Originally my wife requested a replacement but the insurance stated they would only do a repair. She did not realize the appointment originally requested would be canceled as she felt the replacement would be the correct action. She waited from 8 to 2 pm and the repair person came out and said he could not replace as he only did the repairs and he lived 2 hours away and due to scheduling the replacement would have to be request again. She did not get an appointment but she looked on the system to find that the following Monday the replacement was to be done 8 to 5. she called because of previous plans and sitting all day was not an option. the email stated one phone number would be called but that was not the phone called. The windshield was replaced and tech was very polite and helpful.