Auto Glass Plus

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 returnedThe original invoice is attached for your recordsThe customer called with an emergency situation His passenger rear window was not operating and he was going out of townWe scheduled him for an appointment to inspect his door mechanismHis vehicle's, anBMW 328, door vapor shield is attached with a very aggressive adhesiveIt did tear when removed, but this is not unusual nor was it malicious, when reattached black duct tape is the simple solutionHe had a broken door regulatorWe explained that we could access an aftermarket regulator or he could wait until he arrived at his new location and order an OEMHe opted for an aftermarketWe installed an aftermarket regulator, tested it and it operated fineHe left and used the window and it did not consistently operateHe returned, we did further testing and agreed that the regulator did not consistently operate properlyNormally we would order an OEM regulator and switch it out at no additional labor, but just the cost difference between the partsThis was not possible as he was going out of town, so we had to remove the aftermarket regulator for returnWe put the old parts in his trunk and secured the glass in the up positionI am not sure what happened to the missing screwsThey should have still been on the old regulatorThey are just a simple 10mm nutAny glass shop that replaces regulators should have ready access to themWe, of course, explained that we would refund the cost of the part, but asked if we could charge our diagnostic feeThe customer then haughtily replied"If you do that I will just set up a protest with my credit card company"His attitude was surprisingly aggressiveWe completely refunded his moneyWe had worked him into our schedule to "diagnose his door problem"We attempted to solve his problem, and when unsuccessful refunded his moneyOur shop absorbed hours of unreimbursed laborWe tried to maintain a professional attitude with a very passive aggressive self absorbed gentlemanYes, one of our workers did "storm out" of the office, and I applaud her choiceIt is better to walk away, than let a customer escalate the situationI remained to follow throughActually, 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 ***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***