There is a company in Florida, I forgot the name, I believe something with AA? They are specialized in making custom beveled glass. They want you to send the frame, or the broken glass, or a template to make the replacement (frame preferred). They do very good work. They advertise in the Mart. As a NAWCC member you should be able to look it up.
There is a guy in Petaluma or Novato, I cant find his card right now, but I have used him and he does excellent work. He bevels by hand on 100+ year old equipment. I believe he advertises in the Mart. If I find his card, I will post. Try contacting the guys from Chapt 5 or 107 they may know how to reach him.
The Glass Guy in Novato, CA name is Eric Hansen. He does advertise in the Mart. I normally use AA Glass Service in Florida, but I've dealt with Eric once before. He does good work, in my experience, at reasonable prices but you better call him. He doesn't seem to respond to his e-mails very well. Here is his contact information:
You may be thinking about Carter's Glass Service. He was the brother and his son was the nephew of the AA Glass Service Owner. Like you said, for whatever reason there were some serious problems with customer service once the son took over. I don't even know if he is still in the clock glass business.
AA Glass Service seems solid and responsible. I've never had a bad experience with them, but Eric is relatively close to you and I think he does good work. He's just kind of hard to get through to via e-mail. At least that's been my limited experience with him.