ComplaintsforAuto Glass Now

• Initial Complaint

  03/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took vehicle in on 3/11/22 approx 9:30a to have rear window replaced after it was broken. Window needed to be order and was scheduled to bring car back at 8:30am on 3/14/22 to install new glass. Made appointment as scheduled and window was replaced for the quoted amount of $348.23. One 3/16/22 at about 4pm while at work a coworker approached me and ask what happened to my window. Thinking he was referring to the incident of the 11th of which the initial damage had taken place and I had share the circumstances of with others I began to explain to him want happened. As I explain I had it replaced on Monday he then indicated that he had just seen my car in the lot and it was shattered. Upon going to investigate I discovered the glass was in fact shattered but still in tact. I investigated to see if there was any evidence of an object of any kind in or near the vehicle and we found nothing nor any evidence of impact to the glass itself. Upon a closer look I noticed that in the center of the glass at the very bottom the was a webbing pattern initiating from beneath the seal just below the trunk lid that started in the center and spread up and outward in multiple directions. I took a picture of this area and retrieved some duct tape and started taping the glass in an attempt to keep it in tact during travel. I immediately called Auto Glass Now and explain what I had discovered and was immediately told that something would have had to impact the glass for it to shatter. I was instructed to bring it by and they would look at it. I arrived at the store a little after 5pm to have the glass looked at and was again told by who I assumed to be the manager that it has to be struck by an object to shatter. Showed him the area in which it appeared to be the origin of the shatter and he stated that that must have been where it was struck. I disputed him claim and pointed out that it appeared to have started from the very edge of the glass and went upward and outwards.

  

  Business response

  03/21/2022

  I have personally reached out to our store manager *** regarding ************************ broken back glass. For this glass to break only two days after it was installed is an issue AGN Glass have taken up with our glass vendor. Our store manager *** has order a new back glass for ******************** at no cost to him, per his warranty. ***** at our corporate office spoke with ******************** today. 3/21/22 and informed him that the back glass has been ordered and will be delivered before the end of the week. We will contact our customer once the ******************** arrives. I'm very sorry that such a inconvenience has happened, but I assure you AGN Glass is working to remedy this situation.

   

  Thank you,

  Risk Management 

• Initial Complaint

  03/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  3/7/22 After repeatedly recieving the wrong windshield, 3 visits later they told me they were not equipt to install windshields in newer model cars with features ( I have a 2020 ***** Accord) They never once told me that information before booking the appointment or recieving the windshield. The manager (blonde caucasian lady) stood up, cussing, refusing to finish service or recieve money back on said service. Ive waisted $1300 and still have no windshield. They need to be telling customers BEFORE ordering the windshield if they are not equipt to do so.

  

  Business response

  03/15/2022

  Myself and AGN Glass receptionist have both left **************** a voicemail for more information. We have contacted our store manager and spoke with ************** and they were unable to locate a work order under ******************** name or telephone number. If **************** would kindly return our calls we would be more then happy to resolve this matter.

   

  Thank you,

  Risk Management 

• Initial Complaint

  03/01/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  2/24/2022. Had rear window replaced in pickup truck. When got home noticed that headliner was damaged. Called facility and was told to bring it in on 3/01/2022 and would look at it. Also had appointment to have windshield replaced on this day. Technician looked at headliner said he most likely did some of damage but not all of it. Then he got mad and started throwing stuff and ran into office and said he didn't do anything and would not work on truck. Did not replace windshield and gave no satisfaction of damaged headliner. Facility was located in ********, ** work order written by "****-****" and signed by "Hip". Auto Glass Now is name of business, address *************************************************************** phone ************.

  

  Business response

  03/04/2022

  Since becoming aware of ******************** damage complaint I have contacted our store manager ***** and spoke with our lead technician. I was informed that **************** contacted our store the following day of his installation to let them know about damage to his headliner. **************** was asked to bring his vehicle back to our shop so we could look at the damage. When **************** came back to AGN Glass, one of our technicians, that has been with our company for over ten years check the damage out. Our store manager also looked at ******************** headliner. They both said it looked like someone touch the urethane with their finger, maybe realized it was not dry and smeared it on the headliner. Our lead technician is trained and have years of experience with carefully installing glass. If ******************** damage was AGN Glass fault, our technician would have immediately brought this to our managers attention after the installation and the proper repairs would have been facilitated. 
  

  Thank you,

  Risk Management 

   

  Customer response

  03/05/2022

   
  Complaint: 16820408
  
  I am rejecting this response because:  what was told is not true. at first tecnition said he might have done grind marks but not 2 slits. then he blew up and through things and said he didn)t do it. this was all before manager came out of office.
  
  Sincerely,
  
  ***********************

  

  Business response

  03/09/2022

  We have spoken with our store manager ***** once again to verify the details of the situation, and we have been informed that AutoGlassNow is not responsible for this damage to the headliner, as evidenced by the position of the damage in relation to the area that our technician was working on, the tools used, and the expertise of the technician that performed the work. As stated in our previous response, our technician has over a decade of experience in glass installation, and he would have brought this damage to our managers attention immediately if he had been at fault.  In response to the customers claim that our technician blew up and through things, our store manager has assured us that the technician was very cordial throughout the whole exchange as both he and the store manager attempted to speak to the customer about the matter, and that it was only after the customer began making abusive and sexist remarks towards our store manager that he was denied further service and asked to leave.

