Freedom Autoglass

Freedom Auto Glass is committed to customer satisfaction.  We are in receipt of the estimate from [redacted] to have the damage corrected.  It is normally not our policy to pay a customer directly for damage (we normally pay the repair shop directly), however, we are willing to make an exception in order to resolve this matter.  We are willing to send this customer a check for $642.98, which will cover the cost of repairing the instrument panel, pillars, and all related labor charges, and also will cover the fair and reasonable cost of another windshield replacement.  We will await a call from the customer so  we can confirm his acceptance of our offer, as well as his address, to mail the check. We are also happy to help him schedule the appointment for the repair service.

I try to replay my windshield and I did but nobody will call you and let you know what time somebody will come you have to wait till someone show up and than you be happy after at lest 4hrs of waiting ,I call after almost 4 hrs and ask I someone will come and thane very shortly I got my windshield replace ,yes but next time I will choose some other company who will inform you about approximately time and second time after 1 week I got cheap in my glass so I call theme to fix and same story but after I call nobody show up shortly so my waiting time is my waist even if you asked if im on list to repair my glass ,so please find any one but theme for your good and dont waist your time even if thay will pay you not worth it

I talked to an agent and she was cordial and helpful. I set up an appointment to have my windshield repaired at my workplace. The day of the appointment they called and said the glass that they ordered for my car was broken. So we rescheduled. The day of the second appointment they called to cancel and said that the glass didn't come in. So we rescheduled for another day at my residence. They told me that they would call 30 minutes prior to their arrival. I was scheduled for 1-5pm time slot on a Sat. I cancelled other appointments to accommodate O'Reilly. NO ONE CALLED OR EVER SHOWED UP!!!! I called at 4:30pm and no one answered. I left a voice message. I am very disapointed in how I have been treated by this company.

Review: This company was contact to replace the Auto glass on my 17 year old sons Suburban. My son had to work and the installer agreed to do the repair at his place of business. The antenna on the truck was attached when the installer arrived.. However when the work was completed, the antenna was broken off and thrown under the second row of seats. The technician told my son , who is a minor, that he had to sign in three places to get the $100.00 cash. He was not aware the antenna was missing and did not read the contract because the installer insisting he signed in those locations to get his money. My son is not of legal age to sign any binding contract or document and I should have been contacted to do so. I called the company to advise to the situation. The owner was rude and told me my son signed the document and he was not going to repair the antenna. If the antenna was truly broken the installer would have stated that the antenna was missing. He would have had no idea that it was broken unless he had done it. The conduct of his company unprofessional and I will never use them again. A grown man taking advantage of a minor is unspeakable. For this company to repair the antenna would have cost them very little compared to the amount of business they lost from my family or any referrals that I may have sent them.Desired Settlement: I want my sons antenna repaired or replaced and a letter of apology.

Business

Response:

You are absolutely right in that your son is a minor and cannotlegally sign a damage waiver, or any other legally binding document. FreedomAuto Glass should have never agreed to do any work to your son’s vehiclewithout an adult present. Based on this,we would be happy to replace the antenna on your son’s vehicle. Freedom AutoGlass will be in touch with you today in order to arrange a time to repair the antenna.Please feel free to contact us for any further information.

Review: I had my windshield replaced and the weather stripping has come out. The company guarantees that they will fix this. I have had three supposed appointments to have them come out and they have never shown. They call me once a month and ask if I want a new windshield every time they call. I tell them that I do not need one and that I would like them to come fix the original job.Desired Settlement: I would like them to stand behind their guarantee and finish the work they have promised me three times

Business

Response:

O’Reilly Auto Glass would like to apologize for any hassle this may have caused this customer. We are under new management. O'Reilly did go to this customers location and fix the problem with the molding, or what she referred to as weather stripping. O'Reilly spoke with this customer and she no longer needs service or repair, everything is fine with her windshield

Review: Freedom Auto Glass replaced my front windshield at my work location on 05/06/2015. In the process the installer cut into the neoprene gasket between the dash and windshield several times. One of the cuts caused a crack in the dashboard. the installers also cut into the passenger side a-pillar. The installer took my credit card info on site before beginning repairs. Less than 10 minutes after the installers left I went to inspect the work and found the damage done by the installers. The installers did not inform me of the damages

After recording the damages with pictures I called freedom Auto Glass and spoke with [redacted]. He requested that I email the pictures of the damages to him and he said they would take care of the problem.

The following day I was contacted by [redacted] who claims to be the owner of the company. [redacted] scheduled a time to meet and review the vehicle and quote for repairs that I obtained from [redacted] Body Shop. [redacted] never arrived for the meeting. When I called back he said the rain in Arizona prevented him from being able to arrive on time due to people not knowing how to drive.

