Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It is with a heavy heart and deep frustration that I pen this review about my experience with Glass Doctor of Greater St. Louis. I recently had the passenger side window of my truck replaced by them, a service which I expected to be handled with utmost professionalism, but that, unfortunately, did not happen.
  
  Following the window replacement, I noticed a distinct white/clear residue on the glass which was barely noticeable initially but became more prominent after tinting. I was perplexed as to how their technician could have overlooked such a glaring issue in the first place.
  
  Considering that my windows were already tinted, I had to get them re-tinted which only made the white/clear substance more visible and rather unsightly. Keeping in mind that the glass had just been installed 12 hours prior, I felt it was only right to contact the company and report the issue.
  
  My call was answered by the owner, Michael, whose response left me dumbfounded. Not only was he unhelpful, but he also proceeded to yell at me and belittle both myself and the window tinting company. What followed was a barrage of derogatory names and disrespectful remarks, culminating in a highly unprofessional suggestion that I should "get lost", before abruptly hanging up.
  
  I am appalled by the level of unprofessionalism and lack of customer service displayed by Glass Doctor of Greater St. Louis, especially from a person of Michael's position. It is regrettable that I had to experience such unpleasant treatment from a service provider. To anyone considering their services, I would advise caution based on my experience.

  Business Response

  Date: 06/29/2023

  ******** ***********, the owner of ***** **** ******** was extremely abusive to all parties involved at Glass Doctor because we couldn't replace his car window the same day he called. He called late in the morning and was told Glass Doctor would replace it the following day. We told him our day was booked and the soonest we could was the following day. He said he "didn't care" we were booked and verbally assaulted people in the office. This did result in some unprofessional behavior on our part after his constant verbal assault. Glass Doctor ended up giving him a full credit on the job and now he has a free glass in his car.

• Initial Complaint

  Date:08/17/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We contacted Glass doctirs to fix a broken window in our kithchen. We have a double pain window that’s now a single pain. Also, our window no-longer locks and the lift on the bottom of the window is missing which makes it difficult to open.I’ve reached out the company several times via text messages and calls asking if they could send a technician out to assess the problem. To no avail the company has not sent anyone out. However, the young lady by the name of ********* said someone could come out in September. That would not work for us because our windows no-longer have locks and is not safe! I’m requesting a refund so that I could call someone else out to fix our window. We have filed disputes with our credit card company’s to see if we can retrieve our money back.

  Business Response

  Date: 08/17/2022

  Hi, we are sorry to hear that you feel the issue is not resolved. We do feel confident in our assessment from the picture that you sent that there is in fact a double pane unit installed in your frame. Also, on the pictures you sent us from before and after installation, 1 of your locks was missing before hand. In regards to the missing lock as well as the lifting mechanism, our offer to send out a technician in early September is our next availability. We did offer a $50 refund as well in the interim. Per the agreement signed, "I authorize Glass Doctor to commence work. I understand that there may be corroded, damaged, missing, aged
  and/or brittle parts that may not be visible. I agree to hold Glass Doctor or it's assigns harmless should such parts be
  discovered or become damaged during work, and agree to pay for such parts and additional tasks necessary for work
  completion. I acknowledge that the deposit is non-refundable and full payment is due upon completion."

  Those aspects you have listed as broken on the window are not normally effected during glass installation and regardless, we are doing our best to serve you as the customer and as quickly as we can. Please do not hesitate to reach out to either the owner or the manager with any further questions or concerns. Otherwise, we will keep you on the schedule and get you taken care of ASAP. Thank you, Glass Doctor