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Gately Funeral Service, Inc.

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Reviews Gately Funeral Service, Inc.

Gately Funeral Service, Inc. Reviews (6)

Complaint: ***I am rejecting this response because: The response from Reliable Auto Glass has multiple liesI never mentioned not having time on the day I brought it backI said I wanted it done right whatever was needed and that I would wait for as long as it tookI specifically told the worker that I would rely on their professional judgment to do what was best to be sure I would not have to come back a third timeWhen I spoke with *** after having spoken with another employee (who said she could only refund the labor and that I would have to return the windshieldand then what? Drive away without one?) *** mentioned that the employee I spoke with did not know what she was talking about and was fired after three days working there and that the only offer *** had for me was to have me come back in a third time so they could try againI asked what kind of discount/refund they would give for all this trouble if I did come in for a third time and she said she would have to check with the owner before confirming any refund or discountI scheduled the third visit with her and said I would attend that appointment if she called me back to confirm in the coming days, before the appointment, to let me know what refund/discount would be offered/approved by the ownerThere was nearly a week between that call and the scheduled appointment and she never called backSo I did not go to the third appointment as they had not kept their word numerous timesTo be clear, I treated the car with utmost care after and since the original appointmentNo slamming doors, no car wash or moisture, etc... Sincerely,*** ***

I have contacted Mr*** and notified him that I would discuss the situation with Mike and get back to himI have been out of town and told Mr *** that I would be contacting him on MondayAfter discussing this customer with MrAndrews, he informed me that when we ordered the dealer glass
for MrBarbers car, it came in distortedThis can happen with glass and sometimes is not really noticeable until the glass is in the carWe then assured Mr*** that we would order another dealer glass and replace it at no charge, as we warranty our work as long as the customer owns the vehicleWhen the new dealer glass came in it too was distorted, although not as much
When we have ordered more than one piece of glass, especially form the dealer and we find the same issues with each piece of glass we can with good certainty determine that they have produced a bad batch of glass (again, this happens sometimes, even with dealer glass)We explained this to Mr*** and told him that we could continue to put new glass in his car but would most likely not get any good glass until they produced another batchGiven MrBarbers car is not extremely common we estimated that it would be a few months before a new batch would be available and that at that time we would order a new windshield and install it in his carWe were willing to fix the issue as soon as we could get glass from the dealer that was not distorted
After installing the second piece glass which was not that badly distorted, Mr*** insisted we no longer work on his vehicle and demanded his money backThe problem is that his glass was pretty expensiveIf we were to accommodate MrBarbers request he would in essence be getting a free windshield and we would be out the cost of his windshield plus laborIf Mr*** had allowed us to get a new windshield from a new batch and then we could return the distorted one, we would then hopefully at least cover our costsWe were willing to work with Mr*** and even assured him that even if he went to go to another glass company right away he would probably still get a distorted piece of glasswhen customers’ requests dealer glass it only comes from the dealerTherefore, any other shop would have gotten glass from the same batch we didWhen we use aftermarket we can order from the multiple different aftermarket brands to get away from a bad batchMr*** wanted dealer glass so the only thing we could do was wait
We understand MrBarbers dissatisfaction, as we have found that the product that is available to us these days, including dealer glass, is of lesser and lesser qualityWe however, are always willing to work with our customers to make things rightBut sometimes we find that some customers just want to get things for freeWe would be happy to order another windshield for MrBarbers vehicle, hopefully there is a new batch out and we can get a dealer windshield that is not distorted, and if not, continue to try until there isHowever unless Mr*** wants to come down to our shop and have us remove the windshield we installed in his car so that we can return it, we cannot issue a full refundIf he would like to go to another shop to have his windshield replace, we would be happy to send one of our technicians to that shop to remove the distorted windshield from his vehicle prior to a new one being installedThis way we can return the windshield to the dealer and they will warranty it for us
Again, we are more than willing to continue to work with Mr*** until he is satisfiedBut given we have installed a new dealer windshield in his car, we cannot issue a full refundI will contact Mr*** on Monday 5/when I am back in the office
*** ***
Reliable Auto Glass
*** *** *** *** *** * *** *** ** *** ** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

