ComplaintsforNuVision Auto Glass

• Initial Complaint

  08/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We have been dealing with NuVision since April 2024, and have yet to get my window calibrated. The Manager, *********************, has not been helpful nor has he followed through with his word of assisting us in getting this matter resolved. They were quick to charge my insurance over $1k but have failed to complete the install. Not to mention, the $150 check I received, got RETURNED from NuVision bank. I had to call them and inform them, as they had no clue. They stated their account "got hacked", and the Manager herself, *****'d me $185 from her PERSONAL ACCOUNT. Last I checked, handling personal and business funds are not permissible. I have checked in with *** every month, sometimes multiple times, and I get the same answer of "the dealership still has windshields on back order, bla bla bla." ALL I need is for it to be calibrated. It has now become a hazard!Please see that someone contacts me immediately regarding this matter!

  

  Business response

  08/13/2024

  NuVision Auto Glass recently replaced the windshield on ************************** 2016 ******** Escalade. Unfortunately, the vehicle did not calibrate properly, which we believe is due to the continental camera. We have contacted her insurance company and requested *** glass. However, the *** glass for this vehicle is currently on national backorder.
  Our warranty manager has been in communication with ********************** to address this concern. We understand and share her frustration and disappointment, but the backorder situation is beyond our control. We have already ordered and paid for the glass and are in line to receive it as soon as it becomes available.
  As soon as the glass is delivered, we will contact ********************** to schedule installation and calibration for the very next day. Our Director of Customer Success has reached out to ********************** via phone and text messaging. We fully intend to resolve this concern. 

• Initial Complaint

  07/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Technician came out to fix my windshield. Prior to them coming out it was confirmed a 75$ rebate check would be given to me upon completion. The technician gave me the check and I didnt check before he left- ****** learned. The check is not signed and my address is incorrect so I cannot cash it. I received a text from someone a Nuvision saying I should send them my Venmo or PayPal. I did that and have received nothing. Ive called about 10 times and keep getting transferred. I thought this was going to be an easy process but its been anything but that. I dont care if you electronically transfer or send me a check. But I need my rebate check.

  

  Business response

  07/06/2024

  NuVision Auto Glass did complete a windshield installation for ******************************* on 7/1/2024. The rebate check we sent with our installer did not have a signature on it.  We have coached our employee to make sure we are thorough when completing assignments. We did send the rebate on the same day as installation 7/1/2024  to Miss **************; venmo account.  We do apologize for any inconvenience this may have caused. 

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They installed a new windshield on my car, however the installer could not get a part of my rearview mirror back on, so he took it with him, saying he'd get a replacement part. I've called the company and no one knows what is going on over there. I just get transferred around and told 'someone' will get back to me, but no one returns calls. They need to replace that part that the installer took.

  

  Business response

  06/24/2024

  I have spoken to ****************.  We have ordered and paid for the parts needed to fix ******************** 2015 Porsche Boxster.  We sincerely apologize as our warranties manager was out of the office for a few days.  We were working on this issue with our parts team but unfortunately our warranty manager has been out for a few days and no one explained this to ****************.  We will coach our agents. **************** is aware and understands, he does have access to me and I will be the liaison between the warranty department and our customer.  The parts should arrive this week and we will get them installed. Thank you 

   

   

  Customer response

  06/24/2024

  
  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

  04/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I scheduled a windshield replacement for nuvision on april 13th, he was supposed to come between 9am and 1pm. He calls me at 230pm and tells me he is running behind and won't get to me until 4 or 5. He then calls me around 4 or 5 and says he can't come until 630 can he come the next day. I say okay and he tells me he will come around 10 to 2. He doesn't show up until 3pm april 14th. He takes an hour or so before he calls my boyfriend and tells him that my battery died while trying to recalibrate my car after the windshield replacement and he needs a jump. My battery is newer and never had issues so I have no idea what he did to fry it. He also had all of his children with him which was very concerning and unprofessional. He then tells me if he continues to try and recalibrate my car he might fry my cameras and can he come back Wednesday. I say okay and then he never shows up on Wednesday april 17th. I spend the next 2 weeks trying to get a hold of the company as none of my safety systems work now since it's not calibrated. I am told repeatedly someone will call me back and no one ever does. I finally got scheduled for today April 27th from 9a to 1pm. It's 130 and no one came so I call. Somehow hours later I found out my stop magically got deleted from the techs route. They tell me he can come from 3 to 5. It's now after 5 and the company will not answer me. This is unacceptable. My car does not work properly now because of this company and no one will help me fix it. I will never use this business again nor will I ever recommend them.

  

  Business response

  05/10/2024

  NuVision Auto Glass has been in contact with *************. Her vehicle did fail recalibration. We sent this to the warranty department and they determined we needed to replace the glass with OEM.  This has been ordered and Mss **** has agreed to schedule on 5/15/24. We are truly sorry for the inconvenience this has caused  and appreciate ************** working with us to resolve the issue. 

