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.

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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:07/02/2025
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 initially scheduled a mobile appointment for a windshield replacement on 06/25/2025 for a small crack in my front windshield. I was sent a confirmation email from the company the morning of the appointment and shortly afterwards I received a phone call that the glass came in damaged and I needed to reschedule. I rescheduled for June 28 and also received an email confirmation that morning followed by a phone call informing me that once again the replacement windshield came in damaged and I would again need to reschedule. I rescheduled and my windshield was replaced today July 2 but in the process the technician broke the windshield wiper assembly bar under the hood on my passenger side and I now only have 1 windshield wiper. The technician took responsibility for breaking it and told us Safelite would be able to fix it in their shop. He sent the information to his manager but we are waiting for follow up addressing this. I have taken off 3 work days so far to have the windshield replaced and now will have to take time off to have this repaired. I will now have to drive in Summer rain storms with a single windshield wiper until this is fixed.I am very disappointed with the service at this point
Business Response
Date: 07/03/2025
Hello and Good afternoon!

I am reaching out to you regarding your complaint. I greatly apologize about this damage that occurred during your replacement and will be more than happy to help resolve. I have called you and we spoke briefly on the matter. I also spoke with manager *** at the safelite shop, he is aware of the matter and the parts are on order. I requested as well he call you to discuss this matter further. If you have any questions or concerns we can be reached here or ************. We look forward to assisting and hope you have a great day!

Thanks so much!

Devonta
Customer Answer
Date: 07/05/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23550273

I am rejecting this response because:
Although the technician came on 6/5 to fix the damage, I had to take 4 days off from work for all of the appointments scheduled (2 canceled the morning of the appointment to replace the windshield), the 3rd when the windshield was actually replaced and the 4th to repair the damage to the windshield wiper apparatus. What should have required me to use 2 hours of my work day in actually required 4 days.
Reimbursement for all of my time required should be considered in this manner.
I am also hoping that the patch job as opposed to waiting for the replacement part actually holds.

Regards,

******** ******
Business Response
Date: 07/08/2025
Hello and Good afternoon!

We greatly apologize and have asked the management team to reach out to your about this matter. We would like to ask as it shows you would like compensation. Is there an amount that your looking for as it would help with trying to find resolve for your complaint? As work was advised to be completed which we are very happy to hear.

Thanks so much!
Devonta
Customer Answer
Date: 07/08/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23550273

I am rejecting this response because:
I would appreciate compensation for the 4 days of scheduled visits it took to complete this job. $500 would seem fair.
Regards,

******** ******
Business Response
Date: 07/09/2025
Hello and Good afternoon!

I have reached out to the shop on the matter and to see what they would be willing to do, They advised When the customer reported this to them last week, which was the morning after the work had been completed, they reached out to them immediately with the intention of sending a tech out same day to try and give them a temporary solution to their problem. The customer did not want them to come until Saturday, which we did. The part on the vehicle had pre-existing corrosion, but the technician did not take pictures of it, so they ordered a new part. The part was ordered with an ETA of 7-10 days, which was explained to the customer. Unfortunately the part was received scratched from the warehouse twice for her appointments. They are willing to offer an $50 on top of the replacement part as compensation for her time. We can also assist with issuing a $50 goodwill as well. Please let us know if this will work and we would be more than happy to get this sent out to you!

Thanks so much!
Devonta

Customer Answer
Date: 07/09/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23550273

I am rejecting this response because:
I dispute the timeline stated. The freehold shop did not contact me until I filed a complaint with BBB. $100 is really not enough to compensate for having to reschedule 2 appointments at the last minute and then 2 actual appointments to replace the windshield and fix the damage. The initial technician did take responsibility for breaking the part. Can we arrive at a total of $300 reimbursement to close this complaint?
Thank You

Regards,

******** ******
Business Response
Date: 07/11/2025
Hello and Good afternoon!

After looking into matter more and speaking with the shop on the matter they have came to agree to issue you the $300 goodwill. If you could provide us with a good address to issue the goodwill we would be more than happy to get that setup for you! We appreciate you contacting us and look forward to resolving the matter for you!

