The Glass Guru (North)

Glass Guru did a great job. The came out quickly for a quote on my glass door repair. The work was well done.

The Glass Guru replaced two stationary window panes for us. They were very professional and reasonably priced.

The shower door looks great. It took only a few hours.

We had an issue with some of the aged windows in our home. Mike came out and was able to correct within a few minutes. He was on time, progressional and very nice, we are Gary happy!

Carl and his helper ( Cameron I think) did everything they said: neat; focused; prepared; good communicators; answered all my Qs; cleaned up completely! We settled the 50% remaining due per the quote and I tipped them I was so pleased.

Customer service was absolutely terrible. Had a broken window in our office due to an attempted break in. They came, measured, gave us a quote. I signed the quote within 24 hours and we were told glass would take 2 weeks. Called today almost 3 weeks later and told nothing has been ordered. Said they have to come and do a "final measurement". Someone obviously dropped the ball. Now, we have a first floor office window unsecured and without glass for another 2 weeks due to their negligence.

Everything went very well and there was good professionalism all around. The only reason for the lower grade was that I replied via email following the quote and did not hear back. I called and got on the schedule quickly.

Maybe our experience has been different than the others because it was a large order (almost every single window in our house needed to be repaired), but when paying a company a whopping 35k, I expect much better. They started working on our home in August 2019, and we had quite a few issues, so get ready for a long, detailed review: Starting off with them, they said 5-8 weeks to start the work. That part is fine. It was their busy season, I'm an understanding person, and I get it. I even let it go past the 8 week mark before calling because I knew they were busy, and didn't want to be a bother. But, when the 10 week mark rolls around, and I still hadn't heard anything from them, I gave them a call to check-in. The girl on the phone checked to see how our order was coming, and said, "Yep! looks like they're finished with your order, so we can go ahead and put you on the schedule!" ...If I had not called, when would I have gotten on the schedule? They were done, and it was past the 5-8 weeks. Why was I the one to call them to get on the schedule? Why did they not call me? When they finally did come out, I will say all the workers were incredibly friendly. We had like 5 of them out here, and every single one was very polite. However, their workmanship was a different issue. They broke a window, and realized they mismeasured another one previously, so that meant more waiting for the new windows to come in, and another appointment. They also literally DRILLED A HOLE into our new wood flooring and scratched it up in multiple places due to not using drop cloths or anything, and left loads of drip marks all over the new windows. I was told by the owner that when working on the windows, the windows would not be left wide open. Of course I understand that there has to be an open hole temporarily while switching out the glass, but, my concern was our indoor-only cats, and I told him that. I didn't want them hopping out and escaping. I decided to keep them secluded in a separate room anyway on the day they arrived to work, and I'm so glad I did. Windows (and exterior DOORS), were left wide open, sometimes all day. They would leave for lunch, and also leave doors to the outside just completely wide open. The amount of flies, bees, and just random insects in the house was incredible. When they came back to replace the broken window, they didn't have the other mismeasured one yet. It had been 2 weeks, and when I called to ask about it, they said it would be ANOTHER 2 weeks. I honestly doubt it was ever ordered in the first place, and I think my call was their reminder to order it. Before they completely finished the work, they strong-armed me into giving them the final payment check. I told them I didn't want to, because the work wasn't complete, but they gave me a sob story about how they got a call from the title company saying the check was going to expire soon (found out it didn't expire for 3 more months...), and one of the workers even called the office right then and there on one of their cell phones so I had to talk to someone in the office about it. Forcing final payment and pressuring your client before the work is completed (when I already told them no, and that I was uncomfortable paying it before the work is completed), is flat-out wrong, and very unprofessional. They always say, "well call you to schedule", but never do. They had to come out here 4 separate times (a few days for the initial work, and the other 3 were to fix their mess-ups), and I always had to call them to schedule it myself because they never called me. After all this, we went to open our new windows on a cooler fall day, and one literally almost fell completely out. It's a casement window, and the top hinge snapped off, while luckily the bottom held the whole thing on. This meant they had to come out again, and I was told by the owner that they would check all the other windows when they came out to fix this one. After fixing the window mentioned above, the 2 workers walked around the house to check all the other windows as promised, but they lied, and didn't check them all. I don't know if this is because there were so many replacement windows that they couldn't remember which ones to check or not, but you know what? They could have called and asked the office for a list, or even just simply asked me which ones since I still have the work order. Instead, they chose to walk around as if they were checking them all, then lie to me saying they did, when really, I know for a fact that they didn't. A few weeks later, we noticed they missed a window that needed repairing when doing the initial quote for everything. We found obvious rotting wood on the frame of one in our basement, and I have no idea how they missed it in the initial quote because it's so visible. The owner came out, took a look, said, "yeah, we missed that one", and wanted $1700 for it. The issue is that we bought this house, and since it was missed in the initial quote 5 months earlier, the sellers won't have to pay for it anymore, WE would, because of Glass Guru's mistake. They were here at the house for (not joking) 3.5 hours, looking at all the windows for the initial quote, and still missed (at least) one. actually, two, but the other had glass that was so foggy and obvious, that they ended up just doing it for us. We definitely are going elsewhere to get that missed basement window fixed, and the quote to fix it was HALF of what glass guru was asking. 3 months later, we found out that one of the windows they worked on was leaking a ton of water when it rained. this probably happened every time it rained, we just never noticed it until then since the window is behind a closed curtain. they came out a week later to take a look at it, and the guy said there was literally NO caulking done at all on it, so, yeah...that was obviously the issue. how do you just not caulk/seal a window? A few months pass....and, more issues. This time, we notice that wood is bulging/twisting out of the frame on one of our kitchen windows that they worked on. I messaged them about it on a tuesday, and heard nothing from them the rest of the week, so I called the following monday about it. The guy on the phone wasn't really understanding my description of, "it looks like water is getting in somehow because the wood is bulging/popping out a bit", so I just said, "If you want, I can send you a photo", so I did. He said he would have their guys take a look at the photo and get back to me to set up an appointment. After 9 days I still hadn't heard from them, so, once again, I had to call them back, had to re-explain the issue again, and they suddenly had an opening the next morning they could come out and take a look. While waiting those 9 days, we carefully looked around at all the other windows, and found LOTS of cracking in the corners, mold, and more places where windows weren't caulked. So frustrating. The guy who came out the next morning was incredibly nice, and once he saw the issues with the windows, apologized a bunch, and fixed up/caulked what he could. All of this is just ridiculous, and terrible workmanship. We actually plan on having an inspector come in, or another window repair company, to check all their work because I honestly just don't trust it, and I worry what other issues will come up in the future. Again, for a bill that is as high as 35k, anyone would, and SHOULD expect much better work. I debated for a while on posting this, but I feel like others should definitely hear our experience because I wish I would have known.

