ComplaintsforK-W Glass Systems Inc.

• Initial Complaint

  22/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hired KW Glass almost 1 yr ago to put in a shower tub enclosure. Cost included installation. I paid half of the quoted bill as requested at time of hire. The installation process has however been plagued with one problem after another. In the end it boils down to 2 main things. 1. the glass was repeatedly cut to the improper size and 2. installer incompetence (by their own admission when job was examined). For someone that does this work every day, you would think they should know which end is up, right from left, and which side of the glass is coated etc. (There is a raised stamp in the bottom corner on the coating side of the glass) so clearly when the stamp is on the top and on the outside, an experienced installer should be able to tell its wrong. Let me say, I dont have an issue paying for the cost of the glass at all. Its finally in, and I did receive the product. My issue is with the installation cost. Given all of the issues experienced this fee should be waived or greatly reduced at the very least. I have been more than patient during this whole process with KW Glass, so was very surprised that the final bill did not make any sort of allowance for the repeated poor workmanship or inconvenience experienced. What should have taken no more than 3 days last June, took almost a year to get it right, and then only after management made an onsite visit and determined the whole system was cut 1.5 inches too short! ****************************************************************************************** Not only was my family greatly inconvenienced each and every time since last June, but there was some damage done to the surrounding area because of the many improper glass installation attempts. On the plus side, I do want to say, everyone was very cordial at all times. It still doesnt excuse the repeated poor job performance. experienced and then being billed for it. Sincerely, ******** ****

  Business response

  04/04/2022

  Business Response /* (1000, 5, 2022/03/22) */ After discussing with the salesmen and another point of contact in our office, I can confirm there were many issues with our supplier & the installation on this. Unfortunately that information was not passed along to the billing department. We will happily waive the remainder of the invoice. I've attempted to reach out to the customer directly, but got no answer. I have left a voicemail, I am waiting for a return call. Consumer Response /* (2000, 7, 2022/03/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) General Manager apologized and waived the 2nd half of the bill because of all the issues experienced. Fair resolution, much appreciated. Thank you.

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