Safelite AutoGlass

There was a big storm a couple weeks ago, so I get that the company is busy, but they've cancelled/rescheduled my appointment three times after I paid over $500 up front to get my windshield replaced. They moved it from Monday, to Wednesday, to Friday, and cancelled on Friday at 4:45PM because they had managed to crack the glass of the new windshield they were supposed to replace mine with. They haven't even rescheduled this time yet. The corporate number from the email is purely automated and disconnects if you try to reach a real person. The phone number for the local branch connects, then automatically hangs up without talking to a person. So right now I'm out over $500 with no idea when, or even if, I'll get my windshield replaced. I have no idea how to get them to actually do the work I paid them to do since my calls go nowhere. EDIT: I managed to go through the website to reschedule for the 4th time, but got an automated email saying "We're sorry to see you go". This was not cancelled on my end, but they threatened to take a cancellation fee anyway. I called several times to try and get to an agent to at least explain why they cancelled my appointment, but did not manage to get through. Thankfully it looks like they didn't take the fee they threatened, so I at least have my money back after two weeks. I ended up booking with Smiley's instead, who turned out to be much easier to work with and also $250 cheaper for more professional service. I'll never work with Safelite again after this experience.

Feedback Regarding Reception Area Environment Dear Safelite, I hope this message finds you well. I wanted to bring to your attention some observations I made during my recent visit to your establishment. While waiting for my vehicle to be serviced, I couldn’t help but notice a concerning atmosphere in the reception area. It appeared that some members of your staff (mainly the guy in the picture?) were engaging in inappropriate behavior, including mocking and making fun of other people within earshot. Additionally, the use of foul language was evident, which was quite discomforting to witness. I don’t think that children in the workplace is appropriate HR?? As a loyal customer, I believe strongly in the importance of exemplary customer service and maintaining a professional environment. I kindly request that you take proactive measures to address these issues. Providing coaching and guidance to all front-facing staff members on the significance of customer service and the importance of discretion in their interactions would be greatly beneficial. Ensuring that all team members understand and uphold the values of professionalism and respect will not only enhance the overall customer experience but also uphold the reputation of your establishment. Thank you for your attention to this matter. I look forward to seeing positive changes implemented in the near future.

Very bad service. I only went here because of my insurance. I dropped it off at 8am, early for my 9:30am appointment, with a guarantee that it would be ready by 5pm. They said that they would call and update me but never did, and wouldn’t answer 3 phone calls. I showed up at 4:42pm to get my car only for them to have called me at 4:41 while I was parking saying to leave it overnight and they couldn’t get to me. I went inside and the worker was extremely rude. I told them that I called 2 different phone numbers and the worker asked which one and then tried trapping me in a game of 20 questions to “prove me wrong” essentially by saying “well our office number isn’t even online for you to find”. My insurance gave me the number to call them. I don’t know why they would try to prove me wrong just for the sake of it. I got my car the next day. I feel bad for the woman that was there that was told her car was ready and she took an uber to pick it up and it wasn’t ready.

My initial impression upon making an appointment was fantastic. A rock hit my windshield on Easter Sunday as I drove on the highway, and a 12-inch crack developed within minutes. I went online and made an appointment for the following Saturday. They were the only place that even allowed me to make an appointment on Easter, and I was delighted. The day before my appointment, I received an email saying that an item had not come in, so they were rescheduling my appointment for the next Saturday. I was annoyed, but still okay. The day before that appointment, I received yet another email rescheduling my appointment for the following Saturday for the same reason. I could not make the time they chose for me, so I called to reschedule. After being on hold for a while, I finally spoke with someone. I told her that I was concerned about the 3 pm time they had given me because I would be an hour away until 2pm. I asked if there was a 3:30 time. She told me that the place closes at 5, so my two-hour job would not fit into the timelines, but then told me they had a 10am available. I repeated that I was going to be out of town until 2, and then she offered me an 11am time. I repeated that I was going to be out of town, and then she got angry with me. I asked what other dates were available, and she then gave me alternate times. We FINALLY set an appointment for the following Thursday at 9am. I asked if I could just drop off my vehicle before the 9am time and pick it up later, she assured me that would be okay. On the day of the appointment, I dropped my car off before work at 7:30 for my 9am appointment. I had a break from 3:15 until 4:15 between teaching and after school activities, so I was going to pick it up during that time. At 2pm, I received a text stating that my car was being taken back to be worked on. I was confused, but at a break, I called, and after being on hold for an hour, was told that I had NOT signed up for a 9am appointment. They said I had changed it to a "drop off." I was LIVID! I told them I was being dropped off to pick up my car at 3:30, and that I had to be back at school to monitor students by 4:15. I spoke to a very nice, young man who said he would get them to double up and get my car done. I arrived to the place at 3:45, dropped off by a colleague. I had other teachers at school watching my after school students in case I was late. They got my car to me at 4:20. They were unable to calibrate my windshield, so they told me I would have to come back. I made an appointment for June 2nd, a month later, when I would be out of school. As I was driving back to school that day, I noticed they had not transferred by inspection sticker. I called immediately, and after being on hold for 45 minutes, I was told that there was nothing she could do about it because the place had closed. She suggested I drive back and check the dumpster for my windshield!!!! The good news is that my experience when I went back was great. The young man who calibrated my windshield was fast and efficient, and also discovered that they had not replaced my windshield wipers the first time. He found the new ones my insurance paid for, and put them on my car. 15 minutes, and I was out of there. Key takeaways: 1) If you have a newer model car, they will need to order your windshield and do it at the shop. They will not tell you this, so make sure you make your appointment to allow time for your new windshield to come in. 2) The call center is not helpful. Ask to be connected to the actual location. Everyone at the location was super nice and tried to be helpful. 3) Make sure they replace your wipers and inspection sticker before you leave. Will I use this company again? If they change the way they operate and become more efficient in the way they schedule... maybe. Otherwise, NO WAY. I don't care how catchy their jingle is.

