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.

close

Find a Location

Auto Glass Now has 148 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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

  352 Washington Ave Belleville, NJ 07109

• 

  Auto Glass Now

  135 E Kings Hwy Maple Shade, NJ 08052

• 

  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:02/10/2025

  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.

  I recently went to have my rear passenger window replaced on my 2011 Chevrolet Silverado at auto glass now ***********, ** 02/10/2025. During the process the technician damaged my driver powerseat and passenger window electronic components. My driver seat will not move and is stuck in furthest rear position making it difficult to reach the pedals and safely operate the vehicle. The powerseat worked when I arrived because the technician used the controls to push the seat all the way back. My passenger window will not go down from my driver side switch but will from the passenger. As well during the installation the technician failed to remove any of the broken glass inside the door panel. It was completely filled with broken glass. I had to personally take the door panel off and remove the glass myself. I would like a refund for the poor quality of service and a repair or replacement of the other damaged components. The technician said he didnt do it and the supervisor said he would contact district manager and would get back to me. The whole attitude was that its not our problem and they werent going to do anything about it. I am now stuck with a vehicle that is not safe to operate.

  Business Response

  Date: 02/14/2025

  Hello, 

   

  We are so sorry to hear about these issues, and are passing the message along to our upper management team to discuss resolution. 

   

  Please give us some time to look into the events and your message and we will respond with next steps. 

   

  Thank you, 

  *****

• Initial Complaint

  Date:02/01/2025

  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.

  On or about November ******* I brought my truck to get the windshield replaced for $237.00 and in return they did more damage to my truck. They gave me back my truck with my rear view mirror vibrating & wobbling when I drive. I tried to resolve the issue with the manager of the shop and they did not make any attempt to try to repair, fix or replace the mirror. They did not take any responsibility. My next step was I contacted the district manager who did not take responsibility either. In his opinion was that nothing is wrong with it. I have called the corporate office multiple times and no one calls me back either. I also emailed the corporate office as well with no resolution. I provided an estimate for repair of $1600.00 from the mechanic where it indicated the proper tool was not used to remove the mirror and they broke the clip. I am providing the estimate of the report along with the video showing this. No offer has been made to repair my truck as I did not give them a truck with a broken mirror but got a truck back with one. I need a resolution on getting this repaired. Video upon request via email showing damage to my mirror.

  Business Response

  Date: 02/05/2025

  Hello, 

  
  We did everything we could to ensure the customer complaints were addressed and resolved. 

  Please not the manager uploaded multiple pictures and communication. 

   

  THank you 

  Customer Answer

  Date: 02/05/2025

   
  I am rejecting this response because:
  The business did absolutely nothing to fix my rearview mirror that they have damaged. They are refusing to take any type of responsibility for the damage they caused. its clear if you read their response that they did nothing to rectify the matter

  Business Response

  Date: 02/10/2025

  Hello, 

  We have already examined and fixed the issues that we were at fault for. Our RD even took a ride around to see what the customer was frustrated with. We are doing our best to meet on middle ground, but unfortunately, we have done our due diligence in rectifying the issue. 

  The issue is, there is not one where the mirror is concerned. 

  Please reach out to ***** or *** ******* to discuss further and we can see if there is further action we can take. 

  Customer Answer

  Date: 02/11/2025

   
  I am rejecting this response because....

  
  The business did not fix anything. Please have the business explain to me what they fixed as in their response there is no answer as to what they repaired. Mr. *** *******, who represents the company in his opinion, there is nothing wrong with the rear view mirror. He is the regional manger who is a representative of the company so of course he is going to say that there is nothing wrong with my mirror.  So I would happy to bring this to an independent party and go over the estimate that I already got on the damage. The auto glass company has yet to take any of the blame for the damages they caused. I feel this would be the best solution is getting this resolved going to an independent party.

  Again, I did not have this problem with my rear view mirror prior to the company installing the windshield. No, attempt has been made to fix the mirror by the company. All I want is my rear view mirror to be repaired,  thanks.

