Pen-Bay Glass Inc

About a year ago I bought a used wood stove that needed new glass in the door. After calling around, Pen Bay told me they could fix it for a reasonable price and with a 48 hours turn around. Since this was MUCH faster than the wood stove companies in the area - and it was getting cold - I was delighted. I double checked to verify that the glass they used would have the needed heat resistance and durability that is needed for this kind of use. They assured me it would. All seemed great and I shelled out the money they asked.

Fast forward about a year. I am sitting in front of my stove after a miserable day and watching the fire. As I watch, the fire settled, a log rolls forward a couple inches, taps the glass...and it shatters. First, this is NOT normal for wood stove glass. My house windows wold take that kind of damage without even blinking and they aren't supposed to be safety glass, heat resistant or anything else. Secondly this was VERY dangerous. Pieces fell out, leaving a hole in the door and had I not been home this could have caused my house to burn down.

I contacted Pen Bay, figuring there must have been a flaw of some kind. I expressed my upset and assumed they would fix it. After all, their web site states "Our professionalism and background enable us to satisfy our customers completely. We guarantee it!" Silly me, I thought they meant it.

I received an email back stating basically, glass breaks, go somewhere else if you don't like our work. I re-contacted them explaining that I had been looking for them to rectify the problem and replace the glass. They have refused to respond to my emails since. I will be filing a complaint with the BBB, but in the meantime I have to go elsewhere to get my door fixed before snow flies and pay AGAIN for a door that should have lasted at least a decade. Don't go there. The work is shoddy and they back nothing up. Their "guarantee" is worthless. And if your house burns down? Apparently "too bad, so sad."

I work for a local (Rockland) arts organization and we regularly use Pen-Bay Glass for sourcing our materials for a variety of projects - glass, plexiglass, etc. They are always courteous and prompt even with special orders. A great local business.