Safelite AutoGlass

Not impressed. I know that with every time they fill a chip there is a chance of it spreading, but this is ridiculous. I brought my car in to get two little chips fixed and they found another one that was also small. They’d fixed two of them with no problems, when the tech walked through and said 10 more minutes and the last one will be fixed. After 20 minutes I looked in and there were 4 techs standing around my car. Not a good sign. They finally brought me back and I saw that the last chip had grown from the size of a pin hole to a crack bigger than a dollar bill. He told me that they weren't going to be billing my insurance because they had made it worse. He sent me to speedy glass because they could fix it. I get to speedy glass and they don't want the new guy to even try it, so they in turn sent me to Novus auto glass. Talk about a 3 ring circus. How can a glass place not have the right tools and equipment to fix the problem they created? I will never go to them again. I will probably need a new windshield before this fall.

I was initially referred to Safelite Auto glass through my insurance company. Safelite comes out, takes out my windshield and proceeds to tell me that because there was "rust" at the top he couldn't put my new one in and that I had to have it towed to a body shop to get the rust off? I had NEVER heard of this before. I called and spoke with a supervisor, Tammy who was VERY RUDE and doesn't know the meaning of customer service.

My husband contacted Reliable Glass and the ladies, (Jen & Lisa) were EXTREMELY HELPFUL and had a technician out within 20 mins and he completed the work in less than 30 mins. This is what you call EXCELLENT CUSTOMER service and the type of service that will DEFINITELY make customers want to come back. The best advertisement is WORD OF MOUTH and I will be recommending RELIABLE GLASS to all my family, friends and hospital co-workers:)

The chip in my windshield was very small - a chip approximately the size of the writing end of a ballpoint pen and no more than 1/4" to less than 1/2" split on each side from Friday when incident occurred until Tuesday, 08/13, when Austin Fields Work Order #: [protected] came to my work location in Neosho, MO to repair at approximately 4 pm. It was a rainy day in Neosho, and I asked him if we needed to reschedule as the car was out in the parking lot. He said the rain wouldn't be a problem (and though the car and windshield were covered with drops of rain-it wasn't raining hard) so he set up an umbrella on the hood and proceded to repair it. It took him only a few minutes and he came in to get my CC# and signature, assuring me the 'hold' was strong. I left Neosho at approximately 6:30pm, taking the freeway to my apartment in Joplin - a distance of 21 miles. When I got to my apartment, looking at my windshield from the driver's seat, the break on the left side of the chip had become at least 3" long. I was off work Thursday, 08/14 and never went out to drive my car. On 08/15, from driving it to Neosho to work, the split had become more severe extending at least 4" to 4.5". I called [protected] to talk to someone, and Brad answered my call. He was extremely rude. He told me they weren't responsible for the repair not holding, and - in essence - told me the only way to get credit for the $116.40 I had paid for the repair was to have them deduct the amount from the cost of their installation of a new windshield. At first, seeming to have no choice, I agreed and we scheduled an appointment - then Brad told me I would have to allow them to replace my windshield wipers as well and there would be a charge for new rubber moldings. I explained to Brad that Nissan had replaced my windshield wipers two weeks prior when I had my car serviced, and I wasn't paying to have Safelite replace them again. He then, arrogantly, told me if I refused new wipers - the warranty on the windshield would be voided. At that time I told him to cancel the appointment as I would call Nissan and get their referral to have the repair done. I later called back to try and have a conversation with someone else, and talked with another man (nice and professional)- didn't catch his name. He told me that he couldn't help me but would have someone call me back. A woman called me back. She also refused to refund my monies and stood by what Brad had said as "company policy"; telling me the only way for me not to lose the money I had paid for the initial repair was to have them replace my windshield, wipers, and moldings. A little later that same day, I called again and spoke with a very nice lady who displayed excellent Customer Service Skills and concern. She gave me the #: [protected] to call the Corporate Office in Tulsa where I spoke with a lady I believe she said her name was Lee. I was upset and aggrvated by this time, especially when she told me the same thing aabout 'not crediting my $116.40 back to my CC' and that I had no option to get my monies back except to have them replace the windshield, wipers, and moldings. I even offered to waive the travel charge and to accept a refund of $89.95 which she refused UNTIL I told her she was leaving me no choice but to file a formal complaint with Chamber of Commerce & Better Business Bureau in both Tulsa and Joplin and to make a full formal complaint/review online. At that point, she called me 'rude' but did say my $116.40 would be credited back to my CC. It is in my bank today.

