map-marker Phoenix, Arizona


This may be the worst company I have ever encountered in my 70+ years. Ordered a windshield from them during the week of 8/27/18, which was to be installed on Thursday, 8/30/18. On that day they advised it would be installed during the following week, installation date was moved to Tuesday 9/4/18. I was OK with that delay. Then on Tuesday, called to tell me the required clips did not come in, but would arrive on Wednesday. I was OK with that delay. Then on Wednesday, Rob called again to advise that the required clips did not come in, but he had a tracking number for the clips, and I was not happy, told him somebody needed to take ownership of getting the job completed. He said the windshield would be completed on Friday, 9/7/18. Then on 9/7/18 the Chevy dealer called to tell me the windshield was in, but they were missing bottom clips, and the job could not be completed until the clips came in the week of 9/10/18. At that time I contacted their main office in Gilbert and spoke to Brad, the dispatcher. I asked him if the missing clips would be in by 10am Monday. He said no. I asked why? Brad said that the clips were coming from Connecticut, and would require 3 day shipping. I inquired why he did not specify “next day air” shipping. His response was “this supplier only offers 3 day shipping.” I immediately realized that he had a serious problem with the truth. I informed him I wanted the name and number of the supplier so I could independently confirm available shipping options. He refused to give me the names of the owners or the address of the office. He hung up the phone. He called back later and advised the clips were actually coming from California, but he specified 3 day shipping. I castigated him for not using overnight shipping and for delaying the installation until 230 pm on that Friday, which left no time for a good recovery on a job that had had one delay after another, all the while my car is at the Chevy dealer for going on THREE CALENDAR WEEKS. He voiced no ownership of the job, didn’t care how long I had been without my car, and had the gall to hang up on me. At that time, I got in my car to go to the office. While driving, I called the office and asked who Brad’s boss was. Cindy advised that she was the office manager and Brad’s boss. She had no knowledge of my order or all the sundry delays in completing the job. I advised her I was on the way and I requested her to intervene with Brad to change the shipping to arrive by 10am Monday morning. I told her to call me back or I would just wait in their reception area so she could update me on the shipping. She didn’t call back, and I got lost on the way to their office. By the time I got there, the office was closed. AT NO TIME DID I EVER USE ANY VULGAR LANGUAGE IN MY CONVERSATIONS WITH BRAD OR CINDY. On the way home I called the office and left a voice mail for Tony Kendall or David Betts (the owners) to call me so I could discuss the horrible service and getting the job completed. Later that evening, Rob called me, apologized for all the delays and screwups. Rob agreed to call Saturday morning and give me an update on the clips. He called right on time and told me the office was “very amped up and refused to even discuss the job with him.” I informed him that Cindy had promised to call and never did. I asked Rob what he was going to do about Cindy’s refusal to discuss the matter, and he said “there is nothing I can do about it.” THIS IS A CLASSIC CASE OF THE TAIL WAGGING THE DOG. The call transmission was breaking up. In my frustration, I asked Rob “what was wrong with that C.” The call continued to cut in and out and then my phone went “beep beep,” and the call was lost. Very shortly thereafter, my insurance company called to say K and B would not complete the job. They did give the missing clips to the Chevy dealer on Tuesday 9/11/18. My nephew put the car back together for me. Neither Tony Kendall nor David Betts (the owners) ever bothered to call me. K AND B Auto Glass Works KNOWINGLY BREACHED THE AGREEMENT BY REFUSING TO PERFORM THE CONTRACT, and my use of a word or conversation they didn’t appreciate is absolutely not grounds for BREACH OF CONTRACT. They further seriously erred by telling my insurance company that I “left a threatening voice message,” when I did no such thing. That is called “TORTIOUS INTERFERENCE.” The only reason I am not bringing legal action against K and B is because my nephew finished the work they refused to complete. K and B Auto Glass works will always be a small company because they don't understand the importance of customer service or being honest with a customer. They also don't understand that it is not about how many mistakes are made on a job, but what steps you take to fix the mistakes and get the job done ASAP. A step in the right direction would be for the owners to listen to all sides of a situation before the rush to judgment, but it’s unlikely they will ever do that.
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Reason of review:
Order processing issue

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