Safelite AutoGlass

Absolutely terrible customer service! All you'll hear is "SORRY". I made an appointment 4 days in advance and dropped my car off on time. They called 2 hours later to tell me they didn't have a replacement windshield. (Sorry!) How can it possibly take the entire 2 hour appointment time to figure this out?? That should be step number freakin 1 right? Michael told me he'd "do what we can to make it right". (Sorry!) I grudgingly made a new appointment for a week later. Dropped it off again, and asked about what "making it right" meant. It turns out my wasted afternoon is worth one free rain ex treatment. Whoop. dee. doo. (Sorry! It's all we can do!) They got the windshield replaced and called me after 2 hours. I came to get the car, and the lady says "let me check if they did that treatment". Nope. (Really, Really Sorry!!) So I had to wait another half hour to get it done. I only took 5 minutes- but their delivery truck was blocking the service bay so they couldn't pull my car back out. (Sorry again!) Everyone apologizes for their poor service- but it's still poor customer service. My car was in their shop for nearly 6 hours over 2 days. Sorry doesn't cut it- go somewhere else.

Back in August of last year I had a rock hit my windshield, and I got it replaced by Safelite. Everything was fine, or so I thought. Around a month ago I went through a car wash. Water started coming in my car down by the pedals. I thought maybe it was something with the car wash and not my car, but either way it was still concerning. That next week after the car wash it rained outside (I park in the road outside my house). When I got in my car there was a puddle of water in it. I called my dealership that I bought my car from to make an appointment for them to check it out. After four hours they told me the windshield I had replaced was never sealed correctly. They said the padding underneath my car was soaked and they were concerned mold was going to start growing in my car. I then made an appointment with Safelite. When I went there to get it resealed I got no apology for the mistake they made. The guy at the front desk actually said, "Where is it leaking from"? My windshield obviously. After waiting three hours my car was finally done. I asked the worker if the floor in my car was still wet because I had been using a fan to dry it out for many days. He told me it was still soaked. I ended up getting a mold test to make sure I wasn't having mold grow in my car since that could cause much bigger problems for me. It came back with mold growing meaning there's a chance I could have mold growing in my car currently. On top of that parts under my car are now rusting underneath from the water being able to get in. The next day after I got my windshield resealed, I noticed my side A pillar in my car was broke. It was hanging down. I took it back to the dealership I got my car from to see if they could pop it back in place for me. They told me someone from Safelite broke the clip on it. On top of the parts rusting and breaking parts in my car, I also had to buy a spray to kill mold and help prevent it. My car is a 2023 with less than 15,000 miles so this shouldn't be like this. I am disappointed at the dishonesty of the employees there. It you accidentally broke something that's okay but you need to let me know and fix it. I ended up messaging Safelite to let them know what happened and see what we can do about it. With all the water that's been getting in for months they could have really screwed up my car with all the electronics. It cost me 250.00 for a replacement of my windshield in the beginning, and I had to fix a broken part from them, parts are rusting on the inside of my car, and I had to purchase mold killer. Safelite actually read my message but didn't respond to me probably due to the realization that they are truly in the wrong for this. One of the messages was literally me asking who I could get in contact with so I could discuss the service I received. Not only is this location terrible but apparently the company is as well! Go somewhere else if you need to get your windshield replaced.

1st scheduled service was cancelled after Safelite found a large scratch on the driver side in the replacement glass they received. 2nd scheduled service was cancelled after we inspected the glass ourselves and found multiple scratches on the replacement glass before installing. The technician responded "I don't know how I missed that." 3rd scheduled service was completed without inspection from the customer. First time getting in the vehicle to drive, we found a chip in the middle of the windshield. Took photos. Vehicle had not left the driveway since the service was completed. 4th service scheduled for the glass to be replaced under warranty. During the 4th service, we were told they would not be replacing the glass because the photos from the technician did not show the chip and that this is a new chip. They would not share the photos with us and said the only way we can see the photos and discuss the issue is if we go into the store. I was also told that they were sorry the replacement glass was not up to my personal standards. When we pay to have damaged glass replaced, we expect that the new glass is damage free. That is not a personal standard. I think that goes without saying. Had I known Safelite was okay with installing chipped and scratched glass for their customers, I would have never scheduled service with them.

If I could give zero stars, I would. I had insurance work performed by this Safelite and the glass cracked the next morning from the bottom (stress crack). I sent a text to the tech since I had his number. He immediately blamed me — laughable. Then the office staff was belligerent and said, in an accusing tone, “well we rarely do poor work.” The tech immediately started playing damage control when I sent the photos to him and called his company. He said, “yes, that is a stress crack.” A secretary then called me and scheduled an appointment for me to come in and get it replaced. She called back five minutes later and said they couldn’t do that (but it wasn’t her fault that she booked the appointment for me, of course). Then she told me I had to wait a week to claim warranty work. When I called the next day to schedule an appointment, the secretary told me they were too busy the next week. She offered no help in trying to take care of the issue. Moral of the story is this company does not have any intention to honor its warranty and it does shoddy work. I 10/10 do not recommend. I initiated a claim with my insurance and they covered a new windshield by a reputable company. I hope they go after these crooks. Photos were taken the morning after install.NegativeQuality, Professionalism, Value

