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

• 

  Auto Glass Now

  6936 Albemarle Rd Charlotte, NC 28227-0981

• 

  Auto Glass Now

  2612 Morris Ave Union, NJ 07083

• 

  Auto Glass Now

  1405 Saint Georges Ave Colonia, NJ 07701

• 

  AutoGlassNow - Lanham MD

  7911 Annapolis Rd Lanham, MD 20706

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:07/30/2025

  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.

  Scratched paint on hood due to leaving wiper arms under hood and closing it. Replaced wiper arm screws with incorrect screws causing them to not function. Left 3 out of 4 screws out of the camera system. Asked me to sign a paper releasing them of responsibility of calibration when they was unable to provide the service. The paperwork was stating that I was refusing the calibration seevice

  Business Response

  Date: 08/04/2025

  We needed the customer to sign the waiver of recalibration, as we were unable to calibrate and customer stated on recording would take it to dealer. WE cannot be held liable for the safety features, and the document solidifies that. 

   

  Management is investigating and will be reaching back out to customer.

  Customer Answer

  Date: 08/04/2025

   
  I am rejecting this response because:
  They asked us to sign a waiver that states we refused the calibration service. We did not refuse this service you the company could not provide the calibration service. Im not sure what that has to do with the poor workmanship. They left screws out of the camera system only had one s**** in it should have been four. They remounted the wiper arms with the incorrect mounting hardware which caused the wipers not to function at all. Plus they chipped and scratched the paint on the hood where the wiper arms banged up against the hood due to the fact they were not mounted correctly and was loose. 

  Business Response

  Date: 08/05/2025

  I have forwarded this to the managers to see if we can bypass the signature.

  Customer Answer

  Date: 08/05/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:07/10/2025

  Type:Product 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.

  I had an appointment for 6/20/25 to ***lace my windshield, I was told that it would be ordered and later that day received a call that I needed to pay my $250 deductible to do so, which I made the payment over the phone. I waited a week later to check the status and was told it was not in yet. I called back yet another week and was told by the *** that it was in and she scheduled another appointment for today. After waiting for about 45 minutes later I receive a call from sales *** who checked me in and tells me that they did not have it in and now waiting on *** **** because the windshield was coming in from them. I then contacted *** **** and was told there was no order placed by them for Auto Glass Now. When I asked for a refund, I was told by the store manager, that I could not receive a refund and it was against store policy. Which makes no sense, he also stated that it would be because they would be stuck with a windshield, again this makes no sense. This has been an inconvenience for me and now to keep my $250 deductible is insane when the work has not been done. I have now found another business to complete the job and would like to move on from this.

  Business Response

  Date: 07/29/2025

  Hello, 

   

  WE are reaching out to the Business Unit Director and will see if we can honor the refund. I will have an update momentarily.

  Customer Answer

  Date: 07/30/2025

   
  I am rejecting this response because:
  I reject a proposal because it took the business so long to respond when I file the complaint. If I agree to the response, they may take a long time To respond back and then my case will be Without any outcome, I would like my Refund for the deductible that they took Without doing any work on my vehicle and did not let me know upfront that it was nonrefundable. I am being very reasonable and being very patient. I just want my deductible refunded to me. Thats only fair. Thats only right.

  Business Response

  Date: 07/30/2025

  We are waiting for the dealership to refund us for the glass, and will be processing the customers refund as soon as that happens. 

   

  This case can be closed as we have already started the process. 

  Customer Answer

  Date: 07/30/2025

   
  I am rejecting this response because:
  I reject their offer because why should I have to wait on the response of the dealership where I gave the $250 deductible to auto glass now they collected the money thats who I gave my money to if anything They should go ahead and give me my $250 deductible refund and they wait on the dealership to respond back. I have been waiting , and being patient about the whole situation. This has been very frustrating where they collected the money failed to tell me upfront that it was not going to be a refund once I pay the $250 deductible to auto glass now, so if I agree to close the case  that means possibly I wont even get my refund back of $250 because the case will be closed. How can you take someones money for a job that wasnt even done they couldnt give a timeframe when they can do the job and then on top of it. The company failed to let me know upfront again about not able to get a refund once I pay the deductible  I just want my money back and like I said, I did not pay my money to the dealership. I paid it to auto glass now the one in ******************. They collected the funds over the phone after I had left my supposedly appointment when they told me they did not have my windshield and dont know when they could get it so could you please refund my money thank you

  Business Response

  Date: 07/30/2025

  Please check your card statement. 

