The Glass Guru Of Newark

We hired glass guru(David) to replace our French doors. We ordered in September of 20 hoping to have the door before Thanksgiving(was told 5-6 weeks) Called a couple times for an update and David answered as if I was an inconvenience(he is very unprofessional and rude.). Finally February of 2021 we have an install date but the install crew broke the frame lifting the door over our fence(the install crew was professional and very apologetic no complaints with them at all). After multiple interactions with David(extremely rude and dismissive) I contacted the door manufacturer directly. Finally May of 2021 our sliding door was finally installed( not before Thanksgiving but at least before my sons graduation party!). Encouraged the manufacturer to drop David with Glass Guru as he is rude and only hurts their image. My advice is RUN don’t walk away from Glass Guru. You may pay more but you won’t have to deal with an unprofessional and rude owner. Is good customer service dead??

The estimator (Jason or Justin?) gave us a price for 22 windows and explained how the pricing was better if we did at least 8 at a time. We thought the price was a little high, but reasonable considering we wanted clear window panes (vs foggy, w/ broken seals). We decided to schedule 8, pay for them, then do the other 10. We had some difficulty getting them scheduled. At least twice, they couldn't find our estimate when we called. The installer (Rick) was nice and I assume competent (I'll know better when I have somebody do the other 10 windows) and explained how he had never had to work with window's like ours. When he finally got them apart, he realized the estimator measured wrong and told us it would take about a week to get the right size. 2 weeks later, I called back. The woman in the office didn't know anything about them. The next day, another called and told us "they just came in" (maybe they did just come in?). We rescheduled and another installer came out. He was there for over an hour and accomplished nothing, then explained how he had to go to where Rick was working so Rick could come and do them. Over 2 hours later, Rick arrived and finished 4 of the remaining 6 in a reasonable amount of time. He came back a couple of days later to do the remaining 2. Each time he came, he was more efficient. On his last trip, Jason showed up. He informed me they would never do any windows like that again. I asked him about the other 10 we had an estimate for. He told me "Can't do them. The owner reamed me a new one this morning." I told him I was OK with paying a little more. He agreed to put together another estimate but informed me it would be high. A couple of weeks later, I called the office. Nobody knew anything about it. I talked to Jason (or Justin). He said he e-mailed them. He did not. He said he would e-mail them "again." He did not. I called the office again, she found the estimate (probably put together after my first phone conversation with Justin (or Jason). It was nearly 3 times as high as the first estimate. It took me a while to get in touch with David (the owner or the owner's son?). After a few e-mail exchanges, I realized he wasn't going to budge on the price. Clearly, he was trying to recuperate lost profits on the first 8. I was told he "lost money" on the first 8. He also had a strange way of justifying his estimate - comparing it auto repair and the cost being above the estimate after they get under the hood. I don't remember that happening at an auto repair place. Besides, the "hood was already up" when Justin looked at my windows. If I buy 2 tires one day and buy 2 of the same a couple of weeks later, they may be a few dollars more or less, not 2 1/2 - 3 times more. I would encourage anybody who's considering Glass Guru to read BBB and Yelp reviews. David has a unique way of blaming everybody but his business; It's the builder's fault, truck broke down, window supplier messed up,... he even blamed a customer's dog. He's just not a good person and not somebody I would recommend doing business with. So, we have 8 window panes that look pretty good, even though the sills are pretty beat up and 10 that look the same as they did (foggy). If I may borrow David's logic; It's like having the body shop paint nearly half of your car then tell you they'll need nearly 3 times more to paint the rest.

In follow-up to post on 6/25/16, the Glass Guru updated us, Monday, 6/27/16, before 8:30 a.m. to let us know that the screens would be ready after 9 a.m. tomorrow. They did apologize for the delay and for not getting back to us in a timely fashion (due to staff being out of office). Thankful for the status update and will upgrade the "F" rating to an "A" if they pull thru as promised, and we believe they will this time.

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