Safelite AutoGlass

This was by far one of the worst customer service expierences I have ever had. I booked my appointment online on Wednesday August 8th to have my windshield replaced on Friday August 10th between 8-12 PM. When 1:00 PM came around on Friday I decided to give the customer service line a call to find out what was going on. When someone finally answered I was told they needed my vin to order my windshield which no one had contacted me in the two days prior to my appointment to tell me. I gave them my vin and they said the manager from the store would contact me before 5 PM. At 4:30 when I still hasn’t heard from anyone I called the customer service line again to find out what was going on. The person I spoke with tried calling the store and couldn’t get through, then tried calling the managers direct line and also couldn’t get through, she told me she would leave them a message and sent an instant message to have them contact me first thing Saturday morning. On Saturday morning I waited until 11:30 before I once again had to call the store to get an update on what was going on with my glass since no one had contacted me still and they were closing at 12:00 PM. I was told they were waiting on my insurance company to approve the claim and then they could order my glass and I would get a call on Monday August 13th to let me know the status. Monday came and went and I did not hear anything once again. I waited until TUESDAY AUGUST 21st an entire week before I heard from anyone at the store again to tell me my glass was in and to set up an appointment. Thankfully I was able to get in the next day Wednesday August 22nd. Should I ever need my glass replaced again you can be sure I will not be using this location to have it done.

I dont typically write reviews.. but after sitting in the waiting area and watching and listening to the team here working with each other, and customers I have to say I was super impressed. most specifically, the manager Angel... he was super friendly, accommodating and professional.... I had the chance to watch him coach and manage his team, deal with walk ins, phone calls with seemingly difficult situations... he demeanor and approach was very impressive. I own my own business.. it too is a service business... so when im out and about im always assessing service experiences. I have to say, I am impressed with Angel... hes the type of employee that is worth his weight in gold. I just thought he deserved some recognition.PositiveResponsiveness, Quality, Professionalism, Value

I really don’t want to leave this negative comments . But i hope the management level people of this company ( if they want this business sustainable ) consults with the Quincy branch of why they delayed their service for three weeks for coming over. As a customer , i Do need an explaination . Who should take the responsibility of this delayed . But I still want to thank Margaret , for trying her best to solve my problem from her side . I called the company several times . They always said that they are going to “ call me back “ . Obviously , they didn’t . The whole process is extremely frustrated . You can consult me for helping you with business management or if you want to find out which department is needed to be trained better . I would like to help . It is an unfortunate to see that an organization could be fixed , but the leader doesn’t know there the problem is coming from .

They replaced my windshield on my Audi Q5. After they finished my rain sensing wipers function would not work properly. We took it back and waited while they “fixed it”. They said it was working fine and that we just did not have the correct switch on the wipers settings. WHAT??? So this young teenager takes us to our car and has me turn on the engine and he stands outside with a spray bottle and after several sprays the wipers did wipe away the water. However when we drive the water builds up for so long before the wipers wipe that we can not drive safely. We are very disappointed with this experience here. The rain sensing wipers in the Audi worked so well prior to replacing the windshield, but now do not work at all.

Update on July 25th: Attempted to resolve on july 11, but purchased incomplete part. Still Waiting. Update on July 8th: Still no resolution. Prior Review: I have had a great experience with the staff here for a windshield repair back in February. But when there was a warranty follow-up it's been horrendous. My cover for my rear mirror was not properly re-installed, so they need to get a new one. This happened beginning of May. Not a problem with me except it's a month later and I'm still waiting without a clear way to get an update from the store. I understand a read mirror doesn't disrupt the car functional, but to me it's a principle of timeliness and communication. I believe waiting over a month is more than appropriate. When I have talked to the staff they're very friendly and helpful. So it's to me that this is a case of great staff being ruined by a dysfunctional corporation, Safelife. I would be happy to update this review once this issue is resolved hopefully.

I made an appointment to go in and have my windshield fixed in person. When I had something come up- they gladly helped me to re-schedule on a different day for someone to come to my house. The woman on the phone told me the appointment was scheduled for Wednesday. On Tuesday I had a family member telling me they were looking for my car, which was not at home because they were supposed to come Wednesday. I called them and asked why they didn’t call me and they said they had the wrong number but that they were trying all morning. We re-scheduled for later in the week and the woman said she put me in FOR THE FIRST appointment of the day. I figured they would be to my house around 9, but no later than 10. At 10, I called and asked if they may still have my wrong phone number- the new woman said they wouldn’t be there until 12 or 1. Now I’ve been waiting for half the day when I could’ve come home for an afternoon appointment. DON’T TELL SOMEONE THEY'RE SCHEDULED FIRST IF THEY ARE NOT! I called at 1:15 and a new woman said there was still another job ahead of me and it would be “another couple of hours.” When I asked if we could re schedule for someone to come and do it at my place of work, she disregarded that statement and said she was going to send an alert to the team. At this point I asked her to cancel all together and she rudely said ok and hung up. Some serious scheduling issues!! Would not recommend.