Auto Glass Now

AutoGlassNow has called and left a voicemail for our customer inviting him to schedule an appointment with us to make this right

Initial Business Response / [redacted] (1000, 15, 2015/06/22) */ The President of our company met with Ms [redacted] on June at the Lanham, MD storeHe and Ms [redacted] are in the process of resolving the warranty issues with her vehicle Initial Consumer Rebuttal / [redacted] (2000, 17, 2015/06/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) The President of the company and I are working to resolve this issueHe had assured me that he will personally handle my complaint and take the necessary steps to resolve it

AutoGlassNow and our customer have talked about this issue and came to an agreementThank you

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: MrE [redacted] may have been in business for years but have no experience in customer serviceHe failed to inform me there will be a charge whether the job is done or notHe should have called to find out what the issue wasI'm sure the front office lady communicated to him that I was not happy of the chargesWhen my wife called to question the charges, she said if you are unhappy call the owner, when my wife was asking her for his name she hung up on my wifeFurther more I was not the one confused, he told me that the left front lower ball joint and the right inner tie rod needed replaced and I told him I had those repaired when I keep questioning him as my right he was getting aggitaed then as I kept saying it can't be because I had that done he then changed it and said the right front lower ball joint and the left inner tie rodHe seem to offended that I was questioning him, but as a customer I have the rights to askI asked how much will the job cost, for someone in the business for years he should have been able to answer the questionwhen called me to tell me what needs to be done he did not have an estimated price for the job it took him minutes to call me back with a priceHe had to do a curtousy check to justify charging meHe over stepped his boundary, he should have asked if I wanted my car checked other then the service I asked forHe took it upon himself, he even said I needed and oil change I just changed the oil and oil filterHe is Nickle and dimeing people Regards, [redacted]

Initial Business Response / [redacted] (1000, 7, 2015/07/01) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @gmail.com I have sent the customer a response stating that we are willing to offer a refund for the workmanshipThe glass that was installed was defect free and if given the chance we could have most definitely removed and resinstalled to her satisfactionBecause we weren't given that chance, we are willing to offer a refund for $for the workmanshipI am currently awaiting a response Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/07/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) It isn't much but it is somethingI just want This nightmare to be over

Initial Business Response / [redacted] (1000, 5, 2015/12/11) */ Customer specifically requested Pilkington glass when he made his appointment. We checked with Pilkington and they did not manufacture that specific part. However, they could provide it to us and so we ordered the glass from Pilkington per... customers request. When customer came in to have his glass replaced, we explained that we ordered from Pilkington but that they did not manufacture this specific part for his car. He said, ok and we installed the glass. Customer ccame back and stated that the glass was warped, it made him see double. We did not see the same thing, however we spoke with Pilkington and they agreed to send another glass. Prior to installation our district manager showed customer the glass, and they inspected it together. They both agreed the glass did not have any defects, so we installed it. Now customer complains that there is again something wrong with the glass which we cannot detect. There is nothing wrong with his glass and we cannot just keep replacing glass without a reason. Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/12/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) the windshield is warped and dangerous. Auto Glass Now has not even looked at it nor seems willing to even talk to me except saying I'm out of luck. The warp has been confirmed by another vendor. I have now discovered more problems with the installation around the inside molding. To sell me on the glass they promised they would get it right no matter how many times, now they want to change their story again as they've done so many times to suit them. I asked for PPG glass, they are the ones that sold me on Pilkington, now they say they can't get that. It's a windshield and is making it dangerous to drive, I get a headache looking for parking (the warp is squarely in that field of vision) and can't see bikes coming properly. Final Business Response / [redacted] (4000, 12, 2015/12/17) */ Please as I stated previously, if the customer would like to bring the vehicle to our corporate office so that our president can look at the windshield, I am more than happy to arrange it. Please call corporate at XXX-XXX-XXXX and ask for***. Thank you

Complaint ID #: [redacted] : Mr [redacted] replaced his windshield at AutoGlassNow in CincinattiFor this make and model of vehicle, it was not necessary for the technician to remove the wipers on the vehicle when replacing the windshieldHe simply lifted them up and placed them back down The customer then called after he left town and said that his wipers were not working and that he had gone to a dealership to get them repairedThe wiper motor was not touched during the replacement of the windshieldWiper motors are a mechanical part of a vehicle that we do not touch or interfere with during the replacement and we did not do so in this caseSecondly Mr [redacted] was upset because his insurance company was billed more than he would have paid without going through his insuranceThis is because all insurance companies set their own pricingWe go by their pricing structure when we invoice their customers workWe have absolutely no control over the pricing when a customer goes through his insuranceThis is the industry

