ComplaintsforAuto Glass Now

• Initial Complaint

  09/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I came this facility to repair the back window of my vehicle and had a pinhole crack in my front windshield that they ended up shattering. When I inquired about it, they said it happened when the window was rolled down and it was going to happen anyways. They offered a $100 discount but I didn&#**;t actually receive that. I would like the business to repair my front windshield since they damaged it.

  

  Business response

  09/27/2024

  Hello, 

   

  We understand your frustration. I will forward this to management and see what we can do to get this resolved. Someone will be reaching out to you within the next day. 

   

  Please respond if you do not hear from management within the next 24 hours. 

   

  Thank you, 

  Customer Support Manager

  Customer response

  10/02/2024

   
  Complaint: 22344197
  
  I am rejecting this response because:
  I havent heard back from anyone. 
  Sincerely,
  
  ******** ********

  

  Business response

  10/03/2024

  After discussing the events with all parties involved, none of the glass damage was at fault of our technicians. Therefore, we cannot provide a free replacement for a glass damaged prior to coming to the business. 

  Customer response

  10/04/2024

   
  Complaint: 22344197
  
  I am rejecting this response because:
  My complaint has still not been addressed. My problem is that I had a small crack in my window that did not need immediate replacing that was further damaged by your technician to the point of needing immediate replacement. When speaking w staff and management they were all very condescending and passive about my issue of them mishandling my property. The managers response was it was going to happen anyway and it could of just happened while I was driving down the road as if I didnt drive down the road to get there w o it happening. My second complaint is the passiveness of the business instead of finding a way to make me satisfied with choosing to do business with auto glass now. 
  Sincerely,
  
  ******** ********

• Initial Complaint

  08/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 8/2/24 @ 8am I had auto glass now replace the windshield In my car.I thought they did a good job.On the way home a semi dropped a hunk of **** and I had to schedule an appointment to have chip sealed.On 8/3/24 while I was driving to auto glass now I herd a rattling noise. After looking for it I located the rattle it was comming from the forward facing camera cover.. I thought it was just loose from the windshield being replace the day before and that auto glass now would fix it when they fixed the rock chip.When I got to auto glass now I talked with the manager... she said don't worrie about it we will fix it right now.After she told me my car was done I asked if she fixed the camera cover... she said yes..At 130pm on 8/3/24... I went to get food with my girlfriend and we noticed the camera cover was not secured... it then fell of as we were pulling in for fast food.Once it came off it became clear what was wrong... *** of the clips on the forward part of cover has been broken... and the very person who had told me not to ****** had tryed to fix with a wad of tape. Shoved into gap of cover and windshield.I was shocked about the way auto glass now employees would purposely hide damage to paying customers cars.I'm in complete dis belief about they way it was "fixed".. placing a small piece if balled up tape between windshield and cover..Completely lied to... and had damage to what I think is a very nice car. I want my car fixed properly... I want all employees who were part of hiding damage and applying tape to a 33k car to be reprimanded... and trained on proper protocols when accidental damage occurs when working on a clients car.I get that things get damaged... I do not get the balled up tape..I do not get the it's fixed... it's good... when they chose to fix improperly.

  

  Business response

  08/05/2024

  Hello, 

   

  We have passed this along to senior management. They will be updating me on the status and action we are taking to ensure this is resolved. 

   

  I will update this file upon update from management team. 

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Upon arrival I was told that they needed to check to make sure they had the windshield available (although I had scheduled my appointment 5 days in advance). Once they confirmed that the windshield was available, I was told I would be able to price match with Safelite upon having my vehicle serviced. This was through their customer service department whom I booked the appointment with. I showed proof of my quote from Safelite and was still given a higher price than what I was quoted from Safelite. Even after being given a higher quote and them not truly honoring the price match, I still proceeded to continue with the service. Prior to them starting the service the lady shows me the new windshield that they would be using to replace my damaged one. Well the new one that they would install had a big chip on the corner of it. The worker then proceeds to tell me that she doesnt feel comfortable putting that windshield in because it can cause additional cracking and damage. Ok, thats perfectly understandable, but she then proceeds to tell me that they would have to order a manufacturers windshield and it would be at a higher cost. I say you can order it but Im not paying the price difference. She then tells me I would have to pay the price difference if I would like to have the work done. I just told her its ok and got my keys and left. I honestly feel that they intentionally brought me a chipped windshield on purpose when they had to price match their competition. I would never go back there nor ever recommend them to anyone.

  

  Business response

  08/05/2024

  Hello, 

  I have sent this off to the management team to review. We will make sure the customer is contacted and update this claim with plan of action. 

