Safelite AutoGlass

PEOPLE!!!! READ THE REVIEWS!! THIS COMPANY DOES NOT CARE ABOUT CUSTOMER SERVICE, THE MANAGERS ARE RIDICULOUS AND THE DISTRICT MANAGER AS WELL. STOP GIVING THEM BUSINESS!!! Had my windshield replaced in my 2024 vehicle on June 26 in my driveway. I received a photo of the tech that was coming, named Brandon. Someone completely different than the photo showed up to work on it, my son and I checked to see if it was the same person. However, when he would call me to update me, he claimed he was Brandon. So, do not let that ease your mind that you receive a picture of who is coming, because that is a generic pic they send everyone I am sure and apparently they use the name Brandon for everyone. Before he began working, I received a pre-inspection and pre-authorization email from Safelite, showing no damage marked on my car at all, which is accurate. The second he was finished I went out to inspect the car and immediately noticed a dent on my hood, very close to the windshield. I called customer service to report it within 10 minutes of "Brandon" leaving. I was told not to worry, that Safelite has a warranty on the workmanship which includes any damage in the process of repairing the vehicle. I was told to bring it my the local shop on Monday for someone to inspect the damage. When I arrived at the shop on Monday, another tech, who I see on my receipt, is also named Brandon (?) came out to look at the dent. He took a photo pointing to it and also a video. He said he would go speak to the manager. He came back out and said that the manager was not there, but he would show him. He said they would need to look at the pre-inspection report the tech filled out at the time of the appointment. I asked if he thought there would be any problems, He said, "I've been replacing windshields for over 20 years, and that is not where the damage would normally occur". This is very insulting to me to insinuate that the damage was old and I was attempting to blame them. I realized they are not going to admit fault. Before I left the office, I warned another female customer who was waiting for her car to inspect it when they were finished with it because they damaged mine and did not want to accept responsibility. I called the customer care number to report it with them, and was told they would email both the local manager and district manager and someone would be in touch with me within 24-28 hours. This was Monday. Today, Thursday, I called customer care back and they tried to call the office to speak with the manager and they can not get anyone to answer the phone either. I was told that the tech should take pictures of every part of the vehicle before starting the job, but do you think they will show me those pictures? At this point, I do not expect to receive a call or email from either manager and will probably need to take them to small claims court in order to be reimbursed for the damage. I hope this review saves someone else the trouble that I am going through. I CAN'T WAIT FOR THE GENERIC RESPONSE TO THIS REVIEW FROM THE MANAGER!! 😂

My appt was scheduled for 7AM however the store was not open at that time. The doors open at 8. Upon waiting an hour and watching the front desk lady open the door at 8:02, I explained that my appointment was at 7 but I know the store does not open until 8. I explained that I tried calling the day before and that morning at 7 to confirm but no one answered. She stated that they still accept appointments at 7 and therefore lost my appointment time. I asked her how I was supposed to be seen at 7 when the door was locked and she shrugged her shoulders. She stated that she would try to fit me in, and she did. We discussed my total prior to me dropping off and she put my card on file and stated I would be updated throughout the day in regard to the status of vehicle. I asked for a receipt, and she stated I would "get it later". I was updated when my vehicle began to be worked on and then received an online invoice for what I would be charged for, and the amount was around $300 more than what I was told, and it stated that I had authorized (I did not). I immediately tried calling the store again (twice) and got no answer, was routed to the call center who then tried contacting them twice and they also got no response so I had to get a ride up there to ask about the payment discrepancy in which she could not tell me why I received an invoice with that amount and stated that the technicians sometimes "do their own thing" in the back. After discussing, she was then able to go in and change back to the original price and I had to beg for a receipt, so I had it in writing in case I needed to dispute the prior incorrect invoice charge. Upon receiving my vehicle back, my windshield was making loud popping sounds as I was driving. I was immediately alarmed and turned around back to the shop. My technician Brandon test drove the vehicle with me and while it was popping loudly in front of both of us, he suggested that the noise was coming from my vehicle in which I disagreed as I have a newer vehicle, and no popping sounds was coming from my vehicle previously. I also noticed that there was no tape on the vehicle as the aftercare instructions stated there would be and the tape would have to be left on for 2 hours prior to taking off after the appointment however, upon pickup there was no tape on my vehicle. Brandon explained that they do not have to leave the tape on and that it would be "fine" regardless. I was worried for the next 2 days as the popping sounds continued but eventually stopped. I believe that my windshield may not have been fully set at the time of the pickup or was potentially placed on incorrectly. The customer service here is awful and there are sketchy things going on. For what I went through, I would much rather go through a dealership or somewhere else as opposed to dealing with this. I hope this review is beneficial as I believe people deserve a glimpse of what they could potentially have to go through.

