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.
- 701 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:02/13/2024
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.
Windshield hit with rock on 2/12/2024, Safelite came out 2/13/2024 to do a glass repair, Technician didn’t do job right. Now because of this the whole windshield needs replaced. This a 2023 KIA SPORTAGE
Business Response
Date: 02/15/2024
Hello,
I do apologize about this and the repair that failed. I am one of the agents who will be assisting this matter and helping get a resolution to this. I have read the complaint and looked into matter and looks like the safelite shop has not billed for this failed repair. I do see as well you have requested for a replacement glass as a resolution. I will escalate that to the management team at the safelite shop and to see if we can come to a resolution on a replacement glass. If you have any questions or concerns as we escalate this matter we can be reached here or ###-###-####. We again do apologize and will be talking with you soon.
Thanks,
*******
Business Response
Date: 02/26/2024
Good evening,
We apologize for the inconvenience experienced. Due to the inadequate repair service, the Safelite location has proceeded with a reversal/credit memo of the repair service in which the insurance was directly refunded, please reference the provided attachments.
Thank you,
****** ******
Initial Complaint
Date:02/13/2024
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.
Windshield replacement 10/6/23. It took three windshields to obtain one that wasn't already cracked. Windshield was replaced, clips for molding was replaced, windshield wipers were replaced. Clips have come loose several times since replacement. Have had two techs come to perform warranty work on clips. First tech discovered windshield wipers installed when windshield was replaced were not correct for the car, they were too short. Tech replaced wipers, and clipped molding back in. Clips came loose after a week. Second tech came to view clips, his name was ******. ****** stated new clips had to be ordered. I have not heard back from Safelite since ****** left. I have called customer service and they have called the store on Landmark, no one answers the phone. Customer service has also sent emails to ***** ********* and **** ******** to call me and neither has called. Clips still need to be ordered and replaced, and windshield wipers still need to be verified as correct because they do no clean the entire windshield.Business Response
Date: 02/14/2024
Hello,
We greatly apologize about your install and issues with getting the install completed and done correctly. I have read over your complaint and issues with shop advising they are getting the clips and other parts and hasn't heard anything from the shop or manager Hugo. I will be taking over this case along with escalating this matter to our management team as well as **** and his management team to see what updates/resolutions we can provide to make sure this is resolved for you as soon as possible. If you do have any questions or concerns we can be reached here or at ###-###-####.
Thanks,
*******Customer Answer
Date: 02/15/2024
[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:02/13/2024
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 was a customer of Allstate when I had my glass replaced by Safelite in 08/25/2022. There was a part that they could not replace at the time of the windshield replacement because they did not have it in stock. I was supposed to get a call back when the part was available. It has been close to 2 years and I have to call every 6 months and I get no help. Safelite never answered the phone. My windshield has been left with the electronics exposed because they did not install the casing that covers it. I need a solution as soon as possible, I cannot have the electronics box uncovered forever. Allstate already paid them for the windshield replacement.Business Response
Date: 02/13/2024
Part# Source Status
MISCINVT 0793807 - HERITAGE HONDA PO: 340304 ETA to WHS: 02/15/2024 Pending ReceiveHello,
We are sorry to hear this and have previously escalated this matter the parts have been ordered and we are due to have them arrive on the 15th we will call to schedule the warranty repairs at this time.
Thanks
******
Customer Answer
Date: 02/15/2024
Complaint: 21286843
I am rejecting this response because: they have not reached out to me to provide any updates
Regards,
***** *********Business Response
Date: 02/15/2024
Work Order Number:*****
CTU Number:*****
Provider Number:******
Invoice Number:
Repair/Replace Flag:N
Job Status/Sub-status: UpdateRoutedPENDING PARTS RECEIVED
EON #:**********
Is Rebill :N
Sales Order Number :
– Task Information
Glass Task
Task Status:Assigned
Appointment:2/16/2024
12:00 PM - 5:00 PM
Service Type:Mobile
Service Location:**** ******* **
*********** ** *****I included the screen shot of the work order confirmation that shows the parts received and the appt set for 2/16
Thanks
******
Customer Answer
Date: 02/16/2024
[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:02/12/2024
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 did not reconnect a data cable to the front radar system which led to the failure of the Pre-Collision System on my 2022 Toyota RAV4. Safelite was unable to diagnose the problem in their Florida location where I am currently residing and said that I should go to the nearby Courtesy Toyota of Bradenton, FL where it was determined that Safelite had not reconnected the radar system. They refuse to reimburse me for $874 in damages and the claim that the cable was only a windshield heater cable while I have the diagnostic computer readings which indicate that the cable was indeed the front radar system. This malfunction caused a minor accident in Florida where the vehicle jumped forward while stopped at a red light and struck another vehicle and I had to settle with the driver of the other vehicle with a $500 payment in the presence of the Florida police.Business Response
Date: 02/15/2024
Hello,
We are deeply sorry for this matter I have escalated to Store Manager the District Manager and the Regional Vice President. I also called customer and left message.
