ComplaintsforBinswanger Glass

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1. My shower door just "exploded." I was in my bedroom, and heard a loud sound from the bathroom. No one was in the bathroom. The door simply exploded. When I called the local dealer, I was told there is no warranty on the glass from day one. The dealer was nice, but I am stuck with a bill for a new shower door and installation. So what was the cause...who knows? Nickel sulfide inclusions are indicated as a possible cause during the manufacturing process. The shower is ***************, and there has been zero settlement of the bathroom area.2. My shower has leaked every day since day one. I have 45 deg. angle at the shower door. I was told the gap had to be 3/16". I believe my installation is wider than that. After every shower, I have to mop up outsided the shower. Don't buy a 45 deg installation where the door goes to the floor. Binswanger should either fix the problem or not install a door on that angle.Overall, great product, and great local dealer who responded quickly to my needs. Unfortunately, I am not happy with the resolution of having to pay more money and being stuck with a very expensive bathroom remodel that has a leaky shower.Also, while Binswanger has an 800 number nationwide, they ask you for your zip code and route you to the local dealer. I found this frustrating.

  

  Business response

  04/05/2024

  We have made contact with the customer, and this is being resolved.  See correspondence below.

  From Binswanger:
  

  Good afternoon, I wanted to reach out directly to provide the quote for replacing the shower door glass that is broken. We understand the frustration with this situation and in hopes of providing a little good will faith with Binswanger we have applied a $250 discount off the replacement.
  
  ****** mentioned during her recent site visit she was informed the shower leaked since it was installed, but we had no record of any issues. Unfortunately, when it comes to frameless shower doors they are not designed to be 100% water tight.However, if you experience excessive leakage, please let us know so we can elevate and correct the issue.
  We cannot warranty against glass breakage due to the fact we cannot determine the cause.
  Please note our labor warranty is for 1-year.
  
  Please find the attached quote to replace the glass with new gaskets, seals and handle. Let us know if you would like to proceed. If you have further questions or concerns please do not hesitate to contact me. 

   

  From the customer: 

  Thank you so much for looking into this matter.  We appreciate your assistance and would like to proceed.  Please let us know what the next step is.  I assume ******* will be in touch once the replacement door is received locally in order to set up a time for installation?

• Initial Complaint

  07/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a shower door from this business and within 22 months the material began to rust. I contacted the branch manager who offered to replace the material at a fee of $350. I told him that I would not pay an additional fee to replace the defective material he sold me. He told me he would contact his supplier. A week later he responded stating that he is having an issue with contacting his supplier and that I should contact the supplier. I told him I didnt purchase the defective material from your supplier, I purchased it from you. I was told by one of his employees that this issue had presented itself previously with other customers.

  

  Business response

  07/20/2023

  The manager of the branch has ordered a replacement header and will be contacting the customer to install at no charge.

• Initial Complaint

  08/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a double pained glass door with a doggie door cut out and doggie door for a large dog. They quoted me two weeks to do the job and it took them over 12 weeks to get installed. The installer had no clue what he was doing and installed it backwards. He also did not clean up after himself and left metal shavings Styrofoam and plastic all over the room. When I called the company and asked them to have someone come back out they sent the same guy and he broke the glass it took 12 weeks to get. I stressed to the company how unhappy I was and would like someone to come out and clean up the mess he made and they sent the same guy who did little to nothing. They told me it would take three or four days because of the issue to get it resolved and get the new glass and now its been over two weeks with zero calls from them I have to call every other day to try to get an update which they never have. I would highly recommend never using this company again as Ive reached out to The Manager ***** more than a dozen times and have only heard from him once. To say I am not satisfied is an understatement and their lack of concern for their technicians carelessness and cleanliness was very upsetting. I have paid them over $1600 for something that still is not done to this day And I cannot get an answer as to win the new glass will be installed

  

  Business response

  08/30/2022

  ***, we sincerely apologize for the delay. Further to your conversation with Binswanger regional manager ****************, unfortunately, there have been major labor and supply chain disruptions for building materials including glass. We are doing our best to minimize any delays and in most cases it's business as usual. We understand that our customer service notified you at the time of order that the lead time for these notched low-e insulating glass units are longer than normal. We sincerely apologize for any inconvenience. Your installation date for this has been scheduled for September 21.

