Insight Auto Glass, LLC

Mr [redacted] had us replace his door glassHe has a mechanical problem, not an autoglass problemWe went out there times, and all times everything on his door glass was in its placeMr [redacted] had called me and I tried explaining to him that it is a mechanical issue with his vehicleWhat ever damaged his door glass, causing us to come out to replace it, may have damaged his door mechanicsWe dont know for certain why his door is coming unhitched while he is driving, but we are very certain that it was not a result of us installing a new door glass for himMr [redacted] just needs to go to a mechanic and find out what is wrongThis is a mechanical problem, he may need to replace his latch on the frame doorIn regards to his claim of wanting us to pay for it, we did not cause the damage to his door and therefore are not responsible for any damage he is claiming we causedWe remove the door panel, install the glass, assemble the door panelIt is the latch he is having trouble withWe don't touch the latchAt the end of the phone call he claimed he will ruin us over the internet, he has done it plenty of times to get what he wants, and then used foul language We understand that situations like this is frustrating and can cause one to act or behave in a manner that might be found offensiveWe usually do all that we can do to help people, but in this case it is a mechanical problem that we cannot fix, nor claim to be responsible Thank You, [redacted] *

We left a voicemail with [redacted] stating that we would accept the offer of him paying $and Insight Auto Glass will cover the rest (without involving ***) We apologize for the inconvenience and unfortunately in this instance in we were trying to repair a broken windshield the damage got worse Given that it is a brand new vehicle the only (and correct) part to replace the windshield has to come directly from Volvo therefore the cost was rather high As with all insurance companies we have nothing we can do with pricing therefore we are only allowed to accept what they will pay us When [redacted] has a moment he may call us at his convenience (###-###-####) so we may get the part ordered from Volvo and get this taken care of for him Thank you!

We spoke with the technician who performed the work on the vehicle. He stated that when he arrived at the location, the hood of the vehicle was up so he closed it and moved the vehicle to an open area so he could get started on the work. He installed the windshield and he said everything went... smoothly. Our technician did recall seeing preexisting swirl marks on the hood when he closed it, and assured us that he did not cause any damage. The technician who performed the work is a seasoned vet tech with 27 years of experience. We do not set tools on painted surfaces. I have included pictures sent to me from the dealership and the area that the customer is claiming we damaged is in an area that we just would not work over. The damage looks old, and more likely caused by a rock then by our technician. When I spoke to the dealership I asked them to review their camera footage and if they could provide us with video of our technician damaging this customers hood in some way, I would be more then happy to discuss repairing the customers vehicle promptly. We still have yet to hear from the dealership on the footage. At this time we are not claiming responsibility for the scratches and scuffs on the customers hood.We do, however, value everyone of our customers and do not wish our customers to feel abandoned. What we are willing to do is provide the customer with a OEM paint touch up pen from the dealership as well as a complete wax and polish from The Detail Shop. We know this is not what the customer wants, but this is what we will offer to do for them as a courtesy. Respectively,Insight Auto Glass

We offered to call *** ***'s insurance and explain to them the warranty issueHe refused and demanded that a warranty be performed with out involving his insuranceThe proper procedure when a customerrequest a warranty yet we do not deem it a warranty is to contact the insuranceInsurance
companies are extremely seasoned in understanding what is deemed a warranty vsan unreasonable demandIfthey would of informed us they also consider this a warranty at that point we would of schedule *** *** for a warrantyFrom all our past experience (which is over 170,customers serviced) the insurance companywould consider it new damage and process a new claim. He refused to involve his insurance so we were not able to resolve this problemWe explained we believed due to the problem he was experiencing and hisunwillingness to involve his insurance we would not be able to help himAt that point we where informed he would involve anyone (except his insurance) and do anything to ruin our company nameSince then he hasposted negative reviews online contacted *** *** and now involved the Revdex.com*** *** has been contacted and we have scheduled the replacement of his glassWe have schedule *** *** only because logistically it is easier to replace the windshield rather then exhaust any more resources defending his unmerited complaint

