Safelite AutoGlass

I think this is the most disappointment I’ve ever had with any company. For May 12th appt windshield successfully placed. This is what I posted on their survey. Luckily this tech was exceptional. He was professional and friendly, as well as quick efficient. Unfortunately, trying to get this appointment set up was a fiasco. My windshield was cracked on my way up to Austin, TX. I went online and originally a had the appt. set up in Austin, TX for Wednesday, May 7. I paid my $95 deductible online. I received a couple of phone calls, as well as an email & text stating everything was set up & ready for May 7. Then on May 6, I received an email stating my insurance was not verified. I made several calls to your Safelite office in Austin, as well as to my insurance company. Your Austin office (Jen & John) stated a code came up 7777, which Jen said meant my insurance was not verified & that I would have to pay $405 in order to get my windshield fixed. I explained that I had already paid my deductible through your website (I have screenshots) showing that it was verified & there was a zero balance. Jen said she could not do anything on her end. I eventually had to cancel my order for Austin and had to wait until I got back home to Rockport. Before I went home, I called to make a complaint and talked with customer care rep., JaVahnte Harper. He asked me to email him (and James Luke) the screenshots showing I had paid my deductible. Mr. Harper stated he would check into it. He said he would try to get my windshield put in before I left Austin. I never heard back from him or Mr. Luke (I had emailed him three or four times). Then I decided I would try and just stop by and make an appointment on my way out of town on Wednesday. I called your office in Austin and someone answered and asked me to be on hold. I was on hold for 25 minutes. I finally hung up and called back two more times and each time I got a recording saying that no one was available to help me. So, I headed to home. I rescheduled for Rockport, and put in another formal complaint when I got back in town. I talked with Tammy who forwarded me to talk with Jane and again I’ve not heard from anyone. (5/14) I have used you before & all went well. With that said the tech on Monday, May 12 was exceptional, but I was so disappointed with all the stress and inconvenience with me setting the original appointment up for May 7.

This is the first review I’ve ever written, but the level of customer service I’ve experienced over the past year from this Safelite location compels me to speak up. Last spring, I scheduled a windshield replacement for my 2022 Subaru Outback. While the windshield was successfully replaced, the EyeSight cruise control system could not be calibrated. I returned for two additional appointments in the spring and summer to resolve the issue, but Safelite ultimately said it was beyond their capabilities. They advised me to obtain a quote from a Subaru dealership to restore the EyeSight system and send it back to them so the work could be outsourced. I followed up via email for two months—only to eventually find out that the contact I was given had been fired. I was then given the manager’s contact info, but received no response for another month. After the holidays, I decided to walk in and speak to someone in person. A warranty appointment was finally scheduled. Unsurprisingly, Safelite still couldn’t calibrate the EyeSight system. To make matters worse, the details of my case had been lost amid staff turnover. Even more frustrating, their internal system marked my service as “Completed,” despite the work never being finished. Later, Safelite canceled my appointment *an hour before* it was scheduled—due to more staffing issues—after I had already adjusted my travel plans from Austin to be there. I returned today for yet another attempt, only to find the staff uncooperative and lacking basic customer service skills. Now, they’re saying I need to pay Subaru to run a diagnostic test before bringing the car back to Safelite—even though it was Safelite who never completed their part of the job. They continue to refer to their system, which incorrectly claims the service was completed. If that were true, why would I have made multiple follow-up appointments and sent months’ worth of emails? This is, without a doubt, the worst customer service I’ve ever experienced. There’s even a laminated sign stating that negative reviews will impact technicians’ pay—which only reinforces the sense that this place is operating under shady practices. For what it’s worth, the technicians I’ve interacted with have been kind and understanding. Unfortunately, the same cannot be said for the managers and other staff members. Avoid this Safelite location at all costs.

