Safelite AutoGlass

How many appointments does it take to change a windshield? ...Two? ...Four? ...Six?! I'm a patient guy and I've been trying for over a month and I've gotten nothing but the run-around. What a waste of time. Imagine this: 1. You show up for your first appointment, and they have the wrong windshield. A 2007 - not a 2006. Whoops, wrong one. Mistakes happen. 2. You show up for the second appointment, and the windshield they have doesn't match the tint of your existing windshield. They didn't notice the tint in trip #1. Reschedule and come back they say. 3. You show up for the third appointment, and the windshield they have won't fit your rear-view mirror because it has an electronic compass. Didn't you see the electronic compass last time? C'mon guys, this is getting lame. They say they'll call when they have the part and they are ready to go. They never call. 4. The fourth time, a Tech calls to ask if you are coming to your appointment. What appointment? You explain you never received a call back from trip #3. Besides, and wouldn't you know, it's another waste of time anyways as it's discovered the windshield they have for you was delivered scratched and broken by their warehouse. Turns out you have to wait again. What is going on here?! Thankfully, this time you get a call. They have the part. The appointment is confirmed. 5. You show up for your appointment - the fifth time - and they don't have any windshield for you at all. That's right. Yes, you have a confirmed appointment - no they don't have any windshield for you. At what point does this become absurd? Is it really that complicated? Each time you stand there as the Tech calls the main office for answers and spends 30 minutes waiting on hold before hanging up and shrugging his shoulders at you. The Techs are powerless, and their office/back end is seems incompetent and unsympathetic. No one is willing to take responsibility or even acknowledge that the customer experience they provide has been abysmal. I'm not a big review writer (or a complainer for that matter) - but Safelite Autoglass has exceeded my expectations in terms of disappointment and has certainly given me a story to tell whenever I hear the words "Safelite"or "windshield". TLDR: Safelite Autoglass Santa Ana is a colossal waste of time. They are disorganized, careless, and communicate poorly.

I've used multiple locations of Safelite for years. Had a very frustrating experience using this Santa Ana location. They no showed my 8AM to 12PM appointment, and when I called at 11:30 they argued with my about my appointment being 8AM to 1PM, saying that they are coming at 1PM. When I called at 2PM after they still haven't shown up, Elizabeth put me on hold for 20 minutes and then hung up. When I called back they said I will be receiving a call from the manager Jerry in 10 minutes. When he didn't call back in an hour I called and again was put on hold for 20 minuted and then hung up on. By now it is 3:30 and assumed they are not coming with no explanation. This is a Friday. On Monday I call around Noon and ask what happened. Jerry, the manager, says he was short staffed that day and apologized. He said they could come out by 2PM. They did not come until 3:30 at which point I tuned them away because we needed to leave at 4PM. They finally come the following day and perform the windshield replacement. They did not offer any sort of discount or apology for being late a second time or for the 60+ minutes I spent on the phone with them trying to figure out when they were going to show up. Needless to say, I won't be using them again since they obviously don't need my business. And my company gave them a lot of business. -Joe @ SoCalGas

Shop did a great job on my 2024 Hummer. They even cleaned the interior and were helpful in handling the fast rad transponder and dashcam. Safelite shop NEEDS to get a key drop box, it’s insane they don’t have this. The Safelite customer service rep, not affiliated with this shop sucks… she didn’t tell me I wasn’t getting getting a non-OEM windshield in my $158k vehicle, nor did she offer me the choice. She also lied and said dealership would charge $3500-$5000, when their quote was actually $1400. Finally they had no idea when or how the sensors needed to be recalibrated so there were multiple phone calls regarding mobile install, shop install and dealership recalibration needs.

TERRIBLE. BAD INSTALLATION. DO NOT HONOR LIFETIME WARRANTY - even when problems arise within the 30 day window. Manager cares more how he will look having a TERRIBLE installation job than the SAFETY of customers. Bad business. The manager Jesse should honestly be reprimanded for what happened in my windshield replacement. I have tried to contact upper management to no avail. I have had someone sent to my home to replace the trim that started to crack and fly off of my front windshield off while driving, which then started to noticebly lose the adhesive grip. I called & spoke with representatives 3 weeks after installation. Someone came & fixed trim. Putting new trim which then just cracked again within a month - because it's a bad job. Glass not being on right is the problem. It now has been 8 months and the glass adhesive is terribly dangerous, trim all cracked and coming off or already gone & gets worse there is now a crack from top to bottom now spanning out the sides. I finally got in on a warranty appt. Which took much longer to get in and It gets even worse. The WORST UNCARING person is manager JESSE who literally told me, "the crack supercedes the other issues," - WHAT???? THAT IS INSANE. POOR WORK. NO WARRANTY & COST MORE. IF YOU VALUE YOUR SAFETY, DO NOT GO HERE. Because i can assure you THEY DO NOT. JESSE, YOU SHOULD BE ASHAMED OF YOURSELF.

What's my Safelite story? I booked an appointment with Safelite to have my broken windshield replaced. I confirmed with them all information including the fact that I have a zero deductible insurance policy that provides for OEM parts. The Technician arrived on time and was very friendly, but that's the only thing I can say that was positive about my experience. He asked me to sign an agreement that states I would be paying a $500 deductible when the job was completed. I double checked my policy and even called my insurance company which confirmed the details of my policy. The insurance company spoke to the Technician and suggested that he call his insurance verification department to sort things out. He called, but then informed me that they would have to collect $500 and maybe I could sort things out with the insurance company for reimbursement. I informed him that I will not pay $500 and that he could pack up his windshield and leave. I also noticed that the windshield was a knock-off, definitely NOT an OEM windshield. I will not be using Safelite in the futue.

I had an exceptional experience with Safelite AutoGlass for my Honda Pilot, thanks to the outstanding service provided by technician Oswaldo. From start to finish, Oswaldo demonstrated professionalism, expertise, and a friendly demeanor that truly stood out. He arrived on time, explained the entire process in detail, and made sure I was comfortable with every step. The windshield replacement for my Honda Pilot was done quickly and flawlessly, and Oswaldo even took the time to ensure the car was clean and free of any debris afterward. His attention to detail and dedication to customer satisfaction are unmatched. If you're in need of a windshield replacement, I highly recommend Safelite AutoGlass and specifically request Oswaldo if you can. His work is top-notch, and his professionalism made the entire experience stress-free and pleasant. Thank you, Oswaldo, for going above and beyond!