We appreciate how Mr*** * *** takes great care of his vehicle and we had absolutely no problem with him standing next to our technician during the replacement process Unfortunately the screws used for the *** *** rear view mirror are applied with a *** adhesive when
tightened When a windshield is replaced these must be removed of course and in most cases they are either stripped (due to a previous windshield installation) or still glued into the mirror *** and *** have since improved their design after Although the stripped screws were shown to Mr*** once noticed by our technician prior to continuing the process, and although he signed the invoice acknowledging as such, we did order the rear view mirror for him We will replace the mirror at no out of pocket expense to Mr*** We have communicated with Mr*** and he will contact us once he is back in town We will also come to his home or work to replace it at a time frame convenient for him

Complaint: ***
I am rejecting this response because:
TThe first guy removed everythingAnd insight auto glass is responsible
Sincerely,
*** ***

Mr. [redacted] had us replace his door glass. He has a mechanical problem, not an autoglass problem. We went out there 3 times, and all 3 times everything on his door glass was in its place. Mr. [redacted] had called me and I tried explaining to him that it is a mechanical issue with his vehicle. What ever...

damaged his door glass, causing us to come out to replace it,  may have damaged his door mechanics. We dont know for certain why his door is coming unhitched while he is driving, but we are very certain that it was not a result of us installing a new door glass for him. Mr [redacted] just needs to go to a mechanic and find out what is wrong. This is a mechanical problem, he may need to replace his latch on the frame door. In regards to his claim of wanting us to pay for it, we did not cause the damage to his door and therefore are not responsible for any damage he is claiming we caused. We remove the door panel, install the glass, assemble the door panel. It is the latch he is having trouble with. We don't touch the latch. At the end of the phone call he claimed he will ruin us over the internet, he has done it plenty of times to get what he wants, and then used foul language.  We understand that situations like this is frustrating and can cause one to act or behave in a manner that might be found offensive. We usually do all that we can do to help people, but in this case it is a mechanical problem that we cannot fix, nor claim to be responsible.  Thank You, [redacted]

Initial Business Response /* (1000, 6, 2015/09/23) */
Our technicians who performed this work, with whom have 45+ years of combined experience between the two, took great care in the services performed for our customer as we do with all of our customers. It was very clear that our customer takes...

great pride and care in his vehicle.
It is correct that the initial windshield "stressed", although it is rare, it can happen and it was replaced again at no cost to our customer as part of our lifetime warranty (which is included with all of our services).
We are not aware of any glue left on the dash. Should this happen we have safe products which can remove it. We would be happy to come out right away and take care of this.
In regards to the dash damage, we will always try to do a perfect job and exceed expectations. Should we ever fail in this we will remedy a situation immediately. Neither technician is aware of causing any dash damage. Although unlikely, if damage were to ever occur with a vehicle it is immediately brought to the attention of management and corrected. We have offered to have the dash professionally repaired and this service can be done at a dealership of his choosing. If a door were to get a little ding in a parking lot, which most people have had, it can be professionally repaired and look as though it never happened. A new door would not be necessary.
Insight Auto Glass will always offer our customers a fair and reasonable resolution. An attempt to remedy any perceived warranty issue is not an admission of any wrongdoing but rather a testament of our extraordinary customer service. We go above and beyond to satisfy our customers, to help educate, to address their concerns, and answer any questions no matter how big or small. We hope that we can come to a resolution with our customer in this particular situation.
Initial Consumer Rebuttal /* (3000, 8, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I called to schedule in my vehicle to have the windshield replaced I clearly disclosed the condition of the vehicle to [redacted] I noted that it was in perfect condition and that I didn't want anyone to work on it from their company if they couldn't do so without damaging it. He agreed to taking on the job of replacing the windshield.
First of all years of experience doesn't justify that they are not capable of making mistakes. It is not my problem if your technicians can't recall damaging my dash but neither of them noted any damage before the installation of the windshield either. I can assure you that the dash was not damaged before hand I have no reason to have a saw or knife anywhere near the windshield on my dash. I also believe you are not being honest as your lead tech [redacted] stated to my wife on August 12th that the damage was their (Insight Auto Glass) fault and they would make it right. [redacted] was also told about the glue on the dash.
I have explored your idea of having the dash repaired and contacted my local dealership Honda of Greeley to meet with the contractor they use to complete these types of repairs. His name is [redacted] and his company is Modern Materials Reconditioning out of Fort Collins Colorado. [redacted] had looked at the damage and told us that by the time he was done fixing the damage that it would look worse than it does with the damage. He stated that he would have to use a heat gun to repair the dash and it would defect the textured dash and it would leave a shiny sheen that would be very visible to the eye. He stated that there would be a 0% chance to return the dash to original condition and that the right thing to do would be to replace the dash. I have an email documenting this and if you would like to contact him I can also provide information on this.
I also have the same statement from [redacted] the Service Director of Honda of Greeley. [redacted] also stated to my wife that Insight Auto Glass should do the right thing and replace the dash. He has also told her that he was going to consider dropping Insight Auto Glasses services for windshield replacement due to this incident.
This is the reason I'm requesting the replacement of the dash because a professional can't bring the dash to it's original condition before the replacement of the windshield from Insight Auto Glass.
I have also talked with my insurance agent and he stated that Insight Auto Glass should hold an insurance policy that would pay for the replacement of the dash. Businesses are required to hold these policies for the times they make mistakes such as this instance.
I wish your customer service was half as good as you claim it is because if it was we wouldn't be in this situation.
Final Business Response /* (4000, 10, 2015/10/13) */
We appreciate the time our customer has taken to pursue this issue. This is certainly a sensitive issue and although we still are not claiming fault we have contacted our Insurance company so they may explore this further. Our customer should be contacted by them shortly and we will stand behind the determination of our Insurance company.
Final Consumer Response /* (2000, 12, 2015/10/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This is what I asked for in the beginning. It's too bad I had to ask for assistance to get the proper resolution without you doing the right thing on your own. Maybe in the future you will work on your customer service skills.

