Safelite AutoGlass

On 2/17, my 2009 Toyota Avalon needed a windshield replacement. Since I was working, my wife took our car to Safelite on Lovell Rd. Prior to this appointment, our car had not been leaking any fluid nor were there any issues with the brake system. After our car was in the bay for over an hour, the tech told my wife that he was having difficulty removing our cracked windshield and that he saw some fluid underneath the drivers side that “wasn’t water” after he began working on it. There were no fluid stains in Safelite’s parking lot prior to our car being in the bay. Eventually, they completed the windshield replacement. Afterwards, my wife called me while coming to pick me up. She said that the brake light was on the dash and that the emergency brake wasn’t on. This light was not on prior to this repair nor were there any leaked fluid stains at our home. When she picked me up, I immediately saw grease stains along the ceiling and floorboards. Glass shavings were scattered on the dash. I immediately called the shop and informed them. They asked me to return and they would take care of this. The manager inspected my car with me. He asked me if I was sure that the grease stains and glass shavings weren’t already present prior to the windshield replacement… This was my first indication that Safelite would not have integrity with their work. After having to explain that these weren’t present prior to their repair, a tech came out and cleaned the inside of the car. I asked about the fluid they saw after initiating the repair, and they said I should have it examined by a shop. I immediately drove to Firestone and had loss of pressure in my brake system en route. It was discovered that the brake fluid reservoir had been completely bent and broken, causing the leak. The brake fluid reservoir is directly below the windshield on the driver’s side and is not damageable unless direct pressure is applied to it. The brake fluid reservoir was never worked on previously and it was evident that the damage was done during the windshield replacement as there was no fluid leak prior to its repair. This cost $562. On 2/19, I called Safelite’s customer service line and was re-directed to speak with the store manager, Charlie. He was unprofessional, condescending, and dismissive in his responses toward me, emphasizing that it was the “year of my vehicle” that would precipitate the damage to the brake fluid reservoir. I immediately called the customer service line again and spoke with another representative who sent a referral to the district manager, Nicholas Moran. After no response, I called again on 2/21 and spoke with another representative. She sent an email to Nicholas and said I would hear back the same day. I received no call. On 2/22, I spoke with another representative who noted that Nicholas was in a training session and that if I didn’t hear back by 2/25, to call again and we could escalate. On 2/27, I spoke with another representative who saw that the store manager(Charlie), district manager (Nicholas), and quality assurance manager had allegedly convened and decided that Safelite was not at fault. This was not communicated to me prior to this call. If I had not followed up, nobody would have informed me of this decision. Neither the district manager nor the quality assurance manager ever spoke with me directly nor viewed the images I had of the damage inflicted by Safelite. The customer representative was considerate enough to offer a $100 check as a courtesy gesture separate from the individual shop; however, this still left me with a $462 bill caused by their shop. Of note, I never received this $100 check. Additionally, I discovered that my rain sensor for the windshield was not functioning following the windshield replacement when it was working previously; yet another issue with this shop. Unfortunately, I am not the only customer at this Safelite location who has incurred additional repair costs from damages caused by the techs during the windshield repair/replacement. The reviews mention the same dismissiveness I received.

I honestly had the worst experience through Safelite. My front windshield and my front passenger window was busted. I took my car to have both windows fixed on August 7th. They fixed my front windshield then when I came to pick up my car they told me they ordered the wrong window for my passenger side door. This was really frustrating because they waited until I picked my car up to tell me and I had to go out of town and had to drive with a busted window. So eventually they called me and asked for my VIN number to ensure they ordered the right window this time but I was not in a position to give them my VIN at the time. I called back and gave them my VIN number so that on my appointment on September 9, 2024 they would have the correct window. Well the 9th rolls around and I set it up where I could drop my car off and go to work then pick it up when I got off work. 4:30 rolls around and I pull up to Safelite just for my car to be sitting in the exact same spot I left it in. When I went in to ask them about it they promised me that it would be done by the end of the day and even though the close at 5 they would still work after to get it done. So I left and 30 minutes later they called me back and told me that they actually don’t have my window and that I needed to come pick up my car. I called customer service multiple times and absolutely nothing was done or resolved. It’s now September 16th and they still haven’t called me or anything. That said, I ordered a window for my car off of Amazon and had my boyfriend install it which took all of 30 minutes IF THAT. I would give this place zero stars if I could. I had nothing but the run around after run around with Safelite. However, it was much cheaper for me to order the window and have my boyfriend do it anyway. Instead of it being 500 dollars I only paid 175. 0/10 would NOT recommend Safelite to anybody. Additionally, there’s no number to reach the shop. EVERYTIME you call you get an automated “person” on the phone. I would take your car somewhere else for sure. Or if you know anybody that can watch a YouTube video and see how it’s done, save yourself some money. Whoever is running this business needs to reevaluate and do better because that is not how you run a business. The whole experience was terrible and absolutely ridiculous.

I went to this shop after a friend recommended it to me, who went a few years ago and said it has the lowest prices. Apparently the prices have increased since then. Pros: When I arrived there, they are very professional and friendly, and were able to squeeze me in within the same two hours (I went without appointment). Cons: Very expensive!!! Much more expensive than other shops!!!! When I arrived there, they took a look at my chip and told me it was fixable. My windshield chip repair was not successful- which is a risk that you have to take (they make you sign that before). Two days after the repair, my windshield cracked significantly. They did tell me right after the repair that the repair was a success, I guess you can't really tell at that point if it was really a success... So I called them to make an appointment to replace windshield, they do credit the cost to fix the chip (in my case around $130) towards the replacement if the repair failed. However, even with that credit in there, other shops in Knoxville are much cheaper!!! Without the credit, at their place it would have cost me in the low $500 to replace the windshield, while at other places it costs around $340-$420 total - and I called every shop in Knoxville to get estimates. And they are by far the most expensive place in Knoxville. So even with the repair credit of $130, I will save money by going to another place, which I will definitely do. I did ask to get the money back or if they would price match but that was not an option for them - fair enough I guess. I am still a little salty about the $130 I spent for nothing, but I do realize that I took the risk of the repair failing. So please people inform yourself about what happens if the repair fails and how expensive it would then be to replace the windshield at that shop. I would not chose this shop again to repair a chip, because they are so expensive. First photo is the original chip before the repair. Second photo with the crack, is two days after the repair (you can see the original chip towards the right where crack goes through). I sadly did not take a photo right after the repair, but the chip was less noticeable than before - until it cracked two days after. Edited to include photos.NegativeValue

I will say that the work seems to be ok so far, but the management is misogynistic. My wife dropped her car off at 8:14am for her appointment, and Charlie the store manager was very rude to her because she didn't drop it off before they opened at 8am. He was condescending to her and told her since it wasn't there then he will have to work her in. She called me from the parking lot to tell me she just dropped it off, so I have time stamped call of when it was there. I called at 2:30pm to check on the status and Charlie answered and I asked him what the status of the repair was since I hadn't heard from them and it was supposed to be completed by lunch. He was very rude to me as well but I continued to be professional and asked when it would be done and that we had another appointment that would last from 3:30 to after 5 when they closed. he said he be there until 6 and I could pick it up after. They called me at 5:25 when I was on my way to pick it up and said it would be another hour or so as they still had not even started it. With my 7mo old crying tired baby with us my wife dropped me off and I waited for it to be done. I asked Charlie about why he was so rude to my wife in the morning and why the first car of the day purposefully got pushed until well after their closing time, and he lied about being rude (or is not smart enough to recognize it), and proceeded to try to tell me she dropped it off an hour late which I know was a lie because we were over 30 min away at another location before 9am. We got the car back and safelite has forever lost a customer and I will be filing a misconduct report for the large misogynistic man behind the counter

I took my broken drivers side window in to be replaced. They replaced but there was a bad warp in the glass and it would not roll down. They rescheduled me and put another piece of glass in and when I was leaving I rolled down and it stuck. Then would not roll down. The service tech blamed my regulator going bad in the window motor (which was probably due to the warped glass installed). He asked his manager and they said maybe it was just overheated from them working on it and to go and just call if it didn't work properly later. It did not work properly, called and was told I had a bad motor likely and would have to go get fixed (on my own dollar). Then this weekend I tried to roll down window while driving and the whole window fell into the door (I caught it and pulled it out in one piece). I called and have not heard back although the service agent said it sounds like a bad regulator (which again was not bad until two pieces of either warped or non-functional glass was installed. At this point I feel a full reimbursement is due to me. I can bring back the window to get my money back and can take it elsewhere unless Safelite can make this right. I am easy-going and don't cause a fuss, but this situation is not right and I can't even talk to someone to get it resolved. *******UPDATE: Manager called back and said it was my responsibility, even though I never left Safelite with a functional window. I've never experienced customer care like this. Oh well now I know who not to go to and who not to recommend!ServicesAuto side window replacement

