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:10/31/2023

  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.

  In June my windshield was struck by a rock on the highway. The crack was 1/2 an inch long. I called my insurance. ***** from Precision Glass came to my work & made the repair. I gave detailed instructions regarding the location of my vehicle, the color/make/model ***** called twice having trouble locating it. This was the 1st of 3 odd things I thought took place during the repairAfter, I got in my car and it looked as if nothing had been fixed. Ive had cracks and chips repaired in the past, and I know the appearance has a difference when the resin is used. This was the 2nd odd thing i noticed. I called precision glass the next day to confirm that the repair had been made & they assured me it was A week later, they texted me stating that they could not locate the vin number on my vehicle & that they need it in order to submit the claim to insurance. That was the 3rd odd thing about my repair because the vin # on my vehicle is in the same place the vast majority of all vin #s are. I began to have suspicions the work had even been done Oct 23, I used my defrost for the 1st time this season. 20 mins into my drive, the same crack that was repaired expanded from a 1/2 inch to approx 4 in. I called precision glass and they told me the damage has to be smaller than the size of a quarter to repair. I explained how they were the company that supposedly made the repairs months ago & that I was doubting that it was done. After speaking with the manager, they agreed to send someone out to verify if the repair was even attempted. When I asked what technician they sent to verify the work, they told me it was *****. The same technician who was originally dispatched to make the repair They offered a small discount on a new windshield as an apologyToday, I had a technician from Safelite come out and assess the *********** maintains he is positive that no work was ever done on that chip. In his professional opinion he stated he saw zero evidence of an attempted repair

  Business Response

  Date: 10/31/2023

  Apologies for the inconvenience and frustration of this situation. We do hundreds of stone chips every month and most of them are successful. Unfortunately, sometimes the aesthetics of a finished repair don't meet expectations of the  owner and sometimes they do fail. When this happens, we either refund the customer or take the amount of the repair off the cost of a windshield replacement. If it was originally an insurance claim, the invoice gets credited back to the insurance company. 

  We would be happy to work out a discounted price for the inconvenience.

  Customer Answer

  Date: 11/01/2023

   I am rejecting this response because:
  
  Business did not address/acknowledge the main reason of this issue. 
  A professional 3rd party experienced in the field investigated the repair and found no evidence of a repair ever being attempted. He said there would be resin visible and that of all the chip repairs hes ever seen in his career, he would be able to see the presence of resin. He did not see evidence that a repair was made so he concluded a repair was never made. 
  

   

  Business Response

  Date: 11/02/2023

  I have not seen the car first hand but would be happy to look at the repair and discuss a solution.

  Customer Answer

  Date: 11/07/2023

   I am rejecting this response because:
  
  I am not rejecting this response, but accepting this response would effectively close this claim. Im not willing to close this complaint on the basis that you agree to come look at the damage. 
  last week in an email with precision glass they already told me they would send their supervisor to evaluate my windshield. I gave them my address and a 10 hour window for multiple days and they have not come to evaluate my windshield. So I find it odd that theyre proposing something that theyve already agreed to do, but havent done. 
  I will agree to close this matter and pursue no further action if precision glass agrees that if it is determined that no evidence of an attempted repair exists by themselves or a second independent party who is experienced in auto glass repair, precision glass will replace my windshield. 

  Business Response

  Date: 11/07/2023

  I would be happy to look at the vehicle and provide resolution. Please call the office and ask *********** number and we'll communicate directly.

  Customer Answer

  Date: 11/14/2023

   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.

  
  

  Thank you.