Safelite AutoGlass

Don’t use this shop! When we first set up an appointment with this shop through our insurance company I thought it was weird they had a Google 2-3 star rating. But OMG I should have taken it as a warning and cancelled my appointment. Instead we took our car to the shop and what a chaotic mess. First, when installing a new windshield, the shop broke the new windshield. Second, after waiting weeks for a new windshield, we were told they had the glass and were ready to do the re-install. We left the car with the shop for a few days as we were headed out of town. A few days later the shop called to say the car was ready. I went into the shop picked up the keys and went to the parking lot to drive off. When I opened my car door and got in the car, everything related to the windshield was disassembled. The rear view mirror was hanging by a wire off the front windshield . The trim around the windshield was all off. I went back in the shop. The manager came out and then noticed what I hadn’t noticed, the glass was still broken and the work hadn’t been done at all. Third, the manager then went to check to see if the new glass was even at the shop to do the work. He looked it up and said they didn’t even have the glass. So we went from being notified the Re-work was done, to a car being kept for days and they didn’t even have the glass to do the work. Forth, when we called our insurance company to try to move to a new shop after all the screw ups with this shop, we ended up with the National Safelite group. They started talking about it being a warranty issue. I told them it can’t be treated as a warranty issue because the correct repair hadn’t been done to begin with. After several weeks of going around and around with our insurance company, we finally ended up moving the work to our car dealership. The correct work finally got done at the dealership two months after we started the process at this shop. Hard to imagine all the time wasted due to this shops utter lack of organization and incompetence. And remember under your insurance policy you have right to use the shop of your choice. So choose a different shop other than this one!

Based on the google reviews I was abit apprehensive of having my windshield replaced here but my experience was overall very good....I filed a "glass" claim through my Carrier (Hartford) and they set it all up for me. It was actually so seamless it seemed almost too easy. Safelite thru a series of text messages kept me informed of what to expect and when to expect it and if you can follow instructions, it was super easy and painless. I took my car in around 9 a.m. and started to wait in their waiting area but decided to have someone come pick me for a reason I'll document abit more about towards the end of my review. It was really my only complaint. I ended up just going up to my job and worked a few hours and all the while Safelite would text me telling me where they were in the process. Once it was done, the tech working on my car (Zechariah) called me and let me know everything was completed including my recalibration. He was professional, polite and informative. It's been a couple of weeks now and I've had zero issues with the new windshield. I appreciated they were able to put my state inspection sticker back onto the new windshield perfectly though I am having to replace my toll-tag which they couldn't put back on (which I totally understand). As I mentioned earlier...my only complaint or concern was I was going to wait in their waiting room for my car but they had music playing quite loudly in the work area....it was so loud I felt like I was sitting in a nightclub (while sitting in the waiting area) and the music was (in my opinion) highly inappropriate for a place of business....multiple instances of expletives and inappropriate content that made me feel super uncomfortable while I sat in a waiting room full of middle aged women....I eventually called a friend and asked them to come pick me up. Otherwise, no complaints.

EDIT: I will give the location staff 5 stars, they were great. Billy seemed to really care, and so far, there are no issues with the windshield. I did not like being told I would be finished by 5 by the online scheduling and emails they sent only to try to call at 5, and no one will answer because they close at 5. If you have people's cars, you need to have a working phone number so people can inquire. I finally left work at 6:05p in an Uber. They called me at 6:09p saying they were finished, but I was already in the Uber on my way home. I could have saved the expense had someone told me it could be an hour or more after 5 or just simply have someone answering the phones. Just don't go here. I should have listened to the reviews! I haven't even gotten my car back. I dropped it off at 9 as requested. Told it would be finished by 5. It's almost 6, no one will answer the phone because they close at 5. I have a hungry child at home, and I'm stuck without a car. So now I get to pay for an Uber to go home because I can't wait around at work all day while my daughter is at home, hungry. I wouldn't have ever agreed to this had I known they don't honor their promised times. Now my car will be sitting in their parking lot all night, and I have to pay for a ride share. I should have just gone to Sewell. I'm sure they can't calibrate my INFINITI properly, and it's going to be another nightmare. I will update my review if I ever get my car back. Until then, they get 10 more minutes of me waiting, and I'm going home. Ridiculous customer service, and it's no wonder their reviews are so terrible.

I dropped my 4Runner off at the Inwood (Dallas, TX) store to get the windshield replaced. Late afternoon I called the phone number shown online for the Inwood location to get the status. That took me to a call center. They said they needed to transfer me to the store - instead they transferred me to the national scheduler who told me their schedule doesnt show when its completed and she would need to transfer me to customer service where I gave up after being on hold. So I drove 30 minutes to the store - got there 30 minutes before closing time and they said they hadn't started and would be 1 1/2 hours. I drove back home and just as I arrived at my home I got a call from them saying they cannot re-calibrate the cameras because I have large tires and a lift. Safelite has already replaced the winshield on the same vehicle with the same tires 3 time - once in Aspen that needed to be redone when I arrived back in Dallas at the Plano store, and less than a year ago at the same Inwood store I took it to today. The staff at the stores have no power to handle customer service issues, there is no way to call the store direct, and the staff gets zero suppport from corporate to address customer service isses. "No can do". Staff good, business model bad. I told themn to forget it and drove away.

