I absolutely HATED this entire experience. This was by far the worst experience I've ever had with a business!!
What made it so bad wasn't simply that it took nearly FIVE MONTHS to get the windshield replaced. It was how Coastal Glass handled the entire process and how I was treated as a customer. They were rude and unprofessional!
I have a Corvette Grand Sport and specifically wanted an OEM GM windshield. I originally started the claim with another glass company, but the OEM authorization became tied up in delays. Coastal told me they could obtain the OEM glass through my existing insurance claim without me having to pay anything out of pocket, so I moved the job to them. At the time, I thought I had finally found the right company. I was wrong.
When Coastal first told me my OEM windshield had arrived, I drove approximately 20 miles to their shop. Because of the type of car I own and how long I had already waited, I wanted to see the windshield and inspect my car before the work began. Instead of making me feel comfortable about entrusting my vehicle to them, the owner Kate seemed irritated that I wanted to take pictures of my own car and see the glass before installation.
They eventually brought the windshield out, and then discovered there was a defect and couldn't install it. I had made the trip for nothing.
After that experience, I made what I thought was an extremely reasonable request: please fully inspect the next windshield before calling me to drive all the way back to the shop.
Kate's reaction to that request was astonishing. She became upset about me questioning their process and actually told me that she didn't want my business and that I should find another installer. I had already been waiting months at that point and did not want to start this insurance/OEM process all over again with another company, so I had to swallow my frustration and try to smooth things over just so I could finally get this nightmare over with.
Weeks later, I was called back because another windshield had arrived. I drove there again, inspected the glass again, and this time one of their own technicians identified another defect. Once again, no installation. Once again, another windshield had to be ordered.
At that point I was furious, but considering my previous interaction with Kate, and how fragile it seems she is when it comes to a customer who asks questions, I didn't even feel comfortable expressing my frustration because I was concerned that she would refuse the job altogether.
Finally, another OEM windshield arrived and was installed on August 27. But they didn't even tape the glass down. I have not had any issues as of 4 days later But getting the final result does not erase the experience.
As A customer--particularly one entrusting a company with a vehicle they care deeply about--I should be able to ask questions, photograph my own vehicle, inspect a replacement part before installation, and ask that a replacement part be checked before making another unnecessary trip without being made to feel like a nuisance.
I never expected Coastal to control manufacturer defects or backorders. But I did expect them to set realistic expectations and have some knowledge. Also, I expected communication, organization, professionalism and some understanding of why a customer would become concerned after repeated problems. Instead, I often felt like my questions were an inconvenience to them. And Having the owner actually tell me she didn't want my business was what did it for me! This company doesn't understand customer appreciation.
So in summary Five months, Multiple OEM windshields, Multiple unnecessary trips. An owner who told me she didn't want my business. And a customer who ultimately felt like he had to stop asking questions just to make sure the company would finish the job.
That's why, despite eventually receiving the windshield I wanted, I cannot recommend Coastal Glass. The problem wasn't simply what went wrong. It was how they treated me when things went wrong. They didn't seem concerned, prepared or knowledgeable as to WHY this was happening. and they were VERY unprofessional in handling it !This is by far the WORST business I've ever dealt with read more