All went well. Windows look good. It's nice to see clearly again. Sales rep Mitch was great with educating me about windows.

They came out estimated the job and installed the new glass a few workdays later. This is the 3rd time in the last 18 months that I have them out and each time I had been pleased with the work preformed.

Excellent. I have used Glass Guru more than once and the quality, timeliness and price are first class.

It went very well. The two guys doing the work were very efficient. Three foggy windows were repaired with new glass. One of the foggy windows was 18 feet up high in the foyer. They did a great job!!

They called right back to arrange a time to look at the window. They came when they said they would and told me what they needed to do. The price was in line with what I expected so I gave them a deposit. The glass came when they said it would and they had it installed in 30 minutes. And they were clean.

They're good. The stuff were knowledgeable and polite.

It was good. They did a great job, completed everything, cleaned everything, and on time .

To be fair, there was a lot that went right about this transaction. In the end, however, I am left unable to recommend the Glass Guru. This was for a house that I was in the process of selling and in which I no longer lived. I needed to replace several of the double-pane units in some windows and a door that had lost their seal and therefore allowed water vapor to get between the panes. I did not rate the price in my review, because while the quote I received seemed reasonable to me, especially compared to replacing whole windows and a sliding glass door, given that I've never had anything like this done before, I don't know how competitive the price was. What attracted me most to doing business with this company was their promise to work with me beyond the sale of the house to help me fulfill my obligations to the buyer. That any of this needed doing at all was identified during the inspection after the offer had been accepted. The inspector identified several panes that needed replacing, but also stated that a window professional should inspect more closely to determine if any had been missed. Of course, the clock to closing was ticking and I worried that the by the time I got someone out to identify and measure all the units needing replacement, got the materials ordered, then delivered, that getting installation done before closing would be pretty questionable. The staff at Glass Guru told me that if delivery and installation couldn't be completed in time, they would send me to my closing with documentation that everything is paid for and in the works and that after the closing, I should transfer the order to the new owner and Glass Guru would work with them to finish the job. They assured me that buyers are usually happy with this arrangement and closing goes just fine. Sold! I gave Glass Guru the business pretty much based on that explanation. (And, of course, their Angie's List rating.) A young man met me at the house a few days later and showed me how he identified which units needed replacing and together we went through the house. He then calculated the price and I gave him the required down payment for him to place the order. The delivery date that he anticipated was somewhat promising that installation could possibly happen before the closing date. As it turned out, he was correct. When I got the call that the material had arrived, I was delighted when I was able to provide them with the code to my garage door opener and the installation crew was scheduled to do the installation without me even needing to take another day off work! What service!! When I went to the house that evening, though, I could tell something had not gone according to plan from the moment I walk to the back of the house. The unit in the sliding glass door had not been replaced! Upon closer inspection, I saw that a unit had been installed -- just on the wrong side! That the seal had been broken in the sliding side of the door was obvious to me when it had been shown to me what to look for. The fog between the upper corner of the panes was discernible from across the room. The panes on the stationary side of the door, the young man and I looked at very carefully, because he was saying that if both needed to be replaced, it might make sense to look into replacing the whole thing. But, we determined that the fixed side was good, so ordered only one glass assembly for the sliding panel. With closing on the house only two business days away, I immediately called the Glass Guru office. It was after hours on a Friday and closing was the next Tuesday. I knew as I left a message, than this was probably not going to get resolved before closing. When I spoke with staff Monday morning, I was told that the wrong glass panel had not been replaced -- that when the technician inspected the door, he determined that both sides needed to be