ComplaintsforAuto Glass Now

• Initial Complaint

  05/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  At auto glass, I had my front windshield replaced because I had a chip. The tech replaced the glass but did not replaced new mounts. Immediately I asked why he was using the old one. He stated that the old one is a better fit. I **** to his attention that the vehicle next to mines, the tech was replacing with new mounts. When asked your policy does not apply to my vehicle, he became horribly rude. I reported his behavior to the front desk while he was present. Now the mount has popped out along the right side of the windshield, and the glass appears loose. As I drive and can hear rattling below or at speed level. I went to the shop and met another rude and disrespectful tech who exhibited discrimination in his remarks, when I refused to have him use black tape to tape the area. Hence, I am seeking that the problem is fixed with proper moulding without discrimination nor without dealing with derogatory remarks. To date, I have not even visited a car wash since the replacement of my windshield was done.

  

  Business response

  05/17/2022

  We have investigated this complaint and spoken with those involved. The customer has been back to the shop multiple times since submitting this complaint, and to the best of our knowledge, the issue with the rattling glass has been resolved in-shop.
  
  Regarding the customers request for new moldings, these are a separate part and are not included with the cost of the new windshield.Ms. ***** did not purchase new moldings, so the store used her old ones, given that they were still in usable condition. We apologize for any confusion or misunderstanding that this may have caused, but this is standard procedure when new moldings are not purchased.
  
  Lastly, we have addressed the customer service issues that Ms. ***** reported with the shop. We pride ourselves on providing only the best customer service here at **********************, so when issues like this arise,we take them very seriously. We have made the district manager, *************** of this so that he can address these issues with his team and take whatever action is necessary to ensure that this does not happen again.
  
  We are truly sorry that Ms. ***** has encountered these issues, but we will use this feedback to prevent this from happening in the future. If she should encounter any further issues with her glass, we would be more than happy to help her again.

  Customer response

  05/20/2022

   
  Complaint: 17128184
  
  I am rejecting this response because:
  The rattling glass was not fixed. The molding was glue. The company stated that the manager ***** was no longer working for the company. But ***** was the one who glue the molding, and did not addressed the glass. The fact that both visits I watched new molding were put on car, when I enquired from a customer if it was an additional cost, he stated no. So again auto glass is not treating all customers with equal respect.
  Sincerely,
  
  ***********************

  

  Business response

  06/01/2022

  We are very sorry to hear that the issue with Ms. ****** rattling glass has not been resolved. All our glass comes with a lifetime warranty against defects in materials and workmanship, and we have a diligent and responsive team that would be happy to help. Please reach out to the shop to arrange a time for them to examine the glass again to identify the problem and any potential solutions.

  In response to Ms. ****** insistence that moldings are not an additional cost, we apologize for any misunderstanding, but this is simply untrue. Moldings are always an additional cost, and this can be seen very clearly on any invoice belonging to a customer that has received new moldings. We do not know why another customer would tell Ms. ***** that new moldings come with no additional cost, but they were very mistaken. We apologize for any confusion that this may have caused, but new moldings are not included for free. If Ms. ***** would like new moldings, we would be happy to provide them, but she will need to purchase them like everyone else; if she would prefer to do this rather than use her current moldings, a customer service representative at her local shop would be more than happy to make the necessary arrangements. Again, we apologize for any misunderstanding.

• Initial Complaint

  04/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I tried to get my window replaced by AUTOGLASSNOW in ******, ** and they took an $180 deposit and then called me a few hours later to tell me the glass wasnt available. When I saw the transaction fully posted this morning, I called to follow up. I talked to the District Manager *******************. I learned that Instead of VOIDING the same-day-transaction, the lady requested A CHECK from the ********** office and today, and that I wouldnt be credited, I found out that they didnt even have my complete address until I gave it to her at 9am this morning. I have a busted window and Im waiting to go to another place where I had to pay a deposit for them to order this part but i cant even go get my broken window fixed because I need this payment refunded.

  

  Business response

  05/16/2022

  We sincerely apologize for any inconvenience that this may have caused **************. Her refund check was mailed out to her on 4/21/2022; if the customer has any further questions or concerns, we would be happy to help her at the corporate number that she was provided.

