ComplaintsforSafelite Auto Glass, Inc.

• Initial Complaint

  10/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had a windshield replaced and they damaged a pillar in the process, now needing to be replaced per ****** dealership. They have refused to replace the pillar after bringing car back 3 times to have the pillar fixed and now we are bringing the car in to have the problem fixed yet again after it came loose on the interstate and began peeling off of the windshield. Very dangerous.

  

  Business response

  10/31/2024

  Hello and Good Morning,
  
  
  I am very sorry to hear that this issue has happened with your replacement done with safelite and that there is pillar damage. I am one of the agents who will be assisting you on this complaint and will be trying to help get this matter fixed and resolved for you. I did call you today and left a voicemail to advise I will be assisting you on this matter. As well if you could provide the information for the work order such as the phone number associated with the work order/work order number. As that information will be needed in order to help us find you resolution. If you have any questions or concerns we can be reached here or ************.
  
  Thanks,
  
  Devonta

• Initial Complaint

  10/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My complaint is very simple. I had a windshield installed through Safelite, and it was the wrong windshield for my vehicle. This was not determined until after the window was tinted so Safelite agreed to install correct glass, and reimburse my $315.00 tint bill. The windshield has been installed, but Safelite is now "dragging there feet" to reimburse my $315.00 cost.

  

  Business response

  10/28/2024

  Hello,

  Thank you for contacting our office. I attempted to contact you on the phone, but the call would not connect. I have escalated this concern to the field management team at the shop for further review and assistance. The Safelite shop will follow up with you directly to discuss further. If you have further questions in the meantime, please contact us at **************.

  Thank you,

  ****** ****

  Customer Care Representative 

• Initial Complaint

  10/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  10/9 took our car to Safelite (********) to replace windshield. We did not make insurance claim; On way home, light came on dash that had not been there before re: airbag. Called Safelite, said I needed to come back with appointment. Went back and they said a plug was broken that the dealer would need to fix. Took it to ************** who said Safelite simply did not plug it in when they replaced the windshield and the dealer charged us $175 diagnostic fee to fix it. I paid over $800 to Safelite and now almost $200 more for their error and I want to be reimbursed. Despite contacting Safelite customer service today, no one is able or wanting to assist.

  

  Business response

  10/28/2024

  Hello and Good afternoon,
  
  I greatly apologize about this matter and that the safelite shop wasn't able to fix and resolve all your issues during the install and warranty visited advised. I did call you today and left a voicemail to advise I am the agent who will be assisting you on this matter. If you could please send over any documents that you have that can show the safelite shop being at fault as it will help with our investigation. I have as well sent this complaint to the safelite shop management so you may hear from them as well in this matter. We look forward to helping and provide assistance on this matter. We as well can be reached here or ************ if you have any questions or concerns.
  
  Thanks,
  
  Devonta

• Initial Complaint

  10/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Experience was great till I got in my car and got glass in my hand. Figured it was maybe a one time incident, nope. Theres glass shards all in my driver side seat and on my door. Called customer service, left me on hold for ten minutes and finally just hung up. The assistant manager called and offered for me to come back to vacuum my car. I will not bring my vehicle back because if they missed all of this c*** the first time, are they actually going to clean it up? Im sharing this because I do have dogs and people have kids, what a horrible thing if someones CHILD got glass in their hand because of negligence. Will not be returning and the fact I paid an extra $400 for them to recalibrate my windshield which the lady explained is them just scanning QR codes is ridiculous. The Regional Manager called me and offered a $100 refund back to put this matter to bed and asked me to send pictures of the glass. He tried to reassure me that they dont break glass but I dont believe that after taking a closer look. After going back out to my car with tweezers, I can say confidently that this was not a simple mistake but pure negligence. If you have kids, animals, or skin, I would not recommend coming here as youll most likely be impaled from glass if they do the same to you.

  

  Business response

  10/25/2024

  Hello and Good afternoon,
  
  I am reaching out as I am one of the agents who has reviewed your complaint and I called you today to discuss this horrible event. We did discuss this matter and it seems we will be helping with trying to insure that the vehicle is clean and all of the glass can be removed after this install. I am escalating this matter to the management team to see what can be done about the glass cleaning up/detailing. I have as well advised them of the buggy bath location that was offered and that you don't not want to use them for any type of detailing to your personal experiences with this shop. As soon as I have an update regarding this matter and the next steps on the matter I will reach out to you as soon as possible. As well if you have any questions or concerns we can be reached here or ************.
  
  Thanks so much!
  
  Devonta

  Customer response

  11/04/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint and will have my car detailed on Wednesday, November 6th by my dealership. How will I be reimbursed?
  
