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Harmon Auto Glass-Glass Doctor

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Reviews Harmon Auto Glass-Glass Doctor

Harmon Auto Glass-Glass Doctor Reviews (3)

Glass Doctor would like to respond as follows;Mr. [redacted] did place an order on March 10th, 2015. The order total came to $182.00 based upon the information provided to us by Mr. [redacted] over the telephone.  Mr. [redacted] at that time placed a deposit of $91.00 representing 1/2 of...

the total amount due based upon our telephone conversation.  As Mr. [redacted] desired his order to be expedited  we promptly dispatched a technician who was on a job in Kenner out  to Mr. [redacted] property in New Orleans East. Upon our on site inspection of the glass it was determined that the glass was not a standard clear glass as described over the telephone, but a more pricey patterned glass that would cost an additional $13.24. Our office staff made the good faith decision to order the glass from the plant (assuming that the additional charge of $13.24 would not be an issue with the customer). We advised Mr. [redacted] that a double paned, insulated glass unit comprised of two patterned, tempered, safety glasses may take 2-4 weeks from order for us to receive.  We advised Mr. [redacted] of the additional cost due to the patterned glass. Mr. [redacted] instructed us that he would not pay the additional $13.24 and insisted that the telephone estimate be honored.  We advised Mr. [redacted] that the telephone estimate was based upon the glass being standard clear glass and not a patterned glass. Mr. [redacted] was displeased with such and let our customer service people know this by the utilization of some aggressive and foul language. We explained to Mr. [redacted] that our price would not be altered solely based upon his insistence. We could not get Mr. [redacted] to agree to the revised price of $195.24. We had hoped that Mr. [redacted] would change his mind once the glass was delivered to us.  Mr. [redacted] never paid his bill in full as he has stated.  He never even paid the 50% deposit in full.  Glass Doctor's concern was that we could install Mr. [redacted] glass, charge his credit card the balance due of $104.24, but then have the entire transaction of $195.24 declined by the credit card company at Mr. [redacted] direction.  Ultimately, via mutual agreement Mr. [redacted] order was canceled and a refund was provided to him in full of any amount previously paid.  Mr. [redacted] order was canceled without any cost to Mr. [redacted].  Mr. [redacted] credit card has been refunded the $91.00 that was originally placed as his deposit, based upon the telephone description of the glass work required.  Glass Doctor ate the cost of the glass.As we take approximately 25,000 requests for quotes per year, it is an extreme rarity, (but an inevitably) that we will not see eye to eye with a fellow human being at some point. This was one of those points.

Review: I live with my daughter and she wanted to have the wood from the panels of glass repaired by the front door on both sides. He called and made the appointment for Glass Doctor to come because they said they would be able to repair the damaged window. She works during the day and I was here to allow the glass person in. When he got here he had two pieces of glass and he said that he was told to cover the panes with the glass and that they do not do the wood repair. I told him that my daughter must have changed her mind about having the wood repaired so he installed the glass over the damaged panes. He did not have anything to hold the glass in place so he used some crown molding that we had here at the house. We were charged $310.00 for the job that took about 25 minutes to do - and I could have done myself. Since I thought it was what my daughter wanted I charged the $310.00 on my credit card. I even commented to [redacted], the worker, that I thought it was high for what he did. When my daughter got home from work she was extremely upset about the job that was done. We called the Glass Doctor and I explained all of the above to them and that I wanted the glass removed and a refund for a service that my daughter did not want done. I was told that they would have to charge me to come out and they could not give me a refund for the glass. She said that the glass had been cut to size for the job. I informed her that the worker had two pieces of glass with him and that he didn't do any glass cutting at all- and he used our materials to complete a job that my daughter did not want done. The woman, [redacted] (I think that's her name) was abrupt and condescending and adamant that there was nothing she could do. I told her I could remove the crown molding myself and return the glass to them. She said there is nothing she could do for me. I am very disappointed in the service both regarding the job and the customer service.Desired Settlement: I would like the refund for the project that is not what my daughter wanted to have done.

Business

Response:

Please see our comments in red. The exact nature of the job was unknown to our tech before he arrived on site. We were originally informed that there was damage to the glass sidelites by the customers front door. No one stated that there was no glass damage and the actual damage was of woodwork that truly required a finish carpenter. However, when the customer was informed of such and the approximate cost of such (we estimated the cost to have a finish carpenter to measure, mill new wood trim, prime, paint and install the wood at two sidelites may run as high as $800.00) the customer stated that she needed to do something immediately in order to prevent further chewing of the woodwork by the family dog and to prevent the dog from pushing the wood and glass from the opening and escaping or getting injured.