Hello! I believe this is [redacted] who has filed this complaint as that is who we spoke to on the phone?  Unfortunately yes, chip repairs can fail and we understand the frustration.  Our warranty of providing a credit of $100 should a repair fail far exceeds industry standard.  In addition,...

we provided a $50 credit towards their windshield replacement on their [redacted] (the [redacted] replacement was completed on Oct 9th, 2017) for having the repair done on the [redacted]. The goal for a windshield repair is to prevent the already broken windshield from getting worse and to postpone the need for a windshield replacement.  Occasionally the repair process is not successful and a windshield replacement is necessary. The best analogy I can give is if your tire gets a nail in it, you take it in for a patch. However, if the patch doesn't hold, the tire repair facility doesn't owe you a brand new tire because of the pre-existing damage. Our offer, and our written warranty, of discounting the windshield price $100 from the normal cost of $258 for the [redacted] (leaving a total of $158) still stands. We will be happy to provide the windshield replacement at their location and time of choice (any day other than Sunday) should they request us to replace the windshield.

We spoke with the technician who performed the work on the vehicle. He stated that when he arrived at the location, the hood of the vehicle was up so he closed it and moved the vehicle to an open area so he could get started on the work. He installed the windshield and he said everything went...

smoothly. Our technician did recall seeing preexisting swirl marks on the hood when he closed it, and assured us that he did not cause any damage. The technician who performed the work is a seasoned vet tech with 27 years of experience. We do not set tools on painted surfaces. I have included pictures sent to me from the dealership and the area that the customer is claiming we damaged is in an area that we just would not work over. The damage looks old, and more likely caused by a rock then by our technician. When I spoke to the dealership I asked them to review their camera footage and if they could provide us with video of our technician damaging this customers hood in some way, I would be more then happy to discuss repairing the customers vehicle promptly. We still have yet to hear from the dealership on the footage. At this time we are not claiming responsibility for the scratches and scuffs on the customers hood.We do, however, value everyone of our customers and do not wish our customers to feel abandoned. What we are willing to do is provide the customer with a OEM paint touch up pen from the dealership as well as a complete wax and polish from The Detail Shop. We know this is not what the customer wants, but this is what we will offer to do for them as a courtesy. Respectively,Insight Auto Glass

We left a voicemail with [redacted] [redacted] stating that we would accept the offer of him paying $425 and Insight Auto Glass will cover the rest (without involving [redacted]).  We apologize for the inconvenience and unfortunately in this instance in we were trying to repair a broken windshield...

the damage got worse.  Given that it is a brand new vehicle the only (and correct) part to replace the windshield has to come directly from Volvo therefore the cost was rather high.  As with all insurance companies we have nothing we can do with pricing therefore we are only allowed to accept what they will pay us.  When [redacted] has a moment he may call us at his convenience (###-###-####) so we may get  the part ordered from Volvo and get this taken care of for him.  Thank you!