Auto Glass Now

Initial Business Response /* (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 workmanship. The glass that was installed...

was defect free and if given the chance we could have most definitely removed and resinstalled to her satisfaction. Because we weren't given that chance, we are willing to offer a refund for $65.00 for the workmanship. I am currently awaiting a response.
Initial Consumer Rebuttal /* (2000, 9, 2015/07/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It isn't much but it is something. I just want
This nightmare to be over.

Initial Business Response /* (1000, 16, 2016/01/12) */
The customer came in and requested a dealer windshield be installed on his car. The windshield was installed. He later contacted us to say that there was a stain on the windshield. Our 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 exchanged. At this time, the dealer is refusing to agree to return and exchange the part. Our manger/technicans personally went out to look at the windshield on two separate occasion because they could not see evidence of the defect. Indeed, 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 windshield. At 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.

Complaint ID #: [redacted]: Mr. [redacted] replaced his windshield at AutoGlassNow in Cincinatti. For this make and model of vehicle, it was not necessary for the technician to remove the wipers on the vehicle when replacing the windshield. He 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 repaired. The wiper motor was not touched during the replacement of the windshield. Wiper 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 case. Secondly Mr. [redacted] was upset because his insurance company was billed more than he would have paid without going through his insurance. This is because all insurance companies set their own pricing. We go by their pricing structure when we invoice their customers work. We have absolutely no control over the pricing when a customer goes through his insurance. This is the industry.

AutoGlassNow admits there was an issue because our customer's vehicle could only work with a "dealer only" part instead of an aftermarket part as originally planned. Upon learning this, our customer became agitated and extremely hostile. He was told to return the following Monday, which he did,...

but was incredibly hostile at that time as well. Customer's behavior toward AutoGlassNow personnel was threatening and intimidating, so AutoGlassNow exercised its right to reject servicing this customer to safeguard our employees' safety.

Complaint: [redacted]I am rejecting this response because: the leak is coming from the windshield. I personal paid a body shop to check my sunroof since they keep insisted that was the problem. Prior to this, I told them twice Honda checked the sunroof and it was not leaking. Someone at Honda even spoke to the manager at the lamar location. The body shop diagnosed,  the leak was coming from the windshield. The body shop show me the leaks.  On June, 19th, autoglass now rechecked and found the leak was not the sunroof. So they removed the glass again. The leaks a  connection between the windshield and the truck where the molding sits. The setting of the manufacturer molding plays a big part when changing the glass. The guy who cut the glass the first time was not paying attention and caused leakage inside my truck. As far as the clips on the side panels, only one side got fixed in my present. The guys broke both side and glued it back together using the same glue they use to seal the windshield. Im 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 sunroof. I even took it to car/trk accessories shop on mt moriah and they found not leak. No recheck has been performed since June 19th, I'm ust waiting for it to rain. After dealing with the glass for the fourth time, I asked them about getting a molding from Honda. And they said it didnt make a different. Obviously it does. This is getting to be very emotional and stressful. I have been to this business about 10 times for the same issue.
Sincerely,[redacted]

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

Initial Business Response /* (1000, 15, 2015/06/22) */
The President of our company met with Ms. [redacted] on June 9 at the Lanham, MD store. He and Ms. [redacted] are in the process of resolving the warranty issues with her vehicle.
Initial Consumer Rebuttal /* (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 issue. He had assured me that he will personally handle my complaint and take the necessary steps to resolve it.

AutoGlassNow is taking responsibility for this issue and has been in touch with the customer. An appointment has been made to fix the customer's vehicle. We apologize for any inconvenience.

