Complaints

• Initial Complaint

  01/30/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On the evening of 11/24/24, the rear drivers side window of my vehicle was smashed. I contacted Windshield Hub for a replacement, and a repair technician arrived on 11/26/24, to perform the service. While completing the repair, the technician caused damage to my vehicle by leaving visible scratches and ****** on the passenger side door after leaning his tools against it. This was not addressed at the time, despite my concerns.According to the companys website, they claim to provide a complete service, including replacing the window and thoroughly cleaning all broken glass. However, during the repair, the technician informed me that your motor is now broken and offered to repair it for an additional fee, payable directly to him in cash. I refused this offer and insisted that all services be handled through Windshield Hub as per the agreement.Although I felt uneasy about the situation, I allowed the technician to finish the job because I needed the window fixed before my holiday travel. Upon returning home, I discovered several issues:Glass Debris: The interior of my vehicle still had glass shards, and when I opened and closed the door, I heard glass falling inside.Improper Window Installation: Upon inspection, I noticed pieces of cardboard were wedged into the window installation. Additionally, while driving, the newly installed window began to slide down.Damage to the Motor and Door Components: After taking my car to a local dealership for inspection, I was informed that the repair had caused severe damage to my vehicle, including:The door was full of glass debris.The window motor had been destroyed, with the wire wrapped around it.The door panel carrier was also destroyed.The dealership advised that replacing the motor and door panel carrier would cost approximately $290 ($200 for the door panel carrier and $90 for the motor), with an additional 2.5 hours of labor at their standard rate.

  Business response

  01/30/2025

  Dear ***** *****,
  
  Thank you for reaching out to WindshieldHUB regarding your warranty claim. We appreciate the opportunity to review your case, and we apologize for any frustration this situation may have caused.
  After thoroughly reviewing your claim, including the images, your detailed submission, and the technician's feedback, weve reached the following conclusions:A door glass installation was completed on your ********************************************* November 2024. You indicated that the damage was caused by a break-in. Your next communication on January 28th, 2025, mentioned that glass had been left inside the door, the window no longer rolls up or down, and there was additional damage to the regulator and motor. Wed like to clarify the nature of door glass installation and provide additional insight on the issue.
  When window glass is rolled up and secured, and then forcefully impacted (such as during a break-in), the force can cause the glass to bend before shattering. This impact can also damage the clips that hold the glass in place, as well as the regulator and motor, which are connected within the door frame. A glass replacement addresses only the glass itself, not these underlying components. The technician informed you that the regulator and motor were damaged due to the break-in, and suggested that these issues be repaired separately, as WindshieldHUB does not provide regulator/motor repair services as part of our standard offerings.We also acknowledge your concerns about the technicians offer for additional services outside of WindshieldHUBs standard offerings. WindshieldHUB allows technicians to offer repair services for components we do not handle, such as motors and regulators, directly to customers. However, please note that these services are separate from WindshieldHUBs warranty coverage and are not conducted under our companys policies. We regret that this caused any confusion during your service experience.An inoperable regulator or motor can prevent the window from functioning properly, including causing the glass to appear off-track or fail to roll up completely. These components are beyond the scope of a glass replacement and require a mechanics assessment for repair. Additionally, when glass is shattered, small fragments may fall inside the door panel, sometimes lodging into the regulator or motor. While we understand this can be frustrating, modern tools are not yet capable of fully vacuuming these fragments from the tight spaces within the door. Over time, some of these small shards may fall out through the doors natural drainage holes. Unfortunately, this is unavoidable with current technology.Regarding your concern about scratches on the door, we understand that this situation is frustrating. Our technicians are required to submit detailed photos of the installation once the service is complete. These images undergo a thorough review to ensure that no damage occurred during the installation process. Based on our review, the after-installation photos do not show any evidence of damage. However, its important to note that since this issue was brought to our attention two months later, it falls outside the timeframe allowed for other damage warranty claims. As per our policy, we are unable to address any damage claims or repairs reported after this period. You can find the full warranty terms in the *** receipt sent to your email after service, as well as the confirmation email you received prior to the service. These documents outline our warranty period and the conditions for claims.Unfortunately, based on our warranty terms, we are unable to reimburse for damages resulting from a break-in or for repairs performed by third-party shops. Our warranty is limited to the original glass installation and does not cover damages to the regulator, motor, or other components that may have been affected by external impacts. We understand that this may not be the outcome you were hoping for, and we regret any inconvenience this has caused.

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I got my windshield replaced by this company 12/15/23 and now less than 3 months later 03/07/24 my windshield is cracking and they denied me warranty. They stated it appears that the pressure and impact applied by the wipers are the cause for the crack in question, so unfortunately we must inform that our warranty does not cover this damage to the glass but my agreement is that if thats the case they should be able to honor the warranty and replace my windshield because their employee replaced my windshield and reinstalled my windshield wipers, so if the wipers are the cause then the job was done poorly.

