Upon attempting to drill a 2" hole in my patio table glass, it shattered and was destroyed. Accent Glass refused to reimburse or replace the damage.
I brought by 48" round glass table top to have a hole drilled in the center to accommodate an umbrella. xxxxx at Accent Glass estimated a 2" hole, helped be unload the top, told me it would be a few days and he would call me this was on March 17, 2015.
I called on the 20th of March for a status. Another worker told me that the glass "exploded" when they were drilling because the table glass was 'tempered' and tempered glass cannot be drilled because of this risk. I stated, 'so you are going to replace it right'? He said he'd have xxxxx call me.
xxxxx called me and described what tempered glass was. I stated that we had no conversation regarding the risks of working with tempered glass when I dropped it off, that he only asked for my name and phone number.
xxxxx insisted that we had a detailed conversation about the tempered glass and risk. I flatly disagreed and asked that he replace the broken table top. He said he would sell me another table top. I told him I refuse to purchase anything from his store or use his services ever again.
I am seeking that Accent Glass replace my table top including the umbrella hole in the center as I originally requested. I found myself completely lied to by xxxxx of Accent Glass and the destruction of my table.
Replacement of a round 1/4" thick glass table top with a 42 - 46" diameter or cost for a replacement = $250.00
The customer came in on March 17th and indicated she would like a hole drilled into her glass. xxxxx went out to her vehicle and took the 3/8" clear glass @ 43 1/4" diameter out of her car and then xxxxx brought the glass into the store. xxxxx then inspected the glass that had heavy scratching all over the piece and xxxxx indicated to her that we could not cut or drill tempered glass or it would crumble into a 1000 pieces and xxxxx examined the glass and found no logo printed on the glass indicating it was tempered. xxxxx then told her that the only way to know for sure if it were tempered, is to try and drill. xxxxx also spent time at the counter asking for her personal information and what size hole she needed and told her a 2" hole is standard. xxxxx gave her a cost of $12.00 to do this. She also asked for a umbrella sleeve which xxxxx said he would include. She told him good luck which xxxxx indicated he would call her.
xxxxx called to tell her that the glass exploded because it was tempered. She asked xxxxx to have xxxxx call her which he did. Upon discussing the glass being tempered, she indicated to xxxxx what was he going to do about it. xxxxx told her that he explained to her before that not knowing if it was tempered and that the only way to know was to try and we did...the glass crumbled being tempered. She stated that it was not explained to her as she was only there at our shop for thirty seconds...which xxxxx told her she was there at our store for over ten minutes.
She then told xxxxx she was not educated on tempered. xxxxx told her he did tell her all of this. She then stated that she was not stupid. xxxxx told her that he did not say that she was stupid. xxxxx told her he could not give her a brand new piece and that he could sell her one and that's when xxxxx said she would not let him talk or finish a sentence as she was talking over xxxxx every time xxxxx tried to say something. She then said to xxxxx "hold here for a moment" while she shuts the door to her office so that her co-workers wouldn't hear her cursing. She came back to the phone and started cursing using the F word to xxxxx which xxxxx stated that he was not going to listen to this abusive language as she was still cursing and told her he was now going to hang up...which xxxxx did. She called back fifteen minutes later and spoke to another co-worker stating she was not told about being tempered and the co-worker told her this has never happened before with customers and their own glass. She then stated that she would go to the BBB.
Further, our showroom has near the front counter an advisement to customers of certain risk when cutting others glass. We also have a front display counter at the front door showing and educating customers to the differences in tempered and plate glass. Our website also advises customers of the risk involved in cutting any type of glass the customer may have.
Finally, the customers glass was a well worn piece of glass that had an estimated amount of 50 scratches on it and the value of the glass would be estimated around $20.00. Our response is that she was thoroughly advised before drilling into her glass. We take disrespectful, threatening, and verbally abusive language seriously from customers and that there is never any reason to treat anyone this way no matter what the issue may be. Therefore, we do not believe her request for resolution is not only an unfair exchange of good's, but we do not do business with anyone who is verbally abusive towards our company. We overwhelmingly agree to deny any resolution with this customer and will not do business with her.
(The consumer indicated he/she DID NOT accept the response from the business.)
As far as the 'lengthy conversation' regarding scratches on the glass, tempered glass risk and I was there for 10 minutes is completely fabricated.
When I spoke to xxxxx and he insisted this conversation took place I was completely flabbergasted. It was a complete lie. When I immediately asked him for a replacement, he offered to sell me a glass top. At that point, I believed it was smelling like a scam. As I had never used this company before, I had no idea what kind of reputation that they had or what xxxxx position was in the company. Yes, I was offended and angry at his offer to sell me glass. I did say "I'm not paying an F'in dime to purchase glass from you".
I feel his approach to the situation was not one of trying to ease a customers experience in a bad situation but to dismiss me with a story of 'tempered glass cannot be drilled'. If he said he warned me of the risk of drilling, I would have never left the glass there to be drilled. I spent all of maybe 5 minutes there.
