AGS Glass

This is the response to his google review. This customer was extremely hard to work with from the get go and it was a custom conversion van which requires extra work which most shops just don't deal with because of the hassle vs price. The hours we spent on this job ended up costing us more and didn't make anything and all we got is a horrible review, threat to turn us in to the insurance company, demand that the insurance company not pay us, and this complaint. We still do it as a service to our customers regardless of that. He was not understanding that accidents happen at the production level and had to be rescheduled. And then he missed his appointment anyway and was mad we had a full schedule the next few days. He also spent almost an hour complaining to my office manager and finally she had to hand the call off and I don't know if just because it was a man, it was quickly resolved. I also addressed the insurance pricing issue below. I'm not sure what else to do. He is just angry but says to you he feels bad, but told us that he was going to leave bad reviews everywhere. And to accuse us of fraud when it is his insurance company that says what they will pay is not fair. If there is something I can do I will, but I think he is just mad. And I'm not sure who he thinks he spoke to, but it was not me. He was a lot kinder in his details to you, but here is the google review.

Horrible. It took them about a month to replace a small piece of glass on my van conversion. At one point their "distributor" dropped the glass they needed, according to their office manager Lisa (she laughed). The job was finally completed today at $69 dollar more than the original quote. I didn't complain too much because my insurance policy paid for it. But, the insult!!! These people seem personable. But, you know what they say: People are nice when they are screwing you! I will never use Glass Doctor, or should they call themselves,Glass Quacks again. By the way, I already told the owner this!

Hello, this is Michelle the Owner of the company. And I'm sorry, but I don't recall talking to you. I am sorry for all the problems that occurred with your custom glass replacement. Custom pieces that aren't available for vehicles can be tricky and we may be the only one in town that does this, but I'm sorry for the problems. I understand that our vendor, who is a reputable nationwide glass fabricator, had to make your window 3 times. This rarely occurs, but it is glass that we are working with and sometimes scratches occur and I'm sure it was an accident when they dropped it and it broke. If you would like proof from them I would be happy to provide it to you. I also understand that you missed your appointment because you were tired from a returning trip. But Ryan got you rescheduled and got the job done. I also know that you were upset that we had to be in your van. Almost every job will require a tech to be in the vehicle at some point to access that area we need to work on. I'm sorry that you had problems with Lisa but I also understand that she tried to work things out over an hours worth of phone time, but you were very upset. I have listened to the calls. Also, the price did change when it turned into an insurance claim. ALL insurance companies have contracted rates and THEY TELL US WHAT THEY WILL PAY. If we send in a bill electronically that is even $0.01 off either way, it will reject and they will not pay. Their pricing is out of our control. Again, I am sorry for the delay and the problems that you encountered. I am not sure what else to say because you really aren't needing a remedy, just upset. So again I apologize and now you have talked to the owner. Michelle Please let me know if there is anything I can do. Michelle S, Owner *** cell