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:04/21/2023

  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.

  My window gets completely smashed out at work, so I needed a company to come to my house and fix it asap. I chose Olympic over safe lite because the reviews seemed great. I call them and they tell me next day that theyll fix it. Next day comes and they come with the wrong glass, I tell them word for word its okay mistakes happen and explain that I need it fixed the following day as I work nights at a club and cannot work until my car is secure. They gave me a partial refund less than 100. They have me wake up early the guy never comes, after going back and forth with them for DAYS (of me waking up early and staying home all day) before the guy finally comes. He came bright and early with his dog that wouldnt stop barking (I got a non formal complaint from my apartment), has some random guy meet him and just seems out of it. He says its fixed and when I check maybe an hour later it doesnt go up all the way (so my car is still unsecured and I cant work still). I call back same day and they say the tech is busy and they cant fix it til the following day. The tech never comes the next day and when I called to ask why they were surprised, next day comes he still doesnt fix it. About a week after my original call I finally just had my neighbor fix it (I couldnt miss more work). During this process I talked to just about everyone in the office mainly the manager ******, multiple times throughout the process they rushed me off the phone saying they would call me back and never did. *** called three times this week to speak to the owner and they wont let me. When I asked for a refund (originally two weeks ago) ****** said he needs to talk to the owner and will get back to me, he never calls or texts. I called again last weekend to talk to a different manager and they say theyll call back and never do. I called ****** again today and they said theyd offer me $25 back after not fixing the issue for over a week, having me miss work for a week, etc.

  Business Response

  Date: 04/26/2023

   The reason we came out with the wrong glass is because ***************** said "back glass" instead of "back/rear passenger DOOR glass." I listened to the conversations with ***************** had with my office staff (multiple calls). We confirm our appointment details the day prior as well. ******, the office manager stated "I am calling to confirm your back window replacement on for tomorrow.." and ***************** said "yes." That is the reason why we came out with the wrong glass.  

  ***************** states the technician brought his dog in the vehicle and the dog would not start barking. We did confirm with the tech that is true and asked him to not bring his down on site to locations.

  Every time ***************** called, someone did get back to her. Customer states no one did. Based on the incoming and outgoing calls that statement is not true. 

  Our techs have daily routes of installs so when warranty comes up we try to squeeze them in but sometimes its just not possible to complete same day as their day is full with installs. 

  The owner is not in the office often(like most companies) so getting to "speak to the owner" is not possible at the snap of a finger like ***************** expects. 

  At no point did ***************** send in any photos of the claim that the window was down. 

  Although the communication was not what we strive for, ***************** did have a service completed (install and new door glass) so a FULL REFUND was denied. She was offered $25 refund for the communication not being what we strive for. ***************** window was broken at work. Typically this happens when a high value item (typically a purse) is left in the vehicle. ***************** states she had to miss work for the week because she was worried someone would break into her vehicle again. If someone smashed her window out when it was perfectly fine, the window being slightly not all the way up in position (as she states) would have not made a difference to whoever vandalized her vehicle the first time. She also then stated on another call that she ubered to work so she didnt have to miss work. Getting two different stories here with no proof. 

  One main thing as well, our technicians take before and after photos which I will attach. The window was in the full up position as the technician left the property and he tested it a few times to ensure it worked. Our paperwork also does state that the customer "acknowledges or represents that she has inspected the workmanship completed by Olympic Integrity." 

  Again. Olympic is declining a FULL REFUND to ****************** 

• Initial Complaint

  Date:09/07/2022

  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.

  Spoke with a man about pricing a windshield that works for ******** auto glass. Priced me at under a thousand dollars for glass replacement then Olympic Integrity shows up instead which I did not know until they handed me a invoice with no price on it. looked at my car and found scratches on my chrome and a abundance of sealant on my lower windshield and also top passenger side seal is splitting and coming off. Cover on camera is not properly installed and hanging off still. then realized they charged my insurance company over $3400.00 to replace a windshield with a non OEM windshield. I just want my windshield on my ******** looking proper. seals on the vehicle are supposed to be warranted for 30 days per their invoice and they will not fix this situation.

  Business Response

  Date: 09/11/2022

   ************* spoke a sale rep in the field, *****. ***** is a **** subcontractor so he is not employed by Olympic. He works for multiple glass companies. ***** stated he never told ************* what the windshield would be as he does not work in the office and has no idea about those details.************* had a right to see what we would be billing the insurance but as you can see on the attachment he did not state he wanted a written estimate. He only signed the box and did not select if he wanted an estimate or not.

  
  ************* sent in a ring video of the technician cleaning the glass from the passenger window. The footage was hard to tell if the techs shorts may have scratched the chrome on the door.Despite our after photos showing no damage to the chrome and customer signing paperwork which states  "The customer/consignee hereby acknowledges or represents that he or she has inspected the workmanship by Olympic and releases Olympic from any claims for damage to the vehicle. Any claims made after may be denied" (you will see that one of the attachments as well),we still had the technician go back out and replace the chrome molding around the door window. Olympic wanted to ensure the customer was happy.

