Business Profile

Windshield Repair

Safelite Auto Glass, Inc.

Complaints

This profile includes complaints for Safelite Auto Glass, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,932 total complaints in the last 3 years.
707 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:03/07/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had to replace my windshield in 2020 and so I spent $350 for the windshield and then in 2022 I had to have it replaced again because it got distorted and now I have been trying to call Safelite because the windshield that I have now is distorted again and so I am tired of having them replace it and it keeps getting distorted so I am requesting a full refund so that I can get it replaced at a different windshield company and I can’t reach Safelite Customer service I have tried several different numbers and always reach a voice mail saying that no one can take my call
Business Response
Date: 03/08/2023
Hello,

We are very sorry for this experience you've had with us. I am one of the Customer Care Agents that was assigned to your case. Since reviewing your complaint, I will be escalating this issue to upper-level management and ask that they reach out to you right away. Please reach out via phone 1-800-638-8958 or email directly if you have further questions.
Sincerely
*******
Initial Complaint
Date:03/07/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing this complaint against Safelite in which I feel is bad bossiness practices in regard to a windshield repair on my vehicle. On 3/06/23 a technician came to repair two microscopic chips on my windshield but ended up damaging it beyond repair. The new windshield needs to be replaced. I called Safelite’s customer service to resolve the issue but told that Safelite is not responsible for the damage that was done by their technician.
Business Response
Date: 03/08/2023
Hello -

I am very sorry to hear about the inconvenience. When we attempt to perform a repair we're already working with damaged glass if there is a chip or crack present. Unfortunately, there is no way to determine how the glass will react to the repair process. The outcome of a repair is affected by many factors, including but not limited to:
- The age of the damage
- The size and location of the damage on the windshield
- Glass is a sensitive and unpredictable material
Unfortunately, if it does not hold we are not responsible. Our chip repairs are done to preserve the structural integrity of the glass. If the repair fails i.e. starts to crack out further or is not visibly pleasing; Safelite offers a money back guarantee to the paying party where we will credit the cost of the repair back to them; however, your deductible would apply if you have one. If you need further assistance we can be reached at 800-638-8958.
Initial Complaint
Date:03/07/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On March 6, 2023, I made an appointment with Safelite Glass in Virginia Beach, VA located at **** ***** *** My appointment was at 3:00pm, and I arrived approximately 30 minutes early (Sign in at 2:27pm). At 3:15p, my car was taken back to an undisclosed location, where I could not witness the work that was being done. I had a small nick on the passenger side of my windshield. I was told at check in that I was REQUIRED to sign a waiver, where if further damage ensued during the repair that "Safelite was not responsible", and that a consultation would be conducted by a Technician shortly. The "consultation" never took place. The Technician that worked on the nick in my windshield called me outside, where there were no witnesses, and very nervously explained that a 6 inch crack occurred during the repair process. (This crack didn't start from the nick, but occurred slightly above and below the nick). I asked the Technician what was going to be done to correct the issue and he referred me to "****" the Technician Lead. "****" and "****", the site Manager explained that it was now my problem because I had signed a "waiver". I filed a complaint with Safelite Corporate and was told "**** ****, District Manager would be contacting me". No response. There should be some level of accountability and integrity in the Technician's work. It should be reviewed and communicated that attempts to repair would result in further damage. You don't just have someone sign a waiver, take a vehicle out of sight for repair and bring it back with worse damage and say its the customer's responsibility to take it up with their insurance company. I should not be responsible for the replacement. These business practices are highly unethical and deceitful. Technicians should have the necessary certification to repair the item effectively, or know when NOT to proceed without the customer's approval. The necessary precautions were not taken.
Business Response
Date: 03/08/2023
Hello,
We are very sorry for this experience you've had with us. I am one of the Customer Care Agents that was assigned to your case. Since reviewing your complaint, I did escalate this issue to upper-level management and ask that they reach out to you right away.
Please reach out via phone 1-800-638-8958 or email directly if you have further questions.
Sincerely,
*******
Initial Complaint
Date:03/07/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Had Safelite come out to fix a chip in the glass. They left the crack dis-colored like they used old resin or they left dirt in the glass and filled it with resin. Looks horrible Want them to cover the deductible for a replacement.
Business Response
Date: 03/07/2023
Hello,
Thank
you for contacting our office. I’m so sorry that the repair on your vehicle has
failed. While we do have a very high success rate with our repairs, there is no
way to determine how the already damaged glass will react to the repair
process. The outcome of a repair is affected by many factors, including but not
limited to:
            - The age of the damage
            - The size and location of the
damage on the windshield
            - Glass is a sensitive and
unpredictable material

Our
chip repairs are done to preserve the structural integrity of the glass and not
for cosmetic purposes. If the repair fails i.e. starts to crack out further or
is not visibly pleasing; Safelite offers a money back guarantee where we will
credit the cost of the repair toward the replacement of a new windshield; however,
your deductible or out of pocket cost would apply. If you are interested in a
quote, please feel free to contact us at 800-638-8958.
Customer Answer
Date: 03/07/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 19547715

I am rejecting this response because: This was absoliutly Safelites fault. Repair tech needs retraining. My glass should not be brown Multiple complaints with this location. At what point does your company take responsibility for anything?

