ComplaintsforFreedom Rock Chip

• Initial Complaint

  01/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My son called because of a rock chip and were told to leave the heater on 10 to 15mins. He was here right away. Our conversation was I needed to pay him ***** which ***** will be reimbursed. He assured me several different instances that if I have any problems to give him a call. there is a pinhole in my sight of vision that needed to be corrected. I was told by my insurance company that the win shield will need to be replaced. My deductible is $500.00 which I cannot afford to have it replaced because a camera is somehow involved. I have called several times leaving messages and they are not responding.

  Business response

  03/29/2023

  To whom it may concern:

   

  We received a complaint via the BBB and immediately reached out the to customer in question. They did not answer any of our calls, so we were not able to resolve the issue directly with them. Our policy is that we do the best we can to save any windshield and that if there are any issues related to our repair that the customer reach out to us immediately, so we can continue to try to save the glass. If for some reason the repair fails, which is extremely rare, and we are not able to save the windshield, we offer a refund which can be used towards a replacement windshield or whatever the customer decides. To classify as a failure, it would be that the windshield cracks, due to our repair only and not related to another impact, and is not able to be saved. The products and procedures that we use are industry standards and with that being said, sometimes when repairs cure there is still a visible **** left from the chip due to the way the glass breaks from the initial impact and how much glass that impact *****/removes the glass. The customer in this instance did not reach out to us to let us know that there were any issues with the repair. We had no missed calls and our voicemail was not set up at that time, so no messages could have been left, as all missed calls were forwarded directly to the company owner. As stated previously, we have reached out to the customer to try to even examine the issue that they are claiming to have, but they have not answered or returned our calls. We do not issue refunds without examining the repair to make sure that a failure occurred. If the customer would like to have us make this determination, we would happily make an appointment to come to them so we can discuss the issue. Please let me know if this is something that the customer would like to do. 

   

  Thank you for your time. 

   

  Respectfully, 

  Freedom Rock Chip Repair LLC

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