Safelite AutoGlass

Let me start by saying that all of the people working at the Whitehall location were professional and did their jobs well. They deserve 5 stars. The issue I have is the differential in pricing and consistency of explainations from online where I started, to their call center which I reached out to confirm pricing (because you cannot call the store directly) to the pricing and what it included when I got to the shop. Very disjointed process that results in a less than ideal customer experience. This shop has done work on 3 of my vehicles, and while the quality of the work has always been good, their call center and processes need some work.

I have been trying to get a service issue resolved for over a year. Trim parts were broken during the replacement of my glass and I have spent countless hours since April 2024 trying to get this issue resolved. The manager keeps lying to me and promising that parts are ordered . The corporate customer service has been no help either. I call and get the run around. Nobody follows through as I am told they will. It has been over a year and my service has not been completed!!! Do not use Safelite unless you want to spend hours on the phone trying to get resolve.

This place is a joke. I showed up a few minutes late to a drop off appointment with 7 hours of business hours remaining, Willing to just leave my car for as long as they needed and they turned me away. This business is also shady. They quote you one price online and then send an invoice that more than doubled an hour before the appointment for a camera calibration. $650 to calibrate the front camera which requires a flew clicks in the software after the windshield is installed. Who charges $650 per hour for labor? This isn’t neurosurgery. I would NOT recommend this place due to its shady business practices.

My suv had a small crack after Safelite replacement which brought rain in my internal system shutting down my car!!! I had my jeep windshield replaced in my driveway and all things were good…to the eye. I didn’t drive my car until two days later after some rain had passed and my car had issues starting but it eventually started. Then within a week I found myself getting stuck with it not turning on at all. It wasn’t my battery so I towed it to Jeep dealership to inspect it. They left it outside the dealership and one day it rained heavy. Thankful that it did rain because that’s when they discovered a small seam crack which allowed the water to fry my Jeeps system hence the car shut down on me. They confirmed it was a glass install error so I most definitely made my call to Safelite to foot the bill. They came back at me with a standard process to bring their inspector to confirm if it was their fault. To no one’s surprise, it was theirs. Manager Jeff told me he’d send a check within two weeks and that became months, but I got it. I will not be using safelite again due to the back and forth of calling in to get my reimbursement. Note: if you are delaying payment to a customer, at least check in with them frequently so they aren’t left wondering if they got ghosted.

Miguel was great very attentive and was as efficient as the weather would allow him to be. Made me feel really comfortable with the whole process and even dusted off my dashboard which looks super clean now. He also went above and beyond to contact the manager and help me resolve my insurance payment which was more than the rate they gave me. Safelite gave me a better rate than the insurance I pay for. Thank you as well to the very nice and attentive front desk lady who helped me along with the process. She was also very customer service oriented and made sure I was being helped while on hold. Thank you to the manager as well who fixed the issue and even redeemed my discount for me. Made the process simple and not stressful at all. Would recommend

Safelite used to be amazing. The last two visits I had weren’t amazing. The technicians were fine and did a great job, but scheduling is a nightmare. A week or more until the first available appointment. Appointments used to be available within a day or so of your call. Repairs need to happen quickly so the crack doesn’t have as much chance to spread. If I needed a replacement there would have been no way I could wait a week and potentially not have been able to drive the car. They no longer provide phone-based customer service for appointments. That’s great, as their website was down for at least a day while I needed to change my appointment. Their chat bot was no help. And apparently there are very few real people that are willing to help. I finally got the website to work, and again the earliest rescheduled appointment was another week or more from my original appointment. Good cost-savings measures there, let’s just turn our backs on the customer. What happens when someone might not be able to use the internet to schedule, like an elderly person? I guess Safelite is just OK with losing that business? Once you get the technician there, things are fine. They are polite, professional, and do good work. I am dissatisfied with the replacement part they used for a back window on my truck. It’s so cheap compared to the factory original window. But it works. It seems Safelite corporate has done everything they can to cheapen their service offering, to the detriment of their company overall. I’ll be using a small shop next time.