Safelite AutoGlass

After 3 attempts to schedule an appointment the glass is still cracked, they ordered the wrong glass, and now my car has a whistle. They were always polite but the overall service was a mess and I had to call them when they were supposed to be calling/updating me but did not. Appointment 1: The day before, they call me to let me know the new windshield had been broken while being transported from the warehouse to their location. Appointment is rescheduled to next week. Appointment 2: 2.5 hours before the appointment they call to tell me the glass has arrived broken again. They will now order two sets of glass and let me know as soon as it arrives. Appointment 3: After 4 days of not hearing anything I gave them a call in the evening and they told me the glass arrived the previous day and they were planning on calling me. They schedule me to come up and get the glass installed. Next day they call me to let me know the person who calibrates sensors wont be in today but is coming tomorrow. I can drop it off today and they will replace the glass, calibrate tomorrow. I drive up and drop it off. Well 4 hours and 35 minutes later they call me and let me know they ordered the wrong glass (the ones they ordered have a different electrical connector) and the manager will call me first thing next morning to talk about my options. The next morning after they have been open for 1 hour and 40 minutes I call them to ask what's going on. The manager states they will try to see if they can de-pin the connectors and swap the connector from my original glass onto the new incorrect glass. They will call me at 1PM with an update. Well at 1:24PM I call them to see what's going on and they let me know they cannot swap connectors and I can come pick it up while they try to order the correct glass. When I pick it up and drive home with my original cracked glass I notice there is now a whistling noise. I would not recommend this location for windshield replacement.

My original appointment, which was confirmed by 3 text messages and an email, was for 3:30pm on Saturday. I showed up and was told that everyone already left for the day and that my appointment was actually for 11am Monday which I can’t do because of my work schedule so they were able to schedule me for 3:30pm. I got a call at 1:47pm asking me to hurry to get there as soon as I could because I was the last appointment and the others fell through for that day. I left work early and got there at 2:45pm. I was out the door by 4:00pm even though the appointment was supposed to take 3 hours because my car called for “recalibration”. I noticed when I got in the car that my rear view mirror was offset toward the passenger side which seemed strange. I finally thought to look thoroughly at the windshield today and noticed a large gap around the whole windshield that shouldn’t be there as well as gaps and ripples in the rubber that runs around the windshield and that the plastic trim pieces at the base of the windshield had be reinstalled poorly, leaving one of them twisted away from the windshield. This is clearly the wrong windshield for my car and was very poorly installed. Had to schedule another appointment to get the right windshield installed correctly. I will never use this Safelite again and I hope that the next shop I go to will be able to make things right. I paid $729 for this replacement and I expect a high quality job for the amount of money I’m paying. I strongly suggest exploring other options before using this shop.NegativePunctuality, Quality, Professionalism, ValueServicesAuto windshield replacement

5🌟 WINDSHIELD REPLACEMENT A rock hit my 2018 CX-5 on Tuesday night on Rt. 4 and cracked the windshield, huge crack, over 12". Wednesday morning I called my insurance company--I have a $0 COMP deductible--and Safelite had an appointment the next day! We dropped it off Wednesday night, and they were in constant contact via text (my preferred/requested communication method): "-We have your car -It is being repaired - Finished -Pick up before 2pm -The cameras must be recalibrated, this may take up to 24 hours -See your email for instructions on how to care for your new windshield - Your cameras have completed recalibration -Thank you for picking up your vehicle and using Safelite." I've used Safelite for rock chips at least 10 times in 20 years, and it was always easy and painless--they come to wherever you are, work, home, school--but I've never needed a whole new windshield, and when my insurance company said that it could not be a mobile "come-to-you" appointment because of the complicated camera system in the mirror, I was so upset and stressed thinking that I wasn't going to have a car for a week or more, because I was not going to drive it until it was fixed. Imagine my relief when they replaced it the very next morning, and no deductible! This process could not have been easier or better. It's never a pleasant experience to have damage to your car, but it does happen. They made it as easy and as painless as possible to get it fixed. Thank you, Prince Frederick Safelite!

Moblie tech never called me to let me know he wanted to meet me well before my appointment window. Made someone else call me to ask me where I’m at, I explain to him that I’m not going to be able to make it early but would be on my way. The Mobile tech then said he would circle back to me later in the afternoon. Calls me back about an hour later to ask me where I’m at. There’s no way he could have serviced multiple appointments in an hour. I explain to him I’m on the way but it would be a bit. I reiterated that he said he would be later in the afternoon. He then tells me to call to reschedule as he would be unable to service me after all. I call the number and was given a time of 3:30 at the shop today. I then drive all the way back to this shop just for them to tell me that they were leaving for the day and would be unable to service me. That and Xavier the tech had my windshield. I was forced to reschedule for Friday at 8am. The clerk was very nice in trying to help me, but this whole situation was very unprofessional. I will update my review after I finally receive some service. Update: Glass repair was done within an hour of checking in. Everyone was pleasant. But when I came back to my car, the tech had ripped my sun catcher off. I understand that it’s just a silly little charm, but still. No one told me about it and that’s kind of crappy. Spoke to someone and he did apologize, said he would speak to the tech but of course they don’t really care about a sun charm.

