ASHEVILLE, NORTH CAROLINA -- Tread lightly before choosing Diamond Triumph Auto Glass to perform an auto glass windshield repair or replacement. They ruined my windshield and now refuse own up to the mistake and to pay to replace it. I am currently filing a complaint with The Better Business Bureau, NC Attorney General, small claims court and calling for a national boycott of their product and services until my case is resolved to my satisfaction. See my story below.
A Diamond Triumph Auto Glass technician arrived at my house to perform a $50 windshield 'repair'. Without fully explaining to me the process he was going to use or showing me a disclaimer or notice, he proceeded to drill the bebe-sized chip in my windshield. About 30 seconds later, he says "Well, I've never seen that happen before". And now, what was a tiny chip is a quarter-sized divot out of my windshield.
He now says that the entire windshield will need to be replaced! Now, my insurance company was willing to waive my deductible and pay for the $50 repair cost, costing me zero. At this point, since the cost of replacement is $285, I would be responsible for paying the cost out of pocket because to cost is less than my deductible. The technician also told me on the phone that I did not need to be present during the repair, though I was. Even if they did have a comprehensive process in place, how would I have been given a disclaimer about the possible risk of a botch (which I wasn't) if I hadn't been there.
Due to lack of proper procedure and disclaimer, I feel strongly that Diamond Triumph Auto Glass is fully responsible for the cost of replacing my windshield. It was through their own error and lack of process that a routine repair costing me nothing turned into a full replacement costing me hundreds of dollars and missed work.
Even more laughable, is the 'Guarantee' for customer satisfaction listed on their website. I was obviously not satisfied with this outcome or the company's lack of accountability for their mistakes. All I asked is that they take responsibility for their actions and eat the full cost for replacing my windshield that they botched. In my estimation, if Diamond Triumph Auto Glass truly valued their relationship with their customers, they would have handled this issue with more professionalism.
The first week of April 2006, I contacted Diamond Triumph for a bid to replace the windshield on my 2005 Buick Rendezvous. They came in with the lowest bid of approximately $650 -- the highest bid was well over $1,000. I made my appointment to have my windshield replaced. This was the first week of April. The tech replaced the windshield and told me not to drive the car for at least 2 hours. He did tell me he had some difficulty installing the windshield as it was "so big".
Immediately upon driving the vehicle I knew something was wrong. There was a horrible air leak on the left side as well as on the right side. I took the car to the car wash and my fears were confirmed... water came POURING in on me! Thankfully it was a touchless carwash and I was able to drive out before I became totally flooded. Upon examining the windshield closer the molding around the outside didn't even match up.
I called the Diamond Triumph. They agreed to send the tech back. However, he thought he might break the windshield when trying "fix" it so I had to over a week until he ordered another one. The tech came back, I'm not sure what he did, but he didn't put a new windshield in or even remove the old one and reset it. It didn't leak water anymore, however I still had horrible wind noise on the right side. Long story not quite so long, I had the tech there 4 times. The windshield was never fixed.
Finally, my husband called Diamond-Triumph and pretty much gave them an ultimatum. If they couldn't to come remove their windshield and refund my money. On June 21, I had them remove the windshield and on June 22, I had Safelite Auto Glass come and install a new windshield. This tech showed me where the Diamond tech had tried to fix his mistakes by filling in the gaps with goop.
Within an hour the Safelite tech had a new windshield installed CORRECTLY. Yes, it was $200 more than the lowest bid but it was done correctly the first time. I have nothing positive to say about Diamond Triumph Auto Glass. It took me almost 2 months to get my windshield replaced correctly. I just got my refund check yesterday, July 19, 2006.