SUPERIOR GLASS INC

The change in ownership of this business has clearly made a huge difference for customers that were used to dealing with people that not only enjoyed their job, was good at their job… But also had good communication within the business. What should have been a seamless experience has been a nightmare, lasting nearly 6 months. I am a tenant and not the homeowner, so I was given no choice but to deal with these people all this time, including a very rude and crass person, named Samantha, on the few occasions that the phone was actually answered when I called. I regret not treating this like a full-time job and staying on top of these issues because I had no idea that they would make an appointment with me and then nobody would show up. I have multiple jobs, responsibilities and health issues that eat up all of my time, so unfortunately, two weeks went by before I gave up and tried to call again after the initial appointment had passed by with no one showing up. Took several phone calls and dealing with that same girl with such a huge chip on her shoulder and after several weeks, somebody finally came out to do an estimate on the window. Luke was great! Very polite and thorough and let me know that the window would be ordered ASAP and I would get a phone call when the window was ready. Nope… A few more weeks went by so I tried several times to get a hold of someone during business hours. I left multiple messages and there were a few instances in which the phone rang and rang and rang… I try to be patient and give the benefit of the doubt but with this situation, I am utterly blown away at the audacity of the rudeness when someone actually did answer the phone. Meanwhile, I am looking at a 5‘ x 5‘ picture window in my living room that has not only continued to develop a huge crack horizontally from end to end, but four months into this nightmare, it developed another crack vertically from top to bottom! I taped plastic on it because I had no idea what was going to happen, and how long these people were going to take. Trust me if I had any say in the matter I would’ve called a much more reputable company … I finally got a hold of someone else on the phone and had to reschedule an appointment that I fought so hard for because of a flake at my job. I was told that I would get a phone call letting me know when the appointment can be changed for and heard nothing for weeks… Again… One day while I was at work, I suddenly started getting texts and phone calls from multiple people, only to find out that there were two men standing in my backyard wondering why I wasn’t home. Why? They were booked an appointment for the window replacement at my house, but I nor the homeowner was ever told! Nobody knew what was going on except for whoever made the appointment without my knowledge at this poorly run business. When I called Luke back after hearing his voicemail, he told me that they would not have been able to do the job that day anyways, because they were incorrectly informed of what the job entailed. He told me that somebody would get back to me with a new appointment and guess what? Again it went radio silent for two weeks. I tried several times to call and finally decided to try another method of communication, hoping that whoever takes care of the Facebook page would respond to a message. Less than 10 minutes later, I was having a very painful conversation with Samantha again. It’s amazing how rude someone can be to a stranger and think it’s perfectly OK… after pleading with this person to help me get this nightmare over because I cannot take the stress anymore. I deal with a health issue that responds to stress and this has been a real doozy for me.… I was finally given an appointment that might actually work for today. I almost cried when I saw the 2 men arrive & get it done in 2.5 hours but they damaged the frame badly and destroyed my glass birdbath & don’t care :(

They pretty much did the whole job except for a few things that needed to be done on the outside except it started raining. They had to come back to do the caulking and stuff. They seemed to be okay. They are small and it took a little while for them to come back out and finish it. I talked to them and they seemed to know what they were doing and seemed professional. I have an older house so it is a little more involved than a normal house.

They stalled for several months before they got someone out here- we are an hour away. The gasket was impropery installed, we now have a noise when it is windy. The lock came apart several months after they fixed it. We didn't go back to them , it was a nightmare getting them to order parts and finally show up.

When the glass in one of my fireplace doors shattered, I brought it in to Superior Glass for replacement. They were to call me when it was done but weeks went by. When I called them I found out the door had just been sitting somewhere in their shop without ever having been fixed. The receptionist said she was just new and the previous receptionist had been fired. (Like I wanted to know that.) So once the door was fixed, still no call. I tracked them down again and found that it had been sitting there ready to be picked up for another couple of weeks. So someone from their shop who lives not too far from me offered to deliver the door to me. She brought me a can of glass cleaner as a customer service gift. The glass broke again the very next time I had a fire, and this time the glass in both doors broke. So I brought them back in and paid again for replacement glass. The very next fire, they broke again. This time I called the manager of the shop and explained the whole situation. I wasn't irate or impolite and I wasn't asking for a refund, or even an apology but I wasn't planning to bring the doors to them again, either. Something had to be wrong with those doors and no one there had caught it. I just thought he'd want to know in case he felt like looking into how is shop is running. He tried to tell me that the glass breaking was a fluke that "just happens sometimes" with tempered glass. This was despite my having told him that I'd used that fireplace for 7 years without previous incidents of breakage. And all the time I'd been waiting on Superior Glass during a cold winter when gas prices were very high and I'd have dearly liked to use that fireplace to help heat my home. It was one frustrating experience after another.