CLara C Apu

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Verified Reviewer

Stole money off my credit card

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schedule an appointment for a seal. they took out 511 twice and haven't responded my money and cancel service. don't do a quote over the internet. you will be ripped off
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Loss:
$211

Preferred solution: Full refund

Jamill Oag

They cancels on me.

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I booked an appointment and they canceled on me after I took off from work. Now I have to take off another day to have it fixed.
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Loss:
$750

Preferred solution: Apology

User's recommendation: Go somewhere else.

Samuel M Dby
map-marker Los Angeles, California

Claim

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Safelite has done damages to my vehicle. They sent me to the third party Fleet Response and now neither party wants to repair my damages. I left multiple messages emails. And no one response. I still have my vehicle in shop and I have no response from neither party.
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Preferred solution: I would like for all damages cause by safelite be repaired.

Robert V Dwl

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Verified Reviewer

Windshield leaking

They didn't fix it right and it leaks messing with my wires on passenger door and kills my battery. And now I gotta put plastic over my windshield and when it rains I can't drive it
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Loss:
$400

Preferred solution: Have my seal replaced

User's recommendation: How much

ROBERT A Lcl

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Verified Reviewer

Damaged installation

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Windshield replaced PA. Drove home to GA and we had no rain for 3 weeks. Discovered water leak. Went to Safelite in GA, all they did was hold a garden hose to make it leak, they failed, told me to goto Subaru. Subaru fixed the leak ($283) due to cowl damage to pins securing the cowl done during windsheild install. Called Safelite 5 times to be reimbursed, they have failed everytime.
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Loss:
$285
Pros:
  • Shop staff does fast work on time
Cons:
  • Fair warranty refund for install damage is about zero

Preferred solution: Full refund

Briget M Mwf

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Verified Reviewer

Worst company ever!!!!!!!

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I had scheduled an appointment between 12-5. The tech showed up about 10:45 supposedly so he said, which was before my appointment time, he called and was very rude, said he has just left my location and I would have to call to reschedule.

I call to reschedule and they place my appointment back to original time 12-5. I waited until 5:30 and nobody ever showed up or called me. I waited one day then called back. They tshowed my window was not cracked.

I explained the tech looked at the wrong vehicle, the tech told me he looked at my new black vehicle, I have a white 2014 vehicle. Since then my crack has tripled in size.

I called corporate and they transferred me to the closest dealer. I spoke with a customer service representative and explained the situation and he said he would have a supervisor call me. She was as useful as a wall.

She stated that if he had done the repair, they would not guarantee that the crack would not have increased.

I understand it may have increased the crack but I went to a local glass dealership and they said it could have been fixed, if the repair could have repaired the crack.

I understand what everyone said, but the customer service from Safelite was horrible and I received nothing from them. No apology or anything.

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Loss:
$100

Preferred solution: An apology and then not to bill my insurance

User's recommendation: DO NOT EVER USE THIS COMPANY-THEY SAID THAT THEY WOULD NOT GUARANTEE THE WORK

Chyla Bwn
map-marker San Francisco, California

No show

NScheduled an appointment for them to come out and fix my windshield. The time was from 11 to 4 PM at 3:40 when the technician is never shown up I called and was blamed by the manager at the Safeway location on Stevens Creek or the guy pretending to be the manager and was told that they are running late wasnt their fault and that I needed to continue to wait. I told him I was leaving work. Ive been waiting since 11 oclock that morning and they no showed their appointment and I wanted them to reschedule. The guy told me he had something for the very next day scheduled me they no showed.
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Jedi Master Toad

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Verified Reviewer

Failure to communicate

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Hello,

As a new potential customer, after being greeted by your friendly and often heard jingle, "Safelite repair, Safelite replace," I was interested in some information, as I have 3 vehicles all in need of a simple crack repair to the windshield.

You can imagine my disappointment when after 20 minuts of waiting for your online chat window, an agent was still "on the way."

I decided a phone call may be the better option, but it would seem that you should just have a message on your phone that says "we don't use phones," as all options lead to the customer being either told to go to the website, hung up on, or in most cases both. I found 3 "local" locations online all of which have a listed phone number that goes only to your automated national line.

One would wonder how a customer looking for simpe information would ever get to a real person without a drive to a physical location, where I honestly half expect to find no people and an automated kiosk, if I am being truly honest. This is ironic only because your basic premise of service is to make customer travel necessary.

When I then spent an hour on your website entering the year, make, model, etc of all 3 vehicles, there was no way for me to put all the vehicles on the single trip order, as I thought there may at least be some compensation for the price if they were all done together. The application and drying of the resin could all happen in progression by a single tech at one location, and then I assume that safe tech could scrape the excess resin if there is any off the glass for a nice finish. This would no doubt save you time and money, and I would hope could save me the price your system quoted me of $159.99 per vehicle, when another local shop offers the same service if I only bring the cars to their location for $35 each.

I had really hoped to give your company a chance, but I fail to see how you would ever attract a new customer in this way.

I don't say any of this to ridicule you, but rather to hopefully point out a fatal flaw in your system that could seriously improve your revenue stream should it not be ignored.

