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What Consumers Don't Know About Auto Glass Replacement
Could Cost Them Their Lives
A challenge to the auto glass industry to raise safety standards.
By Ed Beatrice
Most families are very concerned about automobile safety, and they
typically protect themselves through the use of seatbelts, car seats,
anti-lock brakes, and air bags. The advantages of these devices are
widely publicized. But what about another safety feature that is of
equal importance: properly installed windshields? Unfortunately, recent
research indicates that 80 percent of those consumers who were surveyed
had no knowledge about proper installation-and no idea that their lives
are endangered if the job isn't done right.
The fact is, a properly installed windshield has three life-saving features
in the event of an accident: It acts as a backboard for the deployment
of air bags; it can keep passengers inside the vehicle in the event
of an accident; and it prevents the roof from caving in during a rollover.
Fortunately, informed consumers can reduce the number of life-threatening
auto injuries. To provide public information, we at Executive Auto Glass
have teamed up with the Safe Kids Coalition and have launched a safety
campaign that involves the auto glass industry, auto dealers, insurance
companies, business fleet managers, and consumers. As industry leaders,
we all are in a strong position to perform a public service and help
consumers protect their interests.
In general, we encourage drivers to make an educated choice in selecting
an auto glass replacement company, to insist on the highest-quality
products, and to expect highly trained technicians. The specific "tips"
we share include the following:
Five Steps to Safety
1. Choose the right auto glass replacement company.
It is the legal right of consumers to select the auto glass replacement
shop of their choice. If customers call an insurance company or car
dealer for a referral, they should be directed to a reputable independent
auto glass company that is reasonably near them. They should be wary
of any rebates they may be offered. And if customers call a replacement
company directly, they should make sure it meets the safety criteria
listed below.
2. Insist on the right products.
As drivers are most likely covered by comprehensive insurance, they
don't need to put a price tag on safety. Accordingly, we believe they
should demand that the replacement company use products that meet Federal
Motor Vehicle Safety Standards (FMVSS-these are established for new
car sales, but unfortunately, they are not enforced for aftermarket
replacement). In particular, consumers should specify that they want
original factory windshields and the highest-quality sealants and primers.
These products cost auto glass shops more than standard brands (For
example, the gun used to apply the most advanced adhesive costs about
10 times more than the standard gun.), but they are worth it because
they protect the structural integrity of the car. Put another way, how
damaging are lawsuits, more of which are now being filed by injured
motorists? Moreover, what is the value of a human life?
3. Insist on the right people.
Even with the right products, the human element is critical. After all,
auto glass installation is serious business, and installers-who don't
have to be licensed-must perform complicated manual operations (at auto
factories, these functions are automated). Further, they must know the
specs and the required techniques for hundreds of models of cars. Accordingly,
consumers should determine that the technicians assigned to their cars
are indeed industry-certified and highly professional. For example,
they should never install glass on corroded metal, they should know
when two coats of primer are needed, and they should practice safe procedures
such as always wearing nitrate gloves.
4. Ask about safe drive-away time.
Due to ignorance or questionable ethics, too many technicians release
cars with newly installed windshields before the glass has properly
cured. If this happens, the glass may never cure correctly, and the
safety of drivers will be further jeopardized. Under the right circumstances-when
the highest-quality sealants are applied at the acceptable temperature
and humidity-the safe drive-away time may be as short as one hour (optimal
conditions are 80° and 80 percent humidity). But when these variables
change, it may be necessary to perform the installation in a controlled
environment (i.e., a heated garage). Otherwise, it might require up
to two days before the vehicle is safe to drive again. If that's the
case, consumers, many of whom have an "I-want-it-now" mentality, should
choose quality over convenience.
5. Ask about the warranty.
At a minimum, customers should expect a written warranty that covers
the work done on their car for at least a year. But what about an assurance
of original factory glass and sealants, as well as industry-certified
technicians? Can they get that in writing?
In the final analysis, windshield replacement is a very sophisticated
business, and because the industry isn't government-regulated, it's
that much more important that consumers do their homework and select
a company they can trust.
As industry leaders, we can serve as responsible corporate citizens
and help inform consumers about what is at stake. Armed with this information,
the public will be better equipped to make wise choices.
So let's give auto glass replacement the attention it deserves. Because,
after all, there is no replacement for our families.
Ed Beatrice is president of Executive Auto Glass, Stoneham, MA. Founded
in 1988, the company is now one of the largest independent auto glass
replacement companies in the Boston area. Beatrice is also a member
of the National Glass Association's (NGA) Auto Glass Committee.
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