Complaints
This profile includes complaints for Safelite Auto Glass, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,924 total complaints in the last 3 years.
- 698 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/30/2023
Type: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 had a new windshield installed in my truck on Jan. 6, 2023 at the Chesapeake, Virginia shop location. I had it done there since I was told mobile service wasn't available in my area. The seal on this windshield has failed across the top. The windshield was actually moving out of place, and now leaks inside. This happened on Jan. 25, 2023. I have made multiple calls to Safelite, and was told a manager from the Chesapeake location would be contacting me. Today is Jan. 30 and I had no call from them. I called in again, and they are telling me once again there can be no mobile service in my area. We have seen multiple Safelite vans in our neighborhood since the windshield was replaced. The customer service representative on the phone said the vans are doing different things, some are repairs, some are replacements. Since this is a seal replacement and the glass is intact, this seems to be a poor excuse. They also say there is a 90 mile maximum for mobile repair, and I am at 94 miles. He said the manager could approve it anyway, but they did not. I went ahead and made the appointment for the shop, however my daughter said there is no way the truck will make it that far with the windshield like it is. We are going to have to repair it ourselves. I chose Safelite because of their good reputation, but I am regretting that now. I will use a different vendor next time I need windshield service.
Business Response
Date: 01/31/2023
Hello,
We are very sorry for this experience you've had with us. I am one of the Customer Care Agents that was assigned to your case. Since reviewing your complaint, I will be escalating this issue to upper-level management and ask that they reach out to you right away. Please reach out via phone 1-800-638-8958 or email directly if you have further questions.
Sincerely,
*******Initial Complaint
Date:01/27/2023
Type: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.
Safelite repairs should be insured and liable for repair damages since they take money to perform a repair and can cause damage.
In my case, they made an extremely small 1/2" crack into a 3" crack!
They did not have me sign any visible paperwork and the terms of service were not clearly seen or may not even be present on the online form.
They should have to carry and use their own general liability when they make a mistake.
The technician in my case clearly made a mistake in order to spread this crack from the resin and not the pressure he stated.
I feel they shouldn't even be allowed to offer this service under these terms and I plan on pursuing this to the State of Texas to ensure they have to carry insurance and use it at their mistake.
They should offer to fix the additional damages they caused or replace the windshield.
Instead, they snake oiled it to try and get a 1,000 windshield replacement.
You could barely see the damage before ans now it is impossible not to notice a crack 300% larger!!
Terrible product and service, terrible experience!Business Response
Date: 01/30/2023
Hello,
We are very sorry for this experience
you've had with us. I am one of the Customer Care Agents that was assigned to
your case. Since reviewing your complaint, I did escalate this issue to upper-level
management and ask that they reach out to you right away. Please reach out via
phone 1-800-638-8958 or email directly if you have further questions.
Sincerely,
******Business Response
Date: 02/16/2023
Hello,
We provided pricing to the customer for services and they advised they are still shopping or undecided. We can assist if they would like to call 1-800-638-8958.
Thank you
******
Initial Complaint
Date:01/27/2023
Type: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 was going to get my windshield replaced due to a crack. When I completed the application online the price for my replacement it was $265.00 and i had a coupon of $80.00 off that would made my balance at 347. the jumped the price up to $450.00 . That was not the price i was given. When i called customer service they were rude and unprofessional.Business Response
Date: 01/30/2023
Hello,
We are very sorry for this experience
you've had with us. I am one of the Customer Care Agents that was assigned to
your case. Since reviewing your complaint, I did escalate this issue to upper-level
management and ask that they reach out to you right away. Please reach out via
phone 1-800-638-8958 or email directly if you have further questions.
Sincerely,
******Customer Answer
Date: 02/06/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 18937320
I am rejecting this response because: So I initially filled a complaint about the customer service , I experienced when reaching out to them about a website glitch and the pricing changing. A woman from the company reached out. and we discussed the issue, she didn't honor the price difference that the website. had online . Then after she reached, out to the store and completed the the appointment , I was offered a 100 dollar check and was told that the check would be sent out on Tuesday, and should be received by Wednesday, Well I never received a tracking number , I had to call customer service back ,and they transferred me to the store. Which confused me because the store said they couldn't help, So I had to to call customer service back. The whole experience , was unprofessional and after being lied to , I should be able to receive a full refund. I spoke with a gentleman about my concerns he was very unhelpful. He advised me he would be calling back and never did . Later on in the day I was sent a email with tracking information, no follow up call or anything. I just want a full refund this was the unprofessional service ever will also be given a bad review also.
