BBB Accredited Business since

Glass Doctor

Additional Locations

Phone: (216) 226-9020 Fax: (216) 391-5611 View Additional Phone Numbers 7120 Carnegie Ave, Cleveland, OH 44103 View Additional Email Addresses View Additional Web Addresses

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Windshield repair/chip repair
Auto glass including doors, vent, quarter glass, back glass, and windshields
Window glass repair and replacement
Custom shower and tub enclosures
Custom glass tabletops and mirrors
Commercial glass applications including divider walls, decorative glass, glass enclosures, safety and bullet resistant glass, storefronts, commercial doors and entryways, etc.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Glass Doctor meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Glass Doctor include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 17 complaint(s) filed against business
  • Resolution of complaint(s) filed against business

Customer Complaints Summary Read complaint details

17 complaints closed with BBB in last 3 years | 4 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 2
Delivery Issues 3
Guarantee/Warranty Issues 0
Problems with Product/Service 12
Total Closed Complaints 17

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Glass Doctor
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

BBB file opened: January 17, 1991 Business started: 01/01/1990 in OH Business incorporated 01/01/1990 in OH
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Ohio Board of Motor Vehicle Collision Repair Registration
37 West Broad St., Suite 880, Columbus OH 43215
Phone Number: (614) 995-0714
Fax Number: 614-995-0717

Type of Entity


Business Management
Mr. Matt Kelly, President
Contact Information
Customer Contact: Ms. Jennifer
Principal: Mr. Matt Kelly, President
Business Category

Windows Glass - Broken Glass - Repair Glass - Tempered Glass, Mirror & Screen Companies Door Closers & Checks - Repairing Doors - Repair Glass Board - Up Service Glass Coating & Tinting Glass - Stained & Leaded Glaziers Store Fronts Windows - Installation & Service Table Tops Glass Circles & Specialty Shapes Glass - Beveled, Carved, Ornamental Mirrors Screens - Door & Window Shower Doors & Enclosures Storm Windows & Doors

Method(s) of Payment
Visa, MasterCard, Discover, American Express, personal checks, cash
Refund and Exchange Policy
100% warranty on all products and workmanship, length varies by product
G12 warranty on auto glass, free replacement glass within one year
Alternate Business Names
Glass Doctor of Northeast Ohio Service Convenience

Additional Locations

  • 7120 Carnegie Ave

    Cleveland, OH 44103 (216) 391-7035

  • PO Box 603098

    Cleveland, OH 44103


BBB Customer Review Rating plus BBB Rating Overview

BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

9/3/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: My contractor ordered a custom set of glass doors for Glass Doctor on 5/25/15. We were told that the doors would be done in 2 weeks or 3 weeks if something crazy made them delay the installation. After 2 1/2 weeks went by we still didn't have our doors or even have an installation date scheduled. I had my contractor call to find out what was going on. When he called he was told Glass Doctor would be calling us that week to schedule the install date. The next week went by, still no install date. At the end of the 3rd week I got the number of the sales rep out of Columbus that my contractor placed the order with and gave him a call to find out what was going on. His name was James at # 614-601-3954, he told me that he had up to 4 weeks to get the doors installed, which I wasn't very happy to hear but understood. I proceeded to ask him when would the doors be installed and he told me that someone would be in contact with me by the next day to set up an installation date. Another week went by and still no call. So the following week I called James again and ask what was going on and he told me that our doors broke in transit from Columbus to Cleveland. I asked why I wasn't told anything and why no one had called me for an install date yet. James then proceeded to get angry with me for asking those questions and told me he didn't have to tell me anything because my contractor placed the order. I then mentioned that my contractor paid for the order with my money so I think I deserved and answer, he told me he would find out what is going on and to talk to my contractor. Another week went by (now week 6) and I had still heard nothing about an installed date. I called my contractor and he told me that he couldn't even get a hold of James to get any info about the install. So I called Glass Doctor myself and asked the customer service person if they knew anything about my doors. They told me that we were scheduled to install in 2 weeks (NOW 8 WEEKS TO INSTALL). I asked why someone had't called me to tell me because I was supposed to be out of town, they could give me an answer. I told them how long we had been waiting/ what happened to the 1st set of doors and could they move the date up, they said they couldn't do anything about it. So I called James. I told him about the install date of 7/15/15 and he told me "that was great", I told him that was not great and that if we waited until that date it would be 8 WEEKS since placing the order. I then asked him what happened to him having a 4 week deadline and he told me that deadline didn't mean anything in the end. Then I asked why we weren't being pushed to the front of the line for installs since or doors were broken in transit. He told me nothing could be done. He then told me that he was done talking to me and didn't have to answer anymore of my questions. James then proceeded to call my contractor immediately after hanging up with me. This is the part that is so unbelievable it still amazes me. He told my contractor," If both you and your customer don't stop calling me I will throw you doors in the trash and refund your money, I don't need your business!" This floored the both of us. All we were trying to do the whole time was get an install date in the 4 times week called him and this was the way we were treated. I can not begin to tell you how incredibly unprofessional James was throughout this whole experience and to say what he said at the end was entirely uncalled for.

