Safelite AutoGlass
Reviews and Complaints

I decided to have a windshield put in my elderly moms car and the day they were coming out 6/19 I left the cash as per the quote with her. They ended up charging her more and selling her windshield wipers and charging her tax twice. I am furious they took advantage of her. She asked for a receipt and he said he only emails his receipts and I have yet to receive it. I am sure he pocketed the extra taxes charged and I want my elderly mom to get her money back for the charges that he ripped her off. The service was put under my phone number [protected] and it was for a 2005 Mazda Tribute. The service address was 1408 Pennell Road, Brodheadsville, PA. 18322. I believe the gentleman's name was Marlo or something like that a bald gentlemen as they sent a picture. I want my receipt for the services and I want the money back for the double taxes and wipers he forced her into getting. I was already asked about the wipers and declined the service. He took advantage of a 86 year old senior and I am furious and want restitution immediately. Thank you.

On 4/16/19 I googled and called the main number for customer service to obtain a quote for my auto window repair for a the small window on the back passenger side of my Infiniti G37x. The customer service representative was a woman, and she asked if I would be going through my insurance company or not for the repair. I specifically mentioned to her that if the costs would be more than my deductible ($500), I will rather go through my insurance instead of direct cash for repair. The representative was able to provide a quote which supposed to have applied a discount due to my auto insurance company, which was quoted as a total of $344.63 to include parts, labor, disposal, sales tax, and the mobile repair fee. The representative mentioned if the aftermarket product is not available or if the price change and goes up, I will be notified in advance by phone or email prior to my appointment date. I agreed, and provided my payment information to reserve the appointment slot for 4/23/19. Today 4/23/19, the technician arrives and I meet him at the front of my house while I'm on my cell on a business call and he asked for the keys and mentioned that he will let me know when the work is done. I gave him the keys and returned back inside the house. Once done with my call, I stayed outside as the last touches of the repair was being completed. Once the work is complete I am told by the technician the price for the repair is $500.43 (Attachment 3). Confused, I pulled up my Safelite AutoGlass Service reminder work order [protected] that I received via email (attachment 1), which reflects the original quote I was provided on 4/16/19. At this point, the technician then calls the store location (Im assuming the one nearest to my residence) and speaks with someone to confirm the price, which was stated that the price was 500.43 because the glass (product) was OM, and that there must have been a disconnect between the customer service department and myself. I also mentioned to the technician and whomever the third party was at the store location via speakerphone, that I was NEVER contacted or notified of any price change or hikes, as I was told when I first made the appointment. The technician himself even suggested that I call customer support to get it straight and mentioned they should be able to reimburse me or credit me back the difference. Being as though the work was already done, I had to pay for the service and work it out separately with the customer support line.

Now, my issue/complaint. As instructed by the technician I called the customer service line and explained the situation to a representative. And explained that I was NEVER contacted by anyone or notified of any price change for the repair, as initially mentioned when I reserved the appointment and provided pre-payment authorization on 4/16/19. After being placed on hold for some time, he returns and explains to me that the technician claimed I was notified of all the details prior to him installing the glass! Completely False, as for not one second while I was on a call did the technician mention anything to me, and even prior to him completing the job and me being done with my call, he did not mention anything to me in regards to the part being OM, if that was the case, I wouldnt be writing this complaint. This situation now becomes an ethical issue, because I should have been notified as mentioned when I first obtained a quote and locked in at that pre-payment price on 4/16/19 without anyone contacting me at all letting me know that there would be a significant increase in price! And to wait until service is complete to then break the news of such payment increase is very unfair, unethical, questionable, and it appears to be an up against the wall tactic to take advantage of me as a customer and customers that may even be on their very last dime and feel pressured into paying a debt that was more than they were expecting and could possibly put some customer's accounts into the negative, which is not a good look for financial and banking institutions! Unexpected repairs are already costly enough, but to then be hit with an unexpected price increase after service has been completed on the very day of the appointment is horrible and unjust. I would like to receive a follow up regarding this matter ASAP, as this is not a good first time experience for me at all and I really expected different. I am requesting a fair refund of the difference that I was charged for with this repair. My contact information is within the attachments. Regards, and I sincerely appreciate your investigation into this matter. Thanks in advance. Mike H.

