Safelite AutoGlass
Reviews and Complaints

On Aug.7th, 2017 the third door passenger window on my 2010 Mini Cooper Clubman was smashed by a vandal.Safelite came out to replace the window on Aug.10th.Upon completion, I mentioned that the trim did not look right. There was a gap between the windows that wasn't there before. The technicians stated that the trim could only go on one way. That the chip at the bottom was caused by the break-in.
When talking with the local shop I was verbally told if it was not right they would take care of it.

On Oct.10th I went to my mechanic for an oil change. He stated that the door trim piece was incorrectly placed and was cracked in two places.He also noted that the passenger side light was not working. I mentioned when Safelite replaced the window they didn't know what the cable was for. I stated it was to the passenger side light, which was working before the car was broken into.
My mechanic also pointed out that my radiator was leaking where cooling cores meet end tank and needed to be replaced within 6 months.
I decided to go ahead and replace the radiator and my mechanic said he could fix the door trim at that time too.

On Oct 27th. I had my radiator, and the door trim replaced. My mechanic removed the pillar cover he thought to plug in the ribbon cable he found it was torn.The light is built into b-pillar cover I would need to replace the cover to restore light function.

My insurance covered all but $100.00 deductible, which I paid.
I believe Safelite should reimburse me the cost to replace trim and cover the cost of the b-pillar cover.
My mechanic, Anson, works at Best Motor Werks, shop phone [protected].

I did call my local shop on Oct. 27th and was told the manager would get back to me in 24 hours. He has not called yet.

Thank you,
Helen Pierson

Service tech came from your Beaumont Texas office. The only one more incompetent than him would be his supervisor Robin. Installed windshield in my Ford F-350 incorrectly and flooded my truck. First installation 7-15-17. 2nd installation 7-19-17. Then they towed my truck to Bolton Ford in Lake Charles on 7-25-17. Still don't have my truck back between Robin constantly harassing everyone about her liability on the truck and Bolton Fords Service Dept. SERVICE MANAGER...BRIAN BATES...WHAT A JOKE! WILL BE CONTACTING AN ATTORNEY TODAY! BEWARE OF SAFELITE...BOLTON FORD AND PROGRESSIVE INSURANCE THAT RECOMMENDED THEM BUT WON'T FIX MY VEHICLE NOW THAT THEY HAVE ALL SCREWED it up beyond belief! Tried contacting Lafayette office for Safelite to get help...hmmm must be breakdown in communication somewhere! Anybody for Safelite that cares? 1st W.O. # 255502...2ND W.O. # 260242..BET NOT!

Your tech is M.I.A. and it's a holiday weekend, well past the time that he was scheduled to arrive and not so much as a phone call.

I am livid to say the least however, I now see from previous reviews that this is a ongoing issue with your company.

This is below even the worst of service as I received no service at all and not so much as a courtesy phone call.

This will cost me another days pay or two with having no vehicle to go to work with.

Thanks for nothing safelite, this is extremely unprofessional of you and just generally a bad business practice that you seem to have adopted.

I now wish that I had read the previous reviews as I would have seen that this is sadly common practice for you however, you came highly recommended from USAA, I will inform them otherwise.

Thanks for nothing, your business model is horrible!

You should not offer service to soldiers only to leave them hanging.

I thought my hurry up and wait days were behind me when I retired from the Army.

Dissatisfied is a understatement!

Safelight has incorrectly purchased the wrong windshields for my car make twice. On today's visit, after a second attempt of putting the wrong windshield in my car, they determined they would AGAIN need to reorder (an estimate of 4 days) and when putting my old cracked windshield back in my car, the original cracked windshield has been cracked to a point I can not drive the car.

The gentleman that have been put for install appointments have been very kind. I am just so frustrated that I am now out of a car to use and Safelight's inaccurate process will now cost me out of pocket to get a rental car or Uber/taxi while I wait yet another week.

Disappointed.

