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.

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Safelite Auto Glass, Inc. has 651 locations, listed below.

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• 

  Safelite Auto Glass, Inc.

  7400 Safelite Way Columbus, OH 43235-5086

  
• 

  Safelite Auto Glass, Inc.

  1670 Harmon Ave Ste C Columbus, OH 43223-3350

  
• 

  The J.N. Phillips Company, Inc.

  11 Wheeling Ave Woburn, MA 01801

• 

  The J.N. Phillips Company, Inc.

  153 Iyannough Rd Hyannis, MA 02601

• 

  Safelite Auto Glass

  216 Carter St Chelsea, MA 02150

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:01/14/2023

  Type:Customer Service 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.

  Claim was submitted to Safelite for windshield repair on my 2019 Mercedez Benz in Sep 2022. From Sep through Dec there was no response to phone calls which were made to obtain status of our claim. On Dec 16th, Safelite came to replace the windshield. The old windshield was removed and the new one was attempted to be mounted but technician realized it was the incorrect windshield. Once again there was no response from Safelite and when we are able to get a hold of someone they are not able to provide a status. Our car is sitting with the rear view mirror hanging and of course cannot be driven since Dec 16th. Safelite will not provide a rental or have been able to resolve or attempt to resolve our issue. Customer service and Management at local office have provided the worse service ever. All we want is to get our windshield replaced or for them to provide a rental until they can get our issue resolved.

  

  Business Response

  Date: 01/18/2023

  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,
  ******

• Initial Complaint

  Date:01/13/2023

  Type:Customer Service 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.

  Scheduled a windshield replacement. Then canceled my appointment. Two days later my insurance calls me saying they are claiming a vehicle i don't own for a windshield replacement. My insurance information i gave them is not secure.

  

  Business Response

  Date: 01/18/2023

  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 research the work order and the vehicle on file shows 2003 Hummer H2. The appointment was deleted. If we need to update information or reopen this work order please let us know. Please reach out via phone ###-###-#### or email directly if you have further questions. 
  
  Sincerely,
  ******

  Customer Answer

  Date: 01/20/2023

  [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: how come 3 days later you tried to claim a 2018 range rover on my account? My insurance called me.
  
  
  
  Regards,
  
  
  
  **** *********

  

  Business Response

  Date: 01/23/2023

  Hello, 

  We do not have those records. Please provide screen shots invoices, claim details so that we can help you further. Based on the information that we received. We replied with the details that we have. Please reach out to your insurance company for further information and they can dispute that with our client services team. They can be reached at ###-###-#### option # 3. 

• Initial Complaint

  Date:01/12/2023

  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.

  Went in 1/11/2023 to have my windshield repaired due to a rock hitting it, fairly small crack in the windshield, with understanding the risk of the crack possibly getting worse I signed a form allowing them to proceed and I was fine with the repair not making the crack disappear, what is getting me is I called in to their glass claims department through progressive and it seems the agent dismissed my claim as unimportant.... with this resin filling its supposed to be smooth and not able to feel the crack but I can still feel the pit where the rock hit and the crack has gotten significantly worse due to the botched repair, I firmly believe the job was rushed as my last chip repair took 30 to 45 minutes and this one was maybe 15 to 20 minutes....

  

  Business Response

  Date: 01/13/2023

  Good afternoon, 
  
  Thank you for contacting our office. I’m so sorry that the repair on your vehicle has failed. While we do have a very high success rate with our repairs, there is no way to determine how the already damaged glass will react to the repair process. The outcome of a repair is affected by many factors, including but not limited to:
                - The age of the damage
                - The size and location of the damage on the windshield
                - Glass is a sensitive and unpredictable material
  
  Our chip repairs are done to preserve the structural integrity of the glass and not for cosmetic purposes. If the repair fails i.e. starts to crack out further or is not visibly pleasing; Safelite offers a money back guarantee where we will credit the out of pockert cost of the repair toward the replacement of a new windshield; however, your deductible or out of pocket cost would apply. Based off our records, it appears that the replacement has been established in which a cash quote is scheduled on 1/19/2023 and then an insurance claim is scheduled on 3/6/2023. Please reach out via phone ###-###-#### or email directly if you have any further questions or concerns. 
  
