Freedom Autoglass

The cowl on this customer’s vehicle was damaged due to wear and tear before installation of his new windshieldThis was pointed out to the customer during the standard pre-vehicle inspection and the customer asked us to go ahead and perform the installation of the new windshieldThe customer also signed the work order noting the preexisting wear and tearAfter completion of the job, the customer claimed that we further damage the cowl on the vehicleThis is not the case A member of management has gone to inspect the vehicle and attempt to explain to the customer what wear and tear looks like on a cowl as opposed to damage The manager also took the time to walk around the parking lot with the customer and find other vehicles the same make/model/year as this customer’s vehicle and point out the exact same wear and tear to the cowlThe cowl on this particular vehicle tends to warp in the Arizona sun over timeThis is wear and tearThe insurance company, who is paying the bill for this job, will not cover the cost of the cowl as it is wear and tear and not damageWhile Freedom Auto Glass did not damage the cowl and cannot offer to cover the cost of new cowl, in the interest of providing the best possible customer service, if the customer would like to purchase the cowl, Freedom Auto Glass would be happy to come out and install the new one for the customer at no cost (making the standard labor and trip fees free to the customer)

Revdex.com: I have reviewed the response 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 The damage that freedom auto glass installers did to my vehicle includes the neoprene seal which has been sliced several times The auto body shop will need to remove the windshield in order to repair the vehicle Thus far Freedom Auto Glass has acted in bad faith I reported the damages to my vehicle on the day of the install I spoke with [redacted] *from freedom auto glass on the phone and via email correspondence immediately after I inspected the vehicle I went to a repair center that afternoon to as the damages Regards, [redacted] ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The cowl was not damaged before the installation, it was not 100% sticky to the winshield before the installationi was told that they will put it back like the samehowever after the installation of the winshield there were huge gaps(as if some one bend it) in the cowl at multiple placeswhen asked about that they said, they will talk to their manager and try to replace itAfter raising the issue they asked me to sign the document acknowledge the same after installing the winshieldi acknowledged that there are more gaps after installing the winshieldThe Manager/representative who came to check the cowl is saying that these gaps were there before installing the windshieldThis Manager/representative did not know how the cowl was before installing the winshieldHow can this person certify this is how it is before the installationAs a customer I have seen the cowl before and after installation and had a conversation with one of the technician who came to replace the winshield, before and after installation the same and raised my concern about the gaps in the cowl after installing it
Regards,
*** ***

Mr*** called Freedom Auto Glass to replace hiswindshieldWhen filing the claim with the insurance agency, Freedom AutoGlass was informed that the customer has a $insurance deductible.Mr*** never had a confirmed appointment with FreedomAuto Glass, as we did not receive confirmation of
coverage from his insurance.This was explained to Mr*** Mr.*** became very upset over the issue with his insurance companyFreedom AutoGlass offered to call the insurance company, on a three way call, with Mr.*** in an effort to help the customer, who was insisting he did NOT in facthave a $deductableMr*** asked us to call him back between 12pm and 1pm inorder to make this call to his insurance company***, office manager atFreedom Auto Glass tried to call Mr*** twice during the hour he requested acall backMr*** did not answer the phone either timeLater that afternoon,Mr*** called the officeHe spoke with a customer service rep who againoffered to call the insurance company with Mr*** in an attempt to help thecustomerMr*** was incredibly rude to Freedom Auto Glass’ customer servicerepHe was cursing and raising his voiceThe customer service rep was intearsOffice manager, ***, took over the phone callMr*** told theoffice manager that if our employees did not “have the skin” to do their job theyshould not be employed here and proceeded to once again start cursingMr***was politely told that at this point there was nothing we could do to help himand that we would be happy to refer another glass shop for his workMr*** then called back and spoke to the owner of the company.The owner offered to fax all insurance company paperwork we had for Mr***to another glass shop and confirmed with him that we would not be able tocomplete the job for him. No desired resolution was listed in complaint by Mr***and at this point Freedom Auto Glass is confused as to what Mr*** wouldlike for us to do for him

