Safelite AutoGlass

I never leave poor reviews, but I feel compelled to warn people of the poor management at this Safelite location. I had a stray rock from a truck hit my windshield on the highway, so I contacted this Safelite for an appointment where they would come to my home and fix the windshield on a Thursday. The day of the appointment there was a nasty storm that rolled through and there’s no cover for my car, so I ended up having to reschedule for Saturday (only two days later). Saturday morning, I received a text from the tech (Antoine) saying they no longer had my glass, and we’d have to reschedule yet again. I called the store in Rockville to find out what had happened to my glass between Thursday and Saturday, and the clerk couldn’t answer and claimed they couldn’t get in touch with anyone in the shop (which is located right next to the office, by the way). After getting off the phone with the clerk and having no more information, I received a call from Antoine who was very apologetic and stated that this was a mishap on the part of new management- so much so that he said he’d be pushing for a discount on my behalf given the inconvenience. In the meantime, without asking me what new date might work for me, the clerk I’d spoken to rescheduled to a date & time when I wouldn’t be available. I then received a call from a completely different Safelite rep (possibly management), who was following up on the earlier conversation with the other clerk. I told him that the new date they scheduled without consulting me wouldn’t work, and we negotiated that I’d bring my car to their location for the repair early Monday morning. Monday morning I go to pick up my car, and asked if Antoine had spoken to them about a discount given all of the mishaps on their end, and they said they’d look into it but would need my card on file until they’d spoken to Antoine and figured this out, and would call with an update and then send an invoice. Lo and behold, I never received a call from them and today see that they just charged my card the full price without updating me or giving me an invoice. This is extremely poor behavior on their part, and I still have not been able to get in touch with anyone in management, nor can the Safelite rep from corporate that I just called. I’m baffled by the poor communication, and cannot in good conscience recommend Safelite for any repairs.ServicesAuto windshield repair

I brought my car in for a windshield replacement due to a large crack and left it at the Rockville location on the scheduled appointment date. I was told they would contact me when the work was complete and that I could pick it up by 5pm. Unfortunately, I never received a call or any kind of update. I tried calling multiple times throughout the day but couldn’t reach anyone. I ended up showing up shortly before 5pm hoping it was done—thankfully it was, but no one had contacted me to let me know. When I got in my vehicle, I immediately noticed that the ADAS calibration hadn’t been completed—several dashboard warnings were lit up. Staff then told me that their tech hadn’t been able to reach support and couldn’t complete the calibration, but no one had informed me of this during the day. I was told to contact the store manager directly to coordinate a return date when the calibration specialist would be available. I called and texted the manager over the next six days with no response. When I was finally given a date and subsequently brought the car back for the follow-up calibration appointment, I again received no updates and had to show up near closing just hoping it was ready. Over 24 hours after that appointment had already been completed, I received a text and email saying my calibration was now “successfully completed.” To top it off, two days later—more than a week after my original appointment and three days after the calibration service was complete—I started receiving multiple automated texts and emails reminding me to bring my car in for the original appointment, with the original date and time still listed. Overall, the work was eventually completed, but the lack of communication, inability to reach anyone by phone, and confusing automated messages made this an extremely frustrating experience. The staff I interacted with were polite in person, but the overall process and follow-through were severely lacking.

DO NOT! I REPEAT, DO NOT BRING YOUR CAR HERE! I regret bringing my car to this location for service. I brought my car in perfect condition and left with a new problem which is a migraine (refer to pics). This happened in June 2024. Still NO solution for breaking my car alarm system??? The device continues to fly around as I drive which is very inconvenient as you could imagine. This was a result of a tech carelessly replacing the front windshield. I have not been contacted by anyone. I reached out to the manager once and he said he will look into this issue for me. Well...he never did!!! It is now October 2024. When you call the shop it rings for an eternity, NO ANSWER. You call customer "care", no solution either. Employees appear incompetent as they make numerous transfers via phone. Overall, everyone is trained to be dishonest, pass the buck, and not respond/solve urgent matters. I've been told the district manager was informed of my problem and a new manager will assist but instead she hung up on me because she didn't want to be bothered. On a weekly basis I kept hearing, "somebody will reach out soon. We will make this right by resolving this issue in about 48-72 hours." Obviously, Safelite doesn't have genuine intentions to fix this in a reasonable or timely fashion. Maybe not at all! Dear Safelite, you lack accountability, communication, management, and proper customer service. I truly question your integrity! I will not be back and hope others take caution to stay away. What is the point of a warranty appointment when you don't plan on fulfilling this service to qualified customers who have already paid?????

If you value your time, avoid this place. 1. The "2-3 hour" estimate is completely false. I ended up spending 6 hours here. I also saw ppl told it would be a 3-hour wait, only to get visibly frustrated as the wait dragged on. So seems common issue. 2. Appointment times are meaningless. Your vehicle won’t even be touched until at least 2 hours after your scheduled time. Their planning and scheduling are a mess. 3. You may have to make multiple trips. I had to come three separate times, each visit involving at least a 2-hour wait. I saw plenty of others in the same situation. Common excuses included: “Parts not available,” “Delivery issues,” etc. Other issues: The building is hot and uncomfortable, especially in the summer. The AC barely works, so be prepared to sweat if you're stuck waiting. To be fair, the managers were polite and the actual work was completed as it was supposed to be. But when you add up the driving (4hr total) and waiting time (10hr total), I spent over 14 hours here. They did compensate me for the issues, but their promise to prioritize me for my last appointment was a lie. They booked me for 6 a.m. and told me my car would be first once I arrived. However, when I came back, the total wait time was 6 hours because they were “busy.” My car didn’t even leave the lot for 2 hours. Bottom line: If your time matters, do yourself a favor and go somewhere else.

