I am writing in regards to a windshield replacement with Empire Auto Glass on January 2nd, 30.
I called your local office in Bountiful, Utah to schedule the replacement.in speaking with your representative, they gathered my insurance information and called State Farm. A call was returned stating that there would be no deductible and an appointment was made.
The replacement of the windshield took place, as scheduled. It was that day that I noticed wind from the windshield when traveling home from work. I waited until the next day to see if that would go away, which it did not. I called your local office in Utah and was told to wait a couple of days, to see if the problem went away. It did not. I called back to your office to have your staff take care of the problem, with hesitation they scheduled to have it looked at. Supposedly your technicians took care of the problem.
This was not the case. I had another windshield company take a look at the problem.in their words, they stated this was the worst windshield replacement they had seen. They fixed the problem for me, although its not perfect. We still get road noise from the windshield.
That is matter one, matter two is as follows:
I received a bill from your collections department for $50.00 for the deductible amount. Keep in mind, I was told up front there would be no charge for this replacement.
I had my husband call your local office and speak with the manager Wes. Wes took the information and said that after getting the invoice on this job, he would call back.
He called my husband back stating there were four different invoices, and that basically I had lied about having a deductible. That we still owed $50. My husband informed him of the quality of your work and that he could come get his windshield back and we would have a reputable company fix our problem.
Your manager told him that he would not do that and that he would file a theft of services charge in regards to this. My husband told him that he would file with small claims court on this matter, your manager hung up on him. This was the end of their discussion.
My husband called me to tell me of their conversation and advised me to investigate and document this matter, for preparation for small claims court.
I called State Farm, who then called Lynx Systems and told me they would call me back with the information. After I hung up with State Farm I called Mitra Mashayeki in your Arizona billing office. She stated that she only handles the billing, and knows nothing of the office in Utah. She did state that Empire Glass did not talk with State Farm prior to my windshield replacement, and knew nothing about the deductibles.
After speaking with her, I received a phone call from Lynx. They stated that Empire Glass had called them in regards to this to verify insurance and that a fax was sent to the Empire office showing a $100 deductible.
I called your manager, Wes in Utah back. He told me on the phone that I was a liar and I could discuss this with him in small claims court.
Here is the point were at:
I will give you exactly 24 hours to credit the $50.00 you are attempting to charge me, you can fax the credited invoice with a 0.00 balance to me at 801-xxx-xxxx or I will file a claim with small claims court, I will call the Better Business Bureau and I will call the local TV station, Get Gephardt and ask for their assistance in this matter.
The advertising against you, will cost you more than the $50 you are trying to squeeze out of us at this time, along with the court costs to Empire Glass. I will also re-coup the costs you charged to State Farm insurance. Our local State Farm agency stated that they have a lot of problems with your company.
I am writing a letter to their corporate office to tell them of the issues we have had with you and that you should be de-listed as a resource for windshield replacements in all the markets that you represent.
Its obvious who is a liar and lacks integrity, this is your last opportunity to make this matter right.
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