An employee of yours has been harassing customers during her work hours.
Employee: Elora Gibson

She has an online presence on social media with a fairly large following, this has led to a group of people that sit with her in a Skype call and just mess with your customers and potentially releasing personal information to the additional people sitting on the call that are not affiliated to your business.

I called the location on Monday 1/28/19 to make an appointment for today Wednesday 1/30/19. The appointment was confirmed through a phone call Tuesday afternoon and then again through a text message Tuesday evening. I arrived at the location at 1.40 pm for a 2:00pm appointment. They took my 2015 Dodge Caravan in as soon as I arrived. at 2:10 pm a gentleman came into the waiting room and stated, well your windshield is suppose to be here, I know it was ordered and it shows on our inventory but I've looked all over the garage and I can't find it. Sorry, he then walked away and left the receptionist there to deal with a very uncomfortable situation. The receptionist offered to have an installer come to my home on Friday but I have no place to use to install a windshield. I had to call ahead 2 days to set an appointment, take 3 hours out of my work day, to be told, oh sorry I can't find your windshield. That's unacceptable. It's poor customer service and poor business practice.

On 11/14/2018 I scheduled a windshield replacement service for 11/15/2018 12:00 to 5:00. No one came to fix the glass; I got a call from the technician Mikal that afternoon stating that the glass was scratched and that another one at the shop was ready to be picked up. He was on his way to get it, to install it on 11/15/2018 12:00 to 5:00. I mentioned to Mikal that this vehicle was to be back at the dealership on Tuesday 11/20/2018 at 9:00, he replied that it was going to get done before then. Again he called me on Friday at 12:51 stating that the other glass was damage as well and that a new order was made to be delivered on Saturday 11/16/2018 and to install on 11/19/2018 08:00 to 12:00. On 11/19/2018 I call the technician at 11:10 and no one answered. At 12:14 I called again and spoke with the Technician at this time he said that the new windshield was received but also damage. New glass was ordered in the morning, and that he was on his way to the shop to find out if it had arrived. I expressed my concern about having to wait at home for full scheduled periods with no news and no calls from Safelite; he said that he found out about the glass being damage at 10:00 on 11/19/2018 and the office was supposed to call me. I understand we are dealing with glass, and damage can be done in transit or even at the shop or warehouse, but it is unacceptable that a customer has to wait at Home off work or with personal things unattended and no one shows up. I call Safelite customer service and got a transfer to Safelite Orlando (spoke with Amina, she gave me a hard time to transfer me to the Manager of the store) Finally, she transfers me to C.A. Mary (Kissimmee Store, 604 Osceola Pkwy), she said the manager Gabriel Ortiz is on Vacation and out of the office, stating that if I file a complain it will not affect them because everything falls on the technician. The windshield replacement is a service that to my knowledge, and per C.A Mary, Progressive insurance is paying on my behalf, IT IS NOT A FREE SERVICE! and customers like me, need a company that takes responsibility for their jobs. According to C.A. Mary, Safelite is getting pay for this service. I would not recommend Safelite Auto Glass to anybody. My windshield has not been install, and the experience so far has been worse than bad.

10/12/18 - Windshield was replaced.
10/14/18 - Left windshield gasket fell off
10/15/18 - Took back to Safelite. They removed it and said they will order new parts and it will be a few days.
10/19/18 - Called and spoke to Gayle and she did not have any information for me and said she would have George (parts person) call me the following day.
10/20/18 - Did not receive a call so I called and spoke with George and stated that they have them in stock at the Chicago warehouse and doesn't know why they have not received them yet. He stated that he will call when they come in.
10/24/18 - Called and spoke to Gayle. Gayle then said they haven't came in yet and will let me know. I told Gayle this has been going on since October 14th. She spoke to George and now they are coming from Nissan and don't know when they will arrive. I don't know how it went from a few day, to almost 2 weeks and then they have them in stock at the warehouse to now they need to be ordered from Nissan and don't know when they will arrive. I don't think it is good for the windshield nor the car to have water where there should be a gasket. First I am looking for this to be fixed and would like a refund.

