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:06/24/2025

  Type:Customer Service 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.

  Made an appointment for windshield replacement to be done on 6/11/25. No one ever showed up, no phone call, no reschedule. Called the sales agent who scheduled my appointment, went straight to voicemail. Left a voicemail. He never returned my call. Called the main office on 6/12/25 I spoke with kind person on phone who said they would message the agent and if he didn't contact me, to call the office again. The agent never contacted me. I called the office on 6/13/25, 6/16/25 and 6/17/25. No one answered the phone, left voicemails, no one returned my phone calls.

  Business Response

  Date: 06/25/2025

  I'm really sorry to hear about your experience and the frustration it caused thats definitely not the kind of service we aim to provide. I did leave you a voicemail and would really appreciate the chance to connect with you directly. Please give me a call back at your earliest convenience so we can talk through what happened and work on making this right. I truly want to resolve this for you. Thank you for bringing it to our attention.

  Customer Answer

  Date: 07/01/2025

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

• Initial Complaint

  Date:02/25/2025

  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 Friday, 2/21/25, I was having my vehicle serviced at ******** ***** for a recall. "***** *." [**************] trainer/trainee said the chip in my windshield could not be repaired because it was "through and through." The duo took a photo of my insurance card (personal information on my insurance card). I had to call and follow-up on the status because I was hung up on twice when I tried calling the phone number they provided. I subsequently called their office and the *** who answered the phone "*****" was unprofessional and when I asked for ***** *.'s last name said it's a long one then said he didn't know which "***** *." I was talking about. I told him the "***** *." that was at the ************** this morning! He then said he'll pass on my phone number and said I should hear from "***** *." I received text msg(s) from the phone number they provided and the story then became: ************** is one of the hardest companies we try to deal with and it has to have a significant crack along with the chip. In essence, ************** denied their attempted insurance claim request and lo and behold then "***** *." says it can be repaired and told is to contact Safelite Auto glass. SCAMMERS and I intend to further investigate and contact the powers that be at the ***** dealership and beyond. Our service *** said they do about 15 windshield (or whatever) replacements a day. Again, Scammers. They must over bill insurance companies and ***** must be getting a kickback. And At Home Auto Glass probably sells people's personal information.

  Business Response

  Date: 03/19/2025

  Dear ****,

  My name is Tray, and I am the Chief of Operations here at At Home Auto Glass. I want to personally address your concerns and ensure we have the opportunity to resolve this matter promptly and professionally.

  I sincerely apologize for the frustration and confusion you experienced. This is not the standard of service we strive to provide. We have made several attempts to reach you directly via phone and email, and I have also left my personal cell phone number in a voicemail message. I am available to speak with you directly to better understand what occurred and to clear up any misunderstandings.
  
  The representative involved in your interaction no longer works with our company, as their behavior did not align with the high standards we uphold at At Home Auto Glass. We do not tolerate any form of misinformation, nor do we engage in fraudulent practices. We pride ourselves on operating with integrity and fully complying with insurance billing guidelines, ensuring that we only charge the rates set by the insurance companies.
  
  I would like to make this right and ensure that your experience with us is addressed properly. If you could please reach out to me directly, I would be happy to discuss your situation further and work towards a resolution. We are committed to resolving this issue and providing clarity on the specifics of your claim with **************, as well as any concerns you may have had regarding your personal information.
  
  Please feel free to contact me at your convenienceeither through the voicemail I left or via email. I look forward to hearing from you and working together to resolve this matter.
  
  Sincerely,
  Tray ******
  Chief of *******************start="1819" data-end="1822">At Home Auto Glass
  ********************************

• Initial Complaint

  Date:12/30/2024

  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.

  On 12/21/24, went to a *** dealership to have a oil done. A ***resentative from AT HOME AUTO GLASS approached myself and my wife and stated that where the chip was on the windshield that could ***lace it. The ***resentative sat down with and call our insurance and had a glass claim entered. The ***resentative then told us that the company will be at the house on Thursday, 12/26/24, between 9am and 1pm.On 12/26/24, the glass installer called me to advise that it will be at the house after 1pm. He showed up just after 2pm, and had completed the work just before ******* the the reason for the complaint. The glass installer called the recalibration tech to see when he was coming to recalibrate. The tech told him between 3pm and 3:30pm. At 3:41pm, called the installer who stated that he will reach out to tech to see what is going on. Not hearing from him, I called the company at 4:05pm and explained to that *** what was going on. The female *** stated the she was going to call the tech and have them call me. Not hearing from her or tech, tried calling the company at 4:24pm and no one answered. On 12/27/24, received a text to give a survey and gave them a 1 out 5 and explained why. The person that has that number called me and stated that they will have someone at our house on 12/28/24, between 1pm and 5pm.On 12/28/24, around 4:18pm, sent a text stating that I have not received any type of communication. I then tried calling both that number and the company's number but no one answered either one.On 12/29/24, I called the glass installer who seems to be the one answering his phone and he stated that on Monday that he will be calling his company at 8:30am to see what's going on. Issue is still pending.

