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.
- 704 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/07/2023
Type: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 called AllState on 1/23/23, who then transferred me to Safelite for a glass claim. The representative I worked with told me that my glass repair was covered. I specifically asked if the repair was free. She said yes. I texted my mother while on the phone with this representative: “Free through Safelite. Not a comprehensive/collision claim.” I received a voicemail today from Safelite confirming my appointment, and reminding me that the cost of $970.52 would be due upon arrival. I called back immediately. I was transferred between Allstate and Safelite numerous times. I finally asked for a Supervisor. ***** is pulling the call to confirm the misquote. I expect the services to be done for free because that is what I was told.
Business Response
Date: 02/09/2023
Hello,
We are sorry for this trouble. We are working with our quality team to see what occurred on the call that was made to our company. We will update you when we hear back. Please let us know if we can help further.
Thanks
******
1-800-638-8958
Customer Answer
Date: 02/17/2023
[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,
******* *****Customer Answer
Date: 02/23/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 19349173
I am rejecting this response because: a technician showed up at my workplace on Friday, February 17th as scheduled; however, they informed me the job could not be done due to recalibration issues. I was told I’d need to bring my car into a shop. I was also told that his Manager would call me. No one has called. This is turning into a nightmare. I need someone to call me to arrange a time for me to bring my car in. My phone number is *************
I started this claim with Safelite on 1/23/23. It has now been a month. The Supervisor who reviewed my calls left two voicemails from unknown numbers. Can someone please make this right?
Regards,
******* *****Business Response
Date: 02/24/2023
Hello,
We reviewed the calls and agreed to cover all the charges for the invoice listed below. The installation is showing completed. Please reach out to 1-800-638-8958 if you have further concerns.
Part Number SPS Glass Type Price Task
RECAL DYNAMIC - Bosch ADAS RECALIBRATION $250.00 Recal
*********** N WINDSHIELD $645.53 Glass
Subtotal: $895.53
Tax: $62.69
Total: $958.22COVERED BY SAFELITE ********
Thank you
******
Initial Complaint
Date:02/07/2023
Type: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.
The company promised to replace and correctly install my windshield, they did not. The replacement windshield leaked, and water came into the car, damaging the car’s camera features. The company has ordered a (new) replacement glass from BMW but has no estimated arrival date. They will not know the extent of the damage to the camera system until the new windshield arrives and is installed. At that point, they “expect” to have to refer the car to BMW Service to fix the camera. There is still no resolution and they refuse to just let BMW do everything rather than let this take weeks to get any answers.Business Response
Date: 02/09/2023
Hello,
Please accept my sincerest apologies for this trouble you have been experiencing. We have escalated this matter and have requested the approval of the OEM glass from your insurance company through our pricing team to expedite a resolution to this situation. As soon as we have more details, we will be calling you to follow up. Please reach out via phone 1-800-638-8958 or email directly if you are needing further assistance.
Thanks-Business Response
Date: 02/23/2023
Hello,
We assisted the customer and installed the OEM glass under warranty on 2/10. Everything has been closed out on our end. Please let us know if we can help further.
Thank you
******
1-800-638-8958
Initial Complaint
Date:02/06/2023
Type: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 8/31/2022, Safelite auto glass perfomed a windshield glass replacement for my car. The total cost is $1,329.40, invoice number **********.
The technicial broke my VIN tag on the car while replacing my windshield glass. The staff promised to get a new one and replace it for me. But I have not heard from them since 8/31/2022.
I called Safelite auto glass multiple times, they were either not answering the call, or they said they will call me back but never did.
My VIN tag is still broken and may get pulled due to this issue. I would like the safelite auto glass to resolve this issue ASAPBusiness Response
Date: 02/09/2023
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,
*******
Customer Answer
Date: 02/17/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 19343161
I am rejecting this response because:I have not received the service they promise to provide. We have an appointment coming but I do not know if the bussiness will cancel the appointment last minute (which happened a couple of times already)
Regards,
*** ***Customer Answer
Date: 03/03/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 19343161
I am rejecting this response because:I have not received the service that company promised. The apppointment is scheduled but it was canceld multiple times before. I cannot accept the resolution until the appointment is done this time and the issue has been resolved.
Regards,
*** ***Business Response
Date: 03/06/2023
Hello,
We have reached out to shop management to assist further we do apologize.
Thanks
******
Initial Complaint
Date:02/06/2023
Type: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.
