Safelite AutoGlass

I received an email from Safelite with a link to leave a review for the Park Ave, Worcester location after my service was completed. I did so and submitted my review to Safelite, who simply responded by saying they were sorry but glad I got a new windshield and was able to get back home. BUT THEY DID NOT POST MY REVIEW!!! And why would they?... Here is my experience: I am originally from MA and still have family there, and I drove back from TN for a visit in July. During my road trip, a truck kicked up a rock that hit the driver's side of my windshield and started cracking immediately. I needed the windshield replaced before driving back to TN, so I decided to bring it to the Park Ave, Worcester location, where they replaced my windshield. When I picked up my car, David, the technician, told me they get paid for reviews and asked me to please provide one, mentioning that a link would be sent to me. Everything seemed fine until I was home a day or two later and drove in a rainstorm, noticing water streaming down the inside of my newly replaced windshield. I also noticed that the buttons on the steering wheel suddenly only worked intermittently. For instance, my phone, volume, and voice command buttons often didn't work, and we didn't have these issues before the windshield was replaced. We contacted our insurance company for guidance, and they told us to reach back out to Safelite, which they did, and a technician came out to take pictures and inspect the situation. He then told us that Safelite installed the wrong windshield. We have a brand new 2025 Kia, and an OEM windshield should have been installed. Not only was it not OEM, but it also wasn't even the correct windshield for our vehicle! We were then told that Safelite would contact us to schedule an appointment to replace the windshield and check why the steering wheel controls weren't working properly. It has been a nightmare since then. The technician who came to our house told us our appointment would be in Knoxville, which is almost two hours away. When we tried to reschedule to the Nashville shop—closer and with much better reviews—we struggled to reach anyone at the shop and were routed to a call center. Let me just say... NIGHTMARE. The call center was unhelpful, clearly unaware of what's going on!!! There’s much more to this story, but I won't go into all of it. We didn’t attend our scheduled appointment, which was in Nashville—not Knoxville as originally told—and we repeatedly tried to call the shop to cancel. When we didn't show up, someone from Nashville called us, and he was excellent! We felt so much better after speaking with him and receiving the customer service we deserve. Not only did Safelite provide terrible service in Worcester, but now we have to drive an hour and 40 minutes to have the correct windshield installed, wait about three hours, and then drive back another hour and 40 minutes. Safelite, you need to do better to provide the customer service we all deserve. Your call centers are useless, and you need to listen to the countless poor reviews and hear what your customers are saying. You will lose more business because people don't want to deal with your lack of care and service. Train your technicians better and give them the tools they need to do a good job. For example, add a customer-facing representative at your shops to handle issues and deliver quality service. I will never recommend Safelite to anyone and will share our story whenever asked. According to hundreds of other reviews at different locations, the common themes are poor service, lack of proper customer support, and difficulty reaching someone on the phone. DO BETTER!

At first the experience was great. It was fast and I was kept updated via text and email. The whole thing was faster than insurance anticipated. But at the end is where it slipped. The guy was pushing for me to fill out a survey when it gets sent to me asking for 9s or above because an 8 is a failure. This seemed to be the most important thing. He mentioned not telling someone something and them lowering their score because of it. Which prompted me to ask "Is there anything I need to know" (having heard another technician tell a different customer no car washes for 4 days to a week with his new windshield.) He quickly relayed this info to me dismissively. I went to leave, but was concerned about something and went back in. When I asked for reassurance on a matter I received a disgruntled are you serious type of response. His whole demeanor had shifted and was rude. He went out and sat in the passenger seat and waved his hand saying it was just a glare and told me the computers would tell me if something was wrong. What I needed him to look at was from the driver's side. It left a very sour taste. I was not questioning if they replaced the windshield. I was questioning something within the glass. I felt like as soon as my service was done I was just an inconvenience.

Just awful…… straight up. DONT ATTEMPT IF YOU LIKE YOUR CAR. !!!!! After the storm that just hit New England couple weeks ago. I called my insurance to see which place I can recommend to fix my glass that’s been affected by a branchThat fell off a tree. Long story short I brought my car for a glass replacement (windshield) This car by the way has never ever had a windshield replaced. When I get back my car I realized that my dash has been butchered probably by the prying tools they were using. As shown in the picture attached. Afterwards I go back to tell them about this issue, The manager kindly let me know that that was there before. She show me the pictures, which show me the damage after the glass has been removed. And let me know that they didn’t do none of that-Claiming that this was wear and tear. When you can clearly see that it was stabbed . On the same note day shaved my speaker grills which are on the top of the dash.Which gives me reassurance that they were negligent with the replacement . Please do not attempt you feel like your car might as well just take it to the dealer and pay for the premium.NegativePunctuality, Quality, ProfessionalismServicesAuto windshield repair, Auto windshield replacement

