Safelite AutoGlass

I was visiting and my car was vandalized in Dallas so, my insurance company sent me here for repairs. They scheduled an appointment for 9:30am. I had a tow truck drop my vehicle off at 6:30am, several hours before they opened for the day. I was aware via email that this was an “all day appointment” however, the email also said that the service should be done between 4-5pm. I had no reason to believe otherwise since their hours posted on their store front state they close at 5pm. 4pm rolls around…no phone call. I can see my vehicle activity on my app so I can tell that no one has touched my vehicle all day. I arrive at the store and spoke with James, asking for an explanation for the delay and referenced the email I got that stated the estimated completion time. He said, “who told you that?” …the email that the company you work for sent me. I decided sit in the store until my service was done which conveniently started maybe an hour after I arrived. The job was completed in about 2 hours. I did receive some money off my deductible for the miscommunication so I appreciated that. James and Cindy (the receptionist) were nice enough but the whole ordeal was a headache and a little unprofessional. I don’t live here, my brand new car was vandalized, and I’m already feeling very violated because of it. I just wanted to get my back glass fixed and go home. The least they could do is communicate better. When I was collecting my car, one of the technicians did tell me that he wanted to start my repair earlier in the morning but James wouldn’t let him. I understand they are super busy but one must learn how to critically think and prioritize. My entire back glass needed to be replaced - that’s a big job. Complete your big jobs FIRST and stop overbooking so that your technicians aren’t at work until 9pm. Anyway, the back glass looks fine thus far.

I'm so frustrated with this company. While on vacation driving from Texas to California we got a Crack in our windshield. We went through our insurance company to schedule the replacement. Everything seemed fine after the technician replaced the window. But apparently when calibrating the windshield, checking to see if the speaker for the wireless calls still works is not part of the process. I hadn't noticed until a couple days after the fact when someone called that no one could hear me anymore when I picked up the call on the car. I called to schedule someone to look at the car when we returned home. The technician from the Plano office said he couldn't fix the problem but that either he or the office would be calling me to schedule a time to bring the car to the shop. MULTIPLE weeks of calling and no one ever got back to me. Finally the customer service rep said she was going to escalate my problem to the supervisor. Well a couple days later I finally get an email back from Stephanie from the Reseda, CA shop requesting a picture and saying her technician didn't report any damage when he did the replacement. Of course he didn't. The window is fine. Like I said I'm guessing checking if the calling feature is still functioning isn't part of the process. Anyway two weeks now and she or whoever this Andrea person is she copied on to the email haven't had the courtesy of calling or emailing me back. This has been going on since the end of July. The communication with this company is a joke. If you have a choice, go somewhere else for a replacement. *Edit to add someone responded to my review two weeks ago. I did what they said in their response and STILL nothing. I don't know if the insurance company can help me reach them but that's going to be my next try.*

I was very disappointed in the service I received at this Safelite location. They claim on the website a replacement takes 2-3 hours but they failed to even come close to that standard for us. Dropped the car at 10:30 am on our appointment date and by 4:30 pm had not heard anything from them and could not reach them by phone. Had to drive to the location to get any update on our car. They claimed to have had an issue with the replacement glass and had to get another from the warehouse which was never communicated to us. We sat at the location from roughly 5 pm to nearly 7 pm just to find out they could not calibrate the safety systems and we would have to make another appointment to likely replace the glass again with the OEM version. So over 7 hours and still not finished. Had the second appointment a week later that also did not go very well. Had an 8 am appointment and again expecting a 2-3 hour window I was waiting for the car this time. Immediately told they were short two techs and it would take 4 or more hours for the replacement. Was not given any consideration that this was our second visit for the repair and all they offered me was the ability to reschedule to another date. Once they took the car back and removed the old glass they had to wait on the replacement glass from the warehouse. Why would it have not been there already for an 8 am appointment. It was nearly 2 pm before they were finished so nearly 6 hours on the second time around. Never offered any sort of discount on the service and all the manager would do is apologize for the long wait and thank me for my patience. I would highly recommend staying away from this location and maybe even Safelite in general.

I woke up this morning with a long crack in my windshield. I didn’t even notice a rock chip yesterday evening when I got home. I filed a claim with my insurance (GEICO) and they directed me to their glass partner, Safelite. I got appointment the following day. I did the on-site appointment. They also have mobile options where they can come to you or your workplace. On the day of, I got done with my day an hour earlier. I called them to see if I can drop my car off early. They allowed me to do that although my car would get service on the appointment time. I arrived an hour earlier and waited in the car. The technician approached me and let me know that they had an opening spot and could start the work on my car sooner. I checked my car in. The wait time is around 2-3 hours. Their lounge area is small but has clean restrooms and some basic beverages. I didn’t want to wait there, so I went shopping to kill my time. I ordered a Lyft to Marshall’s near by (5-10 mins away = $5-10 ride before tip). The plaza is on the other side of the highway. They got a few big stores and restaurants. Once the work was completed, they called me to pickup the car. Payment at pickup. They helped dealt with my insurance company. I just paid for the deductible and insurance covered the rest. Since I got in an hour earlier, my car finished an hour earlier than planned schedule as well. It’s pretty smooth visit. I could tell that it’s not their first rodeo!

