Business Profile

Windshield Repair

Safelite Auto Glass, Inc.

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

1,917 total complaints in the last 3 years.
700 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:05/05/2025
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 initially scheduled a service with this company in the beginning of January. Due to weather and my work schedule it got postponed numerous times. Finally got the window installed and after noticed damage on the interior panel trim and when I was driving home from work tried to use my wipers and they werent installed correctly so they didnt work. Theyve come out and fixed the wiper and documented the damage on my vehicle. On February 14 they came back out to reinstall the window due to wind noise and the window not being correctly centered. Again they documented all the damages and said they would get back to me. On March 6, I called the store and spoke to ****** and he said they see the documentation and spoke to the master technician in the store and that the trim needed to replaced and they would come replace the window due to scuffs that occurred during the reinstall on Feb. 14. It is now May 5 and still have not heard from the store and have tried calling numerous times with no answer. I have also called the 800 number with no response. I emailed the CEO on may 1st and havent had any response. At this point I just want to receive a refund for the work so I can properly get this fixed somewhere else.
Business Response
Date: 05/13/2025
Hello and Good afternoon!

I am reaching out as I am greatly apologetic about your issues with the Safelite location and they damages caused from the windshield replacement. I am one of the agents assigned to your case and will be helping provide assistance. I have reached out to you today and we spoke briefly to introduced myself and advise I will be providing assistance on this matter. I have escalated this to the quality, district, and shop managers to find resolution based on what you are asking. Once we have any updates on the matter we will contact you, as well if you have any questions or concerns we can be reached here or ************. We again greatly apologize and look forward to resolving matter soon!

Thanks so much!

Devonta
Customer Answer
Date: 05/19/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23289298

I am rejecting this response because:
I spoke to you on Tuesday 5/13 and still have not had a response from anyone even a follow up from you on the actions that you took. Its quite obvious that the regional district or store managers have no care to resolve this issue.

Regards,

***** ********
Business Response
Date: 05/19/2025
Hello and Good afternoon!
We are reaching out as we greatly apologize about this matter and that you have not heard from the management team about an update on the parts. I was able to speak with the store manager **** *****, he confirmed that the parts are on order for you. At the current moment the parts are on back order with no estimated time of arrival at this time. The shop is and has been looking into this and will update you once they have an update as to when the parts will arrive and when they can rectify the matter. I also confirmed with **** he will contacting you today about this to provide more information. We appreciate your patience on the matter and we hope to continue to work with the shop to find you resolve.
Thanks so much!
Devonta
Initial Complaint
Date:05/04/2025
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 3 Dec 2024 I made an appointment through my auto insurance (****) to replace a cracked windshield on my car. Safelite came on 6 Dec 2024 and performed the replacement. In the process they broke the rearview mirror on my car and disconnected the washer fluid system. This damage is supposed to be covered under their 100% Guarantee warranty. They acknowledged the damage at the time of the glass replacement. They scheduled a warranty repair appointment later that month. Just before the warranty appointment they called to reschedule, ostensibly waiting on parts. The reschedule was for 3 Jan 2025. The repair technician did not show up and I had to contact the company. I was told that they had ordered the wrong for my mirror and so they weren't going to come. I told them to send somebody to fix my windshield washing system as a safety concern which they did that night. The mirror was not repaired because they had the wrong parts. After this point the company stopped responding to requests for information. The only phone number connects to an automated voice machine and won't let you talk to a person. I e-mailed the Safelite corporate who claimed they would put me in touch with a human at the local office. Neither the local office nor the Safelite corporate representative are answering my e-mails nor have they provided me with a phone number to contact anybody.
Business Response
Date: 05/08/2025
Good Afternoon,

Thank you for bringing this to my attention. I am one of the ************* Agents that has been assigned to your case. I do understand that at the replacement service on 12/3/2024, the rear view mirror was damaged. You were informed parts were ordered, and we would be out for warranty service. This was scheduled for 1/3/2025, but the mirror was not addressed. The wiper fluid sprayer concern was resolved, but only after the tech did not arrive, and you had to call in for information. I do sincerely apologize for this, and this has been escalated to our upper management team for review and assistance. I will be continuing to monitor and follow up on this case until a resolution has been reached. Once we do have some updates, I will be sure this is communicated directly to you, either from our management team, or from me directly. Please let me know if there may be anything further we could assist you with. Feel free to reply directly to this email as well. Thank you and have a great day!

