The Glass Guru

It appears that there was an oversight in the check being mailed we mail a check to the address we have on file immediately and hope that this resolves the issue for this customer.Sincerely,John W***Owner

Complaint: [redacted] I am rejecting this response because:MrW [redacted] was aware of the damage done by his employee who told me he had no training I had to hire another contractor to replace some of the panes installed by the Glass Guru because they were the wrong size - also to complete the unfinished work I told John not to send the employee who messed up the windows but John could have come himself I am seeking reimbursement for what I had to pay the 2nd contractor Regards, [redacted] ***

My Wife and I contacted the local Oklahoma City office to repair a broken window in our home approximately 5 weeks ago. Their technician came out and assessed the damage and gave us a quote and stated that we were free to obtain other quotes, but if we wished to contract with them, I needed to pay half for a deposit with the balance due upon repair in approximately 2 and a half to three weeks. I gave the estimator a check to initiate the service and he informed me that they would call when the glass was ready. Unfortunately the number given to his office is a landline that doesn't receive texts, which was how they attempted contact. After us calling them to schedule service, on the day of service we were given the excuse that it was "too dangerous: to complete that day and they would contact us to reschedule. We have called twice requesting a call back and are still waiting for a response establishing a service date. If I don't hear in the next 48 hours I will expect my de;posit returned and seek out a more reputable company. James Feld, Edmond OK

I was unaware of any additional damage to any of Ms***' windows Because the windows were not a common type and were discontinued, we had to use the best beading we could to match Ms [redacted] made it clear that she did not want my crew coming back to her homeMy records show that there was a $balance owed to our company which I waived because Ms [redacted] didn't allow us to returnBest regards,John W***The Glass GuruClear Vision Enterprises, LLC

This customer cashed his refund check, so we consider the matter resolved.
Regards, *** ***, The Glass Guru of Fort Collins

I was unaware of any additional damage to any of Ms***' windows Because the windows were not a common type and were discontinued, we had to use the best beading we could to match Ms*** made it clear that she did not want my crew coming back to her homeMy records show that
there was a $balance owed to our company which I waived because Ms*** didn't allow us to return.
Best regards,
John W***
The Glass Guru
Clear Vision Enterprises, LLC

It appears that there was an oversight in the check being mailed.  we mail a check to the address we have on file immediately and hope that this resolves the issue for this customer.Sincerely,John W[redacted]Owner

I was unaware of any additional damage to any of Ms. [redacted]' windows.  Because the windows were not a common type and were discontinued, we had to use the best beading we could to match.  Ms. [redacted] made it clear that she did not want my crew coming back to her home. My records show that...

there was a $192.00 balance owed to our company which I waived because Ms. [redacted] didn't allow us to return. Best regards,John W[redacted]The Glass GuruClear Vision Enterprises, LLC

Complaint: [redacted]
I am rejecting this response because:Mr. W[redacted] was aware of the damage done by his employee who told me he had no training.  I had to hire another contractor to replace some of the panes installed by the Glass Guru because they were the wrong size - also to complete the unfinished work.  I told John not to send the employee who messed up the windows but John could have come himself.  I am seeking reimbursement for what I had to pay the 2nd contractor.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Regards,
[redacted]

Initial Business Response /* (1000, 6, 2015/10/13) */
Glass Guru will refund the customer $150.00. Glass Guru is sorry for they are not satisfied. Glass Guru would like to remedy this situation as soon as possible.