Thanks
###-###-####
Customer Answer
Date: 02/26/2024
'****** ********' via Dispute Resolution - Shared Inbox <[email protected]>
Attachments
Feb 22, 2024, 10:41 PM (4 days ago)
to [email protected]
I replied to Safelite Customer Service with the following statements after I received the phone call from from the ****** ******, the person who wrote the response to BBB with regards to the complaint.
In the first email I stated:
As discussed, attached is the Bank statement that lists the $500 payment to Louis Scalzo on August 21.
'****** ********' via Dispute Resolution - Shared Inbox <[email protected]>
Fri, Feb 23, 4:14 PM (3 days ago)
to Better
Please reopen case #21286402 , Safelite has declined any reimbursement for damages to my vehicle for damages caused by not reconnecting the Pre Collision Sensor system after replacing the windshield on my vehicle.
Thank you,
****** R ******Business Response
Date: 03/01/2024
Hello,
This matter is no longer being handled on our team and all further communication will need to be sent to ******************
Thanks
****** ******
Customer Answer
Date: 03/04/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 21284602
I am rejecting this response because:
Safelite Autoglass has refused to pay any damages for negligence in not reconnecting the Pre Collision Sensor System when they replaced the windshield on my 2022 Toyota RAV4 and I have no other recourse but to pursue this matter in AZ Small Claims Court.
Regards,
****** R *******Initial Complaint
Date:02/12/2024
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 must say this was a huge disappointment, first on 2/06/2023 the office closed early. At 4:50 pm the doors were locked, no lights on maybe somebody was hiding. Also no note on the door that they had to close early for an emergency. Second I called on 02/07/2023 around 9 to ask when my car might ready. Was told the only thing they could tell me was it would be done before 5pm, cool. I pick my car up around 3:40pm figured I check the car over. I never left the lot, the car had large shards of glass in trunk liner, in the trunk, in the safety belts, on the head rests. Not little particle pieces the manager says happen after I drive. Blame the client is always a good look. Sure they offered to come out and vacuum it up, why would I trust you a second time when you couldn't get done right the first time? Maybe the training then tech and manger have aren't clear, maybe someone had an off day but looking at the feedback on reviews means the problem starts at the top. I have small kids what if they picked up glass or sat on it ?Business Response
Date: 02/14/2024
Hello,
I am reaching out as we spoke this morning about this and the glass left over from the install. I did advise as well I will be taking on this case to see what can be done as advised that you have got this all cleaned up which we do apologize you had to do. I am escalating this to our management team to see what type of compensation can be done to make up for this service and the glass left over. As soon as I have any updates on this matter I will be reaching out to you. Again we greatly apologize as you have children as well and this could have been way worse. If you do have any questions or concerns as we work through this we can be reached here or at ###-###-####.
Thanks,
*******
Customer Answer
Date: 02/15/2024
Complaint: 21284256
I am rejecting this response because: I'm still waiting on an update as I have yet to receive one.
Regards,
******** *********Customer Answer
Date: 02/16/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 21284256
I am rejecting this response because:she failed to call back or answer any of my requested emails. You also stated you would call me this week and try to provide a solution which you did not. You also indicated on the phone you would request a monetary refund. That's great the tech shoved a piece of fabric back in. I paid to have a window installed and glasses removed.. I'd more than happy to speak with DM at his provided number.
Regards,
******** *********Business Response
Date: 02/20/2024
Hello,
We greatly apologize I have sent this complaint to the district manager to have them reach out to you.
Thanks,
*******
Initial Complaint
Date:02/12/2024
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 April 5, 2023, my 2016 Ford F-150 was serviced at my job for a front windshield replacement (WO# ************). The tech arrived and began the job. After the service, I provided the tech my $100 deductible on the total cost of $468. Shortly after, I checked the vehicle and discovered that the bottom windshield seal was damaged and the cowl was not secured to the vehicle. I placed an online warranty call and the technician returned about an hour later to inspect. He informed his supervisor, Jimmy, about the damage. Jimmy informed us he had a replacement ready if I could come to his store the following morning. I arrived at the Safelite facility on April 6, 2023, at about 8:30 a.m. I met with Jimmy, and my vehicle was brought in for repair. After evaluating my vehicle, I was informed that the cowl was the incorrect part, and he would order the correct replacement parts and notify me of its arrival.