Dakota G
************* Representative
Initial Complaint
Date:05/03/2025
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.
My vehicle was serviced on April 22nd 2025. Improper installation of the windshield in 2023 had caused water infiltration into the cabin of my vehicle. This was rectified during the visit. The staining and water damage was to be addressed by a detailer, as agreed upon. However, upon receiving the vehicle back, it was noticed that the leather of the steering wheel was perforated at the ~12 ******* position. When this was brought to the attention of the quality managers, they remarked that this was "normal wear and tear" and refused to repair the damage. The district manager repeated this message, despite the age of the vehicle, or the grime that had been embedded in the perforation. (This same grime is located in multiple areas in the vehicle, such as the wheel and the latch to open the hood. The vehicle has been cleaned before being brought to the ********** Safelite Auto Glass location) The managers involved have been completely unwilling to communicate with me. The only responses I have gotten are by calling the store manager (**** is fantastic) or speaking with customer service, who claim to be unable to do anything to assist directly. The vehicle (2023 Genesis ***** was left in the care of the technicians in ******* in clean, undamaged condition (except the water damage) and returned with grime and leather damage. No one will own the damage. This is unacceptable.
Business Response
Date: 05/08/2025
Hello and Good afternoon!

I am reaching out as I have read your complaint and I greatly apologize about this. I will be one of the agents who will be helping and assisting on this matter. It has been advised through our conversation that you have been needing assistance on the steering wheel damage. I will be investigating this matter with our management to see what can be done and how this can be resolved. It was also advised you would send over paper work for the detailing you had done with the third party before the safelite service. That will help us with find resolve. We appreciate you for agreeing to send that information and once we have any updates we will reach out to provide assistance. If you have any questions or concerns we can be reached here or ************.

Thanks so much!

Devonta
Customer Answer
Date: 05/16/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23283172

I am rejecting this response because:
Thus far no solution has been offered. All requested documents have been provided, and I have been informed that the issue is still under investigation.

Regards,

******* *******
Business Response
Date: 05/20/2025
Hello and Good afternoon!
We greatly apologize about this matter and no resolution for your damages. We are working diligently with our management team to help and try and locate an resolution. They have looked over the diagnostic sent over and we aren't able to locate the cost or estimate for the steering wheel damage. If we could we would like to ask for a diagnostic from the dealer as that does include the scope of work for the steering wheel damages. Once we have that we can try and provide more assistance. We appreciate your understanding and patience!
Thanks so much!
Devonta
Customer Answer
Date: 05/22/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23283172

I am rejecting this response because: a resolution has not yet been reached. I am attaching the requested quote for the repair needed to repair my vehicle as requested.

Regards,

******* *******
Business Response
Date: 05/27/2025
Good afternoon,
I appreciate you and all your assistance and patience. I did receive the estimate and I have passed it over to our management team. They are reviewing the documents and will be contacting you about this and what they can advise for resolution. We appreciate you and all your patience and hope to have this resolved for you soon!

Thanks,
****** Dennis
Initial Complaint
Date:05/03/2025
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.
Unfortunately **** uses safelite for windshield claims. Safelite sent me a link that would not work, to upload images of the damage. When I called and told them the problems I had, they said the link and online app is the only method of submitting images and there is no alternative if it doesn't work (which it didn't). They were rude and unprofessional and provided no alternative means to prove the damage. The response was so horrible that I'm considering leaving **** for working with such incompetent people.
Business Response
Date: 05/05/2025
Hello,

I'm so sorry about these issues with scheduling an appointment! I spoke with my supervisor regarding BBB Complaint ID ******** and was advised we would want a Glass Claims Supervisor to look into this issue for you. Please call ************** to discuss this so we may resolve this issue for you. I have put a note in the account for you to be transferred to a supervisor to resolve this issue. I also requested a call pull as well so we may listen to the call and preform the necessary coaching for this representative as well. Please let me know if you have any questions I may assist with in the meantime!