Extremely Disappointed ★☆☆☆☆ I rarely leave negative reviews, but this experience was frustrating from start to finish. The [service] did not meet expectations at all. A new windshield was installed, and they failed to remount my dash cam correctly (twice) said there was nothing else they could do if it keeps falling off the windshield. (The dash cam was installed 3 years ago and has never come off). My thoughts are if you take the job to replace the windshield and it has a dashcam, you are taking the responsibility to replace/mount it correctly. You just can’t say, “well we tried”. If you don’t know how or don’t want to do it, say it up front and the customer can go to another company that has the expertise and provides 5-star service. I reached out to support, but the response was slow and unhelpful. Good luck trying to reach the front desk of your local Safelite provider, they will just re-route you back to customer service. On four different occasions the customer service agent tried to reach someone at the Safelite provider who installed my windshield, and no one ever answered the phone. I ended up having to drive 35 minutes the next day to discuss why my dashcam fell off 30 minutes after they installed it. Safelite Lovell Rd, Knoxville, TN 37934 has earned 1 star. I will not be using this company’s services again and would not recommend it to others.

We scheduled a windshield replacement through Safelite. They came out to us to replace the windshield and later that day, my husband found the cameras on the truck were not working. He called the safelite technician, who stated that there were not cameras on the truck. After insisting that there were and they were working fine before the windshield was replaced, the tech came back out another day to try to recalibrate. This still didn't work, so we were told we had to take it to this Safelite location. We did that and they couldn't fix it so they ordered a new windshield and had us set up yet another appt to bring it to them. New windshield came in and we dropped the truck off again (which, by the way, is highly inconvenient due to the location we HAD to take it to and my husband and I having to both take off work or rearrange schedules to accommodate this). Turns out, the new windshield wouldn't work either. The Safelite location said there was something with the connections between the windshield and the cameras that is bad and now they have to find a new distributor. We don't know when this will get fixed, but my husband has been without his cameras since the initial windshield replacement (over a month now). We are highly disappointed and will never use Safelite again.

I took my car in for a chip in my windshield that was smaller than a dime. The technician working on my repair left my car under repair to go assist another technician search for another customer's replacement windshield( I know this because this is exactly what he told me). While he was away from my car, my windshield cracked. So, now instead of a small chip, my windshield has a crack about 4-5" long and will need to be replaced. And instead of costing $188, It will be MUCH more-either through my insurance deductible or out of pocket. I understand that it sometimes happens but my car was neglected during the repair process and another customer's service was more important than mine. When speaking to the manager, the only thing he had to offer was that he " knows the technician and his character is good" which was never in question by me at the time. My car was not the only one that was under service that day and out of the 4 vehicles and customers there while I was (all within a 2hr window of time), ALL 4 had repair/replacement issues. I'm very dissatisfied and will not use this company again. It really comes across as a way to get more money out of insurance claims through replacements vs. repairs.

On a Monday, I placed an online order as per my insurance carrier. I contacted Safelite customer service because the online order did not show an accurate diagram of my vehicle. I spoke with a call center associate and they assured me after reviewing with their supervisor the correct replacement window had been identified using my truck's VIN. It would be 7 days before they could complete the installation. On the Saturday before my Monday appointment, Safelite called me to confirm the appointment. I again requested a confirmation about the correct replacement window for my truck using the VIN. Again, the call center associate assured me the correct replacement window was identified. On Monday at 08:30, the Safelite technician arrived to replace the window in my truck WITH THE WRONG WINDOW! I cancelled my order with Safelite. I immediately called the another Auto Glass replacement company and had the correct window replaced the next day. A huge miss by Safelite! I will not use Safelite again.

I did not receive a receipt until the following day and only after contacting customer service. My technician told me I would receive one in 5-10 minutes after the service. It was only after he left that I even received the text message saying my technician was beginning the work on my car- and only the following day that I received all the other texts saying they are wrapping up the work and that they’ve completed the work. The receipt is clearly an email you should receive in the moment when you pay because it tells you the time you can safely drive your car again. When I contacted customer service they told me the reason I hadn’t received the receipt yet was because the money was only authorized. But actually the email I got today literally even provides a pre-authorization receipt. It was all pretty shady. And I was supposed to receive text messages with the ETA of my technician but I never received those either so I didn’t know what time he was coming until he called to say he was on his way.