Complaints

This profile includes complaints for Auto Glass Now's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Auto Glass Now

  440 S Church St Ste 700 Charlotte, NC 28202-2059

• 

  Auto Glass Now

  3042 Freedom Dr Charlotte, NC 28208-3860

• 

  Auto Glass Now

  135 E Kings Hwy Maple Shade, NJ 08052

• 

  Auto Glass Now

  East Orange, NJ 07018

• 

  Auto Glass Now

  2612 Morris Ave Union, NJ 07083

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:07/01/2025

  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.

  Around 15 May, and I went through ********** and was sent to Auto Glass Now for a windshield replacement. The tech caused significant paint damage to the pillars on both sides of my 2023 Silverado, scraping the paint all the way down to the primer. A few weeks after the install, I noticed the driver's side was leaking near the top of the windshield and I could see small streaks of water that had been running down the inside of the truck. I contacted Auto Glass Now and they said it could be that the rubber sealant has not cured yet. One day at work it rained pretty hard all day, and it wasn't until I left to go home at 5pm, that I saw my seat was soaked. My steering wheel was dripping water that had been dripping from the saturated headliner above spanning from the rear-view mirror all the way across the driver's side front. The headliner was completely soaked. I was furious and drove home and contacted Auto Glass Now the following morning.They sent a new tech to replace the windshield a few days later and apologized for the inconvenience. They were prepared to leave it at that, and I explained to "****" the manager, that the headliner would now need to be replaced as a result of the faulty windshield replacement. Glue stains can be seen from the headliner getting saturated and she asked me to get a few estimates together. I explained that I already had a partial estimate from the previous damage caused from the scraping tool from the initial replacement. I told her that I would be going to Caliber Collision to get a completed estimate and would have Caliber Collision send the email to her with the estimate attached. This was a failed installation, and it has resulted in significant damage and has caused me to miss several days at work. I sent an email to **** at Auto Glass Now this morning and have not heard back regarding this matter.

  Business Response

  Date: 07/01/2025

  We have escalated this to upper management and someone will be in touch with the customer soon

• Initial Complaint

  Date:06/13/2025

  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 am filing a formal complaint regarding the conduct and service I received from Auto Glass Now, following a windshield replacement on my vehicle. During the service, the companys technician caused significant damage to my vehicle, including, Tearing a section of leather from dashboard, causing deep gouges on the dashboard, and Chipping the exterior paint while adjusting the rubber flashing around the new windshield.Both the technician and the shop manager acknowledged responsibility for the damages at the time. The manager then requested that I obtain four repair estimates, which I promptly provided on May 16, 2025. The estimates ranged from $2,700 to $3,500.Despite their acknowledgment of fault, I received no response after submitting the estimates. I followed up again on June 5, 2025, including a notice that I was prepared to pursue legal action if necessary. This finally prompted a response, but it was an unreasonably low offer of $829, accompanied by a strict release agreement.Given the nature and extent of the damage, especially the dashboard, which cannot be repaired and must be replaced by a ***** dealership. I declined their offer. In an effort to resolve this matter amicably, I submitted a counteroffer of $2,400, which is significantly below the lowest estimate I obtained. Additionally, I did not include the chipped paint the employee caused, in good faith to resolve this matter quickly. Please note, if further legal action is needed I will be adding the exterior damage to the total repair costs as well. Since that counteroffer, the company has ceased all communication with me.This conduct is unacceptable. I am seeking fair compensation for the damage caused to my vehicle, which they acknowledged was their fault. I hope this complaint prompts Auto Glass Now, to take responsibility and resolve this matter professionally and appropriately.

  Business Response

  Date: 07/01/2025

  We are escalating this to senior operations management so we may address the situation. 

  A manager will be in touch within a few business days.

• Initial Complaint

  Date:06/09/2025

  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.

  Auto Glass Now in **************** replaced the windshield on my 2022 **** SQ5 using non-OEM glass, which was not compatible with the vehicles ADAS system. After installation, their recalibration attempt failed, and the car entered suspension service mode. This issue was not present before the windshield work.They later installed OEM glass, but the problem hasnt been resolved. The shop acknowledged the car likely needs to go to **** for a full reset, but they havent taken any steps to coordinate or complete that. The car has now been with them for over 5 days and remains undriveable.?Resolution Requested:Coordinate delivery of the vehicle to an authorized **** dealership for proper diagnosis and repair.Cover any costs associated with the dealer reset and my rental car.Confirm the vehicle will be returned in full working order.

  Business Response

  Date: 06/10/2025

  Hello, 

   

  we are escalating this to the Regional Director and will ensure someone reaches out ASAP. 

  Someone should be in touch within the next 48 hours. 

