Reviews

Review Details

• Review fromStu S

  Date: 08/07/2024

  1 star

  Stu S

  Date: 08/07/2024

  The following is fact. I was referred to this company by a company that was remodeling my bathroom. I had a large pane of glass that I wanted removed prior to the remodel and reattached after. I went to this company for help and lived to regret it. They have a word they like to use - "protocol" - that apparently allows them to avoid any actual customer service. Very long story short, I thought we had an estimate with them but it turned out that, even though it had the word 'estimate' on it next to a dollar amount, it isn't an estimate and certainly wasn't binding to them doing the job. It's their "protocol". The day before our remodel was to begin, I contacted this company and found out that I was not on their schedule, even though I had requested that particular day, had an estimate and had one of their employees in my home to take pictures and measurements. When I found out I wasn't on their schedule and that they were going to be of no use to the project, I requested not to be contacted by them. I had to make that request three times by phone and email to get them to stop defending their "protocol". They dared me to leave a review so they could explain how I didn't understand their "protocol". So here's the review. I've been in customer service so long I could write a "how to" manual with my eyes shut. Northside Glass has among the worst customer service I've encountered either in my personal life or professionally. I was never shown the least amount of respect, empathy or professionalism by this company once it was determined we wouldn't be doing business together. I was emailed three times after requesting no further contact. When I called to complain about the continued emails, they hung up on me. *****. I emailed a manager regarding my experience and got zero reply. In the future, instead or daring someone to complain about your "protocol", a better approach would be a simple respectful apology. After all, is "the customer is always right" no longer true?

  Northside Glass & Framing & Mirror

  Date: 08/15/2024

  This is a very unfortunate situation. The client in this case was under the impression that they had requested work to be done at their home on a specific day. We were under the impression that the client wanted us to look at their job on that specific day. We set up the appointment to look at the job. When the client realized that we were not at their home to perform the work they wanted done, they became belligerent. Many of our staff tried to explain and apologize for the situation. The client only heard what they wanted to hear and continued to sling insult after insult at many of our employees. Some of our employees were hurt and offended by the client's behavior. After a few tense interactions with the client, it was decided that we needed to pass on the job. The client still continued to ****** and harass our company. We chose not to respond or engage the client any further. At that point the threats and cursing did not stop, and still, we did not engage. We have no intention of engaging this client and their threats any longer.