Safelite AutoGlass

Just don't go here. Similar complaints with other reviews. Was told expect to wait for an hour or two on the phone making the appointment. 9 AM appointment. Got to the shop at 9 AM. tells me to come back at 5 PM. Shocked but understood. Maybe they have too much going on. Came back at 5 PM. They are still working. Nobodys at the counter. Wait for 30 minutes. Got to the vehicle service area. Ask them about my car whereabouts. I see my car sitting. They tell me half an hour. Wait 30 more minutes. Still nobody updating me whereabouts. Most people left, only a guy or two hanging around. I ask again, and it's out for a recalibration. Sure, what should be done should be done, but probably should have started sooner. Wait more and more. Eventually, nobody is in the shop but just me in the waiting area. Got very nervous waiting for too long. 6:49 PM. guy walks into the shop. That exact time is when I got my car back. Not to mention, I had to miss a day of work and waited 2 more hours at the shop way past their working hours. A day well-ruined. Maybe they should have let me know to come back and drop my vehicle at 4 30 pm because that's when I received the message that the work on my vehicle has started. Maybe they shouldn't have said it will be done by 5 if they can't guarantee their work completed within working hours. It's definitely hurting employee well-being, not to undermine customers' time. I dont know it's the employee's unprofessionalism, overloaded due to bad management or they are just purely being lazy. Management should definitely look into the matter and make improvements, if these type of reviews are all they get. Will never be returning to this shop.

0.0 incompetent, poor installation, unable to communicate, no consideration for the customer’s time. 3 pm appointment on 2/21 receive phone call at 4:45 that installation is complete but the vehicle failed calibration and they will need to source a new part, but the car is drivable in the meanwhile, fair enough. They call me Tuesday 2/25 tell me the part has arrived and they will be able to complete installation Friday 2/28 at 1 pm. I drop the car off at 1 and wait all afternoon, around 4 pm I become concerned because I have yet to hear from them and their website says 5 pm closing time. I tried calling 3 times between 4 and 4:30 and nobody picked up at which point I had to make the decision to get a ride over without hearing from them. When I show up a few minutes before 5 (closing time) they act surprised to see me and say the would have called when the car was ready (none of which was ever communicated to me). From there i was told they have installed the glass and calibration should only take 30/45 minutes. At 6 pm (over an hour plus) the manager walks into the waiting room and says that due to traffic on the Mass Pike they weren’t able to compete calibration and that I would need to bring it in a third day. Total failure of an experience, I wish I had taken my car anywhere but here for the windshield repair. The staff is overwhelmed and it clearly prevents them from running this location in an appropriate fashion. Look elsewhere.

I'm on the fence between 3 and 4 star. PROs, great customer service, convenient scheduling, fairly quick appointments, super friendly technicians, great price. CONS, first visit couldn't be done because of possible rust, okay, but they took my window seal with them. After car was at a body shop and had scheduled the next tech visit, I had to track down tech because he didn't show for scheduled time frame appointment at body shop to remove window. On day scheduled to return, got call from Customer Service stating they forgot to send my windshield for the appointment, so that left me 4 more days without vehicle. Which made my cost at the autobody shop go up (another story-can't prove-so can't blame). Upon picking up the vehicle, saw that the inner window seal is now "broken". It has a slice across it and is missing a section where the window is supposed to rest on, which I'm not sure is bad or not. Not sure if that can cause eventual rust or possible cracked window. I don't understand how they allowed that to go or why they didn't tell me it was "sliced" ahead of time. So, you can decide for yourselves. I saw all the stellar reviews, so maybe I was putting them on too high of a pedestal. I'm losing faith in customer service as a whole, so I'm no longer sure what is expected as "good work" anymore.

