Harmon Glass

Review: I went into the downtown location on May 14th to have my windshield examined. A friendly dude named [redacted] helped me that day to schedule an appointment. When I asked about contacting my insurance, if he need the information that day he said no. He told me that to replace it through insurance, they would require us there to speak with our insurance agent on the phone before they even begin the repair so we would do it when we brought the car in for the replacement. I rested easy because I have heard all sorts of windshield scams and I knew from what he told me that they couldn't replace it without us being there and talking with insurance first. What a relief! Except not. Fast forward to us rescheduling our appointment, [redacted] at the [redacted] location tells us he can do it in the lot of my husband's work since there wasn't a time that would work for either of us to bring it in. How perfect! Fast forward to today, the day of service. At the last minute, [redacted] kindly offers to come pick up our car to do the replacement at their shop instead. Oh wow! What a favor! He picks the car up, my husband says my wife told me You guys were going to need me to speak with insurance first? [redacted] says oh no, he can go ahead and call any time after [redacted] is gone. So he calls. Finds out our comprehensive has a $500 deductible. Calls to tell [redacted] only a half hour later that it won't cover the $400 repair. Guess what? Speedy [redacted] had already replaced the windshield! Surprise! I call [redacted], he says there is nothing he can do. We have to pay for the replacement. I tell him what [redacted] downtown told me. He tells me to call him, I ask him to since it seems a miscommunication within their company. [redacted] calls me and asks for the story. I give it to him. He says it is basically not his fault he lied to me about us being there to talk with insurance first before they proceed with the job. Then he says he will do it for $300. Then he talks to his manager and changes it to $350.Desired Settlement: Replace my old windshield, take yours out. They shouldn't have started the work without insurance approval like they said they needed. Their employee shouldn't have lied and said it was fine for my husband to call insurance "whenever" I think he knew what he was doing when he pulled the car off site.

Business

Response:

Mrs. [redacted] did schedule an appointmevnt with our shop and [redacted] gave her a cash price. She when called back Thursday and said she might go through insurance. [redacted] told her that she needed to make a call to the network (insurance claims) and place a claim so we can bill it through the insurance company. We also scheduled to pick her car up on Friday May 17th at her husbands work and bring it back to him when it was finished. When [redacted] arrived to get the car the husband had not called the claim in. He started the call and a couple of minutes later Mr. [redacted] handed the keys to [redacted]. Everything seemed to be fine as Mr. [redacted] was the one calling in the claim and gave the keys to [redacted]. [redacted] then drove the car back to the shop, approx 1.5 miles away and start working on the car. About 30-40 minutes later Mr [redacted] called the shop and talked to [redacted] again. He said that her insurance was not going to cover the job and asked if we already started working on it. [redacted] told her that we already had the windshield out of the car and [redacted] was already in the process of installing the new one. Mr. [redacted] then said ok no big deal. Then Mrs. [redacted] call and said she did not want to pay for it. [redacted] then received another call from the husband and he indicated that it was because their insurance deductible was to high($500).

When Mr. [redacted] was the one calling the claim in and gave [redacted] the keys to go ahead with the job. That was our indication and authorization to proceed with the job they scheduled.

I then call Mrs. [redacted] and helped her by working out a payment plan to cover the windshield price. I also discounted the part to help then with the cost. The original cash price was $399 + tax. To help them, I discounted the job down to $349 + Tax ($50 off) and set up a two payment program. Mrs. [redacted] agreed to the plan and I thought everyone was happy. As Pat (my sales Rep) and I delivered the car back to Mr. [redacted], he proceeded to apologize for his lack of communication on the insurance information. I told him that it is ok and that we can work together and getting this taken care of. Mr. [redacted] then wrote us a check for first payment and sign the invoice stating the work was done to their satisifaction. He also sign the agreement on the invoice for the payment schedule.

I called Mr. [redacted] today May 20th to find out what was going on because we were forwarded a nasty email with items in it that are not true. As I talked to Mr [redacted] he told me he did not know what his wife was doing and did not want to get in the middle of this. He told me to call her if I wanted more information. Seems like Mr. [redacted] understands the situation and is willing to take ownership of the insurance not covering the job do to the high deductible.

Here are the Facts:

1. They scheduled the job and OK'ed the pick up and delivery.

2. Mr. [redacted] was the one calling in the claim and gave the keys to [redacted] to proceed with the job.

3. We went the extra mile to help the customer with a payment program. This is something that we normally do not offer.

4. Mr. [redacted] signed the invoice and payment agreement. Stating our work was done to his satisfaction.

5. It is their insurance deductible that is high. We are not the ones that picked their insurance and deductibles.

Thanks,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

I have reviewed the response made by the business in reference to complaint ID 9547204, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

[redacted] seems to have a skewed view of the facts in this situation. I can't imagine this is merely a misunderstanding so I'm forced to believe he is lying to protect himself. Let's start with his facts.