BREUNING GLASS WORKS

Called about 11am on Monday,  by 11 am on Tuesday my window was replaced with an OEM product (which they called 3 vendors to find for me)  and they vacuumed the broken glass from my car. They even offered to wrap the window opening while the window was on order.  I was welcomed to wait in their clean and heated reception area,  but I chose to go for a walk instead. When I arrived my job order was printed out on the counter waiting and they double checked to be sure the window was correct.   They finished the job in 2 hours.  They were so friendly,  kind,  thoughtful, prompt,  and courteous.  I wasn't that excited about having to pay for a replacement window but their excellent service really made this a positive experience.

I sent a photo to Marc, he returned  my email and said he could definitely do it and to send the piece and it would cost $300.00. Then he said the piece would be $350.00 and it would be 14 weeks to repair. I called every week for 6 months and received promises that it was either in the mail, going in the mail, or in the kiln. He had a funeral, his daughter got married the excuses went on and on. In September, I received my replacement piece but it was not similar to what I had sent. I called to complain, he apologized and said he would send another immediately. On November 1 there was  no replacement, I said I want my old piece back immediately and November 11 got another replacement but it was not very good and received the original piece back. Would never ever ever deal with this man again.

Bruening Glass is the epitomy of horrible service - in both response and actual work.  I had an antique glass globe damaged in shipping that was sent to Bruening Glass for repair on 11/24/10 in two pieces.  A follow up email was sent by the relocation service on 12/13/10 to determine status of repair, without response.  On 01/07/11, I emailed and called Bruening Glass, with a return email from Mark on 01/09/11 saying he hadn't started the repairs since having the globe for six weeks and was still trying to figure out how he would repair the item.  Follow up calls and emails were made on 01/14/11 and 01/22/11, but again, no response or answer from Bruening Glass.  On 02/12/11, I requested through relocation service that globe be returned.  If Marc could not answer emails or phone calls, I had no confidence he could fix an antique glass globe.  On 02/18/11, the item was returned in no less than 50 pieces.  I called and emailed Marc the same day without response expressing my frustration on a family heirloom.  I finally made contact with Marc on 03/01/11.  Marc accepted no responsibility and said a claim would need to be filed with UPS.  The claim was initiated with UPS on 03/03/11, required paperwork sent to UPS on 03/06/11, and confirmed by UPS on 03/07/11 that subsequent action would be coordinated with Bruening Glass.  I called Marc two more times and completed a last email on 04/23/11 asking what financial compensation was awarded from his poor shipping, but no response has ever happened. 

As someone who works in the service industry, I prefer to identify strong providers.  However, I cannot express enough how poor Marc and Bruening Glass are.  They not only did not repair an item sent to them or respond for requests on a family heirloom, but sent it back in worse condition and potentially kept the payment from UPS.  This report will also be forwarded to Better Business Bureau, as I would hope that no other priceless items are dealt with in the same manner.