THAD ZIEGLER GLASS INC

We renovated our master shower. The plumbing and tile work had been completed and the last step for our new shower was to be the installation of a frameless shower enclosure. Things started off well as they were responsive with scheduling a first visit to survey the work to be done and to take measurements. We had to wait a couple of weeks for them to arrive, but we reasoned that the good companies are always busy and therefore backed-up. We discovered a week after they came that the technician failed to get all the measurements needed and they would have to come out again. Unfortunately, we would have to wait another two weeks for this to happen. The second technician was a different person and was very professional and competent. He informed us it would be about three to four weeks for the glass to be ordered and once it arrived, the office would call us to schedule the installation. By then, we were five weeks into the process with 3-4 more for the glass company to get the glass -- then, we could schedule the installation. A month later with no word from the company, we were informed they had the glass, but were not doing residential work due to COVID-19. They assured us they would call us when they were cleared to do residential work. No call. So after several weeks, we called them again. Same story. Again, no call from them after several weeks, so we called again. By this time, we were frustrated. They agreed to do the installation in two weeks. When the technicians arrived, we were elated -- finally, we would have our shower back. Our elation was short-lived -- as they were unpacking the hardware, I pointed out that it was the wrong finish. They checked the paperwork and acknowledged that what they had was not what we asked for. The correct hardware would have to be ordered -- the project was stalled -- again. Furthermore, while our project was held off for a long period due to the company's grave concern about COVID-19, the technicians neither used nor offered to use face masks and entered our residence without shoe coverings. We had to ask them to put-on shoe coverings before re-entering our residence. How serious could this company be about COVID-19, when their technicians appeared to be unprepared to work in this new environment? Out of our frustration, we expressed our displeasure with their service to that point. A project that should have taken weeks had stretched to months, with yet another delay. We were admittedly less than diplomatic at that point. The technicians beat a hasty retreat. Thirty minutes later, we received a terse phone call from the office manager stating that they would not be completing the project due to our mis-treatment of the technicians. I explained our frustration with all the delays and missteps, but he was unmoved. To his credit, he was standing up for his people. Unfortunately, his abrupt cancelation of the project failed to take our side of the situation into account and a lack of concern for customer service or a willingness to engage in some measure of discussion. We have have lost months on this one element of our project and have had to start over with another company. While we cannot speak for the entire spectrum of this company's work or the professionalism of other branch offices, we do believe that our experience with this branch office is an indicator of what others might expect. We cannot recommend them.

unknown