Harmon Autoglass

First of all, we are very sorry to hear that this customer had a problem with her windshield wipersHowever, in response the customer’s comments, we would like to point out the following: Since the customer never alerted Harmon AutoGlass about the problem with her wipers and did not bring it in for us to inspect the wipers, we were completely unaware of the problem until after the customer had already paid another company to repair the wipersWe therefore unfortunately have no way to verify at this point what the problem with the wipers was and whether or not it is reasonable to assume that they were damaged/altered in any way by Harmon AutoGlass Contrary to the customer’s statements, the Harmon AutoGlass Written Warranty which was given to the customer at the time of service, clearly states in large bold letters at the top of the form the following: “IMPORTANT NOTE: All warranty work must be performed by Harmon AutoGlass or a provider it has assignedHarmon AutoGlass will not be responsible financially or otherwise for warranty work done by another company without our prior written approval.” It is not clear to us why the customer does not see this statement on our Written Warranty since it is in large bold type at the very top of the formHad the customer contacted Harmon AutoGlass regarding her wiper problem prior to having the warranty work completed, we would have inspected the wipers in order to ascertain the problemSecondly, we would have made a determination as to whether or not the problem with the wipers could reasonably have been caused by Harmon AutoGlass during the installation of the customer’s windshieldIf we had determined that Harmon AutoGlass caused the problem we would then have had the wipers repaired under warranty at a service provider chosen by usUnfortunately, we were not made aware of the problem, nor given the opportunity to fulfill our Written Warranty commitment due to the fact that the customer chose to go elsewhere for the repair without first contacting Harmon AutoGlass.Harmon AutoGlass has always been committed to providing the highest level of customer service to all of our customersWe consistently uphold our Written Warranty obligations whenever we are given the opportunity to do soSadly, in this instance, we were not made aware of the problem until after the customer had paid another company to service her wipers.Dave [redacted] Customer Satisfaction ManagerHarmon AutoGlass of Minnesota Harmon AutoGlass has always been committed to providing the highest level of customer service to all of our customersWe consistently uphold our Written Warranty obligations whenever we are given the opportunity to do soSadly, in this instance, we were not made aware of the problem until after the customer had paid another company to service her wipersDave [redacted] Customer Satisfaction Manager Harmon AutoGlass of Minnesota

Initial Business Response / [redacted] (1000, 5, 2015/11/06) */ Dear Mr***, We have received your Revdex.com complaint and would like to address the concerns that you have mentioned For greater clarity I will break down each of the areas you have mentioned in your complaint: 1) HARMON HAS NOT RESPONDED TO YOUR ATTEMPTS TO REACH US: This is simply untrueAt every turn Harmon AutoGlass has listened to your concerns and followed through to set up warranty inspections of your vehicle (including your windshield, wipers, rear view mirror and the inside of your vehicle) just as you have requestedSince Harmon AutoGlass first installed your new windshield in late May of 2015, we have scheduled approximately or warranty appointments and have taken several measures to resolve the issues you have raisedMultiple Harmon technicians at two of our Harmon shops (Burnsville and Maple Grove) have performed warranty inspections and done warranty work on your vehicle 2) GLUE ON THE INSIDE OF YOUR VEHICLE: When you called shortly after we had installed your windshield and expressed concern regarding a substance that was on the inside of your vehicle, we immediately scheduled a warranty inspection and we detailed the inside of the vehicle to remove the urethane residue twice at our Burnsville location and once again at our Maple Grove locationYou have indicated that this problem was taken care of to your satisfaction 3) A SCRATCH ON YOUR WINDSHIELD: At the time we installed your new windshield we inspected it and found no scratches or other problems with itWhen you brought it in for a warranty inspection we discovered that there was a small scratch on the INSIDE of your windshieldWe indicated at that time that this scratch must have happened after we installed your windshieldWe are not responsible for any damage to the windshield after we have installed it for you 4) BROKEN REAR VIEW MIRROR: Upon inspection, Harmon did find that there was a small piece of plastic at the base of your rear view mirror that was brokenHarmon then ordered a brand new rear view mirror and installed it for you at no charge to you (the rear view mirror cost our company approximately $400.00)Your statement in your complaint that your rear view mirror was "semi-repaired" is completely inaccurateWe are surprised that you would say this after we replaced your rear view mirror with an entirely new one at no expense to you 5) BROKEN WIPERS: Harmon AutoGlass never removed your wipers, nor did anything to them whatsoever because they are rusted onOur technician removed your old windshield and installed your new windshield without having to remove the wipers or the cowlIt is unreasonable to expect Harmon to fix the wiper arms on a year old vehicle when did not even remove the wipers to install your windshieldTherefore, Harmon takes no responsibility for any problems you are having with your wipers since we never removed them Finally, we want to point out that your vehicle showed signs of significant wear both inside and out and is over years oldThe vehicle was not clean or well-maintained either inside or outsideNonetheless, we have gone over and above to resolve any warranty issues we are responsible for We truly value you as a customer and we have demonstrated this through spending dozens of hours inspecting your vehicle and performing warranty service on the areas we are responsible forHowever, having done due diligence to resolve your issues, we now consider your warranty issues to have been resolved to the best of our ability We hope that you will take into consideration all of the attempts we have made to take care of your concerns

Final Consumer Response /* (2000, 5, 2015/07/09) */
Per a phone call from the customer, she stated that everything has been resolved

