Auto Glass Outlet

*** [redacted] did in fact called on March 19th, to schedule an appointment to have her windshield replaced the following day, she paid in advance for the services to be rendered for her sister’s car [redacted] ***The appointment was set up for the technicians to arrive at her location between the hours of 10-(keep in mind it takes about another hour to replace the windshield after their arrival)This was explained to her when she scheduled for the replacementWhen she called for an ETAOur office located the technician and found out that the paperwork had been mixed up and they went to the appointment for the given timeThey were not aware of their mistake prior to our conversationAt that moment, we informed and explained to *** [redacted] but she was livid, and unnecessarily rude, she demanded that the technicians leave the other customer and come to her right awayWe couldn’t do that because the glass was already out of the car, we had to finish installing it; 1:was the quickest time that we could get there But she said she had a meeting at pmWe were not going to have enough time to do the replacement, we informed her of thatWe apologized several times and offered a refundAt that moment anything that we did for her was not going to make her happy, she was very upset and disconnected the callWe had no choice, since *** [redacted] disconnected the call and lack of cooperation, we refunded the amount that had been paid the day before to ***’s sister’s credit card (her sister paid for the service), and cancelled her appointmentShe called back around 1:asking when the guys were going to arrive, we reminded her that the appointment was cancelledAgain she was livid on the phone, and she even made a racial remarks about our technicians, asking where they were from and if they spoke and/or read English because they couldn’t follow written directionsRespectfully we informed her, since her appointment was canceled we made changes on our schedule, unfortunately it was not possible to get her back on our scheduleI [redacted] am the Manager of Auto Glass Warehouse, to my understanding dispatch provided *** [redacted] with my name and my phone number which is ###-###-####That day I was away from the office due to some business meetings and was unable to return I’m usually not in the office all day, I have a very busy and hectic schedule on a daily basisThe people that work in dispatch have been in our company for a long time approximately 5-yearsI am sure that they did the best they could for ***She is welcome to contact me, if she still has any further questions or concernsI will be glad to answer her inquiries [redacted] ###-###-####

Good Afternoon [redacted] , first, Thanks for your time to speak with me earlier on the phone I wanted to explain what [redacted] is seeking refund we are an Auto Glass Distributor in Washington Area [redacted] called us for quotation on [redacted] Front Passenger side glassi personally talked to her and gave her price for $Plus Tax she said i'll be there in hour to get it donesince we are a distribution and sell to other contractors at least other companies called us for the same parti did tell everyone of them that [redacted] has called us and got quotation and she is going to be here in hour for us to do the job [redacted] cam to our warehouse next day around it took us hours to finish her job and right before she leave, a pin which was on the glass fell through the doorthe window was functioning properly but I asked her if she can come back for us to fix it another dayshe said Saturday but she asked for discount and I told her we can't give her discount because we already gave her decent price and can't go any lower she showed weeks after that day with her girlfriendwe changed the glass and she was happy, before she leaves she asked for discount againshe said at least $i told her we can't give her discount but she said she wouldn't leave without discountshe said i'll have my dad to call you and she need discountshe said she will leave bad review because we can't give her discount I told her i'm sorrywe can't give you discount because we have gave her a fair price and we changed glass that was faultilyi told her if she is not happy, we can give her a full refund and take the glass out she said take the glass out and I want refundso we removed the glass and gave her full refund we have been in business for over years and we deal with customers everydaywe wouldn't be able to stay in business if we were doing bad job or bad customer service I'm afraid we can't give any money to [redacted] since we have gave her full refundshe lost hours of work but she didn't have willing to compromise the repair we did for her I'll have our lawyer [redacted] send a letter to [redacted] to make sure she fully understand that we don't compensate people for taking time off from their work Thanks for your time to read this and I appreciate your corporation to forward my correspondence to [redacted] Thanks Ed Auto Glass Outlet

[redacted]. [redacted] did in fact called on March
19th, 2014 to schedule an...

appointment to have her windshield replaced the
following day, she paid in advance for the services to be rendered for her
sister’s car [redacted]. The appointment was set up for the technicians to
arrive at her location between the hours of 10-12 (keep in mind it takes about
another hour to replace the windshield after their arrival). This was explained
to her when she scheduled for the replacement. When she called for an ETA. Our
office located the technician and found out that the paperwork had been mixed
up and they  went to the appointment for the given time. They were not
aware of their mistake prior to our conversation. At that moment, we informed
and explained to [redacted]. [redacted] but she was livid, and unnecessarily rude, she
demanded that the technicians leave the other customer and come to her right
away. We couldn’t do that because the glass was already out of the car, we had
to finish installing it; 1:30 was the quickest time that we could get there.
But she said she had a meeting at 2 pm. We were not going to have enough time
to do the replacement, we informed her of that. We apologized several times and
offered a refund. At that moment anything that we did for her was not going to
make her happy, she was very upset and disconnected the call. We had no choice,
since [redacted]. [redacted] disconnected the call and lack of cooperation, we refunded the
amount that had been paid the day before to [redacted]. [redacted]’s sister’s credit card
(her sister paid for the service), and cancelled her appointment. She called
back around 1:30 asking when the guys were going to arrive, we reminded her
that the appointment was cancelled. Again she was livid on the phone, and she
even made a racial remarks about our technicians, asking where they were from
and if they spoke and/or read English because they couldn’t follow written
directions. Respectfully we informed her, since her appointment was canceled we
made changes on our schedule, unfortunately it was not possible to get her back
on our schedule. I [redacted] am the Manager of Auto Glass Warehouse, to my understanding
dispatch provided [redacted]. [redacted] with my name and my phone number which is
###-###-####. That day I was away from the office due to some business meetings
and was unable to return.  I’m usually
not in the office all day, I have a very busy and hectic schedule on a daily
basis. The people that work in dispatch have been in our company for a long
time approximately  5-8 years. I am sure
that they did the best they could for [redacted]. [redacted]. She is welcome to contact me,
if she still has any further questions or concerns. I will be glad to answer
her inquiries.
[redacted]
###-###-####

