Glass Doctor of Aberdeen

Hello,
I am responding to the complaint we receivedI have researched this issue and hopefully can shed some light on the reasons why we didn't schedule this job
First let me explain the process .There are many referral facilitators and delivery systems for the referrals depending on
the insurance companyTypically we get a call from the facilitator with the insured on the back lineAfter agreeing to pricing the insured is brought on and many times the referral is sent immediately by email, electronically or by fax. The claim cannot be processed or scheduled until the referral comesThe referral is the catalyst and call to action and then we can move forward with schedulingMany times a job is cancelled for whatever reason and it is common practice to get a job cancellation notice sent. Not knowing which facilitator and how they sent the referral the process can take some time or days to developWhen you called a couple of days later to find out about scheduling we have to search through many email accounts electronically sent and faxes to see if the referral and/ or a job cancellation has arrivedI'll move forward to the last conversation we you an I had when you cancelled the job. At that time we had not and did not receive a referralSimply put you were not a job for us to doAfter a few more days we did not receive any job cancellation notices from any facilitatorNot having much information to go on I chased down your insurance company and facilitator to get some answersThey could not tell me why the referral and or the job cancellation were not sent and apologized for the miss communicationWith a heavy work load and schedule at this time we as a company are suffering some growing panes missing some key office personnel and having employee issues like we discussed in our last conversationIf we were not so taxed most likely we would have connected to insurance company and facilitator for youI hope this sheds some light on what happened and apologies for any inconvenience it may have caused you
Sincerely,
Michael H***

Complaint: [redacted]I am rejecting this response because:
This should have been something that was disclosed while we were talking and I was calling back every few days to see what the status was. Had you been more informative about the process things might have played out differently. I cannot speak on my insurances behalf but I can tell you I have informed them of the struggles on my side and I have already gone to another company who was able to order my specific windshield and install two days after being in contact with them. Informing me that you didn't have paperwork for my insurance could have resulted in me contacting my insurance to make sure that everything was submitted properly. Instead you would say I will call you back. That doesn't take care of the problem. 
Sincerely,[redacted]