I just had my windshield replaced on Monday and the installation appears to be of good quality but they didn’t meet their service time window and over charged me $20. First off, I was assured from Spencer, at the call center last week, that this transaction would take under an hour. He said installation takes around half that but to be prepared for an hour just in case. He then asked for my telephone number in case he needs to contact me. I set up an appointment for my lunch hour at 11am, hoping to beat the noon lunch rush. Sure enough, I showed up at 11am and Jason Johnson, the store manager, said they’d get right on it. I waited 30 minutes and saw my van untouched. I checked back with Jason to see if they still were planning on having this completed within the hour and his response was that it wouldn’t be a problem. At 45 minutes past 11, I checked back a second time with Jason and he said they’d be close but they should have it done within the hour. Well, sure enough, the 11 o’clock hour came and went, and by now there was a new young lady at the front desk. I explained that I had been waiting over an hour and have to now get back to work to make a meeting. She said that Jason himself was personally on it and would tag-team with another tech to rush it through. I urged her that I wanted the installation done properly and not to rush it but if they could act now, I would appreciate it. At 12:30, after 1.5 hours of waiting, the van finally went inside the shop and they had it finished at 1pm. In order to make my work meeting, I had to call in from their noisy waiting area.
Needless to say, I was pretty frustrated. These guys were obviously busy but at the same time, everyone’s time is valuable. Given that they had my telephone number, I would have appreciated a call before my appointment, letting me know they were running behind. Having this understanding of their frantic situation, I could have easily adjusted my schedule or simply switched my appointment to a better time. But sitting around for 2 hours, on a work day, for a 20-30 minute job is inexcusable. Plus, Jason should have just been honest with me from the beginning. If they aren’t going to get to me for 1.5 hours, just let me know so I can make a more informed decision. Assuring me over and over again that they’ll get right to it and then not delivering was extremely disappointing.
What’s more, I suggested the receptionist have Jason add the $20 wiper blade replacement upsell at no charge for making me wait so long under the false promises that my van would be ready on time. When the van was finally finished, I noticed the blades had not been replaced. When I questioned the receptionist, she responded that Jason had denied my suggestion. I then had her expedite my request to Jason’s manager, Travis Mecham who is head of operations. Travis approved the blades, which I appreciated.
To add final insult to injury, I walked out the door and noticed they charged me $20 for the molding that Spencer had originally told me would be included in the price of the windshield. When I pulled out my credit card moments before, I noticed the bill was a little higher than the initial quote but I wasn’t interested in fighting this battle anymore and left. I left a voice mail for Travis Mecham, who was in a meeting at the time of my visit, to share my feedback but my request for a callback has not been met. With just a couple simple business processes modified, TechnaGlass has the potential to really improve their overall customer experience.