Horrible! I had a scheduled appointment on Friday, 2/21/25 and they did not begin to service my car until 3 hours after appointment time. I then left because it would take 3 hours. I called multiple times to get a status on my vehicle and no one answered. I returned at 4:30 pm to find my vehicle in the parking lot with a smashed windshield. Technician said the replacement windshield broke during installation. After speaking to manager, he said they did have another one in stock, but they could no longer service my car because they could no longer take appointments! I asked why wasn’t I called and why didn’t you install another one! My appointment was at 11am! Customers with appointments came in as I was speaking to manager, Eric. He said I’d have to schedule another appointment and said his next available was Monday because I didn’t have an appointment! I told him I wasted a whole day and now would have to waste another and asked for compensation. That I did have an appointment and it should have. When fixed same day! This was ridiculous. I said can you compensate with a discount for my inconvenience. He said no that he could not discount but could compensate me with wiper blades and rains film! I received a call Saturday at 4:30 pm to schedule my appointment. I was confused and said I did have an appointment Monday! On Monday I asked technician if he installed the wipers and rainx film that manager said he would compensate for my inconvenience. He said he was not aware of any compensation. I asked for manager again and had to wait 20 min for him to speak to me. Friday I had to wait 20 min to speak to him as well! He said he’d have the items installed but I left very dissatisfied! Another customer waiting also had complaints and was dissatisfied. The next day I received a call to schedule my appointment! I told her my appointment was yesterday and they needed to get there act together! On Friday I called corporate and filed a complaint, I have yet to receive a call, text or email from anyone! I had a ding and a straight thin crack from left to right. This is the replacement with the smashed windshield that I discovered when I returned to the shop. This store lacks management oversight and training! The technicians are not to blame. I blame this on poor management and development! Do better! I DO NOT RECOMMEND!!!!!

I had one of the worst customer experiences I have ever had with a major corporate chain. They installed a windshield on my 2021 Audi SQ5 in October 2024. They returned the car to me with a malfunctioning Lane Assist. Over the course of two additional appointments, they kept returning the car to us with the Lane Assist still malfunctioning. I repeatedly reached out to the store manager and Safelite customer advocate, but I never heard back from them once throughout this multi-week process. I personally went by the location several times to speak to the manager, but he is apparently always out-of-town. To make matters worse, the front office girl, who is at best, disinterested in her job and, at worst, rude to customers, blamed us for the problem on the third appointment. We finally took our car to an Audi dealer in San Antonio on our time and expense. Turned out, Safelite somehow caused the camera to be misaligned when they replaced the windshield; the camera is only accessible with the windshield off, so we know it was their mistake. Strangely enough, when we reached out to Safelite national customer service, they said that our second appointment showed as "canceled" and our third appointment was not entered in or deleted from their system - very sketchy. I highly recommend you avoid this business. Update 4/8/2025: We disputed our credit card charge for the window repair since we have to pay to have it re-installed, cameras aligned, at Audi in San Antonio, travel to San Antonio, and take two days off of work for the travel. Guess what? Safelite is now sending demand letters for payment and threatening us with collection agencies. You should highly avoid this unethical company.

Horrible place and Horrible manager. Took my Acadia there at the recombination of my insurance company USAA. Had a 9am appointment and was told an hour to 2 hours to complete. I waited in the lobby for 3 hours watching reruns of tool time and finally walk out back to check on the progress. They hadn't even started on it. Went back inside and was told they didn't know I was waiting for it. Like they couldn't see me sitting in the waiting area. They then completed it in about 45 minutes. Now for roun 2. Despite having a horrible experience with my car I again followed the recommendation of my insurance company and took my truck for a windshield replacement. After waiting 2 hours the manager told me they couldn't do my windshield due to a small spot of surface rust on the roof. This spot was about the size of a pinky fingernail and about a half inch from the gasket. He told me that that would continue to get worse and spread under the rubber trim. The windshield doesn't seal at the rubber trim it seals inside the ledge with a sealer. The manager literally told me to take it somewhere else. I left and went to another Glass company farther down SPID. The guy came out looked at the spot and peeled the rubber back and it obviously wouldn't affect the installation or the seal. I'm not worried about what might happen years down the road. They scheduled me for the next morning. I arrived a little and they started early and I was on my way home by 30 minutes after my appointment time. Safelite won't get another chance from me.