Regards,
******** ******Business Response
Date: 02/06/2023
tracking # -************
$100.00
We are sorry about this please see the above tracking that the payment was sent. If you are needing further assistance please call 1-800-638-8958.
Initial Complaint
Date:01/26/2023
Type: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.
On 1/19/2023 Safelite tech came to my residence to repair 2 chips. On 1/21/23 entering my car for the first time I saw that the chip had spread. I called the 1-800 number and was told I could take it to any location to have them look at it and tell me the next steps. I took it to the site in Baton Rouge, LA, I was told by a few techs there that it was a failed job upon the tech from the Slidell location that he did not put the stuff they use to stop the spread on end. I was also informed that because of this there was nothing they could do except charge me to replace the whole window. If this is a failed job by the company's tech that is not the customer's responsibility. I was given the number of the Slidell location directly and the manager's name. I have sent an email to the company and attempted to contact the site directly and no one is answering the phone or contacting me back. Today makes a week since the tech came out and Saturday will make a week since this was noticed. My windshield is steadily spreading due to the heat and I am unable to use my defrosters.Business Response
Date: 02/03/2023
Hello,
We were able to assist the customer and we have waived their deductible of $50. Please let us know if we can help further. We can be reached at 1-800-638-8958.
Thanks,
Angela
Customer Answer
Date: 02/03/2023
I accept the business's response to resolve this complaint.Initial Complaint
Date:01/26/2023
Type: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.
Safelite technician damaged truck windshield Cowel, door seal and Cowel plastic clips when removing. Technician did not follow policy by inspecting for rust and just removed the windshield. After finding rust, Safelite declined to install the new windshield or return the vehicle to the condition when they arrived. Safelite then Departed the install, leaving the vehicle disassembled and with no windshield. I understand the concern with rust; however, you can't leave someone stranded with a vehicle that has no windshield or disassembled. in pieces. How does someone drive home, without a windshield. I would suggest a hold harmless waiver, which allows the original windshield to be reinstalled so the consumer can get the vehicle somewhere safe to resolve the issue.Business Response
Date: 01/30/2023
Thank
you for contacting our office. I’m sorry to hear this. So that we may better
assist you, please provide the full name as listed on the order, the year
make and model of the vehicle, the work order number if available, and the
telephone number listed on the order. Unfortunately, the
information provided does not pull up your order. If you need immediate assistance,
please call 800-638-8958.Initial Complaint
Date:01/25/2023
Type: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 had my windshield replaced by SafeLite a few years ago, and that windshield leaked water into my truck. I had them replace it 2 years ago which they handled well. I live in SJ, CA, and we have not had much rain until this past month. I found out that my windshield was not installed properly again bc it is leaking again. It is damaging ,y vehicle including a custom stereo system. My truck floor os soaked. I have submitted a number of requests to the customer service department with no response I have tried to get someone on the phone a number of times to no success. Don’t know what to do now.Business Response
Date: 01/27/2023
Good morning, Mr. ****** -
I apologize for the difficulty you have been experiencing in trying to contact us at Safelite. We appreciate you taking the time to reach out, though I'm very sorry you are dealing with this issue.
Our National Lifetime Warranty covers manufacturing defects and our workmanship for as long as you own or lease the vehicle. I called a short time ago and left a voicemail at 408-203-6988 as well as emailing you this information, so we can be sure to get this resolved for you as soon as possible. Please contact us at Customer Care at 1-800-638-8958 or go online to www.mysafelite.com to schedule a warranty appointment.
We look forward to taking care of you and hope you have a great day -
*******Customer Care Representative
Initial Complaint
Date:01/25/2023
Type: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.
