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Complaint Details
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Initial Complaint
02/28/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I got a windshield at the beginning of January. It cracked and split across the entire thing. The company told me to bring it in and see if the warranty would cover it. I brought it in and the employees told me it was a stress crack and that they would replace it after THEY inspected it. I checked and as well saw no chips in the windshield. Today (2/28/23) the tech came to my home to replace it. He calls me outside and shows me that there is " now" a chip in the glass and that they wont replace it, even though they already inspected it and approved it. I just got this windshield and now they are trying to charge me for another new one, even though they previously stated that they would.Business response
03/21/2023
I don't agree. When I sent my technician out to him, the chip and crack were obvious. Whenthe tech was talking to the customer, he acknowledged the chip and went inside. We are not able to get a new replacement glass from our vendor when a chip is present. This is not a stress crack. I totally agree if our employee said it was a stress crack and then it was changed but I'm not sure who he talked to. I had a talk with my team to make sure they understand what a stress crack is and this does not qualify as a stress. A chip is the cause of the crack and cannot warranty. I did advise that I will heavenly discount a new windshield but he said he will never do business with us ever again.
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.