ComplaintsforGlass Doctor of Bell County

• Initial Complaint

  08/13/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We hired this company to repair 4 screens and replace a kitchen window on 7/09/21. They assured us even though we were moving, they would still be able to do the repair, we just had to get someone to let them in. They told us the glass would take 2 weeks to come in, but they never called to say it arrived; we had to call them. Since we have moved already, the company said they would be out on 7/29 or 7/30 between 1 & 5pm to do repair and would call us so I could have my friends meet them & let them in.... they never called. We called the following Monday to find out why they didn't come out, but were told they replaced a bedroom window & had been let in by a painter? They were told they didn't fix the right window. They said they'd correct that. After waiting a month the Rental agency paid to fix correct window. I called to get a partial refund, but they are refusing even though we have no proof they did anything, but we all know they didn't fix what they were paid to fix.

  Business response

  08/24/2021

  She has given us the same review on Google. We have given her money back as she requested 10 minutes after the request. 

  Here was my response on Google. 

  We did meet your husband at the home initially and he showed us which window and screens to repair.
  We did as requested then afterwards were told we repaired the wrong window.
  I don't understand how we measured a window on the wrong part of the home when your husband was the one that showed us which one to do. But I want to always be above the line so after we replaced the window and screens that was requested we also ordered this other glass unit and said we would do it at no charge.
  Now that glass is in and we are ready to install it. But you now want your money back because someone else in your family also was getting it replaced. Ok you win you got the screens and broken glass installed for free as we have credited your credit card last week as you requested.
  
  

  Customer response

  08/27/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as they did refund my money. However, the answer they provided is misleading. While they did initially meet my husband to see which window needed to be fixed, when they returned they fixed the wrong window... period. During the time we ordered their services and the time the window got fixed, we moved to Colorado. When the glass came in, they were told to contact us so we could have someone WE KNEW meet them at the house to fix they window; THEY NEVER DID. They supposedly had some unknown person let them in.  When they told us they completed the job, we immediately notified the company they fix the wrong window.  By the time they got the glass in again, 5 weeks had elapsed since the initial work order, and the rental company fixed the correct window and we were charged again. I contacted the owner to notify him that they #1 fixed the wrong window and #2 they took so long, the window had been fixed. He refused to give me even a partial refund. I had no idea he refunded anything until the credit showed on my account weeks later.
  
  Regards,
  
  ****** *****

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