Complaints

This profile includes complaints for Glass Doctor of Northeast Ohio's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Glass Doctor of Northeast Ohio

  7120 Carnegie Ave Cleveland, OH 44103-4802

• 

  Glass Doctor

  6475 E Main St Ste 118 Reynoldsburg, OH 43068

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:06/14/2024

  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.

  I ordered a basement window and paid half the price 639.52 on 9/22:23. Was told it would be completed within 6 weeks up to three months. I’ve called and emailed with them every 6 weeks without resolution, most recently with Matt ***** on 1/28:24 saying the window would be done in 10-15 days. Now it’s been 9 months and still no window.
  Order number ******, **********.
  Please help me, I don’t trust this company, don’t know what is going on. Please help me get my deposit back
  ***** ********

  Business Response

  Date: 06/14/2024

  We have communicated with our customer and mailed a refund check. USPS tracking shows it is out for delivery today, Friday June 14th. 

• Initial Complaint

  Date:04/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On March 1, 2024, technician came to my home to measure for a window replacement. They took measurements, put the information on an ipad and said it would take about 4 week to fabricate. I used a credit card for a $250 down payment. After 2 weeks they called and said they lost the information on the ipad and would have to start the process over. I told them because it took them 2 weeks to even call my to notify me, I said I did not want to continue with the purchase and wanted a refund of my $250. After another week (3 wks after they did measurement) they called and said they found the information on the ipad. I told them I still did not would to pursue the transaction and still would my refund. I have been trying to get my refund ever since.

  Business Response

  Date: 04/19/2024

  I apologize for the confusion with the customer's order. We have refunded his deposit.

  Customer Answer

  Date: 04/22/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ***** ********
  
  
  
  

  From: ***** ******** ******************>
  Date: Fri, Apr 19, 2024 at 7:44 PM
  Subject: Re: You have a new message from the BBB serving Greater Cleveland regarding complaint #********.
  To: Better Business Bureau ***************************
  

  
  
  

  They reimbursed my card today, thank you!

  *****
  
  

  Sent from my iPad

  
  

• Initial Complaint

  Date:04/12/2024

  Type:Product 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.

  On 10/17/24 I approved Glass Doctor of Northeast Ohio to install a glass shower enclosure for $2,354.01. A deposit of $1,241.16 was paid on this date. I was told it would be about 6 weeks for the glass to be installed. I called in in mid-December seeking an update on the order and was told it should be arriving any day. I called again in January and was put through to voice mail. My message was never returned. I called again in late January and spoke with someone who said the manufacturer was very backed up and transferred me to "upper management" where I left a message for Matt *****. In February, I called again and spoke to someone who again did not know the status of my order and I was transferred to Matt ******* voicemail. I received an email from Matt ***** on 2/20/24 that indicated the manufacturer's system was down and he would call them every day to get an answer. A week later I emailed asking for an update and received no response. I called again in March and also emailed *********************** with my concerns. Finally, on 3/21/24 I emailed that since Glass Doctor was not being responsive and I have not been provided with the goods sold to me, I would like a refund in the amount of the deposit made on 10/17/24. I have not received a phone call or email from Glass Doctor since 2/20/24.

  Business Response

  Date: 04/29/2024

  We have communicated with the customer, expressing our sincere apologies for our lack of service and communication. We are sending her a refund check this check this week.

• Initial Complaint

  Date:02/21/2024

  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.

  Placed an order for shower doors in early December and they have not completed the installation. Been receiving excuses for weeks and now that I see a report on television, need to file my complaint.

  Business Response

  Date: 02/21/2024

  I have communicated with our customer several times this week. We are processing his refund today.

• Initial Complaint

  Date:02/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  on 8/3/23 placed order with Glass Doctor to replace 2 vinyl double hung windows clear insulated glass with standard screens. Company was to have them installed in approx. 4-6 weeks and as of this date (1/25/24) nothing has been started. I have called the business numerous times and they keep telling me it is on order with no date to start. Customer service keeps telling me someone will call me back and never hear from anyone. It has been 6 months since the contract seems to me, they would be able to give me a date by now. Just want the job to be completed and a start date doesn't seem to hard to ask for have already paid for the work to be done. If not going to do the job just tell me and refund all the money. The work order # ********

  Business Response

  Date: 02/19/2024

  I apologize for the delay and thank our customer for his patience. This job was completed on January 31, 2024.

