Complaints

This profile includes complaints for Safelite Auto Glass, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Safelite Auto Glass, Inc. has 649 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Safelite Auto Glass, Inc.

  7400 Safelite Way Columbus, OH 43235-5086

  
• 

  Safelite Auto Glass, Inc.

  PO Box 182277 Columbus, OH 43218-2277

  
• 

  Safelite Auto Glass, Inc.

  2435 Billingsley Rd Columbus, OH 43235-1925

  
• 

  Safelite Auto Glass, Inc.

  760 Dearborn Park Ln Columbus, OH 43085-5703

  
• 

  Safelite Auto Glass, Inc.

  4403 Executive Pkwy Westerville, OH 43081-3850

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint regarding the quality of service and warranty response I received after a windshield replacement at this business. The servicing branch was *************************************************************** Some time after my original windshield was replaced, I began experiencing wind noise and a pinpoint water leak from the top edge of the windshield. Upon inspecting the area closely, I noticed the glass itself appears to be deformed. It dips noticeably in the center while sitting higher at the corners. This is not typical for this vehicle. I have owned multiple ***********, including a brand new Tiguan I used to show the technician how the glass should look, completely flush and even at the top with a weather strip.This Jetta originally had a weather strip at the top edge prior to the initial replacement, which was not restored. Despite pointing out these issues, the technician did not appear to take my concerns seriously and simply removed and reinstalled the same defective windshield rather than replacing it.After researching further, Ive learned that warped or stressed windshields can compromise structural integrity in the event of a collision. A non distorted windshield with no uneven stresses and flush fitment are essential. Reinstalling a visibly flawed pane, rather than replacing it, feels like a shortcut that does not reflect the businesss stated warranty coverage on both materials and ************** make matters worse, the cowling was cracked during service. I understand that plastic components age and become brittle, so I chose to replace the cowling at my own expense without complaint. However, I expect a proper resolution to the more serious matter, the windshield itself. Unless upper management takes corrective action and replaces the defective glass properly, I cannot trust this business with future service.I am requesting a full and proper replacement of the windshield using a new, defect free pane, as originally warranted.

  

  Business Response

  Date: 06/17/2025

  Hello, 
  
  Please accept my sincerest apologies. I attempted to reach you on the phone and left a voicemail message. I have also sent you an email directly that you can reply to. I received your complaint regarding your windshield, I would be more than happy to assist you in getting this rectified. I will be escalating this issue with the management team in the shop as well. Please reach out to me via phone at ************** or email directly. 
  
  Sincerely
  
  ***********************

• Initial Complaint

  Date:06/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,I am writing to file a formal complaint against Safelite AutoGlass due to a series of unacceptable issues I encountered during a recent service appointment.1. Delayed Service and Poor Communication:I scheduled a service appointment for windshield replacement] on on 6/13/2025 between 12:00 PM and 5:00 PM. However, the technician did not arrive until 6:30 PM. I did not receive any update or notification about the delay until approximately 6:00 PMafter the scheduled window had already passed. I called the *******, ** location multiple times after 5:00 PM and received no answer or assistance.2. Misleading Payment Information:Prior to scheduling the appointment, I called the store specifically to confirm that Apple Pay would be accepted as a method of payment. The store representative assured me that it was. However, when the technician arrived, I was told that Apple Pay was not accepted. This directly contradicted the information I had received during scheduling and caused unnecessary frustration and inconvenience.3. Unresponsive and Unhelpful Customer Service:The following day, I contacted the store again to resolve the payment issue. I asked to switch the payment method due to the misinformation provided earlier. Unfortunately, the store agent declined to make any accommodation and offered no solution.This entire experience was extremely disappointing and unprofessional. I made every effort to communicate clearly and follow procedure, yet I was met with delays, contradictory information, and a lack of accountability.I am requesting that BBB assist in addressing this matter with Safelite AutoGlass. I would like a formal acknowledgment of the service failure, and I believe compensation (such as a partial refund or credit) would be appropriate given the inconvenience and misrepresentation.Thank you for your time and assistance.Sincerely,

  

  Business Response

  Date: 06/13/2025

  Hello and Good afternoon!
  