  Customer response

  05/11/2024

  
  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

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company has been spamming my cell phone for years. Im on the national do not call list. *** asked them to stop bothering me with out any response only to have them text me again with ads. This complaint serves as my final warning before I take them to small claims.

  

  Business response

  07/10/2024

  I do see that ************************* did reach out to NuVision Auto Glass and decided not to use our service.  I will contact our IT department and make sure that we do not market to ****************** in the future. We do apologize for any inconvenience this has caused as we do remarket our  customers and leads.  Thank you for letting us know and we will no longer market to *************************. Thank you 

  Customer response

  07/10/2024

  
  Better Business Bureau:
  
  

  I may have been in the market for a windshield years ago but that is in no way an excuse for their harassment.  I asked numerous times for them to stop contacting me yet my request remained ignored until I filed an official complaint. 
  

  I accept the response under good faith that they will finally leave me alone.  Be advised that further contact will result in a small claims lawsuit. 

  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

  03/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted NuVision Auotglass under the premise that they offered an incentive of $125 check + a gift certificate for a dinner at Rodizio Grill. The glass installers gave me a check without a proper signature, therefore I wasnt able to cash the check. They mentioned they could not sign the check and would let their office know. I have now called 3+ times, left various emails and have yet to receive assistance. This occurred on February 24th, 2024. I feel it is unfair that they advertised an incentive that I am not receiving fully. I did receiving the dinner certificate but i still have not received assistance in this $125 check I haven't been able to deposit and my attempts in contacting their office via email/phone have not been returned.

  

  Business response

  03/11/2024

  We apologize for the inconvenience regarding the $125 incentive check from NuVision Auto Glass. We take your feedback seriously and are actively addressing the issue to ensure a prompt resolution.  Our director of Customer Success, ****, has reached out to you to you. 

   

   

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my passenger window replace by Nu Vision (auto glass *******) on 11/10/23.I contacted them several times because the molding was coming off around the window. They would never make an appointment to come fix it. A couple of weeks ago the window stop working and I contacted them to have it fix under the warranty. i had an appointment schedule for 02/05/2024 and no one show up. I called them and was told that the tech did not show up because it was raining, it did not rain. the appointment was again scheduled for the next day and again no show. this went on all week, they missed 4 set appointments. When I call now they say someone will call me back but that never do. If they cannot fix my window then they can refund my money so I can get it fixed somewhere else.

  

  Business response

  02/15/2024

  NuVision Auto Glass did install a door glass on 11/10/2023.  We have contacted ***** and our warranty department is working with her to fix the issue she is having.  We will dispatch a technician on 2/16/2024 between 10-2pm.  We fully intend to resolve the issue with the door glass.

  Customer response

  02/16/2024

  The window was replaced today and seems to be working fine. The tech took a picture of the molding at the bottom of the window that was broke and states he will order another one. I will accept this resolution as so as they fix this broken part.  

  

  Business response

  02/19/2024

  Our warranty manager is contacting ***** to set an appointment for the warranty work that needs to be preformed. Thank you for working with us to resolve this issue.

  Customer response

  02/21/2024

  Still waiting for them to replace the broke strip on my window. the Tech took pictures when he replaced the window

  thank you

  *************************

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Nuvision auto glass replaced my windshield. 2 hours later, I drove 2 miles down the street and my windshield cracked from the top towards the bottom approximately 3 to 4 inches. Nothing hit the windshield. I called them and they immediately scheduled another appointment. The day of the new appointment they declined to replace the windshield before even showing up and looking at it without me filing another claim. There was a tiny circular chip that I believed was caused during their install but they claim it was caused by a new rock hit. There was also a 1 to 2 inch crack along the inside edge of the windshield that could not be damaged due to a rock that they couldn't explain. Nuvsion doesn't stand behind their product or warranty and have terrible customer service.

  

  Business response

  02/15/2024

  NuVision Auto Glass replaced *** ******** windshield on 1/26/2024. NuVision Auto Glass does have pre and post inspection pictures of the replacement.  **************** did contact us  crack on his windshield.  We followed our procedure by asking **************** for a picture so we can determine if we would be able to repair it.  The picture presented by **************** clearly shows new damage.  We did send a technician to his location who determined  this was new damage as well.  ************** did determine this is a chip from the windshield being hit by a rock most likely while driving.  NuVision Auto Glass always stands behind our warranty and workmanship, unfortunately we are not able to take responsibility for new damage.  

  Customer response

  02/16/2024

  As explained to them 2 hours after the install and after driving 2 miles down the street. Nothing hit my windshield. I believe this windshield was damaged in transit from their company or during the install process. They are never going to accept responsibility and do the right thing.

