Ameripro Auto Glass, LLC

We apologize for the delay in responding to Jonathan ***'s allegations The delay was due to our thorough investigation that we have conducted, including reviewing all of our telephone communications (all of our calls are recorded) as well as the geolocation records of our company vans (our vans are equipped with GPS locators) Our investigation has concluded and we have found the following: On January 26, at 11:48AM, Mr [redacted] telephoned our office to request that we replace the damaged windshield on his Chevrolet Corvette through his Geico automotive comprehensive insurance coverage [redacted] was the AmeriPro Auto Glass, LLC CSR who took the call A review of the call showed that Mr [redacted] stated that his windshield was cracked and that the crack was about eight inches long and that he felt that the windshield should be replaced After our CSR determined that Mr***’s windshield was qualified as a legitimate replacement, a 3-Way call was made between Mr***, our CSR and Geico, for the purpose of verifying coverage on his vehicle so we could affect a replacement of his windshield The call was completed in short order with Geico dispatching a referral for a windshield replacement on his Corvette The referral was generated by Geico at exactly 12:Noon Mr***’s windshield replacement was scheduled for Friday, January 27, between 11:00AM and 2:00PMThe installation was accomplished during the allotted date and time On the day of the installation, [redacted] and [redacted] , two very experienced technicians, performed the replacement The replacement of the windshield, including the urethane seal was completed as dictated by manufacturer’s recommendations At the time of installation, Mr [redacted] was advised by [redacted] ***, Senior Technician, that his side moldings needed to be replaced and that the insurance company would not pay for these as part of the windshield replacement unless they were damaged at the same time that the windshield received damage Since this was not the case in his situation, Mr [redacted] was informed that this would be an out of pocket expense for him Mr [redacted] was informed that the old moldings might cause a wind noise because of the shape that they were in and it was highly recommended to Mr [redacted] that he replace them [redacted] informed the customer that he would come back as a courtesy and install new moldings at no charge for the labor once he purchased themOn or about February 3rd, Mr [redacted] called in for a wind noise he was hearing while driving at highway speeds of to a mphEven though speeds at this rate are both illegal and unusual, we dispatched technician [redacted] to investigate the warranty claim [redacted] checked the windshield replacement and the urethane seal [redacted] did not see anything from the windshield’s urethane seal that would cause a wind noise on the vehicle [redacted] then went on a test drive with Mr***, who proceeded to take the vehicle to dangerous, illegal level speed At illegal high rates of speed, [redacted] DID notice a slight wind noise coming from the direction of the worn-out side moldings that Mr [redacted] had been informed about when the windshield was replaced As an added measure, [redacted] completed a reseal of the windshield Again, [redacted] informed Mr [redacted] that until he replaced the worn-out side moldings on the vehicleThere is no evidence pointing to any water leaking into the vehicle, nor has there ever been this issue raised by Mr***None of the three technicians who have interacted with Mr [redacted] nor any employee of the company has received any complaint from Mr [redacted] regarding water leaking into the interior of his vehicleWe can easily confirm this by reviewing our recorded phone call files On 02/20/Mr [redacted] sent pictures to [redacted] ***, Operations Director for AmeriPro Auto Glass LLCThe pictures Mr [redacted] sent were pictures of side moldings with rivets used to attach them together, stating that screws were originally where the rivets were and that our technician had snapped off the screws when taking the molding offThe allegation that “molding screws were snapped and broken” is totally false If Mr [redacted] had investigated a little further, he would have discovered that no screws were snapped off because there never were screws in the molding.to begin withWhat he claims were screws are actually rivets that, in fact are attached to, and a part of the moldings from the factory The only way that the moldings can be purchased is with these rivets in the molding Once again, the ONLY way that the moldings can be purchased is with rivets in place and attached to them Mr [redacted] was again advised that if he would purchase the moldings which are not part of the installation and not covered by his insurance, we would perform the labor to replace them at no charge to himSeveral days later, [redacted] received a call from Mr [redacted] stating that he had seen a video on YouTube about wind noise generated on his vehicle that could be caused by these moldings because of the rivets that are attached to the molding during production at the factory The video recommended that the moldings be replaced with screws as a “homemade” fix Mr [redacted] agreed to send a technician out to put screws in the moldings, even though this is outside the manufacturer’s recommendations for a standard windshield replacement At this time, Mr [redacted] asked that we send another technician instead of [redacted] because “he didn’t like him” – This was the first time that anyone has said this about *** He receives star ratings almost DAILY with our internal evaluation system that all customers are asked to participate in via emailWe have since learned that Mr [redacted] told one of our technicians that he did not like “that foreign guy” working on his car anymore and that he had made several disparaging remarks to the same technician about [redacted] regarding the way that he talks We did not pursue these remarks any further, but it should be noted that they were in fact made It should also be noted that this is the first time that we have EVER heard any disparaging remarks or information regarding [redacted] He is a top quality, respected Certified Auto Glass TechnicianTo possibly assist Mr [redacted] with his air noise problem at very high rates of speed, we had a third technician, [redacted] Hauge assigned to assist him [redacted] contacted Mr [redacted] and informed him that he was going to order screws to install on the moldings in question, instead of the factory-applied rivets, and that once they were in, he would arrange a time to install themAn appointment was made by technician [redacted] Hauge directly with Mr [redacted] for the morning of Sunday (we normally do not work on Sundays but [redacted] was willing to meet Mr [redacted] to accommodate him) April 2nd Our technician was at the appointment location on time for the same Our system verifies that [redacted] Hauge was at the locale during the date and time agreed to by Mr [redacted] and RichardMr [redacted] was not there and was a no show for the appointment [redacted] called Mr [redacted] after waiting for him to show up for almost half an hour, Mr [redacted] explained that “something had come up” and asked [redacted] if he could reschedule for later that same day [redacted] then made an appointment for later that evening with Mr***Again Mr [redacted] was a no shcall for the appointment, and during a subsequent phone call made to Mr [redacted] about his second no-call, no-show for appointments, Mr***’s reason for not showing up again was “I’m just not going to be able to make it”Mr***’s allegation that [redacted] has cancelled appointments “at least times” is simply not true There is no record of [redacted] cancelling appointments but there are records of Mr [redacted] no-call, so-show for two of themThe allegation that AmeriPro Auto Glass “damaged my car” are simply not true The moldings come directly from the factory with rivets attachedSince this time, [redacted] has tried repeatedly to call Mr [redacted] to arrange an appointment, but Mr [redacted] has neither answered nor returned these calls The next communication that we received from Mr [redacted] was the Revdex.com Complaint which had us a bit perplexedAt this point, even though Mr, [redacted] is demanding that we do something that is both outside of any warranty coverage and outside of OEM specifications, we are still willing to put these screws into his molding or install new side moldings when Mr [redacted] purchases them We have always been willing to do this as a courtesyMr [redacted] does not have a valid warranty claim but we are willing to do our best to accommodate him

