Safelite

I would have left zero stars if that was an option. First, the tech called me four hours before my scheduled time and because I was asleep and didn't answer he decided that he wasn't coming and when I spoke with him he seemed not to care... then I spoke with someone in the local office and she had an "oh well" attitude.
Then I went online and found a corporate number (which is not provided on the website)... the first lady I spoke with put me on hold while I was mid sentence without even telling me... after several minutes another lady got on the line and a proceeded to tell her what was going on and tell her i wanted a refund. But, she expected me to say something nice about the company and because I had nothing nice to say about the company she said she was transferring the call. I ended up canceling it myself and a refund was issued online. Two things i was assured couldn't be done online. There was one bright spot, after this was was done corporate called me. The lady who called was apologetic, courteous, patient and respectful. I actually was very pleased with her and I hope she sees this so she knows. With the exception of her, this was the worst customer service experience in my 53 years. I recommend staying as far away from safelite as you can...

P.s.: if there is a corporate office that needs a very respectful and very professional employee, safelit has and i mean only one

On October 11th 2024, a technician visited my home to perform a scheduled auto windshield chip repair on my 2021 Tahoe. After attempting to repair the chip, the technician told us that the car was too hot and that he knew he shouldn't have attempted the repair which led to a new and approximate 12" crack across the windshield. The technician apologized for the error and told us that his manager would be calling to get the windshield replaced. After waiting three days with no calls from the local Safelite office, I spent an hour on the phone e attempting to get through to schedule an appointment for replacement. I was able to get this done but was shocked to learn that the $0 repair turned in to a $670 replacement due to the technicians admitted mistake in working on the windshield in the direct heat. A garage was available for use but the technician did not use it. Another hour or more was spent speaking to various Safelite customer service agents and "local office" personnel attempting to figure out why I was responsible to cover a windshield that was damaged by the technicians admitted mistake. I spoke to local office manager "Sam" who accepted no responsibility or empathy for this error and told me it was "only $670" through my insurance with a $1000 deductible. The way this has been handled, the lack of accountability, responsibility, and concern for these actions is mind blowing. Safelite has offered no other suggestions other than "paying the cost of the replacement as they are not responsible for any damage caused by no fault of the technician". Multiple attempts to explain the technician admitted responsibility, were met by a manager who didn't care.

I am a telecom engineer and my wife is a realtor our time is limited and valuable. Through my insurance I used Safelite on Rosedale Ave. In Richmond, VA to get my windshield replaced. I was setup with a schedule for someone to come out on Thursday Sept. 5th from 12-5pm and it was a no show. We had to contact them for an explanation. I called Safelite local number several times, and there was no answer. I then called Safelite toll free number and spoke with someone who called the local office and had the same result. They then connected me to the tech assigned and he said the glass was broken and he couldn't do the install. Safelite never contacted me about this issue and I didn't hear from them for 2 days. They claim that they were short staffed, how ever this is not my problem. I then reschedule for Wednesday Sept. 11th between 12-5pm. Again they were a no show and no one called to give us a status or explanation. My wife called and spoke with the manager Brandi and reschedule for a tech to come out today Sept. 13th between 12-5pm. No one showed up or called again today. This is unacceptable and unprofessional for any business. We been stood up three times by your technicians. I even called twice today to get a status. Your Safelite representative wasn't able contact the manager Brandi or the technician Alton. The customer service was the worst I have ever experience. They operated like a mom and pop business instead of a national recognize company. There was no consideration for the customer and this was the 3rd strike.

I scheduled a replacement of my windshield for a 2019 Jeep. I received a phone call at 8 am confirming he would be there and where I was located, I explained I had a light bar on the Jeep he said not a problem. When he arrived he called me saying he could take my light bar off to do the replacement but not put it back on. Mind you I am at work, I cannot drive with my light bar hanging. He said the light and all of the brackets need to come off before he can do the window. I cancelled and got a refund. Not like no other Jeep has a light bar and Jeep windshields are replaced all of the time. If you have a light bar DO NOT USE THEM!

I want to take this time to thank Jack the assistant manager and the store manager at safelite auto glass 2001 Rt 70 W Cherry Hill, NJ ******* for their fast response to correct the issue. When credit is due is due again thank you!