  Customer Answer

  Date: 02/27/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ***** *******

   

  I had sent a message back that the job was completed a week after I contacted the BBB. Thanks for your help and it was amazing of

  fast they responded when the BBB got involved. After waiting 6 months for them to complete the job.

  
  

  Thanks Again,

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

  
  
  
  
  

  
  

• Initial Complaint

  Date:09/15/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Glass Doctor replaced my windshield in October of 2022. The work included a 1-year warranty on ships and cracks. I have a stone chip in my new windshield now and the company is not honoring their warranty.

• Initial Complaint

  Date:09/11/2023

  Type:Product 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 ordered glass for our business Spaces over three months ago. We’ve called over 20 times and no response. I even tried calling the owner to no avail. I gave a deposit of $700 which was cashed immediately. I told them I wanted my refund back I do not want to use them since I have not received my glass, the poor girl that answers the phone was very nice and she said she was leaving the company in a few weeks because the owner does not follow through with customers. Again I am very upset. I thought this was a reputable company.

  Business Response

  Date: 09/24/2023

  I apologize to our customer for the delay with our installation
  and lack of communication. We have refunded their deposit.  

• Initial Complaint

  Date:08/29/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  On 5/26/23 I authorized work for a replacement glass at my home giving a deposit of one half down. The amount was $635.59. I was told 3 to four weeks for the glass to come in. I has been three months and no glass. Every time I call I get a differen excuse as to why . A couple days ago I called the owner Matt Kelly at 216-426-6220, left a message that I did not want to wait any longer and wanted my deposit back. I asked him to call me back and tell me when I could expect my deposit and in what form , either check or credit to my Visa. I never received a call back. Today I called the office and spoke to an employee and requested my deposit back. I was told no refunds on deposits. I understand no refunds on products received but they do not even have the glass from their supplier and do not know when they will get it. I no longer want to do business with them and want my deposit back.

• Initial Complaint

  Date:08/15/2023

  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.

  Seems to be a common problem with this business as I read through the complaints. No follow up and extended lead times. I had Glass Doctor come out 5/5/23 for quote on a window that broke due to storm damage. This was for a single pane of energy efficient glass 32"x28" so nothing huge. I paid the deposit $295.01 and authorized work 5/8/23. I was told 4-6 weeks was usual turnaround time. I reached out after 4 weeks for update and they replied "We are waiting on delivery, as soon as we receive the glass and it passes quality inspection we will reach out to schedule the installation. Thanks". 3 weeks later I reached out again and once again got the same reply. I asked if 6+ weeks was normal and they replied "The average lead time is 4-6 weeks however we have been experiencing extended lead times due to the busy season". I figured ok well it may take longer but the deposit is non refundable and I've waited this long what else could I do but wait. I waited another 4 weeks (11 weeks total) before reaching out again. This time the reply was "We will check with the vendor for an update and get back to you as soon as possible" NO update was given and its been 14 weeks total now since ordering glass. I requested an explanation and was courteous and professional and reiterated lack of follow up was bad customer service. Its been 2 weeks since that last email and no update given so I called the main location and was told very quickly that they will "reach out to vendor for ETA" once again before being hung up on. All I want is the window repaired and get what I paid for. I've always thought Glass Doctor was a reputable company in the area and trusted they would complete the work timely. I am now having to resort to BBB complaint as it seems to be the only method to get their attention or work completed. I will NOT be returning in the future as a customer.

  Business Response

  Date: 08/27/2023

  I apologize for the lack or response and delayed installation. Our fabricator has experienced delays, which are now coming back in line. I have communicated directly with our customer that his glass is in fabrication and that we expect to install it within the next two to three weeks. 

• Initial Complaint

  Date:07/31/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Back in April of 2023 called this company to have a glass and a window replaced. The glass part was taken care of ($277 on the invoice) but the window never delivered. Deposit amount was $775, deducting the $277 for the glass, need to be reimbursed for $498. After waiting, calling, emailing, no one reached out, especially the owner Matt. The only time he will be in contact with you is, when he needs your deposit. It is end of July, no longer waiting, our tenant needs a new window in the bathroom. Would like to receive my refund back, this is my first step, otherwise will go to small claims court. This company cannot do this to other people. Does not deserve to be in business anymore!