Auto Glass Now

AutoGlassNow has contacted our customer and he is scheduled to come in to our store so we can take a closer look at his claimsIf we find that we are at fault, we will do what is necessary to make it rightWe do apologize for any inconvenience this has caused

AutoGlassNow store manager has contacted our customer and made arrangements for a technician to travel back to our customer's body shop to inspect the vehicle and determine if it falls under our warranty (ie: that the glass did not crack as a result of another impact) However, in the future, she has explained that all warranty work needs to be handled in shop where we have better capabilities to immediately address a warranty issue, such as order or pick up any replacement partWe hope our customer is satisfied with the manner in which this has been handled

AutoGlassNow is working toward scheduling our customer to come back to our store so that we can figure out a way to make this right

I called on a Monday, and they said their technician would call between 8-9am to say when they were able to comeThey called and said they would be able to replace my windshield between 1-3pmI waited until 3:15pm, was wondering what was happening, so I gave them a callThey said they were running behind and would take another 20-minutesAn hour later I called to see where they were, and wanted to talk to the managerThe manager was rude and didn't seem to care that they were taking extra time out of my day for thisThe technician finally showed up at 4:50pm to do the jobI would highly recommend going through a different service for autoglass repair work

AutoGlassNow is sorry that we weren't able to work with our customer, but are happy to hear our customer's transaction was completed

Initial Business Response / [redacted] (1000, 5, 2016/01/01) */ To Whom it may concern, Autoglassnow maintains the position that we are not culpable in any way for Mr [redacted] vehicleThe technician followed company procedures by completing his pre inspection and then bringing the customer out to show the damages on the vehicle before starting his workIt is not Autoglassnow responsibility to fix damage from a previous installation, especially when that damage was shown to the customer BEFORE work was started on the vehicle and the customer was offered the parts to fix the issues with his vehicle before beginning work, which Mr [redacted] refusedAutoglassnow also maintains signage in our store lobbies that we are not responsible for items left in vehiclesThe technician in question has NEVER had any instance like this in the years he has been associated with our companyMr [redacted] attitude towards the staff at the store was both belligerent and threatening, as well as towards myself and our call center when speaking with him in regards to this matterI apologized numerous times and tried to reach a reasonable solution to no avail as I listened to the profanity and threats from Mr***

05/11/2015To whom it may concern,in response to this complaint, let me start by stating that [redacted] doesn't even know to whom he spoke withMy name is Larry E [redacted] , the owner of Autocare Service CenterI perform all customer contact duties [redacted] stated he spoke to SteveThat is absolutely incorrect! I suppose this gentleman should get his story straight [redacted] did drop off his vehicle at my shop for a vehicle alignmentAs per company policy and proper repair protocol, the vehicle was test-driven, and the suspension was thoroughly checked for any failuresA technician cannot perform a proper wheel alignment if the suspension has certain failuresMy technician located a failed right front lower ball joint, a left inner tie rod, and a broken left rear swaybar linkContacted [redacted] with these issues and explained an alignment cannot be performed with a failed ball joint and failed tie rodThe swaybar link is broken, but would not prevent us from being able to align said vehicleThe customer requested an estimate after a long discussionApparently, he had the vehicle repaired elsewhere and told me these components were recently replacedAfter our discussion, and myself educating the customer how thë suspension operates, he admitted he had his left and right sides confusedI guess that happens, just not to meI made an estimate and called the customer againThe amount was as the customer stated, $457.92, and that did include all parts, labors, discounts, alignment, etcThe customer declined the : repairs due to financial reasons, I informed the customer immediately that all declined repairs, and their positions, would be on his billA billThat means you owe me money for services renderedWe do not work for free [redacted] was charged for a basic suspension check, which was professionally performedHe was charged for nothing elseI'm quite sure [redacted] gets paid for every hour he works...so do we!!! The car did have many other needs and as a courtesy also listed them on his billlike to make the customer aware of all his issuesWe, as part of our company policy, do not charge anyone for our courtesy checklistIt's a customer courtesy and takes about 5-minutes, I've been doing things this way for about years with no complaintsIn summation, we will not be refunding [redacted] any moniesAnd we wish him the best of luck.Thank You,Larry E