Desired Settlement: I would like a complete refund of my money for this job. The whole experience was awful and having to deal with a sales rep like James was the worst experience I have ever been through. I don't want another person to have to go through what we did dealing with James!

Business Response:

I have spoken with the homeowner about these issues several times today. Bottom line, both of us are having real issues with the contractor that is sandwiched between us. Most of the delay in the installation was due to the contractor not providing us down payment and authorizing our work until weeks after the homeowner had provided that payment and authorization to the contractor - but leading the homeowner to believe that he had. We had failed to meet the homeowner's expectations even before we had the job and didn't even know it!


Most of the miscommunication and difficulties in communication were caused by our being blamed for this delay, the already deteriorated relationship between the homeowner and contractor, our being unable to share information with the homeowner due to the contractor relationship, and our salesman being pounded almost daily by as many as four different upset people aggressively asking the same questions. It is epitomized by the contractor quoting our salesman as saying we would throw away the doors and refund the deposit. This is ridiculous and was not said.


At this point, we have, unfortunately, been forced to  provide notification to both the homeowner and contractor that collection proceedings against all parties for the remaining balance will commence if the balance isn't paid promptly. This notification was mailed on 8/4/15 and the homeowner filed this complaint on 8/6/15. Clearly, there would not have been a complaint except as precipitated by the impending collection action caused by the contractor's failure to pay.


At this point, both the homeowner and Glass Doctor are doing all we can to cause the contractor to do the right thing and pay this balance. We're sorry that we and the homeowner have been placed in this position. This is just one more cautionary tale for any homeowner working with a contractor- be sure to get lien releases from all sub-contractors prior to making final payment.

7/16/2015 Billing/Collection Issues | Complaint Details Unavailable
3/13/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: I filed a complaint yesterday, 2/6/15 and this is to up date the complaint.Today I received a call from the service person, **** (this is a correction). He gave me the correct address for the office (another correction).I gave him my credit card information so that the glass can be ordered.This company should be appreciative of an employee willing to work to make things right.

Desired Settlement: **** is professional service person and I'm sure, given the opportunity he will make this situation right.

Consumer Response: Consumer clarification taken over the phone by BBB staff 2/10/15. Consumer says it is hard to get a hold of ****, because all she has is the company phone. This process started in November, they were out to measure.  She gave him a piece of the broken glass that she needed to replace and **** advised he would be back in several days.  The next time he got in touch with her, he explained why he was late, she doesn't have the exact dates on hand, but **** advised he was not working on those days. At the time he came back, he took the portions of the China cupboard needing repaired. He had given her a price of approximately $330 and she agreed with it.  He was supposed to return within a week. He hadn't come back, she called the company number, and told them that she would be out of town until the end of January. The last week of January she called to remind them that she would be in town the next week.  The person who answered the phone acknowledged that she remembered the situation.  At the end of that week, on Friday, she realized she hadn't heard from them and called. The person who answered the phone talked to the manager and said "the glass has not been ordered, we don't have a down payment". Consumer thought she had given them her credit card number and if they didn't have it they should have called her and asked. Consumer says there was no contract, it was all verbal, they had given her an order number, but she doesn't have it with her right now. She called back and asked the manager to give her a call, but she never received a call back. Consumer sent a text message to **** on his business phone and **** got in touch with her last Saturday. He apologized profusely.  She gave him her credit card number. She explained that she would be out of town again until the middle of March.  He said if she does plan on being around for any amount of town before then to let him know so he can finish the job. The consumer's complaint is that the company does not communicate, they have their employees take days off. The company doesn't notify the customer to let them know that the employee is not available to complete the scheduled service.  

