ComplaintsforCollision Auto Glass

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June 10th, 2024 - a technician came out to install a new windshield. The first windshield the technician shattered and had to drive 2 hours to pick up a new one. The second windshield was never installed correctly and I'm left without a new windshield. Horrible experience. It should take 7 hours to install a windshield. Clearly they technician has no idea how to perform the job to industry standards. Now, the shop refuses to fix the issue or issue a refund. This is an illegal business. My attorney documented the damages and stated the shop will be liable for any and all injuries.

  Business response

  06/13/2024

  After 16 years in business and over ******* windshields installed on satisfied customers this one is very confusing to me. So, we received an insurance assignment from *************** for ******************* to which there was a $0.00 (zero) deductible and the insurance is only paying $230.10 so *********** is paying nothing out of pocket and nor have we been paid as of yet anything. We sent out one of our Dow certified technicians mobile to *********** home to to do a windshield replacement on his 1989 Chevrolet Tahoe it was a bit warm this day which makes laminated glass (windshields) a bit more flexible which can make then easier to crack, and that's what happened when the technician was installing or setting the windshield into place on a bead of fresh urethane the windshield cracked. This is never a good thing for several reasons but can and does happen every so often in the auto-glass industry. The 1st and obvious reason it's not good is now you have a automobile with a cracked windshield and not another windshield with you to quickly swap out, the 2nd reason is you have to take that windshield out with that fresh urethane still wet and very sticky which can take hours. So, we gave the customer the option to wait a few days and we could come back once the urethane has cured a bit longer or we could run across town and go pick up another windshield at the warehouse and come back and finish the job the same day if he had the time to spare. The customer chose doing it same day, so we drove from ****** ****** to out by the *** airport about 70 miles round trip which took just over 2 hours with traffic and purchased a 2nd windshield for *********** vehicle because we ultimately want to keep our customers happy. So, our technician returned and carefully removed the cracked windshield with still wet urethane which takes an extremely long time and then installed the new windshield with all the correct industry standards to meet or exceed OEM standards. The customer called back to our shop within 1 hour after technician had finished the job stating, "he was pushing on the corners of the windshield and it's flexing so it's not installed properly" to which we replied don't do that because the urethane core is still wet and even though the vehicle is safe to drive after 2 hours of install and will exceed OEM crash standards of a catastrophic roll over double air bag deployment the core will remain wet and flexible for a few days because urethane (Dow Express) dries outside in but still exceed oem standards within 2hours. He still wasn't satisfied so we sent our same technician out to see what he wasn't happy about and he wasn't able to satisfy the customer, so we sent our one of our managers that has over 20 years of auto glass experience and talked with customer and went over how ******************** is installed and that it was all done correctly and to industry standards that meet or exceed oem specifications and seemed happy. Until today when he called again unhappy because he felt like there were gaps that should be filled in and the windshield should be set lower so we could put in more urethane between the top of windshield and roofline and that our technician was ********** and he was going to "shove the windshield up our ass" all on a recorded line. So, our manager ask him to please come into the shop so we could see and make sure there wasn't something *********** was describing that we were misinterpreting. He responded he wasn't going to be inconvenienced and drive by, however he did show up and kept saying it was just sloppy and the glass was cheap and he wanted OEM glass which we explained the insurance didn't authorize and even if they did authorize the oem glass was discontinued so he called us liars and we showed him the email from the dealership which he didn't believe was still true and left in a **** saying his insurance company was going to charge us for this. What *********** didn't realize is we contacted his insurance 3rd party dispatching and asked the insurance company to please contact him and send someone out to look at the work we did and to please call us immediately if there is a problem so we can fix it.  But now *********** has threatened lawyers and wrote defamation of our character untrue reviews under fake & multiple accounts on ****** so I have left a message with our attorney to call me regarding this matter so I don't think it something I can deal with *********** on so his attorney who advised him should probably reach out because at this point he has also threatened us on a recorded line and I can't have our employees being abused by calling them derogatory names and with potential physical harm.
  I attached the insurance assignment also the email in writing showing discontinued from our GM vendor as well as the invoice that goes to his insurance.
  Also please understand that all NAGS glass sold in the *** must meet or exceed oem standards and the glass we installed on ***************** was made by one of same contractors out of several contractors that Chevrolet uses to produce their glass for them...so this wasn't some random company we found that sells cheap glass it was under the umbrella of companies, ********** Glass one of the largest global producers of auto-glass for several oem automobile manufacturers.

*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. ↩