Thanks so much!
Devonta
Customer Answer
Date: 07/11/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23550273

I am rejecting this response because:
I will accept the $300 check to close the complaint and once I receive the check I will accept the action.
check should be sent to:
******** ******
*******************
*********, NJ 07726

Thank you for following up on this
Regards,

******** ******
Business Response
Date: 07/15/2025
Hello and Good afternoon!

Thank you for your response we have setup the goodwill for $300. We have setup the goodwill to go to the address provided ***************************************************. Once it is sent out it will arrive within 7-14 business days. If you have anymore questions or concerns we can be reached here or ************.

Thanks so much!
Devonta
Customer Answer
Date: 07/16/2025
I am awaiting the check reimbursement to close out the complaint
Initial Complaint
Date:07/02/2025
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 called them to do a chip repair but the tech destroyed my windshield. Now, they want me to pay them to install a new one, when they are the reason my windshield is destroyed.
Business Response
Date: 07/02/2025
Good Afternoon,

Thank you for bringing this to my attention. I am one of the ************* Agents that has been assigned to your case. I do understand that during the repair process, the windshield was heavily damaged further. I do apologize for this, and I have escalated this case to our upper management team for additional information and assistance. I will be continuing to monitor this case and follow up to ensure we do assist you as quickly as possible. I will be sure to pass along any updates I receive as well. Please feel free to reply directly to this email, or give us a call in the ************* department at ************. Thank you and have a great day!

Dakota G
************* Representative
Initial Complaint
Date:07/01/2025
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.
Aug 15 2024 SAFELITE replaced a windshield , the molding rippled all around the window, called SAFELITE they came and replaced it that windshield leaks profusely on drivers side into fuse box damaging that. SAFELITE has been called several times and they say there is nothing wrong with the work or windshield ! And they leave ! There are other issues the rear view mirror bracket is wrong I bought three mirrors I cant use the mirror to see out through the rear while driving the dash where the window meets is an inch gag. I can put my hand down through the fire wall! The three issues are normal SAFELITE says and they keep canceling appointments I wait for three hours on the phone with AAA and SAFELITE to make at least 30 times I have damage to my fuse box to 2004 endeavor suv that wasnt damaged before the faulty windshield leaked into it SAFELITE expects me to spend more more going to them when I pay for them to come to me . The manager **** r wont give my the address where the store is and refuses to repair the subpar work or replace the wrong fitting windshield or look at the videos or pictures proving the fault his shop has caused me since aug 15 2024 I demand they fix the windshield with ENOGH glue wand that windshield fits my car I pay for that Im not paying more money in gas and time to make anything convuenent for SAFELITE when their rude lazy unreliable work is at fault here . **** at the unknown SAFELITE ship doesnt have high pressure water so he wont be able to recreate the faults ! I HAVE VIDEO OF THE HORTID WORK AND SUBPAR GLASS THEY SAFELITE CHARGES AAA TOP DOLLAR FOR AND THIS US WHAT I GET RUDE LAZY UNRELIABLE WRONG WORK FROM THE MANAGER IFVTHE STORE AND HIS KAZY UNABLE TO WORK WORKERS THAT WOULD RATHER FEED ME BULLSMACK THAT THE WORK THEY DID IS Correct it most certainly is not correct and aaa and SAFELITE will loose in court when a judge sees and hears the recordings of all calls and video of water gushing into my fuse box pay me now
Business Response
Date: 07/02/2025
Hello and Good afternoon!

I am reaching out as I am one of the agents who will be helping find resolve in the matter. I did call you today to let you know that I will be helping and finding resolve. We will be escalating this matter over to our management team to help review what is being advised in the complaint. This will help find resolve. As well you advised you have video evidence to help support the leak you are having. We again do apologize and you can send that information to me here as that will help as well with the damages. Once we have an update on the matter we will reach out to you! We appreciate you contacting us and we hope to have resolution as soon as possible!

Thanks so much!

