Complaints

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

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  Auto Glass Now

  440 S Church St Ste 700 Charlotte, NC 28202-2059

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  Auto Glass Now

  3042 Freedom Dr Charlotte, NC 28208-3860

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  Auto Glass Now

  35 Oak Ridge Rd Newfoundland, NJ 07435

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  Auto Glass Now

  1112 Gahanna Pkwy Gahanna, OH 43230

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  Auto Glass Now

  5810 St Joe Rd Fort Wayne, IN 46835

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:03/28/2025

  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.

  3/28/2025- There was a tiny chip in my windshield midway down on the passenger side. While at my appointment, the manager told me that he noticed a 2nd chip closer to the top. He sat in the passenger seat and observed the chip from the inside and pointed out the smaller chip at the top as well. Once I headed home I noticed 3 additional specks around the ***air area. I initially thought that it was residue, but once I attempted to wipe it off it was evident that his was damage caused by (or during) the ***air. I immediately contacted the location and the manager initially stated that I had several chips, which was not true. He then asked me to come back to the shop. While driving back I noticed a crack in my windshield about an inch long along the top where he made the "courtesy" ***air. When I arrived at the shop the manager came out and I told him that on my way back I now see a crack along the top. He got into the vehicle to observe and then proceeded to tell me that it was already there. The entire visit was insulting as I had ******* initially telling me that the nicks and crack was preexisting. The technicians were sticking together saying the extra nicks was due to rocks, they were already there, the "legs" were already there... all of this being untrue. ******* FINALLY admitted that the nicks near the middle of the windshield were not there and that the crack was a result of the pressure from the tool - luckily I was on the phone with a customer service *** that confirmed she heard him. ******* did offer me a refund or discount to ***lace the windshield. I inquired about the type of discount and he said ****** off of a ******* windshield which was not acceptable. I do not think I should have to foot the majority of the bill, especially since the reason it needs ***lacing is due to their negligence. While I was advised that the chip ***air would be visible, I was not told about any subsequent damage or visible changes that would occur as a result.

  Business Response

  Date: 04/01/2025

  We did reach out to the customer and made sure to have upper management involved. 

  
  We have offered to take $250.00 off the cost of the windshield, and you did sign the repair waiver in regards to understanding we are not liable for damages outside of the repaired area. 

   

  That said, they have now attempted to reach out to you multiple times to make this offer and see how you wanted to proceed. PLease let us know if you want to move forward with the $250.00 off the new windshield. 

   

  Thank you, 

  *****

  Customer Answer

  Date: 04/01/2025

   
  I am rejecting this response because:

  
  No one attempted to call me. I contacted the business 3 times on Friday and again on Saturday, each time being assured that a DM or RM (*********) would contact me. They have the correct phone number because I receive their automated text messages. The fact that this company is fabricating attempted contact shows their dishonesty as displayed by the shop manager when he first denied the damage.

  Secondly, while I signed a waiver about them not being responsible for damage outside of the repair area My complaint is about damage THEY CAUSED during the botched repair. The chip was filled, but they cracked one area (the crack is exactly where the fill was placed) and caused additional chips immediately next to where the 2nd fill was done. 

  Their calls are recorded and the associate I was speaking to while at the shop stated that she heard when the manager finally admit that the damage was not there before the repair and tried to justify why the crack occurred and assure me that it wouldnt spread.

  My offer is for half the cost of the replacement windshield and the payment I made for the repair goes towards my half. The windshield costs *******. Id also want another one of their locations to do the repair. This is more than generous as I do acknowledge the two small chips, so it wasnt pristine. 
  

  However, I am prepared to go to court to request full reimbursement because had it not been for their negligence a replacement wouldnt be required.

• Initial Complaint

  Date:03/19/2025

  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.

  I went on Feb 12 25 to replace my windshield in which they did. A few hours later found they did not replace two parts on the windshield that was there before they replaced the windshield. I confronted them about it and they threw them away. So they said they will order new ones from the dealer. We waited a little over a month which is now mar 19 and the lady got arrogant with me saying they only had one of the parts take it or leave it and contact your lawyer. So I ended up calling the sheriff and he said he couldn't help and the business was right contact your lawyer. Ok my car has never been in an accident I'm still making payments to a lienholder for the next 2 yes and they told me they don't care. First I bring you business and this is how you treat your customer? She called the sheriff on us before they wanted to attack my husband and for just putting our car back the way it was. She also stated she did not care if we went to the better business bureau or the ftc. They did us an unjust all I want is my car fix right like I brung it to them. That business needs to be shut down and never reopened again. They do not care about the customer. I spent by cc ****** for them to replace my windshield and I get treated like a criminal. I'm also a chemo patient dealing with this. Why? Just fix my car like you found it. Please help me get justice with these people. My husband ******* ******* got the work done but it's my car

  Business Response

  Date: 04/01/2025

  Hello, 

  I have sent off this complaint to upper management, and will make sure the customer is contacted immediately. 