Good Afternoon [redacted], 
first, Thanks for your time to speak with me earlier on the...

phone. 
I wanted to explain what [redacted] is seeking refund. 
we are an Auto Glass Distributor in Washington Area. [redacted] called us for quotation on 1996 [redacted] Front Passenger side glass. I personally talked to her and gave her price for $220 Plus Tax. 
she said i'll be there in 1 hour to get it done. since we are a distribution and sell to other contractors at least 6 other companies called us for the same part. I did tell everyone of them that [redacted] has called us and got quotation and she is going to be here in 1 hour for us to do the job. 
[redacted] cam to our warehouse next day around 2. it took us 3 hours to finish her job and right before she leave, a pin which was on the glass fell through the door. the window was functioning properly but I asked her if she can come back for us to fix it another day. she said Saturday but she asked for discount and I told her we can't give her discount because we already gave her decent price and can't go any lower. 
she showed 2 weeks after that day with her girlfriend. we changed the glass and she was happy, before she leaves she asked for discount again. she said at least $20. I told her we can't give her discount but she said she wouldn't leave without discount. she said i'll have my dad to call you and she need discount. she said she will leave bad review because we can't give her discount. 
I told her i'm sorry. we can't give you discount because we have gave her a fair price and we changed glass that was faultily. I told her if she is not happy, we can give her a full refund and take the glass out. 
she said take the glass out and I want refund. so we removed the glass and gave her full refund. 
we have been in business for over 20 years and we deal with customers everyday. we wouldn't be able to stay in business if we were doing bad job or bad customer service. 
I'm afraid we can't give any money to [redacted] since we have gave her full refund. she lost 6 hours of work but she didn't have willing to compromise the repair we did for her.
I'll have our lawyer [redacted] send a letter to [redacted] to make sure she fully understand that we don't compensate people for taking time off from their work.
Thanks for your time to read this and I appreciate your corporation to forward my correspondence to [redacted].
Thanks
Ed.
Auto Glass Outlet

Review: I contacted Auto Glass Outlet on 8/28 to replace my front windshield. I was able to get an appt. within 24 hours and received a better price then I was originally quoted.

An unmarked van came to replace my front windshield. I was very much satisfied with the service I had received until I ran into a problem. Three weeks later, I had to contact them because I found a small gap from the rubber sealer to the end of the windshield on both side. I had contacted them that the sealer on each side of the front windshield didn't seal the whole window all the way. (Water was able to seep into my car from the small gap.) I was told they didn't have any record of replacing my front windshield. I gave them my phone #, work address, name and work order #. They still couldn't find me in their computer. I faxed over my work order receipt I was given on the day of my replacement twice and was told they never receive it. I wouldn't recommend them to anyone. All they are concern about is getting it install. They're horrible with customer service and follow through. The company goes by two names: Auto Glass Outlet and Auto Glass [redacted]Desired Settlement: I want Auto Glass Outlet (Auto Glass [redacted]) to correct the install issue I have with the front windshield.

Business

Response:

To Whom It May Concern,

we have contacted the customer accordingly and have satisfied her per her request.

we asked her to contact Revdex.com and inform them that claim has been resolved and she is satisfied.

please verify this information with customer to erase this claim immediately.

Thanks

Auto Glass Outlet

Consumer

Response:

[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 is satisfactory to me.

Regards,

Consumer

Response:

[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 is satisfactory to me.

Regards,

Review: I made contact with a customer service representative on 03/19/14 and scheduled an appointment for 03/20/14. Was told that a tech would arrive to my location between 10-12 that day. I waited until close to 12 to call and find out where the tech was. I was told that the techs went to the wrong location. I was confused because I was informed that they would call me 20 minutes prior to their arrival time, so I could not understand them going to the wrong location. I explained to the service rep that I had very important meetings that day and needed the service urgently. She was rude and disrespectful and asked if I wanted to cancel. (keep in mind, I paid for my services in advance)I replied no, because I needed my vehicle. I placed another call at 1:30 and was told at that time that my order had been voided and that I could go somewhere else for service. I have placed several calls asking to speak to the owner with no success. The employees are very disrespectful and need to have some training on how to deal with the public. My car was down for days because I had to locate another company and be placed on their schedule. I don't think that this company should be in operation due to their disregard unprofessionalism and the steps that they have and are continuing to take as far as my inability to file a complaint with the owner.Desired Settlement: I would like to get direct contact information to the owner of the company. He should be made aware of his employees' behaviors and know that they sent a customer that had paid in advance to another company. If this behavior continues, he will be out of business. He advertises quality service but that is not true.

