Complaints

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

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• 

  Safelite Auto Glass, Inc.

  7400 Safelite Way Columbus, OH 43235-5086

  
• 

  Safelite Auto Glass, Inc.

  PO Box 182277 Columbus, OH 43218-2277

  
• 

  Safelite Auto Glass, Inc.

  2435 Billingsley Rd Columbus, OH 43235-1925

  
• 

  Safelite Auto Glass, Inc.

  760 Dearborn Park Ln Columbus, OH 43085-5703

  
• 

  Safelite Auto Glass, Inc.

  4403 Executive Pkwy Westerville, OH 43081-3850

  

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:12/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had Safelite at **** ***** ****** ** ********** ********** ***** (phone ************) initially install Gorilla Glass on my 2021 Jeep Wrangler front windshield on August 30th 2022. There was a two year warranty on it. My windshield got a crack in it on Sunday (December 18th) which was over six inches long. I brought my Jeep into the same Safelite shop that initially installed my windshield on Monday December 29th. A service technician named Nathan inspected my windshield to determine if it could be repaired or replaced. Nathan determined the windshield had to be replaced at no cost to me stating that it was under warranty. He provided me a printout from Safelite stating this and made an appointment for my windshield to be replaced on Wednesday December 31st at 2pm. I went in to Safelite for my appointment. A different serviceman refused to replace my windshield even though I showed him my printout. He was extremely rude as well. He refused to honor the warranty as well. I plan on filing a claim in court if this is not resolved soon.

  

  Business Response

  Date: 12/23/2022

  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: 12/27/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.

  
  
  Complaint: 18625060
  
  
  
  I am rejecting this response because: I sent them an e-mail response to they email dated 12/23/22 letting them know they had until 1/6/23 to respond to this issue. I was told they pushed this up to upper-management for a response. As of today (12/27/22) I have not received a response. Hopefully I will soon. 
  
  
  
  Regards,
  
  
  
  ***** *****

  

  Business Response

  Date: 01/11/2023

  Hello,

   

  We have escalated this issue to the above management and they have advised they have received approval for the glass and has spoken with customer as well regarding this issue. If customer has any more issues or concerns we deeply apologize and they can reach out to us here at 1800-638-8958 and would be more than happy to assist with the matter.

   

  Thanks,

  Customer Care

• Initial Complaint

  Date:12/20/2022

  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.

  My BMW had no water leak until safelite replaced the front windshield. The windshield leaks water into my car and has ruined the carpet and ignition, maybe more. The ignition is 1800 dollars, God knows how much the carpet will be, and because the whole dash has water not sure what other damage has occured. They ruined my paid for car that I was keeping for retirement.
  
  I am 57 years old, I will not work long enough to buy another car. I've had the car since 2009 it only has 120k miles. Safelite should go out of business, the number of cars they have ruined should be a class action lawsuit.

  

  Business Response

  Date: 12/22/2022

  ****o,

  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 ###-###-#### or email directly.

  Sincerely,

  *******

  

  Business Response

  Date: 01/06/2023

  January 6th , 2023
  
  
  Safelite Number: ******  Case #
  
  To Whom It May Concern: 
  
  Regarding the above referenced work order, we are in receipt of the Better Business Bureau Complaint regarding alleged damage to the vehicle in question. This letter is to serve as a denial of liability for the casualty loss claim. We have investigated the claim and have found the leak appears to be coming through the sunroof based upon further inspection and pictures provided. We are not taking responsibility for this loss. If any additional evidence or information can be presented, we will review it and respond appropriately. However, with the facts available now, we must regretfully deny liability for the damage. Please call with any questions you may have or if further information is necessary. Thank you for your cooperation in this matter.  
  
  Sincerely,  
  Safelite Customer care
  ###-###-####

  Customer Answer

  Date: 01/06/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 

   

  My sunroof has not and is not leaking. I spent 5k on cosmetic repairs on this car in May, bumpers, new headlights, why would I spend money on cosmetic repairs if I had a sunroof leak.  Also, it doesn't make sense that I would let a sunroof leak go unrepaired on my retirement car.  Please stop gaslighting and take responsibility not only for my vehicle but for all the other vehicles you have ruined as I have proof videos of other cars you have ruined in a so called windshield repair by Safelite. Burn in ****. Because that's where you are going, straight to ****, I  may spit on you in **** so that you may think it's raining, but that's the best I can do. 
  
