Safelite AutoGlass

Really lousy experience, start to (non) finish. First we had an appointment scheduled for at home replacement but then they just No showed. We called to find out what happened and they said we needed to come in because convertibles “require special process.” So we scheduled another appointment another two weeks out (their first available). Showed up on the day of to drop off the car only to find out the appointment had been moved ANOTHER week out and to a different location. No phone call, no email, no notifying us whatsoever. No contact from the shop whatsoever. Floor manager was astonishingly rude - saying he didn’t know what happened and it wasn’t his problem - blame corporate, he says. So incredibly frustrating. No attempt at service recovery (not even a free wiper blade). Never going back. We let our insurance company know what an ordeal the process was.

Diego was so helpful and informative during my windshield replacement process. The replacement took longer than expected but he walked me through exactly why and gave me periodic updates while I was in the store. For folks who prefer to wait elsewhere, Kohi Coffee is literally a 5min walk north and has fantastic coffee and food. There are some other restaurants and coffeeshops in that development as well that will help you to pass the time. If Safelite management goes through these reviews - I just want to say that your guys at this store are working as hard and as fast as they can and have great attitudes while doing it. It sounds like they could use more support from management on making sure they're fully equipped with enough crew members and all of the right tools they need (like more than one working calibration tablet).

Hands down one of the worst customer service experiences I have ever had. Scheduled my appointment mid December 2021, they gave me the run around on scheduling, when parts would be coming in, miscommunication at every twist and turn, zero follow up from anyone after being promised call backs. Beyond unprofessional. Had to cancel my request because when they FINALLY rescheduled my appointment after getting in the needed part, ended up being the wrong part. From a customer's point of view, the fact that I just waisted nearly two months for Safelite to do their job, only to have them very clearly demonstrate that they are not equipped to follow through on a straight forward windshield replacement. Just complete and utter incompetence from start to finish for a simple windshield replacement. As run of the mill as it gets. I would be embarrassed if I were Safelite. Will never use them again. UPDATE: I just got off the phone with my insurance company, and it turns out Safelite attempted to submit a claim despite not actually performing any service. This is... by definition... insurance fraud. Absolutely stunned at the level of incompetence and lack of professionalism. UPDATE 2: Had another call with my insurance company. Apparently Safelite completely lied to me about what parts they were attempting to use. Claimed that they were attempting to get the exact OEM replacement for my windshield molding when in fact they attempted to get something from a random supplier that would "work", but not the one actually meant for my car. And in addition, SF said the claim they filed (despite not actually doing ANY service) was for a special order windshield. This is also a flat out lie. The only part that needed special ordering was the molding, Long story short to all of the above. Unless you're OK with being blatantly lied to, having abysmal communication, and being given a total work around for nearly 2 months... stay way. There are other and better windshield replacement services out there.ServicesAuto windshield repair

This review is more for potential customers out there looking for a place they can trust for their windshields repair/replacement needs. Read before booking any appointments with Safelite. Technician tore up the interior of my car during windshield replacement. Mistakes always happen and I know so without making any fuss out of it, I simply walked in and reported it to the shop, technician named Rob came out and took photos, compared with his pre-inspection photos and confirmed the damaged weren’t there before and his manager will get back to me in a few days. It has been a month now and no one has ever reached out to me. Tried call the shop multiple times and I was never able to talk to a person. I ended up calling the Safelite customer line and they also cannot get a hold of the manager or the shop, they could only leave a massage. It is unfortunate that I cannot write a positive review but after a month of waiting and experiencing how their system runs, they reserve nothing but a negative review. Google other local auto glass companies near you and you should find other companies with far better reviews from their satisfied customers. Don’t select them just because your auto insurance recommends. If you just need simple windshield replacement hire a reputable local company, and if your car requires special calibrations go to through the dealership. After all, it’s definitely worth spending extra money for your car, and for your time and energy.NegativeResponsiveness, Quality, Professionalism

I was extremely pleased with the service I received at JN Phillips from the very beginning. I had some issues making an appointment online and left a comment in their chat box expecting to maybe hear back by Monday (it was a Saturday after their open hours). To my surprise, I got a call a few hours later from someone who offered to make the appointment for me over the phone. I didn't realize my car having ADAS would impact the windshield replacement process, but he asked all the right questions respectfully and patiently to ensure I was getting the right solution. He even explained to me that I could bring a spare key to my appointment so that I could pick up my car after close and not have to leave work early. I had a Tuesday appointment at 8:00 AM, was seen 15 minutes early, and got a call a few hours later from a very courteous and kind woman at the Brighton location saying the service was complete. They handled all the communication with my insurance and were honestly a lot more helpful than my own claims agent. I was pretty worried about going to a car repair shop alone as a young woman with zero car knowledge and getting scammed/being treated rudely or unfairly and I am so grateful that I had the opposite experience. They made a very stressful event a lot easier to deal with. Thank you for the excellent service!

Ive gone to 2 different appointments 2 different locations for glass replacement and told they dont have my glass. Ive sent hours trying to confirm they got my glass to make sure im not wasting my time and gas to be turned away. I really hope they have my glass tomorrow 🙏 because I have an important out of state trip and can't get the rejection sticker taken care of unless my windshield is replaced by Monday morning. The people are kind, but the phone lines are a joke to get anything rectified. Im going to show up early and not leave until the fix my windshield. Because this is just ridiculous that I've taken this time off of work to get this done and an appointment shouldn't be made if you dont have the glass to replace it and the glass should be there if you have an appointment and not given to the person that showed up just before you when that glass and appointment should have been kept for my and my 1pm appointment but given to someone that came in just before me. Im definitely not happy with safety glasses customer service and phone lines I'd go to a totally different company in the future.

I went to safelite brighton office on 3/3/23 to change front windshield and rare window. When the work was done, i noticed that the rare window side panels were not attached to the rare window, so i told the manager, and the manager told me to bring it back another day. So i went again on the day that he gave me new appt, and they repaired it. When the repair was done, they taped the panels and rare windows and told me to take the tapes off after couple days. When i took the tapes off after couple days, the black glue was on the rare wndow but the panels were still not attached well. So i went into the office and talked to the manager. He said he will order the panels and get it fixed but he doesnt know when the panels will come in. I waited several months but no call. And they dont answer my call. So i went in again, and the manager said that the panel came in but it came in broke, so he has to reorder. They do not want to fix the mess that they created.NegativeResponsiveness, Quality, Professionalism

I don’t really write reviews that much but felt the need to because I was so impressed by the experience I had here. Firstly, they backend team chased down my insurance company and got the windshield repair covered. This should be straight forward but after hours of back and forth with StateFarm; the best I could do with them was the expectation that I would be reimbursed for the cost. satellite tracked this down and saved me the trouble: $0 deductible. Next, they fixed a broken windshield wiper nozzle. No comments, just fixed it. Finally, our passenger window has had an issue intermittently now going up. This happened during the repair so they put plastic film on it for me. Ok, that’s nice but expected. They also took the door off and diagnosed the problem so I can fix myself. Really positive experience here. Nice to say that about something related to a car.

Worst experience ever. I dropped off my car at 9:30 AM, and the manager assured me someone would call in the afternoon. By 4:20 PM, I hadn’t heard anything, so I called the number they provided—only to realize it was for scheduling, not the actual store. The store itself was unreachable. The rep on the phone kept saying, "They will call you back when they’re done," but by almost 5 PM, I knew better than to trust them. Of course, no one ever called. When I finally went to the store, I found my car randomly left on the curb—just sitting on the street. Thankfully, I caught one employee before he left, who admitted, "Oh, Connor must have forgotten to call you after recalibrating. He was rushing home." Completely unprofessional and unacceptable service. Avoid this place if you value your time and your car.

So far, so good. Had my windshield replaced here a couple weeks ago and all is going smooth. I appreciate the way they mounted my MassDot device & inspection sticker carefully. They didn't call me when my vehicle was finished like they said they would. I showed up 2 hours after I dropped it off & it was finished..not sure how long but I would've appreciated a call. (Unfortunately I was never offered an appointment off site like most companies do & was missing work)The labor was VERY expensive! It cost more than the parts. Lastly, they park customers cars on the sidewalk around the building which is VERY risky in the City of Boston. That's an expensive ticket & there are metermaids everywhere. I was anxious the entire time my vehicle was there because I didn't want to risk a ticket.