ComplaintsforAuto Glass 2020

• Initial Complaint

  06/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a windshield replacement from this company 2 years ago. Since then, I have been CONSTANTLY called/texted by them trying to solicit more business. Each time, I ask them to remove me from their list, and that I no longer want any contact. They continue to call and text me. They don't have my name correct in their system.I just spoke with one of the people who works for them. He advised that he was truly sorry, but that the company creates these lead lists for them to call. He said he took me off his personal list, but that I would likely continue to be contacted by other representatives for the company. He said there is absolutely no way to get off of this list. I asked him what he would do in my situation, and he said to file a complaint/report with the **** I told him I was already filling out a complaint with the BBB and his response was that it simply won't do anything. So we'll see I guess. Going to submit this, and then head over to the *** too. If it continues, I'll call the police and/or consider legal action. This can be so easily resolved by just removing my number from the system that you distribute out to all of the people who you assign to follow up on leads. I am not a lead. I'm starting to become a victim. I am requesting a full refund of services and to be left alone.

  

  Business response

  06/21/2024

  Thank you for reaching out to us and sharing your concerns. We value your feedback and take every customer inquiry seriously.

  We have made note of the information you have provided and you will be unsubscribed from our contacts and put on a DNC registry.
  
  After carefully reviewing your request for a refund, we regret to inform you that it does not meet the criteria for a refund as outlined in our refund policy. Our policy is designed to ensure fairness and transparency for all our customers, and it specifies the conditions under which refunds can be issued.

  We understand that this may be disappointing news, and we sincerely apologize for any inconvenience this may cause. If you have any further questions or need additional assistance, please do not hesitate to contact our customer service team. We are here to help and want to assist you in the best way possible.
  
  Thank you for your understanding and continued support.
  
  
  
  

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  **** from Auto Glass 2020 reached out to me via text on April 5, 2024. He let me know that I could get my car windshield replaced and receive a rebate of up to $250. I responded and let him know that I was in need of those services, and he asked me for the year, make, and model of my car. I let him know that I have a 2012 ******* Elantra Touring, as seen in the text messages provided. He let me know that he will start working on getting a rebate amount calculated once I give him the name of my insurance company. He called me later that day, and we spoke with AllState. He let me know that I got approved for a $120 rebate. It took a few days to get everything scheduled, and I got my glass replaced today. I received a text message saying that there was a mistake on ****'s part saying that the quote provided was incorrect because "touring" was not added in his original quote. I was then told that it was my fault for providing false information about my car and that if it were ****'s error, they would pay out the quoted amount. When I asked for proof that it was an error on my end, I was told that they were not going to do that. He let me know that the profit received from the insurance company was $140, and because of that, they were only able to give me $47 back. When I spoke with **** and asked to speak with the owner who gave him my "resolution" options, he said, "He does not want to talk to you," in a condescending tone, without even considering my request. After a few minutes of speaking with ****, ****'s manager, I was hung up on. I sent the picture I provided here, proving that I did, in fact, provide accurate information about my car, and they have not responded with a resolution. If I had known that my rebate would have only been $47, I would have chosen to go with a local company, which would have increased my rebate percentage. Due to this immoral business practice, I have lost out on $73 and would like this to be addressed with the business. Thank you!

  

  Business response

  04/25/2024

  Greetings ***************************

  Thank you for bringing your recent experience to our attention. We sincerely apologize for any inconvenience you may have faced. We strive to provide the highest quality of service, and it is clear we fell short in this instance.
  as a token of our commitment to your satisfaction, we have processed a full incentive amount, which you should receive shortly. Additionally, we have taken this opportunity to further educate our team, and the employee involved will be undergoing comprehensive customer sensitivity training to ensure that such an incident does not recur.
  Your feedback is invaluable in helping us maintain and improve our service standards. If you have any further concerns or need additional assistance, please do not hesitate to contact us.
  Thank you for your understanding and continued patronage.
  Warm regards,
  Autoglass2020

  Customer response

  04/25/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  Kali Noudelman
  
   
  

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received a windshield replacement from this company 2 years ago. Since then, I have been CONSTANTLY called/texted by them trying to solicit more business. Each time, I ask them to remove me from their list, and that I no longer want any contact. They continue to call and text me. They don't have my name correct in their system.I just spoke with one of the people who works for them. He advised that he was truly sorry, but that the company creates these lead lists for them to call. He said he took me off his personal list, but that I would likely continue to be contacted by other representatives for the company. He said there is absolutely no way to get off of this list. I asked him what he would do in my situation, and he said to file a complaint/report with the **** I told him I was already filling out a complaint with the BBB and his response was that it simply won't do anything. So we'll see I guess. Going to submit this, and then head over to the *** too. If it continues, I'll call the police and/or consider legal action. This can be so easily resolved by just removing my number from the system that you distribute out to all of the people who you assign to follow up on leads. I am not a lead. I'm starting to become a victim.

