SuperGlass Windsheild Repair, inc. SuperGlass Windshield Repair # 105 One of the biggest undertrained, arrogant, rip-off, scam artist I have ever had to do business with lakewood, New Jersey

You couldn't even fix the lady's little crack and turned it into a BIG MESS!

Now she HAS TO replace her windshield and BREAK THE FACTORY SEAL!

GOOD JOB A-HOLES!  Somehow I think it was planned this way.  BAIT AND SWITCH!

I would much rather have a car with a SOLID WINDSHIELD than some hack job performed by your flunkies- thats just going to crack again later anyway.

Throw out all the horseshit you want about the factory seal, replacing a windshield is simple and much more structurally sound.

SHILL!

Of course anyone has the right to vent, but I think anyone reading can see that our mistake was that we should have explained the physics of glass and the reason it's smart to attempt a repair before the job started.  It's fine to be dissatisfied or to complain about something that didn't go to your expectations, but to just randomly accuse a company of a CRIME is just not ok.  We don't cause damage, we save glass, and I can provide anyone with plenty of comments from satisfied customers over the years.  Not too many online yet, but as you'll notice no complaints either, other than this one.

In response to the above statement about windshield repair in general, don't take it from us, listen to the experts.  Windshield repair prevents unneccesary injury by saving the original factory seal.  There's a reason we've been in business for 19 years, and it's not a ripoff.  It's a great value and saves people money and keeps them safer in their vehicles.

FoxNews, 20/20, and many other investigative journalists have exposed the dangers of windshield replacement and educated motorists about the safety functions of the original factory seal.

Here's a link to an article about the 20/20 expose from a few years ago:  http://www.glasslinks.com/newsinfo/2020show.htm

To break this seal harms the vehicle's safety features by:

1.  Reducing the strength of the roof in the event of a roll-over accident.  The windshield and side glass actually helps hold the roof up, and the urethane seal makes that possible.

2.  Reducing the effectiveness of a passenger-side airbag.  Passenger airbags deflect off of the windshield before impacting the passenger, and quite often replaced windshields eject from the vehicle in the event of an accident due to airbag deployment.   That means you don't get the airbag's safety functions and you're more likely to exit the vehicle.

3.  Increasing the chance of leaks of water or air, often causing long term rust and electrical damage.   You'd be appalled to find out how often we get calls for leaky windshield seals after someone had a replacement.  It literally can ruin your car!

4.  Increasing the chances of leaving the vehicle in an accident, dramatically increasing the chance of fatality.  Traffic accident studies show that passengers who exit the vehicle in an accident have more than an 80% chance of fatality compared to passengers who stay in the vehicle, and the most common way a victim exits a vehicle in an accident is through the windshield.

If you keep your original factory seal by repairing you eliminate or dramatically reduce these dangers.  Plus, successful repairs restore the safe driving vision, not to mention a few hundred bucks.   Just because every now and then a repair fails doesn't mean it's a waste of time or a ripoff.

As the other poster above stated, it all depends on whether the customer was warned of the possibility of repair failure, which admittedly could have been performed better by us, but was assured by Harmon that was performed and they have a recording on file.    There's no reason to initiate any conference call or for us to hear the recording, because there was no money involved- it would be a waste of everyone's time.   If the customer had paid cash for the repair, she would have received a full refund, but again, there was no payment involved. 

This repair failed, it's true.   The glass split and the customer unfortunately was left with a windshield she HAD to replaced immediately, instead of a windshield with a small damage that would have eventually split anyway, causing a replacement later.   The cause of anger I think is that she didn't plan on replacing it right away because of the free repair offer.   Totally understandable, I would be irritated too if I didn't know the whole picture.  This shouldn't dissuade anyone from attempting a repair when they understand the implications of cutting their windshield's seal, and it shouldn't reflect on how our company does business, it's basically a big misunderstanding.

Just because this lady's windshield happened to split out during a repair doesn't mean the process isn't worth trying, it's all about safety, and personally I would sell a car before replacing the windshield.  The factory seal is just that important.   