While driving from Miami to Philadelphia, something hit my windshield resulting in a star-like crack that continually spread from about four inches to 16-17 inches in a matter of hours. This occurred on a Sunday afternoon and I was able to get an appointment at a shop in Virginia Monday afternoon. I was extremely impressed by how fast I was fit in, which allowed us to continue our trip home to Pennsylvania without significant delay. However, I was frustrated by and continue to suffer a headache with the where the technician reattached my dash camera to . He clearly didn’t make note of where it was placed on my original windshield and didn’t bother to ask me, even though I was waiting onsite for my vehicle (I didn’t just drop it off). The technician placed my dash camera way too far to the left of my rear view mirror, that it’s right in my field of view and extremely distracting. He also didn’t leave enough room for me to remove the camera from the bracket. My dash camera was originally (and intentionally) installed right behind my rear view mirror, completely out of my field of view and with enough room to freely slide it out of the bracket if I need to remove it. Im now struggling to figure out how to get the dash camera off the windshield without damaging the newly replaced windshield as I can’t continually drive with where it’s placed as it’s in the way (the dash camera is secured with very strong adhesive). If only the technician had taken 2 minutes to come to the waiting area and ask me about the placement of the dash camera, I wouldn’t be experiencing this issue and resulting headache. Ironically, other technicians came out to talk to their customers and while I don’t know the topics of their conversations, I must assume that the fact that there was some level of communication, proved beneficial to the customers. I wish I had received the same courtesy, as I’d be in a far better situation right now if I did.

Typing this as I sit on hold with customer service for the 4th time in two days with no resolution. It is impossible to get anyone from that store on the line. Even customer service has been unsuccessful with reaching anyone at this location. I had an appointment Monday at 8:30AM. I was there early, they took my car back early, only for the technician to call me back after he had removed the side sealing for my windshield to say that my windshield had been glued down and that the clips that were on the seals were broken and I would need new ones. The technician even told me he looked in the system and saw that they had just replaced my windshield like a year ago and that he was the technician but that the glue that was used, they don't even have this glue. What is any of this even supposed to mean to me? I have not been anywhere else where someone has had to mess with my windshield. He said they would call my insurance to see if they would cover my two new side seals that would need to be ordered and that they would call me back to reschedule. That was Monday morning. It is now 4:03pm on Thursday and I have yet to hear from them. Yesterday I started calling customer service to no avail. They have been unsuccessful reaching them and after being on hold today for 40 Mins they come back and say the shop will call me tomorrow. This is absolutely ridiculous. Here are pictures of how they left my car. ***UPDATE****** 5/17/24 After all of this listed above someone called me the next day Friday (5/10) to say they talked to my insurance company and ordered the parts and would reach out to me by Monday with an update. Monday there was no call. Tuesday-Thursday there was no call. Here it is a week later Friday (5/17) and STILL nothing. I tried calling the number back and still got the same run around as before. At this point I called my insurance company to have me scheduled with another company for the repair because this is absolutely ridiculous. I have used safelite in the past, the same store to be exact, the technician even confirmed that but whoever is running it now it is a mess and if you can respond to people's comments on here then surely you can actually communicate with your clients. I would recommend them to no one and can tell by the other comments within the last year that many others have had similar experiences.