Sincerely,
******* ********
Initial Complaint
Date:05/01/2025
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 got my windshield replaced on 07JAN25 at ***************, ** by Safelite Autoglass out of ***********, ** and again on 01MAY25 for what should have been covered under warranty. On 29APR25 on/about 4pm, I got into my car, adjusted my mirror and my mirror came off my windshield. It snapped off and my mirror was dangling by the electrical wiring. The gas on the windshield was cracked. I set up an appointment to get my windshield replaced same day. On 01MAY25, about an hour before my appointment, I realized the defective workmanship of bonding my mirror to my windshield could be covered under warranty. I called the Safelite customer service line and asked for my appointment to be switched to a warranty service order. I expect Safelite workmanship to make my mirror bond to my windshield, even under hot desert conditions. Safelite technician arrived at my residence, looked at the damage and confirmed with his boss over the telephone. His boss determined this was not defective workmanship, but I tore my mirror off my windshield. I am seeking a refund for service rendered.
Business Response
Date: 05/02/2025
Hello and Good afternoon!

I am reaching out as we have read over your complaint regarding the windshield install and rear view mirror issue. We greatly apologize about this and would like to help offer assistance. I am one of the agents who have read over your complaint and will be helping provide resolution. I have called you today and it did not let me leave any voicemail which is okay. We can communicate through email if that works best or we can be reached at our ************ number. I have taken the complaint and escalated it to the management team and quality managers to over look this complaint and provide guidance on next steps or what can be done. Once we have that update we will reach out to you. We again apologize greatly and appreciate you contacting us for assistance.

Thanks so much!

Devonta
Initial Complaint
Date:05/01/2025
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 car to them ******* **, *********, ****, because my windshield was cracked. They calld me to say they could not replace it as they did not have teh right windshils. There was a mix up, thinking my car was someone elses. Then they gave me the keys. As soon as I left, I realized there were issues: front collision sensor, back up camera, the plastic cover over the wiring on the widnshield fell off. I called my bank and stopped payment on the check. I did not get a receipt or invoice or any paperwork.
I was told to return the following Saturday. I returned and they said they couldn't look at it. They could not find me in their records under my name or phone number, they have no record of me having the windshield replaced. I was then told to take ti somewhere else.
Business Response
Date: 05/01/2025
Hello and Good Morning!

We are very apologetic about this matter and would like to help you find resolution for your issues. I have called you this morning and left a voicemail with our ************ number and to advised that we will email you as well to try and locate more information in order for us to provide assistance. We tried to locate a work order for you and were not successful in doing so. We would need that information to help provide further assistance. If you could please reach back out to us with the time and date to when the work was done, as well any other supports documents to locate the order such as the work order number, phone number, or referral number. Those are all things that will help us locate the order and more forward with your complaint. We look forward to your response and to provide assistance as soon as we can!

Thanks so much!

Devonta
Initial Complaint
Date:04/30/2025
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.
My appointment was at 2:00 to fix a Windshield chip repair. The customer service clerks stated it would be 35 minutes before it was completed. Thirty-five minutes later, I asked if it was finished. The clerk stated they forgot about it. Fifteen minutes later, I checked to see about the progress and they forgot to work on it again. I had to enter the garage to speak with a technician to make sure they started their job.I want compensation for wasting my time for you not doing your job. I basically had to do the clerks job.
Business Response
Date: 05/01/2025
Good afternoon,

I hope this email finds you well, I am reaching out regarding a BBB claim that has been submitted recently. I'm truly sorry to hear of your experiences with us thus far! Per our phone conversation, I have shared the details of the claim with our **************** team, and I am currently awaiting a response. I will send you updates as soon as I receive them! In the meantime, if you have any additional questions or concerns, please feel free to reach me directly via email. You can also call our ************* team at ************, we are open Monday through Friday from 8am to 7pm EST.

Thank you for your time,
****** **** | ************* Representative
*************************** Way | ******************
*******************************************************************************
Customer Answer
Date: 05/01/2025
[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:04/30/2025
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.
I am writing to bring to your attention a discrepancy I encountered while obtaining cost for a windshield replacement through your service.I received two different prices for the exact same service and vehicle information. The first cost was $281.34 and the second cost was $327.62 There was no clear explanation for the difference, and this inconsistency is quite concerning as a customer seeking reliable and transparent service. I have the supporting documentation (emails) that support this claim.I am a disable veteran and I would appreciate it if you could rectify this issue. I also ask that you consider honoring the lower price I was given. Thank you for your attention to this issue. I look forward to your response and a fair resolution.Sincerely,Kicell ****** Email: ********************** Cell: ********** Vehicle: 2009 ****** Altima Coupe
Business Response
Date: 05/01/2025
Hello and Good afternoon!