I believe I was scammed by Safelite when they came to my house to repair a chipped windshield. Before the technician started the work, he told me that Telsa windshields were notorious for cracking and if the crack goes anywhere near the camera, the ($1500) windshield would have to be replaced. He also mentioned that if the top glass gets chipped/cracked, they have to replace the windshield, top glass and rear glass at a cost of over $4000. I immediately felt like I was being set up for a scam. Well sure enough, he managed to make it crack towards the edge and towards the camera too. However, I can't prove it.
I took the vehicle into their shop on Saturday (2/4) to have the windshield replaced and it cost me $1000 (my deductible). And once I returned home, I noticed that they apparently had chipped the top glass on the front edge during the replacement and didn't bother to tell me, hoping I wouldn't notice.
I returned to the business on 2/6 and they claim that the top glass was already chipped. They showed a very blurry picture and you could not tell if it was the new or the old windshield. They did not have a close up image nor any reason why that they didn't mention it when I picked up the vehicle.
I am a retired cancer survivor on a fixed income and cannot afford the costs associated. The Safelite work order # is **********Business Response
Date: 02/07/2023
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: 02/08/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 19340364
I am rejecting this response because:The manager of the store called me and still claims that the chip was there prior to the repair. The image of the windshield was extremely blurry and they did not take a close up of the chip, nor did she have a good excuse why I wasn't notified prior to the repair or offer to fix it while they had it in the shop. She was supposed to send me all of the images taken, but hasn't done so yet. I filed a fraud complaint with the AZ Attorney General's office.
Regards,
***** ******Business Response
Date: 03/09/2023
Hello,
Please see the attached letter that needs to be signed and returned via email. There was a separate email sent as well. Please return with address verification so a check can be sent over night as good will gesture.
Thank you
******
Customer Answer
Date: 03/10/2023
Better Business Bureau:
I accept the business's response to resolve this complaint.
Regards,
***** ******Initial Complaint
Date:02/04/2023
Type: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 9, 2023 I went to Safelite to have a repair on my windshield. I went to this company because they specifically say on both the website and phone message that they back their work with a guarantee on their repairs and replacements. Less than a month later on February 2, 2023, the chip that they said they repaired has turned into a large crack spanning top to bottom of my windshield. After contacting them directly, they are now stating they offer no guarantee on repairs and will not make any efforts to resolve this issues despite the website and phone message stating otherwise.Business Response
Date: 02/07/2023
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:02/02/2023
Type: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 scheduled an appointment with Safelite to have my Windshield repaired for today Thursday Feb 2nd between 12 and 5pm, the technician ******* called me this am to confirm the appointment, no one called and no one showed up today to replace my windshield. I had to pay $20 to park in a garage that is accessible for them to fix the windshield. I tried ot call their customer service line and was disconnected 3 times. I tried ot call the company service line and got a recording that says no one is available. I tried to call the technician and there is no answer
I need to have a response from this company and I want to be reimbursed for the $20 that I should not have to pay for parking when they never did the service. I already pay ot park in a nearby lot that is not accessible for their van
******** ****Business Response
Date: 02/06/2023
Hello,
We are sorry for this trouble and we will send the $20 to you via check to the address that we have on file.
Thanks
******
1-800-638-8958
Initial Complaint
Date:02/01/2023
Type: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 have had a claim since June 2022 with Safelite- Claim Number 008216993800 for a windshield replacement for my car. The local manager, ***** (he refuses to give me his last name...stating "That's all you need to know") has told me multiple times that he will call me when the replacement comes in. I have been told twice that Safelite has my windshield and brought it to the local store once and then been told the windshield was not the correct once. The next month Safelite came to my house and took my old windshield off to replace it with yet another incorrect windshield. In trying to replace the original windshield, the technician then made the crack in the original windshield widen across the entire windshield. He then put the original back and told me the replacement was incorrect. With the larger crack now going across the windshield, I cannot get the car inspected as the crack went across the middle of the windshield after he replaced it. I have been told every time I call the local store that they are unable to replace the windshield and I should go to the dealership, yet they refuse to inform my insurance company, USAA, of that fact, leaving me with an undrivable car. Safelite also refuses to give any written confirmation that they are unable to replace my windshield so I can give that to my insurance company, USAA. I have tried numerous times without resolution to get this resolved with Safelite. USAA keeps referring me to Safelite to get it resolved.Business Response
Date: 02/02/2023
Hello,
Please accept my sincerest apologies for this poor 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 give you a call and left a voicemail. I would be more than happy to assist you in getting this rectified. In the meantime, I will be escalating this issue to upper-level management. Please reach out via phone 1-800-638-8958 or email directly.
