We scheduled an appointment and all went as intended. They arrived on time, were communicative, and completed the job within an hour. That was awesome. However, they were having an issue with their credit card machine and the payment wasn't going through. They tried calling the owner who was finishing a meeting when they called. He communicated that he was in a meeting and would call directly after. THEY PULLED THE WINDSHIELD AND LEFT!
The owner called 20 minutes later and they said because they didn't receive payment their policy is to pull the glass and go.
This is my complaint. This policy has essentially sabotaged our business and stranded the employee while we try to find another company that can come out to install this windshield. To top it off, adhesive has already been applied and since the glass is pulled we have to wait for the adhesive to set before reattempting to install another windshield. So my employee is now without a vehicle, without the ability to replace the glass, and stuck at the office? How is that ever an option?
Why not require payment before starting? Why not be a little more patient? We even asked Lucia why they have such a policy and if they had been burnt in the past and she said "No, we work with business all the time and this is just our policy" What an ignorant reason to have such a severe consequence!
If we didn't try to pay, fine, pull the glass.
If we weren't communicative that the owner was in a meeting and would available shortly, fine pull the glass.
If your business had been burned a lot in the past from other companies trying to avoid paying them, fine, pull the glass.
None of that was not the case. The outcome of your policy has caused a severe business-impacting problem that could have been prevented, and if they wouldn't have had that policy in place, I would have been able to leave the 5 star review I intended. Instead I have to leave a 1 star because of the drama that has been created over such a ridiculous policy. And such horrible discernment from Lucia, who was unbelievably rude, as if to say "we can't help you and now you can't get help from anyone else either...deal with it."
Either she is the owners wife, or family, which is why she feels so comfortable talking down to customers, but I am a professional. I have the money for this service. She just let her ego get in the way of good business practices.
Advice -
1. Fix your credit card machine - that would have solved a lot
2. Require payments before services begin. This way if you don't get payment you can go and you aren't stranding anyone
3. Use better discernment. We didn't meet in a back alley...you met at the business address. You had no reason to believe you were going to be stolen from, and your suggestion that that was the case is avoidably offensive. read more