Less than two months ago, the last safelite installer did not install the windshield correctly. Part of the rubber frame surrounding the windhsield was folded under the glass Dash there could've been nobody else except the installer who did that. A single line crack formed from the side frame of the glass heading towards the bottom of the windshield. There was no impact point, and I read through their warranty word by word and this was the classic textbook example of wrong installation.

The tutor Safelite technicians who came out to replace the windshield once again said there was an impact point I took photos and if there was one you would have to see it under a microscope. Plus they're would have been more than one single crack in the glass and it would not have started from the under the rubber lining where it was literally impossible for an impact to occur.

I called up safelite customer care and they said that they have to go with whatever the technician say, and then they called up there supervisor and he said that he would back up whatever the technicians said. They were not willing to look at the photographs that I took that would have proven that it was under warranty.

Why even offer a warranty if it's a complete scam? I will never work with Safelite again.

We used Safelite because it was cheaper for the insurance company. I called many times and never spoke to the same person twice. They had the VIN and twice got the wrong windshield. Each time I checked the price, I got a different answer. I probably spent a couple of hours trying to schedule and resolve the payment. I didn't talk to anyone who sounded like they knew what was going on.

I will never use them again! What a waste of time and stress.

We complained of damage to the rear left fender of our RV after they replaced the windshield. In response, they sent a picture to prove it wasn't damaged when they took the picture in their service bay. The RV had been nowhere else! It was driven directly home and parked on its pad. They moved the RV out of the service bay and backed it into a parking space outside and did not take the picture after they parked it. A week later when preparing for a trip, we found the damage. When my husband took it back to show them the damage, as requested, the clerk said, "Oh yeah, the Altima". We were able to confirm that "yes" they did damage an Altima, but they refuse to accept responsibility for the damage they did to our Siesta. They suggested we claim the damage on our insurance and offered to talk to our insurance company? IF YOU WANT TO USE THEM - - HAVE THEM COME TO YOU OR STAY AND WATCH.

Safelite, Frisco, CO. Great! Why? We could select day and time of our choice online and we did. Chris gave us amazing customer service. We did not have to repeat information that we had already inputed in their questionnaire. He was ready with clipboard and our paperwork in hand and we were greeted by Chris and gave over the keys to him in less than 5 minutes of arriving. The insurance and Jeep windshield stock we needed were taken care of based on a form we had already filled out online from the comfort of home prior to coming down. We walked to a nearby Starbucks and hung out and less than two hours later our new windshield was expertly installed and we picked up our vehicle. We received text notifications filled with reminders, options and a final one letting us know our vehicle was ready. Chris even took time to call and let us know it was ready to go as well. To sum it up Chris of Safelite was polite, professional, efficient, skilled and got the job done well and in exceptional time. Thank You

I used them for a side window repair last year and side window & windshield this year. The installed faulty windshield and the new crack is moving across my windshield very quickly - this should be warranty. When I asked if they could try to squeeze me in because it was their issue they said no and hung up on me. When I went last year they were ok. Now they are awful. I would not go there I am going to find somewhere else, I think you should too. :)

The very worst of the worst. Never, ever use Safelite. It has been almost 7 weeks and still no resolve on the molding for the windshield. I have factual proof of lies from so many different people. Terry a store manager, Angela through the BBB, and some technicians all included.
All canceled because they didn't have the part!
See you tomorrow!
Your technician will arrive on Saturday, Apr 30,2022 between 1:00 PM – 6:00 PM

Your technician will arrive on Monday, May 16,2022 between 1:00 PM – 6:00 PM

Your technician will arrive on Friday, May 20,2022 between 8:00 AM – 5:00 PM

Your safety is our top priority, so it's important you know who your tech is and when they'll arrive. Your tech Quentin will arrive today, Thursday, May 26,2022 between 8:00 AM and 1:00 PM

June 3rd Expect your tech, Stephen!
Your safety is our top priority, so it's important you know who your tech is and when they'll arrive. Your tech Stephen will arrive today between 8:00 AM and 1:00 PM

June 10th, Expect your tech, Denerrio!
Your safety is our top priority, so it's important you know who your tech is and when they'll arrive. Your tech Denerrio will arrive today between 1:00 PM and 6:00 PM