I had a very difficult time working with Safelight. During my windshield replacement, I ran into many inconvenient and unprofessional experiences. Here is the outline of the problems:
-Firstly, the reason I had to replace my windshield was due to a seal of a small crack I had over a year ago breaking and causing the crack to spread over my windshield. The initial seal was also done by Safelight. I had to pay for the entire windshield replacement as a result.
-I called to schedule a repair immediately and chose to do it in shop. When arriving to my appointment, I learned that it had been cancelled without any notice to me. The shop was a distance from my house, and I had to take the day off for the repairs. This was very inconvenient, and safelight was not able to fit me in to the schedule to get it done within the day. I scheduled mobile service for the following Monday instead. That meant I had to spend a weekend with the crack in my windshield, and with the heat, it was only growing larger.
-Once mobile service was completed, the technicians lost my keys in their truck and spend a good amount of time trying to find them. While they were very friendly, losing keys is definitely very unprofessional. Thankfully, they were found.
-Once coming home to my car (my fiancé was the only one present for the replacement), I discovered that 1) the windshield wipers were not working, dragging against the glass, and were damaged in the attempt. 2) The technicians had not replaced my safety inspection and city registration stickers, so I couldn’t even legally drive the car. I called Safelight and was told that the management of the shop had been contacted and that I would be getting a call first thing in the morning so that we could retrieve the stickers. The representative on the phone also made fun of the fact that I had “so many stickers on my windshield, ” which was very unnecessary, and added to my frustration.
-I never got a call from any management regarding the stickers. I stayed on hold with the shop for over 20 minutes the next morning to find that she could not get in contact with the technician, and that they would call me later. I had to leave my car behind for further maintenance due to the windshield wipers, and was told by that technician that they would be coming with the stickers later in the day. No one came, and no one called. I also had to pay for the Uber rides to and from work due to not having a working car.
-Ultimately, I just had to have my car re-inspected. I know that I can go to the safelight shop with the receipt to get refunded, but the distance and time it would take for me to be refunded for Safelight’s mistake is not worth $17 to me.
I would just like to mention that within these two weeks, I am also moving apartments and getting married. The struggles with Safelight, and the fact that they could not even get back to me about the issues, really made things even more stressful for me. I would like to know what Safelight will do to make up for this experience. Thank you.

Today 5/20/2017
I hired safelite window to repair my wife's window in which had 2 chips. The repair tech told me that very rare but like 1 out of a hundred it happens and he had one just a few days ago so he would be good for at least another 75 repairs. I walked into this day with only having 2 minor chips on my window and now I have to pay over 300 bucks for a new window replacement and guess what ? Safelite does the window replacement. It sounds to me that this is a gimmick to get customers to spend more with them than just the chips being fixed. I am extremely upset and will publish on all social media outlets in hope to help others from making the same mistake as I have. Do not use this company! I spoke with a manager named Vicky and she hung up on me while I was discussing the particulars of what happened in which I was very upset as I was explaining myself. I would like a regional VP or anyone with executive power in this company.

I am a former customer in Richmond, va. After having a little problem with them on my last car I just tried them again for mobile service. Waited 4 hours they didn't show. Response was you must have logged in and caused a web cancel. Huh? The email the night before said we will be there! Don't use them, lotsa other good and responsive companies out there!

I've purchased five windshields from "Safelite" auto glass over the past 10 years. We have a lot of sand and these windshields get pitted.

They boast about their "lifetime warranty." DON"T BELIEVE IT. The first time I needed it, I was rudely told by "Miguel" the manager of the Palm Springs store (on Gene Autry Trail) that he wouldn't honor it. First, I spent ten minutes yesterday on the phone with a polite appointment scheduler (at some out-of-state call center), who explained to me the process they would be using, how it involves several tests, including a "flashlight, " to determine if the crack was a "stress" crack, or if it was a "impact" crack. The "stress crack" is covered under the warranty. The "impact crack" is not. Sounded reasonable. She explained how they would be looking to "feel" and/or to "see" any kind of chipping. There was none. When I showed up for my appointment, the first tech I met filled out the paperwork, then escorted me to my truck for an "inspection." I went with him. He proceeded to look and feel the area. When he was done, he had me sign the work order, which showed the balance owed was for "$0 dollars, " since it was covered by the warranty. He took the keys, and said "we'll replace it, and your cost is zero." Then I sat down.

