GLASS DOCTOR

unknown

Very pleased with professionalism, promptness, customer service

The appointment was scheduled to be at 8:45am on a Thursday. They requested that I travel the 90 miles (round trip) to their shop because I had explained that my truck was new and I wanted no damage done to it. They insisted that I arrive no later than 8:45 because the techs needed to get out to their other jobs. Despite making me drive in rush hour traffic, I agreed. They called me on Tuesday to tell me that the windshield they had received was scratched but that they would be able to get a replacement in on Wednesday so the appointment did not need to change. She said that she would see me on Thursday and would call me if a problem arose. I explained that since I was driving such a long distance I wanted to be certain that everything was OK BEFORE I made the trip; so I asked her to call me after the glass was in and had been inspected. She called me on Wednesday early afternoon and told me that they had the glass. I arrived at 8:35 because traffic was not as bad as I had expected and I wanted to respect their request so as not to put their techs behind schedule. After about 15 minutes, the tech came to me and explained that the windshield was scratched just like the first one they had received so they could not replace my windshield. He further explained that they had received the glass “late on Wednesday”. I explained that I received a call in the early afternoon stating that the glass was in and everything was OK so that my long trip would not be wasted. Obviously, they lied to me about having the glass when they called. The manager offered to compensate me for my gas (but not my time) and I very graciously let him give me about $25 worth of glass cleaner as compensation. Adding insult to the time and money injury, I received a phone call from my insurance company about two hours after returning from my 2.5 hour wasted trip. Glass Doctor told my insurance company that they would not replace my windshield because they “don’t think that they can satisfy me”. All that they needed to do to satisfy me is replace my windshield properly and on schedule. Apparently, they got the idea that I expected the job to be done properly and that meant without damaging my new truck. It seems that this expectation was too high for them to meet. So my advice to you is “Don’t call the Glass Doctor, they’ll cause you pane!” ******IMPORTANT UPDATE BASED ON FRAUDULENT RESPONSE FROM GLASS DOC BELOW***** Their response begins by stating that my report had "discrepancies" and then implies that my report claimed that they had done actual work on my truck. I URGE YOU TO read their response and then re-read my original report. By doing this, you will see the deceitful nature of the management of this Glass Doctor shop. I will specifically point out that they claim that I "neglected to mention" that they had PARTIALLY compensated me for my long drive to their shop which I very clearly pointed out near the end of my report. So either they can't read or they are trying to deceive you! Also, I have never sued a glass company, nor did I tell them that I had sued a glass company. Please note that they admit in their response to eavesdropping on my phone conversation and using that information to decide that I would be a "difficult" customer. Well, if expecting a job to be done correctly is "difficult" to Glass Doctor then they are correct in their assessment of me. So again, if you don't care if your vehicle is damaged or if your time is wasted I recommend Glass Doctor. If you have expectations that your car not be damaged during the replacement of your windshield then they might consider you a "difficult" customer like me. FYI, I had my windshield replaced by NOVUS Glass and he did a spectacular job. I highly recommend NOVUS glass and remember, I am a difficult customer:)

They were pretty quick to come out when we called them the first time. They came out did a very messy, sloppy and an unprofessional job. We called the company to fix it, and they were very slow to respond to the problem. The second time they sent someone different, and it still ended up being messy.