Speedy Glass Reviews (%countItem)
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Speedy Glass Rating
Description: Glass - Plate and Window
Address: 18206 Bothell Way NE, Bothell, Washington, United States, 98011
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+1 (206) 236-6404 +1 (907) 274-5648 +1 (253) 851-8474 +1 (907) 345-6024 +1 (360) 357-4758 +1 (907) 373-1082 +1 (425) 485-7794 +1 (253) 474-0794 +1 (503) 371-2398 |
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I brought my car in and had the rear window replaced. The car was dirty due to a winter storm and could not be washed due to the broken rear window. I explained it had just had the rear end repainted from recent rear end collision and to be very careful. The storms continued and I was unable to wash my car right away but when I did there was so many scratches I couldn't believe it. I called the shop and they told me I couldn't bring it in for a week because the manger was on vacation, I brought it in anyways and filmed the event. Their tech grabbed 2 blue shop towels and frantically tried to buff out the scratches on the drivers rear fender before giving up when I turned and started to approach him. they were just supposed to be taking photos because I wasn't going to let any more time pass before noting the issues with them the following Week the manager agreed to meet with me along with the district manager. On the walk between the door and my car their denials began, telling me their shop vac hose couldn't cause damage then demanding I come inside to see what hose damage looked like. They told me they would not have been working around the rear fenders to replace the back window and that there were swirls on the hood of the car therefor the scratches they put in it were not caused by them but by me washing my car with *** from ***. there are no scratches anywhere else on the car like these, only everywhere a hose would rub if drug a crossed the car while vacuuming out the back window. finally when I said show me some scratches like these anywhere else the district manager became aggressive, stepping into me and shouting get out of here and have a nice day over and over and over. I asked him really? you know this will cost more in bad reviews than the $50 dollars buffing these scratches would cost he said ya really get out of here! we exchanged a few f bombs and I left. I have photos and testimony from others plus the orig video I took
This customer called in 12 days after the work was completed, When he arrived we asked what the issue was. He began to show us the proclaimed damage, I then offered to do a demonstration of what the vacuum hose could do to a vehicle and was refused. Upon initial work to be done vehicle was so dirty we could not see if any existing damage was on the vehicle when we performed our Pre-Vehicle inspection. when other scratching on vehicle was pointed out to him he became rather defensive and informed us he would destroy our business on Yelp, Google. He was asked to leave several times as he began to raise his voice and become unreasonable.
I have spoke to Cynthia D (253)-345-***@speedyglass.com
I would like to respond to each of the statement this customer is claiming.
1) The branch manager was on a pre-scheduled vacation. This was not a delay tactic.
If a customer calls in with a concern about possible damage to their vehicle, the damage in question needs to be seen by the branch manager and if possible, the regional manager, it needs to be determined if any damage was caused at the time of the installation.
2) The customer did show us his dirty yellow terry clothes that he uses to wash his car. I also use terry clothes to wash my vehicles, and I use a new one after the first or second use because terry clothes collect granules that then can cause scratches.
3) Yes, the swirls are all over the vehicle, in the front, on the sides, and in the rear. Clearly in areas we never touched.
4) The manager did not become irate. He asked the customer to come into the shop so the three of us could do a simulation of how our vacuum hoses are used when cleaning up tempered glass. We also intended to demonstrate that even if you aggressively apply pressure and aggressively rub the hose on a car that it couldn’t possibly cause the damage this customer is claiming our hose did to his car. We had one of our own personal vehicles inside the shop to do this demonstration on. This vehicle was also very dirty, and our hose did absolutely ZERO damage. When the manager tried explaining what we wanted to show this customer, he cut off the manager and repeatedly said he didn’t care about anything we wanted to show him and was getting louder and becoming irate.
5) When you take your vehicle to any place that uses a vacuum hose, the hose can and will rest, rub, or move back and forth or up and down on your vehicle. There is nothing on a rubber or plastic vacuum hose that could cause the scratches this customer is claiming our hose did to his vehicle. In these zoomed in pictures you can see scratches that could not possibly be caused by our vacuum hose. The claim of the customer and patterns in the pictures do support each other.
6) It was indeed very chilly outside that day. We do keep our shop heated. We typically have our heaters set between 65 and 70 degrees. The two technicians that were working on this customer’s car were not wearing jackets, one had on a sweatshirt and the other one had a long sleeve shirt with an apron on. The people this customer saw wearing jackets were the two mobile technicians that returned from their day in the field and the two managers. The two managers had a meeting outside prior to the arrival of this customer. As a matter of fact, it isn’t uncommon to see the manager or even the regional manager wearing their jackets all day, inside the office, inside the shop and even outside.
This customer got out of his car agitated. He never spoke with a calm voice, he was making accusations from the moment he arrived, and he never wanted to discuss his concerns or even a possible resolution. Every time either one of us asked him a question or tried explaining anything to him, he would raise his voice and shut down anything we had to say. He refused to even come in side our lobby or the shop. The entire encounter took place outside in the parking lot. As soon as the customer started dropping the “F” word and shutting down everything we said it was clear this encounter was not going to get resolved. It wasn’t until the customer stated, “ I will take you to court over this” at that moment the manager put out his hand and shook the customer’s hand and said, “have a nice day sir.” After that the customer stated multiple times that he would go onto every possible social media website and give us bad reviews to ruin our reputation, each time he said it louder and louder, and each statement was accompanied with profanity, by the end the people inside the building could hear him. And yes, every time the customer made those statements, the manager did continue to say, “have a nice day sir.” It wasn’t until the very end of the encounter, when he was yelling at both of us, did he ever state he just wanted a $50 buff job. This customer never offered to get or give any estimates.
