Auto Glass America

The facts in this situation are not as stated by Mr. [redacted].  They are as follows:

 

We did not do the subject job on July 8, 2014 as Mr. [redacted] indicated but rather on July 14, 2014 as indicated on the attached Work Order on the line item entitled:  Job Scheduled...

For:  Also, Mr. [redacted] accepted the job upon our completion as indicated by his signature on the same Work Order attached hereto.

 

Mr. [redacted] also indicated that we installed "used glass".  This is an  absolute lie.  We do many thousands of jobs each year and we have never installed a piece of used glass.  We install Original Equipment Manufactures glass in each job we do.  In this particular case the glass came from Pilkington which, one again, is O.E.M. glass.

 

Mr. [redacted] did notice a manufacture's defect in the glass a few days after the install.  He notified us.  We obtained a brand new windshield from Pilkington and replaced the defective glass under our "lifetime warranty" program.  The new installation was actually completed on Sunday, July 20, 2012.  Our technicians normally don't even work on Sunday but in an effort to extend excellent customer service we accommodated Mr. [redacted].

 

The manufacture's defect was not of such a nature to prevent the use of the vehicle.  It was minor in nature and did not inhibit visibility in any way. 

 

Although the manufacture's defect was not our fault and it wouldn't have prevented the use of the vehicle and we replaced it promptly I must also note that Mr. [redacted]  was extremely verbally abusive to our  customer service representative.  He was cussing and swearing and otherwise verbally vicious.  He is the kind of customer no company wants or needs.

[redacted], Owner

We have been able to reach out to [redacted] and we have remedied all of her warranty issues. We had a technician who was terribly ill and other weather conditions that had prevented us from helping her sooner.ThanksAuto Glass America

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Dates and facts are not correct. I have original paperwork indicating otherwise. I find it highly unprofessional to deny responsibility and lie. It is also highly unprofessional to do so and imply that the customer is lying. If the company would prefer I could provide written afadavits. I could also provide exact dates, something that this company can not seem to do. Considering they did the work on a Saturday and not a Sunday and only after completely disregarding the original appointment set for Friday morning.

Regards,

[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.]

Brad and I spoke, [redacted] has arranged another glass company to replace the windshield.  Brad is sending a $100 check for the troubles caused.  
 
The other glass company has replaced the windshield with no issues.

Regards,

Our Radio ads clearly state "up to $100.00" and a file copy from the radio stations can be furnished per the Revdex.coms request. You can visit us at [redacted] and see our "up to" promotionas well. Now we additionally offer a $100.00 discount card from [redacted] as well as the cash rebate....

Some vehicles, buy back can be more than others depending on the year, make and model and its specialty features. Mrs. [redacted] has a 2007 Nissan Versa with no specialty feature which barely qualifies for the $25.00. Mrs [redacted] kept insisting she wanted $100.00 cash and to make her happy we gave her an additional $25.00. [redacted] is a very experienced & knowledgeable sales rep that has been with us for many years along with my entire staff, they all know the protocol. We do about 10,000 windshieldsa year and we have very few that misinterpret the radio ads, but it does happen a few times a year and we make special offerings to make our customers happy.  Under no circumstance was Mrs. [redacted] promised“$100.00 cash”. Mrs. [redacted] was given $50.00 and a $100.00 discount gift card to local area restaurants. Please let me know if you need any further assistance.

Unfortunately we do not show records of the Discount Cards being submitted to Ms [redacted] so we'll be mailing those out to her today. I do see $50.00 was submitted to he therefore she will not be receiving more cash.

On October 17, 2014 a manager from our office "[redacted]" spoke with Mr. [redacted] regarding the problem described in the complaint. They have decided to have a 3rd party look at the vehicle and to hold off pursuing the complaint until further notice. Mr. [redacted] and Mr. [redacted] believe they can...

resolve the issue at hand together. 

Respectfully,

Auto Glass America

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

On October 17th I did speak with Mr. [redacted] via telephone. When he allowed me a chance to speak, after initially going on for several minutes about how I was basically "wrong" to have filed my complaint and that his technician said "I was the liar" in this situation. He noted that the car I have is "know for those kind of defects"... even though his tech had a camera and was taking pictures for the insurance company while he was here... but didn't see it necessary to take even a single picture of the "previous damage".. even though it was worth him "telling me about".

