Complaints

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• 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.

   
  Complaint: 23017517
  
  I am rejecting this response because:I am writing in response to your letter regarding the windshield replacement on my 2021 ****** RAV4 conducted on February 13th, 2025. I would like to clarify and correct several points to ensure an accurate record of events.

  First, I want to make it clear that I did not have any communication with Mr. ******* C. **** at any point regarding the rust contamination or any other matter. I did not speak with him before, during, or after the installation.This directly contradicts the statement in your letter indicating that he discussed the rust issue with me.
  

  Second, the technician working on my vehicle did not identify the seal error independently. I brought the issue to his attention after the installation.This point is significant because it reflects the sequence of events and the degree of diligence applied during the replacement process.
  

  Third, I was informed of the rust contamination only after the windshield installation was completed. Your receptionist, ****, communicated this information to me just as I was leaving with my vehicle. At no time prior to or during the installation was I informed of your company policy stating that you do not work on vehicles with rust damage. Had I been made aware of this policy beforehand, I would have had the opportunity to explore other options or consult a specialized body shop immediately.
  

  I expected the installation to meet industry standards and not result in further issues. Since the installation, I have experienced issues such as air noise and rattling. This required a follow-up visit on February 20th, 2025,during which your technician corrected the loose factory wipe cowl and mirror bracket. These post-installation issues raise concerns about the overall quality of the work performed.
  

  Any future correspondence should accurately reflect the facts, including the individuals involved in discussions and the correct timeline of events. 

  ***** *****

  lasss website:"Labor is warranted by Blue Ribbon Auto Glass for the lifetime of that glass so long as you are the owner of that vehicle." (**************************************)Given the improper installation, the resulting issues, and the need for post-installation corrections, I believe Blue Ribbon should honor their lifetime warranty and ensure the windshield is properly installed. The fact that the initial installation required multiple corrections raises serious concerns about the quality and integrity of their work.I also contacted my insurance provider, *******************, and was informed that the only way to obtain a lifetime warranty now would be to have the rust repaired at a body shop and then have a different glass shop replace the windshieldrequiring me to pay a $500 deductible.I would appreciate your advice on the best course of action to ensure that Blue Ribbon upholds their warranty and corrects their installation at no additional cost to me.

  Business Response

  Date: 03/10/2025

  ********* came into our shop for his windshield replacement on his 2021 ****** RAV4 on February 13th, 2025. Our technician did not see any rust damage on the vehicle prior to removal of the windshield. After removing the damaged windshield out of the vehicle, the technician did notice rust contamination on the roof pinch weld across the top bonding surface for the windshield. Our company's practice and policy are that we will not work on vehicles until the rust damage is corrected as we are unable to guarantee the installation where any contamination of the binding surface is present. Since we could not see any rust before removal of the window, our technician began work on the vehicle. He took several photos of the rust to show ********* which were emailed to him for his record and reference. We finished the installation and treated the rust to the best of our abilities with primer, by wire wheeling as much of the contamination of the metal and priming the surface to slow its growth in the future. We did not want to leave the vehicle with no windshield in it and request the customer have the vehicle towed to a body shop and leave him with no vehicle to drive.   After finishing the installation, ******* C. **** (technician/owner) discussed with ********* about the rust that was found and how we usually do not work on vehicles with rust, but did not want to leave him without a windshield. Also,we informed ********* that the vehicle would need to go to a body shop, to have the glass pulled, rust treated and painted if he wanted the lifetime warranty honored for the installation, but if he didnt we would honor 30 days for his vehicle. The customer understood and commented that he was almost certain that the rust was due to another company out of state working on his vehicle prior to us. He asked if we would us to look at his 2019 Highlander that the other company had worked on too to see if we could tell if it had the same issues as his 2021 RAV4. He brought his second vehicle into our shop on 2/17/2025 for advice. We did not work on that vehicle and were not able to tell if there was rust without pulling the glass out. We advised that he set an appointment at a body shop, and we could cut the glass out at that location so that if that vehicle had rust too that it could be corrected at the same time as the pull of the glass. 
  ********* did call us back on February 17th after he had come in with his second vehicle about possible air noise and rattling on the 2021 RAV4. He had also placed a call to his insurance company requesting we redo his install with OEM original glass as he thought the rattle was coming from aftermarket glass. His insurance did not agree to approve OEM glass and another installation until we were able to inspect the vehicle. We scheduled him to bring the vehicle back in on February 20th. Upon driving with the customer for about 30 minutes, the technician found out the factory wipe cowl came loose and was corrected.  Also, the mirror bracket was slightly loose and was tightened and corrected to the customerssatisfaction. No secondary installation was required and the glass that was installed presented no issues. 
  
