At the time of sale, our customers are provided a packet of
information that includes our lifetime warranty and the information regarding
*** *** glass. Our lifetime warranty covers the
installation of the enclosure, while *** provides the lifetime warranty
on
*** glassThe brochure about *** explains that it requires
lower maintenance than regular glass and offers cleaning instructions. It
does not mention a “streak-free” guarantee. Warranty claims on
*** must be submitted by the customer to *** directly, per their
protocol, which is why the customer was directed to contact the vendor directly.
However, a visit has been scheduled for Monday 10/to inspect the glass and
provide *** *** with additional warranty and product information. We feel that a
resolution has been reached to address and corrective action is taking
place
return $1650 to [redacted] DEFECTIVE WORKMANSHIP BY SHOWER DOORS OF HOUSTON LIFETIME WARRANTY FOR FRAMELESS DOOR WORKMANSHIP IS DEFECTIVE SHOWER GUARD IS TO NEVER COME TO 9107 Haverstock
The customer was made aware that the broken tiles occurred due to the type of tile they are. As they are glass tile, there is no way to guarantee they cannot break during installation. However, we agreed to refund the customer a portion anyway and replace the chipped panel. The glass was...
reordered on 11/11/2016, per my discussion with the customer. However, he said he was not ready to have us back at his home yet for personal/family reasons. I have been waiting on the customer to contact me that he is ready for this and then we can proceed with the refund.
Since the customer will not allow us to fix the leak, we will
refund him the $200 he requested. However, we will not service this shower door
in the future. We will mail him a check for $200.
Money has been refunded and plans are in effect to finish the installation. We will be in touch by close of business tomorrow.Regards,Shower Doors of Houston
We have met with the customer outside of regular business hours to meet her scheduling needs. We installed the appropriate parts but she is not satisfied. We have reached out to her to schedule management to meet with her to assess her issues. We are waiting on her response to this offer to further...
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Please provide a date for the record of when the full refund will be mailed.
We sold a custom framed enclosure to [redacted] on
5/5. Our typical lead time is about 10 days, which put our installation
date of 5/20 within our normal time. Since our work is custom and glass
is cut by hand, there can be errors. We provide a warranty, ensuring that
our...
customers get the product for which they paid. Sometimes that means
we have to re-fabricate glass as in this case.
We always schedule 2 hour arrival windows. We will try
to accommodate tighter windows for customers, but we can never make promises to
arrive by an exact time. The custom nature of our work means that some
installations may take longer than expected. In this case, our crew was
not able to arrive until closer to the 2 pm time, but they were still going to
arrive within the 12-2 window. Had that window not been convenient for
the customer, we could have rescheduled for another day altogether, but she did
not request that. We would not promise to be there by an exact time of
12:30.
When discussing these issues with [redacted], I offered
her a discounted rate and an installation date and time of her choosing;
whether that was after hours or on a Saturday. I tried to continuously
tell the customer that we were willing to do all of this for her because of the
issues we had and wanted to ensure she was not further inconvenienced. I
kept repeating these offers to her as she continued to ask for her money
back.
We don’t want to leave a customer unhappy with the product
or service that we provide, which is why we will do whatever is necessary to
correct the quality of the installation rather than just refund the
deposit. We do not typically offer discounts, but I did make that
exception in an effort to make things right. My offer for a discount and
new installation date have still not been accepted. We have offered her
practical solutions with no consideration in return. Our offer is still open - a discounted price of $1,000 total with an installation day and time of the customer's choosing, including outside of our normal installation schedule.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. Sent: Friday, June 30, 2017 1:46 PM Subject: RE: [redacted] complaintThank you so much for your timely responses! Yes, I am happy-- handyman came out to give an estimate and was appalled that a business doesn't have enough sense to even 'knock on the wood to locate a stud. The company WILL come back, remove the caulking that was compromised, glue my existing marble 'back' to the wall, re-caulk, and hang the shower door back up. Thanks again for your help!!!
We installed Mr. [redacted]’s shower door in 2012 and did not
receive any follow up calls for service until this year 2015. He claims
we cracked his tile, but never made mention of this until this year.
There is no way to know if the crack was caused by our crew nearly three...
years
later.
Per our warranty coverage, we went to Mr. [redacted]’s house
and serviced a leak. He complained about this ShowerGuard glass, but we
did not find any defects with the glass. We even left him a bottle of
cleaner that we found to be useful in removing water spots. We informed
him that any further questions or concerns with his ShowerGuard glass must be
reported by him to ShowerGuard directly as ShowerGuard warranties its products
with the homeowner directly.
We received a follow up call to service a leak again, but
upon calling the customer the day of the service, he told our crew that the
issue was fixed already and not to come.
We are happy to provide service if needed, but any concerns
regarding ShowerGuard must be relayed by Mr. [redacted] to ShowerGuard directly.
