Allstate Auto Glass, Inc.

Review: I had my windshield replaced with them on 6/25/13. When they reattached the Onstar component to the windshield it was does incorrectly. The component now hangs down from the windshield, and the car is less than a year old. I have called 3 time to try and have the problem resolved. I have been told that they do not offer onsite mobile service, but according to their website they do provide on site mobile service. The owner of the company hung up on me twice on 7/11/13 while I was trying to discuss having the defective workmanship of his company and employees resolved. He refused to send out a technician to fix the problem that they created with their subpar installation.Desired Settlement: I would like to have the problem fixed, and I want a technician to come to my place of employment to fix the problem (exactly 2.12 miles away). I don't feel that after everything I have had to deal with now that I should go there after 5pm, which is when I get off work, and when they close. I most definitely don't feel I should have to leave work early and lose pay so they can fix their inferior installation, especially when they advertise that they offer onsite mobile service. Or they should pay to have their inadequate installation fixed.

Business

Response:

To Whom It May Concern:

We at Allstate Auto Glass Have Free Mobile Service when we replace a Windshield for a customer we can come out and do it on site, but when it comes to Warranty issues we do them only In shop and also because we have to do various test machinery and everything we need is in our shop. We advised the customer to please bring the car to the shop and that we would even wait for her after hours just to wait for her. We at Allstate Auto Glass would be happy to help and fix it 100% but we would like for the customer to come to the shop.

Manager

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The owner of the business came out to my location to make the necessary repairs.

Regards,

Review: Owner was very rude, went insofar as to leave before job was completed to inquire if everything was up to par. Front Office Manager complained the whole time about staying late for waiting customers.Desired Settlement: Want a more friendly environment and staff.

Review: My passenger glass window shattered during the cold winter season and Allstate Auto Glass was the chosen company receommended by my insurance company. Their representative came out to fix the window. Within 6 months of doing so, the window randomly fell into the door and the manager, [redacted] gave me such a hassle to make himself available to discuss the issue. It took me a frustrating 35 days before he even said bring the car to be seen. What customer service treatment from someone who serves the community! This is issue number one. It appears like certain customers are treated with less dignity and respect than others. Can we address that?When I brought he car to be seen the day he recommended, no one in his [redacted] location on [redacted], knew of my issue and he was not there. I waited almost 1 1/2 hours before his female secretary remembered that I sat in my car during a hot day. I stood in the short lines periodically within that long waiting period only to be told over and over again that they need to contact [redacted] or the manager to find out what to do. This is issue number two. The quality of service needs to improve with better communication amongst the staff and length of wait times. Hire more people and improve the service.One of the friends of the business was at the location when I came in almost in tears because my respect for their busy office and maintenance team was not appreciated nor respected. That friend offered to look at the window and brought a screw driver to open the passenger door. Though appreciative of this man's efforts, was he going to take responsibility as an employee if anything else got damaged. He was not an employee and he got irrate when I expressd my concern. What did I do wrong? This is issue number three. Am I not at liberty at understanding the expectation of service?I eventually left afterthey made me wait some more. Another couple of months of calls took place before they fixed it. Issue number 4, the window dropped againDesired Settlement: Fix the window once and for all because [redacted] screams at me each and every time I try to explain it is the screws that hold the glass, he says that it is the motor or the belt. He never personally looked at the car. Each and every time the workers fix the issue, they confirm to me that nothing is wrong with both those parts that operate the movement of the glass. Three opinions ranging from the original car dealers, [redacted] auto repair locations and personal mechanic say it is the screws.

Business

Response:

To Whom It May Concern:

I [redacted], Spoke to the customer she explained the problem to me and I know with the 15 years of experience, I know that her glass wont go up or down like she states is because her regulator is not working that's what makes the glass go up and down. She is welcome to come to the shop with her receipt and I will check it to confirm to her that it is the regulator. Warranty issues will only be taken care of In Shop because we have all the tools and machinery needed In the Shop only.

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I recently had my windshield replaced at Allstate Auto Glass and they were very professional and efficient. My car was finished within the hour plus they offer a lifetime warranty on their workmanship. I would definitely recommend them to anyone looking for top quality service with unbeatable prices.