   

  The refund has been successfully issued

  Customer Answer

  Date: 07/30/2025

   
  I am rejecting this response because:
  Im rejecting because I did check my card statement and there was no refund yet. So until I see the refund back onto my card statement or card Im going to reject. 

  Customer Answer

  Date: 07/31/2025

   
  I am rejecting this response because:

   

  Date Sent: 7/30/2025 8:16:58 PM
   
  I am rejecting this response because:
  Im rejecting because I did check my card statement and there was no refund yet. So until I see the refund back onto my card statement or card Im going to reject. 
  

  
  

  Business Response

  Date: 08/04/2025

  Refund is already processed. The customer should have received it.

  Customer Answer

  Date: 08/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:07/10/2025

  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.

  I had my windshield replaced on 6/13/2025, and I mistakenly used the wrong form of payment. I asked if the payment could be reversed and was told no, I could receive a refund check in the mail, which would take approximately two weeks. I agreed, completed the refund paperwork and paid with another form of payment. In essence at this point I have paid for my windshield twice. The first time I called it was around 6/27/25 and was told the refund had been processed on 6/23/2025, and I should be receiving a check in a few days. Well, it is now 7/10/2025, and I have not received my payment. When I call, I am told the check has been mailed, but no one bothers to look into why it is taking this long for the check to be received. I have called several times, and no results. Today I called and was told the same thing, but I asked to speak with someone else and was placed on hold. The young lady came back and said the district manager of ** would be calling me back when she gets a chance. I have been given the run around, and I am very upset because the issue could have been resolved had someone taken the time to research. VERY UNACCEPTABLE! Then I find out that a reversal could have been done for my original form of payment, but employees are not trained thoroughly. THIS IS VERY POOR CUSTOMER SERVICE. when it comes to resolving issues.

  Business Response

  Date: 07/10/2025

  Good afternoon, 

  I have reached out to our Accounts payable department to find out when the check was sent. Please allow 24 hours for a response. 

  Thank you 

   

• Initial Complaint

  Date:07/08/2025

  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.

  Date of transaction 5/23/25 They installed the wrong windshield and told me I needed to come back to have the factory one installed and recalibrate windshield. Leaving the location on Airline I noticed there was a gash in my dashboard and side panel was cut. I immediately contacted the store. Today I got a call from ***** who was very nasty and rude. She told me I could pick up the parts or have them install factory parts. I voiced hesitation considering they couldn't install the correct item initially and damaged my property. She hung up in my face. I now have to be without a car for 2 weeks while it's at the dealership being repaired. I habe to pay out of pocket for a factory windshield and calibration.

  Business Response

  Date: 07/10/2025

  Good afternoon, 

  Please allow me to get with the District Manager and Regional Manager to find out a solution. I will have a response for you within 48 hours. 

   

  Thank you 

• Initial Complaint

  Date:07/01/2025

  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.

  Around 15 May, and I went through ********** and was sent to Auto Glass Now for a windshield replacement. The tech caused significant paint damage to the pillars on both sides of my 2023 Silverado, scraping the paint all the way down to the primer. A few weeks after the install, I noticed the driver's side was leaking near the top of the windshield and I could see small streaks of water that had been running down the inside of the truck. I contacted Auto Glass Now and they said it could be that the rubber sealant has not cured yet. One day at work it rained pretty hard all day, and it wasn't until I left to go home at 5pm, that I saw my seat was soaked. My steering wheel was dripping water that had been dripping from the saturated headliner above spanning from the rear-view mirror all the way across the driver's side front. The headliner was completely soaked. I was furious and drove home and contacted Auto Glass Now the following morning.They sent a new tech to replace the windshield a few days later and apologized for the inconvenience. They were prepared to leave it at that, and I explained to "****" the manager, that the headliner would now need to be replaced as a result of the faulty windshield replacement. Glue stains can be seen from the headliner getting saturated and she asked me to get a few estimates together. I explained that I already had a partial estimate from the previous damage caused from the scraping tool from the initial replacement. I told her that I would be going to Caliber Collision to get a completed estimate and would have Caliber Collision send the email to her with the estimate attached. This was a failed installation, and it has resulted in significant damage and has caused me to miss several days at work. I sent an email to **** at Auto Glass Now this morning and have not heard back regarding this matter.