Initial Business Response / [redacted] (1000, 15, 2015/08/06) */ Hello, My name is [redacted] I am the local District ManagerI have spoken to Mr [redacted] and we have agreed to give him a refund in the amount of $The technician that did the installation the second time and I spoke and he said that he did go over the outside of the vehicle with Mr ***, pointing out the scratch was already present on the cowelBecause he was told by the manager, ***, that we would pay for the headliner, we will issue a check for that plus the $promised for the inconvenience of having to travel back and forth

I would like a full refund of from Auto Glass Now

Complaint: [redacted] I am rejecting this response because: I have returned their call an left a message, giving them a specific time to call because of my work scheduleI am expected a message from them telling me to pickup a reimbursement check of $for the labor on sunroofThey were told on several occasions that it was not the sunroofThis was a stressful months dealing with same the issueNow my inside liner look awful from the appling/repairing with the glueAll this headache because they did not pay attention to details when rushing and removing my windsheid from day oneI will reach out to them again with resolving this matter without getting stressed out with there decisionI have had some very dissatisfied conversations with the corp managerAll I want is for them to be fair about the situation and own up to their mistake, admit damaging my property and reimburse my funds.Sincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]

AutoGlassNow is reaching out to our customer to provide the solution to this issue

Complaint: [redacted] I am rejecting this response because: the leak is coming from the windshieldI personal paid a body shop to check my sunroof since they keep insisted that was the problemPrior to this, I told them twice Honda checked the sunroof and it was not leakingSomeone at Honda even spoke to the manager at the lamar locationThe body shop diagnosed, the leak was coming from the windshieldThe body shop show me the leaks On June, 19th, autoglass now rechecked and found the leak was not the sunroofSo they removed the glass againThe leaks a connection between the windshield and the truck where the molding sitsThe setting of the manufacturer molding plays a big part when changing the glassThe guy who cut the glass the first time was not paying attention and caused leakage inside my truckAs far as the clips on the side panels, only one side got fixed in my presentThe guys broke both side and glued it back together using the same glue they use to seal the windshieldIm not sure the fixed the other side I am expecting them to reimburse my payment for the sunroof diagnosis and stop the leaking They totally ignored honda and myself telling them it was not the sunroofI even took it to car/trk accessories shop on mt moriah and they found not leakNo recheck has been performed since June 19th, I'm ust waiting for it to rainAfter dealing with the glass for the fourth time, I asked them about getting a molding from HondaAnd they said it didnt make a differentObviously it doesThis is getting to be very emotional and stressfulI have been to this business about times for the same issue Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/10/01) */ ALL REPAIRS ARE DONE FOR STRUCTURAL REASONS AND NOT FOR COSMETICWE ADVISE EVERY CUSTOMER THAT THE GLASS IS ALREADY DAMAGED AND WE WILL ATTEMPT TO PERFORM A REPAIR TO BOND THE GLASS BACK AND KEEP FROM SPREADINGSINCE THERE ARE SO MANY VARIABLES INVOLVED, WE CAN NOT GUARANTEE THE OUTCOME OR THE LENGTH OF TIME OF THE REPAIRWE DO INFORM ALL CUSTOMERS THAT IN THE EVENT OF ANY REPAIR FAILURE OR DISSATISFACTION, THE AMOUNT PAID FOR THE REPAIR IS APPLIED TO THE COST OF THE REPLACEMENTWE INFORMED OUR CUSTOMER IN THIS CASE OF ALL THE ABOVESHE SIGNED THE ROCK CHIP REPAIR STATEMENT WHICH EXPLAINS THIS POLICYTHE BOTTOM LINE IS THAT THE GLASS IS ALREADY BROKEN AND A BONDING AGENT IS USED TO TRY TO KEEP IT FROM SPREADING WE ARE STILL WILLING TO APPLY CUSTOMER'S CHIP REPAIR TO THE COST OF A NEW WINDSHIELD SHOULD SHE SO DESIRE Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) This repair was not completed properly FROM the beginning.The manager told me that "hre saw the initial repair and was not satisfied".Furthermore,it spread in one weeks time.As stated in my initial reply,the repair was made by a 2nd party with over years of expierence.He stated this "was a botched repair from someone who DID not know what they were doing OR who DID NOT CARE.SO, two people,including the manager of your business confirmed this was not properly done.Since your incompetence cannot repair a rock chip,do you really think I would allow such indifference and poor work ethic to replace a windshield???? That would be foolish on my part.I reject your lame offer and reinterate,I would like my $returned Final Business Response / [redacted] (4000, 9, 2015/10/09) */ Unfortunately, as our repair policy clearly states, there are no guarantees with any repairsAny technician, even the one who did the second repair, will tell you the same thing, that a repair cannot be guaranteed because you are dealing with glass that is already damagedWe provide this policy to all customers who receive a repair from our business Final Consumer Response / [redacted] (4200, 11, 2015/10/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Your manager agreed this was a pitiful attempt at a repair.He also said you did not feel like starting the process of a refund due to the volume of paperwork it required.Your "policy"can only be considered HAD the repair been completed PROPERLY in the beginning.Your reasoning is as sound as your ability to provide customer service.REFUND is my resolution

