Rex Glass & Mirror Co Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
There is no issue as to the quality of the shower doors. They are high quality doors, the issue is the COLOR. I ordered clear glass doors and they are clearly tinted green.When I spoke with the gentleman from Rex Glass and he was so combative with me, there is no way that I would invite him to my home to see the doors. I have attached photos of my bill of sale with Rex Glass and photos of the doors (which are greener than they appear in the photos). I would have been happy with a partial refund, although, Rex Glass told me there was nothing that they would do for me
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.When I first called Rex Glass, I spoke with ***, who said he would check his schedule & get back to me with a date that he could come and look at the doors. He never called back. Only after I filled a complaint with the Revdex.com , *** *** called me back ONCE and left a message, not the numerous times that they claim. I returned the call and left a message. Ten days later they finally called back and I spoke to a man that was very hostile, obviously upset about my complaint & wanted me to call the Revdex.com & withdraw it. As he stated, I ordered a clear pattern glass and the glass they installed is green. He became extremely demanding saying "that's just the way the glass is". His voice escalated and he said that there was NOTHING that they could do for me since the glass was custom made for the space. At that point I told him that the conversation was over, said goodbye, and hung up. I would have been happy with a partial refund, but nothing was offered. The gentleman at Rex Glass was very unprofessional and was not willing to compromise. Now I am stuck with these very expensive green doors that I did not order. I do not have "buyers remorse, I just had a fabulous $bath tub unit installed and wanted these doors to compliment it. I don't mind paying for a quality product, but I want what I orderedThe glass doors are beautiful but GREEN, not the clear doors that I orderedI guess it's my fault for ordering from a small 3" square sample piece rather that seeing the full door in a showroom setting. Bottom line, I ordered clear glass and they installed green glass. All I can say is "buyer beware".
Regards,
*** ***

Complaint ID #[redacted]Filed Against Rex Glass & Mirror Company12/29/2014From:  [redacted]          [redacted]  [redacted]          [redacted]  [redacted]To:  [redacted]      The Better Business...

BureauOur company was asked to contact the customer from a second party who does bath remodeling.  The second party showed the customer the actual glass samples of the various products we can provide, from which she selected a clear, patterned glass and style of the shower enclosure.  We received a contract signed by the customer from the second party and proceeded to process the order, as we do on a weekly basis with many customers of this second party.  We had never met with the customer in person, and provided the exact products as specified on the contract.  The glass in question is a rather common glass widely used in the shower door industry, and has been previously purchased by many customers of the second party.  There have been no complaints from any of the previous customers with regards to the appearance of the glass.The make-up of most glass products include chemicals that give the glass a green hue.  The thicker the glass becomes, the more apparent the green hue. The polished edges of a piece of standard clear or textured glass will exhibit the strongest color of green, as the edge acts as a reflective prism as though you are looking through the width or length of the glass.  This is nothing new.  Just look at the edge of any glass shelf or a glass table top in your home and you will see color hue.  If you look at the flat side it appears clear to the average eye.  All window glass in a home is no different, only you cannot see the edges and therefore do not see the green in the edge.  The sample glass that the customer viewed with the second party would have the same properties as a shelf or table top.  We furnished the glass as our contract stated, which is a clear, patterned glass.When we first heard that the customer was not happy with the glass, we made contact and politely asked if we may come to the home to address the issue. While on the phone, we attempted to discuss the properties of why the "edge" has a green hue.  The customer didn't care for an explanation and simply stated that she wanted clear glass and she was sold "green glass".  We again politely asked if we may bring out glass samples to simply show no one was deceived.  We first and foremost wanted to make certain that the customer did indeed receive the right glass as per the order and that it was up to quality standards.  We were told that "if we came to the home and could not make the green cast disappear while we were there, then why bother coming".  The request in itself is impossible. After numerous unanswered phone calls and messages to speak with the customer again, our sales manager finally got through and politely asked again to visit and address the issue in person.  The customer was not receptive to our request, stating again "if we can't make the glass change colors while we are there, why bother, and rudely hung up the phone.  That was the last contact we have had with the customer.We are still open to visiting and attempting to resolve the issue if possible.  We feel we have a customer who is now having "buyers remorse" with their selection of products.  We have never even met with the customer to discuss the shower door itself, let alone advise color co-ordinations and other design concerns as stated in the complaint.  We are not interior designers and make no claims to being such.  We were simply contracted to provide a product and did so to the highest industry standards as specified.  I may be reached at ###-###-#### if any further correspondence is required.Sincerely,[redacted]Rex Glass and Mirror

[redacted]The Revdex.comComplaint #[redacted]Responce #2Anytime we have a customer who feels the product we supplied is not up to quality and industry standards, we believe we have a right to visit the job site to inspect and resolve the issues. In this case, the customer has refused to allow us this opportunity. As stated before, we have never met this customer and had no personal contact with her prior to the purchase. We were asked to supply a product we have supplied to others many times and have had no issues. This is the first complaint we have ever had with her particular reason for being dissatisfied. As stated in our last response, our door is still open for a resolve if we can visit the job. We have three showrooms displaying 50-60 shower doors for our buyers to be aware, and we welcome their visits with open arms. We have nothing to hide. We hope to at least be allowed to see the problem we are being accused of creating.Sincerely[redacted]

Review: I purchased shower doors from this company on 11/7/2014 at a cost of $919. When I ordered them, the glass sample I was shown was a clear glass with a texture. When the doors were installed on 12/13/2014 the textured glass has a green tint, not clear. My daughter was home for the installation, I didn't see the doors until after the installer was gone. The color is terrible! I would have NEVER ordered them if I knew they would come out green. I called the company and was told that is just how they are, the gentleman I spoke with said he would come out and "look at them", he would check his schedule and get back to me. That was the last I heard from him and it has been weeks. I don't understand why he would want to "look" at them, that isn't going to change the color. I am very upset, these doors are very expensive not to be what I ordered. I want a refund. I now have to go to more expense now & try to find ceramic floor tile, etc. to try to match this color that I did not order.Desired Settlement: I would like a refund, since the doors "come like that" and can't be replaced

Business

Response:

Complaint ID #[redacted]