SGC Network Story

[patriotwsr]

This happened yesterday at an appointment I received from my website. After explaining my repair procedure, cost and the appearance of the final repair, the customer approved the repair and went inside. It was a small chip in the left fret area that had cracked out 4 inches, only hours old. While inside he explained everything to his wife. She had him call their insurance (USAA) to see if they had glass replacement coverage, just to see, which they did have at a $500 deductable. He decided to stay with the repair. He walked outside and was having a conversation with the SGC CSR and sounded like he was getting frustrated. He was then trying to see if they would cover the repair and waive the deductable. Let me also explain that I have been doing USAA repairs over the last 3 years, since there is tons of active and retired military here in San Antonio, not to mention USAA headquarters is here. Also I have been billing SGC online since 2005. It sounded like they were giving him the "run around" on whether they would waive the deductable or not. He even asked if he could pay me cash and asked if they would reimburse him. He explained that I was already there and was ready to do his repair (remember I was his choice). At that point I politely asked if I may speak with the CSR. When I identified myself, I was greeted by Becky from the SGC call center. I asked what the problem was since I just did a USAA repair just like this days prior. She stated that they had a "Special Unit" that verifies whether a deductible is waived for this customer and that "unit" was off till monday and requested the customer to call back then. After I picked myself up off the driveway I asked Becky if she had an employ number, she said no and that she worked at a call center so it would be hard to identify her. I explained that this seemed to be an attempt to steer "my" customer away from me and that I would need her last name or her supervisor just so I could follow up. I also stated the customer requested my company to do the repair. Becky's tune changed at that point. She said "Oh you haven't done the repair yet? I thought you had already done it and that she couldn't blah blah blah. I can initiate a claim right now". I almost lost that one. I always make the call to insurance when possible, but the customer was inside when his wife had him call. That phone call took longer than the repair. I explained steering to the customer and he said that's what it sounded like to him. The funny thing was, he worked for USAA, the very insurance we were making the claim with. The repair exceeded their expectations and they will call me 1st in the future. This venture made me late for my next repair, but luckily it was three single chips on three different vehicles at one house and I picked up a 25 vehicle pest control fleet while there. You win some, you lose some, but the steering attempt was so amazing that I almost fainted. The "special Deductible Waiving Unit" was off till monday. I posted this to tell you all the story. I'm not bashing anybody....not even Becky.

[Clarity Glass]

gotta love em'. Recently been receiving calls from Geico. I ask the customer how they found me...because there is no safelite shops in my area and I was next on the call list. Hmmmm. Straight from the customers mouth.

[SGT]

I find I have to remind myself at times that I elected to do business with the networks knowing full well of the issues. We all have a choice? That is how I keep it in perspective.

[Windshield Doc]

I done a job the yesterday for AllState. The lady said last time she got a chip and called it in they told her she had to use who they sent out to her. We all know it goes on. Just do what you can to educate the public. Let them know they do have the option who does there work.