Glass Doctor

We appreciate the candid feedback Our team is making considerable changes in our procedures and personnel to address the issues described A combination of technician illnesses, coupled with some errors with our dispatcher created an unacceptable experience, and for that we apologize

I have communicated with our customer via email and voicemail expressing my apology for our poor service and lack of responsiveness with her orderWe had a number of issues with our fabricator on this glass, but we didn't communicate nearly well enough during these issuesWe have provided excellent service for this customer in the past and would really like to regain her trustI will continue to contact herHer refund is going out promptlyMatt K., Glass Doctor franchise owner

Initial Business Response / [redacted] (1000, 5, 2016/09/12) */ If he had a issue he could of called me [redacted] and I would of took care or it asapThe business never was served with any paperwork for courtI absolutely work here and am here everydayI think he needs to look at his paperwork and see where the summons was servedI have never spoke to [redacted] about any of thisThe distributor we can not controlWe estimate delivery dates due to the fact that the windows are made per sizeWe don't make the windows hereHe didn't want to wait and he was gave a refundIf he had a issue with the check we are here 8-Monday through FridayWe also would never call a customer to tell them there glass is here unless it is sitting right in front of usMr [redacted] was coming in on his own looking for his windowHe is more than welcome to stop by or call if he wants to resolve anythingThank You

We do not recommend this company We called during the height of a severe hail storm at the urging of our insurance company Glass DR needed $up front for emergency service, which they auto deducted from our checking account After hours, still no service from them Our insurance company ended up sending someone to board up broken windows since Glass Dr took our money and ran off Took days to get our refund Awful communication skills of their call center-they do not call you even if you ask politely One rep was very rude If you want to be stressed out, call them If you want peace of mind, do not call them Don't call Glass Dr, they won't fix your panes with urgency due to an emergency!

We have scheduled an appointment to visit the customer's home to inspect and fix the issues she is describing

This matter has been fully taken care of.We purchased this franchise area in December, The only issue that slowed up our response to our customer was that her job was done by the previous franchiseeWe have been honoring warranty for the previous owner, but have no information about those completed jobsOnce we received a copy of the customer's work order in our Reynoldsburg office, we scheduled and completed the warranty work promptly

I was on a trip and my windshield started to leakWhen I got to my destination I called my inscompany and they got me in touch with another glass doctorThis Glass Doctor tried to fix the problem but the fix didn't workWhen I called the Glass Doctor in Colorado Springs, CoThey refused to honor the Life Time Warranty of Leakage of the windshield, because the other Glass Doctor shop tried to repair the windshield and not their shopWhich I think if your part of the company and your part of the company all warranties should be goodI also think that this Glass Doctor manager should start thinking about customer service right now they have none as far as I'am concerned

A refund check will go out promptly to our customerAt the time of our customer's call, we were able to cancel our glass order with the fabricator before our customer's glass went into productionUnfortunately, a miscommunication between our Customer Service Representative and our accounting department has caused confusion internally - now rectified.We called the customer this morning explaining the situation and apologizing for the delay

I reviewed the response made by the business in reference to complaint ID [redacted] 7, and find the resolution is satisfactory to me

I have left a voicemail with our customer bringing him up to
date with our progress on this issue and our plan to resolve itI'm sorry that
our customer became frustrated by lack of communication as we have worked on
this
A plastic trim stop (a piece of plastic that is used to
hold
the glass within his window) had aged, become brittle, and a corner of it
snapped off when our technician was removing itThis particular model window
is of uncommon window construction and is unlikely to be still in productionAfter
significant searching, it appears that a replacement part is not available
We are currently having a custom part fabricatedWe expect
to receive it within the next two weeks and will install it promptly upon
receipt

We had phone tree discrepancies which made it difficult for our customers to reach out to usThese issues have been addressed and correctedWe value our customers opinions as it helps us better our business processRegarding this specific customer we have completed the install for his back window
replacement

We're sorry for the issues that our customer had with our emergency service teamI'm glad that we were able to get her glass fixed for herWe have processed a credit on her card for the difference between the emergency service charge and the glass replacement today

Initial Business Response /* (1000, 11, 2016/09/06) */
We ordered the glass and it was defective from the distributerWe had to reorder the unit which takes a week to make and for us to receiveShe became extremely agitated and demanded her money backThere was a miscommunication because we
didn't have her scheduled the day she sais we didn't show upI believe she was told the glass would be in that dayI sent her a refund and it cleared the bankThank You::

I'm sorry for the delay on this jobWe have one of the
pieces of glass, but the second piece was delayed at the factoryAnd then, the
factory was closed for an extended shutdown over the holidaysWe expect the
second piece this week and have contacted the customer via voicemail and email
to schedule installation next week
We will discuss possible discount when we next talk
with the customer

I'm sorry for the delay on this jobWe have one of the
pieces of glass, but the second piece was delayed at the factoryAnd then, the
factory was closed for an extended shutdown over the holidaysWe expect the
second piece this week and have contacted the customer via voicemail and
email
to schedule installation next week
We will discuss possible discount when we next talk
with the customer

ThanksI will notify Revdex.com after the work is completed

The windshield re-installation was completed on Monday, March 9th

I made an appt to get my rear view mirror re attached on my AudiThey told me I would have to leave it for the day to let the glue set upI brought it in that same day for the repair and *** said that she would call that same day when it was finishedI finished work at pm and by that time I never heard from them at allMy wife and I went out for dinner, she said lets drive by Glass Doctor and see if the car was left outside in their lotSure enough at pm we pulled up and their set our car on the lotI checked and they even left the door unlockedI could not believe that they left a customers car outside especially in this neighborhood unlocked after closing at pm Luckily we had another key and just took the car from their lotI stopped back the next morning to pick up my key they had*** apologized but at that point it was to lateThis is one un organized company and I would not recommend doing business with them everThey have no regard for a customers property

I'm sorry for the issue our customer is having with this windshield installationSince installation on We have been out once to reseal the gap in the seal and this has not rectified the problemWe have a complete re-installation of the glass scheduled with the customer for Friday, March

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]