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:09/26/2025

  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.

  I contacted windshield hub to replace my broken windshield. When they came instead of putting the targa roof in the dock in the back of the car, they placed it on the driveway and scratched it. The company also left a s**** underneath my front wheel that they claim dropped and later they tried to say that s**** wasn't to my car, which is ********. I'm an automotive technician for a living. That was an I'm an automotive technician for a living. That was a GM bolt to my Corvette. After the windshield installation, they had to come back and do repairs on the weatherstripping because they messed it up also. The company doesn't wanna pay me for the damage to my roof and I want this to escalate to the Better Business Bureau in hopes of a resolution to pay for the damage from my roof. My car is a Corvette. It's a very nice car and it is obvious that the damage was from the windshield people. I even have a screenshot of the roof being on the ground on my security cameras from that day.

  Business Response

  Date: 10/12/2025

  Service was completed on September 8th for 2015 ***** Corvette ending in VIN ********. On September 9th, the customer provided photos showing rusted corners on both top sides of the detachable roof. A follow-up appointment was offered and accepted for September 12th, during which the technician adjusted the moldings and addressed all concerns raised by the customer.
  Pre-installation photos taken prior to service show that the same corners in question already exhibited visible paint wear and damage. The presence of corrosion in the photos submitted on September 9th is consistent with pre-existing damage rather than a result of the windshield installation, as the rust formation indicated longer exposure to oxidation than one day. 
  The customer also noted that the detachable roof was briefly placed on the driveway during the installation process. Our technicians are trained to handle removable panels carefully, and setting the roof down on a clean, flat surface would not cause the type of long-standing paint wear on the top of the roof or enable growth of rust observed in the photos. The damage pattern and existing corrosion indicate prior paint failure and wear and tear associated with the age of the vehicle, not impact or abrasion from this service in this area.
  Additionally, ********* has issued a recall for earlier model years (********) addressing similar issues with Targa tops involving sun exposure, cracking, and corrosion. While the 2015 model year is not currently listed under this recall, the presence of similar wear patterns suggests that the manufacturer may eventually expand the recall to include later years.
  WindshieldHUBs warranty terms, provided to the customer both before and after service, state that coverage does not extend to pre-existing damage. Based on the photographic evidence and service timeline, this claim falls outside the scope of the companys warranty coverage. The company has addressed and resolved all concerns directly related to the installation and within warranty terms. 
  
  

  Customer Answer

  Date: 10/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   The targa top does NOT have any rust in it. It came off of a dirty hard driveway where the damage occurred on two corners of the roof by the technician setting a roof panel on the hard concrete floor instead of the rack that's built into the car to hold it safely. My vehicle was not listed under that recall I already looked into those. It's just a scapegoat of them trying to get out of being responsible for the damage that they did on my roof. After the initial windshield installation, the technicians had to come back to fix some very ridiculous reassembly errors of weatherstripping that wasn't installed properly and they also broke one of my top plastic panels in the process of removing the windshield so no, I am not 'satisfied with my service'. I got from this company because it's still messed up. They did an extremely sloppy job of doing my windshield and I noticed I didn't mention the s**** that I found on the ground right next to the tire who knows where that s**** goes, but the guy tried to say it was from a different car? Give me a break. I even sent a picture.

  I want financial reimbursement for the damage to my roof and I'm not gonna drop this cause they're the ones that messed up my roof and they're supposed to be professional windshield installers?

   - **** ****** 

  MECP certified master technician ************

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **** ******
  
  
  
  
   
  

  Business Response

  Date: 10/14/2025

  WindshieldHUB appreciates the opportunity to respond to the customers follow-up statement.
  
  As previously noted, service was completed on September 8th for a 2015 Chevrolet Corvette (VIN ending in ********). The customer reported roof concerns and molding issues on September 9th, and a follow-up appointment was promptly scheduled for September 12th. During this visit, the technician inspected the vehicle, adjusted the moldings, and resolved all concerns related to the windshield installation itself. Molding issues are covered under our warranty as reasonable byproduct of having a windshield replaced. It was promptly repaired according to the customers schedule and availability.
  
