Safelite AutoGlass

I had to replace a cracked windshield for my 17 year old daughter which required me to bring her vehicle to the AC Skinner location. Installer proceeded to break the rain sensor during installation, but failed to tell anyone and simply returned our car to us. Shortly thereafter, I notice there were 2 different error messages in the car so I schedule an appointment with Volkswagen as the car is 2022 and still under warranty. That's how I found out the rain sensor was not connected or not operational and was causing the error messages. For the 3rd time, I not had to drop off my car and Uber home from Safelite and VW. The 3rd trip, Safelite advised the part had to be ordered so I Ubered over to pick up my car with the same issue still unresolved. Next, Safelite sends out a mobile repair guy who was very courteous, but when he fixed/replaced the rain sensor, the warning lights remained. He tried several times to fix, but could not and said he would speak with the manager to arrange a time for me to bring it back into Safelite to recalibrate. After leaving, I received a text from the super polite technician that his manager suggests we just take it back to VW at this point to be evaluated. I requested a call from said manager as this is just inconvenient and unacceptable. As of the time I am posting this, I have not had a call back from the manager, but will update my review assuming he honors my request for a conversation. Update: On Dec 19. I have still not received a call from the manager at Safelite. There is a response below my review that it will be addressed, but nothing just yet in terms of reaching out to me. Update: On December 20 at 4:15 PM I STILL have not received a call from the manager, not ANYONE at Safelite regarding this issue. Your response states that this WILL be addressed with our team. Not sure what your timeframe is or was, but a simple phone call from a manager is not really a big ask, especially when Safelite is COMPLETELY at fault and issue is still unresolved. Update February 10, 2025. My nightmare experience with this Safelite location is almost over now...... but with very little thanks to Safelite. Ultimately, Safelite could not get the windshield back to working as it was before they installed the new windshield. The rain sensor never worked properly after the install, and Safelite had 2 additional opportunities to fix it. They ultimately gave up and said to go back to Volkswagen AGAIN and have them diagnosis the issue. On the first visit to VW, the prognosis was to remove and REPLACE that rain sensor that had been installed with a bubble. After placing several calls to the Safelite GM, Allen, He agreed to send a technician out again. That technician re-installed the same sensor that had the issue with the bubble, even though the diagnosis was to replace and install properly. At this point and after a discussion with Allen, I took the car back to VM and they replaced and installed the sensor properly, but at a cost out of my own pocket. Allen did verbally say that he would reimburse me, but never responded to my email with an invoice attached and a request for reimbursement. Once again, Allen knows I am extremely frustrated, yet has never once picked up the phone to call me. After leaving several more messages for Allen, one of the staff that answered asked if I was calling about the Powell windshield as I am guessing they have caller ID. Employee advised me that a check would be mailed in 7-10 business days. She could not confirm the amount, other than to say it matched the invoice submitted. I did submit 2 Uber receipts as some of these visits to VW and Safelite required me to leave the car overnite. My guess is that amount will not be reimbursed for the Uber as I have yet to see an ounce of concern from Safelite to my daughter's safety, or my own convenience. I will update my review once reimbursement is received by snali mail, even though I am out of pocket. No one at Safelite seems to care, nor do they have any inclination to help a VERY disgruntled customer.

Is there a zero star option? Too bad there is not. Consumer beware! If your vehicle requires recalibration, both static or dynamic, STAY AWAY! Do your Google research and find out that I’m not the only customer whose vehicle’s computer they’ve ruined. Read my email to their store manager, Allen Kaleel below. As I’m writing this review my vehicles safety systems are still not operating properly after they attempted to recalibrate twice. —————— Mr. Kaleel- Two days ago, I scheduled a mobile service appointment at my workplace for today, between 3:00 and 5:00 PM. I received both email and text confirmations stating that a technician named Jacob would perform a windshield replacement and recalibration on my vehicle. However, approximately one hour after the confirmation, I received a phone call from Jacob, informing me that recalibration could not be completed on-site and that the appointment would need to be rescheduled. This was extremely frustrating, especially considering I had just received confirmation that both services were scheduled and expected. I expressed in no uncertain terms that the work needed to be completed today, as planned. Jacob then offered an alternative: I could bring my vehicle into the shop, where the windshield would be replaced, and I could wait for a third-party technician to perform the recalibration. I agreed, and we arranged for me to be at the shop at 4:30 PM. He made it clear the recalibration could take up to two hours depending on when the third party arrived. I stated that I was willing to wait as long as necessary. At approximately 5:15 PM, Jacob informed me that the vehicle was ready and that both the windshield replacement and recalibration had been completed. This immediately raised concerns, as less than 45 minutes had passed since I arrived, contradicting the estimated timeframe. Unfortunately, my concerns were validated. On the drive home, I discovered that my vehicle’s lane departure warning and forward collision systems were not functioning. I then went into my infotainment system and found that both safety features were manually turned off. This can be validated by the VW app on my phone. Instead of doing the right thing, Safelite turned off my vehicles safety features thinking I wouldn’t notice? This confirms that the recalibration was not performed, despite being told otherwise, and someone there tried to hide their lie. Jacob lied to my face, and in doing so, he compromised not only my time but my safety. I’m glad to share all the messages I received via my VW app that supports these claims. This is unacceptable. It is clear to me now that the real reason the recalibration was avoided is that it would have required staff to remain past closing time. That decision — to cut corners and misrepresent completed work — shows a disturbing disregard for your customers and their safety. This situation is not only disappointing — it’s dangerous. I expect immediate resolution and accountability. If I am involved in an accident due to the lack of safety features that should have been functional after today’s appointment, the responsibility will lie squarely with Safelite and its representatives. Do not respond with generic apologies or empty reassurances. I expect swift action, transparent communication, and full correction of the issue — without delay tomorrow, Saturday 05/24/2025. —————— I attached photos so you readers can see the legitimacy of my review. One is of all the safety lights on my dash showing malfunctions. The others are screenshots of my VW vehicle health reports after Safelite touched my vehicle trying to recalibrate.

