Safelite AutoGlass

The windshield was replaced perfectly. The only reason that they lost a star was regarding the pick up. We followed instructions to drop off car by 9:30 am. Windshield was covered by insurance and mobile service wasn't covered so we had no option other than drop off. My mom is 90 and couldn't wait in the lobby that long. Anyhow, at 10:15 I received a text stating that the work had begun and I would get further updates during the day. That was the only update. I called around 3 to check on status, it had been there over 5 hours. Call center couldn't answer and said that I would hear from the shop directly. That didn't happen until after 6. A couple of suggestions, don't send a text that work has begun if it truly hasn't. It leaves the customer believing that it will be ready sooner. Set up follow up texts, it is taking longer than expected, we are calibrating it now, etc. Be specific and have the courtesy to tell your customers the estimated completion. If I was told expect the car to be ready between 4-6, that would have been helpful.

In Feb. 2025, I had a chip on my windshield. Safelite mobile repair came to my house to repair the chip, but actually refused to repair it saying that it was actually a previous chip which had not been fixed properly. When I checked my records, I discovered that the repair had been done at this Apex location 7 months earlier So, I returned to the Apex location in Feb. 2025. Jason, the lead technician, refused to help me. He claimed that the initial repair done by his shop had been done properly. I had to call back my insurance, who managed to convince Safelite to replace the windshield entirely. Safelite managed to bungle even that job by repeatedly, without explanation, delaying the scheduled date for the replacement. Eventually, I called my insurance once again, they found a local non-Safelite glass shop to replace the windshield. It was done professionally without any issues. With all the money that Safelite spends on advertising ("Safelite repair, Safelite replace"), you think they could provide better customer service.

I'm only giving them one star because I can't give them -1. I only went to this place because of my insurance. I sat here for FOUR hours waiting for my car. After four hours they tell me that they can't calibrate my eyesite features because they used the wrong windshield. Then blamed a manufacturer defect. Then the receptionist said they are putting in an order for a different windshield. I was upset. I was forced to sign a document that said that they weren't liable for anything happening because they basically removed all of my safety features on my car. I have to wait 11 more days, take another day off work and drive around with no safety features. (I drive a LOT for work. Sometimes more than 100 miles a day which is why I bought this car with all of the safety features. I can't even use cruise control now.) Then when I put the pen down a little too hard the manager said I threw it at the receptionist. I didn't. My hand was still on the pen on the counter because I slammed it a little. I know it shouldn't have but I didn't throw it. Then the receptionist LITERALLY threw my key across the counter. It almost slid off the counter. I am beyond pissed. I highly recommend NOT going to this place. They don't even take responsibility for what they do wrong.

My insurance sent me here for a rock starburst with a crack that began inching out. Scheduling was easy, drop off was easy. They told me to expect 2-3 hours so I planned to leave my car. Their posted hours were 5pm and my appointment was at 3pm so when I called for an update around 5:30 I couldn’t get through. The technician finally called me around 5:45 to say my car was ready but with a complication… The piece they had put on had a scuff near the driver side from another glass rubbing against it. They hadn’t seen it until the install was complete. When I got there I couldn’t even find it, and when he pointed it out it was very minor. I thought it was big of them to own up for it, and they had always said they were more than willing to put in another windshield (but would require another appointment 10 days out). I drove it around in the sun to be sure it wouldn’t bother me and decided to live with it. Only took off a star for the long wait, uncertainty of updates, and slight inconvenience of the scuff. The technician was great, would give him 5 stars.

I am beyond disappointed and frankly disgusted with my experience at Safelite. I brought my car in for a very small, less-than-an-inch crack in my windshield, hoping for a simple repair. Instead, I left with a crack spanning the entire windshield, requiring a full replacement, and what I can only describe as an appallingly poor customer service experience. Upon arrival, Safelite staff took my keys and assured me someone would come speak with me before any work was started. This crucial step never happened. I waited for over an hour, only for them to return and inform me that the repair "didn't work." They explained that applying pressure during a repair always carries a risk of the crack spreading. While that risk may exist, it is completely unacceptable that this was not explicitly communicated to me before they touched my vehicle. Instead, this crucial detail was buried in an email sent at the time of scheduling which they use to absolve themselves of any accountability for the damage. This should be an upfront, verbal warning and acknowledgement. To make matters worse, the comment made to me was, "it wouldn't cave in on me while I drive," followed by suggestions that I bring the car back in for a full windshield replacement. It felt like they intentionally worsened the damage to upsell me. The customer service follow-up was a masterclass in how not to treat a customer. It began with a half-hearted apology, admitting they should have spoken to me before working on the car. However, as I pressed for fair compensation for the damage they caused, their tone shifted dramatically. They began blaming me, absurdly suggesting I should have done more research and shouldn't have handed over my keys – even though they requested them and their process implied this was standard procedure! The irony of receiving marketing emails from them later, proclaiming "my car will be in good hands," is not lost on me. What a joke. They did offer to "refund me for the service," which essentially means a refund for them breaking my windshield. This entire experience felt like a scam. I brought my car in for a minor repair, they made the problem significantly worse, and then tried to sell me a much more expensive solution. I strongly warn anyone considering Safelite to stay far away. They clearly do not care about you or your vehicle, only about how they can get more money out of you.

I had my driver side window broken to steal nothing. I was able to schedule online for two days later to get it fixed. If it wasn't for this quick turnaround and the front desk people this would be a one star review. I don't like leaving bad reviews. However, due to the following I need to: 1) I have a 2023 Chevy Silverado and my windows have a factory window tint. The front windows are 70% transparent and the back windows are 20% transparent. They replaced my window with one without tint at all. It looks really silly not matching the other side and a non-tinted window next to a fully black window. 2) My window now makes a loud rubbing noise for some reason only when it goes down. 3) I expressed these concerns when I received an email for a customer satisfaction survey and asked if anything could be done. Crickets!!!! I would happily post a positive review if they fix the issues. I think the people that worked up front were great and don't want to cause them to lose work.