  The photos supplied by the customer on September 9th show corrosion and chipped paint on the corners of the removable roof. Pre-installation photos taken before service show visible wear in the same areas on photos with the damage still present on the glass, indicating the damage was present prior to our work in replacing the glass. Rust formation and paint failure of the type shown cannot occur within a single day, further supporting that the condition predates the service appointment.
  
  Regarding the detachable roof being briefly set on the driveway, this is a standard and safe handling procedure. Our technicians are trained to place roof panels on clean, flat surfaces to prevent strain or damage. The pattern of corrosion on the topside of the roof, which was not the side placed on the driveway, and paint loss shown in the images is consistent with pre-existing wear and unrelated to this action.
  
  The customer also mentioned a s**** found near the vehicle. The technician verified that all fasteners used in the installation process were accounted for and properly secured, and that the bolt found on the ground did not correspond to any components removed during the service. If the customer finds that a location on or near their windshield is missing a screw, they are within warranty for a technician to return and replace it. 
  
  WindshieldHUBs warranty, provided both before and after service, specifies that coverage does not include pre-existing damage, wear and tear, or issues unrelated to the technicians installation. Based on the photographic evidence supplied by customer, service records, and follow-up inspection, the claim does not meet the criteria for warranty reimbursement.
  
  We understand the customers frustration and regret that their experience did not meet expectations. However, after a full review, WindshieldHUB maintains that the observed roof damage was pre-existing and unrelated to our service. We consider this matter closed but remain available for any further clarification through the BBB process if needed.

  Customer Answer

  Date: 10/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   You keep trying to rehash the same thing, and you wont take responsibility for the damage your tech caused. All I want is compensation for my poor roof you guys damaged, I am NOT gonna drop this until I have been compensated.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **** ******
  
  
  
  
   
  

  Business Response

  Date: 10/29/2025

  A solution was offered to the client who accepted. This matter is considered closed by the company. 

  Customer Answer

  Date: 10/30/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  **** ******
  
  
  
   
  
  

• Initial Complaint

  Date:07/30/2025

  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.

  I got my windshield replaced on 06/23/2025 by Windshield Hub which was also supposed to be recalibrated as they told me this was required. The windshield replacement cost $551.68 and the recalibration cost $436.65. In total, it cost *******. I had to finance this cost through Affirm due to me not having the money to pay up front. I had a crack in my windshield in my 2023 ******* Santa Fe and it was growing so had to immediately get it replaced. On 06/23/2025, they only replaced the windshield but did not recalibrate it. A man came on 06/25/2025 to recalibrate it but told me it could not be done with their equipment and told me it would need done in a shop and they would reach out to me to set up the appointment and I would not have to pay extra since I already financed the cost through Affirm. I have since called 07/15/2025 and today for an update and have been told that someone would reach out to me. Today when I spoke with someone, the lady told me I did not pay for recalibration when it is on the confirmation email with the price I am due to pay along with price I am listed for with Affirm. She then told me someone from warranty department would contact me. I even asked for a supervisor and did not get one. I asked if the price for the recalibration can just be removed at this point because I dont want to no longer chase for a service I am paying for to be completed. I have no faith I will hear anything back. I am not happy with the service provided and if I could get a refund for the entire thing, I would.

  Customer Answer

  Date: 08/24/2025

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding WindshieldHUB has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  ******** *********

• Initial Complaint

  Date:07/25/2025

  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.

  Attempted to perform a windshield replacement and caused $788.53 worth of damage to vehicle that required replacement and repair of multiple parts and sensors.

  Customer Answer

  Date: 07/31/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******* **********
  
  
  
   
  
  

• Initial Complaint

  Date:07/22/2025

  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.

