Safelite AutoGlass

This place is absolutely horrible. Melissa at the front desk is the worst. Or maybe she is the best.. at doing as little as possible and getting away with it. My front glass failed and water damaged the headliner. They all said it will be covered under warranty, including every representative i talked to on the phone getting the glass fixed. This has been over a month ago. At least 30 phone calls and 10 emails so far. Also can not get through to the office. I have to go through the call center ever time. Makes me wonder if they have caller ID. Melissa actually laughed at me the last phone conversation, apparently she thinks this is funny. Melissa told me she was passing my messages along, come to find out through their representative, she had not passed one message along at that time going on 3 weeks. Both their manager and assistant manager said they had not received any word of this through her at that time. I finally received an email to send damaged headliner pics to. Can't wait to see what happens next....

It was my first time getting a windshield replaced so I wasn't sure what to expect, but I feel that the Safelite team in Gainesville went above and beyond. Setting up the appointment itself was extremely convenient and easy to do through their website. They called me before my drop off appointment to confirm that I was still coming, and I received a notification as soon as they started working on my car. Once it was done they called me right away to let me know. What I really wasn't expecting was that they scraped off all of the stickers (sun pass, carwash pass, etc) I had on my windshield and put them in exactly the same spot on the new one. I was really expecting to have to replace them! Not a single scratch was left on my car, and everything inside was exactly as I had left it. Thank you Safelite!

Excellent experience. Fast, proffessional and easy. From the initial insurance claim, to the final install, this was a painless process. I chose to schedule the service at my home. Once the service was initiated by a very friendly claim representative, I was contacted several times, via message, to confirm. I like that, because it is less intrusive.I was contacted by the service technician, (Jonathan), and advised of the time of his arrival. Jonathan arrived on time and was very friendly and proffessional. The work was completed very efficiently and I was still able to complete projects around my house, while the work was being completed. Once the work was completed, Jonathon was very informative and completely answered all of my questions. I would highly recommend Progressive Auto Insurance and Safelite, to all of my friends and family.

I've had Safelite replace windshields at my home and they have done great. This time I had to have one replaced at the Gainesville location because it was on a Tesla and the camera had to be recalibrated. I had to pick the car up after hours on my way back into town. The first time I dropped it off, they called me 3 hours later to tell me that the new windshield that arrived the day before, was cracked and we would have to reschedule. The job was rescheduled and completed. When I picked the car up after hours, there was trash and dust on the dash and in the seats, and fingerprints all over the inside of the windshield.

This is the third time I have had a terrible experience with safelite in Gainesville. They messed up installing my back glass, did a bad job on my windshield but said they would warranty it. Technician showed up in a bad mood as soon as I talked to him. Found a reason not to warranty because there was “ a foreign substance” behind my windshield. The last people who touched my windshield was safelite. I told him that and the technician basically called me a liar and said he knew I did something to the windshield. I DID NOT. Then told me he voided my warranty. Got back in his truck and left. I’m pretty sure he made some type of hand gesture at me off when he was leaving but of course he did it after he was behind some tint for plausible deniability. TERRIBLE CUSTOMER SERVICE 3 TIMES IN A ROW!

This has genuinely been the worst experience I have ever had with a business in my entire life, and it's truly disheartening. I pre-paid for a rear windshield replacement on 3/26 that was scheduled for 4/5. On 4/2 I received a phone call from the local shop telling me the incorrect glass was ordered for our vehicle, so now I had to pay them an additional $145. That wasn't happening, so I contacted customer service, and they agreed to honor the original quote/what I pre-paid, which was all well and good, but now they had no idea when the glass was going to actually be delivered to the local store. It's 4/10, a full 15 days since we originally called, and there is still no repair date in place. I've called customer service over and over, and all they can do is tell me the glass isn't in yet. They also told me I should have been notified the glass I needed was not immediately available the day I made the appointment. It took them a week to do this. Had we known it was going to take this long, we may have made the choice to go with a different provider, but now that's not really an option. Our vehicle is older, but it's a Toyota sedan--it is not some expensive rare vehicle, it's literally the manufacturer with the highest number of sales in the world. We have a rental car for the time being and need to keep extending it indefinitely because there's no end in sight. You are much better off using a local provider, because they rely on your satisfaction as a customer to stay afloat. We chose Safelite because it was the soonest we were told we could get a repair, but obviously they do not stick to the dates they schedule. Update 4/11: I’ve filed a formal complaint with the Consumer Protection Division of the Office of the Attorney General