ACME Glass Company

On January 18th, Mr. [redacted] purchased two pieces of 1/8” Mirror at 11:06AM. Later that afternoon at 4:38PM Mr. [redacted] came back in and purchased a third piece of 1/8' Mirror (same size as one of the first, possible replacement). Neither time was Mr. [redacted] charged for any fabrication, which...

would have been an additional $20-25 per mirror. When drilling a hole in glass, the glass around a hole may “flake”. In the glass industry, this is not a “crack”. A “crack” is a safety issue and a “cracked” piece of glass would be disposed of and a new piece of glass cut. Acme Glass does not release “cracked” glass to customers.When installing a piece of glass with holes, special care should be taken, as tightening a screw too tight will put the glass in a bind and yes, then it may “crack”.Again, Acme Glass does not warranty glass once the customer has taken possession of the glass. If Mr. [redacted] thought the glass was “cracked” he could have refused it. We will again offer a 20% discount on 1/4” mirror, but no refunds on previously cut glass/mirror.

There are several false claims from this customer regarding this experience. Firstly, the customer’s vehicle had last been inspected in January 2016 (~10 months ago).  The customer brought us the vehicle and told us that 3 different shops diagnosed his car with a manifold exhaust...

problem.  Our Service Director, [redacted], looked at the customer’s vehicle and saw that there was indeed a cracked exhaust manifold.  The customer had also been driving around for 2 months when he was told not to by the other shops, and [redacted] also advised that he not drive the vehicle to avoid any further damage. When the customer was ready to proceed with the servicing of this vehicle, he asked us to order a specific part from a website that he provided, which we did for him, even though normally that is not something we do.  The customer showed up unannounced and did not tell us he was coming with his vehicle that day.  We explained to him that we had no loaner cars available for him to use, but that we would give him a ride as a courtesy when the next available employee came back from lunch. We had put his car in the shop on the lift so that we could take it apart, which is when we realized it was the wrong part.  We advised the customer that it was the wrong part and there are few exhaust manuals this vehicle could use, and we were unable to locate a used part on the website he provided us.  We advised the customer that a new one would cost $800 and the customer declined and told us that he would furnish his own part.  The customer wanted to order his own part from the beginning, and we told him that it is against our policy but because he was a previous employee and it is difficult to find a good part for a vehicle of this age, we made an exception to this policy.  As a side note, [redacted] did not say that he does not know how to use email as he uses email every day.  The customer took several weeks to get back to us, and meanwhile his car was still in the shop.  The customer did end up ordering his own part on eBay from an out-of-state junkyard (not from Land Rover), and we installed the part for him.  Regarding the labor times, the dealership labor times are based off of labor times through Land Rover but does NOT include any extra labor for broken or rusted bolts.  We advised the customer that his part did not fix the issue and that he had a warped cylinder head due to him driving it previously when told not to.  The customer was told by the owner, Mr. Sarmadi, that if he could find the cylinder head, that we could do the job at approximately 7 hours of labor, at $98 per hour (~$700).  The customer agreed and left satisfied.  He was never able to produce a cylinder head as he told us he would.  The car had been in the shop since the day it was brought in, and remained there because of his numerous attempts to pick the vehicle up without paying his bill.  When the customer would not pay his bill and leave the premises when asked to leave, and made threats to Mr. Sarmadi and [redacted], that is when the police were called.  The customer was told he was trespassing and would have to leave the property.  He waited across the street until the police arrived.  A repair order was written on 10/12/16 for the removal and replacement of customer’s part, and the repair order was given to one of the officers who then brought it to the customer. The customer brought the vehicle to us because he has known [redacted] for a long time who has done work for him in the past, but his goal was to avoid us providing the diagnostic and him paying his bill.  We initially did not want to accept the job because it is a 20-year-old vehicle that needs thousands of dollars in repairs, but we took the job because we wanted to help him out.  Regarding the invoice for the part he ordered, since it was drop-shipped to us, the box was thrown away when the part arrived; the invoice should be in his email from when the order was placed. The exhaust manifold was definitely part of the issue on his vehicle; it had a crack and was in 2 pieces.  It needed replacement but was coupled with other issues such as the warped cylinder head, which [redacted] was advised from the beginning that this is a common problem and because of this, was advised not to drive it.  We tried to contact him several times throughout this matter, but his cell phone was disconnected and we could not get in touch.  He called us later and asked that we call him on a different number, which we did. After numerous phone calls back and forth, Mr. Sarmadi agreed to allow the customer to pay $300 so that he could pick up his vehicle and end this matter peacefully.  The customer agreed and picked up his vehicle on 10/14/16 under the supervision of a police officer. There was no misdiagnosing of his vehicle, we never took out any documents from his vehicle, and the delays in the servicing of this vehicle was due to the customer not giving us the correct part.

ACME Glass made two appointments with me to install my order. They neither called to cancel nor showed up for either appointment. Finally, I drove to their place of business to complain and cancel my order. Their official building location was small, cluttered and appeared to be disorganized. Excuse offered for not showing up involved illness.