  ? (1/5 stars)Extremely ************ and Unprofessional Communication I had a terrible experience with WindshieldHub that completely wasted my entire day. Despite scheduling a 4-hour service window from 9am-1pm, the technician didn't arrive until 3pm - a full 2 hours late.The communication was absolutely unprofessional throughout the day. When I called to check on the status, I was told the technician would arrive "in an hour." That hour came and went, and he finally showed up another 1.5 hours after that promise. Every time I called for an update, the only response I received was "I'm so sorry" with no real explanation or ***************** make matters worse, when I initially called to ask if I needed to be home, they told me YES because the technician would need the car keys. When I pushed back and asked why they would need the keys, they insisted it was "their rule" and that they needed them "to ensure it's installed properly." When the technician finally arrived, he said he just needed the car unlocked! This crucial piece of misinformation meant I wasted my entire day waiting at home when I could have simply left the car unlocked and gone about my day.The only positive was that once the technician finally arrived, he had the windshield swapped out in about 30 minutes. Other than that, look elsewhere for windshield service or expect your day to be ruined!What should have been a simple windshield service turned into an all-day ordeal due to their poor scheduling, lack of communication, and outright misinformation.

  Business Response

  Date: 07/23/2025

  We regret that the technician arrived later than the original 9:00 a.m. to 1:00 ************ window. While we always aim to meet scheduled timeframes, delays can occasionally occur outside of our control due to factors such as traffic, extended prior appointments, or parts delivery timing. In this case, efforts to keep you informed throughout the day fell below our standards, contributing to further frustrations. Regarding the concern about being required to remain at home, our standard policy is to request that vehicle keys be available to the technician for the duration of the appointment to ensure uninterrupted access to the interior, including in the event of an accidental lockout. In this instance, being present throughout the appointment allowed the technician to proceed without needing to retain the keys directly, as access could be coordinated in real time with the car owner. Were glad to hear that the service was completed efficiently once the technician arrived and that the installation met expectations. A discount was applied before service was completed, reducing the total cost for the replacement. The feedback has been noted and shared with our internal teams to continue improving communication and scheduling. Thank you again for the opportunity to address this matter.
  
  Sincerely,
  Customer Experience Team
  WindshieldHUB

• Initial Complaint

  Date:07/02/2025

  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.

  Windshield cracked &I had them come out to replace it and they did. The recalibration was done separately a few days later by them. 4 months to the day later, I get a crack on the side of the windshield on the way to work. I didnt hear anything hit it &the crack was only a few inches long. I was very upset but thinking it was a small crack it wasnt a big deal. I get to work and get out to look at it &realize at the edge of the windshield are giant shards of glass missing &it was crumbling. The larger missing shards were located on the inside of the windshield &you could tell there was no adhesive there. The company says they have a warranty but they technically only have one on the installation because it mainly covers leaks. They said it was from a rock but in order for a rock to have caused all the damage it would need to be big enough to scratch car with the way the crack was and how the bigger shards were inside. So they could put on used, damaged glass &when it cracks a month later, they do nothing about it because they dont cover the actual glass. Except it was clear there was a leak since adhesive was missing which led to the damage. They said they would not cover it &only looked at a single poor picture I sent. They never planned to examine it. I said they had to replace with OEM glass then since I didnt trust their aftermarket glass bc it could be such poor quality &have slight damage to it that makes cracks very likely not know my ins deductible was per claim. But needed to be fixed regardless. He said would take few days to get the glass from ****** so scheduled appt 9-1 on 6/30 and would not charge extra for OEM. I was waiting for someone to come examine damage to see if would be covered by warranty but no one came even though there was a **************** wrong with the glass. On 6/30 they say still waiting for ins,acted like didnt have appt, said could come next day but no one comes to examine. Couldnt wait due to leak, used diff company.

  Business Response

  Date: 07/02/2025

  Subject: Response to Warranty Claim 2020 ****** Sentra (VIN ending in ***********
  
  Dear ****** *****,
  
  Thank you for reaching out regarding the recent issues with your windshield.
  
  On February 20, 2025, your windshield replacement appointment was completed for your 2020 ****** Sentra (VIN ending in **********). At the time of booking, and again in the confirmation and receipt emails provided, our warranty terms were outlinedincluding important exclusions. Specifically, our warranty does not extend to cover future glass damage, such as new cracks or chips. While we stand behind the quality of our installation, we cannot guarantee that the glass itself will not break again over time, as glass always remains susceptible to impact.
  
