The Glass Shop

Sloppy installation of mirror, damage to floor, charged credit card without authorization, refusal to address issues The Glass Shop was hired to install shower glass, shower shelf and mirror in our bathroomSee invoice ***, dated January 5, Shower glass was installed right beside our toilet instead of in the centre of the shower ledgeThis issue was dealt with directly with The Glass Shop [redacted] walked into the store the next day and was told "we usually install the glass in the centre." We asked them to correct this and they came back and move the glass to the centreThey left glue residue from the old location on our tile because they did not have the product to remove itLater, we were told that they did us a favour by moving the glass and that we were responsible for cleaning up the residueWe did and it took us hours The Glass Shop came to measure the area for the mirror in January so that it could be cut to fit properlyThe mirror appears to be ins

I had large thermals replaced The crew seemed to be knowledgeable, careful and everything looks great There were no surprises

Sloppy installation of mirror, damage to floor, charged credit card without authorization, refusal to address issues
The Glass Shop was hired to install shower glass, shower shelf and mirror in our bathroomSee invoice ***, dated January 5,
Shower glass was installed right beside our toilet instead of in the centre of the shower ledgeThis issue was dealt with directly with The Glass Shop*** walked into the store the next day and was told "we usually install the glass in the centre." We asked them to correct this and they came back and move the glass to the centreThey left glue residue from the old location on our tile because they did not have the product to remove itLater, we were told that they did us a favour by moving the glass and that we were responsible for cleaning up the residueWe did and it took us hours
The Glass Shop came to measure the area for the mirror in January so that it could be cut to fit properlyThe mirror appears to be ins

The Glass Shops response to customer: [redacted] contacted The Glass Shop interested in two shower enclosures for [redacted] s. [redacted] Visalia, Ca on Wednesday August 23rd and we generated a quote and scheduled to have our estimator [redacted] go out on Friday August 25th . When [redacted] arrived at...

the job site [redacted] measured both the hall and master bath. When measuring for the shower on the master bath [redacted] notified the contractor that granite will need to be notched for our metal to sit into the granite in the master bath. [redacted] let the contractor know that it is up to the contractor or the home owner to contact someone to cut the granite as we install the showers but do not do any fabrication to tile, marble or granite, this is The Glass Shop's policy. We do not contact or have anyone sub-contracted to cut granite for us, it is purely the home owners or contractor's responsibility. [redacted] then marked the granite with blue tape for 5/8" opening as our metal is 1/2". The customer Mrs. [redacted] was discussing shower options with our estimator at the time and was interested in reed glass which is a specific pattern glass. She discussed on going frameless (Heavy shower) or going semi-frameless with the shower unit. [redacted] told Mrs. [redacted] that [redacted] our sales person would discuss options on the reed glass and if it was available for a heavy unit. At this point [redacted] let the customer know reed glass was only available in a semi- frameless unit and not in heavy glass. The customers are stating that this would change the notch width measurement on what [redacted] marked out on the granite with blue tape. Whether it is a heavy unit or a semi frameless unit the metal u-channel that is used in both applications are both the same width at 1/2" so the marked notch is marked exactly the same in both types of shower enclosures. As the heavier units use a thinner walled u- channel and the semi frameless units use a thicker wall u- channel but both have the same outer width dimension. The shower units was ordered on Wednesday August 30th and scheduled for install on Thursday September 14th. When [redacted] our installer went out on Thursday September 14th [redacted] arrived for installation and upon walking into the master bath noticed the granite was marked for notching but was not cut prior to installation. He then notified Mr. [redacted] that he would need the granite cut prior to install as it is the contractors or home owners responsibility to have prepped. Mr. [redacted] then contacted an unknown source to cut into the granite. This is "[redacted]" as stated by Mr. [redacted] on his complaint. "[redacted]" then arrived at the job site and went into to the master bath to cut the granite. Prior to "[redacted]" arriving at the jobsite my installer [redacted] placed our metal u-channel up against the notch marked out to make sure it was in the correct place and was the right size and verified everything was correct. "[redacted]" began cutting into the granite meanwhile [redacted] our installer was installing the other shower enclosure into the hall bath. "[redacted]" then went into the hall bath to find [redacted] our installer to ask him for pliers to use to take off the blade that was the wrong size and change out the blade to finish the cut because he didn't have the right tools to change his blade. [redacted] our installer provided this for him to change the blade. After the cut was done [redacted] our installer went in and noticed that the cut was made into the tape on both sides of the notch marked out Instead of in between our tape. Hoping this would be okay he continued the install on the shower. After placing the u channel in the granite, Mr. [redacted] was present and began to point out the gap on the granite notch. He then pulled [redacted] our installer off of the install. [redacted] then made a phone call to myself, [redacted] the General Manager of The Glass Shop about the issue on the shower installation. The following day I brought in my sales staff and [redacted] our estimator to discuss the issue at hand. [redacted] let me know he marked it out exactly 5/8' as he has done throughout his 22 year career with The Glass Shop. I then contacted [redacted] the day after following my conversations with my staff. I scheduled myself out immediately to meet with [redacted] to go over the matter at hand. Upon arriving at the jobsite Mrs. [redacted] was upset and voiced her opinion on who was responsible for the notch being cut to wide. I then told her I didn't want to have any type of confrontation that I wanted to have a conversation to solve the issue at hand. I explained to her that [redacted] our estimator has been working for The Glass Shop for 22 years and he has marked out hundreds of these showers and has not made a mistake on size as there is only one size to the u-channel whether it is frameless (heavy shower) or semi-frameless on the shower enclosure. I had brought out examples of the u-channel and showed her the differences and that the outer widths are exactly the same. She then tried to argue that those are not the "clamps" for the frameless showers. I then explained to her that yes they are the correct u-channel for both types of showers. I then said we do not carry anything wider for those type of shower enclosures so there would be no reason for [redacted] to mark out a 1 1/2" notch. I could tell Mrs. [redacted] was getting upset by my statements on what happened because I told her it was the person that cut the granite responsibility. I then told her I would speak to Jeff Theis the owner of the Glass Shop on the matter and could possibly have to get the insurance involved.  After letting Jeff know all the facts we discussed the matter and determined that it is not our responsibility but the person "[redacted]" that cut the granite because he did not cut the notch per our layout marked by [redacted]. I then contacted [redacted] to let her know she would have to contact the guy they had cut the granite and get his insurance involved as we do not have any responsibility for his mistake of the cut. She said she would get her insurance involved and hung up on me. The Glass Shop would be responsible to remove the shower unit for Mrs. [redacted] to have the granite fixed by others from the responsible party. We would then go back to finish the install after the granite has been fixed.We contacted [redacted] on Thursday October 12th and had an open conversation about meeting with everyone that was involved. We are currently waiting on [redacted] to contact The Glass Shop to have all parties involved. We are currently waiting on [redacted] to contact The Glass Shop to have all parties involved to meet on a scheduled date at [redacted] S [redacted] to discuss what happened.