Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
This job is an unfortunate situation involving an extremely large and heavy piece of glass requiring replacement high up on the wall in the customers foyer. This glass is set into the opening from the inside, requiring scaffolding to reach the bottom of the glass thirteen feet up from the floor. The...
unfortunate thing is that the area on the floor below this glass is not big enough to accommodate scaffolding of the size, strength, and stability necessary to safely support the weight of the glass and technicians to this height. We consulted with several scaffolding companies and worked with our customer through a number of iterations. Our last attempt occurred on Monday, February 22nd, when our Fabrication Manager met with our customer in an attempt to design a custom built platform for the job. Yesterday, I met with our Fabrication Manager in an attempt to design such a platform. We concluded that, with combination of the weight & danger of the glass unit, and the weight of the 4 technicians necessary to lift this glass, we could not safely execute this installation.I called our customer today, explained our decision, apologized for the inconvenience, and agreed to send his deposit back. In our 25 years of business, I can't remember a situation like this. As much as we would like to install the extremely large piece of glass in our shop to satisfy our customer, the safety of our employees and prevention of damage to the customer's home have to take precedence. Although this may be one-time occurrence, we will instruct our field force to watch for this situation in our next training meeting.
This job has taken an extremely long time to get completed, with a number of dropped balls and lack of communication from our - and our vendor's ends. I spoke with the customer today, after having finally received the necessary parts for the install this week. Installation will be scheduled next...
week. We have done work with this customer before and things went very smoothly previously. I apologized for all of the delay and lack of communication on this job.
I spoke with our customer shortly after having received this complaint. We had been awaiting new glass stops (thin pieces of shaped plastic) that hold the glass into the window frame. The original stops had deteriorated over time and could not be re-used for the new glass installation. After...
significant delay in this part order, we received his stops shortly after this conversation and the job was completed on February 5, 2016.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfactory to me. I accept it because there is not much of a choice. The Glass Doctor sent untrained person to quote a project and accept a deposit. So after over 5 months of delaying the work and causing me to rearrange my schedule to meet someone from Glass Doctor 5 different times, I get my deposit back, a sorry and have to take more time off to hire a competent contractor.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
This job is an unfortunate situation involving an extremely large and heavy piece of glass requiring replacement high up on the wall in the customers foyer. This glass is set into the opening from the inside, requiring scaffolding to reach the bottom of the glass thirteen feet up from the floor. The...
unfortunate thing is that the area on the floor below this glass is not big enough to accommodate scaffolding of the size, strength, and stability necessary to safely support the weight of the glass and technicians to this height. We consulted with several scaffolding companies and worked with our customer through a number of iterations. Our last attempt occurred on Monday, February 22nd, when our Fabrication Manager met with our customer in an attempt to design a custom built platform for the job. Yesterday, I met with our Fabrication Manager in an attempt to design such a platform. We concluded that, with combination of the weight & danger of the glass unit, and the weight of the 4 technicians necessary to lift this glass, we could not safely execute this installation.I called our customer today, explained our decision, apologized for the inconvenience, and agreed to send his deposit back. In our 25 years of business, I can't remember a situation like this. As much as we would like to install the extremely large piece of glass in our shop to satisfy our customer, the safety of our employees and prevention of damage to the customer's home have to take precedence. Although this may be one-time occurrence, we will instruct our field force to watch for this situation in our next training meeting.
This job has taken an extremely long time to get completed, with a number of dropped balls and lack of communication from our - and our vendor's ends. I spoke with the customer today, after having finally received the necessary parts for the install this week. Installation will be scheduled next...
week. We have done work with this customer before and things went very smoothly previously. I apologized for all of the delay and lack of communication on this job.
I spoke with our customer shortly after having received this complaint. We had been awaiting new glass stops (thin pieces of shaped plastic) that hold the glass into the window frame. The original stops had deteriorated over time and could not be re-used for the new glass installation. After...
significant delay in this part order, we received his stops shortly after this conversation and the job was completed on February 5, 2016.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfactory to me. I accept it because there is not much of a choice. The Glass Doctor sent untrained person to quote a project and accept a deposit. So after over 5 months of delaying the work and causing me to rearrange my schedule to meet someone from Glass Doctor 5 different times, I get my deposit back, a sorry and have to take more time off to hire a competent contractor.
Regards,
[redacted]