ComplaintsforLow Price Auto Glass

• Initial Complaint

  01/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  January 04, ****-at 9:56am $140:Remove and Reinstall Back Glass They stated they were going to remove the window and reseal it due to water leakage.The only thing they did was remove the back light and reseal it. The price was not adjusted for what it was done to the vehicle. When brought up to the cashier she said it wasnt her problem and needed to pay her workers. Inv.#J0004058 I have called them the 01/03/24 to get an estimate of the work that needs to be done. One of the quotes was $140 for Remove and reinstall rear window and the other was *********** to be Seal $80.

  

  Business response

  01/07/2024

  To whom it may concern

  Thank you for letting us know about the complaint. Regarding the complaint, the customer did called us stating that her ************************ is leaking and she wants to remove and reinstall the backglass to fix the leakage.

  We quoted her the price to remove and reinstall without any extra parts needed which is $140 or if we can just put in glue where it's leaking it's gonna be $85. We have the recording available for the conversation.

  The customer came in next day to get the problem fixed. Our employee *********************** explained her in detail about the problem and made the work order. The customer agreed for the service. 

  We charge $140 for diagnostics which is fixed. Initial diagnostic was done by the technician. The diagnostic concluded it wasn't the backglass but it was the top backlight which was leaking. The customer never told us about the backlight. We usually charge $165-$185 to fix it as it's a time-consuming service.

  The unforeseen circumstances occurred. So, the manager decided to provide a discount to the customer. Hence, the amount was adjusted to the new service and left it at the initial price, i.e., $140. The message was conveyed to the customer and they agreed to it.

  As a result, the problem for leakage was fixed. Once the job was done, the customer asked the refund as we didn't " Remove and Reinstall ". We denied her the refund as we already did the job and fixed the leakage.

  Our motive was to fix the leakage which we did and also gave the extended warranty. The service took about an hour and a half to complete. 

  The store policy clearly states if the service is provided there won't be any refunds provided.

  Being a loyal customer to ********************, we strongly deny to be a victim and refund back for the service we already provided.

   We are able to continue in this business for a long time due to our customer service and decent business ethics. We hold a reputation for the low prices and quality services. Please be understanding to our situation.

   

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