This was my first time and will be my last time dealing with this company. Had my original windshield replaced on 9-25-18 after a rock hit it and cracked it. After picking up my car from the shop, I noticed that there is a substantial difference in the amount of noise coming through at the windshield. This includes wind and road noise, especially from other vehicles coming by me. It also rained the following days and I noticed there was a leak under the dash after driving in the rain. I contacted Safelite about the problems and I requested an OEM windshield be installed in the car to remedy both problems. It has been over 3 weeks and multiple phone calls to their customer care center and nothing has been done. Safelite refuses to warranty their work and products they install. I recommend taking your business elsewhere.

on sept 29 about 10:00 am a tech by the name of Jesus arrived to repair a couple of chips on my 2018 corolla as soon as he arrived he looked at the chips and stated the he wasn't sure if they where gonna be repairable but he was going to try he started on 1 chip and as he set about to do vaccum the glass it started to crack further he stated that this always happens to him and that he was stopping because he didn't want it to spread further but the damage was already done then he proceeded with the second chip seemed to work .
three days later I notice that the chip #1 started to spread further and chip#2 had a crack starting from the initial impact.
I have called safelite to contact a manager for the shop where the techs are at and ive been given the runaround please tell me they call me back in 20minutes I doesn't happed.
please help me this crack is spread diagonally

I have a crack in my windshield and contacted Safelite for a repair. I scheduled my appointment, received email reminders the day before. The morning of my appointment I received a call and email that my appointment had been cancelled and I would have to reschedule?! I called to discuss and was informed that the Tech assigned to my job had called in sick. (These things happen, but how is that my fault?) I scheduled another appointment for 2 days later (the earliest next appointment they had), my appointment was from 8am-noon. I received the reminder email the day before and the Tech info that would be coming to service my vehicle (BETWEEN 8-12) that day. About 10:30am we receive a call that the Tech was over booked and that he won't be able to make it during my scheduled time, but that he would be there as soon as he could... should be between 12:30-1pm. I know this doesn't sound like that big of a deal, but I had made arrangements for my son to be available when the Tech was there to replace this windshield and it caused him to possibly be late to prior arranged functions. I discussed my concern with the Tech who was very understanding and apologetic (the only good thing I can say about this company) and we discussed that if my son had to leave before he arrived or before he was finished, we could leave the vehicle unlocked and he would replace the windshield and lock it when he left. I didn't exactly like this idea, but what else could I do? I need this repaired. SO he called me about 12:45 when he arrived to my location and by this time it had started to sprinkle rain. (I know you can't predict or blame the weather), but I feel like I should've been priority first job on the list for this date, as this was my 2nd attempt to get this repair, and the 1st attempt was cancelled by the company at no fault of mine. The tech proceeded to tell me he had other jobs that he would try to do that were in garages and enclosed (IF you know you'll be working outside and there is chance for rain that day don't you do the outside jobs FIRST WHILE IT'S SUNNY? That way you can do the inside jobs if it's raining?!) All in all this has been a very unnerving experience and I do NOT suggest anyone else use this company. There are so many other glass replacement companies out there you can choose from. Oh and beware, their quoting system changes. I went online today to schedule a 3rd (AT THE STORE) appointment to finally get a repair done and talk with them directly about my disappointment with this company and the original price I was quoted went up $10 AND the promo code they advertise on their website DOESN'T WORK!