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:This is full of lies, I never said any of the following or drive at illegal speeds *** was the only tech that offered help I did not say any of the following below along with most of the reply from Ameripro This is ridiculous We have since learned that Mr*** told one of our technicians that he did not like “that foreign guy” working on his car anymore and that he had made several disparaging remarks to the same technician about *** regarding the way that he talks. We did not pursue these remarks any further, but it should be noted that they were in fact made. It should also be noted that this is the first time that we have EVER heard any disparaging remarks or information regarding *** ***. He is a top quality, respected Certified Auto Glass Technician.I am not happy with the response
Regards,
*** ***

We apologize for the confusion on our part Yes, the young lady who assisted initially is very new and made a mistake when she quoted the price We will be more than happy to honor the $plus tax price that was initially quoted Please call our corporate office at 904-654-
and ask for Sarah We can get you taken care of as soon as we have a schedule opening Again, our apologies for the confusion

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: I have already gone with a different company because a storm was coming and I needed the window. After the way these people treated me I wouldn't do business with them!
Regards,
*** ***

We apologize for the delay in responding to Jonathan [redacted]'s allegations.  The delay was due to our thorough investigation that we have conducted, including reviewing all of our telephone communications (all of our calls are recorded) as well as the geolocation records of our company vans (our...

vans are equipped with GPS locators).  Our investigation has concluded and we have found the following: On January 26, 2017 at 11:48AM, Mr. [redacted] telephoned our office to request that we replace the damaged windshield on his 2010 Chevrolet Corvette through his Geico automotive comprehensive insurance coverage.  [redacted] was the AmeriPro Auto Glass, LLC CSR who took the call.  A review of the call showed that Mr [redacted] stated that his windshield was cracked and that the crack was about eight inches long and that he felt that the windshield should be replaced.  After our CSR determined that Mr. [redacted]’s windshield was qualified as a legitimate replacement, a 3-Way call was made between Mr. [redacted], our CSR and Geico, for the purpose of verifying coverage on his vehicle so we could affect a replacement of his windshield.  The call was completed in short order with Geico dispatching a referral for a windshield replacement on his 2010 Corvette.  The referral was generated by Geico at exactly 12:00 Noon.  Mr. [redacted]’s windshield replacement was scheduled for Friday, January 27, 2017 between 11:00AM and 2:00PM. The installation was accomplished during the allotted date and time.  On the day of the installation, [redacted] and [redacted], two very experienced technicians, performed the replacement.  The replacement of the windshield, including the urethane seal was completed as dictated by manufacturer’s recommendations.  At the time of installation, Mr. [redacted] was advised by [redacted], Senior Technician, that his side moldings needed to be replaced and that the insurance company would not pay for these as part of the windshield replacement unless they were damaged at the same time that the windshield received damage.  Since this was not the case in his situation, Mr. [redacted] was informed that this would be an out of pocket expense for him.  Mr. [redacted] was informed that the old moldings might cause a wind noise because of the shape that they were in and it was highly recommended to Mr. [redacted] that he replace them.  [redacted] informed the customer that he would come back as a courtesy and install new moldings at no charge for the labor once he purchased them. On or about February 3rd, 2017 Mr. [redacted] called in for a wind noise he was hearing while driving at highway speeds of 95 to a 110 mph. Even though speeds at this rate are both illegal and unusual, we dispatched technician [redacted] to investigate the warranty claim. [redacted] checked the windshield replacement and the urethane seal.  [redacted] did not see anything from the windshield’s urethane seal that would cause a wind noise on the vehicle. [redacted] then went on a test drive with Mr. [redacted], who proceeded to take the vehicle to dangerous, illegal level speed.  At illegal high rates of speed, [redacted] DID notice a slight wind noise coming from the direction of the worn-out side moldings that Mr. [redacted] had been informed about when the windshield was replaced.  As an added measure, [redacted] completed a reseal of the windshield.  