Ace Auto Glass - Maui, Inc.

The given quotation, signed by the customer, was $+ tax for glass and labor, which comes out to around $total. There was no price division between labor and glass. The initial $deposit was a partial deposit only. The deposit was made due to the many costs involved in
getting a large encapsulated glass over from another island, such as the cost of the glass, the glass crate, airfreight, packing materials, crating, delivery and pick up, inspection upon arrival, repacking, and installing a temporary glass so it can be driven. Given the ease of installation with proper parts, the labor cost for mounting the new glass is very low. There was no documentation that indicated the $was for the labor to mount the back glass.The customer removed remnants of the original glass installation themselves before coming to us. We generally do not encourage customers to remove parts because vital pieces may get damaged or go missing, such as the glass retaining clips that are used for the installation. The signed invoice notes that these clips were misplaced by the customerThe initial partial deposit was $400, leaving $to be paid upon completion. We installed a temporary plexiglass window over the opening when the initial deposit was collected, to help prevent water damage from occurring When the glass was received and vehicle brought in for the glass installation, two technicians including myself could not find the previously mentioned clips. The clips in question are easy to find, if the customer does not remove them. I called the customer, and the customer said they did not know where the clips were.After spending over an hour trying to locate extra clips in our warehouse and at various parts stores, I asked the customer if they wanted me to improvise with other clips. The customer said there was no need to, because they would install the glass themselves. I removed the glass, boxed it, placed it in the back of the vehicle, and out of the $remaining, a $balance for the glass only was collected. If the clips were found, the back glass would be installed for the $balance. The customer drove off with the glass.Later on, the customer presented us with the clips. The clips are small, and if removed forcefully and improperly, tend to get bent. They were distorted and bent in a manner consistent with an improper removal. The customer said they found the clips “up there” but couldn’t say exactly where. The customer declined when I offered to mount the glass for the balance, perhaps in order to save $30.Ace has been serving Maui with technicians with master and senior certifications for over years. A normally straightforward backglass mounting becomes more difficult if a customer works on a car, loses important parts, then refuses to let us finish an installation after the correct parts are found. It is unfortunate that this customer sees no value in our products and services, even though thousands of other customers do. For example, we provide a temporary window to help prevent water damage or other problems that may occur with no window. I thank this customer for their patronage. As a token of my appreciation, I would like to personally offer a $gift card to a popular local restaurant. The customer can call me for details

Complaint: ***
I am rejecting this response because: It is true that I could not pin point the exact location of the clipsAfter taking home our car from Ace, my husband was the one who removed the clips from the carIt was within seconds, and I saw the general location was at the top of the carThe Tahoe is ft & I am 3" 3/The clips were indeed on the car at Ace and they were easy to findEspecially for people who have been in the business for years I would think as he stated. He brings up another point, the paperworkMy first paperwork stated $in full payment for the release of the glassWhen I tried to pick up the glass, he stated I owed him $for laborI asked him how much the glass was and he refused to tell meIf he had said the glass was for $I would have been fineI wouldn't have a problemBut both he and the woman up front said the labor was extensive and he worked King and hard on it so the price was for laborThey wouldn't release anything until I paid $And they didn't create any sort of invoice until I was said I would pay it because I had no option to get my glass that I already paid $forThen the invoice and what they said didn't even match upWhy wasn't I allowed to know what the costs were ahead of time and why didn't what they said and what they wrote match? Can I just get done honesty? I included my paperwork so they are at least with this file.I refuse their response because it's not truthfulSo I can't accept itBut, I am going to forgive them and move onI don't want their gift cardThat's ridiculousI just wanted them to ne up front and respond with integrityI know the Lord knows what they did and I will leave it on His capable hands and move onThank you Revdex.com for your time and assistanceGod Bless.
Sincerely,
*** ***

