Safelite AutoGlass

Response to Owner in regards to one star rating. I do not think you can improve this situation unless you let go of whoever manages the shop and the receptionist who were on shift Tuesday, May 13, 2025. I dropped off my vehicle that morning to get the back glass replaced and after three hours, I received a phone call stating that they had the incorrect glass and the receptionist was sorry that they would not be able to work on my car that day at all and that I should come get it. Following up with there was NOTHING she could do in that situation. I returned to the location to pick up my car and after hearing the same explanation of they brought the incorrect part and they don’t know why, I asked, “Could they follow up with another appointment? Schedule one for the next day perhaps?” And of course they stated no there was nothing they could do, that they messed up and I should be on my way. The receptionist got the shop manager, who said he was confused they had brought the wrong part and he was sorry.. and that NO shop in the area could help me then or soon. I asked again. “Could you schedule me an appointment so that the work order would go in and send the correct part?” They still could not schedule me another appointment and when they sorted it out, they’ll would try to give me a call at an undisclosed time. Finally, I left. On the drive home, I called the Safelite auto contact number and spoke to a service representative who explained that that was a silly situation and that the receptionist should’ve just scheduled a new service order. Much like they were doing for me on the phone call I had made. The service person on the corporate side sent tech the very next day to my home with the correct glass. So in short, this location refused to help a customer they had wronged that day.

I truly am done with Safelight. They were the only ones that I could schedule a Xmas eve install for my daughter’s new windshield as a surprise Xmas present. It’s the only reason I scheduled with them after my last two horrible experiences. One being with this Waterbury location and the other with a West Haven location. Everything was going fine, they called to confirm day prior, but I didn’t receive a message day of until 2 hours after my initial time block which was 8-12pm. I specifically picked that time block so I could go to work after 1pm. Tech tells me I was his second stop and should arrive by 1045-1115. Cool, he could arrive and I could pay him and be on my way even if he wasn’t finished, and with it being Xmas eve, give him a nice tip on top of it. That was the plan. 1210pm, no call no show. I called them back asked them if they were still coming. The old school excuse, “I got a flat tire” and I won’t arrive until after 1pm. Stated he would call the manager and have them reschedule. No thanks, I’ll schedule with a nice mom and pop store from now on. I truly hate how these franchised stores hire incompetent people that don’t care about customers time. As a business owner myself, the customer is top priority and their satisfaction is at the top of the list. I also do time blocks, and if I run over on a job and I know an hour prior that I will not make that time block, I will call that customer and give them an update, an honest update. 99 percent of the time, they are ok with it. Never lie to the customer or take advantage them. They will never call you back. Good bye safelight, if there was an option for 0 stars I would’ve clicked that, this experience combined with my last two is why they are getting a negative review.

Unethical and negligent company. They replaced my brand new ford explorer windshield with OEM glass improperly as water got in to the passenger side when it rained a week later, causing interior damage. I took it for a warranty appointment where they ran a hose over it for 10 minutes and said there is no water getting in from the windshield and suggested I take it elsewhere. I took it to ford to diagnose the issue and they confirmed it’s coming from improper installation of the windshield, charging me $680 just for the diagnosis alone and quoting me over $4500 to fix the damage. I call Safelite many times and customer service kept putting me on hold for 35 minutes at a time then promising me that a district manager or a store manager will reach out to me that day, with no one ever reaching out. They want no accountability and I’m taking it there for another warranty appointment tomorrow and if they don’t reimburse me for the out of pocket money I spent so far and resolved the issues, fix the windshield, fix the damage it caused, I will file a lawsuit. This is unethical negligence on their part and no one should be robbed like this. They need to pay for the damage they did and resolve this issue. They need to be held accountable for this mis-treatment. No company should be allowed to operate like this, robbing people and causing them great damage, cost, headache, negligence and very poor customer service. This is the worst customer experience I have ever experienced. I don’t normally write reviews but I hope this helps others to avoid the hassle that I’m going through, and the large expenses with nothing fixed yet.

Great experience. Had my windshield replaced through Travelers Insurance. Windshield replacement was scheduled for the next day between 1-6PM with Safelite Auto Glass. I was really impressed with SafeLites communication process. Immediately received a text message confirming the scheduled windshield replacement. The next day, Aaron from Safelite called me first thing in the morning to let me know I was 7th on his list of of clients, so that he would arrive closer to 4:30/5PM. I really appreciate Aaron taking the time to narrow down the ETA so I could make the most of my day. Aaron checked in again mid day to give me a more precise time. He anrrived on time in a company vehicle with Safelite clearly marked on the side of the vehicle (verses a contractor in an unmarked van). Aaron was very polite and professional. He took time to answer my questions and finished the job in under an hour. He was very respectful of the property and didn’t leave behind any scraps or debris from the job. The windshield and workmanship look great. No visible glue or scratches. I don’t know much about windshields as far as the quality of the glass or windshield itself. Outside noticing that in the lower left corner is says “Made in USA”. Something I can appreciate. Overall it was a great experience doing business with Travelers and Safelite Auto Glass.

