Business ProfileforGlass Doctor of Brevard County

We have responded to this client mulitple times via Google, and Broadly after they have left their negative review under different names. Each time we have addressed them with the same reply. They want to use any platform to negatively review our company;however, none of the claims that they have made are accurate, and we have responded with the timeline of all documentation notes for their ticket. The last time we replied to them, they responded "Stop" They will provide another negative review if we don't stop replying to them.We have copied and pasted previous messages from this client below our reply.   We will continue to reply with our perspective as this particular client only wants to continue with their negative reviews. The reply from Glass Doctor of Brevard is as follows: Good day,  We are not surprised to see your review of 1 star.  We are surprised with the content of your review as what you are stating is not what transpired.  We will list the facts along with timelines in our response to you as we do keep impeccable records of all client transactions along with a timeline for each job.  We received your call on Friday, 6/2/2023 with an “urgent” request for roller replacement and handle replacement for your unit and possibly your mother’s unit.  You were provided a verbal estimate based on the information provided for roller replacements and track cap replacements as these are set costs for these services ($300.00 per door for roller replacements, materials, and labor, and $300.00 per cap for snap cap replacement, materials, and labor) and you were informed that we do not service door handles and you were notified that we do not provide same-day services unless an emergency fee is collected.  Later that day, our dispatcher reached out to schedule an appointment for the following Friday, 6/9/2023. You stated during that conversation with our dispatcher, that there was another unit, that was not as pressing and you would also like 2 windows quoted as well. There was no indication from you that you would not be onsite to meet our staff on this day. Our team arrived on 6/9/2023 and no one was there to let them in.  They called you at 12:07 p.m. to gain access to the units.  You provided them with a code to enter the units.  Our specialist reviewed the issues and you spoke with him multiple times during his visit via phone.  Our records indicate, 12:21 p.m., 1:05 p.m., and  1:10 p.m.  He discussed with you once more, how much we charge for each item and you provided verbal approval for him to move forward with the roller replacement and track replacement.  He stated you inquired with him about a reduction in costs and he contacted our office to discuss this.  He replied to you, that if you were to move forward with both units for roller and track cap replacements he could provide you with a discount.  He offered the coupon to you, which you agreed upon and it was applied to your ticket.  He also let you know for the window inquiry, that we would not be able to service for this, as you are in need of full window replacements, not just glass replacement.   Our specialist completed the roller and snap cap replacement in the Mother’s unit as the other unit was not as “urgent” (your words).  We sent our invoice to you via text message and email on 6/9/2023 at 4:13 & 4:14 p.m. as is our protocol for payment upon completion.  You responded at 4:40 p.m. via text requesting photos and an invoice sent via email.  Your reply was not seen until our next business day as it was received after our office hours on a Friday afternoon.  We sent an email with the invoice again on 6/12/2023 at 4:22 p.m. along with the requested photos. There was a delay in reply until 6/20/2023 at 5:14 p.m.( again, after our business hours)  stating you did not receive the photos and you requested a call.  We had yet to receive payment for a service you approved and was completed on 6/9/2023, 11 days after services were provided.  On 6/21/2023 at 11:00 a.m., a phone conversation with you was had by our office team for 21 minutes in which you argued the pricing (that you approved) and stated you would not make payment until 7/4/2023 when your son would be at the unit. You continued to argue with our staff over pricing.  You were told that we would not schedule another appointment for any work until this invoice was paid in full and there would be a person at the property to receive our specialists.  On 7/5/2023 you contacted our office and spoke with an office staff member who relayed the message that you called.  The team member you were previously speaking with contacted you and you finally made your payment in full, 26 days after the work was completed at your residence.  We entertained the idea of working at your second unit, giving you the benefit of the doubt; however, we notified you that we would not schedule the additional replacements at the second unit until you provided a deposit of 50% before our team was scheduled for the work as it was proven that you could not be trusted to make payment in a timely fashion.  You called our office and argued once again about pricing and were unprofessional in your manner of speaking with our office staff.  You demanded a call from ownership.  After reviewing your tickets, and the lack of payment for job completion, our owner decided we will not be working with you, hence we are not surprised that you took to Google with your review.  As a self-proclaimed business owner yourself, you should understand that payment is due upon completion of services. We are a customer service company and went above and beyond with you.  We “do not count our money” and care that our services are provided quickly and professionally.  The fact that you said that we just count our money is offensive.  You demand to speak with an owner, when you have been provided with all of the information you needed multiple times and approved the work to be completed.  When our owner was provided with the content and delivery to our staff of your previous phone call, they decided that they would reach out at their convenience.  This is not a habit of the way we work within our business; however, we respect our staff and take their working environment extremely seriously and will not flex to accommodate a client who speaks with them in the way that you did. We, as the owners, provide procedures on how we function as a business, and due to the lack of your payment upon completed work, decided this was the best way to move forward with doing business with you.  We reserve the right to not proceed with providing you with further services and will act on this right.  We wish you the best in finding a company that works within your demands. 