I apologize for the late responsePlease see attached
"">Thanks, Stephen T[redacted]
To whom it may concern,This letter is to address a complaint with ID# [redacted] ([redacted]) by [redacted] regarding her [redacted] windshield replacement and her faulty rain sensor.About a month after the installation, Miss [redacted] informed us about a problem with the rain sensor We told her to take her [redacted] to the dealership in order to troubleshoot it.The [redacted] service department stated that a new rain sensor was needed.Miss [redacted] admitted to us that she did not know when the rain sensor failed She also admitted that she didn't check the rain sensor just before or after the installation We asked the [redacted] technician that diagnosed the problem what had happened He said that: a) the rain sensor failed due to an internal problem,b) he couldn't determine when the rain sensor failed,c) the rain sensor was installed properly,d) nothing Ace did could have caused this type of rain sensor failure.In conclusion: Ace was not at fault, and Ace had no obligation to help her with her faulty rain sensor Despite this, we tried to satisfy her by providing and installing a genuine [redacted] rain sensor, free of charge The rain sensor worked, but not to her satisfaction The sensor may benefit from recoding or reprogramming at the dealer Since we don't feel that we are at fault for the rain sensor failure, we are unwilling to pay for any further cost in this matter If she feels that the sensor is unsafe, we are willing to reinstall the old one.We have been in this business for nearly forty years The technician that installed her windshield is experienced, certified and denies damaging the rain sensor The [redacted] technician directly told us that Ace was not at fault for this rain sensor failure.We went above and beyond to help her, and it disappoints us when generosity is mistaken as guilt. Sincerely,Stephen T[redacted]

Complaint: [redacted]
I am rejecting this response because:Rain sensor had worked perfectly prior to installation of windshield. I, as well as Jim can attest that the windshield sensor was not inoperable before the installation. Ace Auto Glass as the company installing and removing the rain sensor to install the windshield should test the rain sensor prior to installation and after installation to confirm that the vehicle is returned to the customer in the same manner it was dropped prior to service in. I, have no need to ever touch the rain sensor. It was Ace Auto Glass who moved the rain sensor for the installation and then put it back. Obviously, I would only realize that the rain sensor isn't working after I try to use it when it's actually raining. Who in their right mind would turn on the rain sensor when it's not raining? That makes no sense. As a company that deals with having to remove and replace anything connecting to the windshield, you would hope that they put everything back properly and again check prior to installation as well as after all installations for anything they have been in contact with. 
The rain sensor that was installed to replace the now defected sensor was not installed properly if it is in fact a genuine [redacted] rain sensor. Rain sensors detect how much liquid is on the windshield and wipes accordingly without having to adjust the speed and or make any other necessary adjustments due to the amount of rain.
It was stated by [redacted] that there were no physical damages to the sensor but Ace Auto Glass technicians had been the only person(s) to touch the sensor. Being so, even though the sensor wasn't physically dropped or abused in any apparent way, when it was moved, it caused an internal problem. An internal problem, which again, the sensor did not have prior to the installment of the windshield after being moved by the technicians.
I'm not trying to put blame on anyone. Fact is, my car just needed it's windshield replaced but after getting it replaced, my rain sensor became inoperable. Being that I have no reason to ever touch the sensor and that it was working perfectly fine before the installation, obviously, it had been mishandled at the time was it removed and then put back on. Of course I am still bothered. Stephen did try and assist by replacing the sensor with another sensor but it doesn't work. I don't call that dissatisfaction, it just does not work. How would any customer react to go in for service, then have something damaged and then the company not take responsibility and put the customer at fault. If Ace Auto Glass had tested my windshield sensor prior to installation, and called me stating that the rain sensor was inoperable, this would be a different story. Being that this company had been around for many years, you would think that this matter would have been better handled.
Sincerely,
[redacted]

I apologize for the late response. Please see attached. Thanks, Stephen T[redacted]To whom it may concern,This letter is to address a complaint with ID# [redacted] ([redacted]) by [redacted] regarding her [redacted] windshield replacement and her faulty rain sensor.About a month after the installation,...

Miss [redacted] informed us about a problem with the rain sensor.  We told her to take her [redacted] to the dealership in order to troubleshoot it.The [redacted] service department stated that a new rain sensor was needed.Miss [redacted] admitted to us that she did not know when the rain sensor failed.  She also admitted that she didn’t check the rain sensor just before or after the installation.  We asked the [redacted] technician that diagnosed the problem what had happened.  He said that: a) the rain sensor failed due to an internal problem,b) he couldn’t determine when the rain sensor failed,c) the rain sensor was installed properly,d) nothing Ace did could have caused this type of rain sensor failure.In conclusion: Ace was not at fault, and Ace had no obligation to help her with her faulty rain sensor.  Despite this, we tried to satisfy her by providing and installing a genuine [redacted] rain sensor, free of charge.   The rain sensor worked, but not to her satisfaction.   The sensor may benefit from recoding or reprogramming at the dealer.   Since we don't feel that we are at fault for the rain sensor failure, we are unwilling to pay for any further cost in this matter.   If she feels that the sensor is unsafe, we are willing to reinstall the old one.We have been in this business for nearly forty years.  The technician that installed her windshield is experienced, certified and denies damaging the rain sensor.   The [redacted] technician directly told us that Ace was not at fault for this rain sensor failure.We went above and beyond to help her, and it disappoints us when generosity is mistaken as guilt. Sincerely,Stephen T[redacted]