Sincerely,
*******
Initial Complaint
Date:01/31/2023
Type: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.
Safelite replaced my windshield with work order #************
they scheduled warranty replacement # ************ for Jan 27 2023
The tech, Marco, came out on Friday. He looked at the vehicle and said he wasn’t able to do a warranty replacement because he didn’t have the paperwork or because it is not authorized.
Since then they have not responded to 2 emails to customer service - their website just says the work is pending
thanks for your help, *** *****Business Response
Date: 02/02/2023
Hello,
Thank you for contacting our office. 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. Below is a summary of our conversation on the phone this afternoon and the attached inspection photo as requested.
Our National Lifetime Warranty covers manufacturing defects and workmanship for as long as you own or lease the vehicle. It does not cover new damage caused by objects hitting the windshield. In reviewing your case, I can see the technician took a photo of the damage at the warranty appt on Jan. 27th. I have attached the photo to this email for reference. The point of impact in question is visible as the white spot on the crack about a centimeter in from the black rubber molding.
If you still have concerns, you are welcome to visit our Safelite Autoglass location at 1902 Aerotech Drive in Colorado Springs, CO 80916 AEROTECH DRIVECOLORADO SPRINGS , CO 80916. One of our associates or managers there would be happy to address your concerns and review the cracked windshield with you.
If you would like pricing for a windshield replacement, please contact us at ************* Please reach out to Customer Care via phone 1-************ or email if there is anything else we can assist with.
Have a great day -
*******
Initial Complaint
Date:01/31/2023
Type: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.
Hello,
I had made an appointment for a windshield, driver front window, and driver back window replacement originally for Jan 16th (first available when I called end of December). They cancelled for unknown reason. Second date was Jan 17th, cancelled because driver sick. Third date was Jan 23rd, and cancelled due to ordering the wrong part. Fourth date was today Jan 31st, to which I had to call multiple times to see if my appt was still happening. I was told the person would be at my house in 20 minutes. I never received a call. I had to call my insurance to get an extens my rental car, who called Safelite, who told my insurance they still don’t have the part for my car. I’m upset I never got a call about this after taking the day off work to get this done, I’m upset the part was ordered wrong to begin with, and I am upset with the lack of responsibility and lack of care this company has. Seems like because I’m going through my insurance I’m not getting the quality of care I should be getting. I have had to postpone me driving back to California and starting a new job for a month, which has also cost me money as I also sent money for a down payment for an apartment! I explained this and for no care and no priority after being cancelled FOUR times is upsetting! It is not my fault whoever ordered my windows ordered incorrectly and is now causing me more money than necessary. Please, I look forward to hearing from someone. I am a manager myself and hate causing commotion, but this experience has been beyond exhausting. It shouldn’t take 4 weeks and four cancellations to finally get my windows taken care of. I appreciate your time in reading my complaint and I apologize for sounding rude.Business Response
Date: 02/02/2023
Hello,
Please accept my sincerest apologies for this poor 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 give you a call and left a voicemail. I would be more than happy to assist you in getting this rectified. In the meantime, I will be escalating this issue to upper-level management. Please reach out via phone 1-800-638-8958 or email directly.
Sincerely,
*******
Customer Answer
Date: 02/02/2023
[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,
******* *******Business Response
Date: 02/03/2023
Hello,
Great thanks we are glad we could assist please let us know if we can help further.
Thanks
******
Initial Complaint
Date:01/30/2023
Type: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 a new windshield installed in my truck on Jan. 6, 2023 at the Chesapeake, Virginia shop location. I had it done there since I was told mobile service wasn't available in my area. The seal on this windshield has failed across the top. The windshield was actually moving out of place, and now leaks inside. This happened on Jan. 25, 2023. I have made multiple calls to Safelite, and was told a manager from the Chesapeake location would be contacting me. Today is Jan. 30 and I had no call from them. I called in again, and they are telling me once again there can be no mobile service in my area. We have seen multiple Safelite vans in our neighborhood since the windshield was replaced. The customer service representative on the phone said the vans are doing different things, some are repairs, some are replacements. Since this is a seal replacement and the glass is intact, this seems to be a poor excuse. They also say there is a 90 mile maximum for mobile repair, and I am at 94 miles. He said the manager could approve it anyway, but they did not. I went ahead and made the appointment for the shop, however my daughter said there is no way the truck will make it that far with the windshield like it is. We are going to have to repair it ourselves. I chose Safelite because of their good reputation, but I am regretting that now. I will use a different vendor next time I need windshield service.Business Response
Date: 01/31/2023
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,
*******
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