Safelite AutoGlass

The service from Safelite has gone severely downhill in the past 10 years. I have used them a few times in the past with mostly good results, but my recent experience pushed me over the edge. Notably talking to a person was difficult at best and mostly they rely on chatbots to deal with everything. Calling the local office does nothing as it goes to a national call center which refers you directly to the website and chatbot. I initially started by search by agreeing to pay for the service without using insurance to see what the cost was. They said $500 with some additions and taxes. I then wanted to see if my insurance covered this so I switched. My deductible is double that so I wanted to decrease my costs especially since insurance can then increase your premiums after they have a claim. Once you switch to an insurance claim YOU CAN NEVER GO BACK! I talked to the chatbot, tried to call the local location, eventually went back to the chatbot and typed representative until they gave me someone (or a good enough AI that I got real answers to the questions). The person I spoke to couldn't fix the problem and I eventually created a new account with a different email address. I used the new account to restart and go back to the The website entices you with a low cost offer for fixing your glass at $500 with the caveat that they may have to adjust if you have an Advanced Safety System. I completed scheduling and 2 min later they sent me a text message saying they "now" know I have an Advanced Safety System (even though they had my VIN at the previous which means they new everything about my car including all of the oil changes I have ever had) and had to increase the price which was now $1200 but they would give me a $50 coupon for being a good customer. This means they specifically know they have elevated the price by $50 over cost. I then go on to the website and cancel the appointment. I look at the itemized bill and the cost for recalibrating the Advanced Safety System (I am not using the acronym so that Google doesn't kill this review) was $525 plus some other fees. They offer to give me $100 off if I just keep my scheduled appointment. This means they have specifically elevated the price by at least $150. Little does Safelite know but my brother does this professionally in another state far away from me. He owns his own company and does nearly 100% of the work himself with a 5 star rating. I call him and he says this is highway robbery. The initial costs for glass replacement were not "excessive," but he says that the recalibration takes minutes and he does that as part of the cost for people worked into the initial bill and that he knows instantaneously, without the VIN if a car has a safety system by the make and model so $500 or about that should be more than enough to cover costs and the 15-20 min of labor that this is. Long and short Safelite is performing what we call a "bait and switch." They offer you a reasonable price and then at the end they change the price on you. They are probably doing the same to insurances. Quick note to Safelite.com these reviews are not only searchable by AI, but the government is now using AI to find people who are performing BAIT AND SWITCH operations online to look into them and successfully sue them or even shut them down. Just think about it and check on your policies. See if the costs need to be adjusted before you do this again to people.

Safelite used to be amazing. The last two visits I had weren’t amazing. The technicians were fine and did a great job, but scheduling is a nightmare. A week or more until the first available appointment. Appointments used to be available within a day or so of your call. Repairs need to happen quickly so the crack doesn’t have as much chance to spread. If I needed a replacement there would have been no way I could wait a week and potentially not have been able to drive the car. They no longer provide phone-based customer service for appointments. That’s great, as their website was down for at least a day while I needed to change my appointment. Their chat bot was no help. And apparently there are very few real people that are willing to help. I finally got the website to work, and again the earliest rescheduled appointment was another week or more from my original appointment. Good cost-savings measures there, let’s just turn our backs on the customer. What happens when someone might not be able to use the internet to schedule, like an elderly person? I guess Safelite is just OK with losing that business? Once you get the technician there, things are fine. They are polite, professional, and do good work. I am dissatisfied with the replacement part they used for a back window on my truck. It’s so cheap compared to the factory original window. But it works. It seems Safelite corporate has done everything they can to cheapen their service offering, to the detriment of their company overall. I’ll be using a small shop next time.

My suv had a small crack after Safelite replacement which brought rain in my internal system shutting down my car!!! I had my jeep windshield replaced in my driveway and all things were good…to the eye. I didn’t drive my car until two days later after some rain had passed and my car had issues starting but it eventually started. Then within a week I found myself getting stuck with it not turning on at all. It wasn’t my battery so I towed it to Jeep dealership to inspect it. They left it outside the dealership and one day it rained heavy. Thankful that it did rain because that’s when they discovered a small seam crack which allowed the water to fry my Jeeps system hence the car shut down on me. They confirmed it was a glass install error so I most definitely made my call to Safelite to foot the bill. They came back at me with a standard process to bring their inspector to confirm if it was their fault. To no one’s surprise, it was theirs. Manager Jeff told me he’d send a check within two weeks and that became months, but I got it. I will not be using safelite again due to the back and forth of calling in to get my reimbursement. Note: if you are delaying payment to a customer, at least check in with them frequently so they aren’t left wondering if they got ghosted.

