Independent Glass Association - Don't Get Steered

IGA INDUSTRY PARTNERS 2024

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.

Incident ID	Date Reported	Date Resolved	Status	Issue	Amt Recovered	Network	Insurance Company	Reported By	IGA Member?	Narrative
121324-H7T	12/13/2024	---	12/13/2024 (IGA) - After reviewing the shop report, it is clear that the vehicle owner/insured had contracted the glass shop to perform the replacement on a cash basis. What is unknown is why the customer/insured was told by your CSR that they could only use Safelite which we know is not legal as the insured has the right to choose the shop. We request a review of the call and any other records pertaining to this claim. Since the customer/insured did not provide their Allstate information, you can review their contact information and VIN from the attached shop cash invoice.	Steering		SGC Network	Allstate Insurance	Executive Auto Glass		Customer called back in August for windshield replacement. Due to glass being on National Backorder, customer was not scheduled for Replacement until 12/11 after glass finally arrived. Customer requested a change of date for install due to work schedule change, then next day informed us her insurance would be taking care of it. I informed the customer that was fine and that we could switch from a cash ticket to insurance for her convenience. Customer responded that her insurance company told her she would only have coverage if she used Safelite. We informed her this is steering and that we could assist in talking to her agent to get her assigned elsewhere if she so chose and we did not hear back from her. 12/13/2024 (IGA) - The IGA has a few helpful points to assist you in the future with regards to cash jobs and backordered glass. For situations where there is a national backorder of aftermarket and/or OEM Glass, we recommend that you take a non-refundable deposit in at least the amount of $50. Further, it is always a good idea to ask the customer for their insurance policy information even though you will not be using it if it is cash. This will assist you and us in providing better information to your state insurance division and the insurance company. Most customers have no problem providing this information. Because of the holidays, there may be a longer than usual timeframe for obtaining information regarding your report and we appreciate your patience.
121324-8PT	12/13/2024	---	12/13/2024 (IGA) - The shop is requesting the immediate payment of this past due invoice.	Late Payment - $1,460.28		SGC Network	Merchant Fleet	Dealers Choice Auto Glass		I have submitted the invoice and it remains in "billed" for months, I have emailed and chatted with an agent on multiple occasions, and no movement.
121124-P8Y	12/11/2024	---	12/24/2024 (IGA) - After reviewing the attachments provided by Murphys Auto Glass, we believe the insurance agent has the right to file the claim on behalf of their client/insured for the work to be performed by this glass shop. According to the agent, they perform notice of loss with SGC in the same manner without issues like this. On behalf of the shop, we request that the agent can perform the notice of loss and claim assignment. (attachment included)	FNOL		SGC Network	Auto Owners Insurance	MURPHYS AUTO GLASS		PLEASE SEE THE ATTACHED INVOICE AND EMAILS FROM MY CUSTOMERS INSURANCE AGENCY. THE WAY, I READ IT IS IF THEY HAD CHOSEN SAFELITE THE CLAIM WOULD HAVE PROCEEDED WITHOUT ISSUES. THEY CHOSE MURPHYS TO DO THEIR WORK SO THE CLAIMS PROCESS CHANGED. IT APPEARS TO ME THAT THE PROCESS SHOULD BE THE SAME NO MATTER WHO THE CUSTOMERS CHOOSES TO DO THEIR WORK. PLEASE CORRECT ME IF IM NOT SEEING THIS CORRECTLY.
121024-LPR	12/10/2024	12/11/2024	12/10/2024 (IGA) - The shop is requesting an immediate payment as this invoice is grossly past due. 12/11/2024 (SGC) - Our Account Manager was able to get Philadelphia Insurance to agree, since the original work order was sent down on 8/6 with the zero deductible and not updated until after service was completed. I will get this processed for an MVP payment today and they should have it in the next 7-10 days.	Non-Payment - $493.95	$493.95	SGC Network	Philadelphia Insurance	Affordable Auto Glass		This job was assigned to us by Safelite Solutions and the information they provided showed $0 deductible for the insured. The work was completed on 8/7/24 and billed to Safelite that same day. After not receiving payment or any communication, I reached out on 12/5/24 through email (because they don't have a phone number published to talk to a rep anymore.) Today 12/10/24 I received an email stating that the insured had a $1000 deductible so they wouldn't be paying anything. I am attaching the referral paperwork they sent.
121024-UY7	12/9/2024	---	12/10/2024 (IGA) - In researching GEICO automobile policies written in the State of Massachusetts, we cannot locate any language where GEICO can invoke inspection for automotive glass repair/replacement services. Further, if such a provision in the policy does exist, why is the insured not notified of an inspection if Safelite is performing the job as they too would be required to fulfill this obligation?	Inspection		SGC Network	GEICO	CD Auto Glass		This is now the 11th straight pre-inspection request. As soon as my customer requests our shop, away from Safelite, they request the inspection. I have contacted Mass Div of insurance, but as of yet, no call back on any of these instances.
121024-DFT	12/7/2024	---	12/10/2024 (IGA) - In researching GEICO automobile policies written in the State of Massachusetts, we cannot locate any language where GEICO can invoke inspection for automotive glass repair/replacement services. Further, if such a provision in the policy does exist, why is the insured not notified of an inspection if Safelite is performing the job as they too would be required to fulfill this obligation?	Inspection		SGC Network	GEICO	CD Auto Glass		Yet another Geico Inspection request. I have had 9 straight. Reported to Division od Ins, no response yet .
120424-Y6E	12/4/2024	12/10/2024	12/6/2024 (IGA) - The shop is requesting an immediate payment be made for this invoice that is approaching 120 days past due. 12/10/2024 (SGC) - The funds have been released on 12/4/24. Please have Best Glass reach out to us directly if they need additional information.	Late Payment - $1,060.24	$1,060.24	SGC Network	Allstate	Best Glass Inc.		I have emailed on this payment and all they tell me is they are sending request to research for a "Hot Funds Release" and to wait 10-14 business days and I still have not received payment and it was accepted on their website on 8/12
112824-U72	11/28/2024	12/10/2024	12/6/2024 (IGA) - The shop is requesting a supplement payment amount of $14.06. Please advise. 12/10/2024 (SGC) - We have informed Appalachian Auto Glass that a supplemental payment in the amount of $14.06 has been processed.	Supplement - $14.06	$14.06	SGC Network	Nationwide Insurance	Appalachian Auto Glass	✓	Invoice had the windshield discount incorrectly adjusted during processing. Request supplemental payment of $14.06.
121024-K5F	11/27/2024	---	12/10/2024 (IGA) - After reviewing the narrative, it appears this job was taken from Glass Express, Inc. by means of possible deception. By means of the dispatch and no subsequent cancellation, they have every right to believe this job has been interfered with. We respectfully as that an investigation is opened in this matter. (dispatch attached) 12/12/2024 (SGC) - We will have the calls pulled on this referral to review. We looked at the diary notes of the work order and do see where the Insured called to update the vehicle information, but I do not see anywhere that the provider was changed from Glass Express to Safelite AutoGlass. I also confirmed Glass Express is still listed as the service provider. I’ll let you know when I receive the call information.	Steering		SGC Network	Progressive	Glass Express Inc.		We initially received a referral for a 2018 Chevrolet Silverado at 3:37PM on 11/26/24. We left a message for the customer. The customer realized the wrong vehicle was on the claim and called the insurance company to change it to the correct vehicle and we received the claim at 10:32am 11/26/24. Upon speaking with the customer he informed us that SGC booked him an appointment with safelite. We did not receive a cancelation and believe the customer has been deceived and that safelite is actively stealing a claim that has Glass Express on it as it's shop of choice. As we were not on the phone call with the customer we do not know what was said to him. He was under the impression that he was on the phone with progressive. 12/12/2024 (IGA) - At this point, it does not appear that your shop was removed and this is why you never got a cancellation. To be clear, are you saying that the insured has received the replacement service from Safelite Auto Glass and it was booked on the same call where the vehicle changed occurred?
111924-JTR	11/19/2024	---	11/19/2024 (IGA) - NO EMAIL TO SEND - SHOP ISSUE 102	Short-Payment - $400.00		SGC Network	Farmers Insurance	A Clear Solution Auto Glass		11/20/2024 (SHOP) - Good Morning Gary, The aftermarket part they wanted me to use was DW 2418 GTY this is a NON logo part, However the list was $820.94 and the part we used that had the logo was DW02354GTY with logo list was $795.28 The customer wanted the LOGO. There is no aftermarket part that I could see that had a LOGO. All are non logo. Customer did not care about the part. Just wanted the logo back in it. I could have just used that part they had listed. I might just change it and be done. The part I used was a Carlite, however I did not get it at the dealer. I understand that it is the OEM but the part was cheaper. Then the DW 2418. I appreciate your replying to this. 11/19/2024 (IGA) - Before we open the investigation, we have a few questions: 1. Did you request OEM for the insured? 2. Did the customer not want the Carelite aftermarket that has the FORD logo? 11/19/2024 (SHOP) - customer vehicle is a 2016 Ford F150 wanted the same windshield with logo. sgc. wants after market.

About Us

Contact Info

Email

Phone

Address

Follow Us