JAQWON WRIGHT made my Safelite experience the best! First of all, this was an incredibly awesome experience start to finish with Safelite for my girlfriend’s cracked windshield. Painless and easy. I had a service appointment for this morning and first thing at 8 AM and they were there right when they were supposed to be at her work. JAQWON called me to confirm the appointment 30 minutes before and gave me the estimated time of arrival and was there on time even though I was running a bit late to meet him. He was professional and equally knowledgeable in what he was doing. Still, it can’t be understated and possibly I would say almost more important is that he had real charisma and a passion for what he does for work. He loves his job and the ability to be out helping people. This was equally my observation as I watched him work and even to his own outloud comments to me. He takes pride in it. And so for the next hour while he worked as I observed out of curiosity to see how it was done, him and I conversed the whole time getting to know each other just a bit more. He was a pro and made it look easy. Not the first hesitation in any aspect of the removal and replacement of the windshield, completely flawless, done right on the first attempt. I have been leadership for nearly 20 years running plants generating millions of dollars a month and I can tell you the one thing that makes the difference is having people on and a part of your team like Jaqwon who believe in what they do and do it with purpose as they take pride in their work as it is a reflection of self. More to the point in being a leader, I strongly believe that He has a mindset that I think would make him an excellent candidate to be in leadership or to run a team of his own one day and I can only hope that is something he chooses to pursue. Equally, I hope Safelite sees his talent and strong work ethic to always deliver impeccable service. Without a doubt I hope that this review aids him in receiving the recognition that he so deserves from Safelite as an outstanding employee who it truly was a pleasure to meet. Best wishes to my new found friend and congratulations on your upcoming wedding as he had shared that with me. ‘Have the COURAGE to always hold your head up high… -AND- the HUMILITY to not look down on others’ Once again thank you Jaqwon for making this experience amazing and making me into a brand loyal Safelite customer for any of my future needs. -Clint Cunningham

my first time using safelite and the experience was horrible. I made an appointment for my windshield to be repaired and when the tech came out we came up with a solution to just do a full replacement so he went ahead and made an appointment for me the next day. I asked him how long the process was and he said it should only take an hour. i said awesome book the appointment. i arrive at the location 10 mins early i get check in and the tech came out shortly after. he explained to me the process then proceeded to tell me its going to take about 2 hours. i stopped him and said I was told only an hour, he said he’s not sure why someone would tell me that but it was in accurate. whatever I told him to just do it i’m there already, the two hour mark comes around and he comes out he’s like it’s done but it’s about another 15 mins for the calibration to be done i said ok cool fine. 15 mins passes i go to the window for an update. now the young lady at the window from the minute she opened the window was just nasty. she has head phones in on her phone her demeanor was rude and nasty her attitude was rude and nasty i asked her for an update she said she’ll go get one comes back and tells me it’s about another 30 mins now at this point i’ve been waiting an hour and twenty minutes. I asked her why is it another 30 mins when i was just told 20 mins ago it would be only 15 mins. I also asked why I kept getting jerked around and lied too about how long the process was going to take. it is now going on the 3 hour mark and i was told 3 different times for my car to be finished. she was like well i don’t know who you spoke with but it wasn’t me and that’s the time he gave me 30 mins. she was nasty meanwhile i’m assuming the manager was behind her and just sat there said nothing didn’t correct her on anything and just let her be rude. this location was horrible for me. the tech guys were amazing but the front desk 0/10 she needs training.