I live with my daughter and she wanted to have the wood from the panels of glass repaired by the front door on both sides. We are a glass repair and replacement business, we do not perform custom carpentry or wood work. He called and made the appointment for Glass Doctor to come because they said they would be able to repair the damaged window. Again we repair and replace damaged glass, not wood. She works during the day and I was here to allow the glass person in. When he got here he had two pieces of glass and "he said that he was told to cover the panes with the glass" Impossible. The tech would not have known the exact circumstances of the situation prior to seeing it. We were informed that there were multiple damaged glass panes in two sidelites of an entry door. Knowing that the customer would ultimately want existing glass sidelites "covered" with new glass could never have been diagnosed by the customer service rep. and that they do not do the wood repair. True, as previously stated. I told him that my daughter must have changed her mind about having the wood repaired so he installed the glass over the damaged panes. At the customer's request. He did not have anything to hold the glass in place so he used some crown molding 1/2" quarter round that the customer volunteered to provide when she made the decision to request the new glass be placed in front of the existing sidelite. The purpose of which is as follows; The customers dog had chewed and destroyed multiple pieces of wood stop that were securing the glass in place in multiple glass pieces within the sidelite. The customer explained that she was concerned that the dog could either push the existing glass out and escape or get injured in doing so, in as much as the existing glass pieces were no longer secured due to the damage inflicted by the customers dog. Our technician explained that the customer truly needed a finish carpenter. Our tech explained that we could not perform such work, nor would that work stop the dog from chewing up the new wood work. It was at that time that the customer requested that we place new glass against the chewed up wood stops and glass pieces in order to stop further damage and prevent the dog from escaping or being harmed in doing so. that we had here at the house. We were charged $310.00 for the job that took about 25 minutes to do GPS records show that our tech was on site for 58 minutes (which does not include travel time to or from the jobsite, nor the loading of materials for the job). - and I could have done myself. Whether the customer can purchase sheets of glass, cut them down to fit on a truck and then custom cut laminated safety glass in the field and install such we cannot comment upon. Since I thought it was what my daughter wanted And what we were instructed to do I charged the $310.00 on my credit card. I even commented to [redacted], the worker, that I thought it was high for what he did. When my daughter got home from work she was extremely upset about the job that was done. We called the Glass Doctor and I explained all of the above to them and that I wanted the glass removed and a refund an additional service call, free materials, and a full refund? for a service that my daughter did not want done. But that was ordered by the customer on site. How else would we have been provided the 1/2" quarter round if the customer had not volunteered the work desired and the wood materials to perform such? I was told that they would have to charge me to come out and they could not give me a full refund for the glass. She said that the glass had been cut to size for the job. I informed her that the worker had two pieces of glass with him and that he didn't do any glass cutting at all Our tech custom cut the laminated safety glass to fit within the rough opening of the customers sidelites. Stating that the tech did not do any glass cutting at all would leave one to believe that we somehow happen to bring with us two pieces of safety glass that just happen to fit exactly into the customers sidelite. An impossible coincidence, but reflective of the integrity of the complaint in total.- and he used our materials to complete a job that my daughter did not want done. Why did the person on site direct the method of work and provide the 1/2" quarter round for work that they did not want performed....and then pay for the work in full? The woman, [redacted] (I think that's her name) was abrupt and condescending and adamant that there was nothing she could do. Incorrect, the customer service rep instructed the caller that we would not make a return trip, remove the glass and provide a full refund of work that the customer directed. I told her I could remove the crown molding myself and return the glass to them. She said there is nothing she could do for me.Furthermore , if the customer removed the custom cut glass herself and returned the glass to our shop, the glass would hold no value to us (or anyone else) as it was cut on site to specifically meet the dimensions of the customers requested work. I am very disappointed in the service both regarding the job and the customer service.

The customer was instructed that we regret that the customer is not satisfied with the very work that the customer directed and provided materials to complete. However we performed the exact work that the customer on site designed and requested. Whether or not this was the work that the person on site's daughter (who was not there) truly wanted was impossible for us to know. Our only source of information and on site direction was the customer's mother. And we followed those directions and desires. At this time the very best that we can offer the customer is a $100.00 refund for her troubles.

Consumer

Response:

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.

Regards,

I am s surprised at the response from this business. I want to return the glass that is totally usable for other jobs that will come up in the future for them. The glass is intact and can be cut to fit smaller jobs. I am willing to pay $75.00 for the labor and time [redacted] put in at the house and want a refund for the glass. I think this is a reasonable solution for both parties. The $75.00 will be my way of taking responsibility for the mistake I made in communication with my daughter. I hope we can solve this problem in an amicable way.

Regards,

Business

Response:

The glass utilized for this customer was approximately 12" x 30" x 1/4" , clear , laminated, safety glass. A size for laminated glass that we historically sell very infrequently. For our company to (in essence) buy the glass back from the customer and then stock it for an indefinite amount of time (due to it's size) would be as useful as stocking a cup of gasoline at a gas station. Secondly, we would never sell used glass. Our original offer remains.

Consumer

Response:

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.