Anyway, I attempted to explain to him that I initially had just attempted to speak with the local office here in [redacted] regarding the matter and I was very patient and understanding regarding the matter. However, after attempting to get a call back from the local office to resolve the matter and getting noting after three days, I was extremely frustrated.

Then, when I was able to speak with the local representative, but only after I called him several times, I was called a liar. ONLY, after that did I escalate the matter to this level. Now the matter was not only the initial inquiry as to how the part on my vehicle had been damaged, but also the extremely poor customer service I had received. That was when Mr. [redacted] made the offer to get my own inspection service or he would get one to look at the vehicle and determine the extent and/or cause of the damage. I responded by asking him only to send out another one of his employees to look at the car and determine the cause of the damage. There was no need to incur any more expense on his or my part in the matter. I also told him that if his representative determined that the damage was not caused by them and was a factory defect, the car was still under factory warranty and I would take it back to the local dealer to be inspected and repaired under the warranty.

Basically, I was covered either way. I was only asking a representative of the company to come out and look at the part and ascertain as to the extent and cause of the damage. We agreed on this and he provided the name of his representative and that would be calling me to set up a time that he could come out and look at the car. Well, today is 10/21/2014 and it is 6:20 pm local time. I can't say that I'm surprised that I have still never received a call from anyone at the company to resolve the matter or set up a time to come out and look at the car. I can say, without a doubt, that this company has the absolute worst customer service I have ever experienced, from the top down.

I will handle the matter myself and have the part repaired or replaced at my expense or under the factory warranty. I no longer wish to have any further dealings with anyone associated with this company, as they are all full of empty promises and apparently don't know anything about how to treat a person with respect, let alone a customer. As I told Mr. [redacted] on the phone when I spoke with him and excuse my language but this is a direct quote..."I only became an [redacted] because I was treated like an [redacted]".

Here's an idea Auto Glass America...no charge...Business 101..call a customer back when he/she has an issue..address it from the start and don't ignore people or put them off hoping they will just "go away". If you would have just returned my phone call..sent a rep of the company out to look at my car and talk to me..I am a very reasonable man and would have been satisfied with the result. Like I said, either way I'm covered. So I'm not asking anything from you other than a bit of your time and respect...do that and you will have a satisfied customer and not one who has to got to these lengths to get your attention. You may also get repeat and word of mouth business from satisfied customers and not have to offer "give aways" or more expensive advertising to get people to use your service. Just a thought, but I'm not a skilled businessman like you..just some "[redacted]".

All I ever asked is that an impartial representative of the company come out and look at the car to assess weather or not the damage had been cause by the instillation process or that it was already there as a factory defect. Either way, I'm covered if they care right???  Well it is pretty apparent now that they don't.

Regards,

We did complete a windshield replacement on 1-10-14 on Ms. [redacted] 2007 Kia.  [redacted], one of our highly trained and very capable technicians did the job.  Leaks do occur from time to time after a windshield replacement and we offer a lifetime warranty on workmanship.  As soon as...

we were notified of the leak situation we scheduled a warranty appointment.  It is important to note that Ms. [redacted] did not notify us of any warranty issues until 1-31-04 at 4:13p.m eastern standard time.  That was a Friday afternoon.  [redacted] returned on Monday, February 3 with a new windshield prepared to replace the old one if necessary.Ms. [redacted] states that she noticed a leak the day after the install.  Why she waited for 3 weeks to notify us of an issue, I do not understand.  Further, to not protect her vehicle for three weeks from a leak is a mystery to me.Ms. [redacted] states that on Monday someone by the name of [redacted] show up.  We do not know of anybody by the name of [redacted], so this is another mystery.  However, [redacted] did go to Ms. [redacted] on Monday, as scheduled, prepared to undertake any warranty work.  [redacted] did replace the windshield at that time.  On Tuesday, the very next day, Ms. [redacted] called our office and reported that the windshield was still leaking in exactly the same place.  This, by the way, is virtually impossible.  [redacted] returned on 2-11-14 and met with Ms. [redacted] boyfriend, Lonny.  Ms. [redacted] was there but wouldn't come out of the house.  [redacted] analyzed the situation while [redacted] was there and actually discovered that the leak was not from the windshield but from an air conditioning vent under the hood behind the glove compartment.  At that time [redacted] and [redacted] called me at the office and explained the situation.  I asked [redacted] if he could explain to Ms. [redacted] what was really going on.  He stated that he was working on it but that she was a red head and hard to convince.

