Safelite AutoGlass

Here’s my experience with Safelite. Absolutely unacceptable and such terrible management and work ethic. As many of you know I worked very hard last year to paint my Mustang. Spent countless hours and money doing so. It is also a 1 of 1 custom lightning blue paint. Something that cannot be replicated 100% with that being said I know scratches and rock chips are bound to happen. That’s part of the game when daily driving the Mustang. But I did not expect to receive such terrible service from @safelite this past month. Earlier this month I had requested a new windshield be put in as it was through insurance and I had personally chosen @safelite to be the ones to replace it. My family had had luck with them a few years ago so I decided to let them be the ones to do the work. The was my first mistake. Upon seeing the results, as I was not there during the installation there was urethane all of the place. Pressed on the a pillars of the car as well as the roof. Why there is any on these paint surfaces is beyond my understanding. After finding this I reached out to @safelite to let them know of the issue. They said they would fix it but when I got it to their shop they quickly told me they could not. They told me to find a body shop or detail shop that could clean up the urethane and they would cover the cost. This was not an issue as I found a local detail shop and through multiple emails reached out to @safelite to which I had and still have had no written response to anything I have told them. They did not reply to the dates I told them would work nor did they confirm until the day right before I had the appointment scheduled at the local detail shop. Yesterday 7/12 I spoke the the store manager who told they would have a tech at the detail shop to remove the windshield and then let the shop clean up the mess and then @safelite would replace with a new windshield same day one everything was done. That was not the case. Today 7/13 @safelite was over half an hour late to the detail shop and when they arrived they told me the could not and would not remove the windshield as it could break and they don’t have a new one with them to replace it with. I was beyond frustrated. 3 weeks I’m the making and you are not prepared to replace with a new windshield knowing you would have to. Even the tech confirmed they would never re use an old windshield. So why was there no new windshield when they arrived today? Beyond me. To top it all off the detail shop did exactly what was expected of them. They cleaned the urethan that was on the paint. Unfortunately it took paint of with this. This is not the detail shops fault as there should have never been urethane on the paint in the first place. I’ll have images attached to show @safelites wonderful work. I did not expect Oem quality but I will say the mom and pop shop that removed and replaced all 4 of my glasses on the vehicle during the painting process did tremendously better than @safelite did.NegativePunctuality, Quality, Professionalism, ValueServicesInstallation, Auto windshield replacement

Last Thursday, the back window of our car shattered. We have no idea how, but are guessing it was either weather related or a something bounced up from the road. I quickly got on Safelite's website to arrange repairs as our daughter was supposed to drive it back to school on Friday, ahead of the next wave of snow. The quickest availability was to a drop-off appointment Monday, so we dropped it off the night before so they could start on it first thing this morning. According to their website, the glass was in-stock at the Lexington location. We tried calling several times but could never connect with the actual Lexington store. At 4:20 we decided to go over there as they close at 5. Imagine our surprise when we pulled in and saw her car parked in the spot it was left in last night, untouched. We went inside only to be told the glass was, in fact, NOT in stock at that location, AND they allegedly called me at 8 this morning. This isn't 1996, my cell phone call log showed absolutely NO CALLS at 8 this morning. IF they had called me at 8am, I would have called other glass repair shops to see if they had the glass in stock and could repair it TODAY. I told him no one called me from Safelite at any point today, and when I called and spoke with an agent at Safelite, I was told it was "in process" and they would call me when it was ready. It was, in fact, NOT in process. This has delayed our daughter returning to school, where she needs her car because she lives off campus, thus missing her first day of classes. HORRIBLE EXPERIENCE. You can bet that I will be up tomorrow morning calling other shops to see if they have the glass in stock, unless Safelite can get it first thing tomorrow morning. 🤬🤬🤬🤬

There seems to be some problems with Safelite appointment system. They confirmed the appointment the day of and then did not show and then I found out they canceled the appointment, but I was never notified so they gave me a decent discount and rescheduled the appointment for a week later. Of course we got hit with this snow and blizzard and everything else . At the second appointment, the technician was nice clean neat respectful, but he was also a bit unorganized and they didn’t have the right glass for me. They gave me the one that did not have the defrost and it was supposed to have defrost. They also didn’t have both wiper blades for me. They only had one for some reason the order was all messed up and it seems like it’s due to their system having issues. The tech did the best he could and he did have some trouble I had to assist him a lot, snow and all, but it was OK. He was a nice guy and he was trying hard with what he had. I almost think they should send two people out when they do this, esp in winter conditions, but David from Safelite tried hard to make sure I was satisfied as did the tech Aaron. They gave me a healthy discount. It was a bit of a mess from beginning to end. But the repair works so 👍

