Auto Glass Connection

First, I would like to state that Auto Class Connection has been in business since and this is the first complaint filed with Revdex.comI acknowledge that we are not perfect but, we do stand behind our service! If we have damaged a vehicle we make it right.Customer service is our #priority Our technicians follow the guideline to make the customer aware of damage to a vehicle while installing a piece of glassWe then take the steps to correct the damage.I would like to address this complaint point by point: The customer called on Tuesday, December 27, Autoglass Connection was very busy and worked very hard to schedule this customer for that same daySince our glass vendor had already delivered glass for the daily scheduled jobs, we ordered the customer’s glass and picked it up specifically for this jobWe then specially delivered the glass to the technician who was working on a job in NoblesvilleThe technician then drove to the customer’s location in MooresvilleThis job was not originally on the technician’s schedule route for the dayWe were doing our best to meet this customer’s needs by working the customer in the best way possibleOur technicians’ routes are schedule the previous day to provide the best service in a timely mannerThe time it took to travel along with traffic caused a delayThe customer stated that she called the technician over and over again to make sure he was comingIt is our policy that while working on a vehicle the technician’s are not to answer their phonesAt the time of the customer’s call the technician was working on another vehicle in ZionsvilleHe was in the middle of cutting a windshield out and cannot leave a vehicle exposedThe customer also stated that the technician had an attitude when he finally answeredThis technician has years of experience in the glass industryHe deals with changes in schedules and a variety of people dailyI stand by my employee and find it hard to believe that he would have an attitudeAgain, customer service is our #priority and that is instilled in all of Autoglass Connection employeesWhen arriving to the location the technician found the Toyota Runner in a grassy areaThere was not anyone thereThe technician looked over the vehicle and saw that the pinch well was rusted and the vehicle had no moldings, which are needed for instillationThe technician noted that the windshield had previously been replacedWhen the boyfriend arrived, the technician told the boyfriend about his findingsThe technician also made it clear that because of this the company could not warranty this jobThe technician also relayed the same information to the customerThe customer stated that the vehicle had issuesThe boyfriend said to do the best you canCustomer stated the boyfriend literally watched the technician cut into the interior pillar paneling and break itThe boyfriend never said anything to the technician about what he claims he sawIf the boyfriend saw this, then why did he not tell the technician and call the office the same dayAs stated earlier, our technicians follow the guideline make the customer aware of damage to a vehicle while installing a piece of glassWe then take the steps to correct the damageThe customer stated that the interior was in like new conditionThe car had rust, no moldings on the windshield, and previously had a windshield replaced before Autoglass Connection came on December 27, All of this indicates that the pillar could have been damaged at a previous time by a different companyWhen the technician returned to the vehicle’s location to check on the complaint he indicated that the pillar was NOT CUTThe pillar did have a 3/inch crackDue to the age of the vehicle and having had a previous replacement anything could have done this damageOur technician knows he did not do thisHe also knows if does damage something he is to tell the customer and the office right away in order for us to resolve the issueAutoglass Connection stands behind our work and would fix itThe customer did call the office to complain about the technician’s attitude and the CRS laughedThe Customer Service Representative (CSR) did tell the customer that the technician had years in the business and had never had an attitude towards a customerThis customer also threatened to sue the technician and for the CSR to tell himAt that point the CSR did chuckleResponse to the customer’s desired settlement: Refund: We are willing to give a refund with the return of the installed productTechnician stated to the customer and boyfriend before replacing the windshield that this will not be under warranty because of the condition of the vehicleBoth boyfriend and customer gave consent to the workReplace Damaged Side Pillar: Replacement of the interior pillar is not possible due to the age of the vehicleThe parts need cannot be foundApology Letter: I stand by my technician and do not believe he did anything wrongWe went above and beyond to get the instillation done the same day as we received the customer’s call

First, I would like to state that Auto Class Connection has been in business since 2003 and this is the first complaint filed with Revdex.com. I acknowledge that we are not perfect but, we do stand behind our service! If we have damaged a vehicle we make it right.Customer service is our #1 priority....

Our technicians follow the guideline to make the customer aware of damage to a vehicle while installing a piece of glass. We then take the steps to correct the damage.I would like to address this complaint point by point:
The customer called on Tuesday, December 27, 2016. Autoglass Connection was very busy and worked very hard to schedule this customer for that same day. Since our glass vendor had already delivered glass for the daily scheduled jobs, we ordered the customer’s glass and picked it up specifically for this job.
We then specially delivered the glass to the technician who was working on a job in Noblesville. The technician then drove to the customer’s location in Mooresville. This job was not originally on the technician’s schedule route for the day. We were doing our best to meet this customer’s needs by working the customer in the best way possible. Our technicians’ routes are schedule the previous day to provide the best service in a timely manner. The time it took to travel along with traffic caused a delay.
The customer stated that she called the technician over and over again to make sure he was coming. It is our policy that while working on a vehicle the technician’s are not to answer their phones. At the time of the customer’s call the technician was working on another vehicle in Zionsville. He was in the middle of cutting a windshield out and cannot leave a vehicle exposed.
The customer also stated that the technician had an attitude when he finally answered. This technician has 30 years of experience in the glass industry. He deals with changes in schedules and a variety of people daily. I stand by my employee and find it hard to believe that he would have an attitude. Again, customer service is our #1 priority and that is instilled in all of Autoglass Connection employees.
When arriving to the location the technician found the 86 Toyota 4 Runner in a grassy area. There was not anyone there. The technician looked over the vehicle and saw that the pinch well was rusted and the vehicle had no moldings, which are needed for instillation. The technician noted that the windshield had previously been replaced. When the boyfriend arrived, the technician told the boyfriend about his findings. The technician also made it clear that because of this the company could not warranty this job. The technician also relayed the same information to the customer. The customer stated that the vehicle had issues. The boyfriend said to do the best you can.
Customer stated the boyfriend literally watched the technician cut into the interior pillar paneling and break it. The boyfriend never said anything to the technician about what he claims he saw. If the boyfriend saw this, then why did he not tell the technician and call the office the same day. As stated earlier, our technicians follow the guideline make the customer aware of damage to a vehicle while installing a piece of glass. We then take the steps to correct the damage.
The customer stated that the interior was in like new condition. The car had rust, no moldings on the windshield, and previously had a windshield replaced before Autoglass Connection came on December 27, 2016. All of this indicates that the pillar could have been damaged at a previous time by a different company. When the technician returned to the vehicle’s location to check on the complaint he indicated that the pillar was NOT CUT. The pillar did have a 3/8 inch crack. Due to the age of the vehicle and having had a previous replacement anything could have done this damage. Our technician knows he did not do this. He also knows if does damage something he is to tell the customer and the office right away in order for us to resolve the issue. Autoglass Connection stands behind our work and would fix it.
The customer did call the office to complain about the technician’s attitude and the CRS laughed. The Customer Service Representative (CSR) did tell the customer that the technician had 30 years in the business and had never had an attitude towards a customer. This customer also threatened to sue the technician and for the CSR to tell him. At that point the CSR did chuckle.
Response to the customer’s desired settlement:
Refund: We are willing to give a refund with the return of the installed product. Technician stated to the customer and boyfriend before replacing the windshield that this will not be under warranty because of the condition of the vehicle. Both boyfriend and customer gave consent to the work.
Replace Damaged Side Pillar: Replacement of the interior pillar is not possible due to the age of the vehicle. The parts need cannot be found.
Apology Letter: I stand by my technician and do not believe he did anything wrong. We went above and beyond to get the instillation done the same day as we received the customer’s call.