• Initial Complaint

  04/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired AutoGlass Now on ********************************. in ************ to install side rear passenger glass and tailgate glass in my **** **** Expedition. Date of installation was 4/15/22. On completion of the installation, I drove the car home. I never touched the glass or opened the tailgate.On Saturday morning the tailgate glass was shattered all over my driveway. I know that my car was not vandalized because I have camera's on that driveway and there was no activity. The AutoGlass warranty says that they warrant their glass against defects and workmanship for as long as you own the vehicle. I spoke with the local manager (Connor), and he refused to either refund my money or replace the glass. The service cost was $392.12, the amount I'm asking refunded is $270.00

  

  Business response

  05/13/2022

  We sincerely apologize for any inconvenience that this situation may have caused ****************. We have spoken with the district manager, Thorn, about this matter and we will gladly replace the customers back glass through our lifetime warranty. We deeply regret that **************** has encountered these issues, but we are grateful for the opportunity to make things right and we appreciate his patience in this matter.Please reach out to the ************ location to schedule this replacement, and please dont hesitate to reach out with any further questions or concerns.

• Initial Complaint

  04/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went in early march to get both my windshields replaced they only replaced the front and have since refused to refund my money when you call no one answers I've spoken with everyone there even he general manager who doesn't know what he is doing the next step for me is to go to the business and file a police report from there so I can move forward with getting my money back with damages thanks

  

  Business response

  04/15/2022

  We sincerely apologize for any inconvenience that this situation may have caused **************. After confirming the necessary information to process a refund, we have issued her a refund check for the cost of the back window installation that our shop was unable to perform for her. This check will be mailed out on Monday, 4/18/2022.  We have been in contact with the customer and informed her of the amount of the refund as well as the expected date that it will be mailed out. If she has any further questions or concerns,we would be happy to help her at the corporate number that was provided.

• Initial Complaint

  04/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my windshield replaced. They broke some window trim while doing so. I was told they would order the part and call me. They did. I called to see if I could make an appointment but each day I did I was told I'll have to come in and wait in cue however long that would take. One day about a month or two later I just went in to wait in the cue, but they said they could not find the part. I was told they would reorder it and contact me, they never did. I have called about 5 or 6 times since then to see if they have the part. Each time they never call back. I made a complaint to the corporate office and was told in an auto response I would be contacted within 48 hours, they did not. I'm tired of wasting my time calling and calling and calling and never getting anything other than a promise to call back that they never keep. Please help me stop wasting my time.

  

  Business response

  04/22/2022

  We are truly sorry to hear of the trouble that the customer has experienced waiting for this replacement part. We have spoken with the district manager ***, who is personally handling this situation. He has informed us that the store has spoken to the customer about this matter and that the replacement part is being ordered; once that part arrives at the shop, either he or our store manager will contact the customer to arrange a time for him to bring his vehicle back to the shop.

• Initial Complaint

  03/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The manager, *** spoke with you while I was at the location this morning. I am more than frustrated with this situation. The techs came out to my office Wednesday afternoon, and I watched as they removed the strip from around the windshield. About 15 mins later one of the techs came in my office and informed me that the job was complete. I called and made a payment for the service. When I got off work around 7pm I noticed that the windshield was not taped and did not have the seal. I immediately called the office, and they were closed so then I called the tech. He stated, the strip is not required, and you can look at another VW and see that. I waited until the next day, and I called the office first thing in the morning. The **** *****, gave me the same explanation as the tech did and I asked for the manager. She explained that the manager, ***, had overslept and would be in later. This was completely unprofessional, she then proceeded to say that it there was traffic when she came in so that ************* be later. I informed her that I would come into the office to speak with her. I asked if 9am was good and she confirmed. At 9am I called to be sure the manager was onsite, and they were not there. I arrived onsite at 945am, and the manager met me outside. The parking lot was blocked due to a broken-down vehicle which needs to be towed. After speaking with *** and voicing my frustration not only with the poor quality of work but also with the fact that all my stickers; inspection, car wash barcode and oil change reminder were missing. *** proceeded to asking the tech to come speak with me. He explained again the same thing as the night before and when I asked about the stickers he stated, it was expiring anyway. That is not his call to make and if I am pulled over, I would have to explain that your company removed my required state stickers. Lastly, *** called you after my request and you stated that due to you being out of town that I could return to the site on Mo