  
  
  Regards,
  
  
  
  ****** *********

• Initial Complaint

  Date:12/20/2022

  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 made an appointment to have my 2022 Volvo XC60 windshield replaced on October 6th, 2022. I showed up at 8am to drop the car off and was told that the wrong windshield had been delivered, so I rescheduled. I called the day prior to make sure the part was there and was told it was. When I showed up I was told the part they received was damaged, so I rescheduled again. On Oct 12th I dropped off the car for the third time. When I returned to pick it up late in the afternoon the mechanic explained that they replaced the windshield but they were unable to calibrate the safety features. He stated that they tried both of the calibration tools they had, involving their training and IT departments, but they were unable to calibrate it.
  Then the manager, **** *****, came out and reiterated this information and told me I'd have to take the car to Volvo to have it calibrated. He gave me his business card an apologized. I was supposed to have paid a $50 deductible but they did not collect that.
  i was unable to get an appointment with Volvo for several weeks. Volvo determined that the camera in the console on the windshield was broken. That is why it couldnt be recalibrated. They ordered the part, installed it the next day and recalibrated it. The charge for parts and labor were $1340.87.
  I emailed **** ***** with the receipts and requested reimbursement. I never heard from him. I called my insurance company and found out that Safelite never submitted for reimbursement under the damage claim. They connected me with Safelite warranty service. They told me that I'd need to talk with the manager. They called Mr. ***** but he was not in the office so they left a message to have him call me. He never called. I called the the office number on Mr. ****** business card and it was answered by a central answering service. They tried to contact Mr. ***** and he was unavailable so they told me he would call me the next day. He never called.

  

  Business Response

  Date: 12/20/2022

  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 ###-###-#### or email directly if you have further questions.

  Sincerely,

  *******

  Customer Answer

  Date: 01/06/2023

  [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: 01/09/2023

  Thank you. Please let us know if we can help further. 

   

  Thanks

  ****** 

• Initial Complaint

  Date:12/18/2022

  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 had my windshield replaced by Safelite November 23, 2021 for the amount of $479.99 for parts and labor, I have since had to go through a number of warranty replacements due to defective glass and poor installs that resulted in a water leak. My most recent warranty replacement was December 17, 2022 (for the water leak); driving home from Safelite and 24 hours later, there has been persistent rattling, creaking and other sounds coming from a number of areas on the windshield. I am tired of having my time wasted and seeking a full refund for $479.99 so I can get it done somewhere that will get it right.

  

  Business Response

  Date: 12/20/2022

  Good morning, 
  
  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 have sent an escalation to the District Manager of the Safelite location in ******** requesting a follow up and resolution. I will follow up with you directly as soon as direction is given from that manager. Please reach out via phone ************** or email directly if you have further questions. 
  
  Sincerely, 
  ****** 

  Customer Answer

  Date: 12/20/2022

  
  
  
  
  Better Business Bureau:
  
  
  
  I accept the business's response to resolve this complaint. I received a follow up stating that the District Manager has approved of the refund and will be issuing a check for the full amount in the mail.
  
  
  Regards,
  ******** ******

  

  Business Response

  Date: 01/12/2023

  
  Please call our Sales Audit team for information regarding your refund or to change to a check. Their Number is ###-###-#### or you can reach our Customer Care line at ###-###-####. 
  
  
  
  
  
  Thank you
  
  
  ******

  Customer Answer

  Date: 01/14/2023

  
  Better Business Bureau:
  
  
  
  I accept the business's response to resolve this complaint. Working with the Sales Audit team at this time.
  
  Regards,
  
  
  
  ******** ******

• Initial Complaint

  Date:12/17/2022

  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.

  We had a windshield replaced after a rock crack on our 2018 Toyota Sienna. After the first rain, there was water streaming down from the middle of the top of the windshield. We scheduled a warranty fix for today and it was a saga.
  