Business Response:

I am sorry for being slow in responding to this complaint. Reading the text, it looks like our customer answered her own complaint and was satisfied with progress. My understanding is that our customer is still out of town - returning later this month. I have asked our technician to contact her to verify return date. We have fabricated the necessary material and are ready to perform the job upon her return.


**** *****, President

12/22/2014 Problems with Product/Service | Complaint Details Unavailable
10/13/2014 Delivery Issues | Read Complaint Details

Additional Notes

Complaint: The customer service at Glass Doctor is the worst I have ever seen. I ordered a window replacement on July 23 and it was installed on September 11, over 7 weeks! The first window came 2 1/2 weeks after the initial consultation. When the window was being installed the tech broke it. So, at that time it was told to me that the replacement was on priority order.After a week or two, I called to get an update, and I was hung up on by a customer service rep, *****, who very rude and not helpful at all. After that I called again and asked for a manager to call me, nobody ever did. Then I asked for the owner (**** *****) to call me, so I can explain me how disappointed I was. I have left several messages, and called several times. Then another guy called named ****. He told me **** ***** the owner was at a window conference in Las Vegas from September 6 through September 11, which was a lie, the conference (Glass Build America) was from September 8 thru September 11th. At that time I asked for my money back, they didnt give it back, but they then discounted the price by 64%. I told **** when this window comes in I want it to be installed the next day. Also, that I wanted to be the first stop on the route, he said I cant promise that. I said then give me my money back; I wasnt going to take off another day at work, because the time frame they told me for installation was from 9:00-3:00. Then he said okay, first stop. But, I still wanted ***** to call me, **** said **** ***** will have 50 + calls to make when he returns, I stated make sure I was at the top of that list. I am still waiting for ***** to call; its been over three weeks since, my initial request for him to contact me. Someone left a message with my wife that the window was on priority order, this is in week 6, wasnt I told that weeks ago? My instructions were to call me, not my wife. **** *****, then emailed me a copy of the new invoice, and left a message with my wife that the glass was in. I have mentioned several times to call me, I said make sure that in your notes and that all correspondence will come through me. Someone else called to schedule the installation and told me the times were 9:00-3:00 and the only time they could schedule me for first thing was in another week. I told them that **** and myself had discussed something else, so I was transferred to him. He said that the best he could do was 9:00-1:00 and asked me to be flexible since they were flexible with me since they dropped the price. Are you serious? I have been flexible enough; I have been waiting for 7 weeks for my window! I said this needs to be installed tomorrow or give me my money back; I wasnt taking off another day of work for this installation. I then mentioned someone can come after I get home from work. So, they made that happened. **** ***** says he authorized Daniel the tech to work after hours to complete the job. Like he was doing me a favor, after 7 weeks they should bending over backwards to make this happen. Needless to say the window was finally installed. And **** ***** still hasnt call to apologize for anything that had happened throughout this process. So I see why the Customer service is horrible, because it starts right at the top with **** *****. I wanted my wifes car window replaced trough Glass Doctor, and they gave me an estimate for that. But, now there is no way, we want that servic and I wouldnt recommend anybody to do business with them.

Desired Settlement: I should had recived my window for free.

Business Response:

Our customer is understandably upset. This job took way longer than either party expected due to errors on our part and supplier lead times that have become extremely extended this summer. In my defense, I was indeed out of town at a Glass Doctor conference in Orlando during the time stated by ****. There, coincidently, was a glass convention occurring in Las Vegas at close to the same time. I spoke with our customer shortly after arriving back into the office on September 11t. When we spoke that  dayl, I apologized for the lack of timeliness and my slow personal response. I told the customer that the technician would be glad to come late in the day. I am surprised by our customer’s interpretation of my statements, as I thought that the conversation went well as I sincerely stated my concern for the slow service and the inconvenience that he had experienced.

