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Plymouth Glass & Mirror, Inc.

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Reviews Plymouth Glass & Mirror, Inc.

Plymouth Glass & Mirror, Inc. Reviews (2)

We broke a customers windshield by freak accident, on Thursday afternoon. A professional from Plymouth took our phone order and a professional replaced the windshield by 9:15 Friday morning.
Great service and the customer is happy to have a new windshield.

Review: My complaint starts with the replacement of my RV Duel windshields. The company Plymouth Glass Company not only installed them incorrectly but refuses to admit any fault in this. My windshields are NOW FALLING OUT. They tried to state that it is my fault due to the leveling system. When contacting other GLASS installers Payless Glass out of Hamden CT and RV Windshield installers National and having the procedure explained shows that Plymouth Glass Company installed them incorrectly. They refuse to now fix the issue as stating that it has been to long. I live in CT where there is SNOW, RAIN and Hurricanes that gives you a SMALL window to actually enjoy using this RV. They stated this is natural Wear and Tear?The max mileage on my RV since this installation is 225 miles. HOW can that be considered Wear and Tear? HOW can Plymouth not stand behind their customers? I am a woman traveling alone when I do get to travel.So to be BLUNT Plymouth GLASS COMPANY FAILED to provide the SERVICE needed and refuses to stand behind their work instead blaming it on the customer. [redacted]

Product_Or_Service: Windshield Replacement

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I now have to have the Windshield Re Seated Correctly and I would like for Plymouth Glass Company to pay for the Correct installation and showing they care about the safety of their customers.

Business

Response:

Business Response /* (1000, 5, 2013/06/21) */

Contact Name and Title: [redacted], Risk Mgmt

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@plymouthglass.com

Approximately 2 weeks ago, a woman from Geico Insurance direct called into Plymouth Glass with Mrs. [redacted] on the line as well stating the customer has an issue with an installation that was completed on her 1999 National Dolphin Motorhome. Both windshields were installed into this motorhome on April 6, 2011. Our representative passed [redacted] call to our Auto Glass manager [redacted] who spoke with [redacted] on the line regarding the issues. The customer explained she received a video from here campground about proper leveling of the motorhome. [redacted] asked the customer if the windshields popped out during the leveling of the RV and the customer stated "yes, I believe so." Pete advised the customer that there is no warranty on this RV for the windshield replacements as this point. The customer asked [redacted] if we could send a technician out to look at the motorhome at the customer's home in East Haven and he advised the customer we could send 2 technicians out as that's what it would require, and that the customer would be held responsible for any costs that would be incurred to fix the problem. The customer and Geico insisted that we go out there and [redacted] reiterated that we cannot come out for a "warranty" and that the customer would be held responsible for the monetary costs. Geico and the customer hung up on [redacted] at that moment. Approximately 1 week ago we received another call from a gentleman from Geico's warranty department who asked more about the situation. [redacted] again explained the situation and that there is no warranty. The gentleman from Geico warranty agreed that the work performed should not be warranted at this time stated "if there is no warranty, then there's no warranty. It is what it is." He apologized for taking up [redacted] time and stated he would forward along this information. 2 days later, we received a 3rd phone call, this time from a woman from Safelite Customer Satisfaction who handles the warranty issues for Geico and other insurance companies. The woman from Safelite Customer Satisfaction apologized to [redacted] for all these phone calls and stated there is no warranty on this motorhome. She stated that she pulled Safelite's policy and Duncan Systems (the insurance who handles motorhomes for Geico and other insurance carriers) and stated their warranty clearly only states 1 year from installation which at this point would not be covered. She agreed this case would be closed out at this time and per our contract with Geico, there is no responsibility on this motorhome for the installation at this time.

In addition to all of this information, multiple other phone calls were placed to research this issue. When calling Payless Glass out of Hamden, CT, they clearly explained there is only a 6month warranty with leaking for any motorhome glass installation and they do not cover stress cracks, windows popping out, etc. Crowley RV in Bristol, CT was contacted and asked about their warranty on BRAND NEW coach RV's and the glass. They advised us there is only a 1 year manufacturer's warranty for the glass.

In addition to all of this, we do an inspection on each vehicle before installing any glass and obtain a customer signature after explaining to them what we find. We also complete this inspection to determine if the customer has any valuables in the coach in case of vandalism or a break in were to happen while the coach is in our possession. Before completing this motorhome, the manager [redacted] explained in detail to Mrs. [redacted] exactly what we found on her motorhome. There are notes explaining that the driver's side and passenger's side windshield were both falling out due to issues with the motorhome itself and NOT the glass installation. It also explained there was silicone all over the pinchwelds of both of the windshield's which hints that someone tried re-sealing these windshield's prior without success as well. The customer signed the bottom of the inspection sheet acknowledging this. In addition to this, our paperwork that was submitted to Geico for billing was signed by Mrs. [redacted] and specifically stated "No warranty at all on motorhome windshields and/or installations." I would be happy to send you a copy of both of these signed documents as well but there is no attachment section here for me to include those documents. If an email may be provided, I am happy to send those documents in. Any questions further at this time may be directed to [redacted] Auto Glass Manager or [redacted], Insurance Supervisor/Risk Management.

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Description: Auto Repair - Windshield, Glass Shops, Store Fronts, Windows - Installation & Service, Auto Seat Covers, Tops & Upholstery, Auto Sunroofs, Glass - Plate and Window, Storm Windows & Doors - Repair

Address: 142 E Main Street, Rte. 6, Thomaston, Connecticut, United States, 06787

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