Safelite AutoGlass

The technician arrived early and waited patiently for me to come out. He was courteous throughout his stay in my driveway and he seemed to know his business. However, four days later, the DMV sticker that he transferred from the old glass to the new is starting to peel loose at one corner. I must have it showing so I will have to devise a way to make it stick. It's unfortunate that the tech did not apply an extra dollop of adhesive. The replacement procedure went well but I must say it was expensive--and out of my pocket--$355.00. This appears to be a consequence of Safelite's near-monopoly status. As an employee at the Bethesda, MD shop said to me, Safelife has few local competitors because "we bought them all out." This near-monopoly status is also supported by what a former Safelite manager told me privately. Each windshield, he said, costs Safelite about $40 to $60. Even allowing for backyard service, $355 seems to me to be excessive. (I must add that two days earlier, I drove to the Safelite shop with an appointment. Upon arrival, I was told that they didn't have a glass for me and had ordered one and would install it at my home. It would have been nicer if they had phoned me and said, we're cancelling your appointment.) Safelite tries to do all of its business on the internet and does not publish a telephone number. That makes it impossible for a potential customer with questions to ask them in advance.

Area definitely plays a part in service. We had an issue with our Honda's windshield getting cracked, and after looking at various locations, we chose this one because it was close to family. I made an appointment for Saturday at 1 PM, letting them know that my GF had to work. At around 10 AM, Carey, the technician, called her asking if he could come now since he had no more appointments for the day. She explained that she was at work and couldn't make it which is why we chose 1 PM, so she rescheduled for 1:45 PM. She arrived on time, but after 45 minutes with no update from Carey, she decided to call him. He didn’t answer, and there was no voicemail, so she waited. An hour later, I called the store to check on the status, but the person on the line could provide no updates. At 5 PM, she called Carey again, and surprisingly he answered, saying he was on his way. Carey arrived at 5:55, and his demeanor was very unprofessional. He seemed disoriented and unwilling to be there. He looked at the crack and claimed there was structural damage. My family member clarified that there was no frame damage; the crack was caused by an external factor. He said the car was at a bad angle and that he couldn't access his shop vac. After waiting for over four hours, the battery had died, so she asked if he had jumper cables, to which he snapped back no. He left after I asked if he even wanted to fix it. he claimed it was a inconvenience. We ended up taking the car to Safelite in Arlington, and explained the situation about the frame damage. They confirmed that Carey either didn't know what he was talking about or lied because he didn’t want to do the job. I plan to contact their corporate office to file a complaint about the overall lack of customer service and service in general.

Made an appointment to drop it off by 9:30 am. I dropped it off at 7:45 am. Got a text at 10:00 that my appointment was cancelled. Called immediately, AI algorithms passed me around for 15 mins before I could talk to someone. She said, “Oh so sorry, that happens sometimes. Let me call that shop and clear it up.” After a minute she says it’s all good. The shop closes at 5, so I decide around 3:30 to just go (as I must take a metro and a bus). Get there and it’s not ready. I wait, and wait. My car was the last one they brought into the shop. I did not leave there until 6:00!!!! I was/am furious. I know that their accidental cancelling pushed my car to the back of the line, that was not my fault! I didn’t yell, but I wanted to. I knew it wasn’t the technicians fault that had happened, but he was the one I was listening looking at. The front desk woman wouldn’t even look my in the eyes.

​"I can't say enough about the incredible service Mr. Mike provided. After a mix-up with my appointment, I was left with a broken back window and was extremely worried about parking in DC. There was a lack of communication from the office, but once I called, they quickly got things sorted out. ​Mr. Mike arrived at my job's location and immediately put my mind at ease with the best customer service I've ever experienced. He was fast, professional, and worked tirelessly, even in the rain without the shelter of a garage. It was a last-minute, end-of-the-day job, yet he handled it flawlessly. He went truly above and beyond to take care of my husband and me. ​I am so grateful for his hard work and professionalism. It's clear that Mr. Mike is a dedicated employee who takes pride in his work. This company is lucky to have him."ServicesAuto rear window replacement

Went in for a windshield replacement + recalibration on Thursday. Left shop a few hours later thinking they did a great job, but then a multitude of error messages came up on my dashboard by the time I reach my house. I called and nobody answered. After 3 calls I get to someone who can only offer a warranty appointment. (No future discount, no refund, "we're making it right by you calling and us fixing it"). $760 for a faulty windshield Update: I went in on Saturday afternoon and they were very quick about re-recalibrating my car's windshield for free. They said for whatever reason the recalibration from when I initially came in was "incomplete." Not sure why, but they got me in and out in 30 minutes and so far, haven't had any persisting issues. Thankful for the turnaround.

I recently had a highly disappointing experience with Capitol Heights Safelite Location that compelled me to share my frustrations. On June 17th, I scheduled a mobile service for four window replacements through an insurance claim. The earliest appointment was set for June 26th. However, the day before, I was informed by a rude front desk representative that my job was too large for mobile service and that I had to bring my vehicle to the shop instead. There was no prior notification about this change, which was incredibly frustrating. The next available in-shop appointment was July 1st, and when I expressed my concern about getting the vehicle there without windows, she curtly informed me that I would have to arrange a tow. After finally arranging a tow for the 1st, I called ahead to notify them I would arrive late due to the tow truck running behind schedule. Despite this, upon arrival, the same representative was dismissive and stated I was not allowed to be accommodated due to my late arrival, until I notified that I had called ahead. Additionally, I was taken aback by the request for upfront payment, contrary to the information provided in my paperwork stating that I pay after the work was completed . My attempts to escalate the matter to a manager were met with indifference stating the manager was not available . Given that this job exceeded $3,000, the lack of professionalism and follow-up from both the shop and corporate is deeply concerning. I would not recommend Safelite based on my experience and hope they improve their customer service moving forward.