Below is our last reply to their claim:

Don't recommend this business. They are overpriced and provide no customer service. Charge deposit upfront, overcharge for the sliding door rail (most of other companies threw it in for free!) Shop around before you commit to this "glass doctors". I am out of State and trusted them with the job. I needed a sliding door at one condo to be fixed. It wasn't urgent. They went to get me an estimate. The technician offered $25 discount if I agree to it on the spot. I asked for the pictures of the completed job. No pictures were provided, just $580 bill for one set of rollers and a rail. I had to buy tickets for my son to fly to Cocoa Beach to see if the job is done correctly. The job was done and paid after we had a chance to look at it. I asked them to replace the rollers at the other condo. They asked for deposit!!! What? I had to pay for something that wasn't even done. I shopped around and found at lease 3 other reputable businesses with 5 star reviews. THIS BUSINESS IS UNETHICAL. JUST SKIP THEM!
Glass Doctor's Response:
Ju***, We are so sorry you feel the need to keep writing reviews under different names, but we will continue to reply with the same information. Good day, We are not surprised to see your review of 1 star. We are surprised with the content of your review as what you are stating is not what transpired. We will list the facts along with timelines in our response to you as we do keep impeccable records of all client transactions along with a timeline for each job. We received your call on Friday, 6/2/2023 with an “urgent” request for roller replacement and handle replacement for your unit and possibly your mother’s unit. You were provided a verbal estimate based on the information provided for roller replacements and track cap replacements as these are set costs for these services ($300.00 per door for roller replacements, materials, and labor, and $300.00 per cap for snap cap replacement, materials, and labor) and you were informed that we do not service door handles and you were notified that we do not provide same-day services unless an emergency fee is collected. Later that day, our dispatcher reached out to schedule an appointment for the following Friday, 6/9/2023. You stated during that conversation with our dispatcher, that there was another unit, that was not as pressing and you would also like 2 windows quoted as well. There was no indication from you that you would not be onsite to meet our staff on this day. Our team arrived on 6/9/2023 and no one was there to let them in. They called you at 12:07 p.m. to gain access to the units. You provided them with a code to enter the units. Our specialist reviewed the issues and you spoke with him multiple times during his visit via phone. Our records indicate, 12:21 p.m., 1:05 p.m., and 1:10 p.m. He discussed with you once more, how much we charge for each item and you provided verbal approval for him to move forward with the roller replacement and track replacement. He stated you inquired with him about a reduction in costs and he contacted our office to discuss this. He replied to you, that if you were to move forward with both units for roller and track cap replacements he could provide you with a discount. He offered the coupon to you, which you agreed upon and it was applied to your ticket. He also let you know for the window inquiry, that we would not be able to service for this, as you are in need of full window replacements, not just glass replacement. Our specialist completed the roller and snap cap replacement in the Mother’s unit as the other unit was not as “urgent” (your words). We sent our invoice to you via text message and email on 6/9/2023 at 4:13 & 4:14 p.m. as is our protocol for payment upon completion. You responded at 4:40 p.m. via text requesting photos and an invoice sent via email. Your reply was not seen until our next business day as it was received after our office hours on a Friday afternoon. We sent an email with the invoice again on 6/12/2023 at 4:22 p.m. along with the requested photos. There was a delay in reply until 6/20/2023 at 5:14 p.m.( again, after our business hours) stating you did not receive the photos and you requested a call. We had yet to receive payment for a service you approved and was completed on 6/9/2023, 11 days after services were provided. On 6/21/2023 at 11:00 a.m., a phone conversation with you was had by our office team for 21 minutes in which you argued the pricing (that you approved) and stated you would not make payment until 7/4/2023 when your son would be at the unit. You continued to argue with our staff over pricing. You were told that we would not schedule another appointment for any work until this invoice was paid in full and there would be a person at the property to receive our specialists. On 7/5/2023 you contacted our office and spoke with an office staff member who relayed the message that you called. The team member you were previously speaking with contacted you and you finally made your payment in full, 26 days after the work was completed at your residence. We entertained the idea of working at your second unit, giving you the benefit of the doubt; however, we notified you that we would not schedule the additional replacements at the second unit until you provided a deposit of 50% before our team was scheduled for the work as it was proven that you could not be trusted to make payment in a timely fashion. You called our office and argued once again about pricing and were unprofessional in your manner of speaking with our office staff. You demanded a call from ownership. After reviewing your tickets, and the lack of payment for job completion, our owner decided we will not be working with you, hence we are not surprised that you took to Google with your review. As a self-proclaimed business owner yourself, you should understand that payment is due upon completion of services. We are a customer service company and went above and beyond with you. We “do not count our money” and care that our services are provided quickly and professionally. The fact that you said that we just count our money is offensive. You demand to speak with an owner, when you have been provided with all of the information you needed multiple times and approved the work to be completed. When our owner was provided with the content and delivery to our staff of your previous phone call, they decided that they would reach out at their convenience. This is not a habit of the way we work within our business; however, we respect our staff and take their working environment extremely seriously and will not flex to accommodate a client who speaks with them in the way that you did. We, as the owners, provide procedures on how we function as a business, and due to the lack of your payment upon completed work, decided this was the best way to move forward with doing business with you. We reserve the right to not proceed with providing you with further services and will act on this right. We wish you the best in finding a company that works within your demands.
 This client has also sent the following review: -This is copied and pasted straight from the Broadly app: Tuesday, 7/18/2023-Gave an NPS rating of 0
NPS
0
You don't charge deposit for the work that is not done.


3:54 pm

Our Reply is the following: Wednesday, 7/19/2023Good Day, We kindly ask that you see the reply we sent in regards to your negative review under Vict***** Retreat. We feel we covered your initial review under this name in full.
Josh T.
Text2:18 pm

Their Reply: I will send another review to follow up.

Text2:19 pm

Don't text any longer. STOP

Text2:19 pm