River Corporation

Initial Business Response / [redacted] (1000, 8, 2016/04/15) */ To Whom it may Concern We would agree this is a very unfortunate situation that this Gentlemen feels we cracked the windshield in his car when bringing it to our Dealership for a recall Our Service Writer made a note on Check sheet that it had a crack in it before it went into our Shop as to if it spread while in our possession we cannot tell as we did not work near the Windshield when doing the recall We do have security cameras in our Drive Thru and did check them after this matter was brought to our attention but found the reflections from sun and lights were too bad to tell if windshield was cracked ,in fact we could not even tell who was driving the car In reviewing this case we also decided to pay half of replacing the windshield to keep our customer more pleasant [redacted] Initial Consumer Rebuttal / [redacted] (3000, 10, 2016/04/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate that the manager has decided to take the time to review the security camera since I filed the complaint (I wished he had been willing to do so when I first asked)I also would appreciate that he has taken the time to respondHowever, I take issue with the way that this has been handledThere are a few, undisputable facts in this situationFirst, there are recalls on this car (since filing the complaint, I did not hear back from the repair shop about coming into to fix the second recall)Second, the manager is taking the word of the service writer, who indicated that, at some point in the car being in the shop, he noted a crack in the windshieldUnfortunately, there are several issuesWhile the manager believes that the crack was there before the car came (based on the service writer telling him this), I did not see any crack before I brought the car in but did see it upon picking it upI am not claiming to know how the crack got there during the time that I dropped it off [redacted] Seeing as how it seems that the company is not going to take responsibility for what I believe to be damage that occurred during the time the car was in the shop or for the way they handled the situation, I feel the very best I can do is to perhaps educate them in ways they could handle situations in the future [redacted] When I asked for the video camera to be checked because I do not believe that the car came in with this damage, do not avoid doing itA [redacted] tWhen I also brought up the issue of the he sasaid problem (again, this form apparently noting existing damage could have been done after the damage was caused), the manager agreed with me [redacted] He called me and said he could offer me a deal on fixing my windshield, by the service shop that I brought the car in in the first placeThis deal, in my mind, was not a "deal" [redacted] He indicates in his current statement that decided to pay half of replacing the windshield, yet I am not sure this is what he meant by his deal [redacted] With this said, I now just want my second recall fixed and to be done with further interactions with this company

Initial Business Response /* (1000, 8, 2016/04/15) */
To Whom it may Concern
We would agree this is a very unfortunate situation that this Gentlemen feels we cracked the windshield in his car when bringing it to our Dealership for a recall . Our Service Writer made a note on Check sheet that it...

had a crack in it before it went into our Shop as to if it spread while in our possession we cannot tell as we did not work near the Windshield when doing the recall . We do have security cameras in our Drive Thru and did check them after this matter was brought to our attention but found the reflections from sun and lights were too bad to tell if windshield was cracked ,in fact we could not even tell who was driving the car . In reviewing this case we also decided to pay half of replacing the windshield to keep our customer more pleasant [redacted]
Initial Consumer Rebuttal /* (3000, 10, 2016/04/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate that the manager has decided to take the time to review the security camera since I filed the complaint (I wished he had been willing to do so when I first asked). I also would appreciate that he has taken the time to respond. However, I take issue with the way that this has been handled. There are a few, undisputable facts in this situation. First, there are 2 recalls on this car (since filing the complaint, I did not hear back from the repair shop about coming into to fix the second recall). Second, the manager is taking the word of the service writer, who indicated that, at some point in the car being in the shop, he noted a crack in the windshield. Unfortunately, there are several issues. While the manager believes that the crack was there before the car came (based on the service writer telling him this), I did not see any crack before I brought the car in but did see it upon picking it up. I am not claiming to know how the crack got there during the time that I dropped it off. [redacted]
Seeing as how it seems that the company is not going to take responsibility for what I believe to be damage that occurred during the time the car was in the shop or for the way they handled the situation, I feel the very best I can do is to perhaps educate them in ways they could handle situations in the future. [redacted] When I asked for the video camera to be checked because I do not believe that the car came in with this damage, do not avoid doing it. A[redacted]t. When I also brought up the issue of the he said-he said problem (again, this form apparently noting existing damage could have been done after the damage was caused), the manager agreed with me. [redacted] He called me and said he could offer me a deal on fixing my windshield, by the service shop that I brought the car in in the first place. This deal, in my mind, was not a "deal". [redacted] He indicates in his current statement that decided to pay half of replacing the windshield, yet I am not sure this is what he meant by his deal. [redacted]
With this said, I now just want my second recall fixed and to be done with further interactions with this company.