Business Profile

Windshield Repair

Jack Morris Auto Glass, Inc.

Complaints

This profile includes complaints for Jack Morris Auto Glass, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

15 total complaints in the last 3 years.
8 complaints closed in the last 12 months.

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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:01/01/2025
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 Oct. 18, 2024, I brought my 2019 ***** XC40 to Jack Morris Auto Glass on ********* for a windshield replacement and recalibration. After picking up the car the same day, I noticed the rearview mirror was broken. The next day, multiple error notifications appeared on the dashboard.I returned to the shop on Oct. 22, 2024, and was informed that the rearview mirror had been damaged during the windshield replacement, causing the errors. **** ******************** ordered a replacement mirror, and I returned on Nov. 5, 2024, for installation. However, I was told the windshield recalibration was unsuccessful due to a "faulty forward-looking sensor" and advised to take the car to the dealership for repair.I then took the car to *****, where I was informed the sensor was not faulty. ***** successfully recalibrated the windshield, but I was charged $416 for the service. This was frustrating, as **** ******************** had assured me they could handle the recalibration but failed to do so.When I followed up with the **** ******************** staff, I was initially told a claim would be filed. However, on Dec. 4, 2024, I learned no claim had been filed, and I was informed nothing further could be done.Additionally, I found multiple ****** reviews from other customers detailing similar issues at this location, including failed recalibrations. This recurring problem reflects poorly on the quality of service provided.I am requesting reimbursement from **** ******************** for the $416 I paid to ***** for the recalibration. Supporting documents are attached.1. Receipt from my 1st visit, showing the recalibration charge.2. Receipt from my 2nd visit, detailing the mirror replacement and failed recalibration.3. Documentation attributing the issue to the forward looking sensor.4. Receipt from ***** for the successful recalibration.5-8. Screenshots of ****** reviews from other customers with similar experiences.Please contact me at ************ or *********************** Thank you for your attention.****** ******
Business Response
Date: 01/16/2025
Hello,

Thank you for the feedback and we apologize for the inconvenience.

The management team is aware and looking into this now, Someone will be in touch with you.

Best
*****
Customer Answer
Date: 02/16/2025
Hello, I am following up on my complaint. On January 16, 2025, I received a call from Jack ******************** informing me that a refund check would be sent, pending some approvals. However, as of today, February 16, 2025, I have yet to receive the check or any update on the matter. I would greatly appreciate any updates that can be provided. If it would be more effective for me to contact the company directly, please let me know. Thank you for your time and assistance!
Customer Answer
Date: 02/17/2025

Complaint: 22754593

Hello, I am following up on my complaint. On January 16, 2025, I received a call from Jack ******************** informing me that a refund check would be sent, pending some approvals. However, as of today, February 16, 2025, I have yet to receive the check or any update on the matter. I would greatly appreciate any updates that can be provided. If it would be more effective for me to contact the company directly, please let me know. Thank you for your time and assistance!

Sincerely,

*** Mariel ******
Business Response
Date: 02/17/2025
Hello,
I just reached out to the shop and manager, and they will be providing feedback on refund check within 24 hours.

I apologize for the inconvenience and delay.
Thank you,
*****
Customer Answer
Date: 02/26/2025
Hello, thank you for your quickly reply. I am following up because I still haven't received a phone call or the check.
Thanks!
Customer Answer
Date: 02/27/2025

Complaint: 22754593

I am rejecting this response because:

Hello, thank you for your quickly reply. I am following up because I still haven't received a phone call or the check.

Thanks!

Sincerely,

*** Mariel ******
Business Response
Date: 02/27/2025
Hello
We are going to be contacting this customer within 1 business day of this response to review the complaint and see if we can come to a resolution regarding the issue.

Thank you for your continued communication as we investigate the issue and see how we can resolve it.

Best,
Joyce
Customer Answer
Date: 03/07/2025
Hello, I have yet to receive a call regarding this matter, and Im quite disappointed that it remains unresolved. I would appreciate any updates and hope we can reach a resolution soon.
Thank you,
*** ******
Customer Answer
Date: 03/10/2025

Complaint: 22754593

I am rejecting this response because:Hello, I have yet to receive a call regarding this matter, and Im quite disappointed that it remains unresolved. I would appreciate any updates and hope we can reach a resolution soon.

Sincerely,

*** Mariel ******
Business Response
Date: 03/10/2025
Hello,

Manager will be contacting the customer today again. A few messages were left with no response.
Customer Answer
Date: 03/10/2025
Hello, I have not received any calls or messages from **** Morris since January 16, 2025. You can reach me at ************ or via email at *******************************. I am available through either method.
Thank you,
*** ******
Customer Answer
Date: 03/11/2025

Complaint: 22754593

Hello, I have not received any calls or messages from **** Morris since January 16, 2025. You can reach me at ************ or via email at *********************** I am available through either method.