  The glass installed in your vehicle was brand new and sourced through our certified suppliers. As part of our installation protocol, technicians are required to take clear before-and-after photographs of the work completed. In your case, the attached images confirm that the glass was undamaged and properly installed at the time of service. Additionally, the photos you provided show a visible dent on the vehicles frame near the crack, which strongly suggests an external impact as the likely cause of the damage.
  
  While leaks are covered under our warranty, the presence of new impact damage voids any potential warranty coverage, as the glass must now be replaced regardless. Our warranty does not extend to glass that has already been compromised.
  
  With respect to the warranty review, our team denied the claim based on the available evidence. As a result, you opted to place a new order through your insurance and requested OEM glass. OEM replacements follow a different process from standard aftermarket glass and require specific approval from your insurance carrier. We initiated the process to obtain that approval, but were informed by you that the claim should be canceled due to concerns about potential impacts to your insurance premiums.
  
  Please note that WindshieldHUB does not have access to individual policy details and cannot determine or predict how insurance claims may affect your premiums. That information can only be confirmed by your insurance provider.
  
  We understand the frustration that comes with needing another replacement so soon, and we sincerely regret the inconvenience this has caused. However, as stated in our policy, we do not issue refunds or free replacements for new damage occurring after the original service.
  
  We appreciate your understanding and thank you again for choosing WindshieldHUB.
  
  Sincerely,
  
  WindshieldHUB

  Customer Answer

  Date: 07/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   As you said over the phone, all conversations are recorded. Go back and listen to it. On Thursday when I spoke to someone, I said I dont want the cheap damaged glass if you dont have a warranty on the glass at all and only installation, I want *** glass. He said he would not charge me extra for it since I just paid to replace it 4 months earlier. Listen to the conversation. I was told it takes a few days to get it from ****** so it was therefore scheduled for the following Monday. He asked for my time preference and I said 9-1. So the appt was set. He said any issues or changes, I would be contacted immediately. Monday comes around and nobody ever came to examine my damage to even determine if it would be covered by the warranty, and I asked if whoever was coming to do the replacement would examine and I was told you didnt get the *** glass and even if I get the crappy glass that only lasts 4 months, the earliest you could come was MAYBE the next day. I said no I need it right away. My appt was for Monday 9-1 and I expected someone to show up for that appt. I was told I misunderstood. And again, go back and listen to the conversation you recorded. I didnt misunderstand. Also there is no dent on my cars frame whatsoever, which you would have seen had you actually come to examine it the way youre supposed to do when youre handling a situation that potentially involves a warranty but clearly you have never upheld a warranty and never intended to since now your only leaks are covered warranty you decided doesnt apply if the poor installation and lack of adhesive led to the glass damage. I cant even attach pictures of the lack of dent so here is a link.

   

   

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

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** *****
  
  
  
  
   
  

  Business Response

  Date: 07/09/2025

  Call recordings confirm that the agent informed the customer that *** glass may take a few days to a week to arrive. Unfortunately, there is no way to guarantee a time frame for approval of ************* claims as it varies based on the vehicle, the insurance, and the policy. The agent stated we would aim to schedule installation for Monday or Tuesday, but emphasized the importance of contacting the insurance provider immediately so *** approval could be requested and that *** approval can take longer, as well as ordering from the Dealership adding time. 
  
  *** glass is the original equipment on vehicles and is often what becomes damagedwhether cracked, chipped, scratched, or brokenrequiring replacement. The nature of *** glass being originally on all vehicles when manufactured, then later being damage and requiring a replacement, reinforces that *** glass is no stronger or thicker than aftermarket glass. There is no preventing rock chips or damage to glass regardless of glass source or installation. Aftermarket glass is the insurance's first choice in replacement. The agent informed the customer that if *** glass was approved by insurance, the customer would only be responsible for their deductible and would not incur any additional charges from WindshieldHUB.
  