Five minutes later "Miguel, " the manger, comes out and says "I have to see if it's a stress or impact crack." I said fine. He walked out to the truck, took one look, and said "it's an impact crack." I said "there is no divet, it's smooth to the touch, and what about your tests I was told to expect?" Miguel said abruptly, "it looks like a impact to me, so I can sell you a windshield." I realized that he had decided this even before he came out to see the vehicle, since performed no tests of any kind, as I was told to expect. He took one look at me, an African-American, took one look brief look at the truck, and laughed at my expecting to have the "lifetime" warranty actually honored. I said "you don't have to yell, ...I'll buy a windshield alright, but it won't be here." As far as I'm concerned, the Safelite Lifetime Warranty is a crock of huey. There'll be no testing to see if they should honor the warranty...you'll just get "Miguel." I will never use them again, and I'll tell all my friends about my lovely experience. I spent five minutes on the phone, as soon as I got home, and found a replacement windshield for $35 less, they were at my house in two hours...and I'll be telling all my friends were to get great service, and to RUN FROM SAFELITE!

I had my windshield replaced by Safelite via a comprehensive claim on my auto insurance due to a small chip caused by an object from the road.Less than two months later, I noticed a small linear crack descending from the top center of the new windshield.
Nothing new had struck the windshield. When I came outside the next morning, the crack had grown by several inches and was now L-shaped. I called my insurance company. They said that as there had been no further strike to the windshield, I would need to contact Safelite for a warranty replacement.
I contacted Safelite and they came out promptly to my workplace...to tell me that they would not honor my "lifetime warranty". Their technician stated that the crack to my windshield was clearly caused by road debris and I would need to file a claim with my insurance company. Where he screwed up, however, was that the mark he cited as evidence, which was on the front edge of my vehicle's roof, was more than a year old and in fact had been noted in the work done by Safelite on the ORIGINAL windshield replacement. End of story?
Safelite replaced the windshield for free (who knows if it will crack again or not?), but ONLY after I had to go back to my insurance company, get an adjuster to schedule an examination of the vehicle (his conclusions were the same as mine), and wait for the insurance company to fight it our with Safelite. Took five days, with crack getting bigger all of the time. How many people would have just given up and just paid to get the *** thing fixed?!?!
Seems to pretty strongly suggest that this is go-to strategy on the part of Safelite.Beware.

Not impressed. I know that with every time they fill a chip there is a chance of it spreading, but this is ridiculous. I brought my car in to get two little chips fixed and they found another one that was also small. They’d fixed two of them with no problems, when the tech walked through and said 10 more minutes and the last one will be fixed. After 20 minutes I looked in and there were 4 techs standing around my car. Not a good sign. They finally brought me back and I saw that the last chip had grown from the size of a pin hole to a crack bigger than a dollar bill. He told me that they weren't going to be billing my insurance because they had made it worse. He sent me to speedy glass because they could fix it. I get to speedy glass and they don't want the new guy to even try it, so they in turn sent me to Novus auto glass. Talk about a 3 ring circus. How can a glass place not have the right tools and equipment to fix the problem they created? I will never go to them again. I will probably need a new windshield before this fall.

I was initially referred to Safelite Auto glass through my insurance company. Safelite comes out, takes out my windshield and proceeds to tell me that because there was "rust" at the top he couldn't put my new one in and that I had to have it towed to a body shop to get the rust off? I had NEVER heard of this before. I called and spoke with a supervisor, Tammy who was VERY RUDE and doesn't know the meaning of customer service.

My husband contacted Reliable Glass and the ladies, (Jen & Lisa) were EXTREMELY HELPFUL and had a technician out within 20 mins and he completed the work in less than 30 mins. This is what you call EXCELLENT CUSTOMER service and the type of service that will DEFINITELY make customers want to come back. The best advertisement is WORD OF MOUTH and I will be recommending RELIABLE GLASS to all my family, friends and hospital co-workers:)

