Complaints

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• Initial Complaint

  Date:05/23/2024

  Type:Service or Repair 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.

  New construction home with ****** ***** in Chillicothe Ohio. American Image Glass installed shower door in master bath. The door since it has been installed has been slipping and hitting other side of glass panel. They have been back several times to tighten hinge and placed a spacer in top hinge to try to get it to stop slipping. No luck. I have called several times left messages on machine and with operator, no one will call me back. I sent emails, I left messages on facebook no one will call me back. I got my builder to get ahold of them. They have never called me back. Then when my husband broke a screw off inside hinge we needed to order a new one. They will contact me back for that. They told me to come here and tighten hinge it would be 600.00 and to buy a new hinge is 250.00. They did order a new hinge but when we recevied it; it was the wrong one. I have sent pictures and explained what hinge looked like to her. I also have asked her why this is not still covered since it has been an issue since they installed it. No reply to that question. I did get another company from Ashland Ky to come look at it. They side side glass panel has come away from wall at the top. I did send this in an email to American Image to explain what is wrong with our door. again no reply. The other company said it will cost 1650.00 to fix. They need to take off and reattach side panel and re hang door at least 3 days later.

  

  Business Response

  Date: 05/30/2024

  Good Afternoon,

  Mrs. ******* called us 4/2/24 and said her husband tried to adjust their shower door and stripped the screw in the hinge. At that time we said we would come out and change hinge out cost of hinge 220.00 labor 125.00 and travel time 300.00 total of 645.00 which was the same price we charged in 2022 to builder travel time American Image has never said we would not come. Her door is out of warranty original install 8/04/2022 went out again on 1/6/2023 and adjusted door. It 's been a year so now she has another glass company come out and give her a price when we could had it done but she wanted hinge mailed to her as far as it being wrong hinge manufacturer sent the hinge using original order which was a mistake i guessing which we have been in contact with them to get new hinge. out of warranty. The shower door that was installed has a header above all glass for a panel pulled out all most impossible unless someone pulled out the vinyl out of top of the panel. American Image Glass will not go behind another glass company at this point. As soon as new hinge comes in I will mail again. I will send all emails with corresponding to Mrs. *******.

  Customer Answer

  Date: 06/05/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: The door has slipped since they installed it. they never told us it was under warrany and when it would go out since we had this issue since they installed it. Yes we did try to tighten the hinge, we was never told not to that it would ruin the warranty. I understand the warranty is expired but this issue has never been resolved. They would never call and talk to me on this matter. I had to file this complaint to get them to call me. We are just glad the door or more did not bust all over the room, it did chip on the door at the very top very small. I don't understand why they want to charge to fix a problem they have yet to fix. Like I said they have been here at least 3 times if not more. I tried to get someone to call me back now since the first of this year. No one will return my call, only to tell me the price and nothing beyond that. Then when I did file this complaint they wanted me to resolve this inorder to give me a price to come place another hinge. I know we messed up the hinge and yes that is on us. But again we thought we was helping. Boy, that is what you get for trying to be good to them. 
  
  Regards,
  
  ******* *******