ComplaintsforColorado Glass and Mirror LLC

• Initial Complaint

  08/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company was highly incompetent thought the project, many mistakes and had to come back ************** after fixing their last mistake, I observed they had cracked the floor tile due to ladder presser, I notified them immediately, they acknowledge the damage and agreed to repair, but then ignored me, I finally called back and they replied (*see transcript below, Note: I have original voicemail) Hey, good morning, ****. This is ****** with Colorado glass and mirror.****** asked me to give you a call about that tile repair. I do apologize. It did slip through the cracks, but I'd like to jump on this for you.Can you please get back to me when you get a chance?The one that's my direct line seven 4321.I can coordinate our tile guy to get out there, and get that repair done for you. Please give me a call at earliest convenience. Thanks ****, thank you for your patience and I look forward to hearing back from you.after returning ******* call i was asked to send tile info, note conversations via text..

  Business response

  09/29/2022

  Hello, I'm responding to the complaint of *********************. I want to address the original complaint that we "BROKE A ****'' on his floor. This issue was brought to our attention several days after we were last out there.  We did not break the tile but we were willing to repair it at no cost just to keep the customer happy. I reached out the tile company and they were out of stock on the grout. I was then threated by the homeowner and was still was willing to fix it. This complaint actually blindsided me. I even offered to do the repair after the complaint was made and the customer refused.   I want to note that originally we did go out several times due to the fact that we noticed a scratch in the glass. We again went above and beyond to make the customer happy.  The customer wanted us to leave the scratched ******************** to discount the product several hundred dollars. WE wanted to make it right because that's the way we do business.  Please not the federal guidelines for a scratch to be addressed is if you can see it 12 feet away. We were clearly within our right to ignore it but we replaced it anyway.    

   

  Customer response

  10/06/2022

   BBB: I do not accept the response made by the business to resolve this complaint
  Complaint: 17667329
  
  I am rejecting this response because: The response was inaccurate as well as irrelevant, even though I have a response from the "actual" install tech apologizing for incident, the owner who was not present when damage occurred, suddenly decided  

  almost, a year later that they didn't break tile.  Bottom line they promised to resolve multiple times over many months (conversations I documented) after six month I finally told owner I was going to take further action, he said don't threaten him and now he is not going to repair anything. 

  I also want to address the irrelevant comment; "I want to note that originally we did go out several times due to the fact that we noticed a scratch in the glass. We again went above and beyond to make the customer happy."  Just more lies from this guy, they came several times because We noticed a scratch and just wanted to make me happy" actual Story is they installed scratched glass, and "I" pointed it out, not them, and reason it took more than one visit is because they forgot the needed coating and had to make second trip. 

   

  this business is simply incompetent and dishonest. 

  
  Sincerely,BBB: I do not accept the response made by the business to resolve this complaint
  
  *********************

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