I used Safelite to repair the front windshield of my daughter’s vehicle. The quote was $549 and I wasn’t there when the work was completed. While reviewing my credit card stmt the following month I noticed the amount charged was $1,125. Obviously, I was surprised and began looking into the difference between what I was quoted vs what I was charged. That process was more than a bit challenging. About a week later I received an email back from corporate, who connected me with Allen Kaleel (local mgr) and he resolved the issue right way. Turns out the $1,125 cost is accurate but the online system does not disclose it transparently. Allen and Safelite, went above and beyond in the way they handled the situation. Outside of this hassle, the company is great to work with and their model is simple. For the record, you never sent an email letting me know about the additional cost. In addition, you knew from the beginning once you got the VIN number that the car would require the recalibration. I actually went in and edited the original review because I thought Allen did such a nice job addressing the situation and owning the problem. Then whoever wrote the below response tries to come in a sugarcoat the situation by lying and making false statements to try to cover up the mistakes. You would have been better off just owning the problem and then fixing for future customers. Sad!

The booking agent was terrific! The Technician was amazing!!!! The payment situation and Ms. Dewitt the African American youngster in the Southside location was a nightmare and extremely x 10 RUDE. I had set up a super convenient payment plan called After Pay. Apparently that arrangement never made it and was NOT in their system. Before the tech left, I got the notice it had been drawn from my account. The tech was kind but said that had nothing to do with him and should call Customer Service. Initially I spoke to a woman who directed me straight to the store on AC Skinner pkwy. The rep didn't bother explaining what I was upset about and just dropped the call to Ms. Dewitt. I explained the payment situation and she said that if there wasn't enough money in my account that it would END UP ON MY CREDIT!!!! That's it. No I apologize for the inconvenience. No I'll check on it and get back to you. If I could have snatched her through the phone I WOULD HAVE. Then I reached out to Terrell in customer service on the phone and he was EXCELLENT. But he said no managers were available to correct the issue on a Saturday. I am still waiting on a phone call to help me. I won't hold my breathe!! I will NEVER do business with them EVER!!!

Safelite was an absolute disaster from start to finish. When I arrived, I was shocked at how many employees were just sitting around doing nothing—laughing, staring at their phones, chatting with each other—while customers waited and waited. Several people, including myself, were clearly upset, yet no one stepped up to offer help, updates, or even basic courtesy. I was there for over three hours for a simple glass replacement. No communication. No urgency. Just pure disorganization and apathy from the staff. What should have been a straightforward appointment turned into an all-day ordeal. To make matters worse, they tried to charge me $75 for new wiper blades—even though mine were in perfectly good condition. If I hadn’t questioned it, I would’ve been charged for something completely unnecessary. That’s not just lazy; it’s dishonest. Safelite clearly doesn’t respect customers’ time or money. I wouldn’t recommend them to anyone. Steer clear.

Was scheduled for an 8:00 appointment to get my back windshield installed. Got a confirmation call the day before from an actual person and an email this morning at 7:00 saying they were on their way. Got a call from the tech at 8:20 saying the windshield didn't come in and I would receive a call from the manager. By 1:00 after hearing from nobody I reached out wondering why they would reach out twice confirming the appointment when the part wasn't. For some reason the people in the warehouse delivered glass and then pick it up that same night just to take it back to the warehouse with them. I now have to work my schedule around them for a second time. Hopefully the tech going to arrive on time and get the job done promptly and help save what has otherwise been a terrible experience so far.

We visited the location on AC Skinner. The online booking process was straightforward, and check-in was smooth. The staff was courteous and professional. So far, it appears that they did a good job installing the windshield. The original estimate for the repair was three hours, as they needed to recalibrate a camera on the windshield. However, the process took approximately one hour and twenty minutes, which was convenient; I trust that the work was done correctly. My only concern is the dust left inside around the dashboard and front console, likely from cutting through the adhesive to remove the windshield. It would have been helpful if the technician had used a cloth to clean up the dust afterwards. Not cool!

I never had to replace any windows before. I wasn’t sure what to expect. When I called customer service she informed me that in Florida insurance covers the windshield replacement. That was unexpected and I was delighted she informed me of that. Then on the day of my appointment I had to go to the shop due to having the camera recalibrated in the windshield. Then young man called me to ask if I could come in early due to the afternoon rain we were expecting. I got there about 40minutes before my appointment and he took my car immediately. I was in and out of there in about an hour, when I was informed that it could take about 3 hours. Absolutely impressed and pleased with everyone and the service.