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:12/07/2022

  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.

  Had a windshield replacement through our insurance done may 19th 2022 when I got home after service rendered there was a broken trim piece (camera coupler) on the floorboard I called the company who said they would replace the part..several eeeks later they said part was in and sent tech who when he got there said part was wrong and had to get it reordered several months go by and no calls so I call and ******** says the part is on backorder Sept 21 I get a voice-mail that says part is in that they would send a tech out the following Wed to replace Wed comes and goes and the tech never called or showed....call ******** last week and she says I'm gonna go over to the parts department and help them locate it and call you back same day end of day no call week later no call...corporate number just says we are unable to take your call now and hangs up....6 months 6 months for a $20 trim piece it's ridiculous especially the lack of communication the only time they ever returned my call they lied about them coming out I want this resolved please

  

  Business Response

  Date: 12/08/2022

  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 ************** or email directly.
  
  Sincerely, 
  *******

• Initial Complaint

  Date:12/05/2022

  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.

  OK I got my windshield broken on the parking lot where I work back in May and I called insurance and insurance refer me to a safelite they came over a week after to replace the windshield they did replace it with a new windshield everything was fine until it was driven home and I realized that my rain sensor was not working so I have call then because they offer you warranty for life they came over for a warranty check and we realized that was something damaged in there that's why the wipers would not turn it on plus they install the windshield improperly it's not fitting correctly that he told me there was an off rmarket Not the original the Mercedes benz required so he said he put a note for his manager and and letting him know what happened so they contact me and they say they were going to give me the original a week later they we have a schedule to replace it they call me the same day to let me know that the windshield got delivered broken so they rescheduled for the following week the following week they called me the same day to let me know that they never got the windshield deliver because it's isn't back order then they never call me back at June 30 from the 1 800 I stayed and that they were going to fix it and that that was ridiculous t No way to talk to them or leave a message I finally Got in touch with them and this new manager Carl give me his direct number supposedly and says that was 3 weeks ago and he said yeah we're gonna fix this no worry that's ridiculous I can understand I'm new here we will fix it and it's been 3 weeks I've been calling that number no one's answer called the office number no one's answer either and I'm still with no repair windshield with a damaged one where you can put your hand through between the glass I cannot even take my cars to a car watch because I guess wet inside I'm afraid that I will damage my car So I don't think that's right I don't think that's been handily properly that's why I'm filed in this complaint

  

  Business Response

  Date: 12/06/2022

  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 did escalate this issue to upper-level management and ask that they reach out to you right away. Please reach out via phone ###-###-#### or email directly if you have further questions. 
  
  Sincerely,
  ****** 
   

  

  Business Response

  Date: 12/16/2022

  Hello, 

   

  We set a warranty appointment for service and show all matters as resolved. Please let us know if we can help further. 

   

  Thanks

  ****** 

  Customer Answer

  Date: 12/16/2022

  [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,
  
  
  
  ******* ******

• Initial Complaint

  Date:12/03/2022

  Type:Customer Service 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.

  For the second time in a row using this company, Safelite Autoglass failed to provide mobile service as advertised, prepaid for, and scheduled on a Saturday afternoon.
  
  On 11/21/2022, I scheduled an appointment with Safelite Autoglass for mobile service to replace a windshield on my 2008 BMW sedan. The work was scheduled 2 weeks in advance and accepted by Safelite Autoglass for Saturday, 12/03/2022, between 12:00 pm and 5:00 pm. The work order number is ******. (attached)
  
  On 12/03/2022, just before 8:00 am, precisely like the last time I used this company, the local store called me on the same day and stated, "Unfortunately, a technician called off today, and you can either reschedule or come to the store. We can't come to the residence today."
  
  This company offers mobile service on Saturday but has failed to honor it twice in a row (100% of the time) in my experience. Why does this company offer mobile service on a Saturday if they cannot offer it on a Saturday? It is suspicious that a "technician called off" every Saturday I have tried to use this company. I prepaid for mobile service that did not occur.
  
  I am a disabled veteran who depended on this company to honor its advertised mobile service. It did not provide a military discount, and I prepaid in full for service not provided again. As a result, I rearranged an entire weekend of packed schedules last minute on the day of promised service to accommodate this company twice, back to back.
  