I am reaching out as I have read over your complaint and greatly apologize about this matter. I am one of the agents assigned to your case and will be helping provide assistance. I have called you today and we discussed the matter with the pricing. We were able to as well come up with a solution for the matter regarding the pricing. It has been agreed that you will accept the $40 one time goodwill for this order in order to have it coincide with the amount being quote from 10/2024. The goodwill check will be setup and issued to you within 7-14 business days to the address **************************************. The appointment was rescheduled for tomorrow in shop to have the glass replaced. If you have anymore questions or concerns please don't hesitate to reach out to us here or ************. We appreciate you reaching out and hope you have a great day!

Thanks so much!

Devonta
Customer Answer
Date: 05/05/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23268261

I am rejecting this response because:
complaint number, 23268261
Hiver-disputeresolution
Hiver-disputeresolution/open
Hiver-disputeresolution/tdancy

Kicell ****** <*******************************>
Thu, May 1, 9:46 AM (4 days ago)
to disputeresolution

---------- Forwarded message ---------
From: Kicell ****** <*******************************>
Date: Wed, Apr 30, 2025 at 09:53
Subject: Fwd: Safelite Service Reminder - Workorder #*****-64974
To: <******************************************************************************>

---------- Forwarded message ---------
From: Safelite <*******************************************************************************>
Date: Fri, Oct 11, 2024 at 12:29
Subject: Safelite Service Reminder - Workorder #*****-64974
To: <*******************************>

Safelite
You're on the books!
YOUR APPOINTMENT DETAILS
Monday, October 14
Your technician will arrive between 8:00 AM - 12:00 PM CST at
****************************************
Add to Calendar Add to calendar
Work order number: *****-64974
View or edit my appointment
About your appointment
transportation
We'll need your keys. If you'd like, just leave them on the dash.
Instructions
If inclement weather is expected, be prepared to supply proper cover for your tech.

Most mobile replacements can take between 1-2 hours to complete.
Want to save time during your appointment?
Enter your credit card information to be charged after your service or use Afterpay* for 4 interest-free installments, starting today.

Choose a payment option
*If using Afterpay, we recommend signing up now to avoid any delays at time of service.
Order details
Parts, labor, and moldings $284.68
Recycling $39.99
Promo code: MilitaryUnder500 -$75.00
Subtotal $249.67
Sales tax $31.67
Total $281.34
Payment due at the time of service
Just a few important things to know:
1 To ensure the safety of our technicians, please remove any dangerous materials such as weapons, needles, or hazardous chemicals from your vehicle before service.
1 Your technician will need at least five feet of space on all sides of your vehicle to complete your service. If your vehicle is parked in a covered location, your technician will need seven feet of clearance.
1 In the case of severe weather conditions, your appointment may be rescheduled. Well contact you if rescheduling is necessary.
1 Your technician will keep you updated with timely notifications regarding your service before and during your appointment.
My appointment
Reviews
Safelite Solutions
Help Center Privacy Policy Terms of use
Instagram ******** ******** youtube
Copyright 2024 Safelite Group,
7400 Safelite **************************

Youve received this email because you recently contacted the Safelite Group family of companies for auto glass information.
View in browser

complaint number, 23268261
Hiver-disputeresolution
Hiver-disputeresolution/open
Hiver-disputeresolution/tdancy

Kicell ****** <*******************************>
Thu, May 1, 9:48 AM (4 days ago)
to disputeresolution

---------- Forwarded message ---------
From: Safelite <*******************************************************************************>
Date: Wed, Apr 30, 2025 at 09:08
Subject: Were coming today to get you fixed up!
To: <*******************************>

Safelite
Illustration of a Safelite mobile van outside a house
Its time to fix your glass!
Your appointment details:
Photo of your Safelite technician
Your tech:
Dacorian

Location:
***************************************

Service:
Windshield Replacement

Expected appointment duration:
1 to 2 hours

Estimated arrival time:
12:00 PM - 5:00 PM

Balance due:
$327.62
About your appointment

Well need your keys. Feel free to hand them to your tech when they arrive or just leave them in a safe spot inside your unlocked vehicle.

To save time, please provide your payment info now on our secure payment portal:
card-lock
View payment portal
Otherwise, will reach out once your service is complete to collect payment.
alert
For our technicians' safety, please remove any dangerous materials such as weapons, needles, or chemicals from your vehicle prior to service.
Illustration showing the clearance area needed for glass repairs
Prepare for your
appointment
icon1
Well need at least five feet of space on all sides of your vehicle to complete service.
icon2
If your vehicle is parked in a covered location such as a garage, the ceiling height must be at least seven feet.
icon3
If its raining, please be prepared to provide coverage for your technician.
icon4
If there is snow or ice on or around your glass, please remove it prior to your appointment.
Illustration of a safelite technician replacing a windshield
What to expect
Once your tech arrives, they'll complete the following steps:
icon1
Walk you through the service of removing, replacing, and installing a new windshield
icon2
Completely remove the old windshield
icon3
Using the most advanced primers and adhesives on the market, as well as our innovative TrueSeal technology, insert a new windshield
icon4
Clean all of the windows and vacuum any glass or debris out of your vehicle
icon5
Tell you about the ***** minute drive-away-time adhesive, which allows you to drive away quickly and safely
And then youre done! Youll be ready to get back on the road safely. Keep an eye on your email or texts for important updates about your service.

If you have any questions about your upcoming service, call us at ************.
Appointment Details

Warranty Info
Safelite Solutions
Facebook Instagram Youtube ********
Copyright 2025 Safelite Group,
7400 Safelite **************************

Youve received this email because you recently contacted the Safelite Group family of companies for auto glass information.
Help Center Privacy Policy Terms of Service
View in Browser

complaint number, 23268261.
Hiver-disputeresolution
Hiver-disputeresolution/open
Hiver-disputeresolution/tdancy

Kicell ****** <*******************************>
Thu, May 1, 9:55 AM (4 days ago)
to disputeresolution

---------- Forwarded message ---------
From: Safelite <*******************************************************************************>
Date: Mon, Oct 14, 2024 at 07:03
Subject: Were coming today to get you fixed up!
To: <*******************************>

Safelite
Illustration of a Safelite mobile van outside a house
Its time to fix your glass!
Your appointment details:
A red Safelite van
Your tech:
****

Location:
************************************

Service:
Windshield Replacement

Expected appointment duration:
1 to 2 hours

Estimated arrival time:
8:00 AM - 12:00 PM

Balance due:
$274.02
About your appointment

Well need your keys. Feel free to hand them to your tech when they arrive or just leave them in a safe spot inside your unlocked vehicle.

To save time, please provide your payment info now on our secure payment portal:
card-lock
View payment portal
Otherwise, will reach out once your service is complete to collect payment.
alert
For our technicians' safety, please remove any dangerous materials such as weapons, needles, or chemicals from your vehicle prior to service.
Illustration showing the clearance area needed for glass repairs
Prepare for your
appointment
icon1
Well need at least five feet of space on all sides of your vehicle to complete service.
icon2
If your vehicle is parked in a covered location such as a garage, the ceiling height must be at least seven feet.
icon3
If its raining, please be prepared to provide coverage for your technician.
Illustration of a safelite technician replacing a windshield
What to expect
Once your tech arrives, they'll complete the following steps:
icon1
Walk you through the service of removing, replacing, and installing a new windshield
icon2
Completely remove the old windshield
icon3
Using the most advanced primers and adhesives on the market, as well as our innovative TrueSeal technology, insert a new windshield
icon4
Clean all of the windows and vacuum any glass or debris out of your vehicle
icon5
Tell you about the ***** minute drive-away-time adhesive, which allows you to drive away quickly and safely
And then youre done! Youll be ready to get back on the road safely. Keep an eye on your email or texts for important updates about your service.

If you have any questions about your upcoming service, call us at ************.
Appointment Details

Warranty Info
Safelite Solutions
Facebook Instagram Youtube ********
Copyright 2024 Safelite Group,
7400 Safelite **************************

Youve received this email because you recently contacted the Safelite Group family of companies for auto glass information.
...

