Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/21/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Today, June 25, 2024, KanView Glass came to our house and inspected the work and made the adjustments necessary to center the mirror as it was originally intended.  KanView Glass indicated there would be no charge and has complied with their portion of the resolution agreement.  As a result, I am asking for the Better Business Bureau to remove Complaint ID: ******** from the record as I agreed in the resolution agreement. If I need to take further action, please advise so I can promptly act. 

  ******* *****

  he sink either. I spoke to the contractor who indicated he never had a conversation with KanView Glass installers. The contractor called to discuss and indicate he had no such conversation. They also indicated to my wife that the sconces were not installed therefore they couldn't make the installation based on the sconces. This is incorrect as I was at the house the afternoon of installation and saw them installing the mirror and both sconces were in place. Despite all of the conversation with the contractor and ourselves they claim no responsibility and want to charge. To fix the problem we would have to bear the cost of the repair and if the mirror were broken in the repair, we would have to also pay for the mirror replacement. We are asking that KanView Glass make the necessary adjustments/repairs to the mirror at no cost to ourselves.

  Business Response

  Date: 06/24/2024

  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience and frustration you have experienced with the installation of your vanity mirror. At KanView Glass, we strive for complete customer satisfaction and regret that we did not meet your expectations.

  We would like to clarify a couple of points related to your complaint:

  1. During the installation, a representative of the contractor was on site and provided specific instructions on where the mirrors should be placed. Since the homeowner was not present to give additional directions, we followed the contractor's guidance. Furthermore, the sizes of the mirrors were provided by the contractor.
  

  2.  As mentioned in your complaint, you were on-site during the completion of the installation, and we were not notified of any issues until days later when you requested us to move the mirror. Our technicians also confirmed your presence at the completion of the installation. According to our terms and conditions, any issues must be brought to our attention immediately. Had we been notified at the time, we could have more easily made the desired adjustments before the mirror caulking had cured.

  To resolve this matter amicably, we propose the following steps:
  1. Inspection: We will schedule a visit to inspect the installation in person if necessary. At the time of this response, we have already called you and left a voicemail to contact us at your earliest convenience. 
  2. Adjustment/Repair: We will make the necessary adjustments to center the mirror correctly at no cost to you. (Remove the mirror, remove mirror clips, re-install clips at desired location, and re-install the mirror)  
  3. Replacement Policy: If the mirror breaks during the adjustment process, we will replace it at no additional charge to you.
  

  With this resolution, we kindly ask that you consider removing your complaint. We invest significantly in maintaining our reputation and providing exceptional service to our customers. We believe that addressing this issue promptly and professionally should not impact our standing.
  We value your feedback and your satisfaction is our priority. We will reach out to you immediately to resolve this issue. We appreciate your patience and understanding and look forward to rectifying this situation promptly.