Safelite AutoGlass

We were out of town for a surgery when our truck was broken into. Upon calling our insurance we booked a mobile appointment with Safelite to have our rear passenger door window repaired for the following day (Thursday). On the day of our appointment we received a call from the tech letting us know that the wrong part was ordered. They then rescheduled the appointment for in shop for Friday. When we arrived to the shop on Friday once again we were told that the wrong window was ordered. They scheduled us for Sunday since they would be working on appointments due to the upcoming 4th of July holiday. On Saturday we stopped by and spoke to the shop manager and she did reassure us that the correct part would be there on Sunday. Well Sunday morning we received a call just to let us know that they did not get a delivery. This was so frustrating being that we were not from San Antonio. We came home called a local shop on a Sunday afternoon and by Monday morning our window is getting replaced. I was very disappointed with the service we received at this Landmark location.

First off, let me say I rarely leave a negative review. I understand mistakes happen and I always allow ample opportunity for mistakes to be corrected. I rarely see a 1 star review as justified, but this one definitely is. Please read for further: I brought my Corvette in to have its windshield replaced on 09/08/2023 through my insurance. The windshield replacement seemed to be good. After the required waiting period (48 hours, although I waited longer) I washed my vehicle. While washing my vehicle, I noticed a water leak coming through the side that was not present whenever I brought my car to them. I called and opened a warranty claim, went in a 09/21/2023. They tried to claim it wasn't their fault, then pointed out the gasket around the windshield was the issue. I asked them if they remove the gasket to install the windshield, they said "yes". I then informed them that it wasn't leaking prior to their work, and the piece that they messed with was the alleged culprit. They tried to fix it in house, but failed. (That was another visit that I had to return for on 09/29/2023) They tried to fenagle out of ordering a replacement piece, but eventually they did. They installed the replacement piece, and that too, did not fix their mistake. throughout the entire process, I had to keep re-explaining the issue and they would keep trying to shift liability to me, instead of taking responsibility for their mistake. I would have the same conversations over and over. I spoke with them and told them that the problem still isn't fixed, and they made me set up another warranty appointment so they could "evaluate it". That appointment was on 10/09/2023. I ended up having to reschedule this appointment, which ended up having to be all the way out on 10/30/2023. I had to drive all the way out to them, just for them to not even look at the vehicle and tell me they'd have to order a whole new replacement windshield. I do not understand why I had to come in person just for them to tell me they'd order a new one. That replacement windshield install was then scheduled for 11/16/2023. I arrived at 9AM and waited for them to be done. At approximately 1PM, a tech comes out and says that he cannot find the source of the leak, and insists it's not their fault. I ask him about the second replacement windshield, and he hadn't even replaced it. I'm not sure what exactly he took 4 hours doing, but he didn't even replace the windshield. I had to wait another hour and a half for the replacement. Not only did the replacement NOT fix the issue, a new one arose. The heads up display is blurry now. I brought this to their attention, and they denied it being blurry. I took a photograph of it and showed it to the manager, and he said he said "it doesn't look blurry to me". I have attached a picture of the heads up display so you can decide for yourself. At the end of this ordeal, I have gone out at minimum 5 separate times and this issue still hasn't been fixed. The customer service has been absolutely terrible and at the end of the day, the manager said he has done everything he is going to do. He was no longer interested in fixing the problem. Now, I have to file an additional claim with my insurance to fix their mistake. Obviously, my insurance will be billing them and not me. Also, when they installed my wipers, they installed them wrong. They were trying to overlap each other. To their credit, they fixed this issue and I no longer have a problem with my wipers. I cannot stress enough how terrible of an experience this has been.

I would NEVER recommend this place to anyone. I've such a difficult time with them. I had an appointment scheduled for May 5, they would be out between 12 and 5 pm. They called around 1 to tell me the window was damaged so I would need to reschedule. I was called by them on May 6 and rescheduled for May 7 at 4 pm. I get there, wait 10-15 minutes just for them to let me know my window is damaged (again). The manager said she had to outsource it and it would take 3-5 days. I gave them 5 BUSINESS days, so a whole week later, still nothing. I actually went into the shop on May 15 and was told they would call me with an ETA. By May 19, I still hadn't heard from them so I go back into the shop and was told someone had nabbed my window so they would reorder and i would get a call on the 20th to schedule an appointment. I was called and was told to come in on the 21 at 1:30. I got there at 1:30, waited for 30 minutes just to be told my window had not arrived. This whole situation is ridiculous and can't believe this is how they would treat a customer.

Filed a claim with USAA to have my windshield replaced and they partner with Safelite. The technician was very nice and showed up during his timeframe. The windshield repair was good work mostly with some small damage to my inside interior by the left side of the windshield. Technician completed the job in about 1 hour and 15 minutes. Scheduled date had to be moved by 1 day the day before the appointment Safelite agent called to change it due to the windshield not arriving. It cause me to have to make changes to my other appointments. After completion of the windshield. I noticed my hood lever did not work and I could not open my SUV hood the technician broke the lever and didn’t say anything upon his departure. I called to make a claim to schedule for Safelite to come back and fix my hood lever. Appointment was made and then cancelled again. Had to make another appointment to get my hood level fixed. They suppose to come back tomorrow. I’ll write another review after tomorrow to see if they fixed my hood lever. Overall disappointed due to damage to my interior wall and over damage.

While on vacation, our windshield cracked. We contacted our insurance carrier and told them we needed to use a glass company with locations in multiple states. There were 3 locations around San Antonio, TX. We chose the location nearest to our stay. Landmark 35 Dr. The customer service representative couldn't seem to understand that we had NO deductible on windshields. This shook my confidence, but presumed she was just having a moment. Upon agreeing we did not owe anything for a replacement, she scheduled our 1st appointment. Considering we were on vavacation, I was thrilled to think we could complete the job the following day. The windshield for our 1st appointment was the wrong windshield. We were then told to return to the shop and reschedule. Our 2nd appointment was scheduled early in an attempt to avoid seeing another day of vacation squandered. After leaving the shop, we were called again to return as this glass was scratched. I will say, my husband met with the technician and he was apologetic and professional. I regret not knowing his name. Our 3rd appointment was scheduled for 2 days later in the middle of the day. I was skeptical that this appointment would be successful.

It has been 34 days since I initially scheduled a windshield replacement (on-line) for my truck, and I still do not have a properly installed and calibrated windshield. During this time, three different Safelite technicians have come to my residence, and I have had to take my vehicle to the Safelite store on one additional occasion. I have had two windshields installed, and calibration has been attempted four times. I have been given FOUR different cost quotes during this period. Three days ago a FIFTH different amount was charged to my credit card without my approval. (I am disputing the charge through my credit card company.) I have emailed Safelite Customer Care on three occasions, and I have personally talked to three Customer Care representatives. In those e-mails, and during those calls I fully and precisely documented Safelite's abysmal service. I have also attempted to call Customer Care on several additional occasions, but no one ever answered. All three Customer Care representatives with whom I spoke PROMISED that I would be contacted by management to resolve the situation. NO MANAGEMENT REPRESENTATIVE HAS EVER CONTACTED ME (by phone, by text, by e-mail, or by mail)! There were no responses to my e-mails! I have maintained full documentation of my unfortunate Safelite experience, including dates of contact/service, cost quotes, emails, and customer care representative names.