At the time of sale, our customers are provided a packet of
information that includes our lifetime warranty and the information regarding
*** *** glass. Our lifetime warranty covers the
installation of the enclosure, while *** provides the lifetime warranty
on
*** glassThe brochure about *** explains that it requires
lower maintenance than regular glass and offers cleaning instructions. It
does not mention a “streak-free” guarantee. Warranty claims on
*** must be submitted by the customer to *** directly, per their
protocol, which is why the customer was directed to contact the vendor directly.
However, a visit has been scheduled for Monday 10/to inspect the glass and
provide *** *** with additional warranty and product information. We feel that a
resolution has been reached to address and corrective action is taking
place
return $1650 to [redacted] DEFECTIVE WORKMANSHIP BY SHOWER DOORS OF HOUSTON LIFETIME WARRANTY FOR FRAMELESS DOOR WORKMANSHIP IS DEFECTIVE SHOWER GUARD IS TO NEVER COME TO 9107 Haverstock
The customer was made aware that the broken tiles occurred due to the type of tile they are. As they are glass tile, there is no way to guarantee they cannot break during installation. However, we agreed to refund the customer a portion anyway and replace the chipped panel. The glass was...
reordered on 11/11/2016, per my discussion with the customer. However, he said he was not ready to have us back at his home yet for personal/family reasons. I have been waiting on the customer to contact me that he is ready for this and then we can proceed with the refund.
Since the customer will not allow us to fix the leak, we will
refund him the $200 he requested. However, we will not service this shower door
in the future. We will mail him a check for $200.
Money has been refunded and plans are in effect to finish the installation. We will be in touch by close of business tomorrow.Regards,Shower Doors of Houston
We have met with the customer outside of regular business hours to meet her scheduling needs. We installed the appropriate parts but she is not satisfied. We have reached out to her to schedule management to meet with her to assess her issues. We are waiting on her response to this offer to further...
address her concerns.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Please provide a date for the record of when the full refund will be mailed.
We sold a custom framed enclosure to [redacted] on
5/5. Our typical lead time is about 10 days, which put our installation
date of 5/20 within our normal time. Since our work is custom and glass
is cut by hand, there can be errors. We provide a warranty, ensuring that
our...
customers get the product for which they paid. Sometimes that means
we have to re-fabricate glass as in this case.
We always schedule 2 hour arrival windows. We will try
to accommodate tighter windows for customers, but we can never make promises to
arrive by an exact time. The custom nature of our work means that some
installations may take longer than expected. In this case, our crew was
not able to arrive until closer to the 2 pm time, but they were still going to
arrive within the 12-2 window. Had that window not been convenient for
the customer, we could have rescheduled for another day altogether, but she did
not request that. We would not promise to be there by an exact time of
12:30.
When discussing these issues with [redacted], I offered
her a discounted rate and an installation date and time of her choosing;
whether that was after hours or on a Saturday. I tried to continuously
tell the customer that we were willing to do all of this for her because of the
issues we had and wanted to ensure she was not further inconvenienced. I
kept repeating these offers to her as she continued to ask for her money
back.
We don’t want to leave a customer unhappy with the product
or service that we provide, which is why we will do whatever is necessary to
correct the quality of the installation rather than just refund the
deposit. We do not typically offer discounts, but I did make that
exception in an effort to make things right. My offer for a discount and
new installation date have still not been accepted. We have offered her
practical solutions with no consideration in return. Our offer is still open - a discounted price of $1,000 total with an installation day and time of the customer's choosing, including outside of our normal installation schedule.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. Sent: Friday, June 30, 2017 1:46 PM Subject: RE: [redacted] complaintThank you so much for your timely responses! Yes, I am happy-- handyman came out to give an estimate and was appalled that a business doesn't have enough sense to even 'knock on the wood to locate a stud. The company WILL come back, remove the caulking that was compromised, glue my existing marble 'back' to the wall, re-caulk, and hang the shower door back up. Thanks again for your help!!!
We installed Mr. [redacted]’s shower door in 2012 and did not
receive any follow up calls for service until this year 2015. He claims
we cracked his tile, but never made mention of this until this year.
There is no way to know if the crack was caused by our crew nearly three...
years
later.
Per our warranty coverage, we went to Mr. [redacted]’s house
and serviced a leak. He complained about this ShowerGuard glass, but we
did not find any defects with the glass. We even left him a bottle of
cleaner that we found to be useful in removing water spots. We informed
him that any further questions or concerns with his ShowerGuard glass must be
reported by him to ShowerGuard directly as ShowerGuard warranties its products
with the homeowner directly.
We received a follow up call to service a leak again, but
upon calling the customer the day of the service, he told our crew that the
issue was fixed already and not to come.
We are happy to provide service if needed, but any concerns
regarding ShowerGuard must be relayed by Mr. [redacted] to ShowerGuard directly.