Safelite Autoglass
Reviews and Complaints
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Verified ReviewerDamage to Vehicle
Preferred solution: Replacement of my hood paint protection film
Poor customer service
I worked for Safelite back in 1994 and it was a great company to be a part of back then. They stood by their workmanship.
Now, not so much anymore. My Granddaughter needed her backglass replaced due to hail, and Safelite was contacted to do the replacement. Safelite needed to open the trunk in order to replace the glass. In the process they damaged the keyless entry to the trunk causing the trunk not to open at all.
Safelite came out and could not open the trunk, so Safelite instructed Alexis to take it to a dealership which she did. In order to assess the trunk, they needed to open the it. Safelite requested a quote for repairs. The dealership had to dismantal the keyless entry in order to access the trunk and *** the damage.
Now Safelite is saying because the dealership worked on the trunk, Safelite is accusing the dealership of breaking the lock. I am not a mechanic but it does not take a rocket scientist to know you can't stand outside the vehicle and look at it, without touching it, and know what's needed in order to fix it. Safelite instructed my granddaughter to take it to the dealership because they could not get her trunk open, that they would pay for it. Now, after they found out the cost of replacing it they are refusing to repair the damage.
Not to mention they installed a defected glass that was to be replaced but cant be because of the trunk.The vehicle is my granddaughter only mode of transportation. She works full time and has children and needs her vehicle.
The dealership has had her car exactly one week now. She needs her car back.
User's recommendation: DO NOT USE SAFELITE
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Verified Reviewer | Cherry Hill, New JerseySafelite customer service
The worst customer service of any company. No regard for your schedule or if you are inconvenienced by their's.
Our first appointment was canceled on their end because they could not do our job by the end of their business day. The second appointment, 5 days later, was rescheduled without our knowledge for two days later, because they didn't want to go around PSE&G trucks on our street. The driver even lied to his manager saying that he spoke to us and we acknowledged his decision to not work on our vehicle. A total and complete LIE.
Meanwhile, we sit and wait for hours AFTER our scheduled time, only to discover he wasn't coming that day when we called the office. I was told the manager would call me back. Nope. They didn't call.
I wasn't surprised. I didn't think they would. We are so disgusted with this company. Not sure if every office is this bad, but we are dealing with the Cherry Hill, NJ one.
Don't bother trying to call them. It's like pulling teeth with a pair of bent tweezers reaching a live person, but even if you hit the lottery and get one, good luck getting anything you need. And, forget about a call-back.
You'll speak to Jimmy Hoffa before someone from their office. Negative 5 stars.
- Glass usually stays in place
- Everything else
Preferred solution: Apology
Did a bad job with my windshield
User's recommendation: Do not do good work
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Verified Reviewer | Saint-Étienne, Auvergne Rhône-AlpesHad an appointment Saturday ordered wrong part. Had an appointment Monday again ordered wrong part problem is not solved.
Preferred solution: Price reduction
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Verified ReviewerResolved: Billing
Company fixed the issue and I have been provided with apology.
Numerous phone calls have been made to get the refund. A refund was issued on invoice 01855-31**** dated 11/7/23 by manager Josh at 11575 W President Drive Boise Idaho 83713. As of this date 1/2/24 I still have received my refund. Finally located customer service phone number on 12/28/23.
Representative said it was initially issued on 11/14/23. Sadly refund was credited to my Visa which is no longer valid due to a compromised US Bank account. Representative said she would reissue refund via a Safelite check either on 1/2/24 or 1/4/24.
Tuesdays and Thursdays are the only days of the week Safelite processes checks. Im very frustrated if the lack of communication with Satellite.
Preferred solution: Full refund
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Verified ReviewerTrying to get my windshield replaced since August!
User's recommendation: Never go there.
This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ
Verified BuyerThey did not replace window with the correct tint. They did not put a tinted window.
- Manager did not ask to look at our vehicle for correct install
- Manager was not helpful in finding a resolution
- Poor customer service did not tell us that they will not install
Preferred solution: The same glass tint we had in the car. We were not informed that they do not tint glass. We did get three online requests for payment without inspection of work
User's recommendation: Go somewhere else that is trustworthy
Terrible Manager and Team
User's recommendation: stick to local shops!
Service
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Verified Reviewer | San Antonio, TexasDamage to vehicle by associate
I have called customer service 7 times. Each time they say they're sending a message to the store and district manager.
I have heard nothing on Safelites side about the damage to my car.
Abysmal customer service. These people aren't worth a "living wage."
This is the second time I've used Safelite and both times more damage was incurred (first time chip repair shattered my windshield). I inquired with the technician to which he replied, "I didn't do that." Both manager and tech were quite dismissive. I have contacted both corporate and the shop manager (manager made an uneducated attempt to gaslight me). The shop manager requested pictures of the damage and never replied.
I have contacted corporate every day since the incident to no avail. I get that accidents happen but for it to be handled like this?
Terrible customer support and service. USAA needs to discontinue their contract with Safelite.
- -0-
- Terrible customer service
Preferred solution: My car repaired.
User's recommendation: Take your car elsewhere
Call center for appointments is terrible
Made appointment for 8am at Long pond facility, called day before, and they said they didn't have anything scheduled. Then they said they scheduled it for 1pm at Long pond.
I get an email saying it is scheduled for Scottsville road. I call, they said yes it is Scottsville road. I said, but Long pond is where I wanted it, well they won't have your windshield, you need to go to Scottsville Road. So I head to Scottsville Road and get a text saying your service is complete at Long pond facility and I didn't even go there.
Your call center and automation is poor and disruptive. Your Technicians do a good job.
Scottsville was great. But agin your call center service is poor.
User's recommendation: Good Luck calling the call center
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Verified ReviewerService not right
- Inconvenienced
Preferred solution: Full refund
User's recommendation: Don’t use them
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer | Atlanta, GeorgiaNot happy with install
- Nt satisfied at all
- Not installed correctly
Preferred solution: A tech out to complete my appointment Today
User's recommendation: Do not deal with safelite
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerHorrible customer service
I had an appointment with a ridiculously long range of 8 am to 4 pm. By 3:33 pm, I had heard nothing so I called and you physically have to yell prompts at the chat bot to get a person.
First lady picks up, says she'll look into it and puts me on hold.
5 minutes later another person picks up.
I explain and she gets really condescending with me telling me this is the only repair tech in my state. When I said I really do not care but I need an ETA she talked over me and told me all the other places the tech had to go first.
She transfers me to a manager who was a complete *** and spoke condescendingly to me when I asked if the tech was even coming because I had stayed home 8 hours waiting.
I don't even want to use this company anymore. They're condescending, rude and have horrible customer service skills.
I am just going to cancel and use a legit company to give my business to. Never again Safelite.
Get some customer service training.
**the rep showed at 4:15. He hooked up a machine to fix the glass. Never knocked on door. No communication.
Didn't show us finished product. Are you KIDDING me?
- Poor customer service
- Rude staff
- Tech not arriving in time frame promised
Preferred solution: Apology
User's recommendation: DON'T use Safelite.
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Lol you clearly had aftermarket tint on your front driver and passenger windows. Vehicle/glass manufacturers never provide those windows tinted because it's against the law in some states. Pay $50-$90 to get it retinted clown.