Smith Glass Service Inc

Unfortunately, the pet door had a manufacturer’s defect that put us in a bad position with this customer. Despite the complaints that we weren’t doing anything to fix their problem, nothing is further from the truth. We made multiple efforts by phone and email to get the replacement parts from the...

manufacturer. At one time, we forwarded the email string to the customer showing we were working to get this resolved. When it was apparent we were getting nowhere with the supplier, we ordered an entirely new pet door hoping to finally put an end to this issue for our customer. While they may not have been able to reach Steve each time they called, another representative was always available to talk with them. The irony is that we received and installed the new pet door the day after the complaint was written to the Revdex.com (if necessary, delivery notifications can be made available to prove date of receipt for the pet door). As a third generation, family owned, local company I take customer service issues personally.  I’m very frustrated with the way this situation developed and for the inconvenience it caused our customer. And, I sincerely apologize to them for any lack of communication on our end and for the poor performance of our vendor which triggered the initial issue. Going forward our company will discuss and learn from this experience so that we never repeat it.Sincerely,Bryan S[redacted], President