Business ProfileforCity Glass Company

I JUST SPENT 4 HOURS AT CITY GLASS ON *******, *** TO GET MY FRONT WINDSHIELD REPLACED. I MADE AN APPT. EITHER WEDNESDAY OR THURSDAY FOR FRIDAY BETWEEN 12 NOON AND 1:00. AFTER SEVERAL HOURS OF WAITING I ASKED HOW MUCH LONGER. HE SAID THEY HAD A PROBLEM WITH THE SUPPLIER OF THE W/S AND IT WOULD BE 4:30 BEFORE MY VEHICLE WAS READY. 1. WHY/WHEN DID HE ORDER THE W/S AND PARTS SINCE I HAD AN APPT.2. WHY DIDN'T THEY ADVISE ME OF THIS WHEN I FIRST ARRIVED OR AFTER SITTING THERE FOR 2 HOURS? 3. THE YOUNGER PERSON LEFT THE BUSINESS AROUND 4:00 WITH NOT A WORD TO ME. OTHER PEOPLE WERE ALSO LEAVING.3. THE OLDER PERSON FINALLY TOLD ME MY VEHICLE WAS READY AND HE WOULD PULL IT OUT OF THE ******** TOLD THIS MAN THAT I WAS NOT HAPPY ABOUT THIS AND THEY WOULD NOT GET A GOOD REVIEW I PAID MY $100 DEDUCTIBLE AND TOLD HIM HE SHOULD WAIVE THIS AS I WASTED A WHOLE DAY ON THIS!! I ALSO TOLD THE OLDER MAN THAT HE HAD A SMART MOUTH AS HE POPPED OFF SOMETHING AFTER I ASKED A TECHNICAL QUESTION!THIS COMPANY IS A MEMBER OF THE BBB AND NEEDS SOME TYPE OF REVIEW FROM YOU - AND MY INSURANCE COMPANY!

It is our company policy to let every auto glass customer know that any front and rear ******************** installation takes from 4 -5 hours. We explain that to every customer we speak with, as well as, suggesting that they leave the vehicle and have a ride available. We tell our customers this in case of a glass being ordered incorrectly or a delay in delivery, so they are not waiting longer than expected. Our company does not order glass before a vehicle arrives for the reason of a customer not showing or in some circumstances a wrong make or model of vehicle has been given. The wholesalers have set delivery times, and, on this day, there had been a shortage of drivers and the delivery driver had left part of the order at the warehouse. Issues that are completely out of our control, and when the customer asked on the timeline for the replacement, she was told the reason for the delay, for which she gave no response. Once the windshield had arrived, around 3:30 p.m., the windshield was installed, and she was told that the vehicle wouldn't be ready to drive until 4:30 by our office manager. The vehicle must sit for no less than 45 - 60 minutes to allow the glue kit to seal enough for the customer to drive. To which again, she gave no response and the office manager had to leave due to a personal matter. She then was spoken to by the owner and allowed to leave 15 minutes before the full hour dry time. It was at this time she proceeded to verbally swear at the owner, in front of his two young grandchildren, about how long she had to sit and wait for her windshield replacement to be completed. The owner asked her not to swear in front of his grandchildren and then apologized for the wait and explained again that it was completely out of our control. She then exclaimed she shouldn't have to pay her deductible for having to wait, to which the owner responded that we don't waive any deductibles and that the issue was not our company's fault. The customer proceeded to slam her payment on the counter and was given a receipt and stormed out. We try to make every installation quick for our customers, but sometimes there are delays. We do apologize again for the time it took to install, but we try to make every customer aware of the timeline.