  
  Thank you for bringing this to our attention. 

   

  Best, 

  *****

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a back glass replacement with Auto Glass Now (AGN) for my 2007 ****** Outback for June 5th. When the technician left, he told me to not worry about the broken glass in our driveway. There was broken glass everywhere: in our driveway, our neighbor's driveway, the sidewalk, the street, in our lawn, and in my trunk, as well as fasteners from some part of my car's hatchback left in the street. I spent an hour and a half cleaning up.June 7th: I noticed the spoiler/third light mount was loose. The AGN office was closed, so I called them first thing on July 10th and they told me that they would open a ticket and someone would get back to me. June 12th: called back for an update, and they told me they couldn't find the ticket and needed to open a new one. I never heard from anyone at AGN.June 13th: my spoiler flew off on the highway. I went to the AGN shop at **************************************************** to tell them what happened. The receptionist told me they would talk to their manager, and I waited for 45 minutes in the waiting room. They were unable to think of a solution, and told me they would call me in the morning.June 14th: I called them in the afternoon for an update after not hearing anything. They told me they had ordered a part off ***** and weren't able to give me a timeline for the repair. I never received a follow-up.July 1st: called for an update, and was told that the part had arrived but had not been painted yet. July 2nd: I received a call from a regional manager to tell me that the part had not arrived and that we should pursue a repair at an autobody shop. I said ok, and he said he would call the shop and get back to me.July 5th: I called the shop on *********** and asked to speak with the manager. After 5 minutes, the receptionist came back and said he was unable to find them. I have been unable to get clear information or a follow-up call. It feels like I am being stonewalled by AGN, and they are waiting for me to give up on the repair.

  

  Business response

  07/08/2024

  Good morning,
  
  We want to apologize for any inconvenience, as we strive to always provide a positive experience for our customers at **********************, and were sorry we fell short of the customers expectations. The local District Manager will be reaching out to the customer.
  
  Best Regards,
  
  **********************

  Customer response

  07/08/2024

   
  Complaint: 21947166
  
  I am rejecting this response because I received this response after contacting the corporate office on Friday, and have yet to hear from the District Manager. It has been 4.5 weeks since I reported my warranty claim, and no progress has been made on repairing my car, and the business has not provided any updates on their progress in reaching a resolution.
  
  Sincerely,
  
  ******** *****

  

  Business response

  07/10/2024

  I have reached out to upper management to ensure that this problem is rectified quickly and customer is contacted asap. 

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction was supposed to be 6/12/24. I received a text to confirm my 8am appointment on 6/11/24. I dropped my car off with key and detailed information on envelope into overnight lock box. I inquired about my windshield service at 11:30am as I was hoping to pick up my car soon. I didn't hear back until 12:30. Evidently the windshield was not delivered and they couldn't install, however it "was on a truck on the way" and may be installed later in the afternoon. The online hours stated they were open until 6pm and I tried to confirm that time but nobody responded. I arrived to pick up my car at 5:30 pm, nobody was there, everything locked up and no car to be seen. The windshield did not get replaced. I am hoping to pick up my car soon today.

  

  Business response

  06/24/2024

  Good afternoon,
  
  We want to apologize for any inconvenience, as we strive to always provide a positive experience for our customers at **********************, and were sorry we fell short of the customers expectations. The local District Manager will be reaching out to the customer.
  
  Best Regards,
  
  **********************...

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This place replaced the glass window of the hard top of my 911 convertible. Originally, the original owner of the car got this taken care of under their insurance and they mentioned that it would take a few months to get the glass since it had to come from *******. Within the time that they performed the work, the owner sold me the vehicle and I took delivery of the vehicle on December 8 The glass seemed ok at the time, however, shortly after the interior seal came undone. I tried calling them to resolve the issue and they mentioned that they would not warranty the repair due to the change of ownership, however, I tried to explain that this happened due to a poor install I'm asking to get this fixed since this repair was already paid for and this place performed a poor job

  

  Business response

  06/06/2024

  Hello ********, 

  Thank you for sending this in and I do apologize for the inconvenience you are experiencing. Our warranty guidelines are to warranty the workmanship of the vehicle for as long as the initial customer owned the vehicle. When you purchased the vehicle from the owner, the warranty is unfortunately voided. This does NOT mean we cannot help you, however, I will be forwarding this to upper management and see what we can work out for you. Someone will be in touch to discuss other options of rectifying the issue outside the warranty the we offered the original owner. 