The damage done to Mr*** vehicle has been reported to our office as preexistingMr*** called the office to report the damage on Friday; the day after the job was completed. When Mr*** called he informed Freedom Auto Glass that he already had a quote from *** and
he expected the full amount of the quote to be paid to him in cash, on the spotThis is not something Freedom Auto Glass is willing to doHowever, Freedom Auto Glass is willing to pay to have the damage corrected as a measure of customer serviceThe only quote provided by Mr. *** is excessively highThe quote reflects a cost of $for a new windshield, the exact service Freedom Auto Glass originally offered to provide to Mr*** for a cost of $Mr*** did provide credit card information to pay for the original $agreed upon amount, however, Freedom Auto Glass never processed the credit cardMr*** is able to use the original money he agreed to spend in order to purchase a new windshieldFreedom Auto Glass decided not to charge Mr*** credit card for the job as the customer was not happy with the serviceFreedom Auto Glass is willing to pay *** Collision Center directly for the additional repairs required for his vehicleThis includes the instrument panel, pillars and related labor chargesFreedom Auto Glass would be happy to provide billing information directly to *** Collision Center and help Mr. *** schedule an appointment for the service

You are absolutely right in that your son is a minor and cannotlegally sign a damage waiver, or any other legally binding documentFreedomAuto Glass should have never agreed to do any work to your son’s vehiclewithout an adult present Based on this,we would be happy to replace the antenna on
your son’s vehicleFreedom AutoGlass will be in touch with you today in order to arrange a time to repair the antenna.Please feel free to contact us for any further information

Revdex.com:
I have reviewed the response 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.
The damage that freedom auto glass installers did to my vehicle includes the neoprene seal which has been sliced several times.  The auto body shop will need to remove the windshield in order to repair the vehicle.  Thus far Freedom Auto Glass has acted in bad faith.  I reported the damages to my vehicle on the day of the install.  I spoke with [redacted]. from freedom auto glass on the phone and via email correspondence immediately after I inspected the vehicle.  I went to a repair center that afternoon to as the damages.
Regards,
[redacted]

The cowl on this customer’s vehicle was damaged due to wear and tear before installation of his new windshield. This was pointed out to the customer during the standard pre-vehicle inspection and the customer asked us to go ahead and perform the installation of the new windshield. The...

customer also signed the work order noting the preexisting wear and tear. After completion of the job, the customer claimed that we further damage the cowl on the vehicle. This is not the case.  A member of management has gone to inspect the vehicle and attempt to explain to the customer what wear and tear looks like on a cowl as opposed to damage.  The manager also took the time to walk around the parking lot with the customer and find other vehicles the same make/model/year as this customer’s vehicle and point out the exact same wear and tear to the cowl. The cowl on this particular vehicle tends to warp in the Arizona sun over time. This is normal wear and tear. The insurance company, who is paying the bill for this job, will not cover the cost of the cowl as it is wear and tear and not damage. While Freedom Auto Glass did not damage the cowl and cannot offer to cover the cost of new cowl, in the interest of providing the best possible customer service, if the customer would like to purchase the cowl, Freedom Auto Glass would be happy to come out and install the new one for the customer at no cost (making the standard labor and trip fees free to the customer).

Freedom Auto Glass is committed to customer satisfaction.  We are in receipt of the estimate from [redacted] to have the damage corrected.  It is normally not our policy to pay a customer directly for damage (we normally pay the repair shop directly), however, we are willing to make an exception in order to resolve this matter.  We are willing to send this customer a check for $642.98, which will cover the cost of repairing the instrument panel, pillars, and all related labor charges, and also will cover the fair and reasonable cost of another windshield replacement.  We will await a call from the customer so  we can confirm his acceptance of our offer, as well as his address, to mail the check. We are also happy to help him schedule the appointment for the repair service.

