warranty provides the custom-
er with assurance that the work- what’s the best route for a shop company’s website.
manship in an automotive glass owner to take? AGRR™ surveys “Damage not involving defec-
replacement is done well, and, and if the warranty landscape to help you tive workmanship or materials
it’s not, it will be corrected. avoid issues that might lead to dis- is expressly excluded from cov-
With so many options out there, days of discovery, according to the
A warranty is a guarantee and satisﬁed customers.
promise by a company that it will
erage,” says the website. “In no
event shall the manufacturer or
vendor be liable for incidental or
correct any deﬁciencies in work- Who Offers Warranties?
manship, materials, or both, for a
In an informal review of AGRR™ consequential damages.”
certain length of time. Warranties magazine’s Top Automotive Glass
makes good business sense and can Retailers, 72 percent marketed What about TPAs and Insurers?
help give customers piece of mind.
In the automotive glass world, ty of coverage on their website.
this means that if a water leak or
some form of guarantee or warran-
Though third-party automotive
glass claims administrators (TPAs)
Tennessee-based Jack Morris may promote national warranties
air leak occurs, the customer can Auto Glass offers a nationwide con- as a way of shepherding business
return to the AGRR company and tract and guarantees its automotive toward in-network companies,
have the issue corrected.
A written warranty generally cov- and faulty workmanship for as long them, Lloyd says. And AGRR shop
ers materials and/or workmanship as a customer owns the vehicle. owners who sign network participa-
for a certain period of time. Auto Glass Fitters’ warranty, mean- tion agreements such as Safelite’s,
glass replacement against defects AGRR companies actually issue
Some warranties, however, have while, covers manufacturer defects agree to take responsibility for any
exclusions. For example, if rust is in the glass or any leaking or other corrective work needed, the cost
evident prior to the installation, defect related to the installation of associated with it, as well as the
the company may not guarantee stationary glass parts. The compa- liability for any issues that could
ny says it will repair the defect or occur for negligent work. This is
The length can also vary. Some are replace and reinstall the stationary according to a copy of a 2011 Safe-
even considered “lifetime.”
glass part at no cost to the customer. lite Solutions network participation
The section in a warranty about
Many companies do not cover agreement obtained by AGRR™
workmanship states that the tech- any leakage or stress cracks caused magazine/glassBYTEs.com™. Safe-
nician installed the glass properly, by pre-existing rust, structural lite Solutions is the glass claims ad-
using the proper techniques and damage or other damage caused ministrator for many insurers.
tools. If the warranty covers mate- by vandalism, nor do they cover
rials, then the AGRR company has impact with foreign objects.
If the glass shop doesn’t rectify
an issue, then Safelite AutoGlass or
agreed to replace it for a customer
How do local and regional com- a shop on its network will step in
at no or reduced charge if the glass panies handle warranties outside and do the work and Safelite Solu-
is defective within a speciﬁed peri- their service area? If the customer tions can recoup the funds, accord-
od of time.
If a company offers to replace a workmanship issue arises, the
leaves the shop’s service area and ing to the TPA agreement.
When the TPA and/or the insur-
the glass no matter why or when it glass company will usually subcon- ance company mentions the nation-
breaks, then the warranty moves tract the remedial work to an AGRR al guarantee to a customer they are
into the realm of insurance.
Chuck Lloyd, an attorney with
Livgard and Lloyd, in Minneapolis, customer moved and we hired a
shop in the new location.
“We had a situation where the contends.
The warranty area of the Safelite
in essence selling insurance, Lloyd
Minn., also refers to such national glass shop in the new area and contract states: “The participant
warranties mentioned by insurers worked out a deal,” says Rick Ro- [the shop] warrants that all repairs
and automotive glass claims admin- sar, president of Rapid Glass in Min- and installations will be free from
istrators during the ﬁrst notice of nesota. “That shop did the work defects in material and workman-
loss as more akin to insurance than and we paid them for it.”
ship for as long as the customer
an actual warranty. However, the instances of such an owns the motor vehicle on which
“The customer is actually buying issue arising are rare, Rosar notes.
the work was performed. Partici-
insurance,” Lloyd says. “When the
Industry giant Safelite AutoGlass pant agrees to resolve all custom-
insurance company says, ‘We will offers a limited warranty. The com- er complaints within 24 hours of
cover this work forever,’ they ar- pany’s warranty covers defects in notice (or any longer period that is
en’t saying the insurance company material or workmanship for as acceptable to the customer) and to
will ﬁx or repair the issue,” he says. long as a customer owns the vehi- perform all work required.”
“What they are saying is ‘we will pay cle. However, the customer must
somebody to ﬁx the issue.’”
alert Safelite to the defect within 30
continued on page 20
July/August 2016 ❘ AGRR ❘ 19