I will take this all the way up.

Regards,

***** ***** ******
Business Response
Date: 03/10/2023
Hello,
I’m so sorry that the repair on your vehicle has failed. Our chip repairs are done to preserve the structural integrity of the glass and not for cosmetic purposes. If the repair fails i.e. starts to crack out further or is not visibly pleasing; Safelite offers a money back guarantee where we will credit the cost of the repair toward the replacement of a new windshield; however, your deductible or out of pocket cost would apply. Safelite is not responsible for the replacement deductible for a failed repair. If you are choosing to get the windsheild replaced this would be $500 deductible. Please feel free to contact us at 800-638-8958 if you have further questions.

Thank you
******
Initial Complaint
Date:03/06/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
They replaced the windshield on my Honda Ridgeline last April. It's had an air leak since that time. It took a while to realize there was an air leak or maybe it developed or got worse over time. I called SafeLite and the manager told me that it was probably not an air leak. He said, "You would have noticed that sooner". I then took the car and had all the door seals check. They told me it was the windshield. Then I made an appointment with SafeLite . The manager then agreed to replace the windshield under the warranty. I made an appointment. Then they called me to tell me they had to cancel the appointment because the glass was not available. They said, they have no idea when the glass will be in stock. That same day, I called the local Honda dealer. The parts person said they could have the glass in stock in 3 days. I've emailed SafeLite since then and they are not responding to me. It's also impossible to get a live person on the phone with them. At this point, I'm just being given the runaround. Can you assist.
Business Response
Date: 03/07/2023
Hello,

Thank you for
contacting our office. I’m sorry for the delay in responding to your request. Our
records show that your appointment is scheduled for In Shop: March 14th at 10:00 AM. Please feel free to contact us if this information is not
correct or if you need further assistance. Please contact us by email or by
phone at 800-638-8958.
Customer Answer
Date: 03/08/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 19545693

I am rejecting this response because: I had to reschedule the appointment myself. No one ever called me back to reschedule. At this point I'm just waiting for someone to call me and cancel the appointment as they did the last time. This matter is not resolved until the windshield is actually replaced.

Regards,

******* *********
Business Response
Date: 03/10/2023
Hello,

We are sorry for this matter and we have escalated this to the upper level management team in the shop. Please call 1-800-638-8958 if you have further concerns.

Thank you
******
Customer Answer
Date: 03/13/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I accept the business's response to resolve this complaint.

Regards,

******* *********
Initial Complaint
Date:03/03/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had gone to Safelite on 02/27/2023 to get my windshield replaced through All State Auto Insurance. Extremely horrible and poor quality of work done.

1.) my perfectly intact Headliner (interior fabric part) was horribly reinstalled by the Safelite tech causing to fix something that was never broken.

2.) Safelite installed an already cracked windshield (passenger side)

3.) The trim that hold the windshield together Terribly installed where the passenger side popped off in the middle of me driving on the freeway today morning on my way to work 03/03/2023 which is hazardous. And the left trim is also protruding.
Business Response
Date: 03/06/2023
Hello,

We are very sorry for this experience
you've had with us. I am one of the Customer Care Agents that was assigned to
your case. Since reviewing your complaint, I did escalate this issue to upper-level
management and ask that they reach out to you right away. Please reach out via
phone ************** or email directly if you have further questions.

Sincerely,
******
Customer Answer
Date: 03/06/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 19534852

I am rejecting this response because:
I have been Awaiting the district manager of Texas to contact me after the matter was escalated. Only the store manager contacted to whom I did express i would still wish to speak with the District manager: ****** *****.I was advised to expect a call within 48hrs on 02/28/2023 and has still not contacted me as of 03/06/2023 via any method of communication nor left any voicemail /emails.

Regards,

**** *******
Customer Answer
Date: 03/13/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 19534852

I am rejecting this response because: I have responded via email so there is no room for miscommunication or missing each others calls. All communications will only be via email.

Regards,

**** *******
Business Response
Date: 03/15/2023
Hello,

We received this response from the District manager --Called customer last week and again today. left messages with phone # & email waiting for a response.

