Novus Windshield Repair Port Orchard

In response to this review, we did not try to "sneak" a rust fee in. We warned over the phone there was a potential for rust and if found it would be an additional cost to the customer. The customer then stated he was familiar with the "money grab" in the industry.
Insurance companies will not pay for rust treatments unless an adjuster comes out to inspect it which can take 2-10 days before they would be able to inspect it, during which time the vehicle would stay in our shop without a windshield in it until the inspection could be done. Normally the technician would take photos of any rust encountered, but he did not. The customer had stage 1 minor rust across the top of the pinchweld. As an AGRSS certified shop we are required to treat any rust that is repairable before new glass can be installed. I waived the fee because the technician failed to take photos and because of the previous comment made by the customer. We are a very credible business and are very honest with our customers. This includes quoting for any potential extra fees in advance of work being performed. It also means that we don't turn away jobs when we fear there may be rust. 

Dan, 
  Glad we could help get your windshield replaced for you and that you were happy with everything! :)

Thank you for your business!

KT,

I want to start off by apologizing for your experience this last Saturday. As far as not having your windshield in stock, due to lack of storage, among other reasons, there are few windshields we do keep in stock; mainly frequently purchased parts. Your windshield is not common; especially considering you asked for the specialty windshield with the mustang logo in the third visor frit. However, we would have been able to get glass either same, or next day, depending on what time of the day you made your appointment.

I have spoke with the technician that worked that day; he stated it wasn’t a matter of losing the glass, but more of looking right past it in amongst the other glass on the glass rack. There had been a parts check done the previous day, your windshield had been marked as delivered, that is the only reason we would have cut the glass out before hand. I agree he still should have put his own hands on the windshield just to be sure; I can only assume he was trying to be time efficient.

We were under the impression that you have had your windshield replaced here before, therefore knowing how long the process takes. The communication of labor time for the job should have been conveyed, whether we were working with a 1st time customer, or a repeat customer; so I apologize for that as well. The only thing that I am confused about is, you stated it took us 5 hours to do the job; Per our paper work we set the windshield at 1:00 PM 9/30/2017; the windshield, then would have to set for an hour before driving. That would mean the car could have been driven at 2:00 PM, which is 2.5 hours after your stated scheduled appointment at 11:30 AM. Also this review was posted at 12:46PM on 9/30/2017, which is only 1 hour and 16 minutes after your stated scheduled appointment at 11:30AM

However, with all that being said, we would like to make sure that everything is resolved with this issue. Let us know what we can do to help.