BGS Glass Service

Service Provider Response

[Member Name Removed], Thanks for the review. I am happy to hear everything went well and the grid match is seamless. We strive for 100 % customer satisfaction and it sounds as if the installers made this happen for you. Owner- Shannon Williams

Service Provider Response

[Member Name Removed], Thanks for the review, I am happy BGS was able to help you out with only the glass replacement of your octagon window. Please keep BGS in mind for all your future glass needs. Thanks Owner: Shannon Williams

Service Provider Response

Thanks for the review; BGS strives for 100% customer satisfaction. Sorry for the delay on this response, I was unaware of this review and realized I need to log on more frequently. BGS looks forward to serving your future glass needs, Thanks Again, Owner: Shannon Williams

Service Provider Response

I would like to apologize for the tardiness of this response; I should be logging onto the site and taking care of these reviews more frequently. My estimator went out and measured this project and never responded to this member because he filed the estimate with another client'[Member Information Removed] paperwork. I have spoken to my estimator about this and the importance of keeps separate folders for each project. Thanks for the review and bringing this to my attention. BGS now has new procedures in place to hopefully eliminate this from happening again. Owner: Shannon Williams

Service Provider Response

[Member Name Removed], Thanks for the review! I was pleased to read your review and posted it for my guys to see. We here at BGS strive to make all customer experiences like the one you received. Please keep us in mind for your future glass needs. Thanks, Shannon - Owner

Service Provider Response

Thanks for the review. I am not pleased by the fact you were never called back with an estimate. I have looked into this matter and found that your paperwork was accidentally stapled to another job that was billed. I apologize for this inconvenience. It has changed the way we handle jobs that are measured and waiting for a quote. Thanks again for helping us improve the customer service at BGS. Owner: Shannon Williams

Service Provider Response

Thanks for the review, I am glad we were able to get our schedules to mesh and get this taken care of in a timely fashion during our busy season. BGS glass is here for all your glass needs from Shower Doors, Mirrors, Patio Doors, Replacement thermopanes to everything else glass related. Owner : Shannon Williams

Service Provider Response

[member name removed], Thanks for the review, BGS looks forward to serving your future glass needs from windows to patio doors and shower doors to mirrors, BGS takes care of all your glass needs. Thanks Again, Owner: Shannon Williams

Service Provider Response

Thanks for the opportunity to supply you with the glass for your nightstand. It will keep your nightstand looking great for years to come. Please keep us in mind for all your future glass needs.

Service Provider Response

Thanks for the review! It was a pleasure to take care of the glass for your wall clock. Please keep BGS in mind for all your future glass needs.

Service Provider Response

Thanks for the review! It was a pleasure to take care of your leaded glass needs and BGS looks forward to serving all your glass needs in the future.

Service Provider Response

Thanks for the review! I was glad to hear you were satisfied with the service and communications as BGS strives for 100% customer satisfaction. BGS looks forward to serving all of your upcoming glass needs in the future.

Service Provider Response

Thanks for the review on the installation of your shower door. I am glad we were able to make the necessary adjustment in scheduling. BGS glass looks forward to doing more business with you in the future. As always BGS Glass Service strives for 100% customer satisfaction. Thanks Again for the review!

Service Provider Response

Thanks for the review. BGS glass looks forward to doing more business with you in the future. As always BGS Glass Service strives for 100% customer satisfaction.Thanks Again for the review!