I had an absolutely awful experience with Safelite from start to finish. First, the booking call quality was horrible, and the agent seemed to be reading from a script, unable to have a proper conversation. We were told to drop off the vehicle the night before, with the assurance that a key drop-off option was available on-site—but that was not the case at all. To make matters worse, we were given an appointment time, only to later find out we were actually booked for an all-day drop-off. After waiting for hours, we were finally told that error codes were detected during the pre-scan, and they couldn’t proceed with the service. To top it off, we were charged the full, expensive amount for a service that was never completed. On top of that, the charge will be pending for several days. It’s impossible to reach the shop, and there’s no way to get any answers. I can’t understand why they would charge for a service that was never rendered. It’s clear that this business is disorganized and unprofessional. There’s a reason they have such a low rating on Yelp. I will definitely be taking my business elsewhere. Bad business all around.

Repairs were ok. My biggest issue was with the customer service. The clerk working the desk was aloof and inattentive. I waited for a small ding in the windshield to be repaired, the technician worked swiftly (no complaints there). I watched the tech bring in my keys and that the car was finished. I waited a few minutes while the clerk finished with the previous customer and I waited to see if the clerk would signal to me that my car was ready. I walked up to the counter after not hearing anything and waited 3 minutes to be even greeted while the clerk spoke to someone working there. The clerk greeted me as if I had just arrived, like I hadn’t just spoken to them just 20 minutes earlier and had been waiting in the lobby right there. Really poor customer service and a complete disregard for people’s time. I’ll avoid going to this shop for repairs in the future. If we are going to have inattentive customer service at least get some kind of text messaging automation in place to let customers know when vehicles are ready

I don't usually write negative reviews, but I feel compelled to share my experience with this Safelite location. We brought one of our company trucks in for a windshield replacement. While I typically check reviews before choosing a business, I had no option other than to take it to this Safelite since it was a company vehicle we lease. I made an appointment for 3:00 PM and arrived 15 minutes early. I informed them that I would wait, assuming they would finish by 5:00 PM, when the store closes. However, they didn’t move the truck into the bay until 4:00 PM, and then it sat there untouched for another hour and a half. As I write this, well after closing time, I am still sitting in the lobby, and the truck's windshield is just now being addressed. Although the employees seem friendly enough, the lack of communication is frustrating. I would have been fine with returning another day, but wasting my entire afternoon away from work is unacceptable. I really expected better from Safelite.

As an update to my review: they have now tried FIVE times to repair replace the windshield and they admit that the install is worse than before (wind noise). They do it know what the problem is and think one tech may have taken a piece out improperly. The worse part of all is the manager, Casey (he would not give me his last name). He was unprofessional and extremely unreasonable. My insurance (Travelers who has been very helpful) said that five attempts is completely unacceptable and told us to take the car to a dealership and they would pay the dealership then deal with safelight themselves. Will never think of using them again and highly recommend you stay away. Absolutely horrible. They have tried THREE times to replace a windshield and each time, there is a gap where air comes in. They also did not, and will not, recalibrate the distance sensor, although their ad says they will. Worse yet, they have charged my insurance for the repair and will not resolve it further.

I drove my car to Safelite to get a small crack repaired. After a few minutes, the Tech came to get me and showed that the tiny crack now surprisingly went 1/4 of the way across my windshield. I was not happy with the result of the Tech, however, I had signed a waiver to not hold them responsible if such damage occurred. So, I inquired as to the cost to replace my windshied. The Rep quoted me over $1500 to replace my windshield. I was floored. I left with no repair to my windshield as I cannot afford such a costly windshield replacement. I read the reviews on this store and realized that many other customers had similar experiences here. So, I started calling other reputable glass companies. I ended up finding another company to install the exact same windshield for a fourth of the price quoted to me by Safelite. The work and product was guaranteed and I'm very pleased with the results. It pays to read the reviews!

This experience was one of the worst I've ever had with a business. I set an appointment to get my windshield replaced at 330 pm. The lady says it will take 2 or 3 hours. They close at 5 and she asked will I be waiting and I said no. I get a text at 558 pm letting me know my vehicle is ready. I get there at 620 pm and no one is there. I did not receive a call or text letting me know they were leaving or anything. I called their support line to get someone to come back, because they have my house keys and my car, and they're closed Sunday and I have to be at work at 7 am Monday. Support tries to call the 2 asst store managers, the store manager, and the district manager for over an hour and no one answers. So I was stuck figuring out how I was going to get inside my house, how I was going to get to work, and waste money Ubering to run my errands. This was completely unacceptable!!