Had windshield repaired, Realize they installed the windshield incorrectly. had to go back to be fixed. Unfortunately when I left and got on to the highway a piece of the windshield flew off I had to go back for a third time to have that replaced. Left the shop again.Two more pieces now flew off the windshield still waiting for it to be fixed. Employees at shop are rude and will not allow anyone to sit in the waiting room and I am a disabled individual. One of the employees Would not wear gloves and got my white vehicle covered in whatever kind of substance that was on his hands all over 2 of my doors, both fenders and my hood. That same individual started pulling on my fenders and they were bending them and they started to bow out. Ask him to stop doing what he is doing and he started touching My clothes with his dirty hands and very heavily patting me on the back.I asked him to stop and he shouted laughing and he kept on doing it. Him touching me was unwanted and would not stop when asked. Went to 2 shops, 4 visits filthy car and dirty close and winshield is still not in correctly because of this.

Would prefer to give zero stars. However, its almost a month and I have to reschedule my appointment yet again. My windshield is cracked from driver to passenger side and is my only vehicle at this time. Safelite keeps claiming they will have my windshield in time to tell me only after I have requested the time off from work. When they ask me to reschedule its last minute and only have appointments weeks out. Due to where the crack is I cannot currently drive long distances nor get a car wash because of how cracked the windshield is. This is the second time I need to get a windshield replaced from no fault of my own but safelite gives awful service. Also a fun update is after going through hell with this unprofessional location. Less than 24 hours of my windshield being replaced it cracked again while parked. Awful service.

My emails told me 1-2 hours. Walked in for 1 p appointment and was told 3-4 hours. Never took my vehicle in until 1:35. While in the freezing waiting room, the reception called 4 pm appointment to tell them the glass they got in was cracked and they needed to reschedule. Woman before me was waiting and her vehicle was ready and was told replacement they put on was scratched!!!! She was not pleased!!!! Made sure they inspected mine prior to actually putting in new one. Bit of a scam if you think about it. Perhaps insurance companies should rethink this business as a referral source. Update a customer who left 10 minutes ago just returned and complained that the windshield they JUST replaced has a gap!! My vehicle is in the garage now. Will follow up

Had an appointment on a Tuesday with a wait time of 12-5 pm, no one showed up. As soon as 5 pm rolled around, they rescheduled my appointment to a week later, without ever reaching out to me to explain why no one showed up, or to even check if the reschudle time and date were okay. Waited the week, day of appointment rolls around and the tech called to cancel because of rain, okay fine. Got reschedule to the end of that same week, (Friday), tech cancels same day due to an emergency. I understand that emergencies happen but this is getting ridiculous. I feel like I have been very patient until now. However, At this point I highly doubt my windshield will ever get fixed. Decided to try and find a different company. Good luck if you decide to go here.

Called,left a Detailed message,including name,#, specific dates and time frames of availability, recieved a call back,voicemail from one of their employess,asking to call them back,no detailed message,nothing in regards to dates or time frames. Just a call us back. The only reason I am moving toward with the process is so I won't be any more inconvienced by making additional calls to insurance company as well as other glass companies. Who wants to play phone tag,When the glass company asks you to leave a Detailed message and you don't get the same in return! Quality over quality! Customer service,was poor due to phone reps.Lets hope the labor/work is done better! I'll update my review and star then.

Well, when I first walked into the shop, I was greeted by a very friendly guy, and he let me know that everything will be done in a timely fashion, and then I was gonna be well taken care of while I was there and while I was there waiting. I was able to watch TV or drink, coffee, and People are really friendly when the mechanic came out these guys did a great job. He was also friendly. He called me when it was ready even though I was out front, but they did call me when it was ready and greeted me with a smile and handshake and sent me on my way, I’ll recommend anybody go there .

after windshield replacement with this company, i used to replace windshield with others like J&P but safelite bought it and after 1 replacement with my rav4, my glass became really bad blurry when in the rain, doesnt matter how i clean it, what wiper blade i used it with, i noticed the issue for few years now since i replace the glass , not to mention they messed up my car alarm which required reprogramming , and also the rearview mirror never stay up the same anymore, it dropping down in the middle of the drive for a few time now.ServicesAuto windshield replacement