I h*d * sm*ll cr*ck in my windshield th*t I scheduled to h*ve rep*ired *t S*felite. On J*nu*ry 24, 2023 *t 10:30 *m I *rrived for my *ppointment. I w*s *sked to sign * document st*ting th*t in the process of the gl*ss rep*ir, the cr*ck could get longer, which I understood. I w*s never given * copy of the document. I w*s *lso not informed th*t there w*s the possibility th*t following the "rep*ir," the windshield would *ctu*lly not be rep*ired, *nd would result in * cr*ck *cross the entire windshield. My technici*n w*s "****". Her n*me w*s *****s, *s is mine, *nd we sh*re the s*me birthd*y, J*nu*ry 5. I know this bec*use I h*d * lengthy convers*tion with her. When the "rep*ir" w*s done, she brought me to my vehicle. She did s*y th*t the cr*ck grew in the rep*ir process. I pointed out th*t there seemed to be p*rt of the cr*ck th*t w*s not filled in. She st*ted th*t it w*s good to go, *nd it will never look like there w*sn't * cr*ck in it, which I understood, but she *ssured me it w*s good. I p*id c*r-side *nd left. By the time I re*ched my home, 20 minutes *w*y, the cr*ck grew to *cross h*lf the windshield. I immedi*tely c*lled, *nd spoke to *n oper*tor who s*id she would send *n em*il to the business. The *ssist*nt m*n*ger, John, did c*ll, but b*sic*lly s*id th*t * rep*ir could not be m*de to * rep*ir, *ll they could do w*s put the *mount I p*id (minus t*x) tow*rd * new windshield; there would be no refund. I w*s dism*yed bec*use if this were the c*se, why didn't the technici*n tell me th*t when I pointed out the obvious new cr*ck, before I even left? She never mentioned I would need * new windshield, which cle*rly I now need to p*ss inspection. I *lso pointed out to John th*t when I w*s told it could cr*ck during the process, I w*s never told it would or could r*ck *fter the rep*ir, let *lone *s I drove off. His solution w*s th*t he would give his employees more tr*ining to express th*t to customers. By th*t time, 12:30, the cr*ck h*d re*ched the edge of the gl*ss.Business Response
Date: 01/26/2023
Hello,
We are very sorry for this experience you've had with us. I am one of the Customer Care Agents that was assigned to your case. Since reviewing your complaint, I will be escalating this issue to upper-level management and ask that they reach out to you right away. Please reach out via phone 1-800-638-8958 or email directly if you have further questions.
Sincerely,
*******
Customer Answer
Date: 02/01/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 18895453
I am rejecting this response because:I received an email response from ******* on January 26, stating that my case was escalated to upper level management, and to call 1-800-638-8958 if I didn't hear back. I waited until 1/30/23 and called the number and spoke to "***" at 12:47pm. I reiterated the case to ***, and he stated that he was resending my case to upper level management for a response. To date (2/1/23 at 11:54am EDT) I have not received any response from anyone. This case has not been resolved. And no one from the management team has made an attempt to reach out to me.
Regards,
A****s ********Business Response
Date: 03/02/2023
Hello,
We are very sorry for this experience you've had with us. I am one of the Customer Care Agents that was assigned to your case. Since reviewing your complaint, I will be escalating this issue to upper-level management and ask that they reach out to you right away. Please reach out via phone 1-800-638-8958 or email directly if you have further questions.
Sincerely,
*******
Customer Answer
Date: 03/07/2023
[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 when they send out the check for $150. I was told that I would receive it in 7-10 business days. At that time, I will edit all of my reviews on Yelp and Google.
Regards,
A****s ********Initial Complaint
Date:01/24/2023
Type: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 11/13/2022 Safelite replaced the windshield on my 2017 Model S Tesla. A few weeks later I took the car on the interstate and noticed a very noticeable wind noise coming from the drivers side upper left area that didn't exist before the windshield replacement. My wife also noticed the loud wind noise and agrees it didn't exist before the new windshield. The noise does not occur on the passenger side. I made an appointment at the same Safelite location as a warranty repair. After I made the appointment I installed a ski rack to transport my snowboard. On 1/23/2023 I took the car in for the warranty repair. A Safelite employee called me and stated there is not an issue and they can't hear any wind noise after driving the car at high speed on the highway. This is a false statement, I've owned the car for over 5 years and I never heard this noise before the windshield. They then proceeded to tell me it was the ski rack making the noise. At this point I know they aren't being truthful because it was making noise before the rack was installed. They refused to acknowledge any wind noise and refused any warranty work. I picked up the car on the same day and spoke with 2 employees. I was told it passed a leak test and said they didn't hear any noise. The tech placed some tape over the suspected area so I could drive home to see if that resolved the issue. The tape did not resolve the issue. I proceeded to remove the ski rack and drive on the highway, the wind noise is still loud. A simply YouTube search has videos of the Tesla windshield not being properly aligned, or sealed, or molding not aligned properly may cause this issue. My Tesla is very quiet inside, so this noise is very distracting since it's a new issue. The molding on the drivers side has a different physical appearance than the passenger side. The employees refused to take any responsibility.Business Response
Date: 01/25/2023
Hello,
Please accept my sincerest
apologies for this poor experience you've had with us. I am one of the Customer
Care Agents that was assigned to your case. I am more than happy to assist you in getting this rectified. Since reviewing your complaint, you and I spoke on the phone. Per our conversation, I will be escalating this issue
to upper-level management. Someone will contact you directly with more details. Please reach out via phone to 1-800-638-8958 or email if any further questions arise in the meantime.