I took my car elsewhere and they replaced my windshield and only replaced the top molding as that is the only one they took off and said my wipers were new wipers and there was no logical reason to replace them. I also have the 'guarantee' with them that if there is any leakage or any kind of problem, bring the car in and it will be fixed at No Charge. Their Total Charge for replacing the windshield with a new one was less than what I was quoted by Safelite - after they supposedly were deductimg my initial charge of $116.40. NOTE: by the time I took my car (Tuesday 08/20) to actually have the windshield replaced here in Joplin, the split on the left side of the "suppoedly repaired" chip had become more than 12" in length going down under the bottom rubber molding and out of site, and the other side had also split about 4" - going upwards towards the top of the windshield.

The repair and extremely bad customer service I reeived from Safelite Auto was both a surprise and a shock to me. I had used Safelite Auto in Texas in 2004 on a 2004 Nissan Sentra where a piece of gravel had made a bigger area to repair than this one was, and that repair as well as the attitude of Safelite employees I dealt with was both professional and lasting. So when I got this 'chip", I immediately went online to schedule an appointment to have this repair also done by Safelite Auto - big mistake.

P.S. During my time of my four conversations with the Customer Service Reps at [protected], I learned that it was Austin
Fields second week on the job. He seems a nice young man but not real confident in what he was doing.

I am retired now and working part-time. However, for more than three decades, I was employed in top executive management positions in the greater Houston, Texas area - overseeing all operations on a national and international basis. Safelite has a real problem in their sales/customer areas from my recent experience.

Respectfully,
Ms Vel Hobbs

On 05/27/2013 we contacted our insurance company in reference for a glass replacement for our vehicle, Our insurance informed us they only cover windshields so we would have to pay out of pocket and they put us in contact with Safelite Auto Glass Solutions so we can make a appointment for a tech to come out and replace our drivers side rear quarter glass on our 2009 Dodge Grand Caravan. The soonest Safelite could come out was 5/30/2013 between 8am-12noon so I went ahead and schelduled that appointment as I was unable to take the vehicle to get the glass replaced due to prior obligations. On 5/30/2013 approximately 8:30am a safelite tech named Joseph Biondolillo arrived at my home. He asked me to sign a paper so he could get started and I did, He told me it would take between 60-90 minutes to replace the window. Approximately 25 mintues later he told me he was done and I looked at the window from a distance and it did not match any of the other windows, The window we ordered was suppouse to be privacy glass with aftermarket tint. I asked him why it did not match and he told me he does not do tint and I was to call his boss "Bob" and he would take care of it so I paid and he left. I went back into the house and tryed to get ahold of his boss "Bob" and left 2 messages also had contacted the corparate executive services regarding the tint. The first representative I spoke to at executive services explained to me that the wrong part must have been ordered and he indeed seen on the work order it stated that it was suppose to have privacy glass and aftermarket tint. He was also having trouble reaching the shop and he was going to return my call after he got in touch with the shop regarding my tint I agreed and waited, During this time I had to run down to the corner store and when I got into my vehicle to back out of my driveway I looked into my drivers side mirror and noticed the bottom of the window was sticking out. I got out to verify and sure enough it was sticking out about 1/8th of an inch on the whole bottom of the glass. I drove to the corner store and the whole ride the window was leaking air and vibrating bad, I thought the window was going to break. I got back to my house and by this time several hours passed by and I still have not recieved a phone call back from Bob or corparate. I called corporate executive services and explained the situation again about the tint and also the 1/8th of an inch gap, This time I spoke to a female rep she informed me that they were going to listen to the phone calls to verify that when the glass was ordered originally we ordered a window with privacy and aftermarket tint, She put me on hold for about 15 minutes to listen to the calls. she also informed me the window was the correct part for our vehicle and the gentlemen I spoke with prior to her was "new to the corporate office" and gave me incorrect information. The lady at executive services said they were going to have to charge the call center for the tint where we spoke with originally when we ordered the window and made the appointment if indeed they did advise me that we would have privacy glass and tint, which she was insisting we were lying. She said we have the tint issue being handled now lets deal with the 1/8th inch of a gap at the bottom of the window and she placed me on hold and she was able to reach "Bob" and we had a 3 way phone call. I explaned to Bob the window did not have tint but the tint situation was being handled by executive services and something was wrong with the glass as the bottom of the window was not sitting flush. He told me my van was damaged and something was bent ect ect. I told him nothing was damaged and my van was never involved in a accident ect. He told me I would have to bring it to the shop to have it looked at and I explained I could not go as I had prior obligations hence the reason why I ordered mobile service to get the window replaced in the first place. He then proceeded to tell me he could not get a tech out to look at it untill Monday 6/3/2013. He was very arguementive with me and I explained my children ride in the van and I was scared the window was going to break when driving as it was making wind noise and vibrating real bad. He told me I had to wait until 6/3/2013 for a tech to come out so I had no choice to wait as I could not bring the van to his shop he then released from the call then the lady at executive services advised me she could not listen to the calls she then informed me it could take up to two weeks to review the calls I then asked her why she had me on hold for 15-20 min and advised me in the beginning of the call that she could listen to them. I requested a manager and she then placed me on another long hold and when she returned to the line she stated there was no manager available at that time. I advised her I will wait and she said I could not do that and She told me her manager was going to call me back in 1-2 hours as her manager was in a meeting and her manager would get the situation rectifyed. After about 3 hours we did not recieve any call. Later on in the evening of 5/30/2013 the tech that installed the window called me and told me he was about 5 miles away and he was going to come by and look at it. He did show up and tryed to adjust the window to no avail. He agreed with me something was wrong with the glass and nothing was damaged on my vehicle and he was going to tell his boss "Bob" that something was infact wrong with the glass and told me I would be hearing from his boss within a couple of hours. I never recieved a phone call from anyone. I have called and tried to get in touch with "Bob" and each time they make up an excuse like he's doing a window install or he's on the phone with executive services with a customer and I told them I would wait on hold and they told me it would be a while so they insisited I leave a message and he would get back to me. I have left "Bob" 3 messages and he still has not called me back, I feel he is trying to avoid me. All 3 times I did call and try to get in touch with "Bob" I did record the calls, If you provide me with a email address I would be more then happy to send you the recordings. I have tried to reach out to this merchant numerous times and nothing is being done, I need to pay for another window that is safe and also matches and for the install. Safelite Auto Glass Solutions did not provide or do what I paid them for. First I do not feel safe driving my vehicle especially with my children in it as this window leaks air and is violently vibrating when driving and it will only be a matter of time before the window breaks. Also the window was suppose to be privacy glass and aftermarket tint.

