Better Buy Glass Mirror & Screen

Great customer service. They cannot schedule exact times but will give you a date. The girls in the office are punctual and will stay on the phone until the issue is resolved. The technician was very nice and was always willing to look at whatever I needed him to even if it was in a totally different unit. Would definitely recommend.

Every interaction with this company is negative. The original estimate of 3-4 weeks for seven windows to be fabricated actually took 8 weeks until they were ready to install. Several of the windows had fabrication defects with the latches. We were told the windows would take one day to install. The install crew was unprofessional. Often breaking glass with a hammer in a trash can that left shards of glass all over the floor every day of the install which is still not finished after 12 days. They nearly dropped a sharped sawed off piece of the frame on me when removing the old windows. When moving their brake metal machine they scuffed the walls. The floors were so dirty from the construction crew they needed to be cleaned each day. Often working from the crack of 10am until 4pm or cancelling showing up entirely without notice. Also did I mention they are not even finished?!

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The office people are so disorganized I had to call three times and finally asked, "Do you want to do business with me or not?" My new condo property manager had referred this company to me. I understand it's a family owned business. The family needs to wake up, hire enough people and provide the staff with customer service training.
They assigned me to Mike but no one in the office let me know or scheduled an appointment until I finally called after Mike's first attempt to show up without an appointment. He had called my cell phone when five minutes away -- "I'm in the neighborhood" -- without thinking I might not be at the new home. No one from his office coordinated this until I called them. Duh! It's called customer service.
Mike said they are so busy and know they have problems. I said they need to hire more people if they can't handle their business. He sort of quickly blew in and out -- fast and sloppy. Nice person, just not attentive to details. I had to call his cell to come back when the glass part of his install made the lock not work. He returned and fixed it. That shouldn't have been necessary if done right the first time.
He took my old screen doors in for rescreening. Tried to return -- again, tried without scheduling -- with brand new doors (I had asked for re-screens, not new) that did not fit. No one at this company listens. Had to rescreen anyhow. After several office screw-ups and another "I'm in the neighborhood" call on attempted delivery, I called the office and got Mike scheduled. (They should have contacted me.) However one side of the new screens had a hole in it, the other side was loose and wavy. Clearly, there was no quality control in the shop and no inspection before the doors were put on MIke's truck. He took it back to rescreen, again. Next delivery was with two younger, different guys -- one actively engaged; the other just stood there. But the screens were so tight, doors wouldn't connect to close so it defeated the purpose of flying bug prevention. Took them back. Finally, an older gentleman with experience rescreened and showed up on a scheduled day to install. Third time was the charm. He clearly knew what he was doing and I am quite pleased with the screen doors. But it should not have taken more than two months and multiple unscheduled, then scheduled attempts to get it right. The office girls are nice but untrained and unresponsive to customers. In fact, they all seem nice but they don't know squat about customer service; i.e., responsiveness, follow-up and maintenance of the relationship.
If I treated my clients like this, I would have no business at all. And I've owned a business that has grown from client referrals since 1992.
At this point, I'm grateful to be done and am very happy with the screened doors. But this company needs to do some SERIOUS MAJOR work on its customer service, in the office and out. You don't not return potential customers' calls. You don't just have workers "show up" and expect customers to be there. You don't not confirm appointments.
No one in the office worked on scheduling until I demanded it multiple times. I had to keep calling to confirm appointments every time. I had to lecture them on customer service. I shouldn't have to do that.
I was using multiple vendors to update the condo at the same time and did not have any similar problems with any of them.
Generally, we set a date and the vendor calls me to confirm. Will not use these guys again. Will not recommend them. Despite the quality of the end product on the third try the experience was like dealing with Keystone Cops.
Mostly I resent the lack of respect for me and my time.

First contact went ok. I called to tell them we wanted to go ahead and replace all the windows on the quote. I received a call about 2 weeks later saying they would be out on January 31 to install the glass. That date came & went, no call, no show. I called a few days later to check the status. I understood no one showing up due to the snow storm but I couldn't understand no one calling to reschedule. Got a new date for them to come out; again, no call, no show. Called again & was told another few days. They finally came when they said and the guys were quick, had all the windows done except 1 because it was the wrong size and another atrium type window that was custom-sized glass so he said they would have to come back in about a week. I also discussed replacing 4 other windows that weren't on the original order and a screen door for a slider. He said no problem, shouldn't be a few weeks at most. He would put the order in when he got back to the office and have a quote emailed for the 'new' order. I also gave him the updated contact info because the info on the order was the realtor's. I waited for a month...no quote, no call. I had kind of forgotten about it or I would have called sooner. I asked for a service manager & didn't get one, so the woman I spoke to took my information & I told her how displeased I was with their lack of customer service. All throughout these phone calls, I gave my name and phone number to each person I spoke to and every time was told that they'd update the information (original quote done under the realtor's name/number) She apologized profusely and said she was updating my information as we spoke. Today, my husband gets a phone call saying the door guy is coming to measure for the screen door. I was confused because one, they said the screen would be an adjustable one & would fit any door and two, how did they get my husband's number? So, the guy shows up & tells me they no longer carry the adjustable screens & need exact measurements. I asked how he got my husband's number and he said 'the lady I called gave it to me, she said she hoped it was still good since it was 5 months since she spoke to him." Ugh!!! That was the REALTOR he spoke to! So, he said it would be at least a week before they had the screen ready and I asked him about the other 4 windows and he 'thought' it would be done when the screen was ready. This company is very disorganized and don't seem to want to keep customers' business. Even the installer said they have issues 'in the office'. Would not recommend this company to anyone.

I chose to go with them for their pricing and their professionalism. They did a great job. I kind of pushed them because I wanted double glass shower doors that open in and out without any tracts. They were concerned about what I wanted to do. I pushed them further than their normal limits. They realized that they actually could do it and it looks great. I am so happy with the job that they did.