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:02/03/2025

  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 arranged to have my windshield replaced weeks in advance by this company. Dropped my car off in the morning and paid for an **** to run my errands all day. I called to find out what time my car would be ready and was told it would be about 30 minutes. I arrived only to be told my car wasnt ready. They were waiting for support to call them back because they were getting an error message when attempting to recalibrate the cameras. Turns out they ordered the wrong windshield didnt realize it and installed it anyways. They then laugh about it tell me to come back in a few days I tell them I cant be there till next Monday. They chuckle as they tell me see you soon Im the parking lot. I was specific about what kind of car I had and that it did have cameras when I arranged this. I was told I had to bring it into the shop because they couldnt come to me to do it because of the cameras. Gave them weeks to order the parts and still they got it wrong. I guess it was good for a laugh though as the gentleman I spoke to thought it was funny, the lady thought it was funny behind the counter, everyone got a chuckle except me.

  Business Response

  Date: 02/07/2025

  Mr. ******* did in fact schedule his windshield to be replaced a few weeks prior to his appointment.  Mr. ******* stated that we, Consumer Glass, put the wrong windshield in his vehicle.  That is just not true, we ran the Vehicle Identification Number associated with his vehicle which tells us exactly what windshield go in his vehicle.  We installed the correct windshield. His vehicle calls for it to be recalibrated after the windshield replacement is complete, which we attempted to complete but there was a defect in the windshield that would not sync up with our recalibration equipment.  ********** did call and ask when his vehicle would be ready, which he was told about 30 minutes.  Mr. ******* showed up to our office at approximately 2:18 pm, earlier than the 30 minutes we had told him, which he acknowledged he was early.  Mr. ********* total wait time was no longer than 45 minutes.  We informed him of the issue as soon as we found out.  I apologized to Mr. ******** let him know we would be ordering a new windshield from the dealer, an OEM part.  ********* manager, *****, let him know that the dealer did have the windshield in stock & asked told him we could remove the other windshield & reinstall the new one on Thursday or Friday of the same week.  ********** stated that he could only make an appointment for next Monday, which would have been February 10, 2025.  ***** apologized to Mr. ***************** other employee apologized to Mr. ******* as well.  ***** ordered the windshield from the dealer & had Mr. ******* set up for his Monday, February 10th appointment.  ************* agent called & stated Mr. ******* did not want to use Consumer Glass to replace his windshield, he was going to another glass company, Safelite Auto Glass.  ***** returned the part to the dealer.  I have reached out to Mr. ******* to discuss this with him over the phone, but he stated he was too busy & was in *******  He had left a message on our after hours voice mail stating to contact via email or text & that he did want Consumer Glass to do his windshield replacement. I again tried to call him because I think this issue warrants a phone conversation because of how unhappy he was with our company. We have not heard back from ********** as of today, Friday, February 7th.  We are trying to make this situation right with Mr. ************** ************* company has not been billed & his deductible has not been collected due to job not being completed.  He demanded a rental car if he wants Consumer Glass to replace his windshield, we have a new company sales car that Mr. ******* is free to drive while his vehicle is being completed.  I can assure you that at no time, our staff chuckled or laughed at Mr. ******** customer service &quality workmanship is our top priority.  We all apologized to Mr. ******* & he has been sent a $100 check to cover his **** expenses he incurred the day of his appointment (Monday, February 3, 2025).  As of today, February 7, 2025, there has not been another appointment made.  We are waiting to hear back from Mr. ************

• Initial Complaint

  Date:04/06/2023

  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.

