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We went to M&A Glass to purchase a custom shower door for our new bathroom. All was good. Loved the unit and they were great to deal with.
Then came the fun.
Their first attempt to install the unit wound up with a tile breaking. We stopped the install and asked that M&T repair the tile. They pointed to their standard agreement saying they were not responsible for the break. So we paid for a contractor to come in, chip away the tile, and re-install the tile.
Then M&T came back in to put the finish off the install of the shower door. That's when they cracked a tile on the other side of the wall. At the time the installer himself said that it was jobs like ours that made him realize he needed the right tool for the job. To me that indicated he knew he did something wrong and that caused the tile to break. So we refused to pay for the repairs required and asked that M&T fix what they broke. Instead they refused and said that the break was caused by:
- faulty construction (which was disproved)
- faulty tile installation (which cannot be disproved)
- poor quality tiles (which was disproved)
Anything but faulty installation techniques are equipment (remember the "right tool for the job" comment from the installer?).
I finally asked that M&T just walk away form the job as I don't want them back in my house to crack another tile and make me spend more on a fix. Their response was to send a legal letter demanding we pay them $424 for them to cancel the job.
I was shocked by the entire scenario as I've only heard good things about M&T - that's why we went with them in the first place. However, beware if they dare crack a tile during installation - as you'll be on the hook for all repairs costs AND still have to pay them in full!
Upate:
After the last conversation below where the manager assured me they would refund me EOD, nothing happened, so I called back the next morning.
The manager told me that they were unable to refund me yesterday because their accountant wasn't in, but said "the accountant is in today right now, for sure, it will be done today, don't worry".
No apology.
Called again at the end of the day and was told they couldn't refund me because the accountant wasn't in, despite what I'd been told the previous 2 times.
No apology.
Next day again still waiting on the refund, so I filed a dispute with Mastercard, which I have never done before, and don't expect I'll ever do again.
Never dealt with a company that has so little respect for it's customers.
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Like a lot of people, I saw the overall google rating, and didn't both checking recent reviews before putting a deposit down with them.
Quite frankly, this is probably the worst customer service & communication I have ever seen.
- August 17, I put down a deposit of $710 to replace a broken window, with an estimated installation time of 2-3 weeks
- About 5 weeks later without hearing from them, I call and they tell me they are getting my window in at the end of the week, and I'll hear from them Thursday
- No call that Thursday, so I call Friday and they(the general manager Ken) tell me that the order is now coming in October 4, which was a few weeks later, but that he'd make a note to call me and update me that day
- October 4 rolls by without hearing from them, so I call the next day, and am told the new delivery date(note, not installation) is now November 4(11 weeks from when I put my deposit down)
- I am quite upset, and they offer a 125$ discount
- The next day I call near the EOD and tell them I'm cancelling, I can't wait till winter for a new window. Receptionist says he'll tell the general manager, who will call me back
- The next day after that, I still haven't heard from them around 11, so I call and get the general manager immediately, who say's no one talked to him, but he'll check my file and get back to me within an hour
- 2 hours goes by, I call and he's in a meeting, so I leave a message to call me ASAP, but the receptionist tells me that they will cancel my order no matter what
- Another hour goes by, I call again, and after 15 minutes on hold, get ahold of the general manager, who, I kid you not, has no idea who I am, and says he needs to look at my file(again) and call me back(again)
At this point, I'm furious and tell him no way am I doing this again, and he say's I'll have to check your file and see if we can cancel and give you your deposit back, it might be too late.
I demand a refund, and he assures me he will send me an email confirming cancellation by the end of the day.
Well, the end of the day has passed, so I guess I'll see you in small claims court Ken(100% serious, never done this before but no way are you people getting my money).
Btw, I have already put down another deposit with Centennial, who have been super fast and on the ball about communication.