Complaints

This profile includes complaints for Binswanger Glass's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Binswanger Glass

  Memphis, TN 38120

  
• 

  Binswanger Glass

  822 S Range Line Rd Joplin, MO 64801-5506

  
• 

  Binswanger Glass

  747 Meeting St West Columbia, SC 29169-7351

  
• 

  Binswanger Glass Company

  4195 College St Beaumont, TX 77707-3901

  
• 

  Binswanger Glass Co.

  502 N Walnut St Sherman, TX 75090-4953

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My glass shower door started sagging within 10 months of install. I called to let them know and they did nothing about the issue other than telling me I would pick up a new sweep to install myself on the bottom of the door. I called a few months later and they said I was now out of the warranty window and would have to pay for a new shower door. They told be I would have to provide proof I had called before warranty was over, but they changed their phone number and would not provide me with what the number used to be. I would not recommend a company that operated by taking advantage of the consumer. Should have sent someone out the first time I called and the tech that did eventually come out said the same thing. Situation was handles wrong by their dispatcher and they don't want to take responsibility. The *** *** Hand, was no help at all. I now have a chip in my door they refuse to take responsibility for and she door keeps sagging.

  

  Business Response

  Date: 03/18/2025

  This Complaint has been resolved. The original Shower Installation was back in 2023. Our ******* ship warranty is only valid for 1 year after the installation. The customer Has Agreed upon speaking with *** H that our Company will Warranty the Chipped shower glass and she will provide payment for the installation.

• Initial Complaint

  Date:09/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been trying to get a window and shower glass installed for 3 months. On June 24, 2024, we gave them a check for $1,799.92 so they would order the glass. There is no communication until I reach out to them. Once I call they tell me the glass just came or they call back and act as though it's not in response to me calling. They have come out 5 times and each time there is another reason why they can't finish the job -- the glass is broken, the door is the wrong size, the glass is not cut correctly. One time they left without telling us the status or that they were leaving for the day. There has yet to be any urgency to communicate or to fix the problem.

  

  Business Response

  Date: 09/20/2024

  We have Contacted the customer and have them on schedule for Tuesday September 24th to complete this install.

  Customer Answer

  Date: 09/20/2024

   
  Complaint: 22254060
  
  I am rejecting this response because:
  

  We have scheduled an appointment for them to come out and measure again. This basically starting over with a new undefined amount of time before they attempt install the glass for the 6th time. We have different people involved this time but yet to see if this time is any different. My expectation is that the week of October 7th the job is either finished with quality work or my deposit is refunded.

   

  Sincerely,
  

  
  ***** ******

  

  Business Response

  Date: 10/23/2024

  Thank you for bringing this matter to our attention. While Binswanger was able to complete the work for ***** and our installers indicated that he was satisfied with the results, I want to sincerely apologize for any frustration caused throughout the process. At Binswanger, one of our core values is to "Do what's right for the customer, period," and we are committed to upholding that standard in every interaction.

  We fully understand and share in ******* concerns regarding this situation, and we agree that the experience was not up to our usual standards. Please know that we take this seriously and are always striving to improve.
  

  If any further follow-up is required or if there is anything more we can do, please do not hesitate to reach out.
  

  Best regards,

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

  VP Customer Service 

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

• Initial Complaint

  Date:07/30/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order (Q-36443) and paid in full last Tuesday 7/23 for a custom piece of glass quoted at $145.01 (with taxes included), I received a call at 9 AM the following morning from one of their techs saying it would now be around $600 although I have my quote and receipt stating it was $145.01. He said his manager **** would call me back later that day which never happened.I've called back 2x now, Friday 7/26 and today, Tuesday 7/30 asking to speak with the manager **** and haven't been able to reach him or received a call back.

• Initial Complaint

  Date:03/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:07/17/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:08/23/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:08/15/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:07/08/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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,
  
  ***********************