ComplaintsforCar Tech Auto Glass Inc

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The transaction happened on May 1, 2024 at 4:00 PM in ******* WA. I did not pay any money for the service because additional damage was caused to the property. The business guaranteed to provide a passengers front windshield 2 chip repair with resin consultation (no same day service). However a service was provided, which made the status of the windshield chip grow immensely. I was told the work was a rush job by the tech who applied too much pressure which resulted into 4 - 12 hairline cracks to a rush job. I asked to be put onto the schedule however the administrator preferred to make the appointment at that moment. What was consulted as a quick chip fix turned into a recommended replacement as soon as possible. I was not given a disclaimer that the windshield is subject to additional damage because I was rushed into the work queue by the administrator. I wish they would have taken their time to put me on the schedule as opposed to rush to get the chip fixed during a consultation. The business provided me a $50 discount for a $1400 front windshield replacement, when the fix was supposed to be $67. The quote does not include my custom window tinting for full restoration to pre consultation/work condition I was advised to file an insurance claim as soon as possible so the business can replace the windshield. The business advised I come back with a check as opposed to replace the windshield they damaged, putting myself and family in an unsafe situation.

  Customer response

  05/07/2024

  The crack is continuing to grow causing a safety concern. 

  Customer response

  05/07/2024

  The crack is continuing to grow causing a safety concern. 

  Business response

  05/13/2024

  Hi Indigo ~

  I hope this message finds you well. I am writing to offer our sincerest apologies for the inconvenience you experienced recently.
  At Car Tech Auto Glass, we understand how important it is for our customers to have a seamless and positive experience, and we are truly sorry that we fell short of meeting your expectations on this occasion.

  Please know that your satisfaction is our top priority, and we are taking immediate steps to address the issue to ensure it doesn't happen again in the future. Your feedback is invaluable to us, and we are committed to using it to improve our services.

  I was not at the shop while this took place. So, I can't say how rushed it was.  Giving 20-30min is not ******* a rock chip, it could have been a word used as being a fast job in relevance to how long the process of a replacement takes.  Our tech takes ultimate care when working on vehicles, the applied pressure to fill in the resin is normal.  All broken glass comes to us has a chance of taking off on the tech at any moment of a repair.  If it was scheduled out even just driving would possibly cause a rock chip to crack out larger and have to be replaced.

  Given the nature of the glass and there were no charges that is all we can do is give a discount to say we are very sorry.  It's pretty standard in such situations that arise.  As a gesture of our apology, the offer of the $50.00 discount is what we can do.  Our services don't include tinting glass, but your insurance would assist in some the cost with re-tinting glass.  You would have to take it to your tinter & work with the insurance on that part.  Please let us know how we can best make amends for the inconvenience caused.

  Once again, we apologize for any frustration or inconvenience this may have caused you. We appreciate your understanding and the opportunity to make things right.

  If you have any further concerns or questions, please feel free to contact me directly.

  Thank you for your patience and continued support.

  Warm regards,

  Carmon 

  ************

  Customer response

  05/15/2024

   
  Complaint: 21654802
  
  I am rejecting this response because the severity of the windshield further breaking was not explained. I was not made aware of any protocols, liabilities, or disclosures outlining the windshield has the possibility to break further. Instead of being made abreast of the entirety of the situation and my options the clerk and technician over estimated and under delivered resulting in putting myself and others at risk. A voucher would be further appropriate to satisfy the financial, emotional, physical and professional inconvenience this situation has caused. 

  
  Sincerely,
  
  Indigo ********

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