Central Oregon Glass Inc

RE: *** To Whom It May Concern: Let’s establish areas of agreement between the customer and Central Oregon Glass: 1) The customer’s van was brought to Central Oregon Glass for a driver’s side door glass replacement2) The glass was replaced3) The customer returned for the van and, having
come into the office to get the key, returned right away to say that the door wouldn’t latch4) The body shop to which the customer took the van for repair of the broken door handle said that the handle broke because the van is older and the hinges on the door are worn out, causing the handle/latch to hit the jamb every time the door was shut, eventually breaking itThis is what the body shop owner told me caused the breakage and he said that he was going to tell the van owner the same thingNeither I nor the owner was present at the time of pick-up, so all viewpoints rely upon company employee statements and statements of friends or relatives who picked up the vehicleWhere we disagree: 1) The Central Oregon Glass employee states that the door handle worked at all times during the glass replacement processThe customer’s representatives say that the handle was broken when they arrived at the shop to pick up the van2) The customer’s representative’s say that Central Oregon Glass employees said the company would pay for the door handle repairCentral Oregon Glass employees deny this commitment was made(They did give the customer’s representative’s the name of an auto body shop that they had used recently that they were happy with.) Consider this illustration: suppose the same customer took the same van to a *** ***-like shop for an oil changeAt the completion of the work, the van is pulled out of the bay by an employee, the employee holds the door for the vehicle owner while he gets into the van and when the owner puts the van into gear, the transmission won’t workThe car won’t moveThe shop didn’t service the transmission, so they did nothing to cause the failureIt just “went”Should they be held financially responsible for the transmission repair? Even if the transmission went out as the employee was pulling it out of the bay, would that be the company’s responsibility? Clearly they didn’t cause the damage, but they did possess the vehicle at the moment of failure, a failure that all would agree was caused by long-term use, not by driving the car out of a service bayAnd what if the transmission fluid hadn’t been changed for 100,miles? Would that change the calculus in assigning responsibility? Here we have an older vehicle in poor conditionSpecifically, the door hinges are much worn and are causing repeated impact to the door handle and door jamb when closingThe handle broke at the time of return of the vehicle from Central Oregon Glass to the customerThe customer says that the damage was done before they took the car backThe service technicians vehemently disagree with this assertionMy belief is that none of this really matters since the fact that the handle broke because the door hinges were in poor condition is not disputed by anyoneNo matter who did the fatal door closing, they did nothing wrong and aren’t responsible for the damageThe condition of the vehicle is the cause of the damage and that condition is obviously the owner’s responsibilityHowever, there is a final factor that informs my responseWhile the vehicle owner came in with what I am confident is a wrong fact set and a wrong interpretation of what those facts mean in terms of responsibility for the damage and its cost, something else happened at that timeIn his or her statement, the author of the Revdex.com complaint, who is not the owner of the vehicle with whom I spoke, stated that he or she “paid for it” (the glass replacement) and leftIn fact, they didn’t pay for itWhen the owner came in the next day, despite the fact that I had to be stern in disputing his version of events, that I had to be firm in refusing to pay for damage that we’d not caused and not offered to pay and that I was approaching the point of needing to ask him to leave, he sat outside for a few minutes and then came back in and paid his bill in fullThat tells me two important thingsFirst, it tells me that he wasn’t just trying to get away without paying his bill, something that happens infrequently, but often enough that it comes to mind when people register unlikely complaints about products or services providedSecond, it tells me that despite the fact that I’m sure the vehicle owner is wrong on the facts as well as the interpretation of those facts as they apply to this situation, he does believe that he is rightIn other words, while I believe that he’s doing the wrong thing, I believe that he is doing the wrong thing for the right reasonsI think he has integrityFor that reason, I intend to reimburse the vehicle owner half of the repair cost, $Respectfully, David U*** Central Oregon Glass

Complaint: [redacted]
I am rejecting this response because: As a business that is to be respected you would think that they would have the decency to tell the truth.  In the letter that the owner of Central Oregon Glass turned in he said, "In fact, they didn't pay for it. When the owner came in the next day, despite the fact that we'd not caused and not offered to pay and that I was approaching the point of needing to ask him to leave, he sat outside for a few minutes and then came back in and paid his bill in full". This is a false statement; we clearly have a receipt of the date of the window being fixed, as should he. If he truly knows nothing about what happened or anything about his business, then what is he doing trying to run his own business? If a business can't take responsibilities for accidents that can occur on the job, then what kind of business is that? He said he had to be stern when trying to talk to us. By stern, does he mean just verbally attacking us and not listening to us at all nor returning are calls that we left for him 3 days prior? Because that is what happened. 