  Thank you, 

  Customer Support Team

• Initial Complaint

  05/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  About this time last year, June July 2023 we had a problem with windshields busting. I dont know why but a lot of them were busting I drive a 2015 ****** tundra and I needed my windshield replace so I went to auto glass on **************** in ********, ****, thats what they do, I had my glass repaired there. It lasted OK for a little while, but then we had some monsoon rains and I noticed my car would just not turn over. It was the *** board that sits in between the firewall finally about three or four months ago, my vehicle stopped Starting up and I was in the mall and couldnt figure out why didnt turn over. I took it to one shop ******************* and they couldnt figure it out so being that it was a ****** I said well lets take it to ****** Direct. they came down to where the *** board was drenched wet , the mechanic said I have a copy of the paper that the windshield was letting water trickle down into where the *** board wires were wet and everything was building up in there after I got the car running paid for the board which was 3000 something dollars to get the windshield fixed which the mechanic told me needed to be done immediately or I would be in trouble again with the problem I took it back to the **************** windshield place. They had their top mechanic come in and replace my windshield and I overheard them talking saying who put this one in in the first place. It was not correct. It was put in wrong. They immediately tore out and put a brand new windshield in , and they apologize they even admit it through their voice that the apprentice put the windshield in wrong, which caused the problem. I need them to pay for my *** board that got wet because the windshield was put in wrong where it leaked. They tried to tell me it was because of the sunroof it was not because of the sunroof. I paid $63 And got it checked out and it was fine. *** called them time and time again to correct the situation but they always give me the runaround.

  

  Business response

  06/03/2024

  We apologize for the inconvenience and will be reviewing this in further detail to see if what we can to better your experience and ensure that we are communicating with you timely and efficiently. We will be in touch with you within the next business day, and have passed your comments along to upper management and will make sure someone reaches out within the next business day. Thank you for letting us know and someone will be in touch soon. 

  Customer response

  06/10/2024

   
  Complaint: 21775021
  
  I am rejecting this response because:

   

  See attached
  
  Sincerely,
  
  ***********************

  

  Business response

  06/11/2024

  Hello, 

  I am forwarding all correspondence to the shop manager to see what solutions we can agree upon to rectify this situation or come up with a solution on moving forward in a positive direction. 

   

  A manager will be in touch with you shortly to resolve this matter. 

   

  Customer Support Management

  Customer response

  06/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Predatory business practices. Seeking to replace windshield glass on my car. 1st reschedule on the day of because "the glass broke", 2nd reschedule on the day of because "the glass broke". After some questioning the representative admits the glass didn't break and was instead never ordered. This is predatory business practices that wastes the time and money of the consumer.

  

  Business response

  05/13/2024

  Good morning,
  
  We want to apologize for any inconvenience, as we strive to always provide a positive experience for our customers at **********************, and were sorry we fell short of the customers expectations. The local District Manager will be reaching out to the customer.
  
  Best Regards,
  
  **********************
  
  
  Thanks, hope you have a wonderful day!

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They broke the hood latch to my ********** and refused to pay for it because I didnt want to wait on them to send me from place to place to get a quote I went to the dealership and got it quoted and fixed the same day. As I no longer live in this city, nor do I have the type of time ************************** (store manager here) thinks I have! DO NOT GO TO THEM FOR ANYTHING! They will break things and refuse to pay for them! AFTER charging me the exact same price the dealership quoted me for a windshield!! Terrible service, ******************* and Terrible prices !!!!! I went back to fix mf mirror that broke yesterday. And tried to speak to **** outside. He was rude did not want to listen cursed me out threatened to call the cops on me tried to get inside my vehicle and remove it without my permission

  

  Business response

  04/19/2024

  Good morning,
  
  We want to apologize for any inconvenience, as we strive to always provide a positive experience for our customers at Auto Glass Now, and were sorry we fell short of the customers expectations. The local District Manager will be reaching out to the customer.
  
  Best Regards,
  
  **********************

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This business damaged my vehicle paint with its lack of professionalism and then attempted to lie about the damage and intimidate me. They also told me I would get a call from a district manager in a few minutes but that was also a lie its been a hour passed as Im writing this complaint and no attempt to remedy this issue has been made. At no time was I told to sign a waiver for any damage that *** be done do to the nature of the work. The desk worker was very unprofessional and a poor lier and all she could do is claim she didnt break a window as if to chastise me for my situation. Or make the initial lies about the paint damage being already on the vehicle before I turn it in to be fixed.

  

  Business response

  04/03/2024

  Good afternoon,
  
  We want to apologize for any inconvenience, as we strive to always provide a positive experience for our customers at Auto Glass Now, and were sorry we fell short of the customers expectations. The local District Manager will be reaching out to the customer.
  
  Best Regards,
  
  **********************

  Customer response

  04/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

*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. ↩