  Regards,
  
  Madison Podish

• Initial Complaint

  10/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Safelite repaired a window for me in my handicap access van. The window was repaired over a year ago but has warranty. This is my van that is used to transport my Handicap Mother. The window flew off while my Mother and I were traveling down I-95. When we got home, I took a look at the window and it looked as if the glue or whatever the Technician used detached. When the window snatched off, it also snatched the latch off of the window. I scheduled an appointment with Safelite to get the window repaired. I informed the *** of what happened. She told me that that's a Manufacture issue and that I would have to get the latch fixed then file a new claim for the window. The window is still under warranty. It is not a Manufacture issue at all. Due to this issue, I am not able to Transport my Mom. The Tech crash wrapped the window but if it's hot...the air isn't putting out. If it's cold, the heat isn't putting out. I have been dealing with this since July. Nothing has been resolved yet because Safelite is refusing to do anything about it. The Tech showed the *** that this was not a Manufacture issue.

  

  Business response

  10/24/2024

  Hello,

  Thank you for reaching out to our office. After consulting with the Safety, Quality & Training Manager and the District Manager at the Safelite shop, we have determined that this issue is not covered under warranty. Please contact your insurance company directly to file a new claim. If you have any further questions or concerns, feel free to contact us at **************.

  Thank you,

  ****** ****

  Customer Care Representative 

  Customer response

  10/24/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22463876
  
  I am rejecting this response because: 
  
  Regards,
  
  ***** *****-*****

• Initial Complaint

  10/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So on August 23, 2024 I reached out to safelight because my rearview mirror had fallen down. Instead of me calling the location I drove their. I explained my issue to ****** the *** and she advised me since I had been there before and had a lifetime warranty it would be no problem to re attach the mirror. After about a hour I get a call from ****** telling me the windshield cracked while the technician put the mirror back on. My windshield was not cracked when vehicle was dropped off. I took photos before hand. Safelite did not take accountability for the broken glass because a invoice wasn't written and all of a sudden they could not find me in the system. They refused to ***air the windshield unless I paid for it. Why should I pay if I have a lifetime warranty. Since I didn't have a receipt and their system doesn't go back 10 years I had to pay again. Not fair I had a lifetime warranty. At this point I had to pay because i could not drive the car in that condition. I contacted my insurance and did a claim. I paid $300 plus to get a new windshield installed. When I picked up the car the new windshield was cracked. The technician tells me or I missed that. I will put it under warranty and you have to wait one week and bring it back so the glue can dry and we will put another one. First you break it, then you say I have no warranty, then the new glass gets put in cracked and now I waited yet again. My issue is I feel as if I had a lifetime warranty from years ago I should have never paid anything. It should not be the customer fault that the system doesn't go back that far. They wanted me to save a receipt from 10 plus years ago. Receipts do fade. I feel like I was put in a position to pay for something that I wasn't suppose to. I want my money back, I think I was treated unfair. The company did not honor that lifetime warranty I paid again and when you installed the new windshield it was cracked. Just really sloppy and unprofessional

  

  Business response

  10/23/2024

  Hello,
  
  We greatly apologize about this matter and that this issue was handled this way. I have called you today and left a voicemail to advise I am one f the agents who will be assisting you on this matter regarding the glass damage and warranty matter. We have read the complaint and escalated this to the management team to see what can be done to resolve this issue for you. If you have any questions or concerns as we work through the complaint we can be reached here or ************. Once we have an update we will be reaching out, and you may hear from the safelite shop as they partner with us to resolve these complaints.
  
  Thanks so much,
  
  Devonta

  Customer response

  10/31/2024

  I received a email from a manager from Safelite about a refund that will be sent via mail. I have yet to speak to anyone directly so Im just waiting on the check. Im assuming they understood my complaint. 

  Customer response

  11/01/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22462384
  
  I am rejecting this response because: I received a email from a manager from Safelite about a refund that will be sent via mail. I have yet to speak to anyone directly so Im just waiting on the check. Im assuming they understood my complaint. 
  

  
  

  
  Regards,
  
  Konitha Cook

  

  Business response

  11/05/2024

  Hello and Good afternoon!

   

  We greatly apologize about this matter and that you haven't received the check. It was advised to you when we did finishing find resolution the check is being sent to you at the address
  *************************************. The resolution was provided 10/29 and check was processed on 10/30. We as well have advised and would like to advise again it will take 7 -14 business days to receive the check. If you don't receive it by 11/14 please reach out to us and we would be more than happy to look into this and see where the check is .

   

  Thanks,

  Devonta

• Initial Complaint

  10/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I had scheduled an appointment with Safelite, to replace my windshield. I was quoted $384.14, but was charged $458.06. I was never told I would be charged that much, nothing was mentioned in a phone call, email, or even in person from the tech himself. I want a refund for the difference

  

  Business response

  10/23/2024

  Hello,

  I see that we sent a confirmation email of your appointment prior to the date of service, detailing the price of the work with a breakdown of costs associated. I have attached the email sent 10/21/24 to this response for review. Please advise if there is anything further we can assist with. Please reach out via phone at ************** or email directly if you have further questions.
  