I blame myself for letting USAA push me into using SafeLite for the crack in my windshield. I told USAA I have what the BMW dealer calls, "a classic car in mint condition", a 2006 BMW V12. I told USAA these cars are very complicated but they kept transferring me to SafeLite when I called to report the damage. Well, first you have a 'Cable Guy' appointment with SafeLite: they come between 8-5 so you wait all day. I arranged to work from home. SafeLite called to let me know all of the parts for my windshield didn't arrive so they cancelled that appointment, a day lost. Next week the Tech came to my house, a very nice and eager fellow. I wanted to watch him work but didn't want to appear to be looking over his shoulder so I went in the house. About a half-hour later he knocked on the door and said he wanted to show me why he was stopping work: he had the whole windshield wiper assembly removed and said he couldn't get a spacer off and that BMW would have to do the work. Another day lost. As he left, by the way, he charged my credit card my $200 dollar deductible even though the work was incomplete. Mistake number 2, following SafeLite's guidance to have my credit card on record.

So now I need to make an appointment with BMW and they way that worked is that I took the car there, left it overnight and in the morning the BMW Tech took the wipers off, the SafeLite Tech put the windshield in, and the BMW Tech put the wipers back on. However, the technician etched the paint on the hood and left front fender with solvent, ruining it, and broke the passenger-side wiper assembly to the tune of $600. The paint work is scheduled for August 1st, 2022 and will be over $1,000. USAA said they use SafeLite because the BMW dealerships cost too much. Not really.

Then the actual nightmare began. When I called USAA they sent me to SafeLite Warranty and they could have cared less. I was told to upload the BMW repair estimate and I was promised, actually promised, I would get a call the next day and I would be "taken care of": I uploaded the estimate and waited all day the next day, Tuesday, for a call back. About 4:30 pm I called and was told they hadn't looked at any uploads and didn't know that status of my claim, but that before they could honor the claim they said they would have to send an adjuster and they would send one right away: that was three weeks ago. Whenever I call to ask how the warranty claim is going whoever picks up the phone knows nothing about it the current status but said they would look into it and call me back. To date not one person has ever called me back.

So, I called USAA and reported the damage as a separate comprehensive claim, another $200 deductible but I can't drive my car without working wipers and SafeLite has done nothing to date. Zero. Not even a callback. I doubt they've ever paid a warranty claim.

I've had the wipers repaired and it came to almost $700 once it was all done and as I've said, painting to be done in August. Right now my beautiful car has solvent streaks across the hood and down the fender but that will be repainted then.

Never, ever, ever, let SafeLite replace your windshield if you have a car you care about, and never, ever, ever, let USAA talk you into using anyone other than the installer of your choice. If USAA had done what I had asked I would have made one trip to the BMW dealership and been done. Oh, and by the way, if BMW had installed the windshield, it turns out, it would have only cost $100 more than SafeLite, and now USAA has to pay way more than that.

Like I say, I am disappointed in myself for letting myself be talked into something so inherently against my better judgement, you would think I would know better by now.

Only one time out of five did they do a good job. The other 4 were disappointing. Seems they are incompetent and only interested if they can charge a large bill to insurance. I could go on but why bother. I will never use them again.

On December 20,2021, I brought my vehicle to my local Safelite Autoglass (Columbia, MO) for a warranty repair on a windshield they previously replaced in November, 2019. Safelite advertises a "Nationwide LIfetime Warranty" which sounds fantastic, however, that's where their service ends. The windshield I purchased from Safelite developed a stress crack that began on the edge of the driver's side, and progressed toward the passenger side. There was no impact, or evidence of such. In fact, glass impacts caused by projectiles leave very, very clear evidence in the form of: concentric fracturing (spiderwebbing) and compressed glass. Think of *any* bullet hole in glass, or *any* time a rock cracks a window or windshield. It was painfully obvious the windshield simply developed a crack due low quality manufacturing, poor installation, or possibly both. Upon scheduling the warranty repair and taking my vehicle in on the Dec. 20th, the technician commented "Oh, this is a warranty repair. Let me look at the crack." Sure, no problem. The technician looked at the crack, felt it with his hand several times, looked at it from several angles, then removed a pen from his pocket, and traced it along the length of the crack, back and forth, until he stated he could "feel something" that indicated an object struck the windshield, causing the crack and voiding the warranty. Whatever the technician "felt" could not be observed by the naked eye. I told the technician I couldn't see what he was referring to, and he stated it was extremely faint, and "wouldn't take much" to crack one of their windshields. I've spent at least three weeks going back and forth with Safelite and the Better Business Bureau, to no avail. After contacting the BBB, a customer service agent contacted me, promised I would receive additional calls from regional management to conduct a second inspection, etc... Of course, none of that happened, and after reaching out to the BBB again, I was told by Safelite a second inspection was not necessary, as their technician "clearly" found an impact point, though they refused to reveal what evidence suggested such. I strongly feel Safelite advertises a false warranty, and upon reading other complaints and reviews, it is clear they regularly use similar "mystery" impacts to deny many other customers, as well. I deeply regret conducting any business with Safelite, and will continue to share my experience with others given any opportunity to do so.