Consumer Response:

*********** ********* *********************>

10:51 AM (2 minutes ago)

to *******
The complaint hasn't been resolved.

From Glass doctor- Our customer is understandably upset. This job took
way longer than either party expected due to errors on our part and
supplier lead times that have become extremely extended this summer.
In my defense, I was indeed out of town at a Glass Doctor conference
in Orlando during the time stated by ****. There, coincidently, was a
glass convention occurring in Las Vegas at close to the same time. I
spoke with our customer shortly after arriving back into the office on
September 11t. When we spoke that dayl, I apologized for the lack of
timeliness and my slow personal response. I told the customer that the
technician would be glad to come late in the day. I am surprised by
our customer’s interpretation of my statements, as I thought that the
conversation went well as I sincerely stated my concern for the slow
service and the inconvenience that he had experienced.

He never apologized for the for the lack of timeliness. And he never
spoke with me. The conservation didn't go well because it never

***** *********

Business Response:

Since receiving the last update on this complaint, I have left two voicemail messages for our customer to discuss his concerns.

7/22/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Had car windshield replaced by this company on 5/27/2014 at my home. did not drive car for few days, but when I did, noticed that damage was done to the paint job from either old windshield removal or new windshield insertion. Called this company and they stated to send them a picture of the damage, which was done. Didn't get back to me about what they intended to do, so I sent them a copy of my own estimate. They claim they are having their own body shop do a estimate, but that was well over 10-14 days ago, and still no reply about when they plan on repairing my vehicle. My car was a brand new 2013 Nissan Juke that had newer been titled when I bought it 3/31/14 and had less than 3200 miles when windshield was replaced. To me this is a brand new vehicle and I want to keep it looking that way. I purchased a product and a service from this company. I got the product, but their serviceman did damage to my car and I want it repaired and I don't feel that they are going to repair it!

Desired Settlement: I want the cost of the estimate sent to me so that I can have my vehicle's paint job repaired ASAP!!!!!!!! I have been more than patient!

Business Response:

We have shared the pictures and description of the damaged hood with ***** **** **** *********** ***** ******** ******* ********** ** ******, an auto body repair facility approved by many insurance companies. We have successfully used ***’s for over twenty years, trusting them to repair both our vehicles and those of our customers. I met with the owner today to review how we might best be able to handle this situation.


The paint damage appears to be on the lip of the hood facing back into the passenger compartment. It is likely that the technician inadvertently grazed this edge while setting the bottom of the windshield. It is unclear whether the damage requires repair on just this exposed edge, or also the upward face of the hood itself. In either case, ***’s will correct this damage, with Glass Doctor accepting responsibility for costs incurred. In addition, we would provide valet service – picking up the vehicle and returning it when the work is completed. Should the customer require a vehicle during this period, we would provide one of our company vehicles for their use.

5/19/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: On 4/18/14 I schedule a glass replacement for our company van. The tech showed up the next day to complete. After he was finished we looked at his worked. He had left glass laying on the parking lot and inside the van and when asked he said he don't clean up. Then we looked at the inside of the van and noticed he had removed the cloth material and just left it hanging. I ask him why and he said he don't carry glue with him so he cant fix it. So we are left with a clean up and a van that looks bad where he tore the cloth. Our company will never use these guys again.

Desired Settlement: We feel this company should refund a portion for our clean up and for the repair around the window.

Business Response:

I sincerely apologize for this.  It is Glass Doctor's professionalism and extreme care that sets us apart from our competitors and you obviously did not experience that on this service call.  We will handle internally immediately.  In the meantime, I would be glad to send out a qualified auto glass specialist to take care of any concerns.  If repair work is needed to restore your vehicle outside of what we can perform at your location, we would be glad to pick up vehicle and get corrected for you as quickly as possible.

