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:10/18/2023

  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.

  Went through glass.com to use a company ******** Replacement in ********* ********** to replace a windshield. When they replaced the windshield they causes a stress fraction at the bottom and it cracked. They agreed to replace the windshield but after that went radio silent. Its been 3 days and still no response. This is extremely unprofessional with the lack of communication. We have pictures and text messages of them promising they would come but next came.

  Business Response

  Date: 10/19/2023

  *********,

  We don't have any customer records pertaining to you booking a replacement with our affiliate, EZ Glass. However, we are aware of the issue you're inquiring about relating to the 2020 ***** Civic sedan windshield replacement booked by another customer, Summer S.

  ********************** is working diligently with EZ Glass to ensure they resolve your issue promptly. EZ Glass is fully aware of the situation and has scheduled with you to replace the glass tomorrow morning, Friday October 20, 2023. EZ Glass has communicated this with you. Both EZ Glass and Glass.com have been in steady communication with you since learning of the issue. We have phone and text records of such communication.

  We ask that further communication come directly from the original customer, Summer S. 
  

  Thank you for your continued patience while our affiliate, EZ Glass, works to resolve this issue. 

  -Glass.com

  Customer Answer

  Date: 10/19/2023

  I will accept this but I have the messages and they clearly have indicated multiple times they were going to show up and never did. I worked with someone at glass.com who said they would call yesterday and never did. I had to push you guys to push them to call me. It shouldnt have taken 4 days to communicate when they can fix the windshield. They have reached out about an hour ago to confirm they will show up and Im hopeful they will. But this would be the 3rd time they have reached out and told me this and didnt show up. 
  

  if they dont show up I will make sure Summer S will take appropriate action and we can dispute the messages I have from ez glass and glass.com in court. 
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *************************************