Auto Glass America

It is true that the new windshield that we installed for MrF [redacted] had a tiny chip in it from the warehouse that our technician only noticed after the windshield was installed We immediately ordered a new windshield and promptly installed it for MrF [redacted] to his satisfactionThe claim of paint damage by us is a complete hoax by MrF [redacted] to get a new paint job This is a simple case of someone trying to get something for nothing The truth is that MrF [redacted] 's Ford door crew cab has paint damage across a wide spectrum of the vehicles body which has clearly existed for a long period of time Ironically, this is not MrF [redacted] 's faultI refer you and all readers to the following link [redacted] In summary what the link refers to is an NBC News report on the exact problem that MrF [redacted] 's vehicle suffers from The news report emphasizes that the subject paint problem is most common in Ford's of the same vintage as MrF [redacted] 's This report indicates that the problem defined as "thin paint" exists in multiple thousands of cases across the country Ford even hired an outside expert to consult with them on the problem The problem began when Ford stopped painting its own cars in factory and begin letting outside paint companies do the workThe report even shows police cruisers affected with the same problem At this point I will let the actual investigative news report by NBC speak for itselfWe did not cause the flaking, peeling, and chipping problem that exists on MrF [redacted] 's Ford Pick-Up In point of fact we did not even touch the areas that are affected by the "thin paint" problem that exists on Ford products across the nationMrF [redacted] should speak with the Ford Dealer in his location Charles I***, [redacted] Auto Glass America Chuck I***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below During the weekend I once again heard the advertisement on the radio While I do admit the ad says "up to $100", but nowhere in the ad does it say for qualifying makes and models In addition as I stated in my original complaint, I specifically asked the question "Do I qualify" and was assured that I (or my vehicle did) To make matters worse, this response says that I was given restaurant gift cards This is an outright LIE I was NEVER given nor offered gift cards of any sort The repair technician was downright rude after my initial response to the $ Believe me, if I had been offered anything beyond the additional $I accepted, I may not be complaining at all The technician never even offered an apology for his behavior other than to say it was hot that day and he was tired If the technician (or anyone else) claims to have offered or given me gift cards it is a LIE Perhaps the technician kept them for himself Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I don't have proof of any emails because I lost that email address to a hacker mons agoI have not tried in the past months because what is the point when I don't get a response, ive finally had enough after dealing with this that is why I have contacted the better Revdex.com and I have tried to stop the water leak myself I am a certified automotive technician, and upon water test vehicle that is where it comes from I currently have no carpet in my truck and no rear interior because of the flooding I am no glass expert so I can not remove and reseal or replace the windows my selfWhen ever it rains when my truck is out I go out and clean the water out with a shop vac and shamiThe dent was not there till after the installer was done the vehicle had no dents before and still only has one dent which is on the roof I take very good care of my vehicle the water damage is something I can not control after the first major leak alot of insulation is ruined along with it creating an environment for mold and bacteria to growI have attached some pictures of how I'm forced to drive my vehicle right now along with a picture of the mold right before I attempted to remove it Regards, [redacted]

I am pleased to report that we have resolved all issues with our friend Jacob M*** Unfortunately Jacob is currently in the hospital but he has promised us that once he returns home he will contact the Revdex.com and request that any negative comments he has submitted be removed He also indicated that he will make favorable comments about our company.We are sorry for any inconvenience we caused Jacob but we are very pleased he worked with us to get problems resolved We wish Jacob a quick recovery and good health going forward

This matter is becoming more and more difficult to address Now Mr [redacted] wants us to believe that he can't demonstrate that he even tried to email us because his computer was hacked!! He also tells us how well he takes care of his vehicle but yet he has let it "flood" for years He tells us he is an automotive technician but yet he hasn't undertaken a $auto glass leak repair and simply has let his beloved vehicle become trashedAfter the first warranty work we did on Mr [redacted] vehicle we have no record of him ever contacting us again We are very serious about warrantying our jobs It is a great source of pride to us but someone simply cannot make such outlandish allegations years after the installation and after they have allowed the vehicle to become damaged to such an incredible degree and expect us to simply take their word that it is our fault and they haven't been able to get in touch with us Our office is open days a week and when it is closed we have an after hours answering service Everyone on the planet can get in touch with usI am simply at a loss as to what else to say [redacted] ***, Owner

Unfortunately we do not show records of the Discount Cards being submitted to Ms [redacted] so we'll be mailing those out to her todayI do see $was submitted to he therefore she will not be receiving more cash

