ComplaintsforMetro Glass, Inc.

• Initial Complaint

  01/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I wish to file a complaint against Metro Glass, **************. in ******, **.In August/September (roughly) 2021 I went to them to replace 2 windows that were damaged in the April 2021 hail storm. (Our previous vendor totally dropped the ball on it.) They sent a man out to take the measurements, but they lost his paperwork.They sent another man out to retake the measurements, and after he did the work they found the original measurements.Then they said their glass vendor changed their requirements, so they had to send a third man out to take the measurements again.On 1 October I paid half the cost as a deposit. At the end of October I stopped by to check on the status, but was told it wasn't ready. They said they "meant to call [me]." They had already cashed the deposit check.I went back at the end of November, but the glass still wasn't ready. They said they "meant to call [me]" but never did. They said they expected it to be ready within a month and scheduled me to do the replacement at 9 AM on 10 January. At 9:15 on 10 January I called them to see where the workers were. They said the windows weren't ready. She said she "meant to call [me]," but never did. (This is a pattern with them. They NEVER call. She said she had a stack of people to call about a delay, and presumably I'm in that stack, but was never called.) She apologized; said she would check on it; and call me back today. (Though if her past actions are any indicator, I doubt she will.)We paid the deposit in good faith, but they are not acting in good faith.We're asking that they finish the job the agreed to do and adjust our billing for the repeated delays and lack of communication. (This would be beyond their military discount, which they said I was already getting.) A detailed list of the charges and the discounts is also requested.I have attached an image of the note they gave me, with our scheduled replacement time.

  Customer response

  01/20/2022

  Im sorry the company has not responded to you. I have contacted their parent office in ************* and spoke with the manager there (*****). She looked into it, contacted the window vendor (the company making the windows), and now has me scheduled for a replacement on 1 FEB 2022. Provided there are no further missteps, I expect the issue to be resolved on that date, as ***** has been very good at keeping me informed of whats going on.
  

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