Area Auto Glass

Hello,Sorry for my delay in responding. Due to a glitch in our system we contacted [redacted] multiple times. This issue has since been resolved and we never meant to be...

inconsiderate to [redacted]'s wishes of us to not contact him. He has also been added to our internal do not call list and will never be contacted again. We truly apologize for any inconvenience we have caused. Please let us know if you have any further questions, thank you.Justin K[redacted]

I have a voicemail message from the customer stating that she had already had wear and tear to her cowl grill prior to us replacing the windshield. I told her that sometimes when we replace a windshield we can have the insurance companies take care of the expense of damaged parts near the windshield...

and that I would try to get this approved for her. Unfortunately, her insurance denied this request stating that they will not cover wear and tear. This damage was caused by the excessive heat and normal wear and tear and is not a result of my technician replacing her windshield. Damaging a cowl grill is impossible by only replacing a windshield. In regards to our two attempts to install; sometimes we do, unfortunately, make mistakes in ordering glass. With the amount of options windshields come with these days the VIN does not always negate the correct windshield and mistakes happen. The good news is that our company stands behind our customers and we make sure to take care of this and do understand that for all parties it is an inconvenience and an unfortunate situation. The denied claim from [redacted] was sent via email and text numerous times as she degraded me and my company and continued to make references that this was my fault and that I am a bad person because of something that is normal wear and tear. I have in no way led them to believe that this would be something I would pay for. I do not pay for wear and tear damage to people's vehicles. I simply stated I would help them submit a claim through their insurance while we were submitting a claim to have their windshield replaced. I held up to my end of the agreement and went above and beyond to help them with their additional setback, however, it only led me to be slandered and harassed by her repeatedly and now have a complaint filed against me and my company. I am more than willing to continue to help her file a claim for this damage with her insurance company and even discuss this matter with them.

Ms. [redacted] was approached by a contractor of our door knocking crew (Arseny) in which he was approaching her to offer her a service to replace her windshield. Upon discussing the terms with her he mentioned that she could receive an incentive by using our company. Please note incentives are not given...

by insurance companies and we do this as a service and to show our appreciation to our customers, but it is directly taken from our profit. Arseny had mentioned that he had given another customer down the street a $50 incentive for choosing our company and I whole heartedly believe their was a miscommunication in regards to the incentives. $50 is the max our contractors typically offer and so I believe (and he affirms) she was told $50 PER vehicle which would equal $100 and she interpreted that as $100 per vehicle. This is a minor communication breakdown and a misconception on the basis of our incentive program. I have attached a copy of the invoices in which Arseny wrote up for her at the time of their transaction. On the invoice it states$100 total, $100 is not written on each invoice. Clearly this could have been prevented had he wrote the amount of the incentive separately on each invoice rather than totaling them and writing it on one invoice.Again, I feel this situation could have been avoided with further clarification and better communication but it was never a malicious act to not pay her $100 per vehicle. Our profit margins do not allow us to pay high incentives and as with any business the goal is to just stay ahead! I understand Ms. [redacted]'s frustration in the situation, however, I feel the attacks and slanders towards our company are completely unnecessary.We pride ourselves in our integrity and honesty and our willingness to even give back to our customers to show our appreciation. I hope by answering this complaint it will help clarify the situation for Ms. [redacted] and help her to understand it was only a breakdown in communication, not a malicious attempt to hustle her.We do not sell, we only provide a service to our clients.

I have a voicemail message from the customer stating that she had already had wear and tear to her cowl grill prior to us replacing the windshield. I told her that sometimes when we replace a windshield we can have the insurance companies take care of the expense of damaged parts near the windshield...

and that I would try to get this approved for her. Unfortunately, her insurance denied this request stating that they will not cover wear and tear. This damage was caused by the excessive heat and normal wear and tear and is not a result of my technician replacing her windshield. Damaging a cowl grill is impossible by only replacing a windshield. In regards to our two attempts to install; sometimes we do, unfortunately, make mistakes in ordering glass. With the amount of options windshields come with these days the VIN does not always negate the correct windshield and mistakes happen. The good news is that our company stands behind our customers and we make sure to take care of this and do understand that for all parties it is an inconvenience and an unfortunate situation. The denied claim from [redacted] was sent via email and text numerous times as she degraded me and my company and continued to make references that this was my fault and that I am a bad person because of something that is normal wear and tear. I have in no way led them to believe that this would be something I would pay for. I do not pay for wear and tear damage to people's vehicles. I simply stated I would help them submit a claim through their insurance while we were submitting a claim to have their windshield replaced. I held up to my end of the agreement and went above and beyond to help them with their additional setback, however, it only led me to be slandered and harassed by her repeatedly and now have a complaint filed against me and my company. I am more than willing to continue to help her file a claim for this damage with her insurance company and even discuss this matter with them.

Hello,

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Sorry for my delay in responding. Due to a glitch in our system we contacted [redacted] multiple times. This issue has since been resolved and we never meant to be inconsiderate to [redacted]'s wishes of us to not contact him. He has also been added to our internal do not call list and will never be contacted again. We truly apologize for any inconvenience we have caused. 
Please let us know if you have any further questions, thank you.
Justin K[redacted]

I have responded to this complaint to email recieve D directly from Elle Bayless, please contact me if you have not received it.