On or about October 15 this firm was hired to design and install a large custom glass block shower in my residence in Ontario, NY. Part of that design and installation contract included a 10 year warranty on the work performed.
In late July of this year, we noticed water staining around the outside of each corner or the glass block. Upon inspection it appears that in each glass wall, where it meets the constructed wood/drywall (per design in the contract) is leaking, and as such has severely damaged the subfloor underneath, the walls, adjacent carpet and eroded the sand/concrete base.
Upon further inspection by installers, including Rochester glass block. It is concluded the only way to repair the subfloor, and the leak, is to COMPLETELY TEAR DOWN the entire shower and rebuild from scratch, including discarding all 488 glass blocks that make up the shower. While this appears to be the most drastic remedy, it is what all the respective experts have concluded including the aforementioned installers.
The problem is that Rochester Glass Block (herein RGB) will not cover ANY of this (even in part) under its 10 year warranty. Their "claim" is that the base was not installed correctly and that somehow caused the walls to leak. Although this base was built to their specification and was inspected by their representatives prior to installation. Moreover there appears to be little evidence that this is the cause at all.in fact several other firms have inspected this damage, including the insurance adjusters and manufacturing reps for the materials used, and their belief is the leaks undermined the base, and caused the majority of the damage.
My concern is as follows:
1) Without any complete inspection or measurement, RGB immediately blamed the work of the general contractor (GC), notwithstanding that the GC did such work at RGB design, direction and subsequent inspection. 2) Follow up calls to RGB have only been returned with abrupt disclaimers, and not with any written denial of the warranty claim stating the reasons why the claim is being denied, despite RGB's oral agreement to provide such documentation. 3) RGB refused to send me any or complete documentation on the terms and conditions of aforementioned warranty, as it is obligated to as specified in the contract.
My last verbal contact with Don on Monday Aug 29, where I once again made the request for the aforementioned written denial and copies of the warranty. He indicated he needed approval from "Steve" who apparently is a regional manager out of Buffalo and that he would get back to me on Tuesday (8/30)
I would expect at least some if not all of this work to be covered under their 10 year warranty, I haven’t received a phone call or anything in the mail and at this point that if moving toward a satisfactory resolution to these requests, and I don't believe it will occur without more formal action beings taken
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