Ace Auto Glass

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

[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 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: [redacted] Regards, [redacted] ***

I am the owner of the business, andhave been up to date on Mrs [redacted] concerns from the beginningWetake concern with any and all warranties, and work fast to resolveall issues to keep our customers happy, and to make them repeatcustomers for lifeI 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 ASAPWe replaced Mrs [redacted] windshield aboutweeks ago through [redacted] insurance, and upon completion she noticedthat the windshield had a distortionAfter 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 brandWereplaced it the very next day, and she signed her invoice that shewas happy with the work that was performedWe took action andsolved her problem immediately, as we do with all of our warrantyissues and customer concernsAbout 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 itTheyclaimed the windshield was the culprit and vacuumed the water outMrs [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 leakingMrs [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 itMrs [redacted] then set up anappointment to bring it in the next day for us to test itShe didnot show up for the appointment, and did not let us knowWhile 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 townWereminded her that we do all of our warranty work here in our shop,and that warranty would not apply out of stateShe 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 workTo 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 companyWe notified [redacted] that she would bebringing her car in the next day for us to test the windshieldShedid not show up for her appointment and never called, so we notified [redacted] that she had not shown up for her appointmentAfter notshowing up for her appointment, she posted a negative feed on mycompany's [redacted] siteThere are many things that can causewater to leak into your floorboard, especially after a week of heavyrainWe are experts at pin pointing water leaks, which is why cardealerships often come to us when they can't find a leakWe replacethousands of windshields each yearNaturally if someone has a leakafter having a windshield replaced they will point to the windshieldas the causeBecause 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 leakingMore often thannot, we are able to prove that the leak is coming from somewhereother than the windshieldThis is why we must see and test thevehicle before admitting faultWe have tried to fix this situation byhaving her bring her car in so we can take a look at itWe havenever refused to work with her, or fix her vehicleWe 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 itShe willingly set up an appointment tohave us look at it, and for some reason totally changed her mindMrs [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 itTherefore, we have notbeen given the opportunity to make her happy and investigate thewater leak in her vehicleIt is disappointing that Mrs [redacted] wouldnot bring her car in for us to look at itDue to the fact that this is aninsurance job through [redacted] we will not be able to refund any moneyto Mrs [redacted] directlyThe insurance company will mediate thesituation, and make a ruling from thereWe have been a part of [redacted] glass network for years and have a great businessrelationshipWhatever ruling they determine, I will be agreeablewithThank 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***

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 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 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***CEO, Ace Glass Inc