Jacob R Ton

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Verified Reviewer

Damage to Vehicle

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Hello, I had my windshield replaced yesterday and the tech who performed the service damaged the paint protection film on my vehicle. The film was only 3 weeks old and in perfect condition prior to this service being performed. I would like to file a claim for reimbursement of the paint protection film. The cost of the film is $636.54 and will require replacement as there is now 2 holes left in the film.
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Loss:
$636

Preferred solution: Replacement of my hood paint protection film

Anonymous
map-marker Oklahoma City, Oklahoma

Poor customer service

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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.

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User's recommendation: DO NOT USE SAFELITE

Debbie M Xyi

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Verified Reviewer
| map-marker Cherry Hill, New Jersey

Safelite customer service

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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.

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Pros:
  • Glass usually stays in place
Cons:
  • Everything else

Preferred solution: Apology

Tiffany B Etz
map-marker Charlotte, North Carolina

Did a bad job with my windshield

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Broke clamps to my rearview mirror it have fell again and need some to come to my home a fix. Had it done In Fayetteville North Carolina. My contact number is 910- 387-****. Thank you
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User's recommendation: Do not do good work

David T Qyt

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Verified Reviewer
| map-marker Saint-Étienne, Auvergne Rhône-Alpes

Had an appointment Saturday ordered wrong part. Had an appointment Monday again ordered wrong part problem is not solved.

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Had an appointment Saturday brought it into your warehouse shop whatever ordered wrong part new appointment Monday ordered the wrong part again. It is now Wednesday problem is not resolved.
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Loss:
$250

Preferred solution: Price reduction

Resolved
Tom C Lfb

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Verified Reviewer

Resolved: Billing

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Updated by user Jan 17, 2024

Company fixed the issue and I have been provided with apology.

Original review Jan 02, 2024
Please call me to explain my issue at 208-631-****. It involves a refund of $63.58 for lifetime wiper blade replacement policy.

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.
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Loss:
$64

Preferred solution: Full refund

Karen D Sbo

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Verified Reviewer

Trying to get my windshield replaced since August!

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Safelite Autoglass - Trying to get my windshield replaced since August!
An employee has been here twice with the wrong windshield, twice I brought my car to the shop, waited over an hour to only be told they dont have the correct windshield. I am absolutely irate!
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User's recommendation: Never go there.

T and T C

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 Buyer

They did not replace window with the correct tint. They did not put a tinted window.

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Safelite Autoglass - They did not replace window with the correct tint. They did not put a tinted...
Safelite Autoglass - They did not replace window with the correct tint. They did not put... - Image 2
Poor customer service. They do not resolve issues. They dont tell you they cannot do tinting until after a no tint window is installed. Go somewhere else that is trustworthy. You cannot get a phone number to resolve issues. Manager is very unreliable and do not tell facts upfront but want money upfront.
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Loss:
$500
Cons:
  • 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

1 comment
Guest

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.

Anonymous
map-marker San Francisco, California

Terrible Manager and Team

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I made an appointment online to have my windshield replaced at the Redwood City shop and I talked to a manager named Erika and she assured me I would have my car up and ready in 30 minutes. Long story short, since I was watching the guy who was doing the job, looked like he didn't know what he was doing. I waited 3+ hours for a small crack to get fixed. Terrible experience, all they do is lie to you and the manager should be fired!
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User's recommendation: stick to local shops!

Ozell Mtq

Service

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Zero customer service , phone nr completly useless, just work with your local shops to avoid issues.
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JOHN S Him

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Verified Reviewer
| map-marker San Antonio, Texas

Damage to vehicle by associate

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Safelite Autoglass - Damage to vehicle by associate
Safelite Autoglass - Damage to vehicle by associate - Image 2
Updated by user Sep 23, 2023

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."

Original review Sep 16, 2023
I had an appt for a chip in my windshield to be replaced. The chip was fixed flawlessly however, when my car was returned to me, there were 3 scratches in my car door (pictures posted).

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.
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Loss:
$1800
Pros:
  • -0-
Cons:
  • Terrible customer service

Preferred solution: My car repaired.

User's recommendation: Take your car elsewhere

Anonymous
map-marker Rochester, New York

Call center for appointments is terrible

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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.

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User's recommendation: Good Luck calling the call center

Rodney M Vyf

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Verified Reviewer

Service not right

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Safelite Autoglass - Service not right
Safelite Autoglass - Service not right - Image 2
Safelite Autoglass - Service not right - Image 3
Rear window was not properly put in I have water from the rain all over my back seat this is actually the second time Ive gotten poor service from you all the last time my antenna was broken off,, and I probably wont stick around for another time
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Cons:
  • Inconvenienced

Preferred solution: Full refund

User's recommendation: Don’t use them

Patrick D Ogk

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Verified Reviewer
| map-marker Atlanta, Georgia

Not happy with install

Incomplete install. Tech rescheduled my appointment Without my consent... I need a te out to complete my schedule appointment today
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Loss:
$100
Pros:
  • Nt satisfied at all
Cons:
  • Not installed correctly

Preferred solution: A tech out to complete my appointment Today

User's recommendation: Do not deal with safelite

Tracy _123

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Verified Reviewer

Horrible customer service

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Original review Jan 20, 2024

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?

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Cons:
  • Poor customer service
  • Rude staff
  • Tech not arriving in time frame promised

Preferred solution: Apology

User's recommendation: DON'T use Safelite.