Safelite AutoGlass

Satisfied with the overall replacement. Communication and shaping customer expectations could improve. Booking was easy enough although there was an extended delay for them to order/ship/receive the replacement window. Was told to drop off between 7:30 and 9:30. Arrived at 7:30 to find the office locked and drop box would not open. Dropped my keys promptly at 8 once the doors opened and was told I’d receive a call when finished. Got the call 11-minutes before they closed and was informed if I couldn’t pickup before I would have to wait until Monday as they are closed on Sunday. Not super inconvenient, but dust think it would take all day to replace the rear window.

Calling Safelite Auto Glass is a horrible experience. The phone numbers they list for Hawaii go on Eastern Time and you can’t get a hold of anyone. I had to call during Eastern time (6 hours ahead) When calling there is only an automated system that asks a ton of questions but will not transfer the call to a live agent. When I finally got a live person they transferred me to another department and the call disconnected. I was given a local phone number and no one answered the phone at all. I stayed on hold with the call just ringing for over 20 minutes then the call disconnected. It should not be this difficult to speak to a live agent for help. I am extremely disappointed with calling. Safelite do better. This is unacceptable to have customers jump through hoops to get assistance. On another note my technician Renz was amazing and he handled my concerns with excellent care.

Awesome immediate response to my problem. Courteous, helpful staff. Only thing I had to come back to get my wiper blades installed. But all in all my experience was great. Only suggestion is if the customer needs to wait for service, it would be nice to offer a shuttle service to have the customer dropped and picked up from a restaurant or food court nearby. That way they aren’t waiting over an hour for their vehicle to be served. But the Staff and Tech were friendly awesome and amazing. My windshield never looked so good. We do business with Safelite all the time. We are just right down the Street Fantasy Auto Custom. Mahalo

Original scheduled date was postponed two weeks by Safelite. Tech seemed more interested in telling me what he could not do. Showed me surface rust when inspecting, thus voiding Safelite lifetime warranty. i had to remind him that I paid for "premium package" including new wipers and rain repellant coating, which he at first said I didn't. After pulling up my invoice, he confirmed, saying "it just popped up". After completing the installation and calling me to come to car (mobile installation), he proceeded to give me the rain repellent kit, stating that I could apply it myself. I told him I paid for s Safelite tech to apply it, he said he "spoke with his manager and was told that it should be applied in a covered environment". Why didn't he say that prior when he realized he would be installing in an open-air location at my workplace? I told him I could move my car to a covered location, he said he didn't have the time. He said he could offer a refund for that portion, and when I asked him how much, he decided he could apply it. Seems like if I wasn't insistent about getting what I paid for, Tech would try to get away with doing the minimal amount of work possible, doing less than what I paid for. I was really disappointed with Safelite as a whole!

I had a 930am drop off appointment. I arrived closer to 9am to make sure I was on time. Lady at the front desk said it would be worked on when they have a chance between customers but she made sure to tell me 3 TIMES "don't forget we close at 5pm" I'm not sure why this type of appointment was made as it wasn't advertised as a in-between appointment but okay fine. When I didn't get a call or text, (I signed up for text updates) by 415pm my spouse and I drove there to check because we couldn't get a single call answered (we called over 10times). When we arrived, there were no more cars out front and so I asked what's going on with my car if it's done. She said she would check and came back and said "They are about to do your glass which will take 10 mins and then calibrate it which would be another 20 mins so 30 total". I said ok and waited. That was at 420pm While waiting we heard 2 other upset customers, then she told 1 it's been a day because the calibration machine is down. I decided to wait outside for a bit. Come 5:23pm *1 HOUR LATER and after closing I get a text update saying my glass replacement is NOW being started. Confused and already irritated at this point I went to ask. I go in and asked "why am I only now getting this text and why I am not being told anything". I wanted to know why no updates, I said "if no one would have called me except for when its done and its after 5pm, I'm all the way on the west side of the island it would take me 45 mins to get there. Luckily I decided to come on my own to check. What would have happened, how would i get my car?" She made some lame excuse about how they wouldn't do that, (looking now at these reviews, she would) From that point she refused to help us. Had a tech come check us out and all he said was no car was for 2 days. We left after paying at around 5:35pm. I get home at 6pm to an email I got after I already left saying not to drive my car till 5:54pm as that is when it would be safe to drive. Excuse me should I have been told that before I left? I will NEVER recommend safelite to ANYONE!

Under promised and over delivered. Excellent customer service and work. My technician was great and called in the morning, on the way, and when the work was done which was outstanding because I couldn’t be there. The week started off really bad with my truck getting broken into and my wallet, license, credit/debit cards and more stolen and to top it off my rear windshield shattered. This made up for it. Safelite was over 4x cheaper than a direct local competitor almost to the point where I thought something was wrong with the price but here I am with outstanding customer service and a great job completed. Thank you. I’m recommending to everyone. This was for my ford maverick in HK