Quick Set Auto Glass

12/10/2017Re: ID# [redacted] To whom it may concern, This is a response to the complaint filed on 11/27/Our standard corporate policy is to inspect each piece of glass prior to installation and again after installation during a cleanup/detail processOn a rare occasion, a factory flaw or packaging scratch may not be visible until sunlight hits and reveals an area of question upon drivingWith a concern of this nature, we ask the customer to bring the vehicle back for further inspection to determine if it is warrantable or if it is a rock chip damage that occurred subsequently to the customer leaving the shopIn the case of a rock chip, its unfortunate and can happen the minute they drive the vehicle down the road, but there is no way possible for the glass to receive this type of damage within the shop.The customer's windshield was installed on Friday 11/04/2017, she called the following day (Saturday), I asked her to bring it in on Monday 11/06/so an installer could look at the windshieldNeither installer recalls her coming by and we still have a clip board with a work order-copy of her original invoice with a note to look at the glass.- the work order would typically have been converted to reschedule the customer for a replacement or repairShe may have come by and caught one of them in passing to quickly view it and the confirmation of it being rock chip damage was not to her liking and left upset not allowing us to take care of the situation fairlyOur business practice since has always been to send our customers away with a clear new outlook and to stand behind our work 100%Had it been a warrantable concern with the glass, we would have offered to replace it, or we would have offered to fix the rock chip to avoid her needing to replace another windshield.Attached is a copy of both her original invoice, signed by another individual upon pick up and a contact name of [redacted] noted on the invoice, there was more than one individual involved with this appointmentAttached as well is a copy of the work order we had set to look at the glass.We are more than willing to stand behind a defective piece of glass or repair the rock chip if she would like to give us that opportunity! We can schedule an appointment and have another auto glass professional present to give a second opinion concerning her complaint! We have an outstanding reputation in Fremont county, not only with our customers, but working relationships the other glass shops as well! I can be reached at [redacted] for any additional information! Samantha W***Office Manager