Complaint Review: Exceptional Windshield Repair - Edmond Oklahoma

First - Exceptional Windshield Repair (not a licensed OK business, in fact none of their provided information appears to be correct) operates a mobile windshield crack repair business in Edmond, OK.

On June 13, 2012 at 3:36pm I stopped to inquire on the repair a very small rock chip in my windshield. The chip was about half the size of a match head with no protruding cracks at all. James (that's what he said his name was, not sure it's a real name) told me it would be $40 or free to me upon insurance approval. He said they may or may not warranty but regardless of whether they did or not he fully guarantees his work and will warranty it so regardless I would be out no money at all even if something goes wrong because he will take care of me fully.

Feeling comfortable that he would honor his word, we called eSurance, got approval, with the statement from eSurance that since Exceptional Windshield Repair is not an authorized service they would not be able to warranty the repairs should anything go wrong. James [sic] had advised me this could be the case and assured me that nothing usually goes wrong but if it does he would take care of my deductible if necessary.

Feeling some rapport since he told me he had served in Afghanistan and since I am an Air Force veteran myself I took him at his word, and we proceeded with the repair.

A few moment later he came to me and said "we have a problem". He had cracked my windshield. What was once a barely noticeable chip is now an 8 inch crack extending outward on my windshield. I asked him what he was going to do now, and he walked me over to his setup and asked me "what is your deductible?" to which I responded $500 and he said "oh crap!".

I reminded him that he said he'd take care of it and asked, "so what do we need to do now?" to which he replied I can't cover your deductible. Then he pulled out his little agreement, underlining a statement about "only covering the cost of the repair charge" and said I'm sorry then sat down in his chair.I reminded him that is not what he agreed to before the repair started. He said, "here's what I can do" then he pulled out his wallet and offered me a bribe saying "I can pay $100 cash toward your deductible but nothing else no matter what I said before". I told him that is not what we agreed to. He said "it would have eventually probably cracked anyway" and I said "that is speculation, it was a tiny chip it could have lasted years" to which he responded "sorry, that's how it goes".

I asked him "is this really the best you can do" and he replied "it's all I am going to offer" then I replied "the Internet is a powerful thing" and then he put the money back in his pocket and asked me to leave, saying he would not be threatened.

I advised him it is only a threat if this is the way he is going to do business to which I got no reply. I asked one last time "is this really the way you are going to handle this" and he did not reply. I remarked that "how am I to know you aren't going to get paid for breaking my windshield" and he marked "repair failed" on the ticket and also "will not file" and "nothing due" then threw the ticket toward me and sat down and said "goodbye".

Now I am left with a cracked windshield that I will be forced to pay for in full since calling in the repair voided my deductible claim. Also I cannot take it to another repair shop now because the crack is too large - the windshield must now be replaced at a cost of $564 + labor when it should have cost me nothing to get the small chip fixed.

From a company Exceptional Windshield Repair that does not officially exist. Beware Exceptional Windshield Repair or whatever they are calling themselves today or whatever street corner they are operating from - it gives all honest small business people a bad name when this kind of thing happens.