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I-Team: Customers Accuse Glass Shop Of Holding Cars Hostage

GRAFTON (CBS) - From Worcester Road, Statewide Glass in Grafton is just another business. But more than any other shop in town it keeps local police busy.

A look at police logs shows dozens of customers have called about Statewide Glass over the past decade. Many of them have a similar set of complaints.

"It's definitely a scam where he gives you one quote and one set of expectations knowing it's not going to line up that way," says Larry Loughan.

He is one of the customers who have sought law enforcement's help in getting their car back from Statewide Glass and its owner Bill Broadbent.

The customers say Broadbent quotes them one price, but then claims additional work is necessary and charges them hundreds of dollars more, demanding cash only for payment.

If they decide not to do the work or they don't have the additional cash right away, they are hit with storage fees of $85 per day.

Loughan says he got a bill for $900, four times his initial quote. He paid the money, but when he tried to pick his car up, he couldn't get in touch with Broadbent.

"Five o'clock at night I still hadn't heard from Mr. Broadbent. I went to file a stolen vehicle report because I couldn't get to the truck," he told the I-Team.

D.J. Fleming reports a similar experience. But he wound up with more than $500 in storage fees while he waited for his insurer to cut a check.

"We called the insurance company. Turned out they've dealt with Statewide Glass many times on situations like this and basically they are holding our vehicle hostage until we could come up with the money," Fleming said.

The I-Team found the list of complaints goes on and on. Police say they are powerless because Broadbent isn't technically breaking the law.

Statewide Glass
Sign inside Statewide Glass in Grafton. (WBZ-TV)

Customers though, say his contract is confusing or claim the charges were changed after they signed.

"Give me the money. I'll give you the car. The car stays here until you give me the money," Broadbent responded.

Broadbent was unapologetic when he spoke to the I-Team. He showed us his policies are posted right on the wall. He doesn't bill insurance and doesn't take checks or credit cards.

Broadbent says his prices change from the initial quote because he refuses to do unsafe work.

"Why do you think so many dozens of people tell the same story? They say you stole their money. You gave them false estimates and then you wouldn't give them their car back?" the I-Team's Lauren Leamanczyk asked Broadbent. "Because they're lying to you, princess," replied Broadbent.

When it comes to the police calls he insists he has no idea why dozens of angry customers felt compelled to bring law enforcement just to get their cars back.

"Every single one of those people should have been charged with a 911 improper call," he says.

His customers often wind up paying the huge storage fees and higher estimates to end the trouble. They say if police and legal authorities can't do anything about Statewide, they hope at least to get the word out to others.

"I don't understand how he can conduct business in a town for so long and do this to so many people and nothing can ever be done about it," said Loughan.

Send tips for the I-Team to iteam@cbsboston.com or call 617-779 TIPS

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