Premier Auto Glass

This problem was already explained to the customer alreadyShe tried to call her Credit Card company and say that she was not satisfied with the Windshield Installment into her Cadillac Escalade and wanted a refundWe clearly explained to them the situation alreadyShe does not comprehend the model of her vehicle's windshield and it's assigned Auto Glass part #, as well as the Urethane used to glue her windshield in requires hours complete dry timeThus the clearly explained instructions we gave her NOT to remove the blue masking tape at the top of the windshield until hours laterShe came back the very next day, and the tape was already removed!!! Of course the glue was still semi-wet inside and not given the proper dry time, and factors of her driving the car and vibration, shutting doors, etcwill cause the Windshield to slide down a bitThus, again with the end result of a small 1/inch gap at the top of the Windshield and the Escalade's metal pinchweld frameWhen she arrived, upset and stubborn to our explanation of the importance of the instructions to leave the blue tape at the top, she continued yelling at us for a "crappy installation" (her words used) and said "she did not care about the stupid blue tape at the top!" (her words again)What are we to do?? She then made accusations that we had used the wrong glass for her Cadillac, and also that it was missing a weatherstripping at the top and that gap shouldn't be thereAgain, we tried to explain to her the blue tape that was put there helps to hold and keep the Glass from sliding down while the urethane glue was still wet the first 24hoursShe didn't want to hear itWe also offered to help her fix it by putting extra Urethane glue across the top to fill in that small gap to make her happy (at our own cost), she refused and was hotheaded to any resolutionsShe claims she went to a Cadillac dealership and looked at another Escalade's Windshield to compare and that it did have a molding across the top to fill in the gapShe is correct in a senseBut looking at the dealerships new Cadillac Escalade model, (which uses Part# [redacted] ) she cannot compare that to her year Cadillac Escalade (Part# [redacted] ***) !!!! Where her car was made years ago, the car makers and designers did not have the exact same detail looks as a new modelAnd furthermore, if she wants to confirm if we had used the correct glass or not for her vehicle, there on the bottom right hand corner is imprinted the Part # [redacted] on her glassShe can call up any Auto Glass shop in the U.Sand ask them what is the correct part # for her vehicle, and they will tell her [redacted] , and come to take a look at the Glass herself, and see that is how they designed the windshield and its molding bonded to the glassAnd that her vehicle is not missing any moldings or weatherstripping, and the small gap at the top was due to her removing the tape too earlierWe have been in business over years here, and have done over of these [redacted] for Cadillacs and Chevy Tahoes, Suburbans, Silverados, (they all use the same Part# interchangeable) We have even done the glass for local dealerships and know the business wellShe just fails to understand the details of her glass, her vehicle's model in comparison to newer models, and the instructions about the masking tape (which is also clearly stated on our Invoices, section Terms and Conditions about removal of the tape after Hours)

This problem was already explained to the customer already. She tried to call her Credit Card company and say that she was not satisfied with the Windshield Installment into her 2000 Cadillac Escalade and wanted a refund. We clearly explained to them the situation already. She does not comprehend...

the model of her vehicle's windshield and it's assigned Auto Glass part #, as well as the Urethane used to glue her windshield in requires 48 hours complete dry time. Thus the clearly explained instructions we gave her NOT to remove the blue masking tape at the top of the windshield until 48 hours later. She came back the very next day, and the tape was already removed!!! Of course the glue was still semi-wet inside and not given the proper dry time, and factors of her driving the car and vibration, shutting doors, etc. will cause the Windshield to slide down a bit. Thus, again with the end result of a small 1/4 inch gap at the top of the Windshield and the Escalade's metal pinchweld frame. When she arrived, upset and stubborn to our explanation of the importance of the instructions to leave the blue tape at the top, she continued yelling at us for a "crappy installation" (her words used) and said "she did not care about the stupid blue tape at the top!" (her words again). What are we to do?? She then made accusations that we had used the wrong glass for her Cadillac, and also that it was missing a weatherstripping at the top and that gap shouldn't be there. Again, we tried to explain to her the blue tape that was put there helps to hold and keep the Glass from sliding down while the urethane glue was still wet the first 24hours. She didn't want to hear it. We also offered to help her fix it by putting extra Urethane glue across the top to fill in that small gap to make her happy (at our own cost), she refused and was hotheaded to any resolutions. She claims she went to a Cadillac dealership and looked at another Escalade's Windshield to compare and that it did have a molding across the top to fill in the gap. She is correct in a sense. But looking at the dealerships new 2015 Cadillac Escalade model, (which uses Part# [redacted]) she cannot compare that to her year 2000 Cadillac Escalade (Part# [redacted]) !!!! Where her car was made 15 years ago, the car makers and designers did not have the exact same detail looks as a new 2015 model. And furthermore, if she wants to confirm if we had used the correct glass or not for her vehicle, there on the bottom right hand corner is imprinted the Part # [redacted] on her glass. She can call up any Auto Glass shop in the U.S. and ask them what is the correct part # for her vehicle, and they will tell her [redacted], and come to take a look at the Glass herself, and see that is how they designed the windshield and its molding bonded to the glass. And that her vehicle is not missing any moldings or weatherstripping, and the small gap at the top was due to her removing the tape too earlier. We have been in business over 22 years here, and have done over 1000 of these [redacted] for Cadillacs and Chevy Tahoes, Suburbans, Silverados, (they all use the same Part# interchangeable) We have even done the glass for local dealerships and know the business well. She just fails to understand the details of her glass, her vehicle's model in comparison to newer models, and the instructions about the masking tape (which is also clearly stated on our Invoices, section Terms and Conditions about removal of the tape after 48 Hours)

