Complaints

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

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  NuVision Auto Glass

  Phoenix, AZ 85016-8230

  
• 

  NuVision Auto Glass

  2200 Lucien Way Suite 205 Maitland, FL 32751-7007

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:06/02/2025

  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 used this company for a windshield replacement on my ******* Elantra on April 16th. The technician, ***** M, came out to do the install. I was told I'd receive a $350 cash-back incentive along with a dinner certificate a big reason why I chose this company over others in the Valley.Not only did I not receive the full incentive, but I had to reach out multiple times via chat and phone just to get anything sent. After a week of delays and follow-ups, they finally sent a $50 **** card, not $350. When I questioned the discrepancy, I was told the amount was based on what they billed my insurance which they still havent provided a receipt or cost breakdown for, despite my repeated requests.Had I known Id only be getting $50, I absolutely would have gone with another company that was offering me more and was transparent up front. This feels ************ make matters worse, the installation quality is poor. Theres a seam inside the car thats come loose since day one, and the windshield itself seems warped or wavy on the drivers side. It creates a distortion that makes it feel like youre looking through prescription lenses its nauseating and unsafe.I've tried to be patient and polite, but this has been an incredibly frustrating experience. I hope someone from the company takes this seriously and makes it right starting with providing the billing breakdown and addressing the defective install.I have followed up several times and have never received a call back, email back after a few follow-ups. Radio silence. Wish I never went with this company honestly. GO ELSEWHERE!

  

  Business Response

  Date: 06/11/2025

  We understand and acknowledge your frustration, and we appreciate the opportunity to address your concerns.
  As previously discussed, all calls to our office are recorded for quality assurance. Your call was reviewed by both our ** team and management. At 2 minutes and 32 seconds into the call, our representative clearly offered a $50 rebate, which you accepted.
  Additionally, records show that your vehicle was previously serviced by NuVision Auto Glass in 2024, at which time you received a $75 rebate.
  Regarding your concern about the molding, our technician confirmed it was installed correctly. However, in the interest of ensuring your complete satisfaction, we replaced your windshield as a courtesy. This service was done in good faith and as part of our commitment to customer care.
  To summarize:
  A $50 rebate was offered and fulfilled.
  A $75 rebate was previously issued in 2024.
  Your molding concern was addressed with a full windshield replacement at no charge.
  At this time, we believe all issues have been properly and professionally resolved. NuVision Auto Glass considers this matter closed.
  Thank you again for your business.

• Initial Complaint

  Date:05/10/2025

  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.

  On April 2nd, 2025 I had my windshield replaced by NuVision Auto Glass. Initially, it seemed to be a smooth and easy process. The technician was friendly, until I mentioned to him that my car may not have been calibrated correctly. I didn't get any assistance from NuVision when I called to complain about my windshield camera and Forward Collision Warning malfunctioning after the replacement. Luckily I had a friend who works for a local ***** Dealership and was able to provide assistance, because NuVision did not follow up to make sure my issue was resolved. On April 25th, I called because the brand new windshield cracked. i spoke with a *** who asked me to send photos of the crack to ************. I sent in an interior and exterior photo of the crack. I never received a call back. I have called two other occasions, with today, May 10th being the third time. By now I am extremely upset. The representative today, hung up the phone while I was expressing my disappointment in their lack of initiative to resolve my complaint. I immediately called right back, for my calls to then go to a voicemail box. I am so disappointment at the amount of the times they have failed to make this right.

  

  Business Response

  Date: 05/22/2025

  Our Customer Success Director, ****, has reached out to you. You may also contact her directly at ************.
  We had a scheduled appointment for your recalibration, which our records show was canceled. I truly apologize for the inconvenience and understand your frustration. Please know that we are committed to resolving this issue promptly.
  Our goal is to provide the highest level of customer service, and we sincerely regret falling short in this instance. I look forward to speaking with you and getting this matter resolved quickly.
  Thank you for your patience and understanding.
  