I don't expect the customer to open or change her mind, just wanted to make sure other readers will get the full picture and think about what's really important when facing a rock damage in the future.  

TOUCH your windshield!

Seriously, these are all just ex burger king employees that failed at flipping burgers.  Tell them HANDS OFF your car.

NEVER try to "repair" a windshield, it's a waste of time and money, as proven here.

Next time, drive as long as your comfortable with it, then throw a brick through it and get the job done right, and NOT by these guys!

Time to change your insurance company too.

Keep exposing these losers!

Superglass, regardless of the fact you also lost on this job, the customer has a right to vent. Nobody here has full information yet, since by your own admission you've not yet heard the Harmon recording. Maybe that ought to be done, on a conference call with the OP. If it is confirmed the OP was not advised of the risks, I agree, in principle, you ought not have to take a material loss over it, BUT, perhaps more than just a discount would be in order to help get her glass replaced. Material loss, no, but a little more of a loss, yes. For if she was not apprised of the risk, she had a key element in making an informed decision taken away from her. Yeah, "corrupt" and whatnot may be stronger language than the situation justifies, but this is what happens when people are not properly communicated with. Now if the Harmon audio bears your end of this out, then we can all disregard the OP's story.

Obviously this repair was not optimal and didn't go as planned, but to say that there is a better than average chance that the damage could split is completely incorrect.  It is rare, and that is why the tech didn't mention the possibility, though he should have.   Most repairs are completed in 30 minutes and guaranteed not to split or discolor for the life of the windshield.   Our commercial customers include the largest rental car and trucking companies in the world, as well as hundreds of auto dealerships and municipal fleets in 279 cities.

SuperGlass didn't make a dime off of this failed repair, we actually SPENT money traveling to the customer and attempting to save her windshield.   Regardless of what the above comment claims, WE DO NOT GET PAID IF A REPAIR FAILS.  The repair technician has also been interviewed and evaluated for technical mistakes to avoid similar problems in the future.  We are a franchise chain made up of owner/operators and we have a reputation for taking care of customers on every level.  We tried to make the customer happy in an unfortunate situation, and she chose to lash out and accuse us of "corruption".

To accuse our company of corruption doesn't really make sense, you didn't pay us a dollar and you had a damaged windshield before we got there.   Yes, the glass split further during the repair, and regardless of whether you understood that could happen before or after the attempt, the fact is we didn't make your glass break, a rock did.

Thousands of customers are served by SuperGlass every day around the world with 100% satisfaction, and we guarantee our work for LIFE or your money back.  Since you paid nothing, there is nothing to refund.  We tried to help resolve the issue by offering a discount on a replacement windshield, but the offer was refused.

We were assured by Harmon Solutions Group that they did have a recording, like all calls they administer, but the customer is correct in that we haven't heard it personally.   Harmon scripts don't vary though, they are instructed to inform the customer of the liability and deductible in the event of a repair failure.   If this were a legal matter, the customer wouldn't have a case.

I have worked with SuperGlass for 13 years and have only had a dozen or so similar situations out of hundreds of thousands of repairs, and every other time the customer understood that the rock caused the damage, not the repair attempt.   We do not give out free glass if a repair fails, sorry!

Good luck with your replacement, I hope you are satisfied with the shop you choose.

First I was not informed by anyone that the repair might

fail,not the insurance company or the technician, he didnt say one word of the

possibility that this could fail, there is no recording at all that says this

could happen only that if it cant be repaired I would have to replace it and

then my deductable would apply, there is a big difference in cant be repaired

and a technician cracking a window while repairing it, no one in there right

mind would agree to this because if I had known there was a better then average

chance of my window breaking completely I would never have let someone touch it

until I was ready to get it replaced - common sense, so before anyone speaks

they should go listen to the recording and as a consumer who may not know this

can happen and you trust your insurance company and the SuperGlass company

doing the work, you are totally out of luck if this happens to you. Best bet

just make an appointment to have it replaced.

