Complaints

This profile includes complaints for The Glass Depot's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Glass Depot

  19121 N US Highway 41 Lutz, FL 33549-4258

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  The Glass Depot

  1717 E Busch Blvd Ste 103 Tampa, FL 33612

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had company come out for repair in dec on one door, then april for another, ****** the april visit they checked the fdoor from the firdt repair because i mentioned it was off and the guy couldnt find the issues then without usuing the warranty, noticed something else wrong with the door. Company wants $130 to look at it, plus whatever the repair is because they didnt specify that particular door was not under the warranty, after we spent $495 to repair it in Dec and had 2 separate window and door companies come out to see if replacing the door was more cost effective than continuing to dump money into it and this company.

  Business Response

  Date: 06/29/2023

  
  FACTS:
  We originally came to the property on 12/15/22 to repair one door in which we repaired it by replacing rollers and putting a new track for a total of $310 (not $495). We did a great job, customer was happy and her mother (who is the actual customer) even wrote us a 5 star review. The customer is actually *************************** which is *******'s mother. At the end of this job on 12/15/22, you can see the attached document showing our warranty with all the relevant information which was signed by the customer which can be seen in the attachment. See wording on contract that was signed... (see below)
  SERVICE CHARGE: Before beginning the process, I have confirmed that there will be a travel fee/service charge applied for the professional opinion of the technicians and if work is to be completed at this time, the travel fee/service charge will be applied accordingly. Prices have been discussed with me over the phone and now in person and I agree to the full payment of work agreed to be performed.
  The repairs are now complete! All issues/questions/concerns have been addressed with me and before the technicians vacate the property, I have checked the functionality of the doors, windows, glass, locks, handles and all items that Sliding Door Roller Replacement, Inc., has come to repair. By signing this invoice, I confirm that all work has been completed at the above noted service address to my full satisfaction and I release FULL liability for any issues and/or concerns that *** come up after SDRR has vacated the property.
  MAINTENANCE & USAGE INSTRUCTIONS: Silicone and Oil-Based Lubricants will collect dirt, dust & moisture which *** cause the Hardware to either not function properly or rust and corrode causing the failure and will not be covered under warranty. We highly recommend Aluminum Lubricant or some form of wax-based Lubricant to maintain the life of the hardware. Do not pressure wash your windows, doors and/or tracks as this will cause the hardware, tracks and everything to rust/corrode and will VOID any warranty. Be GENTLE when using your sliding glass doors, sliding screen doors, and windows, any unnecessary force/operation or misuse can cause misalignment and functionality issues of all hardware components installed and even complete failure in your product and can cause the glass stress, and risk of breakage, and issues with the seal that surrounds the glass. The locking mechanism is sensitive so please be cautious. Always make sure that all locking hardware is in the unlocked position when opening and closing your products and only fully locked and engaged when ready to fully secure the opening and/or product in question. When locking the door, make sure the door and lock are lined up properly. If misuse is determined for whatever reason on any of the work performed your warranty will be null and void immediately.
  WARRANTY DISCLAIMER: Warranty is valid for one (1) year from date of service (no exceptions). Warranty is valid ONLY for the malfunction of Any and all hardware installed on the service date. The warranty is also only good for a maximum of 2 return visits, in which cost will be covered under the 1-year warranty unless misuse is determined at which point of service charge will be applied as well as any visit thereafter the alotted 2 visits within the 1-year warranty. The warranty DOES NOT apply to customer misuse, improper maintenance or aggressive use by the customer resulting in the failure of your product or door/doors coming off the track or the repair/work that has been completed to fail. DO NOT SLAM THE SLIDING DOORS OR PUSH THEM AGGRESSIVELY AS THIS MAY RESULT IN THE DOORS COMING OFF THE ****** Any damage resulting from the misuse of the doors or any of the above-listed repair/work done is subject to a service charge and will be determined by the professional opinion of our technicians.
  NON-WARRANTY DISCLAIMER: The following services are not included in any warranty: prior damage to the doors, maintenance cleaning, glass separation, glass installation, lock replacement and other services discussed with you by our technicians or Company in its entirety.
