Safelite AutoGlass

Poor customer service and lack of professionalism!! I took my Subaru crosstrek in for a windshield replacement on February 22nd. They couldn’t get the camera functions to recalibrate so they needed to order a different type of glass. They said it happens sometimes and I was very understanding. Fast forward to March 1 where they had my car for nearly 5 hours (for a 3 hour service) and still couldn’t get the calibration done. I was told it needed to be taken to the Subaru dealership. I took it there on March 10 where I was told safelite must have made an error in the installation of the windshield as they couldn’t recalibrate either. The manager at safelite, Ben, insisted that I bring my car BACK to them on the 14th so their safety quality guy can check their work. That ended up with them finding out there was a defect in the glass. Why wasn’t that caught before? When it didn’t recalibrate I don’t understand why that’s not something they checked before sending me to another shop. To me, that just indicates unprofessional service and lazy behavior. So finally we get to march 21 when they installed a third and final windshield and finally got it to recalibrate correctly. Through out this whole ordeal there were several times where Ben said he’d call me and he didn’t. Several times I left a message with the receptionist for him to call me and he didn’t. I had to call the shop/Ben numerous times to get in touch with him to fix my car that they were messing up. The customer service from him was beyond disappointing and extremely frustrating. Overall I would not recommend taking your vehicle here purely for the lack of customer care. Especially if your car has eye sight features that neat recalibration. **The most positive thing I have to say about Safelite is that Barry (I believe that was his name) was always very kind to deal with and I felt he was the only one with any care for the customer.

I recently had an experience with Safelite Auto Glass in Bentonville for a windshield replacement, and I wanted to share my thoughts. Initially, I dropped off my vehicle for repairs on a Monday, but I received a call shortly after, informing me that the new windshield had a scratch and I needed to pick my car back up. They rescheduled my appointment for Wednesday at 2:00 PM. When I arrived, the staff informed me that I was late, which was not the case, and I had to reschedule for the following Friday. On the day of the repair, I was told it would take about two hours. However, when I arrived, the estimate changed to three hours, and ultimately, the repair took four hours. This extended wait was disappointing and inconvenient. While I understand that unforeseen issues can arise, better communication and more accurate time estimates would greatly enhance the customer experience. I appreciate the staff's effort, but I hope they can improve their processes for future customers. Would urge them to focus on communication and managing appointment expectations.

Last time I came here it was for a chip repair. I waited 3 hours for them to do it. Today i had a 2 pm appointment for a windshield replacement. I arrived at 145. At 215 my vehicle is still not in the shop. At 220 another customer comes in and says she also has a windshield replacement appointment for 2 pm (so she is 20 minutes late). They immediately pull her vehicle inside. It is now 240 and my vehicle is still sitting in the parking lot untouched and her new windshield is already been put in place and is being glued. I asked the lady behind the counter why my vehicle wasn't brought into the shop first since I arrived ahead of my appointment time. She just looked at me and said nothing for quite awhile. Finally she said maybe they can try to do mine next. 2 bad service experiences the only 2 times I've been to this shop. I will NOT be back here ever again.

Arrived at my appointment 15 minutes early. My car sat for 1:45 minutes before being taken back. Then I was informed the glass that came in was defective. Rescheduled and came back. Car was left with debris all of the dash and sensor cover for the windshield left loose. Was cleaning my windshield today (several days later) and noticed the headliner is damaged as well. Edit: after response from “owner” I conducted a follow up appointment. I was told to provide an estimate for repair which I did from the local Toyota dealership. I provided the manager, BJ with the repair estimate and was told I would receive a response within a few days. Over a week later I had received no response. I made several phone calls with no answer. I made an in person visit and left a note with the clerk after being told the manager was not in. It has been two additional days since that visit and have still received no response.

My wife had her windshield replaced at the end of February this year. Although they showed up on time and got the windshield replaced. I was not happy with it. The technician they sent broke several clips on the weatherstripping attached to the lower part of my cowling that they had to remove. Didn't bother to say anything. Broke one clip and tried to glue it back in under my cowling. Lost another clip from my cowling in the driveway and never even bothered to look for it. Put the new moulding under the cowling so it wouldn't sit flush against the glass like it's supposed to. Had the 2 piece cowling all out of adjustment with the middle gap way to wide. Set his tools on my hood while working. Tore the fabric on my passenger side windshield pillar cover while removing the old windshield. Scratched some paint... After DAYS of trying through their automated phone system, I was FINALLY connected to the Bentonville store to tell them what happened. I sent the manager an email with the photos as I was asked. They wanted me to bring my car to their shop to look at and see what they can fix for who knows how long. I told them I can't go without our family vehicle and I shouldn't be inconvenienced to drive over half an hour one way to have them look at it either. They messed up. Not me. They then scheduled another technician to come look at it. He made it out a couple days later to take photos. Even though I already sent some, but ok. After speaking to the technician, I told him I had to put the cowling back into place myself because it was going to fall off going down the road, if I didn't. I told him all I wanted was for them to replace all the clips they broke in my cowling and weatherstripping. That's all. I didn't want anything else. No paint, moulding, pillar cover, etc. Just the clips. He said ok and he'll get with his manager. I've never heard anything back from anyone, and it's been several weeks. No phone calls. No emails. Nothing. And God forbid you have to call the store. You'll never get through to a local store. It's like an act of Congress to get someone from the local store on the phone. I've had 3 windshield replacements from Safelite and planned to keep using them, until now. I will never go back. Completely ridiculous.

I have been trying to get a new windshield for over a month now. On the first attempt, the windshield arrived with a 9-inch scratch. Naturally, I refused to pay for a damaged product. During the second appointment, the windshield shattered. The third attempt resulted in the same issue—the glass shattered again. On the fourth attempt, I was told that my windshield order had somehow been canceled. Unfortunately, my insurance does not allow me to go elsewhere. I’ve had to take time off work and leave early on multiple occasions to make these appointments. Having issues like this four separate times is completely unacceptable. While I understand that much of the fault may lie with the company responsible for shipping the windshields, this entire experience has been incredibly frustrating. I am still waiting for a proper replacement. I cannot wait to get this over with. I laughed it off the first issue as one should because things happen, but by the 4th attempt of an appointment, I am fed up with this horrible service.