[Message clipped] View entire message

Regards,

Kicell ******
Business Response
Date: 05/05/2025
Hello and Good Afternoon!
We are reaching out as we have contacted you about this matter regarding the fees and came to agreement. We have issued the $40 goodwill to you. We verified the address ****************************************************************************. Check was processed on 5/1/2025 and you will receive the goodwill within 7-14 business days. If you do not receive the goodwill within that timeframe, please let us know and we will look into this for you!
Thanks so much!
Devonta
Customer Answer
Date: 05/06/2025
[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,

Kicell ******
Initial Complaint
Date:04/29/2025
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.
My two windows was replaced January 4th the wrong glass was but the back window glass the was put in is darker then the windows. I have been calling safelite since january and was getting the run around every time in and early april a representative finally was able to get me a call back. And an appointment was scheduled for april 26 to replace my window.. and on April 25th I received a phone call canceling my appointment saying that they don't make the glass for my window anymore. And Noone will take my call or call me back regarding the issue.
Business Response
Date: 04/30/2025
Hello,

I'm so sorry about this issue with your glass! 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 issue reported in the BBB complaint 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,
******* ********
Customer Answer
Date: 05/05/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23265964

I am rejecting this response because: The representatives call and emiled and said that they will reaching out to their district management to work on a solution but no solution was discussed and I have not been contacted since

Regards,

**** ******
Business Response
Date: 05/05/2025
Hello,
I received an email 4/30 from the Store Manager stating he was looking into this issue. I have emailed again to determine the updates we have on this issue. I apologize for the delay and I will be emailing to ensure we can provide an update for you on this tinting. I should receive an update in 1-2 business days. If I don't receive a response in that time, I will further escalate this issue to ensure a response on this issue. Let me know if you have any questions in the meantime! Thank you
Sincerely,
******* ********
Customer Answer
Date: 05/07/2025
I received an email from ******* ******** and she was waiting for a response from the District Management for safelite.. So i'm waiting for that reply and a revolution.
Customer Answer
Date: 05/14/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23265964

I am rejecting this response because:
I received a phone call and schedule a date for service on Saturday May 17th.

So I am waiting for that day, hopefully the situation will be resolved.

Regards,

**** ******
Business Response
Date: 05/15/2025
Good afternoon,
As per your email, the appointment has been scheduled on 5/17. Please reach out to ************* at ************ if you have any additional questions or concerns prior to the appointment or upon completion of the service.

Thank you,
****** Dennis
Customer Answer
Date: 05/17/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23265964

I am rejecting this response because:
The technician came out (and he was very kind) but unfortunately had the wrong glass again and told me that someone wil contact me Monday..
Regards,

**** ******
Business Response
Date: 05/19/2025
Hello,
I'm so sorry about that! I have emailed the Management Team regarding this tinting issue. I am asking for an update so we can ensure a resolution on this issue. I have added this to my list of follow *** to ensure we have a resolution on this issue. I should receive a response in 1-2 business days and should be able to provide a response at that time. If I do not receive a response in that time frame, I can escalate this issue to ensure a response. Thank you!
Sincerely,
******* ********
Customer Answer
Date: 05/20/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23265964

I am rejecting this response because: every message I receive say that they will follow up in 1-2 business days but no one ever does. The window wasn't change Saturday ,I was told will receive a phone call Monday no one Has contacted me. Every time I speak to someone, every message.. says they're going to escalate it to higher up but it's not happening.

Regards,

**** ******
Business Response
Date: 05/21/2025
Hello,
I'm so sorry that no one has reached out to you! I called the Safety Quality Manager of this area, and he is going to look into this issue personally and provide an update. The Safety Quality Manager is looking into this issue and will be updating me via Teams. I'm so sorry for the delay and we are continuing to look into this issue with the tinting. The Safety Quality Manager stated he would update me on this situation on Teams after he looks into this. I will send an update as soon as I receive a response.
Sincerely,
******* ********
Customer Answer
Date: 06/01/2025
Hello, Please do not close my case. Mt window has not been fixed. My family and I are dealing with the passing loved one.
Business Response
Date: 06/03/2025
Hello,
I will email the Safety Quality Manage and District Manager regarding this issue and ask for an update. I will provide an update regarding this part as soon as one is made available to me. I apologize about this issue and the delay on the resolution with your tint. Thank you!
Sincerely,
******* ********
Business Response
Date: 06/11/2025
Hello,
I am corresponding with the **************** team regarding this issue with the window tinting. I am corresponding with the **************** team currently to have this issue with the window tinting addressed. I have requested an update so we can ensure this issue is resolved for you. Please allow 1-2 business days for a response so I may relay any updates I receive. Thank you!
Sincerely,
******* ********
Customer Answer
Date: 06/11/2025
[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.
The window has been fixed Saturday. The technician was very kind and informational..

