Complaints

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

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  Rock Doc Auto Glass, LLC

  14709 S 855 W Bluffdale, UT 84065-5078

  
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  Rock Doc Auto Glass, LLC

  323 N Main St Tooele, UT 84074-1652

  

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:09/05/2023

  Type:Billing 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 was in Grantsville UT. In May, 2023 and called them to do a chip repair on my Pick up windshield. They came out to my daughters house and did that. They didn’t provide any paperwork and said they would bill Progressive Insurance.
  Then a few weeks later they billed my insurance company $1600.00 for a new windshield. So we called this company ( *** *** **** ) . 6/27/2023 We can not get this resolved . Again we called 9/1/2023 to Ray and still cannot get this resolved. We also called our insurance company and they said can’t do anything. Please Help.

  Business Response

  Date: 09/05/2023

  When the customer reached out to us to say their insurance company overpaid Safelite Solutions, the 3rd parry that handles all glass claims for Progressive. We immediately reached out to both Progressive and Safelite to see what had happened. We performed our service's to Mrs. ****, just as asked. We billed for the work we performed. Somewhere along the  chain a clerical error occurred between Safelite and the insurance company. We sent several emails, phone calls, and information was shared with our shop and those two companies. I personally spoke with Mrs. **** to let her know we were working with them to resolve the matter. These processes with seral companies involved take time. I also offered to go ahead and cancel our claim and collect zero dollars for the work we completed. I told her we would reach out to her after hearing back from Safeite and Progressive on how they would like that handled. That conversation happened Friday Sept 1st. The holiday weekend just ended and she filed this complaint before we heard back from Safeite or Progressive on how to proceed. We have kept in constant contact with al three parties involved. 

  Customer Answer

  Date: 09/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  According to the insurance co. He said I paid the deductible of $100.00 which I did not, and he replaced the windshield which he didn’t. My insurance premium is going up because of this. They only did a chip repair. It is now 9/07/2023 and this is not resolved. I understand he is dealing with two companies but it appears to be taking an excessively long time. 

  
  
  
  Sincerely,
  
  
  
  *** ****

  Business Response

  Date: 09/08/2023

  We never stated we collected any deductible. We said the opposite, that your deductible was waived and no money was collected. There are four entities involved. You, the insured, us, the shop, Safelite, the glass claims administrators, and Progressive, the insurance company. Somwhere somone screwed. We have kept our records and communicated with all of you since day one. I also offered to void your glass claim all together. Instead of accepting that offer you went this route. You have every right to be upset but we did not cause this problem, either Safelite or Progressive did. As the glass shop we do not control the claims status, Safelite does. The offer still stands to have it voided completely, we will not even collect on the work that we did. 

  Customer Answer

  Date: 09/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: All Rock Doc needs to do is refund the $1,619.24 to Progressive Insurance and show proof that Progressive received the refund and I will dismiss this claim.  I’m not looking for any monetary gain!  I want this insurance claim removed from my insurance records.  The cost of my insurance rose because of this claim.  
  
  
  
  Sincerely,
  
  
  
  *** ****