Horrible, they damaged my camera system recalibrating. Now Nissan has to charge me $400 to fix my car.

Wow, this was the most difficult windshield replacement ever. My first appointment was cancelled because the first technician "Alex" forgot the windshield molding and rescheduled for the next day. The second technician "Angel" discovered rust damage (thank you for letting me know so it can be repaired) but was a complete jerk about the process. The third technician "Tavarish" was angry and passive aggressive the whole time. He was rude and left my car with sealant all over the passengers side of the car as well as didn't install the rear view mirror. Also he didn't fully install the molding correctly the sealant is exposed. The best part is I have all three of these incidents save on my security cameras so I will share them with corporate. This was epicly terrible service!

I assume this would be more appropriate to discuss the location (San Antonio) servicing my account. My insurance company has a contract with Safelite, in the future will request another company. Manager at this location has little if no people skills. Ordered and installed wrong windshield now for the third time and still do not have problem fixed. This started with the first installation which was the wrong windshield. Probably would have never known except rear view mirror started falling off. 1st phone call to this business told me I had to bring it in. Had to call my insurance company and they made them come out. Next rep replaced the rear view mirror and it lasted about 12 hours before it fell off. Waited now about two weeks and new rep came out. Young man was honest enough to show me the original was the wrong windshield. He left and called me back and they now had to order. Set an appointment for today May 25. Received call around 9:00 day of appt, and the same (wrong) windshield came in. Now they have to order one from the manufacturer. It will be another week now. I am attempting to decide if it is a comedy of errors or this is a ship without a head. Something is missing since they ordered the wrong windshield 3 times. Person doing the ordering called to tell me manufacturer had to order the windshield and she would set an appointment for Tuesday next in the afternoon. I asked if their appointment for the morning had waited as long as I had, and she was noncommittal. If this is good customer service then one does not go any further. This stinks and they are less than accommodating, and in my position deserve less business than they are getting. Maybe if enough people will use sitejabber and explain situations things would be different.

This location is the most unprofessional, inconsistent, poor a... excuse for company I have ever dealt with. I initially had an appointment a week ago, guy came out and had the wrong size windshield. Stated to my daughter that he was leaving to get another and he will be back, he never came back nor did he have the audacity to call. I had to call my insurance company who use this horrible location to find out what was going on. It was explained to the representative of my insurance company that an order was place for the correct windshield and I had to schedule another appointment, this was Saturday and my appointment was Wednesday. No one had the common courtesy to relay that message to my daughter or give me a call during this time.
Today was my appointment and my windshield was replaced along with a scratch on my car that I did not order and the installer by the name of Patrick claims that he didn't do it. But it wasn't there prior to him installing the windshield. I have file a complaint with my insurance company USAA and I am going to lobby, petition, rally and whatever else it takes to make sure they do not continue doing business with these people again. The only reason why they have a one star is because its a default. I can not post this complaint with zero which is the value of service I received from them today... after reading this, if anyone should use this service, don't let Patrick touch your car. REFUSE SERVICE. If I ever have to have my windshield replaced again, I will go and pay for it myself with a more replicable company have my windshield replaced. A company with professionalism, excellent customer service, and treat my property as if it was their own. And be reimbursed from my insurance company. So for the record, which I just found out myself, you can pay to have your windshield replaced and your insurance company will reimburse you. Therefore you can take your car anywhere you want to. You do not have to use the company your insurance company uses.