Safelite AutoGlass

TLDR: My technician Ethan never showed up to my appointment, however, he still filed a claim with my insurance company. I contacted the Safelite via phone and email and received no response or recourse. I ultimately had to drive 72 miles to another Safelite location to have my windshield repaired. The technician ultimately committed fraud. I truly hope this review leads to change. Full Story: My tech, Ethan, was scheduled between 8 am -12 pm. He called at 12:15 and advised he was on his way and would call again when he arrived. At about 12:50 I noticed a Safelite technician across the street, a few houses down from mine working on a Kia sedan (see grainy photo). I drive a Kia sportage, an SUV. I assumed Safelite groups repairs together based on neighborhoods and thought I was the next stop. 10 minutes later I see the technician enter his vehicle and speed past my house. I waited a few moments thinking maybe he was turning around. I then receive a notification that the repair on my car has started. A few minutes later I receive a receipt and message advising the repair is complete. Still, the technician never stopped by my home or called to say he had arrived. I called Safelite and was routed to the local office. A representative advised she would call the technician and give me a call back. This was over two weeks ago and I am still waiting on that callback. I also sent an email to customer support explaining the issue but have not received a response. I called Safelite two more times and was disconnected after explaining the situation and then was told by another rep that the technician probably couldn't repair it and there was nothing they could do. The representative asked if my car seats were red and black and I advised they were not. At this point it was clear that the tech worked on the vehicle but still Safelite provided no recourse. My insurance company had to submit a warranty revisit (even though it wasn't repaired initially) and I drove 72 miles to another location to have it repaired. The new location confirmed no repair had ever been attempted. This is just a gross case of pure incompetence and a clear dereliction of duty. I'd rather drive without a windshield than ever attempt to have it repaired at this Murfreesboro location.

I just had an unbelievable experience at Safelite’s Murfreesboro location. Here’s some background first. I had an appointment to have a windshield replaced 2 weeks ago. When I showed up after a 30-minute drive from Franklin, they told me that the windshield they had in stock had a scratch and that I would need to re-schedule for the following week. On the day of my new appointment last week, they called me to tell me that the replacement they got from their warehouse also had a scratch so they would need to reschedule me for this Tuesday at 8 AM. Considering the likelihood that the windshield for today’s appointment would have a scratch, I called Safelite this morning when they opened at 8 AM. I spoke with the onsite scheduler and she went back and confirmed that they had 2 windshields that were ok to install. I told her I was on the way. I showed up at 8:38, and checked in. After 20 minutes a tech came in and asked to speak with me. He told me that since I was outside of the 15-minute window of my appointment, they could not install the windshield. I explained my previous experience and that I had called to confirm before driving 30 minutes, but he curtly told me they couldn’t do anything to help. I asked to speak to the manager, Ben Anderson, but he was off for the day. I called him, but he never called me back. Overall, they wasted 2 hours of my time and were completely unapologetic. At the very least, the scheduler should’ve told me when I called to confirm that they had a 15 minute window that they enforce. This place is a mess and I’ll certainly never use them for anything going forward.

Went through insurance to get a windshield replacement. Setting up the appointment, dropping the vehicle off was easy. After the windshield replacement, we had saw that there was anti-glare coating missing on the touchscreen in the middle of the dash. I called back and the tech that worked on the car admitted to putting the oil change sticker on the touchscreen. Not sure that is the place of choice for a sticker.. However, I come back and Ben, the manager, proceeds to look at it for two seconds and say "Naw man that isn't us, we didn't do that". From there I could tell it was going to be a terrible experience. To make a long story short, even with proper evidence and the tech admitting to doing the damage on a Safelite recorded line, Ben still proceeded to insinuate that I did the damage and was trying to pull one over on them. After a month and a half of back and forth and going above Ben's head, the damage was rectified. Upon further inspection, multiple clips in the windshield wiper cowl were broken, the plastic around the rearview mirror has a clip broken, and there's a huge gouge where the left roof molding is due to the tech not being careful with his tool/knife when cutting the old adhesive away. Not to mention the roof molding itself had to have 3M double sided tape to stick back to the car. I read the same reviews everyone else did and rolled the dice, I 10/10 will never take my car to a Safelite after this experience. Find a local shop that takes pride in their work.

The only good thing I have to say is that the employees were nice most of the time. I brought my vehicle in for a windshield replacement on June 7th. I was told it would take about 4 hours, but it took 8. When I picked up my vehicle the glass was cracked, no big deal I was told before that a stress fracture had formed and they would replace it. So I returned a few weeks later to have another one put in, after 4 hours this time, this one however was not the correct glass and caused my heads up display to show double. They ordered another one and I had it put in a few weeks later. After 4 hours again it was the wrong glass and the heads up display was showing double and I was told to take it to the dealership because “something must be wrong with the heads up display,” after driving an hour to the nearest dealership and waiting for a few hours there I was told it was the wrong glass again. So another few weeks later they had the correct glass and after another 7 hour installation I was told that I needed to take it to the dealership again to have the safety systems recalibrated so I took it there and after waiting a few hours for the system to be recalibrated it was finally done. After my car spending 23 hours at Safelite over the course of 3 months with 4 new windshields my car is finally finished. Not once did I receive an apology from the manager so I will never waste my money at Safelite ever again and will make sure to tell everyone I know not to waste theirs either.

