ATX Imperial Auto Glass

Complaint: [redacted] I am rejecting this response because:Lifetime warranty on all repairs...not only on windshield replacements....Customer reimbursed in Full...No Cost To CustomerWell it did cost me.It cost way more than $And my first request was not asking for a full reimbursement...I was asking for half of the cost..even though you should incur all of itThe windshield did have to be replaced after your Guaranteed repair work was done and so it does fall under your guarantee You claim that the insurance states that you will not be at fault if the repair goes wrong but do you have proof of this? It is your word against the insurance and they could provide me no proof that this was statedCan you provide a recording ? Also on average it takes minutes to an hour to repair a crack it took your worker more than that to try and repair it probably didn't want to have to admit and show that he botched the repair Regards, [redacted]

The customer spoke to his insurance company before any work was ever performed on the carThe insurance company makes the customer aware that "should the repair fail, or if you are unsatisfied with the work, you are responsible for the replacement of your windshield" The customer understood and agreed to thisWe can not do work on the customer's car before the insurance company talks to the insured and they agree to everything, and the insurance company approves itThe customer is not satisfied with the work, and would like to replace his windshieldAs per his insurance policy and acknowledgement before any work being performed on his vehicle, he is soley responsibleYou can call Geico at 1- [redacted] and tell them you are calling about reference# [redacted] , and that you would like them to pull the recorded callThey will be able to let you listen to Mr [redacted] agreeing to the terms before any work was performed and releasing all liability from us, and accepting all liability upon himself

Complaint: [redacted] I am rejecting this response because:I did talk to my insurance, and there is a difference between a repair failing (chip did not get sealed) and causing more damage to my car.I talked to [redacted] , the owner of H He said that they are going to replace my windshield with another glass company doing the labor He and ATX Imperial will split the cost.After my windshield is replaced I will mark this case as resolved Regards, [redacted]

Before any work is completed a recorded call is made to the insurance companyDuring this call, the insurance company makes the insured aware that windshield repair is not always successful and that if the customer is dissatisfied with the work or if the repair should fail, then the customer is
responsible for paying their deductible to replace the windshieldAll liability is released from us as a company when the insured agreed to these termsWe have over a 99% success rate, as do most companies, but not all windshield breaks are able to be repaired. Also must of what was stated was untrueThe dashboard was melted because of a manufacture defect that’s why Toyota is fixing itIt has nothing to do with usAnd we offered to credit the repair cost of $and give them a windshield at cost which was well under $I don’t know where they came up with the fact that we would charge them $That is not true either

Complaint: ***
I am rejecting this response because:first of all I got the amount that he is stating from his employee JavierThe dashboard had been "sticky" (according to him) for two years or so and never melted before but his employee worked on windshield and it all of a sudden "melted" , really? And since he doesn't want to take responsibility and rejected my first acceptance then I would like to be refunded the whole $As u can see by the document/pictures it states 100% guarantee plus you can see that the crack being fixed was circularYou can see the "pinholes" his employee made and you can see that the long cracks start from those pinholesAgain the circular crack had been there for about two years or so and had never cracked on its own even with this Texas heat as I am sure he will try to say The pictures speak for themselves. The crack towards the hood of car was made the day his employee tried to repair windshield the crack that leads up was detected the next morning when we went to use the car and just kept cracking from then on
Regards,
*** ***

I was approached by a guy name Jacob at a Carwash, where he told me that he work at ATX Imperial Auto Glass here in Austin, and he told me that he could replace my windshield for me, he got on the phone a few times with his boss and he told me that he could replace it for $300.00, I told the guy to double check that amount and he came back again and told me that he did check it and that it was $he told me that he would set up an appointment for me and to pay in advance the money, which I told him that I won't pay until the service was doneHe insisted that I pay in advance and I told him NO and that I will not do business with him if I have to pay at front, he then told me that it was OK to pay when the windshield was replaced and that he will call me back to set up appointment, days came and went and he never called me so I decided to call the place myself,I left messages over days and nobody called me back, until I finally got to speak to a guy who claim to be the manager but didn't want to give me his name, he told me that Jacob made a mistake giving me the price of $when in fact it should be about $1,300, I told the guy him that I got it in writing from Jacob showing $and he told me that they won't do it that his employee made a mistake and that they won't honor it, and finally he told me his name Javier and didn't want to give me his last nameThis is a typical case of Bait and switchPeople need to be very careful of shady business practice like the one from ATX Imperial Auto Glass

The customer spoke to his insurance company before any work was ever performed on the car. The insurance company makes the customer aware that "should the repair fail, or if you are unsatisfied with the work, you are responsible for the replacement of your windshield" The customer understood and...

agreed to this. We can not do work on the customer's car before the insurance company talks to the insured and they agree to everything, and the insurance company approves it. The customer is not satisfied with the work, and would like to replace his windshield. As per his insurance policy and acknowledgement before any work being performed on his vehicle, he is soley responsible. You can call Geico at 1-[redacted] and tell them you are calling about reference#[redacted], and that you would like them to pull the recorded call. They will be able to let you listen to Mr. [redacted] agreeing to the terms before any work was performed and releasing all liability from us, and accepting all liability upon himself.

Complaint: [redacted]
I am rejecting this response because:I did talk to my insurance, and there is a difference between a repair failing (chip did not get sealed) and causing more damage to my car.I talked to [redacted], the owner of H20.  He said that they are going to replace my windshield with another glass company doing the labor.  He and ATX Imperial will split the cost.After my windshield is replaced.  I will mark this case as resolved.
Regards,
[redacted]

As the warranty says, lifetime guarantee, if repair fails Customer will be reimbursed in full. Nowhere does it say that we will replace your windshield for free. As per stated earlier, the insurance company makes the customer well aware on the phone call that if the repair fails or they are dissatisfied than they are responsible for paying their deductible.

Complaint: [redacted]
I am rejecting this response because:Lifetime warranty on all repairs...not only on windshield replacements....Customer reimbursed in Full...No Cost To Customer. Well it did cost me.It cost way more than $60.00. And my first request was not asking for a full reimbursement...I was asking for half of the cost..even though you should incur all of it. The windshield did have to be replaced after your Guaranteed repair work was done and so it does fall under your guarantee.  You claim that the insurance states that you will not be at fault if the repair goes wrong but do you have proof of this? It is your word against the insurance and they could provide me no proof that this was stated. Can you provide a recording ? Also on average it takes 15 minutes to an hour to repair a crack it took your worker more than that to try and repair it probably didn't want to have to admit and show that he botched the repair.
Regards,
[redacted]