Glass Management Services

First I contacted two companies via the internet about the mirror replacements, and both companies called me back. Due to the simple nature of the project, both had me e-mail them pictures and approximate dimensions. One company never contacted me again, while this company contacted me via e-mail with pricing. When I decided to go ahead with the project, they sent out a serviceman to measure the mirrors more exactly. He was very professional, polite, and friendly. When the mirrors were ready, they called to setup am appointment to have the mirrors replaced. The two gentlemen were very careful to not break the wooden molding that went over the edges of the mirror, which I knew could happen no matter how careful they were. The molding was put back in place over the new mirrors with no breakage, so the project went as best as possible. The new mirrors look great, exactly as the older mirrors without the frosting. I would definitely recommend using this company for any of its services.

On 12/8, I contacted G&M to inquire about the status of my order. I was told my order had been in their warehouse as of 12/2 and it was just waiting on the Scheduling Department to schedule the delivery. It wasn?t until the following Monday when G&M called to schedule the delivery for that Wednesday, 12/14. It was raining buckets that day and as I was helping to wipe off the glass, I noticed that one of the pieces for our family room end tables was scratched. No problem, G&M will rectify that. Then I was noticing there were 4 pieces for the bedroom nightstands. And, I noticed there were no pieces for our living room end tables. As the delivery man was wiping off the glass, I was further drying them before I put them where they belonged. Two went in the bedroom and two went in the family room. Upon seeing the dresser and mirror, the delivery man said, ?I didn?t know about this?. I had already removed the drawers of the dresser and helped the man move it. Once behind the dresser, the mirror was loosened on the rail, but the man couldn?t lift it, proclaiming it must be stuck to the dresser. Well, that?s why I thought there?d be two delivery men rather than just one. After the failed attempt and tightening up the mirror on the rails, we moved the dresser back and as we did, the mirror rocked. So much for it being stuck. With respect to the glass for the dining room, Bernie failed to measure the hutch diagonally and as such, failed to realize the glass would not fit through the opening. The delivery man said someone would come back out to re-measure it. So, out of 10 pieces of glass ordered, only 4 were left with me. And in the light of day the following morning, I noticed a scratch in one of the other pieces in the family room. That?s a 30% job performance. I called G&M to inform them of the other scratched piece of glass and spoke with Tom. I mentioned the disaster the previous day, the issue with the mirror (Tom commented he was familiar with the type of mirror attachment) and the delivery man?s comment that someone would be out to re-measure the hutches. Tom mentioned they were having problems with their supplier. Being as this was the first thing in the morning and Tom had yet to speak to the delivery man, I understood that nothing would be finalized at that time. Tom said he would get back to me with how to proceed after speaking to all parties. After not hearing from Tom for a week and Christmas fast upon us, I called to find out what was going on. I spoke with a woman who said Tom was in a meeting. Someone would get back to me. The woman did call me back and informed me the needed pieces were ordered. I asked if the scratched piece not caught on the day of delivery was one of them and she said it was. I questioned that no one was coming out to re-measure the hutches and she said they must have it covered. I assumed these pieces were being eliminated from the order as I said I could order a tri-fold table pad custom made. I was to wait for a call when they would be ready. I had hoped for these glass tops for Christmas, but more importantly, for New Year?s Eve as we were having guests. Would I have them by then? (I ordered well enough in time!) Tom called later and left a voice mail; the supplier shuts down at Christmastime. I won?t have my glass in time. Julius called 1/23 to inform me my glass was in. Being as I was unfamiliar with how one handles a tri-fold mirror and place a fingerprint-free piece of glass in place, and my experience of last time showed me one guy was unable to handle it, himself, I asked if two people were coming and Julius assured me there would be two. I?m an aging lady with a bad back and of not much use with heavy lifting. As I did the first time, I requested someone give me a call when they were about 10 minutes out as it makes it easier to confine my two German Shepherds and delivery was scheduled for 1/27/12. I asked Julius for a corrected bill, one without the glass for the hutches, to be e-mailed to me. On 1/26 and with no corrected bill e-mailed, I contacted G&M and spoke with Julius. He was steadfast in his stance that I allow Michael the opportunity to fit the