Harmon Auto Glass

Hi ***, As discussed this morning via phone, here is the information you requested regarding Mr& Mrs*** Customer dropped off his vehicle for a windshield replacement and then caught a ride to his job saying he would pick it up before we closed at 5:p.mAround noon
or p.mI called and left Mr*** a VM letting him know his vehicle was finished and ready to pick up. I tried calling him again later in the afternoonAround 3:I finally reached Mr*** and he apologized that he hadn't been able to listen to my previous VMI asked him what time he planned to pick up his vehicle and he told me that he was very busy and wouldn't be able to come until after we closedHe asked me to park it outside and lock the key inside, stating that he had a second set of keys and would pick it up sometime in the eveningI offered to keep the car in the shop for the night if he preferred and he could then pick it up the next morning, but the customer insisted that he wanted me to park it outside and lock itI agreed to this arrangementAround 4:p.mI parked the customer's vehicle in front of the shopThere was a car parked on his left side and his right side was up against a curb (so no one parked on that side)At 5:or so I locked the front door to the shop and went out the back door to get to my carI never saw his car again after I parked it outside at about 4:30. I'm not sure when the customer arrived to pick up his car but he and his wife told me the following day that there was damage to his left rear tail light and also an indentation below the light. The morning after the car was parked outside for the customer I received an email from another Harmon employee stating that the customer's wife had called and was very upset about somethingI looked up the work order and called the number on the order which turned out to be Mr***When I spoke with him he relayed to me that his car was damaged and they wanted Harmon to pay to have it fixedHe only told me that there was a dent in the rear left side of the car and that there was no way that the damage happened in the span of time that his car was parked outside before he came to pick it upI explained that we did not damage it or know anything about it and that it must have happened after it was parked outside, but the customer would not hear thisHe told me he was on his way in to the shop to talk to me and I said I would look at it and discuss it with him when he came inHe never came to the shopA little later, Mrs*** called and really let me have itShe was loud and angry and accusativeI did my best to calm her down and told her that I had already spoken to her husbandShe then got very angry and told me I should never have called her husband at workI explained that this was the only number I had so that is the one I calledShe proceeded to threaten me with a lawsuit and putting terrible things about Harmon all over the internet if I did not agree to pay for the damages to her car. I told Mrs*** that I would run all of this by my superior (Vice President) and would get back to her or have him call herI immediately called my VP and explained the whole situation to him and he agreed that we were not responsible for the damage to the customer's vehicle and therefore for any payment for the damagesI asked him to call the customer back but, due to his busy schedule and the fact he was only in town for one day before heading back to Utah, he was apparently unable to call her. I did call Mrs*** again and as I recall she did not answer so I left her another VM letting her know that I had reached out to the VP and he had affirmed that we would not be responsible for the damages to her car since we simply followed her husband's wishes and parked the vehicle outside as he askedI later got an email from the customer and respondedI have copied her email and my response below From: dave *** Sent: Friday, May 4, 4:PM To: *** *** Subject: RE: Terrible Customer service ***, I have now reached out a couple of times to have our VP contact youI do apologize that you haven't been contacted yet. I sincerely want you to know that I do care about what happened to your vehicleIt is just that I had no control over what might happen to your vehicle outside in our parking lotI did offer to keep the vehicle inside the shop for the night, but your husband asked me to park it outside and lock the keys insideI did as he asked me to do As I tried to convey during our conversation, the damage did not happen in our shopPlease note that we do not check the entire vehicle for prior damage when it is brought in for service unless the damage is near the windshield area where we will be workingSo, we don't know if it had the damage at the time it came in or if it happened after it was parked outsideWe only know that we did not damage your vehicle in any way while it was in our shop We value you as a customerHowever, we are not responsible for the damage to your vehicle Sincerely, Dave *** Harmon AutoGlass

I am rejecting this response because:
The manager at Harmon auto glass was less than helpfulHe told me it was not his problem, and refuse to even look into it before reiterating again it was not his problemWhen he told me to call was recorded I was relieved that his supervisor may be able to hear the call and understand what terrible customer service I was Receiving.He guaranteed me that somebody would call me back, and they never deadYet to the state they have not.He was never threatened with a lawsuit, however I did tell him that the Experience that I had would be shared with others via Google review. It is apparent from the damage, but nobody in a parking lot ran into her vehicleIt was damaged in the shopThere’s no way for my taillight to get broken on this vehicle as it is raiseThis location would be nearly impossible for another vehicle damageThere’s also no other signs of a vehicle hitting mine. Regardless of hearing back from them, they have made no attempt to make the situation rightThis company is offering terrible customer service all the way from their manager to the VPThey only care about making money and not about doing the right thingI am glad this complaint will be shared with others