Auto Glass Plus Inc

To Revdex.com re: complaint# [redacted] It took awhile to track down this invoice as the customer used a different name when working with our business and the invoice had been voided with all monies returned. The original invoice is attached for your records. The customer called with an emergency situation....

His passenger rear window was not operating and he was going out of town. We scheduled him for an appointment to inspect his door mechanism. His vehicle's, an2007 BMW 328, door vapor shield is attached with a very aggressive adhesive. It did tear when removed, but this is not unusual nor was it malicious, when reattached black duct tape is the normal simple solution. He had a broken door regulator. We explained that we could access an aftermarket regulator or he could wait until he arrived at his new location and order an OEM. He opted for an aftermarket. We installed an aftermarket regulator, tested it and it operated fine. He left and used the window and it did not consistently operate. He returned, we did further testing and agreed that the regulator did not consistently operate properly. Normally we would order an OEM regulator and switch it out at no additional labor, but just the cost difference between the parts. This was not possible as he was going out of town, so we had to remove the aftermarket regulator for return. We put the old parts in his trunk and secured the glass in the up position. I am not sure what happened to the missing screws. They should have still been on the old regulator. They are just a simple 10mm nut. Any glass shop that replaces regulators should have ready access to them. We, of course, explained that we would refund the cost of the part, but asked if we could charge our normal diagnostic fee. The customer then haughtily replied. "If you do that I will just set up a protest with my credit card company". His attitude was surprisingly aggressive. We completely refunded his money. We had worked him into our schedule to "diagnose his door problem". We attempted to solve his problem, and when unsuccessful refunded his money. Our shop absorbed 3 hours of unreimbursed labor. We tried to maintain a professional attitude with a very passive aggressive self absorbed gentleman. Yes, one of our workers did "storm out" of the office, and I applaud her choice. It is better to walk away, than let a customer escalate the situation. I remained to follow through. Actually, I am very surprised and disappointed by this complaint I still have to wonder---why does this customer go by two different names? Pam S[redacted] Auto Glass Plus
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]