I quoted [redacted] the amount the body shop would need to repair the damages his company inflicted on the vehicle. The damages are in excess of 1,000 dollars. [redacted] replied that the cost was ridiculous and he has a guy who could fix it all for less than 80$. I offered to provide him with 2 more quotes and informed him that only licensed capable companies would be doing any mechanical work on my car. [redacted] became angry and left.

[redacted] rescheduled for another meeting to see the vehicle in person, but he never arrived or called. This morning 05/12/2015 [redacted] called to inform me he was on his way. When [redacted] arrived he took pictures of the vehicle. [redacted] then proceeded to tell me that his installers told him that the damage was "existing". He provided paperwork to me which was not the original paperwork the installers were using. I noticed that my credit card information was not on the paperwork. I told him that was NOT the paperwork presented when the installers arrived as my CC number was not present. the security cameras clearly show the Credit Card exchange between the installer and I. He then recanted and said this was an "office" copy and he had not seen the "field" copy. I am concerned that he possibly intended to defraud with forged documents. The documents [redacted] presented said the customer would call in the credit card at a later date. I believe [redacted] is attempting to defraud by saying I never paid them. Fortunately as I stated the Credit card exchange is on video.

[redacted] said he would not honor repairing the damages since his installers told him the damages were already there and I had not paid them for the initial windshield repair.

this information will be forwarded to the [redacted] as well regarding the possible fraudulent documents.Desired Settlement: Freedom Auto Glass needs to pay for the damages their installers inflicted on my car during the windshield install.

An apology for attempting to provide me with fraudulent documents would be nice as well.

Business

Response:

The damage done to Mr. [redacted] vehicle has been reported to our office as preexisting. Mr. [redacted] called the office to report the damage on Friday; the day after the job was completed. When Mr. [redacted] called he informed Freedom Auto Glass that he already had a quote from [redacted] and he expected the full amount of the quote to be paid to him in cash, on the spot. This is not something Freedom Auto Glass is willing to do. However, Freedom Auto Glass is willing to pay to have the damage corrected as a measure of customer service. The only quote provided by Mr. [redacted] is excessively high. The quote reflects a cost of $656.08 for a new windshield, the exact service Freedom Auto Glass originally offered to provide to Mr. [redacted] for a cost of $205.00. Mr. [redacted] did provide credit card information to pay for the original $205 agreed upon amount, however, Freedom Auto Glass never processed the credit card. Mr. [redacted] is able to use the original money he agreed to spend in order to purchase a new windshield. Freedom Auto Glass decided not to charge Mr. [redacted] credit card for the job as the customer was not happy with the service. Freedom Auto Glass is willing to pay [redacted] Collision Center directly for the additional repairs required for his vehicle. This includes the instrument panel, pillars and related labor charges. Freedom Auto Glass would be happy to provide billing information directly to [redacted] Collision Center and help Mr. [redacted] schedule an appointment for the service.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The damage that freedom auto glass installers did to my vehicle includes the neoprene seal which has been sliced several times. The auto body shop will need to remove the windshield in order to repair the vehicle. Thus far Freedom Auto Glass has acted in bad faith. I reported the damages to my vehicle on the day of the install. I spoke with [redacted]. from freedom auto glass on the phone and via email correspondence immediately after I inspected the vehicle. I went to a repair center that afternoon to as the damages.

Regards,

Business

Response:

Freedom Auto Glass is committed to customer satisfaction. We are in receipt of the estimate from [redacted] to have the damage corrected. It is normally not our policy to pay a customer directly for damage (we normally pay the repair shop directly), however, we are willing to make an exception in order to resolve this matter. We are willing to send this customer a check for $642.98, which will cover the cost of repairing the instrument panel, pillars, and all related labor charges, and also will cover the fair and reasonable cost of another windshield replacement. We will await a call from the customer so we can confirm his acceptance of our offer, as well as his address, to mail the check. We are also happy to help him schedule the appointment for the repair service.

Review: I was supposed to get my vehicle fixed one day and waited HOURS for someone to show up. I finally called upset and was told that someone would call me back again and nobody did that day. I finally called the following day upset and got the run around ultimately ending with me being hung up on and told by the manager to use another company.

Business

Response:

Mr. [redacted] called Freedom Auto Glass to replace hiswindshield. When filing the claim with the insurance agency, Freedom AutoGlass was informed that the customer has a $500 insurance deductible.Mr. [redacted] never had a confirmed appointment with FreedomAuto Glass, as we did not receive confirmation of coverage from his insurance.This was explained to Mr. [redacted]. Mr.[redacted] became very upset over the issue with his insurance company. Freedom AutoGlass offered to call the insurance company, on a three way call, with Mr.[redacted] in an effort to help the customer, who was insisting he did NOT in facthave a $500 deductable. Mr. [redacted] asked us to call him back between 12pm and 1pm inorder to make this call to his insurance company. [redacted], office manager atFreedom Auto Glass tried to call Mr. [redacted] twice during the hour he requested acall back. Mr. [redacted] did not answer the phone either time. Later that afternoon,Mr. [redacted] called the office. He spoke with a customer service rep who againoffered to call the insurance company with Mr. [redacted] in an attempt to help thecustomer. Mr. [redacted] was incredibly rude to Freedom Auto Glass’ customer servicerep. He was cursing and raising his voice. The customer service rep was intears. Office manager, [redacted], took over the phone call. Mr. [redacted] told theoffice manager that if our employees did not “have the skin” to do their job theyshould not be employed here and proceeded to once again start cursing. Mr. [redacted]was politely told that at this point there was nothing we could do to help himand that we would be happy to refer another glass shop for his work. Mr. [redacted] then called back and spoke to the owner of the company.The owner offered to fax all insurance company paperwork we had for Mr. [redacted]to another glass shop and confirmed with him that we would not be able tocomplete the job for him. No desired resolution was listed in complaint by Mr. [redacted]and at this point Freedom Auto Glass is confused as to what Mr. [redacted] wouldlike for us to do for him.

Review: When requested for a windshield replacement, the technician told me that the Cowl for my car is a bit loose and it will be like after the installation of the new winshield. I agreed for that asked them to fix as it is after the installation of the new winshield. When I checked the cowl after installing the new winshield I see bit gaps between the cown and the winshield at multiple places, this is the not same before installing the cowl. it was just loose before installing the cowl but no gaps. I raised the same issue to the technician saw that and said you will get a call back tomorrow and will be see if it can be replaced with a new one, but did not confirm if it will be or will not be. He then asked me to add the same note and sign the work order. I mentioned that the cowl had loose with more gaps and signed the document . I have not received any call the next day. I then pro-activity called the Freedom Auto Glass and asked about the issue, then one of the manager has taken an appointment to inspect my car on a business day. The manager came and checked car and tells me that it is an Acura Issue not the installation, the cowl will be wrabbed due to excess of sun. But I did clarified him that the gaps that you are seeing here were not there before installing the new winshield. He then arranged a call with the technician after going back to the office and started lying that I the cowl was already wrabbed and I agreed and signed the work order before the installation, but the technician confirmed that it was after the fact. The Manager did asked to cut the call of the technitian(Fank) and should be good. The manager then tells me that any way I am not going to pay for the cowl and you have agreed and signed the document.Desired Settlement: I would like my cowl to get replaced with a new one since it was broken because of the winshield replacement.

Business

Response:

The cowl on this customer’s vehicle was damaged due to wear and tear before installation of his new windshield. This was pointed out to the customer during the standard pre-vehicle inspection and the customer asked us to go ahead and perform the installation of the new windshield. The customer also signed the work order noting the preexisting wear and tear. After completion of the job, the customer claimed that we further damage the cowl on the vehicle. This is not the case. A member of management has gone to inspect the vehicle and attempt to explain to the customer what wear and tear looks like on a cowl as opposed to damage. The manager also took the time to walk around the parking lot with the customer and find other vehicles the same make/model/year as this customer’s vehicle and point out the exact same wear and tear to the cowl. The cowl on this particular vehicle tends to warp in the Arizona sun over time. This is normal wear and tear. The insurance company, who is paying the bill for this job, will not cover the cost of the cowl as it is wear and tear and not damage. While Freedom Auto Glass did not damage the cowl and cannot offer to cover the cost of new cowl, in the interest of providing the best possible customer service, if the customer would like to purchase the cowl, Freedom Auto Glass would be happy to come out and install the new one for the customer at no cost (making the standard labor and trip fees free to the customer).

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The cowl was not damaged before the installation, it was not 100% sticky to the winshield before the installation. I was told that they will put it back like the same. however after the installation of the winshield there were huge gaps(as if some one bend it) in the cowl at multiple places. when asked about that they said, they will talk to their manager and try to replace it. After raising the issue they asked me to sign the document acknowledge the same after installing the winshield. I acknowledged that there are more gaps after installing the winshield. The Manager/representative who came to check the cowl is saying that these gaps were there before installing the windshield. This Manager/representative did not know how the cowl was before installing the winshield. How can this person certify this is how it is before the installation. As a customer I have seen the cowl before and after installation and had a conversation with one of the technician who came to replace the winshield, before and after installation the same and raised my concern about the gaps in the cowl after installing it.

Regards,

Business

Response:

Freedom Auto glass did not damage this cowl, the customer acknowledged previous damage. In the last response to the customer we offered to cover the labor on a replacement cowl. While freedom auto glass is not able to offer a new cowl for this customer, we will change our offer to cover both the labor charges and half the cost of a new OEM cowl, in an effort to provide outstanding customer service.

ABOSLUTELY TERRIBLE COMPANY. I made an appointment and they gave me a time frame within which they would replace my windshield. This would have been convenient had they ACTUALLY SHOWED UP. I had plans for the afternoon and had to cancel all of them because of this! Would not recommend!