?
****** ***** | District Manager
Initial Complaint
Date:03/03/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
ently had my 2023 Toyota Highlander at Safelite for front oem windshield replacement. I dropped my vehicle Monday the 27th for my appointment on Tuesday. I was called on Monday night and was told that the windshield was never sent from Jacksonville and they were unsure of the eta for delivery. Tuesday morning Safelite called again and said never mind windshield is in it was just sent to a Fort Myers location and we are sending a technician to pick it up and we will have your vehicle ready today. An hour and a half later I received a voicemail in which it stated my front camera was recalibrated, everything is good, vehicle is ready for pick up. This particular model Highlander has a keypad in the interior by the a pillar on the driver side. The purpose of this part is to be able to lock/unlock etc the vehicle through your smart phone. In order to replace the windshield, the keypad has to be removed as it is installed onto the glass. On my way home I noticed I was getting an alert on my phone alerting me that my vehicle had several connectivity issues due to the key pad malfunctioning. The keypad was hanging from the a pillar, not attached to the glass whatsoever I took a closer look, and it has three different cracks/ indentions in the plastic from where the technician tried taking it off. Now mind you when I picked up my vehicle no one mentioned to me that the part was uninstalled and damaged. I called Safelite spoke to **** who is the store manager at this location and he pretty much told me that this is something that cannot be installed or programmed at Safelite. It Has to go through the dealer. At that point I complained as to why wasn’t I given the heads up or option of taking my vehicle straight through Toyota to have the glass installed and part replaced all at location, especially since they knew they could not deliver my vehicle back to me in the same condition I dropped it off except for the glass of course. He told me this is the third Highlander they run into with this part and unfortunately there’s nothing he can do to assist me further he directed me to get in touch with my insurance although Safelite is who damaged the part trying to remove it from the windshield and **** wanted no parts of it. **** was dismissive and unhelpful. I Contacted travelers that night and was directed to ******* ******* who stated is employed with Safelite. He apologized and told me Safelite was going to take care of the replacement of the part. He advised me to get a quote for the repair and to email it over to **** *****, as well as ******* ********. I’ve emailed both of those gentlemen 3 days ago and I’ve yet to get an email response back or a phone call. I’m going on day 3 days with this issue now. I am not going to fill out the survey I received until this issue is taken care of. I understand business is booming due to the hurricane and everyone is overwhelmed. I worked in the automotive industry for 10 years, i understand how this works. However I don’t appreciate the lack of effort to help me resolve an issue you’ve created!
Business Response
Date: 03/06/2023
Hello,

We are very sorry for this experience
you've had with us. I am one of the Customer Care Agents that was assigned to
your case. Since reviewing your complaint, I did escalate this issue to upper-level
management and ask that they reach out to you right away. Please reach out via
phone 1-800-638-8958 or email directly if you have further questions.

Sincerely,
******
Initial Complaint
Date:03/03/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had my window shield repaired in January. The technician out of the Union City, Georgia location did a horrible job. I have been using this company over 10 years and never had an issue. When I called to complain, they told me now I need to buy a new windshield because they don’t do second repairs.

The first repair wasn’t done correctly and I will not pay a $1000 deductible for a new windshield when this windshield is repairable. The crack is getting longer since the repair.

This company needs to do the right thing here!!
Business Response
Date: 03/06/2023
Hello,
I
am very sorry to hear about the inconvenience. To elaborate, when a customer has a chip or a
crack in their glass the windshield is considered compromised/broken.
Unfortunately, there is no way to determine how the glass will react to the
repair process. The outcome of a repair is affected by many factors, including
but not limited to:

- The age of the damage

- The size and location of the damage on the windshield

- Glass is a sensitive and unpredictable material

Our
chip repairs are done to preserve the structural integrity of the glass and not
for cosmetic purposes. If the repair fails i.e. starts to crack out further or
is not visibly pleasing; Safelite offers a money back guarantee to the paying
party where we will credit the cost of the repair back to them; however, your
deductible would apply if you have one. At this point, we are respectfully
declining your request for us to take liability. If you need further assistance, we can be reached at 800-638-8958.

Customer Answer
Date: 03/06/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 19532251

I am rejecting this response because: the tech didn't do a good job. I have pictures before and after. I am also prepared to take the local office (Union City) store to small claims court if you don't make this right. I will not let this go until I am made whole and I am completely satisfied.

Regards,

****** ******
Customer Answer
Date: 03/13/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 19532251

I am rejecting this response because: your tech damaged my windshield. It looks worse that it did before the repair. The cost of a new windshield will be on your company and not me. I am suing your local shop here in Atlanta through small claims court to be made whole. I will start the process today. I recorded your tech and I have all the pictures of the subpar work.

