Sugarhouse Glass and Mirror

We contacted Sugar House Glass to install our new shower surround. They sent someone out to measure for the glass, and after they completed the measure they stated it would be about 3 weeks before they could get the glass cut and then installed. We thought this was a pretty long wait, but we accepted their excuse that they were busy. A week goes by and they call us saying they need to re-measure the shower again. We thought this was odd, but went with it. Two more weeks go by and finally, the day comes to install the glass. They were supposed to be at our house at 8am. 9am passes, still no installers or phone calls. We finally call and ask him where the installers are. He then tells us that they have “lost” our glass. Finally, they call us back at 5pm and say they found it. We start to discuss the next installation time. The owner tells us that we can have the installers come in at 6AM the next day or we would have to wait another week. 6am??? We couldn’t believe it. We asked him if he could bump another appointment considering all of the problems and hassles we had gone through. We told him we had little kids, and that this was just a rough time. Shad kept saying it wasn’t his problem and “do you want that time or not”. He was very rude and short with us. Finally we just said yes to the 6am time, and we told him we hoped there wouldn’t be any problems. Shad stated that “99% of the time installations go well”. So the next morning at 6am we crawled out of bed and let in the installers. About an hour into the installation the installers stated that the metal that was sent with them was the wrong kind, the glass wasn’t tempered (big no no, breaks easily), and one of the glass panes were a full 4 inches shorter than it was supposed to be!!! After two measurements, 3 weeks, and a promise that 99% of installs go well – almost everything about the materials sent with the installers were WRONG. The installers left and we called Shad again. At this point we were very frustrated and at our breaking point, but this is where it went from frustrating to completely offensive. While on the call with Shad (again, the owner of Sugar House glass) we expressed our frustrations. I left several messages with him, and he never bothered to call back. Again, the owner did all of this. He wouldn’t call us back and tell us when the installers would come back, or anything. Finally I called the main office and they stated that the installers would be coming by the next day. This is after 3 days of calling the owner. The next day the glass was installed and finished. After the installation I called again and stated in my voicemail that I wasn’t going to pay the other half of the bill until he called me back. Of course he called me back in 5 minutes! The owner in our call was never apologetic, never offered anything to us to smooth things over. He did nothing to try and make things right. He just said he was sorry the installation didn’t go well. That’s it. He just listened and did nothing. Here was his chance to try and smooth things over for a customer, and he did nothing. I called their main office after and paid the rest of the bill – so I could be done with the experience. I normally don’t write things like this on review sites, but I had to do something. I have used other glass shops in the past, and they are far better than these guys. Spend your money somewhere else where they care about taking care of you, and don’t push any problems that may occur back onto you the customer.