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| - I had a crack on windshield that spread, so after careful consideration and reading many, many reviews, I called Reliable, confident that they would come out and do a great job. The customer service person was very friendly and helpful, got me scheduled for a Saturday appointment, and I was off the phone in just a few minutes. Saturday morning, the technician called to let me know I was his second appointment. He called again to let me know he was on his way - this was all before 7:45 a.m. To this point, they had already exceeded my expectations. But wait.
Once the technician was settled in and working, I stepped back inside to get him some cold water and answer a call. When I returned, he had the old windshield out and the new one 90% installed. I immediately noticed a a very noticeable chip in the new windshield, on the side edge of the glass on the driver's side. When I mentioned it, the tech tried to downplay it and said he promised the chip wouldn't spread. I'm not sure what that had to do with the principle that I had just paid for a NEW windshield, so it should not come damaged. He tried the "if it spreads we'll come back out" tactic not once, but twice, before he told me that if I wanted them to replace the damaged "NEW" windshield I would have to wait a week for them to come back out.
The issue I have with this situation is that, while the tech was polite, I do not see how there's any way he didn't know the replacement glass was damaged. It was either put on the truck that way or he damaged it during installation. Either way, if I could see it (as someone who does not look at glass for a living), there's no way he didn't. That he installed the windshield ANYWAY infuriates me. It is extremely dishonest behavior. He should have let me know either BEFORE gluing in the glass or as soon as I came out (if he damaged it during install). He should have immediately offered a replacement and explained to me WHY it would be a week before such a replacement could happen. (Apparently because of the glue that is used) And since it was their mistake that is causing me to have to put aside my plans for a SECOND Saturday, they should have offered some kind of consideration for my time and inconvenience. None of these things have happened.
I still have a cracked "new" windshield and am waiting for resolution. I am hoping to be able to update this review with a happier ending. We'll see.
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