It is correct that Auto Glass America did a windshield replacement as Mr [redacted] described It is also true that once completed Mr [redacted] notified us of an air leak It is also correct, as Mr [redacted] writes, that air leaks are very easy to remedy Our technician return to Mr***'s home and believe he had corrected the problem Mr [redacted] reported the air leak problem was not corrected so we returned a second time After performing the warranty work the second time Mr [redacted] reported the problem was still not corrected We now want to replace the windshield completely Just today we have left several messages for Mr [redacted] so we can schedule an appointment If Mr [redacted] reads this we hope he will call and talk to Brad so we can get him scheduled We would also like to send him a $check when he calls for the inconvenience we have put him through

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com:Brad and I spoke, [redacted] has arranged another glass company to replace the windshield Brad is sending a $check for the troubles caused The other glass company has replaced the windshield with no issues Regards, [redacted] ***

Our Radio ads clearly state "up to $100.00" and a file copy from the radio stations can be furnished per the Revdex.coms requestYou can visit us at [redacted] and see our "up to" promotionas wellNow we additionally offer a $discount card from [redacted] as well as the cash rebate Some vehicles, buy back can be more than others depending on the year, make and model and its specialty featuresMrs [redacted] has a Nissan Versa with no specialty feature which barely qualifies for the $Mrs [redacted] kept insisting she wanted $cash and to make her happy we gave her an additional $ [redacted] is a very experienced & knowledgeable sales rep that has been with us for many years along with my entire staff, they all know the protocolWe do about 10,windshieldsa year and we have very few that misinterpret the radio ads, but it does happen a few times a year and we make special offerings to make our customers happy Under no circumstance was Mrs [redacted] promised“$cash”Mrs [redacted] was given $and a $discount gift card to local area restaurantsPlease let me know if you need any further assistance [redacted]

On October 17, a manager from our office " [redacted] ***" spoke with Mr [redacted] regarding the problem described in the complaintThey have decided to have a 3rd party look at the vehicle and to hold off pursuing the complaint until further noticeMr [redacted] and Mr [redacted] believe they can resolve the issue at hand together Respectfully, Auto Glass America

As I have previously pointed out our company replaces over 11,windshields a year and yes warranty issues do arise as they do in any service business. We honor our warranty obligations 100% of the time and are very proud of that. As your complaint indicates we have accepted responsibility for the workmanship defect in the subject installation. This is why we reimbursed you in the amount of $upon your request Our warranty does not provide that you can go hire another company to correct a problem with our installation. Yes, we did accept payment from your insurance company for the installation and accordingly would have completely honored our warranty obligations had you permitted. It was your decision alone to use another vendor and it is not our obligation under the terms of our warranty to reimburse you for going out and selecting another company to correct whatever warranty issue existed. In my experience no company in any industry permits another company to address their warranty issues and then provide payment for same

I was misinformed regarding my insurance company absorbing the cost of the new windshield from *** *** *** I was recently advised by my insurance company that the only payment they made for the windshield installation was to Auto Glass America Unbeknownst to me, Auto Glass America knew they were paid from my insurance company and readily accepted the money for their faulty installation Furthermore, after the damages that occurred because of their lack of expertise, and the fact that I was inconvenienced greatly both with time, aggravation and loss of work, I would never accept them re-installing a new windshield after what I experienced I have attached the invoice from *** *** ***, the business that corrected the faulty installation by Auto Glass America This money is duly owed, whether it is paid to me so that I may forward it to *** *** *** or directly to *** *** *** Auto Glass America admitted responsibility for faulty installation With adherence to that admission, they should not have accepted money from my insurance company Please make restitution of your faulty workmanship and make payment in the amount of $which represents the new windshield replacement by *** *** ***

With regard to the *** *** issue please be advised that we have already accepted responsibility for the leaking windshield. That being said we don't agree with the details of the incident as she has laid them out nor do we agree with her characterization of our installer.
We do over 11,installations per year and yes now and again a problem occurs. That's why we have a warranty and, once again, we already accepted responsibility in this case Please refer to *** *** email of 12-24-which accompanies this response. As you can see *** *** requested $to compensate her for damages. I direct your attention to the copy of the check we sent to *** *** in the amount of $dated 12-27-16. In her email *** *** indicates that all other costs were absorbed by her insurance company and the dealer. Specifically she indicates that her insurance company paid for her new windshield in the amount of $390.00. Now she is saying that we should reimburse her directly for the cost of the same windshield in the amount of $ According to *** *** her insurance company has already paid $for her new windshield, which we would have replaced for free. We do not understand why *** *** is asking us for another $for the same windshield to be paid directly to her. We do not agree with her request Respectfully, Chuck I***

