Complaints

This profile includes complaints for Glass Doctor - Tampa Bay's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Glass Doctor - Tampa Bay

  8309 N Thatcher Ave Tampa, FL 33614-2575

  
• 

  Glass Doctor - Tampa Bay

  7545 124th Ave STE B Largo, FL 33773-3016

• 

  Glass Doctor - Tampa Bay

  PO Box 271429 Tampa, FL 33688-1429

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/18, Glass Doc came to replace the windshield on my *** around noon. When the job was finished, the technician informed me that my front camera system, which is used for lane departure warning and other safety features, was no longer working.The next morning, on 2/19, I took my car to *** for an inspection. After evaluating the issue, *** confirmed that there was a problem where the cameras cords plug in, preventing them from clipping in properly. They further stated that the issue cannot be repaired and that the camera must be replaced entirely.This issue did not exist before the windshield replacement, and I believe Glass Docs technician caused the damage during installation. Since the company has not accepted responsibility, I had *** run a diagnostic scan on the front camera to determine when the fault occurred. According to ***, the fault started at 12:33 PM on February 18, which directly aligns with the timeframe when the technician was performing the replacement.Despite my attempts to resolve this directly, Glass Doc has not engaged in communication about taking responsibility. They have spoken to *** directly and were informed that the fault occurred at 12:33 PM on 2/18, while their technician was still working on my vehicle.This is a straightforward issue. My camera was fully functional before the windshield replacement. The technician removed and reinstalled the camera as part of their work. Once the job was completed, the camera no longer worked. *** confirmed that the failure occurred precisely during the time the technician was performing the replacement.I am requesting that Glass Doc cover the full cost of replacing the damaged camera system. I have attached documentation from *** confirming when the issue began. The replacement is scheduled for Monday, at which point I will have the final bill. The estimated cost for the repair is $3,797.00, in addition to the $322.00 I already paid for the diagnostic inspection.

  

  Business Response

  Date: 03/05/2025

  Mr. ********
  

  We were informed yesterday (3/2/2025) that your insurance company, ********* re-imbursed you for the pre-existing camera condition on 3/1/2025. As we stated in conversation with you prior to your complaint, it sometimes takes time for the insurance company to review and evaluate pre-existing conditions prior to cash disbursement (approximately 3 5 days).
  

  As you are aware, our Glass Doctor auto technician discussed the following observations with you which were indicators that a prior windshield replacement occurred withing a few weeks before Glass Doctor serviced the vehicle:
   - Prior damage to the camera plug-in port/wire-plug housing, preventing secure connection and resulting in dashboard warning lights (See attached photos).
  - Uncured urethane which strongly suggests a recent, improper windshield installation, prior to Glass Doctor service (See attached photos).
  
  Based on our 25+ years of experience in auto glass replacement, we stand behind our belief that the camera damage occurred during the prior, substandard windshield installation. The condition of the camera plug-in port/wire-plug housing indicates a likely attempt to temporarily rectify the damage, which would not withstand the replacement process. These photos were sent to ******************* a thorough review and evaluation process occurred, and a reimbursement was then sent to Mr. ******** resolving the issue. 

• Initial Complaint

  Date:07/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had them replace the glass in our sliding glass doors and paid in full on on April 14th 2023. Called them back that same day due to the door not sealing and operating the way it did before they did the install. They came right back on April 14 2023 to look at and said one piece of glass had a bow in it and needed reordered. They came back on May 19th 2023 and installed the new piece of glass and it still did not correct the issue. They proceeded to tell us that the new glass was bigger and they could not get the size of glass that was in the doors originally and there was a bow in the frame now. They had ************** out and they said there was nothing they could do to fix it also. It is July 5th 2023 and it still is not fixed. I have been in contact with them and they plan to come out and try to fix the bow in the one door but there is an issue with both doors the glass they installed is bigger then the original glass as well. I am asking the BBB to help us get this resolved please.

  

  Business Response

  Date: 07/12/2023

  ********************,
  Let us first and foremost say that we apologize for the frustration both you and your wife have experienced throughout your patio door glass replacement process. Murphys Law came into full swing with regard to the availability and installation of the correct thickness of glass, which ultimately caused the door frame complications. We always try to fix the issue first, but in this case, our attempts at glass replacement only did not work due to timing and glass availability. Because of this, and because we honor our workmanship and product, we have ordered an entirely new set of doors for you, which will be installed upon arrival to our shop.
  
  We want to thank you for your patience throughout this process and will consider this case resolved upon completion of installation. In the meantime, if there are any additional questions or concerns, please reach out to ******, our Flat Glass Manager, as he is personally handling your case. Thank you.

