. I can best describe the appearance of this defect as when you attempt to wipe clean the inside of your windshield while you're in the shade, but as soon as you drive into the sunshine all of your 'smeared' wipe marks obstructyourview. The 4 kitchen panes, adjacent to the sunroom and which comprises one large room, provide a clear and clean view. They do not show this same 'smear' streak that the 12 larger, narrow panes show. We want Metropolitan Glass to provide replacementglass for the 12affectedglass panes or offer an alternative. After initially consulting with Metropolitan Glass they advised that **** glass would be an optimal solution for the intense sun and heat radiating into the house onthisEast facing wall. After their inspection they provided a bid and we signed a contract and they later installed the 16 panes. We found a 'smear' on all of the longer, narrower panes we could not clean off. Metropolitan Glass inspected the panes stating the defect was caused by the tempering process in the manufacture of the glass. Metropolitan Glass requested us to allow a manufacturer's representative to examine the glass and several days later ************************* did so. He statedthe 'smear' was between the glass panes and he could not wash it away. Several weeks later Metropolitan Glass replaced the 12 affected panes but the same problem is present. When I contacted them they told me the fault was due to **** haze resulting from the angle of the sun and the background view; That the "smear' is within the industry standard and the manufacturer would not replace them again. Metropolitan Glass has not responded to my request to resolve this issue. The four panes of the same **** glass in the kitchen do have a perceptible tint but provide a clear and unobstructedview of the same backyard and do not show any 'smear' marks as the other taller glass does. The defective panes also have that tint which is not my complaint. The problem is that there is a 'smear' streak on the inside surface of the sealedpane. ALL of these windows look onto the same background, are exposed to the same sunshine and angle of the sun. When the sun strikes the affected panes, regardless of the angle, the fault is evident. Now Metropolitan Glass' explanationfor the defectis that it is an industry standard fault which isdue to the same conditions which were present when they and the manufacturer each inspected the original glass and agreed to install the same **** glass a second time. Isthe explanation that this fault is only evident when we look out the window as the sun shines through it remotely plausible? It is not acceptable to us.We look through these windows every day and this problem is not going to disappear. While Metropolitan Glass did not manufacture this product we contracted with them toinstall glass we can see through clearly and they did not meet this obligation.

*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. ↩