  On 04/03/2023 I contacted Bommarito Cadillac located at (**** **** ***** ***** ***** *** ******* ********* to schedule an appointment to have my 1994 Cadillac Fleetwood Masterpiece Edition serviced. The purpose of the service was to have my front passenger window fixed, due to the window falling off the tracks when operating up/down. I was advised by the Cadillac service department that ********* ******** does not perform that service and to contact their auto glass contractor Consumer Glass, Inc (located at **** **** ***** **** ********* ********). On 04/03/2023 I contacted Consumer Glass, Inc and explained the details of the service and advised the company (Consumer Glass) that I already had the part (plastic window clips) and I just needed someone to install the clips on the window. The Consumer Glass company accepted the job, scheduled my appointment for 04/05/2023 at 3:00pm (CST) and quoted me a price of $125 for the labor only and an agreement was made. Upon arrival 04/05/2023, I met with the company manager/owner **** *******. Mr. ******* took a look at the vehicle and said he should be able to fix the issue. I gave Mr. ******* the part (window clips) and the keys to my vehicle and he took the vehicle to the rear of the store to his garage area. 20 minutes later, while sitting in the waiting area, I hear a loud yell come from the garage area. I immediately leave the waiting area to run out back to identify the source of the yelling. I ask Mr. ******* if everything was ok, and he replies that he attempted to remove a rivet on the window track and the glass shattered. Mr. ******* apologized and told me that he would check his warehouse to see if he had a replacement window. After waiting another 20 minutes, Mr. ******* emerged from the back office and told me that he does not have the glass in stock and that he would have to check around and have the glass ordered. Mr. ******* returned to the garage to put my vehicle back together (re-install door panels) and placed tape around the window. Mr. ******* returned my vehicle to the front of his store with no window tape on the door (around the window area of the car), told me that he would call me when he located the glass and that he would get it ordered. At around 5:15, I received a call from Mr. ******* advising me that he located the glass for the car in Utah and that it was the only one he found in the United States. Mr. ******* stated that the glass with shipping would cost $360 and that the install would be free. Mr. ******* stated that I would have to cover the cost of the glass and shipping and that he would waive the $125 labor cost. I asked Mr. *******, why am I being charged for an item he broke and that the window shattered due to his negligence. I advised Mr. ******* that I don't mind paying the $125 as agreed, but I refuse to pay for shattered glass due to your negligence. Mr. ******* stated that the window shattering was inevitable and the glass was going to shatter anyway, due to how glass was sitting on the track, I replied, that's why I brought the vehicle to a professional, to prevent the glass from shattering. I asked Mr. *******, if there was a possibility of the glass shattering, why didn't you advise me of the possibility, so i could make a decision to move forward with the service or not. I advised Mr. ******* that I am participating in two car shows this weekend and if I were aware of the possibility of the glass shattering I wouldn't have agreed to the service. Mr. ******* proceeded to tell me that the glass was going to break anyway and that he refused to take a loss because of this incident. Mr. ******* advised me to pay the $360 for the new glass with free install or nothing. I advised Mr. ******* that I will pursue further/legal action regarding his "Bullying" business practices. Mr. ******* advised me to go for it and that no court is going to want to hear it and hung up the phone.

  Business Response

  Date: 04/10/2023

  On April 5 2023 Mr. ****** ******** came to our shop for a door glass on his **** ******** ********* ******. I talked to Mr. ******** in our waiting room and I discussed with him the difficulty on installing the new clips to the door glass track. I told Mr. ******** that I can not guarantee the out come of repair. We agreed that I would attempt the repair, then pulled the Hearse into our shop. When I applied pressure to the new clips the door glass shattered. I then told Mr. ******** that the glass had broke and I would search for a new one and GET BACK TO HIM WITH THE GLASS COST which found later the same day. I called Mr. ******** after 5:00 P.M. the same day and gave him the price for the new door glass and shipping, from Salt Lake UT $309.06 with no labor cost. Mr. ******** was aware that I was getting him a price because I told him I would not order glass until he was aware of the cost. I did not Bully Mr. Williams, He stated he was taking legal action and stated I'm making a very fair offer with on markup for your service. 

   

  Customer Answer

  Date: 04/11/2023

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

  The company NEVER advised me of the risk. I had 2 car shows following weekend already paid for and if I had known the potential risk of the glass breaking, I would’ve DECLINED the service. *** came to the waiting area and never advise me of the potential, then when HE broke the glass due to his negligence, he called and expected me to pay for the damage he caused. The car is a show car and I would not risk any damage to the car before a show. *** also lied about the only glass existed was located in Utah because there are multiple companies that have the glass for cheaper, he attempting to price gouge.
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ****** ********

  Business Response

  Date: 04/18/2023

  Consumer Glass located a replace door glass Mr. ******** 1995 Cadillac Fleetwood Hearse. Mr. ******** picked it up today, no cost to him.