After my conversation with Mr. [redacted] I walked away with a completely different understanding as we both apologized, agreed this was not handled properly and we would work together to resolve the "defective" part issue. As Mr. [redacted] has stated in the 3rd to last paragraph "I'll handle the matter myself" that he will have it taken care of thought the "factory warranty" its under warranty because its defective. Please see attached remarks from chryslerforum.com as people discus the faulty warping "cowl". If I can be of any more assistants Mr. [redacted] has my direct # [redacted] and I'm still willing to work with him to resolve this matter.

This matter is becoming more and more difficult to address.  Now Mr. [redacted] wants us to believe that he can't demonstrate that he even tried to email us because his computer was hacked!!  He also tells us how well he takes care of his vehicle but yet he has let it "flood" for years.  He tells us he is an automotive technician but yet he hasn't undertaken a $50.00 auto glass leak repair and simply has let his beloved vehicle become trashed. After the first warranty work we did on Mr. [redacted] vehicle we have no record of him ever contacting us again.  We are very serious about warrantying our jobs.  It is a great source of pride to us but someone simply cannot make such outlandish allegations years after the installation and after they have allowed the vehicle to become damaged to such an incredible degree and expect us to simply take their word that it is our fault and they haven't been able to get in touch with us.  Our office is open 6 days a week and when it is closed we have an after hours answering service.  Everyone on the planet can get in touch with us. I am simply at a loss as to what else to say.  [redacted], Owner

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

During the weekend I once again heard the advertisement on the radio.  While I do admit the ad says "up to $100", but nowhere in the ad does it say for qualifying makes and models.  In addition as I stated in my  original complaint, I specifically asked the question "Do I qualify" and was assured that I (or my vehicle did).

To make matters worse, this response says that I was given 2 restaurant gift cards.  This is an outright LIE.  I was NEVER given nor offered gift cards of any sort.  The repair technician was downright rude after my initial response to the $25.  Believe me, if I had been offered anything beyond the additional $25 I accepted, I may not be complaining at all.  The technician never even offered an apology for his behavior other than to say it was hot that day and he was tired.

If the technician (or anyone else) claims to have offered or given me gift cards it is a LIE.  Perhaps the technician kept them for himself.

Regards,

I am pleased to report that we have resolved all issues with our friend Jacob M[redacted].  Unfortunately Jacob is currently in the hospital but he has promised us that once he returns home he will contact the Revdex.com and request that any negative comments he has submitted be removed.  He...

also indicated that he will make favorable comments about our company.We are sorry for any inconvenience we caused Jacob but we are very pleased he worked with us to get problems resolved.  We wish Jacob a quick recovery and good health going forward.

This company inflates charges to insurance companies to ridiculous amounts. My insurance was charged 1200 to replace a windshield. When my insurance company refused to pay that amount, Auto Glass America filed a complaint against them and had to pay the total. This has led to my premiums going up by 600 per 6 mos. I could have paid out of pocket for at least three windshields at this price.

Review: I specifically contacted this company after hearing a radio advertisement about $100 cash for windshield replacement.

I called on Sunday 9/7 and spoke with a representative (I did NOT get a name). My very first question to the representative was regarding the promotion for $100. I was informed there is a process to make sure I had the appropriate coverage etc. The representative got an insurance representative on the phone in a 3-way call to get any and all necessary insurance information. I also gave the make, model and year of the vehicle.

Before ending the call and prior to making an appointment I once again asked if I qualified for the $100 cash. I was told again that everything was in order and was qualified to receive the $100. I did NOT make an appointment on the day of my initial call because I was unsure when I would have possession of my vehicle during the upcoming week. I was told to simply call back to schedule my appointment.