Devonta
Customer Answer
Date: 07/13/2025
SAFELITE and aaa are horrible they are liars and rip off artists i will sue them both in court now
Customer Answer
Date: 07/13/2025
SAFELITE and aaa are horrible they are liars and rip off artists i will sue them both in court now
Initial Complaint
Date:07/01/2025
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 have used Safelite for years, on multiple cars and occasions. Safelite is the ONLY company that ever touched my windshield. They sell you on supposedly a "Lifetime Warranty" on workmanship and installation. LIES!!! Their technician left the roof of my interior upholstery where it meets the windshield frayed and exposed. I now have a he-said, she-said situation where they are saying it's not the current tech, but regardless of current or past, it was a Safelite Tech, and I have a lifetime Warranty. Furthermore, why didn't any tech after that tech attempt to fix it? Why didn't any tech point it out as an issue on something they couldn't do? None of us fixed the windshield, so regardless of who, it was still Safelite. Lastly, their techs don't come make contact with you and drive off!!!!! I took time off work. He made initial contact, said he would call his shop and get guidance and then you know what he did, HE DROVE OFF, No contact, no call, no text... The Shop said they didn't know he drove off.... WHAT IS GOING ON?? When you pay almost $500 for a windshield due to the "trusted" name and then this happens?? There is so much more and not enough characters to type.... This has been an absolutely unbelievable situation. ****** from customer quality assurance said, and was relayed to me by the Manager, I should have reported it within a month. WHAT? Do you know what lifetime warranty means? on installation which includes, WORKMANSHIP...... If you had a tech or have techs out there cutting roof liners instead of tucking, Thats a Safelite training issue. The last suggestion by ****** via the manager on a follow up call, was they can come apply an adhesive to the inside of my windshield. (No charge). Look, I'm going to say this, the manager is stuck in the middle as well, but this entire experience has me NEVER WANTING TO USE SAFELITE AGAIN..... you know how many people I've referred at my Union job? NO MORE! I wouldn't want anyone to go through what I am.
Business Response
Date: 07/01/2025
Hello,

I'm so sorry about this issue with your vehicle! I will be following up on BBB ID#-******** so we may reach a resolution. I am reaching out to the District Management and the **************** Team regarding this damage to the vehicle that you are referencing in this BBB complaint. I have informed them of the damage and asked for an update so we may discuss next steps. I should receive a response in 1-2 business days regarding this issue so I may further assist. Once I receive an update on the situation, I will email you with the next steps. In the meantime, please let me know if you have any other questions. Thank you!

Sincerely,
******* ********
Customer Answer
Date: 07/09/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23542910

I am rejecting this response because:

This business is skewing the issue, and I find it troubling that the only actual attempted contact this business has made with me has been to tell me they received the BBB complaint and would be looking into it and getting back to me. They seemed to have only contacted their store and have yet to get the full details from me.

So, here is the overview.

This car that was serviced, Is the same car I owned first before giving it to my daughter. Nevertheless, while I owned it, I , being a loyal Safelite customer over the years, contacted ********************** to repair my windshield. If you look under phone number ************, you will see those calls. Then after handing the car over to my daughter, we again, being loyal Safelite customers called to get a repair done again. Using my daughter's number ************.

