Auto Glass Now

AutoGlassNow's customer returned to the store and we were able to solve his issueThank you!

Complaint: ***I am rejecting this response because: The corporate representative said that I would be reimbursed the amount that I paid for the windshield, but I haven't receivedany form of payment
and haven't heard back from auto glass nowIf I receive payment into my account, then I'll gladly accept this response. Sincerely,*** ***

AutoGlassNow has accepted responsibility for the headliner, has finally located one and will work with customer on the best time and date to repair

Initial Business Response /* (1000, 15, 2015/10/20) */
The vehicle was brought into the shop on occasions because of a leakThe first time, my certified technicians ran air and water test in the shopNo leak could be foundWe brought the customer into the shop, ran the tests with her there,
again no leak could be foundAt that time we asked the customer if she would feel better if ran a bead of urethane across the topAfter witnessing the test, she agreed she would feel betterOn the second time she came back to the shop, we found a leakWe pin pointed the leak and it was fixedCustomer left my shop then called back to say her headliner was bent, I asked her to come by and let me take a lookI asked her to bring the vehicle back, my certified technician fixed the headliner and the customer leftMs*** never called back to say she was not satisfiedAt no time was I rude, I wanted to make sure she was satisfied and I believed at the time when she left that the situation had been resolved

AutoGlassNow performed an investigation in to this matter and found that the leak is coming from the customer's vehicle's sunroofAutoGlassNow did not perform any work on the sunroof, so we cannot accept responsibility for this issueAutoGlassNow did address the customer's concerns about the clips
and headliner, and repaired them for her

Initial Business Response /* (1000, 21, 2015/08/12) */
I am in contact with this customer and we are working together to resolve this issueI apologize for any inconvenience this may have caused our customer

Initial Business Response /* (1000, 20, 2015/08/13) */
***Document Attached***
CUSTOMER AFTER CALLING HIM SEVERAL TIMES TO RESCHEDULE HAS CAME IN TO OUR STORE TODAY WE HAVE ORDERED HIM A DEALER GLASS FOR HIS VEHICLE AND COMPLETED HIS WORK FOR HIMI AM ALSO ATTACHING A COPY OF THE COMPLETED WORK
AND HIS SIGNATURENOW SEDNING CUSTOMER TO DEALER AS IT IS NOT THE GLASS IS EITHER REGULATOR OR MOTOR ISSUE AS ADVICED BY DEALER AUTO GLASS NOW WILL PAY FOR DIAGNOSIS

Initial Business Response /* (1000, 5, 2015/06/29) */
First, we apologize to Ms*** for her inconvenience as a result of our inability to obtain the glass from our vendorThe appointment was scheduled one week in advanceAt the time the appointment was set, the glass was available
Unfortunately, our vendor informed us the morning delivery was due that the glass was no longer availableOnce our manager learned that the part was no longer available, she called our customer and left her a message to call her back so she could explain the situationAfter receiving this customer complaint, the President of our company called Ms*** to discuss the matter with herHe left two messages but has not yet received a return call

Complaint: ***I am rejecting this response because: I am requesting that the company pay for the damages that they
have done to my carI took my car to Honda dealership and I am attaching a copy of the inspection directly from the dealership As a consumer the trust between this company and I is broken and I am scared to allow anyone from this company to work on my car again taking a chance that they would make the matter worse Therefore I am requesting that Auto Glass Now pay for the damages that they created using the glass company referred to me by Honda . Sincerely,*** ***

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.

AutoGlassNow has performed a repair of our customer's vehicle and hopes to have fully resolved this issue. AutoGlassNow has reached out to follow up with our customer on multiple occasions, but has been unable to make contact with her since this latest repair.

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

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 /* (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] vehicle. The 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 work. It 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] refused. Autoglassnow also maintains signage in our store lobbies that we are not responsible for items left in vehicles. The technician in question has NEVER had any instance like this in the 10 years he has been associated with our company. Mr. [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 matter. I apologized numerous times and tried to reach a reasonable solution to no avail as I listened to the profanity and threats from Mr. [redacted].

AutoGlassNow and our customer have talked about this issue and came to an agreement. Thank you.

I had two windshields put on my Wrangler YJ, The first one went without a problem. I later found out the windshield frame was not the correct one and had another once sent to replace it. I called Auto glass now on Platte Ave, Colorado Springs, Co to install the windshield again. They quoted me a price and I told them I only have the glass not seals. I was told the seals and labor would be $90.00. They came by and put my windshield on for me but and I signed the paper work that I was satisfied. I found out minuets later that no seal was put on the inside and called the office to get the technician back to put it on. No return call. I went to the office on Platte avenue the next day. The technician told me the inside would be an extra cost of $80.00 and he would put it free. Please stay away from them a complete rip off and not worthy of your business.
I went to Safelite Glass and the inside seal was $33.06 and they replace windshield, the inter and outer seal for $90.00.

Autoglassnow's corporate office is in the process of investigating this matter to make a final determination as to whether this damagewas a result of our installation.  We are aware that this vehicle had prior windshield work done, and it can happen that the old glass is actually glued on to...

the headliner by mistake, which can cause damage when the old windshield is replaced.  In the meantime, we would like to assure our customer that we are actively searching for the replacement part to order so that once the determination is reached, we can proceed with its replacement if it is in fact AutoGlassNow's fault.  We appreciate our customer's patience.  This should be resolved shortly.

AutoGlassNow is working with our customer to resolve this issue and has scheduled customer to come in to our shop for a closer look. We hope a mutually beneficial resolution can be found.

Initial Business Response /* (1000, 5, 2015/10/01) */
ALL REPAIRS ARE DONE FOR STRUCTURAL REASONS AND NOT FOR COSMETIC. WE 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 SPREADING. SINCE THERE ARE SO MANY...

VARIABLES INVOLVED, WE CAN NOT GUARANTEE THE OUTCOME OR THE LENGTH OF TIME OF THE REPAIR. WE 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 REPLACEMENT. WE INFORMED OUR CUSTOMER IN THIS CASE OF ALL THE ABOVE. SHE SIGNED THE ROCK CHIP REPAIR STATEMENT WHICH EXPLAINS THIS POLICY. THE 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 /* (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 40 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 $64.17 returned.
Final Business Response /* (4000, 9, 2015/10/09) */
Unfortunately, as our repair policy clearly states, there are no guarantees with any repairs. Any 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 damaged. We provide this policy to all customers who receive a repair from our business.
Final Consumer Response /* (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.

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 part. We hope our customer is satisfied with the manner in which this has been handled.