• Initial Complaint

  08/15/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Paid Binswanger Glass $130.44 on 3/11/22 for piece of glass. Ordered placed at Binswanger store on *********** ******, **. Work order no. W083097851. Paid with MasterCard. Glass was to be ready on or before 3/31/22 and store was to call when it was ready. Binswanger closed that location. I never received the glass. Notice on S. Congress door referred customers to *******************. Location. I have contacted ******************** multiple times since early April 2022 and always been told refund was being processed. Six months later, I still have not received a refund. Very bad service from company with AAA rating by BBB.

  

  Business response

  08/16/2022

  We are so sorry. Were normally known for our exceptional attention to detail, and we regret that we missed the ***** We have confirmed with the branch manager that the refund was issued on August 15, 2022. We apologize again and hope to get the opportunity to make it up to you in the future. 

  Customer response

  08/24/2022

   
  Complaint: 17719279
  
  I am rejecting this response because: it has been 8 days and I have not received the refund check that was promised by Binswanger. I will accept the proposed settlement as soon as the full refund check has been received and cleared the bank.
  
  Sincerely,
  
  ***********************

  

  Business response

  09/27/2022

  We have provided a full refund as requested. Check ****** for $130.44 was mailed on 8/24/2022 to the address provided.  The check cleared on 9/1/22. Please withdraw and close this complaint. 

  Customer response

  09/27/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Dear Sirs:I am having a problem getting Binswanger Glass to replace two sidelights. One was broken less than a year after it was installed. Both sidelights on the front door of our home and were previously safety glass as required by law. One had been broken and the other leaked and had moisture in it. On May 3, 2021 I gave ************************* a check to order two new side lights from Binswanger. The job was completed and I gave **************** check on May 27, 2021 for the installation. Both side lights do say Safety Glass; but they are not. One was broken in early May 2022. I called Binswanger about replacing in again.The salesman (******) from Binswanger came to give me a quote on repair and installation. He asked me if I knew that they were supposed to have been safety glass. I said yes, and that is what we paid for. Then he looked at the label and it said safety glass. (I have pictures of the label.) Then, on June 1 the manager, ******, came from Binswanger and said that they would replace both side lights including labor with no cost to us. I asked him when. He said it normally takes 2 weeks, but ours would be sooner. I called at the end of the 2 weeks to see when they would be coming, and they said that they would have to get back with me. When I spoke to ****** and he said that they could not possibly replace them free. It is now July 8, 38 days later and still no response. I am still waiting to hear back from them.I called again yesterday at 12:56pm for ******. He was in a meeting and was told that either he or ****** will be getting back with me. It is now 1:30pm on Friday, July 8, 2022. I am waiting no longer for a response before contacting you. I would appreciate any help you can give me getting both glass sidelight replaced at their expense as promised.Thank you in advance for your assistance.Have a blessed day,***********************

  

  Business response

  07/25/2022

  ********, further to your discussions with our branch manager ******, we're very sorry for the inconvenience and for letting you down. Were normally known for our exceptional attention to detail, and we regret that we missed the ****. Our team has informed us the sidelite replacements are scheduled to be installed tomorrow (2022-06-26).
  
  Once this matter is resolved, we kindly request that you withdraw you BBB complaint and/or any other negative reviews.
  
  Thank you very much for providing us with your valuable feedback.

