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:03/04/2025

  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.

  I had my car window replaced at Low Price Auto Glass Fresno in November 2023. I barely used my window after the repair, but when I rolled it down recently, I heard a crackling noise, and the glass fell into the door. Concerned, I took my car to a mechanic for inspection, and they confirmed that the plastic components that hold the glass were never replaced when the shop installed the window. This was an improper repair that led to my window failing.I contacted the shop to ask if their repair was under warranty, and they told me they only cover the glass itself, not the installation. Furthermore, because I had the issue inspected elsewhere, they refused to help me at all, claiming that voids any responsibility. However, I did not alter or attempt to fix anythingI simply got an assessment of their poor workmanship.Their website states that they guarantee parts and labor on qualifying repairs, but they are refusing to honor this. Additionally, the initial repair was sloppy, as they left glass all over my car when replacing the window.This business is engaging in deceptive practices, performing incomplete repairs, and refusing to stand by their work. I am requesting that this complaint be investigated, as this is a clear case of faulty workmanship, and I would like them to fix their mistake at no additional cost or reimburse me for having it fixed.

  

  Business Response

  Date: 03/05/2025

  Hello,

  Thank you for bringing this issue to us. As the customer herself stated she got the service done in November 2023. Which is almost 14 months ago.

  As per the warranties, yes,we have a lifetime warranty on labor on new windshields and backglass installation. We honor those warranties. As per the company policy, the tempered glass have 30 day warranty on labor, which is clearly stated on all the invoices. 

  Her car was broken into when she brought the car for the repair. We installed a new door glass, which is tempered.

  We always tell the customer to check the door before leaving the shop as sometimes whenever the glass gets broken into it impacts the mechanism, which rolls the glass up and down. We did same for her as well. The window was working perfectly fine.

  Also, it's practically not possible that in 14 months, she never rolled the window glass up and down. Secondly if she had read about the warranty on the website then why did she took the car to a mechanic instead of bringing the car to the technicians in the shop. We always welcome customers in the shop.

  We have experienced technicians working for more than 15years. It's their responsibility to check the car for any faults before working on the car. The window was working fine.

  We have a reputation of quality services in fresno and surrounding areas that's why we have such a huge customer base. So,we will not tolerate such misinformation on business ethics.

  We deny all the accusations put on by the customer. 

• Initial Complaint

  Date:01/05/2024

  Type:Billing 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.

  January 04, ****-at 9:56am $140:Remove and Reinstall Back Glass They stated they were going to remove the window and reseal it due to water leakage.The only thing they did was remove the back light and reseal it. The price was not adjusted for what it was done to the vehicle. When brought up to the cashier she said it wasnt her problem and needed to pay her workers. Inv.#J0004058 I have called them the 01/03/24 to get an estimate of the work that needs to be done. One of the quotes was $140 for Remove and reinstall rear window and the other was *********** to be Seal $80.

  

  Business Response

  Date: 01/07/2024

  To whom it may concern

  Thank you for letting us know about the complaint. Regarding the complaint, the customer did called us stating that her ************************ is leaking and she wants to remove and reinstall the backglass to fix the leakage.

  We quoted her the price to remove and reinstall without any extra parts needed which is $140 or if we can just put in glue where it's leaking it's gonna be $85. We have the recording available for the conversation.

  The customer came in next day to get the problem fixed. Our employee *********************** explained her in detail about the problem and made the work order. The customer agreed for the service. 

  We charge $140 for diagnostics which is fixed. Initial diagnostic was done by the technician. The diagnostic concluded it wasn't the backglass but it was the top backlight which was leaking. The customer never told us about the backlight. We usually charge $165-$185 to fix it as it's a time-consuming service.

  The unforeseen circumstances occurred. So, the manager decided to provide a discount to the customer. Hence, the amount was adjusted to the new service and left it at the initial price, i.e., $140. The message was conveyed to the customer and they agreed to it.

  As a result, the problem for leakage was fixed. Once the job was done, the customer asked the refund as we didn't " Remove and Reinstall ". We denied her the refund as we already did the job and fixed the leakage.

  Our motive was to fix the leakage which we did and also gave the extended warranty. The service took about an hour and a half to complete. 

  The store policy clearly states if the service is provided there won't be any refunds provided.

  Being a loyal customer to ********************, we strongly deny to be a victim and refund back for the service we already provided.

   We are able to continue in this business for a long time due to our customer service and decent business ethics. We hold a reputation for the low prices and quality services. Please be understanding to our situation.