Complaints

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to the business to order a windshield and have it installed. I had my vehicle vin number to use as a reference so the proper part would be ordered. The woman who took my order used general info to order part. When installation was started the tech told me the wrong windshield had been installed. The corners appeared smaller and the sensor box was exposed. I told him I submitted the vin number and he said they don't use it because they are charged a fee to search parts using it. I asked him why he did not check to see if the windshield was the correct size before he started, he did not answer and blamed me for the error. He would not replace the windshield unless I paid for a new one on top of the $325 I already paid them. I left the business because I did not have money to order a new windshield. When I was driving home the vehicle was making noise. It sounded like air was getting under the car roof because the window did not fit properly and it sounded like air was coming in from one of the corners. I would like for the business to replace my windshield with the correct one at no additional cost. I paid for the windshield the company said was the correct part. I submitted necessary documents to have the correct part ordered. I should not be blamed for the business error and poor maintenance.

  Business response

  08/15/2024

  When customer came in to get information on her vehicle she was asked for general information such as: year, make, and model of the vehicle. She provided the vin number of the vehicle and wasn't sure on what vehicle it was because she didn't have it with her that day. She provided wrong information. We do not work with vin numbers and she was let know that she needed the exact information we asked for in order to order the correct part for her vehicle. The customer was asked on multiple occasions if the vehicle in question was a "Sport" being that information as such matters when ordering the part. Customer assured that it was. The systems used to order vehicle windows has to be specific on these types of details, being that little details change on different years or models of vehicles. Again, the customer was asked multiple times if she was sure the vehicle information she provided was correct and she assured it was. On day of installation she was asked again while waiting for her vehicle if the information she provided was correct and she said yes. Unfortunately she was let know that the information she provided the day she came in was incorrect and that a new window had to be ordered. Now knowing the correct information, she was let know that it would take up to two weeks for the glue to dry on the vehicle so we could be able to remove it and put the right one on. The agreement was that the customer was going to get a discount on the new window ordered the only thing she had to do was wait the two weeks for the glue to dry. 

  Some time later on in the day the customer called the boss and let him know what had happened and that she was gong to proceed to add a complaint on BBB. The customer and Boss talked and they landed on an agreement; The company was to replace the vehicle window and the discount would be added if the customer did not proceed with the complaint. Customer agreed. Some time later the boss received an email about the complaint and reached out to the customer and asked what had happened if they had made an agreement. She agreed on not posting the complaint and did. The boss was upset because of the lie and being that she posted the complaint, the agreement was broken and nothing could be done anymore.    

*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. ↩