  Best, 

  *****

• Initial Complaint

  Date:05/13/2025

  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 had my windshield replaced by this company in February 2025. In May 2025, I noticed a small crack on the left side of the windshield due to a faulty install. I went in for an appointment about a week later to have it replaced only for them to tell me that they didnt have my windshield to do the install. We set up an appointment for them to come to me the following week. They rescheduled my next appointment due to being short handed. They came the very next day to do the install. A few days later, we had a rainstorm in my area. My windshield was installed improperly which caused water to leak from every side into my car. My seats, the roof of my car, and the gear shifter was all soaking wet. They are trying to dry up the water but I am afraid of the water that they cant get to. The company is repairing my windshield but refusing to compensate for any of the water damage. I am extremely disappointed by the whole experience and I want a full refund.

  Business Response

  Date: 05/14/2025

  Hello,. 

  I am going to reach out to senior leadership team to confirm the denial of your water damage reimbursement. I will make sure management communicates with all parties to ensure you are communicated with and your complaint is addressed. 

   

  Best, 

  ***** *****

• Initial Complaint

  Date:03/28/2025

  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.

  3/28/2025- There was a tiny chip in my windshield midway down on the passenger side. While at my appointment, the manager told me that he noticed a 2nd chip closer to the top. He sat in the passenger seat and observed the chip from the inside and pointed out the smaller chip at the top as well. Once I headed home I noticed 3 additional specks around the ***air area. I initially thought that it was residue, but once I attempted to wipe it off it was evident that his was damage caused by (or during) the ***air. I immediately contacted the location and the manager initially stated that I had several chips, which was not true. He then asked me to come back to the shop. While driving back I noticed a crack in my windshield about an inch long along the top where he made the "courtesy" ***air. When I arrived at the shop the manager came out and I told him that on my way back I now see a crack along the top. He got into the vehicle to observe and then proceeded to tell me that it was already there. The entire visit was insulting as I had ******* initially telling me that the nicks and crack was preexisting. The technicians were sticking together saying the extra nicks was due to rocks, they were already there, the "legs" were already there... all of this being untrue. ******* FINALLY admitted that the nicks near the middle of the windshield were not there and that the crack was a result of the pressure from the tool - luckily I was on the phone with a customer service *** that confirmed she heard him. ******* did offer me a refund or discount to ***lace the windshield. I inquired about the type of discount and he said ****** off of a ******* windshield which was not acceptable. I do not think I should have to foot the majority of the bill, especially since the reason it needs ***lacing is due to their negligence. While I was advised that the chip ***air would be visible, I was not told about any subsequent damage or visible changes that would occur as a result.

  Business Response

  Date: 04/01/2025

  We did reach out to the customer and made sure to have upper management involved. 

  
  We have offered to take $250.00 off the cost of the windshield, and you did sign the repair waiver in regards to understanding we are not liable for damages outside of the repaired area. 

   

  That said, they have now attempted to reach out to you multiple times to make this offer and see how you wanted to proceed. PLease let us know if you want to move forward with the $250.00 off the new windshield. 

   

  Thank you, 

  *****

  Customer Answer

  Date: 04/01/2025

   
  I am rejecting this response because:

  
  No one attempted to call me. I contacted the business 3 times on Friday and again on Saturday, each time being assured that a DM or RM (*********) would contact me. They have the correct phone number because I receive their automated text messages. The fact that this company is fabricating attempted contact shows their dishonesty as displayed by the shop manager when he first denied the damage.

  Secondly, while I signed a waiver about them not being responsible for damage outside of the repair area My complaint is about damage THEY CAUSED during the botched repair. The chip was filled, but they cracked one area (the crack is exactly where the fill was placed) and caused additional chips immediately next to where the 2nd fill was done. 

  Their calls are recorded and the associate I was speaking to while at the shop stated that she heard when the manager finally admit that the damage was not there before the repair and tried to justify why the crack occurred and assure me that it wouldnt spread.

  My offer is for half the cost of the replacement windshield and the payment I made for the repair goes towards my half. The windshield costs *******. Id also want another one of their locations to do the repair. This is more than generous as I do acknowledge the two small chips, so it wasnt pristine. 
  

  However, I am prepared to go to court to request full reimbursement because had it not been for their negligence a replacement wouldnt be required.

• Initial Complaint

  Date:03/19/2025

  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 went on Feb 12 25 to replace my windshield in which they did. A few hours later found they did not replace two parts on the windshield that was there before they replaced the windshield. I confronted them about it and they threw them away. So they said they will order new ones from the dealer. We waited a little over a month which is now mar 19 and the lady got arrogant with me saying they only had one of the parts take it or leave it and contact your lawyer. So I ended up calling the sheriff and he said he couldn't help and the business was right contact your lawyer. Ok my car has never been in an accident I'm still making payments to a lienholder for the next 2 yes and they told me they don't care. First I bring you business and this is how you treat your customer? She called the sheriff on us before they wanted to attack my husband and for just putting our car back the way it was. She also stated she did not care if we went to the better business bureau or the ftc. They did us an unjust all I want is my car fix right like I brung it to them. That business needs to be shut down and never reopened again. They do not care about the customer. I spent by cc ****** for them to replace my windshield and I get treated like a criminal. I'm also a chemo patient dealing with this. Why? Just fix my car like you found it. Please help me get justice with these people. My husband ******* ******* got the work done but it's my car

  Business Response

  Date: 04/01/2025

  Hello, 

  I have sent off this complaint to upper management, and will make sure the customer is contacted immediately. 

