Auto Glass Now

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.

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 /* (1000, 15, 2015/08/06) */
Hello, My name is [redacted] I am the local District Manager. I have spoken to Mr [redacted] and we have agreed to give him a refund in the amount of $295.00. 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 [redacted], pointing out the scratch was already present on the cowel. Because he was told by the manager, [redacted], that we would pay for the headliner, we will issue a check for that plus the $50.00 promised for the inconvenience of having to travel back and forth.

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 schedule. I am expected a message from them telling me to pickup a reimbursement check of $71 for the labor on sunroof. They were told on several occasions that it was not the sunroof. This was a stressful 4 months dealing with same the issue. Now my inside liner look awful from the appling/repairing with the glue. All this headache because they did not pay attention to details when  rushing and removing my windsheid from day one. I will reach out to them again with resolving this matter without getting stressed out with there decision. I have had some very dissatisfied conversations with the corp manager. All 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]

AutoGlassNow's customer's reimbursement is currently in transit via USPS to our store location nearest to our customer. Once it arrives, an AutoGlassNow representative will reach out to our customer for final resolution of this issue. We thank our customer for her patience.

Final Consumer Response /* (2000, 17, 2015/09/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received a very nice phone call saying the company was sorry for any difficulties I had
experience and that a check would be in the
mail for $67.49. I received the...

check a week
later and I am happy. Thank you for your
assistance in this matter. I had never dealt
with a Revdex.com before and I appreciate your help.

Initial Business Response /* (1000, 10, 2015/10/26) */
I apologize to the customer for this unpleasant experience with our former manager. While I do not know why the manager acted in the manner she did, I can assure our customer that it would not happen again under the current management at that...

location.
If our customer has not already fixed her window, we can honor the $25 gift card if she would like to have the work done in our shop.

I would like a full refund of 175.75 from Auto Glass Now

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 me. Sincerely, [redacted]

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

Initial Business Response /* (1000, 10, 2015/09/04) */
ON XX-XX-XX OUR TECHNICIAN [redacted] WENT OUT TO REPLACE THE W/S ON THIS CAR. TAMMY [redacted] WAS PRESENT THE ENTIRE TIME OUR TECHNICIAN WAS WORKING ON THIS VEHICLE. HE POINTED OUT THE FLAWS IN THE W/S AREA AS WELL AS TOOK PICTURES WHICH I HAVE...