• Initial Complaint

  Date:04/22/2025

  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 4/17/2025 I called nuvision Auto Glass to replace my windshield on my 2013 ***** Silverado they were offering a $100 rebate and a dinner if I go through them for replacement and I've used this company before on the same truck and got the same offer but this time they only gave me the dinner but the salesperson told me that I was also eligible for the $100 rebate well I got the dinner certificate but I did not get the $100 rebate that was promised to me I called customer service and they talk to the salesperson and the salesperson did not have any recollection of giving me the $100 rebate so it's my word against his but like I said I've used this company before on the same vehicle and did receive that $100 rebate so now I'm wondering what is the difference now and I would like to get that $100 rebate as my complaint

  

  Business Response

  Date: 04/22/2025

  Im so sorry to hear about this, and I appreciate you bringing it to our attention.
  I will begin an investigation by reviewing the recorded calls.
  At NuVision Auto Glass, were proud to offer a portion of our profit back to our customers whenever possible. We base this on the year, make, model, and insurance provider, as these factors help determine our profit margin. As you may know, costs in our industry have risen significantly, while insurance reimbursements have notgreatly reducing the available margin for rebates.
  That said, we do record all calls for quality assurance and training purposes. If the call reflects that you were offered a $100 rebate, we will absolutely honor it.
  At this time, I see internal notes indicating that the call discussed only our Rodizio Grill voucher and not a cash rebate. However, I will personally listen to the call myself and follow up with you via phone no later than end of business on 4/23/2025.
  Thank you again for your patience and understanding.

• Initial Complaint

  Date:04/14/2025

  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.

  Monday, April 7th, ******* ********* and another associate was going door to door to sign people up for auto glass replacement. I was not interested, but he insisted the work needed to be done to prevent a major incident and said that we would receive a $50 digital gift card once the work was completed. He filed a claim for both my vehicles and my best friend's vehicle. All three windshields were installed Wednesday, April 9th.We were told that after the windshield was installed, text "Finished" to his cell phone number and the digital gift cards would be emailed to us. I have texted him every day since completion (excluding Saturday and Sunday) and now suddenly a man who was on his phone for 45 plus minutes getting insurance information to cover installation, will not respond to my messages.

  

  Business Response

  Date: 04/22/2025

  Im so sorry to hear about this issue. I want to clarify that we do not directly employ the outside sales teamthey are independent representatives who work with various companies, we are one of their fulfillment centers.
  That said, we absolutely take your concerns seriously and want to make sure theyre addressed properly. Please feel free to contact our Director of Customer Success, ****, at ************. She will work with you to get this resolved as quickly as possible.
  Thank you for bringing this to our attention.

• Initial Complaint

  Date:01/06/2025

  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.

  1/3/2025 A NuVision Auto Glass employee named *** knocked on our door. He then proceeded to tell my husband he noticed a crack in his windshield as he was walking around the neighborhood after fixing someone else's windshield. He then asked if he could give us a quote for a windshield replacement. He proceeded to ask my husband's name, our insurance company, and VIN number. He called someone and told my husband he has a State Farm Representative. My husband then received an email from State Farm Stating he had a new claim. **** did not consent for this. He only consented to get a quote on a new windshield price. *** then asked **** if he could schedule an appointment for Monday 1/6/2025 to replace the windshield. **** said no, he was not interested in the service. Sunday night **** received an email regarding his appointment on Monday for a windshield replacement. After calling, emailing, and not being able to get a hold of anyone, including ***, **** texted him. He informed *** he did not want this service, nor did he ever schedule this. *** got angry, told **** he was going to pay for the shipping of the glass, and responded the he wasn't doing anything illegal when **** inquired about getting local authorities involved if this did not stop.

  

  Business Response

  Date: 01/07/2025

  
  We sincerely apologize for this experience. Please note that they are an independent sales organization and are not employed by us. To address this matter, we encourage you to contact ****, our Director of Customer Success, at ************. **** will assist you in reaching their company and filing a complaint.
  

  Customer Answer

  Date: 01/07/2025

  
  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:11/27/2024

  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.

  Guys replaced my windshield in the dark and the windshield was not sealed properly, and another set of guys came out and replaced the windshield correctly however they could not calibrate the camera they told me to take it to ****** and I did. ****** said they could not calibrate the camera because it was broken. Not to mention the first set of guys also damaged the interior of my car by the shifter. This has been going on for months now. Please just make it right that's all I ask.