Sincerely,

*** Mariel ******
Business Response
Date: 03/12/2025
The Regional manager will be reaching out shortly.
Initial Complaint
Date:11/04/2024
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.
Windshield replaced but has large amount of distortion. Took two tries for replacement of bad windshield and that one arrived with scratch to drivers side. Awaiting another windshield to arrive. No communication about install times. All communication has to initiated by me. None of the paperwork I signed with the install has been sent. Hopefully my insurance company got something.
Business Response
Date: 12/04/2024
Sorry for the late response as this was completed 11-11-24 and we followed up with the customer on 11-12-24 after installation and all is good.
We worked directly with the customer and insurance company on this complaint. We apologized for any miscommunication on our part during the process of getting an OE glass for her vehicle.
Initial Complaint
Date:09/20/2024
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.
07/26/2024: I brought my car to **** Morris Autoglass for a windshield replacement. During the installation, the new windshield was broken.07/31/2024: A second installation was performed, but it was done poorly, resulting in a leak inside my car.08/16/2024: On the third attempt, while the team was recalibrating the cameras after the windshield installation, my vehicle was involved in an accident.On that same day, Assistant Manager ********* asked me to obtain repair estimates as well as the expected repair duration so that rental car arrangements during this period could be made. I provided all of the required information to her in person on 08/20/2024.Since then, a month has passed without any resolution, causing significant inconvenience to my family and me. Due to both external and internal damage, we no longer feel safe driving the vehicle.Each time I contact **** Morris Autoglass for a status update, I am not provided with any timelines. I was told that someone from their team or an adjuster would follow up with me, but I never received a call. Upon inquiring again, I am repeatedly directed to handle communication with **** Morriss insurance company on my own.During this time, I have made numerous attempts to reach the assigned insurance adjuster via email and phone to expedite the process, but I have received no response.Despite the ongoing delays, there appears to be no urgency from the company to resolve this matter. I have made many attempts to seek updates and assistance, but the lack of progress has caused significant inconvenience. I kindly request immediate attention to resolve the issue, including covering the repair costs and rental car expenses.
Business Response
Date: 09/23/2024
This has been turned over to our Claims department and the customer was notified of this. We have sent this BBB complaint to the claims department as well and will reply back to the BBB when Claims updates us on status. Thank you.
Customer Answer
Date: 10/01/2024

Complaint: 22312267

Thank you for your response. I’d like to keep this open as the situation is not fully resolved yet.

I wanted to provide an update on the claim. After some delays in communication, I’ve been working with your insurance provider Gallagher Bassett to move things forward, and I was able to drop off my car for repairs on 10/01/2024.
However, I ran into an issue with the rental car. Since my personal car insurance is liability-only (as my car is fully paid off), Enterprise required me to purchase the Collision Damage Waiver (CDW) to protect against any potential damage at $25 per day, along with a $200 deposit. I’ve already paid these amounts out of pocket, and I’m currently in discussions with your insurance provider to see if they can cover this.

Given the situation, I’d like to ensure that if the insurance provider is unable to cover the additional rental car costs, Jack Morris Autoglass will be able to assist in resolving these expenses.
Thank you for your attention to this matter, and I look forward to your response.

Sincerely,
Igor Shevchenko
Business Response
Date: 10/01/2024
Igor has been advised to work directly with our insurance company to handle. His assigned adjuster has been contacted and advised to get with Igor and go over everything with him. Thank you.
Customer Answer
Date: 10/01/2024

Complaint: 22312267

Thank you for your response. I wanted to provide an update on the situation. After speaking with the adjuster's supervisor, Brenda Alston (as the adjuster herself has not been very responsive), I was informed that the insurance will not be able to cover the additional rental insurance/waiver costs. If needed, feel free to speak directly with the adjuster or their supervisor to confirm this.

As a customer who brought my car to your service for a windshield replacement and has already paid out of pocket for the repair, I find it unreasonable to bear further expenses for something that occurred while the car was in your care.

I would appreciate it if this could be resolved as soon as possible.