  The customer mentioned they had a $500 deductible but believed it had already been paid under a previous claim. During a three-way call with the insurance provider, the customer reported that a rock had hit the new glass. Rock chips are expressly excluded from warranty coverage. ************* provider confirmed this incident would be treated as "new damage." ************* representative also clarified that deductibles must be paid for each claim. After being informed this, the customer inquired to their insurance if poor installation would change their deductible responsibility. They were informed it would not.
  
  ************* provider confirmed that the current approval was only for aftermarket glass and that an additional approval would be needed for ***. The WindshieldHUB agent again reassured the customer that there is no added cost for *** glass beyond the deductible, if approved by insurance.
  
  WindshieldHUB submitted the *** request to the customer's insurance on Thursday, June 26. No response was received by Friday, June 27. ************* provider was closed for the weekend (June 2829). On Monday, June 30 at 8:39 AM, WindshieldHUB contacted the customer to inform them that *** approval was still pending, but aftermarket glass was available for same-day installation.
  
  Warranty and Technician Policy
  WindshieldHUBs warranty does not cover any form of glass damage, including cracks, chips, or breakage, regardless of cause. Because damage is not covered under warranty, a technician is not sent to inspect damaged glass. This policy is in place to save customers the inconvenience of waiting for a service visit that would result in the same conclusion. Warranty terms are located on the booking confirmation email before service and the receipt email after service. 
  
  After being informed that the rock chip would not be covered, the customer mentioned a possible leak due to lack of adhesive. While leaks ARE covered under warranty, once new damage occurssuch as a rock chipit voids warranty coverage related to leaks, as the structural integrity of the glass has been compromised by external damage.
  
  Final Response:
  WindshieldHUB was in process of getting approval from Insurance for ***, delayed by the Insurance. WindshieldHUB informed the customer as soon as appropriate, once insurance could be contacted on Monday, after receiving no response. WindshieldHUB properly set expectation on the time expected for *** glass. WindshieldHUB offered the approved aftermarket for re-installation in order to meet customers schedule. ********************** was willing and able to replace the glass through customer's insurance with an *** glass, at customers request. ********************** has no involvement in customer's deductible responsibility, rates, or relationship with insurance. *** Order was canceled by the customer on Monday June 30th at ******* due to concerns about rising insurance rates. Customer stated they selected a different company and was having it replaced elsewhere, further voiding any warranty coverage for installations done by WindshieldHUB. 
  

• 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.

  Made an appointment to get a broken side window replaced. Realized later I was not going to be home. Went online and tried to cancel the appt. I got a message that my account could not be found. Spent probably 45 minutes trying to contact someone. I chatted with someone called ******** and told her the story. She said I had to do every thing online, she couldnt help me. I finally gave up. When the tech called me to fix my window I told him I wasnt home and was not able to cancel online. I was charged $75.00. This seems obvious to me that its a scam. I want my $75 back!!!

  Business Response

  Date: 04/15/2025

  Customer called and placed order over the phone on April 5th, 2025 for April 7th, 2025. A confirmation email was sent to ******************* at the time of booking. A text message with company's phone number, stating "Order #****** has been successfully scheduled! If you have any questions, reply here, or call our ************* at **************, office hours are 7AM-9PM" was sent to customers phone number ********* immediately after booking. WindshieldHUB cancellation policy can be found on the confirmation email received by customer at ******************* and on ********************** website at ******************************************************. Cancellation policy is as follows: Cancelling within 30 minutes of booking is free, but cancelling within 12 hours of your appointment start time will incur 75$ fee. No messages or calls were received from this customer in the allotted time. Customer mentions "Account not recognized" but this is not a function of any WindshieldHUB websites or system. After a text from the technician was sent to ********** the customer responded to cancel. The cancellation request occurred after the technician was already en route. Cancellation fees ensure the technicians are compensated for their time and efforts. Multiple attempts by phone were made to reschedule the order to avoid a fee. Per policy, the card on file was charged $75.00 which can be used as a credit towards a replacement should the customer decide to reschedule the replacement.
  

