Safelite AutoGlass

After 5 rescheduling appointments and having them replace 2 trim pieces they scratched, the best review is a quote from a classic movie.... I wouldn't trust them to "find water if they fell out of a boat."... absolute incompetent is an understatement. They didn't arrive until over 2 hours past when they said they would be there. I had to call to get an updated arrival time. And after a couple uses it feels like my window is going to fall out of the track and doesn't always roll all the way up. The trim on the door is also coming loose. Very displeased. Even after their "fixer" replaced the scratched trim pieces like he has "a thousand times before" it was still half assed and poorly done. Honestly I would have expected better results from an asthmatic sloth with a major impediment.

Work was done well. Scheduling was an absolute nightmare!!! You can only talk to the national call center, local numbers shown simply route to the call center. You can’t simply find out if an appt time is available locally you have to go through the entire process of giving contact info, VIN, insurance policy, car make and license # etc.and to top it off the final appt was confirmed wig me but not scheduled at their local shop. Painful!!

TL;DR: Do not under any circumstances let this place touch your car. It was easy to schedule my appointment directly through my insurance company app, but everything went downhill from there. I dropped my car off at 2, hadn't heard anything by quarter to 5 (when the shop closes) so I tried to call - both the local number and the 888 number in the texts I received go to a bot which doesn't put you through to a person. I received no notification that the work on my car was done and when I called, the bot couldn't identify that I had an open service appointment because the shop has closed the ticket, and stuck me in a loop of repeating questions. It was extremely frustrating not to be able to speak with a human where my car was despite calling and replying to the service update texts (those do eventually go to a person, but they tell you to call the same numbers). When picking up my vehicle I was told I had to sign a waiver because they couldn't calibrate my windshield-mounted camera, so none of the safety features that need the camera work. The person there at the desk was very polite and is the only reason I'm not giving a 1-star review. He told me they'd have to make another appointment in a couple weeks to replace the windshield again and try to see if the calibration on that one works. He also accepted my feedback about the phones without getting fussy or defensive, and said he unfortunately can't do anything about it. When I got into my car I noticed black debris all over my dashboard and center cosole, my steering wheel was dirty, there were smudgy fingerprints on my rearview mirror, and something red was spilled on my hood. I keep my car tidy, and for a repair shop to have it for just a few hours and return it so messy was insulting and disappointing. Meanwhile I called my dealership who told me that Safelite doesn't use OEM glass, and that the software to calibrate the camera is proprietary - so Safelite actually can't calibrate the camera. I've called my insurance company and am trying to get them to approve an OEM replacement and calibration at the shop the dealer recommends, but it looks like my insurance company is as useless as Safelite is at doing quality work. Having it calibrated at the dealer costs $500 - and it's not guaranteed that will work because the glass isn't OEM. Thanks for nothing, Safelite, I hope you go under after you go public. UPDATE: My insurance company wanted Safelite to have the opportunity to fix their mistake, and approved an OEM glass replacement. This week I brought my vehicle to them and they replaced the windshield; this time it calibrated, but when driving over 40mph it makes a whistling sound. I called Tony the manager (who has been nothing but polite) and he apologized - and I'd have to make now a *third* appointment for them to fix their work. This time the tech is coming to me, which I appreciate but this is getting ridiculous. I notice also there is adhesive or something along the inside of my A-pillars. Will bring this to the tech's attention tomorrow, and will update my review here accordingly. UPDATE #2: The tech who came to my house, Brian, was rude and defiant from the get-go. When I calmly explained this was my third appointment and second piece of glass, he told me he "Wasn't going to start his day this way." I almost asked him to leave my property. He drove the car, said there was nothing he could do, was dismissive of my complaint, and left. I called Tony who then ordered a THIRD windshield. It was installed by a tech, William, who was confident in his skills and listened to my whole story. He identified the adhesive looking thing as the wiring harness for my heated windshield, which was installed incorrectly and which Brian tried to hide beneath the A pillar. He also found adhesive applied incorrectly, causing the wind noise. This OEM glass calibrated, but now makes a buzzing sound. William has been trying to troubleshoot via text, but I am 100% fed up with how long this has taken. It's still not done right.

When I picked up my vehicle, after Safelite said the windshield had been replaced and recalibrated, I drove away not checking to make sure the wipers were indeed recalibrated. The next day I turned on the wipers and they are stuck way down in the hood and won’t come on! Now I have to return to the shop and have them reprogrammed. It is supposed to rain the next few days which means I can’t drive the vehicle. I work and this is not going to be easy to return to the shop! I’m very disappointed with their service. Check all your instruments before you leave!!!

appt. was to take up to 2 hrs; was done in 50 min.; my heads-up display didn't look right, distorted; they ordered a windshield from another manufacturer, no hassle, great service; update, 2nd glass arrived, the tech said it won't fix my HUD issue, didn't install; they ordered Factory OEM glass; installed it on my 3rd trip to the store, very nice staff; Note for future customers, if you have a 2020 Hyundai Palisade, after you make the appointment, make sure they order Factory OEM glass.

The mark of a great person (or company) isn't that they make mistakes, it's how they recoup. After I showed up for my appointment, they came and told me that they had the wrong windshield for my car and could I wait another hour while they went to pick up the correct glass? That would turn a 2 and a half hour wait to 3 and a half. I agreed to wait it out. Not happy, but not willing to make another appointment (my free time is limited). Well, I settled in with my book, and the receptionist kept me updated on what was going on, and 2 hours in--a shorter time than I was prepared to wait in the first place--the job was done! They pulled out all the stops for the win! Thanks so much, Safelite on Joiner Way Eden Prairie MN--you made my day.