Safelite AutoGlass

I arrive Saturday morning, after waiting 3 weeks and they tell me they have to reschedule, because the only glass they have is scratched. We'll be happy to order another glass, but you go to the back of the line. Im sorry but we're booked solid, so it'll be another 2 weeks before we have an opening. We only inspect the glass the morning before its installed. Unacceptable! After a 3 week wait! They couldn't inspect the glass when it came in? How is this acceptable buisness? I'm not impressed with the way they do buisness at all! My time is important too. I guess only to me, not to them.

I visited Safelite to get my windshield repaired but instead after the work of Safelite it caused me to have to replace my windshield. This was a very bad experience for me because due to the negligence of the technician not following proper procedures I had to go to another glass company and get the windshield replaced. I spoke with Safelite Management and was told that they were not liable to replace it. I would advise you to not use Safelite because they don’t honor their work. Several technicians stated that the technician did not follow procedure but even though he caused the issue they have you sign a waiver so they are not responsible. This Safelite location is on Winchester and Kirby in Memphis Tn. Totally disappointed..

From the time I walked in, Taleesa was very friendly and helpful. Though there was an issue with recalibration and it had to be changed to OEM glass, the 30 year seasoned shop technician knew just what to do and had already ordered it when he explained the problem. When I returned, Jacob was top-notch in taking care of me. He did excellent quality work quickly, and was very professional and friendly. This shop worked as a team. I also notice how consistent all of these factors were with all of the customers that came in. VERY pleasant experience. Wish all companies had this type of service

AVOID! Do not waste your time here. Scheduled windshield replacement last month, showed up for appointment and was told that the glass was damaged. There were two other customers in the waiting room who had defective replacement glass as well. Rescheduled for a few weeks later and 7 minutes before my appointment time I received a call to say that the glass was damaged. Obviously no quality assurance in their glass and horrible customer service to let someone drive to their location twice before even checking to see if the glass was usable.

Let’s start at the beginning. Deductible 250. Looked at my appointment and it said 315.28 the extra 59 dollars for windshield wipers. Called and told them I did not want them. It was removed. Back to 250. My first appointment was rescheduled because wrong information on which windows needed to be replaced. My fault. Still 250. Now the big day has arrived 6/11/25. When I go to check in the manager Eric said I would have to put a card on file and they would only charge when the work was done. What caught me off guard was when I went prior 6/4/25 the front desk person said I could pay when work was completed. I asked the manager twice if this is a new policy because that’s not what website says. He said yes as of January/25. Something kept bothering me so I looked at the appointment again, why they added windshield wipers and rain repel. Huh???? Nobody called asked just added it on now 364.00. I immediately went and asked why is this and they stated they thought I wanted this done. I did not ask for this and I don’t want it. They assured me it would be 250. When I go pick up my care I got a 364 pending. Not happy! They say when it post it will be 250. We will see. That’s the reason I did not want to give my card out. Eric assured me that he was going to take care of it. What I did not like is adding extra stuff without permission and inconsistent information about how payments are made. In a matter of 7 days it went from I can pay when service is completed to you need my card first. What I have learned is make sure you ask to see the pre estimate because it might be different from your schedule estimate . Also to never give out my card prior to service rendered. They should have collected their fees when I checked out not before, so this could have been avoided. They did a good job with windows.

Horrible communication and customer service. Reviewing the positive reviews, I am noticing a trend in line with the (white) woman whose appt was 3.5 hours after ours yet her car was taken upon her arrival (different service but still taking up a tech). Sadly, I feel that had I dropped the car off for the appointment, instead of my biracial daughter, the experience would have been different. My daughter dropped her car off at the scheduled time (1130). She attempted to confirm how long they would need. She needed to drive back to Chattanooga for work. She was told 2 hours from when it goes back and they would text when done. 3 hours later we get concerned and call the only number given. We are told they are completed 2-3 hours from appointment and the car is ready. We arrive about 3.25-3.5 hours after the appt, full of radio silence from the shop. Her car has not moved. Upon entering a white woman ahead of us checks in and is told she is next up and should be done shortly. I ask her if she had an appointment and she says "yes, 3 o'clock". It was 2:50. My daughter waits for the person at the desk to return from getting someone to come for the other woman's car. She asks why no work was done on her car and why no one called. She was told the system went down at 10am, they didn't have much work so he sent 2 techs home and since it came up (no time given) they have been working to get the cars done. Points to one car and says that one was scheduled and dropped off at 7am and was also still waiting, untouched. She asks why none of this was told to her when she asked how long it would take as she dropped off the car or in the over 3 hours they had the car. The person at the desk did eventually inform her that she can reschedule if she doesn't want to wait any longer. She informs him she needs her keys as she has to get to Chattanooga tonight and is bothered that it will be after dark when she gets there with a cracked windshield. She says she will have to get it replaced there but she was hoping to not drive at night with a crack, now into her drivers side. He was dismissive. I asked him if he could please answer her question or acknowledge that there is no reason they failed to communicate a system was down prior to her dropping her car off and they would be several cars behind. I attempted to ask why this wasn't done once they knew they would not even be starting on her car more than an hour after she should have picked it up. However, he attempted to block me out by speaking over me, as if he couldn't hear or didn't care to hear me. He spoke over me with the response that he did just tell her the system went down at 10am and they thought it would be up by lunch hour, not much booked so he sent techs home and now running behind. I was told to "bring it down" when I would not let him speak over me. I tried to inform him that if he would stop dismissing her or listen to what is being asked he may be able to find an answer or acknowledge that things were not being done properly in regards to communication and customer service. He could not tell us why there was no mention of not being able to start or even know when they would be able to start on her car when she dropped it of as scheduled; why she wasn't told they running behind (even when she specifically asked how long they needed to finish the work), why there was no notification that it was not even likely to be done by close of business at all and how with few techs was someone with a 3pm appt was going ahead of a 7 and 1130 appt. He repeated the same nonsense adding only that they only had calibration systems working on one tablet and that has slowed them down, no apology, no thought that customers should be informed. I asked for something in writing so it would not appear that she did not arrive for the appt and to have in case the credit card was charged. I was told they didn't do anything so card won't be charged and there is nothing available to give me if I don't wait for the service (still not able to tell me when that would be).