  I am reaching out as I am one of the agents who read over your complaint and greatly apologize for this matter. I have called you today to discuss this matter and I can greatly apologize about everything that went wrong. To help with the matter and find resolve we spoke about the issues and you were happy I called and understood your stance. Due to this inconvenience I offered a $100 goodwill to help with the matters advised in complaint. You did accept the goodwill which we are very happy to do. I confirmed you would like a check and to be mailed to the address ************************************. I have setup the goodwill check and sent it over for approval. Once approved it will be issued and will arrive in 7-14 business days if you do not receive it by then don't hesitate to contact us and we would be more than happy to look into matter. We can be reached here or ************.
  
  Thanks so much!
  
  Devonta

• Initial Complaint

  Date:06/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello I was suppose to be service for a broken driver wind one on 6/9/2025. However on June 6th Safelite sent email and Text that appointment has been cancelled. However I never received my refund. I paid using after pay the first installment of $87.87 and the remaining balance owed on after pay is still Populating and have not been cancelled in after so after pay refuse to provide refund and told me to contact merchant to obtain refund and ask them to cancelled on their end in the after pay system. I contact Safelite several time on 6/10 and 6/12 to inquire why I still have no refund and its been almost several business days. The first time i called the *** was not able to assist because she stated its cancelled im telling her yes i receive the notification its cancelled but after pay order is still showing open and I have not been reimbursed for what Ive already paid so she stated she will escalate to the store manager and district manager and theyll be in contact soon. However no follow up has happened yet. I called Safelite again on 6/12 and the *** this time told me initially the order has not been cancelled in Safelite system so he would go ahead and cancelled now. I received another email appointment was cancelled this time work order is showing a total different debit card information that it was refunded to. I never had a card with that number nor do i have a card with last 4 digit set up in my after pay. Ive provided after pay with my bank transaction that shows the debit card and first installment Safelite took out. Neverless Afterpay is refusing to refund me still and told me to contact merchant. This is an issue on Safelite end now because your team refunded an incorrect card number. I am thinking its suspicious act going on at the location which is cited on my work order because where did they even get that debit last four digit from. Very odd and strange. I just want me refund to correct card as well as order cancelled in after pay by Safelite.

  

  Business Response

  Date: 06/13/2025

  Hello and Good morning!

  I am reaching out as I have read your complaint regarding your refund issues with this order. I did call you today and call dropped. I did call back and unable to leave a voicemail which is okay we can communicate this way if it works best. Looking into your matter regarding the refund for the cancelled services which we do apologize , the order is advised to be an after pay order and is shown that way as well. Due to this the refund in question would be refunded back to after pay as they provide payment for the order and that would be their card number that is on file. We do apologize about this and would have to refer you to after pay. If they advise in a few days that there is still an issue and they have not received the refund we will look into it further. We appreciate you contacting us an hope you have a great day!

  Thanks so much!

  Devonta

• Initial Complaint

  Date:06/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my truck in to have a window replaced. i have been back 3 times.within the last week . today 6/11/2025 was the most recent. the first time the window leaked. the second time they replaced the window, broke the regulator and the window still leaked. This time they looked up that it had a recall for the middle taillight, ripped down the header, removed the light.. breaking one of the studs that holds it and refused to fix any of it. There was never any leak at the light. The tech and manager when ask said they did it to prove a point. i never gave any authorization to rip these things apart. i just wanted the window fixed correctly. The tech was extremely hostile and rude. The manager did not take control of the situation. I am a master tech myself and run a local shop. i had one of my master techs look it over and he says it was not leaking. We took pictures. i'm going to ****** tomorrow to have this looked at and repaired. Since they ripped these thing apart and refuse to fix them, i want them to pay for the cost of the repair. The recall is not valid since they did this and it was not the issue. the attached picture shows dust where the light was and no stain on the headliner--which would be stained if there were a leak. The only water there was the cup of water the tech poured in today to help prove her point. .

  

  Business Response

  Date: 06/12/2025

  Hello an Good afternoon!
  
  We are reaching out as we have looked over your complaint regarding your install with your back glass with the Safelite shop. We greatly apologize about this and would like to help provide assistance on the matter. We have spoken to management and the Safelite shop management about the matter presented. Due to our findings we have attached photos as well the water leak that is being advised is not related to the slider back glass install. We have included information that shows these issues are related to the recall and leaking from the third brake light. We have confirmed this information from speaking to the manager. They also stated to have tried to show you as well where the leak was coming from, and how it was not related to the install but the recall matter. We do apologize that they took apart the headliner and brake light, but when it comes to water leaks and other warranty matters the safelite shops goal is to find the leak even if not related to the install to help customer get the proper assistance and how to lead them to the correct faculties to fix the matter. With this information we would have to advise you to reach out to your insurance on the matter. As Farmers has been contacted with this information as well and would be more than happy to help you through the matter. We appreciate you reaching out to us and hope you have a great day!
  
