Safelite AutoGlass

I've used Safelite in the past and had decent results for a few Jeep windshields. But this last time I had to have my wife's Subaru windshield replaced and calibrated and the process wasn't ideal... The install process was fine the first time, but the workmanship of the repair when we got it home was subpar and rushed (see photos). The Safelite aftermarket glass was also warped and distorted. This isn't a huge deal except getting in contact with the shop directly via phone is impossible. You're forced to call the 800 number and do phone system jockey till you can finally get someone on the phone. The over the phone warranty process is painful too, you must go into the shop again to have someone take a look and say "yup we'll have to replace it", then wait for the part and come back another time. I'm nearly an hour away so each trip burns two hours of driving (understand this is unique to me) I get it sorta, they don't want inventory they can't get rid of. But it's wholistically inconvenient for the consumer. Wish I could have sent in pictures and had it pre-approved and ordered over the phone. Kind of like an insurance claim with Progressive. The second install went ok and the workmanship looks much better, but the aftermarket glass is still distorted (I'm just gonna deal with it if it doesn't leak). In hind site I really wish I'd just asked for OEM glass, but this being out of pocket for me I figured it'd all be the same... Overall the staff at the actual location are very kind and professional. I do wish this location particularly had a bell or buzzer. Occasionally you stand at the glass waiting on someone or have to awkwardly knock on the glass. It's a small thing but something to consider. My two takeaways here are always request OEM glass, I've had zero issues doing this in the past, and if you can find a more local place that you can contact and work with directly that would also be a HUGE plus for me. A third takeaway is take the time to inspect the install before you leave. My wife picked up her car so I didn't' get to see it till it was home.

I just had the worst experience with this company. On 4/29, the window of my car got broken. I immediately filed an insurance claim and got connected with the local Safelite for it to be installed on 5/8. They confirmed my appt on 5/7. I then received a call from the local shop later in the day on 5/7, stating the part was not available but should be there by 5/9. I called back on 5/8, 5/9, and 5/10 attempting to speak to someone. I had to call the call center and they were clueless about the status of the part. The call center would attempt to get in touch with the local shop, but would tell me no one was answering the phone. I finally reached someone at the local shop on 5/9, and was told the glass had arrived in Nashville the evening of 5/8. Staff told me it would be delivered to the local shop on 5/8 and I should be able to get it installed on 5/10. I was told they would call me back by end of business on 5/9 to confirm all of this. No one ever called me, and I attempted to reach them but never got a response. I called again this morning, and was told they had no idea where my part was and the only person that could answer this was working from home today. The customer service has been horrible and almost 2 weeks later, I still do not have my window repaired. I called and cancelled my service with them and contacted Calliber Auto Glass. They were extremely helpful and were able to confirm with me that they had called the dealer and my glass would be here in 2 days. I would never recommend Safelite to anyone. Had I not called Caliber, I would probably still be dealing with this nightmare.

My son hit my driver's side front door window and produced a crack but did not shatter it, and the window functioned fine. Scheduled to have window replaced on 12/30/19 and a technician came and replaced the window in about 20 min. He mentioned to me that a bracket had somehow broken and but assured me that it would work fine. I paid him $372.48. After 1 attempt to roll up and down the window it broke and the glass slid down to leave an open window. I called and they said the earliest they could come and fix was on 1/9/2020. I was assuming this meant they would fix it back to normal, but instead they just taped a new window up, but also let me know that now the regulator and the steel cable were also broke because I had rolled down the window once. I called the manager and he said that this was just something that happens in cars that are 10 years old, and there was nothing he could do. He said I should go to a mechanic because if I had Safelite fix it they would be really expensive. I feel like I got taken advantage on this and unfortunately will not be back. I also feel like I should warn anyone with a car more than 8-10 years old to not go to Safelite to get your window fixed before they fall into the same situation.NegativeQuality

Safelite came to replace my windshield 1/30/24. He called and told me the windshield fell and was broken but he had to install anyway and would repeat replace. The next day after seeing my car in the sun, I saw they had scraped the paint off my hood and tried to touch it up with the wrong color white paint. Despite numerous attempts the manager would not answer the phone nor speak with me. I messaged corporate. I was told I could not submit photos of my body damage and their tech would take pictures when my windshield was (again) replaced. After this, the manager did call and agreed to have my body damage repaired. They did provide a rental car as I asked. However, when trying to call while the car was being serviced (to update timeline etc) I could again typically not get anyone to answer the phone. No answering service/machine/etc. He did not call me with the rental car info like he said he would. I had to make numerous phone calls to get someone on the phone. Usually at least 4 calls to reach someone. I now have my car repaired and back. I would never again use this company due to the dishonesty, deceit, and poor customer service/communication from management.

I can't begin to tell you how disappointed I am with the service and the quality of work of this place! I brought in my semi truck to have the windshield replaced, it took them a little while but they did put in the new windshield I drove it off the lot it started raining and it was leaking! I made an appointment to have my truck taken to a repair shop to have some other work done on it, so they sent two guys out to the repair shop to fix the leak and they said they could not do it it because they were afraid to break the glass and didn't have a spare windshield. Then I had to set up another appointment, the guy came out by himself and said he could not do it because it needed to be a two person job and he was by himself! So now I had to take it into their shop to have it replaced which I had to find a ride so I can bring my truck in and I missed my appointment now I had to wait for several hours before my windshield can be replaced! My advice is to not bring your commercial truck into them, maybe they are good with vehicles but not with commercial trucks!

Pretty upset... I live an hour away from this location, which is the nearest one to me. I went to pick up my car because it was "done". I paid, and went to my car to look over the work done. There was blood and that sticky black glue on my car's interior (I cleaned it with hand sanitizer!), and the dash was covered in flecks and chunks of the old seal (my friend told me they vacuumed his, and I know my car isn't the cleanest, but come on...). But the biggest problem I have is that the exterior seal of the windshield that I JUST HAD REPLACED was cracked quite noticeably. The guy who was very good at speaking told me that it would have to be filed as a warranty claim, and that I would have to COME BACK to have that fixed... I can't believe I just paid $80 for labor, and I have to come back for a warranty claim, even before I drove my car away from the repair center... #mindblown

My appt was 10:30 am 2.17.24. I arrived at 10 am, after having to provide all of my insurance information again (I did that on the 28 min phone call last night ). 12:07 rolls around my Pathfinder is still sitting in the same spot I parked at 10 am. Now the person that checked me in stated they would need 2 to 3 hours to complete the service of windshield replacement and recalibration. So after 1 and 1/2 hours of sitting in the waiting area and no word of them running late. I went to the window and asked for my keys. The person asked if I wanted reschedule the service I told him I will take my truck to someone that wants my business. He said we want your business but we are just running behind. Poor customer service I have used your company before no issues, even told my insurance I wanted to return to this location. Never again

I reached out to get a quote on replacing my back window and unfortunately, you cannot actually speak to someone on the phone. They force you to do an online form which didn't actually align to my situation and I could not get a hold of anyone to ask a clarifying question. Very frustrating that you are unable to actually speak to someone so I punted on using them and went to AAA Auto Glass which answered on the first ring with a live person and got me scheduled the next morning. No matter what button you press or what keyword you say, it wont' get you to a person and it eventually says good-bye and hangs up on you. While I can't rate how good of a job they do, I can tell you it is a VERY frustrating experience trying to get a quote. If you can't have someone answer the phone, I'll take my business elsewhere.NegativeResponsiveness

The glass installation is good, that part went fine and am have no trouble with my new windshie. I made sure to drop off my truck early, caught a ride so I could run other errands. Came back and hour after the scheduled finish time and they were just finishing my truck, not a problem. But then once they finished I waited an additional 45 minutes before they back my truck out because they had pulled 2 other vehicles in behind my truck. The. Once it was pulled out they didn’t bring me my keys until 20 minutes after I had to ask. Still have not received my paperwork through an email like I was told. I witness them run another persons car over the curb. I will never return to the Knoxville location again. Very unprofessional and were not considerate of my time.NegativeResponsiveness, Professionalism

Very disappointed. The worst experience i’ve ever had. The tech said my windshield has been replaced before and it’s almost impossible to take it off to replace so he had to smash it with a hammer 🔨. Then a hour later he calls me to say he broke the new windshield in half while picking it up. 5 Hours later I have broken pieces of glass Everywhere on the inside of my car now , and i popped the hood and it’s covered in broken glass. I had to let the technician use my vacuum to clean it but he barely did anything. Thanks For taking my $250!, i was better off with the crack in my windshield rather than wasting my money to get it replaced and now i have broken glass everywhere inside my truck.NegativeResponsiveness, Quality, Professionalism, Value