Thanks for your time and understanding, this is my first time going through the process so if there are any additional questions or detail needed please let me know Please find my response to the incident below In September we sent our employees out to install some warranty glass provided by the customerSome misinformation was provided by the installer regarding the quality of the existing productUnfortunately the pricing and glass information provided was part of the misunderstandingI am solely responsible for providing quotes and never provided the $bidI was unaware that my installer made that promise to the customer as I was only told that he had for new glass & installationI discussed with my co-worker if she gave bid and she replied noAfter becoming aware of the situation on 10/I communicated with the customer to apologize and review the situationI went over the ticket and applied a very generous discount to the customer to compensate for my installer making promises, which brought the total to $The installer in question is no longer working for the company due to this incident and a few othersHe was not authorized to approve or give pricing to our customersI told the customer to use existing glass since it didn't cost him anything and it wasn't the inferior product my tech made it out to beIf he installed the existing, the pricing is way below $The customer was unwilling to compromise and the price was too low for me to accommodate even as a customer service gestureWe are very customer service oriented and do everything we can to reach an amicable solution that is agreeable to both parties involved and I regret that in this situation the customer did not feel that wayI apologize that the customer was misinformed by a representative of our company that was not authorized to make the promises he did Colorado glass has been in business over years without any incidents of this natureWe strive to provide exemplary customer service in every transaction and would like to avoid an isolated occurrence having any impacts on the companyHopefully this explains the transactions that took place and I look forward to hearing your feedback
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response from Colorado Glass for several reasons...
1. In September when their employees come to install the warranty glass and I was told it was an inferior quality glass. The installer, [redacted], told me I would not be satisfied since the glass was not low E glass and that I should let him get a quote for what it would cost to get low e glass from Colorado Glass and install that instead. I waited and listened (he had the call on speaker phone) as he called into the office to get prices on low e glass from Colorado Glass. I was even late for a conference that day due to waiting around for that phone call to finish with the quote and to give my approval. As Colorado Glass stated, I was unwilling to accept their new and significantly more expensive quote ($1869.84 for NON Low E Glass) weeks later since by that time I had already waited for the glass for 6 weeks after listening to them give the prices over the phone initially in September for Low E glass at $1,500 installed.
2. Customer service: I would say that is lacking with this company as I was put on hold every time I called in and told I would be called back 'once they located my info' only to never receive a call... I always had to call back to try to get an answer only to be told by CO Glass they would have to look up the info and call me back.
3. Regarding the now former employee... [redacted] was the employee that came out in September. As it became apparent to me that Colorado Glass would most likely not stand behind the quote I heard on the call, I Google searched [redacted]'s name as I had asked his first and last name when he came out. The first thing that came up is his mug shots as he has had multiple run ins with the law and he is NOT a former Navy Seal. It took me less than 60 seconds to find this info and I am shocked Colorado Glass would not do a simple Google search of prospective employees prior to hiring them and sending them into customers homes. Glad I was the one home when he was there and didn't have a known con-man in a house alone with my wife and kids.
Given the claims by CO Glass that they "strive to provide exemplary customer service and haven't had any incidents in 12 years", I am surprised that upon receiving this Revdex.com complaint they didn't pick up the phone to even try to speak with me.
I hope this explains why I do not accept their response.
Thanks for your time and understanding, this is my first time going through the process so if there are any additional questions or detail needed please let me know.
Please find my response to the incident below
In September we sent our employees out to install some warranty glass provided by...
the customer. Some misinformation was provided by the installer regarding the quality of the existing product. Unfortunately the pricing and glass information provided was part of the misunderstanding. I am solely responsible for providing quotes and never provided the $1500 bid. I was unaware that my installer made that promise to the customer as I was only told that he had 1500 for new glass & installation. I discussed with my co-worker if she gave bid and she replied no. After becoming aware of the situation on 10/13 I communicated with the customer to apologize and review the situation. I went over the ticket and applied a very generous discount to the customer to compensate for my installer making false promises, which brought the total to $1869.84. The installer in question is no longer working for the company due to this incident and a few others. He was not authorized to approve or give pricing to our customers. I told the customer to use existing glass since it didn't cost him anything and it wasn't the inferior product my tech made it out to be. If he installed the existing, the pricing is way below $1500. The customer was unwilling to compromise and the price was too low for me to accommodate even as a customer service gesture. We are very customer service oriented and do everything we can to reach an amicable solution that is agreeable to both parties involved and I regret that in this situation the customer did not feel that way. I apologize that the customer was misinformed by a representative of our company that was not authorized to make the promises he did.
Colorado glass has been in business over 12 years without any incidents of this nature. We strive to provide exemplary customer service in every transaction and would like to avoid an isolated occurrence having any impacts on the company. Hopefully this explains the transactions that took place and I look forward to hearing your feedback.