So, on the first recent visit the tech (Manny)showed up and began working on the car. Problem is apparently my neighbors recognized him from high school and began chatting and sat there chatting during the entire repair (I have pictures). While I didn't necessarily have any issues, because if the tech can work and talk the entire time, with no issues, fine. The tech called us out to discuss our warranty and ask we give a good survey. Never once did he discuss any issues....about an hour later, we discover the fraying and I attempt to contact the tech, first by asking my neighbor for his number, then by using Safelite. Instead Safelite schedules a warranty call for someone to come back the following Tuesday (This initial appt was a Sat)
Tuesday comes, the tech Iovanny, makes contact, says he is going to take pictures and contact his boss and see what we do from there.
As I am in the kitchen making coffee, I watch Iovanny take off. He made no further contact, not text, no call.... We were told NOTHING!!!!! he simply drove off.
I immediately call customer service where I reach ******** ****. She takes my report and calls the store immediately. ****** answers and says he will look into this (So if Iovanny called someone, who was it, and why doesn't anyone know he simply drove off?
Later I get a call from the store manager, and he says, he is going to be fully transparent and that his tech says the fraying was already there. I had an Itemized response:
First, Safelite is the only one who has touched my windshield, since 2017 or 2018 to current, so given the fact all installation and workmanship is on a LIFETIME GUARANTEE, if that is the case, which I'm not conceding it is, but if that were the case, Safelite is still responsible. The manager was unaware about the other service under my previous phone number and says, "that's a different story", and assures me he will look into it. I further stated that ***** never made mention of the fraying but if it were already there, why would he not attempt to remedy that on his install? Further, why would Iovanny, not inform us of what was going on and simply drive off? To which the manager understood my frustrations and said he would indeed get to the bottom of this.
Then he calls me back and says ****** from some "quality assurance" (he's in the wrong job) says I was to report any issues within a month. So now I begin to ask where does it say that? Especially when I have proof the warranty is lifetime warranty. He said ****** said that is on installation. I stated this was installation on many occasions by Safelite. He says true. He will call me back.
In the meantime, I call back to **************** where I report what is happening and the woman tells me that I am correct, Safelite guarantees workmanship and installation as a lifetime guarantee.
Manager calls me back and says ****** said they can apply a glue and see if that helps.
I tell him to tell ******; I am escalating this to the BBB and Corporate.
So, you see, I have documented proof that Safelite is responsible for the installation and workmanship. This issue was never remedied or discussed with me by any of the subsequent technicians, No one attempted to make anything better.
This warranty is a lie and a sham and should be exposed as such and your loyal customers are paying top dollar for what? To send out semi qualified technicians who could care less about focusing on providing quality service and or even making adequate contact or updates.
This is not something I believe Safelite would want exposed as the workmanship you provide? I intend to seek legal action and consumer attention; this is the principle of the matter now. To send me documents with no discussion whatsoever by this corporate office shows me they support the mistreatment of their customers and could care less about upholding the warranty.
No one has bothered from the ************* all the way up to corporate to call and hear my side and the complete lack of professionalism and or skill set from their technicians and store fronts. Just look at the yelp and ****** reviews, these people don't honor anything and send ill-equipped technicians to do your service and do not stand by any guarantees advertised.

Regards,

******** (******) *********
Business Response
Date: 07/10/2025
Hello,

I have attached the pre-inspection pictures to this email that indicate the damage predates the installation. Safelite is not responsible for any damage to the vehicle that existed prior to service. To qualify for our lifetime warranty, you must notify us within 30 days of discovering the defect. While we empathize with the frustration, we are unable to cover this issue as it predates the installation. For legal inquiries please contact our legal department at ********************************* Thank you
Sincerely,
******* ********
Customer Answer
Date: 07/11/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23542910

I am rejecting this response because:
I have several points I'd like to discuss.

One- Please show me how I know these happened before the repair and not after.

Two- If it was before, why did this Tech leave it that way?

Three- If it's from time of discovery, I notified you within an hour of discovering this issue that no one fixed.

Four- Since all work has been done to my windshield by Safelite, I have a lifetime warranty on workmanship and installation, I notified you immediately when I discovered this issue, Why are you not honoring your warranty to me?

Why was it ok for both **********s, the first one to not discuss this with me, Not repair it when he was fixing the windshield ( if indeed it was already there) and why did the Second ********** not say one word, and allow me to miss a day of work to only drive off?

Why wont Safelite acknowledge the Warranty and look into my claims of previous work. You will find on my 2016 car you and only you have worked on the windshield, therefore if you are claiming it wasn't this **********, it was still one of your **********s and I have a warranty on all work and I notified you immediately upon discovery..

First ********** spent the entire time talking to buddies while doing my windshield. ( I have photos) Second ********** was the most unprofessional!!! Makes contact to say he is going to find out from his boss how to proceed and drives off. I took a day off work and called your dispatch Immediately ( BOTH TIMES) .

Safelite cannot fraudulently claim lifetime warranty, and then now there are all these exceptions, to which, I am still fully within my rights. It says the time of discovery according to you..... So I discovered it after ***** and contacted you guys immediately.

