Safelite AutoGlass

My wife and I have auto insurance with USAA. Recently, my windshield had to be replaced because of a very large crack. USAA contacted me to set up an appointment with a company from their list of approved vendors. The one I sellected was Safelite. I could not have been more satisfied with my choice. From the moment they called to set up the appointment to the day the technician came to make the replacement, I could not have been more satisfied. The technician was exceptional. He was knowledgeable about our vehicle and handled the replacement with expert precision. I could not be more satisfied.

100% DO NOT RECOMMEND!! My experience with Safelite has been an absolute nightmare from start to finish. What should have been a simple windshield replacement has turned into a four-month-long disaster involving six separate visits, eight different technicians, and $500 wasted—all for a windshield that is STILL leaking. It began on January 24, when technician Austin replaced my cracked windshield and broke the side panel in the process. He told me he ordered clips to fix it and that someone would follow up. No one ever did. Soon after, the windshield began leaking severely, leading to flooding on my passenger-side floor, absolutely soaked and began to cause damage. On February 19, another tech came out but didn’t even bring a new windshield—he just re-installed the same one, still with no replacement part for what was broken in January. Also came to fix my windshield while it was storming… makes a lot of sense. Another appointment was scheduled, but Safelite cancelled it without informing me. I had to call and reschedule myself. Technician Kevin came out, acknowledged the leaking, and told me to make yet another appointment. On March 18, a different technician showed up. I explained my ongoing issues, and he told me he was only assigned to replace the windshield and knew nothing about the broken panel. He contacted his manager and had him call me - the manager was rude, dismissive, lacked customer service, AND admitted they had the part but hadn’t painted it yet. He said it was a "five-minute job” but couldn’t take the time to do it. Unreal. Eventually, on the sixth encounter, I left my car with them, hoping it would finally be done right. I received a call claiming the leak wasn’t the windshield, but the sunroof—a clear attempt to avoid responsibility. I asked for a video of the hose test to verify and was told they’d "try" to send one. They never did. Two days later, yet another different tech called saying my car was ready and the windshield had been replaced and side panels fixed. I asked about the video he was supposed to send —he simply said, "oh we don’t do that." (Meanwhile, back to my appointment with Kevin, he told me it absolutely was not the sunroof, and that it was the windshield. He even stated that he, too, had a BMW and the windshields can be tedious to replace on our cars. After this visit, Kevin rescheduled my appointment for March 18. He told me he has been in the industry for many years, and that I would only have to deal with him moving forward. Never heard from Kevin again. P.S. not sure if they know this, but every single one of them will tell you they are the best technician and know what they are doing. Even Austin (Technician Number One) told me this, as he assured, he would do a perfect job. He was fired like a week later.) Guess what? My windshield is STILL leaking. FOUR MONTHS LATER. Despite this disaster, not once was I offered even a partial refund or any compensation. I paid $500 for a windshield that still leaks, damaged interior, and a huge waste of time and energy. I've spoken to at least eight different people, and not a single one took proper ownership or resolved this. As someone who works in the hospitality industry, I am genuinely embarrassed for the service standard, or lack-thereof, of Safelite. This has been one of the most frustrating and unprofessional experiences I’ve ever had. I wouldn't wish this on anyone, not even my worst enemy. DO NOT USE SAFELITE IN BRUNSWICK, GA. Save your time, your money, and your sanity.

Making the appointment online was very easy. I heard from a technician the morning of my appointment that the glass had arrived with a scratch and that he couldn’t in good conscience use said glass. I then heard from the manager. She helped me reschedule for the next day. That morning I heard from another technician about the time frame she would be arriving. She also let me know when she was about to arrive. The work was done in less than two hours, and she even had to take time to grind off some rust. The whole experience was professional and efficient.

I can't speak to other's experiences with this Safelite store, but my own experience was nothing but awesome! Full disclosure - I chose to bring my car into their shop after I went out 5 weeks on their mobile schedule but no dates were available. I don't know if that means that they have no openings or they do not offer that service. I made the appointment online with a very user friendly website. Regiva greeted me at the front desk and walked me through the repair process. Leo came out to look at the windshield crack - which their system recommended could be a repair vs replacement - and then gave me the possibility that the pressure of the repair could cause the crack to increase, which could turn it into a replacement. Also, Leo told me that while permanent, the fix wouldn't eliminate some of the crack lines, but they would be fully sealed and warrantied. He and Regiva also told me that the system's recommendation to to get new front wipers isn't really needed when it's a crack repair and not full window replacement. I appreciated their honesty and time taken to walk through things so that I could make an informed decision. Within 30 minutes, Leo told me that the repair appeared to take well and was fully cured. So I was in and out after paying $240 instead of a $500 insurance deductible for window replacement (including brand new Bosch-comparable wipers), and within an hour instead of several days waiting for a new windshield. I've attached before and after photos; note that the smudges are from me putting duct tape over the crack, not from their work. Some of the crack lines are still visible, as Leo told me so I expected, but they are significantly minimized, and both the inside and outside areas are totally smooth. I am extremely pleased with my experience here. Between this great experience and their lifetime work warranty, I definitely recommend Safelite in Brunswick to anyone needing car window repairs or replacement.

