White Supply and Glass Company

White Supply and Glass initially contracted with [redacted] on 8/15/Per the client’s request, we would be providing him glass with a very advanced Low E solar coatingWhen the glass was delivered to our shop, the coating had a green hue which is common with this style of Low EBut I was concerned that [redacted] might object to the greenish lookSo before we installed the glass, I decided to give [redacted] the opportunity to view the glass at our shop [redacted] could not come in during our business hours so I offered to meet him on my day offAfter seeing the glass first hand, [redacted] decided he wanted a lower grade Low E coating that would have less of a tint to itI made the decision to let [redacted] out of his initial contract and offered him a cheaper proposal for a different Low E product of his choosingIn the spirit of good customer service, the cost of the initial glass order was absorbed entirely by White Supply and Glass On September 5, 2012, [redacted] signed off on the new proposalPer [redacted] request, the warranty details were spelled out clearly on the proposal(we normally offer a separate warranty document) Any warranty issues would be covered 100% in the first year from time of initial installThis 100% coverage was for materials and laborIn years 2-10, the materials would be covered 100% while the labor would notSubsequently, the glass was installed in his house about a month later We received a call from [redacted] in August He felt the perimeter urethane on the insulated glass was encroaching into the face of the glass unitWhite Supply and Glass made a site visit and took picturesOur determination was that in a few spots the urethane had in fact moved about 3/8” inward The pictures were forwarded to the original glass vendorThe vendor determined from the pictures that the seal had not failed but, aesthetically, the glass looked slightly different thus the vendor would replace the pieces of glass at no chargeOf course, per the warranty, there would be a charge for the installation of the new glassAt this point, I sent a new proposal to [redacted] *** The proposal reflected two pieces of glass at no charge and the labor charge to install themThe $labor charge was for men, installation hours and scaffolding [redacted] responded back that he wanted the installation for free or there would be negative consequences directed at White Supply and GlassHis “my way or else” stance led me to believe there was no way to negotiate a lower installation charge(which, I would have done if not for the threats) From the very beginning, White Supply and Glass has been completely transparent in our dealings with [redacted] ***We let him out of his initial contract at no charge but, given [redacted] approach, we’re not inclined to let [redacted] circumvent the parameters of his contract again

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
White Supply and Glass is still not accepting responsibility for the poor quality of the product they installed. I would still have to pay $in installation costs for the replacement windows
*** *** had at least two chances to negotiate a reduction in the re-installation price before I mentioned going to the Revdex.com - when he gave me the quote for $and later when I told him I felt that White Supply should pay for the re-installation - and he did not
The strange green tint he talks about in his reply should have been discussed before White Supply made the initial order. It is good that he did not just go ahead and install it, but again he is the expert and it should have been discussed before the order
If this is not resolved, I ask that the complaint be posted on the Revdex.com site so that others can know about my problems before deciding to go with White Supply
Regards,
*** ***

White Supply and Glass initially contracted with [redacted] on 8/15/12. Per the client’s request, we would be
providing him glass with a very advanced Low E solar coating. When the glass was
delivered to our shop, the coating had a green hue which is common with this
style...

of Low E. But I was concerned that [redacted] might object to the greenish
look. So before we installed the glass, I decided to give [redacted] the
opportunity to view the glass at our shop. [redacted] could not come in during
our normal business hours so I offered to meet him on my day off. After seeing
the glass first hand, [redacted] decided he wanted a lower grade Low E coating
that would have less of a tint to it. I made the decision to let [redacted] out
of his initial contract and offered him a cheaper proposal for a different Low
E product of his choosing. In the spirit of good customer service, the cost of
the initial glass order was absorbed entirely by White Supply and Glass.
     On September 5, 2012, [redacted] signed off
on the new proposal. Per [redacted] request, the warranty details were spelled
out clearly on the proposal. (we normally offer a separate warranty document) Any warranty issues would be covered 100% in the
first year from time of initial install. This 100% coverage was for materials and labor. In years 2-10, the
materials would be covered 100% while the labor would not. Subsequently, the
glass was installed in his house about a month later.  
     We received a call from [redacted] in
August 2014. He felt the perimeter urethane on the insulated glass was
encroaching into the face of the glass unit. White Supply and Glass made a site
visit and took pictures. Our determination was that in a few spots the urethane
had in fact moved about 3/8” inward.  The pictures were forwarded to the original glass vendor. The vendor determined
from the pictures that the seal had not failed but, aesthetically, the glass
looked slightly different thus the vendor would replace the 2 pieces of glass
at no charge. Of course, per the warranty, there would be a charge for the
installation of the new glass. At this point, I sent a new proposal to [redacted].
The proposal reflected two pieces of glass at no charge and the labor
charge to install them. The $700.00 labor charge was for 4 men, 5 installation hours
and scaffolding. [redacted] responded back that he wanted the installation for
free or there would be negative consequences directed at White Supply and
Glass. His “my way or else” stance led me to believe there was no way to
negotiate a lower installation charge. (which, I would have done if not for the
threats)
     From the very beginning, White Supply and
Glass has been completely transparent in our dealings with [redacted]. We let
him out of his initial contract at no charge but, given [redacted] approach,
we’re not inclined to let [redacted] circumvent the parameters of his contract
again.