The chip in my windshield was very small - a chip approximately the size of the writing end of a ballpoint pen and no more than 1/4" to less than 1/2" split on each side from Friday when incident occurred until Tuesday, 08/13, when Austin Fields Work Order #: [protected] came to my work location in Neosho, MO to repair at approximately 4 pm. It was a rainy day in Neosho, and I asked him if we needed to reschedule as the car was out in the parking lot. He said the rain wouldn't be a problem (and though the car and windshield were covered with drops of rain-it wasn't raining hard) so he set up an umbrella on the hood and proceded to repair it. It took him only a few minutes and he came in to get my CC# and signature, assuring me the 'hold' was strong. I left Neosho at approximately 6:30pm, taking the freeway to my apartment in Joplin - a distance of 21 miles. When I got to my apartment, looking at my windshield from the driver's seat, the break on the left side of the chip had become at least 3" long. I was off work Thursday, 08/14 and never went out to drive my car. On 08/15, from driving it to Neosho to work, the split had become more severe extending at least 4" to 4.5". I called [protected] to talk to someone, and Brad answered my call. He was extremely rude. He told me they weren't responsible for the repair not holding, and - in essence - told me the only way to get credit for the $116.40 I had paid for the repair was to have them deduct the amount from the cost of their installation of a new windshield. At first, seeming to have no choice, I agreed and we scheduled an appointment - then Brad told me I would have to allow them to replace my windshield wipers as well and there would be a charge for new rubber moldings. I explained to Brad that Nissan had replaced my windshield wipers two weeks prior when I had my car serviced, and I wasn't paying to have Safelite replace them again. He then, arrogantly, told me if I refused new wipers - the warranty on the windshield would be voided. At that time I told him to cancel the appointment as I would call Nissan and get their referral to have the repair done. I later called back to try and have a conversation with someone else, and talked with another man (nice and professional)- didn't catch his name. He told me that he couldn't help me but would have someone call me back. A woman called me back. She also refused to refund my monies and stood by what Brad had said as "company policy"; telling me the only way for me not to lose the money I had paid for the initial repair was to have them replace my windshield, wipers, and moldings. A little later that same day, I called again and spoke with a very nice lady who displayed excellent Customer Service Skills and concern. She gave me the #: [protected] to call the Corporate Office in Tulsa where I spoke with a lady I believe she said her name was Lee. I was upset and aggrvated by this time, especially when she told me the same thing aabout 'not crediting my $116.40 back to my CC' and that I had no option to get my monies back except to have them replace the windshield, wipers, and moldings. I even offered to waive the travel charge and to accept a refund of $89.95 which she refused UNTIL I told her she was leaving me no choice but to file a formal complaint with Chamber of Commerce & Better Business Bureau in both Tulsa and Joplin and to make a full formal complaint/review online. At that point, she called me 'rude' but did say my $116.40 would be credited back to my CC. It is in my bank today.

I took my car elsewhere and they replaced my windshield and only replaced the top molding as that is the only one they took off and said my wipers were new wipers and there was no logical reason to replace them. I also have the 'guarantee' with them that if there is any leakage or any kind of problem, bring the car in and it will be fixed at No Charge. Their Total Charge for replacing the windshield with a new one was less than what I was quoted by Safelite - after they supposedly were deductimg my initial charge of $116.40. NOTE: by the time I took my car (Tuesday 08/20) to actually have the windshield replaced here in Joplin, the split on the left side of the "suppoedly repaired" chip had become more than 12" in length going down under the bottom rubber molding and out of site, and the other side had also split about 4" - going upwards towards the top of the windshield.

The repair and extremely bad customer service I reeived from Safelite Auto was both a surprise and a shock to me. I had used Safelite Auto in Texas in 2004 on a 2004 Nissan Sentra where a piece of gravel had made a bigger area to repair than this one was, and that repair as well as the attitude of Safelite employees I dealt with was both professional and lasting. So when I got this 'chip", I immediately went online to schedule an appointment to have this repair also done by Safelite Auto - big mistake.

P.S. During my time of my four conversations with the Customer Service Reps at [protected], I learned that it was Austin
Fields second week on the job. He seems a nice young man but not real confident in what he was doing.

I am retired now and working part-time. However, for more than three decades, I was employed in top executive management positions in the greater Houston, Texas area - overseeing all operations on a national and international basis. Safelite has a real problem in their sales/customer areas from my recent experience.

