Safelite AutoGlass

My name is Yerby Billingslea. I have a 2019 Audi A5 that I lease out to others by way of Turo. In other words, it is an important source of monthly income. On Jan. 16, 2024, while out on lease, a client had an incident that resulted in the windshield being damaged. I immediately contacted the people at Turo to file an incident report and was instructed by them to find a reputable auto glass repair shop, get a quote, and they would handle it from there. I chose Safelite in Macon, Ga. on Jan. 16th. They scheduled an appointment for Jan. 24th, 8 days later.

I arrived on the 24th a little before my scheduled service time of 8 am. When I told the lady at the counter who I was and why I was there, I was informed that my glass had not yet come in. She said that the problem was with the warehouse and that they were at their mercy. My problem with that is that no one took the time to call and inform me in advance that the glass had not come in. It was too late to cancel the Uber a called to meet me there to take me to work.

After not hearing back from anyone for an entire week, I took it upon myself to reach out to them to check on the part. Once again, I was told that the part had still not come in. No updates on an ETA was made available.

Finally, on Feb. 9th, an appointment for my replacement window was set for Feb. 14th (20 days after the initial scheduled service). Service was completed on Feb. 14th. On Feb. 15th my wife drove the car to work. When she got off work and got into the car, she discovered that the mirror had fallen off onto the center console. She actually had to drive the car home like that. Her commute is 30 miles one-way. She felt completely unsafe on the drive home; and for very good reason. That was very dangerous for her to do. I called the shop first thing the very next morning (Feb. 16th) to inform them what had happened. I drove the car to work because they were going to send a tech to my job to reattach the mirror to the windshield. However, he was unable to reattach the mirror because he said the glass was defective. He apologized and said he would tell someone what was going on and that someone would contact me that day to schedule a new in-house service appointment. That call never came.

For the next several days I could not find the keys to my BMW. I looked everywhere I could think of, but they were nowhere to be found. Initially, I didn't think that what was going on with my Audi, had anything to do with my BMW keys. I'll come back to that later.

I finally picked up the phone several days later and called them to get an update on what was going on. The person who answered my call apologized for not having reached out to me, but that everything had been crazy around there because they had a new manager. She set my next scheduled service for Feb. 28th at 8 am.

Back to my missing car keys. So, because I couldn't find my car keys, I had no other options but to drive the Audi back and forth to work with no rearview mirror. After racking my brain for over a week about my missing key, I decided to call the Safelite shop to see if by chance someone had seen a BMW key. The person on the phone said that a BMW key had been hanging up inside the front area for about a week. Someone there had, for whatever reason, removed my keys from my car and hung them inside. All I could do was shake my head in disbelief. I had to go by there and retrieve my keys.

Finally the 28th came. I took my car back to the shop and left it. They told me that it would be ready in about 3 hours. By the way, this would be my third Uber from there to work. I went back at 1 pm (5 hrs later) to pick up my car, but for some reason it was still in the shop. Finally the tech came in and told me that they were having a hard time getting everything to calibrate and that they were on the phone with someone trying to get it done. I couldn't wait for it so I left and went back to work. The tech called me later and informed me that they had finally gotten it calibrated, but as they was putting the mirror back in place, the housing broke again. I went back by there after work to pick up the car again. This is when I met the manager for the first time. I told him who I was, he pulled my work order, looked at it and handed me my keys. He didn't even know what had happened. When he finally figured out that there was a problem and what the problem was, he apologized and dismissed me. I had to ask him if he was going to set me up for a new service, because he seemed to not understand that I need one. The 28th was on Wednesday of last week. He set my appointment for the following Monday, March 4th. I stood there and asked him directly, if the glass would be there so soon. His response to me was, "I would not be setting the appointment if the glass was not going to be here."

I went back on the 4th at 8 am, gave my keys to the lady inside and walked out to get in the truck with my wife so that she could drop me off at work. Suddenly, the tech came running out to stop us before we pulled off to tell us that it was way too early to pull the glass back off the vehicle. He insisted that we wait another week or two to come back in to have the work done. He stated that he didn't want to run the risk of the glue getting on the interior of the car. My wife hit the ceiling! I had to calm her down because this entire ordeal is insanely ridiculous. The tech told me that someone would call me shortly with a new appointment.

And here I sit, typing this complaint and my car glass is still not repaired; and true to form, I have not heard from anyone about scheduling yet another service. And by the way, I called the Pissed Consumer Team to lodge my complaint. I was told that a District Manager would give me a call within 24 hrs. That was on Feb 27th and I still have not heard from him either.