  
  Original install date was 08/09/2022. Customer called the next day saying he noticed the scratches on the chrome around the door. On 08/12/22 ************** went out and replaced the chrome molding and customer was "happy". At no point was a cover on the camera "not properly installed and is hanging off still"disclosed. Recalibration team was out there on 08/12/2022 and they have no record or notes about the camera cover not being installed properly or hanging. 
  The customer called in and asked for the copy of the bill to the insurance company.  I am not sure where ************** is getting $3400.00 billed to his insurance company from.We emailed him a copy of the invoice with the total on it and that was not $3400.00. Once ************** received that email, he went from "I was happy" to "I'm not happy now" because of what we billed his insurance company. We do not make up the pricing on what to bill the insurance.The VIN decodes what windshield part number does into that vehicle and then each part has their NAGS prices which is not created by Olympic. NAGS -NATIONAL AUTO GLASS SPECIFICAITONS creates pricing for the auto glass industry and we will according to NAGS. 

  
  From the statements ************* made to my office about being happy after technician left the most recent time,which ************* fully inspected the workmanship as he disclosed he works or has worked in the auto body field so he was checking over everything the second time (after replacing the chrome around the door) to he is not happy NOW ALL OF THE SUDDEN after he received the copy of the bill, to the signatures he signed after install releasing Olympic of damages and the before/after photos we have showing no damage to the molding, there is nothing Olympic Integrity can do for *************. The photos he uploaded seems he tampered with the top molding (************* was advised that is a top molding that comes attached to the windshield so he can just push it down and it will lay down flush) and the white spots just need to be cleaned. That is not the molding "splitting and coming off." To the last photo that is Mr ****** cowl. 

  Customer Answer

  Date: 09/12/2022

   
  Complaint: 17923951
  
  I am rejecting this response because:I sent pictures in showing that the seals are peeling and not sitting properly and also the over abundance of weatherstripping sealant that is on the lower passenger side of my car. Workmanship is bad as is the seal on the upper window. I thought I was signing that they did the work. Their own warranty states 30 days for seals so I would want it fixed either way under those guidelines as it was well within that 30 day period. The camera cover is still not on properly nor was it ever. Called and let them know this. They are not standing by their own workmanship nor their warranty.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 10/03/2022

  Olympic Integrity does offer a warranty for moldings for 30 days, however, we do not send a tech out multiple times for same issue that has been resolved.  The moldings are warrantied if they have not being tampered with. The moldings are in place correctly and come attached to the windshield as well.  Olympic has before and after photos of Mr ****** vehicle.  We are sorry to hear your not happy with the work completed. It is not our responsibility to ensure you know what you are signing. ************** was out at his location after initial install date to replace door trim, even though there was no clear evidence it was the tech. The tech fixed the moldings and customers concerns at that time.  ************* stated  he was "happy with everything" after tech was done.  On 08/31/22 ************* asked what Olympic would be  billing his provider. After receiving the breakdown email, he now is an "unhappy customer. " Camera cover not being on properly is not from Olympic. His camera cover was on properly after install. The recalibration team (which is a different company)  was out to Mr ****** location on 08/12/22. Olympic sent an email to the recalibration company about the camera cover issue. ************* was advised to call that company (and name and number of that company was given) so they could send the recal tech out to fix that issue. The calibration process adjusts and tests all the cameras and sensors on the windshield to ensure they are still working properly after it is replaced. So we advise the customer to contact them as far as that cover not being on properly as customer states. ***** was the sale rep that originally spoke with *************. ***** shared screen shots of the conversation between ************* and himself. ************* told Olympic he said one thing when the text messages between ***** and Mr ******************* he said something else. At this time it is evident that ************* is intentionally tampering with items or stating false information as he is "upset." 

   

  Customer Answer

  Date: 10/03/2022

   
  Complaint: 17923951
  
  I am rejecting this response because:
  Olympic Integrity is accusing me of tampering with the bad workmanship they did and their bad product as I have not tampered with anything nor did I have to. I would love to see the before and after photos they claim to have that would show that I tampered with anything. I have before and after pictures as well. My pictures are even dated. The only thing I was happy with from what they claim is they replaced the chrome strip that again I have evidence of their tech jumping up and down on top of my car door that scratched my door sill chrome.  The strip on the top window is cracking and peeling which looks nasty and left my car far from what it looked like before they touched it. This is a unprofessional job that they are trying to wiggle out of. I texted them and told them the same day I noticed about the overabundance of sealant used as well as the strip not being right above the passenger window on top. That is the same strip that is failing 

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

  Business Response

  Date: 11/28/2022

  ************** sent a home video clip of when the technician was cleaning the windshield after install. The video shows the tech **** close to the door trim. The technician was not "jumping up and down". The techs body was close enough to the door trim (this is very common as they have to stand from the inside to reach the windshield.) It was not 100% clear if the damage was caused by the tech or not. Even though Olympics paperwork states that the customer has inspected the workmanship and releases Olympic of any damage after signing, we still took care of the issue to ensure the customer was happy. Attached is the after photo which shows the molding strip in tact and correct. On 08/12/22 our tech went back out and replaced the trim strip for the door. On that day at 4:44pm My ***** called in to our office about the camera cover issue( again he was advised to contact the recalibration company) and Mr. ****** exact words to our office were "Everything else looks good; he (the technician)  came back out and made it right and that's what counts. " The customer got upset on 08/31/22  after he was sent a copy of what the bill was to his insurance company for the replacement. Since then customer has been rude and threatening. Customer argued with my office about the **** list price for the windshield part and what OEM wholesale/retail would have been.  Customer is clearly upset about the billed amount to his insurance and is stating false claims/facts. Customer said he was lied to about the cost from the rep. I explained to ************* that he is a sale rep in the field. The sale rep provided screen shots of their conversation which does not state any price in the conversation.  Customer had a right to a written estimate but DECLINED that option. BBB should have the paperwork in prior attachment.   Unfortunately there is nothing Olympic can do for this customer