One of the worst customer service experiences in my life…read more
So we got an estimate to do a glass shower enclosure for our brand-new Master Bathroom in our Bellflower home. The price was reasonable so we accepted.
After some scheduling mess we finally got the installation done. It was okay. The gap in the door was a little larger that I'd prefer - but it was done. The day he (Dave) left there were some cracks in the brand new tiles, (some of which were under/behing the hinges and supports) which meant that the enclosure would have to be removed, the tiles replaced, and the enclosure re-installed. Dave assured me on that day that he would take care of it - FOR FREE. "Just let me know when you're ready, and we'll come out and take care of that for you." he said.
I was VERY busy at work for about an year - too busy to take time off for him to repair. And then COVID Struck. So for the next two years we would not let anyone, ANYONE in our house. So now I have retired, and COVID has calmed down and we are getting things done around the house. So I called Dave.
I left messages, and sent texts, and no response whatsoever. FINALLY, he responds. We talked and he doesn't remember anything, at all. AnHe had me send him pictures. I sent copies of the invoice, measurements, he still doesn't remember anything. So he finally decides that MAYBE it happened. But he says that it's been three years, and he can't be expected to honor that promise after that amount of time. I explained about my job and COVID but that fell on deaf ears. So I offered to pay something for this service and asked him for a price...$750 he said. That was to remove and then re-install the glass panels. Well the TOTAL installation and Materials was $1000. Then he went down to $600. Then - on 10/8 - he sent a text - "Do you know what I talk to the boss lady the real boss and she said that we can do it for 500 it's 250 for taking it out and 250 to put it in. let me know if you want me to do that and I'll get over there right away to get it out for you.
I responded two days later - Okay I accept your offer. I would like you to put it in. I will remove it. I am working with the tile guy setting up the repairs. I will keep you posted.
The tile work was very difficult to get done because it's Glass tile. Out of 15 companies I spoke to - only TWO were willing to do the work. When The tile was finally done and cured, I sent Dave a message on 11/4 - three weeks later..."Good afternoon. I finally got the tile repairs completed and am ready to plan for the enclosure installation. Please call me when you're available so we can work this out. Thank you. I really appreciate it."
He responded asking, Who is this, which job is it, send pics of the shower so I can remember who I'm talking to. (It's the same text thread)
Dave has some kind of memory problem because every time I contact him - I have to remind him who I am, what job I have and all the details to refresh his memory. So I have to remind him with a picture, and the explanation of what happened, AGAIN. I added the pics and copied and pasted some of the previous diatribe to refresh his limited memory. and told him that the tile was complete.
He responded with, "You took it out hopefully you got all the parts .did I give you a quote . we usually don't install somebody else's work like if you order something from Amazon we don't install that that's cheap shit."
HE DID THE WORK. HE SUPPLIED THE PARTS! It wasn't Amazon's cheap shit.
Then he remembers a PART of the conversation, "Oh yeah this is the one I told you it's gonna cost you 500. And that was cheap because I wanted more I remember I don't know why we went down to five . Because it's actually harder to put it in now than it was when I was brand new and them tiles got to be the same height and the same measurements as the old ones otherwise it's not gonna work so maybe take that little piece and set it up on that notch and see if it fits before you pay me five dollars to come over there and install it for you." I told him that we only replaced the BROKEN TILES - That the measurements were EXACTLY the same.
We had a little more conversation, but he was just reinforcing that even though he agreed because of the "Boss Lady," that no longer applied. "That was then this is now in and the only reason I made it like that so it looks good to you I Can't installing 90° for $250 . One guy cost how much I'm not gonna be paying out of my pocket see if you can find another glass company to do it for that good luck."
Then he told me that he would normally charge $1000 to do it. Again, That's how much the ENTIRE Job cost when He installed it. So I said that he was "Blowing me off," which he denied. Then he said, that taking it out was easier than putting it in, and he quoted the $250 out and $250 in because of Vivian. The he said, "Taking it out is easy, putting it back in is the problem. You took it out, put it back in. See how it is."
THIS COMPANY IS A JOKE!