Since then, there have been at least 3 additional requests to come by the shop to have the part installed, only to be told upon arrival that it was the incorrect part or the part could not be located. In addition, it is roughly 20 miles (about 25 minutes) from my home to the Safelite location.
So after that, I contacted the Safelite location several times to inquire about the parts, only to be either placed on hold with no answer or informed that the item wasn’t there or it was on backorder.
I searched the components myself and discovered that they were widely accessible in a variety of locations. I inquired if there were other options available because I was tired of my interior (behind the dash and flooring) being wet anytime it rained due to the broken cowl. I was informed there were no other alternatives and that I would have to wait for them to call when the part came. I've been contacting them for the past 8 months or so and have yet to obtain a resolution. I have been patient and courteous with them over this problem, and something needs to be done.Business Response
Date: 02/14/2024
Hello,
I am reaching out as I have read your complaint and I called you as well to discuss this matter. I did advise during call and as well in this email I will be helping you get this issue resolved and taking over this case. After reading over the complaint as well about the seal/cowl damages and water leak I want to make sure we can help and get this resolved as soon as possible. I am escalating /starting a case to have the higher management team and as well safelite management to help and investigate this matter. As soon as I have an update on this matter I will be reaching out to you to make sure the matters are rectified. If you have any questions or concerns as we work through this we can be reached here or at ###-###-####. Again we greatly apologize and will be speaking again with you soon.
Thanks,
*******Business Response
Date: 02/26/2024
Good evening,
An escalation has been submitted to the Field and District management requesting clarification on what steps have been taken towards a resolution and to determine the status/ETA of the parts necessary to complete this service. We apologize for the inconvenience. Customer Care will ensure a follow up with additional information. Please contact us at ###-###-#### with any further questions or concerns.
Thank you,
****** ******
Initial Complaint
Date:02/12/2024
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 scheduled Safelite to come to my home. The tech did arrive, yet there were a few problems. My paint was scratched. The tech put a new wiper on my car even though I didn't request one which provided me w a cheap wiper vs what I had. I believe this was to cover up that they had scratched my paint. I also found later the internal cup to close the trunk was broken. I believe this occurred when the tech slammed my trunk repeatedly to check the glass. I contacted Safelite both online and by phone. No one has ever returned my messages. I am concerned about getting assistance as the tech came to my home and I don't want any kind of retaliation. The only customer contact I had from the local biz was the tech himself. I wanted further assistance from headquarters for my safety but they have yet to reply.Business Response
Date: 02/13/2024
Hello there was a field manager ******** previously that this was escalated to and she will be reaching out with resolution. Please call me back direct as well if you have further concerns. ###-###-####
Thanks
******
Customer Answer
Date: 02/27/2024
Complaint Type:
Service Issues
Service Issues
select
Problem:
I filed a complaint on Feb 12. ****** sent me an email and I called her and left a vm. there was not further follow up from there. I could not say I the complaint was resolved or not resolved yet because I was waiting to speak with ****** in Ohio. I also called back the local Safelite. I called them last Friday and they closed early and their vm was not working. This is why I am in the predicament I am in today. There is also a time issue. I drive an 45 to an hour to work in the am and in the eve and I work through my lunches as I work with low income immigration in Honolulu. former complaint: I scheduled Safelite to come to my home. The tech did arrive, yet there were a few problems. My paint was scratched. The tech put a new wiper on my car even though I didn't request one which provided me w a cheap wiper vs what I had. I believe this was to cover up that they had scratched my paint. I also found later the internal cup to close the trunk was broken. I believe this occurred when the tech slammed my trunk repeatedly to check the glass. I contacted Safelite both online and by phone. No one has ever returned my messages. I am concerned about getting assistance as the tech came to my home and I don't want any kind of retaliation. The only customer contact I had from the local biz was the tech himself. I wanted further assistance from headquarters for my safety but they have yet to reply.
Desired Resolution / Outcome
Desired Resolution:
Repair
Repair
selectBusiness Response
Date: 02/27/2024
Good afternoon,
We apologize for the delay in communication. Regarding the stated issues, please proceed with contacting either myself or ****** ******. I have provided my email address below for reference.
