Glass Doctor of Edmonton

This is Glass Doctor's response to Mr [redacted] claim His mother brought [redacted] car in for a new windshield installation and is the only customer we have ever dealt with who after signing a credit card authorization form has actually emailed and requested confirmation we would not charge her card for anything more It is not Glass Doctor's policy to charge additional charges on a credit card other than for the services rendered The windshield had to be paid in full upfront prior to ordering it as do all windshields [redacted] Mr [redacted] provided a proper quote from [redacted] on Sept 9/the day after the install for marks that were accidently made by the technician during the install and he was paid for that quote On Sept 27/his mother sent another email demanding a full refund saying there was an additional estimate for repairs enclosed what was actually enclosed was an email from a technician at [redacted] say well if it is this problem it might be this much and if the windshield needed replacing it would be more It is the policy of no body shop to be held responsible for repairs to a vehicle three weeks after it has left its establishment and been taken to other shops where other technicians have worked on the car Yes there were pictures submitted but as the pictures had no date or time stamp on them there is no verification of when the picture is taken [redacted]

We went to install mirrors in a garage gym and were asked to cover some electrical outlets we are glass technicians not electricians and did not imply in any way we were certified for this The customer was not charged for the extra work or given any guarantee for the electrical work they
requested we do If they had any issues with getting the work done they should have called a certified electrician to do the work properly and not asked as a last minute thought during a mirror installation We do not feel we should be held responsible for any costs associated with the electrical that was done at a customers request at no cost that came with no warranty

Hi ***Here are the answers by Glass Doctor.1) The offer to cap the outlets was not made by Glass Doctor but was done to accommodate the clients wishes at the time of the install as the client did not think about it prior to having the mirrors installed.2) There has never been any proof that the outlet and heater were working prior to Glass Doctor capping the outlet.3) We cannot answer this question as we have never been told.4) Glass Doctor never received any communication from the client saying there was a problem until they emailed saying they hired an electrician to fix a problem they were blaming Glass Doctor for.5) There was never any agreement in place about Glass Doctor paying for any of the electrical work done as we were not informed till after the work was done.Glass Doctor does not feel $is worth paying for arbitration when the client should have taken care of these issues prior to the install and should have spoken with someone from Glass Doctor prior to hiring an electrician Please feel free to ask any further questionsDonna ***, Office Manager

This is Glass Doctor's response to Mr. [redacted] claim.  His mother brought [redacted] car in for a new windshield installation and is the only customer we have ever dealt with who after signing a credit card authorization form has actually emailed and requested confirmation we would not...

charge her card for anything more.  It is not Glass Doctor's policy to charge additional charges on a credit card other than for the services rendered.  The windshield had to be paid in full upfront prior to ordering it as do all windshields.  [redacted]  Mr. [redacted] provided a proper quote from [redacted] on Sept 9/16 the day after the install for marks that were accidently made by the technician during the install and he was paid for that quote.  On Sept 27/16 his mother sent another email demanding a full refund saying there was an additional estimate for repairs enclosed what was actually enclosed was an email from a technician at [redacted] say well if it is this problem it might be this much and if the windshield needed replacing it would be more.  It is the policy of no body shop to be held responsible for repairs to a vehicle three weeks after it has left its establishment and been taken to other shops where other technicians have worked on the car.  Yes there were pictures submitted but as the pictures had no date or time stamp on them there is no verification of when the picture is taken.  [redacted]

1. There was an offer to cap the outlet on the day of the estimate prior to the install date when my husband asked the technician about options of the outlet since it was in the middle of the mirrors. It was an option offered by the company. 2.  We had a house walkthrough paper signed with the house builder on May 29th that states no issues or deficiencies in the garage/electrical/heater.  3.  The day after the glass install, the circuits past the glass weren't working, and the heater would not turn on. Power was checked and no longer running to the heater outlet (the outlets after the capped outlet) but the outlets and electricity (including garage door openers) prior the capped one still worked fine. Also the electrician we called out to assess looked at the grid he had used when installing the original electrical work when the house was built and determined the circuit was indeed interrupted at the capped outlet. 4. There was an unanswered email correspondence with the glass company bringing their attention to the issueOn June 30th. The electrician did not come out to fix it for over a month (beginning of August) after that email, in which they still did not respond. 5.  There was no agreement in place to cover the cost due to the glass doctor company ignoring the correspondence and their unwillingness to even discuss the issue. Cost of arbitration is not worth it from our side, but I will not consider the issue resolved if the glass doctor company continues to refuse to take responsibility in their mistake. Please let me know if you need anything further. Thank you,[redacted] Ahmad Sent from my [redacted]

PH Reply: Copies of Quotes /Invoices: [redacted] (attached) is the quote from [redacted] to replace the damaged trim.  This work was completed. We had to use [redacted] for the work on the Remote Start because [redacted] do not support [redacted] (The remote start application is on my smartphone as well as a remote fob).  [redacted] provided an email quote which we accepted, not an official quote, we asked them to complete the work,  and the work was completed and charged/paid on the attached invoice.  We were told by them that that it would be likely that windshield would break.   The windshield needed to be removed to correctly fit the replacement remote start.  The windshield surgeons said [redacted] could not get it out without it breaking.   PH Reply: Pictures: Time stamped – this stamp is actually the name of the scanned document Example: Remote Start broken cable – named: [redacted] = date of September 14 2016, time 12.16 and 57 seconds.  [redacted] took this picture when my mother took the car in during her lunch break All photos have the same ‘naming convention’ – and were taken on 9th September 2016, time 12.07, 12.08 and 12.09   PH Reply: Email – [redacted] History Report This report shows response from my Remote Start or in this case lack of response from the Remote start after the damage took place. In the first picture from 09/09/2016 onwards there was a bunch of commands I sent from my Smartphone and there was no response from my [redacted] remote start. My remote start is connected to the internet via a [redacted] that allows me to get any info I require from my car where ever I am in the world. Every time I lock or unlock the car or request its location or start or stop the car I get a VIEW next to the response and I will get a report similar to this.   [redacted]   I can log in to my [redacted] account from an internet web browser and it will give me a 6 month history report of everything I have done with the Car from the smart phone application. Any of the lines of information that have a Green VIEW text next to them means I can open up a further piece of information on the response from the car. In the first picture where there are no responses from my car on the date 09/09/2016 (when it was with glass doctor) and for several days after it was with glass doctor. If the [redacted] mobile remote start is working I even the speed that car is travelling at if it is in motion. From the second the car came out of glass doctor there was no response from that car up to point of the 12th or 13th where I gave up because of the errors I was receiving. And the only time I started being able to use my [redacted] mobile application was on or after the date of 09/29/2016 when the car had been into to [redacted] to have the damaged cable replaced. The application also shows that the damage occurred on the day the car was with glass doctor as you will see from the attached quotes for work carried out [redacted] didn’t replace any parts until 08/13/2016.      PH Reply: GD Terms & Conditions: the only documents we received from them were Glass Doctor Credit Card Authorization Form for Persons (copy attached), and Work Order [redacted] (attached).  I also  attach the signed forms I returned to them in PDF (Class Doctor Application for credit and order form 09 01 2016,  dated 1st September 2016 I have included this statement as a word document as well so it will show you the image in the document just in case Sincerly, [redacted]