   

  Please let us know if there is anything further we can do. 

   

  Best, 

  *****

• Initial Complaint

  Date:03/19/2025

  Type:Sales and Advertising 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.

  K&K glass installed window changed out twice damaging windshield sprayer that the ordered and replaced, forgot to install the cawl on the driverside and multiple trips due to leaking on the driverside company changed name and ask to go to the *********** location for inspection, windshield removed they cracked it and had to install another one the window isnt curved like the original factory one and wiper blades dont work as well and missing the sun block screen at rear view mirror and the windshield still leaks from center to driverside the trim isnt properly in place you can see the glass isnt in the side grove, After replacing the window shield more than 3 times now they are saying the Tahoe has rust and they are unable to warranty the windshield, ************* man said that if the first ********** had property sealed the top of the windshield this would not have happen. There company there people, there responsible, Never had any leaks before this company did the repair had caused electrical issues due to the amount of moisture.

  Business Response

  Date: 04/01/2025

  Hello, 

   

  I apologize for the inconvenience and have reached out to upper management to see if there is anything additional we can do. We do have guidelines regarding rust and limited warranties, however, we will investigate further to see if there is anything else we can offer. 

   

  Customer Answer

  Date: 04/16/2025

   
  I am rejecting this response because:

  Received the letter on Friday the company had no intension on addressing the issue they cause with installing a poor quality

  window shield, filing a complaint was a waste of time now I will need to pay another company to install another windshield 

  to stop the leak. by not putting the trim in the correct place and not sealing the glass correctly caused mold on the carpet due to the water.

   

  thanks, 

  ***** ******

   

  
  

  Business Response

  Date: 04/16/2025

  Hello, 

  We are looking into this and working with management on resolution. Somone will be in touch. 

  *****

• Initial Complaint

  Date:03/12/2025

  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.

  I filed a claim *************** to get my windshield replaced and I got it replaced by auto glass now on March 4th 2025 at my residence ***********************. On March 8th I got my windshield tinted at tint world that cost me $316 with tax. One day later it rains in ******** and I notice a severe leak in truck caused by the windshield installment. So I take my truck to auto glass now on match 11th at 2:30 Pm and get that fixed but the fallowing day on March I noticed a lot of scratches on my brand new tint on my brand new windshield front them fixing the leak on March 11th I tried to get into contact with the buisness about this but they told me they are not liable for any damages that may have been caused to after market equipment during the fixing of the leak(IE my tint) the buisness told me they woukd not be able to help me at all ans are not liable for the damages causes by his technicians. I tried to ask him if he can pay me for the price of the tint installation ($316 after taxes) but he declined stating he was not responsible for any damages causes by his technicians

  Business Response

  Date: 03/14/2025

  Hello, 

   

  If you check the invoice, there was aftermarket detailing and work done that we cannot warranty due to the aftermarket work that he got done- due to this work, we cannot be liable for the damages or issues caused. It is all laid out on the invoice. 

   

  Best,. 

  
  AGN Customer Support

  Customer Answer

  Date: 03/14/2025

   
  I am rejecting this response because:
  The establishment messed up my first install and on the attempt to fix what they originally messed up they messed something I had done on my vehicle in the process then proceeded to claim because In the fine print it says they are not responsible they are not accountable Im not satisfied with that as being this cost me $316
  

• Initial Complaint

  Date:03/10/2025

  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.

  Auto Glass Now in **************. Damaged my car. Damaged my Tesla smart screen. Damaged my rear view mirror. Forgot to re attach the cables for the sensor on the Tesla causing the climate control to fail and not turn on.

  Business Response

  Date: 03/14/2025

  Hello, 

  I have sent your complaint to upper management and someone will be in touch with you within the next 1-2 business days. We apologize for the inconvenience and appreciate you.

  Best, 

  AGN Customer Support

• Initial Complaint

  Date:02/16/2025

  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 9/4/2024 I had AutoGlassNow located at ************************************************************************************* replaced my windshield. Invoice #*******. A few weeks later the rubber seal, I think they call it a cowl, is not resting on the windshield. I tried to call multiple times but you get routed to a calling center and can never talk to a person at the location. I went to the location in Oct 2024. They attempted to fix the cowl. A few weeks later the cowl was broken again. Again I tried to call with no results. After Thanksgiving, early Dec, I went to the business again. They told me they would order a new cowl and call me when it came in, most likely in Jan2025. To date, Feb 16, I still have not received a call. I have called multiple times and left messages with the call center to have someone from the location call me but no one has called me back.

