Glass Doctor of Utah County

Terrible customer service at Glass Doctor in American Fork. Reached out for an appointment and they came out promptly on May 12, 2022 to fix my Mothers shower door that would no longer open and close. I asked them to call me with bid, options, etc. Never heard back. 29May2022 - I have called the Glass Doctor 3x trying to follow-up. The first time I spoke with the guy who actually came out. He said that the door is very old and is not sold anymore. It needs a part that is hard to get. He said there are only 3 manufacturers that he is trying to get the part from. If he cannot find the part, the door will need to be replaced. I told him either way, we need the door repaired. He was supposed to call me back, but didn't so I called and left a message. On Friday I called and spoke with a lady who runs the store (Gayle) and she did not know we had been waiting all this time. She will call me Tuesday after talking to the repairman to let us know what they found out. I told her I did not care if they could not find a part, then we needed the door replaced so we can have access to the shower and can start using it. 2Jun2022 - Called Gayle back, who was supposed to call on Tuesday. She has talked to the repairman who is behind. Would not make any promises. I said we were willing to pay to get it replaced. She said he should get caught up soon. 13Jun2022 - Called and spoke w/Gayle. She is behind on email, but saw something came in. She will review and put together a quote and call me back. 22Jul2022 - Coming to install custom glass and repair shower 22Jul2022 - Came to install custom glass and repair shower. When I showed up at my Mother's house to see the new shower, instead of repairing the door, they completely removed the ENTIRE SHOWER with no explanation. No one called me back to say what was going on. The whole shower was gone. 5Aug2022 - Called for an explanation and update. Glass was cut wrong. Had to reorder, will call and let me know when it is in. 18Aug2022 - Have heard nothing and feel like we are the last people on their list that they care about. Said they are cutting the metal? Won't be ready till next week. 8/24 So sorry. Had I known what kind of run around we would get from this company, I absolutely would have gone elsewhere. They told me on the first call, yes, this was something they could fix. More than 3 months later, it still is not fixed and the entire shower is gone and unusable. No one has ever called to give me a bid on replacing the entire shower. When we started out the door would not open and close properly so it was leaking. Now the entire shower has been disassembled, removed without permission and no follow-up from the company. Not sure how they stay in business if they treat all their customers the way they have treated my Mother.

unknown

Quick, good work.

We received a quotation in February for replacement glass in 5 windows: 3 tempered and 2 regular. We asked them to save the quote until June when we would have them order the glass and replace the windows. They agreed. Approx June 10 we called and found out they had lost the quotation. We scanned our copy and sent it to them and then asked them to order the glass. I then called them several times and finally around July 2 to ask what was going on, as we were going to be out of town for a week around July 4. They never got back to me. Then when we returned from our trip, I called and found out that they had not yet even ordered the glass from the order placed a month previous. I cancelled the order. I can't understand how they can be in business.

Never came to do the job. Never called back!

Everything was great. They were prompt, did a nice job, left no mess behind. They accidentally measured wrong for the front window so had to schedule a second installation, but they were very apologetic and prompt in getting the right window.

I needed to have a sky light that consisted of two windows, side by side, replaced. Glass Doctor sent out a tech to measure the two panes of glass. After collecting the measurements he said they would email me the price. After 3 weeks the I received the price. At $950.00 they were slightly over another bid I had but I preferred their solution. I needed to have the glass installed before my roof was replaced so I verified that they would be able to get the job done before the roofing project started. They said it would take one week to get the windows made and then they would install the following week. I called one week later and they said that one window had come in but they were still waiting of the second one. We scheduled the install for the following week on Thursday. The roof replacement was scheduled to start on Monday the week after the glass was scheduled. On the day of the scheduled installation they called me and said they only had one window and wanted to know if I wanted them to come and install it or wait until the next one arrived. Then they said that it looked like their quote didn't include the price of the second window. I had the owner call me. He admitted that they messed up the bid. We agreed that I would pay half of the price of the other window which put the bill at $1400.00. This was way over the other bids I got. The only reason I agreed is that I could not possibly have another vendor build and install the glass before the roofers started the following week. He also said he would get the window from the manufacturer and install it next Tuesday morning. This was one day after the roofing project was to start. However, on Tuesday morning, when no one arrived to install the window, I called them again. They said they didn't have the glass yet but they would call as soon as it came in. The next day I called and they said the manufacturer had made it wrong and had to make it again. And there were more delays and excuses. I delayed the roofers as long as I could and we finally installed the glass just moments before the roofers had to finish around the light (nearly two weeks late). I say "we" because I spent 3 hours helping them do the install. The quality of the glass is good. The quality of the work could have been better. They never came back and cleaned the glass sealant that oozed from the seams and they never came back and put a trim piece in, which the owner said they would do the following day. The lesson I learned is make sure your bid is very detailed. In this case it should have included the number, dimensions, and installation details covered by the bid.

Very excellent job with an added surprise. I had broken a expensive double-pane 3'x5' window. I called Glass Doctor at 10 AM, and they told me someone would look at it between 1 PM and 4 PM. I got a call at 2 PM, showed up 15 minutes later, and measured the window.He called in and got their price for a comparable window and left it with me on the spot. I told him I was also getting a quote from the manufacturer (Jeld-Wen). When the manufacter didn't call me back in a week, I decided to go with Glass Doctor. The surprise was when I called in. They said they'd already call the manufacturer for me, because sometimes it's under warranty. It wasn't (if it had been, they would have beaten themselves out of money), but they could get it for about $50 more than theirs. I went with theirs. A few days later, they called me, told me Steve would be back between 1 PM and 4 PM. He called at 2 PM, showed up 15 minutes later and replaced the window. He did a excellent job, fast, and the window looks like the original. It all went so smoothly and efficiently -- with them calling for me on their own -- that I'm having them quote a shower door. The only warning was that Steve didn't know about the 10% Angie's list discount. However, as soon as I told him about that, he deducted it from his estimate. Be sure to mention the 10%

They were professional and got the job done quickly. They did not try and sell me anything else.

Scott Harmon came to my house and walked through all the rooms giving me advice on windows. He told me the issues in picking windows and was completely forthcoming about what his company could and could not do, including staining windows (need someone else). I asked him to produce estimates for three makes of windows, and he gave me exactly the types of estimates I asked for. At this point, I only have the estimates. I hope to install new windows in a year or two.

When they gave us the quote, they said it would take 2 weeks before the window would be ready. It actually took 4 weeks. Their customer service is horrible and they have a problem returning phone calls.

good experience, price and performance

Very well. Estimate was provided over the phone. I requested additional work once they arrived to perform the work and the estimate was adjusted accordingly.

All of the Glass Doctor employees I dealt with were extremely courteous. Both the estimator and the installer were punctual and quick to respond to all of my questions. The replacement pane for our window appears to be of a better quality than the pane it replaced and matches the existing glass. The installation went off without a hitch, even in the blowing snow. The installer cleaned up all of the broken glass and all of the other mess created by the replacement. I can't comment on the overall cost as I didn't shop the job around, but $300 for replacement of a 2' x 8' double pane of glass with installation for $300 seems reasonable -- and is a lot less than a new window. I would not hesitate to use Glass Doctor in the future.

Their office staff was friendly and responsive and they arrived at the agreed time to look at the work. They gave me an immediate estimate. It was about 10% higher than another vendor so I chose the other vendor. Price was the only difference, the Glass Doctor folks were friendly and responsive.