TWIN CITY GLASS CORP

I had a truly unbelievable experience with this company today. For a little background, I recently had a 7’ x 4’ x 1/2inch tempered glass shower wall explode into 100’s of pieces when (luckily) no one was even in the room at the time. I understand that although this is not common, it does occur a small percentage of time, due to inclusions that were embedded in the glass during the manufacturing process. I will also note that the glass is 8 years old. As Twin city did the original installation, I called them to review the situation and to get a replacement glass panel. Late last week, one of their technicians came, assessed the situation and told me he would review the issue with his manager and advise. Today, I received a quote for $1,400 to replace the glass with no other explanation. Subsequently, I called the business to discuss this with someone to see if I could get some relief on the quote since the glass broke spontaneously, with no impact or prior damage. I was quickly transferred to a “Manager” who immediately started talking over me, wouldn’t listen to what I had to say and was just totally rude. Within 30 seconds of taking the call, the manager, who had done most of the talking, hung up on me. I had not been aggressive or rude at all. I just wanted him to hear my story and see if there was anything he could do for me. As I was quite shocked, I called him back and he continued to be totally unprofessional and rude. He ultimately told me that he didn’t even want to do the job for me and that I should go somewhere else. When I asked what his name was, he said “Mark” and refused to give me his last name. He did tell me that he was the owner who I now know is Mark Weinholtz. I can honestly say that this is the worst customer service that I have experienced in my life. If he had listened to my story, sympathized with my position and then told me that unfortunately there wasn’t anything he could do for me, I would have just gotten the work done. But rather than listening, he talked over me and generally didn’t care what I had to say. The worst part of this is that this guy was the owner and treated me this way. Ultimately, I guess we did agree on one thing - Twin City Glass won’t be replacing my glass shower wall. Perhaps this guy knows how to sell things to contractors and builders, but he certainly doesn’t know how to talk to the end customer or to provide customer service. I am strongly recommending that you avoid doing business with this company!