ComplaintsforAuto Glass Now

Windshield Repair

Additional Complaint Information

Customer Complaint:

BBB’s business profile for Auto Glass Now was created in June 2014. A review of Auto Glass Now complaints was completed in February 2024, and complaints state customer concerns post installation.

The BBB recommends consumers to review the following links prior to working with the business.
Auto Glass & Calibration
Windshield Repair
Windshield Replacement
Car Window & Rear Window Windshield Replacement
Insurance Claims Management

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Initial Complaint
04/16/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
They broke the hood latch to my ********** and refused to pay for it because I didnt want to wait on them to send me from place to place to get a quote I went to the dealership and got it quoted and fixed the same day. As I no longer live in this city, nor do I have the type of time ************************** (store manager here) thinks I have! DO NOT GO TO THEM FOR ANYTHING! They will break things and refuse to pay for them! AFTER charging me the exact same price the dealership quoted me for a windshield!! Terrible service, ******************* and Terrible prices !!!!! I went back to fix mf mirror that broke yesterday. And tried to speak to **** outside. He was rude did not want to listen cursed me out threatened to call the cops on me tried to get inside my vehicle and remove it without my permission
Business response
04/19/2024
Good morning,

We want to apologize for any inconvenience, as we strive to always provide a positive experience for our customers at Auto Glass Now, and were sorry we fell short of the customers expectations. The local District Manager will be reaching out to the customer.

Best Regards,

**********************
Initial Complaint
04/02/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
This business damaged my vehicle paint with its lack of professionalism and then attempted to lie about the damage and intimidate me. They also told me I would get a call from a district manager in a few minutes but that was also a lie its been a hour passed as Im writing this complaint and no attempt to remedy this issue has been made. At no time was I told to sign a waiver for any damage that *** be done do to the nature of the work. The desk worker was very unprofessional and a poor lier and all she could do is claim she didnt break a window as if to chastise me for my situation. Or make the initial lies about the paint damage being already on the vehicle before I turn it in to be fixed.
Business response
04/03/2024
Good afternoon,

We want to apologize for any inconvenience, as we strive to always provide a positive experience for our customers at Auto Glass Now, and were sorry we fell short of the customers expectations. The local District Manager will be reaching out to the customer.

Best Regards,

**********************
Customer response
04/03/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***********************
Initial Complaint
03/21/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
A little over a month ago I took my vehicle to the shop to get a quote for replacing my windshield.I took my car to the shop so that I could get an accurate estimate. After a few minutes she gave me a quote of ******. after several weeks I made the appointment to install the new window on 3/20/2024. As I was pulling in after taking off work when ************** wrote the estimate came out to meet me as I was coming in the door. She immediately told me that the window was wrong that she ordered and she knew this by seeing my vehicle. No not only was my appointment canceled she informed me the price was almost double now. I did my due diligence by taking my time to bring the car there for an accurate quote. She saw my windshield when I was there. If the company did not do their due diligence that is on them. But due to the incompetence of ***** the company will no longer honor there quote. All I am asking for is for them to install my widow as per the original quote.
Business response
03/25/2024

Good morning,

We want to apologize for any inconvenience, as we strive to always provide a positive experience for our customers at Auto Glass Now, and were sorry we fell short of the customers expectations. The local District Manager will be reaching out to the customer.

Best Regards,

Auto Glass Now
Initial Complaint
03/12/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My husband, ****, brought his truck to Auto Glass Now to have his passenger side window glass replaced. After waiting for over an hour, the employee at the ********** location informed him he would not be able to replace the glass due to the vent shades on his truck. My husband let the employee know that he would have appreciated that info upon arrival, not after waiting for over an hour.The next day, I was riding in the passenger seat and noticed I couldnt open the door from the inside. We realized something must have happened to the door lock when the Auto Glass Now employee was working on the glass. When we took the truck in to a local glass shop in Crete, they had no problems replacing the glass, and even managed to do so with the vent shades on. The shop showed my husband what happened to the door, along with pictures of videos of where the door was broken that the Auto Glass Now employee had attempted to repair with glue.After that, **** went back to Auto Glass Now and spoke with the employee who helped him. He stated that he was glad **** had come in, because the employee knew he had broken the door and had ordered the part he needed to repair it. We did not receive a call, email, or any sort of contact that this employee was aware he had broken something on the door or was wanting to make it right. My husband informed the employee he would be contacting corporate as he wished to have the repair done elsewhere after receiving poor service and being lied to.After multiple attempts to call the ******* location and multiple complaint emails, we received a response that Auto Glass Now would pay for the cost of door repairs and we submitted the invoice from the repair. This was 3 weeks ago.Yesterday my husband was informed that the damage claim payout was denied because Auto Glass Now did not do our repair. Correct. They did NO repair. All they gave us was a broken truck door, a headache, and the opportunity to write my first ever complaint letter.
Business response
03/13/2024
Good morning,

We want to apologize for any inconvenience, as we strive to always provide a positive experience for our customers at Auto Glass Now, and were sorry we fell short of the customers expectations. The local District Manager has been in contact with ********************, the check was recently approved and will be mailed out.