Not one person has attempted to make this right and now its the principle of this matter. I will escalate this with all remedies possible. You should not falsely claim lifetime warranty and blatantly lie. Given the reviews of this particular location, I can see the District Management, nor corporate really cares about how the customers are treated.

I am insisting Safelite honor its guarantees and make this right. My family and I have been loyal customers for years on all of our vehicles that have needed any window repairs and this is outrageous how I am being treated.

Regards,

******** ( ******) *********
Business Response
Date: 07/14/2025
Hello,

This damage was present in the vehicle prior to the appointment 6/28/2025. This would be classified as wear and tear and not covered under a workmanship issue. Our warranty covers air leaks, water leaks, and defective glass for as long as you own or lease the vehicle. However, looking at the pre-inspection pictures, this damage was there prior to the appointment.
"Damage not resulting from defective workmanship or materials is expressly excluded from coverage under this warranty
IN NO EVENT SHALL SAFELITE, ITS PARENT AND/OR AFFILIATE COMPANIES, BE LIABLE FOR INCIDENTAL OR CONSEQUENTIAL DAMAGES ASSOCIATED WITH THE REPAIR OR REPLACEMENT OF YOUR GLASS."
Safelite is not responsible for any damage to the vehicle that existed prior to service. As this was here before the service, we would not cover this under our warranty. The pictures I sent previously were pre-inspection pictures taken prior to the work completed on the 1st. This would not fall under workmanship, as this was before the completed service. I apologize for the poor experience you had with our technician, but this would not be covered under our warranty.
Sincerely,
******* ********
Customer Answer
Date: 07/14/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23542910

I am rejecting this response because:
What part are you not understanding?

Prior to the June appointment. Safelite Glass is the one that worked on the windshield 3 separate times. Therefore it is not wear and tear it is SAFELITE workmanship and I was told I have a LIFETIME GUARANTEE on workmanship and installation.

Check phn numbers ************ and ************, Same vehicle.

Maggie

Regards,

******** ( ******) *********
Business Response
Date: 07/15/2025
Hello,
As this was damage was present before the installation this is not related to our installation. I am reaching out to the District Management and the ************************* Team regarding this damage to the vehicle that you are referencing in this BBB complaint and asking them to reach out to you. I have informed them of the situation and asked them to reach out so we may discuss next steps. Please expect a call in 1-2 business days regarding this issue so they may discuss this issue further. Thank you

Sincerely,
******* ********
Customer Answer
Date: 07/16/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23542910

I am rejecting this response because:

Maybe I need to start over.

Safelite Glass did my installation in 2018 and again in 2022. Those were both protected by a lifetime warranty.

Then comes this time in 2025.

So, if youre saying it was already present in 2025, Then Im telling you this was from the 2018 and or 2022 appointments which are both under safelite lifetime warranty as well.

Therefore, Since I just discovered the damage and youre saying it was there prior to the 2025 installation. Then I am telling you that My lifetime warranty for the workmanship and installation still exists from the 2018 and 2022 installations.

All installations have been Safelite auto glass!!!!

I barely discovered it, so no matter which time you are looking into ( which is why I provided the two phone numbers to use to look up the issue)

So, Please send me all photos from my 2018 and 2022 installations if you are claiming it existed prior to them, although the car is a 2016 and only Safelite has ever touched any of my vehicles windshields.

So you are supposed to honor your lifetime guarantee.

I notified you upon discovery. Your lifetime warranty doesnt say the "discovery" period is limited, you stated it is 30 days from being discovered, whether I discover that a week later a year later, its when I discover it.

So back to Safelite needs to honor their lifetime warranty and how you are treating a loyal customer is quite disgusting!

