Complaints

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:11/17/2025

  Type:Product 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.

  I called REMOVEDregarding two screens that needed repairs on 9/22/2025. REMOVEDinformed me there was a fee to come out and measure. I paid that in cash on the day two workers came to measure on 10/2/2025. Unfortunately, I didn't receive a receipt and paid cash. The week of 10/13 I spoke to REMOVEDregarding the screens and work involved and whether or not to proceed. I was quoted a lump price of $444. On 10/28/2025 I received a text message to schedule the install. I asked if I could get a breakdown emailed because $444 is high for four screens. At the same time, I also asked if there an additional fee to come out again. I have a text message stating "no extra charge." REMOVEDcame out 11/3/2025 and I paid the $444 in cash. I spoke to the man about not paying directly but was told he would get in trouble if he didn't collect the payment. I paid and received a receipt. On 11/9/2025 I finally received the email with the breakdown. The breakdown has a $230 fee for measure/install fee. Why would there be an install fee when I specifically asked if there was an additional charge to come back out?? I called first thing Monday morning (11/10/2025) regarding the fees and spoke to both REMOVEDand REMOVED. REMOVEDrefuses to acknowledge the error his employee made even with proof. And makes excuses why. I already paid one fee and am being charged for two more. I told REMOVEDsince I made the mistake by paying the measure trip out in cash and didn't get a receipt, fine. So out of the $230 I'd pay half. I requested a refund for the other half as I would have picked the screens up instead of having them back out to my house. REMOVEDalready talked about how if I would have picked them up the fee would have been adjusted accordingly. I went based off of what his employee communicated "no additional charge."

  

  Business Response

  Date: 11/18/2025

  The customer called regarding (2) screens for her property (9/22/25). The customer stated they were having issues with the new screens that were purchased from the hardware store where they were not fitting correctly so BGS offered to come out and do a site visit to determine what was needed. At this time, I quoted $241 for 2 new screens including the measure charge. My tech showed up (10/7/25) for the measure and ended coming back to BGS with (3) screens for repair and needing (1) new one made. NO cash deposit was made, this would have been recorded on the paperwork and run through our computer system, BGS has no record of this (BGS has been in business for 55 years and an extremely reputable company). The customer and I had a phone conversation on 10/14/25 for approval of $444 for BGS to complete this service including the installation of the product since there were special circumstances with the screens, approval was given at this time. The scheduling person here at REMOVEDwas texting to set up the installation with the customer on 10/28/25, they set up a date to have the work installed on 11/3/25. The customer asked if there was an additional charge for this service and the quote stated a lump sum for the project, the scheduler looked at the paperwork and there was no additional charge on the quote, so the question was answered with no.On 10/30/25 an email was sent with a breakdown of the invoice for the service that was scheduled for 11/3/25 including the measure/install charge. On 11/10/25 the customer is looking for a refund for the installation of the product that was installed. Why the delay in the response? The customer had the email with the breakdown prior to the installation and could have stopped the installation and picked up the product to install themselves. As the customer stated, if they had picked up the product from REMOVEDwe would have adjusted the invoice to $314. 
  The fact this customer stated BGS essentially stole money from them is extremely concerning to BGS.
  

  Customer Answer

  Date: 11/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Clearly the techs that came to measure didn't note the sheet with the measurements that I paid. Payment was placed in the front pocket of his shirt. But like I had previously stated twice, via phone and my initial complaint, I will eat that fee since I paid cash and didn't collect a receipt. REMOVEDlearned. Regardless, I was told by an employee prior to scheduling and have proof, there was "no extra charge" to come out. I would have picked the screens up! This IS stealing money from a customer. 
  
  Regards,
  
  REMOVED

  

  Business Response

  Date: 11/18/2025

  You have mentioned that when the techs came out to measure the screens you gave my tech a cash deposit, you never mentioned how much you gave the tech? I am not sure how you would have known an amount to give for the deposit since there was no quote to reference. The tech that was on site has worked with the company for 20+ years and never has REMOVEDhad an issue with this tech collecting deposits whether a cash or a check. Youre looking for a refund of $130.00 for a service that was completed by REMOVEDwhere you had ample time to stop the installation of the screens on 11/3/25.  With you stating BGS is stealing money from a customer is completely absurd, your memories are wrong about a deposit given. With BGS being an A+ accredited member of the BBB, BGS will write a check for $130.00 to a charity of your choice to resolve this.
  

  Customer Answer

  Date: 11/20/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  You need to get over the deposit. Move on and acknowledge the information I was provided in writing (via text message from your employee) was a lie. Plain and simple. I asked if there was an extra charge to come back out to my house and was told "no extra charge" and all of this is in writing (which was attached previously). Written documentation doesn't lie. It was wrong and you won't own that. It's unethical and poor business. Regardless of how long you have been in business, you won't own this and all $130. Take accountability and train your employees for the error on your end. Plain and simple, poor business. The money that is owed to me shouldn't have to be refunded to a charity of my choice. This is absurd. It's my money. If I want to donate MY MONEY, I have the right and can do that on my own. 
  
  Regards,
  
  REMOVED

• Initial Complaint

  Date:07/12/2024

  Type:Order Issues
  Status:

  ResolvedMore 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.

  Date of transaction: June 10, 2025 Amount of money paid the business: $305 What the nature of the dispute is: Patio door installer had very soiled body and clothing and did not lay a drop cloth nor put on shoe coverings when replacing a patio door. As a result, he soiled a section of my area rug where he lay and worked to replace the door.Whether the business has tried to resolve the problem: The business has made an effort to resolve the problem, but it is not a fair offer.What the business has committed to provide me: The business has offered to pay HALF the cost to have the rug cleaned. I have been quoted a cleaning price of about $250. It is not fair that I should incur $125 for the rug cleaning when it is only about a year old and has no other soil on it. The business claims the installer's dirty body and clothing were superficial and the soil may have occurred from traffic going in and out to the deck. For the last two years, I have had no furniture on the deck, nor flowers on the deck to water, nor are there any children living here. There has been absolutely no in/out traffic that would have soiled the rug. The soil isl entirely due to the installer and nothing else, and BGS Glass should pay the full cost to have the rug cleaned.

  

  Business Response

  Date: 07/19/2024

  We have been in contact with the customer since the original install complaint so this action confuses me. The tech that installed the customers product was wearing attire that was superficially dirty looking, it had a lot of dried silicone/caulk on the outside that made the attire look dirty. If a rug was in front of a patio door after a year or so one would think that it would take on some wear appearance and that is why we asked to split the cleaning bill. We have done some looking into having the rug cleaned ourselves and found a Martinizing place in REMOVEDthat will pick up and drop off the rug after dry cleaning. We will set up this appointment (with customers approval) and have the Martinizing place take care of cleaning the rug. We will pay the entire cost to have the rug cleaned.  

  Customer Answer

  Date: 07/25/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  REMOVED