I had my windshield replaced and the company that did that work chipped the cars paint. Isaiah with Freedom Autoglass came out and did an amazing job. I was told it was not possible to repair this chip without repainting the entire side if the car as there is no break point and the paint would never blend. Wrong. Isaiah touched the area up and you cannot tell there was ever any damage. He was very professional and conscientious, even reworked the area because he was not satisfied with the first outcome. I have already, and will continue to recommend these guys for paint repairs. A great experience all around.

The cowl on this customer’s vehicle was damaged due to wear and tear before installation of his new windshield. This was pointed out to the customer during the standard pre-vehicle inspection and the customer asked us to go ahead and perform the installation of the new windshield. The...

customer also signed the work order noting the preexisting wear and tear. After completion of the job, the customer claimed that we further damage the cowl on the vehicle. This is not the case.  A member of management has gone to inspect the vehicle and attempt to explain to the customer what wear and tear looks like on a cowl as opposed to damage.  The manager also took the time to walk around the parking lot with the customer and find other vehicles the same make/model/year as this customer’s vehicle and point out the exact same wear and tear to the cowl. The cowl on this particular vehicle tends to warp in the Arizona sun over time. This is normal wear and tear. The insurance company, who is paying the bill for this job, will not cover the cost of the cowl as it is wear and tear and not damage. While Freedom Auto Glass did not damage the cowl and cannot offer to cover the cost of new cowl, in the interest of providing the best possible customer service, if the customer would like to purchase the cowl, Freedom Auto Glass would be happy to come out and install the new one for the customer at no cost (making the standard labor and trip fees free to the customer).

I have reviewed the response 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.The damage that freedom auto glass installers did to my vehicle includes the neoprene seal which has been sliced several times.  The auto body shop will need to remove the windshield in order to repair the vehicle.  Thus far Freedom Auto Glass has acted in bad faith.  I reported the damages to my vehicle on the day of the install.  I spoke with [redacted]. from freedom auto glass on the phone and via email correspondence immediately after I inspected the vehicle.  I went to a repair center that afternoon to as the damages.

Regards,

Freedom Auto glass did not damage this cowl, the customer acknowledged previous damage. In the last response to the customer we offered to cover the labor on a replacement cowl. While freedom auto glass is not able to offer a new cowl for this customer, we will change our offer to cover both the labor charges and half the cost of a new OEM cowl, in an effort to provide outstanding customer service.

I attempted to call back freedom auto glass with no response

Freedom Auto Glass management went out and inspected this vehicle, as well as took photos. The customer is upset because the glass does not “fit properly” and shows exposed edges of glass on the bottom corners of the glass. The glass edges show because the exterior molding is sun damaged and falling apart. Replacement of this molding is not standard with glass windshield replacement. The customer’s insurance company is paying for this replacement and they are not willing to cover the cost of a new molding as this is standard wear and tear not part of a damage claim. In addition, this molding is no longer made by the manufacturer as the vehicle is fourteen years old and a model that had been discontinued. If Freedom Auto Glass were to grant the customer’s request and replace the glass on the vehicle again we would have the same results and could actually damage the molding further making the problem worse. If the customer can locate and purchase a replacement molding for this vehicle (it would have to be used or searched online as it is no longer produced) Freedom Auto Glass is more than happy to come out and install the replacement molding at no cost to the customer. Another option does not exist in this situation, we can NOT replace the glass again; it would not produce any different results.

Freedom Auto Glass left a message to attempt to schedule an appointment with this customer on 8/27/16. We would like to schedule an appointment for our owner to look at the vehicle. If this vehicle requires a new windshield or anything is wrong with the installation we would be happy to correct the...

problem.