Don't waste your time or money. They canceled my appointment twice. Both times they canceled the same day as my scheduled appointment, toward the end of my appointment window. This is after Safelite had already confirmed my appointment (both appointments) via text a day or so prior. The first time they canceled, they said someone called in sick. The second time, the person mumbled something about my glass not being available - when I asked for clarification he said the glass got scratched - and then he said he was mistaken, the glass was available but just didnt get loaded onto the truck. The technician said the shop would call back to reschedule, but they never did. When I called to follow up, you can't talk to a human to reschedule, the prerecorded line tells you to go online, then the call drops. I drove around with a cracked windshield for four weeks due to all of this. I finally gave up and found a local glass repair shop, spoke to a human, got it taken care of the same week- flawless even with the BMW smart windshield calibration- with no headache, a full warranty, and half the cost. I've used safelite in the past with no issues but I'll never use Safelite again; they've gotten terrible, their customer service is nonexistent and their prices are outrageous. In the end Im glad they cancelled because it forced me to shop around and I got a much better deal.

Made an appointment for (mobile) replacement of a shattered back window for the next morning. The technician calls us the next morning and says the window had not arrived from the warehouse. No further word from him hours after the scheduled work was to be done, so we called him and he said that the window sent was defective and he had to look for another one. Then he told us a manager would contact us. We never heard from anyone and tried all afternoon to find out what was going on. No one answered the phone. The following morning we managed to get in touch with office staff and they assured us the window was there and rescheduled the work for the following day. I called on the appointment morning and again, office staff assured us the technician would show up at the appointed time. We waited for several hours and got in touch with the technician again and he said that the window had NOT arrived and that a manager was supposed to have contacted us. Then we called to try to talk to a manager, but we got in touch with someone else who suggested they could do the job in a few DAYS from now. At this point, we cancelled the whole thing and got a credit card refund. We went to Safelite’s competitor and actually got a several hundred dollar lower estimate for the same work. I would stay away from this store. Worse customer service I have encountered in a long time.

What a joke! This place is the most unorganized, unprofessional business I have honestly ever dealt with! If I could give no stars, I definitely would! Started with me making an appointment first thing Monday morning, got a confirmation text, scheduled for 8-12, same day( there were spaces available) 12:30 got there, no call, no show. After searching Google several different places to just get a phone number to call, called them, they said they didn’t have any appointment scheduled for me, ok accidents happen, so they rescheduled for 12-5 same day. Then called me about 3pm to say they didn’t have my windshield yet, it came cracked and had to reorder. Ok, rescheduled for Tuesday, couldn’t get me in morning, so scheduled me for 12-5 Tuesday, got a call from technician about 5:30pm said he was running behind and wouldn’t be able to do it that day. Tried to reschedule for Wednesday ( should have been a priority job, I’d already been bumped 3 times now) they couldn’t even do that, didn’t reorder my glass so it wouldn’t be there . NEVER AGAIN! Don’t use this company! Found another company with a five star rating on Google, Called and my windshield was done SAME day!ServicesAuto windshield replacementPrice assessmentNot sure

Faulty Glass, Terrible Warranty, and Zero Accountability I will never use Safelite again. The windshield they installed was faulty from the start, and less than two weeks after installation it already had rock chips—something that has never happened so quickly with any other windshield I’ve ever owned. Now, only a short time later, the glass is lifting up and has noticeable air leaks, making it unsafe and poorly sealed. When I contacted Safelite about it, they refused to replace or repair the windshield because of those small chips—using that as an excuse to void their so-called “lifetime warranty.” That’s nothing but a loophole to avoid taking responsibility for bad materials and poor workmanship. It’s ridiculous that a company of this size hides behind “policy” while ignoring obvious installation defects. The glass was clearly low quality and improperly installed, yet they expect customers to pay again for something that should have been done right the first time. Save yourself the time, frustration, and money. Do not trust Safelite with your vehicle. Their warranty means nothing and their customer service will not stand behind their work.ServicesAuto windshield repair

Unethical business practice, period. Got routed to Safelite Frisco through my auto insurance for a windshield replacement. Appointment set for Tuesday. Tech showed up with a defective glass; he was asked by the shop to still show up to see if the customer would accept it. Apparently he's got a full truck of rejected glass, so it's their common practice. Who would accept defective glass in the first place? No big deal, glass declined. Tech said Safelite would call to reschedule, OR I could drive all the way down to Plano WITHOUT an appointment to get it done. Wednesday came, no call. Thursday, I decided to drive all the way down to Plano only to be rejected because I was now supposed to have made an appointment. Held my temper, made an in-home appointment again for Friday from 12pm to 5pm. Guess what, 2pm no call. I called Plano, and they said I was scheduled but not routed. I told the woman on the phone to cancel the whole thing. She didn't even try one bit to make it right. Just silence and a casual "it's cancelled" and that was it. Three days wasted.

I had an outstanding experience with my windshield replacement at Safelite Auto Glass in Plano, TX, and I can’t speak highly enough about the team there—especially James, the manager, and Cindy at the front desk. From the moment I walked in, I was treated with a level of professionalism and genuine care that is increasingly rare these days. James runs this location with integrity and attention to detail. He clearly takes pride in his work and in leading a team that values customers. Cindy, the front desk coordinator, is an absolute gem—welcoming, efficient, and incredibly helpful. She made the entire check-in process seamless and stress-free. The entire experience was refreshingly smooth, from start to finish. It's not often you encounter this caliber of customer service anymore, and it really stood out. They turned what could have been a hassle into a positive, even enjoyable, experience. Kudos to the whole Safelite team in Plano—thank you for your phenomenal service and for raising the bar on what customer care should look like!