Sincerely,

Igor Shevchenko
Initial Complaint
Date:07/16/2024
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.
Windshield was replaced. Safety sensors do not work now. Molding and seal not touching the bottom of the windshield. I was told they will not fix my issues. They will not warranty the windshield, and they would not give a refund.
Business Response
Date: 07/19/2024
I am sorry to hear of this complaint. I have reached out to our shop to get further details and will be back in touch next week with resolution.
Customer Answer
Date: 07/22/2024

Complaint: 21996428

I am rejecting this response because:
I have not heard back from **** Morris And I had zero issues with my car except the crack in the windshield Now all kinds of alarms and the Honda dealer said my camera is damaged and most likely occurred during installation of new windshield

Sincerely,

*****************************
Business Response
Date: 08/29/2024
We performed a pre scan on ******************** vehicle before we replaced the glass and as you see from the attached pre and post scan, there were issues with the CAMERA. Our tech also contacted our recalibration field support to verify the code and was informed that the CAMERA was not working. **************** was informed at the time of replacement and was advised to take is car to the dealer but when **************** took it to the dealer, he must have told them we couldn't recal his car and that he was there to get his recal done.
He was not charged for a recalibration. We removed the recal charge from his invoice and refunded the money for the recalibration. He did not pay the full invoice as he previously attached to this complaint. I have attached to ACTUAL INVOICE and the payment/refund information for review.
In response to the "bottom of the windshield" issue, this is a COWL piece that is plastic and over time and sun exposure will WARP. We are not at fault for normal wear/tear on a cowl piece.
Please advise if you need any further information.
Thank you!
*********************
Operational System Manager
Jack Morris Auto Glass
Initial Complaint
Date:06/27/2024
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.
This company scheduled a mobile windshield replacement. The technician was 6 hours later than scheduled appointment and was not licensed to do the calibration after install. Called the company (per the technicians suggestion) to have the tech come do the calibration which was a week later. Then a week later the lane assist malfunctioned twice while driving almost causing a wreck. When calling to let them know, they advised do not drive the car until it is fixed and they will escalate to get someone out immediately. 4 hours later, called them again and spoke with a manager who said to bring car into their location to have fixed. But they cant do it for another five days and ok to drive it in for that fix.
Business Response
Date: 08/29/2024
****************
I am so sorry to hear of the issues you have experienced. Please allow me some time to check into these matters and will get back to you ASAP.
Thank you
*********************
Operational Systems Manager
Jack Morris Auto Glass
Business Response
Date: 08/29/2024
I spoke with ***************** and apologized for the inconvenience and issues she experienced. We are going to reimburse her for her amount she paid as well as the difference the insurance did not pay from the dealer recalibration.
I thanked her for allowing us to make this right and that we will use this experience as a training opportunity.
I will update again once ***************** has received her payment (***** days) in order to close this ticket.
Thank you
*********************
Operational Systems Manager
Jack Morris Auto Glass
Business Response
Date: 09/06/2024
Just updating. Waiting on AR to complete the refund and will update again soon. Thanks
Initial Complaint
Date:05/31/2024
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.
I called and had a quote for $417.64 and approximately 2 hours. Over 4 hours I went back to check on my car before the shop closed and was unable to get it that night. When I went in to pay the next morning my total was $563.49
Business Response
Date: 07/11/2024
We are reviewing the initial call to see exactly what was quoted and will get right back to you.

Business Response
Date: 07/11/2024
I left a message for ****************** to call me to discuss further. Thanks
Business Response
Date: 07/17/2024
From the BUSINESS:
Sent 7/11/2024 4:21:26 PM
I left a message for ****************** to call me to discuss further. Thanks
Customer Answer
Date: 07/18/2024

Complaint: 21784308

I am rejecting this response because:
It has not been resolved yet. I spoke to ***** last week about getting a refund for the difference and she said they would get back to me early this week, but I havent heard anything from them since Saturday.

Sincerely,

*************************
Business Response
Date: 07/19/2024
A refund of $145.85 has been requested from our home office and will take 7-10 days to process and a check will be mailed to the address provided by ******************. Thank you and please confirm when you have received the check.
Initial Complaint
Date:05/24/2024
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.
I had an appointment to have my windshield replaced. They had my car for 5 hours and never called me. I went to pick my car up and was told they had some error codes on my camera and they were not able to complete the recalibration and wanted to keep my car over the weekend. They are closed on the weekend and I had to go to work on Sunday and needed my car. I was told I could come back the following Friday and it would be made priority. They pulled my car around and the top was down and they didnt even replace the windshield.When I returned the following Friday. I dropped it off at 9:44am. and waited all day for them to call me for pickup and they did not call I arrived to pick it up around 4:30pm. ********** was replaced but told that they couldnt do the recalibration because of the weather and to come back the following week. I went out to get my car and I notice what I thought was a scratch that looked like someone tried to touch it up. I put my finger on it and someone used a sharpie to try to cover up the crack. The pillars on each side of the car were loose. And one the way home one was flapping and it almost flew off before I pulled over to place it in my car. Once I got home I shut my car off and my dashboad screen had smears like some adheasivee had been on it and they attempted to wipe it off and it appears to have a crack in the left side corner of the screen. I had to call my insurance company to put in a claim for the damage done to my car and I am having to get a rental car so that I can get to work without fear of losing pieces of my car on the interstate and for safety reasons.
Business Response
Date: 05/28/2024
We are so sorry regarding ****************** car. We are contacting the customer and will take care of any damage and repairs that are needed due to the glass removal and installation by our technicians. One of our team members will be contacting them as soon as possible for more detail.
Customer Answer
Date: 05/30/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