  Sincerely, 
  ****** 

  Customer Answer

  Date: 01/13/2023

  [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,
  
  
  
  ***** *******

• Initial Complaint

  Date:01/12/2023

  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.

  Around September 23rd 2022 took my vehicle to safelite to have my windshield repaired. Showed up and a couple hours later they said that the windshield was defective and that they would have to order me a new one so I signed the waiver and left for them to bring a new one about a week or two goes by and the new windshield comes in go back in there and they attempt to put the second windshield on there. Same problem with the recalibration of my vehicle. I was told then that my car may have been modified and that they would not be able to do the recalibration that I would have to take the vehicle to the dealership and have them do the recalibration upon that conversation. I also have an email from the store manager saying that I would be issued a refund of 700 and some odd dollars via a check because they cannot refund it to PayPal. Take the vehicle to the dealership and they say that the car is perfectly stock minus the broken windshield. The dealership told me that the windshield was the problem. They said it had something to do with a bracket was defective. So then I take this back to safelite and was under the impression that I was going to get that 700 and some odd dollars plus the 150 took me at the dealership. This is terrible business practice. I have been battling this since about September.

  

  Business Response

  Date: 01/13/2023

  Good afternoon, 
  
  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. I have requested an immediate update on the stated refund and advised for them to follow up with you directly as soon as possible. Please reach out via phone 1-800-638-8958 or email directly if you have further questions. 
  
  Sincerely,
  ****** 

  Customer Answer

  Date: 01/23/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 18730785
  
  
  
  I am rejecting this response because: i called the location today about the voice mail i have received and asked to peak with the lady that left me the message and got they didnt know who i was talking about that someone with that name dose not work there. i got no update with the claim nor with the pending refund all i got was it was mailed out and the time of invoice. 
  
  
  
  Regards,
  
  
  
  ***** *******

  Customer Answer

  Date: 01/30/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 18730785
  
  
  
  I am rejecting this response because: I have not received any calls or messages from the company. 
  
  
  
  Regards,
  
  
  
  ***** *******

  

  Business Response

  Date: 01/30/2023

  Hello, 

   

  We are sorry to hear this and will escalate this to the District manager. 

   

  Thanks

  ****** 

• Initial Complaint

  Date:01/11/2023

  Type:Product 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.

  SafeLite did not properly install the windshield to my vehicle. When they installed the windshield, they damaged the rain and light sensor kit and did not properly install the windshield, which made the car undriveable since this kit impacted the ability to use headlights. They wouldn't fix the damage. I went to the dealer to properly fix the poor installation. Cost me $2, 190.60 to have the windshield properly installed and the sensor kit replaced.
  
  I provided the video evidence of their poor installation and dealer receipt. They said they would fully reimburse me back in August 2022.

  

  Business Response

  Date: 01/12/2023

  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. Since reviewing your complaint, I did give you a call and left a voicemail. I would be more than happy to assist you in getting this rectified. In the meantime, I will be escalating this issue to upper-level management. Please reach out via phone 1-800-638-8958 or email directly.

  Sincerely,

  *******

  Customer Answer

  Date: 01/12/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 18725624
  
  
  
  I am rejecting this response because: the case isn't closed.  I only received a message from a customer agent.  Satellite has not resolved the issue yet.
  
