Auto Glass Express

Initial Business Response / [redacted] (1000, 13, 2015/08/13) */ Did want to point out that we were unaware of the complaint submitted by Hotshots Automotive until 8/11/due to out dated contact informationHad we known about this complaint, it would have been taken care of in MarchWe have since refunded the customers $and spoken with [redacted] to convey our apologiesThis was a good customer and certainly was not our intention to make him feel that he had to file a complaintOur procedure for any leak issue is to air test the windshield and reseal itIf the reseal is unsuccessful our next [redacted] would be to replace the windshield a 2nd timeThis is all covered by our warranty policy which does include a Life-time warranty on the workmanshipWe would never want any of our customers to feel like we are not going to take care of the issue, but we do need to allow time for the glue to dry before we can attempt to pull the windshield a 2nd time and the installation

Auto Glass Express is setting the pace for Certified Windshield Repair & Windshield Replacement by combining the newest technologies with proven techniques to provide the highest quality Certified windshield Repair to our clients and all modes of transportation. We offer services to both personal and company vehicles. We have more than 10 years of windshield repair industry experience and are committed to excellence

To whom it may concern, This response is in regards to the said complaint from Ms***- We have resolved this matter- The first payment for $was sent 8-31-and delivered 9-8-After speaking to Ms*** we resent a secondary payment in $to customer 10-7-and
our records indicate a tracking delivery date for 10-15-We have our email confirmations to verify delivery dates, on both occasions our company verified the correct mailing address for the customerIf there are any more questions or concerns to effectively close this complaint, reach out via email ***
Regards, Auto Glass Express

Initial Business Response /* (1000, 13, 2015/08/14) */
We are very sorry that this customer had a bad experience hereIt does not happen very often, but leaks can happen and when they do, are covered by our warrantyWhatever the case, the customer did not let us look at exactly where the water
was coming fromInstead he took pictures which he would not show to a manager here, until the time of his last trip hereFrom the pictures it seems more like a sunroof was left open from where the water was pooled in the cup holder to the rear and back seat not towards the front of the carThe pinhole found in his glue was not big enough to cause the damage he had pictures ofRegardless of what happened, the customer was reimbursed $dollars by the company he booked the job through as it was a sub-contracted jobThe other company also paid for a rental trailer to have his car towed back to the state he lived in and paid for a company in his home town to the workThis customer has already been refunded and compensated
Initial Consumer Rebuttal /* (3000, 15, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a misrepresentation of the truthThe referenced "pin hole leak" was four major leaks as confirmed by the company that finally fixed out windowThe repair job was so shoddily done that the plastic around the windows pealed offThere was never any question about where the water was coming in, and when we asked if the owner wanted to see pictures he refusedWorst of all, the owner still is unable to admit fault, a sign of terrible customer serviceThe company he contracts for finely took responsibility and helped us with this ordeal
Final Business Response /* (4000, 18, 2015/08/21) */
We have admitted fault, as we did attempt to fix the work doneWe paid the $to the company he set up the replacement through and they added on an additional $for his troubles as well as other compensationWe are very sorry this happened and that the customer is still upset

Hello, We have read the above complaint(s) from the said consumer, and we are responding to explain that this matter has been resolvedAfter the customer received service from us in September, we did send his money, as promised, and on several encounters with Mr***,
had we cancelled and resent payment-three different times We had also sent that same tracking with delivery dates to Mr*** on more then one occasion when the issue was at large The last time we had spoken to Mr***, we had emailed an attachment (see above attachment) of the endorsed check by Mr*** *** himself to his personal email to show for we had done our partWe apologized for the issues and delays with our bank, and the customer hung up and never called us back to dateOur preferred method of contact is email- [email protected]

Initial Business Response /* (1000, 13, 2015/08/13) */
Did want to point out that we were unaware of the complaint submitted by Hotshots Automotive until 8/11/15 due to out dated contact information. Had we known about this complaint, it would have been taken care of in March. We have since...

refunded the customers $125 and spoken with [redacted] to convey our apologies. This was a good customer and certainly was not our intention to make him feel that he had to file a complaint. Our normal procedure for any leak issue is to air test the windshield and reseal it. If the reseal is unsuccessful our next [redacted] would be to replace the windshield a 2nd time. This is all covered by our warranty policy which does include a Life-time warranty on the workmanship. We would never want any of our customers to feel like we are not going to take care of the issue, but we do need to allow time for the glue to dry before we can attempt to pull the windshield a 2nd time and re-do the installation.