Safelite AutoGlass

It took a very long time to get my windshield replaced. The initial order was delayed, then when it came in and we went to install it, we noticed it was damaged and it took two reschedules to get it completed because of delays in shipping. Both technicians who visited were very friendly. The first one, Harold was very professional, contacted me to update his status, and ensured me that he would be at the next installation. That didn't happen because of delays in shipping. I was disappointed that I didn't get a BMW windshield. My original had the logo for "BMW Connected Drive" on it, which the replacement doesn't have. The replacement seems to be doing well. I haven't run it through a car wash yet. There were small areas of residue (glue?) on the windshield that I can't really get off. I'm pretty fastidious about my car, so this bothers me more than it would your typical customer. There was also a reminder for oil change sticker that didn't make it from my old windshield to the new.

here's the facts. Needed front windshield replaced. First appointment 1/9. Today is 4/2. 84 days. Job incomplete with no plan to complete. Many changes, visits to shop on Williamson Rd., more than 10 calls totaling more than an hour dealing with that stupid computer aided phone system that wastes my time when it hangs up on me after trying unsuccessfully to speak to a human, 2nd glass in place with no clue when my job will be finished. Parts needed from Acura (side molding 73162-TL2-305ZD and 73162-TL2-305ZM -NH789M Forged Silver Metallic). First Safelite tech damaged 1) original replacement windshield, 2) both side moldings, # above 3) 04635-TL4-G01ZZ - passenger/right aperture panel which requires either replacement or paintless dent removal, 4) the chemical used that caused damage to 1st glass is still present - which leaves a streak directly in driver's sight. 5) I've replaced wipers (they need to be cleaned or replaced because they're affected by chemical). Tech damaged Aperture panel and both side moldings around windshield by prying off/ breaking and denting. Then used epoxy/cement to re-attach side moldings, leaving the chemical on the glass causing streaking in driver's sightline and damaging wipers. I was better with a 3 foot crack in the glass. Look at the photos of how this job was completed. It's times like this which demonstrate what a company / employee / manager is . This mess can be cleaned up quickly, or not. I want to know who your boss is and how I reach them. What has been done so far is unsatisfactory and being ignored is unacceptable

Very friendly and professional technicians. After my first appointment being rescheduled due to the windshield getting broken when installing, job was completed the second time. The windshield leaks due to it not being sealed. Glass was all in my car and outside. I may have had to pay for extra to have it cleaned. I plan to look at the website the find out. It is a old car thats just used for work. Just because the car isn't new it doesn't mean the job should be sloppy and unfinished. I should have went with another company and just paid the extra for the more expensive company. It's not worth saving $100 to use Safelite go with someone else. I've used 4 other Safelite locations in 3 different states and never had issues. It may just be this location.

Let me tell you about John from Safelight Glass—this man is a wizard, a legend, a glass-fixing guru who probably has panes for brains (get it?). I drove to work with a cracked windshield that looked like a spider web after a caffeine binge, and John just nodded like, *"I got you, fam."* Not only did he fix my glass so flawlessly that it’s now shinier than my future, but he also did it while cracking jokes. At one point, I swear he whispered sweet nothings to my windshield, and honestly? It worked. That glass hasn’t looked this loved since it left the factory. 10/10 service, 12/10 personality, and if I could give more stars, I would—but the glass ceiling (ha!) only allows five. Thanks, John. You’re the transparent MVP we all need. 🚗💨

I’m sure they’re going to come back out and do the job correctly (no choice really because I’d be on them until they do) but was disappointed in my first experience with Safelite. Technician assured they’d have the glass installed in 45 minutes, said ok. Went to grab food, came back and they let me know the glass cracked upon the final step of installation. Soonest they could replace it was 5 days out. This meant that my family of 4 had to rely on 1 car for half the week when the plan was to get the new windshield installed before the week started. Not sure if the technician was rushing, but just unprofessional either way. No discounts or refund offered because of insurance, I just get screwed on their behalf. Why would you come with only 1 replacement glass? Are accidents by technicians not taken into consideration? 2 windshields on site at least just to be safe? Something might go wrong with an under trained technician? If not they need to re-evaluate how they do things, there’s a reason they’re the lowest rated in Roanoke. I’m going to let them fix it because they owe me, but never doing business with them again for any window replacement needs. Was told it was 5 days because the glue had to dry. Y’all don’t have the tools to clean up wet glue from a mistake? Would’ve got 5 stars if my glass was replaced same day. Being told I had to wait until they were ready without any discount or refund was the stinger. Don’t care if insurance is involved, something needs to be offered for the inconvenience and headache.

⭐ 1 star Congratulations, Safelite — you managed to charge me extra for a service you failed to deliver on time, cost me $720 in lost wages, AND ghosted me when I asked for an explanation. I paid $265.09 upfront in May for a windshield replacement. The first appointment? Canceled on-site because you brought the wrong glass. The second? Canceled the day before, with zero follow-up. After three missed workdays, endless waiting, and two traffic tickets thanks to a windshield you couldn’t seem to replace, the work was finally completed on July 3 — over a month after I paid in full. And then you quietly slipped in a mystery $98 charge on the final bill — a charge that was never quoted, discussed, or authorized. I emailed your customer service team on July 3 to dispute this. I’ve received no response whatsoever to my complaint — but I have received multiple requests asking me to complete a review. So here I am, once again following through on my end… while you do what, exactly? Let me be clear: none of these issues were the fault of the technicians who completed the repair. They were professional and did their job. The problem is your disorganized scheduling, nonexistent communication, and shady billing practices. I’m not paying that $98. Period. If the charge isn’t removed, I’ll be filing with the Better Business Bureau, disputing it with my credit card provider, and pursuing legal action for the time, money, and citations your delays caused. You had one job — and after weeks of errors, cancellations, and silence, you still managed to bill me for your own incompetence. Impressive. But not in a good way.