I am not sure if or even how long it will take anyone to see or acknowledge this email, so I am sorry to say I will now start arranging other means of repair, but if you can reply in a decent time frame there may still be a salvage here for you if you are interested. This is the other fatal flaw of your perceived refusal to have ANY WAY of actual human contact via phone, chat or video call. At the very least there should be a local contact for questions like these shouldn't there?

Thank you for your time. I hope these words will not be scorned and dismissed and instead for your companies sake embraced and utilized.

Since the only way I was even hopeful of sending you an email, was through a 3rd party website, please forgive my omission of a phone number.

If someone from your company actually emails me, I would be happy to give it to you, as I would love to tlak to an actual SAFELITE employee about this.

Sincerely,

Cace M. Jones

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Loss:
$40
Pros:
  • I wasnt able to get any onfo to say either way
Cons:
  • I lost an hour of my work time just trying to get the info

Preferred solution: Contact with a customer service agent or sales rep.

User's recommendation: If they dont change thier communication practices for new customers, you should probably avoid them all together.

Tom C Lfb

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Verified Reviewer
| map-marker Boise, Idaho

Billing

When I had my front windshield replaced on my Volvo, the tech offered me a life time windshield wiper blade policy replacement at $59.98 plus tax which I purchased. Sadly the technician miss informed me.

I attempted to contact Safelite (generic phones) numerous times with no success to contact customer serve. After my frustrations were at the limit; I located the closes Safelite facility to get my refund for the fictitious life time wiper blade policy (11575 W. President Drive Boise Idaho 83713. I spoke to manager Josh who understood my situation and issued me refund for $63.58 on invoice 01855-31**** on 11/7/23.

To this date I have not received the refund. I have on numerous occasions since then calling Josh to inform him of no refund. I was told it was to be a check. He said he would email corporate and research why the check wasnt issued.

On 12/29/23 I finally located the customer service phone number via research. Per The representative credit was issued on 11/13/23. Unfortunately credit was issued via my Visa which is no longer valid due to our US Bank being compromised. She said that she would process refund via a satellite check.

She said that the satellite refund would be issued either on 1/2/24 or 1/4/24. She said they only process checks on Tuesdays or Thursdays.

Im sorry to say that the communication with Safelite is for pits. In all of my communications I pursued, never did I get a return call.

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Alex M Ydw

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Verified Reviewer
| map-marker Saint Peter Port, Guernsey

Unprofessionalism and Customer Experience

Safelite Autoglass - Unprofessionalism and Customer Experience
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Safelite Autoglass - Unprofessionalism and Customer Experience - Image 3

I am not usually a person to post things like this on my page but I am so disgusted on the treatment and unprofessionalism here at safelite auto glass 2001 Rt 70 WCherry Hill, NJ 08002

How you can be a Store Manager of your business and do not know who is doing what or doing the order for parts! I am very understanding person and know that things happen I get it.

But why lie to your customers saying that the part got there broken, when actually the parts was never delivered in the first place. Then what makes it worse have your receptionist getting confused with the story and told two different stories. Furthermore, I asked for the manager because the story was not adding up or making any sense. The manager got on the phone and I said I am not trying to be rude or ignorant.

However, be honest with my because I am hearing to different stories was my part order yes or no. The manager first said no, then said we did, but the manufacture never got the order, then oh I dont know who did the order for you last week??? I was confused the order was done at your location and I spoke with someone at your location and you dont know whats going on in your store? When you are the store manager.

I even got an email to come in today to drop off my car and the email is down below! I have to pay someone to take me to work to Philadelphia and back to then to be lied too be more professional. If you do not have the part ok not a problem the problem you lied and trying to make it seem like you was not the problem or like no one in your store failed to communicate with each other.

Lastly, it is not my fault that I went to your place of business to get my windshield repaired and it was not installed properly then to get poor customer service later to get it back repaired. This is unacceptable!

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Preferred solution: Apology

Anonymous
map-marker Severn, Maryland

The replacement Christian put in on the 1st of Feb is cracked

I went out to go to Walgreens and saw that my windshield has a crack in it. The tech who replaced it was first name Christian. I never used my vehicle until 1:00 o`clock on Feb. 2 . Should I contact my insurance company and have them contact you for the replacement windshield ?
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User's recommendation: I contacted Safelight and they will replace my windshield for free.

Robert R Vcc

Windshield replacement

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Very professional. Everything happened the way they said it would and on schedule. They did a great job on my Tesla
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Pros:
  • Quick and seemless
Taliya Tov

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Verified Reviewer
| map-marker Oskaloosa, Iowa

*** customer service

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I just waned to ask what the largest diameter of rock chip that can be repaired. I was referred to the website which is unavailable to me so I tried the chat text and they want to charge me $5 to answer the simple question. ***
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User's recommendation: Absolutely not

Christopher B Osm

Windshield replacement

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Great work, timely and considerate! When I met Rick, he was nice! He did a great job being considerate of my car and belongings!
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Pros:
  • Timely
  • Nice
Cons:
  • Online issues
Millisa Apk
map-marker Corpus Christi, Texas

Front wind shield cracked small

Brought a vehicle an windshield is broken please call me back asap 229733-**** Natasha help me fix my front windshield please
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Pros:
  • Fast service
Cons:
  • Time to fix the problem

Preferred solution: Deliver product or service ordered