Initial Business Response / [redacted] (1000, 5, 2016/02/23) */ Please see the following timeline to explain the events that transpired 03/03/Quality Glass employee went to customers home and measured window for glass replacementThere is no charge for this service 03/03/Customer was given verbal estimate and agreed to the cost, she paid $deposit with MasterCard over the phoneThe glass was ordered from our supplier 03/13/Glass was delivered by our supplierCalled customer and scheduled installation 03/17/Appointment to install glassCustomer rescheduled on day of appt 03/27/Appointment to install glassCustomer cancelled on 03/26/stating they are having financial problems and she would pay a little at a time until paid in full, once paid, will schedule installCustomer paid $with MasterCard, leaving $remaining due 06/01/No communication from customerCalled and left message to call usHusband called back, stated that they are still having money problems, he will call us when able to pay 09/02/No communication from customerCalled number on file and the number was not in serviceMailed note to customer stating that we are trying to contact them and would like to complete the order 10/20/No communication from customerPhone still out of serviceClosed the workorder and disposed of glass 02/17/Customer called, asked if we still have the glass she orderedI explained that unfortunately, we do notShe asked about the deposit they made previouslyI explained that the money down is to cover the cost of special order materials, and that the glass ordered would only fit her window and was unusable when we were not able to get a response from herI explained that keeping this type of glass with stock materials was likely to cause breakage or damage to the glass over time and require reordering at our expenseThis is why, after almost months without communication, we had to assume that she no longer wanted to complete this order 02/17/Husband called stating that we stole his money, and that he was going to call the Revdex.com 02/17/I spoke to our General Manager at the Quality Glass Corporate office in Goshen, INWe agreed that we would try to compromise with the customerIf they pay the remaining $100, we will reorder the glass (at our expense) and install it as planned 02/18/I called customer's phone number on file and left a message stating that I would like to speak to them about a compromise that our General Manager would like to offerNo return call has been received OFFER: Customer can contact our office anytime Monday - Friday 8:30am - 5:00pmIf the remaining balance of $is paid, we will reorder the glass at our expense and install it once it arrives
Initial Business Response /* (1000, 8, 2017/02/01) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@qualityglass.com
Mr.***,
Regretfully it seems that your request for service fell through the cracksThere has been an renewed emphasis on customer
service since I recently stepped into the GM positionIt troubles me to hear feed back like thisI ask that you reach out again and let this new team service your glass and storefront needsPlease ask for me as I will expedite your request
Thank you
**
Quality Glass
General Manager
Initial Business Response /* (1000, 5, 2016/02/23) */
Please see the following timeline to explain the events that transpired.
03/03/15 Quality Glass employee went to customers home and measured window for glass replacement. There is no charge for this service.
03/03/15 Customer was given...
verbal estimate and agreed to the cost, she paid $125 deposit with MasterCard over the phone. The glass was ordered from our supplier.
03/13/15 Glass was delivered by our supplier. Called customer and scheduled installation.
03/17/15 Appointment to install glass. Customer rescheduled on day of appt.
03/27/15 Appointment to install glass. Customer cancelled on 03/26/15 stating they are having financial problems and she would pay a little at a time until paid in full, once paid, will schedule install. Customer paid $21.59 with MasterCard, leaving $100 remaining due.
06/01/15 No communication from customer. Called and left message to call us. Husband called back, stated that they are still having money problems, he will call us when able to pay.
09/02/15 No communication from customer. Called number on file and the number was not in service. Mailed note to customer stating that we are trying to contact them and would like to complete the order.
10/20/15 No communication from customer. Phone still out of service. Closed the workorder and disposed of glass.
02/17/16 Customer called, asked if we still have the glass she ordered. I explained that unfortunately, we do not. She asked about the deposit they made previously. I explained that the money down is to cover the cost of special order materials, and that the glass ordered would only fit her window and was unusable when we were not able to get a response from her. I explained that keeping this type of glass with stock materials was likely to cause breakage or damage to the glass over time and require reordering at our expense. This is why, after almost 5 months without communication, we had to assume that she no longer wanted to complete this order.
02/17/16 Husband called stating that we stole his money, and that he was going to call the Revdex.com.
02/17/16 I spoke to our General Manager at the Quality Glass Corporate office in Goshen, IN. We agreed that we would try to compromise with the customer. If they pay the remaining $100, we will reorder the glass (at our expense) and install it as planned.
02/18/16 I called customer's phone number on file and left a message stating that I would like to speak to them about a compromise that our General Manager would like to offer. No return call has been received.
OFFER:
Customer can contact our office anytime Monday - Friday 8:30am - 5:00pm. If the remaining balance of $100 is paid, we will reorder the glass at our expense and install it once it arrives.
