Safelite AutoGlass

First of all, there is a big disconnect between their customer service and their shops. Secondly, this is the second time I’ve had a windshield replaced with Safelite and both replacements had issues that sent me back to the shop. With this current visit, my windshield wipers were not put back together correctly and the gasket/trim piece around the windshield completely came off the car the day after the windshield replacement. When I called first thing Monday morning, I was told they needed to order the part and made an appointment for me to return on Wednesday. When I returned no one had ordered the part and no one knew what was going on. Such a waste of time since the place is a little less than 30 minutes from my house. They also told me at the shop that this repair could also be done at home. I am extremely frustrated that the customer service did not tell me that I could have this repair done at home and did not tell the shop to order the part. I called customer service this morning and expressed my deep dissatisfaction and frustration. They basically did nothing. He said he sent an email to the shop manager and the shop manager would get back to me. There is no one to take any responsibility nor is there anyone to tell you that a part hasn’t been ordered and to not waste your time and gas driving there.

I visited Safelite in Niantic on May 1st, 2025, for a windshield replacement. While the service itself was fine and the employees I interacted with were polite and professional, the condition of the waiting area was extremely disappointing. When I arrived, there was no employee at the front desk—you have to ring a bell to be helped. What really stood out was the poor cleanliness of the facility. The floors and carpets in the waiting room were filthy, and the coffee tables hadn’t been wiped down in what looked like quite some time. The restroom was also unclean, and even worse, there was a large ant nest visible on the floor near the entryway. It gave the impression that routine cleaning and maintenance are being seriously neglected. While I appreciate the professionalism of the staff and the quality of the glass replacement itself, the condition of the customer area made for a very uncomfortable experience. I hope management addresses these issues soon, as they take away from an otherwise solid service.

I was in the waiting area at your Niantic shop and would like to comment on a situation. A man was so abusive verbally with the manager, I believe her name is Charisse, well he was ranting about having to come back, at no fault of anyone at the Niantic shop. A windshield that was ordered unfortunately had a defect that was again not the shops fault , it came with a damage and he was yelling , your manager was so amazing first she calmed him down, very impressive, then he agreed to have another one delivered he apologized for acting up. Charisse handled professionally and with grace. Compliments to your manager.ServicesAuto windshield repairPrice assessmentReasonable price

I wasn’t able to get my windshield replaced during my scheduled appointment due to the rarity and complexity of my car, which could have easily turned into a frustrating experience. However, working with Aaron completely changed that. He went above and beyond to explore every possible solution, showing genuine care and determination to help—even when the situation was ultimately out of our control. What stood out the most was Aaron’s kindness and professionalism throughout the entire process. Thanks to his outstanding service and attention to detail, what could have been a negative encounter ended up feeling surprisingly positive. His level of customer care is rare and truly appreciated. Safelite is lucky to have him on the team. I will be rescheduling my appointment sometime in the future.

Niantic, CT - excited to have made an online appt after work to get my windshield fixed. Showed up, doors locked. Safelite hub called the branch manager and got me in contact… “there weren’t any appointments scheduled until yours, I can’t just pay people to be there if there is no work”, “it’s hard nowadays”. Hard nowadays? To find someone who stays at their job for the whole day? You’re right, it really is hard nowadays.

They tried to charge us double the price we were quoted online. When we showed them the quote they claimed it didn't include labor, when we showed them it says parts and labor included they tried to make another excuse. It took going back and forth with them several times to get them to honor the original price. Once we left we found out that they double charged our card anyway. We are now going through the dispute process with our credit card company. The whole experience felt like one big scam, avoid this place at all costs.