  I request a billing adjustment for the service not received and a respectable refund for the service not provided as advertised, scheduled, and prepaid.

  

  Business Response

  Date: 12/05/2022

  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 did escalate this issue to upper-level management and ask that they reach out to you right away. Please reach out via phone ************** or email directly if you have further questions. 
  
  Sincerely,
  ******

  Customer Answer

  Date: 12/07/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: ********
  
  
  Good morning. I am rejecting this response because: Safelite Autoglass upper-level management has not contacted me as indicated by this response.  They have not contacted me "right away" to discuss the complaint. 
  
  
  
  Regards,
  
  
  ****** *******

  

  Business Response

  Date: 12/08/2022

  Good morning Mr. *******, 
  
  I apologize for the delay in communication. During my previous conversation with the shop manager, *****, he advised he would be looking into the stated situation and would be following up with you. I went ahead and sent a reminder to him advising that we need to get a call back to you as soon as possible. Please let me know if you do not hear back from ***** by end of day. 
  
  Thank you, 

• Initial Complaint

  Date:12/03/2022

  Type:Customer Service 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 made an order for Safelite to replace my windshield on my '19 Ram. When going through the order screens I noticed a cash price was approximately $350.00. I went ahead and decided to do an insurance claim, I have a $500.00 deductible. So I was to pay $500.00. I called and ask why I would be charge the $500.00 when the price of the windshield was approximately $350.00. The person on the phone told me the windshield was well over $800.00 and the $500.00 deductible was the most inexpensive way to replace the windshield.
  I checked again and the cash price was under $300.00 and with tax and other expenses was $377.00. I made a new appointment to pay for the windshield out of pocket.
  So basically I was lied to by the person on the phone about the price of the windshield.
  Move on to today when my appointment was set for the morning, but the confirmation was between 8am and 6pm. I called at 8:36am to check on my appointment and I was told I was number 2 on the technicians list. It takes about 2hours to install a windshield, according to Safelites website. I call at 11:30 to check progress and was told he would be there 3:30pm to 4:00 pm.
  Again the person on the phone had lied to me. I canceled the order.

  

  Business Response

  Date: 12/05/2022

  Good morning, 
  
  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: 12/05/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 18519090
  
  
  
  I am rejecting this response because: They did call, I was on the phone with a client. I emailed and returned the call from ******. She was on the phone and told her college she would return my call in 10 minutes. That was around 11:00AM CST. It's now 3:15PM CST and NO CALL.

  Safelite is the gift that keeps on giving.

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

  Customer Answer

  Date: 12/09/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 18519090
  
  
  
  I am rejecting this response because: Nobody has explained why they lied about the price of the windshield.

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

  

  Business Response

  Date: 12/12/2022

  We apologize for the miscommunication on our part. Per our records and previous conversation with the Safelite manager Erica Jayme, service was completed on 12/8 at the Burleson location with the confirmed pricing from the management. Please proceed with contacting Customer Care at the following phone number with any further questions or concerns - 1-800-638-8958 

  Sincerely, 

  ****** 

• Initial Complaint

  Date:12/02/2022

  Type:Product 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 September 10, 2022, I had the rear hatchback window replaced on my Honda CRV by Safelite at 224 S Post Street, Spokane WA. The tech suggested that I also have a new windshield wiper installed for this window. The wiper was added to my order. However, none of the wipers Safelite had in stock worked on my CRV. When the tech and I tried to get the wiper removed from my account, we were told that the invoice had already been electronically entered and that accounting would have to work on it the following Monday. A note was made to my account for the manager, *****, to deal with this. When I phoned them the next week at ***** ********, I was told that accounting had been contacted and that the refund for the wiper should be credited to my credit card within a week.
  
  The credit did NOT show up on my card's statement of September22, 2022. Less than 2 weeks had passed since it was submitted to accounting, so I gave it another month. The October 22 statement also had no credit on it. I talked to **** on Oct 22, and he said to call back on Oct. 24 to talk to *****. I did so. ***** was disappointed that the credit hadn't shown up and he resubmitted it to accounting. I followed up with ***** on Nov. 8 at 9:38 a.m. PST. He said that the claim had been submitted to accounting on Oct. 31 and that the credit should show up that week.
  
  I have now paid the credit card bill for the Nov. 22 statement. No credit from Safelite. I called my credit card company Dec. 2 to verify that no credit has been received. I would like to be refunded for the windshield wiper that I never received. Price plus tax about $35.00.

  

  Business Response

  Date: 12/05/2022

  Good morning Mr. *****, 
  
  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 proceeded with processing an overnight check to you in the amount of $35.00 to the stated address: **** * ****** *** ******** ** *****
  The checks are cut every Tuesday and Thursday in which you can expect to receive the check Wednesday this week. Once again, I apologize for the delay and thank you for your patience. 
  
  Sincerely,
  ****** 

  Customer Answer

  Date: 12/05/2022

  [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. I reserve the right to continue with the complaint if the check does not arrive. 
  
  Regards,
  
  
  
  ******* *****

• Initial Complaint

  Date:12/02/2022

  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 a power window on my vehicle repaired by Safelite in Danbury, CT in 2020. Having an issue with the window again, I called the phone number on the Safelite's website for warranty questions on 11/16/22. They scheduled a warranty repair appt. for me at the Danbury, CT location on 11/26/22. On 11/25/22 I received a phone call from ****** *********, the manager of the that location, informing me that the part had not arrived so we would have to reschedule. I asked him to call me when they received the part. ****** called me on 11/28/22 and told me that he received the part, but also that his superiors told him that it is not covered under warranty and that I would have to pay for the repair myself. He told me that it would be cheaper for me to buy the part at Autozone and that, if I did so, Safelite would install it for me. I told ****** that I would think about it and get back to him. I thought about it and remembered that one of the reasons I chose to do the original repair at Safelite was the warranty. So I went to the Safelite website and It says that power window repairs are covered under their "Nationwide Warranty". There is no info on the website about the "Nationwide Warranty", but there is information on the "Nationwide Lifetime Warranty" which warranties repairs for as long as I own the vehicle. So I assume that the "Nationwide Warranty" and the "Nationwide Lifetime Warranty" are one and the same since the website only provides info on the latter. I made several attempts over 2 days to call the Safelite warranty department for clarification but am unable to get through to anyone "...not able to take your call right now," then hangs up. So I called ****** today 12/2/22 and explained this to him. He told me he had no idea what the "Nationwide Warranty" is and he couldn't find out because he is "running a business" and had customers to attend to. I reminded him that I am a customer. He was unwilling/unable to help. Warranty dept is still not answering!!!

  

  Business Response

  Date: 12/02/2022

  Good afternoon, 
  
  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 have discussed the warranty guidelines with the Safelite shop manager ******, and the district manager Rich, who clarified the time frame of 30 days for the regulator. I do apologize for the inconvenience. At this point, the option to have the regulator replaced with the Safelite ordered part is still available. Also you do have the option of purchasing the part separately and having Safelite install. Please reach out via phone 1-800-638-8958 or email directly if you have further questions. 
  
  Sincerely, 
  ****** 

  Customer Answer

  Date: 12/02/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 18513626
  
  
  
  I am rejecting this response because: I was lead to believe by both the warranty department and the website that this was a covered repair. Why would the warranty department set up a warranty repair appointment and order the part if it were not?  I was lead to believe it was covered until the day before the appointment. I would have already had it repaired elsewhere if the warranty department told me it wasn’t covered.  I do not accept the store manager’s word of what the warranty is. When I asked him directly he could only speculate. In my emailed response to Safelite I requested where I can find in writing what exactly the “Nationwide Warranry” is. I have yet to receive a response. I do not trust what the manager or district manager tell me at this point. The company should have something explaining what the warranty is, just like they do for the glass. It’s meaningless to indicate that something is covered under a warranty then give the consumer no way of knowing what that means. It is also mind boggling that a person who manages a store does not know and is unwilling to find out. 
  
  
  
  Regards,
  
  
  
  **** *****

  

  Business Response

  Date: 12/07/2022

  Hello, 

   

  Our warranty is covered for parts within 30 days of the install. 11/24/2020 is when we installed the DRIVER FRONT REGULATOR. This warranty will be voided at this point and we would advise you to please reach out to schedule a new order with a  body shop or through your insurance company. 

   

  Thank you

   

  ****** 

  1-800-638-8958 

  Customer Answer

  Date: 12/10/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 18513626
  
  
  
  I am rejecting this response because:  Safelite gave me misleading information regarding the warranty and continue to not accept any responsibility for that. They also continue to mislead customers by stating that this repair is covered under their Nationwide Warranty but making it next to impossible to find out what that actually means. Shame on you Safelite!
  
  
  
  Regards,
  
  
  
  **** *****

• Initial Complaint

  Date:12/01/2022

  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.

  My car window was broken into at a local park on 11/10. I filed a police report. The earliest Safelite could assist me was 11/14. I missed work on 11/11. My insurance (***) picked this up 100%.
  On 11/14, the tech called me just before the scheduled appointment and tells me the window glass was not in stalk, and it would have to be ordered.
  On 11/15 PM, the glass was in stock; the tech came to fix my window at work and told me he damaged the regulator in the process. So the job could not be completed and he said a new regulator would have to be ordered. He said his van electric outlet wasn’t working, so he used our electric outlet to get the broken glass pieces out of my car.
  For 2 weeks, there were no updates from Safelite regarding this regulator. I kept calling, and every customer service rep kept telling me they have “no info about an ETA and will not send someone out to fix my torn crash wrap as this is not protocol. One of them basically told me to have a good day and hung up on me”
  Finally, I demanded to be connected to the manager of the workshop, and she was kind enough to prioritize things and called me back to tell me the regulator would be arriving on 11/29. All this time, regulator was showing as ‘available’ on every online site I looked up.
  On 11/29 there was no call from Safelite, however I got a notification that they would be coming on 11/30. I called them and told them to come to my work address. The rep wouldn’t even take any notes, and told me to notify the tech when he calls me.
  On 11/30 the tech called me, I told him I was at the work address. This upset him and he said he’ll do his best to get to me, because he wasn’t notified of this change. I then called up Safelite and told them I have been waiting for three weeks and to please expedite this. The tech arrived at my work location at 3pm. At 5pm, he tells me the wrong window is ordered, so the job can’t be done. He also takes off my window panel and leaves it in the trunk, as he didn’t have the tools to mount the speaker back.
  So for the past 3 weeks, I have been driving 50 miles round trip in cold high winds at 55mph, with a torn crash wrap, and Safelite hasn’t fixed anything yet. Today is December 1, 2022.
  Meanwhile, my insurance company won’t let me give my business elsewhere as SAFELITE damaged the regulator, so they solely would be fixing it. I am paying additionally for sheltered parking to protect my car from rain. So far, this parking has cost me $ 122+$175=$297.
  This is the worst customer service I have encountered in my life.

  

  Business Response

  Date: 12/01/2022

  Good afternoon Ms. *****, 
  
  We are very sorry for this experience you've had with us. I am one of the Customer Care Agents that was assigned to your case. Since reviewing your complaint, I did escalate this issue to upper-level management at the Safelite location in Raleigh, including the District manager, and asked that they reach out to you right away regarding the multiple service delays and inconveniences you have experienced due to our services. Please reach out via phone ###-###-#### or email directly if you have further questions. 
  
  Sincerely,
  ****** 

  

  Business Response

  Date: 12/22/2022

  Good morning, 

  Per our records, the regulator and the glass was replaced as of 12/12. Please advise if any further issues arise by reaching out to Customer Care directly at ###-###-####. 

  Thank you, 

  Customer Answer

  Date: 12/27/2022

  [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.
  
  The situation was tackled very poorly however from the very beginning.

  No manager ever reached out as promised.

  The technician that completed the job on 12/12 was the most knowledgeable and professional among all, and should have been sent out on Day 1. 

  Worst customer care ever. They just added insult to injury at every step of the way. 
  
  
  Regards,
  
  
  
  ***** *****

• Initial Complaint

  Date:11/30/2022

  Type:Sales and Advertising 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 a scheduled appointment for windshield to be installed I arrived the employee who was supposed to open up the business for the day arrived late immediately got out of his car and acted like there was a problem with me scheduling the appointment the previous night online then told me he couldn't install the window because he couldn't warranty it because there was a flat spot in my roof from where the damage has been done to the car which was not true because I'd measured it with a laser and there was no impedance to the window being installed regardless I said okay tell me the window to which he said absolutely we do that I just have to get a manager's approval for the pricing because I will have to take off the cost of the glass disposal and the labor this was on a Saturday he was the only one working I'm assuming that is why he did not want to do the installation because he was being lazy or he was unqualified regardless I waited until the following Monday as he requested and called to speak to the manager to find out the cost so I can pick up the window at which point I was told they don't sell glass to customers and they were not going to sell the window to me wasting several days of my time that I could have spent going somewhere else I tried to plead with the manager he did not care they're the only place that had the windshield was actually no reason that they couldn't sell it to me as a matter of fact another manager on Saturday had already approved the sale but he specifically did not want to sell it to me for no actual reason other than his personal decision to not do so

  

  Business Response

  Date: 12/01/2022

  Good afternoon, 
  
  Please accept my sincerest apologies for this poor experience you've had with us. Unfortunately we can not able to honor the request to have the glass sold. It is not an option that we offer due to us not being able to warranty the glass. I have forwarded the information to the shop management team for review so they can follow up with you directly to discuss pricing of service and answer further questions that you may have. Please reach out via phone 1-800-638-8958 or email directly if you have further questions as well. 
  
  Sincerely, 
  ******

  Customer Answer

  Date: 12/19/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 18486044
  
  
  
  I am rejecting this response because: it's not true at all . No one ever reached out to me to reschedule. I had to buy a used windshield from a junk yard and install it myself
  
  
  
  Regards,
  
  
  
  ******* ********

  Customer Answer

  Date: 01/14/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 18486044
  
  
  
  I am rejecting this response because: I already had an appointment scheduled for your company to install it you told me you couldn't do the installation and you told me you would sell me the glass I want what was told to me I was promised me I want to purchase the glass for the price that it was promised to me at or less but definitely not higher I want what was promised to me which is what you should be held accountable for and no less
  
  
  
  Regards,
  
  
  
  ******* ********

  

  Business Response

  Date: 01/18/2023

  Good morning, 
  In regards to the options available - they are as stated by the shop manager. 
  1. Having the glass and installation provided by Safelite. 
  2. Purchasing the parts separately from another vendor and having Safelite install the self purchased parts. 

  Safelite does not offer the option of selling glass separately. We apologize for the miscommunication and inconvenience.

  Please proceed with contacting us at 800-638-8958 if you would like to proceed with either option. 
  Thank you,
  ****** 

• Initial Complaint

  Date:11/29/2022

  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 7th I discovered my vehicle’s rear passenger window had been vandalized. I scheduled an appointment with Safelite for November 11th at 9:30 a.m., and took my vehicle there to have it replaced. There was glass inside the door and in between its panels, as well as on the floor of the 2nd and 3rd rows. When I picked up my vehicle the same day at 5:00 p.m., I was told that there was still glass in between the door panels, but they were unable to remove it because it was inaccessible. I couldn’t be without my vehicle another day, so I paid the $412.98 and left.
  
  When reinstalling my children’s car seats, I noticed there was still glass on the floor of the 2nd and 3rd rows, and when I closed the rear passenger door the glass between its panels could best be described as sounding like a kaleidoscope. On November 21st I called to schedule another appointment to complete the removal of the glass.
  
  On November 22nd I took my vehicle back to Satellite around 1 PM. I got a call about 30 minutes later saying they had removed a “fistful” of glass from in-between the door panels, but again they were unable to remove anymore due to inaccessibility. When I picked up my vehicle glass could still be heard when closing the door, and there was still glass on the floor of the 3rd row. I told them this, but was told there was nothing more they could do. I called their corporate number, but they were unable to get ahold of the shop, so they told me to expect a call back.
  
  On November 28th I received a call back from the shop. They told me that they would not attempt to remove the remaining glass again, that they don't remove the panel to access the glass to begin with, and that it’s normal and lots of people have this problem.
  
  Safelite’s website clearly states:
  
  “When you come to us for an auto window replacement, our technicians will:
  
  1. Inspect the damage carefully
  2. Remove the door panel to access the remaining glass
  3. Vacuum any debris and glass from the vehicle
  4. Insert a brand new side window
  5. Test the regulator to ensure the window functions properly
  6. Replace the door panel
  7. Clean all of the glass on your vehicle
  
  The process is easy and stress-free — we promise.”
  
  I was told the 1st time that they were unable to remove the remaining glass (between the panels) due to inaccessibility, then I was told the same thing the 2nd time after they removed a “fistful” of the previously “inaccessible" glass, THEN I was told the 3rd time that they don’t actually remove the panel to remove the glass. I paid Safelite $412.98 and still have glass inside of my car door AND I had to pay to vacuum the remaining glass from the 3rd row at a car wash.
  
  Since Safelite is unable/unwilling to remove the remaining glass I will have to take my vehicle to another company, and would respectfully and rightfully request a partial refund for the service that was not completed by them twice (and refused a third time).
  
  I called my local ***** dealership service technicians on November 29th and was quoted between $150 and $250 to successfully remove the glass from the vehicle door.

  

  Business Response

  Date: 12/01/2022

  Good morning Mr. *******, 
  
  We are very sorry for this experience you've had with us. I am one of the Customer Care Agents that was assigned to your case. Since reviewing your complaint, I did escalate this issue to upper-level management and ask that they reach out to you right away regarding the refund to you for the glass removal. The shop management may request a copy of the quote from the dealership for the glass removal for reference so please have that available when they contact you. Please reach out via phone ************** or email directly if you have further questions. Once again, I apologize for this inconvenience - we will be sure to get this issue resolved for you. 
  
  Sincerely,
  ******

  Customer Answer

  Date: 12/19/2022

  [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,
  
  
  
  ***** *******

• Initial Complaint

  Date:11/29/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my daughters driver side window replaced and also wanted to have front and rear wipers replaced. When the technician came to change out the window he did not have the rear wiper with him, so he only changed the front wipers and the broken window. About a week later I noticed that I was charged for the rear wiper that did not get replaced. I called them and they transfered me to "The Shop". I told them about everything and was told that they would refund the amount for the wiper and to just give them 5-7 days. After a week, I still did not have my refund and I called again. I was told they were still waiting for the supervisor to approve the charge back and that I should see the refund in my account by October 24. I tried calling them again on the 25th and was told they would call me back same day. They never called back so I emailed them on October 26 explaining everything once again. They messaged back on October 28 stating they have looked into it and it would appear that are team is working on this to get this approved. Please allow us a little more time. I emailed back Nov. 5, still no refund, how much longer and was told Nov 7 that it seems the store has not had this approved yet and still waiting. I can send the store a email to see it they can speed up the process to get this taken care of. Pleas provide more time as the store may be low staffed. He added a couple people to the email to work on it and they said This will be done today. I emailed again on the 17th, 26th and 28th just to be told the same thing. Please be patient and give them more time, they are still working on the refund. It will be 8 weeks on December 1st that I have been contacting and waiting for this to be refunded.

  

  Business Response

  Date: 12/01/2022

  Good morning Ms. *****,
  
  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 went ahead and processed a check to be sent to your stated address in the amount of $96.93. We apologize for the delay in getting the refund to you. The check has been processed as an 'overnight' in which those are cut and sent out every Tuesday and Thursday. With that in mind, you will receive the payment Wednesday or Thursday next week. Please reach out via phone ************** or email directly if you have further questions. 
  
  Sincerely,
  ****** 

  

  Business Response

  Date: 12/09/2022

  Hello,

   

  We sent a check to the customer for $96.93 on 12/1/2022 9:40 AM as over night to: 

  ***** *****

  **** ******* ***

  ******** ** *****

   

  Please let us know if we can help further. Thanks- ****** - **************