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:06/30/2023

  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.

  Contracted with Glass Doctor to replace windshield in my 2018 ************* on May 30th. They replaced the windshield on June 2nd and had someone come out to calibrate the windshield on June 6th. Their internal notes said they could not calibrate the windshield correctly, but Glass Doctor went ahead and billed my insurance and was paid in full. Returned home on June 13th. Started my car and warnings came up that the windshield was not calibrated correctly. Emailed Glass Doctor the same day asking what is up? There was no response.Called Glass Doctor on June 15th - spoke to a nice woman that told me the internal notes said they could not correctly calibrate the windshield. Asked why no one told me. She did not know but promised a manager would call that day. No one called.Emailed Glass Doctor on June 19th saying no one has contacted me and I would send a one star ****** review in 4 hours if no contact. The store manager called me! Apologized, said they could not calibrate the windshield correctly. Told me I had to bring my car to the dealer to calibrate. **** to text him about the appointment and he would make sure the work was pre-paid by Glass Doctor. Texted him at ************ and told him June 27th at Jaguar Sarasota.Called Jaguar on June 27th. They said there was no prepayment. Moved the appt to June 29th. Called Glass Doctor. Was told the manager would take care of it.Went to the dealer to calibrate on June 29th. Was told no prepayment. Had them start the calibration anyway. Called Glass Doctor. Was told a manager would call. No one did.Had to wait 5 hours for my car. The dealer calibrated the windshield but told me the warning lights were still on. Asked if it was the windshield install. They said they would need to charge to investigate.Called Glass Doctor on the way home. Demanded to speak to the top manager. Was told he would call me within the hour. No called, again. Who will address this?

  Business Response

  Date: 07/12/2023

  ******************,
  Thank you for bringing this situation to our attention. We understand your justified frustration and the inconvenience regarding your windshield calibration. We definitely failed to deliver good service and follow up communication regarding the calibration.  Please know that Glass Doctor attempted to pre-pay for the calibration; however, the dealership would not accept our payment until the job was completed because they said the labor hours would vary.  Since we were not allowed to pre-pay, the dealership agreed to contact us when the service was completed and send us an authorization for payment. Apparently, they charged you instead.  We never intended for you to have to pay any of these expenses directly.
  
  We received a paper copy of your complaint and upon receiving log-in information from the BBB, we have received your receipt from the dealership and will reimburse you. Our auto manager, *****, has left you a voice mail and text message for you at ************** to collect the receipt of payment(s) from you. If you would please text a photo of the diagnostics receipt to **************, we will begin processing payment immediately. As a peace offering for your inconvenience, we are also mailing you a $100 Publix gift card today. Should you have any questions or additional concerns,please contact ***** directly at **************. Thank you.

   

  Customer Answer

  Date: 07/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************