  

  Business response

  05/04/2022

  Our district manager **** addressed this issue with the customer personally after the incident. She explained that the strip that the customer saw our technician remove was not a part of the customers vehicle but only the adhesive used to seal the windshield, and the technician was simply discarding this excess adhesive.Regarding the discarded sticker, we apologize for any inconvenience that this may have caused, but our warranty states that we are not responsible for any decals left on the windshield prior to service. This is posted in our shops as well as on the back of all of our invoices. We apologize again for any inconvenience, and we have addressed this issue with the employee in question to prevent this from happening in the future.

• Initial Complaint

  03/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Work completed 3/24/2022 with a total of ****** for front windshield replacement. The day after I had work done here(3/25/2022), I noticed my car had been wrecked on the passenger side while at their shop by whoever employed by them drove it (the small parking lot was jam packed so I had to park next door upon asking them) I didnt notice the damage at pick up because my drivers side was parked facing their door and I didnt walk around my car. They damaged my brand new rear wheel as well as the side of my rear bumper around the wheel/tire on my 2017 vehicle. I drove 30 mins back to show a manager the damage. They were supposed to call me the following business day and didnt so I gave them halfway through the next day before reaching back out. The manager wasnt there. A second manager(I never heard from the original manager again)returned my call several hours later saying I could come view the **** shops footage from next door so I immediately drove 30 mins back for him to show me a blurry snap shot of a video on his phone he had taken of the **** shops screen and let me know he could no longer show me the footage he had called me 30 minutes prior telling me to come see. While there during that visit I showed him the trim around my hood and windshield that didnt look right and he informed me that rubber doesnt go back and its normal to be hanging the way it is. I purchased the new molding as recommended at scheduling. I gave both managers every opportunity to make things right and they still deny that it happened at their shop, that conveniently does not have its own cameras despite having cars packed bumper to bumper in their tiny parking lot with employees in and out of them.

  

  Business response

  05/04/2022

  We have spoken with the shop manager *** about this matter, and he has informed us that the damage described by the customer was pre-existing and present at the time that the vehicle was dropped off for service. This is shown in the footage provided by the **** shop next door to the shop; while we were unable to provide the customer with the footage itself, due to its being owned by another party, we did receive permission to take several photos of the footage which were then shown to the customer when she returned to our shop. Due to this information,we cannot accept responsibility for the damage to the customers vehicle.

  Customer response

  05/05/2022

   
  Complaint: 16966320
  
  I am rejecting this response because: The damage was not pre existing. The **** shop footage did not show any damage on my vehicle at drop off. *** showed me one blurry picture that he had taken off of the **** shops screen. It showed zero damage and I even pointed that out to him in person when he showed it to me. *** and ***** both had different stories. ***** saying it looked like I hit a curb which *** even had a laugh about since the damage is a few feet up from the ground. He proceeded to tell me thats just what happens that his jeep has spots on it too and it bothers him. They are unprofessional and simply do not want to fix the damage they caused.
  
  Sincerely,
  
  *********************

  

  Business response

  05/19/2022

  We have followed up on Ms. ***** response and reviewed the photo evidence that the shop provided to us. After a full investigation, our corporate office was unable to identify any pre-existing damage that is apparent in the footage or other documentation;as such, Auto Glass Now will accept responsibility for Ms. ***** repairs. We will be reaching out to her directly to discuss the matter in greater detail and to make the necessary arrangements. We apologize profusely for any inconvenience or frustration that this situation has caused ************, but we are grateful for the opportunity to make things right and we appreciate her bringing this to our attention. A member of our management team or our corporate office will be in touch with her shortly to work out the details and get her scheduled for repair.

  Customer response

  05/20/2022

  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.  I will be waiting on them to reach out regarding repairs and go from there.
  