5/2/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: The entire experience with Glass Doctor was HORRIBLE. My repair was scheduled for Tuesday and the tech never came so I was rescheduled for Wednesday. They mistakenly closed my work order mixing me up with another customer without completing the repair. The representative who canceled my order in error didn't want to call the insurance company(as advertised) to extend my rental but reluctantly said she would. She never called them. The day of the repair...the tech called saying he would be at my home in 30 minutes. I left work on my hour lunch break. He arrived 60 minutes later. He did not speak to me other than asking me for payment. He made rude comments to my uncle and cousin. I was unable to stay so upon my return I found that he did not clean the glass out of my car as he was supposed to. He left a pile of glass in my driveway where my children ride their bikes and play. I then found my windshield folded in thirds placed in my only trash can...he was supposed to take it with him to dispose of it properly at their shop. My car was not put back together properly also. The guard at the bottom of my windshield was not put back into place completely and there is a pile of glass all the way across the resevoir under that piece. When I called to report my experience, the customer service manager, Lyle, cut me off mid-sentence to offer a rather insincere apologize with no attempt to correct the issue or even a reassurance that the issue would be addressed.

Desired Settlement: I either would like a refund of my out of pocket expenses or Glass Doctor to pay for a full detail on my car to clean out the glass that I am unable to get with my household a location of my choosing.

Business Response: I sincerely apologize for this experience as it is certainly does not sound like your service was up to our customer service expectations.  We would be glad to send out a technician to this customer's home or work or other location to take care of any unresolved issues, including finding and removing any pieces of glass inside the vehicle.  We have tools to handle this and it should have been completed at the original appointment.

4/30/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: My car was serviced for a cracked winshield. The panel that holds in the window was not replaced correctly and started falling off as I was driving. The worst part was that the technician left pieces of broken glass all over my seats. I never experienced service so poor, especially with the risk of passengers cutting themselves on the broken glass, and the total disregard for it being a safety issue.

Desired Settlement: The total I paid was $356. I am requesting a $250 settlement for the service I did not receive for the winshield replacement.

Business Response:

This customer called and opened a warranty claim with our office.  The technician was sent out the next day to correct the issues, including cleaning up glass.  We assume this issue is settled.

2/24/2014 Problems with Product/Service | Complaint Details Unavailable
12/23/2013 Delivery Issues | Read Complaint Details

Additional Notes

Complaint: We ordered a replacement picture window on October 19,2013. our deductable was $250 dollars. Cost of window was $485. Since our order they have had to order 5 windows because there was a bug inbetween the double pane or there were scratches on the window. Since we are older it is hard to put up and take down our verticles and drapes so we have had to leave the drapes off now for 2 months and we have a baby grand piano that we had to move and do not want to move it back until the window is in as movement can cause the piano to be out of tune. We feel if the company they get their windows from cannot get it right they should use another company. We would like our window in so we can decorate for Christmas. If they can't get the window for us right they should reimburse us and find a company for us that will do it for the same price. The insurance company already paid their portion and we have already paid Glass Doctor in full. We hope we can get some results. They said we would have it this week but when we called they said this window had a scratch also and had to reorder. I am getting really upset and hope you can help us resolve this issue. Thank you.***** *****

Desired Settlement: We would like our window now and feel we should get some type of settlement due to the length of time involved and their dealing with an incompetent window supplier. Any help would be appreciated.

Business Response:

Indeed, this job has taken much longer than expected. The glass in this window is a bit specialized (newest generation Low E) that is only supplied by a limited number of glass fabricators. It is a Soft Coat Low E product that requires special handling during the glass insulating process. It also is more subject to scratching and other blemishes. Given the issue (fly captured between the pieces of glass) presented on our original installation, our quality control has been especially particular when inspecting incoming glass for this customer. This has resulted in multiple rejections at our end.


I am sorry that this job has taken so long to get handled. I have spoken directly with the production manager at the glass fabricator, requesting very careful inspection of the next piece of glass coming to us.


I have also spoken personally with this customer and expressed my concern for this job getting done quickly and correctly. I fully expect it to be complete within the next week.

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


***** *****


They said they would have the window this week but we have still not heard from them.  My husband called today Friday and their response was it should come in by MondayThey have been saying this every week.  It has now been two months.  At this point we would like our money back so we can go somewhere that will get the job done in a timely manor.  I also was not aware that they were going to give a a inferior glass.  Our windows were put in by Cuyahoga Falls glass in Cuyahoga Falls Ohio many year ago and they were not of a glass that would easily be scratched.  I am wondering if this may be a bait and switch type of deal.  I still do not have my drapes up as I have been waiting for the window.  I am hoping you will be able to help us.  Thank you.  ******

Sorry I didn't get to you sooner but we were out of town for a couple of days.