ATTACHED. HE COMPLETED THE JOB TO MRS. [redacted]'S SATISFACTION AND RECEIVED PAYMENT. APPROXIMATELY 30 MINUTES AFTER OUR TECHNICIAN LEFT THE JOBSITE I RECEIVED A PHONE CALL FROM MR. [redacted] STATING THAT OUR TECHNICIAN TORE UP HIS SIDE MOLDING. HE STATED THAT OUR TECHNICIAN PRIED THE MOLDINGS OFF HIS CAR. I REDIRECTED OUR TECH TO RETURN AND DETERMINE THE CAUSE OF THE COMPLAINT. OUR TECHNICIAN THEN SHOWED MR. [redacted] THAT THESE MOLDINGS ARE HELD ON WITH SCREWS WHICH ARE INSIDE THE DOOR JAM. HE REMOVED THE SCREWS TO SHOW MR. [redacted] THAT THERE IS NO WAY TO PRY ON THESE MOLDINGS AS IT IS NOT NECESSARY THEY JUST COME OFF WHEN ALL SCREWS ARE REMOVED. MR. [redacted] WAS THEN STILL NOT HAPPY WITH THE DEMONSTRATION FROM OUR TECNICIAN AND CALLED TO OFFICE TO TALK WITH ME. I ASKED MR. [redacted] TO BRING THE CAR TO OUR LOCATION THE FOLLOWING MORNING SO I COULD INSPECT THE CAR AND DISCUSS HIS CONCERNS. UPON ARRIVAL AT THE SHOP MR. [redacted] IMMEDIATELY STARTED WITH PROFANITIES. VERY VULGER LANGUAGE. I SHOWED MR [redacted] THE PICTURES TAKEN BY OUR TECHNICIAN AS WELL AS EXPALIANED THE AGE OF THE MOLDINGS IN THIS DRY CLIMATE HAD CAUSED THEM TO BECOME BRITTLE. HIS EVIDENCE PICTURE THAT HE HAD TAKEN WAS FROM THE INSIDE OF THE CAR AND IS VERY DISTORTED WHEN ENLARGED AND BECOMES UNCLEAR. THE FLUSH MOLDING HE THINKS HE IS SEEING IN HIS PICTURE IS ACTUALLY THE FRIT BAND WHICH IS BAKED ON THE GLASS FROM THE FACTORY. ACCORDING TO MR. [redacted] HE WAS IN A FENDER BENDER AND IT CAUSED THE AIR BAGS TO DEPLOY IN HIS VEHICLE. THE AIR BAG ON THE PASSENGER [redacted] CAUSED THE DAMAGE TO THE INTERIOR "A" PILLOR MOLDING THAT HE IS TALKING ABOUT. OUR TECHNICIAN HAS NO REASON TO REMOVE THAT MOLDING AND DAMAGE IT. PLEASE SEE THE ATTACHED PHOTOS OF CUSTOMERS CAR WHICH WERE TAKEN BEFORE INSTALLATION.
Initial Consumer Rebuttal /* (3000, 12, 2015/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My wife was not present the entire time, that was not a true statement. The tech did not point out flaws nor note said flaws on his work order. I called the company within 5 -10 minutes after the tech had left the premessiss. When the tech returned, I showed him the picture I had and one could clearly tell the difference between the so called frit band (tinted part of the window) and the reveal molding. I was never shown any photos at their facility and I surely did not use profanity at any time during my visit. It was more the opposite. The manager ([redacted]) was the one to start getting very upset when I had told her that I would see her in court and that I was also going to report them to the Revdex.com. And then a man came out of the garage area and started threatening me, and that I better leave or else. I didn't stay to find out what or else was.The air bags had nothing to do with the "A" pillar molding. The Molding was fine until after he replaced the windshield and it was also an easy fix. The clips just needed to be put back into their perspective holes.
I have done some research on this part. It appears that this part has been discontinued but there is one place that carries them. They are very expensive and I feel this is why this company refuses to make this right. Taking this to small claims court may be the only way to make this right. Thank you for your time on this matter.
Final Business Response /* (4000, 14, 2015/09/14) */
Unfortunately, it does not appear that we will be able to satisfy Mr. [redacted] in this complaint. We simply cannot accept responsibility for damages that pre-existed our work. I have personally spoken with the technician who performed the installation, the manager who saw the car after Mr. [redacted] brought it back into the shop, the technicans present when he brought it back in, and I have reviewed the invoice, which clearly shows Ms. [redacted]'s signature at the bottom after work was complete. She was present the entire time of installation, speaking with my technician and she signed off on it after its completion. When Mr. [redacted] came to our store, we acted professional and tried to show him exactly how the glass was installed and pointed out normal wear and tear on the outside moldings as the car is 20 years old. Mr. [redacted] did not want to hear any of it and was very irate and we ultimately had to ask him to leave.
We did not damage Mr. [redacted]'s car, or the molding clips in any way during the installation.
Final Consumer Response /* (4200, 16, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If the tech saw that those clips were damaged prior to his working on the vehicle, he hid not notify myself or my wife of this damage. Although my had signed and paid for repair, she did not inspect the work, she came and got me to do that afterward. It's common knowledge that most women don't know what they are looking at other than, oh yeah, no more cracked windshield! They are right, the car is 20 years old. It's not possible that some one could keep a vehicle in that good of condition for that long. This company is trying to cover up for shoddy craftsmanship on the part of their tech. They need to own up to the fact that the tech screwed up and replace the damaged part on the left side of the windshield

Complaint: [redacted]I am rejecting this response because:My vehicle was less than 12 months old and the wiper motor was working just fine when I brought the car in to have the windshield replaced. At this point, I do not expect anything from the business because I could see how the it operated even before my vehicle was worked on. I would just like the public to know that I do not recommend this business to anyone who wants good service.[redacted]

On the very day AutoGlassNow became aware of our customer's issue, we tried to remedy her concerns, but she refused. We initially offered to purchase and fix the damaged cowl, but our customer declined this offer. We are open to offering her a refund, but have received no response from her at the times we have contacted her. AutoGlassNow has been willing to work with our customer the entire time, and hope to reach her soon.

Complaint: [redacted]I am rejecting this response because: I have spoken to them and they are trying to get me to sign some papers that I am not in agreement with per the phone conversation. I want to make sure my  lifetime warranty is still in effect. The only thing that I will sign is something saying I received a refund/reimbursement for my sunroof diagnosis. They are still claiming to have nothing to do with the leak. Yes they did. The molding which was attached to windsheid and the front upper part of the trk close to the liner  caused the leak. Maybe if they had replaced it with a honda molding which is obviously a little different from what they buy/purchase, the problem would had never started. All I am asking is for the reimbursement with no string attached. When they started talking about signing papers releasing them from having anything to with,  i immediately told him to let me run it by my attorney. I dont wont to sign the wrong thing. It was July 7 at 12:52pm when I last spoke them. 
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/10/15) */
Contact Name and Title: A. [redacted] District Manage
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@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 /* (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]

Complaint: [redacted]I am rejecting this response because:
I affirm that I am the original owner of the vehicle and that Auto Glass Now is the only company that has replaced the windshield.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted] 
I am still awaiting my refund. There are more damages on my car other than the cowl. The trust is broken and I am uncomfortable with allowing this company to work on my car ever again. They are rude and incompetent. It has been over a month and I have not heard ftom
anyone from this company in regards to this matter. Please refund my money and pay for a reliable company to fix the damages. I am willing to take this matter to small claims court if need be if my car is not repaired and paid for soon.

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 heater. So 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 was. He 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 transpired. He 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.

Initial Business Response /* (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 /* (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 /* (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[redacted].
Thank you