replaced and chose to install the new unit in the stationary side, leaving the sliding panel, containing the most obviously clouded panes in the house, undone! I was outraged. But, I needed to get the sale of the house closed and so kept my cool when I was informed that if I wanted the glass unit in the sliding panel replaced, I'd have to buy another pane assembly for it. I was stuck between a rock and a hard place and they knew it. My realtor and I communicated the error and our remedy to the buyer. I went down to the Glass Guru office on the morning of the closing and paid for a second pane assembly (to the tune of over $500) and went to the closing with my receipt and the promise that the installation would happen as previously described after the buyer took possession of the house. The buyer accepted the arrangement as the Glass Guru had earlier promised and the sale went through. Figuring that I wanted to protect the buyer from any fallout from the broken trust I had experienced with the company, I waited to confront the Glass Guru with my dissatisfaction with the position that they had put me in after providing me with otherwise excellent service up to that point. A few weeks after the buyer had taken possession of the house, I contacted her and learned that the glass in the sliding side of the door had been replaced and that she was completely satisfied. I then called the Glass Guru office to appeal my case and ask for a refund of the extra pane assembly I felt compelled to buy to save the sale of my house because the installing technician had taken it upon himself to replace the side not specified in his work order. They refused. Conceding that perhaps the seal on the stationary panel had failed in the weeks after the original order had been placed, or that the young man and I had simply failed to recognize that both sides needed replacing, I asked to split the difference with them on the second unit. The correct procedure would have been for the technician to call the office to explain his discovery and for the office to call me, to at least give me the opportunity to decide how I wanted to proceed. As it was, I had to discover on my own that the most obviously defective pane assembly in the house had not been replaced. Thank goodness I looked before the buyer did her final walk-through before closing! The Glass Guru declined to make any concession whatsoever, saying that their technician had acted correctly by putting the new unit into the side contrary to what was specified in his work order. Thus, what was destined in the beginning to be a stellar review, was lost.

At the beginning, things went well. The sales professional was friendly and informative. Things fell apart when given a time quote to finish the project. Original estimate we 4-6 weeks. Project was completed 8.5 weeks after ordering. I understand delays occur, but my frustration came when the company provided me with NO communication about the delays. We had to call 4 times (week intervals) to get status updates. Even when we left messages our calls were not returned. When we were able to speak to someone, there were always excuses given. Very frustrating and not someone I will use in the future.

They came out to estimate the job as scheduled. Two weeks later, they came and replaced the windows and did a great job. I've used The Glass Guru before and I will use them again when needed.

Call some else. This was a bad customer experience. Glass guru put in our sliding glass door with a dog door. Two years later when it broke (not their fault), I called to get a repair or new door. 2 emails, 8 phone calls, 1 visit to my house over the course of 4 weeks, and I don't have an estimate. I still can't open my sliding glass door.

estimate and work performed met our expectations. Employees were friendly and knowledgeable about the specific items they worked on. Would have liked a lower price for the two window cranks

I was extremely satisfied! Everyone was very friendly and helpful. They were very quick with getting my doors back to me and they looked GREAT! I highly recommend this location!

The tech who measured the window was on time and provided the estimate for the door and when it would be installed. The glass arrived 1 month early and the techs were on time and did a professional job. I continue to use this company because of their on time service and the excellent work they do each time.

The Glass Gurus arrived on time and went right to work. They did an excellent job, the window frames now look as good as new.

Glass Guru was prompt with correspondence and appointments and they were very professional. My only complaint is that after the job was completed, there was silicone that had oozed on different areas of the glass from the installation. Otherwise, I was very satisfied with the work.

The workers were exactly on time. Window installation was perfect. Workers were prepared, installation was quickly done.