SAFELITE DESTROYS! SAFELITE DESTRUCTS! Terrible customer service and work performance! On August 16,2024 I went to pick my truck up from a windshield replacement because of a surface crack. Had not heard from them all day. Arrived 15 minutes before closing and no one spoke to us until 15 minutes after closing. Technician informed my husband that a rust spot prevented the windshield installation. He failed to mention two new large holes, surrounded by cracks and partially covered by tape. The technician or the manager was unable to explain why the new holes were made prior to the decision of not replacing the windshield since the rust spot was clearly visible at drop off that morning as well as the day before. It was totally unacceptable to make the windshield unsafe and put my truck at risk for future water damage! In other words, the rust spot was the excuse used to cover up the mistake of the new holes and cracks! One phone call about the rust spot was all that was needed to prevent the destruction of our windshield. We would have gladly picked up our truck, accepted the no installation decision, and drove home with the truck condition unchanged. The entire process beginning with the appointment, was a complete disaster! A detailed report has been provided to regional management and the Customer Care Team. Warning- if you want good customer service and quality results for your windshield, find another place!

If only I could leave zero stars. This is the worst company in Brunswick I have dealt with in my 60 yrs on the planet. , they took parts off of my car and did not put them back on. I spent over ten hours waiting on them for two days even though I received a text saying they would get to me between 12pm and 5pm. The store would not answer their phone all day long today when the people from safelite 1-800 # tried to call them.. Our out of town trip for tomorrow to go see Ringo Star is ruined because they could not complete the work. They tell me Brunswick's District manager is going to call me, but I wont hold my breath because everyone from safelite I have talked to in the last two days was as dishonest as the day is long. They will say anything to get you off the phone. Trust me if you need a windshield in Brunswick go to a mom & pop because they are truly not that dependable if you are paying out of pocket instead of using Insurance.

I had to have two separate appointments. Both lasting over 3 hours each. Second apt the technician did not bring my car back until 30 mins after my scheduled appointment. Another customer came in complaining about their after market windshield they had received. The manager said it’s all the same. “Glass is glass. “ Do not let them lie to you. I drove around for 2 weeks with an after market windshield. It is NOT the same. The OEM windshield looks and performs way better. Tech tried to tell me I needed new wipers. I kindly declined. He continued to go on. I declined AGAIN. Then later during my appointment he reiterated my wipers needing to be replaced. Again I declined. Then he starts talking to the manger about how his sales percentages are up due to upselling wipers and his sales spiel. Just beware of the pushy sales.

I placed an order for a glass replacement on March 18th and was scheduled for an appointment on March 20th. Tech called me the day of the appointment and told me the wrong glass was ordered. Cool. 😎 Things happen. However, I was told a manager would follow up with me within a day or two to reschedule. Crickets 🤐 So, I called customer service and was told yet again someone would call within a few days. More crickets. 🤐 After a week or so, I finally talked with the manager and he told me it would be two weeks before they could come out. Finally, the tech came out today and he came with the wrong glass. 🫠 No follow up date or appointment. Just a “my bad”. That’s not great customer service especially being I’ve waited weeks for the repair and it still hasn’t happened.

Firstly , I have scheduled a total of 5 windshield appointments to rectify my windshield problem. At first, it was just the windshield replacement. Air was being heard in the car so I had to make another appointment to come out and see it. They said the problem was a plastic piece the guy broke. They ordered it and took over a month to get here. Next appointment it was time to install the plastic piece (installed and still didn’t fix the air, the guy said it was the windshield) now, I had an appointment for today and guess what? Windshield was broken. Have to reschedule. Every appointment so far has been me taking off work. This is ridiculous. Over one windshield.

Worst customer service I’ve ever experienced. Having setting up a 9:30 appointment on line I dropped off my truck at 9:15. After not hearing a word all day I showed up at 4:45. Was told they could not replace my glass due to Safetite policy of a bit of rust on the top of truck. Went to look at my truck and having brought it in with a single crack it now had a hole in the windshield punched by a hammer that they covered with tape. They told me I was lucky to still have any windshield left and handed me my keys. Never Safelite will you ever work on another of my vehicles or any of the company I am associated with. Public beware!