  Customer response

  07/26/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Billing #:75399999 On December 28, 2021 we contracted to have the glass replaced in 21 windows for a total of $15,199.57.The glass in several windows was installed incorrectly and/or the wrong size.I emailed the ******* office (email attached). They called on April 1st. I was told a manager would contact me the week of April 11th. I was never contacted. I then emailed the **** *********************** (email attached). Again I was never contacted.I have attached the order, copy's of the email's text, photo's of some of the windows.

  Customer response

  05/05/2022

  See Attachment/File: Attachments

  

  Business response

  05/16/2022

  Further to our discussions, Binswanger Glass area manager ********************* is scheduled to meet with you at your home on May 17 to resolve the issue. We apologize again for your experience and look forward to making it right. If you agree to ******* solution, we request that you withdraw your BBB complaint as soon as possible.
  
  Thank you
  
  Sincerely,
  
  Binswanger ************* Team

  Customer response

  05/18/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I did meet with ********************* and he did propose an acceptable solution. I cannot say I want this matter closed until the solution is completed. Upon completion I will update BBB with a response.

• Initial Complaint

  04/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Two months ago they installed a windshield. The top part of the windshield is stuck out and it will not pass inspection. I have called several times and they continue to give me the runaround.

  

  Business response

  05/09/2022

  ****************,
  
  We are still attempting to locate a replacement for your R/V windshield and were surprised to receive your BBB complaint. We thought we had worked out an agreement. Unfortunately, further to our discussions, we are having difficulty sourcing a replacement windshield due to the age of your **** recreational vehicle. The original windshield replacement was complicated to find. Our expert, auto glass opinion, is that the tape was pulled off the windshield too soon after installation to allow the adhesive to cure. Our store manager offered to remove and re-install; however, there is a chance the windshield could be damaged. We also offered to continue sourcing a new replacement at no charge, which you accepted. We have an extensive network of suppliers and will continue to source a new replacement windshield. We hope you will reconsider and withdraw your complaint and help us find a satisfactory resolution.
  
  Sincerely,
  
  Binswanger ************* Team

• Initial Complaint

  01/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I hired Binswanger Glass #XXX XXXX ************** in Arlington, TX to provide glass enclosures for my bathroom shower. I paid $2126.05. When the work was to be completed they didn't have the materials to complete the job as they said there would be a gap. They said they could order the right products. They came out a second time with the same materials and I again said no. The third time they came they said they don't have the materials and I said I wanted my money back. It has been three months with no resolution and I have not received any funds. I went into the office on 12/30/2021 and stated I wanted my funds back as they could not do the job. Jeff Emerson was the manager on duty and said the original manager that sold me the job was let go and he would contact corporate to get my funds. I have heard nothing and I reached out to Robert the owner of the business in Arlington to no avail. I would like my money back as the job was not completed and they are not able to complete the job without leaving a gap.

  

  Business response

  01/20/2022

  Business Response /* (1000, 5, 2022/01/07) */ Ms. *********, Our team has met to discuss your experience and we're very sorry for the delay in your order. As Binswanger Glass branch manager **** ******* explained, the disruptions in the global supply chain have caused delays for nearly all building materials including some shower parts. We regret that the extruded H-bar for your shower unit was affected by the many factory, shipping, and port delays around the world and was back-ordered from our supplier for 3 months. We are doing our best to minimize these delays and in most cases, it's business as usual, however, unfortunately, interruptions outside of our company's control can happen. We sincerely apologize again for this delay. Further to your conversations with ****, we offered to finish your shower with the back-ordered part this week however you declined and demanded a full refund. To resolve this matter quickly, Binswanger's leadership is prepared to offer a full refund as long as you withdraw the BBB complaint and delete/refrain from posting any online reviews, social media posts, or comments including but not limited to Facebook, Yelp, Google, BBB, or any other platform. Our team has pre-authorized your refund of $1063.98. If you agree, please resolve this BBB complaint, delete any negative reviews, and we will mail you a check for the full amount. Consumer Response /* (2000, 7, 2022/01/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received a check for the incomplete services. Therefore, you may close the claim.

*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. ↩