  Business Response

  Date: 07/01/2025

  We have escalated this to upper management and someone will be in touch with the customer soon

• Initial Complaint

  Date:06/13/2025

  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 am filing a formal complaint regarding the conduct and service I received from Auto Glass Now, following a windshield replacement on my vehicle. During the service, the companys technician caused significant damage to my vehicle, including, Tearing a section of leather from dashboard, causing deep gouges on the dashboard, and Chipping the exterior paint while adjusting the rubber flashing around the new windshield.Both the technician and the shop manager acknowledged responsibility for the damages at the time. The manager then requested that I obtain four repair estimates, which I promptly provided on May 16, 2025. The estimates ranged from $2,700 to $3,500.Despite their acknowledgment of fault, I received no response after submitting the estimates. I followed up again on June 5, 2025, including a notice that I was prepared to pursue legal action if necessary. This finally prompted a response, but it was an unreasonably low offer of $829, accompanied by a strict release agreement.Given the nature and extent of the damage, especially the dashboard, which cannot be repaired and must be replaced by a ***** dealership. I declined their offer. In an effort to resolve this matter amicably, I submitted a counteroffer of $2,400, which is significantly below the lowest estimate I obtained. Additionally, I did not include the chipped paint the employee caused, in good faith to resolve this matter quickly. Please note, if further legal action is needed I will be adding the exterior damage to the total repair costs as well. Since that counteroffer, the company has ceased all communication with me.This conduct is unacceptable. I am seeking fair compensation for the damage caused to my vehicle, which they acknowledged was their fault. I hope this complaint prompts Auto Glass Now, to take responsibility and resolve this matter professionally and appropriately.

  Business Response

  Date: 07/01/2025

  We are escalating this to senior operations management so we may address the situation. 

  A manager will be in touch within a few business days.

• Initial Complaint

  Date:06/09/2025

  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 **************** replaced the windshield on my 2022 **** SQ5 using non-OEM glass, which was not compatible with the vehicles ADAS system. After installation, their recalibration attempt failed, and the car entered suspension service mode. This issue was not present before the windshield work.They later installed OEM glass, but the problem hasnt been resolved. The shop acknowledged the car likely needs to go to **** for a full reset, but they havent taken any steps to coordinate or complete that. The car has now been with them for over 5 days and remains undriveable.?Resolution Requested:Coordinate delivery of the vehicle to an authorized **** dealership for proper diagnosis and repair.Cover any costs associated with the dealer reset and my rental car.Confirm the vehicle will be returned in full working order.

  Business Response

  Date: 06/10/2025

  Hello, 

   

  we are escalating this to the Regional Director and will ensure someone reaches out ASAP. 

  Someone should be in touch within the next 48 hours. 

  Best, 

  *****

• Initial Complaint

  Date:05/13/2025

  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 had my windshield replaced by this company in February 2025. In May 2025, I noticed a small crack on the left side of the windshield due to a faulty install. I went in for an appointment about a week later to have it replaced only for them to tell me that they didnt have my windshield to do the install. We set up an appointment for them to come to me the following week. They rescheduled my next appointment due to being short handed. They came the very next day to do the install. A few days later, we had a rainstorm in my area. My windshield was installed improperly which caused water to leak from every side into my car. My seats, the roof of my car, and the gear shifter was all soaking wet. They are trying to dry up the water but I am afraid of the water that they cant get to. The company is repairing my windshield but refusing to compensate for any of the water damage. I am extremely disappointed by the whole experience and I want a full refund.

  Business Response

  Date: 05/14/2025

  Hello,. 

  I am going to reach out to senior leadership team to confirm the denial of your water damage reimbursement. I will make sure management communicates with all parties to ensure you are communicated with and your complaint is addressed. 

   

  Best, 

  ***** *****

• 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, 

  *****