Regards,

******** ( ******) *********
Business Response
Date: 07/17/2025
Hello,
I am escalating this matter to the Regional Safety Quality Manager so we may have a second opinion on this issue. Please expect a response regarding this issue in 1-2 business days so I may relay next steps. I will reach out once I receive a determination from our Regional Safety Quality Manager. Thank you
Sincerely,
******* ********
Business Response
Date: 07/24/2025
These are the headliner pictures we have taken before the installation that was performed. I have attached them to this response. As the damage was present before the installation, we would not be able to accept liability for this issue at this time I have requested a District Manager reach out regarding this issue to discuss this issue further.
Initial Complaint
Date:07/01/2025
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.
During installation of a new windshield the installer cracked a piece of trim. I was assured that a new piece of trim would be ordered and installed. That was in January 2025. I last heard from the manager of Safelite on Jan 30, 2025. Nothing since. I just want the piece of damaged trim replaced.I also filed a complaint on the Safelite corporate website and got no response
Business Response
Date: 07/01/2025
Hello,
Safelite offers our sincerest apology for the inconvenience you've experienced regarding your service. I gave the phone number ************** a call to reach you regarding your BBB submission. I left you a voicemail to advise I would be giving you another call to speak with you directly. I connected with your local shop, and spoke with the assistant store manager, ****. He mentioned the shop has new management, and would like to set up a warranty service for parts needed. As mentioned in my voicemail, I will give you another call to speak directly, and set up a warranty service, as well as keep in touch with you to ensure your service is completed. However, if you would like to reach out to Safelite customer care, we can be reached at **************. We are available Mon-Friday, 8AM-7PM EST.
Thank you,
******** *******
Initial Complaint
Date:07/01/2025
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.
.March 14th safelite auto glass was replacing Windshield on 2012 infiniti g37x .Windshield replacement usaa paid 400$ my deductible is waved in *******. .**** never took pre inspection photos. Takes my keys pops hood and starts working. .tech never took safety measures to protect the car from damage during service. 2 hours into service tech gets mad throws tools down and calls management on the photo about damaging the car..manager prompts him to take the safety steps to protect the car. He finished the glass and says nothing about the dash. And leaves .upon discovering extensive damage i called safelite and reported it they opened a warranty claim and set appt for March 25th..March 25 new tech comes out and has wrong glass for warranty replacement he has a convertible glass not sedan. . He assessed the damage opon opening the door he asked who the tech was that he used "clippers" on the dash and showed me all points of contact where damage occurred. Takes pictures and says management will call that night no call 2 months go by and when he calls at 4:45 on a Friday before holiday weekend he says its previously damaged they are not responsible and hung up. I sent 4 hours of video of the tech damaging my car and now safelite says 3 months later they dont have it and cant talk to me because its been sent to the legal department. 5 months and no one has called. Usaa wants to total my car for the damage that occurred on the 14th im at a loss and safelite has treated me so poorly and just unprofessional.
Business Response
Date: 07/01/2025
Hello *** ******,
I apologize about this issue with your vehicle. It looks like this issue has been escalated to our legal department for a resolution. At this time further correspondence on this escalation will need to be directed to ******************************** as they are handling this case at this point forward. They would be able to discuss this issue with you to reach a resolution. Thank you for your understanding!
Sincerely,
******* ********
Customer Answer
Date: 07/08/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23541983

I am rejecting this response because:
Safelite will not discuss anything with me or usaa. I just get this vage response of its in the legal department of safelite. This is now a serious issue. Its major damage of my property. No one will tell me what's going on its been 5 months and its causing me major emotional distress. Infiniti quoted it ****** for a replacement dash. 10k in damage to my property. I havent even been given a option to fix it. Everyone is saying they cant talk to me about it but legal needs to contact me and at least explain what is going on. no one is telling me anything and thats just not good way of treating customers and partners of *****
Regards,

******* ******
Business Response
Date: 07/08/2025
Hello *** ******,
I apologize about this issue with your vehicle. It looks like this issue has been escalated to our legal department for a resolution. At this time further correspondence on this escalation will need to be directed to ********************************************************** as they are handling this case at this point forward. They would be able to discuss this issue with you to reach a resolution. I am not able to help resolve this issue as this has been escalated to our **************** and inquiries regarding this matter should be addressed with our legal team at **********************************************************.