White Supply and Glass initially contracted with [redacted] on 8/15/12. Per the client’s request, we would be
providing him glass with a very advanced Low E solar coating. When the glass was
delivered to our shop, the coating had a green hue which is common with this
style of Low E. But I...

was concerned that [redacted] might object to the greenish
look. So before we installed the glass, I decided to give [redacted] the
opportunity to view the glass at our shop. [redacted] could not come in during
our normal business hours so I offered to meet him on my day off. After seeing
the glass first hand, [redacted] decided he wanted a lower grade Low E coating
that would have less of a tint to it. I made the decision to let [redacted] out
of his initial contract and offered him a cheaper proposal for a different Low
E product of his choosing. In the spirit of good customer service, the cost of
the initial glass order was absorbed entirely by White Supply and Glass.
     On September 5, 2012, [redacted] signed off
on the new proposal. Per [redacted] request, the warranty details were spelled
out clearly on the proposal. (we normally offer a separate warranty document) Any warranty issues would be covered 100% in the
first year from time of initial install. This 100% coverage was for materials and labor. In years 2-10, the
materials would be covered 100% while the labor would not. Subsequently, the
glass was installed in his house about a month later.  
     We received a call from [redacted] in
August 2014. He felt the perimeter urethane on the insulated glass was
encroaching into the face of the glass unit. White Supply and Glass made a site
visit and took pictures. Our determination was that in a few spots the urethane
had in fact moved about 3/8” inward.  The pictures were forwarded to the original glass vendor. The vendor determined
from the pictures that the seal had not failed but, aesthetically, the glass
looked slightly different thus the vendor would replace the 2 pieces of glass
at no charge. Of course, per the warranty, there would be a charge for the
installation of the new glass. At this point, I sent a new proposal to [redacted].
The proposal reflected two pieces of glass at no charge and the labor
charge to install them. The $700.00 labor charge was for 4 men, 5 installation hours
and scaffolding. [redacted] responded back that he wanted the installation for
free or there would be negative consequences directed at White Supply and
Glass. His “my way or else” stance led me to believe there was no way to
negotiate a lower installation charge. (which, I would have done if not for the
threats)
     From the very beginning, White Supply and
Glass has been completely transparent in our dealings with [redacted]. We let
him out of his initial contract at no charge but, given [redacted] approach,
we’re not inclined to let [redacted] circumvent the parameters of his contract
again.

Review: White Supply & Glass replaced the glass in 2 large 2nd story foyer windows in October 2012. Less than two years later the urethane that bonds the glass to the spacer between the panes has shifted so that it protrudes out into the windows, ruining the aesthetics. The window manufacturer will replace the glass inserts for free, but White Supply and Glass will charge full installation labor ($700) to replace the window inserts. Even though there was only a one year warranty on the installation labor, I believe that White Supply is still responsible for the quality of the product they install. In fact the one year labor warranty compared to the 10 year warranty by the manufacturer implies that White Supply is not confident of the quality of their product.Desired Settlement: I want White Supply to replace the windows at no cost.

Business

Response:

White Supply and Glass initially contracted with [redacted] on 8/15/12. Per the client’s request, we would be

providing him glass with a very advanced Low E solar coating. When the glass was

delivered to our shop, the coating had a green hue which is common with this

style of Low E. But I was concerned that [redacted] might object to the greenish

look. So before we installed the glass, I decided to give [redacted] the

opportunity to view the glass at our shop. [redacted] could not come in during

our normal business hours so I offered to meet him on my day off. After seeing

the glass first hand, [redacted] decided he wanted a lower grade Low E coating

that would have less of a tint to it. I made the decision to let [redacted] out

of his initial contract and offered him a cheaper proposal for a different Low

E product of his choosing. In the spirit of good customer service, the cost of

the initial glass order was absorbed entirely by White Supply and Glass.

On September 5, 2012, [redacted] signed off

on the new proposal. Per [redacted] request, the warranty details were spelled

out clearly on the proposal. (we normally offer a separate warranty document) Any warranty issues would be covered 100% in the

first year from time of initial install. This 100% coverage was for materials and labor. In years 2-10, the

materials would be covered 100% while the labor would not. Subsequently, the

glass was installed in his house about a month later.

We received a call from [redacted] in

August 2014. He felt the perimeter urethane on the insulated glass was

encroaching into the face of the glass unit. White Supply and Glass made a site

visit and took pictures. Our determination was that in a few spots the urethane

had in fact moved about 3/8” inward. The pictures were forwarded to the original glass vendor. The vendor determined

from the pictures that the seal had not failed but, aesthetically, the glass

looked slightly different thus the vendor would replace the 2 pieces of glass

at no charge. Of course, per the warranty, there would be a charge for the

installation of the new glass. At this point, I sent a new proposal to [redacted]

[redacted].

The proposal reflected two pieces of glass at no charge and the labor

charge to install them. The $700.00 labor charge was for 4 men, 5 installation hours

and scaffolding. [redacted] responded back that he wanted the installation for

free or there would be negative consequences directed at White Supply and

Glass. His “my way or else” stance led me to believe there was no way to

negotiate a lower installation charge. (which, I would have done if not for the

threats)

From the very beginning, White Supply and

Glass has been completely transparent in our dealings with [redacted]. We let

him out of his initial contract at no charge but, given [redacted] approach,

we’re not inclined to let [redacted] circumvent the parameters of his contract

again.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

White Supply and Glass is still not accepting responsibility for the poor quality of the product they installed. I would still have to pay $700 in installation costs for the replacement windows.

[redacted] had at least two chances to negotiate a reduction in the re-installation price before I mentioned going to the Revdex.com - when he gave me the quote for $700 and later when I told him I felt that White Supply should pay for the re-installation - and he did not.

The strange green tint he talks about in his reply should have been discussed before White Supply made the initial order. It is good that he did not just go ahead and install it, but again he is the expert and it should have been discussed before the order.

If this is not resolved, I ask that the complaint be posted on the Revdex.com site so that others can know about my problems before deciding to go with White Supply.

Regards,