Ace Auto Glass Inc.

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

Revdex.com spoke with the business. While the business feels the work was done correctly and they followed the terms of the warranty listed on the receipt. They will refund the $250 deducible the customer paid as a gesture of goodwill.

I am the owner of the business, andhave been up to date on Mrs. [redacted] concerns from the beginning. Wetake concern with any and all warranties, and work fast to resolveall issues to keep our customers happy, and to make them repeatcustomers for life. I am an owner that is very involved in...

mybusiness, and work hard to ensure that we provide the best customerservice, and remedy all warranty issues ASAP. We replaced Mrs. [redacted] windshield about3 weeks ago through [redacted] insurance, and upon completion she noticedthat the windshield had a distortion. After she pointed that out tous, we immediately set her up with another appointment the next dayto replace the windshield with a new one of a different brand. Wereplaced it the very next day, and she signed her invoice that shewas happy with the work that was performed. We took action andsolved her problem immediately, as we do with all of our warrantyissues and customer concerns. About 2 weeks later (after a full weekof unusually heavy rain) she noticed water in her floorboard, andtook it to a dealership out of state to have them look at it. Theyclaimed the windshield was the culprit and vacuumed the water out. Mrs. [redacted] called us to see if we would pay for the work performed atthe dealership, and we reminded her that we perform all of our ownwarranty work in our shop, and can not accept responsibility forsomething until we test the windshield to see if it is actually thewindshield that is leaking. Mrs. [redacted] agreed that she was told andwas aware of our warranty policy that the vehicle needs to be broughtin to our shop for us to test it. Mrs. [redacted] then set up anappointment to bring it in the next day for us to test it. She didnot show up for the appointment, and did not let us know. While Mrs. [redacted] was in for her firstvisit, she asked one of our CRSs specific questions about ourwarranty policy because she was moving or lived out of town. Wereminded her that we do all of our warranty work here in our shop,and that warranty would not apply out of state. She acknowledgedand accepted verbally that she was aware of our warranty policy, aswell as signing our warranty that states that a vehicle must bebrought into the shop for warranty work. To be proactive after her call, we tookthe initiative to call [redacted] to let them know about the situation(even before she failed to show up for her appointment for us to testit), and so we would have everything clearly documented and on recordwith the insurance company. We notified [redacted] that she would bebringing her car in the next day for us to test the windshield. Shedid not show up for her appointment and never called, so we notified[redacted] that she had not shown up for her appointment. After notshowing up for her appointment, she posted a negative feed on mycompany's [redacted] site. There are many things that can causewater to leak into your floorboard, especially after a week of heavyrain. We are experts at pin pointing water leaks, which is why cardealerships often come to us when they can't find a leak. We replacethousands of windshields each year. Naturally if someone has a leakafter having a windshield replaced they will point to the windshieldas the cause. Because of this, we are forced to find the leak so wecan either prove that is isn't the windshield leaking, or find theissue and fix it, if it is the windshield leaking. More often thannot, we are able to prove that the leak is coming from somewhereother than the windshield. This is why we must see and test thevehicle before admitting fault. We have tried to fix this situation byhaving her bring her car in so we can take a look at it. We havenever refused to work with her, or fix her vehicle. We have beenopen in our communication, and we have given her great customerservice during this process, and have been urging her to bring hercar for us to look at it. She willingly set up an appointment tohave us look at it, and for some reason totally changed her mind. Mrs. [redacted] has expressed that she doesnot want to bring her car in for us to look at (after agreeingpreviously to bring it in). We did nothing in the interim to makeher change her mind about bringing her car in, she just changed hermind and is not willing to let us test it. Therefore, we have notbeen given the opportunity to make her happy and investigate thewater leak in her vehicle. It is disappointing that Mrs. [redacted] wouldnot bring her car in for us to look at it. Due to the fact that this is aninsurance job through [redacted] we will not be able to refund any moneyto Mrs. [redacted] directly. The insurance company will mediate thesituation, and make a ruling from there. We have been a part of[redacted] glass network for 20 years and have a great businessrelationship. Whatever ruling they determine, I will be agreeablewith. Thank you,
[redacted]

Hi, my name is Justin R[redacted] and I am the owner of Ace Glass.  I apologize that you are having problems with your rain sensor.  I see that you sent an email through our website on September 6, and I do not receive those emails directly or I would have assisted with the resolution to your...

