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:02/13/2023

  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 12/05/2022 I contacted Tucker Urdahls ***************** and talked with ****** about replacing a broken windshield on my 2007 ****** 4Runner - State Farm policy # *** 9052-D14-47H. ****** asked me to contact *** *** at Patriot Auto Glass to make an appointment for a replacement. I contacted *** at Patriot to make an appointment, and was told ******* would only make an appointment if State Farm agreed to pay by check from their office, rather than using their third party payment service, **** Services, due to past payment issues with ****. ****** contacted ******* and agreed that their office would pay Patriot by check instead of using ****. Patriot called me back and made an appointment for for 12/08/2022 to replace my windshield, and the windshield was replaced. On 02/07/2023 *** at Patriot left me a voice mail message saying that State Farm never paid him as agreed. I contacted State Farm 2/7/22023 and talked with ******, and she said they paid Patriot by ****, but that Patriot refused payment by ****, and did not remember that she agreed to pay Patriot by a check from their office. ****** said she would talk to State Farm claims to resolve the issue, and would call me back. I was not called back. I again contacted State Farm on 2/8/2023 and talked with ****** to find out when they would pay Patriot, and she couldnt provide a date for payment. On 2/10/2023 I visited the ***************** in person and talked with ****** about them not paying Patriot. ****** was not able to resolve the payment issue. I told ************** was going to file a complaint with the BBB due to nonpayment of the approved claim. My desire is for Tucker Urdahl's ***************** to pay Patriot Auto Glass as they agreed to do.

  Business Response

  Date: 03/01/2023

  To whom it may concern,
  
  -When the claim was filed on 12/5/2022, our office, when asked who we typically deal with mentioned Patriot Auto Glass, as well as Safelite.
  -We cannot and have not been able to directly pay the vendor for glass related claims (Patriot Auto Glass) in any other way than **** since I have been an agent.
  -I have now escalated this several levels and arranged that payment be made ASAP.
  -Patriot Auto glass was in contract with State Farm to do the work under stated terms and prices.
  -Check mailed to Patriot 2/27/2023 for the **** invoiced and contracted amount.
  - 2/27/2023 Customer contacted to fully explain the details and why this was a difficult issue and apology delivered for being caught in the middle of it.
  -Verdict: we paid the invoice via check dated 2/27/2023 after several escalations in claims to get it resolved. 
  -Customer thanked us for resolving the issue. Customer also advised to please let us know if the vendor continued to try and collect payment. Customer has already satisfied their part of the contract by paying their deductible. 
  
  Thank you,
  
  Tucker Urdahl