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My wind shield was chipped in September 2012. I immediately called in my insurance company who referred me to Safelite who handles all their glass claims. They did come and fix the chip on the promised date. They did not clean the windows, etc as stated on their brochure, but I let it go. I was just happy to have the wind shield fixed. Last week it started to crack from the repair site. There were never any cracks from the beginning. Only the chip. I called Safelite and told them that it had started cracking that day and per their warranty, it was supposed to be covered for life. Safelite said my windshield had to be replaced. I'm thinking no problem, they will cover it per their warranty. Nope. Sharon Beaver at Safelite told me I had to pay the $250 deductible on my insurance to have get the wind shield replaced. I tried to be polite and explained the whole thing all over again and brought up the warranty only to be told that it did not apply to me. It was not the result of faulty product or workmanship. It was glass and of course it was eventually going to crack. What the heck? That's a load of bull. So I called my insurance company who did not agree with Safelite and actually called them on my behalf. Even tried to get them to give me a discount. Nope. The best they would do is give the insurance company back the cost of the repair if I replaced the wind shield, but would no nothing for me. When my insurance company brought up that this did not benefit the customer, Safelite agreed. I have filed a complaint with BBB and the initial response of Safelite was send an email saying they weren't responsible, that I had to pay the $250 deductible to get my wind shield replaced and they were sorry for the inconvenience. Needless to say, I did not accept this and stated so in my response to the BBB. Safelite does not operate with integrity or honesty. They do not stand behind their work nor their warranty which is clearly published on the web. Do not use these people! You will end up having to replace your own wind shield and foot the bill. Safelite is the poorest excuse for a company and customer service I have ever had to deal with.
I believe Safelite installed a faulty windshield in my bmw, but it took me a little while to inquire about the issue. They claim that my windshield experienced enough small rock pecks to chip my entire window when you can tell from the inside that there are millions of small glittery like material. When I called to mention it, the lady who answered the phone gave a name for this issue, but then they sent someone out...2 different people because I was not satisfied with their finds, a Caucasian rep the first time, and then an african american rep the second time as if I would receive it better coming from someone of my race. The windshield is faulty and they aren't taking responsibility for it. That warranty means nothing...it's just an empty promise to sooth the customer until something happens. I haven't been on any gravel roads behind anyone, and neither did a gravel truck disperse enough material that would cause the windshield to have a million tiny chips as they claim. RESOLUTION: I WANT YALL TO FIX THIS ISSUE AND REPLACE WITH A BETTER GLASS.
Same for me. It's nearly impossible to get through to any live person, no local phone shop numbers only the national call center. AFter being on hold nearly an hour, having to listen the incessant loop of "schedule online to save time! today only here is a promo code for $25 off, but you must schedule online!" it's clear they just want you to schedule more work & don't talk to anyone to ask about the guarantee. There is none. The only remedy they offer is to refund the auto insurance co for whatever they paid to begin with on failed work. The guy who came on the phone actually scheduled a replace appointment for me the next morning, and would not tell me what the bill was until I pressed him for it. Turns out $425, and he then says it's up to the insurance company whether they cover it or not. Well of course they won't - I told him at the beginning I no longer carry comprehensive insurance.
The lifetime guarantee is a total scam.
When I asked the agent what the lifetime guarantee is good for if I must pay for a total windshield replacement now, he kept saying the lifetime guarantee doesn't cover new damage. What new damage? It's a crack in glass due to their repair that failed. It's like he was talking from a script, kept asking if there was anything else he could do to help. How about stand behind the lifetime guarantee your company advertises? That would be a big start.
Had my windshield replaced on a 2008 Scion tc about a month ago for a crack that occurred from a tree branch. Today, after it has been raining on and off for about a week, I have water RUNNING down the inside of my windshield! The water is behind my dashboard! The moisture is so high that I also have moisture on the inside of all 6 windows plus on the inside of the sunroof. Safelite refuses to give me a rental car until they can look at it in a week and IF they determine it is their fault, only then will they talk about repairing the interior of the car! I asked "customer service rep" how they expected me to get to work for the next week as this is a dangerous situation to drive it in. (I am female and drive 30 min at 630am alone on back roads). Her response "I have done all I can do" Really!?!
So far, I am having the same problem with Safelite. Over the phone, they stated my replacement was covered by warranty. In their email afterwards, they stated I was responsible for a $499 deductible after the completed work. First, not at any time did I request or give permission to claim the replacement to my insurance... and second, I was not given any information regarding my insurance or payment other than it was covered by warranty. So- tomorrow I get to battle with them and bring in my insurance provider, which I feel is likely not to end in anyone's favor