• Initial Complaint

  Date:03/14/2025

  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.

  On 3/7/2025, I found Windshield Hub online to replace my cracked windshield. I scheduled for that day at 3:00pm. Due to the fact that my vehicle wasn't going to be returned in time, I cancelled the appointment in hopes of setting another appointment. When I spoke to the main office located in ********, that was the first time I was aware of a cancellation fee of $75.00. I went back to the cite and found no mention of this before you provide payment information. So I had decided to continue the service but found out from insurance company that more repairs were needed than a simple replacement of windshield which included a cowl and paint job. So my repairs qualified for collision repair according to agent visit on 3/13/25. I got an email 3/14/25 that I was charged $75.00 for a cancellation fee when I did inform them on 3/10/25 regarding the cowl but didn't get a response. That's when I contacted my insurance company. The company did respond on 3/12/25 for photo to see if they can verify the repair. My agent came by 3/12/25. Was going to let them know of the repair change when I got notification that I was charged. This seems to be an unfair business practice when they were notified before the scheduled appointment.

  Business Response

  Date: 04/04/2025

  This order was placed on March 7th at 9:11AM CST online by the customer (it was not placed over the phone with an agent). The cancellation policy located at the bottom of the confirmation email was sent to ********************** at the time of booking, 9:11 AM CST. The cancellation policy is also located on the website at ******************************************************. The appointment was scheduled for 12-3pm on March 7th. The Cancellation policy states that canceling or rescheduling within 12 hours of your appointment start time will incur a $75.00 cancellation fee. The cancellation policy also states for same-day orders there is a 30 minute ***** period for orders placed for the same day, meaning you have ********************************************************** reschedule without a fee. The customer called to cancel/reschedule their order at 10:39AM CST, which is outside of the 30 minute ***** period and within 12 hours of their 12-3pm appointment. This fee was shared with the customer over the phone at the time of cancellation. This customer elected to reschedule their appointment. This customer failed to update their schedule day and time preference after multiple phone calls and emails. Due to failure to respond or reschedule their appointment and their cancellation, the order was cancelled. The customer replied to the confirmation email, which states the cancellation fee, from ********************** stating they would dispute the charge. Our cancellation policy includes the fee being used as a $75.00 credit towards their replacement if the customer reschedules their appointment for the same vehicle. I have included a copy of the confirmation email and the customers reply to the confirmation email which includes the cancellation policy and confirms their reception of the confirmation email. 

• Initial Complaint

  Date:01/30/2025

  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 the evening of 11/24/24, the rear drivers side window of my vehicle was smashed. I contacted Windshield Hub for a replacement, and a repair technician arrived on 11/26/24, to perform the service. While completing the repair, the technician caused damage to my vehicle by leaving visible scratches and ****** on the passenger side door after leaning his tools against it. This was not addressed at the time, despite my concerns.According to the companys website, they claim to provide a complete service, including replacing the window and thoroughly cleaning all broken glass. However, during the repair, the technician informed me that your motor is now broken and offered to repair it for an additional fee, payable directly to him in cash. I refused this offer and insisted that all services be handled through Windshield Hub as per the agreement.Although I felt uneasy about the situation, I allowed the technician to finish the job because I needed the window fixed before my holiday travel. Upon returning home, I discovered several issues:Glass Debris: The interior of my vehicle still had glass shards, and when I opened and closed the door, I heard glass falling inside.Improper Window Installation: Upon inspection, I noticed pieces of cardboard were wedged into the window installation. Additionally, while driving, the newly installed window began to slide down.Damage to the Motor and Door Components: After taking my car to a local dealership for inspection, I was informed that the repair had caused severe damage to my vehicle, including:The door was full of glass debris.The window motor had been destroyed, with the wire wrapped around it.The door panel carrier was also destroyed.The dealership advised that replacing the motor and door panel carrier would cost approximately $290 ($200 for the door panel carrier and $90 for the motor), with an additional 2.5 hours of labor at their standard rate.

