I did not want to have to write this. I live on the mountain and want to contribute to the local economy.
I live in an area that gets high winds and heavy rain falling horizontally some times. I called Crestline Glass because I needed an expert consultation and I could only get that with a company that has experience on the mountain.
When Crestline Glass came out, they told me that since I had vinyl window frames, I didn't need to replace each entire window. I only needed to replace the glass. With their guidance, I hired them to replace 10 windows.
As the seasons changed and we started to get rain, all of my windows were leaking. I called Crestline Glass and spoke to a woman named Tina, who is the manager. Tina was not very customer friendly, but agreed to send someone out to look.
When the installer came out, he told me that he installed the glass as it should have been installed.
I called Tina back and told her that I was confused about why Crestline Glass would have recommended installing just the glass. Tina was argumentative, but agreed that she would speak to her manager and get back to me. She did not get back to me.
I found another local window vendor. I hired a local contractor as well. As it turned out, the window frames were all bad. Not installed correctly, no flashing, and just old. It took about 15 minutes for the new vendor to advise me of this. That's what a local expert is supposed to do.
I called Crestline Glass and spoke to Tina again. I explained our findings to her and I asked her, "Why did you recommend to just install the glass?" Tina actually told me, "We did what you asked us to do." I told Tina that I am not a window specialist. I am a consumer and I am not qualified to determine what needed to be done to resolve the window problems. That's why I hired a local expert.
Tina showed no concern about what I was telling her. I told her that I would expect that Crestline Glass would have had the professionalism to evaluate the windows and then to make a professional recommendation. Given that the windows were old and where I live, they should have at least told me that the windows were old and that I might want to consider replacing all of the windows with the frames.
I told Tina that I think Crestline Glass has some responsibility in this and that I would like to work things out amicably. Tina said she would talk to her manager and call me back. She never did.
I left a final message on their machine telling Tina again that I wanted to resolve this, but if she would not communicate, I would have to pursue other options.
I don't know if the owner knew about any of this. The guys that did the glass installation did their job well. It was just the wrong solution to a problem Crestline Glass should have been better able to consult their customer on. All of this could have probably been resolved with Crestline Glass being willing to do the right thing and take a great opportunity to learn to consult their clients better. Tina was not pleasant to deal with and she seemed to be completely indifferent and unwilling to help resolve the issue.
If the owner sees this, I would like an opportunity to discuss with him. Calls to him have not been returned, but the requests were made to Tina. read more