As for the technician rubbing a blue shop towel on the vehicle, that was to try to get a better look at what the customer was referring to because everything this customer was claiming couldn’t be seen clearly.
Complaint: ***
I am rejecting this response because:
1. The regional manager could have made himself available otherwise why try to say I waited 12 days if you were just going to wait another week.
2. I had just washed the car 15 min earlier with the yellow terry cloth (singular) obviously it would be dirty but nice try.
3. I never complained about the swirls only the hose scratches that are so painfully obvious left on all leading edges of the car around the back window... where they were working on the back window.
4. The regional manager was definitely irate because I was shutting down the two of their fishing expedition for anything they could turn around and say well that was what caused it but it wasn't us. see original complaint he was especially upset after saying I didn't care to see what damage they were capable of I was just here to discuss the damage to "MY" car. His intent was clearly to show me some other damage and say see it doesn't look like yours so therefor it wasn't us. again, nice try
5.In their last response #5 they admit to rubbing hoses on car and it doesn't take a rocket scientist to know if you do that when the car is dirty you are definitely going to scratch the clear coat if not worse, and they did both.
6.here are pics of the tech and office personnel in coats, not cotton shirts, it was no where near 70 in the shop that's a bold lie. And in every single phone conversation and when I brought my car back the first time I told the people they needed to cover the buffing of the paint and that was all I was asking.
Sincerely
First got rear window replaced on Dec 8th at the Speedy Auto Arctic Blvd Location in Anchorage, AK. They claimed to have a 90 day warranty against bad installation or faulty glass. 36 Days following the work, the glass suddenly burst while driving down the highway. There was no contact with any flying objects. On returning to speedy with the expectation of redeeming my warranty work, and I was told that this wasn't covered and no one inspected the vehicle. I left the shop and called customer service on their main line who then directed me to return the following day and speak with the Regional Manager Jennifer H at 9:30 am. The regional was not there at the appointed time and the branch manager Regina H took my car into the shop and attempted to convince me that a rock hit my rear window. When I explained that there was no other vehicles around she tried to convince me that a rock from my own vehicle hit my rear window. With the shape of my car and the speed I was going, this is Physically impossible. Even the Repair Tech present said he would not say that with any confidence. I asked Ms H to call the Ms H who was still not there. She refused to speak with me over the phone and they asked me to return two hours later. On returning, Ms H repeated the same things Ms H told me, and added that wind might have done it. I was traveling SW and the wind was blowing NE at 14 mph. Also not possible. They offered to let me pay for the work a second time at a discounted price and I declined. I took my vehicle to another shop to have the work done as it is my only transportation for my 7 y.o. son. Later in the afternoon the shop called me back and again offered a discounted replacement (still over $200) and we declined due to already having it repaired but asked for the discount to be re-applied to our payment card. We were told this was not possible.
On January 24th, Speedy Glass, issued an apology to *** as well as a full refund for the amount paid to our competitor to have his back glass replaced. We realize accidents can happen over the course of time, however, we also recognize the need for our customers to be happy with the services we provide.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is mostly satisfactory to me. Mr Eric H (regional manager) from Speedy contacted me and offered to pay for entire back Glass. He was kind and apologetic. I appreciate his response and only wish the situation would have been handled this professionally from the start. Thank you.
Sincerely
On Tuesday, November 28, 2017, I dropped off my 2015 Subaru Outback at Speedy Glass at 1215 East Huffman Road Anchorage to have the windshield replaced. I picked it up later the same day. I thought the price was a little high ($404) but I'd done business with them several times in the past and always been satisfied. A few days later the weather turned bad - rain and snow mixed with ice thawing on the roads. It was then that we noticed that winshield fluid was not spraying onto the windshield. I checked the reservoir and it was full. On Monday, December 4th, I took it into *** on Old Seward highway, to have the fluid pump checked and repaired. I told them that the winshield had been recently replaced. *** found that the hoses to the windshield cleaner had not been reconnected after the windshield had been replaced. They charged me $127.20 for one hour's labor. I returned to Speedy glass on Tuesday December 5th, showed them my paper work from *** and spoke with a manager. I explained what had happened and asked that they refund me the amount of ***'s bill. She told me that the tecknician claims that he had reconnected the hoses and that they wouldn't reimburse me for the cost of repair. I told her that the windshield fluid dispenser worked before the windshield was replaced and didn't after. I also told her I was a loyal customer as were my adult children and that it was a poor business decision on her part, not to mentiion unethical, not to stand behind their work. This didn't sway her so I am left with an additional cost. I will no longer do business with Speedy Glass and I will relate my experience to my family and friends.
To Whom It May Concern,
I have spoken with the customer and resolved this issue. *** has assured us that he will come back to Speedy Glass in the future since we were able to take care of this issue. We are grateful for his business and being a valued customer here at Speedy Glass.
Thank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely