Complaint Review: Glass Pro Aka Glass Masters Inc.

STAY AWAY FROM GLASS PRO AND GLASS MASTERS INC.

I should have left when I pulled in. Beware: Google and see just how they treat your car, your concerns, complaints and any warranty issues.

Apparently the local store on CLOVERDALE AVENUE keeps moving addresses to avoid the BBB, and GLASS MASTERS INC. in Raleigh, NC has an F Rating. Google GLASS PRO or GLASS MASTERS INC. and you will see how crooked they are.

They kept changing pricing quoates verbally, severely damaged my newly purchased BMW causing $1000 to $1600 damaged, busted my windshield, lied, would not file insurance damage claim after being asked to, would not document damage in written form, would not document customer complaint, replaced my OE quality windshield with inferior XYG Chinese crap, refused to accept responsibility, refused to give any contact info to file a complaint or claim, refused to replace windshield with brand I originally had, and finally would not return numerous phone calls I have placed to their corporate office.

STAY AWAY FROM GLASS PRO AND GLASS MASTERS - I should have left when I pulled in. This may be a long and detailed account, but you will see how they will treat your car, your concerns, complaints and any warranty issues. Apparently the local store on CLOVERDALE AVENUE keeps moving addresses to avoid the BBB, and GLASS MASTERS INC. in Raleigh, NC has an F Rating. Google GLASS PRO or GLASS MASTERS INC. and you will see how crooked they are. I am now looking to get a lawyer to handle this.

Short version: They kept changing pricing, severely damaged my newly purchased BMW causing $1000 to $1600 damaged , busted my windshield, lied, would not file insurance damage claim after being asked to, would not document damage in written form, would not document customer complaint, replaced my OE quality windshield with inferior XYG Chinese crap, refused to accept responsibility, refused to give any contact info to file a complaint or claim, refused to replace windshield with brand I originally had, and finally would not return numerous phone calls I have placed.

Extended Version: I went to have my BMW windshield checked for a water leak. I talk to the manager to just remove and reinstall the glass I have. We went outside to look at the windshield. I pointed where the minor leak seemed to be coming from. She pointed out that my windshield is a PPG and was replaced before. I point out that the trim sat perfectly flush and even. I comment that if it was replaced, that the windshield installation looked like it came from the factory. She agreed, but insisted it had been replaced. She then tells me it will cost $100 labor to "Pressure Test" for the leak, remove the windshield, apply new glue and reinstall. She pulls my car around without asking, and uses a garden hose to "Pressure Test" the leak! This is even after I just showed her where it was coming from. The 2 installer's hop in my car and begin to pull my headliner back away from the window. One says they'll try to run glue on the inside, and then the manager verbally quotes me $60 if that "fixes it". I stop them and told them, and said that I wanted them to do what I asked. The installer's do not look happy.

They start to remove my windshield which is coming out cleanly, then one installer hits my windshield to "remove it" and surprise surprise my windshield breaks. So I then have no choice, but to have them order a replacement. One installer tries to lift the glass by himself lengthwise; it folds over along the crack line and falls on my hood! So severe was the impact that it actually scratched layers into the metal! I explain that I just purchased this BMW two weeks ago and I couldn't believe what they just did. The manager then said she'll pay for new glass and pay to fix all damages they did. She then hastily snaps a poor photo of my hood damage to get estimates. I pointed out the fresh scratches on my fenders. She argues that they did not do it. I show her how they did it by leaning their weight over the fenders removing my old windshield, because I watched them. She finally says that they will pay to have that fixed as well after I insist that they properly address all damages. She calls a friend who owns a shop to come look at it. He takes a minute goes inside to talk with her then leaves.

One installer walks over to my car and I stop him as one is applying what apparently is a permanent sealer/primer. I ask him if he intends to clean the dirt and old glue, he glares at me and says "No." I then tell him that I will if he won't. Before I could finish, I get a call on my cell. As I walk away talking about the events with a friend, he then applies the remaining primer, hops in his truck and speeds off. He returned within 30 minutes and made sarcastic comment for them to contact him when they installed the windshield. He then revved his truck several times and sped off again.