glass. I stated there was absolutely no way that glass was going to fit through the opening and if no one came to re-measure, then I don?t know what it is they?re bringing and doubt that it will fit properly. Julius wouldn?t send a corrected bill; I had to capitulate. The following day, Michael showed alone and didn?t call beforehand. I can?t blame him; there was no note. In addition, the glass for the hutches was the exact same size as the first set and guess what?they didn?t fit! Not a good start and I got on the phone with Julius, who denied ever telling me he would send out two men. While on the phone with Julius, I discovered they didn?t have the two pieces of glass for the family room. Julius knew I was furious as I didn?t hold back and he offered me a discount to keep my business. I told him it was an issue of trust and I ended the call. While speaking with Michael about the situation, Julius called me, but I let it go to machine. He then called Michael and they spoke for a while. I will say that Michael is the only professional in the bunch. He assured me he could handle the glass for the dresser by himself and explained how he would do it. But first, he cleaned off and placed the glass for the living room end tables. While doing so, he showed me Tiddlywink-like plastic discs and explained that without them between the glass and the wood, oxygen wouldn?t get to the wood and that would ruin it. And I thought to myself, ?Geez! If the last guy completed the order, I?d have glass on wood without the Tiddlywinks and the Amish custom-made furniture we saved up for would have been ruined by this outfit!? as the first delivery man made no mention of these plastic discs, nor provided any of them. From there, Michael went on to the dresser. After we moved the dresser, he showed me how he uses the plastic discs to hold the mirror in place, secures the mirror on the rail with a gap greater than the width of the glass so the mirror isn?t resting on the glass (as I thought it would) for easy removal and cleaning, and then removes the discs as he places the glass on the dresser. I felt confident Michael knew what he was doing and allowed him to give me his thoughts on the hutches. He explained how they could have two strips of glass on either side of the main center piece of glass that is the opening width. In essence, three pieces in lieu of one per hutch. That worked for me. And with Michael?s assurance that I would get a discount, I gave the O.K. In addition, Michael said he would put a rush on it. On 1/31, Julius left a voice mail that delivery was scheduled for 2/2. This was rescheduled for 2/3 at my request. And I, again, requested someone give me a call before arrival, to which Julius commented he remembered me asking that last time. Yet, the note never got put on the delivery person?s paperwork and didn?t, again, this time. Fortunately, Michael remembered (as it was conveyed in a conversation we had) and I was called. This time Michael arrived with a co-worker who was learning this part of the business. All the pieces were there. A smooth delivery?until the balance is quoted. No discount. And, I asked, ?So, what happened to the discount?? Michael seemed surprised it wasn?t there and got on the phone with Julius. The phone was passed to me and I asked the same question. Julius? response was the discount he was giving was the extra cost incurred to cut the hutch glass so it would fit. He wasn?t charging me for that. Here are the facts: Bernie doesn?t take into account the diagonal measurement of the hutches. The supplier screws up the order; G&M doesn?t inspect order. Sends out a delivery man who is not only unaware he has to lift a mirror, but is incapable of lifting the mirror, and doesn?t supply much-required plastic discs. Again, a miscommunication with respect to the order, which G&M fails to inspect before delivery, thus causing me to take more time off work?and when I?m not working, I?m not making money. I?ve spent two extra days on this not because of any fault of mine, but the fault of G&M. Almost three months have passed since the order date. And, all Julius is offering is the difference due to the extra cutting. I don?t think so. And, I said so. Julius asked me what I wanted and I said I thought a 10% discount was fair. Julius agreed to that amount and I passed the phone back to Michael, who confirmed the agreement. Michael?s co-worker asked me to sign their invoice, stating I was satisfied with the delivery and I noticed the discount hadn?t been written down. After the discount was noted on the invoice, I signed it. I was told that I would receive a copy, but not trusting Julius, I made a copy nonetheless. Michael?s co-worker continued that he would make sure that, even though I made a copy, one would be e-mailed to me from their office. The following morning, as it happened to be my credit card cut-off day, I checked my account online and noticed I was charged $350.00 rather than the correct balance of $348.50. Julius called it an ?addition error? and credited me the difference. I never did receive the promised emailed bill/receipt. Bottom line is, G&M has more problems than just their supplier.

