East Texas Christian Academy

On July 7, 2017 we put a toyota windshield in a toyota FJ Cruiser. I was contacted by the sister of *** *** (he had passed away) The sister's name is *** *** (administrator of *** ***'s estate) *** *** stated that her brother *** *** was
going to buy the FJ Cruiser and wanted a toyota windshield put back into the vehicle, there was NO mention of Toyota mouldings. The insurance company (***) would only authorize an aftermarket windshield;, I contacted the insurance company, who stated that if a toyota windshield was wanted , that the customer would have to pay the difference.I called *** *** and gave her the price difference; she stated that the aftermarket mouldings would be fine. *** *** then called and put the difference of $on his visaThe insurance company paid the amount of $695.60.The windshield mouldings were ordered from *** *** *** (who we have dealt with for over years.)The windshield was installed on the vehicle here in Wise, Virginia on July 7, 2017; three months later Miss *** and Mr *** came to Virginia and drove the vehicle back down to ***.When Miss *** called on October 6, ,she stated that the top moulding **ew off while they were traveling on the interstate. She was rude and demanded that a new moulding be overnitghted to her, since the vehicle was at a toyota dealer any way for service.I advised her that as soon as the replacement part was here , I would ship it to herShe demanded a factory moulding; I explained to her that the mouldings were from *** *** ***, and that I would re order one;.since the toyota windshield was the ONLY toyota part that was requested. We have no way of knowing if the vehicle was used or if anyone tried to manipulate the mouldings in anyway before Miss *** and Mr*** *** came to pick it upThe vehicle was at one of their niece's homes until it was picked up by them October 6, 2017.The niece lives here on *** *** *** here *** ***I sent the new top moulding to Miss *** as soon as it arrived here at our shop ( we get deliveries from *** *** *** every evening.) I sent the part by UPS.Thank You***

I have reviewed the response offer made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Monday October 9th – Outgoing call to Wise Glass 12:34 PM - 1 min 47 secI called [redacted] at Wise Glass.  I told [redacted] that I wanted a factory Toyota molding part, she asked for the total cost of which I gave her an estimate of ~$349.  She wanted to know if that was the total price with the tax and everything and I told her I didn’t know.  She advised she wanted to give [redacted] at the ** Toyota dealership a call to review the price.  I advised to [redacted] that I wanted the ** Toyota dealership to order the part and do the work and that I wanted Wise Glass to reimburse me as this would be the fastest repair route.She had told me Wise Glass would not be willing to reimburse the labor portion which I was fine with. I informed her that I wanted a new factory part and the reimbursement for that.  Alternatively, I told her that if Wise Glass had to order the part then I’d like for the part to be ordered by Wise Glass and sent VA Toyota dealership to ** Toyota dealership next day air so the car wouldn’t sit there for a week without the part and me without a car (also knowing that Next Day Air service is really 2 days from their remote area of VA). I also informed her that I would be bringing in the car to a Toyota dealership for an overall inspection since it was new to me and by ordering the part and having it sent to ** Toyota dealership that it would save multiple trips for service I wanted done on the car and for the molding repair.[redacted] at Wise called back (1:52pm) and advised she left [redacted] (Service advisor from Toyota ** dealership) a message and was waiting for a call back regarding the cost of the part and to obtain their mailing address. Tuesday October 10th – I missed a call from Wise Glass at 2:27pm – I made Outgoing call to Wise Glass at 2:31 pm – 5 mins 10 secs.  I spoke with [redacted] again  - same message was delivered to her that I wanted a factory new part.  Again I asked her to ship next day air so the repair could be done while car was at the dealership.    [redacted] at ** Toyota dealership advised he contacted Wise Glass to provide them with his dealership address and they hadn’t contacted him back to obtain the mailing address. Thurs October 12th - Outgoing call made to Wise Glass 5:50pm – no response Friday October 13th – outgoing call 10:10 am 2 mins 29 secs - Still no part received – spoke to [redacted] and requested a tracking number.  She advised she would call back with a tracking number.  I again directly questioned if this was an aftermarket part.  [redacted] refused to answer my direct questions.  Her response was to ignore my questions. At this point I suspected Wise glass was trying to pawn off sending an aftermarket part.   I advised that I did not want an aftermarket part and expressed my concern as to why Wise Glass couldn’t just order the part from Toyota and have it sent to the Toyota dealership in **.  She advised that the part would need to be sent to them and then they would forward it to **.  I explained this didn’t make any sense that Toyota to Toyota delivery should be fine and there was no need for Toyota to send to her and then her send to me and then for me drive the part to the ** Toyota dealership.  When I questioned why this wasn’t communicated to me earlier in the week, I received no response and my question was ignored.  When I asked her why she would not respond to my direct questions she just restated she’d call back with the tracking number and hung up on me.  Monday Oct 16th - No call back received from Wise glass with the tracking number I requested.  I called [redacted] at Wise glass and requested the tracking number and the status on the part – no return call received Tuesday October 17th - Package was delivered to [redacted] home 2:47 pm Wednesday October 18thCustomer went to ** Toyota dealership where [redacted] verified it was indeed an aftermarket part.  At this point as my car had been waiting on this part for well over a week, I advised [redacted] at ** Toyota to order a factory part and install it.  I paid $280.65 for this part and that is the amount I’m seeking My complaint is Tri-fold.  1)      Never during any of my conversations did Wise Glass tell me they would not next day air the part nor did they tell me that they could not send the part directly to Toyota until well after the initial conversation. They had an obligation to set expectations if what I was communicating and requesting  was a misunderstanding and they failed to do that. They led me to believe they would and were complying with my requests.2)      They also were well aware I did not want an aftermarket part from our very first conversation yet when questioned as to why the back and forth and why they couldn’t send part VA Toyota to ** Toyota direct they just advised they wanted to inspect the part first prior to sending to me.  I was lied to and my questions were ignored and averted.  In the end they sent me an aftermarket part which I didn’t want. 3)      They wasted well over a week my time and caused extreme inconvenience when all along they knew they were sending an aftermarket part yet refused to disclose that to me.  By the time the aftermarket part was delivered and I had to get a new part ordered at the ** Toyota and installed it was 2 weeks without my vehicle. The receipt that I have shows they replaced the windshield only and NOT the molding; therefore, Wise Glass only replaced the windshield.  This was indeed the original factory molding that was on the vehicle at the time the vehicle was brought in for the windshield replacement and not an aftermarket.  If the molding was replaced as Wise Glass stated it was replaced with aftermarket molding then it should be listed as a charge out item on the receipt and it isn’t.  This is proof the old factory molding was reused as well as the molding clips.  The reason it flew off is because Wise Glass reused the molding clips which is an incorrect installation method per [redacted] at Toyota (phone # [redacted]).  My expectation is that Wise Glass pay for the new Toyota factory part (no labor as agreed). I feel this is fair for them to replace the part with a factory part which is what was on the vehicle at the time they made the windshield replacement.  My compromise to Wise Glass was to not have them pay for the labor which was $80.  At this point, this entire cost of $360.65 has been incurred by me ($280.65 part + $80 labor). I still have the part from Wise Glass in the box it was mailed to me in. I will return the part (at the expense of Wise Glass) to Wise glass upon receipt of reimbursement so they can get the cost of the aftermarket part reimbursed to them. I don’t understand what the issue is. I was the one without a vehicle for 2 weeks because of how they handled this situation.  The new part is $280.65 – once they take back the aftermarket part and receive a credit from [redacted], they are probably even or near even on their outlay of cost for this incident. I am very disappointed in the service received from Wise Glass.  Probably tops the worst customer service I’ve received anywhere which is reflected again in the month it took them to respond to the Revdex.com. Thank you [redacted]   
Regards,
Sheri [redacted]