Business

Response:

[redacted] did in fact called on March

19th, 2014 to schedule an appointment to have her windshield replaced the

following day, she paid in advance for the services to be rendered for her

sister’s car [redacted]. The appointment was set up for the technicians to

arrive at her location between the hours of 10-12 (keep in mind it takes about

another hour to replace the windshield after their arrival). This was explained

to her when she scheduled for the replacement. When she called for an ETA. Our

office located the technician and found out that the paperwork had been mixed

up and they went to the appointment for the given time. They were not

aware of their mistake prior to our conversation. At that moment, we informed

and explained to [redacted] but she was livid, and unnecessarily rude, she

demanded that the technicians leave the other customer and come to her right

away. We couldn’t do that because the glass was already out of the car, we had

to finish installing it; 1:30 was the quickest time that we could get there.

But she said she had a meeting at 2 pm. We were not going to have enough time

to do the replacement, we informed her of that. We apologized several times and

offered a refund. At that moment anything that we did for her was not going to

make her happy, she was very upset and disconnected the call. We had no choice,

since [redacted] disconnected the call and lack of cooperation, we refunded the

amount that had been paid the day before to [redacted]’s sister’s credit card

(her sister paid for the service), and cancelled her appointment. She called

back around 1:30 asking when the guys were going to arrive, we reminded her

that the appointment was cancelled. Again she was livid on the phone, and she

even made a racial remarks about our technicians, asking where they were from

and if they spoke and/or read English because they couldn’t follow written

directions. Respectfully we informed her, since her appointment was canceled we

made changes on our schedule, unfortunately it was not possible to get her back

on our schedule. I [redacted] am the Manager of Auto Glass Warehouse, to my understanding

dispatch provided [redacted] with my name and my phone number which is

###-###-####. That day I was away from the office due to some business meetings

and was unable to return. I’m usually

not in the office all day, I have a very busy and hectic schedule on a daily

basis. The people that work in dispatch have been in our company for a long

time approximately 5-8 years. I am sure

that they did the best they could for [redacted]. She is welcome to contact me,

if she still has any further questions or concerns. I will be glad to answer

her inquiries.[redacted]###-###-####

Review: To Whom It May Concern:I was a recent customer at Auto Glass Outlet. I had a rock thrown through my front passenger window and called approximately 15 companies the next morning to get the best quote possible for repair. Unfortunately, one of the first calls I put in was to auto glass outlet and as a distributor they had the ability to refuse to sell the glass to anyone at a reasonable price so every quote I received from that point on was extremely skewed. I was quoted at $220.00 for an audi a6 front passenger door glass.Since they were obviously the lowest quote I had received and they said they could install any time that week as long as I came there (although most auto glass repair services are mobile) I chose this company. Upon arrival, I entered the warehouse office which was cluttered and full of disturbing conversation. I sat and waited 2.5- 3 hours for my car window to be installed because it was apparently a 'difficult type of glass'. As I was finishing up the owner verbally communicated with his receptionist that the payment was 225.00. I questioned without argument and said I was quoted at 220.00 on the phone and wondered why there was a sudden increase in price. He then agreed to go back down to 220.00.I went and got my car and sat in it and checked the function/integrity of the window. I put the window down once and up once and hurt a loud crunching noise. I thought there was still glass left in the window sill. I did it again and the window tracked fine with no noise. I decided to get out of the car and check the integrity of the glass and to communicate that there was a loud noise. I then released that the tracking piece of the glass had gotten stuck inside the car door. The business was closing and they were obviously ready to leave. The owner came and examined the door. He stated that he has never seen this happen and they would fix it if I could come back sometime this week. I already took off 3 hours of work and now had to come back. I requested a discount on labor costs since this was an obvious error of installment. He argued that his price was already too cheap so he couldn't. I made a point that I was eating costs now for 3-6 hours of work/costs since I had to travel back again for a full un-installment and re-installment. He agreed that "there will be a discount. fine. I have to check the price of the glass to determine what we can do". I agreed to come back.There was no discount. He argued that he didn't care and that his 3 million dollars in revenue made my 20 dollar refund insignificant but he wouldn't give it to me. I had my window uninstalled and requested a full refund. They are abusing the system as a distributor and then practicing poor service. He spoke to me and my girlfriend rudely and without care for his customers. I received worse customer service when my girlfriend was present which is absolutely inappropriate and illegal. He was the worst manager I have ever worked with. I would like for this company to be looked into as there are numerous awful reviews.Thank you for your time and consideration.Sincerely,[redacted]Desired Settlement: Labor Costs

Business

Response:

Good Afternoon [redacted],