Complaints

This profile includes complaints for Auto Glass 2020's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Auto Glass 2020

  355 E Warner Rd Ste 4 Chandler, AZ 85225-0930

• 

  Auto Glass 2020

  10801 N 24th Ave Ste 115 Phoenix, AZ 85029-4712

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:03/05/2024

  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.

  I received a windshield replacement from this company 2 years ago. Since then, I have been CONSTANTLY called/texted by them trying to solicit more business. Each time, I ask them to remove me from their list, and that I no longer want any contact. They continue to call and text me. They don't have my name correct in their system.I just spoke with one of the people who works for them. He advised that he was truly sorry, but that the company creates these lead lists for them to call. He said he took me off his personal list, but that I would likely continue to be contacted by other representatives for the company. He said there is absolutely no way to get off of this list. I asked him what he would do in my situation, and he said to file a complaint/report with the **** I told him I was already filling out a complaint with the BBB and his response was that it simply won't do anything. So we'll see I guess. Going to submit this, and then head over to the *** too. If it continues, I'll call the police and/or consider legal action. This can be so easily resolved by just removing my number from the system that you distribute out to all of the people who you assign to follow up on leads. I am not a lead. I'm starting to become a victim.

  Business Response

  Date: 03/07/2024

  We sincerely apologize for any inconvenience our calls may have caused you. Your comfort and satisfaction are of utmost importance to us. We are dedicated to providing excellent customer service, and part of that commitment involves respecting your communication preferences.
  

  To ensure this situation is rectified immediately, we have updated our records to limit our communication frequency and will honor your preferences moving forward.  Should you have specific instructions on how you wish to be contacted such as the best times to reach you, please let us know. Your feedback is invaluable to us, and we are here to make your experience as positive as possible.

  
  Thank you for bringing this to our attention.

  
  Warm regards,

  ************************;

  Auto Glass 2020 LLC

  Customer Answer

  Date: 03/07/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution (no more future contact from the company) would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

  Customer Answer

  Date: 05/29/2024

  I filed a complaint with the BBB 2 months ago (dated 03/05/2024) for the harassing calls and texts I've received ever since I did business with this company 2+ years ago. That complaint was marked as "resolved" by myself after a response came in from AutoGlass 2020 stating emphatically that they would absolutely remove me from their contact list. Here we are today, 05/23/2024, and I have again been called. This unending contact is definitively criminal in nature. A police report is now being filed in my township.
  

  
  

  Business Response

  Date: 06/24/2024

  Dear ****************,

   

  My name is ****** and I want to say I understand your frustration and that I am personally doing everything I can to make sure this is resolved. 

  I went through our entire database multiple times but could not not find *************************** but I came across a *********************** that had similar info. I went ahead and removed that in hopes it will be the solution to this issue.  

  I can assure you that we have no desire to harass people or upset them in anyway. We are a family owned company and I have been with them for many years and we strive for our customers satisfaction.

  I hope this helps ****************, and please feel free to call me anytime at ************. 

  Than you

  -******

  Customer Answer

  Date: 06/27/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:09/11/2023

  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.

  On Aug 30, I contacted the business about repairing my car window. Spoke with sells agent ******. We made the appointment for them to come to my home on the 1st @ 8a. She then received a $50 payment from me to order the glass..she told me they had the glass and the cost would be $245 for the repair. Stating that $195 would be due upon completion of the work. We agreed and everything was set. Well on Friday September 1st I received a text message at 9:32a that they did not have the glass and would have to order a more expensive glass which would be on backorder and that the price would not be $400... at this point I tried calling ****** and she didn't answer my calls. So I called the receptionist and spoke with her about cancelling and refunding my $50 deposit. She claimed to have issued a refund; she said give them until the following Thursday 7 days, so I did. On Saturday September 9 I called back about my refund and I was brushed off... the person who answered the phone stated that the boss would have to issue the refund and that she would have said boss give me a call. Today is September 11th No call from this company and still no refund.....

  Business Response

  Date: 02/06/2024

  Thank you for bringing your concerns to our attention. We want to assure you that we have already processed the refund for your $50 deposit. We appreciate your patience in this matter. If you have any further questions or if there are additional ways we can assist you, please feel free to contact us. Thank you!

  
  

• Initial Complaint

  Date:07/12/2023

  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.

  Took my Audi q8 to get windshield replaced. After 3 hours they were unable to recalibrate the window sensors to the new windshield. They promised to pay for recalibrating at my dealership. When came to to pay the dealerships they lied and said they never promised to pay.