  Thank you,

  Risk Management

  Customer response

  03/19/2022

   
  Complaint: 16820408
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** Seigelshe is not telling the trouth. i never said anything sexist at all. that bisness place is filled with people who make things up as they go along.

• Initial Complaint

  02/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new windshield and installation on 7/14/2021 for $204.24. During the winter, due to cold weather, I noticed excess condensation on the inside of my windshield because my whole windshield would freeze on the inside. My windshield had a warranty so I called Auto Glass Now, and they said to bring the car in. They told me the windshield was fine and that I had corrosion on my car roofline that was causing a leak. At no point did their technician do the standard test of putty soapy water along the exterior windshield seal and use an air compressor to blow air from the inside to check for bubbles. The technician said my car, a ***** Civic, were notorious for roof corrosion, which I had never heard. I took it for a second opinion. The other technician said it was not corrosion, he had never heard corrosion issues were common with *****s, and he did the standard test showing bubbles along the seal, indicating a leak. I also took video off the test. I called back to Auto Glass Now, and was told they would have their district manager, ****, call me back and she never did. When I called again the best day, I spoke with an assistant manager, ******* who said they couldn't do anything until they performed their own test and wouldn't do any work regarding warranties on the weekend even though they were open. She repeated that corrosion was common in *****s and that their warranty wouldn't cover the repair. Per my receipt and work order there is a section to annotate corrosion and they never marked anything down. I believe they are lying and committing fraud to do poor quality work.

  

  Business response

  02/23/2022

  I am sorry that Ms. ***** had to experience the wait and the back and forth. After seeing this complaint, I spoke with our Regional Manager ***** who personally replaced Ms. ***** windshield on Monday 2/21/22 under warranty at no cost to Ms. *****. ***** did a pressure test and discovered there was a primer failure which rarely happens. He was able to successfully replace Ms. ***** windshield after that. I hope everything is to her satisfaction.

   

  Risk Management 

• Initial Complaint

  01/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On December 30, 2021, I pre-paid for services from the Oakland location for AutoGlass Now. They were unable to perform the repair so I requested that my card be credited. It is now January 3rd and I do not see a credit processing on my card, only the original charge. I called the business and was put on hold. I called back and was hung up on.

  

  Business response

  01/04/2022

  The refund check will be in the mail today.  Unfortunately, the stores are unable to issue credits from their credit card machines without corporate approval.  Due to the holiday, we were unable to process this credit until we reopened on January 3.   The check will be sent to the address provided in this complaint. Thank you for your understanding. 

• Initial Complaint

  11/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I drove my car into Auto Glass Now to have the windshield replaced. I told the receptionist, ********, I wanted the car taken care of and I didn't want it dirty on the inside after the windshield replacement was completed. She assured me it would be fine and so did the gentleman doing the work, ****. It took at least two hours to get the windshield installed. When the car was completed and I saw the mess made on the entrance to the door I asked **** to get the dirt off of it. Under the dirt were nothing but scratches on both sides of the car. Those scratches were not there when the car was brought in. I told him that and he said, You can tell me this car didn't have scratches on it when it is ten years old. He basically said I was lying. I wasn't. He was rude about the entire situation. The car did not have all those scratches. It did not have any scratches. I expected professionalism in his response to the damage but he was unnecessarily rude and insulted me by basically saying I was lying. I know I'm very particular with my cars. The car is a 2012 Lexus ES with ****** miles. It is like new or at least it was. He needs to replace those two entrances to the car. He needs to apologize to me for calling me a liar. Of all the things I might be lying is not one of them. Thanks for taking my complaint. If he had been professional instead of so defensive I wouldn't have filed this complaint. Some people don't care about their car. I personally do. I paid on November 19, 2021, $280.04 to have my car scratched up and I was insulted. There is also a dent in the metal at the door. That wasn't there either. The car still has plastic coverings on the metal at the doors. It looked like a brand new car going into Auto Glass Now. The entrance to the car now looks very bad due to their negligence. They didn't take care of the car nor did they care.

  

  Business response

  12/03/2021

  I would like to first apologize to Ms. **** for the wait she experienced at our AutoGlassNow location. I spoke with our store manager ********, and she informed me that due to the incorrect vehicle information that was given our vendor delivered the wrong glass. We do not keep glass in shop so we had to have our local vendor deliver the correct glass. In regards to the complaint towards our technician, we train all our employees to respect our customers and avoid conflict. Our store manager explained to me that Ms. **** became upset after having to wait longer than expected. When her installation was complete, Ms. **** went out and inspected her vehicle and before our technician walked off, she alleged that technician scratched her kick plate. To avoid any more conflict our technician informed Ms. **** that our district manager ****** would be in on Monday, and she would be able to further assist her. Our technicians do not use any tools that would do damage in that area to cause any scratches to Ms. ****s kick plate, maybe a smug that can be wiped off but not a scratch. Our technicians were doing a windshield installation not a door glass installation. Ms. **** is more than welcome to send pictures or return to the store on Monday when our district manager will be in, and inspect .
  
  Thank you,

  Risk Management 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