   

  Bob 

  Business Response

  Date: 02/14/2025

  Again, looking into this furtherr

  Customer Answer

  Date: 02/16/2025

   
  I am rejecting this response because:
  the business only response is they did everything they can to fix the problem . and in fact again I will repeat my self the business did absolutely nothing other than say they did everything they can. this is a absolute disgrace that this business refuses to take any responsibility or even make an attempt to repair my mirror .they're only response is we did everything we can

• Initial Complaint

  Date:01/18/2025

  Type:Product 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.

  Original date of Date of Service: 12/16/24 (improper window installation), Return Date: 12/26/24 1/15/24 Review on website: Quite interesting many of the reviews speak of speed of service, which is great when the job is done accurately. Be sure to double check the QUALITY of your servicein my case, received a botched job! Once rolled down, I observed the window was not properly aligned with the rubber support that moves the window up/down and required 2 hours of out of town travel back to ******** to correct a 5 minute job, per the words of the shop manager himself. I have made numerous attempts and been waiting almost (3) weeks to speak with someone regarding my disappointment with this service appointment following a number of verbal & written communications! Time to move this situation in a new direction to levels above the local managers, I have encountered especially when you recognize inadequacies and incompetency (non-responsiveness). Full resolution to this matter IS NOT an option. Moral of the story: inspect what you expect and more importantly what you pay for. However, pursue poor services experiences. Theres nothing we can dounacceptable, and frankly speakingwrong answer!.Additional contact attempts: Spoke to on site manager 12/26/24 and his manager, **** ******** via phone ************** the same day, who said perhaps I should have gone to *********, ** (4 hours away) and not paid the expenses to return to their location. How ludicrous of a recommendation, which would have cost more money and time, not to mention it was the holiday. She had no feasible solution to my request to refund to my credit card the cost of the return trip; but, stated she would escalate my concern to her manager. No response received and text a reminder to her on 1/7/25 (received read receipt, no response) and again on 1/14/25 (received read receipt and still no response). To date no response received as promised by a manger of this company. This is unacceptable!

  Business Response

  Date: 01/21/2025

  Hello, 

   

  I truly apologize for this inconvenience that you have experienced. I am reaching out to upper management and we will see if there is ability to resolve. 

   

  Again we do apologize for your negative experience and hope we are able to turn it around. 

   

  Best. 

  Customer Support Manager **********************

• Initial Complaint

  Date:01/15/2025

  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.

  CLAIM NO: ******* Windshield was replaced CLAIM NO: ******* Passenger side exterior *****/ panel blew off/ flew off of my car while driving on the highway. I called my closest AGN (******) to report the concern. It took roughly one month total time for the piece to be repaired. I drove an hour to my initial appointment, waited for service and then was told that the *****/panel had not been ordered because there was confusion. Two weeks later I returned to wait 30 minutes with my toddler. While waiting 30 minutes my car was left running. Eventually the piece was "repaired" and I left with pieces of black tape holding the *****/panel in place. October 2024 - (******, **) Again while driving October 11 the panel blew off again. I called the AGN Durham shop October 14. I was told that someone would call me back. I called the Durham shop again October 16 I spoke with ** who identified himself as the store manager and I sent him pictures of the issue via text. ** notified me at 11:38am 10/16/24 that he reached out to his supervisor and someone would be in touch soon. I was then contacted by a young lady from the ****** location who informed me that the ****** location WOULD NOT be fixing the *****/ panel because they had already fixed it once prior. She then suggested the damage was my fault, informed me of the cost ($220) and told me I should not have driven off the AGN lot in July if there was an issue. I asked if the panel/***** was required to be removed to replace the windshield. She did not know and had to ask. She confirmed that the panels/pilars HAD TO BE REMOVED to replace the windshield. I HIGHLY RECOMMEND THAT THIS CALL BETWEEN MYSELF AND THE AGN DURHAM EMPLOYEE BE EVALUATED FOR QUALITY ASSURANCE. I was told this district manager (***) would be contacting me however to this day I have not heard from the individual. I was then connected with a shop manager in ********** (*******) who offered to fix the panel/***** November 6, 2024. CLAIM NO: *******

  Business Response

  Date: 01/30/2025

  Hello, 

  We do understand and apologize for all you had to go through for the resolution of the issue. 

  Based on your files, we do have see that we were able to repair the issues at hand. I have forwarded the request to my upper management team. 