First of all, we are very sorry to hear that this customer had a problem with her windshield wipers. However, in response the customer’s comments, we would like to point out the following: Since the customer never alerted Harmon AutoGlass about the problem with her wipers and did not bring it in for...

us to inspect the wipers, we were completely unaware of the problem until after the customer had already paid another company to repair the wipers. We therefore unfortunately have no way to verify at this point what the problem with the wipers was and whether or not it is reasonable to assume that they were damaged/altered in any way by Harmon AutoGlass.  Contrary to the customer’s statements, the Harmon AutoGlass Written Warranty which was given to the customer at the time of service, clearly states in large bold letters at the top of the form the following: “IMPORTANT NOTE: All warranty work must be performed by Harmon AutoGlass or a provider it has assigned. Harmon AutoGlass will not be responsible financially or otherwise for warranty work done by another company without our prior written approval.” It is not clear to us why the customer does not see this statement on our Written Warranty since it is in large bold type at the very top of the form. Had the customer contacted Harmon AutoGlass regarding her wiper problem prior to having the warranty work completed, we would have inspected the wipers in order to ascertain the problem. Secondly, we would have made a determination as to whether or not the problem with the wipers could reasonably have been caused by Harmon AutoGlass during the installation of the customer’s windshield. If we had determined that Harmon AutoGlass caused the problem we would then have had the wipers repaired under warranty at a service provider chosen by us. Unfortunately, we were not made aware of the problem, nor given the opportunity to fulfill our Written Warranty commitment due to the fact that the customer chose to go elsewhere for the repair without first contacting Harmon AutoGlass.Harmon AutoGlass has always been committed to providing the highest level of customer service to all of our customers. We consistently uphold our Written Warranty obligations whenever we are given the opportunity to do so. Sadly, in this instance, we were not made aware of the problem until after the customer had paid another company to service her wipers.Dave [redacted]Customer Satisfaction ManagerHarmon AutoGlass of Minnesota    Harmon AutoGlass has always been committed to providing the highest level of customer service to all of our customers. We consistently uphold our Written Warranty obligations whenever we are given the opportunity to do so. Sadly, in this instance, we were not made aware of the problem until after the customer had paid another company to service her wipers. Dave [redacted] Customer Satisfaction Manager Harmon AutoGlass of Minnesota

Initial Business Response /* (1000, 5, 2015/11/06) */
Dear Mr. [redacted],
We have received your Revdex.com complaint and would like to address the concerns that you have mentioned.

For greater clarity I will break down each of the areas you have mentioned in your complaint:
1) HARMON...

HAS NOT RESPONDED TO YOUR ATTEMPTS TO REACH US: This is simply untrue. At every turn Harmon AutoGlass has listened to your concerns and followed through to set up warranty inspections of your vehicle (including your windshield, wipers, rear view mirror and the inside of your vehicle) just as you have requested. Since Harmon AutoGlass first installed your new windshield in late May of 2015, we have scheduled approximately 5 or 6 warranty appointments and have taken several measures to resolve the issues you have raised. Multiple Harmon technicians at two of our Harmon shops (Burnsville and Maple Grove) have performed warranty inspections and done warranty work on your vehicle.

2) GLUE ON THE INSIDE OF YOUR VEHICLE: When you called shortly after we had installed your windshield and expressed concern regarding a substance that was on the inside of your vehicle, we immediately scheduled a warranty inspection and we detailed the inside of the vehicle to remove the urethane residue twice at our Burnsville location and once again at our Maple Grove location. You have indicated that this problem was taken care of to your satisfaction.
3) A SCRATCH ON YOUR WINDSHIELD: At the time we installed your new windshield we inspected it and found no scratches or other problems with it. When you brought it in for a warranty inspection we discovered that there was a small scratch on the INSIDE of your windshield. We indicated at that time that this scratch must have happened after we installed your windshield. We are not responsible for any damage to the windshield after we have installed it for you.
4) BROKEN REAR VIEW MIRROR: Upon inspection, Harmon did find that there was a small piece of plastic at the base of your rear view mirror that was broken. Harmon then ordered a brand new rear view mirror and installed it for you at no charge to you (the rear view mirror cost our company approximately $400.00). Your statement in your complaint that your rear view mirror was "semi-repaired" is completely inaccurate. We are surprised that you would say this after we replaced your rear view mirror with an entirely new one at no expense to you.
5) BROKEN WIPERS: Harmon AutoGlass never removed your wipers, nor did anything to them whatsoever because they are rusted on. Our technician removed your old windshield and installed your new windshield without having to remove the wipers or the cowl. It is unreasonable to expect Harmon to fix the wiper arms on a 13 year old vehicle when did not even remove the wipers to install your windshield. Therefore, Harmon takes no responsibility for any problems you are having with your wipers since we never removed them.
Finally, we want to point out that your vehicle showed signs of significant wear both inside and out and is over 13 years old. The vehicle was not clean or well-maintained either inside or outside. Nonetheless, we have gone over and above to resolve any warranty issues we are responsible for.
We truly value you as a customer and we have demonstrated this through spending dozens of hours inspecting your vehicle and performing warranty service on the areas we are responsible for. However, having done due diligence to resolve your issues, we now consider your warranty issues to have been resolved to the best of our ability.
We hope that you will take into consideration all of the attempts we have made to take care of your concerns.