Safelite AutoGlass

Let me start buy saying that I have used Safelite multiple times throughout the years and have had ZERO issues. They have always come to me, done outstanding work in a professional manner and I have always been happy with the results. That is... Until this time! I live 53 miles one way from the Paris location. Because my car needs calibration of cameras and sensors, I was unable to do mobile service as an option. I scheduled my appointment for this past Saturday because I was out of town for work (my glass damage occurred on the way to Memphis airport to fly out) FOUR DIFFERENT TIMES last week I received a telephone call asking me to confirm my appointment and that I was going to be at the shop on Saturday. FOUR!!!!! This should have been my first red flag of inefficiency! Finally on the fourth call I ask the young man if they had any kind of software or scheduling app that would allow notes to be added so the same customers are not repeatedly called to go over the exact same thing every phone call since there was only the need to confirm the appointment once. No explanation, just an apology. Fast forward to my appointment this past Saturday, I arrive and eventually 45 minutes later get to check in with the tech working (they have no greeter, service writer or signage telling you what to do) we go over the process, he is very professional and tells me that he will get my car in as soon as he moves one other out of the bay and he will start on mine as soon as he finishes some chip work that was scheduled ahead of me. No problem! I wait in the waiting room after my car has been taken in and about 25 minutes later the tech comes out to tell me that the brand new windshield just broke as he was cleaning it. Frustrating for both myself and him and out of his control. That was not where my ultimate frustration with this whole fiasco lies. The tech apologizes for the issue and tells me that he will order the new glass and it will be there Monday (today 08/11) and if I can be there first thing in the morning by 8:30 they will get me in and get started. Now, I know nothing about Safelite's distribution network, it's logistics operation's or it's ability for quick order turn around, but it being Saturday and he telling me to be there first thing Monday morning, I am confident that he knows the internal operation of these items... WRONG!!! Fast forward to this morning, I again make the 53 mile one way drive to Paris, check in when I arrive and at 8am when the facility officially opens someone comes out and say's "Are you the guy that had the KIA in on Saturday?" I reply that I am and he simply say's "Yeah, that glass isn't here and we don't know when they will have it at the warehouse" Here is my ultimate frustration and why I ended up at another glass shop... It's 2025, why are you still using smoke signals and crayons to conduct business? In other words, you can CALL ME FOUR TIMES TO CONFIRM MY APPOINTMENT, BUT YOU CANNOT PICK UP THE PHONE AND CATCH ME BEFORE I MAKE A 53 MILE DRIVE TO YOUR SHOP TO TELL ME THAT YOU DON'T HAVE THE GLASS. I drove a total of 212 MILES OVER TWO DAYS AND STILL HAVE A BROKEN WINDSHIELD AS I WRITE THIS!!!!

I reached out to Safelite to fix my windshield and they replaced it early April without a hitch. Little did I know, at the same time the installer broke parts of my rear view mirror and had glued parts back on off center … One pothole and it all came falling off within days. As we enter September and I continue to be told “we got the wrong parts”, I find myself lost for words. They damaged my property in April and have yet to fix it or take accountability for their poor workmanship. I had to speak to multiple people to get them to come back out to confirm they in fact messed up. They fixed it with duct tape until a third visit resulted in my mirror coverings being broken. If you can take your business elsewhere - you should. I finally got a call from Matt after trying for months to connect and I believe he called back finally because I requested he be asked to call me via email with his District CC’d when I stopped calling the shop and called the Safelite main number. Missed his call and haven’t been able to connect again. I’m not surprised they continue to provide terrible customer service. I was supposed to have my fourth visit last Monday - but ope, wrong part so they’ll get back to me… maybe 5th month is the charm.

Where to begin….. I had a cracked rear window that I contacted my insurance company about. They set up the appointment with Safelite in Paris TN to get the glass fixed. I received a text confirming my appointment time to be in the 12 noon to 5pm window. On the day of the appointment, the tech called me at 8 AM to tell me he would be there at 1:30pm. I was there and it was a no show. I reached out to the number the tech called me on, no answer. At 4:30 pm, I had still not seen the tech, nor heard from him. I called the office in Paris, no answer, because they close at 5. I left a pretty salty message, and at 5:30pm the tech calls. He was apologizing profusely, but said was ready to come fix my vehicle. He shows up, removes the window from my vehicle and then tells me he has the wrong glass for the job. He covered the hole and said he would have the manager call me first thing in the morning. It’s been 3 days now, and I’ve not heard a word from them. If you like no communication, this company is for you. I called my insurance company back and had them to contact another company for the repairs. I will never use this office of Safelite again. They care nothing about their customers.

The quality of the work was great and the time they completed it in was great. They had my truck pulled in the shop to replace my back window before I could even get sat down in the waiting area so that was great as well. The leftover cigarette smell in my truck was not so great. Thought it was possibly the scent of the guy that pulled it out of the shop, so I rode home with the windows down to air it out. The smell diminished some but wasn't until the next day when I turned my vents on that I realized it wasnt just his scent. Not sure if it's coming from my vents or the air circulating through pulling it from the materials/fabrics inside. Someone either smoked in or VERY close to my truck while the back window was out. Due to having a child with smoke allergies its a bit irritating having to deal with this. I've tried for 2 days to get the smell out but cant seem to get it out 100%. Overall I give it 3/5 stars on the whole experience due to the smell. Would have been 5/5 if it wasnt for the smell... I always give a honest review on an overall experience, not just the work that was completed or the product received.

Based on the other reviews, it seems like you only get great service if you’re closer to the location. I’m about an hour out, but the website still assured me that someone would come to my house. 1st attempt on a Saturday, I got a call that there was a “clam shell” in the windshield and that I could still take it if I wanted it. Why on Earth would I pay for a cracked windshield when my windshield is already cracked? So they rescheduled my appointment for a weekday. The morning of the second attempt, I got a call that said all of their windshields arrived cracked. So you’re telling me a windshield replacing company doesn’t know how to properly secure the windshields from being damaged during transit? That’s difficult to believe. The most disheartening thing is that no one was apologetic. I took off work to have this done since they couldn’t come to my job. Taking off work in THIS economy?? I just asked for a refund and I’ll be looking elsewhere. Hopefully I’ll luck up and get great customer service like the other reviewers.

Was a fantastic experience my appointment was at 800 am it said be there 10 minutes before appointment got there got it right in and was out the door by ten minutes till 900 I had to drive to there shop in Paris tn because they didn't offer mobile service in Savanah tn but still nothing bad just wish they would see about getting it in this area still fantastic experience all employees were very nice and polite thank you for a great experience

We were more than happy with our experience with Safelite. Chris are installer was very professional and was a ble to arrive at the appointed time we did not have to wait a long time. The windshield so far has done wonderful it's the first one I've ever had to replace but if the next one is as easy as this I will not be dreading it as bad so thank you to Chris for taking care of our vehicle.

Was able to get an appointment within a couple days of contact. The repair was very clean and professional, and can't even see where the rock hit unless you know it's there. The technician, Zach, that handled the repair was very professional and informative about what to expect, what was included, warranty, cost, etc.

Great guys at the Paris, TN location! Have had to use them on 2 different occasions and excellent service each time. Waiting area is clean and comfortable. They take you at your appointment time and have you on your way soon afterwards. Definitely worth going to them regardless of your drive time.

Excellent job. They got it done faster than the time they quoted me so that was more important to me than anything. I wish they serviced vehicles in a further radius but that’s really the only thing that I wish could have been done. I appreciate the job and I’m the quality afterward was excellent.