Roxy Glass, Inc.

Initial Business Response /* (1000, 7, 2015/12/14) */
To whom it may concern,
I am not here to argue nor to convince, but simply to state facts. I always try to "put myself in the other peoples shoes" when it comes to customer service. My Initial reaction to being dissatisfied with a service...

from a company, regardless of where it is based out of, in state or out of state, would be to call and complain, as most would agree. Roxy glass provides a lifetime warranty on any and all works man ship issues i.e. Air leaking, water leaking, etc as long as they have the glass that we (Roxy glass inc.)installed on their vehicle. Not once were we alerted of any issues regarding the initial installation. Had the client taken the time to call and bring this to our attention that "air was whistling" it would have been fixed immediately and in a timely manner. The Client did in fact take the time to call and claim that the window mysteriously fell out and conveniently happened to be at a shop where it was immediately fixed for $125. We explained that after 3 months post install it is very rare and almost unheard of, that a glass with no adhesive applied would last. Also, with technicians that do this on a daily basis, year in and year out, the last thing that would be forgotten would be to apply the adhesive, but in an attempt to reason with the disgruntled customer we said "OK, no problem, send us a fax with the receipt." Although there was some very suspicious verbiage used on the notes of the receipt, I.e "the window LITERALLY almost fell out", we decided to pay anyways and are ready to send a check with the amount of $125 to the customer to comp the "re-installation ".
With all due respect, this sounds more like a poor attempt to both tarnish and stain the credibility of a legitimate business, while getting a free service, than it is about being dissatisfied with the service provided. It would have been nice to have a chance to correct our initial installation and assess what was causing the air leak, but if this makes the customer happy then that is what we will do.
Thank you.
Initial Consumer Rebuttal /* (2000, 11, 2015/12/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 7, 2015/12/14) */
To whom it may concern,
I am not here to argue nor to convince, but simply to state facts. I always try to "put myself in the other peoples shoes" when it comes to customer service. My Initial reaction to being dissatisfied with a...

service from a company, regardless of where it is based out of, in state or out of state, would be to call and complain, as most would agree. Roxy glass provides a lifetime warranty on any and all works man ship issues i.e. Air leaking, water leaking, etc as long as they have the glass that we (Roxy glass inc.)installed on their vehicle. Not once were we alerted of any issues regarding the initial installation. Had the client taken the time to call and bring this to our attention that "air was whistling" it would have been fixed immediately and in a timely manner. The Client did in fact take the time to call and claim that the window mysteriously fell out and conveniently happened to be at a shop where it was immediately fixed for $125. We explained that after 3 months post install it is very rare and almost unheard of, that a glass with no adhesive applied would last. Also, with technicians that do this on a daily basis, year in and year out, the last thing that would be forgotten would be to apply the adhesive, but in an attempt to reason with the disgruntled customer we said "OK, no problem, send us a fax with the receipt." Although there was some very suspicious verbiage used on the notes of the receipt, I.e "the window LITERALLY almost fell out", we decided to pay anyways and are ready to send a check with the amount of $125 to the customer to comp the "re-installation ".
With all due respect, this sounds more like a poor attempt to both tarnish and stain the credibility of a legitimate business, while getting a free service, than it is about being dissatisfied with the service provided. It would have been nice to have a chance to correct our initial installation and assess what was causing the air leak, but if this makes the customer happy then that is what we will do.
Thank you.
Initial Consumer Rebuttal /* (2000, 11, 2015/12/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)