ComplaintsforNuVision Auto Glass

• Initial Complaint

  04/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I scheduled a windshield replacement for nuvision on april 13th, he was supposed to come between 9am and 1pm. He calls me at 230pm and tells me he is running behind and won't get to me until 4 or 5. He then calls me around 4 or 5 and says he can't come until 630 can he come the next day. I say okay and he tells me he will come around 10 to 2. He doesn't show up until 3pm april 14th. He takes an hour or so before he calls my boyfriend and tells him that my battery died while trying to recalibrate my car after the windshield replacement and he needs a jump. My battery is newer and never had issues so I have no idea what he did to fry it. He also had all of his children with him which was very concerning and unprofessional. He then tells me if he continues to try and recalibrate my car he might fry my cameras and can he come back Wednesday. I say okay and then he never shows up on Wednesday april 17th. I spend the next 2 weeks trying to get a hold of the company as none of my safety systems work now since it's not calibrated. I am told repeatedly someone will call me back and no one ever does. I finally got scheduled for today April 27th from 9a to 1pm. It's 130 and no one came so I call. Somehow hours later I found out my stop magically got deleted from the techs route. They tell me he can come from 3 to 5. It's now after 5 and the company will not answer me. This is unacceptable. My car does not work properly now because of this company and no one will help me fix it. I will never use this business again nor will I ever recommend them.

  

  Business response

  05/10/2024

  NuVision Auto Glass has been in contact with *************. Her vehicle did fail recalibration. We sent this to the warranty department and they determined we needed to replace the glass with OEM.  This has been ordered and Mss **** has agreed to schedule on 5/15/24. We are truly sorry for the inconvenience this has caused  and appreciate ************** working with us to resolve the issue. 

  Customer response

  05/11/2024

  
  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

  03/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted NuVision Auotglass under the premise that they offered an incentive of $125 check + a gift certificate for a dinner at Rodizio Grill. The glass installers gave me a check without a proper signature, therefore I wasnt able to cash the check. They mentioned they could not sign the check and would let their office know. I have now called 3+ times, left various emails and have yet to receive assistance. This occurred on February 24th, 2024. I feel it is unfair that they advertised an incentive that I am not receiving fully. I did receiving the dinner certificate but i still have not received assistance in this $125 check I haven't been able to deposit and my attempts in contacting their office via email/phone have not been returned.

  

  Business response

  03/11/2024

  We apologize for the inconvenience regarding the $125 incentive check from NuVision Auto Glass. We take your feedback seriously and are actively addressing the issue to ensure a prompt resolution.  Our director of Customer Success, ****, has reached out to you to you. 

   

   

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my passenger window replace by Nu Vision (auto glass *******) on 11/10/23.I contacted them several times because the molding was coming off around the window. They would never make an appointment to come fix it. A couple of weeks ago the window stop working and I contacted them to have it fix under the warranty. i had an appointment schedule for 02/05/2024 and no one show up. I called them and was told that the tech did not show up because it was raining, it did not rain. the appointment was again scheduled for the next day and again no show. this went on all week, they missed 4 set appointments. When I call now they say someone will call me back but that never do. If they cannot fix my window then they can refund my money so I can get it fixed somewhere else.

  

  Business response

  02/15/2024

  NuVision Auto Glass did install a door glass on 11/10/2023.  We have contacted ***** and our warranty department is working with her to fix the issue she is having.  We will dispatch a technician on 2/16/2024 between 10-2pm.  We fully intend to resolve the issue with the door glass.

  Customer response

  02/16/2024

  The window was replaced today and seems to be working fine. The tech took a picture of the molding at the bottom of the window that was broke and states he will order another one. I will accept this resolution as so as they fix this broken part.  

  

  Business response

  02/19/2024

  Our warranty manager is contacting ***** to set an appointment for the warranty work that needs to be preformed. Thank you for working with us to resolve this issue.

  Customer response

  02/21/2024

  Still waiting for them to replace the broke strip on my window. the Tech took pictures when he replaced the window

  thank you

  *************************

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Nuvision auto glass replaced my windshield. 2 hours later, I drove 2 miles down the street and my windshield cracked from the top towards the bottom approximately 3 to 4 inches. Nothing hit the windshield. I called them and they immediately scheduled another appointment. The day of the new appointment they declined to replace the windshield before even showing up and looking at it without me filing another claim. There was a tiny circular chip that I believed was caused during their install but they claim it was caused by a new rock hit. There was also a 1 to 2 inch crack along the inside edge of the windshield that could not be damaged due to a rock that they couldn't explain. Nuvsion doesn't stand behind their product or warranty and have terrible customer service.

