Icon Auto Glass — Attraction in North Salt Lake

I am honestly blown away this place is still in business! I wish I’d never met them honestly but here we are. I called my insurance company to get a windshield replacement, they said they work with two company’s Icon Glass (who would pay my deductible) or Safelite and I’d pay my $100 deductible. I choose Icon (regrettably!). First, they have me a scheduled time 3-5pm. I make sure I’m home and wait around- they don’t show up. I finally get a call saying it’s going to be later… I wait around. They don’t show and call late and say it’s going to be first thing tomorrow at 7am- I get up early and wait around…. They show up until wayy later, past noon. I gets worse… they then Replace the windshield and say I’m good to go. When I get in my car to drive ALL of my safety features are broken (adaptive cruise control, lane keep assist and my automatic sensored windshield wipers). I call the next day and they say they’ll send him back out to fix it. Here’s where it goes even worse. He finally shows up again, they spend a couple hours trying to fix it. Going on test drive after test drive in my car. Only to tell me “ITS STILL BROEKN BUT IT WAS BROKEN BEFORE THEY TOUCHED IT!” They didn’t know what to do so they lied! I asked to talk to his manager who also stuck to the same story. I called the owner who was extremely apologetic and told me they ran tests before touching it and it said it all worked perfectly before they touched it and they were lying and she’d make it right. The lying employee then had to come back a 3rd time to pick up my car (very upset at me for calling him out and probably getting him in trouble) his picks up my car and doesn’t tell me anything. It’s gone ALL day. I try getting an update multiple times to which the office lady tells me it should already be back. I’m legitimately panicking the employee was mad and stole my car. If finally shows back up at 8pm with the full tank of gas gone. But it gets worse….. still the windshield wipe sensors broken but at least the safety features fixed. I obviously don’t call them again, I went to safelite who fixed it for free in 3 minutes and was blown away they did it so wrong. STAY AWAY, dishonest, rude, and have no idea what they are doing. I’ve never had such a horrible experience. They must only be in business still because of contracts...

We started using Icon glass on 11-30-2020. in that amount of time we have spent $10369.19 for repairs and replacement windshield's. In the beginning there were very proficient and professional. We have had a few issues that have been resolved with the utmost professionalism. in the last 45 ish days that has turned for the worst. We have an issue that doesn't seem to penetrate past the there persons at the customer service level. We have requested from the persons in customer service to speak to the manager several time. We get the same response of them saying they will get the information to them and call us back. I myself have called 3 times and my truck manager has called 7 times speaking to 4 different customer service reps. today I spoke to Stephanie and explained that we are still attempting to get in touch with a manager to speak to about our account. as I explained she informed me she had attempted to call last week and got our phone tree and couldn't remember who she needed to talk to so she hung up. I explained our concern and requested to speak to a manager again she informed me that she was the customer service manager, I requested to speak to someone above her and she informed me the acting CEO would not take my call and she had spoken to him about our account . Stephanie had told me that the price we was charged was the price and there was nothing more they was going to do about it. At that point I requested to speak to the owner and was shut down again. I would start to talk and Stephanie would start talking over me and not listen to what I was attempting to communicate. As i hung up I realized that customer service is no longer a part of what ICON Glass is about. The money over weighs the partnership!

6 days later with no call or contact from the owner or Manager....

WOW! Where do I even begin?.. This is the worst experience I have ever had as a customer anywhere. I am honestly shocked by how this business operates. I thought I was being pranked in the beginning that is how unbelievable my experience was. First, I waited 2+ hours for a windshield replacement! While I waited they had me sit inside their store with all the lights off so it was completely dark and with no other staff around. Finally after waiting for about an hour and a half I decided to call the office number to figure out why it was taking so long just to be told they didn't have the glue to glue my windshield back in! First impressions to me are everything and this was such a poor experience which I told the owner Leslie about on the phone once my service was completed. She made is seem like she was so sorry and like she cared and that she told me that they would do "training" on this to make sure nothing like this ever happened again and that "that's not how they operate their business." She also told me I could come back for a free rock chip repair. So, a week after my replacement I had another appointment scheduled for a rock chip repair and I was ready and willing to give them a second chance just to be met with the same problem all over again this time there entire building was closed and locked so, I called there office again and was told that there technician had to leave and that he wouldn't be back at all that day. Seriously!!! They should have called me to cancel my appointment but instead they chose to waste more of my time. This is hands down the worst experience I have ever had. Don't let the owner fool you, they really don't care about your time or...