It was the oddest thing. After dropping off my car off at 1 pm for a windshield replacement I went home expecting to be notified within a couple of hours that my car is ready for pick-up. Silence. Tried to call the shop but the number listed connects to the regional headquarters in Woburn. There you get caught in a badly designed IVR ( no option to check current car status ) and long waits. I tried to find the number of the shop where my car was - I looked on the digital receipt, online through Safelite and through a local yellow pages directory. Nothing. Finally at 4:30 I called the headquarters again and was they were able to tell me that my car was ready. They also told me that "people have complained that they cant reach the shop and that the only way to reach them was through the cell number of manager" When I finally picked up the car today the woman behind the desk told me that the shop number is NOT listed. Weird that Safelite makes it impossible to call the shop where you car is being serviced. So what was expected to be a 2 hour turn around took almost a full day with punctuated with multiple frustrating calls. I would NEVER take my car here again.NegativeResponsiveness

Possibly the worst customer experience I've ever had. Unfortunately, I can not give them zero stars! My first booking resulted in me being notified 2 HOURS AFTER I dropped off my car, that the windshield had not arrived from the warehouse! So I had to reschedule. Note that the Safelight offices do not post phone numbers to call them. If you do get a number NO ONE answers so you have to go to their offices. My second appointment resulted in learning the windshield arrived from the factory broken! No call, I found out when I arrived for drop off. Reschedule yet again. Safelight says they receive their windshields the morning of the appointment. Not the day prior to check if it's actually in or not broken!! Nice QC!! So on appointment 3, scheduled for 9 am, I was told I could call in at 7 am to see it made it in and not broken. I called eight times with no response, so I decided to drive in to actually check. No apologies for not picking up the phone. No apologies, at anytime, as employees know their system is a mess and deal regularly with the problems I encountered.

I was referred by my insurance company to this business and I couldn’t be more disappointed. After going here on four separate occasions from the initial repair to warranty fixes, this is the continued outcome of their work. They had employees work on this vehicle first who didn’t have any idea how to fix it and used the wrong parts needed, which other employees agreed that the job that was initially done by them was unacceptable, and then followed up with repairs where they continued adding glue on top of the previous fixes which led to parts continuously breaking. I have had 3 separate parts of my vehicle fly off due to not properly replacing them after they took them off. Additionally, the manager is on his apparent second vacation in a month. I would not recommend this company and hopefully can get a resolution from this issue, but I will not be holding my breath. I also reached out to a different company and sent them these images as well and they said this some of the worst work they have ever seen.NegativeQualityServicesAuto windshield repair

Had a small chip from a rock and made an appointment the next morning to get it fixed. They had it done in an hour and everyone there was so kind. Lawrence at the front desk was incredibly courteous and knowledgeable and I appreciated the disclaimers of what could go wrong upfront. My technician did a great job, and I even had another employee ask if I had coffee creamer and sugar when he saw me at the keurig machine making a drink. The chip seems fixed and I really appreciate the fact if I needed to do a replacement instead they will take the cost of the repair off of the replacement. As a RI resident who was visiting for the weekend, they took my anxiety and immediately mended it. I totally recommend this shop and company as a whole! Absolutely zero complaints!!! Edit: another rock ended up totally cracking my windshield (totally unrelated). I once again had the best experience this time with a replace/recalibration. While I hope I don't have to go back for a while, you guys are still the best!

If I could give 0 stars I would. I dropped off my car for an appointment at 9am. I asked if it would take more than 6 hours as they said it would be a while and I had to be driving people at 3pm. They said no. I left, got one text saying they started on the car at 9:08 then radio silence. At the 4 hour mark I tried calling but continually got hung up on. At the 5 hour mark I walked in the door, explained my situation again and was told it would be another 30 minutes. It ended up taking 6 hours+ to get my car when they said it would not take that long! I used to recommend this place to everyone. Impossible to reach and longer wait timesbhave made it that I will never recommend this location again.

I scheduled an appointment to get a mobile service and agreed to pay over thousand dollars to replace my windshield- didn’t even show up…after a long wait, I received a phone call the appointment canceled due to lack of ordering original windshield in a timely manner. In addition to that, I was told I have to be in a body shop- also I did not appreciate the client service. The person I worked with was named Robin, she said I am rude so watch out what you are saying since clients are treated differently. All I needed was to get proper services. Please don’t waste someone’s time and treat everyone the same. I will never go back to Safelite any more.ServicesAuto windshield replacement

I would highly recommend using Safelite of West Newton for your auto glass needs. I found them accommodating and eager to help. Despite being very backed up, Steve and his team still found a way to help ensure my car was secured before impending bad weather which could have increased the damage already done. The personal service made me feel like a priority even though I know they were very busy. Steve kept in communication until job was donend the twchibcians could notbhave been more caring. And the job was done very well. Thank you..I will bring any business here without hesitation. 5 stars! Keep up the great work, Steve!