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
- 1,923 total complaints in the last 3 years.
- 699 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:01/07/2023
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 got my front windowahield repair in April in 2022 at their place but it's automatically broken again in December in 2022 again (there was a crack longer than one dollar bill). I came to their place and their technician told me it is under warranty. They made a appointment for me to replace it but when I came to their place, their technician told me " your window was beaten by something , we did not notice that last time so you have to pay for it out of your own pocket." Then their technician point at the " tiny point" and said " that is the hitting point on your window." I could not even see it. I asked , " how could you not find it last time." They said , " our last time checking technician is new." Last time they did not find it, now they told me my window is hit by something so it is not under warranty. Apparently, they don't want to take responsibility and find a excuse to refuse service because I am not professional about vehicle or just because I am asian. I think of they made the tiny dent with their nail when I was at waiting room. This is the way how they treat customer and service member. Their service are unprofessional and without integrity and treacherous. I hope you could help me.
Business Response
Date: 01/09/2023
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:01/06/2023
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 1/3/23 my car was broken into my window was busted out, my insurance set me up with Safelite local office for 1-6-23 1011 S Marietta Pkwy, Ste 8, Marietta, GA 30060, the tech was due between 8am & 1pm however I never got a call or text on why he did a no show, I called my insurance dept that handles glass damage, I spoke to a manager name ******, he told me the tech did not tell anyone that the part for my vehicle was not there....& THIS TECH DID NOT CALL ME OR TEXT ME THIS IS A POOR WAY TO DO BUSINESS, I sat at my place of business from 5:00 am to 4 pm I still have no replacement window ****** told me he would have the issue taken care of Monday 1-9-23 this should have been done today we just had a bad thunderstorm to hit my area my care is still wet from rain 3 days ago & now more rain is coming this is really no way to treat your customersBusiness Response
Date: 01/09/2023
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: 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.
Regards,
*** ******Business Response
Date: 01/12/2023
Thanks so much, I am glad we were able to assist. Please let us know if we can help further. We can be reached at 1-800-638-8958
Thanks
******
Initial Complaint
Date:01/05/2023
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 March 10th of 2022 a rock damaged my windshield. I obtained service from safelite to install a new window which the did. the technician (Nathan) came in time and installed the window on the date given above and for the rest of the summer there were no issues. Just before the Christmas holiday came the first frost of the winter and when i entered my vehicle i turned on my heater as one would do and my wife and i heard a pop noise and upon search and inspection found a straight line crack int he center of the windshield starting on the bottom edge going up about 4 inches ( we were not driving at the time as we have not yet left the driveway. I could not call the company in question as of yet because the holidays were upon me and businesses were closed. i immediately called soon after Christmas day to gain warranty knowledge and assistance at which a tech was dispatched for later that week. When the technician came it was the same gentleman that installed the windshield in the first place on3/10/22. Today is 12/31/22 the technician stated that because there was a splinter of glass missing the size of an actual tiny splinter that it was an impact point. which i know that it was not... the crack was explained to me was a stress point that gave in when the heater was turned on and that point of the windshield was installed under stress that when the cold window was heated it snapped. and the minuscule piece of glass that was missing was an chip that fractured out when the stress crack gave out. The information came from a former safelite employee and mechanic. I expressed to the gentleman that came from safelite that it was not an impact point but a shard that was ejected from a stress fracture that gave way and of course the man who did the work disagreed (No shock there) i attemped to resolve this with the company and they looked up the information from the order and said that this would be resolved and that she ( brianna ) had to call the office that did the job to speak to a Jason who is the manager of the shop in question and that they would state its a warrantee issue and that it needs to be fixed. I was told the Bloomsburg office didn't answer but Brianna Promised me that the situation would be resolved and she put me back on the schedule for the repair. I know this started out as a complain but i wanna go forward and say that Brianna for safelite regional to the best of my knowledge at this point was wonderful and provided me with an excellent experience and i am hoping that on this coming tuesday (the day of the glass appointment) everything goes off without a hitch.
Let this complaint serve that even when you have an issue with a company there are some companies that actually work with you to remedy your issue. If there is no report after this date then the appointment went off without a hitch (thank the lord)Business Response
Date: 01/05/2023
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: 01/17/2023
Hello,
We reached out to the customer and we set a warranty appointment there was noted to be new damage which is not covered under the warranty. Customer then cancelled the appointment and has not reached back out. Please let us know if we can help further.
Thanks
******
Initial Complaint
Date:01/04/2023
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 had a windshield replacement done on December 23rd. My insurance covered the cost of the install so Idid not have to pay for the cost of service. The service was done improperly resulting in the damage to my car and the breaking of the windshield from the defective replacement. I have been attempting to contact the business for almost 2 weeks for a warranty repair with zero response from the business.Business Response
Date: 01/06/2023
Good morning Ms. *****,
We appreciate you taking the time to reach out to us with your concern, I’m very sorry to hear about this. Our National Lifetime Warranty covers manufacturing defects and workmanship for as long as you own or lease the vehicle. You’re welcome to schedule a warranty appointment at www.mysafelite.com or please feel free to contact Customer Care at ###-###-####.