  Thanks for ROLLING with us! We are grateful for your support in shopping local and supporting our family-owned & operated business. We appreciate any referrals!
  On 4/24/23 ******* called us back out to repair an entirely different door in the bedroom which was $215 (not $295). On this day she never mentioned anything about the original door repair being sticky and there is no way that we would of told her that we can only look at it and then she would be using the warranty, that is absurd to even say that we wouldn't look at the other door while we are there and that if we do it would void out the warranty. We do not operate like this. Especially considering the owner was there both times to do both jobs. (in this complaint customer is saying that she mentioned the other door we fixed was off and the guy couldn't find the issues so clearly this is saying that we looked at the other door and there was no issues. In the customers ****** review she said that we told her we couldn't look at it so this is two different comments for the same topic that the customer is saying two different stories) AND so WHY  did she tell ***** our office manager a week ago that she didnt notice it until she was getting the cat out from the blinds?  AND that is why the technician has no notes about this in our job notes which we are very detailed with every job.
  The only time she called us was on 6/15/23 which is 6 months after the original repair was done to let us know she noticed a gap at the top of your stationary door when she was taking her cat out of the blinds. By the way an animal can push the door and cause issues with it which could of misaligned the door also.  If she called us right after we did the repair and there was a problem, we would of addressed it properly. But to call us 6 months later to tell us there is a gap and basically expect us to come and fix a new issue for no charge is a ballsy demand. This was not "our" mistake. The other door companies who came to assess the doors came to sell the customer new doors and are telling her that our work is not professional or that we did something wrong so they can sell her a new door and make some money off of her. Your doors are double pane and are large so they definitely can make some good money from her as opposed to us repairing the door for $310 and $215. After a sliding door gets used many times a day, there are many ways additional or new damage can be created in a sliding door, especially when it's an older door by people and by animals. 
  Customer stated as you can see in our detailed notes when she called that she did not notice the gap until she went to get her cat out of the blinds. Animals and people can misuse and push on the door, slam the door, roll the door roughly and many new issues can occur. 
  So now because we did not come to the house for free, customer is filing complaints against us with BBB and writing one star ****** reviews, that is something we cannot control and we cannot make everyone happy, but we know we did everything to help the customer and saved her lots of money from having to buy new doors. Like in any industry, I am sure she can understand that we cannot work for free because a customer expects us to. If it was an issue that we caused and were told about it within a timely manner, we would gladly handle it for her. 
  
  Facts to point out: 
  
  If she had asked the tech, or Avi, to look at the door in April (like she said but didnt actually happen) so WHY  did she tell ***** our office manager a week ago that she didnt notice it until she was getting the cat out from the blinds?  AND that is why the technician has no notes about this in our job notes which we are very detailed with every job.
  
  The customer signed the December job, Which clearly states the warranty information on the sheet.  
  
  Ive attached the 2 invoices with the prices she paid clearly noted.  
  

  Customer Answer

  Date: 06/30/2023

   
  Complaint: 20244074
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 06/30/2023

  The business is focused on the a comment made about the door sticking, and not being noted but fails to acknowledge the complaint is about the top of the door. The remark of the door sticking was resolved my technician ***** with the use of WD-40 as he explained during his April visit/repair and done so because he warned that in order to properly look at the sticking he'd need to take off the door and use the warranty, to which I did not want to use being only 4 months into a 12 months warranty. The complaint at hand is about door not properly being wedged up enough leaving a 28in gap between the door and the frame in the center top of the door as pictured in my original complaint. In regards to my car in the blinds, the cat has been 30 days, in the first 2 weeks she was here is when i noticed the gap AT THE TOP OF THE DOOR NOT AT THE BOTOOM or where the sticking remark came into play.