This business is not BBB accredited.
Phone: (630) 231-2340 Fax: (630) 231-3356 501 W. Roosevelt Rd., West Chicago, IL 60185
BBB Business Reviews may not be reproduced for sales or promotional purposes.
This business is not BBB accredited.
Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for A & G Glass & Mirror, Inc. include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 2 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Business ManagementMr. Dustin Frohling, Manager
Glass - Plate and Window Glass - Beveled, Carved, Ornamental Storm Windows & Doors Flat Glass Manufacturing (NAICS: 327211)
THIS LOCATION IS NOT BBB ACCREDITED
501 W. Roosevelt Rd.
West Chicago, IL 60185 (630) 231-2340 Directions
What is a BBB Business Review?
We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.
About BBB Business Review Content & Services:
Some Better Business Bureaus offer additional content & services in BBB Business Reviews.
The additional content & services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release.
Not all enhanced content & services are available at all Better Business Bureaus.
Types of Complaints Handled by BBB
BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:
- Advertising or Sales
- Billing or Collection
- Problems with Products or Services
- Guarantee or Warranty
We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.
BBB Complaint Process
Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
What is BBB Advertising Review?
BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.
What government actions does BBB report on?
BBB reports on known government actions that are relevant to the business's marketplace dealings with the public.
BBB Reporting Policy
As a matter of policy, BBB does not endorse any product, service or business.
BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.
BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
Problems with Product/Service
Read Complaint Details
Complaint: Shower door order was placed in December, 2014. Deposit given was $400 with balance of $1100 due on satisfactory installation. Door was installed in January but workmanship was not to our satisfaction. Installers returned and offered to completely reinstall one problematic panel. I agree. When they returned, they told me their supervisor, Justin, would not allow them to reinstall but insisted on an inferior correction: running a bead of chrome-colored caulk over the poor prior work. This was not satisfactory to me. I said so. I wrote to A & G and said either fix it properly or take $400 off the price for failure of quality. They ignored my request entirely. In fact, the office nevertheless processed the entire $1100 balance due. I filed a dispute with Citibank. In Justin's response to the bank's inquiry he boldface lied and said I had requested the caulk fix. This was NOT the case. They have refused any further communication to resolve this matter. I still have the poor quality of their work in my bathroom. We have paid the charge. I am simply filing a complaint regarding the dishonest customer service practices of this company in an effort to warn other customers.
Desired Settlement: As I have already requested of them, they can come and correct the poor workmanship -- remove the stupid chrome caulk and re install the panel properly. This is what I have been asking them to do since they first did the sub-standard works I in January.
Business Response: Final Consumer Response /* (2000, 8, 2015/05/04) */ Re: BBB Complaint Case# ******** (Ref#XX-XXXXXXX-XXXXXXXX-X-XXX) 1 message Dale **** <********@gmail.com> Mon, May 4, 2015 at 11:08 AM To: "********@chicago.bbb.org" <********@chicago.bbb.org> Hello I couldn't get your link to work. Yes because of filing this complaint the company "suddenly" became VERY responsive after several months of ignoring me. They then made immediate arrangements to fix the shower glass because of this complaint to your organization and my postings on social media. The work was performed (as it should have been to begin with) and all is well. I consider this case closed. Please have your records reflect that. ***** ****
Read Complaint Details
Complaint: Summarily since 4000 characters is insufficient, I created a template for a piece of glass to be used as a vanity top. The top was to have two adjacent straight sides and two curved sides to match the shape of the vanity. In addition, the template included two holes, one for the faucet and one for the drain. Since the vendor has possession of the template I can't provide the exact dimensions but they are approximately 1.5" and 1.75" in diameter, they are definitely not 2" as was cut into the glass. I was told that the piece would be ready in 7-10 days as A&G could not do it themselves, they would have to send it out to a 3rd party. Not having heard from them after the 10th business day I called but no one answered so I left a message inquiring as to the status of my order. I received a voicemail in response repeating my name and a brief description of the piece including a comment that there were to be 2 - 2" holes cut. Knowing that to be incorrect and that they were already closed for the evening I used the email form found on their website to alert them to the discrepancy and telling them not to make the piece until we spoke. They are currently denying that the email exists so if this goes to court I intend to subpoena their host in order to obtain the exact text. The next day I called, confirmed that the piece was not made yet, reiterated that 2" was incorrect and that my original template was to be used as the hole sizes on the template were not only not the same but substantially smaller. I was told that the information would be passed to the 3rd party actually cutting the glass and that it had not yet been made. Days later I was told the piece was ready and we arranged for my wife to pick it up during their regular business hours which she did. Upon arriving home I didn't even need to install the piece as it was quite obvious that the holes were the same size. I measured them and discovered that they were not correct. The next day I called A&G and was told that they didn't have the template but that they were sure it was cut exactly as per the template I provided. I was even told "I don't make mistakes, the mistake must be yours, there is nothing we need to do for you." (Probably not an exact quote but I remember it well, especially the "I don't make mistakes" part. Anyway, I asked if I'd have to go to court to get a refund and was told to do whatever I thought I needed to do. Since then I have filed a dispute with the credit card provider knowing that this would begin a process of documentation which it has. A&G state several times that I made the template, which is absolutely true. Their stated policy is that they will not make templates on jobs of less than $500. As such their rebuttal to the credit card provided includes the statement "We had suggested several times that we would do the pattern but **** refused our offers." is absolutely false and counter to what they told me about the $500 minimum. Honestly, if they still have the template, I suggest they measure the holes as, unless they have modified them, they'll find that they are not 2" in diameter. They presume that I'm an amateur at this but I know how to make a simple template as I've been involved in construction projects for near 40 years, tracing isn't rocket science. 2" holes are nonsensical for this project. The holes were cut into the wood top of the vanity prior to making the template and those holes were used to create the tracing directly onto the template and they are certainly not 2" holes and to this day are not 2" holes. The base of the faucet isn't even that big making the glass piece unusable. I believe that with the evidence of the email stating that 2" is absolutely incorrect and that I don't know where they got that information (another customers notes written on my order perhaps) along with phone records showing numerous calls including one or more the day after that email was sent, I'm due a refund, they can have the glass.
Desired Settlement: They can have the glass back, I just want my money back. If the issuance of subpoenas to obtain documentation (email and phone records) mentioned above (may take a while), digital photos of the vanity top as it is now along with measurements of the holes both in the vanity top and the glass (I can get these next day), a recreation of the original template (as I said above, it's easy and would only take me a few minutes) are needed in addition to the above please let me know.
Business Response: Initial Business Response /* (1000, 15, 2014/09/10) */ Contact Name and Title: A & G Glass & Mirror Contact Email: *********@hotmail.com The customer ordered a piece of glass. I told him our estimator could come and measure for the piece of glass but the customer said he wanted to measure the glass himself. I did tell him that if the measurement was wrong, we would not be responsible. I verified the measurements with the customer and he confirmed the order. The customer's wife picked up the glass and paid for it with their credit card. The customer called and said that one of the holes was the wrong size. I explained to him that the size of the hole was from his measurements. The customer started to get upset when I tried to discuss the situation with him and he hung up. We have not heard from the customer by phone or my email since that phone call. We have been in business since 1978 and have never had a complaint against us before. We are very customer service oriented. We always go above and beyond to satisfy our customers.