Auto Glass America

Review: Auto Glass America told me they would replace my windshield with a new windshield. Instead I received a damaged windshield. When I called to have them replace it for the second time they scheduled for Friday and never showed up for the appointed time. Windshield has a visual distortion where it has been repaired before.Desired Settlement: I believe that the company should replace my windshield and compensate me for lost time due to not being able to drive my family in the the vehicle. We were down to one vehicle and had to drive out of our way to drop off at work and class. At the very least I should be compensated for my gas and time taken to have to deal with this.

Business

Response:

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

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.

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,

Review: I received a door to door solicitation from "[redacted]" with auto glass America on 05/09/13. When I answered the door she proceeded to tell me that they were replacing some of our neighbors windshield, and that because of the construction in the area I might have windshield damage as well, and if I did then it wld be covered by my insurance w/ no deductible and she wld give me a $50 [redacted]. She then looked at my windshield found that yes there was damage and started writing up the paperwork. While writing it up she asked how many people were in my family and sd she wld give me a $100 gift card because there are 4 of us. She then called my ins company and proceeded try and get approval for the repairs, after several minutes on hold the sd I was flagged for an inspection. All total this visit took about 20min. I then talked to the inspection company 2 [redacted]es prior the inspection on 5/14/13. I then had to be there at the appointed [redacted]e so they could replace the windshield. [redacted] also called to make sure it had been scheduled. After the inspection [redacted] called again and ds there was a mix up with which vehicle it was for and it took a good 15 min for us to get that cleared up. While we were on hold one of the [redacted]es [redacted] asked me if I'd thought about where we were going to eat, and that "bonefish" was "one of the places on there" and they were a great place to eat. The replacement was scheduled for the following afternoon. They were here for about 1/2 hr. for the replacement, although it does say 2.3 hrs. For labor on the work order, not sure where that came from. When the repair was done the guy handed me 2 $50 [redacted] gift certificates. I was not pleased. The issue I have is that in order to use whatever gift certificate I purchased off of [redacted] I have to spend a minimum amount of money. So essentially I have to spend money to use the "gift" I was given for giving them my business, not to mention bonefish was not one of the places listed. She also wrote on the paperwork the first day "$100 restaurant card free of charge to you" Again not really free of charge. I called the AZ office later that day and spoke with "[redacted]" who sd he was a supervisor, I explained my issue he sd they wld resolve it and that "[redacted]" from the FL office wld be giving me a call. Shortly after "[redacted]" called, I explained it to him and he sd he did not know that’s the way the gift certificates worked and that he wld talk to the owner to figure out a solution and give me a call back that night. 7 days passed and no call back, so I called [redacted]s number and left a voice mail. I then called the AZ office on 5/24 I spoke with "brad" I explained the situation and his response was "and...??" I asked him if he did not see an issue and he said "no, because we give out 1000's of these a year and only a few people ever complain" It was obvious to me I was not going to get the resolution I was looking for so I told him I was going to contact the Revdex.com, and ended the call.Desired Settlement: As I stated to [redacted] and [redacted]. I think the approriate resolution is to be given what I was promised. A $100 restaraunt gift card. They got my business because I was told I was going to get something I never rcvd.

Business

Response:

My name is [redacted] and I am the owner of Auto Glass America and appreciate this opportunity to respond to the subject complaint. First of all let me note that our company is a family owned business that employs not only my wife, daughter- in- law and son but also another 25 other hard working, diligent, and honest employees. We are fortunate enough to replace approximately 8000 windshields per year in several states. As a ”thanks” for doing business with us we present one or two [redacted] Discount Cards to our customers. In terms of numbers that’s approximately 12,000 per year. The way the cards work is that one goes to the internet, looks up the restaurants in the community in which one wants to dine, (of which their are dozens) prints out the special offer of the selected restaurant and uses the printed coupon for a generous discount. The discount cards come in increments of $50.00. The entire $50 does not have to be used in a single dining experience but may be carried forward to another outing. By way of example, my wife and I went out to the very elegant [redacted] in Scottsdale, Az. this past Saturday evening. We enjoyed a wonderful dining experience that normally would have cost over $125.00 for $75.00 using one $50.00 discount card. This represents a real $50.00 savings. Inasmuch as we replace many thousands of windshields every year just as predictably as night follows day we get a complaint once a month about our gift. “The free gift just isn’t good enough”. Even though the windshield is no charge to the client, the mobile service to her home is free and we provide a free life [redacted]e warranty AND as a thank you we gift $100 in [redacted]Discount Cards some people still find something to complain about. What’s a person going to do? Because of a complaint of this nature we have notified all our sales people to go to extra pains to explain how the discount gift card works so not even one person in 8000 can complain. By the way we run approximately 700 radio ads in Florida every week and always mention that as a special thank you for the clients business we are going to present them with $100 in [redacted]Discount Cards. They are widely appreciated and we enjoy a great amount of repeat business. If I can provide any additional information on this matter please don’t hesitate to let me know. Respectfully, [redacted]