Best Regards,

Auto Glass Now

Customer response
03/13/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***************************
Initial Complaint
03/11/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I took my car to AGN (auto glass now) on 7-5-23 for an appointment to get my windshield replaced. Once there, I was told they needed to reschedule for the following day 7-6-23 at 8am. My husband took my car on7-6-23 and they replaced the windshield. They were paid in full of $375. On his way home he noticed that there was air coming in from around the windshield with a whistling noise. Once home we were both looking at the window and noticed it wasnt the right sized windshield, the paint on my hood was scratched due to my wipers being forcefully pulled out, wiper scratched and the weather stripping is loose and torn. We immediately call AGN and were told the wind sound was normal and it would take a couple days to finish sealing. Well, that wasnt the case. I took my car back up there on June 14th and I was told that I was correct and they apologized and promised to fix everything stated above. We made an appointment for June 27 and I was promised he would have someone there to fix everything on the same day. Arrived at AGN on 7-25 only to be told that they didnt get the windshield in and need to be rescheduled. The rescheduling happen upon arrival 3 more times 8-18, 8-21, and 9-22, with the excuse of still waiting for paint and/or windshield. From that point on I had to reach out to AGN to get status updates with multiple excuses on why they couldnt . Finally made what I thought would be the last appointment for 1-31-2024 and again was told they couldnt change my windshield. This time he said they didnt have the right equipment to reach my windshield in the shop without the risk of damaging it. I then, asked for a full refund and the funds to fix what they had damaged. I was then told I would receive a check with in two weeks from their corporate office. Its now March 11, 2024, I havent seen or heard anything from them. 9 months of wasted time, energy, and gas. My next steps will be finding a lawyer
Business response
03/12/2024
Good morning,
We want to apologize for any inconvenience, as we strive to always provide a positive experience for our customers at Auto Glass Now, and were sorry we fell short of the customers expectations. The local District Manager will be reaching out to the customer.
Best Regards,
Auto Glass Now
Customer response
03/16/2024

Complaint: 21417287

I am rejecting this response because:
The company hasnt reached out to me about this matter.
Sincerely,

*****************************
Business response
03/20/2024
Good afternoon,
The district manager has called left messages.
Best Regards,
Auto Glass Now
Initial Complaint
03/04/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I had an appointment on 12-29-2023 to have the windshield replaced in my 2014 ****** FJ Cruiser. I noticed immediately after the windshield was replaced that the rubber seal on the right side of the windshield was not installed correctly and also that the trim piece that fits across the very top of the windshield didn't look correctly installed either; but unfortunately I decided that I would accept it anyway. On 1-3-2024 I was driving the vehicle on the interstate and the trim piece at the top of the windshield blew off. On 1-10-2024 as I was driving on the interstate, the replacement trim piece blew off just as the first one had done. I went back to Auto Glass Now on 1-25-2024 and had another trim piece installed and took new clips for the technician to properly install the cowl panels, which were not properly installed and had come loose.. On 2-6-2024 I saw a crack on the driver's side windshield extending all the way from top to bottom. After closer inspection, I also noticed that the windshield was not even centered in the frame----perhaps contributing to the cracked windshield as well as excessive wind noise when driving the vehicle. I immediately called Auto Glass Now and spoke to ***** who told me that the store manager would call me today. I never got a call back.On 2-7-2024 I called again and spoke to ***** who said someone would be by my house tomorrow to look at the windshield. No one from Auto Glass Now ever showed up or called.I finally got a replacement windshield installed on 2-14-2024. However, there was a rattling noise coming from underneath the 3 wiper cowl panel. Evidently, the technician left a tool, an old retainer clip or something under the panel. On 2-29-2024 the same technician that has done all the previous work came to my house and removed the two side cowl panels, and during the process the replacement windshield cracked.The manager, ********, now is avoiding me and refusing to even return phone calls. Horrible experience
Business response
03/06/2024
Good morning,
We want to apologize for any inconvenience, as we strive to always provide a positive experience for our customers at Auto Glass Now, and were sorry we fell short of the customers expectations. The local district manager will be reaching out to the customer.

