Safelite AutoGlass

I received notifications prepping me for my scheduled service all the way up to the morning of my appointment. I arrived only to be told that they didn't actually have the glass yet. The woman in charge stayed hidden in the office and told the techs what to say to me. They couldn't even offer any idea of when to reschedule. My appointment had been set for over a week! Where was the communication? I was missing work to accommodate their availability. The least they could have done was have someone in charge explain to me exactly what happened. Needless to say, I had my insurance switch both my vehicles to another provider who was able to secure the glass I needed within an hour 🤦🏾‍♀️. Customer service is truly a lost art at this location.

Justin was absolutely fantastic in getting my vehicle repaired with the new glass! Even better was his Gracious attitude in handling this situation with professionalism, courtesy, empathy, compassion, and timeliness! The job was done by the time I was originally supposed to have dropped the car off, given I dropped it off first thing in the morning at 8:30 AM. I received a call from Justin at approximately 9:45 AM, letting me know that the car was done and ready to be picked up. Justin and his team greeted me with such positivity, I can’t tell you the last time I was treated the way I like to be treated and had the job done to my satisfaction in a time Under The original time that was quoted. What a breath of fresh air, seeing someone take Service So seriously, While Completelytreating customers with the utmost of respect!! I won’t hesitate to recommend Safelite in West Hartford, Connecticut at 226 South St.,to anyone that I know or is looking for Glass replacement for An automobile. Brian Peterson

DONT GO TO THIS LOCATION! It’s a waste of time! I made an appointment weeks prior. The woman over the phone assured me I’d be out in time to pick up my son from preschool. On the day of my appointment, I rushed to drive almost a hour to get there after dropping my son off at preschool and stayed busy close by so they could do the work (because of the long drive). They called me at the time my car was supposed to be done to tell me they hadn’t even started the work on my car yet and it would be an additional three hours. I had to pick up my son, so I came back and picked up my car. When I did, the woman at the desk told me I should really plan on leaving my car all day after telling me over the phone, when I made the appointment, that it would be ready in two to three hours after dropping it off. Someone had also been in my car and moved it even though they didn’t even do any work. Then I had to rush almost an hour to pick up my son in time. I wasted my whole day, accomplished nothing and still have to drive around with a cracked windshield with my two kids in the car, not to mention I’m 4 months pregnant. I will NEVER go back to a place that does business so poorly and has such horrible customer service. UPDATE!: If you want good service and a job well done, go to Plymouth Glass & Mirror in Thomaston, CT. After this horrible experience at safelite I called Plymouth and they were able to come to me the very next day to do the repair. One person came to replace the windshield and another to recalibrate my car. They were very accommodating, time efficient and personable. They also worked around my schedule making sure I was able to pick up my son in time. I do not work for Plymouth but will now be a customer for life. Save yourself time and a headache, don’t go to safelite! Go to Plymouth Glass and Mirror instead!

Safelite made the replacement of my cracked & chipped windshield a very positive experience. They took charge of my insurance claim via a "pass-through" arrangement with my insurance company. Providing the necessary information to Safelite so they could order the correct replacement window was done online. When a question arose, it was extremely easy to contact a human being to get it answered rather than trying to "chat" with a machine. Getting the windshield replacement scheduled was also easy, and when a problem arose that required re-scheduling, it was handled quickly and efficiently. Safelite kept me well updated on the status of my claim and the installation process. The technician who did the replacement arrived on time, was neatly dressed, spoke clearly and knowledgeably, performed his work quickly and efficiently, was polite, courteous and patiently answered my questions. When finished, he notified me that he was done and had me look over the installation in-case I had any questions. I am thoroughly please with the entire experience from soup to nuts. Peter Del Mastro

Absolutely would not recommend this place, or Safelite at all. Did a windshield replacement and they ended up damaging my car, then denying having caused the damage, claiming rocks caused the damage (2 other shops confirmed it was impossible to be rock damage). I had pictures when I dropped the car off, and they didn’t even have pre-inspection photos of an area literally 2 inches from where they insert the glass, and claim it’s not an area they work. Then they have the nerve to question why it took 2 weeks to notice the damage, on a weekend car I drive maybe once every 1-2 weeks. They have their own internal biased investigation department that of course is going to deny everything because it’s in its own best interest to do so. Imagine having gashes on the edge of your hood facing the windshield, and being told it was caused by a rock. On top of it having paint protection film that was sliced through, which is literally designed to protect your car from rocks. Funny how they say a rock caused 2 slices, yet my bumper which is also covered in the film and takes rocks all the time has NO damage remotely close to this…how strange. And the only excuse the shop could come up with is “it’s not us because if we did the damage it would’ve been much more catastrophic” that’s like saying “I didn’t scratch your car door because if I did the whole door would be destroyed”. In what world does that logic stand? Logically or legally? They offered touch up paint as a courtesy gesture, but it doesn’t even come close to the cost of removing and replacing the paint protection film, on top of correcting the paint. Only positive I’ll say is the manager was polite and professional. Avoid this location, and Safelite all together. I’d rather pay a company double out of pocket than to ever use Safelite again. No friends or family will ever be using them either.

Got our windshield replaced almost 4 weeks ago. When we picked it up, we reported that there was a scratch. We were asked "is it something you can live with?" What? No way. It's a brand new windshield and we were informed of their warranty so obviously we want their error corrected. Absolutely unprofessional offer. We've been waiting this entire time for the replacement and to be contacted for an appt. When calling about a week ago for an update we were told it can take 2 weeks after ordering it to arrive. We have a feeling it was never re-ordered in the first place because when we called the larger customer service, they had no record of it. Now we are trapped in limbo hoping for an honest resolution at some point. It's absolutely impossible to get a hold of someone at this specific location. When you call the number you get a list of options and when you ask to speak to customer service, you are routed a bunch of times in various directions. Then when you can talk to a live person, it's the larger customer service. It took me over 10 min just to get someone to redirect my call to this actual location. I don't want to chat with someone online. I want to talk to the person directly.