UPDATE: Shortly after writing this review, RJ Cavanaugh from the company called me personally to apologize, tell me he had addressed my comments with his staff, and say that he would “owe me one” in the future. I appreciated the gesture and will hold him to his word if I ever need assistance with glass needs again.\r
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Overall, my experiences with Ace Glass & Door have been revolting.\r
For one thing, there is no continuity regarding who answers the phone. Due to this, I made an appointment with one person, only to be told it was non-existent by a second person when I called to find out why a technician hadn’t shown up.\r
In addition, the people working there dispense opposing information. The first time I called regarding my broken glass back door (which they did fix, after coming out twice), I asked if they did screen work, which was answered in the negative – only to have the technician that came by – “Steve” -- offer to do any screen work that I might need! And when I took him up on the offer, things went straight downhill. The first 2 times he visited, he was unable to fix the problem that, admittedly, another company had caused. However, he missed the 3rd appointment (telling me he had “lost my paperwork” and so couldn’t find a way to contact me (after I called him to find out why he had stood me up), and then also missed the 4th appointment, this time after I had emailed him to remind him! When I called the office and asked to speak to the owner or manager, ""Trent” took my call and claimed he would fix everything to my satisfaction. He swore that he would get Steve to call me back – something that never happened. After I called Trent 2 more times and left messages, I just gave up and hired someone else.\r
In short, many of the employees of this company are unprofessional, lacking in conscientiousness, and have no concept of customer service. Hire them at your own risk. Oh – and make note that one reason they have the relatively high rating that they do is because at least one of their employees has left a 5-star rating on this site, thus skewing the ratings of actual customer opinion.\r
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