UPDATE: The owner Joseph called me immediately after I posted the original 2 star review on Yelp. He was very professional and apologetic about the service I had with his company, Coolidge glass. He was adamant that he would rectify the problems immediately. He would have a meeting with his staff asap and would be giving them some further training in customer service, and the glass business, in general. I made sure he knew that the staff I dealt with was friendly and seemed to be trying, they just needed more training and guidance, in my opinion.
The owner also offered to come back and check my window himself and he also offered a credit for the service portion of my bill. I will be adjusting my review to a 5 star, since the owner quickly took charge and rectified the issues.
I called on a Thursday to have my bedroom window fixed. A young man came out that am and measured the glass and left. He left my sunscreen hanging off on one side) and I got no call back for an estimate. I called the office for an estimate and the receptionist/scheduler sounded frazzled and confused, but, polite. She apologized for no call back after the tech measured the window. She said they would have my glass by the following Wednesday and thats when they would come to install it. So I stayed home that following Wednesday. I waited until noon for a call. No call. I called at 12:15pm and again Jessica sounded confused about my glass replacement and appointment. She left the phone and came back and said my glass didn't arrive yet and I had to wait another week. So we scheduled for the next week on Friday between 9 and 10am. So today, Friday, two young men showed up early at 820am. No phone call. So I wasn't ready for them. I was still in my pajamas. They waited outside while I threw some clothes on. They came in and got right to work. They weren't talkative or overly friendly. It took them about 1 hour to put the new glass in. I checked the window before they left and it was hard to open. I asked why and the tech didn't have an answer for me. Odd. When I pushed him for an answer, he said the wheels might be going bad. The window itself wasn't cleaned very well and the track was filled with debris from the install.
So, the tech gives me the invoice and I call the office to pay the remainder of the bill, (I paid half down initially). My invoice had the wrong last name on it. I let her know this. Also she wrote the wrong amount I owed on my invoice. She corrected that error too. I told her the techs were early and she said "Sorry, I keep telling them to call if they are early and they just don't".
She took my payment and said she would email me the receipt and abruptly said bye and hung up.
Kinda weird, but, ok.
I haven't received the emailed receipt yet, but, I will check on that later.
So, to sum up my experience with Coolidge Glass in a few words, I would say, Confused, Unorganized, & Unprofessional. The young adults working there are fresh in the field and need more guidance and training, especially in professionalism, customer service, and the glass replacement field in general. read more
