Twin City Glass Company

We received the complaint that [redacted] submitted regarding her windshield replacement.Ironically, the date that the complaint was submitted (8/31117), Ms. [redacted] contacted our officeregarding the windshield replacement. We informed her that we would order a new windshieldfor the replacement and...

contact her when it arrived to schedule the installation. We havereceived the windshield and have confirmed the installation date with Mr. & Ms. [redacted]. Thescheduled date for the work is Monday, September 11, 2017.When the leaking issue was brought to our attention, we completed a water test on the vehicle.During the water test, we tested the windshield seal (which shown no leaks) and dispensed waterinto the passenger side rain trough of the [redacted] roof. When we dispensed water into the trough,we noticed the water would run onto the passenger side floor. We discussed these findings withMr. & Ms. [redacted], who indicated we must have damaged the drain tubes during the windshieldreplacement. The drain tubes are not disturbed during the removal or installation process of thewindshield because they are encased in hardened steel which does not allow us to gain access to.We also spoke to Chris at the Dick Hannah Collision Center (the shop Ms. [redacted] refers to in thecomplaint) regarding the leaking issue. While speaking to Chris, he did inform us that their shopdid complete body repairs on that side of the vehicle from a different incident in recent months.While the vehicle is in our shop for the windshield installation, Chris will be inspecting thevehicle to confirm if their body shop missed repairs while the vehicle was at their shop. Ms.[redacted] also informed us that, since the [redacted] roof has 4 drain tubes, plugging one drain tubewould not be a problem.Thank you,Bob D[redacted], President We are writing this letter as a follow up on the response we sent in on September 6, 2017. Ms.[redacted] brought her car to our facility yesterday ([redacted]). Before we started any work on hervehicle, we had Chris from Dick Hannah Collision Center (who was the one that indicated thewindshield was leaking) come to watch us perform a water test. Before we started the water test,we taped the exterior seams on [redacted] roof so no water could enter from the [redacted] roof. Weflooded the windshield with the water while Chris observed. Chris confirmed that water did notenter around the windshield. We removed the tape from the [redacted] roof to open the [redacted] roof for[redacted] to observe where we poured water in the [redacted] roof drain which entered the vehicle on thefloor. At that point, we found that someone had silicone the drain tube closed on that side of the[redacted] roof drain. At this point, we ceased testing. Chris confirmed that the windshield was notleaking and they did not silicone the [redacted] roof drain. Chris and Twin City Glass informed Ms.[redacted] of our findings. When we spoke to Ms. [redacted], she said that Dick Hannah Collision Centeris going to look at the vehicle.At this point, we are going to close this job as it has been determined the windshield is notleaking.Thank you,Bob D[redacted], President