ComplaintsforSiemers Glass Co Inc

• Initial Complaint

  07/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Windshield installed incorrectly. Causing leaking and moisture to damage heat and air control. Truck was returned to establishment to fix. They refuse to cover damage other than windshield seal.

  Business response

  07/24/2023

  On Monday, 7/17/2023, we replaced the cracked windshield on this 1990 Chevy Pick-Up truck. 

  Tuesday 7/18 / Wednesday 7/19: According to the customer, the control panel for heating / air is not working, due to suspected water damage. Customer brought the vehicle back on Wednesday claiming water on the carpet near the left fuse box. We pressure tested to make sure the integrity of the seal on the windshield was intact, and found no leaking around or related to the windshield. 

  Upon further investigation, we discovered the boot on the driver’s door was detached. We would not have had any reason to interact with these wires, and reviewed our cameras to make sure there was no accidental contact made. (We also offered the customer access to review that footage with us, but they declined). We also water checked to ensure the water was all being routed properly, and was not coming into the vehicle.

  We took the vehicle to *****’s Service Center and paid a diagnostic fee to assess the heat/air module. It appears there were things rewired/spliced at some point (see photo ****), and perhaps the wiring boot was not reattached at that time. The heating/air is getting power and ground, but the module itself is not functioning. *****’s recommended replacing the heating/air module. While this may be unfortunate timing, we do not feel the two are related, and encourage the customer to pursue a mechanic that can address their heating and air module.

  We have attached a couple of photos:

  IMG_****.jpg: Detached boot with exposed spliced wires

  IMG_****.jpg: Inside control panel with spliced wires

  
  

  Customer response

  07/24/2023

   
  Complaint: ********
  I am rejecting this response because: This is the install job they are defending. It was obviously not done correctly. Sloppy, caused damage, and not fitted properly. After the truck was returned they completely scratched the side trim trying to trim off the sloppy excess.  There has never been issues with any wiring, moisture, or heat and air. Honestly not sure how any reputable company could stand by this. 
  
  Sincerely,
  
  ****** *******

  Customer response

  07/24/2023

  I also wanted to add they were never given permission to take our vehicle to a different business or to do diagnostics. This is the first we're hearing of this. If repairs were deemed necessary we (the customer/ vehicle owner) should have been the deciding party on facilities.

  Business response

  07/28/2023

  Thank you for providing those photos. I have reviewed them with the manager, and here are his findings:

  PHOTO **************** These photos show excess glue seepage under the new windshield, which is not uncommon. It also would indicate even moreso, the windshield isn't allowing water to leak.

  PHOTOS *************** & **************1: More photos of excess glue. We can usually trim the excess glue off for a better cosmetic finish. In this case, we accidentally scratched the black frit that is printed on the glass. (This is where it looks like a small hole in the urethane, but it's a scratch in the frit.)

  PHOTO ***************: These photos all pertain to the windshield's pre-applied molding (black shiny rubber). Due to the age of the vehicle, there are only 2 manufacturers that still make windshields to fit, and unfortunately they are not always the highest quality materials. The moldings you see around the edge can be rippled and lack coverage all the way up to the metal of the truck. They are not designed for sealing water out of the vehicle, but rather they are there to cosmetically hide where the glass is adhered to the metal of the vehicle, much like the frit is also designed to do.  

  PROPOSED REMEDY TO ABOVE ISSUES: We can order 2 more windshields (1 from each manufacturer), and allow you to choose which one is most desirable/least flawed in your eyes. We will remove the existing windshield, clean up excess glue, and reinstall the new windshield of your choosing. This will elimate the excess glue and scratch in the frit. However, the new one may have the same issues with the coverage of the molding to the white-painted truck metal. This would be at no charge to you and could be done in one business day.

  As an alternative, if this is not a suitable solution, we can issue you a full refund and part ways. 

  Just some notes on the heating and air: As a courtesy and our burden of proof, we took your vehicle to the mechanic across the street to evaluate the leak, in case we truly had done something to cause it, in which case we would have worked with you on repairing it. We apologize for not discussing that with you first.

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