He did help me take the glass out of the car and the only conversation about the glass itself was when I asked xxxxx if, after the hole was drilled would it be safe to transport it as I had to fit it in my car at a diagonal angle and I feared the hold would cause a weak spot and break during transportation. He said "the glass is thick enough and that shouldn't be a problem".
If this is such a great risk with these types of cases/requests from customers it would behoove him to have a release form with signatures. Accent Glass told me they have no such form and that "It has never happened before". This was from the lady staff member who initially told me that the company does this kind of work. She also never mentioned or asked if it was tempered glass.
I find this rebuttal completely unfounded and untrue. I have no replacement glass, and this could have all have been avoided had he been truthful. His attitude throughout that phone conversation was, that clearly he did not care one way or the other about the situation.
I trust as a monitor of good business sense you will understand my view of the experience.
Thank you for your attention in this matter.
Final Business Response
Since November 1990, Accent Glass, Inc. has always lived by a code of helping our customers and others, even if it meant that we we would lose money on whatever came our way. We've given to xxxxx, xxxxx, xxxxx, xxxxxx, xxxxx, and many other causes. To us this was called "Good Will". We started a special service, in addition to what we normally did, to help our customers save money, a service that many other glass companies would not touch. They would not do it, because there was little or no return, it took a vast amount of time to pay an employee to do such work, and the items brought in would take up a lot of space.
Our special service included cutting down customers glass and mirror, and making new things out of the old. We've cut down bottles, plates, crystal, repaired broken frames, anything to help our customers. We've cut down thousands of pieces of glass for our customers, and yes, things have broken..but it has always been with the understanding that it would be at the customers risk. If it were ours, we would keep on cutting our glass, until we got it right. Our small showroom is filled with items customers have brought in, and have left for us to hopefully, to be able to help them save money. "Never" have we ever in almost twenty five years, had a customer to say such a crude thing, as there was a "smell of a scam" at our business. "Never" have we ever had a customer who used foul language towards one of our employees. "Never" have we ever had a customer want something as a replacement that far exceeded the value of what was brought in...and what was brought in actually had little value. "Never" have we ever had an unhappy customer to this extent, not ask to speak with the owners, and "Never" have we "ever" had a customer who...."Just didn't get it"!! Until now!!
In our show room, which is small...a statement was posted about understanding the risk involved in cutting down others glass and mirror, in the showcase right by the front door...there is an explanation of what tempered glass is, and what will happen if someone were to cut it, and it shows visually what happens when tempered glass breaks. We also go into explanations on our website concerning tempered glass. This customers glass was inspected, and she was advised that since there wasn't a logo on it, it was hard to say if it was tempered...meaning that if an attempt was made to cut it, "it would break into a thousand pieces". Why then would this customer write her name and number on a piece of paper for us to proceed after that advisement? Why then would this customer tell my employee "Good Luck"...as she was leaving? Was this a $12.00 scam? It would have been fine with us, if she had gone down the street to another glass company to purchase a new top, if she felt we were trying to scam her. We have "Never" needed any forms/documents regarding cutting other peoples glass/mirrors....because we have "Never" had a customer that ...."Just didn't get it".
We do not feel that this customer is or was ever willing to resolve this issue through the normal channels of resolution that the BBB has set up. We feel she is not about resolving the issue, as much as she is about threatening ("Hold for a moment while I shut my door to my office, I don't want my co-workers hearing me curse), being disrespectful and unprofessional (cutting my employees conversation off at every word...and using foul language. How do we know this? We don't have doors to close, therefore there isn't any secret cursing...and there were two owners listening in). The slanderous remarks were about in line with her foul language and intimidation ("smelling like a scam"), putting a question mark on our integrity, and basically wanting to keep the pot stirring to call attention to herself.
Now, what do I mean by..."keeping the pot stirring"? On the same day that she filed a complaint with the BBB, she also filed a complaint with xxxxx .xxxxx, Anchor/Consumer Investigative Reporter. Guess what...she could get herself on TV. She left out a lot of detail in the report...and referring to the non-conversation she had with our employee about the glass top and tempering...she stated that..."I will swear to that in court". Does she have more places on her mind that she wants to go with this issue...her issue? Does it really sound like she wanted to resolve this issue, when she states in the same breath..."I find this a shoddy/shady practice". Then she adds..."This table (?) was a "gift", so I would have no knowledge of the consistency of the glass and or the risks". Please note on the March 25th report, she stated that "He did help me take the glass out of the car and the only conversation about the glass itself was when I asked him if, after the hole was drilled would it be safe to transport it as I had to fit it in my car at a diagonal angle and I feared the hole 'would cause a weak spot' and break during transportation" Hummm?? Resolution???
The best that we will do to resolve her issue with Accent Glass, will be to replace exactly what she brought in. It will not be what she first described in her report of a "48" round glass table top" (gift?), but it will be what it actually was.....a 3/8" clear piece of "tempered" glass that was a 43 1/4" diameter, and it will not have a hole in it. It will also be a "used" piece with scratches on it. It will be delivered to the BBB office within fifteen (15) days, as we do not wish to have this totally negative person in our business...the one that stated "I told him I refuse to purchase anything from his store or use his services ever again". This negative person...."Just doesn't get it!!".