  Business Response

  Date: 02/06/2024

  Thank you for reaching out to us regarding the previous concern. After reviewing our records, it appears that the issue was addressed and resolved some time ago. We appreciate your feedback and want to ensure you that your satisfaction is our priority. If you have any lingering concerns or if theres anything else we can assist you with, please dont hesitate to let us know.

  
  

• Initial Complaint

  Date:05/03/2023

  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.

  I contacted 2020 Auto glass to have my cracked windshield replaced. They responded quickly and got me set up. The installer came out and installed my new windshield in less than 20 minutes. I got in my car at the end of the day and had a collision senor error. I contacted the company and they sent out someone to recalibrate the sensor. He was unable to do so. Stating that something went wrong during the install and **** would be in contact with me first thing Monday morning. That didn't happen so I sent him a text. Still no reply. The installer called me and told me he was on his way to me. I didn't schedule an appointment. I explained that I was home that day and turns out Im too far out of route. I texted **** again regarding the installer and the lack of his communication. He called me and scheduled the installer to come fix the issues. Sensor and air leak from right side of windshield. He shows up discovers the air leak issue and shows me the sensor he broke during the initial install. He told me the office would be in contact. They have to order a new piece. At the end of the day the calibration tech called me to let me know he was on his way. I explained that there was no need since the installer broke the sensor. He was unaware because there was no communication within the company. As of now, they have not made contact me so I texted **** again regarding the broken sensor. No reply. I sent a text to ***** asking her for a manager or owners contact information. She stated she would assist me regarding the issues. As of now (the next day) I have not been contacted. I have been very understanding through this entire process but I explained to them the ****** cash back is not worth the frustration of unprofessional behavior of ****. I am frustrated with this company for lack of communication and lack of care when installing a new windshield. I will also be contacting my insurance company to file a complaint about this company.

  Business Response

  Date: 05/03/2023

  Hi *****,

            Thank you for reaching out, the issue was moved to upper management and it shows in our system we have you scheduled for an appointment to get this resolved. Please let us know if there is anything else we can do to help. We appreciate your time!

  Customer Answer

  Date: 05/05/2023

  I have never been contacted by upper management regarding my complaint. Yes, they did schedule the same tech to come out and attempt to fix the air leaks in the windshield and to replace the sensor. I will waste yet another day off waiting for them to come fix these problems. I am disappointed that ***** from upper management has reached out regarding my concerns. 

  Business Response

  Date: 02/21/2024

  ************,
  
  Thank you for reaching out and for sharing your concerns with us. We truly appreciate your patience and the opportunity to address this matter.
  
  After a thorough review and several attempts to find an amicable resolution, we regret to inform you that we have reached the limits of the solutions we can offer in this situation. We understand this may not be the outcome you were hoping for, and we sincerely apologize for any inconvenience or disappointment this decision may cause.
  
  Please know this decision was not made lightly. Our team has invested considerable time and effort to explore every possible option within our policies and capabilities. We are committed to providing quality service and support to all our customers, and part of this commitment involves making difficult decisions when circumstances fall beyond our scope of resolution.
  
  Although we are unable to take further action on this particular issue, we value your feedback and will take it into consideration as part of our ongoing efforts to improve our services and customer experience.
  
  If you have any other concerns or need assistance with a different matter, please do not hesitate to contact us. We are here to help in any way we can within our capacity.
  
  Thank you for your understanding and for giving us the chance to serve you. We hope to have the opportunity to better meet your expectations in the future.
  
  Please let me know if there is anything else you might need and please feel free to call me directly at ************
  
  Thank you!
  
  
  
  *******************
  
  Marketing Assistant
  
  Digital & Admin
  
  ****** Inc. 
  
  
  
  ********************
  
  
  
  **************
  
  
  
  *** | WA
  
  
  
  ******.com
  
  
  

• Initial Complaint

  Date:04/28/2023

  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.

  It was agreed by business and myself that I would receive rebate/cash back for my windshield installation. I made it a point to be clear I wanted that before the appointment had been made. ******* was who I was working with and she communicated via text the rebate amount so I went forward with appointment. On appointment day, I reached out to see what I needed to get my cash back and she told me I just needed to request the funds. I have requested the funds twice via Zelle and it has not been sent to me. I have called the business with no answer and have reached out to ******* with no answer so I believe I was scammed by giving them my business with no intention from them to give a cash back. Super frustrating since I could have gone somewhere else then.

  Business Response

  Date: 10/24/2023

  Thank you for reaching out, this was actually resolved immediately but the customer still has not correct her complaint.  The customer was in fact given the incentive, there was no issue on our part and the customer had agreed to correct her complaint but has yet to do so.