Unprofessional, lack of costumer care, and lack of quality control. Worst costumer service expirience in Pooler, GA SAFELITE. 1 - My vehicle's windshield was cracked while driving in Interstate 95. Insurance company sent me to SAFELITE, Pooler GA. 2 - Installation of "replacement" windshield was poor. The windshield did not sat well, and started to produce it leaks inside the vehicle. 3 - Upon reporting it to the warranty the sent a technician to my spouse's work. Arrived 3h late. The leak test consisted of dumping a water bottle over it. Then the Tech, said he needed a hose, so we went to my house. He "couldn't replicate" the leak. As such SAFELITE refused to do anything about it. 4 - Called my insurance and was instructed to bring the vehicle back to the Pooler GA location, (35 minute drive), for them to say "we couldn't replicate the leak," and it was nothing they could do. Even after I showed the pictures of the leak and the water inside and walked the gentleman at the front desk who upon observing the vehicle stated "this windshield is not set right." This includes the fact that none of the corners had seals. 5 - Driving from Atlanta, back to Hinesville GA, I caught heavy rain, at which point water started to leak inside with a full drip. Called the insurance sent the videos and pictures and they put the order for an Original Ford windshield. 6 - SAFELITE called for the appointment, which they couldn't fulfill after arriving due to the windshield being damaged on arrival. 7 - At this point I've lost 4 days due to their incompetence. On the final attempt, I emphasize my need for transportation, but SAFELITE refused for an approval of a rental vehicle through the insurance. I had to pay out of pocket for the rental vehicle to take my spouse to Radiotherapy, take the children to camp, and go to work. Situations which their management team was fully aware of, and left on the costumer service notes. 8 - This ordeal took a total of 4 1/2 weeks. Upon installing the second windshield, my vehicle got damaged, chipped paint and dents on the roof. 9 - The second windshield had a another small leak on the driver's side corner. Sick of SAFELITE incompetence took it to a coalition center and paid out of pocket the leak repairs. By this point I care less for their "Installation warranty." The amount of money I had to cover because of their unprofessional performance and negligence is without a doubt unacceptable, unacceptable, and speak poorly of the entire location, technician quality, and management. I added the pictures for reference.

All I can say is good luck. The Pooler location is absolutely mismanaged and or incompetent. I made an appointment for Saturday July 5th from 12-5. At 0830 I get a call from the tech who asked me to cancel because it might rain later. I thought it was strange because it’s Savannah, it might rain any day. I was hesitant to cancel without waiting until my appointment time to see, the tech then says 5 seconds later that he tried to drive to my home but the road was blocked by an entrance gate. I don’t have a gate anywhere on the way to my home and couldn’t understand why he would come so early without calling and then never even arrive at my door. It all seemed too shady to me, seemed like someone didn’t want to work on a Saturday. So I canceled and called safelite back to make another appointment with a different tech. We set the appointment and about a week later I take the day off from work, the tech arrives only to find out that he brought the wrong windshield. He was very nice and promised to fix the issue with his manager. The manger calls and verified my VIN, then said he ordered the correct windshield. I get a text asking me to confirm my upcoming appointment so I do. The text says the appointment is confirmed and see you soon. Take another day off from work for the next appointment and low and behold no one shows up. I call the national safelite number and they can’t find my appointment or a reason why I received a text confirming my appointment. Hesitantly I booked one last appointment with them, they can’t mess it up 4 times in a row right?! Wrong. So I take another day off from work and guess what? Tech shows up and first thing I ask him is if he has the right windshield… nope, same windshield, same problem. Save your time, sanity and hard earned money. This place is useless.

Terrible Experience with Safelite: Scheduled for drop off service a week in advance. We booked online for a front windshield replacement due to a crack and a back window replacement due to a shattered panel. We have a 2019 Ram 1500 with a power sliding back window. After booking I called customer service to ensure they would be able to accommodate our requests and would have the glass in stock for our replacement scheduled 6/3. The front window was exact replacement but we requested to replace the power sliding back window with a flat panel. The gentleman in customer service confirmed we could do this and confirmed they had the tinted flat panel in stock for the services. My husband dropped out vehicle off before work at 4 AM via the keybox which we confirmed would be an option. When he arrived back in the afternoon around 4 PM our vehicle had not been touched. When we scheduled originally, the rep confirmed the vehicle would be done around 4-5 (EOB). We did not receive a single call to inform us that they had not made it to our vehicle. They told my husband he could wait around for 4 hours (until 8) or come back and pick it up tomorrow. We both work and live in Midway so this was not an option. We were working on coordinating for me to come pick up the vehicle this evening when the front desk associate informed my husband that they cannot replace our back window with a flat panel. They have to replace the power slider with another power slider. I very clearly explained our request to the CSR prior to scheduling and he said nothing of the sort. We are very displeased with these services and would not recommend Safelite to anyone looking for good customer service or clear communication.

