Safelite AutoGlass

Made appointment, dropped off car as it needed calibration . Wife picked up me up . Waited 3 hours ( the agreed time) got a ride back so basically a half day at this point . When I arrived and said my name the mgr looked very sheepish and said it failed calibration , I was like and so? Fix it ! We’ll test again but we get bad windshields quite often and we’ll have to order u a factory one . They said it would take a week ? I’m lost as this happens all the time ? Why not have a backup windshield just in case ? This idea seems lost on Safelite all the way up to the VP who I contacted ! Or why not use good windshields the first time ? Or another vendor ? All these seems lost on Safelite . Upon return using a Toyota windshield it worked immediately and fixed in a hour. Safelite doesn’t care about their customers only their bottom line ! Ugh sad customer service to say the least !!!!

Windshield put in on June 20, 2022. Have returned to this establishment 3 times for unresolved issues and poor customer service. It's July 6, 2022. The box around my rearview camera wouldn't close. First time, another person tried to fix it outside in the parking lot. They ordered another covering for my car and still wouldn't close. 2nd time, brought it back and said they had to order another windshield (June 28, 2022) They ordered and placed a faulty windshield in my vehicle with bracket issues. On Thursday, June 30, 2022, it is the 3rd time I have returned for the same problem. Drive off lot and almost home when my covering around VW rear view mirror and camera fell again less than 20 minutes later. Brought it back. Said they would connect with my insurance to order new windshield. That was Thursday, June 30, 2022. They did not. Monday, July 5, 2022, called insurance again and insurance said that no one from this store contacted them. Insurance got hold of a manager, who did not work at this location, because none of them responded to the insurance company via email at this location. The manager who responded was not at this location and said they will call me yesterday afternoon. They did not. But, the gentleman who installed the first initial windshield asked me to please give him a 9 or 10 review so he can get paid. Really? Fix my windshield. Enough said.

I had an appointment this morning at 9:30AM AZT on 5/23/2025 to replace a damaged windshield on my 2015 Mercedes Sprinter 2500. I arrived about 30 minutes early because my work shift starts at 9AM. As soon as I walked in, front desk woman named Dea Tannehill first glanced at me like she was annoyed then smirked. I told her I had an appointment and arrived earlier than my schedule because my work starts at 9AM. She then started to state that there may be an issue because my windshield will require a recalibration (lane change alert sensors). I told her I had my Sprinter windshield replaced multiple times in the past with Safelite (including this Arizona Ave location) and have never had issue with it. She then started getting feisty and testy. I then asked for a manager. He came out and started to argue that since I spoke over him, so I can just leave. He also seemed to just want to argue instead of figuring out a solution. Then I said okay, I'll leave; there's no way I would have them go near my vehicle after how they treated a customer. I walked out and thought I needed to get their names. So I went back and asked her for her name and her manager's. Instead of telling me, she said "it's right there! Make sure you get the spelling right!" I was dumbfounded at the level of unprofessionalism. I told her "I probably spell better than you do and you were probably born here!" then I left. Nice customer service. Instead of calming the situation because of misinformation and unpreparedness of the glass replacement, they tell the customer to leave. Avoid this location if you can, no need to go through the hassle with such unprofessional people.

Mixed feelings about this place. While they did a great job and I don’t have any complaints about their quality of work- my main issues are as follows: Upon signing up through my insurance for a windshield replacement, they offered an “at home” replacement which would have been so convenient. However, the following day, Safelite sent an “appointment update” email stating that they could not perform the replacement because I have a Tesla and they need a “controlled environment “. Fair enough, I went ahead and agreed to the super early 8am appointment (that’s when they open). Upon arriving, while the receptionist was fairly friendly, he advised “due to the complexity of the job (given the cameras up front), it was an ‘all day drop off “. Good thing I technically didn’t need my car as I have another but still hate leaving my car anywhere for such a long period of time. In addition, I was curious as to why it took so long given I was first in line and there were approximately 4-5+ workers I could see. Admittedly, I’m aware perhaps the front facing Tesla cameras and any subsequent calibration takes longer than a regular windshield replacement, I’m still in awe that it wasn’t ready until approximately 4pm. I find it hard to believe they were working on my car for 8 hours, start to finish. Again, at the end of the day, they did a good job and people were friendly, I just don’t know why they needed to keep my car ALL DAY.

The staff came early (smart with the heat) but not on my timeline. There was one employee that replaced the windshield and one that recalibrated the system. Both missed that they cracked my rearview mirror. Now there isn’t availability to come to me for days and I have to take the time off work to bring my car to the shop. I was told they don’t preorder dealer parts and may have to schedule another appointment once a rearview mirror comes in. All the while I am driving an unsafe car without a rearview mirror for faulty work. The customer service representative’s accent was thick and hard to understand- I’m pretty sure she apologized multiple times but she did nothing to acknowledge the faulty work, the fact I’m driving an unsafe car without a rearview mirror and that it’s now my time that’s being inconvenienced. Shame because Safelite has been great in the past and now I will, and recommend you also, utilize a different company.

I've used Safelite before, and last time, I had no issues. This time, I took in my brand new Hyundai Santa Fe to get a windshield replacement. Spent $500 to get it replaced. The workers there were nice. However, Larry, the manager, has been awful to work with. They returned my car with a broken piece that holds in the windshield, shards of glass on the floor, black glue on the hood of my (white) car, and a piece of the rear view mirror was broken off. I get a mistake or two, but come on, I keep my things nice and it just felt disrespectful to return someone's property in that condition, especially when I'm paying so much for a service. I tried to get in contact with someone at the store, which was impossible, which was very frustrating in itself to not be able to talk to a live person, just automated messages. Waited until the weekend was over and called customer service after I filled out the online survey, and all they said was "sorry about that." There is no intention to make this right. I'm not happy with Safelite and will not use them again. EDIT: (replying to whoever replied to me) I did a follow-up, and you guys did nothing for me. You said I can bring it to get it "fixed." I did everything on my own because I no longer trust you guys with my car along with it being a hassle to bring my car back multiple times because of all the stuff you and this company believed to check before I picked my car up. It's the fact that my car was given back to me in disrespectful condition, and you all have done NOTHING about it except saying, "Sorry, bring it in, and we'll look at it." I don't want to bring my car back after all of this. I WILL NEVER USE SAFELITE AGAIN AND I WILL TELL ALL MY PEERS THE SAME. It's such a bummer that such a large company does nothing to make the situation better.