Safelite AutoGlass

Covington Pike location in Memphis is a joke. I made appointment for windshield replacement and was told to drop off by 9:30am dropped car off at 9am there were hardly any cars on the lot. Went home and waited to be notified the work was done. By 2pm still had no texts from the location on the status of the replacement. Called the corporate number and they told me to be there by 5pm and it would be complete. Show up at 4pm and it is STILL in the lot in the same space I parked it in. I asked why it wasn’t done and was told it would be done when they get it done they’ll stay after closing to get it done. At 4pm the lobby is packed with people who weren’t waiting when I dropped off this morning leading me to believe they get people waiting in the lobby and those that leave to come back later are moved to the end of the line. ] As of 4:34pm it is still out in the parking lot and closing is at 5pm. They finally started on it at 5:04, meanwhile the people who were here LONG after I dropped my car off at 9am are gone. It’s now 5:41PM no one is in the lobby but me and one other person and still the vehicle is not finished. Asked one individual whose car was finished what time he dropped his vehicle off he said 9:30am. I dropped mine off 30 minutes before him and still have not got my vehicle back. When I said why wasn’t my car done before theirs all I got was deer in the headlights looks. The store manager and area manager will be made aware of this. Another person had their vehicle finished before mine now I’m the only one left and it’s 6PM. At 6:15 PM they FINALLY called my nome only to tell me the calibration of the windshield wouldn’t work so I would have to come back and they would have to order an OEM windshield to replace mine and I’d have to come back on August 26, TWELVE DAYS LATER. When I asked why it took them so long to get to my vehicle after dropping it off at 9am, I was told “Yours was an all day appointment, if you had made a time to drop off then we’d have got to it sooner.”..this information was NEVER conveyed to me when I left the car this morning at 9AM, and is a LIE because the person who picked their vehicle up before me dropped theirs off 9:30AM. When I brought up being refunded the repair cost of the original crack that expanded making it necessary to replace my windshield, the employee at the front desk (young woman with tattoos) argued with me that I would have to speak to the manager about it when the documentation I had from Satellite CLEARLY states that if the repair doesn’t take and the crack gets big enough to make it necessary to replace the windshield the cost would be refunded to me. I had to sign a paper to get my vehicle back so now I’m driving a car with no lane assist, no collision detection, no assisted cruise control for the next 12 days. Thank you for wasting my entire day. Once I FINALLY get my repair completed on August 26 I’ll be using the dealership for any future windshield repairs and tell my friends and family to avoid Safelite.

I had an appointment on 7/29 at 4:30 pm. Everything went smoothly as far as I can tell. My technician was friendly and informative. Unfortunately, I got 5 minutes from the location and my windshield was popped with another rock from a speeding car on a residential street. When I got home I scheduled another appointment through a separate claim with my insurance for 7/30 at 4:30 pm. I got an email confirmation on 7/29, the exact night that I made the appointment online with the help of my insurance company. On 7/30, I got a reminder email at 7:07 am and then a reminder text at 8:14 am for the time, date and location I selected. At 2:30 pm I received a text from a unknown local number stating “Hello you have an appointment with Safelite at 4:30 pm we have a cancellation if you would like to come in early”. I replied “Hi! Thank you, but I will have to keep my scheduled appointment. I don't get off work until 4.” I then received one final text from the same unknown local number that said “Ok see you soon!!” I didn’t worry about anything. I left work at 4 and headed to the location. I made it there 4:20ish. I get in and give my name and the desk clerk says that they don’t have me on the schedule. I informed her that the appointment was made and verified through my insurance as they have a partnership with Safelite and were able to confirm my booking online. She stated that they must not have saved the appointment to the store’s schedule since customer service works from home. I let her know that I had been scheduled as I received a text from someone at their location asking if I would like an earlier appointment. She looked at the text as if she were completely lost saying that she didn’t know who would send it. I stood right in front of her and called the number. Her personal cell phone rang. She stated that the customer service line was forwarded to her phone. How does a text with not a single punctuation come from a customer service line? There would have been no problem if my appointment needed to be canceled, but the fact that the appointment was cancelled without informing me, not a single technician was on site and it wasn’t 5 o’clock yet and the need to act clueless pissed me off. I was offered a reschedule, but I refused as I don’t need a second time to be treated unprofessionally. I’d watched customers on 7/29 have issues at the desk, but decided that it wasn’t my business and I didn’t know the extent of the customer’s issue, interaction with the business beforehand or dissatisfaction overall so I did not let the interactions influence my decision to return on 7/30. I should have.ServicesAuto windshield repairPrice assessmentGreat price

