Safelite AutoGlass

Safelite had some nice players but they got out. BMW hits walk off home run and takes home the W. "Safelite Repair, Safelite Replace” a jingle so universally known, that when I was traveling in Japan, watching all sorts of commercials, many changed for the Japanese market, the Safelite one had the same exact jingle (just in Japanese). A jingle almost as famous as “Take me out to the ball game." And when I needed to repair my car windshield, I thought of Safelite immediately, and not my local car dealer. But like in baseball - 3 Strikes and You’re Out. I went onto Safelite’s website and their online guide walked me through the type of damage and the make/model of my vehicle. The guide said they could repair it; and lucky for me there was one last appointment in 10 minutes at 4:30p that I could just get to in time before the official start of the weekend. And I did get there just in time but the very nice associate behind the desk informed me that the windshield could not be fixed, it had to be replaced. That’s what I had first thought based on the size of the damage but I trusted the website. He indicated that this wasn’t the first time that has happened and wasn’t sure why the website was configured that way. Strike 1. That weekend, I had to dive around with the damaged windshield. I then booked a new appointment with Safelite closer to where I was going to be during the week for work. The process seemed easy enough again. After I dropped the car off though, I was called and told that there were two possible windshield types for my model, so there may be a delay if they picked the wrong one. While it was disappointing and somewhat concerning that they couldn’t tell ahead of time – both before I went there, and again before I left there, I can understand this sometimes happens in the manufacturing process. Heck, sometimes it even happens at the movies – where two versions of the same movie play, at different places, and they don’t tell you that ahead of time! They call later and tell me they did order the wrong one and now need to order the right one which will be about 3 business days. I think it would have been better if they ordered both options from their warehouse and returned the one to the warehouse that didn’t work to save me time, but that didn’t happen. Also, in the process they damaged the windshield worse so now I really didn’t feel safe driving the car. 3 Days later and no word from Safelite. I didn’t see any appointment online, so I re-booked. It was only then I noticed that I did receive a text message with a sooner appointment but that didn’t hit the website dashboard online that I was checking. I called to try to get it back but the best they could do for me was to get me in one day earlier. That was nice, but… Strike 2. I went back to Safelite a third time, dropped the car off, and shortly thereafter I received another call – they ordered the non-OEM windshield when my insurance covers the OEM windshield and I had said this was a requirement in the online quote system due to the custom features of my vehicle. The mechanic said most insurance companies don’t cover the name brand version (which I can believe, but my insurance does) and while he was very helpful to try to resolve, that’s Srtike 3. I picked up my car, went online to BMW, booked an appointment online for the next day as the correct windshield was in stock. Got the usual great customer service from Pat and the team at BMW of Greenwich. They offered me a loaner car for the day if I wanted to wait a couple days for the next available appointment – which I accepted (Safelite did not offer a loaner– I don’t even think they have the option). I ended up paying BMW out of pocket but I was a) reimbursed the full amount from my insurance, b) got my OEM part c) was quick and easy d) received a loaner car – all for the same “price” as Safelite. HOME RUN.NegativeResponsiveness, Quality, Value

Damaged a bumper of my car while fixing the glass - scratched it and tore the edge out of it's place. They won't claim responsibility for it. I called out the damage immediately after I saw the car. They told me the damage was there before I turned the car in and suggested we go inside and take a look at the pictures they took before the service. I agreed, but then they wouldn't show me the pictures and said quality control manager will call me to discuss this, which means they know it's their fault. Two weeks and many emails and phone calls later they still wont admit it's their fault. Awful, awful service!NegativeProfessionalism

Horrible service!!!!!! I spoke with someone from the call center to order my passenger side front window for my Range Rover . I was sent s quote through email and was told that all my car details was entered and when I’m ready I can make the appt online. After speaking with my husband I decided to schedule the appt online to have my car serviced at the Stamford, ct location. I arrived at 12:20pm for my 12:30 appt dropped my car off and left , I was told I would get a call when my car is ready . Around 2pm I get a call informed that they couldn’t service may car because they wrong window was ordered and that I would have to make another appt, I was frustrated because I took time off of work for this appt I made 1 wk ago for the wrong window to be ordered . I did t even get an apology the customer service sucked , for such a big company I did not expect the service to suck and not only that but I expected them to have know the type of window I needed and depended on them to have the correct one , being this is their job to know, that my Range Rover window can not fit a aftermarket window and it has to be ordered from the company . After I was informed about the wrong window I informed them that I will be picking my car up. When I arrived to pick my car up the guy at the desk did not even look at me my keys was left on the counter so I just grabbed them and left . After being highly frustrated I decided to call and speak with the manager , I voiced me frustration and the manager “chris” seem to not even care that I took off of work for this appt to have the wrong window to be ordered , I didn’t even get an apology and the fact that I had to call to speak to someone for them to explain themselves shows just what type of customer service they have . The manager informed me that the only thing they can do is order me a new window and for me to come back AGAIN to have my window repaired . They didn’t even offer me a discount or anything !!!!! After I informed him I do not have a lot of flexibility due to my work schedule he offered to send the car service to me , after I informed him I did not have the extra $34 dollars for the car service her informed me he would wave the fee , I agreed if he waved the fee I would continue my services with them, Chris the manager informed me He would order the window and call me back to inform me when the window will arrive , now this happened on Tuesday , it is now Saturday and I have not received any call regarding my window from them. I can’t believe they made. Mistake and on top of it didn’t even give me a call back!!!!! Worst customer service ever !!!! How are you going to be such a huge company with the worst customer service ? I would never recommend anyone to them!!!

