Safelite AutoGlass

Window for arrival was 12-5. I sat here waiting all day for them. At 4:35pm I finally got a call from their office stating “the technician said he tried to call you but didn’t reach you.” Nope. I told her I’ve had my phone with me all day waiting and no one has called me. THEN he calls me and says he called earlier and it went straight to voicemail. Nope. I wasn’t talking to anyone on the phone today and the phone shows zero calls or voicemails (which even if it did go to voicemail you would think he would have left a voicemail). I’m not mad that he is arriving towards the end of the arrival window. I’m mad that he lied about it and couldn’t just say “I’m running late.” When he arrived I asked “just wondering if you called and got my voicemail, why didn’t you leave a message?” His reply was “I have a million other things going on and don’t have time for that. I don’t like your hostility. Someone else can come do your window.” Wasted five hours and now it all starts again..

Excellent service when my windshield cracked and needed replacement. I walked in and was seen promptly and scheduled my replacement with their mobile service. The tech showed up on time and explained everything thoroughly. About 6 weeks later I had an issue out on the interstate during high winds where a portion of the exterior trim or seal came loose. When I got back to town I went straight to the shop and the tech there took my car back immediately and fixed it. He was very nice and courteous and didn’t make me feel like I was an imposition at the very end of the day. I’m super impressed all around with this company!

Awful. Scheduled through our insurance app. Got a text that we needed to drop off at 930, leave key in drop off, and then pick up at 5:00. We never received a call from anyone. We got there, and the parking lot is incredibly tiny and took some time to get in an open parking spot because they were too busy. Once I parked, there was no directions (as the text said) to place key in drop box. So we go inside and wait behind another couple who had been waiting for someone to show up up from at the desk. Once it gets to us it is 9:45. The guy tells us he cannot take us today and that we would have to reschedule. Said ideally we should have been there at 8:00. How were we to know any of this!? No one called and we did our best to follow their directions. Two cars - my husband and I- traveled 30 minutes to get there. We absolutely would not reschedule with this place to go through that again. How incredibly unprofessional to run a business this way. Not correct communication in the text message. And if it was a drop off with a full parking lot, no way would he have gotten my van in before 945. Especially since there was no parking spaces and they were full in the tiny shop. Rude. Just lost my the chance of my business and will for sure pass this along to others. But, with that lack of kindness, I’m so glad we avoided this place to work on my van!

Customer service wish I could do no star, as they had no customer service. I needed windshield replaced and set up appointment to have it down while home on vacation this last week. I know they could not do Thursday, Thanksgiving. First appointment was 11/23 but it was light rain, so Kevin said they would call and reschedule I told him it needed done that week as I was on vacation. No call but got test new apt 11/27 from noon to 5pm. They called around 10:30 and said windshield was cracked and would have to reschedule. No call again, just text with new appointment 11/29 from 8am-noon. No show no call so I called office around 1PM they said they tried calling tech but no answer and would send him note to call me. No call again, so called back around 2:30pm, they said he did not answer their call so they would have supervisor or tech call me. Again no call, not from either one of them. Then this morning no call not text but on website they have a new appointment for 12/3 when I am back at work and car will not be here. Even though I had told them the time frame when I first set up appointment and told Kevin the first Saturday when it was too wet.

If I could give negative stars, I would. Gross incompetence of the highest degree, that's the best way to describe this location. Took my car there after weeks of waiting for my appointment. Dropped the car off and went across the street to kill some time as we were told it would take 2-3 hours. After 2 hours, and a lot of sushi later, we returned only to see the car in the parking lot with the cracked windshield attached. Went inside and asked why, we were told, "There was a defect in the replacement windshield." Okay, that's fine, sort of. I wish they had checked the parts ahead of time, especially since they said they had another instance of that for another customer. But whatever, fine, you didn't do your due diligence and you aren't responsible for making the windshield. That being said, then call us. You knew that what? 10-15 minutes into the appointment? So why not call us and tell us? Why would you wait for us to come back to notify us? So they offered to reschedule the appointment. They offered a time during the week, which I couldn't do, so I asked about a Saturday, they said they have a spot 2 weeks out. Not ideal, especially when they should be doing better to make up for the inconvenience, but fine, I'll take it. Show up today for that appointment only to be told the appointment was made for the other location on the other side of town. What? That was never communicated to us and however they set up the reservation, I never received confirmation through my email or text, as I did for the initial appointment, so I didn't have the opportunity to see that prior to the appointment. I don't understand how that makes sense though - if I'm at this location and we're working to reschedule it, why would you book it elsewhere? And even if you were, why wouldn't you make it very clear and verify with us at the time that it was okay to do so? So we asked them to call the other location and own the situation, coordinating with them and asking them to take us with the understanding we would be late. They wouldn't even do that. Best they were willing to do was "email the manager" - what? Even the guy in the lobby could tell how ridiculous the situation was. Even though the other location initially said they couldn't take us, after we showed up 30 minutes late as a result, they were able to get us in. No thanks to this location. What a miserable experience. Yet to see the results of the location we went to, but I can't recommend the Shadeland location at all. Unprofessional, disorganized, and gross negligence. Appalling service. I don't think I've ever called for someone's job before, but the person coordinating at the desk genuinely needs to go.

Brandon needs to explain to people that he has a 15 minute cancellation policy and not arbitrarily cancel appointments when someone arrives at 8:20 for an 8 AM appointment. When the original appointment was made, I was told “we open at 8 AM and make sure you drop the car off before 10 AM”. Beware that they have two different types of appointments! When my appointment was rescheduled, it was changed from a “drop and go” appointment time to an “in shop” appointment without my knowledge. One type of appointment gives you until 10 AM to drop it off and the other gets you canceled if you’re 15 minutes late. Like Brandon‘s cancellation policy, the two types of appointments were never disclosed, nor explained to me. After taking a half day off of work for this appointment and being refused service, I was not offered to to be worked in, rescheduled, or to drop off the vehicle to be fixed the next day. Zero options were presented for an overall zero customer service experience. Do yourself a favor and find any other glass shop in Indianapolis.