I received a message from someone named [redacted] to schedule my appointment. I was able to call the 1-800 number on Monday evening 9/8 to schedule my appointment for Wednesday 9/10.

Everything went very smoothly with contact from your replacement representatives who showed up near the time they said and called me to alert me they were on premises at my work.

I unlocked my vehicle so they could view and make sure I knew of any other possible damage to the dashboard, cowl, etc. I was to initial the forms presented as acknowledgment of the items they noticed. Once this was done, I was given a check in the amount of $25.

Believe me I was very upset at this development after verifying twice I would receive $100 IN CASH!! After some very rude words from the technician, he got a supervisor on the phone. I was told the advertisement indicates "up to $100", which I see, however, when I inquired twice about the amount and was assured my vehicle qualified, I feel I am entitled to the full amount and not the compromised amount of $50.

The supervisor made it seem like he was doing me a favor and going out of his way to give me an additional $25. I certainly do NOT feel this way. It should not matter who I spoke with nor the make or model of my vehicle since I got verification of the $100 promotion more than once.Desired Settlement: Would like the remaining $50 I feel I am entitled to as advertised online and in radio ads.

Business

Response:

Our Radio ads clearly state "up to $100.00" and a file copy from the radio stations can be furnished per the Revdex.coms request. You can visit us at [redacted] and see our "up to" promotionas well. Now we additionally offer a $100.00 discount card from [redacted] as well as the cash rebate. Some vehicles, buy back can be more than others depending on the year, make and model and its specialty features. Mrs. [redacted] has a 2007 Nissan Versa with no specialty feature which barely qualifies for the $25.00. Mrs [redacted] kept insisting she wanted $100.00 cash and to make her happy we gave her an additional $25.00. [redacted] is a very experienced & knowledgeable sales rep that has been with us for many years along with my entire staff, they all know the protocol. We do about 10,000 windshieldsa year and we have very few that misinterpret the radio ads, but it does happen a few times a year and we make special offerings to make our customers happy. Under no circumstance was Mrs. [redacted] promised“$100.00 cash”. Mrs. [redacted] was given $50.00 and a $100.00 discount gift card to local area restaurants. Please let me know if you need any further assistance.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

During the weekend I once again heard the advertisement on the radio. While I do admit the ad says "up to $100", but nowhere in the ad does it say for qualifying makes and models. In addition as I stated in my original complaint, I specifically asked the question "Do I qualify" and was assured that I (or my vehicle did).

To make matters worse, this response says that I was given 2 restaurant gift cards. This is an outright LIE. I was NEVER given nor offered gift cards of any sort. The repair technician was downright rude after my initial response to the $25. Believe me, if I had been offered anything beyond the additional $25 I accepted, I may not be complaining at all. The technician never even offered an apology for his behavior other than to say it was hot that day and he was tired.

If the technician (or anyone else) claims to have offered or given me gift cards it is a LIE. Perhaps the technician kept them for himself.

Regards,

Business

Response:

Unfortunately we do not show records of the Discount Cards being submitted to Ms [redacted] so we'll be mailing those out to her today. I do see $50.00 was submitted to he therefore she will not be receiving more cash.