Regards,

****** ******
Business Response
Date: 03/15/2023
Hello,
I am very sorry to hear about the inconvenience. To elaborate, when a customer has a chip or a crack in their glass the windshield is considered compromised/broken. Unfortunately, there is no way to determine how the glass will react to the repair process. The outcome of a repair is affected by many factors, including but not limited to:
- The age of the damage
- The size and location of the damage on the windshield
- Glass is a sensitive and unpredictable material

Our chip repairs are done to preserve the structural integrity of the glass and not for cosmetic purposes. If the repair fails i.e. starts to crack out further or is not visibly pleasing; Safelite offers a money back guarantee to the paying party where we will credit the cost of the repair back to them; however, your deductible would apply if you have one. At this point, we are respectfully declining your request for us to take liability. If you need further assistance, we can be reached at 800-638-8958.
Initial Complaint
Date:03/02/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
0/10 RATING! Had service from Altamonte store in FL for 2/17 between 8am-12pm mobile got a call to reschedule due to not enough tech so no one can come way and tried to schedule the following week. Stated I needed work done ASAP due to already waiting a week for Apt. System was override to set apt for Saturday 2/18. Tech had the wrong glass and had to order the correct one due to also not being in store with no ETA. 2/20 got a call windshield is in after just pulling the claim from insurance. Request to have claim sent back to safelite to schedule.Next appt was set for Wed. NO Tech Showed up! C/b store spoke w/Maria who research and advise appt was canceled due to wrong windshield listed on work order and was never replace for correct one to order. Took a week to find out only EOM windshield is available for my car and now being denied by insurance ,due to the lack of communication to provide reason for EOM glass. Had to reach out to my insurance on Numerous times due to their failure in doing so. Rescheduled for another apt 2/24, as much times as I’ve told them I’m unable to come in shop and need mobile service . I took the day off to get this over with. Worker advise that a 10am Appt was dropped and could come in the shop, took offer instead of waiting another week for mobile service. I was at the shop from 9:36 am until 1:47pm and was giving a 3 hour window time max. My car was started at 9:50am, at 11:25 am a tech advise windshield is in Just have to recalibrate and can take 20-30min. 30 min became an hour. I had to ask for an ETA , customers with appts after me left before me. I was then told they’re having issues and on the phone with tech support. Should be ready in 20 more min turned into 1hr. Reached out for another ETA STILL UNSUCCESFUL! was told to get recalibration done with dealership which charging $495. I Was guarantee service of recalibration w/ Safelite being covered under service and to then discover air coming through the windshield 2 DAYS LATER.
Business Response
Date: 03/06/2023
Hello,

We are very sorry for this experience
you've had with us. I am one of the Customer Care Agents that was assigned to
your case. Since reviewing your complaint, I did escalate this issue to upper-level
management and ask that they reach out to you right away. Please reach out via
phone ************** or email directly if you have further questions.

Sincerely,
******
Business Response
Date: 03/20/2023
Hello Customer was contacted and this issues on our end is marked as resolved.

Thanks
Initial Complaint
Date:03/02/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On January 18th 2023 Safelite replaced the front windshield on my 2018 F150 Lariat truck. Shortly thereafter we noticed that the windshield wiper control was not working properly, but we never connected the problem to the replacement of the windshield.

We decided to take the truck to Supreme Ford and they discovered that the wiring going from the wiper switch to the windshield was improperly wired by Safelites technician. It took Supreme Ford two whole days to trace the problem and on day two they called me and asked me if the windshield had recently been changed and I said yes on January 18th. Supreme Ford charged me $923.67 for the repair and I had to rent a car for two days @ $125.26. I want Safelite to reimburse me for the repair that that caused and the rental of the car which total $1048.93.
Business Response
Date: 03/06/2023
Hello,

We are very sorry for this experience
you've had with us. I am one of the Customer Care Agents that was assigned to
your case. Since reviewing your complaint, I did escalate this issue to upper-level
management and ask that they reach out to you right away. Please reach out via
phone 1-800-638-8958 or email directly if you have further questions.

Sincerely,
******
Customer Answer
Date: 03/07/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 19530779

I am rejecting this response because:
Hi, a gentleman. named ***** ******** called me yesterday and I explained how Safelites service tech did not properly connect the harness to the windshield wiper controller and it caused it to malfunction
as per the report that I got from Supreme Ford. Mr. ******** said he was going to call the Service adviser at Supreme Ford which is ******* ******* and get back to me. I have not heard back from
***** ******** so this case is not settled. Safelite created the problem and I am demanding a refund for the repair to my truck and also a reimbursement for the two days I had to rent a car.

Regards,

***** *******
Business Response
Date: 03/10/2023
Hello,

I have re-escalated this matter and have asked for the District managers follow up.

Thank you
******

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