We have been able to reach out to *** *** and we have remedied all of her warranty issuesWe had a technician who was terribly ill and other weather conditions that had prevented us from helping her sooner.ThanksAuto Glass America

True, our company did perform a front windshield and rear window replacement on Mr*** Dakota Pickup two years agoTrue, we were called back for warranty work and replaced a damaged interior panel. True, there was a dent in the roof of Mr*** vehicle but it
was not made by our technician. Mr*** argues that because the vehicle sits in the garage that the dent had to be created by our technician. The vehicle was years old at the time we did the work so the dent must have occurred sometime in those years. Not true that Mr. *** talked to the owner about these allegations. I am the owner and I have never heard about any of this prior to the Revdex.com complaint. We do about 10,replacements per year but even with this volume if I had been contacted by a customer with the issues that Mr*** alleges I would addressed them promptly and certainly have remembered the matter to this very day
It is very difficult to prove a negative and that is the position we're in. However, it simply defies reason that Mr*** or anyone would allow their vehicle to flood, as he describes, and do nothing about it Who would allow inches of standing water to occur in their vehicle? This story defies credulityHow can anyone who admits that they would allow such a thing to occur to their car argue that their year old car had otherwise been in good condition and well maintained. With the thousands of jobs we do each year we do rarely come across a customer, always with an old vehicle that need work done, wherein they claim damage that in fact, previously existed. They are essentially looking to get their vehicle restored at someone else's expense. An analogy would be if you had a plumber do work on a toilet at your home and noticed a leak when he left but just let it run for two years so you could claim the plumbing company was responsible and renovate your home
With regard to the issue on running the credit card through a second time, I simply don't know. I would say this however, if the card didn't clear the first time, by all means we would have run it a second time. We did the job, we did the warranty work we were responsible for and we would expect to get paid.
Does Mr*** have any emails, letters or any other documentation evidencing that he has tried to communicate with us in the last two years? We simply have no other information on this matter than what I have related here
Please let me know what our next step should be
Respectfully,
*** ***, Owner

After my conversation with Mr. [redacted] I walked away with a completely different understanding as we both apologized, agreed this was not handled properly and we would work together to resolve the "defective" part issue. As Mr. [redacted] has stated in the 3rd to last paragraph "I'll handle the matter myself" that he will have it taken care of thought the "factory warranty" its under warranty because its defective. Please see attached remarks from chryslerforum.com as people discus the faulty warping "cowl". If I can be of any more assistants Mr. [redacted] has my direct # [redacted]-[redacted]-[redacted] and I'm still willing to work with him to resolve this matter.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
On October 17th I did speak with Mr. [redacted] via telephone. When he allowed me a chance to speak, after initially going on for several minutes about how I was basically "wrong" to have filed my complaint and that his technician said "I was the liar" in this situation. He noted that the car I have is "know for those kind of defects"... even though his tech had a camera and was taking pictures for the insurance company while he was here... but didn't see it necessary to take even a single picture of the "previous damage".. even though it was worth him "telling me about".
Anyway, I attempted to explain to him that I initially had just attempted to speak with the local office here in [redacted] regarding the matter and I was very patient and understanding regarding the matter. However, after attempting to get a call back from the local office to resolve the matter and getting noting after three days, I was extremely frustrated.
Then, when I was able to speak with the local representative, but only after I called him several times, I was called a liar. ONLY, after that did I escalate the matter to this level. Now the matter was not only the initial inquiry as to how the part on my vehicle had been damaged, but also the extremely poor customer service I had received. That was when Mr. [redacted] made the offer to get my own inspection service or he would get one to look at the vehicle and determine the extent and/or cause of the damage. I responded by asking him only to send out another one of his employees to look at the car and determine the cause of the damage. There was no need to incur any more expense on his or my part in the matter. I also told him that if his representative determined that the damage was not caused by them and was a factory defect, the car was still under factory warranty and I would take it back to the local dealer to be inspected and repaired under the warranty.
Basically, I was covered either way. I was only asking a representative of the company to come out and look at the part and ascertain as to the extent and cause of the damage. We agreed on this and he provided the name of his representative and that would be calling me to set up a time that he could come out and look at the car. Well, today is 10/21/2014 and it is 6:20 pm local time. I can't say that I'm surprised that I have still never received a call from anyone at the company to resolve the matter or set up a time to come out and look at the car. I can say, without a doubt, that this company has the absolute worst customer service I have ever experienced, from the top down.
I will handle the matter myself and have the part repaired or replaced at my expense or under the factory warranty. I no longer wish to have any further dealings with anyone associated with this company, as they are all full of empty promises and apparently don't know anything about how to treat a person with respect, let alone a customer. As I told Mr. [redacted] on the phone when I spoke with him and excuse my language but this is a direct quote..."I only became an [redacted] because I was treated like an [redacted]".
Here's an idea Auto Glass America...no charge...Business 101..call a customer back when he/she has an issue..address it from the start and don't ignore people or put them off hoping they will just "go away". If you would have just returned my phone call..sent a rep of the company out to look at my car and talk to me..I am a very reasonable man and would have been satisfied with the result. Like I said, either way I'm covered. So I'm not asking anything from you other than a bit of your time and respect...do that and you will have a satisfied customer and not one who has to got to these lengths to get your attention. You may also get repeat and word of mouth business from satisfied customers and not have to offer "give aways" or more expensive advertising to get people to use your service. Just a thought, but I'm not a skilled businessman like you..just some "[redacted]".
[redacted]
All I ever asked is that an impartial representative of the company come out and look at the car to assess weather or not the damage had been cause by the instillation process or that it was already there as a factory defect. Either way, I'm covered if they care right???  Well it is pretty apparent now that they don't.
Regards,
[redacted]