Review: 2 YEARS AGO I HAD MY WINDSHIELD REPLACED BECAUSE OF A LARGE CRACK IN MY SIGHT ON THE DRIVER SIDE I HEARD THE RADIO ADVERTISING FOR THEM OFFERING A $100 FOR YOUR OLD WINDSHIELD. I DECIDED TO HAVE AN APPOINTMENT SET UP TO HAVE MY WINDSHIELD REPLACED. THE INSTALLER CAME OUT FROM THERE [redacted] BRANCH AND INSTALLED MY WINDSHIELD AND IT LOOKED GOOD AT THE TIME SO WHEN MY REAR WINDOW ON MY TRUCK WAS BROKEN I DECIDED TO USE THEM AGAIN AND PAY OUT OF POCKET FOR THE WINDOW SINCE IT WAS NOT COVERED UNDER MY ISSURANCE. UPON INSTALLATION I REMOVED MY SEATS FOR THE INSTALLER TO TRY AND PREVENT ANY UNNECESSARY DAMAGE BUT I WAS WRONG THE INSTALLER CUT MY HEADLINER, CUT AND BROKE A INTERIOR, DENTED THE ROOF OF THE TRUCK, AND SCARTCHED THE WHOLE PERMITIER OF THE WINDOW ON THE OUTSIDE REMOVING ALL THE BLUE PAINT BUT TOUCHED IT UP WITH BLACK GENERIC PAINT WITHOUT TELLING ME. I MADE THE MISTAKE OF NOT FULLY LOOKING OVER THE TRUCK AFTER HE WAS INTIALY DONE. IT WAS NOT UNTIL THE NEXT MORNING I NOTICED ALL THE DAMAGE. MY TRUCK IS IN VERY GOOD CONDITION FOR ITS AGE AND RECIEVES COMPLIMENTS ON A REGULAR BASIS. I CALLED BACK THE NEXT MORNING THEY SAID THEY SEND OUT SOMEONE TO INSPECT IT WHICH WAS THE INSTALLER. HE AGREAD HE DID ALL THE DAMAGE AND RUDELY SAID HE WOULD GET ME A NEW INTERIOR PANEL AND SOME TOUCH UP PAINT TO FIX THE BLACK AREA BUT WOULD NOT DO ANYTHING ABOUT THE DENT ON THE ROOF STATING THAT IT WAS ALREADY THERE THE TRUCK SITS IN A GARAGE WHEN NOT BEING USED AND HAS NO OTHER DENTS WHICH HE AKNOWLEDGED BUT DID NOT AGREE ABOUT. I TOLD HIM I WOULD LIKE THE PANEL BUT NOT THE TOUCH UP PAINT I WANT THE PAINT DAMAGE REPAIRED BY A BODY SHOP CORRECTLY SO IT WOULD BE LIKE IT WAS BEFORE. HE TOLD ME TO CALL THE MAIN OFFICE. I DID AFTER THE INSTALLER LEFT SPEAKING THE THE MANAGER HE TOLD ME TO GET A QUOTE FROM A BODY SHOP AND EMAIL IT BACK TO THEM. I WENT TO A REPUTABLE BODY SHOP AND GOT A QUOTE IN A TIMELY MANNER THEN EMAILED A SCAN OF THE WHOLE QUOTE.

EXPECTING A TIMELY REPLY I KEPT CHECKING MY EMAIL FOR THE FOLLOWING WEEKS. AFTER NO REPLY FOR A MONTH I CALLED THEM BACK AND SPOKE DIRECTLY WITH THE OWNER AND HE TOLD ME TO RESEND THE QUOTE TO HIS EMAIL AND HE WOULD GET BACK TO ME PROMPTLY. I SENT THE EMAIL AGAIN ANOTHER MONTH WENT BY AND NO REPLY.I CALLED AGAIN AND NOW THEY WERE NO LONGER IN WHEN I WOULD CALL. SO I PUT A HOLD ON MY CREDIT CARD USED TO PAY FOR IT A WEEK LATER I RECIEVED A CALL FROM MY CREDIT CARD COMPANY ASKING IF HAD ANY OTHER WORK DONE BY THE SAME COMPANY WITHIN THE WEEK BECAUSE I HAD ANOTER CHARGE BY THEM FOR THE SAME AMOUNT AS BEFORE I TOLD THEM NO AND THEY DENIED THAT CHARGE SO AUTO GLASS AMERICA TRIED TO RECHARGE ME FOR THE REAR WINDOW EVEN THO THEY WOULDNT RETURN MY CALL. NOW CURRENTLY 2 YEARS LATER AND STILL NOTHING HEARD FROM THEM MY TRUCK NOW HAS TWO MASSIVE WATER LEAKS FROM THE WINDSHIELD AND REAR WINDOW THAT WERE INSTALLED BY THEM AND HAVE NOT BEEN REMOVED THE WATER LEAKS ARE TO THE EXTENT WHERE I HAVE 5 INCHS OF STANDING WATER IN MY PASSENGER FLOOR BOARD FRONT AND REAR AFTER ALL MAJOR RAIN STORMS NOW. I REMOVED THE INTERIOR PANELS AND CAN WATCH THE WATER COME IN WHILE ITS RAINING. AUTO GLASS AMERICA HAS PRETTY MUCH RUINED MY TRUCK IT NOW HAS MOLD GROWING IN IT AND SMELLS OF STANDING WATER I CONSTANLTY AM CLEANING UP THE WATER AND CLEANING THE MOLD UP BUT I SHOULD NOT HAVE TO DO THIS !!! I AM FURIOUS WITH AMERICAN AUTO GLASS AND THERE QUALITYDesired Settlement: A NEW WINDSHIELD AND REAR WINDOW ,THE CORRECT BODY WORK PERFORMED AROUND THE REAR WINDOW AND ROOF. NEW CARPET AND PROFFESSIONAL REMOVAL OF MOLD AND CLEANING OF WATER DAMAGE HONESLTY THIS IS STILL NOT ENOUGH TRUCK JUST ABOUT NEEDS A WHOLE NEW INTERIOR....