  Sincerely,
  
  *********************

• Initial Complaint

  03/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to AutoGlassNow on March 25, 2022 to have a small crack in my windshield repaired. While there, an associate told me they could replace my missing passenger mirror glass. I was told they would order the part and it should be in the same day around noon. I received a call from *** at approximately 2:30pm March 25, 2022, advising the mirror glass was in. I went back to the shop at 5:45pm the same day and all the techs had left for the day even though the business was still open. I went back to the shop March 28, 2022 to have the mirror glass installed. Immediately, I knew that the part was wrong - the mirror glass did not fit and the tech had to glue it in - it should have been installed with clips. I spoke with *** who said she would try to find the correct part and only charge me for the difference. She said she would give me a call back later that afternoon. I called ***************** 29, 2022 asking for status and she advised that she hadn't done any further research. I had already found entire assemblies available for less than half of what this shop charged me and I told *** I wanted a refund. She told me it would take at least four weeks for the refund to be processed, which is unacceptable. After paying $80 for an incorrect part that was installed incorrectly, I am not comfortable having the shop remove the mirror glass as I fear additional damage being done to my car. I will remove the glass myself and send it back; however, I am not willing to wait four weeks for a refund - this is excessive and unnecessary.

  

  Business response

  03/31/2022

  Thank you for this information, I have contacted our store manager *** regarding ****************** complaint. On 3/25/22, ************** came into AGN Glass for a windshield chip repair, and inquired about his passenger side mirror glass. AGN Glass would need to order the mirror glass from our vendor which ************** approved. ************** returned Monday 3/28/22 for AGN Glass to install his passenger mirror glass. After our technician install the mirror glass, ************** expressed that he was not happy with the job because the mirror glass was not placed inside the mirror housing with clips. The mirror glass does not clip in place, car mirror glue is used for the actual mirror glass. The mirror housing part is bolted to the car door. Nothing was wrong with ****************** housing part for him to go out and purchase a new one. ************** paid for a service which was provided by AGN Glass. If ************** would have expressed he wanted the entire mirror glass and housing replaced then we would have assisted but he only requested the mirror glass to be replaced.

   

  Thank you,

  Risk Management 

  Customer response

  04/01/2022

   
  Complaint: 16959329
  
  I am rejecting this response because it does not address my issue.  I did not request for only the mirror glass to be replaced nor did *** make it clear that she was only ordering the mirror glass.  Additionally, why would just the mirror glass be $80 when you can buy the entire replacement mirror assembly for half that cost?  I only agreed to have Auto Glass Now order the mirror because I was trying to support what I thought was a local business.  The bottom line is that I didn't get the product or service that I paid for and I want a refund.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  03/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I brought my vehicle in to have a windshield replaced. The job was rushed and the windshield molding was not put back on properly. There was glue on the windshield, the molding on the driver side came completely off while we were driving home, fell off in busy traffic. We returned to the shop and one of the techs came out and pounded on the passenger side windshield, I directed him to the driver side, he looked at it, flipped his hands at me and said that there is nothing they can do about it, go find the missing part in the street. I did not appreciate being spoken to like that at all. I was told by someone named **** that he would take care of it, that he would order the missing part and that it would take two days. When my husband called on Monday, 3/28/22 they acted like they knew nothing about it, they found our phone number that was left with them and then told us that the person was out sick who promised to handle things. From this I can see that we are being given the run around. we can not use the windshield wipers because it flaps against the missing part area. I had to return to work on Monday and this problem is not being resolved.

  

  Business response

  03/29/2022

  As of this morning I have spoke with our district manager ***** who explained to me what happened. After Customer left AGN ********************** the clips from her moldings flew off. AGN Glass has ordered new clips directly from ***** and we are just waiting for them to be delivered. As of this morning , ***** has contacted ***** and was told the clips has not come in yet. I spoke with our customer this morning and informed her that the clips have not come in yet. I told her it takes two business days and we anticipate them to be in hopefully on Wednesday 3/30/2022. She is aware that once they come in our district manager ***** will contact her and he going to come to her and put the new clips on for our customer. Again, I'm sorry for the experience you had at out *****, ** location. I will be speaking with our employees regarding customer service and the proper way to address customers complaints and concerns.

