Business ProfileforHorizon Auto Glass & Tint

Would give 0 stars if it was allowed.Last year I paid for my boyfriends windshield to be replaced and the total cost was roughly $425 with the *** windshield and the tint which was fine and I feel they did a decent job with it. This year I went in and purchased the same gift certificate as I did last year by having one of their employees pull up the receipt and service for the year prior. The certificate was for an *** windshield with a visor tint, the same price for the same service that took place July of 2020. After receiving the certificate my boyfriend had called and set up the appointment, while scheduling the appointment the certificate was brought up and the store manager that was setting up the appointment was able to pull up the certificate that was purchased under my name and stated that the appointment was set up and everything was good to go. My boyfriend took his car to the appointment and while he was there the only thing he went over with the techs/employees was the tint he was wanting on the windshield, which was not something the company would do so he left that service off. After going over the tint he went inside and the only conversation that was had was that he needed to sign paperwork to hand over his key to them, there was no talk about which windshield was to be installed but he assumed that because of the conversation he had with the store manager over the phone regarding the gift certificate that there should not have been any confusions as to what windshield was being installed on the car. However, when we received the vehicle after the service we noticed that the windshield was an after market windshield, so I went ahead and called to get clarification on why an after market windshield was installed when a gift certificate for a specific amount of money and specific service was purchased. They are claiming that that is what my boyfriend specified when he took the car in, they stated that he was asked if he wanted the windshield with the **** logo on it and that he stated it didn't matter. However, he never had that conversation with any employee/store manager about which windshield they were going to install and they claim he signed the quote however they never went over the quote with him and only asked him to sign the paper work so that he could hand over his keys to them. When speaking to the owner "*****" she was very rude, and condescending towards me and the situation and said that I was not the owner of the vehicle and that if my boyfriend had an issue they should be the one to call. I tried to explain to someone that the conversation they claimed to have had with my boyfriend about which specific windshield never happened and when asked for proof of the phone conversation they could not provide any type of proof and stated that it was a he said she said situation and that she believed her office manager and that they would not benefit from installing an after market windshield even though nothing was ever stated about them trying to benefit from the situation. She said all they could do for me was to refund me the money that wasn't spent towards the after market windshield and that they would not refund the windshield nor would they replace it with the *** windshield that was already paid for and anticipated to be installed on the car. I am appreciative that they offered to refund the money that was left over from the certificate however this was a horrible experience and this company does not take customer service/satisfaction seriously and they do not do a thurough job making sure that the service they are about to do on a customer vehicle is correct and what the customer is wanting. Even fast food restaurants do a better job about making sure that the customers order is correct before making them pay. They do not take fault for any wrong doings and would rather believe a lying employee than to listen to what a paying customer has to say. We had no reason to lie and had all the evidence regarding which windshield was to be put in place but because my boyfriend chose to put his trust into that company and their employees instead of reading a piece of paper he was signing (which was only specified to be so that he could hand over his key, no conversation regarding it being the quote for the service was taken place) we got screwed over with the service taken place. Horizon has horrible customer service even though while on hold they claim to "want 100% customer satisfaction" and that they "offer great service". If you don't want rude customer service or something different than what you purchased then I would not recommend this place of service. But of course I'm sure someone from the business will comment below with excuses as they have with all their other BAD reviews because they want to deceit and lie to people and then have the audacity to act like their innocent.

******** is not who we did the work for. She purchased a gift certificate for her boyfriend. She is a repeat customer and our staff did look up her old invoice and copied it to a new workorder for the new gift certificate. The invoice for the gift certificate was under her name. The problem arose when her boyfriend called to schedule a service. He made no mention of the gift certificate, put the appointment in his name, we gave him a quote for a windshield on his Mustang and we went over the options of the windshield. He finalized a choice and the price and set the appointment just like any cash customer. He didnt say that he would be paying with a gift certificate on that call, he agreed to the price and the appointment was set. We just thought we were quoting a cash customer that would be paying at the time of service. ******** purchased a gift certificate for $450, Nicko selected a different windshield brand that was $275. (We benefitted nothing here so there was absolutely no intent to upset Nicko or ******** in any way.) Nicko signed for the ticket when the installation was complete, applied his gift certificate he then presented, no issues with the installation, everything was fine. The staff member saw then that the gift certificate was for a larger amount then the ticket and even let Nicko know he could use the remaining balance for tint or a future purchase. Still we had no idea there was any connection to the two parties, just the use of a gift certificate like any other gift certificate transaction. A few days later, ******** called upset that it wasnt the brand she wanted at the higher price she paid for on the gift certificate. That was the first time we were made aware, not from Nicko, the person who owns the car, but from ******** the gift certificate purchaser. We told her Nicko had selected his own windshield at a lower priced brand but that there was no problem in refunding her the difference. She however wanted us to redo the installation for free which we were not willing to do. Nicko then came to our shop later and did say he had made an assumption that we knew he was tied to ******** when he called. An innocent oversight, no problem, we understood. We let him know that we are taking lots of calls a day so to assume our staff could have known was impossible. We gave him the $188 refund to ********s credit card # and he left. We do strive for 100% customer satisfaction and when we do something wrong, we take care of it, we are human, things happen. But there are other instances where we have not done anything wrong, Those are the only times that we do feel we have the right to say no, we dont agree and we dont feel what they are asking is right. This is one of those times. Its unfortunate that ******** says now that we are rude and the company is terrible, but we disagree. A refund was given, a quality installation was done with no issues and with a quality brand, the customer has a full warranty and we did what we were asked by the vehicle owner. We do have a right to respond, that is what this forum is for. Thank you.