Macc's Glass, Inc.

Good Initial Service, Disappointing Follow-Up I came to Macs after the rear window on my truck was shattered during an extreme weather event. I initially considered using Safelite, but after hearing several positive reviews from friends and locals, I decided to give Macs a chance. Although Callahan is a bit of a drive from our home in South Jacksonville, the positive word of mouth made the trip worthwhile. Upon arrival, I noticed the shop was located in an older, rundown building. With a little more upkeep, the place could have some real Southern charm. However, communication before the appointment was great. They responded quickly through Facebook and regular phone calls, which I appreciated. Mac replaced the rear window on my truck in approximately 30 minutes. The work was quick and efficient, and with 13 years of experience, I expected quality workmanship. Before leaving, I asked a few questions, and Max took the time to answer them. He specifically advised me not to take the truck through an automatic car wash for 24 hours after the installation, which I followed. In fact, I waited three weeks before taking the truck through its first car wash. Unfortunately, afterward, I discovered that the window was leaking from the upper corner. I assumed three weeks would have been more than enough time for the RTV sealant to cure, but apparently, that wasn’t the case. I sent pictures through social media and was told the issue was a “beauty seal,” so I accepted that explanation at the time. However, after the second car wash, the window leaked again. I reached out to Macs a second time, but my messages went unanswered. What bothers me most isn’t simply that the window leaked. It’s the lack of follow-up and resolution. I didn’t want to make another long drive to Callahan for an issue that I felt should have been addressed after the initial installation. As the customer, I also don’t believe I should have to spend additional money correcting a problem with work that was just completed. Additionally, the replacement window doesn’t appear to sit as flush with the surrounding frame as the original OEM window. That raises concerns about the quality of the seal and whether moisture could eventually get trapped around the window opening and contribute to rust over time. Overall, I believe Mac’s has the experience to do good work, and the initial service was fast and the communication beforehand was excellent. However, my experience after the sale was disappointing. Mistakes can happen, but how a business handles those mistakes says a lot about its commitment to customer satisfaction. I gave this review considerable thought before posting it. I would have much rather seen the issue addressed directly than have to repeatedly reach out without receiving a response. The initial experience was positive, but the unresolved leak and lack of communication ultimately overshadowed it. For that reason, I cannot give this business the recommendation I originally intended to.

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