Samson Glass & Mirror Inc

I am writing to respond to the customer complaint #*** for the RV windowI am sorry about the timeliness of the letterI have been out of the office and didn’t get my mailI did want to clarify the situation, As, I am very proud of the customer service our company has because we strive
to make customers happyI do agree to the beginning statementI was called to do an emergency repair on an RV, I re-arranged the schedule to go and help the customer out, so he could go on vacationWe sent out a tech and he replaced the glass with a piece of plexi-glassWhile out there it was discussced that this was a temporary fix and we gave a price for replacing the glass with GlassA template was made so that we could order the glass later when the RV was back from vacation.I received a phone call the next day saying the window had fallen outI suggested that he send me pictures of the issue, so I could try to figure out what was wrong and rectify itHe blatenly laughed at me saying I was unable to figure anything out with a pictureSo, I arranged the schedule again tor the next morning for him to come in at 8:15am to bring the camper and we would check it out and see what the problem was.At 9:00am the gentleman came in furious, and without the RVI was very calm in explaining that the tech that was supposed to look at the window had left, since we had no phone call and he hadn’t showed upOther installers were present at the time of the incidentI was unable to hold the other installers at the office until he return with the RVI explained that we had made an appointment and I would have to see when someone could come out later in the dayHe became even more furious, because he said they were leaving right then and wanted his money backI explained that we were not able to refund the money because it was our job to make it right, and I wanted to have it fixed for them for their vacationThe gentleman was not nice at all and his voice was so loud from yelling that guys from the back of the building came to the office to make sure that I was okI was not rude or ignorant to the gentlemenI tried to help him, as I was trying to help the first day he calledHe repeated that I didn’t care and didn’t know what the problem wasHe pointed his finger at me and yelledI asked him if he was threatening me, because I didn’t like that (Because I was feeling threated at the time) He laughed at meAs he was leaving the office he yelled back “I’ll be back to have this fixed when I return from vacation, I will just tape it in ” I said call us and make an appointment, so we can have someone here to look at it(There is not always tech’s in the office and I didn’t want him to make an unnecessary trip)I made a call out to a tech that was on the roadHe called the customer several times without reaching himHe then went to the location of the RVNobody was there, but he was able to look at the problem.Upon returning from the trip the customer came angrily again into my officeThe manager greeted him and let him know what we could do to fix the problemHe did not want to hear anything except that he wanted his money backThe customer did use the plastic to cover the hole where the glass was missing, we did spend the time to make a pattern piece of plastic to fit, and also make a pattern to order the glass that was supposed to be ordered after the vacationThe gentleman was offered to deduct $off the order of the glass for any inconvenience, but ranting and yelling again he was not going to be satisfied with anything less than his money backUnfortunately, we were unable to give his money back, as he knew that what we did was custom, emergency service that was unable to be done by the manufacture of the motor home in time for his vacationI did make an appointment for him so we could resolve the issue, before he was leaving, I couldn’t help that he didn’t show up for that appointmentWe also, made a trip to the location, before they left for vacationAnd multiple phone calls were made, before vacationHe was able to use the plastic duringvacation, and we offered to reattach the plastic when he returned, Which would have been at no additional costAfter none of these options were accepted we did offer to deduct the money, again, with the purchase of the new glassI believe that they used the glass for the vacation, which was necessary to protect their RV and now have time to order the glass from the manufactureOtherwise, why not get the perminate fix, which is the glass at the discounted rate?I am not sure that I was aware of the fact that this was not his RVNot that that matters, but I was personally on site for the said conversations and the complaint was submitted by a second hand party, who is going off of hearsayThe offer is still available for us to reattach the plastic, at no costOr, give a $discount for the purchase of the glass.Respectfully submitted,Melissa M***PresidentSamson Glass & Mirror Inc