Something said by SuperGlass, Inc. - To be clear, the customer was informed by

the insurance network that if the repair fails she would be responsible for her

deductible on a replacement. There is a recording of the phone call on file at

Harmon Solutions Group. All major network agreements stipulate that glass can possibly

break further during the repair, and the repair technician and glass repair

shop is not liable for replacement costs. Further, SuperGlass doesn't get paid

if the repair fails, despite what the tech supposedly said to the customer.



So now I will say what I need to about this



They have not heard this recording and shouldnt automatically assume the

company did what they were suppose to its there neck on the line not Harmon

Solutions Group, besides the Harmon Solutions Group a third party group that

handles glass coverage for the insurance company. All major networks would be

Harmon Solutions Group and SuperGlass - go figure. Also, as I have stated, the

technician has no clue about how to do his job or what he should and should not

say to customers, shouldnt let it out that you get money no matter is you

screw up a job or not and should say this may not work and then you as the

consumer must pay. Amazing I know that and I don't work for your company.

Second I was told by someone at SuperGlass yes someone at the company told me

this, that it was more then likely technician error (to me technician error

should mean this falls back on the technician or the company), so no one should

speak unless you know the entire story and what was really said to me,

evidently you dont, the only thing you got right is I am extremely upset but

not because the job failed but because no one told me it could fail and your

company doesn't care and just wants to make excuses, if you did you would have

a disclaimer that customers had to sign before the work is started that the

repair might fail something your company failed to let me know also.

I would never use you again and would discourage everyone else not to use you

either. The time you spend in business means nothing, there are currupt

companies doing business for many, many years and like yours unless people

start saying enough is enough they will be around for many more just like

SuperGlass

I spoke to the customer and it is a frustrating situation for all involved.

A rock damage on the windshield prompted the customer to seek a repair shop, and SuperGlass was recommended by her insurance company and/or another glass shop.

The SuperGlass technician arrived on time and attempted to repair the damage, and unfortunately it was not successful, and the damage split further.  Glass is very fragile when damaged and sometimes can be unpredictable, even for trained technicians.  As we all know the temperatures have been high lately and this could have contributed to the failure, but the technician didn't appear to do anything wrong in his procedures from what we can tell.   It's possible the tech made a mistake, but all SuperGlass technicians are trained extensively before they ever touch a customer windshield, and it's not often that someone forgets procedure.

To be clear, the customer was informed by the insurance network that if the repair fails she would be responsible for her deductible on a replacement.  There is a recording of the phone call on file at Harmon Solutions Group.  All major network agreements stipulate that glass can possibly break further during the repair, and the repair technician and glass repair shop is not liable for replacement costs.   Further, SuperGlass doesn't get paid if the repair fails, despite what the tech supposedly said to the customer.

I would have preferred our SuperGlass tech explained the possibility of failure in more detail before the repair, but this was not done to the customers satisfaction.

To reiterate, the windshield was damaged before SuperGlass arrived, we did not cause a rock damage.   The existing glass damage did spread during the repair attempt, but SuperGlass did not damage anyone's windshield.   Our local SuperGlass offered a discounted replacement, but the customer decided it was unfair and chose to complain about the repair failure.

For any auto owners who understand the safety issues involved with cutting the urethane seal of the windshield, it's an easy choice- try to repair the windshield first, and if it is not successful, replace the damaged glass.   SuperGlass has been a repair specialist company for over 19 years, and we guarantee our work 100% for any customer that comes to us. 

SuperGlass prides itself on being the largest repair specialist in the world, and the vast majority of our locations do not sell or install glass, we save glass from landfills and prevent unnecessary replacement.

To the customer who had an understandably bad experience, I'm sorry things didn't turn out to your expectations, and I hope you consider using windshield repair in the future, not only for your money savings but for your family's safety.  Again, sorry for the misunderstanding, our guy should have been more descriptive and informative before attempting the repair.

For more information about windshield repair, please visit www.superglass.com