TL;DR: I needed an urgent windshield replacement; was assured by staff they could do it by my…read moredeadline; due to the incompetence of multiple people, it was never done (despite my car sitting in their lot for 24 hours). And now I have to drive across the country for the next month with a windshield that could potentially get worse (shatter??) before I'm in a location long enough to get it fixed. One of the worst experiences I've ever had with a retail establishment.
The long version:
Got a rock chip in my windshield and then the next day it expanded into a full-on crack across. I'm in the midst of a cross-country road trip and was only in town for another week (minus the holiday), so was very happy when I found this place and they were able to order the windshield and get me in the day before I was leaving for my next destination. Too bad that's ultimately not how it went down. The details:
1. I called Red's, and Kacey (Casey? Kayci?) assured me they could get the windshield and replace it by Friday. She said if I brought it on Thursday, it could get done first thing when they opened (8am) on Friday. Sounded great to me!
2. I dropped off my Jeep on Thursday around 2pm and the guy working didn't ask my name or anything. I thought this was strange but figured I was likely the only windshield replacement, so he knew who the Jeep belonged to.
3. At 1:30pm on Friday, I wondered why I hadn't been called to say it was done. I googled how long it takes to replace a windshield and at generally two hours, it should have been completed by then, so I called to check the status. A woman (not Kacey) answered the phone and seemed confused when I asked about my car. "What kind of car is it? Is it black? I can see it out front. It looks like they haven't started on it yet." Immediately, I know how this is going to go and my ire starts to rise. [Keep in mind: a) It takes a couple of hours to do this b) They close at 5 and it's already 1:30 and c) I was promised it would be done "first thing" today.] I reiterated that I needed the car today. Her response, "Oh, if you need it today, you can come get it!" (WHAT.) I then repeated Kacey's promise of fixing it today. She said she was the only one on site and had no knowledge of the situation, but would make some calls to figure out the status and call me "right back."
4. Reader, she never called. So after more than an hour, I called again. No answer. Waited five minutes, called again. A man answered and when I asked about my Jeep, he responded along the lines of, "Oh yeah, we didn't know who that car even belonged to! We're not going to be able to get it done today--our guy who does that isn't in today." ARE YOU KIDDING ME. That's when I lost it mentally (but remained vocally calm) and asked, what was he going to do--just let the car sit there all day and not even bother to call and tell me? He said he had no idea about the car (it seemed there might not have been any paperwork on it??), but he was somehow able to find my VIN to figure out the situation and confirm that the windshield had indeed arrived. The kicker? I asked if it could be done tomorrow (Sat) morning (I'm leaving early Sun). "Oh, we're not open on the weekends." When I expressed my immense frustration (I could have gotten it done elsewhere; etc.), he responded simply, "Sorry about that!" So I asked if he was the owner--he was not, nor was the owner there. Knowing there was nothing else to say or do and I was SOL, I said I'd come get my car. "Ok!" was his only response. (Side note: I walked nearly a mile in 80 degrees--no offer was made for a courtesy car. Which, whatever, but they had already screwed up so royally, was it not the least they could do?!)
So would I recommend this place? Ab-so-lute-ly not. Not one, not two, but *three* bad experiences with three different people. Honestly shocking. I'm so angry that I wasted my time with them when I could have gotten it done elsewhere (I had gotten other estimates from places that could have done it in my time frame). I wish I could give zero stars.