Brought vehicle in for a windshield replacement, have a $10, 000 paint job, asked them to be sure to cover hood when replacing, never covered hood, damaged clear coat and are refusing to do anything about it. Spoke with Dan Spriet, GM and he
said they could not have caused damage because hood was NOT dented where damaged!

I had safelite install a new windsheild in my truck which I was not there because I had to work. Later that day when I returned to my truck I noticed on the corner of my bumper was scratched knowing that it was done by there technition because my truck was parked on my front yard. I called safe lite to report they had hut my truck they denied it did not offer to compensate me for the damage. So make along story short I contacted the BBB and they also tried to talk with safe lite and they had no luck either. So needles to say they are a ### company and I will bad mouth them when ever I have a chance. I know I have stopped 7 people from calling them and plan to stop more.

When pulling out of my driveway a small 6 inch crack developed in my windshield that SafeLite had previously replaced. Without going into all of the poor communications and lack of proper responses from Safelite – they basically declined to replace under their “National Life Time Warranty”. There were 3 very VERY small rock chips in the windshield, so their point of contention was the crack was caused by “new” damage. The chips were approximately 3 feet away from the original crack – which is what I explained to the Small Claims Court Judge.

Prior to walking into court Safelite offered to a replacement by billing my insurance and waving the $100.00 deductable. In other work they wanted to rip-off the insurance company for their defective product and poor service. Safelite lost the case and was ordered by the court to pay full price and cost for the windshield.

Bottom line – their “National Life Time Warranty” can almost ALWAYS be declined by them as there will always be some small rock chip that they can find in your windshield to void it! Don’t believe their warranty.

I got a chip in my windshield on my 2005 Mini Cooper S (9/17/12) and called Safelite, as the company I normally use for this type of thing went out of business. They were very efficient in addressing my insurance and making an appointment. The service tech called and arrived as scheduled and did all he was supposed to do. My complaint in the resin they use for the repair is not clear. It's an off white. You might as well put a band aid on it. Now I have a windshield that has a spot on it. I was told that's what they use for all repairs. Had I known, I would have gone elsewhere. I did inform Farmers Ins.

On the 14th of August I had my windshield resealed at the Safelite located in Fairfield Ohio. On the following Saturday the 18th I noticed cracks in the plastic cowl underneath windshield that were not present before the work was preformed.

