Safelite AutoGlass

Today, a 10-star service was delivered to me (and I have included pictures and videos for YOU to witness how amazing people are here, though I felt anxious about my windshield replacement initially). SERVICE When I arrived, I felt so anxious… I asked 100 questions, and they answered every question patiently and professionally. Then, I asked if I could SEE the entire windshield replacement process, and Carlos The Awesome said: “Of course, I’ll bring your car right here and put on a show!” And he did, wow, the process was long and very tedious, and watching Carlos The Awesome work evaporated my anxiety. I asked him questions, took pics, videos, and notes. It was impressive, and I enjoyed it so much! Not every company has the kind of patient employees this place has, and they have the hearts of a teacher; they don’t get offended by questions, they don’t become defensive, they answer questions gladly, so I learned a lot from them! QUALITY I watched how carefully Carlos The Awesome worked, like an artist, and I was in awe of the quality of his work. They provide a warranty of their products and labor. I also bought 2 new windshield wipers, and they also come with a warranty. I am so impressed and grateful! ATMOSPHERE This place is nice. There’s drinking water and other beverages. The people are so so so friendly and engaging, it felt like talking to friends. There are SUPER-comfy chairs, and I snoozed for a minute before Carlos came out and told me my Camry is ready. I recommend them HIGHLY and wholeheartedly.

Between the corporate and local side of things it was a hassle getting my warranty claim fulfilled. Everyone was very nice to me along the way, but the system, scheduling and work done were sub par at every step of the way 1. I was unable to speak to the local Safelite even with the local number as it redirected me to the automated call system every time. The online agents were nice though. I tried to change the number and email and they said they did, but I was not getting half of the updates. 2. I filed an 'at home' appointment with the automated call system and it changed it to at the store 3. I came in person and was not able to complete my first appointment on thursday because they didn't have the glass on hand and I would have to come back next wednesday. 4. On the next wednesday I saw from an email that the appointment that I made at the correct location was at a different Safelite location 3 hours away. 5. I called and jumped through 10 automated messages to speak to an agent who set me up with an appointment the next day (thursday) because apparently they could overnight the glass. 6. On thursday I received no update of completion, Friday at 9am I was called that the car was ready. 7. I picked up my car with the very sweet front staff and found my car had mic cable not properly rerouted, dirt, a paper clip, and dried chunks silicone over my center console, steering column, and floorboard that was not there previously, and they did not replace the windshield reflector that I had on it when I brought it over. I know it's free work, but pride wasn't taken in working on my car. Other safelites have been better.

I had made an appt with Auto Glass Now for a mobile appt on a Friday afternoon, sometime "between 8:00-5:00". By 5:15 no one had showed up, so I called and was told "the technician was still out." still no one showed. When I called on Monday morning to find out what happened, I was told "We dont do mobile appts." I said, "I am looking at your email confirmation that shows "mobile appt!" So I hung up and went to Safelite. No only did they have an appt that morning, the technician texted and said he would arrive at 12:05. At 12:07, not only was he there, he was already working! He was friendly, curteous and very helpful. I will never use anyone else again. Thank you Safelite! Excellend job!

Had my windshield replaced at this location and they damaged the hood of my car. Apparently a piece of glass found its way between the hood liner and the hood. I addressed it to the shop before I left and it was a hassle to get it repaired. They wanted to use a private contractor to buff out the deep scratches. I told them no and had it professionally done by an auto body shop. The scratches were too deep to buff out. I am mainly giving them a 1 star because whatever they did, the trims around the outside windshield is coming off and won’t stay on. Not sure if they broke the clips. And in the inside, the interior on the driver side popped out of place and won’t snap back in. I wouldn’t recommend bringing your cars here and have your windshield replaced somewhere else.