Regards,

**** ******
Initial Complaint
Date:04/29/2025
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.
On 3/24/25, I scheduled an appointment with Safelite to repair a chip in my windshield. The next morning, the crack had spread, so I called to update the appointment to a replacement. I was offered two options: a free universal windshield or an *** windshield for $474.69. I initially chose the free option, but after discussing with my husband, I called back and changed to the *** option, specifically requesting the original windshield with the etched **** Benz signature, as came with my Mercedes that I loved so much. When the technician arrived, I explained I was paying extra to receive that same *** windshield. After installation, I discovered it did not have the **** Benz signature and was not the same as the original, it only said "Mercedes." I called Safelite to express my concern. A service manager later told me that the windshield I expected is only available directly from ******** and that Safelite cannot obtain it. This key detail was never disclosed to me before purchase or installation. Had I known this, I would not have agreed to pay $474.69. I believe I was misled and requested a resolution: either a full refund or to replace the incorrect windshield with the originally offered universal one and refund the $474.69. I was told neither was possible because the installed windshield couldnt be reused, but that is not my responsibility. The only resolution offered was a **** Benz sticker to apply to the windshield. I declined, as the original signature was etched in the glass, not a sticker and I do not want a bunch of writing all over the windshield. I escalated the matter and was told someone would follow up. Its now been over a month with no response. I feel this was mishandled and am seeking a full refund or a proper replacement consistent with what I was promised.
Business Response
Date: 04/30/2025
Good afternoon,

I hope this email finds you well, I am reaching out regarding the BBB claim that was submitted recently. I'm truly sorry to hear of your experiences with us thus far! Per our phone conversation, I have relayed the claim information to our **************** team. I will send you updates directly as I receive them; in the meantime, if you have any additional questions or concerns, please feel free to reach me directly via this email string. You can also call our ************* team at ************, we are open Monday through Friday from 8am to 7pm EST.

Thank you for your time,
****** **** | ************* Representative
*************************** Way | ******************
*******************************************************************************
Customer Answer
Date: 05/02/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23263355

I am rejecting this response because: there has been no resolution. Yes, I received a phone call saying she would follow up on it, but since I haven't heard anything and no options to resolve or make it right has been discussed.

Regards,

****** Ireland
Business Response
Date: 05/05/2025
Good afternoon,

I hope this email finds you well, I am reaching out to advise that we are still looking into this claim with our **************** team and have requested audio pulls for further clarification in the matter. Once the audio has been reviewed, we will be able to provide a more detailed update on the next steps. Please feel free to reach me directly in the meantime if you have any additional questions or concerns.

Thank you for your time,
****** **** | ************* Representative
*************************** ************************
*******************************************************************************
Customer Answer
Date: 05/05/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23263355

I am rejecting this response because:
Still no resolution discussed.

Regards,

****** Ireland
Business Response
Date: 05/06/2025
Good afternoon,

I hope this email finds you well, I am reaching out with a follow-up regarding the claim. At this time, we are still awaiting the audio pull for further clarification. We will provide an update as soon as we receive it. Please feel free to reach out if you have any additional questions in the meantime!

Thank you for your time,
****** **** | ************* Representative
*************************** Way | ******************
*******************************************************************************
Customer Answer
Date: 05/09/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23263355

I am rejecting this response because:

Still no action has taken place to make this right.

Regards,

****** Ireland
Business Response
Date: 05/15/2025
Good morning,

I hope this email finds you well, I am reaching out with an update regarding the claim. We have received the audio results and are awaiting the **************** team to review for resolution. I will provide further updates as soon as I receive them. If you have any questions or concerns, please feel free to contact me directly!

Thank you for your time,
****** **** | ************* Representative
*************************** Way | ******************
*******************************************************************************
Customer Answer
Date: 05/15/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23263355

I am rejecting this response because:
Again, no action has been taken. Do you know why it's taken weeks to get the audio pulled? When do you anticipate to have a new update to provide?