  The front desk lady informed my wife that it was a clogged sunroof drain, but that they cannot unclog it. They dont know why or how it is clogged and that we need to take it to some random body shop repair to have it unclogged. We asked her if they checked the windshield, they said no at that time. They didnt need to because they knew it was a clog, but they cant look in it to see or diagnose. After some very ugly back and forth, the lady hung up on me. I later went to get the van and she was not going to give me the paperwork until I specifically asked her for it to show that we had been there. Corporate called the same location and was embarrassed for how the front desk lady was acting. They escalated the case because of her behavior and gave me to a regional manager so that we can do further work on Monday at our home location to figure out what was done and how to fix it.
  
  It is in the exact spot that these people replaced the entire windshield. Whatever is "clogging" or "pinching a hose is 100% the result of one of their technicians being in that spot.
  
  The irony is that on the way in, I saw two people talking about problems in the parking lot. Glass seemed to be left in the floor board after a repair and the workers were explaining it away as if it is normal. Turns out, it was the lady that I was talking to making excuses to the next in line victim. My theory is "IF" it is a clogged drain, they left debris in it and don't have a fix similar to this poor person in the parking lot of their white sports car complaining.
  
  I will never be back to the Safelite store at **** * ********* ***** ******** ** *****. It is a nightmare there.
  
  There is no coincidence that a leak occurs immediately after work is performed.

  

  Business Response

  Date: 12/20/2022

  Good morning, 
  
  Thank you for contacting our office. I’m sorry to hear this. So that we may better assist you, please provide the full name as listed on the order, the year make and model of the vehicle, the work order number if available, and the telephone number listed on the order. Unfortunately, the information provided does not pull up your order. If you need immediate assistance, please call ###-###-####.
  
  Sincerely, 
  ****** 

• Initial Complaint

  Date:12/16/2022

  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.

  November 25th, an appointment was set through insurance for a windshield replacement by Safelite on 2405 * ********** *** Upon arrival they ask for my keys & say it's not covered by my insurance & that I would be paying out of pocket. I disagree & tell them to wait I proceed to call my insurance. May I remind you NO work order was signed or agreed upon. I'm now getting an **** back to my work 5 minutes away from the Safelite property while communicating with my insurance, I finally get a hold of insurance. I Then call Safelite I speak to the front desk gentleman named ******. I tell him I'm not moving forward with the service I would just like to pick up my vehicle. He puts me on hold to go check in the back confirming it's okay & nothing was done to my vehicle. He says "yes it's okay & my keys will be upfront waiting". 15 minutes pass, I'm back at Safelite to retrieve my keys. ****** then looks for my keys but they're not there. He's confused, he goes out back to check again. He comes back saying "They replaced it already". I ask to speak to a manager, I'm now talking to ***** *****. His response was the call goes to our call centers you spoke to someone Their, not anyone directly here? Not sure how that's possible if I was speaking directly to ****** that works front desk in their office? I tell ***** to put back the old windshield. ***** says no because of safety concerns, I say "remove it & I'll have it towed". He says he can't & he'll give me an employee discount of half off. I say NO I tell them DO NOT RUN THE CARD. He says "you will leave here with NO CHARGE & WOULD HAVE TO HANDLE IT WITH COLLECTIONS. So I agree & take my keys. November 26th, I check my bank account & my card is ran. I show up to Safelite now speaking with the manager *****. He looks up the invoice and says this was ran for the recent service. I then make him aware of what occurred at the appointment, & what I was told. He tells me yes, I'm aware yet *****nues questioning everything. I'm frustrated questioning what I was told at the initial appointment, yet again the same lies they were telling me when I first called to cancel the service, he tells me "He cannot refund an outbound source charged that" I then question why/who ran the card without authorization?? All I get from ***** is "I DONT WANT TO ARGUE " "I'M NOT HERE TO ARGUE" then says he'll refund. He prints out just an invoice with no refund on it. I confirm with him making sure I'll be refunded he says "yes it takes a few days" I call Safelites customer service number a day later, to check the refund status. I'm now being told there's no record of a refund, I'm once again explaining what happened. She then calls that Safelite office & says to me the reason they didn't refund the card is because they were having trouble doing it that way? Then says the refund will go to executive services for their approval, I will receive an email shortly & a check will be mailed instead. A week goes by, no refund or email is received. I walk back into that Safelite office speaking to *****. He says executive services have denied my request. & I'm asking him why he say I'd receive a refund? Also why didn't I receive a call or email as told? He leaves me with the executive services #. I call the number given I'm told I'll be transferred once the managers free, I'm put on hold for 10 minutes. Then I'm told I'll get phone call later this week. I was never given a phone call.

