Safelite AutoGlass review: False warranty, predatory practices

On December 20, 2021, I brought my vehicle to my local Safelite Autoglass (Columbia, MO) for a warranty repair on a windshield they previously replaced in November, 2019. Safelite advertises a "Nationwide LIfetime Warranty" which sounds fantastic, however, that's where their service ends. The windshield I purchased from Safelite developed a stress crack that began on the edge of the driver's side, and progressed toward the passenger side. There was no impact, or evidence of such. In fact, glass impacts caused by projectiles leave very, very clear evidence in the form of: concentric fracturing (spiderwebbing) and compressed glass. Think of *any* bullet hole in glass, or *any* time a rock cracks a window or windshield. It was painfully obvious the windshield simply developed a crack due low quality manufacturing, poor installation, or possibly both. Upon scheduling the warranty repair and taking my vehicle in on the Dec. 20th, the technician commented "Oh, this is a warranty repair. Let me look at the crack." Sure, no problem. The technician looked at the crack, felt it with his hand several times, looked at it from several angles, then removed a pen from his pocket, and traced it along the length of the crack, back and forth, until he stated he could "feel something" that indicated an object struck the windshield, causing the crack and voiding the warranty. Whatever the technician "felt" could not be observed by the naked eye. I told the technician I couldn't see what he was referring to, and he stated it was extremely faint, and "wouldn't take much" to crack one of their windshields. I've spent at least three weeks going back and forth with Safelite and the Better Business Bureau, to no avail. After contacting the BBB, a customer service agent contacted me, promised I would receive additional calls from regional management to conduct a second inspection, etc... Of course, none of that happened, and after reaching out to the BBB again, I was told by Safelite a second inspection was not necessary, as their technician "clearly" found an impact point, though they refused to reveal what evidence suggested such. I strongly feel Safelite advertises a false warranty, and upon reading other complaints and reviews, it is clear they regularly use similar "mystery" impacts to deny many other customers, as well. I deeply regret conducting any business with Safelite, and will continue to share my experience with others given any opportunity to do so.

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