I didn't want to write this review, but it wouldn't be fair to people who might consider Safelite (Corpus Christi) for their future windshield needs. When I opened my car door after getting my windshield replaced, I noticed debris around the dash and on the driver's seat. Not a lot, but not a little either. Along with the "dust," there was a piece of what I'm guessing was dried sealant. It was about the size of a piece of gravel. I swiped across the driver's seat to clear it before sitting down. I felt a sharp pain on the side of my middle finger. It was after I'd left Safelite and was in traffic that I realized I was bleeding at a good clip. (Picture below taken after I got home and had dried off most of the blood.) Not being one to complain, I didn't call or say anything about it. The world is already hard enough, and I didn't want to get anyone in trouble. But tonight I noticed something new, and I can't ignore it. One of the black pieces that flanks the windshield was popped out (picture below). When I saw it, my heart sank. I hoped it was a simple matter of just snapping the piece back in place. But no. I snapped it back in--only to have it pop back out. *This was not how my car was when I brought it in to Safelite.* For those of you who've experienced something like this, you know how frustrating it is. You also know as well as I do that Safelite will not do a darn thing to make it right.

On the morning of 05/16/25, I went in to get my rear driver-side window replaced after a rough series of events—a tire blowout in the fast lane followed by an unfortunate break-in at a Chili’s while passing through Houston. We were on our way home from a maternity photo Airbnb getaway, and over $1,200 worth of belongings were stolen from our car. The items had been moved to the back seat after the tire issue, and we didn’t have a donut spare, so we failed to secure everything in the trunk afterward. I understand I’m probably not the only one who’s experienced something like this. But given the nature of why most people walk in—windows shattered, valuables stolen—courtesy and empathy should be standard. Unfortunately, the two gentlemen at the counter that day didn’t seem to grasp that. A little compassion goes a long way, especially when someone’s already been through enough. Coping an attitude or giving lip in that moment after a couple questions? Completely uncalled for. Would’ve given this location 5 stars if it weren’t for that. However the technician that helped me did so in a prompt and polite manner. He asked me how everything was going after I asked him and didn’t treat me like I was interrupting his cell phone time, among other things. Got done in about an hour and parted ways. Overall the guys at the desk could learn a thing or two from Conner about human decency. Thanks Safelite!

I went in for a very small chip on my 2023 Kia suv windshield. My insurance covered it to repair before it splinters. After about an hour the gentleman that had worked on it came to me and said, nervously, that he might have put to much pressure on it. As in causing the very small chip to splinter in three different directions. I couldn't believe it. I have had lots of chips felled in. Never have I had a problem. I went to the counter for answers and was told that they are not responsible for this. I told them that you all caused this damage, that now I would need a new windshield. They acted very immature, the two at the counter. I left and call the main office and talked to 2 different people. Both had scripted lines of stupidity that this is very rare, but sometimes it happens.. Oh, and they are not liable. So you damage my windshield and I have to pay the 250 deductible because of your action. I have never seen anything like this before. I have told many of people to not use Safelife after what they put me through...

Terrible customer service and terrible workmanship. My wife and I took her vehicle in to replace the front windshield along with a passenger window. Although the service was done relatively quickly the workmanship was completely terrible. The windshield pillar keeps flying off when driving on the highway now my wife’s new vehicle looks like it an old 80’s beater. We have parts flying off our vehicle because things were not installed correctly. They came out and “fixed” it, but then again it keeps happening. Called for the 3rd time to report the issue and was expecting a phone call from a manager end of day and never received it. Absolutely terrible and disgusted in this company. Will absolutely never come back nor recommend to anyone. STAY AWAY!!!! ****Update****** , I have now taken my vehicle in for the 4th time they still cannot seem to get it right. Poor workmanship and professionalism. Seems like nobody seems to care here. This branch needs to be closed down immediately!

The ABSOLUTE worse service. The receptionist rude, had my car the entire day and failed to tell they could not do it because I have a level kit on it. Technician said well just take it off we will put the window and you can put it on or go to the dealership but I can’t do anything for you. Receptionist was not helpful what so ever either. I called my insurance and they told me I can go somewhere to get the windshield replaced. I went with Scott’s Glass I commend Ken the owner he was the absolute best and very informative! They took it in and got it done, no issues and even said the correct time do when it would be done. If you’re able to go somewhere else I highly recommend Scott’s glass because I will probably never go back to this Safelite ever.