Regards,

The piece of glass must have been in stock because my daughter called you and you were able to come the next day with the glass. I feel this merchant is being unreasonable and unbending - and making things up as she goes so she does not have to honor her business. At least I was willing to compromise and take part of the responsibility in this situation. Thank you so much Revdex.com for your assistance in this matter. I'm not sure what the next step is in this matter.

Sincerely,

Review: I originally contacted Glass Doctor - Harmon Auto Glass around the date of March 9. They quickly took my call and within a day sent someone to measure the glass. I made a payment in full immediately, but I received a call from [redacted] the following day to tell me the cost had increased by $13 because of the type of glass required. I agreed to the increase and authorized her to debit my card. A week and half later I called again because I had not heard from the company and the job had not been completed. I called on March 19 and spoke with **. [redacted]. She explained that "tempered" glass takes longer to make and the factory had not yet completed. She offered to call the glass maker and said she would call me back with an installation date. She called back within 15 minutes and gave me an install date of March 23. On March 23, I received a voicemail from [redacted] stating the glass was still not available and she would call me back later to let me know date. I called and spoke to [redacted] on March 27. I asked her if she could give me an update as I was not told nor did I expect the process to take this long. She stated that she still had not received the glass from the glass maker. I then asked her to cancel my order and politely told her I was disappointed in the length of time it had taken. She told me she would have difficulty canceling because the glass was already ordered. I attempted to respond to that, but [redacted] got extremely rude and cut me off. She told me that since I didn't have the patience to wait that she would go ahead and refund me. I tried to explain my frustration about the delay in install date, but she continued to cut me off and call me impatient. She then said, "I'm just going to refund you since you can't wait." I replied, "thank you." She then replied, "you're welcome [redacted]" This was by far the worst customer service I've ever received. I never raised my voice or degraded [redacted] or her business. I simply asked for a refund.Desired Settlement: Better communication with customers about price and time. Also, [redacted] needs to offer a sincere apology to me for disrespecting me.

Business

Response:

Glass Doctor would like to respond as follows;Mr. [redacted] did place an order on March 10th, 2015. The order total came to $182.00 based upon the information provided to us by Mr. [redacted] over the telephone. Mr. [redacted] at that time placed a deposit of $91.00 representing 1/2 of the total amount due based upon our telephone conversation. As Mr. [redacted] desired his order to be expedited we promptly dispatched a technician who was on a job in Kenner out to Mr. [redacted] property in New Orleans East. Upon our on site inspection of the glass it was determined that the glass was not a standard clear glass as described over the telephone, but a more pricey patterned glass that would cost an additional $13.24. Our office staff made the good faith decision to order the glass from the plant (assuming that the additional charge of $13.24 would not be an issue with the customer). We advised Mr. [redacted] that a double paned, insulated glass unit comprised of two patterned, tempered, safety glasses may take 2-4 weeks from order for us to receive. We advised Mr. [redacted] of the additional cost due to the patterned glass. Mr. [redacted] instructed us that he would not pay the additional $13.24 and insisted that the telephone estimate be honored. We advised Mr. [redacted] that the telephone estimate was based upon the glass being standard clear glass and not a patterned glass. Mr. [redacted] was displeased with such and let our customer service people know this by the utilization of some aggressive and foul language. We explained to Mr. [redacted] that our price would not be altered solely based upon his insistence. We could not get Mr. [redacted] to agree to the revised price of $195.24. We had hoped that Mr. [redacted] would change his mind once the glass was delivered to us. Mr. [redacted] never paid his bill in full as he has stated. He never even paid the 50% deposit in full. Glass Doctor's concern was that we could install Mr. [redacted] glass, charge his credit card the balance due of $104.24, but then have the entire transaction of $195.24 declined by the credit card company at Mr. [redacted] direction. Ultimately, via mutual agreement Mr. [redacted] order was canceled and a refund was provided to him in full of any amount previously paid. Mr. [redacted] order was canceled without any cost to Mr. [redacted]. Mr. [redacted] credit card has been refunded the $91.00 that was originally placed as his deposit, based upon the telephone description of the glass work required. Glass Doctor ate the cost of the glass.As we take approximately 25,000 requests for quotes per year, it is an extreme rarity, (but an inevitably) that we will not see eye to eye with a fellow human being at some point. This was one of those points.

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Description: Glass - Plate and Window, Storm Windows & Doors - Repair, Auto Repair - Windshield, Glass Shops, Glass - Broken, Doors - Patio, Doors - Installation, Glass - Beveled, Carved, Ornamental, Window Security Laminates, Door Closers & Checks - Repairing, Doors - Repair, Glass Board - Up Service, Glass Coating & Tinting, Glaziers, Skylights, Store Fronts, Glaziers Supplies, Table Tops, Door Closers & Checks, Door Frames, Doors, Mirrors, Shower Doors & Enclosures, Storm Windows & Doors

Address: 1117 N Al Davis Rd, New Orleans, Louisiana, United States, 70123

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