• Report: #1123436

Complaint Review: Eagle Glass Enhancement

  • Submitted: Thu, February 13, 2014
  • Updated: Fri, May 09, 2014

  • Reported By: akfastcash — wasilla Alaska
Eagle Glass Enhancement
2200 Gambell St, Anchorage AK 99503 Anchorage , Alaska USA

Eagle Glass Enhancement Eagle Glass Owner claimed to be a 3M rep for our region, we hired her to put 3M security film on our windows at our business, 2 weeks after installation we had a burgler enter through her security film in less then ten seconds. We asked for the 3M product name and model number, days later she admitted to using Johnson and Johnson film. We asked for a full refund and removal of her product, she wanted to charge us 1200 to remove her film. Anchorage Alaska

*REBUTTAL Owner of company: Timeline of Events and Facts

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We originally purchased 3M Safety film from another company.  All windows have the 3M logo on them.  Barbara came in and introduced herself as the new 3M Rep., stating that Rob had gotten out of the business. 

We later had an attempted break in on our front door protected by the 3M film applied by Rob.  After 5 min of hitting the glass with a oversized framing hammer the burglar left without gaining entry and only damaged the outer pain of the double pain window. We called Barbara and told her how happy we were with the 3M film and asked her to put the film on the replacement glass door pain.  She applied the film and we never had another attempted forced entry. 

Several years later we added on to the  building and added many new windows.  Barbara was contacted to apply the 3M film to the new windows for $3822.68.  16 days later our business was broken into and robbed of an ATM machine through the windows she had protected.  The video surveillance shows the burglar throwing a spark plug at the glass and then kicking it several times.  The time needed to gain entry with little to no tools was 10 seconds.  The window film tore completely in half and allowed easy entry to the store. 

We immediately reported the incident to Barbara and asked what could be done.  Barbara said she would contact 3M and ask what we should do.  She came back and told us that 3M wanted a sample of the glass with the film on it so they could determine if the product was defective.  We provided the damaged film and waited several days.  When we didn't hear back from Barbara I contacted 3M myself and was told I would need to know the exact product name of the film that was used.  I contacted  Barbara by text and requested this information.  It took Barbara two days to reply and she finally replied admitting that she had used a different companies film, Johnson and Johnson. 

We feel we were lied to and sold a false sense of security based on the reputation of 3M's security film and our personal experience with it.  We demanded that Barbara remove the inferior product and apply the 3M product we were sold.  She informed us that she was no longer a 3M Rep.  I later learned by the State of Alaska's web site that her company Eagle Glass Enhancements didn't even have a license to conduct business. 

Barbara's repeated mention of 3M after the break in illustrates that this was fraud not a lack of communication.  She would never have contacted 3M regarding a Johnson and Johnson product.  We then demanded a full refund and were told that she would not refund our money.  We need the states help to protect us and other business from these bait and switch business practices.

This report was posted on Ripoff Report on 02/13/2014 04:48 PM and is a permanent record located here: http://www.ripoffreport.com/r/Eagle-Glass-Enhancement/Anchorage-Alaska-99503/Eagle-Glass-Enhancement-Eagle-Glass-Owner-claimed-to-be-a-3M-rep-for-our-region-we-hired-1123436. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 REBUTTAL Owner of company

Timeline of Events and Facts

AUTHOR: Eagle Glass Enhancement - ()

The Lowes filed this same complaint with the Better Business Bureau.  The BBB subsequentally investigated and I was cleared of all accusations and remain in good standing with that agency.  Currently have an A+ rating with the BBB.

The flollowing is a factual timeline of the events and interactions I had with the Lowes:

Sometime during 2007-2008 I was contacted by Tom Wisdom (with Speedy Glass in Wasilla 907-376-3251). They were replacing an entry door at Fast Cash Pawn & the customer wanted safety film applied to the door glass. Mr. Wisdom provided contact info for Mrs Lowe & ask that I contact her directly. Arrangements were made and safety film (Johnson SEC08) was applied to the door. I never went to them and introduced myself as their new 3M rep. I never made a ‘cold call’ to them or, any other business. Mr. Lowe told me that ‘Rob’ was no longer in business……I do not know Rob.

Approximately September 30, 2013 Mr. Lowe called needing safety film applied to a 4-plex (?) that was being sold.  Numerous windows along the front did not meet IBC safety code. Application was done, using Johnson safety film, October 1, 2013.

