Quality Glass charged me a service call fee of $***** to come repair some shower door hinges that went bad less than 2 years after they installed them
I used a Gen Contractor to do an extensive remodel of my master bathroom and also my guest bathroom, as well as a full basement finish project. They recommended I use Quality Glass to purchase all of my shower door glass. I spent ******************** in glass alone in this large project. The master shower had two large panes of glass. One was a stationary piece that was free standing and attached to the tile wall. The other was the swinging door which had 3 large hinges attached to the tile wall. Less than 2 years after I purchased all of the shower doors, the master bathroom door which had the 3 hinges started pulling away from the tile wall, therefore causing the door to hit the stationary large piece of glass that we opposite of it and therefore the door would not close all the way and it would bang against the stationary piece of glass when I tried to close the doors to my shower. I contacted Quality Glass and they said they would send someone out, but that the glass only had a 1 year warranty, which is ridiculous based on what I later learned. The two service guys came to my house and looked at the situation. They told me that the rubber type padding that was placed between the metal door hinge and the tile wall often goes bad and wears out, BUT that they had new & improved "wax" type padding that was much better than the rubber ones and so they replaced the rubber pads with the wax pads and so far, no further issues. So I contacted the cust service at Quality Glass and asked why in the world they would sell me padding that had a known history of going bad and they said "well, that is what comes with the hinges and they don't ALWAYS go bad". So I asked them if there was even a chance of the padding going bad based on past experience, why in the heck they would not just throw those pads out and use the wax pads that last much, much longer and so I would not have to pay them a service fee to come repair something that was less than two years old, especially considering I had spent ******************** with them on shower doors in my remodel project. They said they would speak with the owner of Quality Glass and he told them to give me a **% discount off my bill. What a JOKE! I think that Quality Glass was well aware that the rubber door hinge pads have been known to go bad with many other shower door installs and they are relying on them going bad in order to charge their customers the service call fee of $** plus tax!!! What a crooked business model! If they knew the rubber padding has even a chance or going bad within a few years after initial install, but the wax pads last much, much longer, then why in the world would they not just use the wax hinge pads at the initial install??????? I think this is a ridiculous act of merchant irresponsibility and the fact that the service techs acted like this happens all the time and that they are used to replacing these shower door hinge pads tells a clear story of how Quality Glass is acting unethical and praying on customers who have no idea about what hinge padding is the best option of their shower doors, but just install them anyway and wait for the customer to contact them a year or two later and then gladly charge them a service call. Considering the amount of money I spent with Quality Glass on 2 regular bath style shower doors and then one very expensive customer shower door, hitting me with a ridiculous $** service call on a pad that they know full well has a tendency to go bad is outrageous and unethical in every sense of the word. I am going to pay my service bill of course but I want others to know to go elsewhere to purchase their glass and be warned that this company is the perfect example of a "nickel and dime" type company that gives other glass companies a bad name!
I should not be charged a service call for the replacement of a part that Quality Glass knew full well has a tendency to go bad in such a short amount of time after it is installed!
While I appreciate your past business, I find your complaint to be somewhat unwarranted and slanderous. Quality Glass has been in business for 29 years, we take great pride in providing quality products and exceptional service.
Our reputation in the community, our superior rating with the BBB and the longevity of the company speaks for itself. Our company has always and will continue to conduct our business with integrity and solid business ethics.
While it is unfortunate that the pads originally installed have allowed the door to slip, does not indicate that they are an inferior product. The hinge manufacturer still continues to ship their hinges with these exact same pads and in most cases they provide many years of
uneventful performance (as intended) to the heavy glass shower doors.
In the unusual event, a door has slipped with-in the warranty (One Year) we automatically change out the gaskets to the wax pads to eliminate risk of a second occurrence.
This option is not recommended by the manufacturer, but our choice. If this occurs while under warranty the service is provided at no cost to the customer.
Your statement accusing our company of knowingly installing these pads to generate future business is preposterous. The minimal charge to evaluate and repair a shower door after the warranty has expired does not even cover the cost to do this.
It is unfortunate that you had to be inconvenienced with this problem, especially after your warranty had expired.
We stand firm on our business ethics and believe your complaint is exaggerated beyond the situation.
If you chose to pay your invoice or not is your choice.