4.5 stars on the remove and replace of the rear windshield. 4.0 stars on Safelite since a recording answers their company phone number and says bookings for service can only be made online before it disconnects. If you have questions before hiring there's no way to ask except to go online and use their live chat. Still, customers get a twenty dollar coupon when booking and the website has the option to save initial inquiries and estimates. They resend a new twenty dollar coupon every day for a few days since the code must expire. The national TV ad shows Safelite coming to your house or wherever you are and replacing the glass on the spot. True, but this costs an extra $39.99. Otherwise, there is the option to drive to the nearest Safelite location. Doable if it's only a crack or chip in the glass. Not so much if it's shattered, glass is everywhere and the nearest facility is 45 minutes away. Important note: this is why car insurance should not only cover liability. For not much more money a month, damage to one's own vehicle will include glass replacement and probably the $39.99 fee would not apply. The service was great. Knowledgeable, friendly and fast. Waited a couple of days - my choice - drove in the rain and fog, defroster cleared quickly, the radio worked just fine and there were no leaks!

Really terrible experience setting up the appointment, everything was online without ability to call and add details about the service I required. They gave me an appointment time where they would come to me and then they never showed up and never contacted me at all to say they were not going to come. Never gave me an email a text a phone call, no excuse and no explanation. I waited 5 hours on a Saturday. The time slot was automatically offered by online scheduling system. Then I had to contact Safelite the next Monday. I was then informed that I would have to go to the shop and have a two to three hour wait for my car to be finished. I made the appointment, reserved the time in my day, went into the shop and was told that they did not have the glass I required. They thought they did have it in stock. So I had to make an appointment for another time to come in in order for them to get the right glass for my vehicle. That would have been almost two full weeks from the time I originally made my request. I never had a problem with my insurance that was the smoothest part of this whole debacle.

After a few snafu's, over-the-top customer service earned a 4-star rating. First problem was scheduling. We scheduled an appointment five days in advance, then were notified very last minute that the windshield our car needed had NOT in-fact been ordered, and that we would need to reschedule. Frustrating. Then we rescheduled and dropped the car off at the designated time, making sure the part was on site. We were told it would be ready by 4-5 pm, but alas, a technician had a family emergency and they got backed up. They had not even begun work on the car when we arrived at 5 pm, another huger frustration (a simple phone call would have been good, considering it's a 35 minute drive each way). Despite all this, Adam went above and beyond to make it right, ultimately offering to personally deliver our car all the way home for us after finishing the job at 7:30 pm. The car just arrived with nice new glass, and I want to thank Adam and team for going above and beyond to help the customer. We also hope the best for the technician who had an emergency. Hope all is OK!

If you want your car ending up looking like this, then go there...damaged the entire cowling, broke all of the retaining rivets, and didnt even bother trying to replace them. Gave the car back to me and said you're good to go. And this is on a 22 crosstrek sport with less than 3k miles on it. They wont respect your property. Didnt even mention that they had to break them off, which you dont, there are tools made for those rivets. Just hope it doesnt happen to someone else. Edit: The winshield isnt even close to center either, and they mustve removed the old windshield with a box cutter because they dug through the paint and into the metal frame of the car.NegativeProfessionalism

I Brought in my vehicle to get front windshield replaced they did some damage to remove the old one out. I gave them plenty of time to do it correctly. Scratched the bottom windshield molding, broke the plastic clip on the lane assist cover. They used glue to try to keep it together and scratched the clear coat. The first time I had gone here they replace the passenger door window left the glass in the door and told me it would fall out? I ended up taking the panel off and getting all the glass out myself. People don't take pride in what they do anymore it seems and what they did to my vehicle is proof. They damaged my vehicle cause it's not there's nor do they care.

Had a chip repaired in my windshield. I even got a same-day appointment! The manager came right out and said the chip could be repaired. I cannot believe how amazing the repair came out! You can't even see that there was a chip there! The waiting room was large and clean and they offered coffee, water and snacks with coloring books and crayons for the kids! The receptionist was very friendly and very nice to talk to. Their handicap accessible bathroom is one of the best I've ever seen! There was plenty of room to move around with a wheelchair and the sink, mirror, grab bar, soap and hand dryer were all easily reached. One may need help with opening the door.