Al's Glass Service

Review: I had a windshiled replaced by Al's Glass in Moses Lake, WA on 5/16/2013. They came to my work to replace the windshield along with 2 others here. Right away I noticed a rattle. (My parents retired from the glass business and informed me this happens sometimes with the clips holding the windshield in place apparently an easy fix) This noise was not present before this. I called right away to have this taken care of. I was informed by [redacted] that they warranty their work and will have this looked at for me. Since then I have called back numerous times trying to get this issue resolved. Al's glass had even been back to my place of work to replace a windshile during this time. No one even bothered to contact me. I even called [redacted] and asked why. She claimed they were too busy. I have never complained in this manner before. I believe I have been wronged and would like this issue resolved. Sooner rather than later.Desired Settlement: I would either like my windshield replaced or the rattling noise to be fixed.

Business

Response:

With all due respect to our customer [redacted], this is not an issue of not wanting to do warranty work for her. Never at any point in time did we refuse to see what the problem was on her car. I believe circumstances played a big roll in the time frame of Trying to check her car out. When she first called about the noise, we set a time to look at it. A few days later we get a call from [redacted] stating that the noise stopped, but we still kept her phone number on our board to make sure. Then we get another call from [redacted], not sure how many days later, saying that the noise only happens when she is on rough roads. So at this point we are trying to get her back in our schedule. The day before we got her letter from you, we had already set the time to check her car out. She said that her parents were home and that she could use their car to go to work and that we could have her car for the day. She also asked us to take her car to the Midas shop for work that needed to be done on her car; we agreed to do that for her.

I checked with [redacted] the next day to see how things were and she said the car was still at [redacted] shop. A few days later she called and said the noise is still there. I asked if she would be willing to take me for a drive in the car so we could hear what she was hearing. She said that her mother could do that and that she would get back to me with the time.

We have yet to hear the noise but are still working with [redacted]. I left a message on her cell phone today 9/4/13 to call me back to set a time.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.