Sincerely,
*******Customer Answer
Date: 02/01/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 18893218
I am rejecting this response because: I was emailed by the company that I would get a phone call regarding this subject but that has not occurred yet.
Regards,
***** *******Business Response
Date: 02/02/2023
Hello,
We Spoke with the customer and have him scheduled for a warranty on the 9th of February. We can pull the windshield and see if there is a contact issue. We will Replace glass if necessary and will work to assist the customer further.
Thanks-******
Initial Complaint
Date:01/23/2023
Type: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.
My car was damaged during the repair of the back glass. I dropped the car at the shop at 6:58 am, appointment was for 7:00 am. They did not take pictures at that time while I was still there. When I went to pick up car, I noticed dents done to where they repaired the glass. I have attached a copy of how I took the car for repair. They claim they have a pre inspection picture timed , but how is it possible that the glass is already cleaned and you can see the white paint and green sticker. They asked me for an estimate after I asked to speak to the president of the North East region, then responded with a letter of denial not dated nor signed. They claim they take pictures of the damages before starting the job, but the technicians clearly manipulate the time. Those dents where done by them. How much of a coincidence that the dents are done right by where repair was done. Also, If you read the reviews on Google by the shop on *** * **** ** ** *****, many others complain of the same issue and it appears no one wants to take responsibility. Please assist.
Thank youBusiness Response
Date: 01/24/2023
Hello,
We completed an assessment before the work was completed. This was also sent to our Auto estimates team for review and we have denied this claim under warranty. Please see the letter attached and pictures for proof and documentation.
There was a Pre Authorization completed to your vehicle at our location at 12/10/2022 6:59:05 AM There was a mark checked to your work order to show: Yes, existing damage.
The Final Receipt was generated at 12/10/2022 8:07:50 AM- when the work was completed. We are kindly asking if you can reach out to your insurance company for further assistance regarding any damage claims.
Thank you
Customer Answer
Date: 01/29/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: ********
I am rejecting this response because:Are you even looking at the picture of how my car was before I took it to the shop? There were large amounts of glass. Your pre-inspection pictures show that the glass has already been removed.
Regards,
****** *********Business Response
Date: 01/30/2023
Hello,
Please see the attached.
Thanks
******
Initial Complaint
Date:01/20/2023
Type: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.
My name is ***** ******. Below is a review of what happened at this Safelite location that I left on their ****.
I called and made an appointment for my cracked windshield. After coming in the first time a few days later it rained in ** and water was coming through the top left side of the windshield where I noticed they didn't seal properly. My sound system went out completely(later I learned from water damage) After conta**ing them again and coming in for another appointment they were to replace the one they had just replaced with another brand new one.
I realized(Safelite in ********** showed me and documented everything after I brought it to them from **) they hadn't replaced my windshield but instead used some black glue in only the top left where I had pointed out the open hole previously. This saddened me and I knew I couldn't go back to them as every time I did my car got worse and worse. I was only visiting in ** when this happened and now my car is getting properly fixed in **********. Due to heavy rain my car has been filled with water and I was told after being shown what they'd done in ** that it was due to the glue and that water had been going in my car for weeks, ruining not just my sound system but also the carpet as well. The young men working on my vehicle(IN **) didn't do anything I asked and completely brushed me off instead of sealing the windshield correctly all the way through.
Unfortunately, my car has severe water damage. Terrible smell in the carpet from so much water over the weeks. Broken radio and sound system. Personal belongings under the seat were destroyed and missed 18 days of work due to these problems.
I am asking for $7,000.00 for the damages above.
***** ******
Please give me a call at ###-###-####Business Response
Date: 01/24/2023
Hello,
We are very sorry for this experience
you've had with us. I am one of the Customer Care Agents that was assigned to
your case. Since reviewing your complaint, I did escalate this issue to upper-level
management and ask that they reach out to you right away. Please reach out via
phone ###-###-#### or email directly if you have further questions.
Sincerely,
******Business Response
Date: 01/30/2023
Hello,
We have been in contact and have escalated this to the District Manager. Please let us know if we can help further.
Thanks
******
###-###-####
Customer Answer
Date: 01/30/2023
[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,
***** ******
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