Safelite AutoGlass

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.

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.

Nationwide told me to go here for my windshield replacement. After the installation,I went to get a hand car wash. After the wash, I turned on my wipers. After a few cycles, my wipers were stuck at an X, and I had to drive home with limited visibility. Got home and put my wipers where they were supposed to be. I tried using my wipers again, and the passenger side wipers would not work. I opened my hood to find damaged air filters, which were perfect before I dropped them off at safelite. I continued to the wipers, I grabbed the nut that held the wipers on, and they were extremely loose, two rotations, and they were off. The tech that installed my wipers back on did not tighten the wipers' nut back correctly, leading to the stripping of my wipers' arms. They also left something heavy or leaned on my filters to dent them, affecting them efficiently and performance. This shows the lack of workmanship and quality control at this company, and I would never recommend them. Leadership at this location was supposed to contact me regarding this, and it has been a week with nothing. The next step is to contact my insurance, have them replace the parts, and the insurance will get the money from safelite, risking this companies current status with Nationwide

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.

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.

Message DO NOT TAKE YOUR CAR HERE. I took my car in to the Bentonville, AR location for a windshield replacement on 3/15 at 9:00AM. I dropped my car off and received a text at 9:34 am that service has begun on my 2021 Hyundai Elantra. I dropped my car off with no check engine lights or any issues, infact, I had just had it serviced prior to this appointment at the dealership because I like to keep my car in good condition. At 11:48AM on 3/15, I received a notification that service was completed and I also received a call from Timothy, the technician. I headed back to pickup my car, arriving at a little after 12pm to pick it up. Amber and TImothy were at the front desk and gave me my keys to my car. They did not have me sign any paper work or notify me of anything wrong with my car other than the fact that they said not to get the windshield wet for 24 hours. I walked out to my car, start it up and immediately it began to idle rough and the check engine light was on. The car was very loud, which is not normal for my car. I drive a 2021 Hyundai Elantra. I immediately shut the car off and went back inside and told Timothy and Amber that my check engine light was on. Their immediate responses were "WE DON'T TOUCH THE ENGINE." How could it be that I dropped off my perfectly working car with no noises or check engine light on at 9am and pick it up 3 hours later with these issues? Timothy said he would bring his diagnostic machine out and see what code it is throwing. He plugged it in and immediately claimed it was throwing 12 codes. I asked why the check engine light wasn't on three hours ago then when I dropped it off. He claimed he had no idea. I asked him why he didn't notice how it sounded when he drove it out of the bay to park it and he said "He doesn't pay attention to that." He said my car was misfiring. Geez, you don't say? That is why I just came in and told you my car sounds like crap and it wasn't this was previously, which they acknowledged. I ended up leaving and my car continued to get worse as I drove it and wouldn’t accelerate properly. Later on in the day I made a call back to Safelite and spoke with Timothy asking him what he is going to do about my car. He still claimed there was nothing he could have done to cause this, considering the fact that I didn't drop my car off this way and picked it up a POS, you would think he would do something about it. He told me he would have a manager call me back. With this being a Saturday, and the manager being off work and avoiding customer calls, Amber left a message stating that Monday a manager would call me. On Monday morning, I called Safelite and asked for a manager because they FAILED to call me back as promised. I spoke with the supposed manager, BJ. BJ showed no regard for the issue and still wouldn't accept responsibility. I finally convinced him to let me bring it in so I drove the malfunctioning car back to Arkansas, an hour drive, for the manger to look at it. After spending 30 minutes looking for an excuse, he calls me in to show me a piece of foam that he claims “proves” a mouse was in my car when this is infact false. I took it to the dealership for a diagnostic and this was proven to not be the case. The ECM module was malfunctioning because of what they did to it during the time Safelite had it on Saturday. BJ also tried to show me that it was throwing codes prior to them working on my car, which if that was the truth Safelite shouldn't have touched the car and notified me they wouldn't be able to work on it. Why are they running diagnostics before working on your car anyways? After BJ telling me there was nothing they would do for me, I had to go to Hyundai and have them do a diagnostic. They charged me $226.00 for the diagnostic and reset. I have been trying to get in touch with Safelite corporate for two weeks but they keep stating the district manager is on vacation and nobody will call me back. I would never recommend anyone take their vehicle here unless you want to be out more money than expected.