Lonnies Glass of Cortez, Inc.

Revdex.com Rd: Complaint ID: *** To whom it may concern: I would like to convey to you the events regarding this incident which occurred on 3-3-Mr*** did call our office to set up an appointment for repairs to their Honda Odyssey Mini VanHe did state that it was the
sliding side door window that needed to be replacedUnfortunately in this case the person that took the initial call was out of the office when the insurance dispatch came in, the person that received the dispatch ordered the part as indicated on the dispatch which in this case was wrongThe insurance dispatch indicated that the part required was the windshield, so that is what was orderedIt was unfortunate that there was as mix-up, although very rare, these things can happenI apologized to Mrs*** for the inconvenience expressing that we were very sorry for the mistakeAs she had a 1-1/hour drive each way from her home to our shop I was very sorry this had happenedShe had expressed to the Ladies in the office that she had driven all that way with no window and in response Shelly asked if she would like us to tape some heavy clear plastic over it for her, her response was "Oh that would be great"We do this for many of our customers as a curtsey, Mrs*** stood by my side and watched as we did thisDuring the process I explained the steps I was taking(1) I used blue painters low tack masking tape and applied a layer around the perimeter of the window firstI explained to her that we do this to prevent the adhesive from the stronger duct tape from being left on the vehicle(2) We then cut a piece of clear flexible plastic to the shape required to cover the openingWe then used a high bond duct tape to adhere the plastic over the openingThe duct tape was applied directly to the blue tape, never touching the vehicle paint except down the leading edge to prevent the wind from getting under itMrs*** said she appreciated the job we did in closing up the hole for her and said it looked greatWhen the vehicle returned for the second appointment to install the door glass the plastic was still in placeWhen the plastic was removed from the door the blue tape removed some of the clear coat from the bottom edge of the windowI want to stress here that it was only the clear coat, not the paint that came offThe paint containing the color was not damagedThere statement that the paint was damaged is untrueThis may seem trivial to some, but not to meI have used this process for many years on more vehicles that I can accurately guess and have never seen this happenWe take these steps in order to prevent such damageIn my professional opinion, there is no way that the clear coat should come off that easily without some other contributing factor, i.esun damage (blistering), or possibly a defect in the original applicationI understand that from an outside view it may sound as if I am trying to lay blame elsewhereWhat I am really saying is I don't feel there is really any blame at all on any partyYes I feel bad that this happened, but I fail to see where it was caused by anything that our shop did, again the clear coat in no way should have failed that simply and as such was due to fail soonIn regards to their statement that we did not properly remove all of the glass from the doorThis I will admit does happen more often than we like, however it is not for a lack of trying to remove it allThe spaces inside a vehicle door, and especially this one due to the fact that it was a sliding van door are extremely cramped and provide very little access to their inner workingsWhen tempered glass breaks it literally flies apart in small kernels less than a 1/4", there can be hundreds and hundreds of tiny pieces all throughout the inside of the doorThey tend to get lodged in the tightest of spots, including inside the windows track mechanism which is typically covered in grease causing them to be extremely difficult to removeAfter cleaning out what we felt was all the broken glass and installed the new glass we ran it up and down multiple times in order to get all of the adjustments just right and neither seen nor heard any problemsOnce the glass was in we put the door all back together and reinstalled the interior trim, then cleaned everything and pulled the vehicle out of the shopWhen Mrs*** came out to her vehicle she was noticeably irritated about how long the process was taking, then when she saw the clear coat along the bottom of the window she really became upsetShe said that we would have to repair itI tried to explain to her that I did not feel that we were responsible and could not cover the repairsShe then gets in her van to leave but first tried to roll down the window, wouldn't you know it, a piece of glass dislodged and was in the track preventing the window from going downThis really upset herWe pulled the van back in and opened the door back up and cleaned it out againAs hard as we try this still happens occasionallyWe pulled it back out, apologized again, but by this time Mrs*** had called Mr*** and she was extremely upsetI was not rude to either of themI did disagree with both of them about being liable for the clear coat but do not feel I was rudeI can say that Mrs*** was screaming at me from her vehicle in the parking lot to where I was inside the shopMr*** then called the shop and I spoke to him, he demanded that I give him by liability insinformation and I refused, I tried to explain to him why I did not feel liable but he did not careHe then told me that he could not believe how rude and unprofessional we were and he told me that he would sue meI said if that's what you feel you have to do then so be itIf I was rude in any way at all it was not intentionalI do feel that they were very unreasonable in there accusations and unwillingness to understand what truly happenedIf standing up for what I feel is true, fair, and just makes me rude then yes, perhaps I wasAs far as customer service, I feel that we do a very good job when it comes to making it right, whatever the situationOver the many, many years in business in Cortez I think this is only the second time that we have had a complaint filed with the Revdex.comIn both instances I feel I was not responsible for the situation and that both times the customer was being unreasonable, Yes, I have heard "The Customer is Always Right"However, when you have been in business long enough, you realize that is not always the caseThere have been numerous times when I have made it right even though it may have cost me, but I did it any way to resolve the issue and felt it was in the interest of good businessBut you have to be able to draw the line somewhere at some pointI feel strongly that this is one of those timesOn one hand I do not relish the possible bad reputation that could potentially come from this, but at the same time I do not see where I or my insurance should have to foot the hundreds of dollars to fix this when I did nothing to cause itIf I had slipped with a scraper, knife, or other tool and damaged the vehicle then yes I would have no problem taking care of itBut in this case the perceived damage was not in any way incurred as a result of us repairing the broken windowBy the way, my name is Heath E***Lonnie was my dad, he passed away years ago and I have always prided myself in carrying on his legacy of professionalism and customer satisfactionThank You Heath E*** Lonnie's Glass of Cortez, Inc*** *** *** ***
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Revdex.comComplaint ID: ***To whom it may concern:In regard to your letter dated Friday, March 11, .I did not give Mr*** my liability insurance because I do not agree that what I did caused any damageI fail to see how this shows that I "lack customer service" or how this means that I am "hiding something".I have spoken to the body shop manager at our local Chevrolet Dealership and he has assured me there is no tape that he is aware of that can remove the factory clear coat on a vehicle without there being a underlying problem.I invite Mr*** to visit with Mr*** *** at *** *** motors and let him evaluate his vehicleMr*** is willing to take a look at Mr*** vehicle and give a professional unbiased diagnosis on what has happened to the clear coatHe has seen photos that I took of the vehicle while it was in the shop and explained that it appears the clear coat was chalkingThis means it was delaminating from the underlying paint before I ever touched the van.I would agree to thisIf Mr*** finds that for some reason I did cause the damageI will then file the claim with my insurance coor pay for the repairs myselfThis will take but a few minutes of Mr*** time and will cost him nothingIt could clear up this entire matter and possibly help him if there are other issues with his vans paint that he may not be aware ofIf it is the factory clear coat and is only two years old it would be covered by the manufacturers warranty.I have tried to be professional about this, but I havve reached my limitIf Mr*** is not willing to talk to Mr*** and insists on continuing with his attempts to get me to accept responsibility for this through bullying and intimidation with threats of law sutes, then I guesss I will see him in Court

