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:05/06/2025

  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 watched a rock hit my windshield causing damage to the windshield on 4/15/25. I called and filed a claim with ************************* on 4/17/25. They said the claim was flagged and that I needed to submit a photo to a third party vendor, ***. I followed the instructions through their text link and submitted the clearest photo I was able to get (which was still blurry). *** told Liberty it was normal wear and tear damage which is false. I called Liberty today to tell them NCS link actions does not allow me to take clear pictures. I Also uploaded clear photos to my claim portal on the Liberty Mutual app. After 40 minutes on the phone, someone at ******* was able to get *** to send me a new second link. I tried following the link again to send pictures, but once again, after multiple different attempts, I was unable to submit a clear photo. I can get clear photos of the damage without using NCS' link. I called *** and told them the issue with blurry photos. After escalating to a supervisor and mentioning BBB, they finally told me THEN I could send photos via email which I did while still on the phone with that supervisor. I did so then about 20 minutes later, I received an email FROM *** stating repair attempts were made prior to inspection which again is completely false. No repair attempts at all have been made. I haven't even washed the windshield since the rock hit it. Both their determinations were completely false, their link option for photos only allows blurring photos (I took screen recordings and screenshots of me attempting to get clear photos). It is not normal wear and tear, it has not been attempted to repaired. *** is extremely inaccurate.

  Business Response

  Date: 05/14/2025

  The insured submitted a glass claim on 04/17/2025. A text was immediately sent with a link to submit required photos via our guided process. This link uses the phones native ******** changes are made to clarity or functionality.After each photo, the user is prompted to either accept or retake the image.The insured accepted and submitted photos, which were not clear enough to make an accurate decision, despite having the option to retake them.

  The first set of photos was not clear enough to make an accurate decision and missing the required windshield logo. We requested a second set to ensure we had clear images and the necessary documentation. The second submission was again not clear enough to make an accurate decision and still missing the logo.A third request was made, and this time the insured submitted photos from outside the vehicle along with the logo. Based on those photos, the damage was determined to be wear and tear.

  On 04/23/2025, the insured requested a reinspection and again submitted photo which were not clear enough to make an accurate decision. To assist further,our supervisor allowed the insured to email photos directly. The emailed phototaken from inside the vehiclewas clear and showed evidence of previously repaired damage.

  If the insured maintains no prior repair occurred, the only logical explanations are either (1) the vehicle was purchased with pre-existing damage,or (2) a repair was done without their knowledge. It's worth noting that photos taken through the same process (e.g., the logo, overview and rear of vehicle)were clear, confirming that photo quality depends on how the photo is taken,not the submission method. Also, all photos submitted were reviewed internally by our Review Team, which has 30+ years of experience in the glass industry.

  We have acted in good faith and followed standard procedures to evaluate the claim fairly.

  Customer Answer

  Date: 05/16/2025

  There assessment of repair is completely false. I watched the rock hit the windshield and know without any doubt that NO repair attempts have ever been made as I am the only one who drives the vehicle or has access. *** is completely wrong on this.