Glass Doctor

I am sorry about the delays/issues involving this job - and my late response to this complaint. I received a voicemail from the Revdex.com yesterday and found the notifications were being sent to my spam file! I will research this today and respond by end of day Friday.

This matter has been fully taken care of.We purchased this franchise area in December, 2012. The only issue that slowed up our response to our customer was that her job was done by the previous franchisee. We have been honoring warranty for the previous owner, but have no information about...

those completed jobs. Once we received a copy of the customer's work order in our Reynoldsburg office, we scheduled and completed the warranty work promptly.

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

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

I was on a trip and my windshield started to leak. When I got to my destination I called my ins. company and they got me in touch with another glass doctor. This Glass Doctor tried to fix the problem but the fix didn't work. When I called the Glass Doctor in Colorado Springs, Co. They 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 shop. Which I think if your part of the company and your part of the company all warranties should be good. I also think that this Glass Doctor manager should start thinking about customer service right now they have none as far as I'am concerned.

I have researched the history and issues with this job and sent a lengthy email to our customer this morning. I will apprise you of the response and resolution following communication with our customer.Thank you for your patience as we work this towards a positive resolution.

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, 2012. The only issue that slowed up our response to our customer was that her job was done by the previous franchisee. We have been honoring warranty for the previous owner, but have no information about those completed jobs. Once we received a copy of the customer's work order in our Reynoldsburg office, we scheduled and completed the warranty work promptly.

I spoke with our customer earlier this week. Our check was mailed out Monday and should be received before the end of the week.

I spoke with our customer a little while ago. She has been exceedingly patient through several issues with our glass fabricator that have delayed her job. It is on the schedule for tomorrow. I expressed my thanks for her patience and apology for the delays. We also placed a discount on her...

job.

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'm sorry for the issue our customer is having with this windshield installation. Since installation on We have been out once to reseal the gap in the seal and this has not rectified the problem. We have a complete re-installation of the glass scheduled with the customer for Friday, March 6.

I have communicated with our customer via email and voicemail expressing my apology for our poor service and lack of responsiveness with her order. We had a number of issues with our fabricator on this glass, but we didn't communicate nearly well enough during these issues. We have provided...

excellent service for this customer in the past and would really like to regain her trust. I will continue to contact her. Her refund is going out promptly. Matt K., Glass Doctor franchise owner.

Initial Business Response /* (1000, 5, 2016/09/12) */
If he had a issue he could of called me [redacted] and I would of took care or it asap. The business never was served with any paperwork for court. I absolutely work here and am here everyday. I think he needs to look at his paperwork and see where...

the summons was served. I have never spoke to [redacted] about any of this. The distributor we can not control. We estimate delivery dates due to the fact that the windows are made per size. We don't make the windows here. He didn't want to wait and he was gave a refund. If he had a issue with the check we are here 8-5 Monday through Friday. We also would never call a customer to tell them there glass is here unless it is sitting right in front of us. Mr. [redacted] was coming in on his own looking for his window. He is more than welcome to stop by or call if he wants to resolve anything. Thank You

I have spoken to Mr. [redacted] about his BMW.   His car was part of a huge voluntary recall associated with airbag issues.  This recall has affected millions of vehicles in a large number of vehicles produced world wide. .Not just BMW brand.   The recall part ( airbag) was...

installed in Mr. [redacted] car.  The vehicle still displayed Supplement Restraining System warning light on after the recall. . Mr [redacted] authorized diagnosis time and ultimate repairs to his vehicle along with additional maintenance inspection.  This vehicle is not under warranty and is 9 years old.   The vehicle was valet returned to Mr. [redacted] after the repairs were completed.  The additional repairs were not associated with the air bag recall. Multiple Managers have contacted Mr. [redacted].  He  advised nothing would make him happy. . He was offered a $300 credit to be used at his choice.  We value Mr. [redacted]'s business and have apologized for the time taken to resolve the recall and not making him feel like a valued customer. [redacted]Director of Operations

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 $250 up front for emergency service, which they auto deducted from our checking account. After 24 hours, still no service from them. Our insurance company ended up sending someone to board up 4 broken windows since Glass Dr took our money and ran off. Took 8 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!

The repair was made so this case can be closed.Thank you for your assistance

From: [redacted] Date: Mon, Sep 14, 2015 at 9:35 AM Subject: [redacted] case number To: "[redacted] To whom it concerns: I received today my case was closed due to me not answering if the complaint has been resolved. I was unaware I was to answer since the business said they talked to me and we're sending me a refund but I have yet to receive any form of refund from them. I did receive a email from them on 9/1/15 saying they would refund me the money but to date I have not. Is there a way to open the case again? If not do I need to file another complaint if I do not receive a refund? Thank you, [redacted]

A refund check will go out promptly to our customer. At 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 production. Unfortunately, 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.