Business

Response:

True, our company did perform a front windshield and rear window replacement on Mr. [redacted] 1999 Dakota Pickup two years ago. True, we were called back for warranty work and replaced a damaged interior panel. True, there was a dent in the roof of Mr. [redacted] vehicle but it was not made by our technician. Mr. [redacted] argues that because the vehicle sits in the garage that the dent had to be created by our technician. The vehicle was 13 years old at the time we did the work so the dent must have occurred sometime in those 13 years. Not true that Mr. [redacted] talked to the owner about these allegations. I am the owner and I have never heard about any of this prior to the Revdex.com complaint. We do about 10,000 replacements per year but even with this volume if I had been contacted by a customer with the issues that Mr. [redacted] alleges I would addressed them promptly and certainly have remembered the matter to this very day.

It is very difficult to prove a negative and that is the position we're in. However, it simply defies reason that Mr. [redacted] or anyone would allow their vehicle to flood, as he describes, and do nothing about it. Who would allow 5 inches of standing water to occur in their vehicle? This story defies credulity. How can anyone who admits that they would allow such a thing to occur to their car argue that their 13 year old car had otherwise been in good condition and well maintained. With the thousands of jobs we do each year we do rarely come across a customer, always with an old vehicle that need work done, wherein they claim damage that in fact, previously existed. They are essentially looking to get their vehicle restored at someone else's expense. An analogy would be if you had a plumber do work on a toilet at your home and noticed a leak when he left but just let it run for two years so you could claim the plumbing company was responsible and renovate your home.

With regard to the issue on running the credit card through a second time, I simply don't know. I would say this however, if the card didn't clear the first time, by all means we would have run it a second time. We did the job, we did the warranty work we were responsible for and we would expect to get paid.

Does Mr. [redacted] have any emails, letters or any other documentation evidencing that he has tried to communicate with us in the last two years? We simply have no other information on this matter than what I have related here.

Please let me know what our next step should be.

Respectfully,

[redacted], Owner

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I don't have proof of any emails because I lost that email address to a hacker 6 mons ago. I have not tried in the past 6 months because what is the point when I don't get a response, ive finally had enough after dealing with this that is why I have contacted the better Revdex.com and I have tried to stop the water leak myself I am a certified automotive technician, and upon water test vehicle that is where it comes from I currently have no carpet in my truck and no rear interior because of the flooding I am no glass expert so I can not remove and reseal or replace the windows my self. When ever it rains when my truck is out I go out and clean the water out with a shop vac and shami. The dent was not there till after the installer was done the vehicle had no dents before and still only has one dent which is on the roof I take very good care of my vehicle the water damage is something I can not control after the first major leak alot of insulation is ruined along with it creating an environment for mold and bacteria to grow. I have attached some pictures of how I'm forced to drive my vehicle right now along with a picture of the mold right before I attempted to remove it.