One of the worst customer service experiences I have ever dealt with. I was given a 930am appointment on a Saturday. I showed up 10 minutes prior, when speaking with the person behind they counter they stated that my vehicle would likely be done by "end of day." Odd, considering I even showed up early. Around 440pm, I received a call that not only my car wasn't completed, but the replacement for my car was the incorrect model. Why that couldn't have been brought to my attention far earlier in the day is beyond me. I was rescheduled for an appointment at my work approximately 8 days later. Why an error caused me to be booked that far out, again is beyond my comprehension. I received a call approximately 2 hours prior to my appointment that the part that was ordered for my car came in damaged, however, they still asked me if I wanted it to be installed despite being damaged? I declined and was told that I would get a phone call to be rescheduled. Approximately 5 days later on that Saturday, I get a random email telling me that I have an appointment in 2 hours and to be ready for Safelite to install at my work. I do not work Saturdays, no one called me or emailed me, let alone contacted me to make another appointment. I had to reach a customer service line after a 40 minute wait and be rescheduled. Again, 7 days later despite no errors on my end I'm rescheduled finally. Hands down the worst customer service of a product I've ever had to purchase. The only saving grace is that the tech who installed my new windshield, Patrick, was an absolute upstanding gentleman. An A+ worker that guy is, shame he works for such a subpar company.

I’ve used this and other Safelite’s in the past. For the most part, my experience has always been a solid three stars. The job needing to be done got done, but other problems have arisen. Of the three rock chips I’ve had repaired over the last few years, my only complaint is that in this day in age we should have a better way to repair cracks. But the repairs are “good enough”. My problem with this Safelite specifically is that in the last 5 years, I’ve needed my windshield replaced twice. While they have nothing to do with the reason I need a new windshield, they are the company I’ve used to replace my windshield. Upon the first replacement, I opted to use OEM glass because it was newer and it’s a BMW. While waiting for my vehicle, I was told it should take a specific amount of time, let’s say 2 hours. Well, an hour after it was supposed to be ready, I was informed my vehicle would not be ready that day because the technician broke several one-time use clips. I was given a deal and instead of having to pay the $700 for the windshield replacement, I only had to pay $500.00 and must wait over 24 hours for my vehicle to come back. During this windshield replacement, my BMW was wrapped and there was zero damage done to my vehicle or the wrap. The second replacement, from August 2023 is what this review is about. Fast forward to the second windshield replacement in the last 5 years on the same vehicle. This time, I opted for the cheaper Safelite provided glass to be a little easier on the wallet. The price still ended up being around $400, so didn’t save much there (oh well). What irritates me, is that upon scheduling the appointment, I was told “no we don’t offer a military discount” (which is perfectly fine) and that “they would work a deal in” being that I’ve been a somewhat frequent customer. This did not occur; in fact, I received a text and email two hours after dropping my BMW off confirming that I was just on the phone and that I had confirmed a price to be charged…this was simply because my credit card was on file from the last time being here! When I finally picked up my car (and charged the full amount, not a discounted rate as the woman on the phone had informed me, I would be getting) I noticed my wrap was damaged. The wrap was pushed back, revealing the original paint color of my vehicle…this was a direct result of poor workmanship on behalf of the Safelite technicians. This has forced me to make a choice, either rewrap the damaged areas or completely remove the wrap. Having the areas re-wraped would have cost approximately $1500, while the wrap removal costs about $800. I opted to remove the wrap, again, because of the damage Safelite had done to the wrap (see pictures!). At the end of the day and experience, I am unhappy with Safelite because they lied and damaged my wrap…but it’s not all bad, I did get some new tools out of the experience…THAT WERE LEFT UNDER THE HOOD OF MY VEHICLE BY THE SAFELITE TECHNICIANS! To summarize… 1) a Safelite technician lied to me over the phone, by telling me I could receive A discount then automatically charging me without my actual voice authorization!!! 2) Safelite technicians damaged the wrap on my vehicle forcing me into one of three options (drive around with a messed-up vehicle, redo the wrap, remove the wrap) 3) Safelite technicians left tools under the hood of my vehicle – creating an extremely hazardous engine bay! 4) Safelite technicians left out gromet dividers that section the engine bay into different segments (i.e. now I’m missing parts to my car because of this Safelite experience)NegativeQuality, Professionalism, Value