Complaints

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:10/20/2023

  Type:Billing 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.

  We called Plymouth Glass in ********** **. Explaind our issue with a leaking moon roof, they told us that they could fix the issue. We brought the car in, they examined it and deemed they could not fix it. We went to pick it up and they then charged us 150.00 for what they called "analyzing the issue". They did no work, how do we even know they "analzyed" the issue. There is no evidence of this and even if they did, nothing ultimitly was done/fixed. We were never told that we would be charged a fee if they could not fix the issue. We feel that they took money from us for no reason. If we knew this upfront we may not have taken it there, we would have taken it directly to a dealer but because they said they could fix this with ease and within 1 day we were confident with bringing it there, obviously they lied/mislead us and then took our money.

  Business Response

  Date: 11/24/2023

  We advised the customer there is always a $145 + tax diagnosis fee with no guarantee we will find the issue(s). We even have required ** Dealer signs in our showroom showing that our minimum is $145 to determine the issue. There is labor/time involved just as the dealer will do. We did unclog the sunroof drains and found that was the issue causing this as well and did not charge anything for "further work" or cleaning the drains. Unfortunately, there is time involved with diagnosing/determining any issues with a vehicle even if the issue cannot be found. When a customer brings the vehicle in, they are informed this via phone as well as in person along with our signs on the wall in the showroom. 

• Initial Complaint

  Date:06/26/2023

  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 had the windshield of my *** ** replaced by plymouth glass & mirror on June 8th 2023. During the replacement process a half dollar sized dent in the top middle of my cars roof directly above the windshield was created, along with a scratch in the paint on the roof caused by the wire used to remove the windshield, and 2 gashes in the plastic pieces on each side of the windshield along with multiple fairly large shards of glass being left inside my vehicle. We attempted to resolve the damage to my car with the company directly and they wanted to have someone come out and drive my car over a half hour away to have it repaired, which was not acceptable to me as I don’t want any stranger driving my car that far away for any reason. We asked for the car to be towed to the body shop for repair and they refused. The manager I spoke with Pete, was incredibly rude and repeatedly refused to make any accommodation to correct the situation. When asked if we could have it repaired and send the bill to the business Pete told us there was no way the dent could have been made by them and then insisted on before and after pictures and proof and basically told me I was lying about them damaging my vehicle. Overall this situation is incredibly upsetting and needs to be corrected.

  Business Response

  Date: 06/28/2023

  The client is welcome to call and ask to speak with the owner. We have tried to rectify the situation as the vehicle is drivable and does not require a tow. We agreed to take care of the damages and did not ask for pictures unless they were pursuing going on their own to have the damages fixed. We agreed to have everything taken care of. Although it is frustrating, we have tried to do the right thing and have felt significant hostility from the client. We hope to rectify the issue. 

  Customer Answer

  Date: 06/29/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  An email with estimate for repair from our chosen auto-body repair shop was sent to the business along with the before and after photos requested by the business. In order to make the situation right the business needs to pay the cost of repair. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:05/16/2023

  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.

  Numerous years ago I had originally brought my vehicle to Plymouth Glass to have the windshield replaced. About 9 plus years later the windshield started leaking. I contacted the company and was told that it would be covered under warranty if the issue was related to workmanship or failure of the seal on the windshield.
  
  Upon bringing my vehicle to the shop I expressed concern over being charged to ‘look’ at the issue. I expressly made my concern known to the manager and asked if they could let me know if the leak was covered under warranty. I was told not to worry and that they would drive it into the bay to take a look at the car. My understanding was that they would look at the issue, and if was covered by warranty, that they would take care of it, and if it was not covered by warranty, that they would provide a price for repair.
  
  Plymouth Glass stated that the water leak was not due to the prior windshield replacement, and therefore not covered under warranty, they are mistaken. They removed the trim and molding removed from the vehicle, found a pinhead of rust, and claimed rust caused this issue. At no time did they ever actually attempt to confirm their suspicion by pouring water on the area in question. If they had done so, they would have seen that the water leak was originating from precisely the point at which the windshield is ‘glued’ to the vehicle. Upon returning home from Plymouth Glass, I removed the windshield trim and interior molding. I then proceeded to pour water in the channel of the windshield trim. Watching from the interior of the vehicle I could see water begin to emerge from behind the glass of the windshield. Upon closer inspection you could see that seal under the glass (along the edge) was not intact and was the cause of the issue. The area of rust (which was below this region) was a result of the leak and not the cause. I was billed $175 and they lied about attempting to fix the issues.
  Regards,
  ****** * **********

  Business Response

  Date: 05/23/2023

  At this point, we have addressed this issue multiple times with the client's credit card company. The customer was advised that it clearly was not the windshield if it was 9 years later and had no issues prior to that. We advised him we would look at the vehicle but there would be a minimum diagnosis charge of $145-165.00 to look at the vehicle. The customer advised and brought it in.  Upon bringing the vehicle in, there was profound rust found and the customer was advised of why the water was coming in and that he should take it to a body shop to remedy the issue if he wants it fixed correctly. There is no amount of glue or "fixing" that can be done when the body has rust and holes that are allowing water to penetrate into the vehicle. The customer paid and signed the credit card receipt. There was no attempt of the customer to contact us or speak with myself or a manager. It wasn't until we received a "rejection of payment" from our credit card company that we had even known there was an issue with Mr. **********. In addition to the above, we have signs all over our building that state you allow us to bring your vehicle in and agree to the diagnosis fee that we are required to have by ** State Law as a repairer shop. That provides us with the authorization to bring the vehicle and make sure we are guaranteed payment should the customer not want to pay. 

  Customer Answer

  Date: 05/29/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The business did not see profound rust as said.  It was minimal and did not cause the issue.  They did not properly diagnose the issue.  The issue was repaired by myself by resealing the windshield both inside and out where the previous seal failed.  If they have spend 30 seconds to diagnose the issue they could have done the same.  Instead it seems as thought they did not want to acknowledge that it could have possibly been related to the previous windshield repair.

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