  

  Business response

  03/07/2024

  We sincerely apologize for any inconvenience our calls may have caused you. Your comfort and satisfaction are of utmost importance to us. We are dedicated to providing excellent customer service, and part of that commitment involves respecting your communication preferences.
  

  To ensure this situation is rectified immediately, we have updated our records to limit our communication frequency and will honor your preferences moving forward.  Should you have specific instructions on how you wish to be contacted such as the best times to reach you, please let us know. Your feedback is invaluable to us, and we are here to make your experience as positive as possible.

  
  Thank you for bringing this to our attention.

  
  Warm regards,

  ************************;

  Auto Glass 2020 LLC

  Customer response

  03/07/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution (no more future contact from the company) would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

  Customer response

  05/29/2024

  I filed a complaint with the BBB 2 months ago (dated 03/05/2024) for the harassing calls and texts I've received ever since I did business with this company 2+ years ago. That complaint was marked as "resolved" by myself after a response came in from AutoGlass 2020 stating emphatically that they would absolutely remove me from their contact list. Here we are today, 05/23/2024, and I have again been called. This unending contact is definitively criminal in nature. A police report is now being filed in my township.
  

  
  

  

  Business response

  06/24/2024

  Dear ****************,

   

  My name is ****** and I want to say I understand your frustration and that I am personally doing everything I can to make sure this is resolved. 

  I went through our entire database multiple times but could not not find *************************** but I came across a *********************** that had similar info. I went ahead and removed that in hopes it will be the solution to this issue.  

  I can assure you that we have no desire to harass people or upset them in anyway. We are a family owned company and I have been with them for many years and we strive for our customers satisfaction.

  I hope this helps ****************, and please feel free to call me anytime at ************. 

  Than you

  -******

  Customer response

  06/27/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  09/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Aug 30, I contacted the business about repairing my car window. Spoke with sells agent ******. We made the appointment for them to come to my home on the 1st @ 8a. She then received a $50 payment from me to order the glass..she told me they had the glass and the cost would be $245 for the repair. Stating that $195 would be due upon completion of the work. We agreed and everything was set. Well on Friday September 1st I received a text message at 9:32a that they did not have the glass and would have to order a more expensive glass which would be on backorder and that the price would not be $400... at this point I tried calling ****** and she didn't answer my calls. So I called the receptionist and spoke with her about cancelling and refunding my $50 deposit. She claimed to have issued a refund; she said give them until the following Thursday 7 days, so I did. On Saturday September 9 I called back about my refund and I was brushed off... the person who answered the phone stated that the boss would have to issue the refund and that she would have said boss give me a call. Today is September 11th No call from this company and still no refund.....

  

  Business response

  02/06/2024

  Thank you for bringing your concerns to our attention. We want to assure you that we have already processed the refund for your $50 deposit. We appreciate your patience in this matter. If you have any further questions or if there are additional ways we can assist you, please feel free to contact us. Thank you!

  
  

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my Audi q8 to get windshield replaced. After 3 hours they were unable to recalibrate the window sensors to the new windshield. They promised to pay for recalibrating at my dealership. When came to to pay the dealerships they lied and said they never promised to pay.

  

  Business response

  02/06/2024

  Thank you for reaching out to us regarding the previous concern. After reviewing our records, it appears that the issue was addressed and resolved some time ago. We appreciate your feedback and want to ensure you that your satisfaction is our priority. If you have any lingering concerns or if theres anything else we can assist you with, please dont hesitate to let us know.

  
  

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted 2020 Auto glass to have my cracked windshield replaced. They responded quickly and got me set up. The installer came out and installed my new windshield in less than 20 minutes. I got in my car at the end of the day and had a collision senor error. I contacted the company and they sent out someone to recalibrate the sensor. He was unable to do so. Stating that something went wrong during the install and **** would be in contact with me first thing Monday morning. That didn't happen so I sent him a text. Still no reply. The installer called me and told me he was on his way to me. I didn't schedule an appointment. I explained that I was home that day and turns out Im too far out of route. I texted **** again regarding the installer and the lack of his communication. He called me and scheduled the installer to come fix the issues. Sensor and air leak from right side of windshield. He shows up discovers the air leak issue and shows me the sensor he broke during the initial install. He told me the office would be in contact. They have to order a new piece. At the end of the day the calibration tech called me to let me know he was on his way. I explained that there was no need since the installer broke the sensor. He was unaware because there was no communication within the company. As of now, they have not made contact me so I texted **** again regarding the broken sensor. No reply. I sent a text to ***** asking her for a manager or owners contact information. She stated she would assist me regarding the issues. As of now (the next day) I have not been contacted. I have been very understanding through this entire process but I explained to them the ****** cash back is not worth the frustration of unprofessional behavior of ****. I am frustrated with this company for lack of communication and lack of care when installing a new windshield. I will also be contacting my insurance company to file a complaint about this company.

