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| - Alex, one of the owners, came to our home and fixed 4 small chips in two cars. These chips were small, less than an inch, but was very noticeable as one was just at the eye level of my BMW x5. After he fixed it, it was less noticeable initially and that was about three months ago. I do not drive more than on average 10--20 miles a day. Yesterday, I noticed that the small lines at the edges of the chip looked longer and more "whiter" or "brighter" as the sun hit so I called them back as my husband said he guaranteed his work. This is where the second problem occurred. Alex was very defensive stating that "in 7 years, I have never had a problem!" To Alex, I was just trying to explain that it appeared bigger or that it was getting more noticeable by stating that in my perception that it was "whiter". He quickly corrected me by stating that I am not the expert and that when there is a chip in a windshield that the chip actually creates black lines so he stated that that cannot be true. He also said that he often gets a lot of calls like mine (really? Not a good sign.) Regardless, I was not challenging his ability to fix chips well, but just stating that I thought mine was getting bigger.
This conversation went nowhere for me when he said, "unless it is significantly bigger" by stating two inches or more that there was nothing he can do. I tried asking him if he can come out and take a look, and I also said I would be willing to pay for additional cost. However, he kept repeating himself that unless the chip is much larger that there was "nothing" he can do and that he never had a problems... Frankly his attitude was not what I expected as Alex was the one that told my husband that the work was guaranteed. I anticipated receiving some intelligent answers, but instead I was just told that I was not describing the problem correctly to him because windshield chip creates black lines so it can't be whiter in appearance. He even asked for a picture to understand me. This was ridiculous. It is true that my occupation is not fixing windshields, but from a layman who is driving with a chip on the windshield, the chip looks brighter and noticeable because of light reflecting through the chip. At this point, I was frustrated. I didn't call to complain nor to challenge his skills; I just called to have the chip fixed so that I wouldn't need to purchase a new windshield.
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