It has been a long time since I have had an experience this terrible with any company. It has been two weeks since I had a branch break one of my windshields. Over those two weeks, I had Safelite cancel the first time less than 24 hours before my appointment because there was a delay in shipping the glass. This was after I already took a day off of work and spent a chunk of money on ridesharing apps. The second time, they made it all the way to my house before they told me they ordered the wrong piece of glass (a piece that would be virtually impossible to have been broken by a falling branch). After the roads were clear enough to drive, I got a temporary wrap at this shop and there was no attempt to clean out the glass around the window or inside the car. I cannot describe how much Safelite has disrupted every aspect of my life. I am going with another company in town (that has already been more accomodating) and hope that people read this review so they can avoid going down the same miserable road that I've been dealing with.

The tech Charlie was great! He came out at 8:10am and was done before 9am. He was knowledgeable, friendly, and seemed to be happy to be there helping. I was out of state on vacation when my windshield cracked, and I started the process then. I scheduled the appointment for when I came back home thinking it would be difficult. It wasnt at all! They filed my claim for me through my insurance, sent me information on the process before my appointment, and gave me multiple ways to contact them in case I needed to reschedule or had questions. The tech even explained that with the new windshield i would be losing one of my jeep easter eggs before he did the replacement to make sure I was informed and could request the easter egg windshield before he began working. It would have been a pain waiting on it and it was explained that it would cost extra, and I honestly didnt care that much about the little hidden sticker; however, it was lovely that he noticed it and mentioned it to me. Great work, I absolutely recommend!

Glass is fixed and I see no issue with it. (As of now). But the car wouldn’t start when we picked it up, so we had to be jumped. The “technician” said he had to jump it as well to move it. But we have NEVER had an issue with it starting. So not sure what they did. Also, and almost more importantly they lied. Unsolicited I might add. We were told they cleaned windows and vacuumed, and that is just false. It “smells” like it was vacuumed but it wasn’t. Someone turned it on in the car for a second just to say it was done, but nobody cleaned. It’s worse because not only was it a lie, but the front desk nor manager verified anything. But asked me to do this survey because this is how his people get paid and they deserve it. I assure you they don’t. This is the place our insurance recommended so we went because it was covered. But, no, I would never recommend this place to anyone.

I have had really great experiences with Safelite over the years. My most recent visit required three separate trips before a windshield was installed. This was explained as wrong windshield ordered or delivered. The windshield that was installed was for a model with different options so it works but is not optimal. Communication was a challenge as the facility had a different number as well as my personal number. This was eventually corrected during one of our visits. Working through insurance, so this next issue may have been with insurance and not Safelite: My vehicle had an original Mercedes windshield but they replaced it with an aftermarket one. I also had tint strip that was not replaced. In short, Safelite is normally great but this experience was poor.

Safelite Auto Glass is a terrific company that cares about customers tremendously. The Technician, Bill, who repaired the windshield on my daughter‘s car, did an outstanding job. Bill communicated with me throughout the entire process. He let me know the approximate time he would arrive, called me when he finished the previous appointment to let me know he was on his way and what time he would arrive at my home. When he arrived, Bill took the time to explain what needed to be done and the process in the event that the repair did not correct the problem properly. Overall, I would highly recommend Safelite for all glass repairs that anyone would need on their vehicle. They are efficient in all their work while communicating excellently with the customer.

On Saturday, 01/25/2025, Safelite technician Justin and Joseph came to my residence to replace my the broken windshield in my car. While driving the car after windshield replacement, I noticed an obvious distorted spot in the center view-area of the driver side, which greatly affected my ability to see clearly and drive safely. This distortion was very obvious to any inexperienced person. I am deeply disappointed of the company poor and failure of quality control process. Also, the technicians inexperience to spot such distortion and willingness to consciously placing defective product without saying anything to the customer. This is an inexcusable failure of quality control, professionalism, and decency.

Heat cracked my windshield (97+outside, AC inside); got an appt within 3 days. Had to drive to Lexington (they wouldn't come to me), but they happened to be open on a Sunday to offset the 4th of July coming up so it worked out. They gave me a 3-4 hour window online, but in person, they (Travis) got it done in less than 2. It may have been faster, but I was working on my laptop and stayed longer, so I'm not exactly sure how fast. But it was way faster than anticipated. Parking lot needs all those potholes filled and fix entrance to New Circle Rd! But otherwise, the windshield itself is fine that I can tell. It was smudged so I had to clean it.