  

  Business response

  02/15/2024

  NuVision Auto Glass replaced *** ******** windshield on 1/26/2024. NuVision Auto Glass does have pre and post inspection pictures of the replacement.  **************** did contact us  crack on his windshield.  We followed our procedure by asking **************** for a picture so we can determine if we would be able to repair it.  The picture presented by **************** clearly shows new damage.  We did send a technician to his location who determined  this was new damage as well.  ************** did determine this is a chip from the windshield being hit by a rock most likely while driving.  NuVision Auto Glass always stands behind our warranty and workmanship, unfortunately we are not able to take responsibility for new damage.  

  Customer response

  02/16/2024

  As explained to them 2 hours after the install and after driving 2 miles down the street. Nothing hit my windshield. I believe this windshield was damaged in transit from their company or during the install process. They are never going to accept responsibility and do the right thing.

  

  Business response

  02/19/2024

  I do apologize but as we have shared with **************** the pictures of post install and there are no cracks or chips.  We did attempt to contact **************** to discuss this issue.  No return call at this time.  

  Customer response

  02/21/2024

  I received a message from their warranty department asking to schedule a time for them to replace the defective/damaged windshield. I spoke to someone, I believe his name was ****, and was told that they never called. I was told they had nothing in my file related to them replacing my windshield,and someone must have made a mistake. As for them having post install pictures, I dont believe these were ever taken, and this is the first time I'm hearing about any post install pictures. 

   

  I have scheduled to have safelite replace my windshield on Saturday and want nothing more from this terrible company.

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Work Order Number: ****** Vehicle Information: *****************- *********************** VIN: ***************** ****************** USAA Referral Number: ****** I contacted Nu Vision to replace a cracked windshield on my 2018 ****** Corolla IM vehicle in ********, *******. The claim would be paid through my insurer, USAA.Nu Vision contracted with me to come to my home on 12/28/2023 to replace the windshield. The technician arrived and asked me to roll down all my windows to facilitate the install, which I did. About 90 minutes later, the technician said he was finished and everything had gone well. He noted that he didnt perform the re-calibration but did not offer a reason. NOTE: The 2018 ****** Corolla IM requires a recalibration of all the cameras and sensors in the car after a windshield replacement. The entire vehicle runs off sensors several of which are behind the top part of the front windshield. As he was driving away- with no further explanation or instruction- I noticed that my windows had stopped working (all 4) and wouldnt go up. Also, the digital dashboard display was full of warning lights. I called the technician immediately on his cell phone (which he had provided) and told him of the problem, and asked him to return to check out the issue. He refused, and said it was my problem.Upon looking at the service manual online, I discovered these lights are all related to the windshield and missed recalibration. I called Nu Vision immediately and was told that they would send out a technician in 6 days to fix the problem. When the 6th day came (1/3/2024), I received a text message from Nu Vision saying the technician would NOT come out after all, and that they determined (how, I dont know) that my car had an existing electrical problem and they wouldnt do anything further. Note that this car has approximately ****** miles and is in new condition. It has never had any kind of electrical problem. In fact, ****** Corollas are renowned for their reliability. It defies logic that my windows had rolled down for the technician when he arrived, yet they failed to roll back up 90 minutes later as a result of an existing electrical problem.Further research from the ****** service manual, several phone calls to the service department at my ****** dealership, and online ****** resources confirmed that the 2018 ****** REQUIRES a full recalibration of the windshield and other sensors after a windshield replacement. Otherwise, the results are what I was experiencing (electrical issues and runaway warning lights).I tried contacting Nu Vision on seven subsequent occasions, speaking with Magic, ***, ***** and others from both their purported **************** and ********************* They always told me that their managers were not in the office but Id get a phone call the following day. In each instance, I explained the entire issue in detail, and the promised phone call never came. I tried emailing their corporate office, but received no response. I tried escalating the problem to any manager I could find but was consistently told that they arent in the office.My final phone call was on 1/5/2024 and their acting service manager said outright that they could not help me, would not send out a technician, and that it was plainly my problem. They even emailed me a fake and doctored post installation report which purported that my car had an existing problem and that was why they couldnt perform the recalibration. Which was false. It was obvious that their original technician didnt know how to, didnt have the tools, didnt have the time, or didnt have the desire to perform the recalibration.I contacted my local ****** dealership and they estimated that the repair would cost about $450 and that it is a frequent occurrence when a windshield is installed improperly. I am seeking reimbursement for the $450, and the cost of cleaning the interior of my vehicle which was flooded when it rained and I couldnt put the windows up.