Had a scheduled appointment at my house July 1st from 12-5. He was a no-show. So. The guy I talked to at Safelite this morning (July 2nd) at 8:02 set up an appointment for tomorrow (July 3rd) 12-5. Looked up the appointment at 11:00 and didn't see it. Called Safelite and was put on hold for 30 minutes. Hung up, called back. The guy (Ryan?) told me that the appointment wasn't made. Said first thing he had was Saturday 5:00. I said no. He said there was an opening at 1:00 at Covington Pike. I said ok. Had to go out and push the shattered glass out of my truck door because I didn't want it flying all over the place on the way over here. When I got here they didn't have a record of my appointment 😒 refreshed their computer and there it was. She printed it out and said you can pay me. I told her I would pay when the work was done. Lunacy. DeAndre(?) said I got you, took my keys and did the entire replacement in 45 minutes. (You need to keep this dude). Tried to pay on his phone app and there was an error, Wi-Fi connection or something 🤔 Tried twice more and same error. So he texted me a link. Clicked it and it took me to the Safelite homepage on the web. Trouble was there was no way to pay. Clicked the "Chat" button (because no way was I going to call the call center again) and ROBO-chat was utterly useless. Wrote most of what I am writing here in chat text. Never a resolution. Then - BOOM - two days later there is a withdrawal from my checking account. IMHO Safelite needs to review and revamp: 1. Customer service call center 2. Automatic scheduling of appointments for mobile service. 3. Entire navigation of the Safelite homepage. 4. Management that doesn't follow up with customers who have problems. The shop did an excellent job of installing my driver's door glass.

4/1/25 11am: I’m not sure who I spoke to on the phone but this business needs to be reported because their employees laugh in your face and humiliate you when you’re talking to them on the phone. This one guy said that “you have a poor lack of understanding of how cars work” when I was seriously telling him about A problem that started with Safelite and that the company should be held responsible. My car was completely fine until Nashville messed it up. I came to Memphis while doing an away job and thought they were taking my concerns seriously about my wiper blade malfunction, wind strips and windshield. I asked them if they fixed the wiper blades and he said that there is an issue with the wiper motor. I’ve seen reports online that when Safelite repairs windshields that your wiper motor end up getting damaged (Nashville).. He declined to fix this and laughed in my face. I’m holding Safelite as a company responsible for my vehicle damages. This has been reported to the BBB and the humiliation I received today has been reported as well. UPDATE: When I picked up my car, some employees saw how sad I looked when I came in. I was on the verge of tears and full of hurt. They recognized, apologized for the other employee who spoke to me and said they will speak to that person. 4/2/25 They are going to fix my WINDSHIELD WIPERS!!!! Steve is the BEST manager who has true sincerity in his heart and I am forever grateful. He has been there through and through since learning about my situation. I hope every employee at Safelite can reflect his moral character.

ABSOLUTELY INSANELY ASTONISHINGLY TERRIBLE. I scheduled and confirmed an appointment for a windshield replacement with a window between 8a-12p today. After not hearing from anyone at 12:15p, I called customer service. I had two different customer service reps try to call the store, call the technician assigned (Justin), and email the store multiple times, and they could not get through to anyone. They gave me the technician's phone number, so I called him LITERALLY 8 times. He only answered once and immediately hung up. I felt like I was being scammed out of the nearly $500 I paid to what I thought was a reputable, dependable company. Finally, after talking to a third customer service rep, she told me there was a note in the work order submitted at 1:29p (while I was on hold with customer service for the third time) saying "appointment cancelled - glass scratched". She and I were both astonished that no one notified me of this random cancellation they submitted an hour and a half after my scheduled appointment window. I made sure I didn't miss any calls, texts, or emails as well, so they DEFINITELY didn't even attempt to notify me. The customer service rep refunded me in full. I will be using another company to replace my windshield and will be sure to advise everyone I know against using Safelite. I truly cannot believe how incredibly terrible of an experience I have had today.