Thank you,
****** ******
**************************
Business Response
Date: 03/06/2024
Hello,
Would it be possible to communicate through email I just called again and was not able to reach you I left another voicemail.
Thanks
******
Customer Answer
Date: 03/19/2024
I met with Safelite HOnolulu last week and we agreed to fix the scratch and replace the wiper. I am fine with that. I am waiting to hear back about the paint. It is spring break so there may be a pause in the progress.
Better Business Bureau:
I accept the business's response to resolve this complaint.
Regards,
******** ******Initial Complaint
Date:02/09/2024
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 got my windshield fixed and a week later it cracked. I called safelite’s customer service on the 24th to see what was covered under warranty. I explained to the lady I spoke with exactly what happened to the windshield and she assured me it was covered. I asked repeatedly because at the time the crack was roughly 3 inches long and I could’ve taken it somewhere else to get it “filled”. She assured me it was covered and the soonest appointment was a week out. Within that week the crack spread all the way from the bottom to the top. When I got to my appointment I was told it wouldn’t be covered and at this point I would need an entire windshield! I explained to the guy what customer service told me and he told me to reach out to them. I have done so twice and requested a supervisor call back and now, it’s been a week and I have yet to get a call back.Business Response
Date: 02/12/2024
Hello,
We apologize for any
miscommunication. The coverage for repairs and replacements can be different,
so the representative may have been providing you with coverage information
based on the size of the crack when you were setting up the appointment. No
worries, we will be happy to speak with you to get this cleared up. I called
and left a message on your voicemail so you can reach out to us, and we can get
to the bottom of this for you.Thank You, ******!
Initial Complaint
Date:02/09/2024
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.
May 5, 2022 Safelite replaced my broken windshield
The window leaked substantially on the passenger side.
April 18, 2023. Safelite came back to my work to fix the issue. They did not fix it.
December 12, 2023. I had an appointment scheduled and they failed to show.
When I called, they indicated I had to come to their facility
I went to Safelite on December 22, 2023.
They told me they had broken apart when they initially installed the windshield and had to order it.
I was scheduled to go back on December 29 and when I arrived, they did not have me on the schedule and did not have my part. ****, the technician said he forgot to fill out the paperwork.
Brittany, the manager said she would call me, but did not.
After much stress and inability to contact anyone in the office, I was eventually told my part was there.
I was scheduled for an appointment on January 26 to finally install the broken part.
After several days, I realized the water was still leaking in my car substantially. I had to take the car to my own personal mechanic and pay him $100 to fix it. He also took videos and told me whoever fixed my car should be fired immediately, because they did not do anything correct.
They left one screw completely unscrewed, another screw was in a hole that it did not even go into, it was supposed to go in a hole hole on the opposite side of the car.
The whole barrier was not installed properly.
When trying to contact the company, their phone line just rings. You cannot even get through to the main office number at the ********* Rd., ****** Safelite facility.Business Response
Date: 02/12/2024
Hello,
Mrs. *******, This is Devonta sending you the email as I advised in the call today. I am advising that I have read the complaint and we have spoken as well to help and see about getting you assistance on this matter regarding the horrible/faulty install and water leak. I did read the complaint and also confirmed with you that the work has been completed with your mechanic so it has been resolved but it cost you $100 to have this fixed. I am going to take this information and escalate this to our management as well the shop management to see what we can do about the reimbursement of the repairs. I did ask and are waiting to see if you can possibly get us an receipt to show that is the amount that you paid, as that will help with getting this case closed and reimbursed. We look forward to hearing from you soon. If you have any questions or concerns we can be reached here through email or ###-###-####.
Thanks,
*******Initial Complaint
Date:02/08/2024
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.
Damaged garage door opening during windshield installationBusiness Response
Date: 02/09/2024
Hello,
This matter is currently being investigated further by our executive team and we are going to contact the customer on Monday with next steps and stance to this case.
Thank you
******
###-###-####
Business Response
Date: 02/26/2024
Hello,
Thanks for reaching out this matter was being handled by our executive team and legal team please reach further correspondence if needed by the customer to ******************
Thanks
****** ******
Customer Answer
Date: 02/27/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 21266896
I am rejecting this response because:
Regards, Business did not reach out tome as indicated by their response!
***** ****Business Response
Date: 03/01/2024
Can this complaint please be closed This was sent previously and no further communication is being done from our team only legal. Thanks- ****** ******
sent pending business clarification to BBB
Hello,
Thanks for reaching out this matter was being handled by our executive team and legal team please reach further correspondence if needed by the customer to ******************
Thanks
****** ******
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