Safelite AutoGlass

Safelite in Naperville. Aug 12th 2024 12PM appointment. I’ve had (3) cars serviced there in the past years. This is the last time I will use this place as the service and work are not up to my standards. Work was completed on time taking 1.5 hrs after vehicle drop off. Only time will tell if the installed glass will hold up. Here are the problems that bothered me – and anyone else who cares about their vehicle. My dash was covered in black soot – rubber pieces. The A pillars were dirty with black marks. Both passenger and driver door sills were stepped on completely dirty (don’t they have step stools??). All that I can almost live with and I will clean it myself – and I did. When a customer brings in a car for service and it looks pristine – washed and interior extremely clean, the customer would want the car returned in the same manner. So these little things I can clean up and just grumble to get past. The real problem is when I turned on my wipers – after about 15min away from Safelite. The wipers went halfway up and then slammed – slammed back down. I said maybe its just confused – so I tried it again. Same thing. Pulled over and called Naperville Safelite using the Google Maps number. It went to a call center where a ‘Mike’ answered and asked for all my information. I said I need to be connected to Safelite in Naperville. He needed all my info. After providing it, he asked what I needed. Mike then put me on hold for a few min while he contacted Naperville Safelite. After a bit, he tells me he cant get anyone, but he sent them an email. He then asked if I needed anything else… ekkk….. I get to the shop and the manager (appears to be the manager) takes all of my info again… Asked when the car was serviced… I tell him I just picked it up 30min ago. Car keys are given to a shop tech (the person who worked on it has gone home I guess). Shop tech says the wipers must have activated and the tech installed them in the wrong position. He removes the wipers and adjusts. I tell him the wipers are still not correct – as they are sticking UP past my windshield vantage point. I explain that in the wiper OFF position, one cannot see the wipers while sitting on the drivers side - when the wipersare in the ‘parked’ position. I explain that the wipers move down lower after being turned OFF. Manager says they are installed correctly. I say no. Manager says they cant get any lower. I says yes, they can. And they do. Manager says take it to the dealer and see what they say. (Really… take it to the dealer?} Take it to the dealer must be one of the automatic responses that Safelite is trained to spew – as I’ve heard it said before. Manager says the install was done correctly. I’m thinking well if it was – I wouldn’t be here trying to get it fixed! Manager was combative throughout the conversation. His 1st words coming out was “what seems to be the problem” - with the facial expression of not wanting to help. Summary: My wipers were not functioning correctly after the glass install. Dash, pillars, and door sills were dirty. Manager was not customer orientated. It took a lot of hold back and not argue deeper. Nothing would have been resolved anyway, so would have been an exercise of increased blood pressure. I took my car to my Audi mechanic. He agrees the wipers sit too high and should be below the hood. The high placement will more than likely have additional wind noise. They will be adjusted. Safelite – don’t bother with the cliché response of contacting you for resolution. But rest assured I will be back if my windshield start leaking. Lifetime warranty, they claim. Safelite Naperville – thumbs down.

Terrible Experience – Avoid This Company! I have dealt with this company three times in the past two years for windshield replacement, and each experience has been a disaster. They constantly schedule and then cancel appointments without proper notice. When they do show up, they often claim they can’t perform certain tasks and send you to their shop—something they should know in advance. To make matters worse, they told me I had to go to the dealership for recalibration instead of handling it themselves. This most recent experience has been the worst. My insurance company was on the phone with Safelite when they approved and scheduled my appointment. On the day of service, I called to confirm, only to be told they had no record of my appointment or insurance approval—even though I was on the call when it was scheduled. After rescheduling for five days later, they simply never showed up and didn’t even notify me. I had to call them, only to be given excuses. When I finally spoke with a manager, he was defensive, rude, and blamed my insurance company instead of taking any responsibility. He even claimed I had spoken with them two days ago when it had actually been six—just more misinformation and poor communication. It has now been 23 days since I started this process, and I still don’t have a windshield replacement—only frustration and wasted time. This is the worst-run company I’ve ever dealt with. If you need windshield repair or replacement, take your business elsewhere unless you want to be dragged around with zero accountability.

I’m updating this review to 4 stars. I finally got a response to this review from Safelite and received the credit. I am not changing this to five stars because I still think it’s ridiculous that I was never allowed to speak to the shop and that no one fr customer service ever called me back. I was very disappointed with the follow up, or lack thereof after my windshield was replaced. The service was fine. However, when I picked up my car, I was told that they were out of the rain repel and I would a $44.99 credit. The credit was never put through. I called the two local numbers given for the shop and the automated system would not put me through to the shop but instead to customer service. Since it was a Saturday the customer service was closed. I left a detailed message and as of Tuesday, I have still not received a response. I also completed the survey that Safelite sent me and I again explained what happened. Again, no response. I have had several windshields replaced by Safelite and was always satisfied. However this complete lack of response when I did have a problem is unacceptable. The money is not the primary issue-now it has become a matter of principle and their lack of concern.

