Safelite AutoGlass

I have had really great experiences with Safelite over the years. My most recent visit required three separate trips before a windshield was installed. This was explained as wrong windshield ordered or delivered. The windshield that was installed was for a model with different options so it works but is not optimal. Communication was a challenge as the facility had a different number as well as my personal number. This was eventually corrected during one of our visits. Working through insurance, so this next issue may have been with insurance and not Safelite: My vehicle had an original Mercedes windshield but they replaced it with an aftermarket one. I also had tint strip that was not replaced. In short, Safelite is normally great but this experience was poor.

The tech Charlie was great! He came out at 8:10am and was done before 9am. He was knowledgeable, friendly, and seemed to be happy to be there helping. I was out of state on vacation when my windshield cracked, and I started the process then. I scheduled the appointment for when I came back home thinking it would be difficult. It wasnt at all! They filed my claim for me through my insurance, sent me information on the process before my appointment, and gave me multiple ways to contact them in case I needed to reschedule or had questions. The tech even explained that with the new windshield i would be losing one of my jeep easter eggs before he did the replacement to make sure I was informed and could request the easter egg windshield before he began working. It would have been a pain waiting on it and it was explained that it would cost extra, and I honestly didnt care that much about the little hidden sticker; however, it was lovely that he noticed it and mentioned it to me. Great work, I absolutely recommend!

Glass is fixed and I see no issue with it. (As of now). But the car wouldn’t start when we picked it up, so we had to be jumped. The “technician” said he had to jump it as well to move it. But we have NEVER had an issue with it starting. So not sure what they did. Also, and almost more importantly they lied. Unsolicited I might add. We were told they cleaned windows and vacuumed, and that is just false. It “smells” like it was vacuumed but it wasn’t. Someone turned it on in the car for a second just to say it was done, but nobody cleaned. It’s worse because not only was it a lie, but the front desk nor manager verified anything. But asked me to do this survey because this is how his people get paid and they deserve it. I assure you they don’t. This is the place our insurance recommended so we went because it was covered. But, no, I would never recommend this place to anyone.

Safelite Auto Glass is a terrific company that cares about customers tremendously. The Technician, Bill, who repaired the windshield on my daughter‘s car, did an outstanding job. Bill communicated with me throughout the entire process. He let me know the approximate time he would arrive, called me when he finished the previous appointment to let me know he was on his way and what time he would arrive at my home. When he arrived, Bill took the time to explain what needed to be done and the process in the event that the repair did not correct the problem properly. Overall, I would highly recommend Safelite for all glass repairs that anyone would need on their vehicle. They are efficient in all their work while communicating excellently with the customer.

Last Thursday, the back window of our car shattered. We have no idea how, but are guessing it was either weather related or a something bounced up from the road. I quickly got on Safelite's website to arrange repairs as our daughter was supposed to drive it back to school on Friday, ahead of the next wave of snow. The quickest availability was to a drop-off appointment Monday, so we dropped it off the night before so they could start on it first thing this morning. According to their website, the glass was in-stock at the Lexington location. We tried calling several times but could never connect with the actual Lexington store. At 4:20 we decided to go over there as they close at 5. Imagine our surprise when we pulled in and saw her car parked in the spot it was left in last night, untouched. We went inside only to be told the glass was, in fact, NOT in stock at that location, AND they allegedly called me at 8 this morning. This isn't 1996, my cell phone call log showed absolutely NO CALLS at 8 this morning. IF they had called me at 8am, I would have called other glass repair shops to see if they had the glass in stock and could repair it TODAY. I told him no one called me from Safelite at any point today, and when I called and spoke with an agent at Safelite, I was told it was "in process" and they would call me when it was ready. It was, in fact, NOT in process. This has delayed our daughter returning to school, where she needs her car because she lives off campus, thus missing her first day of classes. HORRIBLE EXPERIENCE. You can bet that I will be up tomorrow morning calling other shops to see if they have the glass in stock, unless Safelite can get it first thing tomorrow morning. 🤬🤬🤬🤬

On Saturday, 01/25/2025, Safelite technician Justin and Joseph came to my residence to replace my the broken windshield in my car. While driving the car after windshield replacement, I noticed an obvious distorted spot in the center view-area of the driver side, which greatly affected my ability to see clearly and drive safely. This distortion was very obvious to any inexperienced person. I am deeply disappointed of the company poor and failure of quality control process. Also, the technicians inexperience to spot such distortion and willingness to consciously placing defective product without saying anything to the customer. This is an inexcusable failure of quality control, professionalism, and decency.