Safelite AutoGlass

I've had lots of glass work done with Safelite over the years. This is the first time I've actually had to go into the shop. This is because I have a Tesla and the process takes several hours with configurations and things that need to be done. I had to ding them a little bit this time. I had 3 issues. The first is I had an appointment set for 8:00 a.m. For a specific reason. I knew this process would take several hours so I needed it back by a certain time, 3pm. They told me it would take no more than 6 hours at the very maximum. I dropped it off before my appointment time. I went home and then I got a text 2 and 1/2 hours later that they were just getting started at 10:30. By the time 3:00 came I did not get a call yet saying it was done so I just went up there because that's when I needed the car back by the latest. When I got there they were still finishing up. Took about another half hour. when They were finally done. I got in my car and started driving away, I noticed my rear view mirror was vibrating almost jittering every time I hit even a little groove or tiny bump in the road. So I turned around and brought it back. One of their technicians looked at it and had to tighten some prongs behind the mirror to fix it. Then when I was on my way home for the second time when the Sun hit my windshield I could hardly see because of white hazy swirl marks over the entire glass. Not sure how a brand new windshield gets like that. The only thing I can think of is that the guy used a old rag ... Either that or just didn't try very hard when wiping it down after they put it in. So I decided to ding them 2 stars for these these reasons. Pay better attention to details like this please! I hate dirty windshields in the first place and a brand new one for the price I paid should be spotless.

While Baton Rouge I was staying at the Marriott Hotel on Hilton Rd. I called my Insurance Company and made an appointment to get my driver side window repaired by Safelite Auto Glass. The break in was on Thursday June 8, 2023 and my repair appointment was set for Saturday June 10, 2023 between 12pm and 5pm. I had to call them at 4:45 pm, because I had not received no call. Customer Care advised me that the technician would call me shortly. The technician called me at 5:30 pm to advise me that my glass did not come in and that they would not get it until Monday or Tuesday. I told the technician I was checking out on Sunday and driving back home to Dallas. I had to call back and make a new appointment for my vehicle to be repaired on Wednesday June 14, 2023. Driving from Baton Rouge to Dallas with my glass broken out, with only plastic covering my driver side window is unacceptable. Also Safelite had the entire day to call me and they did not. Me having to call them for my appointment was not a good business practice. The last photo is from the inside on my vehicle as i road from Baton Rouge to Dallas.NegativeProfessionalism

I will never use this business again. The company website is useless and it’s nearly impossible to get ahold of an actual human being if you need to resolve a problem. There is no phone number that you can use to talk to the local store. Twice I had appointments scheduled for them to come to my house (which is a major part of their business model.) Both times no one bothered to show up. Since I had already paid for the service, I looked for a number to call to resolve the problem. The only number advertised is automated only. I finally found a corporate number on a web site called “pissed off customer.” I reached a human and he was able to make me an appointment. No one showed up. I went online and made an appointment to get it fixed at the store. I had an appointment time for 8am. When I arrived, I was told it would take 1 hour. Three hours later I’m still sitting here. If I had known at the time it would take all day, I wouldn’t have come. I have a neurological disorder that makes it difficult to sit here for hours. Pitiful business.

Safelite gets the job done but their customer service has gone down. They are my insurances “preferred” choice for windshield replacement and we have used them in the past so we went with them again. Scheduled our service through the online portal and all should have been good. They were scheduled to come out to my husbands place of employment to do the service between 8-12 am the next day. Around 9:00am we received a call that because we had a high end car they couldn’t do the service remotely and we had to bring it in and then they stated that it would take 3+hours. So waiting wouldn’t be a good idea. It was a a big deal to have to figure that out last minute and should have been disclosed when we scheduled the appointment on the portal site so arrangements could have been made. The customer service representative had a “I don’t care” attitude so that was just the cherry on the top.

What a sorry excuse for a company. If there is not a sufficient crack to fill, you can sure bet that they’ll make one just so they can bill you and your insurance for it. Whatever time they tell you it will take, double it. Disgraceful Re: What I don’t understand is that someone came to talk to me about a chip that he didn’t even look at beforehand. He didn’t even want me to come show him. I just got the vehicle from someone and I didn’t know the chip was already filled. When he realized the crack had already been filled he decided, through his own volition, to crack my windshield even more so that he could fill something and make an easy buck. But hey thats okay us customers are too stupid to understand these things right? That is the definition of predatory business practice. Your response is corporate bs and is inadequate. Be better for your customers.

Technician was 2 hours later than the arrival text stated. Then he brought the wrong windshield, so had to go back to the office and get the right one. That took another hour. My biggest issue is he did not put my inspection sticker back and did not give it to me. I didn't notice until the next morning and it took me 4 days to finally speak with someone at the local office about it, and they said "he must have forgotten to put it back on". So now I have to take off of work, and pay for an inspection sticker that wasn't due for another 6 months, just because the technician "forgot". I will never use safelite again. If you they wanted to try to make it right, they would at least pay for my new inspection sticker. I'm wondering if the technician stole the sticker for his own vehicle...

Would give 0 stars if I could. Had an appt scheduled for 8-12. By 1 PM I reached out since I hadn’t heard from anyone. Tried multiple times and couldn’t get through to the local shop - but spoke with an agent at their customer service center. They tried calling the shop & the technician directly but couldn’t reach them. I was told they would have someone from the shop call me back. I called again after I never heard anything. They still couldn’t reach the manager or the technician. (LOL) They offered to reschedule me for next week but I declined. She said that the manager was going to call me but he still hasn’t. No surprise there. Not sure how this place is still in business with all of the reviews of people saying that they don’t show up and that you can’t reach them.

My technician was awkward and unprofessional upon arrival, and he did minor damage to my windshield housing when removing my old one. My car had to be taken to a body shop to fix the damage before they could replace the windshield, and I had to wait all weekend before repairs and replacement could happen. When my car was returned to me, I found new surface scratches on my driver side that I assume were from the body shop techs, but I wouldn’t be surprised if it was the Safelite tech. At the very least, they paid for the initial repair, as well as a rental car for the duration. Overall, however, this was a big difference from the two hour service I was expecting.

At first there was an issue with my online scheduling.On 6/2/25. Technician no show! But the phone reps went above and beyond to fix the issue. I didn’t cancel or ask for a refund because I have dealt with Safelite before and it was a great experience. So I wasn’t letting a little scheduling issue stop me from receiving service. On 6/4/25. The technician came to my job and replaced my windshield. He was nice and very professional. The process did not take long at all. He was even able to save my inspection sticker and car wash barcode sticker. So another great experience with Safelite. I will always call Safelite for future issues!

I guess I can stop waiting now for the technician. Was given a 12PM-5PM ETA today 8/07. Took off work and everything so I could be available. Devan came at 3:45PM. Was outside with the car for 10 minutes until he told me he needs to do something and would be back in an hour and call me when he’s on the way. Even asked me to wait around and not leave. 5:45PM comes by and still no Devan. Of course they’re closed and spoke with customer support who tried reaching him with no answer. If you wanted to go home then just say that and not waste my time. Are yall going to pay me for the time I took off work for this?