Glass Doctor of the Gold Country

As per the email dialogue below with my employees- This was a simple over-site on our part & not an intentional actThere was nothing to gainThe customer had a damaged windshield & informed [redacted] that she didn't believe that she had insurance coverageSo, did she want it fixed regardless or was she just going to neglect repair if she had to pay out of pocket??? Why did she come in? [redacted] , Our newest employee was by himself & did the best he could under the circumstances not aware that the insurance companies 3rd party administrator provides a referral number, even though that does not guarantee that the customer has coverageHe was not aware that it was pending confirmationTherefore, He was excited to inform the customer that the job would be completed with no cost to her as the chip repair process is paid for by her insurance!So, the specialist fixed impact areas in her windshield & only billed for 1.After returning from confeerence, The manager contacted the customer to collect after discovering the open invoice & the fact(insurance company denial of claim) that the customer did not have comprehensive coverage on that vehicleUnder these circumstances & minor confusion, I am willing to forgive the customer of the debtI request that she donate it to her favorite charityFor the past 20+ years in the same location- We strive to serve our customers needs in every situation regardless of the priceOur community knows that we admit our mistakes when made, don't get defensive regardless of how petty it may seemWe resolve it with integrity.Respectfully, [redacted] Glass Doctor of the Gold Country

As per the email dialogue below with my employees- This was a simple over-site on our part & not an intentional act. There was nothing to gain. The customer had a damaged windshield & informed [redacted] that she didn't believe that she had insurance coverage. So, did she want it fixed...

regardless or was she just going to neglect repair if she had to pay out of pocket??? Why did she come in?  [redacted], Our newest employee was by himself & did the best he could under the circumstances not aware that the insurance companies 3rd party administrator provides a referral number, even though that does not guarantee that the customer has coverage. He was not aware that it was pending confirmation. Therefore, He was excited to inform the customer that the job would be completed with no cost to her as the chip repair process is paid for by her insurance!. So, the specialist fixed 2 impact areas in her windshield & only billed for 1.After returning from confeerence, The manager contacted the customer to collect after discovering the open invoice & the fact(insurance company denial of claim) that the customer did not have comprehensive coverage on that vehicle. Under these circumstances & minor confusion, I am willing to forgive the customer of the debt. I request that she donate it to her favorite charity. For the past 20+ years in the same location- We strive to serve our customers needs in every situation regardless of the price. Our community knows that we admit our mistakes when made, don't get defensive regardless of how petty it may seem. We resolve it with integrity.Respectfully,[redacted]Glass Doctor of the Gold Country

Review: Had an appt set through my insurance co. for window chip repair on 5/21/14.After arriving the man doing the repair said it would be 20min. They told me before repair can be done I had to sign a paper saying there is a one percent chance it could crack. But would not do work until I signed before and after the repair. I thought it was safe because my insurance refered them and they told me this usually never happens but they have to tell me. I didn't get out of the drive way to walk across to the next door shopping center 10min. When they called my cell and told me your windshield is cracked and had a quote on the cost of a new one. 300.00. I told them my deductible was 500.00. By time I got to the shop they had changed it to 200.00. I stood there while they helped others. No remorse. I told them im on disability a single woman and did not have the money. Now where there was a surface chip. I have a crack across my windshield and it grew as I was driving off. I had to ask the girl for my keys as they left me standing. I checked on yelp and saw complaints from others. They told me you signed the paper. No one is at fault. Not them or insurance. I think I have been taking advantage of. Now I have an unsafe window and no way to repair it. I think one percent is crazy. I happened to be the one. I was hoping for a replacement before I get a ticket. Don't think that will happen. Not sure what to do. Just sick over the whole matter.Desired Settlement: replacement of windshield

Business

Response:

[redacted],

Thank you for taking the time to express your concerns. I do appreciate how you feel.