  
  
  Regards,
  
  
  
  ******* ******

  

  Business Response

  Date: 01/20/2023

  Payee Name
  ******* ******

  Payee Address 1
  **** ******* ***** ***

  Payee City, ST, Zip
  ******** ** *****

   

  Request Date
  1/17/2023 8:33 AM

   

  ******* ****** SSI- Invoice/ Check 
  SSI0000646366

  Customer Answer

  Date: 01/22/2023

  [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,
  
  
  
  ******* ******

• Initial Complaint

  Date:01/11/2023

  Type:Product 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 day of service (12/16/2022) I stated before service that I did not want “rain defense” product. After service billed for that service ($44.99) and was informed that service was not provided but bill was wrong and I would receive refund to account that day as soon as supervisor returned to office. No refund. Contacted store manager 3 business days later and was told refund would be done that same day. No refund. Recontacted store manager and was then told region office approval needed. Waiting 10 days. No refund. Contacted regional office and told refund approved. No refund. Company has never disputed my claim, just does not refund money after promising they will. Seems systematically dishonest.

  

  Business Response

  Date: 01/11/2023

  Hello, 

  Per the invoice attached this amount was refunded of $50 total. Please see the attached receipt and call 1-800-638-8958 if you have further concerns. We are sorry for this trouble. 

   

  Thanks

  ****** 

• Initial Complaint

  Date:01/10/2023

  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 December 28, 2022 I had a scheduled mobile repair to a rock chip in my windshield. At 1:00 I was talking to the tech guiding them to my car and then spoke with the tech for about 5 minutes and was told I did not have to wait. Within 15 minutes I received a text and email stating that my repair was complete and nothing more was stated. I went down to look at the repair and discovered a two inch crack in my windshield which has now turned into a 12 inch crack. I was told I had to go to a shop to have it look at. On January 10, 2023 I went to the shop the tech was dispatched from to look at my windshield. ***** ******* asst mgr and *** ********, installer looked at my windshield and *** stated that she didn't see any resin in the "repair" They asked me to come back in while they discussed. I waited a bit and stepped back outside to discover that *** and ******** ****** were looking at the damage and both stated that they did not see resin in the repair. They said they would have a "trainer" look at it and we went back inside. I can see those involved talking and looking at me to be sure that I could not hear what they were saying. The asst manager, along with *** ***** another asst mgr and the trainer ****** ******* all went back out to my car without me present and looked and now suddenly the trainer who was sure to point out that he has over 30 year experience stated that he could see resin in the repair and deemed it a failed repair. Despite several people stating the repairs take 30-45 minutes suddenly its not so unusual that the repair took only 15 minutes. When asked why I wasn't told by the tech of the crack they said that the tech stated she did talk to me which is absolutely a lie. The demeanor of the trainer and both asst mgrs suggests that they know the chip was not repaired correctly and I was immediately dismissed with them standing by their assertion of a failed repair despite two other employees suggesting that it was a faulty repair.

  

  Business Response

  Date: 01/11/2023

  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: 01/12/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 18717342
  
  
  
  I am rejecting this response because: This isn't a resolution.  They are sending it up the chain of command.  I will wait for a real resolution proposal before accepting
  
  
  
  Regards,
  
  
  
  ***** ****

  

  Business Response

  Date: 01/25/2023

  Hello, 

   

  This case is currently in review with our legal department and they are to submit a response to the Lawyer that sent correspondence. 

  Please let us know if we can help further. 

   

  Thank you

  ****** 

• Initial Complaint

  Date:01/09/2023

  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 a complaint again the safelite company located in Capitol Heights, MD. I have had my front windshield replaced three times due to the glass has not been good quality. The last incident was on 10/5/22, when my windshield glass was replaced under my warranty of when the work was done twice before back in January or February 2022. I have been communicating with a Manager named ******. She ensured me that I will be given $100 which is a refund for the inconvenience that my windshield has had to be replaced three times. This refund was the remaining balance of when I had my windshield replaced and this was my insurance deductible. I have called numerous of times and came in person to discuss this matter and to let her know that the refund of $100 has still not been issued by check or refunded back to my visa bank card. The last time I saw her in per son was on 1/5/23 and she told that she will be sending an email to the corporate office and get back to my the close of business. Today is 1/9/23 at 9:12pm, and I have still failed to hear from anyone from the capitol heights office or corporate. I would appreciate my $100 refund back and this statement to be writing so I can ensure that it will be coming as soon as possible. As well, a refund should not take this long to back to the customer according to the manager ******. I would like my response to this complaint to be in email form, because obviously what someone says to you does not stick.