  Customer response

  04/04/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by WindshieldHUB regarding complaint ID ********.
  
  Sincerely,
  
  ***** ******
  

• Initial Complaint

  04/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This company faultily installed my windshield. Then when I tried to get them to replace it, they made scheduling nearly impossible. When I persisted, they finally sent someone out and they tried to claim it was due to a rock even though it is clearly a lie (see pics) . DO NOT USE THIS COMPANY. THEY WILL NOT ACTUALLY WARRANTEE THEIR WORK!!!!

  Customer response

  05/03/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by WindshieldHUB regarding complaint ID ********.
  
  Sincerely,
  
  ***********************
  

• Initial Complaint

  03/06/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On February 3, 2023, my wife and I employed the services of ************** to replace the windshield of our new 2022 Honda CR-V EXL. We paid ************** $414.25 for the replacement. ************** sent out a mechanic who did a **** poor job in replacing the windshield. The mechanic carelessly not only left his tools on the roof of the car, causing damage to the roof that was not there before (see previous statement that this is a new car which lease agreement began in November of 2022), but this person also disrespectfully disregarded my wife while I was away at work. My wife and I would then file a complaint with ************** as we would have liked to be reimbursed due to the damage done to the car. ************** said that they would investigate this issue, yet it has been over a month since we have sent photographic evidence of the damages to the hood during the windshield installation. The mechanic in question is still on the stance that he was not at fault. We demand a refund and contact by the business. As for **************, not only do we want the refund, but in order for other customers not to experience this mechanic, we would want them to cease any more business with that shop.

• Initial Complaint

  01/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In June of 2022 ****** Rav4 car windshield was broken. I reached out to WindshieldHub and explained that my car had rain sensors and was concerned that if they replaced the windshield, the sensor wouldn't work. They reassured me via text, phone and email that it wouldn't be an issue.When I finally had my windshield replaced by them (06/08/2022 - $718.71) the worker doing the job again reassured me that the rain sensor wouldn't be an issue.I didn't drive my car for a long period of time after and even then, didn't note that the sensor wasn't working because I wasn't driving in rain. I then noticed that I was missing a piece of the windshield frame (whether it was put back incorrectly, or not at all - that piece has cost me $32.13 to replace). I waited until I went to my ****** Dealer to have them check the windshield and they notified me that the windshield replacement process required a sticker which wasn't placed on the windshield, thus making the rain sensor unusable. They also informed me that there is no way that piece missing from the frame would've just fallen out unless it wasn't installed properly.I've attempted to contact ************************ repeatedly by email and online and there has been no response. I feel like they are misleading their customers by reassuring them that their replacements will work, when clearly they don't.I'm requesting a refund from WindshieldHub, along with the cost of the replacement part. I believe they are probably not even licensed to do work in the city and I'm annoyed that I got swindled by this company and even tipped their worker $100. Please look into this company and their business practices. And please also advise me if they are licensed, and of any other agencies or organizations that I can contact to warn people of their misleading business practices.Windshield: $718.71 Replacement Part: $32.13 Total: $745.84 Thank you in advance for your assistance,************************

  Customer response

  02/25/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by WindshieldHUB regarding complaint ID ********.
  
  Sincerely,
  
  ************************
  

• Initial Complaint

  01/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  ************************ sent a tech to put in my windshield. The tech tried to upsale me on a special package that I would need to pay him personally with cash.I declined and told him I just want the service I paid for thank you. His response: next time you pay me. Then proceeded to put my car back together neglecting to hook up my windshield washer hoses. 2 months later and numerous calls/ texts from me to ************** and Ive yet to have this issue corrected. I would like a full refund as the service was incorrectly performed and so I may pay someone locally to complete the job correctly. My car worked before this service now in the event of bad weather I cant clean my windshield. I have attached my receipt and this matter is still unresolved. I would prefer to seek repair elsewhere of my choosing as their tech are already shown dishonestly.

• Initial Complaint

  06/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Hi, I got the windshield replaced on 05/09/2022 and now there is a big crack on the new windshield. The crack appears from inside and no outside damage, and this is a brand-new windshield. I took it to my local auto shop, and they mentioned that the windshield is not properly installed.I tried contacting the vendor and they are not willing to replace it or even come and inspect it. They wanted to charge me for the new windshield again. I would like the vendor to refund or replace the windshield.

  Customer response

  07/21/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by WindshieldHUB regarding complaint ID ********.
  There is no response from the vendor.

  
  Sincerely,
  
  *******************************

  
  

*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. ↩