Setting the appointment was simple and straightforward. They sent multiple texts and emails leading up to the appointment regarding what to expect and payment options. However, a few key details were not communicated ahead of the appointment that would impact the installation. We dropped off the vehicle ahead of the scheduled appointment as recommended. I dropped off over night and there were no envelopes at the drop box. The next morning I received a call from the front desk stating that the back seats needed to be removed before they can install the rear window in my truck but they don’t do that. I had to leave work to drive 45 minutes and remove the seats. Very inconvenient and frustrating. In all the communications this could have been mentioned beforehand. The technicians did a very nice work on the install even though corporate ordered the wrong rear window. They technician didn’t clean all the pieces of glass from the rear seat area nor did they clean the smudges on the newly installed window. I will say tat the staff at the Price Frederick location were nice and polite to me and the ordering and poor communication wasn’t their fault. Though It would have been nice if someone could have called and mentioned this to their customers ahead of time. This happened to another customer while I was there and it appear that Safelight needs to update their process to confirm part ordering and making customer better aware of what is expected before the work can be started.

Super fast service for my 7 am windshield replacement that was estimated to take 2-3 hours originally. The process was very smooth and easy. Arrived before the customer service representative started work, but the tech had me taken care of and safelite’s automated system allows you to pay online. Docking one star because when the CSR did come in to work she was very confusing to deal with. When I got the automated message that the work was complete she said it would still be awhile, which was fine. But then the tech brought my keys and the CSR was like “you can’t leave yet”, rambled about how I shouldn’t have paid through the automated link but at the counter with her, and then told me I could leave despite the instructions from the repair telling me to wait until about 20 minutes later to drive so that the adhesive could set. She was very nice but not sure she knew what was going on and it seems like the automated system works so well that she doesn’t have much to do. Also, not sure if there’s WiFi available for customer use, but if there is it might be a good idea to post a sign with the password so that it’s available when the CSR isn’t there.

After a failed attempt at repairing my windshield via mobile repair I made an appointment with Prince Fredrick Safelite for an in shop replacement and calibration. I unfortunately did not get her name, but the office manager was an absolute doll. Super helpful, super funny, and quick witted. She did my intake of information quickly without fuss. She understood that I had some concerns regarding payments and assured me she would speak to the manager about my situation. Estimated shop time was1 to 3 hrs, so I brought the hubby along so I wouldn't be stuck at the shop. We left and went to lunch, and before we had finished paying our bill for lunch a mere 50 mins later, we were informed the replacement and calibration were complete. Upon return I was greeted by the manager who also had a wonderful demeanor and professionalism about him. He issued me a full refund for the failed repair and I was only out of pocket the $50 my insurance company required. I hope to never need their services again, but I have faith that if I do I will be well taken care of!!!ServicesAuto windshield replacement

Had a rock get thrown at my car from another vehicle and cracked my windshield. Contacted safelite who helped me figure out whether it was a repair or replace needed. It needed a replacement. They contacted our insurance for us, and got it completely covered by insurance. I was able to schedule online, and they came to my house and were on time to arrive. The tech was friendly and helpful, and it was super quick. He then got me to inspect to make sure I was happy with it, and gave me care instructions. I was also sent text reminders of the care instructions and how long to wait before putting car through car wash. You would never be able to tell that it wasn’t the original glass. Amazing service and so convenient! Hopefully never have my windshield cracked again but if I do I will definitely be going back to safelite for it.PositiveResponsiveness, Quality, Professionalism, Value

This location is completely incompetent. First, I wait nearly 10 minutes for an employee to come out from the back and actually greet me. After that, I’m told they are “backed up” and it’s going to be a “very long wait”. What is the point of an appointment, if you can’t even meet the general time frame? Then, it’s suggested that I can leave the car instead of waiting. Some of us don’t have that capability. How about you don’t schedule that many appointments, if you are supposedly that “short staffed”. It’s just disrespectful to your customers. So because I can’t sit there for 3+ hours, I wasted an entire trip to the location, and now have to reschedule my appointment (and inconvenience myself again). Find a different location if you can. Avoid this one if at all possible, because I guarantee that you will ultimately be disappointed.

Had online appt, arrived and shop was closed early. No notice, no note on door, no call to let me know before driving there. Took 20 min to get a human on 800 #, they couldn't explain clisure or reach manager, only verified it should been open until 5pm, as listed. Eventually got work done another day, and it only took 15 min to fill the hole. The workers were very friendly and efficient--no complaints on that end. You can barely see the starburst in the glass, is miraculous! Lol. Never got an answer why they closed without contacting me, or the person who locked the shop up early that day couldn't at least put a note on the door! Things happen, that's fine. Just be professional and contact your scheduled appts, leave a note... anything would've been better than what we got.