Snake River Auto Glass

On the first visit, our installer did attempt twice to replace the windshield using properly marked after-market part for this customer’s new 2015 Volkswagen. However, the after-market windshields were not correctly sized for this newer vehicle. This is not uncommon with newer vehicles.
Our...

installer then advised the customer that he would have to order and OEM (original equipment manufacturer) part because the less expensive aftermarket part would not fit properly. OEM parts are generally more expensive; so, the customer was asked if he wanted the OEM part ordered. The customer replied “yes”. The installer then put the broken windshield back into the customers car so that he would not be without a car for two weeks, and ordered the OEM windshield.
The customer returned two week( longer then usaul due to the indapendence day holiday.) later and the windshield was properly installed. Several labor hours were spent trying to put in a safe and satisfactory product.
When the customer picked up the car and complained about the higher price the owner deducted all labor cost, and only charged the customer for the amount of the OEM part, which was $320.00.
The customers debit card was lying on the counter and was not taken out of permission as alleged. The customer signed the work order and received the product for which he purchased.
Generally a quote or a bid is a stated estimate. We feel the customer was informed that an aftermarket part would not fit his newer car, and he agreed to the order and purchase of an OEM part. Again, because of the confusion, the customer was not charged for any labor costs.
 
We apologize for any miscommunication. It is unfortunate, for the customer, and the company when cost are incurred that are not planned.