I needed the windshield on my 2005 Saab replaced, as it had cracked with stone chips and age. Replacements for all needed parts are readily available. My first contact with Safelite regarding this issue was in August of 2024, a technician came to my residence to replace the windshield when it was discovered they had the incorrect style of windshield. A week later another technician came out with the correct windshield, but then determined a specific moulding was needed that had to be ordered before the windshield could be replaced. What followed for the next 6 months can be described as a gross lack of communication and transparency. The moulding wasn’t ordered for months, then it was ordered, then the order was cancelled without any given reason. Throughout this process I called regularly for updates and could never be given one. Each time I was promised a call back, and never received one. I went out of my way to find and provide the part number for the windshield moulding, hoping maybe this would be the missing link. No dice. I finally had enough and called Glass Doctor in Holt. They had me scheduled for a windshield replacement, and had both the windshield and moulding on hand within a few days. This isn’t my first experience with Safelite, but easily the worst.

*Update 4/1/2025 After having Safelite's shoddy work fixed at the dealership at our expense, we received a threatening letter in the mail from Safelite insisting that we pay them $100 for their incomplete work or they would send us to collections. They didn't do what they were supposed to do, but they can still charge our insurance full price and charge us the deductible? What a scam. I talked to Safelite corporate (Sarah in the ICA dept) on the phone today, and they insist that shoddy work is worth full price. Use another company if you can. Original review: Four hours of listening to county music and listening to the two managers low-key argue about some email exchange and sitting in the unclean and poorly stocked waiting area and listening to their phone ring seemingly unanswered over and over, then they revealed that they broke the safety features of my car and couldn't figure out how to fix it. They suggested I make another appointment and they would try replacing the windshield again & maybe that would fix it. Oh, and sign this form saying they aren't liable for the damage. I didn't sign, and drove home with warnings on my dash lighting up like a christmas tree. See if you can take your car someplace else.

Not even 5 minutes of getting the car. Windshield had a crack. Immediately called customer service and they rescheduled for warranty work. Mind you I’m paying out of pocket close to 2000 dollars for an OEM windshield which initially they gave me a hard time for some reason. 2 weeks later brought car and they looked at the crack and said there was an impact point. I never got hit. And if you look at other reviews here. Apparently this happens a lot where there is crack after customer takes the car. I was left with no choice but to fork up another 1800 dollars. Close to 4000 dollars later my car was done but the hood won’t close and tech is saying I have to take to the dealer. What???? After complaining. Master tech fixed it. This is the last time I’m taking my cars to safelite. Agree with other reviews they don’t honor their warranty. I can understand if something happens a day after or a few weeks after. But to have a crack immediately and they blame it on another rock chip. That’s a joke. I’ve never ever left a bad review but i had to in this case if it saves another person the ordeal I went through.

I had a rock chip my windshield in April. Safelite came out and repaired it that day. 2 weeks later the repair failed and my windshield cracked. I called & was assured I would get a credit for the failed repair when I replaced the windshield. They came out and replaced it. When the replacement was done, even though I approved a discounted amount online the morning of the appointment I was charged the full amount of the replacement. I called to inform that I was overcharged & was told they would mail me a check for the failed repair. That was in April, it is June. I still have not gotten the refund. Now this week my windshield cracked from where it was sealed. I called and was told this would be covered by warranty. I brought it into the shop & they said the part of the crack where it broke from the stress of being improperly sealed was an impact fracture from a rock and that they would not cover the replacement. So they did 2 faulty jobs, over charged me, are withholding my refund, and refusing to cover damage they caused. I will never use this company again nor will I ever recommend them.

They came to our house to replace the windshield. Immediately after, all the camera sensors of the car stopped working. They told us to bring it in to them for them to fix the issue. Then they left a voicemail indicating we had to take it to a dealer because they weren’t able to fix it. Then when I tried calling back the number that called me, no one answered the phone. When I called the Safelite national number to try to connect to the local office, I discovered that there is literally no way to be connected to a live person. Every option in the phone tree redirects you back to the website. So if you have a question for the branch that’s doing work on your car, be prepared to not even be able to call and ask a question. This was a horrible experience, start to finish, one that has wasted so much of our time and one that is still ongoing because now we have to take it to the dealership to fix all the sensors that are no longer working

Everything was great and worthy of a 5-star review... until they broke a piece of my car during the process. 💥 And even then, I wasn't too bummed about it as it sounded like it would be quickly replaced. Nearly four months later and I am still waiting. The last I heard from the management was over two weeks ago where they said it would be ready on Friday June 27th, which came and went without any communication since. I have checked in multiple times since then with zero response. I am getting the feeling that they want me to somehow forget that they broke my car during the service and give up altogether. Not exactly the professional quality care that I would return to with my business. I will request Grand Ledge the next time I need service, I guess. 🤷‍♂️