  

  Business response

  05/03/2023

  Hi *****,

            Thank you for reaching out, the issue was moved to upper management and it shows in our system we have you scheduled for an appointment to get this resolved. Please let us know if there is anything else we can do to help. We appreciate your time!

  Customer response

  05/05/2023

  I have never been contacted by upper management regarding my complaint. Yes, they did schedule the same tech to come out and attempt to fix the air leaks in the windshield and to replace the sensor. I will waste yet another day off waiting for them to come fix these problems. I am disappointed that ***** from upper management has reached out regarding my concerns. 

  

  Business response

  02/21/2024

  ************,
  
  Thank you for reaching out and for sharing your concerns with us. We truly appreciate your patience and the opportunity to address this matter.
  
  After a thorough review and several attempts to find an amicable resolution, we regret to inform you that we have reached the limits of the solutions we can offer in this situation. We understand this may not be the outcome you were hoping for, and we sincerely apologize for any inconvenience or disappointment this decision may cause.
  
  Please know this decision was not made lightly. Our team has invested considerable time and effort to explore every possible option within our policies and capabilities. We are committed to providing quality service and support to all our customers, and part of this commitment involves making difficult decisions when circumstances fall beyond our scope of resolution.
  
  Although we are unable to take further action on this particular issue, we value your feedback and will take it into consideration as part of our ongoing efforts to improve our services and customer experience.
  
  If you have any other concerns or need assistance with a different matter, please do not hesitate to contact us. We are here to help in any way we can within our capacity.
  
  Thank you for your understanding and for giving us the chance to serve you. We hope to have the opportunity to better meet your expectations in the future.
  
  Please let me know if there is anything else you might need and please feel free to call me directly at ************
  
  Thank you!
  
  
  
  *******************
  
  Marketing Assistant
  
  Digital & Admin
  
  ****** Inc. 
  
  
  
  ********************
  
  
  
  **************
  
  
  
  *** | WA
  
  
  
  ******.com
  
  
  

• Initial Complaint

  04/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  It was agreed by business and myself that I would receive rebate/cash back for my windshield installation. I made it a point to be clear I wanted that before the appointment had been made. ******* was who I was working with and she communicated via text the rebate amount so I went forward with appointment. On appointment day, I reached out to see what I needed to get my cash back and she told me I just needed to request the funds. I have requested the funds twice via Zelle and it has not been sent to me. I have called the business with no answer and have reached out to ******* with no answer so I believe I was scammed by giving them my business with no intention from them to give a cash back. Super frustrating since I could have gone somewhere else then.

  

  Business response

  10/24/2023

  Thank you for reaching out, this was actually resolved immediately but the customer still has not correct her complaint.  The customer was in fact given the incentive, there was no issue on our part and the customer had agreed to correct her complaint but has yet to do so.

• Initial Complaint

  09/08/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Company sent a factory defective windshield which was installed after I notified the installer there were marks in the black portion, then couldnt align or install it straight showing inside portion of A pillar (which was obvious, because the clips were further away from the side on the drivers side, wanted to install moldings that had broken, and kicked a molding he dropped on the ground. The company responded saying they had done me a favor by installing the factory glass, but that despite all their errors, would come back and I HAD to use the same installer to put in cheap aftermarket glass. They really wasted my whole day with their incompetent installation and failure to fix their mistakes properly.

  

  Business response

  12/13/2022

  In response to this BBB complaint, ************************* needed a windshield replaced on his 2011 ***** XC60. The customer was requesting and adamant on using only an OEM windshield on his vehicle. We requested approval thru his insurance which they denied and is completely out of our control. However we had an extra OEM windshield that fit his vehicle in our company inventory. We went above and beyond as the insurance wasn't even going to cover the full cost of the glass being that it was more expensive then what they even approved. After the installation ******* was not happy with the piece of glass saying it was damaged. We were more than happy to install a new piece of glass for *******, however it was not going to be OEM because as previously stated the insurance had denied OEM.  As we stand currently we will still honor replacing ******** windshield with the appropriate approved part at no extra charge to *******. Feel free to contact us or ******* can contact us directly anytime to get that windshield replaced if he would like. Thank you so much and appreciate your time. Happy Holidays.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