Windshield looks great and really needed replaced; however, we filed this claim via insurance company & safelite contacted us (we didn’t contact safelite first for a quote) and on our insurance, it shows a $500 deductible for windshield replacements. Appt was between 3-5pm and the person arrived closer to 5 which is fine (keep in mind what time persons manager would be off work and what time the job is finished). Well job gets done close to 6 or so & im told the total and it’s almost $800- and then when I mentioned that we have insurance I was questioned and told no insurance was on account (even tho we were contacted after a claim was filed) and dude couldn’t get manager on the phone so I was stuck paying the extra $300 and told I can try to get reimbursed by my insurance company. Was also told that in the future, to call and cancel my appt and say it’s “too expensive” and I’ll be offered a $100 off coupon. I say all of this to say, the price/insurance part should’ve been discussed prior because what if I didn’t have the extra $300 to spend? Then what? Would they have removed said windshield then I’m left with nothing? There’s was no conversation other than dude taking the keys from me (didn’t say a word before leaving in my vehicle to go around the block either and I didn’t know this was apart of the process- again, it’s fine it’s his job but the communication was lacking)

If at all possible, use a local glass repair company that actually has someone to answer the phone. I've been on a week long journey with two different Safelites in Memphis and they have run this trusted name into the ground. As for this one specifically, the young lady at the front is very nice and helpful. However, as soon as I walked in I was told that I needed to pay for a recalibration on my cameras following the windshield replacement. At the tune of a $500 additional charge to the original quote. I questioned why wasn't it included in the quote since the vehicle information was auto-populated when I entered the VIN. I opted to use the self pay option since my insurance deductible would have been around the same price. I had to make a new appointment with another Safelite using my insurance to pay for the recalibration only to be told that they double checked it and it wasn't required for my vehicle. So I'm not sure if this Safelite is extra cautious or extra grimy, but I definitely wasn't coming out of pocket an additional $500 over the initial quote. And even if you thought it was needed, why wouldn't you call me prior to the appointment instead of bombarding me with this information when I walked through the door?

Just sharing my experience with Safelite so that people can stay far away from this company. My 2015 Nissan Rogue was set up to have the windshield replaced on 2/14/2025 at my house. Technician showed up and did a good job on the replacement, but was missing parts. Told my wife that he would reach out to his manager and come back with them. Never heard from him. I set up a warranty call for a technician to come back on 3/19/2025 and hopefully put the parts in. Technician came to my house and saw the parts that were missing. He said that he would reach out to his manager and get the parts and come back. Never heard from him. I set up another warranty call for a technician to come back on 4/21/2025. He looked at the parts needed, said he would reach out to his manager and get the parts ordered. Never heard back from him. I called corporate on 5/12/2025 and told them that i still have parts missing from my windshield. They said that they would reach out to the store manager and he would contact me. Never heard back from him. I paid Safelite out of pocket since the crack was not covered by insurance due to size. 3 months later and 4 calls, they will not complete the job.

Had a rock chip which needed repairing in May, so called to have them come out (as commercials state). They said they were too busy and that I would need to make an appointment and come in. So I took time off work to go there and the repair (small rock chip) failed and a crack line in drivers sight of 3 1/2" by 1" appeared. We leaving on 6 hour trip next day to grandson's graduation. Drove with the crack. Came back and called for an appointment - was set up for 7 am on Wednesday- the next week. In dropping off the vehicle, my husband thought the business was shut down - dark inside and no one there. He finally caught sight of someone at the desk who came to the door and said they did not open til 8am. At 8:05 am, woman called me to say they could not fix my windshield because they did not have the glass in stock.(Mind you, they had a week to order and have in stock). My husband had to catch a ride with a co-worker to pick this up. Called customer care about all the inconveniences, she said she tried calling and could not get an answer, but was emailing the manager and district manager to call me. This is the 3rd day - and no one has contacted me. Bad business!!!

09-03-24 The staff are very friendly and professional. I made an appointment to fix my windshield. They were on time, my truck went straight in. 12-05-24 I reduced my rating from four stars to one star because of the following. 1. My windshield leaked. You can not call the office nor can you make an appointment online for them to fix it. I had to drive in to schedule an appointment (second time in) 2. I scheduled an appointment. Came in, third time in. The technician said that a drain in the dash was stopped up causing the leaking into my truck. 3. 12-16-24 Still leaking! Had to drive in to make another appointment. 4. 12-23-24 Arrived for my appointment, FIFTH TIME IN. Even though I had two texts and an email they did not have me on the list for an appointment. I HAVE ZERO CONFIDENCE THAT THEY ARE GOING TO FIX MY WINDSHIELD. This facility sucks! And since they did not have me on the schedule, I sat there until 8:45 when they finally took my truck in. I left shortly after 10:am. 12-27-24. My windshield is still leaking