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.Just to note, we are a family of 4. My husband is the bread winner and has been with his company for almost 13yrs. I stay at home with our 2 daughters, and infant and a 3yr old. One of my daughters has a rigorous therapy schedule of 6+ hrs. per week. We too are hardworking, contributing members of society. My [redacted]e however is very limited and very valuable. Mr. [redacted] did not really offer ANY resolution to the issue. The fact of the matter is, THEY solicited my business, I did not seek them out and they offered a “gift” for giving them my business, which was completely misrepresented. If they had said it was a restaurant discount card, or [redacted] gift card, I would have declined. Because the [redacted]e I would have to put forth would not be worth the “gift”. They purposely did not disclose this information. I was told it was a $100 [redacted], at no cost to me. The rep even went so far as to mention a specific restaurant which is not even available, making even more false promises. Whether we paid for the service or our insurance company did, we gave them our business and in exchange for that we were promised something we did not receive. Like I said previously, we should not have to pay to use a “gift” we were given for giving someone our business, which you do with [redacted] being that there is a minimum purchase required. While I’m glad that Mr. [redacted] has NOW told his reps to explain to prospective customers what they are actually going to be receiving, this does nothing to resolve our issue. Frankly it seems like they should have been being upfront all along then there would not be a reason for people to complain. Furthermore since they did not take measures after receiving previous complaints, it’s obvious that they fraudulently misrepresented the “gift” in order to gain business they may not, had they been upfront.Regards,[redacted]

Business

Response:

Your email says "If you choose not to reconsider your position, your report with the Revdex.com may be changed to reflect this matter as an unresolved complaint". With all due respect we disagree with Mrs. [redacted] rendition of the facts. Additonally, as I previously explained Mrs. [redacted] received a premium quality windshield replacement with a lifetime warranty at no charge to her. She also received free mobile service to her home and as a thank you for her business two $50 [redacted]Discount cards with a total value of $100. Since Mrs. [redacted] job was completed we have provide approximately another 900 [redacted]Discount cards to satisfied customers with the hope of repeat business. Guess what? Not one complaint. We only run into one customer out of a 1000 that complains about a no cost job and a $100 gift value. It's just going to happen.Mrs. [redacted] seems to want a resolution amounting to something else for free and it seems that the Revdex.com is taking the position that if I don't comply that they intend to place a black mark against us. I am familiar with this process which is why we don't pay fees to join the Revdex.com.Respectfully, [redacted], Owner

Review: I was solicited by the company to have my cracked windshield replaced. A few days after [redacted] came out to replace my cracked windshield. I had no issues with the windshield prior to replacement. The day after the windshield was replaced it rained and water leaked into the dash interior panel and floor board. I did not notice the water until the next day when I was cleaning out the car and felt the water in the floor board. I contacted the company and spoke with a female who stated that someone would come out and fix the issue and clean the sitting water out of the unit. I was contacted by [redacted] the field tech and he came out and looked and the car and stated that he would need to cone back Monday with a new piece of glass and told me then I was responsible for the water clean up. I then contacted the corp office again and spoke to a manger after much running around name brad who assured me that [redacted] was to clean up the water and it would be fixed. I was satisfied with that so I agreed. Monday morning [redacted] showed up in the am as I was told so I called the corp office and was told that [redacted] would be out in 30min. An hour and a half later [redacted] showed up opened ny car and beck to work without even lettering me know he was here. He did not replace the windshield but instead resealed the windshield. [redacted] left a black sealant all over the exterior of my car and it still was leaking . I called back and spoke to brad the mamanger and he asked for pictures so I text the pictures to him and he guaranteed that he would caall me back by end of business day no such col was received. Spoke to [redacted] Friday and told me again that even though I was told by corp office he would clean up his mess and sitting water he was not responsible and I had to have it cleaned. Today it's been over 2weeks and the car still leaks and due to rain there is still more water in unit and sealant is still on cars exterior. The car has now mildew and a very strong stench of sitting water. Today febuary 10th I spoke to [redacted] another manager and he has now promised again that [redacted] will be out in the am to look at the problem. Now [redacted] is saying they may or may not replace the glass and may or may not clean up the mess. Meanwhile who knows what damage is being done to the unit. My insurance has already paid the company and they say that there is a lifetime warranty on the windshield but no solution has been made the initial replacement was on January 8.Desired Settlement: I want the glass replaced with a brand new piece that doesn't leak and my car completely professionally cleaned inside and out. That includes shampoo of the interior.

Business

Response:

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.

Review: I utilized Auto Glass America to replace the windshield on my 2014 Honda Crosstour. This was an insurance claim. The Auto Glass America rep came out on 2/12/16. According to that rep they completed the replacement. On 2/15/16 I drove my car on the interstate 70+ MHP there is a whistling noise coming from the windshield. I called the 855 number for Auto Glass America, they said air leak no big deal they will fix. After multi phone calls due to Auto Glass America avoiding the correction, a Auto Glass America rep came out on 3/2/16 and resealed the windshield. The noise persists, I have spoken to Travis the manager at Auto Glass America several times, now they are to replace the windshield again but they always have an excuse why they are unable to meet my schedule.Desired Settlement: Fix my windshield as State farm has paid Auto Glass America.

Business

Response:

It is correct that Auto Glass America did a windshield replacement as Mr. [redacted] described. It is also true that once completed Mr. [redacted] notified us of an air leak. It is also correct, as Mr. [redacted] writes, that air leaks are very easy to remedy. Our technician return to Mr. [redacted]'s home and believe he had corrected the problem. Mr. [redacted] reported the air leak problem was not corrected so we returned a second time. After performing the warranty work the second time Mr. [redacted] reported the problem was still not corrected. We now want to replace the windshield completely. Just today we have left several messages for Mr. [redacted] so we can schedule an appointment. If Mr. [redacted] reads this we hope he will call and talk to Brad so we can get him scheduled. We would also like to send him a $100 check when he calls for the inconvenience we have put him through.

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.]

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,