Initial Business Response / [redacted] (1000, 5, 2015/10/15) */ Contact Name and Title: A [redacted] District Manage Contact Phone: XXX-XXX-XXXX Contact Email: ***@autoglassnow.com The repair bill for this customers vehicle has been paid in full, and Mr[redacted] is in the process of making an appointment to have the vehicle repaired Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/19) */ email from consumer The manager finally resolved this after months of frustration Regards [redacted] Sent from my iPhone

just like last time no phone calls or messages It seems like they are worthless and a waste of time !!!!Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] ***

After looking into this issue, AutoGlassNow partially accepts and partially denies responsibility for this customer's issue, and will follow up with her to try to find a mutually beneficial solution

We sincerely apologize to our customer that our technician was unable to get the heat connected correctly when the windshield was first installed Unfortunately, sometimes this particular back glass is delivered without the correct plug for the heaterSo when our technician installs, and connects the plug, it doesn't work When our customer brought the vehicle in the second or third time, our district manager, [redacted] , was present and immediately understood what the problem wasHe immediately bought a circuit tester, figured out which wires were not working properly and fixed the window heater He circuit tested before our customer left and it was working perfectly He apologized to our customer and explained the situation Our customer called [redacted] back the next day concerned that it was not working because he could not feel it heat up [redacted] explained that you should never feel the heat, but if the days were cold enough and frost was on the window, it would work [redacted] offered to have the customer come back and he would show him with the circuit tester that it is working [redacted] reiterated that he just wanted our customer to be happy Our customer declined [redacted] spoke with the Farmers Insurance company, with a Safelite representative on the line and explained everything that transpiredHe explained that he wants our customer to be happy and that he would do whatever they needed above and beyond what he has already done They replied that [redacted] had done everything they required of him and that our customer's his matter was closed Again, if our customer wants to come into the store at any time, [redacted] will gladly walk him through step by step to show him that the heat sensor is working

AutoGlassNow has reached out to our customer and has this issue under active investigationWe will reach out to our customer again as the situation evolvesAutoGlassNow thanks our customer for his patience as we work toward finding a resolution

Initial Business Response / [redacted] (1000, 16, 2016/01/12) */ The customer came in and requested a dealer windshield be installed on his carThe windshield was installedHe later contacted us to say that there was a stain on the windshieldOur Manager [redacted] explained to him that since it was a dealer part, that we will have to go through the dealer to get the replacement part exchangedAt this time, the dealer is refusing to agree to return and exchange the partOur manger/technicans personally went out to look at the windshield on two separate occasion because they could not see evidence of the defectIndeed, there is no way any technician would have been able to see the "stain" at the time of installation, as it is pin size and very difficult to see Our store manager has been in constant contact with our customer about this issue since his installation and subsequent complaint about the "stain" on his windshieldAt this point, we are working with the dealer to get them to return the part and will contact the customer once we have this issue resolved