Best Regards,
Auto Glass Now
Customer response
03/07/2024

Complaint: 21376885

I am rejecting this response because:
I have not been contacted by a district manager nor have I received a refund.
Sincerely,

***************************
Business response
03/12/2024
Good morning,
The local district manager called the consumer twice last week leaving a voicemail and the store manager.
Best Regards,
Auto Glass Now
Customer response
03/12/2024

Complaint: 21376885

I am rejecting this response because:

Sincerely,

***************************
Customer response
03/20/2024
The store manager does not return phone calls and the district manager, ******, called me for the first time on March 12. I never received any voice mail messages prior to March 12. When I spoke with ****** on March 12 I requested a refund and she said that she would get the refund process started. So far I have not received a refund nor received any other contact from anyone at Auto Glass Now. Small claims court my be my only option.
Business response
03/20/2024
Good afternoon,
We wanted to apologize for any inconvenience, as we strive to always provide a positive experience for our customers at Auto Glass Now, and were sorry we fell short of the customers expectations. A manager will be reaching out to the customer.
Best Regards,
**********************
Initial Complaint
02/20/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I had a new windshield installed on 02/17/2024 After paying I got into my vehicle and noticed a tear in my dashboard on the drivers side just below the bottom of the windshield.I brought it to the attention of the business and they said that it was pre-existing and even showed me a photo that they took which proves nothing.They took the photo after they caused the damage.They were unwilling to admit their mistake and even tried to cover it up with the photo.I have taken the vehicle to other shops who have confirmed how the damage was caused.I was also in the business waiting the entire time of the installation and they never brought the damage to my attention hoping that I would not notice.I have also spoken with a repair shop and the estimate to repair would be around $800.00.Replacing the dashboard would be significantly more.This is also affecting my ability to do a lease return by March 7th 2024 without a significant deduction for the damage.I have tried to call the business and even returned on 02/20/2024 to try and allow the business to resolved the issue.
Business response
02/21/2024
Good morning,

We want to apologize for any inconvenience, as we strive to always provide a positive experience for our customers at Auto Glass Now, and were sorry we fell short of the customers expectations. The local District Manager will be reaching out to the customer.

Best Regards,

Auto Glass Now
Customer response
02/21/2024

Complaint: 21320096

I am rejecting this response because:

Sincerely,

*****************************
Business response
02/23/2024
Good afternoon,
The damage is pre-existing the shop took photos prior to the install; therefore, we won't be taking further action.

Best Regards,
Auto Glass Now
Customer response
02/26/2024

Complaint: 21320096

I am rejecting this response because:
Repair shop took the pictures AFTER the damage that was caused by them had occurred AND I was in the repair shop waiting the whole time of the repair and they never informed me that there was any pre-existing damage...which there was not.
I tried repeatedly to have them remedy this situation but they have declined and continue to lie about the cause.

This car is a leased vehicle and if damages are assessed by the dealer then I will be seeking further remedies. Lease return is March 7th so time is of the essence.
I am seeking a remedy to include replacement of my car dashboard.

Sincerely,

*****************************
Initial Complaint
02/14/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We had our windshield repaired by Auto Glass Fitters/Auto Glass Now May of 2023. The vehicle sustained months of water leaking that went unnoticed to us until we took the car to get serviced and had the dealership check it out and find out what was causing us to hear what sounded like water moving around in the truck. We thought maybe it was water moving around in the truck bed, but wasnt really sure what it was. As a result of this faulty, negligent windshield repair and according to **************************** dealership who diagnosed the issue, the windshield was not properly sealed causing extensive water damage inside of our 2018 **** F150 resulting in over $83001.46 worth of damages. ******************** provided a video with detailed video with information about how this happened. After seeing the truck, **** notified corporate of this issue. Per ****, Auto Glass Fitters/Auto Glass Now corporate office accepted responsibility and would send a check directly to the dealership for the damages to complete repairs. **** replaced the windshield but no one has paid for our truck to get fixed. Its been over 4 weeks and I have yet to see a check. We have not received a check and have now started accumulating rental car fees. The dealership has also been reaching out for the check so they can move forward with repairs and have already ordered parts. We have a brand new baby at home and no transportation. This has been extremely frustrating for us. We have been nothing but polite throughout this whole process and apparently our kindness is being taken advantage of. All we are asking for is our truck to be fixed back to its original state and to be reimbursed for rental car fees. ******************** has provided an estimate of the damages directly to **** (general manager with Auto Glass Now) to provided to corporate total $8301.46 plus an additional $431.42 in rental car fees. We are now asking for a total of $8732.87 reimbursement.
Business response
02/16/2024
Good afternoon,
We want to apologize for any inconvenience, as we strive to always provide a positive experience for our customers at Auto Glass Now, and were sorry we fell short of the customers expectations. The local District Manager will be reaching out to the customer.
Best Regards,
**********************
Customer response
02/16/2024

Complaint: 21293728

Thanks for letting me know district manager will be reaching out! I am rejecting this response because: I am still awaiting a resolution. I have reached out to district manager **** on multiple occasions and have been unsuccessful in my attempts to locate compensation for damages to my vehicle.

