Ace Glass

[redacted] I am sorry that we were not able to service your particular area in Goochland Goochland covers a lot of territory, and there are unfortunately a few parts that are too far for us to service I apologize that we wasted your time having to call in to find that out I will consider rewording the website at my next opportunity The customer would still have to call in to find out if we service their area in Goochland, but at least they will be aware that there is a chance that we can't service their area Thank you

I was extremely pleased with the job that Ace Glass did in replacing the two full glass panels in my front door The first panels that were installed each had a slight flaw; one that most people would not have noticed Ace Glass did not hesitate to return at a time that was convenient for me and reinstalled a pair of perfect panels They made it clear that they wanted to make sure that I was "a satisfied customer" I can honestly say that I am a VERY "satisfied customer" Thanks to all at Ace

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] ***