Glass America - Auto Glass & Windshield Replacement

Very unhappy with the service here, which I believe was subcontracted to by Gerber Glass. I'm really not sure if my biggest issue is with Glass America (who did the service and billed me) or Gerber (who I spoke with on the phone). This was to replace the windshield in my wife's Honda Accord, which had a small but expanding crack as the result of a rock chip. Issues: - When I first called, they said the cost of my service was cheaper than my insurance deductible and told me I could just pay the lower amount and not go through insurance. I agreed. - After I scheduled the service (they couldn't give me a time window, just a date), I had two different people call me back in subsequent days to confirm my service was on a given date, and they both had the wrong date. - When the installers arrived, they installed the glass but bent the molding and said they would have to come back to do that, but they would have to order a replacement. We were not charged at this point. - After we didn't hear back from them for more than a week, I called and they said the molding had arrived and we set up a follow up appointment. - A day later, I received a call from Gerber who informed me the molding had arrived and asked if I wanted to set up a follow up appointment. I said I already had one and they looked it up in the computer. They made some kind of a comment like "I'm not sure who set this up, but we'll see if we can accommodate this date." They ended up doing it. - After the second appointment, during which I was away on a business trip but my wife was present for, they charged an amount that was higher than what I was originally quoted. - The email receipt contained a PDF which was blank and I was unable to get in touch with the company to question the amount. Based on this, I put a stop payment on the check until this could be resolved. - Not having heard from the company, I called today to settle the issue and offered to pay the amount if they could send me a proper receipt. - They resent the receipt, which came through, albeit with the higher price than what I was quoted. - I agreed to pay that price, but they charged me $35 extra to cover the stop check fee. In the end, I wasted both time and money with this company. As disorganized and unprofessional as they are, it's hard to see how they are still in business. They even had the gall to charge me an extra fee for the stopped check charge — I should have been charging them for my wasted time! I'm actually tempted to report them to the BBB. If you need glass services, I would definitely NOT recommend.

This has been a debacle from the very beginning. My windshield was replaced ineptly by the technician, leaving my automatic windshield wipers unable to sense rain on the windshield. When I called to report the problem, the service representative stated that this was because the work was done remotely and I needed to pay $300 extra to have the sensor "calibrated." I was too busy to do this at the time. When I brought my car in for normal service at my dealership, I mentioned this problem to them. They reported that there is no "calibration" for this sensor, and the problem was that the installer had left air bubbles in the adhesive attaching the sensor to the glass. They also pointed out that there was significant flex in the seals, even a couple of places where the seals were misaligned, which would eventually lead to leakage. This assessment cost me $150 in labor. I emailed customer service and then called on the phone. After getting a service representative on the phone, I was told that the warranty department would reach out to me by the end of the day. To this date, they have never reached out. My email did get a response, though, and we immediately scheduled a replacement. I gave the service coordinator my home address (the original work had been done at my workplace), but then the glass arrived broken at the facility. So I waited until today, four days later, only to find that my appointment had been scheduled for my workplace, which I'm not at. Now the story is that I will have to wait for a new appointment, but I need this car ready to go on a cross-country trip, and honestly, this level of incompetence is just infuriating. Update. They finally replaced the glass after I waited at their facility for 4 hours. They had not put me on their schedule and the only reason I got it done at all was that I stood at their customer service counter for the whole time. No yelling. Just standing there, waiting for them to do the work. The sensor fell off of the windshield within 24 hours. Then, three days later (on our cross country trip) a pebble hit the glass and the windshield cracked down the middle. Wound up going to the dealership and having it done correctly. Overall, I spent $400 on two useless windshields that were of substandard quality and installed by unqualified technicians. Then spent $700 to get it done right.

The installer was not told to as when he was supposed to replace my windshield by the company after I had confirmed my appointment with the company. On the day of my appointment I got a text stating that it could be anywhere between 8am and 5pm on the day of my appointment and I received the text at 9am which was an hour past when they stated the repairman could be here at my address. Unbelievable. I do not wait 9 hours for an appointment especially after being told something different. Fortunately the repairman fit me in at 12 noon instead because I texted him that I cancelled my order because I do not do business that way but it was not his fault. He did an expedient great job and the glass was very nice, courteous and polite. In the confusion I did forget to get an invoice receipt from the installer. I notified the company and they kept insisting they sent one and they did Not. After several attempts to remedy the receipt situation with an individual named Earleda I finally received a receipt with the wrong price. It was the 299.00 price quote receipt but not the actual 350.00 real cost receipt. I could not get her to comply with the real receipt. Finally another different very nice lady Megan Ulery politely sent me the real receipt the next day via email thankfully. The home office should be more aware of their customer service if they are in a customer service business.

This company has been nothing but a pain to work with. I originally cracked my windshield in December and I’m still dealing with it. My first windshield arrived scratched so I had to reschedule. Another windshield was never re-ordered. I finally had to reach out to the company after no communication. The newly ordered windshield then cracked within 24 hours of installation. Then I had to schedule an inspection of the windshield on another day. After the inspection, I received a call from the office and was told it wouldn’t be covered under warranty. I don’t like to argue but I find that unacceptable and she said she had to talk to a manager on what to do next. I didn’t receive a follow up until I left this review. *Update* After I further inspected the windshield I found what appears to be duct tape holding in my windshield under the weather stripping which also seems to barely be installed

Thanks for contacting me Mike now I can give you my opinion on your company it sucks I made an appointment got a quote and the day of the installation the installer calls me and says oh by the way they didn't include the gasket so it's going to be an extra $65 after I've already canceled my appointment with Safelite so yeah your company sucks I made an appointment with Safelite and got it even cheaper than your original quote without your so-called gasket fee your company is trying the old bait and switch b******* that kind of stuff is going to put you out of business.

This is the second time we have been to this facility, only due to our insurance companies request. First visit, they did not even calibrate the sensors and we had to come back. Second visit, they didn’t even put our inspection sticker on our windshield. My son went back to get it and the doors were locked; before 5pm. This facility is not close by, so having to repeatedly come back is definitely an annoyance hence the rating.

I am very grateful to Glass America for their prompt service and competitive pricing. My technician, Aeriel, was efficient and patient, addressing all my concerns thoroughly. It literally took him about thirty minutes to replace my window. However, he did say it was because my glass wasn't broken, so that was a bonus. The entire process was seamless and straightforward.

My expectations fell short in a surprising and pleasant way, AGN performance delivery was beyond that. Clean, professional, fast; that’s what you’re looking for and very rare to find nowadays. In short, if you need a glass replaced on your vehicle at your driveway to your satisfaction, look no further, contact AGN, you won’t be disappointed, I wasn’t.

Excellent experience. Customer service was a huge help, assisting me navigate through my insurance company claim and fitting me in for an appointment right away. The shop was super professional and did a clean and prompt windshield replacement with no surprises. Highly recommend

Awful workmanship and customer service. Didn’t put any seal around the window and left the floor full of glass shards. My 4 year old grandson got 3 cuts on the bottom of his foot. Customer service is non existent. I would never recommend them to anyone. Photos attached