  

  Business response

  01/11/2024

  NuVision Auto Glass has been in communication with **********. We provided a resolution, ********** accepted  and is satisfied.  Thank you

  Customer response

  01/15/2024

  
  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

  12/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In October 2023 Nuvision Auto Glass replaced my windshield and attempted to calibrate it. They were not able to calibrate it so I took my car to the dealer to have this done. Nuvision Auto Glass was paid for this service by my insurance company. Nuvision did attempt to refund me using Venmo. The payment went to a account called "@libmar". @Libmar is my email address, however the payment was send to a "***** Mar". One must wonder if this is short for my company *************** Too much of a coincidence to me. I am still trying to recoup the $328.50 owed to me. I am not getting any help from Nuvision.

  

  Business response

  01/09/2024

  A representative from NuVision Auto Glass has spoken with ********************.  We have agreed to pay the amount of ****** to ******************** out of customer care.  Unfortunately ******************* provided the wrong venmo account number to ********************** in writing.  We did infact send this reimbursement to the venmo account provided. ******************** is in agreeance.  NuVision considers this matter closed 

• Initial Complaint

  12/16/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Sales rep **** and ****** approached my residence. Walked thru a gate with a latch and still rang my door bell. I have three very clear no soliciting signs and when I opened the door they proceeded to ask what kind of dogs I had. I dont appreciate solicitors from companies ignoring several signs as well as walking thru our private gate. I also dont appreciate being asked personal questions about my animals or home. I asked for their their names and shut the door. The signs are posted for a reason and we currently have someone positive for covid and I don't appreciate my signs being disrespected durring this difficult time. I would like to be provided your companies solicitor permit that allows soliciting in my area as this is required by law and I would like a formal complaint against **** and ****** for disregarding posted signs requesting no soliciting.

  

  Business response

  01/02/2024

  We are truly sorry about this issue.  NuVision Auto Glass does not employ door to door sales personnel. NuVision Auto Glass is a fulfillment center for an outside sales team, however we do not employ them. We do apologize for any inconvenience they caused.   We will send a message to the os teams management letting them know about this situation.   Thank you

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Got a replacement windshield installed about 4 and a half weeks ago. Within a couple of weeks, the windshield cracked again either due to defective glass or a poor installation. When you attempt to make an appointment to get the windshield replaced or a warranty check, the company either cancels on you or doesnt show up without notification. Very unprofessional. Over the past month, the company has cancelled on me or didnt show up at least 4 times. I shouldnt have to pay for another company to replace my windshield.

  

  Business response

  10/04/2023

  NuVision did have a failed appointment with ************** on 9/19/2023.  We definitely understand the frustration.   ************** sent a text message stating he was not interested in ** rescheduling his appointment. ****, our Director of Customer Success will reach out to ************** today and offer to reschedule the warranty appointment.  

• Initial Complaint

  08/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had 2 windshields installed within 30 days the 1st windshield was installed 7/1 which came back defected. Nuvision stated 7 to 10 business days to order a new one to get the proper windshield installed into my car. So I waited that out to get my new compatible windshield which got installed 7/31 the technician that came out to install the new oem windshield rushed through the whole process. My dash board is torn up on my BRAND NEW CAR!!. I just got this car in March brand new off the lot 0 miles on it for my dash to be torn up from a windshield replacement? Not only did he scratch up my dash in multiple places but also ripped my passenger side headliner under the sun visor. I am unhappy with the service and would like for my vehicle to look as it did before they began work on my vehicle. Not only did I spend countless time on the phone with their customer support line through this whole process. They tore up my car for me too.. I look forward to hearing something back as soon as possible.

  

  Business response

  08/14/2023

  NuVision Auto Glass has contracted with Fibrenew to quote and repair the dashboard for 2023 Volswagen Jetta.  *** has been working with Fibrenew and the customer to schedule and inspection. ********************** has every intention to repair the dashboard.  Our Director of Customer Success has reached out to our customer and will follow the repair as well. 

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  2 transactions for a new windshield. 2 attempts of bait and switch. Permanent damage occurred to my vin plate as well as repairable damage to my dashboard. Has not been repaired and *** is no longer returning calls. First transaction was Dec. just before Christmas and the second was on April 1st after being bait and switched on Feb. 4th. Unsure how they are still able to legally operate with those attempts.

  

  Business response

  07/26/2023

  NuVision Auto Glass is in contact with ************************  We have provided a resolution to ************ and he has agreed.  We will use a chemical to clean the dash, if this fails we will hire a 3rd party company to complete the repair.  ************ is in direct communication with our Director of Customer Success and states he is satisfied with the plan we have in place.  

  Customer response

  07/27/2023

  
  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,
  
  ***********************
  
   
  

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