  Business Response

  Date: 02/18/2025

  Hello, 

  I have just emailed the shop and Regional Director regarding an update needed for status on ordered cowl. 

  
  Someone will be in touch with the customer within the next day and I will also update this claim. 

   

  Best, 

  *****

• Initial Complaint

  Date:02/10/2025

  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.

  I recently went to have my rear passenger window replaced on my 2011 Chevrolet Silverado at auto glass now ***********, ** 02/10/2025. During the process the technician damaged my driver powerseat and passenger window electronic components. My driver seat will not move and is stuck in furthest rear position making it difficult to reach the pedals and safely operate the vehicle. The powerseat worked when I arrived because the technician used the controls to push the seat all the way back. My passenger window will not go down from my driver side switch but will from the passenger. As well during the installation the technician failed to remove any of the broken glass inside the door panel. It was completely filled with broken glass. I had to personally take the door panel off and remove the glass myself. I would like a refund for the poor quality of service and a repair or replacement of the other damaged components. The technician said he didnt do it and the supervisor said he would contact district manager and would get back to me. The whole attitude was that its not our problem and they werent going to do anything about it. I am now stuck with a vehicle that is not safe to operate.

  Business Response

  Date: 02/14/2025

  Hello, 

   

  We are so sorry to hear about these issues, and are passing the message along to our upper management team to discuss resolution. 

   

  Please give us some time to look into the events and your message and we will respond with next steps. 

   

  Thank you, 

  *****

• Initial Complaint

  Date:02/01/2025

  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 or about November ******* I brought my truck to get the windshield replaced for $237.00 and in return they did more damage to my truck. They gave me back my truck with my rear view mirror vibrating & wobbling when I drive. I tried to resolve the issue with the manager of the shop and they did not make any attempt to try to repair, fix or replace the mirror. They did not take any responsibility. My next step was I contacted the district manager who did not take responsibility either. In his opinion was that nothing is wrong with it. I have called the corporate office multiple times and no one calls me back either. I also emailed the corporate office as well with no resolution. I provided an estimate for repair of $1600.00 from the mechanic where it indicated the proper tool was not used to remove the mirror and they broke the clip. I am providing the estimate of the report along with the video showing this. No offer has been made to repair my truck as I did not give them a truck with a broken mirror but got a truck back with one. I need a resolution on getting this repaired. Video upon request via email showing damage to my mirror.

  Business Response

  Date: 02/05/2025

  Hello, 

  
  We did everything we could to ensure the customer complaints were addressed and resolved. 

  Please not the manager uploaded multiple pictures and communication. 

   

  THank you 

  Customer Answer

  Date: 02/05/2025

   
  I am rejecting this response because:
  The business did absolutely nothing to fix my rearview mirror that they have damaged. They are refusing to take any type of responsibility for the damage they caused. its clear if you read their response that they did nothing to rectify the matter

  Business Response

  Date: 02/10/2025

  Hello, 

  We have already examined and fixed the issues that we were at fault for. Our RD even took a ride around to see what the customer was frustrated with. We are doing our best to meet on middle ground, but unfortunately, we have done our due diligence in rectifying the issue. 

  The issue is, there is not one where the mirror is concerned. 

  Please reach out to ***** or *** ******* to discuss further and we can see if there is further action we can take. 

  Customer Answer

  Date: 02/11/2025

   
  I am rejecting this response because....

  
  The business did not fix anything. Please have the business explain to me what they fixed as in their response there is no answer as to what they repaired. Mr. *** *******, who represents the company in his opinion, there is nothing wrong with the rear view mirror. He is the regional manger who is a representative of the company so of course he is going to say that there is nothing wrong with my mirror.  So I would happy to bring this to an independent party and go over the estimate that I already got on the damage. The auto glass company has yet to take any of the blame for the damages they caused. I feel this would be the best solution is getting this resolved going to an independent party.

  Again, I did not have this problem with my rear view mirror prior to the company installing the windshield. No, attempt has been made to fix the mirror by the company. All I want is my rear view mirror to be repaired,  thanks.

   

  Bob 

  Business Response

  Date: 02/14/2025

  Again, looking into this furtherr

  Customer Answer

  Date: 02/16/2025

   
  I am rejecting this response because:
  the business only response is they did everything they can to fix the problem . and in fact again I will repeat my self the business did absolutely nothing other than say they did everything they can. this is a absolute disgrace that this business refuses to take any responsibility or even make an attempt to repair my mirror .they're only response is we did everything we can

• Initial Complaint

  Date:01/18/2025

  Type:Product 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.

