Consumer Protection board to draft advisory on windshield calibration after licensing complaints

The Consumer Protection Department board reviewed an auto glass complaint that raised questions about credentialing and discussed steps to reduce safety risks tied to windshield calibration. Acting Chair opened the discussion and Janita, a department staff member, summarized a complaint alleging a person or business was performing windshield work without the correct credential.

Janita said inspectors visited the location multiple times and "found no on-site windshield installation; advertising and the website support that the operator did not perform glass repair or replacement." She explained the complaint records showed both an AG2 credential and an AG1 application because the complaint center sometimes records the number without checking whether it is pending, lapsed or active.

Board members pressed staff on which credentials are required. An unidentified staff member said credential holders with an AG2 "would need an AG1" to perform windshield work directly and that AG2 holders may only engage in that work while employed by a property-licensed contractor. The board emphasized there are no exemptions for auto glass work at body shops or dealerships.

The meeting moved to whether the department should require licensees to inform customers when calibration of vehicle driver-assist systems is needed after windshield replacement. John (board member) described the industry's prescan/postscan procedure and raised safety concerns, saying that when calibrations are not performed properly "it could be off significantly" and that, according to a national seminar he cited, miscalibration has in some cases resulted in systems "pulling passengers into oncoming traffic." Board members noted that insurers and third-party administrators often require calibration documentation for payment and that failing to provide such documentation can lead to double billing or consumers remaining uncalibrated.

To address the concern without immediately changing regulations, staff proposed preparing an advisory letter to credential holders explaining calibration responsibilities and recommended documentation; an unidentified staff member offered to draft the letter and "forward it over to the AG's office as the board's legal representation just to review it." The Acting Chair and members agreed to circulate and review the draft before the next meeting and to consider a broadcast email or mailing to credential holders.

The meeting then moved into executive session for a closed discussion and the recording was stopped.