Complaint Category: Improper or inferior service
Complaint: Mirror that I paid to have installed fell off one nail, landed on back splash, and resulted in a chipped mirror frame.
In November, 2013, **** of Sassman Glass installed a mirror in my master bath. I paid $70 + tax for this service. I paid with a check (#6361).
On January 3, 2014, the mirror fell off one of the nails, landed on the stone back splash, and chipped the mirror's frame.
On January 6, 2014 I called John. He was unable to talk due to a family matter but said he would call me back "tomorrow". He never called.
On January 21, 2014 I called Sassman Glass and spoke with *****. She said she would have **** *******, the owner, call me. He has never called.
I feel I have no recourse other than to file a complaint.
Initial Business Response
I am sorry for the miscommunication. Sassman Glass will refund to you $70.00 plus tax, even though we believe the right of inspection has been met. Specifically, Ms. ******* was able to inspect it when the work was finished, and she accepted the quality of work, and paid the bill in full.
Addressing her specific allegations in her complaint, Ms. ******* hired Sassman Glass to hang an mirror that she did not purchase from Sassman Glass. Ms. ******* wrote in her complaint that the mirror "partially fell off the wall two months after installation." There are many reasonable explanations why the mirror fell off two months later, but Ms. ******* did not permit Sassman Glass to determine the cause of it falling. Further, Ms. ******* stated that the mirror partially fell off of the "nail". Sassman Glass does not use nails, rather the installers used the appropriate screws and anchors. Finally, Ms. ******* stated in her complaint that the mirror "partially fell," not that the mounting failed, came out of the wall, was defective or installed incorrectly. Sassman Glass cannot protect what happens to her property or how it is handled or cleaned when it is not in our care and control.
Complaint Resolution: Company resolved the complaint issues. The consumer acknowledged acceptance to BBB.