Sincerely,
******* ********
Initial Complaint
Date:06/30/2025
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.
safelite replaced jeep winshield thru progressive ins coverage. progressive claim #**-918679139.Employee caused two dents in right front fender. Safelite sent another employee out for photos. I have yet to speak with a manager of safelite. Several phone calls and messages left and I am just ignored.I filed the complaint with progressive and received no help in resolving this issue.Absolutely horrible experience.
Business Response
Date: 07/01/2025
Hello,
I am sorry to hear that you have not been communicated with about the damage to your vehicle.
I spoke directly with the shop who said they will make sure that you are contacted ASAP.
Please let us know if you do not hear from them or if they do not resolve your issue.
You can reach out to us Monday-Friday 8am-7pm est directly at ************
Initial Complaint
Date:06/30/2025
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.
Shop disputes the tech dented fender of vehicle. Would like photographs with date and timestamp delivered to me by email.
Business Response
Date: 07/01/2025
Good Afternoon,

Thank you for bringing this to my attention. I am one of the ************* Agents that has been assigned to your case. I do understand that your vehicle may have been damaged during the service, and the shop is disputing this. I would be happy to assist further, but I have been unable to locate the specific work order with the information provided. Could you please provide the name, phone number, work order, or referral number for this? Once we are able to locate the work order, I can escalate this to our management team for further review and assistance. Thank you and have a great day!

Dakota G
************* Representative
Initial Complaint
Date:06/28/2025
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.
I called Safelite to have my window repaired and had an appointment set up for a 4 hour time frame. The time came and went with no call no show. I called the customer service and was told the person that was supposed to come was not scheduled to work. I asked why they didn't call to tell me and they acted like it was my fault.I made another appointment and yhe person came and v ended up cracking my window more so He made sn appointment for me at the shop. I received an email from Safelite customer service saying nag my appointment date and that it would take 40 minutes to replace. I got to the shop and was advised it would take a couple hours.This company's communication needs serious help. They should learn more about their company before telling customers any false information.
Business Response
Date: 07/01/2025
Hello,
I'm so sorry about this issue with your service! I appreciate you bringing these issues to our attention. I have sent these complaints over to our **************** Team regarding these issues with your service. I have also filled out a no contact form to unsubscribe you from our automatic emails and text messages. Thank you for letting us know so we may improve our service for future customers!
Sincerely,
******* ********
Customer Answer
Date: 07/01/2025
[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,

D St. ******
Initial Complaint
Date:06/27/2025
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 June 27, 2025 I was scheduled for an appointment with Safelite between 1PM to 6PM. I called around 3:30PM, and was told the **** was finishing up a job and would be to my job by 5:30PM. I waited until 6:10PM, called customer service and spoke with *****, He was of NO help so not sure why their phone system could not locate me with my number yet the tech could. I was supposed to get calls, texts or emails. Nothing from them and ***** was NO help whatsoever and needs to find a different profession. He made no attempt to contact ******.
Business Response
Date: 07/01/2025
Dear ***** ****,

Please accept my sincerest apologies. I attempted to reach you on the phone and left a voicemail message.I have also sent you an email directly that you can reply to. I received your complaint regarding the lack of communication around your appointment and the poor customer service you received. I would be more than happy to assist you in getting this rectified. I will be escalating this issue with the management team in the shop as well. Please reach out to me via phone at ************** or email directly.

Sincerely,
***** ******* | ************* Representative
Office | **************
*******************************************************************************
********************** ***********
7400 Safelite ************************

Customer Answer
Date: 07/02/2025
Safelite needs to train their customer service agents or find new ones that know how to treat customers. I wasted a day waiting for the installer and was not kept aware of his arrival. This was horrible service and complete waste of time.

Complaint: 23529531

I am rejecting this response because:

Regards,

***** ****
Business Response
Date: 07/02/2025
Dear ***** ****,
Please allow us 1-2 business days to discuss with the field and work to find an adequate solution.
Thank you,
***** ******* | ************* Representative
Office | **************
*******************************************************************************
********************** ***********
7400 Safelite ************************

Customer Answer
Date: 07/03/2025
Safelite is not a good company to deal with. I will try to avoid them in the future and find somebody that is worthwhile.

Complaint: 23529531

I am rejecting this response because:

Regards,

***** ****

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Safelite Auto Glass, Inc. is BBB Accredited.