Scratch found on glass less than a week from delivery. Company will not replace.In early July I order glass for an outdoor dining table. It was delivered on Friday, July 29th. I did not use the table until Thursday, August,4th. Prior to that the table was covered with an outdoor protective cover. When I discovered the scratch late evening on the 4th I called them on Friday, August 5th. The receptionist apologized for the damaged found and indicated she would be placing the order for a replacement glass. On Tuesday, August, 9th she called me back to inform me that they would not be replacing the glass because the glass company said it was outside of 24hrs upon delivery. This policy was never disclosed prior to ordering, isn't provided on their website and was not verbally indicated when delivered. If you are only giving your customers 24hrs to find damage I would expect there to be something I sign off on before you leave my residence stating this and a agreement that I inspected and found no damage before your departure or shortly there afterwards. After talking with the manager it was clear he was not interested in resolving this problem. He had one defensive excuse after another. Example of his responses: the receptionist has only been working with us for a few months. He didn't see the scratch. How does he know I didn't scratch it. His boss isn't going to allow it. Desired SettlementInitial I had requested a replacement of the glass. After understanding their business practices and policies which are not disclosed to the customer until their is an issue I would now like a refund. Business Response Ms. [redacted] did in fact order a patio table top from us and it was delivered on July 29 by [redacted] and [redacted] both. They stated that Ms. [redacted] was very happy with the product and [redacted] even helped her put the cover over it. I did contact the supplier of the glass and asked if they would warranty, however since there was no scratch at the time of their delivery, they would not. We have a 24 hour window to report damages to them. [redacted] is our supplier. The day the table top was delivered to our office, there was no scratch detected, in fact it was checked off as acceptable by [redacted] Coats in our office. We did apologize to Ms. [redacted] for there being a scratch there but we do not know how or when it happened. She did not notice anything at all wrong on the date of delivery. Ms. [redacted] paid the remaining balance on July 29 also and we do not collect the balance until the work we've done is approved. Thank you. Consumer Response If you note the responded never said that I was ask nor did I check for scratches. The glass was cleaned with glass cleaning solution and some smear residue was left prior to covering the table. The scratch is 2.5 inches on a 71 inch table. It would not be unreasonable for that to be overlooked unless you thoroughly inspect. Had I known I had 1 day to find a problem I would have on the spot even with it being extremely hot that day. I had planned on wiping it off again prior to using it which is when the scratch was detected. There is no written or verbal communication regarding a 24 hour policy to find damage or defects. After checking their website again there is no warranty mentioned. If you do not have one that in itself should be stated. I believe the scratch occurred during transit and this company has to pay [redacted] out of pocket if that happens. These practices keeps their cost at a minimum even if its at the expense of the customer. I have yet to place anything on the dining table. The scratch is to deep to have happen from a paper towel! This issue is not resolved. I would like a replacement glass or a refund. Final Business Response We will not be issuing a refund or getting a replacement piece of glass due to the length of time after delivery the complaint was made. The customer was present at the time of delivery, inspected the glass and paid for it. Anything could have happened after the technicians left the property.

Incomplete and Poor Quality of Window Install* Email sent to Glass Guru on 6/23/15:[redacted],This is NOT what I would have expected to hear after over one week of silence...the "manager" MUST come back on site and look at the work completed...this is MORE than touch up paint!! There is molding that was incorrectly put back up, wrong sized windows, crack/broken wood trim, exposed, non-flush nails (which is pretty hard to paint if you have not set them properly), etc. as listed in my email below. For goodness sake, you even replaced a wrong window! Look at the list below. If I do not hear from you this morning about a revisit to fix this issues I will be forced to take additional measures, including but not limited to reporting you to the Revdex.com, your Glass Guru corporate franchise in CA, etc. I am sorry to have to do this, but if your short response to my numerous issues is all you will give me than you have forced my hand. Please respond before 10am today or I will take further action.* Email received from Glass Guru 6/23/15:Good morning [redacted]!I've talked with the manager this morning and he states that he was on the job site and it was disclosed that there would need to be some touch up painting, etc. done. He says the job looked good when he inspected. We apologize for any inconvenience to you.Thanks,[redacted] Email sent to Glass Guru on 6/22/15:[redacted],It has been over 1 week and I have heard nothing back from you? Please provide an update. Regards,[redacted] Email received from Glass Guru 6/16/15:Good morning [redacted]!I forwarded this information to upper management and I know they were reviewing yesterday afternoon so I should hear something by lunch today. I'm sorry for the delay. Thanks.[redacted] Email sent to Glass Guru on 6/15/15:[redacted],Have not heard back from you. Please respond. Thank you. Regards,[redacted] Email sent to Glass Guru on 6/13/15:Hi [redacted],I just got back from a business trip so today was really the first day I could look at the window project. I must say, the windows that were replaced are all crystal clear which is great, but I really must say the finish work is absolutely terrible and it also seems you replaced an incorrect arched sash and the one that was supposed to be replaced was not. There was also a mess left at each window sill that I thought would have been cleaned up, exposed nail heads, gouged wood left un-repaired, etc.I just walked around to each of the 11 windows and here is what I see.Kitchen sink window upper arched sash - Was not replacedKitchen bay middle rear door - Poor exterior finish including non-flush staplesKitchen bay middle upper arched sash - some non-flush interior finish nails and excessive silicone exterior caulk - but all and all the best window completedKitchen bay right side window bottom sash - Terrible overall, exterior molding is a wreck and is popping out in bottom corners, window itself seems too small and is showing black trim of IGU.Kitchen bay left upper arched sash - Was replaced but was not on list??Family room French door upper arched sash - Poor inside molding finish, gap in trim and cracked piece not able to fit, excessive exterior siliconeFamily room right window upper arched sash - cracked trim piece, non-flush finishing nails, excessive exterior siliconeFamily room left window upper arched sash - cracked trim piece, non-flush finishing nails, and excessive exterior siliconeFamily room left top operable sash - good overallLiving room right bottom operable sash - bent outside trim around windowSecond floor front hallway upper arched sash - Poor inside molding finish, really messyThird floor front upper arched sash - Crappy finish work on inside molding, really messy, excessive siliconeThis was NOT what I was expecting from a finish job. Please let me know when someone can come back to finish the work properly. Thank you.Regards,[redacted] Work completed by Glass Guru on 6/10/15Desired SettlementI would like to have the work completed in a quality fashion as noted in my complaint...nothing more, but nothing less.Business Response The technicians of the Glass Guru of Raleigh, [redacted] have gone back out to the job site to meet with Mr. [redacted] and discuss what needed to be done to resolve this. They have ordered a piece of glass which is expected to arrive in shop on Fri., July 10, 2015 and we will be back in contact with Mr. [redacted] to get this installed. If Mr. [redacted] needs any further work, it will be done at that time. Mr. [redacted] and the technicians both seemed satisfied with the outcome. Thanks. [redacted]