Today I was in this auto glass repair shop. I am full of despair and anger because of the very poor quality of work! This work is not even worth the money that my insurance paid them, which is $70! If I did it without insurance, they would have demanded $220 for 6 minutes of work, it is terrible! I was previously told that the work would last about 30 minutes, since the damage was significant. I thought it would be a glass operation with the appropriate tools and equipment. But their master managed to do it in 6 minutes! Please tell me how you can do a quality job in 6 minutes??????? Instead of admitting their guilt for the poor quality work they are telling me to call my insurance to give me another shop. I have heard that American shops are a complete horror but I did not think it was so bad! Do not go there, do not waste your money and time!!! Shame!!!

I went through my insurance when I got a crack in my windshield and of course I choose safelite. Safelite did an excellent job! This is the second time within 10 years that I’ve had to have a Crack repair. I got an email in plenty of time to Remind me of my service time and give me a picture of my technician and his name. The technician called me in advance to let me know they were on the way upon arrival we made contact as they came to my house. I was explained very clearly the process and details and the time it would take to complete the job I was receiving text updates and email updates as the job was being completed and when he was done, I got a final cost of everything in my email. I would like to say that Ray did an excellent job very courteous, very polite and an excellent technician.

I had my windshield replaced at my work this week by a technician named Miguel. He was amazing! He texted me to let me know when he arrived so I could take my keys to him. He had a bright and bubbly personality and I walked away knowing my car was in good hands. Upon return from the test drive after the service was completed he again texted me to let me know he was back so I could go retrieve my keys. When I got outside he was more than pleasant and was proud to show off my windshield to me, stating it was “brand spanking new” and that I should take a look at it! He left my inspection stickers/piece of glass in my car for me and taped up the edges really good around the glass. If I ever needed Safelite’s service again, I’d be asking for Miguel in a heartbeat!

Miguel was great very attentive and was as efficient as the weather would allow him to be. Made me feel really comfortable with the whole process and even dusted off my dashboard which looks super clean now. He also went above and beyond to contact the manager and help me resolve my insurance payment which was more than the rate they gave me. Safelite gave me a better rate than the insurance I pay for. Thank you as well to the very nice and attentive front desk lady who helped me along with the process. She was also very customer service oriented and made sure I was being helped while on hold. Thank you to the manager as well who fixed the issue and even redeemed my discount for me. Made the process simple and not stressful at all. Would recommend

Let me start by saying that all of the people working at the Whitehall location were professional and did their jobs well. They deserve 5 stars. The issue I have is the differential in pricing and consistency of explainations from online where I started, to their call center which I reached out to confirm pricing (because you cannot call the store directly) to the pricing and what it included when I got to the shop. Very disjointed process that results in a less than ideal customer experience. This shop has done work on 3 of my vehicles, and while the quality of the work has always been good, their call center and processes need some work.

This place is a joke. I showed up a few minutes late to a drop off appointment with 7 hours of business hours remaining, Willing to just leave my car for as long as they needed and they turned me away. This business is also shady. They quote you one price online and then send an invoice that more than doubled an hour before the appointment for a camera calibration. $650 to calibrate the front camera which requires a flew clicks in the software after the windshield is installed. Who charges $650 per hour for labor? This isn’t neurosurgery. I would NOT recommend this place due to its shady business practices.

I have been trying to get a service issue resolved for over a year. Trim parts were broken during the replacement of my glass and I have spent countless hours since April 2024 trying to get this issue resolved. The manager keeps lying to me and promising that parts are ordered . The corporate customer service has been no help either. I call and get the run around. Nobody follows through as I am told they will. It has been over a year and my service has not been completed!!! Do not use Safelite unless you want to spend hours on the phone trying to get resolve.