issue.  We appreciate your past business, and would like to keep you as a future repeat customer.  I understand it is inconvenient for you to make repeat trips to our shop to try to fix your rain sensor.  It is easier for us to address issues such as this in our shop as opposed to doing it mobile, however, we want to accommodate you.  Is there a day you could drop your vehicle off at our shop so that we can trouble shoot it further?  Or, could we possibly pick your vehicle up at your home or work and bring it back to our shop?  What can we do to assist you with this?Sincerely,Justin R[redacted]

Revdex.com:
I have reviewed the offer and/or 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.
Comments regarding the response are below. I have pasted the company reply to directly address each aspect that is misleading or wrong. "I am the owner of the business, and have been up to date on Mrs. [redacted] concerns from the beginning. [[redacted] HAS NOT BEEN UP TO DATE ON ANY PROCESS. I CALLED [redacted] TO SPEAK WITH [redacted] ABOUT THE ISSUE PRIOR TO HAVING THE REPAIRS TAKEN CARE IN MARYLAND AT THE DEALERSHIP. SHE TOLD ME HE WAS OUT OF THE OFFICE AND WOULD BE IN A MEETING LATER AND I WOULD NEED TO EMAIL HER AND SHE WOULD FORWARD THE INFORMATION TO HIM AND THERE WAS NO ESTIMATE WHEN I WOULD GET A REPLY FROM HIM.]  We take concern with any and all warranties [**THERE WAS NO EXACT WARRANTY; SEE BELOW], and work fast to resolve all issues to keep our customers happy, and to make them repeat customers for life. [[redacted] HAS REPLIED QUICKLY, BUT HE HAS DONE NOTHING TO RECTIFY THE DAMAGES THEY CAUSED. HE HAS SOLELY FOCUSED ON A REBUTTAL AND DEFENSE WHILE REFUSING TO ACKNOWLEDGE THE COMPANY'S FAULT AND FAILURE TO UPHOLD THE LIFETIME GUARANTEE] I am an owner that is very involved in my business, and work hard to ensure that we provide the best customer service, and remedy all warranty issues ASAP [**I DO NOT AT ALL AGREE WITH THIS STATEMENT OR SUPPORT IT]. We replaced Mrs. [redacted] windshield about 3 weeks ago through [redacted] insurance, and upon completion she noticedthat the windshield had a distortion [**IT IS POOR SERVICE THAT ACE DID NOT SEE THIS BEFORE INSTALLATION AND I HAD TO GO THROUGH THE REPLACEMENT PROCESS AGAIN AND STAY OUT OF TOWN ANOTHER DAY FOR THEM TO FIX THE PROBLEM]. After she pointed that out to us, we immediately set her up with another appointment the next day to replace the windshield with a new one of a different brand. We replaced it the very next day, and she signed her invoice that she was happy with the work that was performed. [**I SIGNED A FORM FOR AUTHORIZATION TO PAY WHICH INCLUDED A DISCLAIMER; SEE BELOW]. We took action and solved her problem immediately, as we do with all of our warranty issues and customer concerns. [**THEY DID NOT, OR I WOULD NOT BE GOING THROUGH THIS PROCESS NOW.]About 2 weeks later (after a full weekof unusually heavy rain) [**THAT DOES NOT MATTER HOW UNUSUAL. MY CAR SHOULD NOT HAVE LEAKED. THE DOCUMENT STATES A LIFETIME GUARANTEE AGAINST LEAKAGE; SEE BELOW] she noticed water in her floorboard [**THERE WAS A PUDDLE OF WATER UNDER THE DRIVER SEAT, IN THE FRONT DRIVER FLOORBOARD, AND THE BACK FLOORBOARD BEHIND THE DRIVER SEAT], andtook it to a dealership out of state [**THAT IS MY RESIDENTIAL ADDRESS AS OF SEPTEMBER 13TH. THE REPAIRS WERE DONE AT ACE INITIALLY ON SEPTEMBER 17TH. I HAD TO STOP THERE BECAUSE MY WINDSHIELD WAS HIT BY A ROCK ON THE INTERSTATE DRIVING FROM MARYLAND TO VIRGINIA AND IT WAS COMPLETELY UNSAFE TO DRIVE BACK TO MARYLAND WITH THE DAMAGES]  to have them look at it. They claimed the windshield was the culprit and vacuumed the water out. [**THE DEALERSHIP DID A STANDARD WATER TEST AND IMMEDIATELY DISCOVERED THAT THE TOP LEFT MOULDING CLIP FROM THE WINDSHIELD INSTALLMENT PROCESS HAD BEEN OVERLOOKED. THE DEALERSHIP DID NOT JUST VACUUM OUT MY CAR. DUE TO THE EXCESSIVE WATER DAMAGE, THE SEATS AND CENTER CONSOLE HAD TO BE REMOVED, PADDING REMOVED, POOL OF WATER REMOVED, AND NEW CARPET PUT IN. THIS WAS NOT JUST CONFIRMED BY THE DEALERSHIP. A [redacted] CLAIMS ADJUSTER WENT TO THE DEALERSHIP TO INVESTIGATE AND DOCUMENT THE ISSUE.] Mrs. [redacted] called us to see if we would pay for the work performed at the dealership, and we reminded her that we perform all of our own warranty work in our shop [**I CALLED TO ASK WHAT COULD BE DONE UNDER THE WARRANTY, [redacted] THEN