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:03/04/2024

  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.

  On January 17, 2024 my car was broken into. I contacted a few nissan dealerships (as I have a nissan murano 2019) and they told me they did not have the glass in stock but recommended to me that I call Dinges Auto Glass to see if they have it in stock. I called the same day (January 17) and talked to Michael. He contacted me later that day and told me he had the glass in stock and could replace the window on Monday January 22, 2024. I booked the appointment. That weekend I had put a tarp over the window that was broken into (my back hatchback window). I had opened my back hatch to clean out all the glass that was in my trunk and put the tarp over it. My hatch was working with no grinding noises when I did this. On Monday January 22 I brought my car to the replacement shop and went to work. When my car was finished Michael had texted me, "Elizabeth It's all done and went in with no issue. There is one thing of note (and I'm not sure if you saw this before) but the driver side piston arm (that raises and lowers the hatch) has a small shard of glass in it and it's making a grinding noise. This should go away with no problem after a bit. I've left the invoice in the cup holder and the gentlemen inside that shop have the key. They told me that they close at 7pm though. If you could call me when you're off and we can get the Venmo payment taken care of, that'd be great." I went to pick up my car I had not left the lot of the replacement window shop yet and went to open my hatch (I wanted to see what the work on the window looked like from the inside and I wanted to know what the grinding noise sounded like before I left just in case I had any concern) to my surprise my hatch unlatched but the would not even open unless I forced it open and shut (this did not seem like a slight grinding noise to me that would go away with time) I called my parents and they told me to go into the shop and have someone look at it further. A gentleman came out with me and looked at it (I should note he just owned the shop and did not work on my car) but he did look at it and he shut my hatchback for me and recommended I go to a nissan dealership for them to look at it. I did just that that night. I walked into a nissan dealership where a salesman helped me and looked at my car with me. He saw that my hatch no longer opened or shut unless you used force and that the button on my back hatch to open and closed the hatch also was not working. He told me that the piston arm was broken and would need to be replaced he gave me the card for himself and the dealerships shop lead to contact. I let Michael know that my hatch wasn't working at all and that nissan looked at it and told me it was broken (not that there was just a shard of glass in it). Michael came out later that week on Thursday January 25 to look at my hatch. He told me that it wasn't doing that when they left it. I complained that a small grinding noise shouldn't sound like this or not have my hatch work for me we went back and fourth for a little while and then I told him my dad would be contacting him because I had to go to work and I didn't quite understand what he was asking me to do. My dad later told me that Michael was essentially saying that they would change the price on the original invoice from $409.89 to $450 so that when I make a second claim or get the piston arm fixed I would only be out an extra $50 (because my insurance deductible is $500) my mom and dad advised me not to do that because it sounded fishy but also because my hatch back was working just fine the day before and of installation it only stopped working after installation and that Dinges Auto Glass should take responsibility for the damages. I have been back and fourth with Dinges Auto Glass and my insurance agent where no solution has been yet made. I have not paid the invoice of $409.89 because of the dispute but am now reaching out to the BBB to see what my next steps should be and honestly asking for advice on how to proceed. I have gotten an estimate from nissan that to replace the part and cost of labor would essentially be $1000. My insurance agent did tell me that this was not part of the original claim (as it was working before) and that I would have to open a new claim so I would essentially be out an extra $500. I feel like a victim again after getting my car broken into and now having to deal with this.

  

  Business Response

  Date: 03/06/2024

  Throughout the repair process of a back glass, there is a lot of glass that will fall out and go everywhere. We had to remove the inside panel and all the interior trim pieces to properly install the new glass. Once all of the interior trim is removed, the glass has to be shaken out. The spaces are too narrow for any vacuum to get in there and simply blowing the glass with an air hose will just blow it back in the tight spaces, which will just be heard every time the hatch is opened and closed. Once we started shaking the hatch, which is a normal part of the repair process, we heard the grinding noise, which is not uncommon considering there are thousands of pieces of glass everywhere. Typically, they just work themselves out and fall out the bottom of the hatch. We did let the customer know about this noise and had absolutely no issues opening the hatch. When she picked up the car, she stated the hatch didn't work. One of our techs met her to look at it. Additionally, I agreed to meet up with her at the dealership, wanting to talk with the Service Manager and a ****** tech about resolving the issue. We had a day and time all set up, but, before the appointment, she texted me that looking at it again wasn't going to fix the issue, I disagreed, as this would maybe shed light on what was going on. I told her sometimes there is more damage done to the car than just the outward appearance. I have seen it many times in my 21 years of auto glass experience. Glass going everywhere is not our fault. The glass working its way into the piston armature was not something caused by us. It may have been caused when the vandalism first occurred or when it was opened the first time or when it was opened in order to repair the back glass. We perform certain movements of the hatch for a proper install. I told her I would talk with her insurance agent to explain what was going on, but she insisted to talk with the agent first as if to set us straight. I believe that only muddied up the situation as we deal with insurance companies all the time, we know how to handle it, but we were not given that opportunity. There is a reason we're recommended and there's a reason why we have had zero complaints and there's a reason why we've been in business for so long. We are wanting to resolve this matter.

  Customer Answer

  Date: 03/14/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the problem still is not resolved. When we had made the follow up meeting that was after already meeting with *******. ******* had already seen it was not opening or closing and that the button to close my hatch no longer worked. The follow up meeting was never planned to be at Nissan, at least that was never stated or made clear, I was under the impression that ******* and ***** just wanted to see it. Because ******* had already seen it I decided I did not want to take the time off of work and leave my patients I work with early. I take my job very seriously and had to already take time off because of this issue. ***** did not disagree that I was cancelling the meeting. He texted back, "Ok. That sounds good. As I have stated, sometimes more damage is discovered upon the work being performed. Just have your insurance company reach out to us if they have any problems. And feel free to reach out to us if you have any questions. Hopefully, you're able to have it fixed, and we can get payment for the glass installation." I told him I would be stating the facts to my insurance company and in the email I sent to my insurance company I added what ***** had been telling me that the glass could of gotten into the piston arm during the break in. My insurance company got back to me and stated they would not cover the damage because it was not in my original claim. I had let both ******* and ***** know my insurance company was not covering it because it was not in my original claim, I gave them my insurance adjuster's email and phone number to reach out to her if they had any questions or to get this resolved. ***** replied back that he would explain that the glass in the piston arm happened because or the original damage (break in). I replied that I told my insurance adjuster just that but he could give it a try. After a two week period I had not heard from *******, *****, or my insurance company so I reached out to my insurance and asked what was happening and if they had heart anything. My insurance adjuster let me know she had not heard from them in the two weeks they had her contact info. I then reached back out to ******* and ***** wondering if they were still planning on doing that or if we were resolving this in a different way since they had her contact info for so long. This was very much my last straw because it makes it look like Dinges is not taking this problem seriously and I am upset that not only did my car get broken into but not my car is broken in a completely different way. I put in the complaint to the BBB because of this while I was waiting to hear back from my insurance adjuster. I am still in contact with my insurance adjuster who plans to send someone out to look at the damage on my car and further determine next steps but it sounds like my insurance company is still leaning towards not covering the damage because it wasn't on the original claim. I will not be making another claim on my car for damage I did not cause. I will send updates to Dinges when someone comes to look at the damage on my car.
  
  
  
  Sincerely,
  
  
  
  ********* ***********

  

  Business Response

  Date: 03/25/2024

  We have reached out to the customer to resolve the matter with a resolution we feel is fair.

  Customer Answer

  Date: 04/03/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response and will just work with my insurance on the issue.
  
  
  
  Sincerely,
  
  
  
  ********* ***********