Regards,[redacted]

Business

Response:

This matter is becoming more and more difficult to address. Now Mr. [redacted] wants us to believe that he can't demonstrate that he even tried to email us because his computer was hacked!! He also tells us how well he takes care of his vehicle but yet he has let it "flood" for years. He tells us he is an automotive technician but yet he hasn't undertaken a $50.00 auto glass leak repair and simply has let his beloved vehicle become trashed. After the first warranty work we did on Mr. [redacted] vehicle we have no record of him ever contacting us again. We are very serious about warrantying our jobs. It is a great source of pride to us but someone simply cannot make such outlandish allegations years after the installation and after they have allowed the vehicle to become damaged to such an incredible degree and expect us to simply take their word that it is our fault and they haven't been able to get in touch with us. Our office is open 6 days a week and when it is closed we have an after hours answering service. Everyone on the planet can get in touch with us. I am simply at a loss as to what else to say. [redacted], Owner

I had a great experience with this Auto Glass America. I called them after finding them on Google. I called and spoke to [redacted] and he walked me through the claim with my insurance claim. They came out the next day and put my new windshield in. The technician whose name was [redacted], was very professional and quick. The vehicle looks good and they even gave me a check for doing the work. I'll definitely use Auto Glass America again.

WORST SERVICE EVER BEEN HERE TWICE AND STILL HAVENT FIXED ISSUE SAYS WILL BE RESOLVED BY MIDDLE OF NEXT WEEK ORIGANILY TOLD THEY WOULD HAVE REPLACEMENT WHEN THEY ARRIVED TECH BEGAN CUSSING BECAUSE HE WAS LATE ONCE MY WIFE WAS OUTSIDE WITH ME ATTITUDE CHANGED WENT TO GET PART - NEVER RETURNED CALLED BACKED AND WAS TOLDED THEY WILL HAVE PART BY WED. ORIGANLY TOLD HE WOULD HAVE PART WITH HIM 1 FULL DAY WASTED AND STILL NOT FIXED

Review: Auto Glass American of [redacted] replaced the windshield in my 2002 [redacted] on 8/12/2015. On 8/15/2015, the weather-stripping around the windshield came off and the windshield dropped 1/2". I contacted the company the same day to have this repaired. They scheduled someone to come out 8/17/15, 8/18/15 and 8/19/15, but did not show up for any appointment. Problems:

*Will not return to fix windshield

*Windshield appears to be the wrong size

*Weather-stripping appears to be the wrong size

*Charged me for 3.1 hours of labor, but actual time was 45 minutesDesired Settlement: I would the company to properly install the correct windshield on my vehicle and bill my insurance company for the correct amount of labor.

Business

Response:

We have been able to reach out to [redacted] and we have remedied all of her warranty issues. We had a technician who was terribly ill and other weather conditions that had prevented us from helping her sooner.ThanksAuto Glass America

Review: On 10-04-2014 I had the local Auto Glass America located in [redacted] come out and replace the damaged glass in my 2012 Chrysler 300 C. I was not present when the work was done, so the technician "[redacted]" called me at work. He stated that he was there to replace to glass. I told him a voucher I had was located on the driver's side seat and the car was unlocked so that he could complete the repair. I was given a "rebate" of $100 in the form of a check and a gift certificate fo [redacted]. A few days later I was able to inspect the windshield and I noticed that the "cowling" at the bottom of the windshield had been damaged and was not sealing against the new windshield. I called Auto Glass America and spoke with "[redacted]" at the local office that had installed the glass. When I told him about the issue he initially said it was covered by the "life long guarantee " the company has. I even sent him pictures of the damaged part. After that, I never heard back from [redacted] unless I called him. Then, he was usually"busy on the other line...but never seemed to get my message to call him back. When I did finally speak with him again regarding the matter, he said that the technician "[redacted]" that had completed the repairs said that the part was already been damaged and he had spoken with me about it. A TOTAL AND COMPLETE LIE!!! The car is only two yeas old and in immaculate condition...I also inspected the windshield the night before the glass was replaced. I also told him that I was done dealing with him and that I was going to notify my insurance company and the corporate office in Arizona. He basically said go ahead, and that he was going to have his "manager" call me back but if I wanted to go that route that was fine with him. I note that it was 11am so I guess the "manager" sleeps late. Also, my insurance company notified me that Auto Glass had submitted a claim for an amount way above the allowable amount for the repairs and that they were sending an independent estimator to my residence to inspect the work to see why the claim was so high....needless to say, I cant wait till they see the "work". Also, tbere is no way to contact the corporate office by phone, as all of my calls were just rerouted back to the local office. Bittom line, dont trust this company or its "rebate" tricks...you will end up with shabby work and a worthles guarntee.Desired Settlement: Repair the damage you caused and honor your "guarntee"

Business

Response:

On October 17, 2014 a manager from our office "[redacted]" spoke with Mr. [redacted] regarding the problem described in the complaint. They have decided to have a 3rd party look at the vehicle and to hold off pursuing the complaint until further notice. Mr. [redacted] and Mr. [redacted] believe they can resolve the issue at hand together.