  Thanks so much!
  
  Devonta

  

  Business Response

  Date: 06/12/2025

  Hello and Good afternoon!

   

  Here are the photos!

   

  Thanks so much!

  Devonta

  Customer Answer

  Date: 06/18/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23456732
  
  I am rejecting this response because: 
  They have done damage to the vehicle by doing something that I told them not to do .
  Regards,
  
  ******** ****

• Initial Complaint

  Date:06/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  04/09/25 Had new windshield installed on my 2015 Jeep Grand Cherokee at Safelite Auto Glass *************************************** ************. Work Order: ****** $402.86 Safe lite originally patched a windshield chip in 11/29/24 Work Order: ******. $162.90 This chip repair failed and they credited the $162 towards a new windshield. Total Paid to Safelite $565.76 05/26/25 Memorial Day Returning Home From ***********, **. Weather was bad with major downpours all day. We were 190 miles from home when the driverside windshield wiper started malfunctioning. became out of time with passenger side wiper and then completely stopped working about 150 miles from home. Pouring down rain at this time. Nothing was open because of the holiday. Pulled into a small gas station to check things out. The wiper arm was loose. I went into the store to see if I could locate any tools. None were available and no one was willing to lone or help. We continued home in the rain. Thus, had to reduce speed in half. 05/27/25. Home and inspected Arm. Removed cap and could see the hex nut that secures the arm. Turned on Wipers. Nut was oscillating, But not moving arm. The hex nut was loose, so I tightened. Did not correct. Remove nut and inspected. The ribs that secure the arm to the oscillating post were worn smooth, thus no longer had any way to grip. Noting: the Safelite teck must remove both wiper arms for installation. I am the original owner of this jeep and this was the first time for wiper removal.I communicated with Safelite through emails and voice conversations. Stating this was a total disaster and I feel I am entitled to a refund of my $400. Have spoken with five different people without resolution.Would like to be compensated for time, expense and anguish.2 Hours extra drive time.2 Hours drive to purchase replacement arm.1 Hour calling to locate replacement.1 Hour My Labor Cost of Arm.SafeLight has been difficult to say the least.Kind Regards, ***

  

  Business Response

  Date: 06/11/2025

  Hello,

  I am so sorry to hear about this situation. I understand there would have been no shops open while you were driving and the issue occurred. When you have your glass replaced with safelite it is covered under a National Lifetime Warranty for any workmanship issues or any material defects. Typically for an issue like this even if you are able to stop in during business hours we could have seen the issue and potentially replace broken parts under the National Lifetime Warranty.

  I have reached out to our field management team with your request for reimbursement. Either a representative from the management team or myself will contact you shortly for resolution.

  If you have any further questions feel free to contact us at ************.

   

  Customer Answer

  Date: 06/11/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.]

  Complaint: 23454028
  
  I am rejecting this response because: 

  SafeLite's Response requires additional action from them.  I am to be contacted by one of their representatives. Noting, I have been told this before without resolution. I would like to wait on closing this case until after I hear from their representative.    
  Kind Regards, ***
  
  *** ********

  

  Business Response

  Date: 06/12/2025

  Hello,

  I sent an email requesting receipts or invoices for any amount that was paid out of pocket. The field management team has offered to reimburse the cost of the wipers and and the cost of the arm. We can also offer a $100 goodwill reimbursement check to be sent to you.

  I apologize for any inconveniences.