Business Response: This issue is close to resolved. The glass came in last week and is scheduled for installation today, December 17th.

Consumer Response:



I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.  I want to Thank you for all your help.  The window was installed on Tuesday and seems to be okay.  The installers were very nice and did a good job. thank you again for all your help.



****** *****




10/2/2013 Problems with Product/Service | Read Complaint Details

Additional Notes



Business Response:

I spoke extensively with this customer (and her mother). At the time that we installed this glass, our technician noted that there were multiple vehicles in the location with glass breakage due to vandalism. Our warranty for tempered glass installed in vehicles does not include replacement of glass when it is subsequently broken again.


When the customer called stating that her glass had spontaneously broken the following day, I knew of the original cause of damage and informed her that it likely wasn’t a warranty item. I agreed to have the technician come back to assess the breakage. I also agreed that we would bring another piece of glass should we find that the breakage was due to an issue with our installation. I again informed her that this was highly unlikely.


During these conversations, and subsequent, the customer stated that:


1. She was sitting alone in her vehicle in her driveway when the glass broke.

2. That, without leaving her vehicle, she had a clear view in all directions, and that there could have been nobody around to break her glass. (This type of glass breakage would not have immediately vacated the opening, but would have mostly stayed in the opening, spidered to the point to being impossible to see through.)

3. That the broken glass had cut her car tires (This type of glass doesn’t cut tires).

4. That our technician was drunk! (He doesn’t drink.)


Nonetheless, I chose to ask the technician to install our new glass. When he started to vacuum the broken glass from the car, he found the stone that broke it in the glass shards!

We had vacuumed the car when we installed the glass, so this stone was not in the car when we were there last. Given its location among the pieces of broken glass, and the lack of veracity of the customer statements above, it obviously was the cause of breakage.


I am sorry that the customer has been victim of this repeated vandalism. However, the facts clearly show this not to be a warrantable situation. This was communicated to both the customer and her mother multiple times.


Matt Kelly

President, Glass Doctor

Business Response:

Attached are copies of the two invoices for this complaint as requested.

Thank you.

9/18/2013 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: so my window was broke out by a rock an i called glass doctors to have it repaired so the first time they came out to replace the glass they left glass in the door causing my door not to open from the inside and the window itself would go up an down real slow. so they came a second time removed all the broken glass from the door and replaced the window due to the first piece of glass was the wrong type for my car wich is a 07 honda worked for about two weeks an again the window would not go up an down properly so they came out for a third time replaced the glass one again. worked for about a month then when i would roll my window up it would fall off the trackso i called them again they came out again replaced the glass told my they special ordered this one form honda. so now that four pieces of glass has been put in an out of my car the door has been taken apart the screws are now stripped none of my windows will roll down they came out once again told me the inside of the door had gotten wet but would be fine once it dried out. put another window in an told me if it happens again to take it to a dealer and if they found they were at falt they would pay for the repairs. so i took my car to honda and they have found this damage done to the run channels due to improper handling and the master switch shorted out during window replacement. so i called the owner of glass doctors an he told me he would call me back since then i have left him 3 messages and still have gotten no call back

Desired Settlement: for glass doctors to full fill what they said they would do if they were found at fault they would pay for the repairs wich will be over 500.00

Business Response: We would require the bill from the Honda dealer as well as a statement from them that the damage to the window was caused by our glass replacement.  Once we have that information, if we are at fault, we will gladly pay for the repair.