Again, [redacted] informed Mr. [redacted] that until he replaced the worn-out side moldings on the vehicle. There is no evidence pointing to any water leaking into the vehicle, nor has there ever been this issue raised by Mr. [redacted]. None of the three technicians who have interacted with Mr. [redacted] nor any employee of the company has received any complaint from Mr. [redacted] regarding water leaking into the interior of his vehicle. We can easily confirm this by reviewing our recorded phone call files On 02/20/2017 Mr. [redacted] sent pictures to [redacted], Operations Director for AmeriPro Auto Glass LLC. The pictures Mr. [redacted] sent were pictures of side moldings with rivets used to attach them together, stating that screws were originally where the rivets were and that our technician had snapped off  the screws when taking the molding off. The allegation that “molding screws were snapped and broken” is totally false.  If Mr. [redacted] had investigated a little further, he would have discovered that no screws were snapped off because there never were screws in the molding.to begin with. What he claims were screws are actually rivets that, in fact are  attached to, and a part of the moldings from the factory.  The only way that the moldings can be purchased is with these rivets in the molding.  Once again, the ONLY way that the moldings can be purchased is with rivets in place and attached to them.  Mr [redacted] was again advised that if he would purchase the moldings which are not part of the installation and not covered by his insurance, we would perform the labor to replace them at no charge to him. Several days later, [redacted] received a call from Mr [redacted] stating that he had seen a video on YouTube about wind noise generated on his vehicle that could be caused by these moldings because of the rivets that are attached to the molding during production at the factory.  The video recommended that the moldings be replaced with screws as a “homemade” fix.  Mr. [redacted] agreed to send a technician out to put screws in the moldings, even though this is outside the manufacturer’s recommendations for a standard windshield replacement.  At this time, Mr [redacted] asked that we send another technician instead of [redacted] because “he didn’t like him” – This was the first time that anyone has said this about [redacted].  He receives 5 star ratings almost DAILY with our internal evaluation system that all customers are asked to participate in via email. We have since learned that Mr. [redacted] told one of our technicians that he did not like “that foreign guy” working on his car anymore and that he had made several disparaging remarks to the same technician about [redacted] regarding the way that he talks.  We did not pursue these remarks any further, but it should be noted that they were in fact made.  It should also be noted that this is the first time that we have EVER heard any disparaging remarks or information regarding [redacted].  He is a top quality, respected Certified Auto Glass Technician. To possibly assist Mr. [redacted] with his air noise problem at very high rates of speed, we had a third technician, [redacted] Hauge assigned to assist him. [redacted] contacted Mr [redacted] and informed him that he was going to order screws to install on the moldings in question, instead of the factory-applied rivets, and that once they were in, he would arrange a time to install them. An appointment was made by technician [redacted] Hauge directly with Mr. [redacted] for the morning of Sunday (we normally do not work on Sundays but [redacted] was willing to meet Mr. [redacted] to accommodate him) April 2nd 2017. Our technician was at the appointment location on time for the same.  Our system verifies that [redacted] Hauge was at the locale during the date and time agreed to by Mr. [redacted] and Richard. Mr. [redacted] was not there and was a no show for the appointment. [redacted] called Mr. [redacted] after waiting for him to show up for almost half an hour, Mr. [redacted] explained that “something had come up” and asked [redacted] if he could reschedule for later that same day.  [redacted] then made an appointment for later that evening with Mr. [redacted]. Again Mr. [redacted] was a no show-no call for the appointment, and during a subsequent phone call made to Mr. [redacted] about his second no-call, no-show for appointments, Mr. [redacted]’s reason for not showing up again was “I’m just not going to be able to make it”. Mr. [redacted]’s allegation that [redacted] has cancelled appointments “at least 4 times” is simply not true.  There is no record of [redacted] cancelling appointments but there are records of Mr. [redacted] no-call, so-show for two of themThe allegation that AmeriPro Auto Glass “damaged my car” are simply not true.  The moldings come directly from the factory with rivets attached. Since this time, [redacted] has tried repeatedly to call Mr. [redacted] to arrange an appointment, but Mr. [redacted] has neither answered nor returned these calls.  The next communication that we received from Mr. [redacted] was the Revdex.com Complaint which had us a bit perplexed. At this point, even though Mr, [redacted] is demanding that we do something that is both outside of any warranty coverage and outside of OEM specifications, we are still willing to put these screws into his molding or install new side moldings when Mr. [redacted] purchases them.  We have always been willing to do this as a courtesy. Mr. [redacted] does not have a valid warranty claim but we are willing to do our best to accommodate him.