I am aware that Safelite does a pre-work inspection with the customer present and I was never informed of any previous damage to the cowl during said inspection. I have a witness who was also present during the inspection.

After speaking to Janet, an associate for Safelite on August 20th she set up an appointment on the 21st at the location that preformed the work.

At this appointment they stated that I had been shown the damage during the pre-work inspection since it was on their pre-work inspection form that I signed. However, I was not. Additionally, I was not given a copy of the form after signing it. I was only given a copy after the work was preformed.

I called the corporate number again on the 21st and talked to Jerome who connected me to Mike the manager of the Fairfield location. He stated that since it was on the pre-inspection form they would not be paying for it. I told him that regardless of the notes on the pre-inspection form, which states there was a crack on the driver's side there are now several cracks in the middle and passenger's side as well, one of which has been glued. Mike told me that if the cowl was cracked in one place more cracks could occur while I was driving down the road. I called my collision shop to confirm. They said that it would be impossible for it to crack in another location while driving even if a crack was previously present in a different area. It would also be impossible for it to be glued while driving down the road. I do not appreciate being talked down to by Mike.

I was transferred back to Jerome who I then asked to transfer me to a supervisor. He said that his supervisor, Sandy was unavailable. I said I would wait but he refused to let me do so. He stated that he would send her an e-mail and she would get back to me. She never got back to me.

I filed a complaint on August 29th with the Better Business Bureau regarding this issue. On the 30th of August I got a call from Executive Services. Gerald, the associate ran me around in circles by reading me the complaint that I filled with the Better Business Bureau and stating that he could do nothing to resolve the issue. I was frustrated that I was being called and nothing was being resolved.

Bottom line: Don't use them. They are unwilling to help and will run you around in circles.

I had a chip in my windshield and was recommended by my auto ins company to use Safelite for the repair, they apparently do a good job and have a 5 point service repair. Well, about 0.5 points of service was completed on the job. I had to file a complaint with the company and my auto ins carrier. Safelite offered to REPLACE my windshield free of charge...big mistake, I should have paid my deductible and had another company do it. They installed a defected piece of glass in my car and did a shabby job on the replacement. I am so angry that I refuse to even deal with them again, and I hope my windshield chips and I have to actually pay my deductible to get it replaced by a much better company. My car is only a couple months old, and it looks pretty shabby if you look at the windshield. They did not adhere all the molding and the windshield actually has a dip in it! Two of my co workers noticed that, and I noticed the lack of adherance to the windshield. I actually did bring it back and discuss it with them, and they said it is normal...um, no it is not!

I highly advise anyone that uses this company to replace or repair your windshield, you WATCH them fix/replace it, or chose another company. It is not worth the headache and time to let them do it without someone watching them like a hawk.

This company is the worse company I have ever dealt with. Their prices are outrageous. We used them only because my insurance company told us to. They never checked our coverage with our insurance carrier. Which they said that they would be getting back with us for the amount of what we would owe. We had a window for our 1998 Dodge Dakota truck broken. The guy came to our house to install and gave us a bill for $699.00 after the installation. I called the company and told them if that was the price to take the window out. And of course they could not do that".

The office girl said that they made the mistake and that someone would be getting back with us on Monday morning/. They never did even after I had left messages on Monday morning.. Then we received an invoice stating that we did not have glass coverage and our bill was now $1069, .00! So we have been fighting this one, . The company lies and the business practices are illegal:. Run fast do not use them! After the fact I called them back to get another estimate for the same vehicle and the same window and as a new customer".

Then when submitted a check they conviently did receive it! Charging us now additional fees to stop payment. The company plays games and are unethical.

Ordered stationary window for my 87 Ranger. They delivered and installed a sliding window. It leaked. I called they came out. Took it out re-installed it. I then had a new interior installed. You know New carpet etc., well the window leaked on my new carpet. To save my carpet from water damage I took it out. Safelite came out and put some GOO in the window and said "dat ll stop hit. frum leaken". Well I re-installed my new carpet. Guess what the first time it rained, it leaked. I called made the appointment and then I noticed that rain may have been coming in my door. So I installed new door trim, window trim etc. Nope the window leaked. This time I took a video of it leaking. I called Safelite and they said they were on the way and would be there at 12:00. At twelve, a guy called said " Da onh le way yor truk ken b fixed, iz we bringe hit two hour shoppe". I told him dream on. Get out here and fix my window.
Now this whole ordeal could have solve easily, but the Tech side of the Safelite farm, must be asleep on the loft, or he has his head up a Safelite horse's window.Now dispatch is outstanding. I love all the people in Dispatch. Stefanie and all the girls there worked hard trying to get the warranty work done. I thank each person in the Dispatch Department, but the Technician side of safelite is a waste.