  Please let me know if you have any further questions

  Customer Answer

  Date: 06/13/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  *** ********

• Initial Complaint

  Date:06/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 21 we went to your website to make an appointment to repair the front ***************** glass in our truck onMay 31. They sent an email on May 30, no verbal confirmation by phone to inform us the part for the back glass was not available for installation on May 31. Instead of offering to replace the front windshield on May 31st and to replace the back glass at another date they proceeded to cancel the entire appointment, again without so much as a phone call & with less than 24 hours from said appointment. On the 31st I was expecting a text message saying that they were in route or to inform us where we were on their work list to come out and complete the truck. I then called the Safelight customer service number I spoke to ****, who informed me that she was a senior member. She said that she would get us on the mobile schedule to come out to our house on Sunday (June 1st) to complete the front windshield and that the back glass would be fixed the following weekend. Then less than 5 minutes later she called back and said oh sorry we cant do it Sunday, but we will have them come out first thing next Saturday (June 7th) and have them fix both the front windshield and back glass. June 7th, the day of our appointment, we are made aware by the Safelight team that they cant replace the back glass at a mobile appointment, it has to be done in the shop. Call the shop and asked to speak to a manager. I spoke to *******. She stated that apparently she had gone above and beyond to help us out by offering us $250 dollars off our appointment. what would be going above and beyond and making it right would be to have our front and back glass replaced today like they said they would. ******* proceeded to say oh so would you like for me to take that 250 dollars credit off the account since its not going above and beyond for you? I called on 6/9 to file a complain w/ customer service. Was supposed to notify the shops district manager who was to call me.

  

  Business Response

  Date: 06/11/2025

  Hello and Good Morning!
  
  I am reaching out as I have read your complaint regarding your service and greatly apologize about this matter. I am one of the agents who will be helping trying to find you assistance/resolve. I did call you today and left a voicemail. Through using the information provided and based on the complaint I am not finding that order that was attempted to be done on May 30th. If possible if it could be provided any information related to that work order as it would be needed in order to figure out what is going on and what we can do to help resolve matter. The best information to provide would be the work order number, phone number on the referral number. We appreciate you reaching out to us and will love to help! We can be reached here or ************.
  
  Thanks so much!
  
  Devonta

  Customer Answer

  Date: 06/17/2025

  No one from the Safelite in *********** has contacted me. I have yet to receive any phone call from the district manager there. 

• Initial Complaint

  Date:06/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In Feb 2025, I brought my 2018 ***** Silverado K1500 to Safelite in ********, ** for a rear window replacement through Progressive. At the first visit, they installed scratched aftermarket glass and broke the third brake light. At the second visit (March 5), they replaced the brake light but couldnt install new glass due to a broken defroster wire. At the third, another scratched glass arrived and couldnt be ************ the fourth visit, Safelite installed OEM glass, which sat lowerrevealing deep scratches on both A-pillars caused during prior service. I also later discovered the third brake light was broken again, and interior soundproofing was cut behind the rear seat to run wires for the window, defroster, and motorsomething that should not have been ********** the fifth visit, I returned and spoke with manager **** ******, who saw the damage and brought in Paint Magicians to attempt a fix. Their repair was poorno prep work, mismatched paint, and now rust is forming. **** told me I could take it to a real body shop if I wasnt satisfied.I obtained estimates from professional shops ranging from $3,500 to $10,900, depending on repair scope. Despite all thismultiple installation failures, broken parts, visible and worsening damage, and a managers verbal assuranceSafelite corporate told me they were no longer going to help me.Safelite caused the damage, failed to disclose it, attempted a low-quality fix, and is now refusing responsibility. Their handling of this situation has been dishonest, careless, and completely unprofessional.

  

  Business Response

  Date: 06/11/2025

  Hello, 
  
  Please accept my sincerest apologies for this poor experience you've had with us. Per our conversation we are addressing concerns of vehicle damage. We will be escalating this with the management team in the shop. Please reach out to me directly at ************** or reply to this email going forward as correspondence.
  
  Sincerely,
  
  Thank you,
  
  
  ***********************

  Customer Answer

  Date: 06/17/2025

  They are working to resolve the issue.

• Initial Complaint

  Date:06/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been working on getting broken glass replaced in my vehicle for more than a month. I did an online quote for about $350, and signed up for an appointment. The morning of the appointment, I got a reminder of when to be at the shop, BUT THE PRICE HAD INCREASED BY ABOUT $200. I cancelled the appointment and got a call from the manager in *******, **, who said I should have been notified the next day of the correct price. I wasnt. A few weeks later, I tried to set up an appointment, and this time, the website said it could be an at-home situation. I set up an After Pay arrangement that allowed for four payments over eight weeks, and Safelite has been happy to take that money from my account. The next day, **** called from Willmar, said it would have to be done in the shop, and set an appointment. I need this window, and she sounded sincere, so I made the appointment for a Friday.THEN, on Tuesday of the appointment, I got a call saying the technician would be there Thursday and an at-home replacement would be no problem. I changed my work schedule, losing money in the process, and waited for the technician to appear. The technician came on time, was professional enough, started to workthen an hour later, told me the work couldnt be done at my home, that it would need to be done at the shop in *******. Since then, I have been calling Safelites customer service department, the agents tell me theyre so sorry this is going on and they will email the ******* manager, the district manager, the regional managerand have them call me. And no one has called me. They still have my money, AND their window, and I consider that theft.Heres how I would rectify this gigantic boondoggleI would like the back window replaced for the money I have already paid, or I want every cent of the $250 returned to me. This would speak to Safelites policy of customer satisfaction and make me feel somewhat better about this experience.