Thanks for your time and understanding, this is my first time going through the process so if there are any additional questions or detail needed please let me know Please find my response to the incident below In September we sent our employees out to install some warranty glass provided by the customerSome misinformation was provided by the installer regarding the quality of the existing productUnfortunately the pricing and glass information provided was part of the misunderstandingI am solely responsible for providing quotes and never provided the $bidI was unaware that my installer made that promise to the customer as I was only told that he had for new glass & installationI discussed with my co-worker if she gave bid and she replied noAfter becoming aware of the situation on 10/I communicated with the customer to apologize and review the situationI went over the ticket and applied a very generous discount to the customer to compensate for my installer making promises, which brought the total to $The installer in question is no longer working for the company due to this incident and a few othersHe was not authorized to approve or give pricing to our customersI told the customer to use existing glass since it didn't cost him anything and it wasn't the inferior product my tech made it out to beIf he installed the existing, the pricing is way below $The customer was unwilling to compromise and the price was too low for me to accommodate even as a customer service gestureWe are very customer service oriented and do everything we can to reach an amicable solution that is agreeable to both parties involved and I regret that in this situation the customer did not feel that wayI apologize that the customer was misinformed by a representative of our company that was not authorized to make the promises he did Colorado glass has been in business over years without any incidents of this natureWe strive to provide exemplary customer service in every transaction and would like to avoid an isolated occurrence having any impacts on the companyHopefully this explains the transactions that took place and I look forward to hearing your feedback
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response from Colorado Glass for several reasons...
1. In September when their employees come to install the warranty glass and I was told it was an inferior quality glass. The installer, [redacted], told me I would not be satisfied since the glass was not low E glass and that I should let him get a quote for what it would cost to get low e glass from Colorado Glass and install that instead. I waited and listened (he had the call on speaker phone) as he called into the office to get prices on low e glass from Colorado Glass. I was even late for a conference that day due to waiting around for that phone call to finish with the quote and to give my approval. As Colorado Glass stated, I was unwilling to accept their new and significantly more expensive quote ($1869.84 for NON Low E Glass) weeks later since by that time I had already waited for the glass for 6 weeks after listening to them give the prices over the phone initially in September for Low E glass at $1,500 installed.
2. Customer service: I would say that is lacking with this company as I was put on hold every time I called in and told I would be called back 'once they located my info' only to never receive a call... I always had to call back to try to get an answer only to be told by CO Glass they would have to look up the info and call me back.
3. Regarding the now former employee... [redacted] was the employee that came out in September. As it became apparent to me that Colorado Glass would most likely not stand behind the quote I heard on the call, I Google searched [redacted]'s name as I had asked his first and last name when he came out. The first thing that came up is his mug shots as he has had multiple run ins with the law and he is NOT a former Navy Seal. It took me less than 60 seconds to find this info and I am shocked Colorado Glass would not do a simple Google search of prospective employees prior to hiring them and sending them into customers homes. Glad I was the one home when he was there and didn't have a known con-man in a house alone with my wife and kids.
Given the claims by CO Glass that they "strive to provide exemplary customer service and haven't had any incidents in 12 years", I am surprised that upon receiving this Revdex.com complaint they didn't pick up the phone to even try to speak with me.
I hope this explains why I do not accept their response.
Thanks for your time and understanding, this is my first time going through the process so if there are any additional questions or detail needed please let me know.
Please find my response to the incident below
In September we sent our employees out to install some warranty glass provided by...
the customer. Some misinformation was provided by the installer regarding the quality of the existing product. Unfortunately the pricing and glass information provided was part of the misunderstanding. I am solely responsible for providing quotes and never provided the $1500 bid. I was unaware that my installer made that promise to the customer as I was only told that he had 1500 for new glass & installation. I discussed with my co-worker if she gave bid and she replied no. After becoming aware of the situation on 10/13 I communicated with the customer to apologize and review the situation. I went over the ticket and applied a very generous discount to the customer to compensate for my installer making false promises, which brought the total to $1869.84. The installer in question is no longer working for the company due to this incident and a few others. He was not authorized to approve or give pricing to our customers. I told the customer to use existing glass since it didn't cost him anything and it wasn't the inferior product my tech made it out to be. If he installed the existing, the pricing is way below $1500. The customer was unwilling to compromise and the price was too low for me to accommodate even as a customer service gesture. We are very customer service oriented and do everything we can to reach an amicable solution that is agreeable to both parties involved and I regret that in this situation the customer did not feel that way. I apologize that the customer was misinformed by a representative of our company that was not authorized to make the promises he did.
Colorado glass has been in business over 12 years without any incidents of this nature. We strive to provide exemplary customer service in every transaction and would like to avoid an isolated occurrence having any impacts on the company. Hopefully this explains the transactions that took place and I look forward to hearing your feedback.