I cannot begin to express our frustrations with Safelite. This has been the most infuriating and inept service experience that I have ever had. We have potentially lost well over a thousand dollars as a result of this stream of much needed income shut off because your company can't do the very thing that they are supposedly experts at doing. To add to the frustrations, it is not like we can go anywhere else to get the job done, because you have already been paid. We are the only ones not whole in this situation. It will soon be 2 months, and we are no closer to getting our windshield repaired than we were when we first made contact with Safelite.

Good Morning,

I am writing to say that although I received great service by Safelite on 2/6 to replace my windshield; I received my Sunpass statement yesterday on 2/22 on my birthday I may add, and there were several charges added to my transponder two days after my windshield was replacement and I have not been anywhere near a Toll in months. This is what happened, I picked my car up and saw that my transponder was missing, I walked back into Safelite and was given the transponder I was told was mine from my broken windshield. I received my Sunpass statement and saw several charges on 2/7 and 2/8. I went out to my car to see the transponder # and saw that it was not my original transponder. So now I'm pissed because I now have to write a dispute to receive the funds back. I tried calling the Palm Harbor location to speak to someone before it came to me writing this complaint. I kept getting the runaround with the call center. I finally received the direct number from the call center and no one is answering nor did they answer the call center when she called. I have never had this to happen to me and am very disappointed with Safelite in Palm Harbor at this point, I am blaming Safelite because they were the last people that had access to my transponder, somebody has it. I did report the transponder as stolen.

Had a windshield replaced May 2023, when the weather started to change there was much water on the inside of the windshield as well as a inch of water on the

drivers side carpet. The car now smells musty. We returned to Safelite the following January to have a tech look at it. He stated there was nothing wrong we should check our sunroof.

I was not happy with that explanation so we took it to another glass shop and had them replace the windshield and they told us the windshield was not sealed on either side. We again paid to have another windshield installed. We expect the money back for the first windshield and for the carpet to be cleaned and sanitized. Sincerely

Robbin Gavron

Had safelite replace windshield sept 2022 and reinstall to correct on 11/22. This week with the heavy CA rains my car 2019 Infiniti G50 experienced a failed electrical issue and Inifinti of Thousand Oaks service has estimated $4,500 to repair all damage to the electrical issues which are directly related to leaks in the windshield install. Tom Taylor. 7905 McLaren Ave West Hills CA 91304. Ph [protected]

After the initial appointment, I was told that the chip in my windshield could not be repaired, I would need a replacement. The technician stated that Safelite would be contacting me to set up a new appointment. I did not hear from them, so I reached out and was able to reschedule. The day of my appointment came and because of the frigid weather here in Muskegon, MI they called and asked me to reschedule due to the temperatures, I totally understood. I reschedule on the phone with a gentleman, and he was happy that I understood. I gave them an open time on that day. We scheduled anywhere from 8 am- 5 pm. They did not show up nor did they call. I have called and called trying to speak to someone and I get automated answering. When I finally get to the correct spot to talk to someone, the automated service said they are not able to take my call. I chatted with someone online from Safelite and they did give me the local number to the Muskegon shop, and again it goes to the automated service. Now my windshield is cracked, and I have had no communication with them whatsoever.

After my divorce in 2022, I purchased a 2020 Volkswagen Atlas from a local dealership in Prairieville, LA. Excited and eager to purchase my first vehicle without another person involved, I never noticed the windshield not having the Volkswagen emblem on it and CarFax does not put windshield replacements on the history.

Many trips to the Volkswagen dealership in Baton Rouge and thousands of dollars later, my vehicle is only continuing to have issues. Few of the items on the list of repairs: (4) all tires had to be replaced due to improper weight/unbalanced, sunroof seal replaced due to water leaking into the interior portion of the car, both doors on the drivers side have been "tightened" at the hinges, new battery, non-working cruise control due to non-calibrated front camera.

Volkswagens diagnosis... incorrect windshield for vehicle and unable to calibrate until replaced. Guess how much that replacement will cost me... almost $2500!

I finally found out that my cars previous owner replaced the windshield TWICE in less than one year with Safelite... September 2021 and March 2022. I purchased it in September 2022.

I went to the Baton Rouge Safelite location and was appauled at the service I received. The manager basically made me feel stupid for being there and said that the warranty only goes to the purchaser of the windshield. I tried to explain that this was not a cracked windshield needing replaced by warranty, this was an installation error that has caused major issues to my vehicle and money that a single mom of three can't afford! I bought this car to downsize and save money, not have a money pit like this... all because of a windshield being installed INCORRECTLY!

A week ago a tech came to my place of work and replaced my windshield. He also said he had to replace my rearview mirror. He told me "it's a Nissan mirror" even though I have a Toyota. He literally told me that if I wanted a better mirror, I could go to Car Toys. As I was at work and busy, I said ok and he left. When I went to leave work, I recognized that my auto dimming mirror that also had passenger seat airbag sensor, emergency call button, and On Star button was not at all equivalently replaced. I had a $10 piece of crap mirror. Today I went to the local SafeLite location to complain. The front desk person told me that the pre-work photos showed a cheap crappy flip mirror and that "we don't replace your mirror" and that the original was put back on. I told her the story and she insisted that the tech returned the original mirror back. I'm furious that not only was an expensive mirror stolen from me (probably to be sold for profit), but that I was treated in this way. It was assumed that I was the liar. Do I have to file a police report? What the heck? I'll be taking this places and demanding accountability. And I'll never use this company again. I'll also be informing my auto insurance company about all of this and posting this story everywhere I can.

2014 Ford Focus. On October 9th the tech came and replaced my windshield, Noting I was already missing my driver side molding. Upon completion and then driving it, the windshield molding passenger side came loose, and I had a massive air leak. I contacted them to fix the issues. A tech came on the 16th of October and told me that the issue was a missing molding. (Keep in mind, the leak was on the drivers side of which I had already been missing the molding). Regardless, the tech taped over each molding side and said they would order moldings and replace them in a few days. It was a week without hearing anything so I called them. I was now told “I was responsible for replacing the moldings”. When I told them to check the records that the original tech took… the acknowledged I was correct and ordered moldings. The moldings finally were replaced November 10th. (One month from install). Upon driving, there is still a massive air leak. They get me into the shop today (10/16). I’m thankful for this, and it appears there is no more air leak. I have tape residue on my car that they refuse to remove and say it’s my responsibility, even after their technician said to leave it until the moldings came in. On top of this, I have a video of the finished product that I would love to share with someone that’s a regional manager or higher. The level of service provided has been beyond atrocious. I now have some sort of sealant used on the moldings that is leaking out and on the paint of the car.

On October 30, 2023, I had and went in for an appointment to repair a windshield "chip" on my 2017 Chevy Trax at your Naperville IL location.

I spoke with the tech. He told me when the repairs were complete "all I would see would "be like a smudge" like a bug smudge. WRONG!

NO sooner did I pull out of the lot, got less than 2 blocks away, I turned around and went back in. I could see the entire "crack and star" from the inside. Your tech never mentioned to me I would see that. After I parked, I just ran my fingernail over the area repaired. There still was a "divit' a portion of the chip that was never filled. When the tech came out, I asked him about being able to see everything from the inside and the divit. He only responded on "the divit" saying it was too small to repair? Really? it was encompassed within the area that was to be repaired. If it could not be repaired, then WHY did he not say so to me before the work was started.

This was a terrible job! Not to mention greasy fingerprints were left on the windshield. I want a refund. I will be filing a complaint with the Better Business Bureau. I have had friends that have done their own repairs, and I considered this, but was concerned as the temperatures had dropped outside. I should have let them fix it. The person that used a home kit you can't even tell where he repaired his windshield.

My right passenger window was cracked due to an apparent attempt to steal my vehicle. My insurance company advised through the glass replacement on my policy I had to go through Safelight for a replacement. I filed my claim on September 25, 2023 and was advised the glass was ordered. To date, I have never hear back from Safelight and I called 100 times. Totally disregarded me. Horrible customer service. I would never use them and would never ever or recommend this company to anyone.

On October 2, 2023, at 1;00 PM I left my vehicle (2019 Camry XSE) at the Safelite shop on 11235 THREADSTONE LN, in Knoxville, TN for scheduled replacement of windshield as scheduled. Received text that job was completed at 2;41 PM the same day. I couldn't make a good inspection of the job due to shade and the fact that I needed to follow my Son to get back on the Interstate. The check out person said their computer was down and info would follow. After arriving at home I was able to inspect car better, The following things were observed: 1) Glue droplets were on driver side and smeared when attempt to clean was made. Took 6 different cleanings with a good quality rain-x cleaner which has removed most but some smearing still exists. 2) A 3 inch scratch was discovered on driver side of windshield where the wiper rest. Apparently wiper arm was up with blade removed and the arm was struck while installing the windshield.4) The driver side wiper appears to be striking the cowl fastener when in use. 5) The driver side door sill protector is scuffed and carpet dirty due someone inside the car during installation. I sent in customer survey but did not get a reply. Additionally, I called customer service and finally reached a live rep. She was very cordial and contacted the manager of the facility who was supposed to get in touch with me but it never happened. I made the decision to use Safelite primarily based on their reputation and current very impressive TV ad showing worker replacing a windshield and recalibration from outside of vehicle. Apparently was done like that on my auto. Shattered glass was all over inside of car extending to back seat. I feel justified in requesting a reimbursement of the $565.52 that I paid whic does not cover the $50.00 for vacuumed and cleaning inside of auto and$37.99 for door edge guard.