  

  Business Response

  Date: 12/03/2024

  We have a current warranty open for our customer and have been in contact with her.  We are waiting for parts and as soon as they are in we will schedule an appointment as soon as the very next day.  We do apologize for any inconvenience this has caused. Thank you.  

• Initial Complaint

  Date:11/08/2024

  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.

  My windshield was originally replaced early July. They told me when scheduling the appointment they would install a tint strip. When the installer arrived there was no tint strip and the new windshield cracked before he put it on. He already had the old one off so he still installed the new cracked one. When scheduling the 2nd replacement they still assured me there would be a tint strip. When the installer called to say he was on his way I asked if the tint strip was on and if not to call back and reschedule. I assume it wasn't on because he didn't show and no one called to reschedule.They guaranteed a tint strip when I first scheduled the service. They installed a broken windshield and have yet to fix it. The last time I spoke to a representative I asked to speak to a manager and they put me on hold for over 20 mins and said one wasnt available. I asked for them to have the manager return my call when they were available.Ive called, emailed, and text. They havent responded to solve this issue. I would like a new windshield with the tint strip they originally offered.

  

  Business Response

  Date: 11/12/2024

  We do have an open warranty for Mr. ************** We have attempted to reach our customer with no response.  I will reach out to our customer.  Please contact **** our Director of Customer Success at ************.  **** will resolve this concern quickly.  Thank you

• Initial Complaint

  Date:09/23/2024

  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.

  Was offered money to replace my windshield

  

  Business Response

  Date: 10/01/2024

  I am so sorry, however, I am unable to locate an account with this name or phone number.  Please contact **** our Director of Customer Success at ************.  Please provide the name and phone number associated with this account. Thank you

• Initial Complaint

  Date:08/05/2024

  Type:Billing 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.

  We have been dealing with NuVision since April 2024, and have yet to get my window calibrated. The Manager, *********************, has not been helpful nor has he followed through with his word of assisting us in getting this matter resolved. They were quick to charge my insurance over $1k but have failed to complete the install. Not to mention, the $150 check I received, got RETURNED from NuVision bank. I had to call them and inform them, as they had no clue. They stated their account "got hacked", and the Manager herself, *****'d me $185 from her PERSONAL ACCOUNT. Last I checked, handling personal and business funds are not permissible. I have checked in with *** every month, sometimes multiple times, and I get the same answer of "the dealership still has windshields on back order, bla bla bla." ALL I need is for it to be calibrated. It has now become a hazard!Please see that someone contacts me immediately regarding this matter!

  

  Business Response

  Date: 08/13/2024

  NuVision Auto Glass recently replaced the windshield on ************************** 2016 ******** Escalade. Unfortunately, the vehicle did not calibrate properly, which we believe is due to the continental camera. We have contacted her insurance company and requested *** glass. However, the *** glass for this vehicle is currently on national backorder.
  Our warranty manager has been in communication with ********************** to address this concern. We understand and share her frustration and disappointment, but the backorder situation is beyond our control. We have already ordered and paid for the glass and are in line to receive it as soon as it becomes available.
  As soon as the glass is delivered, we will contact ********************** to schedule installation and calibration for the very next day. Our Director of Customer Success has reached out to ********************** via phone and text messaging. We fully intend to resolve this concern. 

• Initial Complaint

  Date:07/01/2024

  Type:Order 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.

  Technician came out to fix my windshield. Prior to them coming out it was confirmed a 75$ rebate check would be given to me upon completion. The technician gave me the check and I didnt check before he left- ****** learned. The check is not signed and my address is incorrect so I cannot cash it. I received a text from someone a Nuvision saying I should send them my Venmo or PayPal. I did that and have received nothing. Ive called about 10 times and keep getting transferred. I thought this was going to be an easy process but its been anything but that. I dont care if you electronically transfer or send me a check. But I need my rebate check.

  

  Business Response

  Date: 07/06/2024

  NuVision Auto Glass did complete a windshield installation for ******************************* on 7/1/2024. The rebate check we sent with our installer did not have a signature on it.  We have coached our employee to make sure we are thorough when completing assignments. We did send the rebate on the same day as installation 7/1/2024  to Miss **************; venmo account.  We do apologize for any inconvenience this may have caused.