Just replaced my 761 miles mazda miata cracked windshield by Safelite glass. Tech replaced my windshield and scratched my brand new car's steering wheel...the technician nailed my steering wheel. Tech also scratched the framing which covers the windshield which is a gloss frame for miata. The plastics were not put back properly and the frame had a gap between the seal and the glass. What kind of a crappy business is this. I then called the customer service and I got blamed as if I have done this. Looking for compensation to get my damage covered properly by a Mazda dealership. The work order of this repair is [protected]

My insurance schedule an appointment on Thursday for repairs to my windshield and upon arrival from the safe light driver he instantly started to give verdict in the detail of my vehicle he then decided upon himself to not install my windshield due to he was in a non concentrated area and he didn't feel he had to do the services do to my neighbors he got scared the driver stated that he did not want to do the service in this neighborhood with these people standing outside not around his vehicle they were in front of their own residence not disturbing him he then stated that he had to contact his boss to see if he is supposed to do the services that my insurance company and I picked for Safelite to come out to repair my windshield he then stated you're not paying for this so there's no reason for me to be here and then he left as he was leaving I got his ID number and a card and the ID number was from the van 14990 if I'm correct I then contacted my insurance company to make a grievance complaint against the driver rudeness and disrespect and also racial profiling I also ask my insurance to file a complaint on my behalf they said they were do that because that was inappropriate behavior and out of character for the workshop that they chose to handle their clients business I am looking for a corporate office manager director CEO to give a contact call to mrs. Gills at [protected] please leave a message if no one answer with a detailed message and number and I'll get back with you at my earliest convenience but I do need a corporate office to give me a contact call so I can make my complaint verbally over the phone thank you.

Claim was filed on Wed. Safelight called to verify, text received for repair The from 8-5 (too wide a window).
Tech called at 9:30am and said he would arrive at 1:30. He started repair at 1:30 and at 2:30 was on the phone with his manager saying he could not make the repairs. At 3:30 he informed me he was giving up. I asked him to call the office on when I could be expect the repairs.
He made several attempts and couldn't get an answer. He called and said another tech would try around 5:00. At 5:30 I called and he said it wasn't going to happen and since his manager had left for the weekend he could give me an answer.
My first contact with a rep she said I could drive to Woodstock GA, 2 hours and they might work me in.
I contacted customer service in Phoenix and he could not contact shop and the would call early Fri.
After no call I contacted Safelite again, the rep called the shop and they we're checking to see if they could work me in.
During the call I received a text informing me the appointment was next Tuesday, 6 days after the claim.
Safelite has not initiated a single call to update me on progress.
I called Nationwide and within 30 minutes had an answer the repair was to be done today, Friday.
Poor customer service from Safelite and great from Nationwide. Safelite could take a lesson.

