Safelite AutoGlass

Safelite Auto Glass Review – Poor Execution, Especially with Safety System Recalibration I had a large crack in the windshield of my 2024 Jeep Grand Cherokee that required a full replacement—not just a repair. My insurance connected me with Safelite, their preferred vendor. I was told they could install OEM glass and handle the recalibration of the vehicle’s safety features (ADAS) on-site. That sounded easier than going to the dealership, so I booked with them. Visit #1: After waiting all day during a 7 AM–4 PM window, the technician arrived around noon. He was professional but told me he couldn’t do the job because he didn’t have the software needed to recalibrate the safety systems. He said only a few techs have that capability, and I’d have to reschedule. Visit #2: A few days later, another tech arrived with the correct glass and replaced the windshield. However, despite being told he had the right software, he couldn’t recalibrate any of the safety features. He didn’t know why it wasn’t working and told me I’d now need to go to the dealership for that part of the job. That means three separate appointments for what should’ve been one—and I’m still not done. If I’d gone straight to the dealership, it likely would’ve been resolved in a single visit. Also, I had a camera mount attached to the original windshield. The first tech said he’d remove and save it, but the second tech never returned it. Now I’ll have to replace that myself. Bottom line: Safelite might work fine for basic glass replacement, but if your vehicle has safety systems requiring recalibration, I do not recommend them. Take it to the dealership and avoid the hassle, wasted time, and headache. EDIT - Thanks for your reply, but I want to be very clear: the mount is the least of my concerns. What’s troubling is the complete lack of execution and coordination on Safelite’s part regarding the ADAS recalibration and communication around technician readiness. Here’s the bigger picture you didn’t acknowledge: I was promised a complete service, including recalibration, which was a key reason I chose Safelite over the dealership. That promise was broken—twice. The first visit wasted an entire day. As he didn't have the "right" software. The second visit still couldn’t complete the job—even after being assured that everything was in place for software and rather than not do the job he only did half of it. I now have to take additional time and go to the dealership myself to finish the job you were supposed to handle. The missing mount just adds to the narrative of sloppy execution and lack of attention to detail. This wasn’t a simple inconvenience—it was poor service that cost me time, disrupted my schedule, and forced me to do what I tried to avoid in the first place. If you’re going to offer full-service ADAS-capable windshield replacement, you need to actually be capable of delivering that. I’d like to know what Safelite is going to do to make this right. A form reply isn’t enough.

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.

PLEASE DO NOT GO TO THIS PLACE. You will waste your time, two days in a row asking for my windshield to be replaced through my insurance and did not happen. They said that my car had a code related to the steering wheel. Really? My windshield was not replaced because of that reason, after that I went to three mechanics and all agreed that the steering wheel is not associated to the windshield, went there again and they told me to reschedule for next week to 'scan my car again'! It's a waste of time! I just went to another place and the windshield was replaced. Shame on this company, if they don't want to work, close the place and we won't waste our time!

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.

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.

I had a great experience with Safelite, Estevan was kind and worked quickly, he even cleaned up with paper towels in all areas he touched which seemed very thorough. He was thorough in explaining protocol before leaving. I had mobile service and they fixed it right at my house while I was working. I scheduled directly through my insurance Progressive who has a partnership with Safelite. Scheduling was easy and clearly outlined the costs for me under my plan. They have great communication, confirmation email, texts, reminders, let me know when they started/finished. I would recommend and I will use again!PositivePunctuality, Quality, Professionalism, ValueServicesAuto windshield replacement