Auto Glass America

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I don't have proof of any emails because I lost that email address to a hacker 6 mons ago. I have not tried in the past 6 months because what is the point when I don't get a response, ive finally had enough after dealing with this that is why I have contacted the better Revdex.com and I have tried to stop the water leak myself I am a certified automotive technician, and upon water test vehicle that is where it comes from I currently have no carpet in my truck and no rear interior because of the flooding I am no glass expert so I can not remove and reseal or replace the windows my self. When ever it rains when my truck is out I go out and clean the water out with a shop vac and shami. The dent was not there till after the installer was done the vehicle had no dents before and still only has one dent which is on the roof I take very good care of my vehicle the water damage is something I can not control after the first major leak alot of insulation is ruined along with it creating an environment for mold and bacteria to grow. I have attached some pictures of how I'm forced to drive my vehicle right now along with a picture of the mold right before I attempted to remove it.
Regards,[redacted]

The facts in this situation are not as stated by Mr. [redacted].  They are as follows:
 
We did not do the subject job on July 8, 2014 as Mr. [redacted] indicated but rather on July 14, 2014 as indicated on the attached Work Order on the line item entitled:  Job Scheduled For: ...

Also, Mr. [redacted] accepted the job upon our completion as indicated by his signature on the same Work Order attached hereto.
 
Mr. [redacted] also indicated that we installed "used glass".  This is an  absolute lie.  We do many thousands of jobs each year and we have never installed a piece of used glass.  We install Original Equipment Manufactures glass in each job we do.  In this particular case the glass came from Pilkington which, one again, is O.E.M. glass.
 
Mr. [redacted] did notice a manufacture's defect in the glass a few days after the install.  He notified us.  We obtained a brand new windshield from Pilkington and replaced the defective glass under our "lifetime warranty" program.  The new installation was actually completed on Sunday, July 20, 2012.  Our technicians normally don't even work on Sunday but in an effort to extend excellent customer service we accommodated Mr. [redacted].
 
The manufacture's defect was not of such a nature to prevent the use of the vehicle.  It was minor in nature and did not inhibit visibility in any way. 
 
Although the manufacture's defect was not our fault and it wouldn't have prevented the use of the vehicle and we replaced it promptly I must also note that Mr. [redacted]  was extremely verbally abusive to our  customer service representative.  He was cussing and swearing and otherwise verbally vicious.  He is the kind of customer no company wants or needs.
[redacted], Owner

It is correct that Auto Glass America did a windshield replacement as Mr. [redacted] described.  It is also true that once completed Mr. [redacted] notified us of an air leak.  It is also correct, as Mr. [redacted] writes, that air leaks are very easy to remedy.  Our technician return to...

Mr. [redacted]'s home and believe he had corrected the problem.  Mr. [redacted] reported the air leak problem was not corrected so we returned a second time.  After performing the warranty work the second time Mr. [redacted] reported the problem was still not corrected.  We now want to replace the windshield completely.  Just today we have left several messages for Mr. [redacted] so we can schedule an appointment.  If Mr. [redacted] reads this we hope he will call and talk to Brad so we can get him scheduled.  We would also like to send him a $100 check when he calls for the inconvenience we have put him through.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:Brad and I spoke, [redacted] has arranged another glass company to replace the windshield.  Brad is sending a $100 check for the troubles caused.   The other glass company has replaced the windshield with no issues.
Regards,
[redacted]

I am pleased to report that we have resolved all issues with our friend Jacob M[redacted].  Unfortunately Jacob is currently in the hospital but he has promised us that once he returns home he will contact the Revdex.com and request that any negative comments he has submitted be removed.  He also...

indicated that he will make favorable comments about our company.We are sorry for any inconvenience we caused Jacob but we are very pleased he worked with us to get problems resolved.  We wish Jacob a quick recovery and good health going forward.

Our Radio ads clearly state "up to $100.00" and a file copy from the radio stations can be furnished per the Revdex.coms request. You can visit us at [redacted] and see our "up to" promotionas well. Now we additionally offer a $100.00 discount card from [redacted] as well as the cash rebate....

Some vehicles, buy back can be more than others depending on the year, make and model and its specialty features. Mrs. [redacted] has a 2007 Nissan Versa with no specialty feature which barely qualifies for the $25.00. Mrs [redacted] kept insisting she wanted $100.00 cash and to make her happy we gave her an additional $25.00. [redacted] is a very experienced & knowledgeable sales rep that has been with us for many years along with my entire staff, they all know the protocol. We do about 10,000 windshieldsa year and we have very few that misinterpret the radio ads, but it does happen a few times a year and we make special offerings to make our customers happy.  Under no circumstance was Mrs. [redacted] promised“$100.00 cash”. Mrs. [redacted] was given $50.00 and a $100.00 discount gift card to local area restaurants. Please let me know if you need any further assistance.
[redacted]

Unfortunately we do not show records of the Discount Cards being submitted to Ms [redacted] so we'll be mailing those out to her today. I do see $50.00 was submitted to he therefore she will not be receiving more cash.