WORST SERVICE POSSIBLE!!! If I could give them negative starts I would. This goes for the entire company, including their call center. I was told that because of the windshield that I have, I’d need the work done at the shop in order to calibrate the cameras and sensors. Due to my work obligations, taking time out of my schedule is difficult. That said, I needed to get this and decided to set up an appointment to come in. It took the woman at the call center 40 minutes to set up the appointment. Ive had previous work done with another Safelite shop, and have not had any issues with either making the appointment or getting the service done. The appointment date was a week away, but I knew that it had to run smoothly. Rescheduling wouldn’t be an option so I wanted to touch base with the shop to make sure that they had the right windshield and everything was in place. The guy from the shop said that he had my cars VIN number and would contact the dealer to make sure that they’d have the right windshield. This was a little less than a week prior to my appointment date. At that point I felt at ease and confident that everything would go smoothly. I called the night before the appointment to confirm the time. The woman at the call center said she couldn’t locate my appointment, which was most likely due to a “part missing.” This was in the evening and the shop was closed for the day. I called the next day, the day of the appointment, and whoever answered the phone said that there is no record of anything and he’ll have to contact the dealer for the windshield. I anticipated possible problems and due to my lack of flexibility have been following up for a week trying to make sure that things run smoothly. This is the definition of incompetence. I will not have any contact of do any business with this location again. I urge anyone reading to go to a different location avoid the unnecessary stress.

Oscar was first class without a doubt. He was prompt with his arrival and when the rain tried to wash us out, his quick thinking got us into the garage to complete the service. He took care to preserve my attachments to the window and gave really easy instructions for the after-install-care procedures. It already sucks to have to replace an entire windshield but if it had to happen, I’m grateful to have had Oscar take care of it. There seems to always be discounts for Safelite from 25-80 bucks off depending on the service and promotion. The replacement warranty provided due to installation issues is great. To be clear if the windshield cracks after install it’s considered a new service needed versus if it’s a stress point fracture due to something that went wrong during the install, to my understanding. I couldn’t give enough praise for the comfortable, professional, and friendly atmosphere Oscar handled my installation with and couldn’t recommend these guys more!

Chris and the team at Stamford Safelite did a great job working through the challenges they encountered replacing the passenger side window that was broken on our car in NYC. The team quickly installed the replacement glass only to find that it was not locking into place. The Safelite team then worked directly with BMW to determine that BMW changed the replacement glass design which also required a new window mechanism for the window to be installed. This was not something that Chris and his team had encountered in the past 30 years but they never gave up and did what it took to make the proper repair. I truly appreciated their approach and dedication to solve the problem and make it right. I will be sure to share this great experience with family and friends. Thanks again Chris and Team. Well done.!!

Caught a rock in our windshield on the drive up to CT from FL. Luckily wasn't a crack but just a shot. We were concerned as it was in the area of our front facing radar and driver assist systems. Made an appt to have it looked at when on Sat when we got to CT. Got to CT a little earlier and just stopped by to try to get an idea if we needed to do a patch or replace the windshield. The guys at Safelite were great. They came out and quickly assessed that we didn't need to replace the windshield and that a patch would work. They recommended a place right across the street for lunch (which was great) and in about an hour and a half our windshield was repaired and we were on our way. Kudos to Angel the tech who did the actual repair for a really good job. You can't even tell that it was repaired.

Installer messed up my windshield. Had leaking about 1 month later. They fixed it. But had to go out of my way to fix it, and now my car has water stains from their mistake. The guys who fixed it were awesome, were apologetic, and fixed the situation the best they could. My issue is with corporate Called corporate, they said they would pay for a detail to fix my car. But never heard back from them. It's a shame too, bc I work in the insurance field and used to refer a ton of business to them. But, I would never send one of my customers to them now. It's not the issue of them making the mistake, it's how corporate neglected to contact me to make this right.

I wish I could give a better rating. Windshield replaced…within one week the driver side molding flew off somewhere on I-95. Safelite replaced it. One month later….the other molding flies off. They replaced it. Really inconvenient to have to take time during my work day twice to drive down to Stamford to have it fixed. Also, a problem with Safelite is, you CANNOT get in touch with the local offices. You will get transferred, disconnected, put on hold, transferred to the wrong department, transferred to an AI assistant. It’s just really frustrating. Thankfully Iris at the Stamford shop was very helpful, but overall I don’t have a lot of faith in Safelite.

Absolute worst experience. Dropped of car for windshield replacement. Took 30 dollar uber home because it would take 2.5 hours to do and I was told i had to be done in the shop. They called me an hour later telling me they didn’t have the parts needed to start the job. Another 30 dollar uber back to pick up my car. Plus a day of missed pay from work. Lady at desk barely apologized and said “I don’t know. It was on the the order list and then we took it off. You can come back tomorrow” will never give this location my business again. Super unprofessional.ServicesAuto windshield replacement