Pace Glass Company

So two stories for this company… first is a five, second is a one. I lean towards the latter, frankly.
Four years ago, I had a window with a bent frame. Decided to replace it, and at the same time get bids on replacing my glass shower. Unilocaled for glass companies, and Pace came up with no ratings. That’s not necessarily a bad thing, so gave them a call. Pace was GREAT at coming out, doing the measurements, and getting a bid to me. And when I accepted it, they were GREAT at coming out and doing the work. So at this point, a definite five star rating.
HOWEVER…over the next year, the shower (silicon) joints slowly filled up with black mold. It got to the point where pushing on the silicone bead would shoot moldy water up in the air. And, it got to the point where we didn’t want to use our shower. it was that disgusting. I called Pace to request them to come out and correct this… left a message. And repeated. And repeated. I finally sent them a rather urgent email, which did finally (three weeks later, mind you) result in a returned call. After detailing the problem, I was told (and I REALLY REALLY wish I was making this up).that new customers are a priority. They could schedule me for about a month from now. I was pissed, but took the appointment. And to be fair, they did show up, and three years later, while I do still have some black mold issues, the overall job is holding up.
HOWEVER…four months ago, the shower door slipped, and wouldn’t close. Rather than me (who definitely doesn’t know what I’m doing) try to correct the problem, I called Pace once again to get it fixed… and left a message. Repeated about eight times. Finally, (accidentally, I’m sure) a young lady picked up. I explained the problem, she said she’d talk to the owner and would call me back shortly. Shockingly, she did! At which point she stated that new customers are a priority, and that someone would call me in the next week to schedule an appointment… and then gave a rather high price to rehang the door.
I decided to give up on Pace, and Unilocaled Dial Glass (which has GREAT reviews, btw). They came out the NEXT DAY and fixed the door (took ‘em a while, so I felt better about not trying to fix it myself). At a price far less than what Pace gave me.
It’s FAR cheaper to retain a customer than to get a new one. Clearly this is something that Pace missed in business school.
Oh. And I’m still waiting, two months later, for that call to set an appointment. Yeah. Like I said, I’d lean towards a one star review, but they DID respond very well initially. All that said, there’s no way in hell I’d recommend them for anything at all. Nada. Call Dial. They’re great.

I probably would do 1 ½ stars if possible.
I have had Pace do all the windows on my remodel both 12 years ago and 1 year ago. The first time around they were great, installing everything well, coming back to take care of adjustments needed to the installation, looking at one double paned window that leaked (they blamed that on my contractor), and getting the screen doors for the sliding glass doors to roll more easily (the doors never worked well and we have taken most of them off because they fall out of the track all the time). There were a lot of problems that needed fixing, but at least they worked with me to sort of get it working.
Last year, we bought 12 more double paned windows from Pace along with a glass front door. Some months after the door was installed it wouldn’t work at all. You couldn’t get in to the front door. Pace sent someone to fix it after a few days — a screw had fallen out in the inner workings of the lock. Eight months or so later, the same thing happened, this time with the key stuck in the lock. We couldn’t get into our house. After a few phone calls, Pace sent someone out again and it was the same problem. Apparently the door works this screw loose deep inside its lock and it will randomly fall out and the door will not work. I was pissed to have paid $ 3200 for a door with a shoddy lock, but imagine how I felt when I got a bill for $ 90 for them to have come to fix it! They had not mentioned any charge when I called for assistance with the faulty door. The owner has refused to speak with me about it, but makes his assistant call me and tell me that they will be charging me fees for not paying a bill I had never agreed to in the first place for a door that they sold me that won’t do what it’s supposed to.
So, I recommend finding a more reliable shop.

Recently had the glass replaced in my kitchen door. They did a good job but communication was really poor. It would have been nice if they had followed up instead of me constantly chasing them.

Due to my enormous dog and the fact that I brought home a fresh bone, he proceeded to slam into our frameless shower door in excitement and it shattered into a million pieces. I called Pace and they were at my door super quick and we were up and running in no time… they cleaned up and you would never know that I have a crazy dog who breaks things, haha. I’ll never go anywhere else… Thanks Pace!!!

These guys were great.
Threw a baseball through a window in a door. Needed a cheap replacement.
Went to several glass places in San Carlos and Belmont, all really expensive. Then asked the contractor fixing my front door latch if he could recommend anyone. He said to call these guys.
They were fast, efficient and cost half of any other place. Two days to get the glass, then several hours to install. Cheap, fast, efficient. I had a great experience.

Holy shitballs Batman! The reviewers who sited poor and rude customer service were not exaggerating.
I received a call in the morning that my custom cut table top was ready to be picked up. Great! Do you close for lunch I asked? No, come on in. I arrived at 12:40 and guess what? The office was closed.
About 10 minutes later a woman comes back and unlocks the door. I’m here to pick up my glass table top and, um… I thought you didn’t close for lunch? I specifically asked that question FOR. A. REASON. But whatever, moving on.
So I stood there for about 30 seconds, waiting for her to pack the glass up and someone to help me load it. When nothing happened, I asked,
«Are you going to wrap it?»
Nope.
«Do you have any bubble wrap for ME to wrap it?»
Nope.
«So what if I have to brake suddenly and the glass breaks?»
That’s your problem.
You know what the best part was? She asked me why was I so agitated.
Newsflash: You sell glass. It is fragile. Don’t act like I’m crazy to expect you might want to mitigate the breakage of your product. It’s called basic customer service, look it up.
And if you need to leave the office unattended, tape a note on the door. I can’t read your mind. I don’t know if you are closed for the day due to an emergency or if you ran to the bathroom. Communicate.
If you don’t provide basic packaging, inform the customer so they can bring moving blankets and such when you call to tell them their order is ready to be picked up. Communicate.

I called them to get a quote for a broken window. They quoted me a price over the phone. I called back to let them know I would like to proceed with the work and they said that if they came out and did it and ran into any issues it would be more expensive. I asked someone to come out and give me a quote (I live 3 blocks away) and they have «free estimates» and the woman said no problem! No one ever came. I called and she said someone would call me back within 24 hours… after 48 hours I called her back and let her know that they had terrible customer service! Needless to say, I went elsewhere! Highly recommend South City Shower Door! They came out, gave me a quote, and came out and did the work in a timely manner!