This matter is becoming more and more difficult to address.  Now Mr. [redacted] wants us to believe that he can't demonstrate that he even tried to email us because his computer was hacked!!  He also tells us how well he takes care of his vehicle but yet he has let it "flood" for years.  He tells us he is an automotive technician but yet he hasn't undertaken a $50.00 auto glass leak repair and simply has let his beloved vehicle become trashed. After the first warranty work we did on Mr. [redacted] vehicle we have no record of him ever contacting us again.  We are very serious about warrantying our jobs.  It is a great source of pride to us but someone simply cannot make such outlandish allegations years after the installation and after they have allowed the vehicle to become damaged to such an incredible degree and expect us to simply take their word that it is our fault and they haven't been able to get in touch with us.  Our office is open 6 days a week and when it is closed we have an after hours answering service.  Everyone on the planet can get in touch with us. I am simply at a loss as to what else to say.  [redacted], Owner

Mr [redacted] called in and expressed his concerns about the replacement that we did back on 10-19-2015 which at that time we ask for him to send in pictures of the problem. Mr [redacted] sent us pictures but unfortunately the photos are blurred and we are unable to see what the issue is. Attached you see the...

photos submitted. Since then we have created a warranty order and we will be out on 10-23-2015 to inspect the "damage". I will follow up with the Revdex.com on this matter once we come to a conclusion.Operations Manager,[redacted]

On October 17, 2014 a manager from our office "[redacted]" spoke with Mr. [redacted] regarding the problem described in the complaint. They have decided to have a 3rd party look at the vehicle and to hold off pursuing the complaint until further notice. Mr. [redacted] and Mr. [redacted] believe they can...

resolve the issue at hand together. 
Respectfully,
Auto Glass America

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Jacob M[redacted]

True, our company did perform a front windshield and rear window replacement on Mr. [redacted] 1999 Dakota Pickup two years ago. True, we were called back for warranty work and replaced a damaged interior panel.  True, there was a dent in the roof of Mr. [redacted] vehicle but it...

was not made by our technician.  Mr. [redacted] argues that because the vehicle sits in the garage that the dent had to be created by our technician.  The vehicle was 13 years old at the time we did the work so the dent must have occurred sometime in those 13 years.  Not true that Mr. [redacted] talked to the owner about these allegations.  I am the owner and I have never heard about any of this prior to the Revdex.com complaint.  We do about 10,000 replacements per year but even with this volume if I had been contacted by a customer with the issues that Mr. [redacted] alleges I would addressed them promptly and certainly have remembered the matter to this very day.

It is very difficult to prove a negative and that is the position we're in.  However, it simply defies reason that Mr. [redacted] or anyone would allow their vehicle to flood, as he describes, and do nothing about it.  Who would allow 5 inches of standing water to occur in their vehicle?  This story defies credulity. How can anyone who admits that they would allow such a thing to occur to their car argue that their 13 year old car had otherwise been in good condition and well maintained.  With the thousands of jobs we do each year we do rarely come across a customer, always with an old vehicle that need work done, wherein they claim damage that in fact, previously existed.  They are essentially looking to get their vehicle restored at someone else's expense.  An analogy would be if you had a plumber do work on a toilet at your home and noticed a leak when he left but just let it run for two years so you could claim the plumbing company was responsible and renovate your home.

With regard to the issue on running the credit card through a second time, I simply don't know.  I would say this however, if the card didn't clear the first time, by all means we would have run it a second time.  We did the job, we did the warranty work we were responsible for and we would expect to get paid. 

Does Mr. [redacted] have any emails, letters or any other documentation evidencing that he has tried to communicate with us in the last two years?  We simply have no other information on this matter than what I have related here.

Please let me know what our next step should be.

Respectfully,

[redacted], Owner

Our Radio ads clearly state "up to $100.00" and a file copy from the radio stations can be furnished per the Revdex.coms request. You can visit us at [redacted] and see our "up to" promotionas well. Now we additionally offer a $100.00 discount card from [redacted] as well as the cash rebate....

Some vehicles, buy back can be more than others depending on the year, make and model and its specialty features. Mrs. [redacted] has a 2007 Nissan Versa with no specialty feature which barely qualifies for the $25.00. Mrs [redacted] kept insisting she wanted $100.00 cash and to make her happy we gave her an additional $25.00. [redacted] is a very experienced & knowledgeable sales rep that has been with us for many years along with my entire staff, they all know the protocol. We do about 10,000 windshieldsa year and we have very few that misinterpret the radio ads, but it does happen a few times a year and we make special offerings to make our customers happy.  Under no circumstance was Mrs. [redacted] promised“$100.00 cash”. Mrs. [redacted] was given $50.00 and a $100.00 discount gift card to local area restaurants. Please let me know if you need any further assistance.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I don't have proof of any emails because I lost that email address to a hacker 6 mons ago. I have not tried in the past 6 months because what is the point when I don't get a response, ive finally had enough after dealing with this that is why I have contacted the better Revdex.com and I have tried to stop the water leak myself I am a certified automotive technician, and upon water test vehicle that is where it comes from I currently have no carpet in my truck and no rear interior because of the flooding I am no glass expert so I can not remove and reseal or replace the windows my self. When ever it rains when my truck is out I go out and clean the water out with a shop vac and shami. The dent was not there till after the installer was done the vehicle had no dents before and still only has one dent which is on the roof I take very good care of my vehicle the water damage is something I can not control after the first major leak alot of insulation is ruined along with it creating an environment for mold and bacteria to grow. I have attached some pictures of how I'm forced to drive my vehicle right now along with a picture of the mold right before I attempted to remove it.