Safelite replaced the windshield in my son's Sebring on a Thursday. Three days later he noticed a crack extending out from the molding around the windshield on the driver's side. He pulled the molding back and discovered a hole all the way through the glass that was shaped like the head of a screwdriver. The molding had no marks on it so obviously it hadn't been struck by a rock. It was clearly done during installation, never pointed out to us and then covered up with our molding.
When we called Safelite to complain, they promised to send a technician out the next morning to examine the damage. He arrived nearly three hours late and, in spite of the undamaged molding, told us the damage was from a rock. When we contacted Saftelite again and asked for a supervisor, we were told that we would need to drive the car sixty miles to the Safelite office for the supervisor's review. We didn't bother. By then we knew what the supervisor would say so we called our insurance company. They sent an adjuster out the next day who took 30 seconds to conclude the damage occurred during instillation and said that it was impossible that a rock caused the damage. Safelite will never get another insurance dollar through us.

This is the 3rd time saflite has came out to do the first job it intended to do! they incovienced me so much i lost $375.00 of my livelihood because of there mistakes and then what do they do cant send someone back out till tomorrow and thatll cost me ANOTHER 375.00 if i miss that day of work too! I only get these jobs every now and then so when i loos them i loose ALOT and they still wont accomadate me the right way! EVERYBODY DO NOT USE SAFELITE AUTO GLASS OF FORT LAUDERDALE THEY ARE SCAMMERS AND SEND HOMELESS LOOKING DIRTY PEOPLE TO YOUR HOUSE! and there site says they do all these different things when there done lean up the glass wash your window and clean anything up thatneeds to be cleaned or they caused and they didn do NOT ONE OF THOSE THINGS AND THE FARTHEST FROM PROFESSIONALISM THAT IVE EVER SEEN!

I switched from another company to go with safelite. I called the 800 number and got a rep that took my information and I told her what model my truck was with all details. I even called back to confirm and told the new rep that the first rep had issues finding my truck model on the phone. He said it is fine we got it. Then I called on the day of appointment to let them know the best number to contact me at while I was at work b/c I forgot my cell phone at home, so the rep called the tech and updated the account at 730 am. But, the tech still called my cell and left a message and of course no one answered b/c my cell was at home. So, after waiting an hour after the time the rep said he would be here I had to call you guys back again and ask where the window tech was. Finally, he calls back and said he will be there in about an hour and that he was finishing another job. So now we are 2 hours after the time scheduled (after lunch and my appointment was before lunch) So when he gets here, I go meet the guy outside, move my truck for him and believe it or not an hour later he calls and said Safelite ordered the wrong glass and that he has waiting on another person to bring the right glass for my truck. Also, after the job was done the rubber molding on the window was damaged and he scratched my hood of my truck with the install. As you can tell this experience was not very good, in fact it was a joke! Now they are ordering new molding and I have to take time out of my day to go to a body shop to get the paint repaired. Will never use them again, now I know why they give you a lifetime warranty, b/c you will have alifetime of problems!

If you want appointments thaty aren't honored and technitians who give BS excuses on to why they are not showing up than call Safelite Auto Glass of Danbury CT. I had a windshield repair on my 2008 BMW 750li that was scheduled and re-confirmed for between 8and noon on a Friday (I took the day off from work for this appt) only to get a call at 11 stating they wouldn't make it because they recieved the wrong windshield, they told me they would be out first thing Salurday morning, 8 am I was promised! Well at 10:33am I get a call telling me that they can't make it until between 3and 5 pm and I would need to be there to wait for them. The worst part is this is the 2nd time this has happened within the past 6 months (I know I have an issue with broken windshields, the last time I dealt with Safelite of Danbury CT THE EXACT SAME THING HAPPENED! DO NOT USE SAFELITE DANBURY CT - THE SUCK BIG TIME!

Safelite Auto Glass pays their telephone sales reps $10/hr plus comm. But, not many do well enough to make comm. So, your dealing with a $10/hr employee, one step up from a fast food joint. The job coaches motivate employees like poking monkeys in a cage with a stick. Not many "happy" employees in Chandler, AZ call center. You should hear the gripes at outside at the smoking table. So, when you do business with them, your going to get the kind of service and job you expect to get from a $10 hour employee. Your better off to do business with a smaller local shop, your will be treated better, and it will cost you the same. Enough said.