Initial Business Response /* (1000, 6, 2016/01/16) */
Contact Name and Title: Todd D[redacted]/owner
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@bellsouth.net
Yes I would like to respond to this claim. We do have a life time warranty on our work. Anything that we do if it is neglect or...
installer error we stand behind. Always have and always will. But anything that strikes the glass or damages the glass outside of that is not covered by our warranty or any other glass company to my knowledge. This windshield was installed 3/16/2014. The break occurred sometime around the middle of December 2015. The mirror tab( the peice that holds the rear view mirror to the glass) comes pre set on the glass from the manufacturer of the glass. We did not install that part on her glass so it was not anything that the installer could have done to create the problem. When a mirror tab turns loose from the glass it can not take a chunk of glass out! One of a couple of things happens, either the glue turns loose from the glass which allows the mirror and tab to fall cleanly from the glass, (generally happens in the summer when the glass gets very hot). The second is if the mirror is hit or pulled off. The mirror itself does not way enough by itself to pull off and take a chunk of glass with it. The car manufacturers regulates the size and weight of the rear view mirror, not the glass companies. These are all things that I tried to explain to this customer as well as her son. The windshield made it almost two years with the mirror being adjusted and moved as well as it made it through two hot summers. I tried to explain to the customer that the windshield could have been hit earlier and put a small crack in the glass and when the temperature changed at night made the small crack run and the mirror fell off. So the incident that started the problem did not have to happen the same night that the mirror fell off. It could have been several days before the night she actually found it off. I noted to her of some car manufacturers who have had problems with tabs and their glue releasing. In all of those cases to my knowledge none have resulted in a glass chunk coming out of windshield. It just isn't physically possible. There has to be a greater force than just the weight of the mirror to pull a chunk of glass out of a windshield. I told the customer if this was a something that we did I would be more than willing to fix it but this was not and I was very sorry but based on what she and her son had told me and my 30 years of experience this was not a warranty issue. We have always and do always go out of our way to take care of our customers and I feel that our record speaks to that. I understand her frustration, but just as she said she can not afford to replace the windshield I have to have guidelines to stay in business and I feel I tried to explain this professionally and correctly to someone who did not want to listen. I am always open to learning more about my trade. If someone can show me were I have told this customer anything incorrect I would be open minded to hear it. Thank you.
Initial Consumer Rebuttal /* (2000, 8, 2016/01/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am accepting their response because I also couldn't believe that when the mirror came off it would have been possible to take a chunk out of the glass like it did. With that being said I got out of my car at home for about 45 minutes and when I went back out to get in the car the mirror was sitting in my drivers seat and the glass had a chunk taken out of it where it came off. My problem is that by telling me that someone had to have "done" it is the same thing as saying that my description of the event was not true therefore the same thing as calling me a liar and I had described the event 100% accurately the way it happened. I did end up having my windshield replaced by another glass company this time. I am letting this go because my son ended up paying to have the windshield replaced so now in hindsight it is possible that he may have done it at some previous time and had put it back up there the best he could and it just came off that morning. It is possible that happened although I don't know for sure but I agree it doesn't seem physically possible that it just came off and took a chunk of glass with it. I will apologize to Dean's Glass if this complaint is in error on my part and at the same time I told him the truth from my end which was the only truth I knew and nobody likes to be called a liar.
Initial Business Response /* (1000, 6, 2016/01/16) */
Contact Name and Title: Todd D[redacted]/owner
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@bellsouth.net
Yes I would like to respond to this claim. We do have a life time warranty on our work. Anything that we do if it is neglect or...
installer error we stand behind. Always have and always will. But anything that strikes the glass or damages the glass outside of that is not covered by our warranty or any other glass company to my knowledge. This windshield was installed 3/16/2014. The break occurred sometime around the middle of December 2015. The mirror tab( the peice that holds the rear view mirror to the glass) comes pre set on the glass from the manufacturer of the glass. We did not install that part on her glass so it was not anything that the installer could have done to create the problem. When a mirror tab turns loose from the glass it can not take a chunk of glass out! One of a couple of things happens, either the glue turns loose from the glass which allows the mirror and tab to fall cleanly from the glass, (generally happens in the summer when the glass gets very hot). The second is if the mirror is hit or pulled off. The mirror itself does not way enough by itself to pull off and take a chunk of glass with it. The car manufacturers regulates the size and weight of the rear view mirror, not the glass companies. These are all things that I tried to explain to this customer as well as her son. The windshield made it almost two years with the mirror being adjusted and moved as well as it made it through two hot summers. I tried to explain to the customer that the windshield could have been hit earlier and put a small crack in the glass and when the temperature changed at night made the small crack run and the mirror fell off. So the incident that started the problem did not have to happen the same night that the mirror fell off. It could have been several days before the night she actually found it off. I noted to her of some car manufacturers who have had problems with tabs and their glue releasing. In all of those cases to my knowledge none have resulted in a glass chunk coming out of windshield. It just isn't physically possible. There has to be a greater force than just the weight of the mirror to pull a chunk of glass out of a windshield. I told the customer if this was a something that we did I would be more than willing to fix it but this was not and I was very sorry but based on what she and her son had told me and my 30 years of experience this was not a warranty issue. We have always and do always go out of our way to take care of our customers and I feel that our record speaks to that. I understand her frustration, but just as she said she can not afford to replace the windshield I have to have guidelines to stay in business and I feel I tried to explain this professionally and correctly to someone who did not want to listen. I am always open to learning more about my trade. If someone can show me were I have told this customer anything incorrect I would be open minded to hear it. Thank you.
Initial Consumer Rebuttal /* (2000, 8, 2016/01/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am accepting their response because I also couldn't believe that when the mirror came off it would have been possible to take a chunk out of the glass like it did. With that being said I got out of my car at home for about 45 minutes and when I went back out to get in the car the mirror was sitting in my drivers seat and the glass had a chunk taken out of it where it came off. My problem is that by telling me that someone had to have "done" it is the same thing as saying that my description of the event was not true therefore the same thing as calling me a liar and I had described the event 100% accurately the way it happened. I did end up having my windshield replaced by another glass company this time. I am letting this go because my son ended up paying to have the windshield replaced so now in hindsight it is possible that he may have done it at some previous time and had put it back up there the best he could and it just came off that morning. It is possible that happened although I don't know for sure but I agree it doesn't seem physically possible that it just came off and took a chunk of glass with it. I will apologize to Dean's Glass if this complaint is in error on my part and at the same time I told him the truth from my end which was the only truth I knew and nobody likes to be called a liar.