  Original date of Date of Service: 12/16/24 (improper window installation), Return Date: 12/26/24 1/15/24 Review on website: Quite interesting many of the reviews speak of speed of service, which is great when the job is done accurately. Be sure to double check the QUALITY of your servicein my case, received a botched job! Once rolled down, I observed the window was not properly aligned with the rubber support that moves the window up/down and required 2 hours of out of town travel back to ******** to correct a 5 minute job, per the words of the shop manager himself. I have made numerous attempts and been waiting almost (3) weeks to speak with someone regarding my disappointment with this service appointment following a number of verbal & written communications! Time to move this situation in a new direction to levels above the local managers, I have encountered especially when you recognize inadequacies and incompetency (non-responsiveness). Full resolution to this matter IS NOT an option. Moral of the story: inspect what you expect and more importantly what you pay for. However, pursue poor services experiences. Theres nothing we can dounacceptable, and frankly speakingwrong answer!.Additional contact attempts: Spoke to on site manager 12/26/24 and his manager, **** ******** via phone ************** the same day, who said perhaps I should have gone to *********, ** (4 hours away) and not paid the expenses to return to their location. How ludicrous of a recommendation, which would have cost more money and time, not to mention it was the holiday. She had no feasible solution to my request to refund to my credit card the cost of the return trip; but, stated she would escalate my concern to her manager. No response received and text a reminder to her on 1/7/25 (received read receipt, no response) and again on 1/14/25 (received read receipt and still no response). To date no response received as promised by a manger of this company. This is unacceptable!

  Business Response

  Date: 01/21/2025

  Hello, 

   

  I truly apologize for this inconvenience that you have experienced. I am reaching out to upper management and we will see if there is ability to resolve. 

   

  Again we do apologize for your negative experience and hope we are able to turn it around. 

   

  Best. 

  Customer Support Manager **********************

• Initial Complaint

  Date:01/15/2025

  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.

  CLAIM NO: ******* Windshield was replaced CLAIM NO: ******* Passenger side exterior *****/ panel blew off/ flew off of my car while driving on the highway. I called my closest AGN (******) to report the concern. It took roughly one month total time for the piece to be repaired. I drove an hour to my initial appointment, waited for service and then was told that the *****/panel had not been ordered because there was confusion. Two weeks later I returned to wait 30 minutes with my toddler. While waiting 30 minutes my car was left running. Eventually the piece was "repaired" and I left with pieces of black tape holding the *****/panel in place. October 2024 - (******, **) Again while driving October 11 the panel blew off again. I called the AGN Durham shop October 14. I was told that someone would call me back. I called the Durham shop again October 16 I spoke with ** who identified himself as the store manager and I sent him pictures of the issue via text. ** notified me at 11:38am 10/16/24 that he reached out to his supervisor and someone would be in touch soon. I was then contacted by a young lady from the ****** location who informed me that the ****** location WOULD NOT be fixing the *****/ panel because they had already fixed it once prior. She then suggested the damage was my fault, informed me of the cost ($220) and told me I should not have driven off the AGN lot in July if there was an issue. I asked if the panel/***** was required to be removed to replace the windshield. She did not know and had to ask. She confirmed that the panels/pilars HAD TO BE REMOVED to replace the windshield. I HIGHLY RECOMMEND THAT THIS CALL BETWEEN MYSELF AND THE AGN DURHAM EMPLOYEE BE EVALUATED FOR QUALITY ASSURANCE. I was told this district manager (***) would be contacting me however to this day I have not heard from the individual. I was then connected with a shop manager in ********** (*******) who offered to fix the panel/***** November 6, 2024. CLAIM NO: *******

  Business Response

  Date: 01/30/2025

  Hello, 

  We do understand and apologize for all you had to go through for the resolution of the issue. 

  Based on your files, we do have see that we were able to repair the issues at hand. I have forwarded the request to my upper management team. 

   

  Thank you, 

  Joyce 

  Customer Support Manager **********************

  Customer Answer

  Date: 01/30/2025

   
  I am rejecting this response because: I would like to hear from upper management and I would like upper management to provide compensation. The amount of time it has taken to receive a response is unprofessional and unacceptable. 
  
  

  Business Response

  Date: 02/03/2025

  Hello, 

  We hear your complaint and were happy the issues were resolved. 

  At this point, we have warrantied the issue and remedied it to satisfactory. Please note we deny the $5000.00 claim of pain and suffering/lost wages, as we have attempted to right the wrong. 

   

  Thank you, 

  Management AGN< Customer Support