Ninetta Wandler - RE/MAX Integrity Realty

The response from the business was not the complete truthNo window came in the next dayIt took weeks which meant me missing work due to their errorsI didn't want anything for free I wanted it done properly & it was notPeriodHe failed to mention them taking the inside of my door apart & not being able to fix that right awayAs a professional business, when error such as this occurs you have to make adjustments to make it right which was not done

We Spoke too MrM*** on 1/11/and resolved this issue by honoring our companies warranty (life time on all auto glass and on our labor) drove out to his home and cleaned up the extra glass in the truck to insure that the M*** family was safe and worry free of getting cut from loose
glassWe also offered to replace the back window (free of charge) this time with the correct glass, as we misunderstood what features he had on the back glass the first timeWe always try our best to have a 100% customer satisfaction by assuring the customer that our company has a good name and that we stand by our warranty and that we also provide high quality work! We apologized for the inconvenience this caused the family and after we spoke with the customer about the issue he seemed to be happy with Safe Auto Glass and with the way we resolved the issue! Sometimes mistakes can be made but our company will always stand by our work 100% and if any customer has an issue we address it and take care of it right awayWe will take this experience and make it positive by learning from our mistake and making our company better from this. Sincerely,Taylor (Manager)

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*** ** *** Revdex.com of Wisconsin *** ** *** ***
*** ** *** Attn: Bradley *** Dear Bradley ***: This is what really happened with this business transaction #***It appears
what they told you in regard to their issue are not 100% accurateOn December 28, the client brought the Dodge Nitro in for a replacement for a broken window When our technician went to go look at the window after he talked with her on the phone the night before with MS***’s father, it appears the Window regulator was already on its way to not working and so we gave her a special price of $to fix that in addition to the window We have been in business over three years and our mission is to help every customer get their vehicles back the way it was before it was broken intoWhen we talked on the phone we asked her if the window was tinted. This window comes in two ways regular with just a small tint, or a privacy tint which we had the wrong window in stock when she arrived she needed the privacy one so we had to order it for the next day because our warehouse didn’t have it in stock When we got the window in stock and went to put it in unfortunately, somehow the door latch got broken as a professional business we ordered her a new door latch and had another business that is a familiar with this type of repair install the brand new door latch for us It is unfortunate that when you try hard to please customers and they still want something for freeI feel we completed replacing the broken door latch and the window and she should be satisfied Sincerely, Tom ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution
is satisfactory to me. I wanted to let you know that the owner of Safe Auto Glass, Inccalled this morning and refunded my paymentSo the issue is now resolvedIs there something I should fill out to follow up with the actual complaint?
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

This letter is written to provide you with the details about [redacted] (Case # [redacted]). Itappears she called [redacted] looking for a price on a windshield for a 2011 Kia Sorento along with mobileglass service.[redacted] gave her a price of $292.51 including sales tax which was 50% off the dealer price. The...

cus[redacted]eraccused us of charging her for 3.5 hours of labor but if you look at the charges we only charged her for1 hour which if you look at it shows quantity on the receipt for everything.It appears [redacted] said that we changed the price 3 times but I’m looking at the quote that [redacted] hadcreated after he got off the phone with her. We try very hard to give cus[redacted]ers the lowest price toput their vehicle back to the way it was before they called us.In regards to the appointment time we don’t give exact time only a rough estimate because of thetravel time to get to people’s homes and work offices. We also explain that they (the cus[redacted]er) willget a call 20 minutes before arrival by our mobile technician, that way the cus[redacted]er doesn’t have towait all day for it to get completed. We apologize for any confusion.It also was not smart for [redacted]’s boyfriend to make threats of violence to us, they know about thisbecause the Germantown Police contacted them about the threat they made. We also offered themafter all of that to give her the difference if she found someone that had the same glass we use at alower price. End result she wants a refund and that will not happen!Sincerely,[redacted]