ComplaintsforTigris Auto Glass

• Initial Complaint

  09/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 9/20/23 my boyfriend ***** called Tigress Auto to verify the could complete a new windshield recalibration and a lane departure assist recalibration. She confirmed they could he confirmed that included the emblem radar ***** confirmed yes, for $250 and to come on in! I went to Tigris Auto to have my windshield recalibrated including the lane departure assist recalibrated. ***** reconfirmed they would be able to do it. They were unable to complete the service and referred me to another company that could do it (Sunrise Auto). However they still charged me the full $250 quoted, for services they later confirmed they did not have the ability to perform. When my boyfriend called to question this they said they needed to be paid for their time. However when we questioned in person the claimed they had provided the service as best they could and would not refund us. We requested a $200 refund, as the only successfully completed a scan for $50. They (what appeared to be an owner and ****** supervisor joint the conversation) refused.Even though they referred me to another company w the proper software to compete the service for the same price they quoted me and charged me for already. ********************************* ************ ****************************** ************

  Business response

  09/25/2023

  We successfully conducted a scan of the lane departure system, which initially revealed four faults upon its arrival. However, after our meticulous calibration process, all faults were resolved, resulting in a flawless system with zero issues.

  Similarly, the front recognition camera exhibited two faults prior to our calibration expertise. Following our precision calibration, it too now operates without any faults.
  Upon further investigation, the customer informed us that the vehicle had been involved in an accident, which necessitates radar calibrationa service we do not offer. We recommended that the customer visit Sunrise Auto **********************, as they specialize in radar calibration and can address the car's specific needs.

  We successfully completed the calibration process in a total of 40 minutes and 21 seconds. The cost of this calibration, as indicated on our receipts, is $250.

  We declined their request for a refund, as we diligently fulfilled our responsibility. However, it's important to note that their vehicle had sustained damage in an accident, which required additional repairs beyond the scope of our services.

  Customer response

  09/25/2023

  I am rejecting this response because:

  Please feel free to show where they cleared all faults? They cleared a few and did not address or resolve the issue. 
  
  More importantly they advertised and confirmed on the phone that they could do the radar and lane departure recalibration service and again in person prior to beginning and then later confirmed they could not and did not have ****************** and referred us to another company for the exact same services and cost just quoted. 
  
  When we came back in to question they again confirmed they didnt have the capability to completed the service quoted.
  
  The owner began arguing mid conversation before he even knew our concern and stated hed buy us coffee and pasties and we could sit there for hours proce checking!
  And that anywhere elses would charge $750! We explained we had no issue w the price. And attempted to explain. We also reminded him she just referred us to another company charging the exact same rate that COULD perform the service? He then had no argument and yelled at us while we left.
  
  Please note I have 3 other companies that peroxide the service they advertise at the same rate. They did not perform the work quoted, advertised, or requested. The completed a scan and then sent me to another company for the exact same derives I had requested from them.
  
  Note their receipt verbiage as well. 
  
  If their system is a capable as they claimed they would have just completed the work. Documentation shows they did not as does their referral. Ive never made a BBB claim. They stole the last of my money while unemployed. If they could complete the advertised services I wouldnt be asking for a refund. As they cannot. I am do a refund minus $50. I am unable to pay 2x for the same orig service requested. Also the vehicle being in an accident was made known on phone and at beginning of appointment. Not mid appointment as stated. 
  

  
  

  
  

  Business response

  09/25/2023

  Firstly, our primary responsibility was to perform front camera calibration as part of our services since we are an auto glass company. Typically, this calibration is necessary after a windshield replacement.

  Secondly, we want to clarify that radar calibration is not a service we offer or advertise, mainly because it's generally not required after a windshield replacement. We want to make it clear that we have never mentioned providing radar calibration, nor have we ever offered this service.

  Additionally, it appears that the vehicle had been involved in a prior accident, which is likely the root cause of these errors. This information was not previously disclosed. Nevertheless, I believe we have effectively fulfilled our responsibilities, as indicated in the report regarding the **** Keeping Assistant (LKA)/**** Departure Alert (LDA) and the front Recognition Camera.

  Customer response

  09/29/2023

  I am rejecting this response because: like we already stated in person at store and via this message the lane departure assist does not work and is still showing no function when you are in car. We showed you this Im store you referred us to sunrise auto glass and stated you would not return money. The report we have shows no calibration of LDA system and car still shows code for dealer maintenance for LDA system. 