Sincerely,

***********************
1068 Hunters *************************** TN 38018
Initial Complaint
Date:02/21/2024
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.
Had a back window repair done on 12.06.23 at the ***** location. I was driving home in heavy traffic when the back hatchback door opened. The back hatch would not engage leaving the hatch open and unable to close. This problem was a result of Jack ********************** installation. I took the 2019 Jeep Grand Cherokee back to them. They denied that they had anything to do with the problem.Jack Morris did offer a temporary repair-"we will tape it shut for you."
Business Response
Date: 02/21/2024
We have called and text **************** with no response.
Customer Answer
Date: 02/21/2024

Complaint: 21324958

I am rejecting this response because:
It is not valid-they have not reached out to me.
Sincerely,

*******************
Business Response
Date: 05/09/2024
Hello,
We will reach back out to the customer again at the number provided on this complaint. To schedule installation of the part.

*******
Initial Complaint
Date:12/14/2023
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.
I took my SUV in to have the windshield replaced due to leaking. The technician came back and told me he sealed the leak and did not replace the windshield. He never came back to me for the approval to seal instead of replace. My windshield is now leaking worse than before and has caused interior water damage. It was suggested I take my car to have the sun roof checked. I did and was told the sun roof was fine it was the place where **** ******************** did a bad sealing job. I went back to Jack ******************** and was told the sealing was not guaranteed. If I had been told that on the 1st visit and given an option I would have told the tech to replace the windshield. I was charged $126 dollars for the crappy seal job and was told the seal was a courtesy. I had to pay $86 to have my sunroof looked at now Jack ******************** wants to charge me the whole price to replace the windshield. I paid over $200 in unnecessary fees and will have to pay for the water damage. I did not authorize that tech to seal my windshield and thats the bottom line.
Business Response
Date: 01/29/2024
Good morning,
I am so sorry for the inconvenience. We should apply the amount paid for the seal towards the replacement cost. ****************** came in and we sealed her windshield on 12-11-23 at our union ave location. Our system shows she had her windshield replaced at our Winchester location on 12-14-23, I have attached a copy of her invoice that shows she was given a ****** discount on her replacement. Thank you!
Initial Complaint
Date:12/04/2023
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.
My auto insurance uses Jack ********************* so that is who I have always used. The end of July, first of August they replaced my windshield with Gorilla glass, which has a 2 year warranty. 10 days later it was cracked. It also rattles in the bottom right corner like it's going to fall in my lap. It looks as if the old seal was used as well. They told me I would have to contact ***** about the warranty, so I did. The warranty specifically states that the company who installs it has to take care of it. I couldn't get them on the phone and neither could Mopar. Mopar emailed me after many attempts to contact them and said to try calling for myself and to just have **** Morris call them. I finally got in touch and they said they'd take care of it and call me back. This was in September. Mopar emailed me again stating they need JM to call them. I called again and they said the same thing. Now we're in November and ***** closed the case but said to contact them if I still needed them. I called JM again and let them know it has been months and Mopar can't get them. I've had trouble getting them and that they were supposed to have already taken care of this. They again said they would contact ***** and get back with me. It is now December (4 months in) and I shouldn't have to get my insurance to pay for another windshield when this one has a warranty. I am ready to just get a lawyer and let JM pay for the lawyers and a new windshield. If this one blows in on me while driving, if I survive, I *********** and take them for everything I can!! ******* Auto Glass would sound better anyway. American Collision Auto Repair was doing some work to my Jeep when the Glass was installed. They did an AMAZING job. JM did NOT.
Customer Answer
Date: 12/21/2023
**** Morris finally contacted me again abd CLAIMED they spoke to Jeep customer care and they told them the windshield wasn't covered. It HAS A 2 YEAR WARRANTY, as i submitted. I asked why it wouldn't be covered and they said ****************** wouldn't tell them. Only that it wasn't covered. I WILL NOT have my insurance replace another windshield, when this one IS covered.
Business Response
Date: 02/13/2024
We want to apologize for any inconvenience, as we strive to always provide a positive experience for our customers at Auto Glass Now, and were sorry we fell short of the customers expectations. The local District Manager was informed and will have the shop reach out to the customer.
Best Regards,
Auto ********************** Now

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Jack Morris Auto Glass, Inc. is BBB Accredited.