Regards,[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I don't have proof of any emails because I lost that email address to a hacker 6 mons ago. I have not tried in the past 6 months because what is the point when I don't get a response, ive finally had enough after dealing with this that is why I have contacted the better Revdex.com and I have tried to stop the water leak myself I am a certified automotive technician, and upon water test vehicle that is where it comes from I currently have no carpet in my truck and no rear interior because of the flooding I am no glass expert so I can not remove and reseal or replace the windows my self. When ever it rains when my truck is out I go out and clean the water out with a shop vac and shami. The dent was not there till after the installer was done the vehicle had no dents before and still only has one dent which is on the roof I take very good care of my vehicle the water damage is something I can not control after the first major leak alot of insulation is ruined along with it creating an environment for mold and bacteria to grow. I have attached some pictures of how I'm forced to drive my vehicle right now along with a picture of the mold right before I attempted to remove it.

Regards,[redacted]

It is correct that Auto Glass America did a windshield replacement as Mr. [redacted] described.  It is also true that once completed Mr. [redacted] notified us of an air leak.  It is also correct, as Mr. [redacted] writes, that air leaks are very easy to remedy.  Our...

technician return to Mr. [redacted]'s home and believe he had corrected the problem.  Mr. [redacted] reported the air leak problem was not corrected so we returned a second time.  After performing the warranty work the second time Mr. [redacted] reported the problem was still not corrected.  We now want to replace the windshield completely.  Just today we have left several messages for Mr. [redacted] so we can schedule an appointment.  If Mr. [redacted] reads this we hope he will call and talk to Brad so we can get him scheduled.  We would also like to send him a $100 check when he calls for the inconvenience we have put him through.

I am pleased to report that we have resolved all issues with our friend Jacob M[redacted].  Unfortunately Jacob is currently in the hospital but he has promised us that once he returns home he will contact the Revdex.com and request that any negative comments he has submitted be removed.  He...

also indicated that he will make favorable comments about our company.We are sorry for any inconvenience we caused Jacob but we are very pleased he worked with us to get problems resolved.  We wish Jacob a quick recovery and good health going forward.

True, our company did perform a front windshield and rear window replacement on Mr. [redacted] 1999 Dakota Pickup two years ago. True, we were called back for warranty work and replaced a damaged interior panel.  True, there was a dent in the roof of Mr. [redacted] vehicle but it...

was not made by our technician.  Mr. [redacted] argues that because the vehicle sits in the garage that the dent had to be created by our technician.  The vehicle was 13 years old at the time we did the work so the dent must have occurred sometime in those 13 years.  Not true that Mr. [redacted] talked to the owner about these allegations.  I am the owner and I have never heard about any of this prior to the Revdex.com complaint.  We do about 10,000 replacements per year but even with this volume if I had been contacted by a customer with the issues that Mr. [redacted] alleges I would addressed them promptly and certainly have remembered the matter to this very day.

It is very difficult to prove a negative and that is the position we're in.  However, it simply defies reason that Mr. [redacted] or anyone would allow their vehicle to flood, as he describes, and do nothing about it.  Who would allow 5 inches of standing water to occur in their vehicle?  This story defies credulity. How can anyone who admits that they would allow such a thing to occur to their car argue that their 13 year old car had otherwise been in good condition and well maintained.  With the thousands of jobs we do each year we do rarely come across a customer, always with an old vehicle that need work done, wherein they claim damage that in fact, previously existed.  They are essentially looking to get their vehicle restored at someone else's expense.  An analogy would be if you had a plumber do work on a toilet at your home and noticed a leak when he left but just let it run for two years so you could claim the plumbing company was responsible and renovate your home.

With regard to the issue on running the credit card through a second time, I simply don't know.  I would say this however, if the card didn't clear the first time, by all means we would have run it a second time.  We did the job, we did the warranty work we were responsible for and we would expect to get paid. 

Does Mr. [redacted] have any emails, letters or any other documentation evidencing that he has tried to communicate with us in the last two years?  We simply have no other information on this matter than what I have related here.

Please let me know what our next step should be.

Respectfully,

[redacted], Owner

CONSUMERS BEWARE! This company is deceptive, inferior workmanship and they do not Warranty their workmanship. Management unresponsive to repeated calls. Their faulty installation of my windshield has caused me $5,400 in repairs so far to date.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Jacob M[redacted]