9/4/2013 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: I have been waiting 5 weeks for a custom glass shower door from Glass Doctor of Cleveland, Ohio and still have not received my door. On 5/28/13 I ordered a custom glass shower door and paid 50% down payment on the door and was told it would take 2-3 weeks for it to come in. The 3rd week I still had not heard an update, so I contacted Glass Doctor and they estimated it would be there by the end of the week. It did come in at the end of the 3rd week and they came to install on 6/21/13. When they came to install they found out they measured incorrectly and the glass did not fit, so they'd have to reorder it and would put a rush order on it so it would take 1-2 weeks. The following Monday 6/24/13 I called to understand when exactly I could expect the new door. They estimated it would only be 1 week so either 6/28 or the following Monday 7/1. I told them that it couldn't be any later because I placed the order back on 5/28 and planned to have it ready for the 4th of July when I was having guests in town and would need the shower door. Today is 7/1 and I called again to understand the status. They had no record of my order. It took half a day for them to track down the status and when they called back they said it wouldn't be ready now until 7/8. This is 6 weeks after the initial order took place. Since it's a custom door I cannot cancel the order, which I understood but was disappointed and would have preferred to take my business elsewhere to a company that had better customer service and stuck to their deadlines. When I asked if I could have a discount applied due to the fact their timing has been screwed up and has completely interfered with my work schedule and having to repeatedly take days off, they refused a discount and laughed at the idea, saying that no kind of discounts were offered. As of this day, July 1st, I still do not have a shower door and am hoping that it will come in on the multi revised date of July 8th. At a minimum, I would expect some kind of discount to be applied due to the lack of communication by the company, the poor service in measuring the initial enclosure, and the extended timeline for the shower door. This is a lot of money and I feel severely disrespected by the company for the changing timelines. If for some reason I do not get the door on July 8th as planned, then I will update this complaint to include another change in timeline which is already unacceptable. Very poor client service.

Desired Settlement: Some kind of discount applied to the $1,055 cost of the shower door.

Business Response: This has been an unfortunate comedy of errors for this customer.  We gave the customer a $250 discount.  We also installed a temporary shower door at no charge while hers is being corrected again.

Consumer Response:


I am writing in reference to complaint ID *******. My situation with the company has been resolved. Can you please close my complaint?
Thanks for your help,
****** *****

7/30/2013 Billing/Collection Issues | Read Complaint Details

Additional Notes

Complaint: When the technician came to replace a shattered window in my car, he collected the $100 deductible payment twice. Glass Doctor later called and left a voice mail on Monday, June 24, 2013 at 1:40 pm asking for a callback to 216-426-6208 with credit card info due to a double charge on my credit card. I have tried to call without success multiple times in July 2013. Once a CSR at the main (trusted) phone number to check into this said she would give a message to billing. I tried contacting online with a message and both of those resulted in no call backs. I called again and received billing but was told that the double charge can't be found. When I offered to send a copy of my bank statement reflecting the double charge, the billing rep offered to research it and took my credit card info in order to complete a refund once it was found. Weeks later this has still not happened. I want it resolved.

Desired Settlement: I want the double charge of $100 refunded to my card immediately. I have attempted multiple times to settle this with the company directly without success even after they initially called me and reported the double charge. No credit has been received to date.

Business Response: According to our records, a refund of $100 was processed on 7/23/13.  The customer should be seeing the amount on their statement within a few days.

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. I had called the bank on July 24, 2013 prior to my complaint at 2:00:38 PM against Glass Doctor to check on transactions prior to making the complaint and the refund had not yet been registered at that time. However, I called the bank tonight after the response was received and a credit was applied on the same date of July 24, 2013. I am happy to report that no further resolution is needed. 

Thank you,


**** ****




7/9/2013 Delivery Issues | Complaint Details Unavailable
3/29/2013 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: I ordered a window for my sunroom that was broken. A technician from glass doctor came to measure the window for repair never took the board down from the window which means when it was time for my window to be put in the glass was too big which meant it had to be ordered again no one from this company never call or said anything else about my window that I paid in full for. After not hearing from them in almost a month later I want a refund no one has addressed my concerns regarding my refund. I do not wish to do business with this company I just want a refund.

Desired Settlement: I would like a full refund 497.00.

Business Response: The customer is exactly correct. Our tech mismeasured the original glass. When we re-ordered the glass, the job got lost in our computer system. This was all compounded by a lack of communication on our part. All I can do is apologize for this lack of service. It is not how we do business and it caused us to identify a glitch in our system that has since been corrected. A refund check in the full amount of the customer's deposit has been issued and mailed.