Mark's Mobile Glass

We contacted the customer early October 2015 when the part came in to set up a time to replace but had never heard from the customer until this complaint was filed.  The antenna has been replaced and all repairs are complete.

Initial Business Response /* (1000, 5, 2015/06/17) */
Around March 27, 2015, our lead flat glass installer was called to Mr. and Mrs. [redacted]'s residence located at [redacted] MO XXXXX to give an estimate on replacing the glass in some of their residential windows. On this...

service call, the installer inspected a couple of the window frames of which glass was to be replaced and discussed with Mr. [redacted] that there may be some issues installing glass due to frame rot that could be seen. Our installer even showed Mr. [redacted] what he was referring to and further suggested that he go through and put new wood around the windows but he was adamant that glass be replaced. Since the customer was aware of the possibility of not being able to complete the install in all frames, our installer did not inspect all 8 frames that glass was to be replaced in as this would have created an additional charge for the time it would take to take out and inspect all the frames and Mr. [redacted] was insistent on having the glass replaced. Mr. [redacted] gave our installer approval to go ahead and order the glass. Company policy requires prepayment of special order glass as it cannot be returned to our supplier. Mr. [redacted] conceded and presented payment on or around April 28, 2015, for the glass and labor even though he didn't need to pay for labor at the time, in the amount of $1,005.91. This was to cover glass and installation of 8 residential windows. The glass came in right before our installer was scheduled for vacation so we had to schedule another installer to the job. The job was scheduled for May 22, 2015. The installer pulled the first window, a different frame than what was inspected on the first service call, and noticed considerable frame rot. The installer explained to the customer, that he did not feel that we could properly install the glass in the frames that had considerable frame rot and suggested that Mr. [redacted] contact the manager to discuss a refund. Our installer apologized and explained to Mr. [redacted] that if we had known the other frames were in worse condition than the ones we had originally looked at, we would not have accepted the job, let alone bid it. Mr. [redacted] told our installer "that was not good enough and he would see us in court". On 6/1/15, [redacted], our store manager, talked to Mr. [redacted] about the situation. Mr. [redacted] demanded a full refund on the job because we were not able to install the glass due to the condition of the window frames. [redacted] agreed to refund the labor since the frames were not installed, keep in mind we did not charge the initial service charge to go out and measure and quote the job. The material however, could not be refunded since it was a 'special order' and we cannot return it to our supplier. [redacted] reminded Mr. [redacted] that he was informed that there may be issues installing the glass due to frame rot yet he gave approval to order the glass. Mr. [redacted] denied ever being told anything about the frame rot. Later in the conversation, Mr. [redacted] says "I can't remember Justin (the first installer) saying anything about the chance of frame damage but if he said he told me I'm not going to call him a liar, he could have been using words I don't understand". That afternoon, Mr. [redacted] called to ask if we still had his windows and we told him yes. He said he wanted to pick them up and we told him he could do so at any time as they are paid for. On or about June 4, 2015, Mrs. [redacted] posted an unfair and inaccurate complaint on our Facebook webpage. At that time, we had the $350.00 labor refund check issued and ready to go out in the mail but pulled it to further investigate the complaint with the manager and installer. However, before we could contact the customer to discuss their Facebook post on our webpage, they had already filed yet a more inaccurate complaint to the Revdex.com. We feel that we did everything we could to properly inform the customer of their current situation. We have absolutely no liability in the replacement of their already rotting window frames. We apologize that we were not able to complete the job due to the unseen condition of the window frames but the customer was made well aware of the possibility that if the frames were too rotted that we would not be able to properly install the glass. In an attempt to satisfy this matter, we would be willing to further discuss a partial refund on the material in addition to the refund of the $350 in labor if the customer will retract their posting from our Facebook page.

Upon reviewing the complaint with the manager, we strongly disagree with the statement though there did seem to be some confusion on the repair process.  However, we will gladly refund the customer's money and apologize for any inconvenience.  A check for $50.00 will be...

issued to customer and mailed to the address on this complaint.  Thank you.

Initial Business Response /* (1000, 7, 2015/08/24) */
We are sorry to hear this but also do not feel we are responsible for the customers misfortune. We inspect every vehicle before any work is performed as well as before it leaves our shop. Not to mention that replacement of a windshield does...

not always require the opening of the hood. We also have an emergency/after-hours answering service for situations as this. No call was made. We would like to offer the fact that all hoods have a safety latch and that if at some point after leaving our shop the hood was disengaged, the safety latch would have prevented the hood from opening in the manner stated by the customer. Perhaps the safety latch on the vehicle was damaged.