I told him that we were not there to get a free window (which he so strongly disagrees with) and that all we wanted was for him to have fixed what his business broke. 
We have proof that we paid for it on 9/04/15 and we filed our complaint after trying to talk to him on 9/20/15, So saying that we paid the full amount after talking to him is a lie, as stated before.
If all the employees are willing to lie it could mean a few things:
1) They are afraid to lose their jobs so they will say whatever he wants them to say
2) He told them to lie because he doesn't want to own up to being wrong himself
3) He doesn't care about his business and customers
4) The integrity of the company is questionable
He also said the owner was not there on the drop off or the pick up, which is another lie. We also have proof of who owns the van and who dropped it off, picked it up, and paid for it.  So saying that the owner wasn't there and it was just family members is another lie. I, [redacted], was present for the drop off and pick up.
After talking to his employees he finally recognized that the door worked just fine when we brought it in. (In his letter) But when we went to talk to him, he kept saying it was broken when we brought it in. How is it that it work just fine when we dropped it off and when we showed up it didn’t? We could not even leave the parking lot because the door would not shut?  We then sat there for 1 hour why they tried to fix the door. His employees then told us to take our vehicle to the [redacted] and tell them we were sent by them. We have had the same mechanic for the last 8 years or so, we would not just go to some random shop to have it fixed, when we have a mechanic that we have trusted for so long. Going to a random mechanic does not make sense to do unless we had been told to do so. Central Oregon Glass is blatantly lying, which seems to be a company motto.
We talked to the mechanic and he stated that just because the vehicle was old, does not make things on the vehicle just snap in half and break all on their own.  He also stated that the owner of Central Oregon Glass was ranting and raving in his shop and he did not want to deal with him any longer.
I won’t comment on the "illustration" as it doesn't make any sense to the situation, unless he is using that to make himself feel better for his actions thus far.   
What I don't understand is how he can say that damage was done before we brought it in. If that was the case then he contradicts himself by saying in the beginning that "1) The Central Oregon Glass employee states that the door handle worked at all times during the replacement process." If the handle worked when we brought it in then it clearly was not broken when we brought it in. 
He claims that they only gave us a name of the body shop they recently used, but never told us to tell them they sent us. That seems a little off. That's like them telling us "Here, the door broke when we were fixing the window. So you can go to this body shop because we went there before and they were good." If they told us that we would have filed this complaint a lot sooner.
The day my brother and husband went to talk to the owner of Central Oregon Glass about the van since he would not return are calls, We also picked up a small dresser that they were replacing some glass in at the same time as the van but didn't have it done yet. After the argument with him, I still had to go back in and pay for the small dresser and pick it up. The lady told us just to take it, but I told her that I would not do that because that is not right. We have the receipt for that as well $20.00. We were not and are still not after a free window.
This is no longer just about the window/door but more on the lines of the integrity and honesty of the business. They have told many lies already and continue to do so.  This is not proper business etiquette and puts a bad image on local small business as well and are small community .
If a business can blatantly lie about what happened and refuse to acknowledge the customer, then I feel as if I am letting him take advantage of me. If I were to accept his offer on only half of the payment then I would be letting him get away with lying. As a customer and local resident I cannot allow that to happen. He should be responsible for not only his actions, but his employee’s actions as well.
For this reason I am respectfully declining his offer.
Sincerely, [redacted]