  

  Business response

  02/19/2024

  I do apologize but as we have shared with **************** the pictures of post install and there are no cracks or chips.  We did attempt to contact **************** to discuss this issue.  No return call at this time.  

  Customer response

  02/21/2024

  I received a message from their warranty department asking to schedule a time for them to replace the defective/damaged windshield. I spoke to someone, I believe his name was ****, and was told that they never called. I was told they had nothing in my file related to them replacing my windshield,and someone must have made a mistake. As for them having post install pictures, I dont believe these were ever taken, and this is the first time I'm hearing about any post install pictures. 

   

  I have scheduled to have safelite replace my windshield on Saturday and want nothing more from this terrible company.

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Work Order Number: ****** Vehicle Information: *****************- *********************** VIN: ***************** ****************** USAA Referral Number: ****** I contacted Nu Vision to replace a cracked windshield on my 2018 ****** Corolla IM vehicle in ********, *******. The claim would be paid through my insurer, USAA.Nu Vision contracted with me to come to my home on 12/28/2023 to replace the windshield. The technician arrived and asked me to roll down all my windows to facilitate the install, which I did. About 90 minutes later, the technician said he was finished and everything had gone well. He noted that he didnt perform the re-calibration but did not offer a reason. NOTE: The 2018 ****** Corolla IM requires a recalibration of all the cameras and sensors in the car after a windshield replacement. The entire vehicle runs off sensors several of which are behind the top part of the front windshield. As he was driving away- with no further explanation or instruction- I noticed that my windows had stopped working (all 4) and wouldnt go up. Also, the digital dashboard display was full of warning lights. I called the technician immediately on his cell phone (which he had provided) and told him of the problem, and asked him to return to check out the issue. He refused, and said it was my problem.Upon looking at the service manual online, I discovered these lights are all related to the windshield and missed recalibration. I called Nu Vision immediately and was told that they would send out a technician in 6 days to fix the problem. When the 6th day came (1/3/2024), I received a text message from Nu Vision saying the technician would NOT come out after all, and that they determined (how, I dont know) that my car had an existing electrical problem and they wouldnt do anything further. Note that this car has approximately ****** miles and is in new condition. It has never had any kind of electrical problem. In fact, ****** Corollas are renowned for their reliability. It defies logic that my windows had rolled down for the technician when he arrived, yet they failed to roll back up 90 minutes later as a result of an existing electrical problem.Further research from the ****** service manual, several phone calls to the service department at my ****** dealership, and online ****** resources confirmed that the 2018 ****** REQUIRES a full recalibration of the windshield and other sensors after a windshield replacement. Otherwise, the results are what I was experiencing (electrical issues and runaway warning lights).I tried contacting Nu Vision on seven subsequent occasions, speaking with Magic, ***, ***** and others from both their purported **************** and ********************* They always told me that their managers were not in the office but Id get a phone call the following day. In each instance, I explained the entire issue in detail, and the promised phone call never came. I tried emailing their corporate office, but received no response. I tried escalating the problem to any manager I could find but was consistently told that they arent in the office.My final phone call was on 1/5/2024 and their acting service manager said outright that they could not help me, would not send out a technician, and that it was plainly my problem. They even emailed me a fake and doctored post installation report which purported that my car had an existing problem and that was why they couldnt perform the recalibration. Which was false. It was obvious that their original technician didnt know how to, didnt have the tools, didnt have the time, or didnt have the desire to perform the recalibration.I contacted my local ****** dealership and they estimated that the repair would cost about $450 and that it is a frequent occurrence when a windshield is installed improperly. I am seeking reimbursement for the $450, and the cost of cleaning the interior of my vehicle which was flooded when it rained and I couldnt put the windows up.

  

  Business response

  01/11/2024

  NuVision Auto Glass has been in communication with **********. We provided a resolution, ********** accepted  and is satisfied.  Thank you

  Customer response

  01/15/2024

  
  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

  12/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In October 2023 Nuvision Auto Glass replaced my windshield and attempted to calibrate it. They were not able to calibrate it so I took my car to the dealer to have this done. Nuvision Auto Glass was paid for this service by my insurance company. Nuvision did attempt to refund me using Venmo. The payment went to a account called "@libmar". @Libmar is my email address, however the payment was send to a "***** Mar". One must wonder if this is short for my company *************** Too much of a coincidence to me. I am still trying to recoup the $328.50 owed to me. I am not getting any help from Nuvision.

  

  Business response

  01/09/2024

  A representative from NuVision Auto Glass has spoken with ********************.  We have agreed to pay the amount of ****** to ******************** out of customer care.  Unfortunately ******************* provided the wrong venmo account number to ********************** in writing.  We did infact send this reimbursement to the venmo account provided. ******************** is in agreeance.  NuVision considers this matter closed 

*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. ↩