Note that we had
Jiffy (1033 W. Dartmouth, Englewood, CO)
replace the windshield 8 months ago on 6/22/16.
I attempted to adjust the rear view mirror (without applying undue force)
and the mirror fell off into my hand, leaving a divot in the window
where the glass broke. When I called Jiffy to report this they first said
someone would be out to look at it the next day.
Nothing from Jiffy
I called again and now Jiffy claimed that the problem is not covered by
their warranty, even though the warranty explicitly states "glass to be free
from defects in material ... for as long as you own your vehicle".
Given that the glass broke under normal use it is hard to see how this
could be considered anything other than a defect in material and
therefore Jiffy should be obligated to replace it.
After discussing it with the phone rep she said she would have a
technical manager contact me on Monday, 3/6.
Surprise, no word from Jiffy. I started a complaint on the BBB web
BBB indicated that they have forwarded my complaint on to Jiffy.
Jiffy came out and took a photo of the damaged windshield.
Called Jiffy again and talked to Cody (manager). He doesn't know the
details but says he will call back.
After no response yesterday we called Krystal again and she said Cody
would call. Eventually, Cody did call, said there were no reports from
the glass supplier of similar problems and therefore it couldn't be
a defect in the glass (obvious implication is that I lied and applied
too much force in adjusting the mirror - not true). Anyway, we agreed
that if I would drop the BBB complain Jiffy would replace the windshield
at cost (~$90 plus I have to drive ~40 miles down to Denver). Not
happy about it but I agreed to that deal.
That afternoon I discover that there's no way for me to unilaterally
drop the BBB complain, Jiffy has to respond to the complaint with an
offer and I can either accept or reject their solution. Am now
waiting for Jiffy to respond to BBB.
Jiffy finally responded to the BBB complaint with the comment "...another
satisfied customer" (a complete misrepresentation of the situation
but it's not worth arguing about). I have accepted the offer and we
made an appointment for me to take the car an hour away to Englewood
to have a new windshield put in.