Glass Doctor of Richmond

Here is the response to *** ***:
After receiving the response from *** ***, we understand that she was not fully satisfied with how we left thingsAs a token of apology, Glass Doctor has made arrangements to compensate *** *** for her time and understandingShe has informed us that she is very happy with our efforts to correct the situation and will consider us in the future for her glass needs.
Thanks,
*** ***

Dear [redacted],
Thank you for the letter of complaint regarding your experience at Glass Doctor. We sincerely apologize for the confusion of scheduling and for the treatment you received from one of our representatives. This is not the type of service that Glass Doctor condones, and...

we have taken action regarding this instance. We agree that the usual high standards of our services were not met in this instance. 
As a result of our investigation, we found that with our abnormally high volume of calls coming into the office, we were unable to call and service our customers like we normally would. Due to this, we have implemented new procedures in our scheduling department and training with our inside sales representatives as well as hiring additional employees. We now call customers the morning of their appointment to give them a two-hour window, as well as a phone call when the glass specialist is on his way to the appointment. In addition this this, we have all of our representatives training in additional customer service classes.
We assure you this will not happen again and that we will continue to strive to be the best and encourage our customers to be our cheerleaders. We regret our error but appreciate you for keeping us on our toes.
 
Please let us know if you have any other questions or concerns.
 
Sincerely,
[redacted]
[redacted]
Glass Doctor of Richmond

Revdex.com:
I have reviewed the 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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
I spent a large amount of money and drove way across to the other side of town to get the window put in! Thank goodness they were able to fix it with such short notice but I had to pay an additional $**
I

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]

Review: On Saturday March 29, 2014, around 9:00 am I called and scheduled a glass installation for Monday March 31, 2014, the guy on the phone gave me the price and told me to expect a call from the technician on Monday morning of what time he would be out to install. Around 12:15 pm on Monday I called back because I hadn't heard anything, the guy I spoke with assured me that I was on the schedule and he would dispatch out to the tech to call me, and the tech would call me within a hour. Around 2:00 I still had not heard anything from the tech or glass doctor so I called back, they informed me the tech was on the way, around 4:00pm I still had not heard from anyone so I called back, they informed me the tech was running late but he was still coming not to worry! I called back at 5:00 and the lady told me that I had never been on the schedule because someone in the scheduling department got confused. A lady name [redacted] called and left a voice mail on my phone with a really nasty attitude saying that I said I was going to take the car somewhere else which is I never said. I immediately called back and spoke with someone who said [redacted] was unavailable, her name was [redacted] she was really nice, she then scheduled me an appointment for today April 1, 2014. When I called this morning to verify my appointment for today [redacted] with the nasty attitude answered the phone, she was very rude and she said that I was not on the schedule for today, I asked her why not and told her [redacted] had put me down for an install today, she told me she has to talk to [redacted] and that I can just have my window replaced some where else, when I told her that I still preferred glass doctor fix it, she then told me that she didn't have a glass, when I asked what happen to glass from yesterday, she said very rudely it's broke, I asked why wasn't I been informed of this, she told me she's letting me know now. The company lied all the way around and even the customer service reps are trained to lie, if someone would have let me know what was going on, on April 31,2014 when I first called around 12:15 then I would not have to drive around with a broken window I could have made other arrangements to get it fixed elsewhere, the quality of service is very poor, and the employees they have working are very unprofessional and rude! The company should not promise someone work and never show up, I understand things happen, but they did not even have the decency to call and reschedule

Business

Response:

Dear [redacted],

Thank you for the letter of complaint regarding your experience at Glass Doctor. We sincerely apologize for the confusion of scheduling and for the treatment you received from one of our representatives. This is not the type of service that Glass Doctor condones, and we have taken action regarding this instance. We agree that the usual high standards of our services were not met in this instance.

As a result of our investigation, we found that with our abnormally high volume of calls coming into the office, we were unable to call and service our customers like we normally would. Due to this, we have implemented new procedures in our scheduling department and training with our inside sales representatives as well as hiring additional employees. We now call customers the morning of their appointment to give them a two-hour window, as well as a phone call when the glass specialist is on his way to the appointment. In addition this this, we have all of our representatives training in additional customer service classes.

We assure you this will not happen again and that we will continue to strive to be the best and encourage our customers to be our cheerleaders. We regret our error but appreciate you for keeping us on our toes.

Please let us know if you have any other questions or concerns.

Sincerely,

Glass Doctor of Richmond

Consumer

Response:

I have reviewed the 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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

I spent a large amount of money and drove way across to the other side of town to get the window put in! Thank goodness they were able to fix it with such short notice but I had to pay an additional $**

I

Business

Response:

Here is the response to [redacted]: