Safelite AutoGlass

I set up a appointment for my windshield to be repaired on line through the safelite autoglass website. The guy showed up at my work place to fix the chip. He didn't even come find me before he started. I happened to look out to see if he was here yet. I spoke with him and told him that I was right inside the door. I later received a phone call from him after he left saying that it didn't go according to plan but he was still able to fix the chip. He also informed me that if it didn't work I would need to replace my windshield and I should check prices elsewhere because the prices at safelite were too expensive. I went out to look at my windshield and it didn't even look like he did anything. The chip didn't even look touched. He never asked me to come out and explain anything to me. I have had a previous chip fixed by safelite and that was was awesome. He showed me what he did and why the chip didn't completely disappear. You could obviously tell that this guy did his job. This time there weren't even finger prints on my windshield showing he even touched it and he informed me that he did my windshield by hand. My windshield is dirty and there were not even any areas that he would have cleaned around the area. I have contacted safelite about this and all they told me was that the chip wouldn't go away. They said nothing about me believing that he didn't even do anything or the fact that their employee tried to convince me to go elsewhere. Since then I have filed a complaint through the BBB and safelite refuses to respond so I can not add to my complaint or get anywhere. All I wanted was my windshield chip fixed. Safelite sent another guy out to look at the chip and he said that the original guy didn't fill it right and there wasn't anything he could do and that he would talk to management. I then got an email from management saying the chip I was talking about was not there the first time the guy came out. So, they accused me of lying, but sent the guy back out to fix the chip. When he got here I pointed out the chip and said that this chip was the one that was there the first time and he told me the other guy said it wasn't. Which was a lie to cover up not fixing the chip. So, this guy said he was going to fix it. He then called me (after he left) saying it couldn't be fixed and he called management and got me a rate of $254 for a new windshield. When I went out to look at the chip I saw that whatever the guy did caused it to start to spider. So, they made it worse. I agreed to the cost of $254. The guy got here to replace it and said my quote was $287. I said that is not what I agreed to. He informed me that it was not quoted with taxes and fees. I then tried to call the 800 number and got the same management that is trying to take advantage of me and accused me of lying. When I asked to speak to someone hire up they said I needed to call the 800 number and I said I did and she continued to screw me around. I am so upset because I am a single mother working two jobs just to make ends meet and I wanted my chip fixed because I can't afford a new windshield and now that their guy is at fault one for not fixing it to begin with and second because they made it worse they are trying to cover up and accuse me of lying and trying to take advantage of me. Originally, I wanted my chip fixed. Now I believe the only way to make this right is to replace my windshield.

After making arrangements to have my windshield be replaced I was given a price by Safelite of $599. The sent several messages reminding me of my appointment today at 10 am. While driving to my appointment I get a call from them telling me they had given me the wrong price. Instead of $599 it would be $1100. I told them to cancel the appointment. I found another place to do it for $599. To hell with Safelite! I'll never use them again!

My Pristine car went in to have a cracked windshield replaced. My husband sat there with it for over 5 hours when originally told 3 hours. He was given the bill, and told the delay was due to Recalibrating the windshield. No technician came and got him, and was told the car was waiting for him. He got in the car which was left running with no one around, and he immediately noticed the air bag light was on. He drove out of the parking lot, turned it off, and immediately restarted it seeing if that would reset the sensor. It did not. He immediately contacted the Manager who was at that time "in a meeting. "
Upon getting the car home, he noticed the wipers on incorrect, the rear view window buttons not secured in place, and when he shut the car off saw the chip in the PCM.
No response ever came from the Pine Brook Shop, so the following morning I contacted my insurance company. They had not received the bill but gave me the Safelite customer care center. I immediately called the center and was given a case number and a contact person. Again no one directly connected to the Pine Brook Shop ever reached out. When we were finally able to get manager #2, he said they didn't do anything and he had no idea what we meant. He did offer to have the car looked at again but said even if the sensor is going off they don't have Equipment to repair it.
Safelite customer care insisted that we have it looked at by either the dealer or our mechanic. We were assured if either could determine the sensor was on because of their technician, they would pay to make it right again. Well it was determined by a master mechanic that not only were the air bags sensors not working, other safety sensors were not working because of what the technician did, and did not have the correct equipment to correct the sensor problem. My mechanic was also able to do the windshield wipers at no charge but he did not do the rear view window loose part and he is unable to do a PCM. That HAS to be done through a dealer. He did however explain how a tool was dropped and chipped the unit while they were working on the overhead unit. Once this was proven to be Safelite's responsibility, they changed their story.
So we are out the price of getting the car fixed and safe, being now told to put it through insurance, and no permission to seek a dealer that can fix the chipped PCM Screen .
Through this ordeal customer care has tried to work with this shop but only to have what he has done ignored, or denied. We need for this to end. We need our money back for getting the car fixed that the technician recklessly worked on, and we need the other 2 issues fixed ASAP. This chip must be fixed before the cold of winter as it may cause the entire screen to crack.
Please advise what we have to do in order to get the money back to fix Safelite's damage. Photos were taken, phone calls, and technician comments were documented, and this must be made right.
If Safelite can not fix the windshields if certain high end vehicles, then they need to tell the customer so qualified technicians can perform the service. No one should drive a pristine, flawless vehicle in, and have a damaged unsafe one returned to them. The party responsible(Safelite) need to make this right.
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A few months ago I received a partial reimbursement for my windshield replacement. It included a full value windshield and labor, but did not include the propriety windshield "EyeSight" recalibration for my Subaru Forester.

Subaru windshield replacement requires EyeSight recalibration after the windshield in replace with their OEM material. A Subaru service representative told me that the EyeSight camera's warranty would be void if not calibrated by their propitiatory equipment.
Allstate did not tell me to go through there windshield company (Safelite) first but to submit a claim afterwards. Safelite insist that they must do the calibration but Subaru has the exact equipment and I did not want to void their warranty.

I've been waiting for Safelite to refund but as of now there has been no respond.

Allstate Policy number: [protected]
Referral number: 275074

Please let me know what actions if any I can now take.
Thank you,

Randy Hurst
[protected]@cox.net
[protected]

I decided to have a windshield put in my elderly moms car and the day they were coming out 6/19 I left the cash as per the quote with her. They ended up charging her more and selling her windshield wipers and charging her tax twice. I am furious they took advantage of her. She asked for a receipt and he said he only emails his receipts and I have yet to receive it. I am sure he pocketed the extra taxes charged and I want my elderly mom to get her money back for the charges that he ripped her off. The service was put under my phone number [protected] and it was for a 2005 Mazda Tribute. The service address was 1408 Pennell Road, Brodheadsville, PA. 18322. I believe the gentleman's name was Marlo or something like that a bald gentlemen as they sent a picture. I want my receipt for the services and I want the money back for the double taxes and wipers he forced her into getting. I was already asked about the wipers and declined the service. He took advantage of a 86 year old senior and I am furious and want restitution immediately. Thank you.

On 4/16/19 I googled and called the main number for customer service to obtain a quote for my auto window repair for a the small window on the back passenger side of my Infiniti G37x. The customer service representative was a woman, and she asked if I would be going through my insurance company or not for the repair. I specifically mentioned to her that if the costs would be more than my deductible ($500), I will rather go through my insurance instead of direct cash for repair. The representative was able to provide a quote which supposed to have applied a discount due to my auto insurance company, which was quoted as a total of $344.63 to include parts, labor, disposal, sales tax, and the mobile repair fee. The representative mentioned if the aftermarket product is not available or if the price change and goes up, I will be notified in advance by phone or email prior to my appointment date. I agreed, and provided my payment information to reserve the appointment slot for 4/23/19. Today 4/23/19, the technician arrives and I meet him at the front of my house while I'm on my cell on a business call and he asked for the keys and mentioned that he will let me know when the work is done. I gave him the keys and returned back inside the house. Once done with my call, I stayed outside as the last touches of the repair was being completed. Once the work is complete I am told by the technician the price for the repair is $500.43 (Attachment 3). Confused, I pulled up my Safelite AutoGlass Service reminder work order [protected] that I received via email (attachment 1), which reflects the original quote I was provided on 4/16/19. At this point, the technician then calls the store location (Im assuming the one nearest to my residence) and speaks with someone to confirm the price, which was stated that the price was 500.43 because the glass (product) was OM, and that there must have been a disconnect between the customer service department and myself. I also mentioned to the technician and whomever the third party was at the store location via speakerphone, that I was NEVER contacted or notified of any price change or hikes, as I was told when I first made the appointment. The technician himself even suggested that I call customer support to get it straight and mentioned they should be able to reimburse me or credit me back the difference. Being as though the work was already done, I had to pay for the service and work it out separately with the customer support line.

Now, my issue/complaint. As instructed by the technician I called the customer service line and explained the situation to a representative. And explained that I was NEVER contacted by anyone or notified of any price change for the repair, as initially mentioned when I reserved the appointment and provided pre-payment authorization on 4/16/19. After being placed on hold for some time, he returns and explains to me that the technician claimed I was notified of all the details prior to him installing the glass! Completely False, as for not one second while I was on a call did the technician mention anything to me, and even prior to him completing the job and me being done with my call, he did not mention anything to me in regards to the part being OM, if that was the case, I wouldnt be writing this complaint. This situation now becomes an ethical issue, because I should have been notified as mentioned when I first obtained a quote and locked in at that pre-payment price on 4/16/19 without anyone contacting me at all letting me know that there would be a significant increase in price! And to wait until service is complete to then break the news of such payment increase is very unfair, unethical, questionable, and it appears to be an up against the wall tactic to take advantage of me as a customer and customers that may even be on their very last dime and feel pressured into paying a debt that was more than they were expecting and could possibly put some customer's accounts into the negative, which is not a good look for financial and banking institutions! Unexpected repairs are already costly enough, but to then be hit with an unexpected price increase after service has been completed on the very day of the appointment is horrible and unjust. I would like to receive a follow up regarding this matter ASAP, as this is not a good first time experience for me at all and I really expected different. I am requesting a fair refund of the difference that I was charged for with this repair. My contact information is within the attachments. Regards, and I sincerely appreciate your investigation into this matter. Thanks in advance. Mike H.

An employee of yours has been harassing customers during her work hours.
Employee: Elora Gibson

She has an online presence on social media with a fairly large following, this has led to a group of people that sit with her in a Skype call and just mess with your customers and potentially releasing personal information to the additional people sitting on the call that are not affiliated to your business.

I called the location on Monday 1/28/19 to make an appointment for today Wednesday 1/30/19. The appointment was confirmed through a phone call Tuesday afternoon and then again through a text message Tuesday evening. I arrived at the location at 1.40 pm for a 2:00pm appointment. They took my 2015 Dodge Caravan in as soon as I arrived. at 2:10 pm a gentleman came into the waiting room and stated, well your windshield is suppose to be here, I know it was ordered and it shows on our inventory but I've looked all over the garage and I can't find it. Sorry, he then walked away and left the receptionist there to deal with a very uncomfortable situation. The receptionist offered to have an installer come to my home on Friday but I have no place to use to install a windshield. I had to call ahead 2 days to set an appointment, take 3 hours out of my work day, to be told, oh sorry I can't find your windshield. That's unacceptable. It's poor customer service and poor business practice.

On 11/14/2018 I scheduled a windshield replacement service for 11/15/2018 12:00 to 5:00. No one came to fix the glass; I got a call from the technician Mikal that afternoon stating that the glass was scratched and that another one at the shop was ready to be picked up. He was on his way to get it, to install it on 11/15/2018 12:00 to 5:00. I mentioned to Mikal that this vehicle was to be back at the dealership on Tuesday 11/20/2018 at 9:00, he replied that it was going to get done before then. Again he called me on Friday at 12:51 stating that the other glass was damage as well and that a new order was made to be delivered on Saturday 11/16/2018 and to install on 11/19/2018 08:00 to 12:00. On 11/19/2018 I call the technician at 11:10 and no one answered. At 12:14 I called again and spoke with the Technician at this time he said that the new windshield was received but also damage. New glass was ordered in the morning, and that he was on his way to the shop to find out if it had arrived. I expressed my concern about having to wait at home for full scheduled periods with no news and no calls from Safelite; he said that he found out about the glass being damage at 10:00 on 11/19/2018 and the office was supposed to call me. I understand we are dealing with glass, and damage can be done in transit or even at the shop or warehouse, but it is unacceptable that a customer has to wait at Home off work or with personal things unattended and no one shows up. I call Safelite customer service and got a transfer to Safelite Orlando (spoke with Amina, she gave me a hard time to transfer me to the Manager of the store) Finally, she transfers me to C.A. Mary (Kissimmee Store, 604 Osceola Pkwy), she said the manager Gabriel Ortiz is on Vacation and out of the office, stating that if I file a complain it will not affect them because everything falls on the technician. The windshield replacement is a service that to my knowledge, and per C.A Mary, Progressive insurance is paying on my behalf, IT IS NOT A FREE SERVICE! and customers like me, need a company that takes responsibility for their jobs. According to C.A. Mary, Safelite is getting pay for this service. I would not recommend Safelite Auto Glass to anybody. My windshield has not been install, and the experience so far has been worse than bad.

10/12/18 - Windshield was replaced.
10/14/18 - Left windshield gasket fell off
10/15/18 - Took back to Safelite. They removed it and said they will order new parts and it will be a few days.
10/19/18 - Called and spoke to Gayle and she did not have any information for me and said she would have George (parts person) call me the following day.
10/20/18 - Did not receive a call so I called and spoke with George and stated that they have them in stock at the Chicago warehouse and doesn't know why they have not received them yet. He stated that he will call when they come in.
10/24/18 - Called and spoke to Gayle. Gayle then said they haven't came in yet and will let me know. I told Gayle this has been going on since October 14th. She spoke to George and now they are coming from Nissan and don't know when they will arrive. I don't know how it went from a few day, to almost 2 weeks and then they have them in stock at the warehouse to now they need to be ordered from Nissan and don't know when they will arrive. I don't think it is good for the windshield nor the car to have water where there should be a gasket. First I am looking for this to be fixed and would like a refund.

This was my first time and will be my last time dealing with this company. Had my original windshield replaced on 9-25-18 after a rock hit it and cracked it. After picking up my car from the shop, I noticed that there is a substantial difference in the amount of noise coming through at the windshield. This includes wind and road noise, especially from other vehicles coming by me. It also rained the following days and I noticed there was a leak under the dash after driving in the rain. I contacted Safelite about the problems and I requested an OEM windshield be installed in the car to remedy both problems. It has been over 3 weeks and multiple phone calls to their customer care center and nothing has been done. Safelite refuses to warranty their work and products they install. I recommend taking your business elsewhere.

on sept 29 about 10:00 am a tech by the name of Jesus arrived to repair a couple of chips on my 2018 corolla as soon as he arrived he looked at the chips and stated the he wasn't sure if they where gonna be repairable but he was going to try he started on 1 chip and as he set about to do vaccum the glass it started to crack further he stated that this always happens to him and that he was stopping because he didn't want it to spread further but the damage was already done then he proceeded with the second chip seemed to work .
three days later I notice that the chip #1 started to spread further and chip#2 had a crack starting from the initial impact.
I have called safelite to contact a manager for the shop where the techs are at and ive been given the runaround please tell me they call me back in 20minutes I doesn't happed.
please help me this crack is spread diagonally

