Safelite AutoGlass

If I could give 0 stars I would. I dropped off my car for an appointment at 9am. I asked if it would take more than 6 hours as they said it would be a while and I had to be driving people at 3pm. They said no. I left, got one text saying they started on the car at 9:08 then radio silence. At the 4 hour mark I tried calling but continually got hung up on. At the 5 hour mark I walked in the door, explained my situation again and was told it would be another 30 minutes. It ended up taking 6 hours+ to get my car when they said it would not take that long! I used to recommend this place to everyone. Impossible to reach and longer wait timesbhave made it that I will never recommend this location again.

Had a small chip from a rock and made an appointment the next morning to get it fixed. They had it done in an hour and everyone there was so kind. Lawrence at the front desk was incredibly courteous and knowledgeable and I appreciated the disclaimers of what could go wrong upfront. My technician did a great job, and I even had another employee ask if I had coffee creamer and sugar when he saw me at the keurig machine making a drink. The chip seems fixed and I really appreciate the fact if I needed to do a replacement instead they will take the cost of the repair off of the replacement. As a RI resident who was visiting for the weekend, they took my anxiety and immediately mended it. I totally recommend this shop and company as a whole! Absolutely zero complaints!!! Edit: another rock ended up totally cracking my windshield (totally unrelated). I once again had the best experience this time with a replace/recalibration. While I hope I don't have to go back for a while, you guys are still the best!

Just don't go here. Similar complaints with other reviews. Was told expect to wait for an hour or two on the phone making the appointment. 9 AM appointment. Got to the shop at 9 AM. tells me to come back at 5 PM. Shocked but understood. Maybe they have too much going on. Came back at 5 PM. They are still working. Nobodys at the counter. Wait for 30 minutes. Got to the vehicle service area. Ask them about my car whereabouts. I see my car sitting. They tell me half an hour. Wait 30 more minutes. Still nobody updating me whereabouts. Most people left, only a guy or two hanging around. I ask again, and it's out for a recalibration. Sure, what should be done should be done, but probably should have started sooner. Wait more and more. Eventually, nobody is in the shop but just me in the waiting area. Got very nervous waiting for too long. 6:49 PM. guy walks into the shop. That exact time is when I got my car back. Not to mention, I had to miss a day of work and waited 2 more hours at the shop way past their working hours. A day well-ruined. Maybe they should have let me know to come back and drop my vehicle at 4 30 pm because that's when I received the message that the work on my vehicle has started. Maybe they shouldn't have said it will be done by 5 if they can't guarantee their work completed within working hours. It's definitely hurting employee well-being, not to undermine customers' time. I dont know it's the employee's unprofessionalism, overloaded due to bad management or they are just purely being lazy. Management should definitely look into the matter and make improvements, if these type of reviews are all they get. Will never be returning to this shop.

0.0 incompetent, poor installation, unable to communicate, no consideration for the customer’s time. 3 pm appointment on 2/21 receive phone call at 4:45 that installation is complete but the vehicle failed calibration and they will need to source a new part, but the car is drivable in the meanwhile, fair enough. They call me Tuesday 2/25 tell me the part has arrived and they will be able to complete installation Friday 2/28 at 1 pm. I drop the car off at 1 and wait all afternoon, around 4 pm I become concerned because I have yet to hear from them and their website says 5 pm closing time. I tried calling 3 times between 4 and 4:30 and nobody picked up at which point I had to make the decision to get a ride over without hearing from them. When I show up a few minutes before 5 (closing time) they act surprised to see me and say the would have called when the car was ready (none of which was ever communicated to me). From there i was told they have installed the glass and calibration should only take 30/45 minutes. At 6 pm (over an hour plus) the manager walks into the waiting room and says that due to traffic on the Mass Pike they weren’t able to compete calibration and that I would need to bring it in a third day. Total failure of an experience, I wish I had taken my car anywhere but here for the windshield repair. The staff is overwhelmed and it clearly prevents them from running this location in an appropriate fashion. Look elsewhere.

I would highly recommend using Safelite of West Newton for your auto glass needs. I found them accommodating and eager to help. Despite being very backed up, Steve and his team still found a way to help ensure my car was secured before impending bad weather which could have increased the damage already done. The personal service made me feel like a priority even though I know they were very busy. Steve kept in communication until job was donend the twchibcians could notbhave been more caring. And the job was done very well. Thank you..I will bring any business here without hesitation. 5 stars! Keep up the great work, Steve!

Possibly the worst customer experience I've ever had. Unfortunately, I can not give them zero stars! My first booking resulted in me being notified 2 HOURS AFTER I dropped off my car, that the windshield had not arrived from the warehouse! So I had to reschedule. Note that the Safelight offices do not post phone numbers to call them. If you do get a number NO ONE answers so you have to go to their offices. My second appointment resulted in learning the windshield arrived from the factory broken! No call, I found out when I arrived for drop off. Reschedule yet again. Safelight says they receive their windshields the morning of the appointment. Not the day prior to check if it's actually in or not broken!! Nice QC!! So on appointment 3, scheduled for 9 am, I was told I could call in at 7 am to see it made it in and not broken. I called eight times with no response, so I decided to drive in to actually check. No apologies for not picking up the phone. No apologies, at anytime, as employees know their system is a mess and deal regularly with the problems I encountered.