This customer is not a customer here at Classic Glass & Mirror. We are currently investigating both this reviewer and HomeStars for posting slanderous and defamatory content on our page. You can see from the invoice that it is another company who completed the installation – this customer is easily able to post her comments where they rightfully belong but for some odd reason, she has chosen this route. A similar logo does not indicate that these companies are one in the same. As for the e-mail she posted from Classic Glass & Mirror – this was a professional opinion as we have a close relationship with the company who completed the installation, whom are legally their own entity, with their own customers, suppliers, employees, etc. Luckily, we were able to have the company who did the work respond to this review (otherwise being unable to defend themselves since this reviewer is reviewing the incorrect company). They state:
First of all we would like to point out that we have done more than one installation for this customer in her home and she was more than happy with the other products (including a mirrored wall, vanity mirrors, and an ensuite shower enclosure). This sliding door installation does require a service for a final adjustment to address issues; however the customer refuses to let us complete this service and is requesting $1000.00 refund (original cost $3,138). It is quite clear that after filing a false dispute with her credit card company to pull back her 50% deposit the evening before her installation appointment that she had no intentions on paying for this product in full. We have offered her a credit for the cost of a service as after she had been harassing our staff, installers, and name-calling the owner of the company, we thought it best that we do not continue this working relationship. CRL is not a Canadian company, they have a Canadian distribution center, and it is in fact a worldwide company with the best quality hardware on the market. We did not indicate that this hardware was ‘specialized’; we indicated that the hardware required for this installation was not cheap by way of dollar amount or in quality. The hardware kit was not missing pieces, the length of her sliding bar simply required 2 more brackets for stability to which we ordered and installed. The stopper was installed correctly, however the customer advised that her children liked to play with the door and that she could not stop them from doing so. Under normal use, this would have stayed in place. Please keep in mind that this is an extremely heavy door and it was installed level (children should not be playing with it). For installation purposes the bar for the sliding system was installed slightly higher than usual due to an issue with the opening. We provided a temporary fix and raised floor guide (as pictured) in the meantime so the door would safely stay in place. We had planned to change the guide and/or adjust the bar (as the bar has room for a small amount of raising and lowering if required), but when we arrived on site to complete final services both this customer and her husband were happy and advised that this was not an issue and the adjustment was no longer needed. The lock keeper was installed with proper backing, and the customer advised that their contractor was going to finish off the drywall to create a smooth finish as this outside of our scope. The lock did come off the door as pictured; which required a service. This was not siliconed in place simply because we wanted to ensure the lock location was finalized with the door adjustments. This silicone is what was required as the final service to which the customer refuses to let us complete. After the last visit, the customer in fact tipped both of our installers $20 each for their good work as they claimed to be happy with the services rendered. We had also provided this customer with a free upgrade on her ladder pull handle from brushed stainless to polished brass, as well as providing her with free brass L-channel for her wall-papered wall to match her ensemble, installed. This customer also attempted to offer our installers a “side job” to complete other work inside her home, so she could get it done cheaper by not going direct through the company. Luckily we have honest employees and we appreciate that they turned this down and advised us accordingly. She has also sent harassing text messages to our installers.
There was a previous glass company trying to complete the same type of glass door installation that needed to be removed as she was not happy with the product, either. We removed this for her on same-day notice as she was fearful of the safety of her toddlers.
This seems to be a repeat occurrence for this customer as she has also posted poor reviews on the previous glass company. For some odd reason she is out to ruin our name all for a $1,000 refund that she is not entitled to. We have offered solutions but she refuses to let us complete the work. At the end of the day, it is clear that she was not interested in paying in full for her order.