Glass Doctor of Winchester

The two technicians, Howey and Rob, arrived on time and were highly professional in every respect. The transom window to be replaced was above a window on sloping ground and had been glued in place. It took many tools and a constant effort from both of them, but they freed the broken transom without breaking the glass. They then cleaned out the channel and installed the new transom. The replacement fit perfectly. They left the job site in perfect condition.

Fine - no problem; took care.

A small transom window, which is part of a larger window was broken by a rock or some other object, probably thrown by a lawn mower and I called Glass Doctor of Winchester to give me an estimate for it's repair.  They sent a technician the next day and he said that particular brand of the window was a very good one but difficult to repair and due to the unusual size and configuration of the window he would have to contact the manufacturer to determine exactly what needed to be done to fix it.  He took detailed measurements and pictures of the window and said the office would call in a couple of days to advise me of the procedure to fix the window and the cost of the repairs.  I did not hear from them for ten days and was considering moving on to another service provider but found providers for this type of service in my area to be limited.  I, therefore called them back and they said they had not heard back from the manufacturer, probably because it was the week before Thanksgiving.  They were very apologetic for not following up and keeping me informed of the situation and from this point foward they were extremely  responsive and communicated with me on a regular basis.
They called a couple of days later and said the manufacturer had finally gotten back to them and advised that transom part of the window had to be replaced.  They also said that due the the unusual size of the window, it could take up to thirty days for the replacement window to be delivered.  Ten days later Glass Doctor called and said the window  had come in earlier than expected and we arranged for an installation date and time.  
The technician showed up exactly at the time promised.  He was very professional, did a nice neat job and cleaned up the area very well after he was done.  The repair took approximately 90 minutes. The cost of the new window and installation was about what I expected.
Over all I was very satisfied with Glass Doctor of Winchester.  I would use them again and would recommend them to anyone needing widows repaired.  I believe that the initial break down in communication was not the norm with this company because of their responsiveness and attention to detail once the issue was brought to their attention. I believe that the mark of a good company is not so much how they do things right but how they make things right when they've had a problem.  Glass Doctor of Winchester met this standard with flying colors.