  
  

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went in on 8/26/23 to replace a windshield for my 2020 ****** impreza hatchback. When the work was complete, I spoke to one of the workers about the concern I had with the insulation on the top driver side of the vehicle since it didn't sit flush. He tried to push it in to remedy the issue and then stated that it wouldn't be an issue since that isn't the portion holding the windshield together, he stated it was just to get the cosmetic professional look. I took my vehicle home, parked it on my driveway that night. When I awoke on 8/27/2023, my windshield was cracked within the same area I complained about, there was moisture in the area, and my previous windshield crack was there as well. I didn't call since they were closed on Sunday, but I called the morning of 8/28/23 and spoke with ***** about my issue. I explained that the windshield cracked overnight and she said they needed to take a look. I wasn't able to drive in until 8/30/23 due to work. I asked if she needed me to take photos, and she responded no. I took them anyways.I arrived on 8/30/23 to show the glass and was trying to blame me for it, instead of it being a defective piece of glass or an incorrect installation. She offered to put on a better windshield for the price of 220 instead of replacing the glassware due to a defect or incorrect installation. They ordered the part for 8/31/23. Why didnt she place the better windshield in the first place? On 8/31/23 I stopped at Capitol Auto Glass and told me the crack was unusual, and that the windshield was a cheaper glass and they should replace for free. I went in and told them I wanted to get refunded and the response was that they could not put warranty on the glass.

  Business response

  09/05/2023

  Dear *****,

  I want to sincerely apologize for the inconvenience you've experienced with the windshield replacement for your 2020 ****** Impreza hatchback. Your feedback is important to us, and I'd like to address your concerns.

  Firstly, I'm sorry to hear that you encountered issues with the insulation on the top driver's side of the vehicle following the windshield replacement. It's crucial that our customers are satisfied with the quality of our work, and I understand that this cosmetic concern raised doubts about the installation.
  Regarding the windshield crack that appeared after the replacement, I'm truly sorry for the inconvenience and frustration it caused you. We take such matters seriously, and I appreciate you bringing this to our attention.

  You mentioned that the insulation on the top driver's side caused the windshield to be improperly installed. This suggests that the issue may not be with the windshield itself but rather with the installation. It's worth noting that we have successfully installed thousands of glass products for our customers, and we have not received any complaints about the quality of our glass. It's important to consider that Capital Auto Glass may label our products as low quality due to competitive reasons.

  In an effort to address your concerns, we initially offered to replace the windshield for free with the same brand or to order a new one from a different supplier, to which you agreed and accepted the same cost you paid previously. However, we now understand that you are requesting a full refund.
  To resolve this matter, we kindly request that you visit our store located at *****************************************************************************. We are committed to finding a mutually satisfactory solution to ensure your complete satisfaction.

  Thank you

  Customer response

  09/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. Although I appreciate you working to resolve this issue, I would like to point out that I was not offered a free replacement of any kind. The response was, "we can't warranty the glass". I was only offered a stronger glass at the price I paid. All I'm looking to do is get my windshield replaced, or get a full refund, whichever is easier for you. Thank you. I will be able to make it on 9/9/23 early in the am. Thank you for the response, I appreciate it. 
  
  

• Initial Complaint

  05/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had the windshield glass replaced on my Tesla Model 3 in March of 2023. I was told it would be $750. I showed up and then was told it was $1000 not $750. I was upset but paid as I had a huge crack in my glass. I noticed a creaking noise coming from the front left pillar. I called Tigris and they said we are not sure. At this point I was nervous they caused damage to my car so I took my vehicle to ***** in May 2023 to have it diagnosed and they stated the improper installation and wrong size windshield was causing a rub to internal parts and they recommended replacing with a factory windshield to avoid damaging the vehicle. I agreed and reached out to Tigris and they refuse to refund any money stating they would work on my car. If the maker of the vehicle is saying to not let a 3rd party installer work on it because of damage concerns, I do not feel that I should have to go back to Tigris. Now I am out the $1000 dollars for Tigris negligence and I am asking for a full refund and for them to not bait and switch on price and make sure to install proper material and craftsmanship when working on peoples cars.

