Business ProfileforCreative Mirror & Shower

Let me begin by sharing that I love my shower doors installed 15 months ago. However, I do not feel Creative Mirror & Shower stands by their product nor provides the service that backs up the quality of the product. CM&S provides a 12-month guarantee of the product and installation. A few weeks ago, I noticed that the top hinge of my shower door was pulling away from the tiled wall. I called and sent a request for service, understanding that this would be a service call as it was 3 months past the guarantee. I was asked to send photos in an email so that they would not have to come out to address the project without understanding the extent of the issue. I received a proposal a week later stating that they would come out for a tune up/maintenance visit for $395. Tune-*** are typically needed after 36 months. I expressed that the maintenance would not be necessary; I needed the hinge taken care of. From the conversation it was evident, that it was $395 or nothing-- the only service they were interested in was the "Maintenance" and collection of $395. The issue of the shower door was not their concern. I called a shower glass repair company and they came out within days for $85 and tightened the hinge within 5 minutes. Note: A shower door is an investment into your home and CM&S is not vested. M **********************, **  

Dear ****,We are very sorry about this situation, and we reached out to you personally with a better solution. The 5-minute fix for $85 done by others is a mistake because it is not a good long-term solution. What we initially proposed to do was much more involved, literally providing new hinges, new seals, and an entire new silicone re-glaze to ensure that your shower door will perform well for many years to come. As a family-owned and operated business, we pride ourselves on customer service, but we happened to miss the **** on this one, due to transitions in our service department and summer vacations. When management did find out about this situation, we immediately contacted you and offered to do the full $395 service at no charge, as well as reimburse you for the $85 you spent elsewhere. Creative Mirror & Shower has been in business for 50+ years, and we appreciate that you love our shower doors, but we very much want to make things right, so that you love our service as well! ~The Creative Mirror Team