Initial Business Response / [redacted] (1000, 5, 2016/02/23) */ Please see the following timeline to explain the events that transpired 03/03/Quality Glass employee went to customers home and measured window for glass replacementThere is no charge for this service 03/03/Customer was given verbal estimate and agreed to the cost, she paid $deposit with MasterCard over the phoneThe glass was ordered from our supplier 03/13/Glass was delivered by our supplierCalled customer and scheduled installation 03/17/Appointment to install glassCustomer rescheduled on day of appt 03/27/Appointment to install glassCustomer cancelled on 03/26/stating they are having financial problems and she would pay a little at a time until paid in full, once paid, will schedule installCustomer paid $with MasterCard, leaving $remaining due 06/01/No communication from customerCalled and left message to call usHusband called back, stated that they are still having money problems, he will call us when able to pay 09/02/No communication from customerCalled number on file and the number was not in serviceMailed note to customer stating that we are trying to contact them and would like to complete the order 10/20/No communication from customerPhone still out of serviceClosed the workorder and disposed of glass 02/17/Customer called, asked if we still have the glass she orderedI explained that unfortunately, we do notShe asked about the deposit they made previouslyI explained that the money down is to cover the cost of special order materials, and that the glass ordered would only fit her window and was unusable when we were not able to get a response from herI explained that keeping this type of glass with stock materials was likely to cause breakage or damage to the glass over time and require reordering at our expenseThis is why, after almost months without communication, we had to assume that she no longer wanted to complete this order 02/17/Husband called stating that we stole his money, and that he was going to call the Revdex.com 02/17/I spoke to our General Manager at the Quality Glass Corporate office in Goshen, INWe agreed that we would try to compromise with the customerIf they pay the remaining $100, we will reorder the glass (at our expense) and install it as planned 02/18/I called customer's phone number on file and left a message stating that I would like to speak to them about a compromise that our General Manager would like to offerNo return call has been received OFFER: Customer can contact our office anytime Monday - Friday 8:30am - 5:00pmIf the remaining balance of $is paid, we will reorder the glass at our expense and install it once it arrives
Initial Business Response /* (1000, 8, 2017/02/01) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@qualityglass.com
Mr.***,
Regretfully it seems that your request for service fell through the cracksThere has been an renewed emphasis on customer
service since I recently stepped into the GM positionIt troubles me to hear feed back like thisI ask that you reach out again and let this new team service your glass and storefront needsPlease ask for me as I will expedite your request
Thank you
**
Quality Glass
General Manager
Initial Business Response /* (1000, 8, 2017/09/12) */
We contacted [redacted] scheduled to install new mirror.
Initial Business Response /* (1000, 5, 2016/02/23) */
Please see the following timeline to explain the events that transpired.
03/03/15 Quality Glass employee went to customers home and measured window for glass replacement. There is no charge for this service.
03/03/15 Customer was given...
verbal estimate and agreed to the cost, she paid $125 deposit with MasterCard over the phone. The glass was ordered from our supplier.
03/13/15 Glass was delivered by our supplier. Called customer and scheduled installation.
03/17/15 Appointment to install glass. Customer rescheduled on day of appt.
03/27/15 Appointment to install glass. Customer cancelled on 03/26/15 stating they are having financial problems and she would pay a little at a time until paid in full, once paid, will schedule install. Customer paid $21.59 with MasterCard, leaving $100 remaining due.
06/01/15 No communication from customer. Called and left message to call us. Husband called back, stated that they are still having money problems, he will call us when able to pay.
09/02/15 No communication from customer. Called number on file and the number was not in service. Mailed note to customer stating that we are trying to contact them and would like to complete the order.
10/20/15 No communication from customer. Phone still out of service. Closed the workorder and disposed of glass.
02/17/16 Customer called, asked if we still have the glass she ordered. I explained that unfortunately, we do not. She asked about the deposit they made previously. I explained that the money down is to cover the cost of special order materials, and that the glass ordered would only fit her window and was unusable when we were not able to get a response from her. I explained that keeping this type of glass with stock materials was likely to cause breakage or damage to the glass over time and require reordering at our expense. This is why, after almost 5 months without communication, we had to assume that she no longer wanted to complete this order.
02/17/16 Husband called stating that we stole his money, and that he was going to call the Revdex.com.
02/17/16 I spoke to our General Manager at the Quality Glass Corporate office in Goshen, IN. We agreed that we would try to compromise with the customer. If they pay the remaining $100, we will reorder the glass (at our expense) and install it as planned.
02/18/16 I called customer's phone number on file and left a message stating that I would like to speak to them about a compromise that our General Manager would like to offer. No return call has been received.
OFFER:
Customer can contact our office anytime Monday - Friday 8:30am - 5:00pm. If the remaining balance of $100 is paid, we will reorder the glass at our expense and install it once it arrives.