Respectfully,

Auto Glass America

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

On October 17th I did speak with Mr. [redacted] via telephone. When he allowed me a chance to speak, after initially going on for several minutes about how I was basically "wrong" to have filed my complaint and that his technician said "I was the liar" in this situation. He noted that the car I have is "know for those kind of defects"... even though his tech had a camera and was taking pictures for the insurance company while he was here... but didn't see it necessary to take even a single picture of the "previous damage".. even though it was worth him "telling me about".

Anyway, I attempted to explain to him that I initially had just attempted to speak with the local office here in [redacted] regarding the matter and I was very patient and understanding regarding the matter. However, after attempting to get a call back from the local office to resolve the matter and getting noting after three days, I was extremely frustrated.

Then, when I was able to speak with the local representative, but only after I called him several times, I was called a liar. ONLY, after that did I escalate the matter to this level. Now the matter was not only the initial inquiry as to how the part on my vehicle had been damaged, but also the extremely poor customer service I had received. That was when Mr. [redacted] made the offer to get my own inspection service or he would get one to look at the vehicle and determine the extent and/or cause of the damage. I responded by asking him only to send out another one of his employees to look at the car and determine the cause of the damage. There was no need to incur any more expense on his or my part in the matter. I also told him that if his representative determined that the damage was not caused by them and was a factory defect, the car was still under factory warranty and I would take it back to the local dealer to be inspected and repaired under the warranty.

Basically, I was covered either way. I was only asking a representative of the company to come out and look at the part and ascertain as to the extent and cause of the damage. We agreed on this and he provided the name of his representative and that would be calling me to set up a time that he could come out and look at the car. Well, today is 10/21/2014 and it is 6:20 pm local time. I can't say that I'm surprised that I have still never received a call from anyone at the company to resolve the matter or set up a time to come out and look at the car. I can say, without a doubt, that this company has the absolute worst customer service I have ever experienced, from the top down.

I will handle the matter myself and have the part repaired or replaced at my expense or under the factory warranty. I no longer wish to have any further dealings with anyone associated with this company, as they are all full of empty promises and apparently don't know anything about how to treat a person with respect, let alone a customer. As I told Mr. [redacted] on the phone when I spoke with him and excuse my language but this is a direct quote..."I only became an [redacted] because I was treated like an [redacted]".

Here's an idea Auto Glass America...no charge...Business 101..call a customer back when he/she has an issue..address it from the start and don't ignore people or put them off hoping they will just "go away". If you would have just returned my phone call..sent a rep of the company out to look at my car and talk to me..I am a very reasonable man and would have been satisfied with the result. Like I said, either way I'm covered. So I'm not asking anything from you other than a bit of your time and respect...do that and you will have a satisfied customer and not one who has to got to these lengths to get your attention. You may also get repeat and word of mouth business from satisfied customers and not have to offer "give aways" or more expensive advertising to get people to use your service. Just a thought, but I'm not a skilled businessman like you..just some "[redacted]".

All I ever asked is that an impartial representative of the company come out and look at the car to assess weather or not the damage had been cause by the instillation process or that it was already there as a factory defect. Either way, I'm covered if they care right??? Well it is pretty apparent now that they don't.

Regards,

Business

Response:

After my conversation with Mr. [redacted] I walked away with a completely different understanding as we both apologized, agreed this was not handled properly and we would work together to resolve the "defective" part issue. As Mr. [redacted] has stated in the 3rd to last paragraph "I'll handle the matter myself" that he will have it taken care of thought the "factory warranty" its under warranty because its defective. Please see attached remarks from chryslerforum.com as people discus the faulty warping "cowl". If I can be of any more assistants Mr. [redacted] has my direct # [redacted] and I'm still willing to work with him to resolve this matter.