I was very impressed with their work. They did a great job. They were very clean, very thorough and I have no complaints about them. They did a wonderful job. I got quotes from many other companies but their price was most reasonable for the quality of work that they did. They were amazing. I would rate them high overall. I would use them again in the future.

Initially the responsiveness was good; they were on time and professional. The crew that came out was very nice and they gave me their estimate however I had to call them back to make a decision on if I wanted to hire them for the job as I had also contacted several other companies for the same job and also had some questions to be answered. The staff who answered the call was rude and sounded irritated. He could not find the record of my estimate so he was frustrated and was sighing over the phone about it. They were in the process of moving their warehouse, so I was worried about the parts being delivered on time if I had to order them. When I asked him about the same he responded by saying that it was I who had to make the decision. So I asked him to cancel the whole thing, he just said fine and hung up on me as if he wanted me to say no to them. The first contact and the person who came out for the estimate was great but their customer service or the person answering the phone made the whole experience difficult.

This company responded quickly and efficiently to my call. Lyle gave me the company history and growth; which was rather different and inspired confidence! I called them to ask for a specific time and date. They were very accommodating even though the windows were not ready and delivered into their store yet. On the date of delivery to my home; there was a small problem when the installation men did not check before coming to the house. Therefore I was not at home. When I phoned they were quite apologetic and promised to be there at the time discussed. They did arrive as stated and quickly finished the job; again apologizing for the ''mix up''. I found out that they were $109.00 priced OVER a later estimate. Since they were so efficient with their estimate and my time very limited; I responded quickly. It was a week later that another company left a voice message with their estimate. It was too late for a chance to bargain for the sale; the order had been placed.

I AM VERY PLEASED WITH THEIR PROFESSIONALISM AND JOB KNOWLEDGE. THEY WERE VERY TIMELY; HOWEVER, I DID HAVE ONE ISSUE. THERE WAS A MISCOMMUNICATION ABOUT THE QUOTE. WHEN I CONFRONTED THEM ABOUT IT THEY WERE A LITTLE RESISTANT. THEY DID COMPENSATE ME FOR THE MISCOMMUNICATION AND WERE VERY EAGER TO PLEASE THEIR CUSTOMERS.

DEBBIE SAID A GENTALMAN WOULD BE OUT THE NEXT AND MEASURE AND GIVE AN ESTIMATE. HE CAME OUT AND EVERYTHING WAS FINE...HOWEVER HE DIDNT GIVE ME AN ESTIMATE ON THE SPOT, I WAS KIND OF CONFUSED. HE SAID THE OFFICE WOULD CALL AND SEND THE ESTIMATE IN THE MAIL. WE WAITED SEVERAL DAYS AND CALLED AND LEFT MESSAGE THEY CALLED BACK THE DAY AND I TALKED TO MAN WHO SAID THAT THAT JOB WAS THROWN OUT OF THE SYSTEM THE VERY NEXT. AND WE ASKED WHY AND HE SAID WE DONT DO DOORS. WE ASKED WHY SOMEONE DIDNT CALL US. HE WAS VERY UNCOMFORTABLE ABOUT LET US KNOW THEY DONT DO DOOR AND OFFERED TO RECOMMEND SOMEONE ELSE, AFTER FINDING OUT THAT WE FOUND SOMEONE ELSE HE SAID THANK YOU AND HUNG UP QUICKLY.

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THE QUOTE WAS MUCH HIGHER THAN TWO OTHERS OBTAINED INDEPENDENTLY. THE COMPANY IS NOT CLIENT FOCUSED-WE HAD TO CALL BACK TO FOLLOW-UP ON OUR APPOINTMENT TIME

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