Mr*** has had extensive conversations with Mrs*** in regards to this situation on multiple occasions during the month of November Here are the facts, that when Mr*** discussed with the complainant she did not dispute Mrs *** never contacted us to complain about the seeding,
when we called at the beginning of to let her know that we would be on her property the next day to a lawn treatment she said that they did not sign up for service for and they no longer needed our service She told Mr *** that the lawn was in such good shape that they thought they could handle it themselves from now on She did mention a "little spot" that did not do well and asked for some recommendations on what kind of seed to put down there There never was a on-site visit to her home in as she claims Mr *** never told her "no guarantee, tough luck"What he did tell her is that there is no way for us to guarantee seeding on her lawn that was done over a year ago, the aeration and seeding in question was done on 10/21/ Mr *** went on to tell her that we have no idea what was or more importantly was not done on the lawn for the entire season Additionally there was a summer drought this year, as well as extensive insect and lawn disease damage to most lawns that were not treated for these problems The point is that the very first complaint that we received from her was when Mr *** talked to her in November of 2016, over full year since the work was done No one would offer a guarantee on seeding for over a year They would especially not guarantee seeding on a yard that is not being cared for and fed properly Also the complainant is requesting a refund for the aeration and seeding services in the amount of $2,283.42, the problem is that that amount is what she paid for all the services that were done on her property for the entire seasonThere were other services provided to the complainant in addition to the aeration/seed and the amount of refund she is requesting covers all services done on her property in We do not intend to refund any money nor do we intend to aerate and seed Mrs *** property again Additionally Scotts LawnService - Shenandoah Valley is no longer in business as of November 30th

Revdex.com:I have
reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThey replaced the broken windshield due to an installation issue *** the district Mgrhandled the situation in a professional manner and I am satisfied.Sincerely, *** ***

Our customer came into the shop for a windshield replacement. As soon as the technicians took the windshield out, they noticed a considerable amount of rust. They called the customer out to look at it, and explained to him that because of the rust, they could not offer a
warranty. Our customer asked if we could clean the rust and our technician said he would try. Our technician sanded it, primed it and kept it overnight. Before replacing the windshield, he showed the rust removal to our customer who was so pleased, he gave the technician a $tip. At this time, there was no crack to the dashThe customer did not see one, and our technicians did not see one
It was only after the rust removal and customer inspection and approval of the rust removal that the technician proceeded to install the new windshield. In older cars where the dash has a lot of sun exposure, the dash can crack when taking out the old windshield, due to the vibration of the extractor at the time of removal. However, cracks do not occur when putting the new windshield inAnd it did not occur in this case
Prior to the installation, and after the installation there were no signs of cracks in the dash. At the end of the installation, customer signed all paperwork indicating he was satisfied with the work done. There was no crack in the dash when he left our store
Our customer did call the store after he left claiming that the dash had a crack in it. He eventually brought it back to the shop and we looked at it. There was no crack in the dash, it was clearly faded from the wear and tear and it looked as if someone rubbed the dash

Initial Business Response /* (1000, 20, 2015/09/23) */
Mr*** brought his vehicle into Auto glass Now to have a door glass replaced due to the door glass being broken outAuto Glass Now removed his door panel vacuumed out all the glass, and bolted new door glass to regulatorThe technician
then went to roll the door glass up and the regulator kept jumping out of the track due to regulator being bent from the door glass that was broken outAuto glass now explained to Mr*** this is a common problem because the door glass bolts to the regulator when the glass is broken it puts pressure on the regulator and can cause it to bend
Initial Consumer Rebuttal /* (3000, 22, 2015/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I took my vehicle to another mechanic and found out they put the wrong size glass in the door that's why it wouldn't workSo due to that I had no vehicle for months because of their negligence! Will never return there!
Final Business Response /* (4000, 24, 2015/10/12) */
Mr*** refused to pay for door glass so we removed the door glass there was no door glass in the door so how could another mechanic state we installed the wrong size door glass? Auto Glass Now has a system we used based on the year make and model of the vehicle that pulls up the correct part #'s for us, and the wrong size door glass would not be able to be bolted to the regulator because the holes would not line up

Initial Business Response /* (1000, 5, 2016/03/16) */
AutoGlassNow Independence store location serves more than just the independence area, therefore to make it easier for our customers who live in the other areas, we provide phone numbers with area codes that match those areasAll of our calls
will go to the independence store, or to the call center if the lines are tied upWe do not provide mobile service for chip repairs because the cost of the mobile service would nearly double the cost of the chip repair, which is inconvenient for our customersIn addition, sometimes a chip cannot be repaired and the glass needs to be replacedIn this scenario, the store manager would need to discuss with the customer and see order the glass to the storeFinally, with respect to price quotes - promotions and discounts are offered at different times in store locations - it can depend a variety of factors - if business is a little slow and they want to pick things up, stores can offer discounts for customers to come in todayUnfortunately, sometimes, the call center is unaware of these promotionsSometimes, the call center will quote lower than the store but if you book your job through the call center at the time you are on the phone, the store will always honor that price, even if it is not the price they had running in the storeThis is not misquoting, nor is this a dishonest business practice

AutoGlassNow continues to try to resolve this issue, but has been unable to reach our customer on the phone and we have left several voicemailsWe are earnestly making an effort to reach a solution that is agreeable to our customer