I have a crack in my windshield and contacted Safelite for a repair. I scheduled my appointment, received email reminders the day before. The morning of my appointment I received a call and email that my appointment had been cancelled and I would have to reschedule?! I called to discuss and was informed that the Tech assigned to my job had called in sick. (These things happen, but how is that my fault?) I scheduled another appointment for 2 days later (the earliest next appointment they had), my appointment was from 8am-noon. I received the reminder email the day before and the Tech info that would be coming to service my vehicle (BETWEEN 8-12) that day. About 10:30am we receive a call that the Tech was over booked and that he won't be able to make it during my scheduled time, but that he would be there as soon as he could... should be between 12:30-1pm. I know this doesn't sound like that big of a deal, but I had made arrangements for my son to be available when the Tech was there to replace this windshield and it caused him to possibly be late to prior arranged functions. I discussed my concern with the Tech who was very understanding and apologetic (the only good thing I can say about this company) and we discussed that if my son had to leave before he arrived or before he was finished, we could leave the vehicle unlocked and he would replace the windshield and lock it when he left. I didn't exactly like this idea, but what else could I do? I need this repaired. SO he called me about 12:45 when he arrived to my location and by this time it had started to sprinkle rain. (I know you can't predict or blame the weather), but I feel like I should've been priority first job on the list for this date, as this was my 2nd attempt to get this repair, and the 1st attempt was cancelled by the company at no fault of mine. The tech proceeded to tell me he had other jobs that he would try to do that were in garages and enclosed (IF you know you'll be working outside and there is chance for rain that day don't you do the outside jobs FIRST WHILE IT'S SUNNY? That way you can do the inside jobs if it's raining?!) All in all this has been a very unnerving experience and I do NOT suggest anyone else use this company. There are so many other glass replacement companies out there you can choose from. Oh and beware, their quoting system changes. I went online today to schedule a 3rd (AT THE STORE) appointment to finally get a repair done and talk with them directly about my disappointment with this company and the original price I was quoted went up $10 AND the promo code they advertise on their website DOESN'T WORK!

Just replaced my 761 miles mazda miata cracked windshield by Safelite glass. Tech replaced my windshield and scratched my brand new car's steering wheel...the technician nailed my steering wheel. Tech also scratched the framing which covers the windshield which is a gloss frame for miata. The plastics were not put back properly and the frame had a gap between the seal and the glass. What kind of a crappy business is this. I then called the customer service and I got blamed as if I have done this. Looking for compensation to get my damage covered properly by a Mazda dealership. The work order of this repair is [protected]

My insurance schedule an appointment on Thursday for repairs to my windshield and upon arrival from the safe light driver he instantly started to give verdict in the detail of my vehicle he then decided upon himself to not install my windshield due to he was in a non concentrated area and he didn't feel he had to do the services do to my neighbors he got scared the driver stated that he did not want to do the service in this neighborhood with these people standing outside not around his vehicle they were in front of their own residence not disturbing him he then stated that he had to contact his boss to see if he is supposed to do the services that my insurance company and I picked for Safelite to come out to repair my windshield he then stated you're not paying for this so there's no reason for me to be here and then he left as he was leaving I got his ID number and a card and the ID number was from the van 14990 if I'm correct I then contacted my insurance company to make a grievance complaint against the driver rudeness and disrespect and also racial profiling I also ask my insurance to file a complaint on my behalf they said they were do that because that was inappropriate behavior and out of character for the workshop that they chose to handle their clients business I am looking for a corporate office manager director CEO to give a contact call to mrs. Gills at [protected] please leave a message if no one answer with a detailed message and number and I'll get back with you at my earliest convenience but I do need a corporate office to give me a contact call so I can make my complaint verbally over the phone thank you.