Regards,

****** Ireland
Business Response
Date: 05/19/2025
Good morning,

I hope this email finds you well. I wanted to follow up regarding your concerns about the missing ************* signature etching on the replacement glass. The etched logo is applied during the original manufacturing process and is not something that can be ordered or replicated after installation. For this reason, ************* provides a factory-issued emblem sticker as an alternative solution for situations like this. We would be happy to order and install the sticker at no cost. We understand how important the appearance and authenticity of your vehicle are to you, and we want to do what we can to make this right. If you wish to revisit the offer or if you have any further questions, please let me know!

Thank you for your time,
****** **** | ************* Representative
*************************** ************************
*******************************************************************************
Customer Answer
Date: 05/19/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23263355

I am rejecting this response because:
Thank you for your response, but this option has already been presented and does not resolve the issue. I did not receive the product I requested, and simply adding more wording to the existing windshield will not meet my expectations. It would result in a cluttered appearance and is not an acceptable solution.
The only way I would consider resolving this matter is if you replace the current windshield with a universal version, apply the proper sticker, and issue a refund for the amount I paid. But again, this would be a sacrifice on my end, because what I was expecting was the etched **** Benz signature like I had and the whole reason I called back and decided to pay the almost $500. It was to get that windshield, I was never told otherwise.
As such, I respectfully reject this offer.

Regards,

****** Ireland
Business Response
Date: 05/20/2025
Good afternoon,
We apologize for the inconvenience experienced. Per the confirmation from the field management, unfortunately the etched glass is only available from the original glass when the vehicle is manufactured and cannot be ordered. As shown on the attached work order, the factory glass was installed and the option is still available as mentioned by the field to order and apply the factory sticker that the manufacturer offers in placement of the etching. Due to this information not being relayed to you prior to installation, Safelite will offer to refund the *** differential as a courtesy in the amount of $474.69. To proceed with this payment please complete and return the attached document at your earliest convenience. The witness portion will also need to be signed by a legal adult of the age of 18 or older.
Thank you,
****** Dennis
Customer Answer
Date: 05/20/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23263355

I am rejecting this response because: Once I receive the refund I will close this case. I have uploaded the document requested.

Regards,

****** Ireland
Business Response
Date: 05/21/2025
Good morning,
Please proceed with providing the signed documentation to the email address stated below. The document was not attached on the previous response:
************************************************************************
Thank you,
****** Dennis
Customer Answer
Date: 05/21/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23263355

I am rejecting this response because:
I just emailed it to you and attached it here again. Also, continuing to reject until this matter is completely resolved.

Regards,

****** Ireland
Business Response
Date: 05/21/2025
Good afternoon,
The check payment has been submitted for processing. Please note standard mailing time frame applies 7-10 business days.
Thank you,
****** Dennis
Customer Answer
Date: 05/22/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23263355

I am rejecting this response because: To confirm the email that was sent to me yesterday, there is no check being mailed and it will be a credit back to my credit card, correct? So this message is inaccurate and still will be rejecting until this matter is fully resolved.

Regards,

****** Ireland
Business Response
Date: 05/22/2025
Good afternoon,
Yes, in correction of the previous message, the refund of for the amount stated will proceed to the card on file instead of check method. The payment processing for this method primarily takes 5-7 business days.
Thank you,
****** Dennis
Customer Answer
Date: 05/22/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23263355

I am rejecting this response because:
Thank you for confirming.
I will continue to reject this until the matter is completely resolved, which I hope will be within a week.

Regards,

****** Ireland
Business Response
Date: 05/24/2025
Good morning,
The refund of for the amount stated will proceed to the card on file instead of check method. The payment processing for this method primarily takes 5-7 business days.
Thank you,
****** Dennis
Customer Answer
Date: 06/02/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23263355

I am rejecting this response because:
I still have not received the refund.

Regards,

****** Ireland
Business Response
Date: 06/03/2025
Good afterrnoon,
I received the following confirmation from our Billing team that the refund was finalized on 5/23. The processing time frame in which to expect the refund to reflect on the bank account is typically 5-7 business days. Please refer to your banking institution if the refund does not reflect by end of week.

Thank you,
****** Dennis
Customer Answer
Date: 06/05/2025
[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 since I have now received the agreed upon refund.

Regards,

****** Ireland

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Safelite Auto Glass, Inc. is BBB Accredited.