Complaint: ***
I am rejecting this response because:
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]I too have taken my vehicle to a dealership in Salt Lake City and the body shop they recommended and they both agree Lonnie's caused the damage In addition *** and *** agree Lonnie's is responsible I will take my chances against Lonnie's and his buddy at the local dealership in Cortez who has never seen the damage in person and I will not be wasting my time driving it over thereI too have had enough I will no longer spend my time dealing with the shop and the attempt to resolve through the Revdex.com My car had paint damage before Lonnie's and now it is damaged by his work Not a difficult one to figure out Oh well, I tried to give him a chance.No response needed from Lonnie's at this point

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed I appreciate the response but the business owner clearly does not understand liability.  I simply requested his liability insurance which he declined to provide.  This not only shows he lacks customer service it also shows he is hiding something.  I feel bad for the poor uneducated he has pulled this on in the past.  I am grateful that I worked as a commercial claims liability adjuster for over 7 years.  I handled literally thousands of general liability and garage keepers claims.  The ignorance and stubbornness that he has chosen to display will not be tolerated.  I am happy to litigate this claim.  I will also seek punitive damages which are excluded under his insurance policy and he can pay out of pocket.  I am also happy to ensure he is no longer a Safeligbt Approved Vendor.  It's unfortunate that he has chosen to go this route but some people will learn the hard way.  So dumb not to let his liability insurance investigate.  If he is right and they agree he is not liable then they would deny the claim.  He isn't concerned about the customer or any "reputation" they have.  He is concerned about his pocket book.The van is 2 years old so blaming his damage on an "underlying condition" is just plain foolish.  Same with claiifying that it was the clear coat as if that lessens the liability.Not only will Mr. [redacted] pay for my damages to the van,  he will be paying for my time and the emotional distress he caused my wife.  So silly and possibly illegal (will verify with CO law) to deny giving his liability insurance.  He is also breaking his insuring agreement with his carrier and I know they will not be happy he thinks he can handle this on his own when I win in court he risks them even covering the costs.  At this point I have no problem moving forward with litigation.  I also sincerely hope the Revdex.com can ensure that there are no future victims to Mr [redacted]'s unethical and faulty service.