  Sincerely,
  ***** *******
  Customer Care Representative
  
  

  Customer response

  10/28/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22459104
  
  I am rejecting this response because: I never received that email you claim to have sent
  
  Regards,
  
  ******** ****

  

  Business response

  10/29/2024

  Hello,

  I understand from your response that the email confirmation with the final price breakdown was not received by you. We will be happy to cover the difference in cost ($73.92) as a way to resolve the complaint. I gave you a call as well as sent an email regarding how you would prefer this payment be issued to you, once the info is confirmed we can begin processing payment. Please reach out via phone at ************** or email directly if you have further questions.
  
  Sincerely,
  ***** *******
  Customer Care Representative
  
  

  Customer response

  10/31/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ******** ****

• Initial Complaint

  10/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On August 17, 2023, I paid Safelite AutoGlass $631.78 to replace the back glass on my vehicle. Two technicians attempted to install new glass but their glass was not correct for the car and it didnt fit. Despite multiple attempts to obtain the correct glass and assurances that the issue would be resolved, Safelite failed to complete the replacement. I tried to work with the local store and corporate to resolve the issue but they said it would take months to get the original windshield from the manufacturer. Due to Safelite's inability to fulfill the service, I sought a resolution by having the glass replaced at a different auto glass shop. Safelite subsequently retrieved the defective glass and issued a full refund.Despite this resolution, I recently received a notice that I owe Safelite money for the incomplete service. I have attempted to resolve the confusion with the debt collector and Safelite corporate. This includes: Multiple phone calls to the number on the collection notice: I have been unable to reach a person. Phone call to Safelite corporate: I spoke with a representative named ***** who assured me she would investigate and respond with a resolution, but I never received a return call. Email to Safelite corporate: My email was forwarded to the customer care department, but I did not receive a response (attached).I request that the Better Business Bureau assist in resolving this matter by: Confirming with Safelite that the debt has been cleared and that no further collection attempts will be made. Ensuring that the collections agency ceases contact and removes any negative information reported to credit bureaus.I am extremely dissatisfied with the level of service I received from Safelite AutoGlass. Their repeated failure to provide the agreed-upon service, coupled with the recent collection notice and lack of response to my attempts to resolve the issue, has caused me significant inconvenience and wasted a considerable amount of my time.

  

  Business response

  10/23/2024

  Hello,

  Thank you for reaching out, I am very sorry to hear this. I have attempted to contact you and left a voicemail message. We have discussed this further with the field management team and they are informing the ***/collections department to halt the collection amount and update this in your account. If you have further questions, please contact us at **************. 

  Thank you,

  ****** ****

  Customer Care Representative 

  Customer response

  10/24/2024

  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ******** ********

• Initial Complaint

  10/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Safelite replaced my rear window glass 3 weeks ago and replaced the oem tesla glass panel with a fuyao aftermarket panel. During this replacement they unplugged the airbag and unclipped the trim panels. The aftermarket glass panel has distortion toward the center of the glass. The airbag issue was resolved on a second visit, but safelite has yet to return my email or give me a call about sourcing a new glass panel to address the distortion and clip the trim panels back in properly.

  

  Business response

  10/22/2024

  Hello,

  Thank you for contacting our office, I am sorry to hear about this. I attempted to contact you on the phone and left you a voicemail message. I have escalated these concerns to the field management team at the Safelite shop. We will follow up as soon as we receive an update on the status. If you have further questions in the meantime, please contact us at **************.

  Thank you,

  ****** ****

  Customer Care Representative 

  Customer response

  11/01/2024

  ************************************************************
  Wed, Oct 30, 6:21 PM (2 days ago)
  to info
  
  
  Complaint Number: ******** Hi BBB, Safelite reached out and addressed the issue today and replaced the problematic glass panel with a OEM panel. I was hoping to change the response to customer is satisfy by response of business or something of that type.
  
  Sent from ***** ***** **********************

• Initial Complaint

  10/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been dealing with this issue for over a month, first calling them on October 1st, 2024. They lied to me about the estimate of a service - saying it was going to be $380 and then charging $680. I even called back to confirm all information with them. It seems they gave me the wrong estimate on purpose and then waited until the night before my appointment to tell me, hoping I would still go with them. They have also rescheduled my appointment 4 times, requiring me to buy a rent car and take days off of work to be around for the service and then canceling it at the last second. I think that they need to be investigate for their fraudulent behavior with customers. I would like them to finish the job at the original agreed upon estimate in a timely manner. I would also like to be reimbursed for my missed wages and rental car payments.

  

  Business response

  10/22/2024

  Hello and Good afternoon,
  
  I am reaching out as I am one of the agents who will be assisting this matter and making sure your replacement gets done. I did call you as well and advised this and I will be looking into this. I have escalated this to the management team and district manager to follow up with you and us as well on the resolution and when this replacement can be completed. If you have any questions or concerns we work through this matter, we can be reached here or ************.
  
  Thanks,
  
  Devonta

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