8/7/23- windshield replaced (car was dropped off by 9am and was there all day)

8/8/23- picked up car in the morning, no issues

8/17/23- driving on hwy and see something fly off or hit my car

8/20/23- realize what flew off was a molding pillar from drivers side

8/25/23- call the Safelite location to let them know what happened, told to come in and they would replace it for free

8/26/23- drive to Safelite for a tech to look at it and tell me they need to order the part but will call when it comes in

8/29/23- driving home from work when suddenly multiple safety sensors go off

9/4/23-husband calls and leaves voicemail about safety sensors due to their "recalibration" at the time of windshield replacement, call not returned

9/7/23- call 800 number to notify of pillar and sensors, no call back from local location, told to go into Safelite again and that they will take care of it same day

later on 9/7/23- arrive at time we were told only for front desk to tell me "maybe they have time, whoever told you we could do it today clearly didn't look at our schedule", Assistant Store Leader then takes over and says she doesn't think the pillar was ordered weeks ago but she will for sure order it, her technicians are out and she doesn't know when they'll be back but I can wait and they'll look at it when they're able to... wait 3 hours for them to tell me the windshield they replaced had "faulty brackets" and that it was shifting around and disrupting sensors. I'd need to schedule a full replacement and recalibration again. (none of the 4-5 windshield chips other customers had while I was waiting were repaired and ALL required scheduling a replacement and $500 deductible btw)

9/8/23- call and complain about the poor customer service to the 800 number who tells me they absolutely need to escalate it and someone should give me a call back about my experience (no call or email)

9/20/23-call 800 number again to try and get scheduled for a SECOND replacement, they connect me with the local location who says she will check and call me back (never hear from her)

9/25/23- call numerous times to the 800 numbers and local location to be told the manager is out of town and no one at the shop or at the call center can see if the parts are there but they "maybe" have been ordered, told to call back after 36 hours so the manager can get back from vacation and check up on their emails

9/25/23- speak with my insurance that originally sent me who tells me they will call to complain on my behalf, calls me back a few hours later and tells me she gave up on trying to get through after NUMEROUS phone calls to both the local location and the 800 number and that she is escalating it for investigation so that hopefully insurance will take their money back from Safelite and send me elsewhere

On 9/16/23 at 7:20AM I had a scheduled appointment for a windshield replacement and recalibration on my 2022 Hyundai Tucson Through my insurance agency. After the service was completed I picked up my vehicle after getting home I’ve noticed that my headliner was visible from the exterior and my sensor housing near the rear view mirror was damaged. Photos have been added

Very disappointed with the services on 8/19/2023. Windshield has smears on the bottom right (new tech that came out today 9/9/2023 confirmed) and there is a label that the first tech said would disappear after a couple of days that reads: Pinkleton - Ulta Kool (cigarette label on an Audi windshield? How offensive as an African American, senior citizen. I have been taken advantage of and I'm requesting a discount, return of funds (paid a $500 deductible) and a new windshield, ASAP, or I'll be reaching out to the BBB. Also, when the first tech struggled to detach my rearview mirror and put it back on, he put it on incorrectly and the second tech that came out today (Jason) fixed it. I've also reached out to Geico and customer service reps, today, that tried transferring me, but no one picked up. I am a tax paying citizen and I expect better from this company. I am looking forward to a swift response in getting this matter resolved.

Ms. Johnson

Only availability for a replacement is on a Saturday.

I have a problem with the following:

A job being scheduled and the shop (Manaager) not knowing the parts required for doing the job or when will be available.

Knowing that a part is not available and not contacting the client for possible rescheduling. Client arrives and is turned back.

Unable to reach the manager or personel at the sheduling location.

Manager should be on top of these issues.

Victor Taitt, 20 Russell Street, Norwalk, Ct [protected])