Mr. [redacted] called Freedom Auto Glass to replace hiswindshield. When filing the claim with the insurance agency, Freedom AutoGlass was informed that the customer has a $500 insurance deductible.Mr. [redacted] never had a confirmed appointment with FreedomAuto Glass, as we did not...

receive confirmation of coverage from his insurance.This was explained to Mr. [redacted].  Mr.[redacted] became very upset over the issue with his insurance company. Freedom AutoGlass offered to call the insurance company, on a three way call, with Mr.[redacted] in an effort to help the customer, who was insisting he did NOT in facthave a $500 deductable. Mr. [redacted] asked us to call him back between 12pm and 1pm inorder to make this call to his insurance company. [redacted], office manager atFreedom Auto Glass tried to call Mr. [redacted] twice during the hour he requested acall back. Mr. [redacted] did not answer the phone either time. Later that afternoon,Mr. [redacted] called the office. He spoke with a customer service rep who againoffered to call the insurance company with Mr. [redacted] in an attempt to help thecustomer. Mr. [redacted] was incredibly rude to Freedom Auto Glass’ customer servicerep. He was cursing and raising his voice. The customer service rep was intears. Office manager, [redacted], took over the phone call. Mr. [redacted] told theoffice manager that if our employees did not “have the skin” to do their job theyshould not be employed here and proceeded to once again start cursing. Mr. [redacted]was politely told that at this point there was nothing we could do to help himand that we would be happy to refer another glass shop for his work. Mr. [redacted] then called back and spoke to the owner of the company.The owner offered to fax all insurance company paperwork we had for Mr. [redacted]to another glass shop and confirmed with him that we would not be able tocomplete the job for him. No desired resolution was listed in complaint by Mr. [redacted]and at this point Freedom Auto Glass is confused as to what Mr. [redacted] wouldlike for us to do for him.

I have reviewed the response 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.The cowl was not damaged before the installation, it was not 100% sticky to the winshield before the installation. I was told that they will put it back like the same. however after the installation of the winshield there were huge gaps(as if some one bend it) in the cowl at multiple places. when asked about that they said, they will talk to their manager and try to replace it. After raising the issue they asked me to sign the document acknowledge the same after installing the winshield. I acknowledged that there are more gaps after installing the winshield. The Manager/representative who came to check the cowl is saying that these gaps were there before installing the windshield. This Manager/representative did not know how the cowl was before installing the winshield. How can this person certify this is how it is before the installation. As a customer I have seen the cowl before and after installation and had a conversation with one of the technician who came to replace the winshield, before and after installation the same and raised my concern about the gaps in the cowl after installing it.

Regards,

You are absolutely right in that your son is a minor and cannotlegally sign a damage waiver, or any other legally binding document. FreedomAuto Glass should have never agreed to do any work to your son’s vehiclewithout an adult present.  Based on this,we would be...

happy to replace the antenna on your son’s vehicle. Freedom AutoGlass will be in touch with you today in order to arrange a time to repair the antenna.Please feel free to contact us for any further information.

The damage done to Mr. [redacted] vehicle has been reported to our office as preexisting. Mr. [redacted] called the office to report the damage on Friday; the day after the job was completed. When Mr. [redacted] called he informed Freedom Auto Glass that he already had a quote from [redacted] and...

he expected the full amount of the quote to be paid to him in cash, on the spot. This is not something Freedom Auto Glass is willing to do. However, Freedom Auto Glass is willing to pay to have the damage corrected as a measure of customer service. The only quote provided by Mr. [redacted] is excessively high. The quote reflects a cost of $656.08 for a new windshield, the exact service Freedom Auto Glass originally offered to provide to Mr. [redacted] for a cost of $205.00. Mr. [redacted] did provide credit card information to pay for the original $205 agreed upon amount, however, Freedom Auto Glass never processed the credit card. Mr. [redacted] is able to use the original money he agreed to spend in order to purchase a new windshield. Freedom Auto Glass decided not to charge Mr. [redacted] credit card for the job as the customer was not happy with the service. Freedom Auto Glass is willing to pay [redacted] Collision Center directly for the additional repairs required for his vehicle. This includes the instrument panel, pillars and related labor charges. Freedom Auto Glass would be happy to provide billing information directly to [redacted] Collision Center and help Mr. [redacted] schedule an appointment for the service.