Review: I contracted with Glass Guru on April 14th, 2016 for their window repair service on 7 Windows. They began their service that date and found 4 more window needing repair. I contracted with Glass Guru on April 20th, 2016 to repair the additional 4 windows. A total of 11 Windows. They drilled a single small hole in all of the 11 windows and sprayed a solution into each window which eliminates the fogging. I was told the hole in the window would need to remain open for a period of 2 weeks, which would allow the solution to effectively evaporate then the hole would be plugged. As of today's date July 7th, 2016 they have not returned to finish this part of the contract, all of the 11 windows are still unplugged. To make matters worse, small insect have now crawled into the windows thru the hole which has been left unplugged. I can't accurately state how many phone or text messages I have made to rectify this part of the contract. I can accurately state that on July 5, 2016 I contacted the Glass Guru Corporate live support, which was offline but allows for a voice message, which I left and same day filled out a "Quick Contact Form" asking for help, no response. On July 6th, 2016 I went back on line to Glass Guru Corporate live support connected and was told the situation would be immediately reported. Same date, July 6th, 2016 I called their posted contact phone number [redacted] and left another message. I have not received any response from Glass Guru Corporate.Desired Settlement: Complete this part of the contract now.

Consumer

Response:

Clarification as of this date August 2nd, 2016. We currently have 8 windows that still have insects inside of them. We have two (2) windows that were replaced and are defective. We have one (1) screen that we have not received.

Review: [redacted] of the Glass Guru of Truckee came to our house on July 7th, 2014 to look at some problem windows. He said he could repair two windows but a third window would need to be replaced. There were also some minor window screen repairs he said he would do. He asked for a deposit of $200. We gave him a check for $200 which has been cashed.About three weeks later a person from his company did come out and do the minor screen repairs. I waited a month after that and then called and emailed Aaron Levy. He sent me an email apologizing saying our paperwork had gotten lost. He said he would reprint it and put us at the top of the list. He sent me that email on Sept. 16, 2014. I waited another month and then began emailing and calling him again. I have gotten no response.Desired Settlement: At this point, I've lost confidence that the Glass Guru of Truckee & [redacted] are a reputable business. I'd like to have a refund.

Business

Response:

Company states: The company talked to [redacted] and his wife and they were very satisfied. We gave the screens to them and returned the $200.00.

Consumer

Response:

Customer states: The company came to my home and apologized and refunded my $200.00.