  Business response

  05/24/2023

  Dear *****,
  
  Thank you for taking the time to share your valuable feedback. We sincerely appreciate your input as it allows us to continually improve our services. We deeply regret any negative experience you may have had.
  
  Regarding the quote we provided for the Tesla Model 3 2023 windshield, we initially believed we had the required windshield in stock. However, upon closer inspection when the vehicle arrived at our shop, we discovered that the bracket differed slightly. This variation can occur due to changes made by the manufacturing company on a yearly basis. As soon as we noticed the discrepancy, we promptly informed you that the windshield we had would not be compatible. We explained that we needed to procure a new windshield from an auto glass supplier and presented you with the updated pricing. We sought your approval before proceeding with the installation, and you confirmed that it was acceptable. Based on this understanding, we proceeded with the job.
  
  Subsequently, you reported hearing a noise emanating from the windshield, which can occasionally happen after installation and is a known issue. To address such concerns, our shop provides a lifetime labor warranty specifically for situations like this. Typically, when faced with a similar situation, we would promptly request that the customer visit our shop to rectify the problem free of charge. However, you chose to seek assistance from *****, who understandably advised you to opt for an Original Equipment Manufacturer (OEM) windshield. It would have been more appropriate for you to avail yourself of our offer to fix the issue at no cost, rather than paying $1250 elsewhere. It is important to note that there is no mention in the statement provided by ***** stating that the windshield size was incorrect. We are confident that we installed the correct size windshield, and you can verify this by referencing the part number on the National Auto Glass Specifications, which matches exactly.
  
  Regrettably, we are unable to offer a full refund at this time, and we sincerely apologize for any inconvenience caused.
  
  Once again, we appreciate your feedback, and we will continue to strive for excellence in serving our customers.
  
  Best regards,

  Customer response

  05/26/2023

  I am rejecting this response because:
  

  No refund was offered. I took my Tesla into Tesla who recommended an OEM replacement due to the glass they installed being improper for the vehicle. If I didnt, I would risk damage to my vehicle. 

  
  

  Business response

  05/26/2023

  Dear *****,
  
  I hope this message finds you well. I wanted to address the concerns you raised regarding the installation of the aftermarket windshield on your Tesla. I understand that ***** recommends using OEM glass, and it is true that most dealerships would also advocate for this option. However, I'd like to assure you that we carefully installed a high-quality aftermarket windshield that is fully compatible with your vehicle. It's important to note that countless vehicles are currently using aftermarket windshields without any issues whatsoever.
  
  Regarding the noise issue you experienced, I apologize for any inconvenience it may have caused. Please know that it was a minor matter that could have been easily resolved at our shop, completely free of charge. We offer a lifetime guarantee on our services, and we would have been more than happy to rectify the issue promptly.
  
  Furthermore, I'd like to emphasize that we invested over $800 in acquiring the necessary parts, materials, and labor to install the windshield correctly. We assure you that our team took all the necessary measures to ensure the installation was done to the highest standards.
  
  While I understand your disappointment and frustration, I regret to inform you that we cannot issue a refund in this case. However, we value your satisfaction as a customer, and we are willing to go the extra mile to address any outstanding concerns you may have. Please do not hesitate to reach out to us if you would like to discuss this matter further or if there is anything else we can do to assist you.
  
  Thank you for your understanding, and we sincerely apologize for any inconvenience caused.
  
  Best regards,

  Customer response

  05/30/2023

  I am rejecting this response because:

  ***** advised me to have it replaced with an OEM windshield due to the negligence exhibited by Tigris. I would not want them to replace/fix work for fear that my car would be subjected to damage. A ***** is a difficult vehicle to work on, and clearly their technicians are not trained properly to work on them. This simply could have been avoided by completing the work correctly the first time and checking before the vehicle leaves their shop by test driving it. ***** notes in their service notes that the car was tested by driving it to ensure the windshield creaking  was gone. In addition, Tigris is not acknowledging why they told me over the phone the price would be $750, yet when I get there it somehow changes to $1000? Shouldnt they have looked up the cost of the item while I was on the phone? This is bait and switch, and a poor business practice. At a minimum, i should be reimbursed $250 for the bait and switch. 
  

  Many complaints filed on ****** for Tigris talk about pricing issues, and quality issues. I am not the only consumer upset, but one of the few who will continue to engage in conflict resolution! 

  
  

*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. ↩