Safelite AutoGlass

Safelite has always been my go to windshield repair/replacement, I never had a problem until recently went in to the Dothan shop for a windshield replacement on my 2021 Jeep Wrangler. Everything went fine and I left assuming everything was fine. I was heading to Florida for a meeting in a location where I needed my toll road/bridge toll transponder. Looked up to where it had been on my old windshield and it wasn't there!! The most frustrating issue was that I couldn't call the Dothan Facility direct. When you call it goes through their national phone system, I was on hold waiting for someone to answer for almost 10 minutes, and then when they answered and I told them the problem, I wasn't put through to Dothan the national employee talked to them and relayed the info. I was then told that they had it, so I turned around and drove back to the facility. Upon arriving I told them what I was there for but they told me they didn't have it and I told them it was on the windshield when I brought it in. Since I didn't have a picture of it on the windshield I couldn't do anything. LESSON: Take pictures of your car before you hand over your keys! No pictures then it's your word against there's!!!

I have used Safelite 4 to 5 times and always liked their service, until last week. I had 2 small chips to get repaired. My tech looked like he just rolled out of bed, it was 5 pm. In short, he broke my glass, made it spider now I’m left to pay for his mistake. By the time I’m done it’ll cost about $475, I have a Kia Soul, small glass. My Yukon had cost me $350, obviously that’s a larger glass. Anyway, the tech’s character and demeanor changed after he broke it, he was staring at my LV wallet and belt, so needless to say I don’t believe it was on accident. I live in Alabama, my car came from Texas, I asked him about my inspection sticker and he told me they don’t save stickers, that I’d have to go back to Texas to get another. I told him my car is illegal without that sticker and I have a 4 year old special needs granddaughter that has weekly appointments, so I can’t be without transportation. I am baffled and the whole situation was disturbing and uncomfortable. I will never use Safelite again and I will not recommend!!!!

Worst experience with Safelite ever. My husband stopped in the Dothan store yesterday to get a stone chip fixed. They refused to confirm his insurance with State Farm in the store, and instead gave him a toll-free number to call. He talked to yet another Safelite representative, a conversation that took at least 15 minutes and included a sales pitch for add-on services - $140 for new wipers and his windshield treated with RainX. It doesn’t end there. My husband made an appointment for the repair this morning at our home. Safelite asked if we had a garage in case of bad weather. Yes we do. However, we have to move several items for his truck to fit in our garage and my husband has a broken back. The weather forecast was correct - sunny and dry weather this morning, so no problem. WRONG. The technician tells us THIS MORNING on his way here, that the repair HAS to be done in the shade, otherwise they won’t warranty the repair. So my husband had to meet the Technician at a different location. We are DONE with Safelite.

I went online and scheduled an appointment. Upon reviewing my appointment online, I realized that my address had not formatted correctly, so I called the customer service number. After MANY calls, I finally got connected with someone in the Montgomery office. I’m not really sure why, but they in turn connected me to the Dothan office. A lady there named Ms Stacy told me she would take care of me and scheduled me an appointment for the following Friday. I live an hour and a half from Dothan and was headed to get my glass installed when someone from Montgomery called and said my glass didn’t come in. I explained to that person my service had been moved to Dothan, and for some reason said person in Montgomery deleted my entire work order (vs checking their system to see if it was found in the Dothan database). Needless to say, Dothan never got my glass and never called to tell me they didn’t (bc the order has been moved to Montgomery and then deleted). After another phone call with Ms Stacy in the Dothan office, she reassured me she had it all taken care of and to be there the next Friday. Before I arrived the following Friday, I decided it would be a good idea to call and check to make sure my glass was there. En route, because I had to leave my home before they opened, I called the Dothan office, and the person who answered, a man, had no record of my name or an appointment nor did they have any glass in stock to fulfill my order. I then asked him to check with Ms Stacy and/or the manager but Stacy was off and nobody there knew anything about my appointment. Further, no one from the Dothan office has called to follow up and right their wrong.

Your site makes it too hard to get a quote for a possible repair. I already uploaded my pictures of my 2021 Tundra and it automatically goes to replace only, not repair, and nothing about the possible cost of that replacement. That is unethical! There is no human customer representative picking up the phone when you call your business site. I do not want to talk to a machine about my repair. I will take my business to a company that still has the human touch of taking care of its costumer.

My technician, Chris, really knew what he was doing. He called me to let me know when he was on his way. When he showed up, he got started immediately, and before I knew it, he had my windshield and passenger side window replaced. Believe me, it was a lot more convenient to have him do it than for me to watch a YouTube video and try to do it myself. That would've cost me a whole lot more time, money, and aggravation since I tend to throw and break things when I invariably mess them up. Kudos to Chris for such a quick repair, highly recommend using Safelite!!