ComplaintsforBangor Glass and Graphics

• Initial Complaint

  10/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Had a windshield replace by the business and since it was replaced the vehicle acts like it nighttime. The instrument cluster will not brighten enough to see in the day light. The daytime light never come on just head lights. The automatic wipers will not work. Business stated he did everything correctly but the Kia ****** says that the aftermarket part will not work and needs to be replaced with oem windshield and the all features will work. All the features worked before the business replaced windshield. I contacted them multiple times and they stated there was nothing the could do. I asked to return the item and was declined with hostility and they said it wasnt their responsibility to make all the options work.

  Business response

  10/23/2023

  We did the windshield replacement for **********. The job was sent over by his insurance company, but there was no request for an *** part by either party. The job was done in shop with a standard aftermarket part, and the safety systems were recalibrated. The safety systems pre scan, recalibration, and post scan all came back normal. This was on September 21, and they had no problem until the second week of October. ********** called with the complaint that his dashboard lights weren't as bright, and he agreed to bring it in on October 9th. When he arrived, he said that the head lights, and wipers weren't working correctly as well as the dashboard lights. A second scan of the safety systems showed everything is working correctly. We did replace the wiper gel pack at no charge to address their wiper complaint. I explained to the ***** that I had checked everything I could, and everything was normal. At this time *********** said that my calibration equipment was out of date and questioned whether I had removed her dash to cause these issues. I assured both of them that at no time did we remove anything other than the windshield. ********** called the week of October 16th to let me know he had taken it to the dealer, and they also couldn't find anything wrong with the recalibration. All the sensors are working correctly, and that the only issue could be the tint on the windshield being darker than an ***. I told him that all of my windshields are federally inspected and have to meet quality standards before I install them. I asked ********** at this time if anyone had put a light meter on the parts compare the degree of tint. He said the tint diagnosis was done over the phone between ************** and ********* Glass. ********** called again on Friday and demanded a refund of which I told him that the windshield had been in the vehicle for a month, and that I couldn't take back the part. Then he demanded that I put in the **** and I told him that he would have to contact his insurance or pay for the *** replacement. He declined both options he threatened this action, or other things if I didn't give him the money his insurance paid for the job.

  Customer response

  11/08/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  See attached

   

   

  Business response

  11/22/2023

  As I stated previously, the correct part was installed to ************** vehicle. His vehicle is a 2023 which his screen shows 2021-2022, but I think the real issue is and has been his desire to have an original equipment part installed. The disagreement is who should pay for ** part. Simply he's been convinced by the dealer that it will cure the issues with his vehicle by the same people that want to sell the part. As I told him if he had told me he wanted an ** part I would have made the request to his insurance. Neither he nor his insurance requested an ** part until after the installation was done. The standard practice for insurance companies is to use aftermarket parts unless an ** part is preauthorized. No glass supplier will take a return on a used part, so if he wants the ** part he would have to pay for another windshield replacement/calibration. If ********* is willing to pay for the job to be redone with the ** windshield I have no problem working with him again.

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