Review: I made an appointment over the phone, and was assured that the shop (Premiere Auto Glass/Absolute Auto Glass) has all the proper materials to repair/replace windshield. Once the windshield was installed, I called less than 24hours later to discuss the "problems" with the windshield and weather stripping coming undone. He told me over the phone, "This is how Cadillac makes their cars". This turned out to be the same man I made the appointment, paid as well as yelling at me in the parking lot. He never wanted to address the mess that was clearly in front of us about my windshield; rather he insisted I return to the shop inside to show me a picture of Cadillac Escalades to prove that is the way the car was made. I denied going into the shop and redirected the employee to the faulty repair of a windshield in front of us. He continued yelling as he walked away (never to return) without offering ANY resolution. I told him he is lying, Cadillac and [redacted] quoted me a cost to properly fix the problem created by the faulty installation at Premiere/Absolute Auto Glass. As I sat in my car in absolute disbelief that after asking 3 times to fix these problems they created (please I can't even drive my car) refusing to hear/see/live up to their "guaranteed warranty", another employee offered to shove more glue on the top portion of my windshield. This however, does not fix the bowing of the weather stripping laterally on both sides of the windshield near the top and bottom of windshield, the open ended weather stripping left at the top of the vehicle was never offered to be fixed,(it is coming out from underneath windshield), the sticky glue inside the gaping hole at top of car, or the plastic molding they broke upon faulty installation of windshield that sits below the windshield wipers. The weather stripping is only around 3/4's of my vehicle and allows rain and wind to enter from the entire top that is not covered with weather stripping.Desired Settlement: At this point, I have called, & been to the shop less than 24 hours later to show the faulty workmanship.I asked more than 3 times for the shop to make it right.I was dismissed & verbally abused by an employee in the parking lot on 09/02/2015. Refusal to allow any further damage to my vehicle by allowing further work to be performed by Premiere/Absolute Auto Glass, because the employee was so adamant about not even considering their faulty work.It is clear to me they do not care about safety.

Business

Response:

This problem was already explained to the customer already. She tried to call her Credit Card company and say that she was not satisfied with the Windshield Installment into her 2000 Cadillac Escalade and wanted a refund. We clearly explained to them the situation already. She does not comprehend the model of her vehicle's windshield and it's assigned Auto Glass part #, as well as the Urethane used to glue her windshield in requires 48 hours complete dry time. Thus the clearly explained instructions we gave her NOT to remove the blue masking tape at the top of the windshield until 48 hours later. She came back the very next day, and the tape was already removed!!! Of course the glue was still semi-wet inside and not given the proper dry time, and factors of her driving the car and vibration, shutting doors, etc. will cause the Windshield to slide down a bit. Thus, again with the end result of a small 1/4 inch gap at the top of the Windshield and the Escalade's metal pinchweld frame. When she arrived, upset and stubborn to our explanation of the importance of the instructions to leave the blue tape at the top, she continued yelling at us for a "crappy installation" (her words used) and said "she did not care about the stupid blue tape at the top!" (her words again). What are we to do?? She then made accusations that we had used the wrong glass for her Cadillac, and also that it was missing a weatherstripping at the top and that gap shouldn't be there. Again, we tried to explain to her the blue tape that was put there helps to hold and keep the Glass from sliding down while the urethane glue was still wet the first 24hours. She didn't want to hear it. We also offered to help her fix it by putting extra Urethane glue across the top to fill in that small gap to make her happy (at our own cost), she refused and was hotheaded to any resolutions. She claims she went to a Cadillac dealership and looked at another Escalade's Windshield to compare and that it did have a molding across the top to fill in the gap. She is correct in a sense. But looking at the dealerships new 2015 Cadillac Escalade model, (which uses Part# [redacted]) she cannot compare that to her year 2000 Cadillac Escalade (Part# [redacted]) !!!! Where her car was made 15 years ago, the car makers and designers did not have the exact same detail looks as a new 2015 model. And furthermore, if she wants to confirm if we had used the correct glass or not for her vehicle, there on the bottom right hand corner is imprinted the Part # [redacted] on her glass. She can call up any Auto Glass shop in the U.S. and ask them what is the correct part # for her vehicle, and they will tell her [redacted], and come to take a look at the Glass herself, and see that is how they designed the windshield and its molding bonded to the glass. And that her vehicle is not missing any moldings or weatherstripping, and the small gap at the top was due to her removing the tape too earlier. We have been in business over 22 years here, and have done over 1000 of these [redacted] for Cadillacs and Chevy Tahoes, Suburbans, Silverados, (they all use the same Part# interchangeable) We have even done the glass for local dealerships and know the business well. She just fails to understand the details of her glass, her vehicle's model in comparison to newer models, and the instructions about the masking tape (which is also clearly stated on our Invoices, section Terms and Conditions about removal of the tape after 48 Hours)