ComplaintsforAl's Glass Service

• Initial Complaint

  09/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been working with **'s Glass since 10/1/2021 to get the windows in my home replaced. The trim in the basement was done with wood that was not pressure treated and was left exposed and unsealed from 3/30/22 to 6/30/22. I brought this to their attention 3/30/22 and 4/20/22. On 4/20/22 I spoke with the owner when he came to reinstall a broken window. He was unaware the basement windows had been left unfinished. He told me his installers had told him they had completed the work. During this time, the wood frame and siding were exposed to the elements. The windows were sealed on June 30, 2022. However, the windows were sealed with caulking that is not meant for cement, untreated wood is still exposed, parts are still unsealed, light is coming through gaps between the wall and window frame, insulation is missing from the basement and ground level floor windows, the caulking in the upper window has started to crack, parts of the windows' drainage portion is covered by trim or caulk, and there are large gaps in parts of the windows that I was told would be covered up. I am also concerned that the windows in the basement are not tempered glass and that there is not enough space between the window and base of the ground to prevent moisture/flooding damage that is needed for them to be up to code. On 4/20/22 ****** informed me they would not be able to complete the French doors or egress Windows. I paid $300 to have an electrical outlet to be moved at their request to install the French door. I will have to pay to have the drywall repaired since there will not be a French door going in there. There has been damage done to my home from them as well (broken gate, siding damaged, exterior trim was damaged, a light fixture broken, a screen was left bent, two windows werent installed, and one window was left without trim. There is a concern that the foundation of my house has been compromised due to the install of the basement window. I am hoping we can resolve this issue.

  Business response

  10/17/2022

  This customer was refunded the difference of her work order changes (07/01/2022) and we consider this matter closed. She was advised to hire another contractor to finish her work order request. 

  Customer response

  10/26/2022

   
  Complaint: 18122097
  
  I am rejecting this response because:

  This company did not send a refund on 7/1/22 for the difference of my work order amount and they did not provide an itemized receipt as requested. They did not provide any further communication even though I continually tried to contact them. They did not refund me for the damages done to my home, the incomplete work, the cost of the trim that was not completed, the cost of the trim that was incorrectly installed, the broken window, the cost of French door that was not installed, the cost of egress window that was not installed, the labor and materials for the egress window, the cost to have the electrical outlet removed and drywall fixed to install the French doors, and the taxes I paid on these items were also not refunded. They also charged me their cost of two windows, labor, and materials that were not installed at all. They still owe me $5,706.77. I would also like an itemized receipt of what everything cost as I have a concern regarding this companys transparency.
  
  Sincerely,
  
  ***************************

  Business response

  10/31/2022

  An itemized receipt was mailed with the refund check to the customers address end of June 2022.  This customer had not paid in full for the entire scope of work. As the work order was adjusted, removal of the egress window & labor and materials to install, removal of the French doors, and cost of the additional window she had us order in (invoiced at our cost only for new contractor to install), she received a ******** refund for overpayment and advised to have another contractor finish her work order. This appears to be left out of all of the information submitted by this customer. Her two windows remain here, still not picked up. Work order scope had been adjusted due to inability to complete certain items due to extensive foundation problems found at the dwelling and customer was advised to find a new contractor to finish her work order and address the problems at her home. 

  Customer response

  11/11/2022

   
  Complaint: 18122097
  
  I am rejecting this response because: the business did not respond to my emails or calls following receiving the refund check amount as I feel it was not the correct amount. I never received an itemized invoice or receipt. I was never instructed to pick up my windows either. I would like to pick up the windows and the itemized invoice that has the rosy of each window, materials, and labor. 
  
  Sincerely,
  
  ***************************

  Business response

  11/21/2022

  A work order showing explanation of refund with line items being refunded removed was included with the refund check that we see has been cashed months ago. Complaint shows individual stating they request over 6K but never disclosed receipt of refund check via mail nor acknowledge receipt of adjusted work order. Final windows ordered in at customers request may be picked up by customer's contractor only, as the customer is not allowed on our premise due to harassment. 

  Customer response

  12/06/2022

   
  Complaint: 18122097
  
  I am rejecting this response because:

  The invoice received does not show the cost of each window. It has the window cost lumped together. They gave me the money back I had paid for the egress window and French door that was not completed. I did represent that in the excel sheet I sent to them when I asked them for a refund due to the damages done to my home. I have not harassed them. I have only been on the premises one time in which I initially asked for the work to be fixed, ******,r I was so upset and crying by the owners mistreatment I asked that we address the concerns 7/5/22. I have since emailed them 4 times, text them 3 times, and sent them a letter. In all of that I was respectful and attempting to come to a resolution. The last contact I received from Als Glass was 7/5/22 in which I was told, We will definitely ask him what his availability is this week to meet with you when he gets back from the house project they're schedule on this week today. I can update as soon as we go through his schedule. This never happened. Als Glass failed to respond to any attempts to resolved the issue outside of the Better Businesses communication here. I did submit an insurance claim due to concerns regarding the foundation. However, State Farm, informed me Als glass had declined to have the claim investigated. If they would like a 3rd party to pick up the windows I am open to that. I will have them reach out to Als Glass to arrange a time to get the windows. 
  
  Sincerely,
  
  ***************************

  Business response

  12/15/2022

  This customer opened an insurance claim against our business insurance for water damage and foundation issues she alleges was caused by the handful of basement windows installed. We have a piece of trim from the dwelling's basement windows and photos before work was started that says otherwise. This home has extensive structural issues thus the reason ownership discontinued any further work and refunded the customer for the work not completed. This customer did not pay in full and was refunded the difference of overpayment when work order was adjusted to reflect only work completed. 

*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. ↩