On 8/21/2018 we submitted a request for a windshield replacement to take place on 8/24 between 8am and Noon. On the morning of 8/24 we had a technician, Ronald, come to replace the window. After arriving, he spent about 10 minutes standing around. My boyfriend went out to assist and ask what was going on. "Ronald" advised that he was a tech from Ashville, NC and that he had been asked to come down to help out because Safelite in SC, didn't have enough techs. He proceeded to tell my boyfriend that he didn't have a "cold knife" and he was unable to do the job. He informed my boyfriend that he had only been on the job for less than 6 months and that he didn't fully know what he was doing. He then made a phone call to someone and advised he "didn't feel like staying and dealing with the job". He then informed us that he would have another technician come out later that afternoon. We received a text around 4pm advising a tech would be out the following day, Saturday, between 8am-Noon. The following morning, we received a call from Josh stating that he did not have the appropriate molding needed to do the job correctly. He said it would be Tuesday, 8/28, before the job could be completed. I became very upset because I started a new job on the 28th and could not drive the car at all, nor could I miss any time from work. I called the customer service phone # and asked for a supervisor. I was advised that there were no supervisors on the weekend, however, she was going to do what she could to help me out. She advised she would call back as soon as she found out what she could do for me. Approximately 20 minutes later, she called back, advising that she was able to find the parts and a technician that would come out but that it would be late that afternoon. Adam did call that afternoon to advise he was on his way to do the job.
Once arriving, he told my boyfriend that he also, did not have the "cold knife" needed to do the job, but he was going to do it anyway. He commenced work and seemed to "struggle" with getting some bolts to the windshield wipers off. While in my house, I overheard him call my car "a piece of [censored]". My boyfriend even confronted him at the time and asked him if he was actually calling my car "a piece of [censored]". He advised he was just frustrated because he couldn't get the bolt out. He eventually got the windshield out and replaced it with the other one. However, he left all of the molding, still in the plastic with my boyfriend to install later. This was not even the Chrome that was needed for my car, but a black piece of molding. This is not our job. We paid for a service to be taken care of by your technician. The car looks absolutely horrible. At this point, I am thankful for at least being able to drive the car, but the molding not being installed makes the car look terrible. My car IS a 1993 Buick LeSabre. It is an older car and it has a few dents in it. However, this car is MINE and what I have for transportation. The car was garage kept for the first 23 years that my mother had it and was maintained with OEM parts any time something needed replacing. My mother gifted the car to me when I had cancer and was recovering, not working. JUST because this car is older, does not mean that ANY of your technicians have the right to call my car "a piece of [censored]". No one knows my situation and it was poor business to have someone represent your company in this way.
I called on Monday morning, 8/27, and spoke with a manager, Tony from the Greenville, SC location. I advised the entire situation and asked that I be refunded because of the condition of the car, my father was going to take my car to "Glass Pro" and get it taken care of properly. Tony advised me that he "knew he could make this right and to please allow him to come and fix my car instead of the refund." He advised he would come to my job or my home, whichever was convenient. Since I started my job with Verizon on 08/28, he asked that he set up the repair for Wednesday, 08/29. I work 10am-7pm, so he set the appointment between 12-5pm so he knew that my car would be available. He advised that I needed to leave the car doors unlocked and that was all that I needed to do. He advised he would have my boyfriend, who originally set up the order, notified by text when the tech was on the way. We were notified this morning, before 10am that the tech was on the way. I thought the appointment was set for 12-5. My boyfriend started texting me advising me that I was going to have to go move my car to a location where the tech could have more room to work. I am in my second day of training at a company that DOES NOT allow you to leave the building for any reason without penalizing you. We can NOT miss a minute of training, be absent for any reason, or you will be terminated. Because I can not take phone calls during training either, my boyfriend had to take time off of his job to speak to 'Michael', the tech that was out side my job. He advised my boyfriend that he would wait on me to come out but that if I didn't come move the car, he would not do the job. I had my boyfriend ask for a refund, so that I could take the car on my day off to be repaired by a reputable company. He was told by Michael that there was no way we were getting a refund and if I didn't come move my car, we would forfeit the windshield AND the refund.
I am livid. This is the WORST customer service experience I have ever had in my entire life. I have been in the customer service industry myself, for the past 25 years. Before my job at Verizon, I was an insurance adjuster for Esurance, Geico and Progressive and always recommended and used Safelite for my customers. I have never seen this happen before.
Tony told me to give him the opportunity to make this right and that if he failed me, I could ask for a refund. I am asking for that refund. I want my car repaired correctly, and I do not want any of your techs calling my property "a piece of [censored]" just because they are frustrated. I have an appointment with Glass Pro for Monday, 09/03 and will NEVER be using Safelite again. I am giving ample opportunity for you guys to make this right and if not, I am going straight to the Better Business Bureau as well as our local news stations. Thank you for your time in rectifying this matter.
I can be reached at this time by email ONLY at [protected]@gmail.com
The order was originally put in by Robbie Gregg phone # [protected] the address was 825 Joe Black Rd lot #30, Williamston, SC 29697.
My name is Traci Lee Rogers.

I made an insurance claim about my passenger window which occured Friday, August 24th and my claim number is #[protected] . I was told the employee would be here around 5pm Saturday, August 25th. Then, I was notified around 12pm today that he would be here between 12 and 5. He apparently showed up but I never heard knocking or doorbell ringing. I do not want to wait until monday for the resolution because it is my son's car and he needs it for college.