  Business Response

  Date: 01/21/2025

  I am sorry for the delayed response. It looks like we fell short on communication throughout the holiday season. This feedback is important for us to adjust our processes through certain times of the year that tend to be more challenging than others. It looks like both the glass and recalibration are completed as of 01-02-25. Aside from the poor communication, I hope we closed everything out to your satisfaction. Please reply or call in directly if there is anything else I can help with. ************

• Initial Complaint

  Date:11/25/2024

  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.

  Few months ago I met this company at Daytona ******. This At home auto Glass company was the worst experience I ever had. They had to text me repeatedly asking for information which they have already gotten. There people don't seem to combinate at all with each other. It took them coming out 6 time to mostly get every thing right even after texting the owners after the 3ed time. Sence that told me they were going to have me as there first stop in the morning. Then I texted and asked when they were going to be there and they told me at 10:30 that they needed to still make there stop list.. by 4:00pm I texted back and they told me they would not be coming out that day. They could not get the back window or one of there many excuses. In the end one of the owners promised me a $60 gas card that I never got and in the end they left me with my panel in the trunk with broken clips. ****** told me to tell them that the panel will no longer go back on the way it was supposed to be. The technician was probably not qualified to remove the trunk panels. And ask them how they want to go about reimbursing me. Which I did to one of the owners and have not heard a word from him in over a month. Its an extremely bad experience. I've got a lot of text to prove a lot of this and pictures.

  Business Response

  Date: 12/04/2024

  We deeply regret hearing about your negative experience with At Home Auto Glass. Providing exceptional service is our top priority, and its clear we fell short in your case. We sincerely apologize for the repeated delays, miscommunication, and the inconvenience caused throughout the process.
  Your feedback is very concerning, particularly regarding the issues with the trunk panel and unfulfilled commitments. We want to make this right and ensure that no customer experiences what youve described. Our team will review your situation thoroughly to address any unresolved issues.
  Please reach out to us directly at ************ so we can address your concerns promptly, including the reimbursement and ensuring the panel is properly handled. Thank you for bringing this to our attention, as it allows us to take accountability and improve our processes moving forward.
  We truly appreciate your patience and hope to have the opportunity to resolve this to your satisfaction.

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22597601
  
  I am rejecting this response because: texted the given number and have gotten no response. It's been a couple days. I do not have time to really call during normal business hours. I work a lot of hours. 
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 12/12/2024

  Our shop number is a business landline that does not receive text messages. Maybe we can set up a time that works with your schedule to book a phone call and discuss the details?

• Initial Complaint

  Date:11/25/2024

  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.

  At Home Auto Glass in ********, **, contacted my husband out of the blue, claiming that his previous windshield replacement included a free replacement every two years and that he was now eligible for a new one at no cost. Unfortunately, he initially believed them and scheduled the replacement. However, I found the situation suspicious and did some research.I discovered numerous recent reviews warning that this company engages in a scam. They reportedly file fraudulent claims with auto insurance companies to replace windshields that dont actually need replacing. If the insurance company denies the claim, they allegedly sue the insurer on the customers behalf.Sure enough, they initiated a claim with our insurance policy without my husband realizing thats what they were up to. Thankfully, we were able to cancel it in time. This is blatant insurance fraud and an unethical, deceitful business practice.

  Business Response

  Date: 12/04/2024

  We are deeply concerned to hear about your experience and take allegations of unethical behavior very seriously. At At Home Auto Glass, we strive to operate with integrity and transparency, and your feedback highlights concerns that demand our immediate attention.
  We sincerely apologize if our communication caused any confusion or discomfort. We aim to provide clear and accurate information about our services, and we never want our customers to feel misled. Your feedback will be thoroughly investigated to ensure our practices align with both ethical standards and legal requirements.

  If you would be willing to provide more details about your experience, wed appreciate the opportunity to better understand what happened and address any unresolved concerns. Please feel free to reach out to us directly at ************. Your feedback is essential in helping us improve and ensuring a positive experience for all our customers.

• Initial Complaint

  Date:06/09/2023

  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.

  At Home Auto Glass came to my door offering windshield replacement. The windshield was installed and the technician damaged the interior of my car during the installation. I notified the company. I was told they would get back to me, but of course they did not. I notified them promptly after the installation and I have proof and photographic evidence. I expect the installer to be able to install the product they sell without tearing up my car. I would like the business to pay for the repair of the damages to the interior of my vehicle.

  Business Response

  Date: 06/23/2023

  We have been in contact with ************************* and have coordinated a solution. This is in the process of resolution and I believe, customer will be updating this complaint requesting removal once fully resolved.