We have conducted an extensive
investigation into this matter including taking statements from AmeriPro Auto
Glass, LLC employees as well as multiple individual witnesses employed by the dealership
in question.  Each of their statements directly
contradict the allegations made by Ms....

Schnieder.  All parties state that Ms. [redacted]
physically handed her insurance card to the AmeriPro Auto Glass, LLC
employee.  They further state that they
witnessed Ms. [redacted] sign the initial write-up form that clearly states this
is an insurance claim and that she gives AmeriPro Auto Glass, LLC permission to
bill her insurance company.  (Copies of
these documents attached) The allegation that AmeriPro Auto Glass, LLC’s
employee went through Ms [redacted]s’ belongings is false.
After the windshield replacement was
completed, Ms [redacted] was presented with a work order to sign that includes
an additional signature for an Assignment of Benefits for her automobile
insurance policy.  The form she signed (
copy attached ) CLEARLY shows in the the “Bill-To” as Metropolitan Property and
Casualty.  As noted, she signed in both
required places.  She was supplied with a
copy of this at installation along with a copy of our warranty. 
If there is a warranty issue with
the windshield installation, our Lifetime Limited Warranty covers this.  Ms [redacted] needs to simply contact our
office and arrange for a warranty service call.
Our investigation has generated
factual evidence to dispute each of Ms. [redacted]’s allegations. It is the
position of AmeriPro Auto Glass, LLC that each of these allegations is false.