In Regards to complaint #***, we replaced the customers windshield on Saturday May 27thShe picked up her vehicle at 11:pm and we close at 12:pm on Saturdays She contacted us after she left to let us know that she was hearing a wind noiseGiven we warranty our work, we told her
we would take care of the issue and scheduled to have her bring her vehicle backWe ordered a new windshield and a new molding to have available for her appointmentOur process is normally to pull the windshield and reinstall itWe order a new windshield as they can sometimes break when removing the one in the carWhen she arrived our tech was not able to hear the noise she spoke of, but she said it was intermittent so that was understandableWe told her we could redo the job and that should alleviate any issues, given we could not pinpoint where or even what the issue was when our tech inspected her vehicleThis process would have taken the hours as once the windshield is in the car the urethane needs to cureShe did not want to wait for us to do the job properly, because she said she did not have timeSo we did what we could in the time she had available which was to resealed the windshieldWe told her that if this didn’t take care of the problem we would have to redo it completely, since we did not know where the problem was coming from
The customer informed us after we resealed the windshield that the noise was still there and she did not want to bring her car back to have it fixed properlyInstead she just wanted her money backWe told her that we could give her a refund of the labor charge, but we could not give her a full refund as she did have a new windshield in her car and we could not give her that for freeThis could be equated to purchasing a product, having it not work properly and then asking for a refund, but not returning the productNot many companies would do that
The customer has stated that she wanted a discount if we were confident that we could fix the problemWe are confident we can fix it, if she gives us the time we need to fix it properlyShe has also stated that we could not give her even a partial refundWhen in fact we were willing to give her a refund of the labor charge, and completely the job, as without the ability to replicate the issue she is having when our tech test drove her vehicle, we do not know what the real issue is or where it is coming fromThus a complete redo is the best course of action
The customer attempted to have her credit card charge reversed on our account, but when her credit card company called us and we explained the issue and what we were willing to do for her, they told us they would not be reversing the chargeShe then filed this Revdex.com complaint
With regard to what was said by the other shop she called, there are many reasons why this can happenWhich is why there are many precautions that we instruct customers to take after having a new windshield installedThey are allowing time for the urethane to cure, not slamming the doors or taking the vehicle through a high pressure car wash for the first two daysThese precautions need to be followed to avoid wind and whistling noise as by doing any of these things even when first picking up the vehicle can blow pin holes in the urethaneWe cannot guarantee product failure, even though we use the highest quality glass, moldings and urethaneThe only thing we can guarantee is that if there is an issue we will take care of it until the customer is satisfiedWhich is why we are willing to redo the job and refund the customer the labor chargeThe labor charge is all she would be charged if she takes it to another shop, given she already has a brand new windshield in her vehicle
As always we warranty our workmanship for as long as you own your vehicleWe do our best to make sure customers don’t have to bring there vehicles back, but are willing to work with them until they are satisfied if the situation arisesMs*** is welcome to call us for a refund of her labor charge or set up an appt to have us redo the windshieldShe may also contact me directly by email at***We look forward to resolving this issue with her and making sure her windshield is not only safe, but quiet
Respectfully,
*** *** *** *** *** *** *** *** *** *** * *** *** ** *** *** *** *** *** ***

I have been in contact with *** *** and he has agreed to allow us to install another windshield in his vehicleI have also been in contact with our local Mercedes dealership, who has offered to discuss the issues with the two dealer windshields we put in Mr*** car if he would like to contact themAfter contacting the dealership wholesale parts today then informed that there was currently only one windshield available for Mr*** car and it was in GermanyIt has been ordered and should be here in 3-weeksWe are hoping that this windshield is from a different batch and there is not defects in itIf there is there is absolutely nothing we can do accept wait and try ordering again in a few months, as I do not think the *** *** would want us to put an aftermarket piece of glass in his car, even though this may alleviate the problem completelyI will continue to work with *** *** personally until he is satisfied
Sincerely,
*** ***
Reliable Auto Glass
*** *** *** *** *** * *** *** ** *** *** *** *** *** ***

There seems to a few different stories as to what was said and what does done. Our policy is to work with the customer until they are happy. Therefor, we stand by our offer to refund the labor and reinstall the windshield. As for what we would do if we removed the windshield, we would not do that unless a customer chose to have a new windshield installed somewhere else. We would then remove the windshield we provided right before the new one was installed, at the other companies shop. In that instance we would be able to give a full refund because we could return the windshield we provided to our supplier. If the customer would like to schedule to have her windshield reinstalled with a refund of the labor we would be more than happy to do that. If not, then we can offer a refund of the labor charge only, and she can have the windshield removed and reinstalled elsewhere, and they should only charge her the labor, as that is what we would do.

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Address: 79 W Foster St, Melrose, Massachusetts, United States, 02176-3812

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