ComplaintsforTrinity Glass

• Initial Complaint

  11/09/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On October 19, 2021 I asked Trinity Glass in ******** to provide an estimate to put in a shower door in a newly purchased condominium in the ******** area. After back-and-forth via text, I was given an estimate. He needed to measure and he went to the property. I assumed a formal contract with a breakdown of costs would follow, but nothing was ever sent. He sent me a text on 11/8 asking me the status and I told him we went another direction. He then told me that I owed him $150 for the site visit where he measured the space. There was never a reference to any fees and I never signed a contract or committed via text or otherwise to purchase his service - my assumption was he was getting exact measurements to confirm price and provide a formal bid. In fact the contrary is true. I specifically asked him "if we decide to move forward.." and again "what is your schedule if we move ahead?" He proceeded to send me several additional texts that got progressively aggressive after I told him that we would not pay a fee for something we didn't agree to. I blocked his phone number This is a bait-and-switch way to do business and not the way I've worked with any construction trade in the past - getting a measurement and/or coming to see a job before committing to a price that was quoted is definitely the norm. To give an estimate solely via text, ask to come out and measure and then try to charge for a "site visit" after we decided to use another vendor is unheard of. Trinity Glass did not ever provide details on their process: they never sent an official estimate or asked for a signature to confirm services, nor did they let me know in advance that if they did come out and measure and decided to NOT purchase, we'd need to pay a fee. This was only after we let them know we didn't need their services.

  Business response

  05/02/2022

  To whom it may concern regarding this complaint,
  
  The customer ********************* contacted us about a quote on a shower door on October 19th 2021. Like with all our customers we communicate our price and materials through text message. Once the customer agrees on the price and ******************** configuration, we set up an appointment to come out to the job site to measure the opening and get a deposit to order the glass. 
  **** agreed to pay the deposit, and proceed. So we scheduled a time to come out.   We never go out to the job site to measure anything unless it's previously been agreed upon. After going to the job site I contacted her for the deposit for the materials so that we could place the order, she told me that she had decided to go a different route. I told her that I would have to charge her   $150.00 for our time  for coming out to measure the job. That's when she said she isn't going to pay anything. I told her that our time is valuable and that's why we communicate through text and establish everything before coming out to the job site so we can avoid wasting time on both ends. She was pretty rude and didn't care that we spent 2 plus hours of our day. I treated her with respect and asked her why she thought it was ok for us to spend the time and not get paid for it especially after she agreed for us to come out. I'm not sure why she is the one upset when we are the ones that took a loss in this whole transaction. I'm sorry that she feels that way. But we didn't do anything out of the ordinary and we've been in business for 20 years with a good reputation because we treat all our customers with respect and clearly communicate with them on everything we do. I'm sorry it took me a while to respond. We have been having trouble with our mail theft.
  

  Thank you
  

  Best regards

  ****************** -owner

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