  

  Business Response

  Date: 06/11/2025

  Hello,
  
  Safelite offers our sincerest apology for the inconvenience you've experienced regarding your service. I gave the phone line **************
   a call to speak with you directly, however reached the voicemail box. I left a voicemail to inform you I'm working on your BBB submission, and will attempt to reach you by phone sometime again today, or tomorrow. In response to your submission, I have sent an escalation email out to the field management regarding your experience, and working towards resolution.  I will ensure an appropriate follow up as soon as possible. Please reach out if you have further questions or concerns, and I look forward to speaking with you directly. We can be reached at Safelite ************* ************, Mon-Fri ******* EST.

  Thank you,

  ******** *******

  Customer Answer

  Date: 06/17/2025

  We have reached a service agreement with Safelite, the work is completed and Im ready to dismiss the complaint.  Thank you.

• Initial Complaint

  Date:06/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was promised refund of the original rock chip repair service after Safelite botched the repair and did it in the rain also.This caused my windshield to crack big time of which they could not repair as they said they do not do motorhomes. Even though this refund does not fix the big crack I now have in my windshield which will cost me several hundreds to fix I need them to honor the refund they said I would get.

  

  Business Response

  Date: 06/10/2025

  Hello and Good afternoon!

  I am reaching out as we greatly apologize about the repair not working and the need of a refund. I have looked into the matter regarding this and gave you a all today to discuss the matter. I also spoke with the Safelite location to see if they have issued the refund. They did confirm to me which I did call and relay to you that the refund was successfully done. The refund was issued to the originator of the payment which was Afterpay. Once you do the service/schedule a work order through them they pay the order for you and you have to pay in increments to complete the full service amount they paid. With this information the refund will be issued back to them as they made the payment. We would advise you contact them again about the refund as the shop confirm a successful credit back to Afterpay. If you are having more issues regarding this matter, we can be reached here or ************. We appreciate you reaching out to us and hope you have a great day!
  

  Thanks,

  Devonta

  Customer Answer

  Date: 06/18/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23449197
  
  I am rejecting this response because: I am still waiting for the refund if there is an issue with the refund back to Afterpay and then to me then safelite should work with Afterpay to resolve. I am currently having to go back and forth between the two. Afterpay is requesting evidence from safelite in the form of a receipt of some kind showing the refund and the Afterpay card number it was refunded to. 
  
  Regards,
  
  ****** ****

• Initial Complaint

  Date:06/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/20/2023 Safelite replaced the front windshield on 2023 HRV. During the service the vehicle was scraped and scratched in several different places. Since then, I have been in contact with several employees and referred to the store leader, *****. Made several attempts to connect with ***** in 2023 who was out of the office for holidays, vacation and medical appointments then eventually retired. In July 2024, I communicated with *** the new store leader, yet the issue was never resolved. After contacting customer service and requesting a regional manager, I was contacted in August 2024 by a regional leader out of S.C. (was temporarily covering the **** area) who connected me with a representative from my area. Eventually met with Safelite employee, **** in Sept. 2024 on my lunch break for him to review the damages and would follow up to resolve the issue. I have not received any follow-up correspondence and made numerous attempts to contact however this issue has yet to be resolved.

  

  Business Response

  Date: 06/10/2025

  Hello,
  
  I'm so sorry about this issue with your vehicle! I will be following up on BBB ID#-******** so we may reach a resolution. I am reaching out to the District Management and the ************************* Team regarding this damage to the vehicle that you are referencing in this BBB complaint. I have informed them of the damage and asked for an update so we may discuss next steps. I should receive a response in 1-2 business days regarding this issue so I may further assist. Once I receive an update on the situation, I will email you with the next steps. In the meantime, please let me know if you have any other questions. Thank you! 
  
  Sincerely, 
  ******* ********