Their "lifetime" warranty is actually a 30 day from install warranty. Truthfully, by the way they acted, I doubt they would even honor that. Safelite replaced the windshield on my vehicle back in Feb '22. During this replacement, they broke a plastic part of the rear view mirror mount. As they are not responsible for the damage to the mirror I did not report this to them. I do not expect them to replace a 22 year old mirror. A crack has slowly developed at this location due to the stress of adjusting the broken mirror, that only became visible recently as most of the damage is behind the mirror mount. I also noticed a leak after a very heavy rainstorm which poured water into the passenger compartment on the passenger side. At this point I scheduled a warranty replacement. After arriving, two safelite employees at this location came up with multiple excuses to deny warranty service. It's actually the sunroof, the water flows this way and can back up that way, it is actually the AC leaking, etc, before they had even seen the vehicle. I told them I had tested the windshield with a hose past the sunroof and they still insisted it was not the windshield. They said it could be how the water was running down the vehicle. Only way this works is if they didn't fully seal the windshield in the first place. Very unprofessional, and I can see why they have such a low rating.

Easily the worst auto-service experience I have ever had. I set up an appointment for a drop-and-go appointment and dropped my car off at 7:06am (prior to the required 9:30am drop off by-when) using the key box and texting the phone number that was written on the box. I attempted contacting the office several times throughout the day via text message, phone calls with the office, and phone calls with Safelite's Customer Care line. I was unable to get a hold of anyone to determine the status of my vehicle. Eventually, at 4:33pm I received text message communication that my vehicle "should" be ready at 5:30pm. The email confirmation for the service stated it would be ready by end of day (around 4pm-5pm). The office closes at 5pm. When I arrived at Safelite, the desk staff did not express any concern or apologize for the delay in service and communication. My vehicle was ready for pickup shortly after 5:30pm and appeared to be in working order. The technician did not inspect the vehicle with me. I cannot express enough that this was an incredibly distressing and dissatisfying experience. I will not be returning to this location for any future services.

Horrible - awful experience - horrible location a real dump. The facility is in an old abandoned self storage facility. Broke down cars all around - almost no signage and the temporary fencing just makes the entire facility look worse. Then on top of the really bad facility the service was even worse! I was recommended that they replace my windshield by my insurance company (which I also told them how awful this experience was) I set the appoint for 1:00pm and just so you understand I was coming all the way from Lebanon, TN (40 minute drive). I was running late so I called the number that was published as their number and spoke to Connie a customer service representative and told her that I was running late and asked “Can I still get my windshield replaced today or should I reschedule?” Looked like I would be 15-20 minutes late. She assured me it was fine and she would let the guys know. Got there at 1:17 and was refused service! This is completely unacceptable. My recommendation is that don’t let this company work on your car, shady location, poor service and completely not interested in your satisfaction!

I scheduled my service on my 2021 Subaru Forester over a week ago, my husband arrived today for the scheduled appointment, my keys were taken, he drove the car around back then came into the waiting room saying they would not be able to do the replacement because there was a code for "abnormal eyesight" (probably because I have a crack halfway across my windshield) & we would need to take it to the dealership to clear the code before they could work on it. I then called my Subaru dealership who told me that the code could not be cleared until the windshield was replaced. She then firmly advised me to use Lawrence Auto Glass in Murfreesboro instead that they refer all of their glass claims to them and work hand in hand with them. I was quite upset seeing as I have waited 2 weeks already for the 1st available appointment with Safelite only to be turned away. Now after reading reviews, I am happy & I see how I dodged a bullet! So if you need glass repair in Murfreesboro go to Lawrence Auto Glass they got my windshield in overnight & had it replaced the very next day after switching to them!

First time at this location they broke the new windshield they installed on our vehicle, we rescheduled for another day and when we arrived for the follow up appointment they said they did not have our windshield but someone went to go get it and it should be there shortly and they will prioritize our vehicle once it arrives. After waiting for 45 Minutes still no windshield, the manager came out and told us they are not getting our windshield in that day and we will need to call and make another appointment. The manager stated that the best way to verify that our Windshield will actually be there to install when we show up to our appointment is to make 2 appointments to make sure our glass shows up and is ready for install when we arrive. As this is the closest windshield repair shop that has the equipment to work on our vehicle and it is still 1 hour away, having to coordinate baby sitters etc. it is very inconvenient to say the least. I would highly recommend going elsewhere for your glass repair needs, as this Safelite location is not worth dealing with.

WORST SHOP they are all liars. When I made the appointment I requested an oem winshield for replacement since my vehicle is still under warranty. The day of appointment i asked the gentleman at the desk "you are installing and oem winshield today correct? " he looked me right in the face and said yes . Later that day when I picked up my vehicle there was an after market window on my car! When I went in to confront them 3 different employees LIED to my face stating, it was an oem window. Little did they know I'm not a dumb female and 100 percent knew I was right . To top it off the Manger of the shop called me later that day to continue to LIE and state his employees installed the oem window. AFTER speaking to corporate 3 times they determined i was Right ! After waiting for the actual mazda window to arrive the shop at a different local installed the oem windshield . Completely unexceptable and unprofessional. Not to mention what they did was insurance fraud. I paid for a more expensive window and they installed a cheaper one.