The windshield finally comes in. The remaining installer ignores my concerns of how he was banging the trim back onto the windshield damaging the trim. He then calls the manager and they hastily install it. When they finish, she goes inside and the installer standing behind me instructs that I pay her before anything else. I look at the bill and see the charge for labor and windshield! I quietly pay and leave, before anything else happens to either my car, or myself.

I called her from the highway to complain of cabin wind noise, she argues it is the tape they placed. I get home and see just how poorly the job was done and that the PPG glass is now some Chinese XYG brand. I called back and at first she refused to replace my windshield and damaged trim. She claimed that XYG IS BMW OEM and that she will replace the glass for an additional $200 plus the cost of the trim they damaged during installation and any other things needed. I asked her to file with her insurance for the damage they did and she refused. I ask her for the corporate number she refuses. I asked her again to file with her insurance; she claims that she does not have to. Nor does she have to document it, and that all work will be done at the shop of HER choice. I tell her that is it my property and I will not let her take it to her friends shop and have more problems down the road. This goes on for a few minutes and then she laughs, says too bad and hangs up.

I called a friend to come with me, so that I could have her file a complaint and pick up my old windshield. I called the manager back and told her that I would like to pick up my old windshield. She laughed and smugly said No. I ask her again to place it in a box and I was coming to pick it up. Her response was that she did not have to give me my windshield even though I had asked for it back. When I told her I was in the car and would be there in a few minutes she placed me on hold. After about a minute on hold, I called her back. I called back and this time she sounded annoyed and in an angry tone to leave her alone. She then says that it is covered with other glass (amazing the work they did in such a short time I told her) and that she will not give it back. I told her not to damage, move or destroy my windshield and that I wanted it back. She said that she would call the cops if I set foot on the property, which I gladly told her to.

We arrived a few minutes later and as we were walking to the door. One of the installer's casually got up from smoking in a seat and locked the door, while she was on the phone. I knocked on the glass door and she then said smugly I'm not letting you in, and I am done DEALING with you. I told her to open the door to talk. She though it was funny and laughed. Her response was that they were closed. I pointed to the sign and show my friend that it was a few minutes after 4PM and the sign said they closed at 5PM. After we pleaded to for her to talk, I guess she realized that I had a witness to this event, she then unlocked the door. I told her that I wanted my windshield and she replied I have been instructed not to give it back to you or to deal with you. I then asked who instructed her, and she replied that she was not going to tell me. I then asked her to see the installation and how the windshield was improper. I pointed out the broken trim, the epoxy that had been pressed through, the gap in the windshield, the cabin noise and inferior brand. She admitted it was not sitting right and that the trim needs to be replaced. I told her that earlier she saw the trim was in fine when I came that morning. She said she would replace them at list price and I would have to pay for it. And that she did me a favor by installing a cheaper cost windshield. She followed up by saying that I "...was in better shape than when I arrived that morning." I told her this morning my car was undamaged, with a quality windshield and only a leaked of a few drops. Now my hood was damaged, the fenders scratched, broken trim pieces, and with an inferior windshield that was not installed properly. I told her that I took pride in my vehicle and wanted the job done right with quality parts. She laughed and remarked that If that's his pride and joy, I feel sorry for him!

Right then my cell phone rang. He identified himself as a District Manager, he then apologized that I was unhappy. He said that he understands my dilemma and that they strive for customer satisfaction. I told him that I came in with a leak and now I have a severely damaged car and an improperly installed inferior windshield. He said that they will pay to fix all damages they caused and replace the windshield I had. I then told him that they had MY old windshield on premises and that I wanted it back. He said that they will not destroy it, keep it at the shop, and that I could have it back later that week. He then told me that the NC Regional manager would contact me later that day or the next at the latest. I thanked him, got in my car and left.


I have been calling the GLASS MASTERS INC. Raleigh office everyday since, leaving messages and I have yet to hear back from any of them. The BMW Body Shop estimates that they did between $986 and $1600 damage. This is a shorter version of what I have prepared for the Better Business Bureau to file a complaint.