• Initial Complaint

  Date:04/11/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had our windshield replaced on 7/28/2022 with a 12 month Windshield Protection Plan warranty. The Plan states you can receive a replacement windshield within 12 months plus the cost of labor. If the windshield can be repaired it even states right on their website that there is unlimited repairs in the 12 months. Shortly after replacement we sustained yet another crack and someone came out to make the repair. He explained that although the repair was obvious, he assured me that no further damage would result. It did hold for awhile but now the repair has expanded with a long steak coming from the center of the repaired spot. I just spoke to Glass Doctor to explain the situation and the initial person said there is only one repair or replacement and since we had a previous repair the warranty would not apply. I pointed out that wasnt true and she referred me to a manager. He went to state the same as the first person even after I explained what my written warranty stated. He didnt even bother to look it up for himself. He also stated that since the damage is coming from the same place another repair could not be done but refused to honor the warranty of one replacement within the 12 months. I didnt particularly want another repair anyway since I saw firsthand the quality of that work but the blatant refusal to provide the replacement windshield, when it was their lack of quality workmanship on top of it all, has us furious. I cannot advise against using this company strong enough. I always try to usual quality local companies whenever possible, where you generally receive much better customer service and to support the hardworking people of the community and will do so even more now.

  Customer Answer

  Date: 04/11/2023

  Please see attached.

  

  Business Response

  Date: 04/14/2023

  ****************-
  We apologize for the initial miscommunication by our customer service representative, she has been doing a great job for us but apparently, was not fully and properly trained on the intricacies of our Windshield Protection Plan (***).  We have addressed the training situation internally and are utilizing your case for additional refresher training amongst our team.  As our website states, the *** is provided to you at no cost when we replace your windshield. It **************** repairs or a single glass windshield replacement within 12 months of the original windshield installation date.  Labor, moldings, and adhesive are at an extra cost, and dealer windshields are excluded.  As quoted to you earlier, the cost, with an applied discount, to replace your windshield with a calibration, would total $425 plus tax.
  
  After various telephone attempts and text communications with you, we remain unsure if you would like to proceed with a new windshield replacement and take advantage of our ***.  We are always happy to honor our warranties and would like very much to service you, so if you would like to proceed, please call us @************** to schedule your service. 
  
  Thank you,
  **************
  Customer Service Manager  

  Customer Answer

  Date: 04/20/2023

   
  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

  Date:02/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We filed a claim with State Farm for a windshield replacement with Glass Doctor in December 2022 after my truck windshield was cracked by road debris and sustained damage to the glass and the seal where the windshield started to leak. Glass Doctor was referred to us by State Farm as an approved vendor (State Farm should cancel any contract with these people! They are completely unresponsive and incapable of quality service). Within the first few weeks the windshield started making noises when driving on the highway and stared to leak water into the truck when it rains because of a faulty installation. We have called the local office and spoken to **** the receptionist three times to request a replacement and was told that he had to get his manager(*****) involved and that he would have him call us. We have heard nothing from ****, ***** or the owner ***** to date! We then tried to contact the franchise owner ******************************* and were told he was on vacation and they did not know when he would be returning! When we asked for his email we were only offered a generic service email and told he might see and respond! Two more calls and not a single response from them. I asked them each time to call me on my cell and if I was unavailable, to leave a message with a time I could call them back. No RESPONSE! We have called the franchisor Neighborly Franchising to ask for assistance and twice we were told that someone would be contacting us and guess what...NO RESPONSE! These people are completely incompetent and disgraceful! I WILL NOT DO BUSINESS WITH GLASS DOCTOR ever again! We are now driving a vehicle that is a danger to my family and anyone on the road if this windshield fails while driving. All we are asking for is replacement windshield that is sealed, waterproof and safe! What should have been a simple replacement has turned into a nightmare!

  

  Business Response

  Date: 02/17/2023

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

  We want to first say that we apologize for any delayed communication on our end regarding your leaky windshield and to thank you for working with our auto manager, *****, and our auto specialists to make the time to review and inspect your current windshield. As originally documented, the vehicle had a prior leak before we replaced the windshield in December and silicone had been previously applied to the crack by your husband to stop the leak.
  
  Upon removing the windshield for additional inspection on February 10, cracked and faulty body seams were revealed and shown to your husband, which is a vehicle issue and not a Glass Doctor service issue see attached photos. This was a pre-existing condition and the cause of the water leak. Our auto specialist added a light amount of urethane to help prevent water from leaking in the future but explained that we are not liable if another leak occurs.
  
  After years of driving it is very common for body seams to give out, and the only fix for this is taking it to the body shop where they would need to pull the windshield and reseal the seam and then reinstall the glass.
  
  We believe this issue has been resolved on our end and encourage Mr. and ********************** to have the seams of their vehicle sealed at a body shop. We would be happy to provide recommendations. Thank you.