The owner of the company is very nice and came out quickly to do an estimate...but after this is when my experience went downhill. After many unanswered calls and mismanaged emails by their employees... we finally got our shower door ordered and installed. I love the shower door but the whole process was frustrating. I felt like I had to get annoyed before anyone would get back to me. After our door was installed I had an urgent matter with a broken window. I called 3 times and left multiple messages without any help. After 3 days I finally received a phone call back but by then another company had been out and taken care of my issue quickly. This company seems extremely unorganized and has crappy customer service.VIEW MORE »VIEW LESS »
Almost a month and still waiting for them to finish shower door. Echols glass made three trips so far and I've had two different guys each time. First tome it was measured wrong, then it was chipped... while in transport and this time I was told that I picked the wrong side for the door. Nobody calls me back until I ask for the owner.VIEW MORE »VIEW LESS »
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The owner of the company is very nice and came out quickly to do an estimate...but after this is when my experience went downhill. After many unanswered calls and mismanaged emails by their employees we finally got our shower door ordered and installed. I love the shower door but the whole process was frustrating. I felt like I had to get annoyed before anyone would get back to me. After our door was installed I had an urgent matter with a broken window. I called 3 times and left multiple messages without any help. After 3 days I finally received a phone call back but by then another company had been out and taken care of my issue quickly. This company seems extremely unorganized and has crappy customer service.
Almost a month and still waiting for them to finish shower door. Echols glass made three trips so far and I've had two different guys each time. First tome it was measured wrong, then it was chipped while in transport and this time I was told that I picked the wrong side for the door. Nobody calls me back until I ask for the owner.
Recently, my husband and I entrusted Echols with our two bathroom remodels and custom closet installation. We enjoyed working with them every step of the way. The seamless glass really opened up our bathrooms and the technician Will was very knowledgeable. The closet team was fabulous and everything was laid out in a detailed drawing beforehand with a designer so there were no surprises on the day of the install. We are very satisfied!
Of all the companies that we worked with during our recent new construction home, Echols Glass was the WORST! Literally every single item we purchased through them (except the shower door) was installed improperly or has broken. Six months after we moved in, we still have to make time to have them come out for repairs with no apologies! They even told me they had shredded my file and did not have a record anymore - I guess it magically reappeared. They have a nice showroom and are friendly but they can NOT deliver quality product or service. My contractor asked the owner to personally contact me to discuss these issues and he could not be bothered. He just had the front desk girl call me with another follow up appointment. I was so excited about the closet systems in our new home. Disappointing and frustrating! Just a few items: Custom Closet Systems - clothing bars cut too short throughout, not flush. Two out of three built-in hamper hinges broken. Six months after install built-in cabinetry still has an obnoxious chemical odor. Factory stickers left all on the inside of cabinets (hard to remove) - I was told that they were in too big of a hurry to remove them the day it was installed. Mirrors - glue was visible underneath the glass. Looked like the mirrors always had a streaky film. Had to be replaced. Custom Mirrors in butler's pantry - several pieces cut too small. Kitchen pantry - Drawers jammed, stopped working. Was told it was installed improperly.
We deeply regret that our customer has relinquished her trust in our ability to provide service that meets her expectations. While we have extinguished every concern as it was presented to us, we were not aware of the utter disappointment proposed here until receipt of this post. After seven months, we agree there is an obnoxious odor which has been noted in our files, and has been determined is not associated with the Melamine. We stand on our promise of delivering 100% satisfaction and have offered the customer our apologies as well as a rebate, which were both refused. There are two local copies for jobs of this stature, and yes the front office file was shredded after a few months; however the original file was available in a locked corridor that only management has access too. We do recognize the frustration of having to make appointments outside of the initial installation and apologize; however we have addressed and replaced every item that has been noted here without question and will continue to do so upon the request of the customer. With sincere expression we do wish for a peaceful resolve.
Companies reap what they sew and my comments and the other reviews on Echols's difficulties with proper customer service standards speak for themselves. That a company cannot make an appointment during regular business hours on a workday—even though it precedes a holiday—speaks for itself. Some companies use social media to solicit customer feedback to improve their business, but this one used it to drive a wedge between me and my contractor. As a business strategy, punishing the customer is rarely successful. Rather than using Echols, I chose another company via Kuzdu (which I've also reviewed) with more than 350 positive reviews and am pleased with both their product and excellent customer service.
This customer called in on Friday, December 28, 2012 at 3:45 in the afternoon to request a measurement to be done. This was the Friday before a four day Christmas holiday in which our business was scheduled to be closed. His builder, a LONG TERM customer of ours, had already made a request on his behalf and informed us that the tile was not complete; however a template would need to be done after the holiday once the tile was complete with a short notification period. With the holiday schedule, the front desk informed the customer that he would receive a call upon return to work Wednesday, January 2nd, with the template schedule. It is not customary to schedule a template when the tile work is not complete. To schedule his appointment would have been a complete waste of the customer's time as we would not have accomplished the scope of work that was needed to proceed with production. We apologize for the frustration.
We had an on-site visit, got really excited about the options and then never got the quote. Emails and voicemails went unanswered. We wasted weeks waiting. Don't bother.
Ms. Holdem, We are in receipt of your post and would like to speak with you more about the person who visited your home representing Echols Glass & Mirror. Unfortunately there is no record in our office and we apologize that you have not been given the level of service that you expected. Please welcome our invitation to contact our office (770-409-1770) where we promise to deliver answers to your questions and product knowledge that has earned us the reputation and placed us among the top 50 fabricators in Cananda and the US. Again, we apologize and look forward to hearing from you.
We recently used Echols Glass and Mirror for our bathroom remodel. We visited the showroom. They were very helpful and friendly. Our remodel called for an over-sized piece of glass for the shower. They had numerous problems with the glass breaking in the tempering process. They were always good about keeping me posted on the problems. After three attempts, the glass finally arrived, but it was mis-measured. They made arrangements for a fail-safe re-do and discounted the cost to a point I was happy. The installers were very friendly and professional. Our shower looks gorgeous and well worth the wait. Despite the setbacks, I would definitely use them again and I recommend them.