I called on a Monday, and they said their technician would call between 8-9am to say when they were able to come. They called and said they would be able to replace my windshield between 1-3pm. I waited until 3:15pm, was wondering what was happening, so I gave them a call. They said they were running behind and would take another 20-30 minutes. An hour later I called to see where they were, and wanted to talk to the manager. The manager was rude and didn't seem to care that they were taking extra time out of my day for this. The technician finally showed up at 4:50pm to do the job. I would highly recommend going through a different service for autoglass repair work

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Mr. E[redacted] may have been in business for 30 years but have no experience in customer service. He failed to inform me there will be a charge whether the job is done or not. He should have called to find out what the issue was. I'm sure the front office lady communicated to him that I was not happy of the charges. When 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 wife. Further 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 rod. He seem to offended that I was questioning him, but as a customer I have the rights to ask. I asked how much will the job cost, for someone in the business for 30 years he should have been able to answer the question. when called me to tell me what needs to be done he did not have an estimated price for the job it took him 15 minutes to call me back with a price. He had to do a curtousy check to justify charging me. He over stepped his boundary, he should have asked if I wanted my car checked other then the service I asked for. He took it upon himself, he even said I needed and oil change I just changed the oil and oil filter. He is Nickle and dimeing people.
Regards,
[redacted]

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 with. My name is Larry E[redacted], the owner of Autocare Service Center. I perform all customer contact duties. [redacted] stated he spoke to Steve. That is...

absolutely incorrect! I suppose this gentleman should get his story straight. [redacted] did drop off his vehicle at my shop for a vehicle alignment. As per company policy and proper repair protocol, the vehicle was test-driven, and the suspension was thoroughly checked for any failures. A technician cannot perform a proper wheel alignment if the suspension has certain failures. My technician located a failed right front lower ball joint, a left inner tie rod, and a broken left rear swaybar link. Contacted [redacted] with these issues and explained an alignment cannot be performed with a failed ball joint and failed tie rod. The swaybar link is broken, but would not prevent us from being able to align said vehicle. The customer requested an estimate after a long discussion. Apparently, he had the vehicle repaired elsewhere and told me these components were recently replaced. After our discussion, and myself educating the customer how thë suspension operates, he admitted he had his left and right sides confused. I guess that happens, just not to me. I made an estimate and called the customer again. The amount was as the customer stated, $457.92, and that did include all parts, labors, discounts, alignment, etc. The customer declined the : repairs due to financial reasons, I informed the customer immediately that all declined repairs, and their positions, would be on his bill. A bill. That means you owe me money for services rendered. We do not work for free. [redacted] was charged for a basic suspension check, which was professionally performed. He was charged for nothing else. I'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 bill. like to make the customer aware of all his issues. We, as part of our company policy, do not charge anyone for our courtesy checklist. It's a customer courtesy and takes about 5-10 minutes, I've been doing things this way for about 30 years with no complaints. In summation, we will not be refunding [redacted] any monies. And we wish him the best of luck.Thank You,Larry E

I had a most pleasant experience with the staff at the Glass Masters location on Lamar Ave. Marilyn and Aubrey were the best. I took my car in for a windshield repair on 1/19/15. The staff was wonderful. They were friendly and helpful. The work was great. I am happy with the new windshield. I highly recommend anyone who needs auto glass replacement or repair to seek out this location.
Angela B[redacted]","pos-1

Review: I called to have my windshield replaced on my 2004 [redacted] I had it scheduled and the technician didn't show up the first day after I had given clear instructions. Once he showed up the following day, he replaced the glass and broke the side panel on the driver's side. In addition, I can now hear the wind coming through the glass while driving over 40 MPH. It took several phone calls to have them order the part and come out to have it replaced. Once they finally came out, the replaced the side panel and left large amount of sticky residue (from installing the new glass and side panel) all over the rim of the windshield as well as on the hood. I asked that the technician remove the glue, and he did so by scrubbing a chemical solution on the hood and damaging the racing stripes on the hood of the car. I called yet again to ask that this now be addressed and was told they were not responsible due to the item being "after market". I called the dealer and was told that the stripes were in fact an official MINI accessory and a factory authorized item. They have caused a great deal of damage to my car, and cost me a great deal of time and stress and the service I received was extremely poor. My issue is still unresolved.Desired Settlement: I would like to be reimbursed for the services. The windshield was $224, and the factory authorized accessories were $54.93. The windshield makes lots of noise when driving at high speeds and is not installed correctly. I do NOT trust this company to re-install any future items on my vehicle considering that they have damaged one or more items each time they have come out to service my vehicle. I am only asking for the $224 that I paid originally.

Business

Response:

Handwritten response.

Consumer

Response:

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Review: [redacted]

I am rejecting this response because: