Overall experience with this company was awful, customer service was extremely rude, the job was not done well, and the last minute cancellations without apology were costly as we had to take time off work for these people to come in.
December of 2016 we contracted Ellis Glass for a small window replacement on our front door, we gave them a deposit of $85 on December 16th 2016. After a month with no response on when they would come in to do the work I called them to inquire when they would be in. The work was booked for February 1st at 3:30pm. An hour before they were supposed to come I got a call cancelling last minute. Given I had already taken the afternoon off from work for the install to happen I was not pleased and went to the office and asked for my deposit back and we would go elsewhere since we were told on the phone when they called that they were so busy with other work it was really hard to get to our place, so they would have to see when they could come back to do the work. Because they ordered the glass we could not get the deposit refunded and had to have them to come in to do the work. The owner of the company was extremely rude to deal with, and if we could have gotten our deposit back I would have gladly gone elsewhere for our work. Later she offered that we could just take the piece of glass for our deposit money and go elsewhere, however then we would have had to trust that the piece of glass they got would fit in there for sure. We dealt with this company two years previously for work and never had any issues like this, however it seems that they have had large staff turnover and customer service is no longer a top priority for this company, they are only concerned with large work clients. Work was scheduled for Saturday February 11th at 9am. Installer showed up at 9:30am unapologetic for being late, was there for an hour to install the window, took out the nails around the edge and left these open holes all around the window frame, in addition the bottom piece of wood around the door is still loose after the silicone dried for the window, for which I now have someone else coming in to fix up the door because I would never have this company come back into my home. For an hour of work of it cost $197.50 for the install I would have expected the holes to be filled with putty, since that is practically the same rate I pay for an hour with a lawyer. We were paying for a company to change the piece of glass to keep the integrity and appeal of the century old door.