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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/20/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 1/26 co replaced a cracked car windshield on 2014 Ford Escape. The cost was $268.13. I paid by credit card. Immediately afterward I heard and felt air rushing in from passenger side of new window. The window was not sealed correctly and the trim was not installed properly. I took the car back and made an appointment for repair. The owner promised to repair the issues. After 15 minutes they told me the window was resealed. After driving I saw nothing was even done, air still rushing in. I went back a third time. The owner was visibly disgusted to see me. He would not look at the problem. He sent a mechanic out to look at it with me who told me he doesn't deal in window repair. I went back in the office and the owner was very unprofessional but another appointment was made. I went back, waited for 2 hours and was shocked to see all along the passenger window where it meets the trim are large black globs of hardened urethane. The ***** ******** stated that the only way they will fix it is if I purchase another new replacement window. I left in tears. Terrible customer service, dishonest and disrespectful.Business response
04/26/2022
Customer complained of wind noise. Our mechanic found that trim was not fitting glasss. Either the trim may had been aged/compromised or the glass was manufactured not right. Our mechanics tried their best to correct the situation. She claims that there was excess urethane after the second service. We had not seen what she complained of. If the customer returns the glass unbroken to us, we will issue a refund. We can then ask our supplier to credit our glass purchase. We can then refund the customer for the glass.
Customer response
05/03/2022
[BBB transcription via phone call with consumer]
Consumer stated would like to be refunded for the windshield because it was not installed properly. Had to get the windshield fixed by another company and both the inside and outside of the car cleaned. Consumer is requesting the full $268.13 paid to be returned. Stated can not afford another window, is on a fixed income and had to pay another company to fix what was wrong. The consumer stated she can not operate the vehicle without a windshield. Why would you say to return the windshield? What am I supposed to do without a windshield on the car?
Business response
05/09/2022
All we have asked for is the glass to be returned complete, unbroken. We could pick it up from the shop the consumer used to replace and pay them directly. Consumer never complained it was installed wrong, They had a noise which was alleviated.Car had a spot of urethane which was still visible.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.