   

  Thank you, 

  Joyce 

  Customer Support Manager **********************

  Customer Answer

  Date: 01/30/2025

   
  I am rejecting this response because: I would like to hear from upper management and I would like upper management to provide compensation. The amount of time it has taken to receive a response is unprofessional and unacceptable. 
  
  

  Business Response

  Date: 02/03/2025

  Hello, 

  We hear your complaint and were happy the issues were resolved. 

  At this point, we have warrantied the issue and remedied it to satisfactory. Please note we deny the $5000.00 claim of pain and suffering/lost wages, as we have attempted to right the wrong. 

   

  Thank you, 

  Management AGN< Customer Support 

• Initial Complaint

  Date:01/02/2025

  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 July 02, 2024, I requested and paid for the installation of an *** (Original Equipment Manufacturer) windshield on my vehicle. Despite this, Auto Glass Now installed an OEE (Original Equipment Equivalent) windshield, which does not meet the specifications of the *** windshield I requested. Additionally, the installation process resulted in visible damage to the interior defroster grille and side trim due to glue spillover.Attempts to Resolve:In good faith, I have made numerous attempts to resolve this matter directly with Auto Glass Now, including: July 23 and July 24, 2024: I contacted ****** ******* by phone and email. July 25 and July 30, 2024: I emailed your customer service department at *********************************** August 6 and September 11, 2024: I contacted *********** ******* (****) by phone and email. September 11, 2024: I contacted ***** ******* by email. October 08, 2024: Sent certified mail to corporate office To date, Auto Glass Now has not taken any corrective action, despite being fully aware of the issues. Violations and Legal Implications:Auto Glass Nows actions constitute violations of consumer protection laws, including:1. Deceptive trade practices: By installing an OEE windshield when I specifically requested and paid for an *** windshield, Auto Glass Now misrepresented the quality and nature of the service provided.2. Failure to perform services with due care: The damages to the defroster grille and side trim caused by glue spillover during installation indicate a failure to meet the standard of care required for such services.

  Business Response

  Date: 12/17/2024

  Hello, 

  We apologize for the series of events that occurred regarding your replacement. I have now involved senior management to hopefully rectify the situation and allow for next steps. 

   

  Someone from our company will be in touch with you to discuss what to expect. 

   

  We truly apologize again and look forward to resolving this matter. 

   

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22638181
  
  I am rejecting this response because:
  Auto Glass Now due to their failure to address or resolve this issue that I have been attempting to resolve since July 2024. Despite multiple efforts to contact the company, they have failed to provide any corrective action or response.
  
  Below is a timeline of my attempts to resolve this matter:
  July 25, 2024 Sent an email to customer service at ************************************************************.
  July 30, 2024 Sent a follow-up email to the same customer service address.
  August 6, 2024 Contacted *********** ******* (****).
  September 11, 2024 Reached out again to *********** ******* (****) and ***** *******.
  October 8, 2024 Sent a certified letter to Auto Glass Now.
  
  Despite these efforts, Ive been told someone would follow up and I have received no response, acknowledgment, or corrective action from Auto Glass Now. The companys failure to communicate or address the matter demonstrates a lack of good faith and disregard for customer service.
  

  I am requesting that the BBB assist in holding Auto Glass Now accountable and facilitating a resolution to this issue. I have provide copies of email correspondence and certified mail receipts as evidence of my good-faith efforts to resolve the matter directly with the company.
  

  Business Response

  Date: 12/20/2024

  I have forwarded to upper management and they will be addressing this matter. 

  Customer Answer

  Date: 12/20/2024

  Complaint: 22638181
  
  I am writing to formally reject Auto Glass Nows response to my complaint, as it fails to provide a meaningful resolution to the issue that has been ongoing for over six months. The companys response to the BBB is identical to the dismissive responses I have received directly from them during my numerous attempts to resolve this matter.
  
  Despite these multiple efforts, I have received no substantive response or corrective action. Their response to the BBB is a continuation of their pattern of avoidance and deflection.
  
