Safelite AutoGlass

First appointment scheduled a week in advance on a Tuesday, dropped car off only to be called later to find out that they ordered the wrong glass and the quickest they could get me back in would be Friday despite their mistake. Friday comes and I take my vehicle in. My credit card is on file and I received my pre authorization receipt for the service. Window is replaced and when I go to pick up my car the girl at the front desk confirms that my card is on file and the amount to be charged. I asked again if they needed anything else from me and was told they had everything. I thanked them and went on my way. 6 hours later I get a phone call from the same girl at the front desk and the manager Paul. They tell me the credit card was mistakenly deleted by them and they would need me to read them my credit card over the phone. I told them I am uncomfortable giving that information over the phone to someone but would be happy to again put my credit card on file online or through a link as originally done. Paul tells me that he has no way of doing that and I will have to either give my card over the phone, drive to their location (30 minutes away), or get sent to collections. Even though this was clearly multiple mistakes on their end, I am being threatened to be sent to collections! I told Paul multiple times I am happy to submit my card online through their website or a link sent to my email. Paul the manager told me he had no idea how to do this. Because of safelite auto glass multiple mistakes, they are asking me to give out information over the phone I am uncomfortable to give or to drive an hour out of my day for the third time. And then threaten me with sending me to collections! Awful customer service. Update: the next day I looked at my online account for my card and it was indeed charged for the service. Either no one had a clue and it actually went through, or they figured out how to do it even though my “card was deleted”. No phone call or apology from them.

So disappointed. Have used Safelite in the past for windshield repairs and always been happy. Today my repair tech was a hot mess from the beginning. He called me at 7:40am stating he was on his way. When he still wasn't here by 10:30 I called and was told sorry he should have explained when he called earlier that it would be closer to 11:30 when he would arrive. Once at my house He gave me a brief explanation of their no guarantee but after the repair was completed I couldn't even tell it had been repaired and was still very visible. He said well that's what I explained to you. I corrected him and said no he said if he broke the glass with the machine beyond 6 inches it would have to be replaced not repaired. Then he tried to explain that they insert resin which flows thru the cracks but leaves a dent and then they put a filler but that maybe he used too much filler and it's too late now. I asked for a phone number of who I should talk to. He gave me a number that did not even ring to Safelite. So I called the main number and was basically told as long as he explained there was no guarantee that was all they could do and once a repair is made there is nothing else that can be done but to replace the windshield at my own expense. I explained to the girl that the tech basically admitted fault and she didn't care.

The lobby or store does not match the pictures that are online when you look up this store location. Small dingy office with two foldable lawn chairs. Flies everywhere. When asked when it will be down I was told an hour and a half at most. So I grabbed a ride to a store. The hour am a half was up so I called the store. They said my car was in recalibration stage and will be done soon. I get a ride back to the store and my car is sitting outside while two employees are watching a movie and talking to each other in the lobby. I asked for my car and the employee said they have not recalibrated it yet. They left and I stood in the store for another hour and half. When an employee finally came in the office I asked how much longer and their response was I’m trying and then left. Customer service and store cleanliness are piss poor.

My initial tech forgot to screw in the panel that holds the windshield wipers. I noticed it immediately and called to fix the issue. They told me they were not able to send out another tech until the following week. I was not able to use my windshield wipers during this time so I was just hoping it wouldn’t rain while I was driving. This tech also lost a screw and did not tell me. The second tech came out to fix the first techs mistakes. He did fix the wiper issue but ended up stripping the hole where my missing screw was needed. He had attempted to use a random screw after I told him I needed original manufacture parts. In his attempt to use a random screw he damaged the paneling. Now I have a damaged panel and am still missing the screw they lost. The store manager was no help during this entire experience. Initially he told me that honest mistakes happen, I agreed with him. When the second tech attempted to hide the damage he caused and I caught him, he did apologize and I asked him to let his manager know what had happened and to give me a call. The manager never called and I had to reach out to corporate. The manager told me it was normal to have some damage when repairing vehicle issues. I do not agree with this because I have had many windshields replaced and this has never happened. The damage caused by the second tech was due to him attempting and forcing this screw to work after knowing it wasn’t the correct part. To this day I’m still waiting on the repair for everything. I wish I had noticed the several other bad reviews with Safelite before deciding to get my windshield replaced here.

Safelite had me scheduled to get my vehicle taken care of on a Monday, had it there on time at the Springdale Arkansas location. They called later that day saying that they did not receive in the parts required and would have to reschedule it for four days later. After expressing that this is my work vehicle and I need it back ASAP, they reached out and was able to get it three days later instead. I understand that they might not be able to control the reception of parts, however, why did they not find that out first before scheduling my appointment? I did get my vehicle back, but they did not remove and replace two of the stickers on the windshield that I need to do my job and I’ve had to reach out to get those replaced. I was given No information about what not to do.

In August 2024 I Took my car to the Springdale AR location for a replacement windshield. They pulled my broken windshield and then had the wrong replacement windshield. So they put my old windshield back in with several more cracks in it than it had before and told me they would call me back for a replacement windshield. After two days, I came back and the young woman at the front desk said they couldn’t get the replacement windshield until sometime in October. I went to another windshield place and they replaced my windshield within two days. Safelite Springdale needs to look for someone else to man the front desk. The young woman currently there has a bad customer relations attitude. I also believe she lied to me by telling me they never touched my car and all the new cracks were probably due to the sun. I’m done with Safelite in the Springdale location. I’ve had issues here one other time with this young woman but have never had problems with other Safelite locations.