ASKED "OH, DID NO ONE EXPLAIN OUR WARRANTY PROCESS TO YOU WHEN YOU WERE IN?" AND TOLD ME THAT I COULD NOT HAVE THE NECESSARY REPAIRS DONE ON MY CAR IN MARYLAND AND NEEDED TO DRIVE THREE HOURS BACK TO VIRGINIA FOR THEM TO FIX IT THEMSELVES], and can not accept responsibility for something until we test the windshield to see if it is actually the windshield that is leaking [**THEY HAVE A CLAIM FROM [redacted] EXPLAINING THEY ARE AT FAULT]. Mrs. [redacted] agreed that she was told and was aware of our warranty policy that the vehicle needs to be brought in to our shop for us to test it [**THIS IS A LIE. I ASKED THE COMPANY WHY IT WAS NOT STATED ON MY ACTUAL DOCUMENT AND WHY I WAS NOT AWARE OF THIS BEFORE SERVICES. THIS IS NOT STATED ON THEIR GUARANTEE; SEE BELOW]. Mrs. [redacted] then set up an appointment to bring it in the next day for us to test it [[redacted] INSISTED THE BEST THING WAS TO SCHEDULE AN APPOINTMENT, SO I DID TO RESERVE A SPOT WHILE I FIGURED OUT WHAT WAS FEASIBLE TO DO. THE REPAIRS NEEDED TO BE DONE. I DID NOT HAVE THE TIME TO DRIVE THREE HOURS BACK FOR SOMETHING I CONSIDERED DEFINITELY WRONG IN THE COMPANY DISCLAIMER AND PROCESS. I CALLED TO CANCEL THE APPOINTMENT AND WAS PLACED ON HOLD FOR LONGER THAN I COULD WAIT SO I LEFT IT ALONE AND PURSUED THE NECESSARY REPAIRS AT THE DEALERSHIP TO MY CAR BEFORE WAITING ANY LONGER AND POTENTIALLY RESULTING IN SECONDARY DAMAGES]. She did not show up for the appointment, and did not let us know. While Mrs. [redacted] was in for her first visit, she asked one of our CRSs specific questions about our warranty policy because she was moving or lived out of town. We reminded her that we do all of our warranty work here in our shop, and that warranty would not apply out of state. She acknowledged and accepted verbally that she was aware of our warranty policy, as well as signing our warranty that states that a vehicle must be brought into the shop for warranty work [**THIS IS A LIE. I SIMPLY ASKED A QUESTION REGARDING THE PROCESS AFTER SERVICES WERE COMPLETE. THEY SAID ALL OF THIS AFTER THE FACT. I DID NOT AGREE TO THIS VERBALLY AT ALL. I SIMPLY ASKED WHY IT WAS NOT ON ANY FORMAL DOCUMENTATION THAT I SIGNED. I STATED THAT HOPEFULLY I WOULD NOT HAVE TO WORRY ABOUT IT IN THE FUTURE ANYWAY SINCE I HAD FAITH IN THEIR SERVICES, BUT NOW I AM DEALING WITH IT AND BELIEVE THEIR POLICY/GUARANTEE/DOCUMENTATION/CUSTOMER SERVICE IS UNACCEPTABLE]. [**THE WARRANTY DOES NOT STATE THE VEHICLE MUST BE BROUGHT BACK INTO THE SHOP FOR WARRANTY WORK; SEE BELOW- AND I HAVE THE DOCUMENT WHICH I WILL SEND SECURELY BECAUSE IT CONTAINS PERSONAL INFORMATION; THE DOCUMENT I SIGNED STATES "AUTHORIZATION TO PAY: I UNDERSTAND AND AGREE THAT I HAVE RECEIVED THE ABOVE SERVICE IN A SATISFACTORY MANNER. I AGREE TO ACE GLASS INC. LIMITED LIFETIME GUARANTEE AGAINST LEAKAGE (UNLESS STATED OTHERWISE0 FOR AS LONG AS I OWN THIS VEHICLE, & UNDERSTAND THAT I MUST HAVE MY RECEIPT FOR WARRANTY TO BE VALID. I ALSO AGREE THAT I AM RESPONSIBLE FOR FULL PAYMENT OF THE INVOICE AND IF COLLECTION IS MADE BY SUIT OR OTHERWISE, I AGREE TO PAY COLLECTION COSTS INCLUDING ATTORNEY FEES, LEGAL & ADMINISTRATIVE COSTS. I UNDERSTAND THAT IF MOBILE SERVICE WAS PROVIDED & SUBSEQUENT SERVICE IS NEEDED TO CORRECT A PROBLEM, I WILL BRING THE VEHICLE INTO THE SHOP. TERMS: DUE UPON RECEIPT"]. [**THE ONLY MENTION OF BRINGING THE VEHICLE BACK TO THE SHOP IS IN REGARDS TO A FOLLOW-UP FROM MOBILE SERVICE. I DID NOT RECEIVE MOBILE SERVICE.]To be proactive after her call, we took the initiative to call [redacted] to let them know about the situation [**THEY DID NOT TAKE THE INITIATIVE. WHY WOULD THEY? I CALLED [redacted] BECAUSE I WAS AT A HUGE LOSS. I SPOKE WITH [redacted] MCCORMACK IN CLAIMS AND SHE PLACED ME ON HOLD WHILE SHE CALLED ACE ON THE OTHER LINE ASKING THEM FOR HELP ALSO. THEY REFUSED AND [redacted] INFORMED ME THIS WOULD HAVE TO GO TO A PAYMENT RECOVERY UNIT AT [redacted] SINCE ACE WAS AT FAULT](even before she failed to show up for her appointment for us to test it), and so we would have everything clearly documented and on record with the insurance company. [*IT HAS BEEN DOCUMENTED ALL ALONG IN MY RECORDS AND WITH THE PERSONNEL I HAVE BEEN IN CONTACT WITH AT GEICO] We notified [redacted] that she would bebringing her car in the next day for us to test the windshield. Shedid not show up for her appointment and never called, so