Complaints

• Initial Complaint

  03/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My insurance company referred me to this company for a rear glass replacement. The company agreed to repair the glass but was unsuccessful in doing so. Hours later, the company informed me that they did not know how to remove the back panel to make the glass replacement. In addition, the company broke the trunk latch in the process of attempting the glass replacement. After raising the issue to the manager, the company refused to rectify the situation. I would like the company to be held responsible for the damages it caused to my vehicle.

  Business response

  03/21/2022

  A+ Glass Company, LLC Refused this job due to the Rear hatch not opening, more than likely due to glass getting into the latch when the window was broken. We did not actually perform any work on this vehicle and then advised the customer to take it to a body shop to get the latch to open and then we could install the new glass.
  A+ Glass Company, LLC cannot be held responsible for repairs on a vehicle the we did not actually perform any work on.

  Customer response

  03/29/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The information provided by the business is not accurate. I gave the vehicle keys to the technician and left the business property. I was called by the business some time afterwards to pick up the vehicle. There I was informed the glass could not be replaced because the exterior rear panel needed to be removed, and the car dealership had to perform that task. The technicians fastened the interior panel and replaced my temporary tarp with their plastic wrap to keep moisture out the vehicle. This proves the truck worked at some point during their possession of the vehicle, and the trunk latch was eventually damaged by the technicians. I witnessed a technician forcibly close my trunk until it latched closed. I just didn't know that technician was actually damaging my vehicle at the time. My glass was eventually replaced by another local glass company that was competent in Subaru vehicles. That company informed me the rear exterior panel didn't need to be removed for the glass replacement. The owner was not at the job site when the events occurred, but I was there. My account is first hand, not a summary from someone who may be concerned about being reprimanded or fined for incompetence.

  Business response

  03/31/2022

  Again, We refused the work on this vehicle due to the hatch not opening more than likely due to glass getting in the latch when the window was broken. The Owner WAS there and knows what happened. You were never informed that the exterior panel had to be removed and we did not forcibly close the latch.
  A+ Glass Company will not be held responsible for repairs on a vehicle the we did not actually perform any work on.

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