November 12, 2013 Mr. Lowe called and ask for a quote to supply & apply safety film to the windows of new addition of his pawn shop. Told him I would measure the next day, 13th. Ask if he would be at the pawn shop to discuss products and he said he had to go to Anchorage but "wanted same film that I applied to the door". I responded Johnson 8 mil, clear. Quote was provided verbally to Mr. Lowe on the 14th or 15th. I called Mr. Lowe on November 25th to inquire if he'd made a decision and he said he was going with another company.....lowest bidder.

December 13th Mr. Lowe called, stating he had a break-in. Other window film 'guy' couldn't get any product and was 'on his death bed'. Could I film windows in the buiding addition ASAP. He agreed to pay overnight shipping &, install was scheduled for Sunday December 15. We picked up film in Anchorage Saturday, since UPS does not deliver to the Valley on weekends, & did install as scheduled.

January 1, 2014 Mr. Lowe called, very upset because 2 men broke into the pawn shop and stole the ATM machine (which was recovered the same night). We met at the pawn shop a few hours later. His son arrived first & showed me the security video of the break-in. When Mr. Lowe got there he wanted to know why they were able to get through the safety film. Explained its not invincible.....we cut it with a knife to install. Thieves used a spark plug to break through and then proceeded to kick in the window.

Info on why ceramic spark plug easily breaks through safety/tempered glass and it's hardness rating:


He went to a YouTube and pulled up a video. About 2:20 into the video he said this is what I thought I was getting :


Pointed out a couple times that the ESG Ballistic product was a special security glass, not a film, and they were not comparable. Did not get any response. I left shortly after that, and haven't seen Mr. Lowe since. Did not take or receive any of the damaged window and/or film.

January 2nd I called Mr. Lowe but he didn’t answer. I then text him the same day, asking if I could pickup ‘the glass w/film from the breached window’. I did not receive a return call or text.

January 6th Mr. Lowe left voicemail asking I call him. Text him within 45 minutes that I was working in a no cell zone, but would contact him, and did so within 24 hours. He wanted product name, which I provided.......Johnson SEC08.

January 30th Mrs. Lowe called, demanding her money back and that I remove the film. Tried to discuss why I would not return their money, but offered to remove the existing film, as a customer courtesy, since they wanted to try a different product.....you cannot apply one safety film over another. She hung up on me. She text me the next day asking when I could have the film removed. I text that I'd schedule it for February 11th. When my tech went on site to remove the film, she was told to stop.

Nothing was misrepresented to Mr. Lowe, and I do not think it's reasonable to offer a refund. Initially he wanted Johnson Sec08, same film I applied to his from door. Day after break-in he indicated ESG Ballistic product and, a week after that 3M.

I have been in business for 13 years, and currently have an A+ rating with the BBB (although my company is not BBB accredited). I became a 3M dealer and I am still a 3M dealer. I sell/install 3M Fasara decorative & privacy films, in addition to 3M solar UV control film……I do not carry 3M safety film. I also sell/install Johnson (2003 to present) window films - solar UV control and safety films, along with being a Solyx (2002 to present) decorative film dealer/installer.

To expand on previous break-in attempt, where bad-guy beat on front door with a hammer……front door is a double pane of laminated glass. Glass assembly of the front door is much, much tougher than that of the tempered windows in new addition to the pawn shop, with or without safety film. This information was provided to me by Speedy Glass who made & installed the door.

Laminated glass is a type of safety glass that holds together when shattered. In the event of breaking, it is held in place by an interlayer, typically of polyvinyl butyral (PVB), between its two or more layers of glass. The interlayer keeps the layers of glass bonded even when broken, and its high strength prevents the glass from breaking up into large sharp pieces. This produces a characteristic "spider web" cracking pattern when the impact is not enough to completely pierce the glass.
Laminated glass is normally used when there is a possibility of human impact or where the glass could fall if shattered. Skylight glazing and automobile windshields typically use laminated glass. In geographical areas requiring hurricane-resistant construction, laminated glass is often used in exterior storefronts, curtain walls and windows.

laminate glass info

Windows in new section of the pawn shop are tempered double pane glass. Link below compares tempered to laminate glass from a security standpoint:



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