Complaints

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  04/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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 response

  04/11/2023

  Please see attached.

  

  Business response

  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 response

  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

  02/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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.

• Initial Complaint

  04/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On March 31st a rock hit my car and caused a chip. The Monday after that they came out and replace the windshield. They said that they would be in contact within 24 hours about re-calibration for my safety systems. No one called. I waited two days and called them. They again said that somebody would call me within 24 hours. No one called. On Thursday morning a Cameron texted me that he was on his way to do the recalibration at my place of work and I texted him back saying that that would be fine, to which he told me he had to cancel even though I responded an hour and 7 min later and told the dispatch center that I would need plenty of time to be able to respond to things because I am a teacher in the classroom with no one else to help me. Again the next day no one calls or bothers to tell me if I even have an appointment scheduled or anything like that for the recalibration . I called back and tell them what happened they promise that someone will come out on Monday for the recalibration. Again no text or call or anyone coming. At this point I've gone a week without essential safety features and one of the most dangerous places to drive in the country . I called in again this time Debbi interrupts me and put me on hold for 10 minutes to which I just go back to the main line and have to re-explain myself to someone else to which I just give up because I'm at my wits end. I can hear air come through on the highway through my windshield and half my safety features are completely useless. This is to let your company know I have informed my insurance company not to pay you guys since you can't complete the job and you quite frankly seem to be refusing after I've left several voicemails talk to several people and no one seems to want to do it quite frankly it's pathetic. Also if I get into an accident due to your negligence refusal to fix through recalibration and finishing the job I will blame you

  

  Business response

  05/16/2022

  Business Response /* (1000, 5, 2022/04/20) */ Mr. **********- Let us first respond by apologizing for the frustration you experienced with your windshield replacement and recalibration services. Please know this is not typical of our service or workmanship, and we understand your initial irritation and dissatisfaction. We truly appreciate you working with us the past week to resolve the issues brought forward with your complaint. Once all work was completed, our customer service manager reached out to you via text message and email (as to not interrupt class instruction) on April 19th to ensure that all service issues have been resolved with both your windshield "air sound" as well as the ADAS recalibration. At this point, we have not received a reply, but we believe all issues have been resolved. Thank you.

*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. ↩