Albuquerque auto glass company makes amends with dissatisfied member

Albuquerque auto glass company makes amends with dissatisfied member

Member Complaint

I hired Horizon Auto Glass & Tint of Albuquerque, N.M., to replace a windshield. It was the absolute worst experience ever with a glass installer. They came recommended, and the price was right, but the quality and customer service were deplorable.

Two days after the windshield was installed, after scraping snow and ice from the surface, deep scratches appeared on the windshield. I took it back to the dealer and their response was that “glass sometimes does that” and they blamed the condition on my daughter and an old scraper.

Horizon refused any adjustment except to extend the same $20 discount we got in the first place. Good quality auto glass doesn’t scratch the first time a scraper is applied to it. This was an inferior product installation by a dealer that cares nothing about its customers. I will never use this company again. I want the company to replace the windshield.

Randall Van Vieck, Albuquerque, N.M.

Provider Response

In spite of providing a safe, professional installation, OEM equivalent Pilkington Glass and a great price, this customer’s windshield has gotten scratched after only three days. I will provide a new replacement windshield for his daughter at half the original cost.

Rod Williams, owner

Status

Resolved

Editor’s note: The member agreed to the discounted rate for a replacement windshield.

Have a complaint?

Our Angie’s List complaint resolution team attempts to resolve disputes between members and service providers. During this process, three outcomes can happen: Penalty Box, Resolved or Stalemate. Companies that don’t respond to a member’s complaint will be placed in the Penalty Box until they respond. A case becomes Resolved if a company addresses the complaint to the member’s satisfaction, or it becomes a Stalemate if the provider responds, but the company and the member can’t reach an agreement. Find out more about the Complaint Resolution Process.


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