  

  Business Response

  Date: 01/11/2023

  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: 01/11/2023

  [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. But I am still waiting on my refund for the company. 
  
  Regards,
  
  
  
  ******** ****

  

  Business Response

  Date: 01/12/2023

  Hello, 

   

  Thank you, we have processed the refund to you and this should arrive shortly if you need further assistance please call us at 1-800-638-8958 

   

  Thanks

  ****** 

  Customer Answer

  Date: 01/12/2023

  [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,
  
  
  
  ******** ****

• Initial Complaint

  Date:01/09/2023

  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 scheduled an appointment for a windshield replacement in my brand new Toyota Tacoma with Safelite Glass on ******* ***** ** ***** **** ** on 12/1/22. The installation took about 3 hours. I was told not to go through a car wash for 24 hours, so didn't. It rained overnight. When I got to my vehicle the next morning to go to work, I found water raining down from the headliner. The headliner was soaked, the carpet, seats, center console, and dashboard were wet. I called on 12/2 and was told their warranty would cover the repairs. They agreed to renting a car for me until the repairs were done. I had used up my time off from work and asked if it would be possible for them to help me out with either dropping off the vehicle or scheduling the work to be done so I didn't have to lose anymore pay. The manager **** said there was nothing he could do and was not very helpful or understanding of my situation. At this point I was ready to take my vehicle to someone else to correct the problem, but he offered to refund my deductible to cover my lost wages and I agreed that would be acceptable. I called two weeks later because I had not received the refund and he stated he doesn't remember offering me the refund. I reminded him of the conversation and he then said that he submitted a request for the deductible refund and it would take 7 to 10 days if approved. That was on 12/13 and as of today, 1/9/23, I haven't received a response or refund. The warranty work was completed on 12/7/23. I was informed that my vehicle was ready at about 12:30 pm and returned the rental vehicle at about 3:oo pm. On 12/26, I received an invoice from ********** ****** *** for 12/7/23 and was told that Safelite only approved the rental through 12/6 and I had to pay for it. I emailed Safelite and submitted requests for help online with 0 results. The local shop is rude and has not been honest. I want reimbursement for the last rental day $42.74 and $100 deductible refund as promised.

  

  Business Response

  Date: 01/11/2023

  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 ###-###-#### or email directly if you have further questions.

  Sincerely, 

  *******

  Customer Answer

  Date: 01/17/2023

  [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:   They messaged me that someone in "upper level management" would be contacting me.  I received a phone call which I returned twice and left 2 voicemails and have gotten no replies or return calls or emails.  So far all words and not action just like the service I received.

  Regards,
  
  
  
  ******** *******

  

  Business Response

  Date: 01/23/2023

  Hello, 

   

  We were able to assist the warranty work for the customer on 12/12/2022. Please let us know if we can help further. 

   

  Thanks

  ****** 

• Initial Complaint

  Date:01/09/2023

  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.

  Had windshield replaced by Safelite due to crack in 2018 and it was garage kept.
  Fast forward to 2021, after heavy rains, electrical car issues and a $600 automotive diagnosis, repair shop determined the urethane failed and it was causing a leak which caused the electrical failures as well. I informed Safelite 4/2021 and they replaced it under warranty. After next rain in 12/2021, it
  Leaked again and Safelite AGAIN replaced under warranty. Safelite technician confirmed it was a bad install, showed me where the leak was and informed his supervisor of the issue. Major storm 12/2022 and it’s leaking again. I took it to a local glass shop and they inspected the new 3 week old Safelite windshield. Bad urethane seal determined it was leaking yet again. Safelite has had several opportunities to get this right and the same issue arises. I paid the local shop to fix Safelite mistakes because I do not trust them to do it again. This has all cost me $1000 due to satellites mistake.

  

  Business Response

  Date: 01/11/2023

  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, 
  *******