  

  Business Response

  Date: 12/19/2022

  Good morning, 
  
  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 have escalated this issue to upper-level management to include the shop manager and the district manager. I have requested an immediate response to ensure that a resolution is provided for you as soon as possible. I will be contacting you directly has soon as I receive a response from that management team. Please reach out via phone ###-###-#### or email directly if you have further questions. 
  
  Sincerely,
  ****** 

  Customer Answer

  Date: 12/20/2022

  [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: 12/22/2022

  Good afternoon, 

  Approval has been given to process the full refund of $647.78. The refund has been processed as of 12/21 in which you can expect to see the payment reflect back on your card by 9-11 business days. 

  Thank you, 

• Initial Complaint

  Date:12/16/2022

  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.

  On November 17th, I had my rear windshield replaced at the Safelite in ********. The windshield was not sealed properly and I have water now leaking into my trunk because of the poorly done work. This is the second time that I have had a window replaced at this business that was not properly sealed and has caused water damage in my car.

  

  Business Response

  Date: 12/20/2022

  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 we proceeded with scheduling a warranty appointment on 12/28 for 10am at the location ********** location. I have notified shop management as well of the issue to ensure this issue is resolved quickly and efficiently. Please reach out via phone ###-###-#### or email directly with any further questions or concerns. 
  
  Sincerely, 
  ****** 

  

  Business Response

  Date: 01/11/2023

  Hello, 

  We have communicated with the customer and set a warranty appointment. We can help further by calling ###-###-####. 

   

  Thanks

  ****** 

  Customer Answer

  Date: 01/11/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I accept the business's response to resolve this complaint.
  
  
  Regards,
  
  
  
  ****** ******

• Initial Complaint

  Date:12/15/2022

  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 12/11/2022 I called to get my windshield fixed. They sent me to *** glass in Santa Barbara. I was informed I had a 500.00 copay which I made and dropped off the car, I picked up my car and immediately noticed my blind spot warning was not working. I called them and they said it wasn't their problem and they dont recalibrate those. I was told to go to the dealer. They informed me I would pay additional 500 to have it fixed. I talked to a supervisor at safelite and they said I shouldn't have been given that glass company and they would reimburse me for the recalibration. I also noted that there was tape over the trim that runs from the windshield to the back window. I took it back to *** glass and the tech that did it told me the clips on the trim were broken and he glued it in place so it wouldn't flap around in the wind. I pointed this out to the dealer and he said it wasn't a good idea for future repairs and I need to get a estimate from a body shop. I called Safelite customer support and they were no help. Wish I would have read the reviews for *** before I took my car there. They are rude and left me without my safety features on my car. I'm still waiting to hear what to do. My car is screwed up and no one wants to deal with it. I need body work and my safety features restored Worse company I have ever dealt with. How they stay in business is beyond me

  

  Business Response

  Date: 12/16/2022

  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. 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 ###-###-#### or email directly. 
  
  Sincerely,
  ******

  Customer Answer

  Date: 12/17/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I'm a senior on a fixed income , I collect social security. I go to food banks for food to make it through the month. I told the rep that t is very difficult to be taking time off my part time job to get the repairs done to my car in addition to the 500 dollar deductible i had to pay to abs glass to mess up my car. This is a hard holiday and it is worse now. They glued the molding to my car to save money on a new piece, I now have to get estimate for it to be replaced as they glued it to my paint job. And I have to take off to have that done. All they offered was apology's. I don't think I should have to pay 500 dollars to have my car damaged. Safelite is a huge company that makes millions every year and I understand I am just a percentage number to them. But I still don't think it is fair but there probably isn't anything I can do
  
  
  
  Regards,
  
  
  
  ***** *****

  

  Business Response

  Date: 12/20/2022

  Hello, 

   

  We are sorry to hear this and was advised that the original shop is addressing the warranty concerns and that the dealer was approved to bill for the invoice of the recalibration. Please let us know if we can help further, 

   

  Thanks

  ****** 

  ###-###-#### 

• Initial Complaint

  Date:12/15/2022

  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.

  Back on August 19, 2022 I took my GMC Sierra 1500 for Safelite shop located at **** ******** **** ** ******* ** *****. I went and picked it up the next morning once I got home and inspected further because the weather was bad, I saw that my truck had a back residue around the back slider window that was fixed. I called and spoke to a representative about the residue who stated there is a solution they use to remove no problem; he got me an appointment on the Safelite on 24025 Katy Fwy Katy TX 77494 which was closer to my apartment. Upon arrival on a Saturday morning, I was informed that my truck would have to be painted ok fine and that Shawn would have to speak to her manager and see what the next move would be. It was a few days I didn't hear from Sean so I called we discussed the fact it would have to be painted and that I can take it to my own body shop or use someone they have used before. I said I would take it to mine. Fast forward to November I sent Sean the appraisal from high quality collision didn't hear anything back, so I called. I spoke to a young man name Gilberto Fira that stated Sean no longer worked at the location give him all my information and sent the appraisal to him. On December 2 I received email from ******** ********* requesting pictures of the vehicle in which Sean had already taken pictures of. I sent the pictures no response from ********. I then found a number called and was given a phone number for ******** she stated that she is pretty sure she would have to get three estimates because the estimate was above what they expected 2029.26. She stated her district would be in town and I would get a call latest Tuesday December 13, 2022. I emailed ******** once again no response. I called on Wednesday she got on the phone and asked if I got the other 2 estimates no, I thought you would. She said no not her the customer meaning me. My issue is I didn't make the damages and should not have to shop around anymore for my truck to me fixed.

  

  Business Response

  Date: 12/16/2022

  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 Care

  Customer Answer

  Date: 12/16/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 18577268
  
  
  
  I am rejecting this response because: until this is resolved I am rejecting the response. I appreciate the response but i will not close until it is fixed.

  
  
  
  
  Regards,
  
  
  
  ******* *******

  

  Business Response

  Date: 12/19/2022

  Hello,

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

  Sincerely, *******

• Initial Complaint

  Date:12/14/2022

  Type:Billing 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.

  Both of my cars were recently broken into while I was traveling for work. Safelite came to my home to repair broken window glass on my 2020 Volkswagen Atlas on 12/12/22. I paid for the replacement window using my **** CC ending in ****. I was immediately emailed a receipt upon payment by Safelite. I subsequently received a telephone call from a "****** ********" on 12/13/22, stating that I had not paid for my services and that if I didn't give him a credit card over the telephone, he was going to "take me to collections." I informed him that I had indeed paid for the services, I had a receipt in hand, and a charge pending on my CC statement, and that this was clearly his mistake. Rather than apologize, he once again threatened to pursue collections activities against me for non-payment. Subsequently, I was informed by Safelite that another appointment I had for a window replacement on my second car (a 2020 Mercedes Benz GLC) had been cancelled because I was being "taken to collections" for non-payment. I tried again to explain to the representative that I had a receipt in hand, and even sent the same to him. He refused to acknowledge that payment had already been processed and continued to accuse me of not paying my bill, and trying to get me to give him my credit card information over the phone again. The persons working for this company have been absolutely awful to me in every way, and I don't think they have any clue about the consumer protection laws, let alone their obligations under the **** network agreement.

  

  Business Response

  Date: 12/16/2022

  Hello *****,
  
  I am very sorry to hear about the inconvenience/poor experience. If you could provide me with a copy of the receipt to show the proof of payment I would be more than happy to get this escalated to the higher up management and see what we can do to get this resolved, If you need immediate assistance, we can be reached at *************
  
  Thanks,
  *******
  Customer Care

  Customer Answer

  Date: 12/16/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  see attached receipt reflecting g payment.
  
  
  
  Regards,
  
  
  
  ***** ********

  

  Business Response

  Date: 12/19/2022

  Hello,

  Thank you for that information. 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 ###-###-#### or email directly if you have further questions.

   

  Sincerely,

  ******