Question isn’t whether windshield is flawed, but whether there’s flaw in system

Oh, the stories I've heard since we ran my column on repairing glass chips in windshields last Monday; the anger, even fury, people felt over high-pressure sales techniques. Readers contradicted Tony Bucca, owner of All American Auto Glass, who insisted his employees working at area carwashes don't give people the hard sell.

But another concern surfaced. Readers warned that their insurance rates had gone up after they had used some of the glass repair services operating at local carwashes. The "free" repair, where their insurance was billed for the repairs and they paid nothing out of pocket, had costly ramifications. The repairs went on their records as insurance claims and, combined with other claims, caused their rates to go up. Something to think about.

Nancy Harkess wrote that she had her windshield repaired. "A week later I returned to the same carwash, and they tried to sell it to me again -- either they had never done anything or nothing needed to be done in the first place. And, when I tried to change insurance policies I discovered that the 'free' repair counts as a claim. You are allowed a minimum number of claims (three to four, depending on the insurance company) before your rates increase and/or other companies will not insure you. So ... beware of 'free' opportunities. They can be very expensive."

Some readers said they stopped going to carwashes where they got the hard sell. A few complained their windshield cracked shortly after repairs were made and the glass company wouldn't take responsibility.

Seventeen readers thought the chip repair operations are scams, while four said they were pleased with the work done at the Green Valley Hand Car Wash in Henderson mentioned last week. One reader regretted not fixing a nearly invisible chip when her windshield cracked during a carwash.

It's true. Windshields do crack. And carwashes aren't legally responsible if they crack during a carwash.

AAA Nevada spokesman Michael Geezer said AAA has just started selling safety glass coverage because they would rather repair a chip than replace the windshield when a crack develops. Both Allstate and AAA are among the companies that waive the deductible for chip repairs.

Consumer tip: Call your insurance agent and check the potential ramifications first before getting your windshield repaired. Ask specifically if it counts as a claim and may affect your insurance rates.

Jim Valkenburg, vice president of Sage Insurance Services, said by calling the insurance company first and going to an auto glass repair shop they recommend, everyone saves in the long run and the company knows the job really needed to be done. Also, the repair costs may be lower than charges consumers might get on their own. "When the company saves money on claims, that savings really does trickle down to the general public."

Still, that takes time and effort. Glass repairs at the carwashes don't.

But are all the repairs necessary?

Valkenburg was approached two weeks ago at the Oasis Car Wash at Flamingo and Pecos roads and told if he didn't get the windshield chips repaired while they were small, the entire windshield could crack. He knew better. There were rough spots. "But they weren't cracks and they didn't need repair. In fact, I was told by the experts that there wasn't really enough of a 'chip' to actually apply the compound that would fix typical windshield cracks."

But not everyone is that savvy. College student Kristy Totten still steams over her "horrible experience" a few years ago at a Fabulous Freddy's when at 19 she brought her new car in for a wash and the chip repairman started working on her windshield without her approval. She felt obligated to pay, so she went inside and stood in line waiting to do the insurance paperwork.

After 15 minutes, she walked out without paying the $20 repair bill. (The glass repair company has turned her over to a collection agency, claiming she now owes $80.) She's refusing to pay, partly because of her anger that the same glass company took advantage of her mentally challenged aunt. "I wonder why carwashes host these kinds of places," Totten said.

The sums may not be large, but nobody likes to think they've been suckered through scare tactics.

Oh right. This is America where "let the buyer beware" is the cover for any and all questionable business practices, whether it's a chipped windshield repair ... or a mortgage loan.

Jane Ann Morrison's column appears Monday, Thursday and Saturday. E-mail her at Jane@reviewjournal.com or call 383-0275.