  Business Response

  Date: 01/30/2025

  Dear ***** *****,
  
  Thank you for reaching out to WindshieldHUB regarding your warranty claim. We appreciate the opportunity to review your case, and we apologize for any frustration this situation may have caused.
  After thoroughly reviewing your claim, including the images, your detailed submission, and the technician's feedback, weve reached the following conclusions:A door glass installation was completed on your ********************************************* November 2024. You indicated that the damage was caused by a break-in. Your next communication on January 28th, 2025, mentioned that glass had been left inside the door, the window no longer rolls up or down, and there was additional damage to the regulator and motor. Wed like to clarify the nature of door glass installation and provide additional insight on the issue.
  When window glass is rolled up and secured, and then forcefully impacted (such as during a break-in), the force can cause the glass to bend before shattering. This impact can also damage the clips that hold the glass in place, as well as the regulator and motor, which are connected within the door frame. A glass replacement addresses only the glass itself, not these underlying components. The technician informed you that the regulator and motor were damaged due to the break-in, and suggested that these issues be repaired separately, as WindshieldHUB does not provide regulator/motor repair services as part of our standard offerings.We also acknowledge your concerns about the technicians offer for additional services outside of WindshieldHUBs standard offerings. WindshieldHUB allows technicians to offer repair services for components we do not handle, such as motors and regulators, directly to customers. However, please note that these services are separate from WindshieldHUBs warranty coverage and are not conducted under our companys policies. We regret that this caused any confusion during your service experience.An inoperable regulator or motor can prevent the window from functioning properly, including causing the glass to appear off-track or fail to roll up completely. These components are beyond the scope of a glass replacement and require a mechanics assessment for repair. Additionally, when glass is shattered, small fragments may fall inside the door panel, sometimes lodging into the regulator or motor. While we understand this can be frustrating, modern tools are not yet capable of fully vacuuming these fragments from the tight spaces within the door. Over time, some of these small shards may fall out through the doors natural drainage holes. Unfortunately, this is unavoidable with current technology.Regarding your concern about scratches on the door, we understand that this situation is frustrating. Our technicians are required to submit detailed photos of the installation once the service is complete. These images undergo a thorough review to ensure that no damage occurred during the installation process. Based on our review, the after-installation photos do not show any evidence of damage. However, its important to note that since this issue was brought to our attention two months later, it falls outside the timeframe allowed for other damage warranty claims. As per our policy, we are unable to address any damage claims or repairs reported after this period. You can find the full warranty terms in the *** receipt sent to your email after service, as well as the confirmation email you received prior to the service. These documents outline our warranty period and the conditions for claims.Unfortunately, based on our warranty terms, we are unable to reimburse for damages resulting from a break-in or for repairs performed by third-party shops. Our warranty is limited to the original glass installation and does not cover damages to the regulator, motor, or other components that may have been affected by external impacts. We understand that this may not be the outcome you were hoping for, and we regret any inconvenience this has caused.

• Initial Complaint

  Date:03/11/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 got my windshield replaced by this company 12/15/23 and now less than 3 months later 03/07/24 my windshield is cracking and they denied me warranty. They stated it appears that the pressure and impact applied by the wipers are the cause for the crack in question, so unfortunately we must inform that our warranty does not cover this damage to the glass but my agreement is that if thats the case they should be able to honor the warranty and replace my windshield because their employee replaced my windshield and reinstalled my windshield wipers, so if the wipers are the cause then the job was done poorly.

  Customer Answer

  Date: 04/04/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by WindshieldHUB regarding complaint ID ********.
  
  Sincerely,
  
  ***** ******
  

• Initial Complaint

  Date:04/04/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  This company faultily installed my windshield. Then when I tried to get them to replace it, they made scheduling nearly impossible. When I persisted, they finally sent someone out and they tried to claim it was due to a rock even though it is clearly a lie (see pics) . DO NOT USE THIS COMPANY. THEY WILL NOT ACTUALLY WARRANTEE THEIR WORK!!!!

  Customer Answer

  Date: 05/03/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by WindshieldHUB regarding complaint ID ********.
  
  Sincerely,
  
  ***********************