we notified[redacted] that she had not shown up for her appointment. [**THAT IS NOT TRUE AT ALL. I TOLD [redacted] AT [redacted] TO CONTINUE WITH THE CLAIM AND THAT I WAS NOT TRAVELING BACK THREE HOURS FOR SOMETHING I WAS NOT AT FAULT FOR AND WAS BEING TOLD AFTER THE FACT WHAT WAS REQUIRED ON BEHALF OF THE COMPANY TO TAKE ACTION. THEIR SOLUTION WAS UNFEASIBLE AND THEIR REASONS ARE UNDOCUMENTED PER THE GUARANTEE AND SIGNATURE] After notshowing up for her appointment, she posted a negative feed on my company's [redacted] site. [**AS A CUSTOMER, I HAVE EVERY RIGHT TO SHARE MY EXPERIENCE WITH THE COMPANY. I WAS NEGATIVE IN ANYWAY, BUT THE REVIEW WAS NEGATIVE BASED ON MY EXPERIENCE.] There are many things that can cause water to leak into your floorboard, especially after a week of heavyrain. We are experts at pin pointing water leaks, which is why cardealerships often come to us when they can't find a leak. [**THEY ARE NOT THE ONLY EXPERTS. I WAS IN MARYLAND. MY CAR HAD DAMAGE FROM THEIR FAILED GUARANTEE. IT HAS BEEN DOCUMENTED BY OTHER EXPERTS AND MY INSURANCE COMPANY THAT THE WINDSHIELD INSTALLMENT WAS THE PROBLEM.] We replace thousands of windshields each year. Naturally if someone has a leak after having a windshield replaced they will point to the windshield as the cause.[**IT DOESN'T MATTER HOW MANY THE COMPANY DOES. IF ONE IS BAD THEY SHOULD TAKE RESPONSIBILITY.] Because of this, we are forced to find the leak so we can either prove that is isn't the windshield leaking, or find the issue and fix it, if it is the windshield leaking. More often than not, we are able to prove that the leak is coming from somewhere other than the windshield. This is why we must see and test the vehicle before admitting fault. [**I DO NOT BELIEVE I HAVE TO BRING MY CAR TO A FAULTY COMPANY AND TRUST SOLELY THEIR EYES IN ORDER FOR THEM TO ACCEPT RESPONSIBILITY AND TAKE APPROPRIATE ACTION. AGAIN, I REFERENCE THE SIGNED GUARANTEE WHICH OFFERS LIFETIME GUARANTEE AGAINST LEAKAGE AND DOES NOT STATE THEY ARE TO BE THE ONLY ONE TO INVESTIGATE PROBLEMS. ESPECIALLY FOR CUSTOMERS LIKE ME WHO LIVE OUT OF STATE AND NEEDED THE WINDSHIELD REPLACED FOR SAFETY REASONS BEFORE FURTHER TRAVEL. IN ADDITION, MY CAR SUFFERED EXCESSIVE WATER DAMAGE. ACE GLASS INC. IS NOT A COMPANY EQUIPPED TO REPAIR SUCH DAMAGES. OTHER REPUTABLE GLASS COMPANIES REIMBURSE CUSTOMERS IF THEY HAVE WATER DAMAGE THAT REQUIRES EXTENSIVE DETAILING. ACE IS ARGUING EVERYTHING MUST BE DONE IN THEIR SHOP. THIS WAS NOT THE GUARANTEE OR CONDITIONS OF SERVICE.]We have tried to fix this situation by having her bring her car in so we can take a look at it. We have never refused to work with her, or fix her vehicle. We have been open in our communication, and we have given her great customer service during this process, and have been urging her to bring her car for us to look at it. She willingly set up an appointment to have us look at it, and for some reason totally changed her mind. [**EXPLAINED ABOVE.] Mrs. [redacted] has expressed that she does not want to bring her car in for us to look at (after agreeing previously to bring it in). We did nothing in the interim to makeher change her mind about bringing her car in, she just changed her mind and is not willing to let us test it. Therefore, we have not been given the opportunity to make her happy and investigate the water leak in her vehicle. It is disappointing that Mrs. [redacted] would not bring her car in for us to look at it. [**THIS COMPANY CANNOT BE TRUSTED IN MY OPINION TO HAVE ME FOLLOW-UP AS A CONTINUING CUSTOMER FOR ANY REASON. THEY HAVE NOT UPHELD THEIR GUARANTEE AND THEY ARE ADDING LANGUAGE AND SPECIFICS TO THE WARRANTY THAT WAS NEVER IN ANY ORIGINAL DOCUMENTATION OR EXPLAINED PRIOR TO SERVICES AND PAYMENT].Due to the fact that this is an insurance job through [redacted] we will not be able to refund any money to Mrs. [redacted] directly. [**THIS IS COMPLETELY WRONG AND A WAY TO IGNORE THE ISSUE. THE INITIAL $250 I PAID COULD BE REFUNDED TO ME. THAT HAS NOTHING TO DO WITH [redacted] AND THE CLAIM FOR THE REPAIRS IN MARYLAND] The insurance company will mediate the situation, and make a ruling from there. We have been a part of [redacted] glass network for 20 years and have a great businessrelationship. Whatever ruling they determine, I will be agreeable with. Thank you,[redacted] 
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]