Respectfully,
Ms Vel Hobbs

On 05/27/2013 we contacted our insurance company in reference for a glass replacement for our vehicle, Our insurance informed us they only cover windshields so we would have to pay out of pocket and they put us in contact with Safelite Auto Glass Solutions so we can make a appointment for a tech to come out and replace our drivers side rear quarter glass on our 2009 Dodge Grand Caravan. The soonest Safelite could come out was 5/30/2013 between 8am-12noon so I went ahead and schelduled that appointment as I was unable to take the vehicle to get the glass replaced due to prior obligations. On 5/30/2013 approximately 8:30am a safelite tech named Joseph Biondolillo arrived at my home. He asked me to sign a paper so he could get started and I did, He told me it would take between 60-90 minutes to replace the window. Approximately 25 mintues later he told me he was done and I looked at the window from a distance and it did not match any of the other windows, The window we ordered was suppouse to be privacy glass with aftermarket tint. I asked him why it did not match and he told me he does not do tint and I was to call his boss "Bob" and he would take care of it so I paid and he left. I went back into the house and tryed to get ahold of his boss "Bob" and left 2 messages also had contacted the corparate executive services regarding the tint. The first representative I spoke to at executive services explained to me that the wrong part must have been ordered and he indeed seen on the work order it stated that it was suppose to have privacy glass and aftermarket tint. He was also having trouble reaching the shop and he was going to return my call after he got in touch with the shop regarding my tint I agreed and waited, During this time I had to run down to the corner store and when I got into my vehicle to back out of my driveway I looked into my drivers side mirror and noticed the bottom of the window was sticking out. I got out to verify and sure enough it was sticking out about 1/8th of an inch on the whole bottom of the glass. I drove to the corner store and the whole ride the window was leaking air and vibrating bad, I thought the window was going to break. I got back to my house and by this time several hours passed by and I still have not recieved a phone call back from Bob or corparate. I called corporate executive services and explained the situation again about the tint and also the 1/8th of an inch gap, This time I spoke to a female rep she informed me that they were going to listen to the phone calls to verify that when the glass was ordered originally we ordered a window with privacy and aftermarket tint, She put me on hold for about 15 minutes to listen to the calls. she also informed me the window was the correct part for our vehicle and the gentlemen I spoke with prior to her was "new to the corporate office" and gave me incorrect information. The lady at executive services said they were going to have to charge the call center for the tint where we spoke with originally when we ordered the window and made the appointment if indeed they did advise me that we would have privacy glass and tint, which she was insisting we were lying. She said we have the tint issue being handled now lets deal with the 1/8th inch of a gap at the bottom of the window and she placed me on hold and she was able to reach "Bob" and we had a 3 way phone call. I explaned to Bob the window did not have tint but the tint situation was being handled by executive services and something was wrong with the glass as the bottom of the window was not sitting flush. He told me my van was damaged and something was bent ect ect. I told him nothing was damaged and my van was never involved in a accident ect. He told me I would have to bring it to the shop to have it looked at and I explained I could not go as I had prior obligations hence the reason why I ordered mobile service to get the window replaced in the first place. He then proceeded to tell me he could not get a tech out to look at it untill Monday 6/3/2013. He was very arguementive with me and I explained my children ride in the van and I was scared the window was going to break when driving as it was making wind noise and vibrating real bad. He told me I had to wait until 6/3/2013 for a tech to come out so I had no choice to wait as I could not bring the van to his shop he then released from the call then the lady at executive services advised me she could not listen to the calls she then informed me it could take up to two weeks to review the calls I then asked her why she had me on hold for 15-20 min and advised me in the beginning of the call that she could listen to them. I requested a manager and she then placed me on another long hold and when she returned to the line she stated there was no manager available at that time. I advised her I will wait and she said I could not do that and She told me her manager was going to call me back in 1-2 hours as her manager was in a meeting and her manager would get the situation rectifyed. After about 3 hours we did not recieve any call. Later on in the evening of 5/30/2013 the tech that installed the window called me and told me he was about 5 miles away and he was going to come by and look at it. He did show up and tryed to adjust the window to no avail. He agreed with me something was wrong with the glass and nothing was damaged on my vehicle and he was going to tell his boss "Bob" that something was infact wrong with the glass and told me I would be hearing from his boss within a couple of hours. I never recieved a phone call from anyone. I have called and tried to get in touch with "Bob" and each time they make up an excuse like he's doing a window install or he's on the phone with executive services with a customer and I told them I would wait on hold and they told me it would be a while so they insisited I leave a message and he would get back to me. I have left "Bob" 3 messages and he still has not called me back, I feel he is trying to avoid me. All 3 times I did call and try to get in touch with "Bob" I did record the calls, If you provide me with a email address I would be more then happy to send you the recordings. I have tried to reach out to this merchant numerous times and nothing is being done, I need to pay for another window that is safe and also matches and for the install. Safelite Auto Glass Solutions did not provide or do what I paid them for. First I do not feel safe driving my vehicle especially with my children in it as this window leaks air and is violently vibrating when driving and it will only be a matter of time before the window breaks. Also the window was suppose to be privacy glass and aftermarket tint.