It is true that the new windshield that we installed for Mr. F[redacted] had a tiny chip in it from the warehouse that our technician only noticed after the windshield was installed.  We immediately ordered a new windshield and promptly installed it for Mr. F[redacted] to his...

satisfaction. The claim of paint damage by us is a complete hoax by Mr. F[redacted] to get a new paint job.  This is a simple case of someone trying to get something for nothing.  The truth is that Mr. F[redacted]'s 2011 Ford 4 door crew cab has paint damage across a wide spectrum of the vehicles body which has clearly existed for a long period of time.  Ironically, this is not Mr. F[redacted]'s fault. I refer you and all readers to the following link [redacted]                           . In summary what the link refers to is an NBC News report on the exact problem that Mr. F[redacted]'s vehicle suffers from.  The news report emphasizes that the subject paint problem is most common in Ford's of the same vintage as Mr. F[redacted]'s.  This report indicates that the problem defined as "thin paint" exists in multiple thousands of cases across the country.  Ford even hired an outside expert to consult with them on the problem.  The problem began when Ford stopped painting its own cars in factory and begin letting outside paint companies do the work. The report even shows police cruisers affected with the same problem.  At this point I will let the actual investigative news report by NBC speak for itself. We did not cause the flaking, peeling, and chipping problem that exists on Mr. F[redacted]'s Ford Pick-Up.  In point of fact we did not even touch the areas that are affected by the "thin paint" problem that exists on Ford products across the nation. Mr. F[redacted] should speak with the Ford Dealer in his location.   Charles I[redacted], [redacted] Auto Glass America Chuck I[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Dates and facts are not correct. I have original paperwork indicating otherwise. I find it highly unprofessional to deny responsibility and lie. It is also highly unprofessional to do so and imply that the customer is lying. If the company would prefer I could provide written afadavits. I could also provide exact dates, something that this company can not seem to do. Considering they did the work on a Saturday and not a Sunday and only after completely disregarding the original appointment set for Friday morning.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
During the weekend I once again heard the advertisement on the radio.  While I do admit the ad says "up to $100", but nowhere in the ad does it say for qualifying makes and models.  In addition as I stated in my  original complaint, I specifically asked the question "Do I qualify" and was assured that I (or my vehicle did).
To make matters worse, this response says that I was given 2 restaurant gift cards.  This is an outright LIE.  I was NEVER given nor offered gift cards of any sort.  The repair technician was downright rude after my initial response to the $25.  Believe me, if I had been offered anything beyond the additional $25 I accepted, I may not be complaining at all.  The technician never even offered an apology for his behavior other than to say it was hot that day and he was tired.
If the technician (or anyone else) claims to have offered or given me gift cards it is a LIE.  Perhaps the technician kept them for himself.
Regards,
[redacted]