Sincerely,

************************
Business response
02/23/2024
Good afternoon,
The check request was submitted by the local District Manager.

Best Regards,
Auto Glass Now
Customer response
02/26/2024

Complaint: 21293728

I am rejecting this response because: I havent received the amount of the check and whether it included rental reimbursement. If rental reimbursement was not included, please mail a check to my home address.

Sincerely,

************************
Initial Complaint
02/12/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I had my windshield replaced on Oct 13th, 2023 at the *************************************************. When I entered the car, I put my hand on top of the steering wheel and felt an impression/cut on top in the leather. The cut is approx. 1in long and 1/8in deep. There is also a tear in the drivers sun visor above the steering wheel. I brought this to the attention of ***** in the office. A few minutes later I went outside and observed a tech massaging the steering wheel and rubbing his sweatshirt over damage. This went on for several minutes. He massaged out most of the impression, but the cut remains. The damage to the wheel and the visor is shown in the attached pics. I was told that I needed to discuss the damage with ******* the following week. Upon further inspection I also found a hole and tear in the headliner on the passenger side next to the windshield. This is also shown in an attached pic. The headliner is only about 3 years old and didnt have any damage before I had the windshield replaced.I met with ******* on the following Tuesday, and she took photos of the damaged areas while denying responsibility for the steering wheel and saying she wouldnt pay for it. A week or so later I drove back to the shop, and we wend to Boudreauxs upholstery shop for an estimate on the headliner. During this time, I purchased a replacement visor and steering wheel. Receipt copies are attached.In the 4 months since, Ive had little to no follow-up with *******. She says the checks are in the mail for the visor and the payment to ********* and has even blamed ***** for losing the checks. Phone calls to the location are not returned and if I call its diverted back to the main number. The only way to get a response is to go by the store, which also results in no resolution. This is unacceptable customer service. Im requesting that the damages to my car are repaired or reimbursement for the parts. The attached Repair Estimate itemizes the damages at $1159.54.
Business response
02/13/2024
We want to apologize for any inconvenience, as we strive to always provide a positive experience for our customers at Auto Glass Now, and were sorry we fell short of the customers expectations. The local District Manager will be reaching out to the customer.
Best Regards,
**********************
Initial Complaint
02/08/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I called Auto Glass now on 2-7-2024 at 3:20pm to ask about a quote for a chip in my daughter's windshield. They advised it would cost ***** and that I could bring it on 2-7-2024. I arrived at the ************************************************************* location at 1030 am on 2-8-2024. I spoke to **** the receptionist that told me to come to her desk with a sign that said give a review for a 10dollar discounts(no other sign) she said they would look at the chip to see if they could fix it. They sent ***** out to look at the chip he said he could fix it. We proceeded to go in to tell **** that he could fix it. He walked in the office at the same time I did. I waited 30 minutes for him to come out to fix the windshield. When he did bring his metal tool out we( my friend and I) stepped out of the car while he worked. He looked at me shaking his head. Said that it had fanned out. Said I should speak to ****. **** said the only thing she could do was give me a 50 dollar discount. ??My bill went from ***** to potentially being 319+200 dollars if it needs to be calibrated. The first thing she said when I told her was call your insurance company. They broke the window and now they are saying I have to pay for it or call the insurance company I asked her if they had something in writing she said no at first. I walked outside to get the information for the car when I returned she said that it was on the other desk that she advised me not to go to. I think this practice is unethical and immoral. Since they broke the window I feel they should fix it. I would like for them to fix the window at a lower price. I do not have 519 potentially or would I want to use my insurance to pay for an issue that I was told would cost *****. This is very upsetting. I trusted that they would fix my daughter car instead they made it worst and they expect me to correct it. When a consumer trust a business to do the right thing and they don't it breaks the trust of consumers with businesses.
Business response
02/12/2024
Good afternoon,
We want to apologize for any inconvenience, as we strive to always provide a positive experience for our customers at Auto Glass Now, and were sorry we fell short of the customers expectations. The local District Manager will be reaching out to the customer.
Best Regards,
**********************
Customer response
02/19/2024

Complaint: 21265690

I am rejecting this response because I have not heard from this company. My daughter window is cracking worse because of their actions. I would like for this to be corrected as quickly as possible. I would like for them to contact me via phone or email ***************** .

Sincerely,

Tojunia ********
Business response
02/21/2024
Good afternoon,
The District Manager reached out to the consumer and offered a discounted price.
Best Regards,
Auto Glass Now

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