I had a rock get kicked up at my windshield while on the highway which left a chip that eventually spidered out. I was easily able to make an appointment online to go to one of there locations. I was able to make the appointment for the next day. I had the last appointment for the day (4pm and they close at 5pm) so I thought for sure I was going to have to leave my car there just because of the amount time it takes to replace and recalibrate the safety features (I have 2024 Chevy trailblazer). I arrived early because I finished up what I was doing earlier than expected and I was in the area. I did not expect to be taken early but was which was super nice. I was called about an hour or so later and was able to come get the car and was back on the road earlier than expected. The whole process was easy from start to finish. The receptionist at the Naperville location was incredible nice and really efficient. I would definitely recons this place and will go back there if ever needed.

I would not recommend this shop. They broke my Outer and inner A-pillar trim, then used glue to try and cover it up. I found this out after my windshield was replaced because it disconnected and started flapping on the highway less than a week after the repair. The inner A-pillar trim also covers my side impact airbag which was also glued to the vehicle as they tried to cover up items they broke. If I were in an accident and didn’t notice this, could have prevented the airbag from deploying. They also didn’t use the proper windshield wiper puller and scratched my cowl badly trying to get the wipers off the vehicle. the windshield is also off-center and sits high in the top passenger side as too much adhesive was used in this area. After numerous calls to the store manager, a visit, a warranty appointment—-I’m still left with damaged parts, no partial refund, or even a call back. When mistakes are made, someone needs to take accountability. They will not!

My first and last experience with Safelite was disappointing. I chose them based on their commercials and reputation, but encountered several issues. The website didn't clearly state if the glass was in stock, and when I tried to book an appointment, my promo code disappeared from my cart. The technician informed me that I only paid for one wiper blade, even though the promotion included free ones. Upon bringing my car in for the appointment, I was called later that day with the news that the wrong glass had been ordered, and I needed to come back the following week for the correct part. However, when the new week arrived, I was told that the glass was out of stock, and Safelite couldn't help me. The manager I spoke with was rude and didn't explore other options for me. I was left wondering if I was expected to arrive at 8 am on a Monday and leave my car, only to return later with no communication from Safelite. There is a definite lack of professionalism here.

I ordered my windshield to be replaced through my insurance (Travelers Insurance). They have a partnership with Safelite. I scheduled an appointment. Safelite person came out. Through a multi-hour appointment, the Safelite person damage by car's mirror, dash mounted camera, and radar dector. They also damaged my cars plastic cover that attaches to the windshield. The person doing the work was EXTREMELY untrained, impatient, and incapable. I complained to the Safelite manager. They delayed responding for weeks. They told me they have ordered replacement parts and will come out to fix the issue. They never did. I texted them every week. Always the same excuse that they are waiting for replacement parts. I gave up. I will probably have to spend $1,000-$2,000 to fix this issue myself. Incapable service. Do not use.NegativeResponsiveness, Quality, Professionalism, Value

The only good thing about my experience was the ease of scheduling an appointment. Every day I then received several texts and emails reminding me of the appointment and what to do to prepare. Dropped off my car 15 minutes early and took an Uber back to my office. An hour later I got a call letting me know that they didn't have the correct windshield for my car. WHAT?? After a week of getting confirmation texts and emails and they didn't have the right windshield? I had given them my model, make, and VIN when I made the appointment. Maybe they could have checked their inventory before I dropped off my car. They didn't even apologize for the inconvenience!! I should have asked them for $30 to pay for my Ubers.

This is a bit of a long story. Cracked my windshield on my 2024 Jeep Grand Cherokee L. State Farm insurance approved a generic replacement but when the tech came out he told me it has to be an OEM because of the cameras and the callebration problems with my vehicle. State Farm refused to cover the OEM. I was resigned to pay $468 for my new windshield. When I arrived at the Ogden Naperville store Lucas greeted me and read the file and told me he would give State Farm a call and try to get them to cover because there was no other option. Bottom line is he went way above and beyond - got it covered and installed - saved me $368. And it was done early and looks and works great! This is a GREAT store!

Not sure about the other Safelite locations but this one is horrible. Long story short, went with this place because our insurance recommended them they replaced our window with a scuffed window, didn’t place wipers back on correctly, broke a clamp on our hood, messed up a rubber window guard, and now after waiting a week to get a car wash as they instructed still had a leak coming through window speaker (see picture). How can a place that specializes in window repair not know how to do what they get paid for? If you’re thinking about getting work done here, run the other way because they don’t know what they’re doing. My one year old could do a better job. I’m not about to keep giving this location chances.