Brought vehicle in for a windshield replacement, have a $10, 000 paint job, asked them to be sure to cover hood when replacing, never covered hood, damaged clear coat and are refusing to do anything about it. Spoke with Dan Spriet, GM and he
said they could not have caused damage because hood was NOT dented where damaged!

I had safelite install a new windsheild in my truck which I was not there because I had to work. Later that day when I returned to my truck I noticed on the corner of my bumper was scratched knowing that it was done by there technition because my truck was parked on my front yard. I called safe lite to report they had hut my truck they denied it did not offer to compensate me for the damage. So make along story short I contacted the BBB and they also tried to talk with safe lite and they had no luck either. So needles to say they are a ### company and I will bad mouth them when ever I have a chance. I know I have stopped 7 people from calling them and plan to stop more.

When pulling out of my driveway a small 6 inch crack developed in my windshield that SafeLite had previously replaced. Without going into all of the poor communications and lack of proper responses from Safelite – they basically declined to replace under their “National Life Time Warranty”. There were 3 very VERY small rock chips in the windshield, so their point of contention was the crack was caused by “new” damage. The chips were approximately 3 feet away from the original crack – which is what I explained to the Small Claims Court Judge.

Prior to walking into court Safelite offered to a replacement by billing my insurance and waving the $100.00 deductable. In other work they wanted to rip-off the insurance company for their defective product and poor service. Safelite lost the case and was ordered by the court to pay full price and cost for the windshield.

Bottom line – their “National Life Time Warranty” can almost ALWAYS be declined by them as there will always be some small rock chip that they can find in your windshield to void it! Don’t believe their warranty.

I got a chip in my windshield on my 2005 Mini Cooper S (9/17/12) and called Safelite, as the company I normally use for this type of thing went out of business. They were very efficient in addressing my insurance and making an appointment. The service tech called and arrived as scheduled and did all he was supposed to do. My complaint in the resin they use for the repair is not clear. It's an off white. You might as well put a band aid on it. Now I have a windshield that has a spot on it. I was told that's what they use for all repairs. Had I known, I would have gone elsewhere. I did inform Farmers Ins.

On the 14th of August I had my windshield resealed at the Safelite located in Fairfield Ohio. On the following Saturday the 18th I noticed cracks in the plastic cowl underneath windshield that were not present before the work was preformed.

I am aware that Safelite does a pre-work inspection with the customer present and I was never informed of any previous damage to the cowl during said inspection. I have a witness who was also present during the inspection.

After speaking to Janet, an associate for Safelite on August 20th she set up an appointment on the 21st at the location that preformed the work.

At this appointment they stated that I had been shown the damage during the pre-work inspection since it was on their pre-work inspection form that I signed. However, I was not. Additionally, I was not given a copy of the form after signing it. I was only given a copy after the work was preformed.

I called the corporate number again on the 21st and talked to Jerome who connected me to Mike the manager of the Fairfield location. He stated that since it was on the pre-inspection form they would not be paying for it. I told him that regardless of the notes on the pre-inspection form, which states there was a crack on the driver's side there are now several cracks in the middle and passenger's side as well, one of which has been glued. Mike told me that if the cowl was cracked in one place more cracks could occur while I was driving down the road. I called my collision shop to confirm. They said that it would be impossible for it to crack in another location while driving even if a crack was previously present in a different area. It would also be impossible for it to be glued while driving down the road. I do not appreciate being talked down to by Mike.

I was transferred back to Jerome who I then asked to transfer me to a supervisor. He said that his supervisor, Sandy was unavailable. I said I would wait but he refused to let me do so. He stated that he would send her an e-mail and she would get back to me. She never got back to me.

I filed a complaint on August 29th with the Better Business Bureau regarding this issue. On the 30th of August I got a call from Executive Services. Gerald, the associate ran me around in circles by reading me the complaint that I filled with the Better Business Bureau and stating that he could do nothing to resolve the issue. I was frustrated that I was being called and nothing was being resolved.

Bottom line: Don't use them. They are unwilling to help and will run you around in circles.