Initial Business Response /* (1000, 16, 2015/05/07) */
On March 21, at 1PM my staff and I cleaned Megs house at *** *** *** ***When she called me we did discuss her cleaning rooms and 1/baths a special I was having that month for $good deal I thought
When my staff and
I arrived at her house her daughter answered the door and let us in and she went back upstairs to her roomFull bathroom down stairs was so dirty it had an inch of dust on things plus gum on bathroom floor we removed and tub/show was scrubbed three time yes three times to get it clean againhallway upstarted was vacuumed and stair/foyer swept and mopped1/bath downstairs wasn't bad that was cleaned as wellLiving room was very dusty and was cleaned cups and bowels that was in the room was put on counter in kitchenSliding glass doors, floors, fireplace and tV two couches were cleaned floor vacuumed and moppedDinning room doors walls window cleaned kitchen table was cleaned as well as I could get it cleanedBut table was so dirty and scummy, I could not get it completely cleaned, floor was also pretty direct but did get it cleanedKitchen was cleaned all of her lower cabinets had food on them so they were all cleaned stove top was gross had food cooked on the top but we were able to get it cleanedAll of stove and refrigerator dishwasher out side of them were cleaned and wiped off upper cabinets were also cleaned and sink was disinfected and cleaned as well along with the one window in the kitchen
The agreement was rooms and full and 1/bath that it what she got took us two 1/hrs to do that after we picked up cups/glasses and put them in kitchen and picked up trash off of floor before was could vacuumShe told me her house wasn't to bad just didn't' have time to clean itIt's just really dusty WRONG ive cleaned house clean outs cleaner than thatSo as far as her getting her money back the answer is NO WAY she is lucky im a nice person and did charge her for a deep cleaning period
Hope you can understand,
*** ***

Complaint: ***I am rejecting this response because:
The store manager is very rude from the first time I talk to her over the phone to confirm my order she was very rude and short with me when I get to the store same thing very rude no customer service whatsoever I went to install my windshield glass but they got the wrong windshield they told me to come back the second day and for sure they will have the correct windshield I went back the second day waited for hour and a half and the store manager rudely informed me that they also got the wrong glass one more time and there’s nothing she can do about it and told me to come back and check with them on Monday that point I told her I’m very frustrated I’m not happy with the service and I will come back Monday but please get my order right when I called the store manager back on Monday she told me she does not wanna do business with me and she was very rude and she told me there’s nothing I can do about it i’m to go ahead and find a complain if I want she does not careSincerely,*** ***

Initial Business Response /* (1000, 10, 2015/07/23) */
tempered glass is what is used for all windows expect for the windshieldsWhen tempered glass breaks, it shatters and hundreds of tiny pieceswhen we install a door glass we do vacuum out the inside of the door and remove the door panel
which has to be removed to install the glasswe also vacuum out the glass in the car as a courtesywe do not at anytime remove or handle customers personal belonging to vacuumWhen our customer came back in and said there was more glass in her carwe did again remove the door panel and re vacuumedWe do inform all customers that we can not remove all the inside due to mechanical parts so no further damage occursthere were no scratched on the glass there was a rub mark that my technician clean up and showed her while she was hereif any furtherassistance was needed, we could not help her due to the fact that we were not informed
Initial Consumer Rebuttal /* (3000, 12, 2015/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If I was told before I had your company install the window that your company was not able to get the glass out of the door panelI wouldn't have purchased the windowThe dealership had no problem vacuuming the glass out of the door panel
Final Business Response /* (4000, 14, 2015/07/27) */
Unfortunately, we simply cannot get all of the glass out of the door of a broken windowOftentimes, stuck pieces of glass are jostled loose as the car is driven, making its removal easierWe tell this to the customers at the time of drop off/pick up and it is written on the warranty side of a customer's invoice that he/she is told to read before he/she signs the initial paperwork at drop off
Final Consumer Response /* (4200, 16, 2015/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was not told that the company would not be able to get the glass out of the door panel when I agreed to have them to do the workI am not talking about small piecesI am talking about a door panel full of glassEverytime I close the door you could hear glassAs well as the glass in the door straching the new glass that was put inI don't understand your company not taking responsibility for not getting the glass out of the door panelThe infiniti company cleaned the glass out of the door panelNow when I close my door you don't hear glassYou don't have to worry about me using your company againYou don't stand by your product

AutoGlassNow is sorry that our customer feels she was treated rudelyWe are earnestly trying to work with our customer to find a reasonable solution to her complaint

Complaint: ***
I have not got any calls nor any kind of message to resolve this problem.I am rejecting this response because:Sincerely,*** ***

Final Consumer Response /* (2000, 6, 2015/08/31) */
I received my refund check for the full amount in the mail today, 8/28/Thank you for your help!

Complaint: ***I am rejecting this response because: The respond is a complete lie I had my windshield fixed at another shop and they were able to find an after market windshieldAlso they are lying about me being hostile I just expressed to them that I’m not happy with the service please get my correct windshield I’ll come back on Monday but once I call them on Monday they told me over the phone that They don’t want my business and again the manager was very rude very unpleasant very unprofessional she should not be the manager of anything Sincerely,*** ***