Service Provider Response

Before making any judgments from Member please see all the other GREAT reviews from customers! Let me start off by saying that BGS hired a new employee that was working on this project, this was his 3rd project for BGS and his previous jobs went perfect with lots of compliments. First let me state that there was no general contractor on the job. BGS started working with one individual and then the project was flipped over to Tyler after 2 months of working with one individual. When the contract was signed in early Oct. and a completion date was given, BGS’s new employee made a bad call in regards to when the job was going to be done since he did not verify with the vendors of their holiday schedule. This was an inexcusable procedure from a project manager. When he called and ordered the product, the vendor then gave him a Dec. 19th delivery date. At that time the project manager should have called and explained this to Member, unfortunately this was not done. As for calling and emailing 10-15 times with no response, BGS’s project manager went AWOL on us and we could not get ahold of him either. At that point, BGS had no idea Tyler was trying to get in contact with someone from BGS; it’s hard to help someone when you are unaware of their situation. When Member finally did get in contact with a BGS representative, BGS needed to dig into the project and find out where the project stood as far as progress of installation and products needed. BGS is now moving forward on the project with a seasoned project manager. BGS made this project a priority and used all resources on board. The trim was on order but with the Christmas and New Year’s Day holiday shutdown the trim was pushed back to a Jan. 10th delivery. The reason the trim order fell behind was because Member added more trim to the order and the vendor wanted to do all of the trim at once. Anyone who has purchased different lots of tile/carpet can understand the reason for this. All the wood doors and wood trim were stained by our vendors’ vendor. So when Member mentions the stain wicking onto the glass this was done by a 3rd party. BGS did offer to have our vendor come out and look at the wood doors and glass in question. . As for what went wrong, glass is very fragile and can break easily. Unfortunately, when the installation crew was setting glass, one of the insulated glass units broke. BGS immediately placed the order for a replacement unit. Insulated glass unit production is done in a clean, controlled environment by special fabricators. Most glazing contractors order glass from these producers. The caulk job would have turned out better if the window openings would have been built correctly. There was an out of square issue up to 5/8”. Caulk tips are only a ½” wide so that made it very difficult to lay a perfect bead. Member was given exact measurement to create the opening to, but failed to do that, so the installer made the opening bigger which caused Member to have the drywall opening refinished. A general contractor would have made sure all opening were square and right the first time. BGS had to go out and try to install one remaining door 3 times because again, they did not hire a general contractor. When they saw cut the opening for the door there was a 1 ½” -2” void between the layers of the insulated pre-cast wall and nothing was done about it before scheduling the install. They filled the void and called BGS out right away which we did and the newly poured concrete was still wet. So now the 3rd time out BGS was finally able to complete the door install. Member experienced a 2 week hiatus from BGS but not months as stated. I am sure that Member and the rest of the employees are very good at their jobs. This was an addition that required a general contractor or project manager that is familiar with construction projects.

Service Provider Response

Thanks for the review. BGS glass looks forward to doing future business with you. As always we here at BGS strive for 100% customer service.

Service Provider Response

Member, Thanks for the review. Here at BGS we strive to achieve 100% customer satisfaction. I will be talking with my staff about the communication mishap. With reviews from customers it helps shed light on areas that need to be tuned up. Thanks again and we here at BGS look forward to continued business.

Service Provider Response

Thanks for the review. We here at BGS look forward to doing future business with you.

Service Provider Response

Thanks for the review. BGS looks forward to doing future business with you.

Service Provider Response

Thanks for the review and it was a pleasure doing business with you. When I showed my Shower Door team the review they had this to say “that morning while loading the truck we realized that our vendor had only dropped off 2 of the 3 glass panels the day before. We called our vendor and to our surprise he had truck issues in Kenosha. The driver was waiting for a repair truck and he had our third piece on the truck. So my guys went down to Kenosha and picked up the third piece of glass. From there my guys went to your job and completed it. When working with out of town vendors it makes certain things out of our control but this time we got lucky”. Again thanks for the review and BGS looks forward to doing future business with you.

Service Provider Response

Thanks for the review, I appreciate the feedback on the staff and have had a conversation with the entire staff on how important customer service is from the phone conversation to the final install. I am confidante this was an isolated incident and will not happen again. Thanks again for the feedback.

Service Provider Response

Thanks for the review. Look forward to doing future business with you.

Service Provider Response

Thanks for the great review. BGS strives on customer service and it's always nice to hear when we hit the nail on the head. It was a pleasure working with you also and BGS looks forward to doing future business with you.