Mr. [redacted] came in to our shop to have a windshield replaced.  After we replaced the windshield, we pulled the car around to the front of the shop for the customer.  After we pulled the car around the shop, our technician noticed that the hood was not all of the way closed.  He went...

to try to secure the hood and Mr. [redacted] immediately came out from our front office and said to our technician that there was a prior problem with the latch, so Mr. [redacted] raised the hook and messed with the hood latch on his own, and then closed the hood himself.  He pulled up on the hood to make sure it was securely latched, and he drove away.  Mr. [redacted] latched his own hood (which he had just told us there was a prior issue with the hood latch), he checked to make sure the hood was secure, and he drove away.  We replace 500 windshields every month, and each vehicle must have their hood raised for the replacement process.  We know how they work, and we have never had this issue in 20 years of being in business.  Mr. [redacted] admitted there was a preexisting issue with the hood latch, and he latched his own hood after we were not able to get it latched.  After hearing Mr. [redacted] complaint, we immediately spoke with our technician and went to our video cameras to investigate the situation.  After speaking with our technician and reviewing the footage , we saw that Mr. [redacted] had latched his own hood, after admitting there was a preexisting issue with the latch, and he then drove away.  We have all of this clearly recorded on video on two separate cameras, which is why we are adamant that we were not at fault.We are a quality glass shop, and we stand behind all of our warranties (when we are at fault).  We were not at fault in this case, and we have the video footage to prove it.  I will be submitting video footage after submitting this response.Thank you,Justin R[redacted]CEO, Ace Glass Inc.