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Business Profile

Windshield Replacements

Icon Auto Glass

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Windshield Replacements.

Complaints

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

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Icon Auto Glass has 6 locations, listed below.

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    • Initial Complaint

      Date:06/07/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      We hired Icon Glass to install a new windshield for a 1989 Land Rover Defender. We purchased the windshield from Rovers North for $602.59 (attached). An Icon Glass technician showed up on May 8 and removed the original glass from the vehicle but said the install of the new windshield needed two people and he would be back the next day.
      The next day, May 9, a different technician, Mike, showed up with his son and his son broke the new windshield before it could be installed. Mike put the old windshield back in so we could drive the vehicle. Mike said he would order a replacement and we gave him the part # and Rovers North info so he could call and order the proper model. Mike ended up ordering from a different company than Rovers North. ?
      When he showed up 2 weeks later on May 24 with the replacement, he removed the original vintage windshield and broke it. When he went to install the new glass that he had just purchased, he realized he had ordered glass for a Range Rover not a Defender. We again gave him the info for Rovers North and the part #.
      He said he would order the correct windshield from Rovers North the next day but 2 weeks later AGAIN showed up with the wrong windshield from a different vendor. We said Let’s order it right now and he said he didn’t have the money to pay for another one. He told us Lesley J*****, owner of Icon Glass, said that the windshield had to come out of his own pocket-she would not be paying for it.
      So, our Defender has been sitting in the garage, inoperable, for a month and counting.
      We have tried several times via email, phone, Facebook messenger and text messages to contact both Mike and Lesley J***** and neither have responded. The secretary who answers her phone keeps saying Lesley is ‘in meetings all day’.
      We have given them both ample time and opportunity to reimburse us $602.59 for the windshield they broke. Will wait for BBB response before taking further action. Thank you.

    • Initial Complaint

      Date:05/26/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Damages noticed on my vehicle (2024 Tesla Model 3) after the icon glass technician disassembled my door panel to replace the glass before he apparently realized he brought the wrong glass for the repair. Just leaving with the screws, screw covers & trim pieces sitting in the door storage compartment. Saying "he'll be back tomorrow to complete the job", would be completed the following day as they had the part but it was the end of day. I don't think he should have left the parts disassembled then I was told it would take 2-3 weeks for the glass, I understand that it might take time for the glass to arrive. But more than anything I'm disappointed that my car was damaged out of thin air. I actually had the damage inspected by another glass company and was told it seems like the tech wasn't knowledgeable in this type of replacement and was not using the proper tools or disassembly process. I've reached out to the office multiple times and sent photos of the damage with no reply, the dispatch person I spoke with seemed very unconcerned and said "the tech said he didn't do anything" like of course he wouldn't say he messed up my car are you serious what a disappointment I would never try and use them again let alone recommend them to ANYONE. Very unprofessional, also they were in able to give me an estimate time for the tech to arrive so I was stuck sitting around all day waiting for this guy to come and ultimately just make more issues to only not own up to it. If your looking for glass replacements beware of ICON, finally I chose Magic windshield to do the replacement and damage inspection. They did an amazing fast professional job I was very happy with them try them out before thinking of going with ICON. They were the cheapest quote I received maybe that's just what you get for the value of your dollar totally not worth the trouble

    • Initial Complaint

      Date:08/31/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 purchased a replacement windshield through Icon Glass for my Jeep and had them install it. Several months later I found the Jeep had a stress fracture across the entire windshield. It was not caused by a rock or debris. The company refuses to pay for a replacement for their faulty product. They did not disclose to me that they do not warranty their product until after I called them about he crack. I am seeking a replacement or a full refund.

      Business Response

      Date: 09/11/2023

      STRESS FRACTURES ONLY HAPPEN WITHIN THE FIRST FEW DAYS TO FIRST WEEK. THEY HAVE TO DO WITH THE ACTUAL SET OF THE GLASS AND THE GLUE. WHEN THE GLUE AND GLASS SETTLE TO THEIR NATURAL CURVATURE AND SET THEY COULD STRESS CRACK. WE DO HONOR OUR WORKMANSHIP. BUT THERE IS NO WAY FOR A YEAR LATER THERE TO BEA STRESSFRACTURE. THAT CRACK WOULD HAVE TO HAPPEN BY A POINT OF CONTACT. WE ARE HAPPY TO GO OUT AND LOOK AT IT AND GIVE A GOOD RATE, BUT EVEN FOR STRESS CRACKS WE DON'T REFUND ON THE ORIGINAL INSTALL. WE REPLACE THE GLASS WITH A NEW WINDSHIELD.

      I'M HAPPY TO GIVE A COMETITIVE OFFER ON THE WINDSHIELD.

      Customer Answer

      Date: 09/11/2023



      Complaint: ********



      I am rejecting this response because:

      The crack was not the result of debris. It was fine one evening and cracked the next morning while in the garage. I'm sorry, but after researching this, it is not uncommon for a stress fracture to occur within the first year and beyond. Several reasons for that including temperature changes, poor quality product, and installation error could have been the cause. 

      I would withdraw the claim for a 50% refund an an admission of the problem, but just saying it can't happen after a week defies the laws of physics and is simply not true. 


      Sincerely,



      ***** ***********

      Business Response

      Date: 09/13/2023

      I UNDERSTAND THE FRUSTRATION FOR SURE. IT JUST REALLY WOULD BE AN ANOMOLY TO HAVE A STRESS FRACTURE A YEAR LATER. BUT LIKE I SAID WE DO HAVE A WARRANTY PROCESS THAT WE DO HONOR.  WE JUST NEED TO SET UP AN APPOINTMENT TO SEND A TECHNICIAN OUT TO LOOK AT THE WINDSHIELD. IF THERE IS NO POINT OF CONTACT, WE SIMPLY REPLACE YOUR WINDSHIELD AT 100% NO COST TO YOU.

      IS THERE A DAY THAT WORKS FOR YOU?

    This business is not BBB accredited.

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