Independent Glass Association - Don't Get Steered

IGA INDUSTRY PARTNERS 2025

Don't Get Steered Incident Reports
Below are the Don't Get Steered Incident Reports as provided by Independent Glass Shops. If you would like any additional information on any incident report, please email info@iga.org and include the Incident Report ID.

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Incident ID	Date Reported	Date Resolved	Status	Issue	Network	Insurance Company	Reported By	IGA Member?	Narrative
052925-WRF	5/29/2025	---	5/29/2025 (IGA) - The Independent Glass Association (IGA) is writing on behalf of our member, Goin Glass, regarding a serious and unresolved payment issue related to Claim ID [Insert Claim Number if available]. We are formally demanding that Safelite Solutions immediately release the withheld payment of $1,057.54 and rescind the unjust debit applied to Goin Glass’s account. On May 14, 2025, Goin Glass submitted a demand for payment on an overdue invoice, including a sublet recalibration approved at $550, with proper documentation uploaded in advance. Your billing department acknowledged on May 23 that the invoice had been corrected and billed at the approved rate. However, on May 28, Safelite Solutions reversed course, stating that Goin Glass had received double payment for the work — once via a direct adjuster payment from Nationwide and again through the network. This claim is entirely false and unsupported. Following a thorough internal review, Goin Glass discovered that: • A dealership, without the vehicle owner’s consent, submitted the policy information to Nationwide and was improperly issued payment. • The vehicle owner had already filed a valid glass-only claim with Goin Glass and clearly stated that the work would be performed by Goin Glass — which it was. • Nationwide issued payment in error to the dealership, which did not complete the work. • Goin Glass completed the job in good faith, submitted the invoice through the proper SGC channels, and was never paid twice. • Safelite Solutions has acknowledged it has no evidence that Goin Glass received duplicate payment. Despite the facts, SafeliteSolutions has applied a debit to Goin Glass’s account and has suspended future payments until this debit is recovered — placing an undue and unjust financial burden on a reputable independent business. This is unacceptable. Goin Glass demands: 1. Immediate reinstatement of the $1,057.54 payment due to Goin Glass. 2. Full cancellation of the erroneous debit placed on their account. 3. A written acknowledgment that Goin Glass was not the recipient of duplicate payment. If SafeliteSolutions does not reverse this action within 3 business days, the Goin Glass will proceed with formal complaints to state insurance regulators, the FTC, and other appropriate oversight agencies. Continued unjustified debiting and withholding of funds will be viewed as a pattern of bad-faith business practices — practices that are already the subject of existing IGA complaints. We request immediate confirmation of this issue being resolved in full. Thank you for your assistance in this matter.	Late Payment - $1,057.54	SafeliteSolutions	Nationwide Insurance	Goin Glass	✓	They’re stating they will be debiting our account for a check received last month…. They state we were paid twice, once by an adjuster direct from nationwide and once by them through the network. This is 100% false so we started digging… Turns out the dealer where customer was working to trade her car had already got her policy info and sent in the info to nationwide without her consent. An adjuster cut the dealer a check for replacement. She had already filed a “glass only” claim to our shop and told the dealer (who we actually already do the work for) that we’d be taking care of the replacement the next day. so we took care of the job just like any other glass claim and waited for network payment Fast forward, So now the dealer has been paid by Nationwide for a service they didn’t do, and Safelite is somehow saying they can legally debit our account for something they have no proof we were paid on. (Yes they admitted to having zero proof OUR shop was paid twice). So now we’re stuck fighting the dealer and local adjuster because Safelite won’t budge, still saying we were paid twice (again with zero evidence to support their decision).
052325-M6R	5/23/2025	---	5/23/2025 (IGA) - Due to increased costs associated with ongoing tariffs and material supply disruptions, we are requesting a tariff relief adjustment of $43.71, which represents a modest and fair 25% increase. This adjustment is necessary to maintain operational viability and reflects current market conditions affecting our procurement of the part. We would also like to bring to your attention the updated 2025 Mitchell NAGS Disclaimer, which now states: “Note on tariffs and other temporary supply chain disruptions: Due to periodic market disruptions such as tariff implementations, short term supply chain issues, or other extraordinary events, actual costs may temporarily significantly deviate from current NAGS benchmarks. When this occurs, industry stakeholders should consider these market shifts when referring to NAGS benchmarks.” We are invoking this exact guidance in support of our request. As this disclaimer acknowledges, NAGS pricing is not always reflective of immediate market conditions. Just as other providers rely on this flexibility such as Safelite AutoGlass, we are seeking the same fair and reasonable consideration. We appreciate your timely attention to this matter and look forward to your approval of this reasonable adjustment. Please don’t hesitate to contact us if additional documentation is required.	Pricing/Discount Issue $43.71	SafeliteSolutions	Country Financia	S and T Auto Glass & Repair	✓	They are wanting 57% off list for an FW 4751 GTY. That puts it at 174.84 and I'm paying 146.61 for the windshield. I do have an approval request in for better pricing but I have never got an approval on anything other than 10% over cost. Which is now way to do business.
051225-W44	5/12/2025	---	5/12/2025 (IGA) - On behalf of the shop, we are requesting that this matter be escalated and that payment be remitted without further delay. If there are any issues that require clarification, we urge you to communicate directly with the shop or notify us immediately so it can be addressed.	Late Payment - $892.23	SafeliteSolutions	North Star	Brainerd Lakes Area Auto Glass		Have not received payment on completed work
051225-88D	5/12/2025	---	5/12/2025 (IGA) - On behalf of the shop, we are requesting that this matter be escalated and that payment be remitted without further delay. If there are any issues that require clarification, we urge you to communicate directly with the shop or notify us immediately so it can be addressed.	Late Payment - $506.18	SafeliteSolutions	USAA	Brainerd Lakes Area Auto Glass		Have not received payment on completed
051225-DDL	5/12/2025	---	On behalf of the shop, we are requesting that this matter be escalated and that payment be remitted without further delay. If there are any issues that require clarification, we urge you to communicate directly with the shop or notify us immediately so it can be addressed.	Late Payment - $1,129.75	SafeliteSolutions	Auto Owners Insurance	Brainerd Lakes Area Auto Glass		Have not received payment on completed work
051225-UI7	5/12/2025	---	5/12/2025 (IGA) - On behalf of the shop, we are requesting that this matter be escalated and that payment be remitted without further delay. If there are any issues that require clarification, we urge you to communicate directly with the shop or notify us immediately so it can be addressed.	Late Payment - $365.03	SafeliteSolutions	ACUITY INSURANCE	Brainerd Lakes Area Auto Glass		Have not received payment on completed work
051225-881	5/12/2025	---	5/12/2025 (IGA) - On behalf of the shop, we are requesting that this matter be escalated and that payment be remitted without further delay. If there are any issues that require clarification, we urge you to communicate directly with the shop or notify us immediately so it can be addressed.	Late Payment - $1,690.26	SafelieSolutions	Westfield	Brainerd Lakes Area Auto Glass		Have not received payment on completed work
051225-GG1	5/12/2025	---	5/12/2025 (IGA) - On behalf of the shop, we are requesting that this matter be escalated and that payment be remitted without further delay. If there are any issues that require clarification, we urge you to communicate directly with the shop or notify us immediately so it can be addressed.	Late Payment - $1,081.61	SafeliteSolutions	Progressive	Brainerd Lakes Area Auto Glass		Have not received payment on completed work
051225-HTF	5/12/2025	---	5/12/2025 (IGA) - Steering of insurance claims is illegal in many states and undermines consumer rights and fair business practices. The incident reported here is not an isolated case—it reflects a pattern seen by other independent shops who have come forward with similar concerns. In this case, the reporting shop, the insured policyholder, and the Independent Glass Association (IGA) are formally requesting a review of the call in question. We believe it will further validate the concern that policyholders are being misled or pressured to use preferred vendors, denying them their legal right to choose.	Steering Issue	SafeliteSolutions	AMICA INSURANCE	BEST GLASS, INC	✓	Calling in with insured at 1:05 pm on May 12th. Ariana stated that if he did not use Safelite he would have to pay out of pocket for the repairs and get reimbursed. Insured decided to just pay out of pocket. We have not doNe the work as of yet as we were going to try back with another Safelite rep to see what happens. We called at 1:20 pm and spoke to Patty and she said that the previous rep should not have said that at all
051225-JJ5	5/12/2025	---	5/12/2025 (IGA) -On behalf of the shop, we are requesting that this matter be escalated and that payment be remitted without further delay. If there are any issues that require clarification, we urge you to communicate directly with the shop or notify us immediately so it can be addressed.	Late Payment - $699.36	SafeliteSolutions	ACUITY INSURANCE	Brainerd Lakes Area Auto Glass		Have not received payment on completed work
051225-XX8	5/12/2025	---	5/12/2025 (IGA) - On behalf of the shop, we are requesting that this matter be escalated and that payment be remitted without further delay. If there are any issues that require clarification, we urge you to communicate directly with the shop or notify us immediately so it can be addressed.	Late Payment - $		Auto Owners Insurance	Brainerd Lakes Area Auto Glass		Have not received payment on completed work
051225-FQ2	5/12/2025	---	5/12/2025 (IGA) - On behalf of the shop, we are requesting that this matter be escalated and that payment be remitted without further delay. If there are any issues that require clarification, we urge you to communicate directly with the shop or notify us immediately so it can be addressed.	Late Payment - $675.35	SafeliteSolutions	Auto Owners Insurance	Brainerd Lakes Area Auto Glass		Have not received payment on completed work
051225-D22	5/12/2025	---	5/12/2025 (IGA) - On behalf of the shop, we are requesting that this matter be escalated and that payment be remitted without further delay. If there are any issues that require clarification, we urge you to communicate directly with the shop or notify us immediately so it can be addressed.	Late Payment - $937.56	SafeliteSolutions	Auto Owners Insurance	Brainerd Lakes Area Auto Glass		Have not received payment on completed work
051325-XQ1	5/10/2025	---	5/13/2025 (IGA) - On behalf of the shop, the insured policyholder, and the Independent Glass Association (IGA), we are formally requesting that this matter receive immediate attention and full payment. The work was completed in accordance with the terms of the claim and to the full satisfaction of the insured. There is no justification for partial payment when services have been rendered in good faith and within the scope of covered repairs.	Short Payment - $7.08	SafeliteSolutions	Allstate Insurance	Appalachian Auto Glass	✓	This invoice had part number 73151-TG7-A01 improperly adjusted during processing. Request supplemental payment in the amount of $7.08.
051325-FW6	5/10/2025	---	5/13/2025 (IGA) - On behalf of the shop, the insured policyholder, and the Independent Glass Association (IGA), we are formally requesting that this matter receive immediate attention and full payment. The work was completed in accordance with the terms of the claim and to the full satisfaction of the insured. There is no justification for partial payment when services have been rendered in good faith and within the scope of covered repairs.	Short Payment - $40.00	SafeliteSolutions	Farmers Insurance	Appalachian Auto Glass	✓	This invoice had the pre approved calibration improperly adjusted during processing. It also had a $15 paper invoice fee applied when it was submitted on the website. Request supplemental payment in the amount of $40.00.

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