Angie Sprinkles is an account Manager that has started to harass me. I work as the book keeper at Fulton County Glassworks the owners passed and instead of getting information on their estate for a passed bill that was before I worked here, she called my home, said she saw my Facebook knows I'm the bookkeeper wants to know why I'm not paying this bill, how am I running a business. I'm done being harassed. This is the second time she's called me and been so rude to me. I'm not responsible for the owners passed bills. We are just keeping this place running for the family in hopes to buy it within a year. You guys need to take it up with the estate. It's a little over $1000 bill. If she calls me at my home again I will turn it in the the BBB. I'm Just a worker and don't appreciate what she's doing to me. Thank you. Marcie Wells. Fulton County Glassworks. [protected]

Alright so to begin with this horror story I brought my car in to have the windshield replaced, while I'm sitting there waiting for it to be completed one of the workers comes in and tells me that there was a problem and while they were using the tool to take out the windshield had cut into my car! So they say there taking it to a body shop up the road to have it fixed, meanwhile for the next 4 days I'm without my vehicle because of this. So afterwards I get my car back and the windshield is replaced without them even showing me the job that had been done on my car after it was cut, I would've liked to see how well it was done. But after I get my car back I notice they left a ton of glue on top of my car above the windshield, I hadn't had time to get it off as I was working everyday and I just finally got it off the other day and not to mention it took paint thinner just to get it off! But wait this isn't over just yet, I get the glue off of one side of the car and there's 4 deep scratches in my paint that look like was from one of their tools and my guess is they kept the glue there to cover it, I'm also trying to sell my car at the moment and these scratches are no doubt going to have an impact on how much money I get for it. This has to be one of the worst cases of screw ups for this company. I expected a little bit of a discount or something on the windshield for cutting into my vehicle and taking days to get it back to me, but not even that!

My windshield was first replaced in Oct2017, then started leaking all across the top of the seal (5/2018). The mobile techcame to replace my windshield he did it incorrectly. The corners are not smooth, sealant was not put in correctly, and took a personal call and rushed me as I was inspecting. He ended up leaving scratches and chips in the paint.

Hello my name is Jairo. I was at a four way intersection with your employee van plates
#gzs-1555. This van driver was a white male with tattoos. He ran a four way intersection and almost ran right into my truck. If you are just as concerned as me for safety you would understand that this is unacceptable. I don't know what you guys have as a standard for driving qualifications but this guy is definitely gonna kill someone the way he was driving. My only request is that you check on this driver, make it safe on the road again safelite auto glass. thank you!

My car was broken into on 12-15-17. I immediately make a claim to my insurance who then insists that I get my window repaired by Safelite. She does whatever she can to get me an appointment.
I had a mobility appointment that following Wednesday at my work, since it was convenient for me.
Then they call me 30 minutes before the technician comes in and tells me they ordered me the wrong part! I then remain patient and think these things happen.
But then I had to wait an extra 3-5 days for them to tell me that the part is available .
Today, 12-26-17 is when I got the call and I could schedule my appointment. I talk to the guy and he tries to get a mobility appointment for me today between 8-12. I then get a call from Safelite Sacramento and she tells me that the technician isn't available until 12-5, and I say ya no problem.
Then she calls me back 30 minutes before the technician should be arriving and says he/she is not available to come out! She then offers me two in shop appointments, I obviously take the earlier appt.
the problem here is that there wasn't strong enough communication between Safelite and technician and I got my hopes up twice for them to come to me since it is convenient for me! Now I have to rearrange my day so I can go to the shop with a broken window.
I don't see how this is fair when you put me through so much.
I'm very upset with the service and I will not be going back to Safelite with any of my auto glass issues.

Scheduled a repair on my 2013 Lexus at my house online. Requested the repair ( small chip) and requested wipers to be replaced as this is a service they provide. The technician arrived late, although I received a text message saying he would be on time, I asked about the wiper replacement, he stated he didn't have them as just"fly off the shelf".

I showed him the chip and he said he would have it taken care of in 20 minutes. He had me sign a waiver prior to the repair that stated they wouldn't be responsible if the repair didn't correct the issue and frequently the chips spread and it contained the warranty information.

The chip was repaired in the time frame he stated and he was on his way. I inspected the repair and it looked to be fixed. Two weeks later the chip reappeared in the exact spot and was the exact size. I called the company to tell them what happened and essentially they told me I could have my $188 credited toward a total windshield replacement performed by them, with no other options available.

With the level of service I received, why would I have them replace the windshield?