   

  Thank you,

  Risk Management 

  Customer response

  03/31/2022

   
  Complaint: 16954058
  
  I am rejecting this response because: my husband had to take the vehicle to the shop, the windshield wipers popped off? They were not set properly as I said, they kept flopping on the edge of the windshield where the missing piece was. Clips were replaced and another set of windshield wipers had to be put on. Because of the way the whole matter was handled, I was very disappointed. Im just glad that the part finally came and it was put in place. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Got windshield put in today, they broke the first one in installation, ordered a new one and broke it also in installation. I was told to go to ******************* and buy new trim before start of the job and they beat it to death and damaged or didn't install some right and it fly off the truck. Also during the second install glass was broken Crack all way down the driver's side. I want my vehicle fixed right asap with my trim purchased and the job done correctly. It's my only form of transportation. I tried talking to the General manager that was there and was blown off. I have a 2017 infiniti Qx80 a 80, 000 vehicle and they messed it **. Please help me out ** this matter

  

  Business response

  03/22/2022

  I've reached out to our store manager Aysha and she informed me this just happened yesterday 3/21/2022 toward the end of the day. She's guaranteed me that she is in the process of ordering ********************** front and side trimmings, the side moldings and a new windshield. Once the parts arrive our store manager will contact ****************** and remedy the work. AGN Glass appreciates our customers patience. 

   

  Thank you,

  Risk Management

  Customer response

  03/25/2022

   
  Complaint: 16923313
  
  I am rejecting this response because:Management told me they would call me the next day about my issue and til this day I haven't received any call. I called that shop today the manager wouldn't come to the phone and I was told she was in the shop. That instead of me holding the phone any longer they would get her to call me. I'm still waiting on that call. I need my vehicle fixed correctly ASAP. It's my only transportation and I can't drive it.
  
  *****************************

  

  Business response

  03/31/2022

  I have been in contact with ****************** since my last response, and he has provided me with all the necessary documents requested to back his complaint. I am working with our Regional Manager **** to resolve this claim in a timely matter. *************** is aware of this and I thank him for his patience, he has my contact information if he needs to reach me.

   

  Thank you,

  Risk Management

  Customer response

  03/31/2022

  I have spoken with Mrs.****** and emailed all receipts, paperwork and pictures. She informed me that that would do everything in their power to resolve this issue. I'm trusting that the corporate office take care of me and my issue.
  *****************************

  Customer response

  04/26/2022

  This complaint was not resolved. They sent a message through you all that they were working on my complaint and that they got pics and documentation from me but that's where it ended. No one has contacted me about this situation and won't even return my calls or emails. The one lady that had my complaint with the company I tried reaching out to her but they told me she no longer worked for the company. Please I need your assistance
  
  

  

  Business response

  05/17/2022

  We sincerely apologize for this delay and for any inconvenience that this situation has caused to ******************. We have spoken with the district manager **** and the regional manager **** about this matter,and Auto Glass Now will be more than happy to complete these repairs and fix our mistakes. The district manager will be reaching out to ****************** today to confirm the information on the parts needing repair/replacement, after which we will order those parts and schedule ****************** for this repair. If the customer needs any further assistance in this matter, we would be more than happy to help him at the corporate number that was provided to him.

  Customer response

  05/17/2022

   
  Complaint: 16923313
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************** I gave this company plenty of time to fix my truck I told them that this was my only transportation to work. I had to take it to another company to get it fixed and all the parts destroyed ordered and replaced. I need all my funds spent with them and refund for me having to pay the other company for the parts and labor of fixing my vehicle right.

  

  Business response

  05/20/2022

  Our district manager,regional manager, and corporate office have all attempted to contact the customer regarding this matter and have received no response. We will need to discuss the matter in greater detail and confirm necessary information before we can begin to process any sort of refund. Please contact the corporate office at the number that was provided, and we would be happy to sort out the details with ******************.

  Customer response

  05/26/2022

   
  Complaint: 16923313
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************** I talked with a ************* and gave her all receipts and pics of damages. That was the second time that I turned over paperwork and pics to corporate office and nothing was or has been done. I spoke with district manager at the office when the glass was being installed and broke twice and truck parts damaged he did nothing so I don't want to talk to him or that manager of that store they've lied to me multiple times and that's why I had to go to another company to get it fixed. I am definitely not satisfied at all.*****************************

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