Fingers crossed on this the 2nd (3rd??) time around. Couple months back windshield cracked and went through Safelite via Progressive. Appointment set, received call tech was on the way then soon after received message that oops we didn't order enough glass for your vehicle type and that piece we did have was promised to someone else so my replacement happened days later. TBH the tech did a great job though and while annoyed, i was happy at with the end result. Maybe a month later a freaking rock chips my new windshield so I tried setting up a chip repair; appointments were like 2 weeks out and in that time the chip grew to a foot long crack. Tech never showed up for appointment and when I followed up they said my phone was going direct to voicemail so they moved on to next appointment. Couldn't have done anything anyway I guess since it was at replacement required levels but still annoying. After like 2 months the starburst chip has grown to to a 4' long crack so I finally set up another replacement appointment online and paid. Come appointment time, no calls. I investigate and Safelite support says appointment was cancelled and refunded, the chat person isn't sure why, gives me the local shop number. Local shop number is an AI that can't comprehend what I need when I tell it exactly what I need in the same words it's using for options. Online scheduling won't follow through as it just spins on the last page. Ultimately had to use Progressive as a liaison to set up another appointment, fingers crossed it happens without a hitch this time around.

I made an appointment at Pooler Safelite this morning for 9:30am to have a technician look at a chip on the front windshield. After waiting for an hour and 1/2, I finally went to the front desk to find out how much longer it would take for someone to look at the windshield. The woman working the front desk said she would have someone examine the windshield immediately. A few minutes later she called me up and said my windshield was fine and needed no work in spite of the quarter sized chip with spider cracks extending out from the chip. I didn't realize the technicians at Safelite were telepathic and could diagnose and make recommendations without even looking at the windshield. It turns out that the Safelite technicians are neither telepathic or competent. In spite of waiting almost two hours ,no one from Safelite actually ever even looked at my car. I know this because I was sitting in the front of the store and no one actually ever went out to look at the car. I left and called a local expert with over 20 years experience and he came to my home that same day and completed the repair of the car windshield . If you need repair or replacement of a windshield and you live in the Savannah area, I highly recommend you avoid the Pooler location at all cost, unless you don't mind terrible customer service and highly questionable service assessments.

READER KNOW THIS IS THE SHORT VERSION You've know the ad... and it's jingle starting with Safelite Repair, Safelite Replace! Next time you hear it understand it to be... Safelite BEWARE Safelite REGRET! Undoubtedly, the worst purchasing experience here in Pooler GA I have never experienced in my 60 years of life such gross, outright irresponsibleness when offering auto services and performance to the paying customer. Pure UNADULTERATED thievery! I make an appointment, my order is promised a week later...date rolls around... appointment is then pushed out 5 days more. I get a boat load of apologies. I must have spent a total of 10 hours of calls and emails. I'm finally given a promise of arrival after I make a second payment! This time I'm given an appointment time with the technicians name and phone #. In the meantime I received several emails indicating I'm paid and full, No cost to you! No charge! Nice doing business with you! Thanks for choosing Safelite! An hour out from appointment time I call to check on technician! It's the technician! The phone # is Correct! He tells me there is no such appointment! "Maybe it was there but it was deleted! This happened on the last day of the work week! I'm left with No Replacement! No Repair! Anyone considering Safelite... BEWARE!

Unfortunately I had a very bad experience with Safelite, or rather no experience at all. I scheduled online to get a windshield replaced and was given a price, which was very fair. They set me up for a very inconvenient 5 hour window for the technician to show up, so I sat home and waited all afternoon. He didn't show up, call, email, or anything. I called the company the next morning and they said they had no idea what happened or why he didn't show up, and offered me a slight discount and set me up for the next week with another 5 hour window. They confirmed they had the materials in stock and loaded on the delivery vehicle. On the day of the next appointment, I randomly get an email that my appointment is automatically rescheduled for a week later, again with no call. I call the Pooler store again and they say that it was rescheduled because they didn't have materials. I can not recommend using Safelite at all. Their communication is nonexistent and their technicians do not show up. I will instead drive to Savannah and have my windshield replaced at Auto Glass Now, although it is over $100 more expensive.

I have never had that bad of an experience at any kind of service center in my life!!! (and I'm 61 years old!) - The service 'manager' guy was VERY rude (I could use other words to describe him, but I'll keep it clean!!!) - They broke a part on my vehicle that led to coolant spraying out under pressure. I had a $450 tow bill & a $341.35 repair bill at my repair shop!!!! The guy acted like the part that was within inches of where the technician was working, just decided to break randomly at that very moment! It was under pressure and wasn't spraying everywhere when I drove to the shop location, or when they pulled it into the shop work area! NEVER HAVE I BEEN SO BADLY TREATED!! There is literally NO way that the broken part was broken before the service because it would have been spraying coolant everywhere while they pulled it into the shop!! I'm not an idiot & the guy was treating me like some kind of child. He had ZERO concern for simple customer service!! What a jerk & that is before I had to spend $791.35 to have my truck towed & fix what THEY broke on my vehicle!!!!!!