  Consumer Rights Violations & Applicable Codes
  1.Breach of Contract (Violation of Uniform Commercial Code - UCC 2-601)
  Under the **** consumers are entitled to perfect tender of goods and services as promised. Auto Glass Now has failed to fulfill its contractual obligations under the original terms and conditions agreed upon. Their continued noncompliance and refusal to take corrective action constitute a breach of contract.
  

  2.Failure to Address Consumer Complaints (Violation of FTC Act - 15 U.S. Code 45 - Unfair or Deceptive Acts or Practices)
  The ************************ (FTC) requires businesses to act in good faith to resolve consumer disputes. Auto Glass Nows disregard for my numerous communications demonstrates an unfair and deceptive business practice. Their failure to respond appropriately is a direct violation of consumer protection laws designed to prevent such conduct.
  

  3.Failure to **************** as Advertised (Breach of Implied Warranty under UCC 2-314)
  Under the implied warranty of merchantability, a business is required to provide goods and services that meet a reasonable standard of quality and performance. Auto Glass Now has failed to deliver on this obligation, and their failure to provide an effective resolution demonstrates a breach of this implied warranty.
  

  4.Neglect of **************** Obligations (Violation of the Consumer Bill of Rights Right to Redress)
  The Right to Redress ensures that consumers can seek remedies for faulty services. Auto Glass Now has refused to provide such remedies, despite being contacted via email, phone, and certified mail. Their refusal to respond violates fundamental consumer rights to have issues addressed in a fair and timely manner.
  
  Summary of Contact Attempts as well as other supporting documentation has been provided to BBB. I am requesting that the BBB take further action to ensure that Auto Glass Now complies with its obligations under consumer protection laws, including but not limited to the **** FTC Act, and principles under the Consumer Bill of Rights. I demand that Auto Glass Now provide a clear and comprehensive resolution, including compliance with the original terms and conditions.
  
  I respectfully ask for the BBBs support in holding Auto Glass Now accountable for their ongoing failure to honor their legal obligations.
  
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 12/23/2024

  The glass that was installed int his customers vehicle was in fact OEM. It is NOT OEE... it has the ***** brand and is purchased through OEM distributor. We are unsure why the customer states otherwise. 

   

  Thank you, 

  Customer Answer

  Date: 12/24/2024

  Complaint: 22638181
  
  I am rejecting this response because
  
  On July 2, 2024, I requested and paid for the installation of an OEM (Original Equipment Manufacturer) windshield on my vehicle. Despite your claim that the installed windshield is OEM, multiple factors prove otherwise:

  1.Dealership Verification: A certified dealership has confirmed that the windshield AGN installed is not OEM and does not meet the specifications for my particular vehicle according to the ****** Supporting documentation and photos of the windshield, including the manufacturer markings, have been provided to substantiate this claim.
  

  2.Damage During Installation: AGN installation process caused visible damage to my vehicles interior defroster grille and side trim due to glue spillover. This level of carelessness is unacceptable and demonstrates a lack of professionalism. 

  3.Improper Installation: The improper installation has resulted in several safety hazards, including:
  Excessive condensation buildup.
  Faulty calibration of vehicle systems.
  Impaired defroster function due to the damaged grille.
  Residual glue obstructing functionality and appearance.
  
  These issues are not only inconvenient but compromise the safety and integrity of my vehicle.
  
  I am formally requesting again the following actions:
  
  1.Full Refund: Refund the payment made for the windshield installation in full.
  

  2.Full Refund: for the purchase of grill and installation of the new OEM grill. 
  
  3.Glass Retrieval: You may collect the improperly installed windshield from my location upon refund issuance.
  
  Again Im respectfully asking for the BBBs support in holding Auto Glass Now accountable for their ongoing failure to honor their legal obligations. Review documentation.
  
  
  
  
  
  
  

  Business Response

  Date: 01/14/2025

  *******, 

  AGN installed the proper OEM glass that is established for your vehicle. Furthermore, there are no issues with the quality or installation that would warrant a full refund. 

   

  At this point, we unfortunately will not be able to refund you per senior management as well as by our policy. 

  This replacement was done and you were satisfied with the work per the signed invoice... I apologize that insurance is not reimbursing you, however, we cannot refund you for a job done that met the expectations of our policies and your requests. We have provided all proof to the BBB as well as upper management internally and are unable to refund you at this time.