Over 5 weeks and 4 appointments, this local shop showed its total inability to communicate with the customer. Despite calling and describing the part needed when making the original appointment, the technician turned up with the wrong part. He took photos and promised the shop would call to reschedule. They did not call to follow up to reschedule. After I called to reschedule, they confirmed they received the part and rescheduled. The morning of the second appointment, the technician called to say they did not have the part and they would call me to reschedule. They did not call me and from that point it was nearly impossible to reach them. I had to go through Customer Service for every interaction. I scheduled a third appointment, and the technician showed up and again realized he had the wrong part. They promised to call and reschedule. Silence. I was on the phone with Customer Service every other day, and even they couldn't get a hold of the shop for a week. Then they finally scheduled a fourth appointment. To which they did not even turn up or call me about. When I called Customer Service again, they found out the part was somehow still not available, yet the shop still did not call me. It is two days later, and the shop still has not called me a single time through this entire 5-week saga to talk to me about the progress. I finally went elsewhere to get my window replaced.

It’s easy to be critical about dealing with a windshield replacement through insurance. It’s even easier to be critical when user forums are vocal about 1-star treatment. Let me completely dispel that notion with the service, attention-to-detail, commitment to excellence, communication, and customer care from Nelson, the shop manager, and Sean, the ace Tesla specialist at Safelite in Rockville. My Tesla Model X required a new windshield. Going through Tesla required a 6-week wait. Safelite required about three weeks. After finally getting to the right Safelite shop and showing up — going through the Safelite app was easy, but not accurate, since the shop I originally selected didn’t have the personnel to change the windshield…and talking with a live person is infuriatingly long. Use the chat function seems to be the best option — I experienced nothing but fantastic service. Tesla owners, you can be confident. Yes, they replace hard-to-install windshields. Yes, they calibrate (FSD works with no problem). Yes, they guarantee their work. Yes, they handled all insurance. Yes, they used a spec-built non-OEM windshield (after research and user forum consultation, I was OK with this). And, yes, I would use them again. Thanks again to Nelson and Sean for a job well done.

My windshield was chipped around two months ago. I took it to Safelite, and they made the situation worse by attempting to repair it. I subsequently requested an OEM replacement glass from my insurance, which was approved. Safelite scheduled five appointments, and each time they encountered issues. On two occasions, when I arrived, they informed me that the glass was unavailable. Once, the representative (Greg) at the counter asked, "How soon do you need the glass? We can't complete it today." Another time, they canceled my appointment while I was already driving halfway from the other side of Virginia. Just last week, they "lost" the windshield, despite me receiving an email confirming that the glass had arrived. As usual, the customer service representative in Rockville, named Chris, assured me he would call me in 15 minutes to clarify the situation, but that call never came. Now, I dont need to have the glass replaced by them; Mercedes has offered to do it, and my insurance will cover the cost. However, I initially pushed for them to handle it because I wanted to support their failing business. Two months is an excessive wait. There is a reason your reviews are deteriorating and every time I went there I saw at least one customer who had a major issue.

Had an appointment at 9AM which I came on time for. Front desk clerk was great, polite, and courteous. He estimated 3 hours for completion of car windshield replacement and recalibration of Toyota RAV4. I got the text stating everything was complete at 12:42PM which is fine if I waited a little longer than estimated. Front desk stated someone would come and get me. I waited till 2:45PM and still had not heard anything after inquiring 2 additional times regarding the status of the car. Front desk eventually found my keys in the cubby next to him. I was waiting at the shop the entire time and never left. I waited 5 hours and 45 minutes in total. I was visibly frustrated and the clerk offered to give some kind of financial compensation by speaking with his manager. I felt a little better and he told me he would email me about it, however I still have not heard any email back or anything about compensation. Disappointed that I waited 2 hours after text stated completion of vehicle and a promise that was never delivered. Windshield is great and have had no problems though.

Update in August 2025: NIGHTMARE EXPERIENCE!!!!! Nothing resolves after 3 months!!!!!! After almost three months nothing resolves. I called the Safelite customer service every week, and the other Safelite shop finally steps in and helping me right now. They ordered new molding for me and an appointment was scheduled. I thought it was going to be resolved. But even worse, the Rockville shop took the reordered molding that supposed to fix my vehicle and used it for other vehicle without any communication, and now I need to cancel my upcoming appointment, waiting for them to reorder a molding, and reschedule when the new molding arrives. This is worse than a nightmare. This is seriously irresponsible and lack of management!!!!!! Don’t choose this store EVER! ——————————————————- In May 2025 Really bad communication if you want to call in the office. The service is not reliable. They replaced the windshield and molding, within five days the molding came off. The quality of the service is terrible.

I’ve had a disappointing experience with Safelite so far. The first technician was friendly, but unfortunately brought a damaged windshield and didn’t notify me until I had already left work early and was 10 minutes away from the appointment. The second technician completed the installation, but the replacement windshield has several issues. There are multiple razor-thin scratches on the inside of the glass. Four total, with two measuring about a foot long. There’s also a chip on the outside in the top-left corner, which seems to have happened during installation. Additionally, if your vehicle has a heads-up display (HUD) feature, be cautious. The replacement glass Safelite used noticeably distorts the display - the font appears smaller and less sharp, giving a blurry or double-vision effect. It feels like I need glasses just to read it clearly, which wasn’t the case before. Currently waiting to hear back from the company to see how they plan to address these issues.