  As stated above, we are unable to honor our warranty if rust contamination is present, but we made an exception with a 30 day warranty and completed the installation for *********. To the best of our knowledge, rust repair is not covered under the comprehensive no fault windshield claim portion of the insurance policy and the comprehensive deductible would apply for any additional body damage to the vehicle. We would be more than happy to reinstate our lifetime warranty on the windshield installation once the rust problem is corrected by a repair facility that will offer a lifetime warranty on their work.
  To have the rust contamination fixed, the windshield would have to be removed to be corrected. Blue Ribbon Auto Glass would need to be the company who takes care of removing and installing the windshield at the body shop for our warranty to apply. We also cannot offer our warranty if another glass company works on the vehicle. 

  Business Response

  Date: 03/21/2025

  *********, there were 4 office employees that were present the day of installation that remember ******* C. **** (goes by *****) speaking to you. He is the owner and technician who worked on your vehicle for the original and the warranty job we did. He did speak with you when YOU signed the document about the rust which you willingly signed. And again, you trusted our work so much that you brought back your second vehicle for us to look at because you had that same company replace the glass on that vehicle which is the company that caused the rust on the vehicle that we worked on for you. You asked for us to see if we could tell if that vehicle had rust too, which we were unable to see similarly as the RAV4 where rust was undetected until the glass was removed. We recommended you take that vehicle to a body shop to have the glass taken out so rust on that vehicle could be addressed while the glass was removed. As you know, you cannot drive a vehicle with no windshield in it legally to a body shop, so when we discovered the rust on your RAV4, we were required to complete the job and send you with a drivable vehicle and advise you to your next steps to have this rust fixed. That next step, once again, is to have the glass removed when the vehicle is at a body shop so they can fix the rust.  As stated previously, he did not notice the rust contamination until the previously broken window was taken out of your vehicle, did his best to treat it and put in your new windshield, as our practice is not to install a damaged windshield back into a vehicle. Usually, rust is able to be seen when inspecting a vehicle prior to removal of the windshield, but this was not the case for your vehicle.

  As far as the rattle and the bracket being loose, we corrected that as part of Blue Ribbon Auto Glass's labor warranty.

  I am not sure what you are trying to get out of this complaint to BBB, as we are standing by the 30 day warranty that you signed here in the office and was written by ***** on your and our copy of the work order, which I had attached previously. You also were shown the photos of the rust contamination at the completion of the job and acknowledged that this was from a prior install.  **** emailed these photos to you at your request. We again have agreed to offer the lifetime warranty if you have the rust contamination fixed fully by a body shop who guarantees there work and in which Blue Ribbon Auto Glass is the company to remove and install the windshield once again.

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23017517
  
  I am rejecting this response because: see attached letter and document
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 04/03/2025

  The complaint was closed via BBB. If you need us further, our contact number is ************.

   

  Thanks.

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23017517
  
  I am rejecting this response because:

  
  
  I am writing to formally reject the response provided by Blue Ribbon Auto Glass regarding my complaint. Their proposed resolution is inconsistent with their warranty terms.
  The merchant has stated that in order for me to receive their lifetime warranty that was originally promised, I must first pay a body shop to remove the rust from my vehicle. This would cost approximately $3,000. Following that,I would then need to have Blue Ribbon Auto Glass come to the body shop and pay them an additional $1,000 or more (see attached document) to have the glass replaced in order to obtain the lifetime warranty. This requirement is entirely unacceptable and appears to be an attempt to extract additional funds from me under misleading circumstances.
  At no point during the original transaction was it communicated that additional services and costs would be required to receive the lifetime warranty. Had this information been disclosed upfront, I would have made a more informed decision regarding my options. Instead, I am now subjected to additional costs that were not previously disclosed, making this practice deceptive and financially burdensome.
  I request that the Better Business Bureau continue to hold the Blue Ribbon Auto Glass accountable for their business practices and urge them to honor the original terms of the agreement without imposing unreasonable financial conditions.
  I appreciate the Better Business Bureaus attention to this matter and request that they push for a more equitable resolution. Please keep me informed of any updates or necessary steps moving forward.
  Thank you,