   

  Please let us know if there is anything further we can do. 

   

  Best, 

  *****

• Initial Complaint

  Date:03/19/2025

  Type:Sales and Advertising 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.

  K&K glass installed window changed out twice damaging windshield sprayer that the ordered and replaced, forgot to install the cawl on the driverside and multiple trips due to leaking on the driverside company changed name and ask to go to the *********** location for inspection, windshield removed they cracked it and had to install another one the window isnt curved like the original factory one and wiper blades dont work as well and missing the sun block screen at rear view mirror and the windshield still leaks from center to driverside the trim isnt properly in place you can see the glass isnt in the side grove, After replacing the window shield more than 3 times now they are saying the Tahoe has rust and they are unable to warranty the windshield, ************* man said that if the first ********** had property sealed the top of the windshield this would not have happen. There company there people, there responsible, Never had any leaks before this company did the repair had caused electrical issues due to the amount of moisture.

  Business Response

  Date: 04/01/2025

  Hello, 

   

  I apologize for the inconvenience and have reached out to upper management to see if there is anything additional we can do. We do have guidelines regarding rust and limited warranties, however, we will investigate further to see if there is anything else we can offer. 

   

  Customer Answer

  Date: 04/16/2025

   
  I am rejecting this response because:

  Received the letter on Friday the company had no intension on addressing the issue they cause with installing a poor quality

  window shield, filing a complaint was a waste of time now I will need to pay another company to install another windshield 

  to stop the leak. by not putting the trim in the correct place and not sealing the glass correctly caused mold on the carpet due to the water.

   

  thanks, 

  ***** ******

   

  
  

  Business Response

  Date: 04/16/2025

  Hello, 

  We are looking into this and working with management on resolution. Somone will be in touch. 

  *****

• Initial Complaint

  Date:03/12/2025

  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 filed a claim *************** to get my windshield replaced and I got it replaced by auto glass now on March 4th 2025 at my residence ***********************. On March 8th I got my windshield tinted at tint world that cost me $316 with tax. One day later it rains in ******** and I notice a severe leak in truck caused by the windshield installment. So I take my truck to auto glass now on match 11th at 2:30 Pm and get that fixed but the fallowing day on March I noticed a lot of scratches on my brand new tint on my brand new windshield front them fixing the leak on March 11th I tried to get into contact with the buisness about this but they told me they are not liable for any damages that may have been caused to after market equipment during the fixing of the leak(IE my tint) the buisness told me they woukd not be able to help me at all ans are not liable for the damages causes by his technicians. I tried to ask him if he can pay me for the price of the tint installation ($316 after taxes) but he declined stating he was not responsible for any damages causes by his technicians

  Business Response

  Date: 03/14/2025

  Hello, 

   

  If you check the invoice, there was aftermarket detailing and work done that we cannot warranty due to the aftermarket work that he got done- due to this work, we cannot be liable for the damages or issues caused. It is all laid out on the invoice. 

   

  Best,. 

  
  AGN Customer Support

  Customer Answer

  Date: 03/14/2025

   
  I am rejecting this response because:
  The establishment messed up my first install and on the attempt to fix what they originally messed up they messed something I had done on my vehicle in the process then proceeded to claim because In the fine print it says they are not responsible they are not accountable Im not satisfied with that as being this cost me $316
  

• Initial Complaint

  Date:03/10/2025

  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.

  Auto Glass Now in **************. Damaged my car. Damaged my Tesla smart screen. Damaged my rear view mirror. Forgot to re attach the cables for the sensor on the Tesla causing the climate control to fail and not turn on.

  Business Response

  Date: 03/14/2025

  Hello, 

  I have sent your complaint to upper management and someone will be in touch with you within the next 1-2 business days. We apologize for the inconvenience and appreciate you.

  Best, 

  AGN Customer Support

• Initial Complaint

  Date:02/16/2025

  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.

  On 9/4/2024 I had AutoGlassNow located at ************************************************************************************* replaced my windshield. Invoice #*******. A few weeks later the rubber seal, I think they call it a cowl, is not resting on the windshield. I tried to call multiple times but you get routed to a calling center and can never talk to a person at the location. I went to the location in Oct 2024. They attempted to fix the cowl. A few weeks later the cowl was broken again. Again I tried to call with no results. After Thanksgiving, early Dec, I went to the business again. They told me they would order a new cowl and call me when it came in, most likely in Jan2025. To date, Feb 16, I still have not received a call. I have called multiple times and left messages with the call center to have someone from the location call me but no one has called me back.

  Business Response

  Date: 02/18/2025

  Hello, 

  I have just emailed the shop and Regional Director regarding an update needed for status on ordered cowl. 

  
  Someone will be in touch with the customer within the next day and I will also update this claim. 

   

  Best, 

  *****