Complaint: 11896785
I am rejecting this response because: It is true that I could not pin point the exact location of the clips. After taking home our car from Ace, my husband was the one who removed the clips from the car. It was within 2 seconds, and I saw the general location was at the top of the car. The Tahoe is 6 ft 7 & I am 3" 3/4. The clips were indeed on the car at Ace and they were easy to find. Especially for people who have been in the business for 40 years I would think as he stated. 
He brings up another point, the paperwork. My first paperwork stated $400 in full payment for the release of the glass. When I tried to pick up the glass, he stated I owed him $150 for labor. I asked him how much the glass was and he refused to tell me. If he had said the glass was for $550 I would have been fine. I wouldn't have a problem. But both he and the woman up front said the labor was extensive and he worked King and hard on it so the price was for labor. They wouldn't release anything until I paid $150. And they didn't create any sort of invoice until I was said I would pay it because I had no option to get my glass that I already paid $400 for. Then the invoice and what they said didn't even match up. Why wasn't I allowed to know what the costs were ahead of time and why didn't what they said and what they wrote match? Can I just get done honesty? I included my paperwork so they are at least with this file.
I refuse their response because it's not truthful. So I can't accept it. But, I am going to forgive them and move on. I don't want their gift card. That's ridiculous. I just wanted them to ne up front and respond with integrity. I know the Lord knows what they did and I will leave it on His capable hands and move on. Thank you Revdex.com for your time and assistance. God Bless. 
 
Sincerely,
Kristal P[redacted]

Complaint: [redacted]
I am rejecting this response because:
Rain sensor had worked perfectly prior to installation of windshield. I, as well as Jim can attest that the windshield sensor was not inoperable before the installation. Ace Auto Glass as the company installing and removing the rain sensor to install the windshield should test the rain sensor prior to installation and after installation to confirm that the vehicle is returned to the customer in the same manner it was dropped prior to service in. I, have no need to ever touch the rain sensor. It was Ace Auto Glass who moved the rain sensor for the installation and then put it back. Obviously, I would only realize that the rain sensor isn't working after I try to use it when it's actually raining. Who in their right mind would turn on the rain sensor when it's not raining? That makes no sense. As a company that deals with having to remove and replace anything connecting to the windshield, you would hope that they put everything back properly and again check prior to installation as well as after all installations for anything they have been in contact with. The rain sensor that was installed to replace the now defected sensor was not installed properly if it is in fact a genuine [redacted] rain sensor. Rain sensors detect how much liquid is on the windshield and wipes accordingly without having to adjust the speed and or make any other necessary adjustments due to the amount of rain.It was stated by [redacted] that there were no physical damages to the sensor but Ace Auto Glass technicians had been the only person(s) to touch the sensor. Being so, even though the sensor wasn't physically dropped or abused in any apparent way, when it was moved, it caused an internal problem. An internal problem, which again, the sensor did not have prior to the installment of the windshield after being moved by the technicians.I'm not trying to put blame on anyone. Fact is, my car just needed it's windshield replaced but after getting it replaced, my rain sensor became inoperable. Being that I have no reason to ever touch the sensor and that it was working perfectly fine before the installation, obviously, it had been mishandled at the time was it removed and then put back on. Of course I am still bothered. Stephen did try and assist by replacing the sensor with another sensor but it doesn't work. I don't call that dissatisfaction, it just does not work. How would any customer react to go in for service, then have something damaged and then the company not take responsibility and put the customer at fault. If Ace Auto Glass had tested my windshield sensor prior to installation, and called me stating that the rain sensor was inoperable, this would be a different story. Being that this company had been around for many years, you would think that this matter would have been better handled.
Sincerely,
[redacted]