Sincerely,
******Customer Answer
Date: 01/07/2023
[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.
Regards,
****** *****Initial Complaint
Date:01/04/2023
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 on 12/20/2022 at the Katy, TX location. There are many issues:
1. It took much longer than estimated to complete the work and the car was left a mess,
2. The overhead console was not aligned correctly,
3. I could not get the wipers to work appropriately
4. And there was a ding on the left rear quarter panel that was not there previously.
I scheduled a warranty appointment for 12/27/2022. I was told it would take about 30 minutes but my car was returned after about 3 1/2 hours. The technician, Nathan, said the calibration was fine but the clips that keep the overhead console in had been bent and damaged during the previous work. He said they would order the clips and dive me a call to have them installed.
I have not had a return call about any issue at all. I called on 12/30, 1/2 (office closed), and 1/3, hearing promises that someone would call me back. As of this time, 1/4/23, no one has called or fixed the issues with my car.Business Response
Date: 01/06/2023
Good morning Mr. ******, 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: 01/17/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 18685754
I am rejecting this response because: I still have issues and the business has not followed up with me as promised. I have again called the business and asked for a response.
Regards,
***** ******Business Response
Date: 01/30/2023
Hello,
We reached out to the customer and have completed warranty services. Please let us know if we can help further.
Thanks
******
1-800-638-8958
Initial Complaint
Date:01/04/2023
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.
Improper work performed. When trying to make contact with the company to resolve issues, cannot connect to any representative. No phone calls are taken, email request put in with no response.Business Response
Date: 01/05/2023
Good morning,
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. Please proceed with contacting Customer Care at 800-638-8958 or responding to this email directly so that we may discuss the issues further and work towards a resolution.
Sincerely,
******Business Response
Date: 01/17/2023
Hello,
We assisted the customer at their warranty appointment on 1/13 this is showing in process. Please let us know if we can help further.
Thanks
******
Initial Complaint
Date:01/04/2023
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 11/16/22, Safelite replaced my windshield. I have ***, and that was the recommended provider to use. The windshield they used was defective and had numerous marks in it making it unsafe. The technician also broke my moldings.
I scheduled another appointment to have the windshield replaced for 11/23, and the technician told me the issue was common and that he could not guarantee tat the new windshield would be better. He also did not have the moldings at that time.
He suggested that I wait to replace the windshield until they had the moldings and could do both at the same time. I called Safelite after he left and asked to speak to a manager. A manager called me and told me he would order the moldings.
It is now 7 weeks from the initial replacement, and I am still waiting. Every time I call, there is a new excuse why they can't do the repair. They have the moldings, but now they ordered the wrong windshield. I do not feel my car is safe and I want this issue to be resolved.Business Response
Date: 01/04/2023
Hello,
We are very sorry for this experience
you've had with us. We look forward to fixing all the issues with the molding and addressing your concerns at your appointment on 1/14/2022. Please reach out via
phone ###-###-#### or email directly if you have further questions.
Sincerely,
******Customer Answer
Date: 01/07/2023
[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: I am still waiting to have the work done. One it is complete and in good condition, I will be willing to close the complaint.
Regards,
******* ******Business Response
Date: 01/20/2023
Hello.
Please see the attached invoice that shows the concerns at your appointment on 1/14/2022 were addressed and billed under warranty. Please reach out via phone ###-###-#### or email directly if you have further questions.
Thank you
Initial Complaint
Date:01/03/2023
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 08/15/22 I took my vehicle to Safelite to replace my front windshield. The car was dropped off at 9:00 and I was told that it should be ready within a few hours. Safelite did not start working on my car until 4:00 that afternoon. The technicians broke the cover to my rearview camera and installed a defective windshield. Additionally, the sensors on my car started going off, causing many issues such as the airbags being out. According to Safelite and the insurance carrier, I could not drive my car until Safelite could correct the sensor and windshield issue. They finally got me in on 09/09/22 to correct the issues, however, instead they installed another defective windshield and did not fix the sensor issue. They also did not replace the camera cover and kept saying it was on backorder. They installed a third windshield on 09/17/22, but told me I had to take my car to the dealership to fix the sensor. Since the dealer couldn't see me until 10/23/22, my car was undrivable for three weeks and I had to seek rides to get to work. The dealership fixed my car, and Safelite paid for this service. However, all calls regarding the camera cover have gone unanswered. No one from Safelite returns my calls, and I've reached out to both local and national numbers to which I leave an unreturned voicemail.
I am seeking resolution by way of having the camera cover replaced, and if it's on backorder then Safelite needs to locate a different provider to complete this service. I also want it documented that I've had this issue since August (going on 5 months!) and no one is responding to my request for an update on the cover. I should be compensated for the time my car was out of service and I had to find rides to get to work, but at this point I just want the cover replaced at no cost and Safelite needs to come to me to install it.
*There's a lot of other issues (customer service, mess made in car, etc.), but there aren't enough characters remaining to write it all out.Business Response
Date: 01/04/2023
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,
******Customer Answer
Date: 01/05/2023
[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. Safelite (both the local store and corporate office) has contacted me and we are currently working on a resolution.
Regards,
******* *****Initial Complaint
Date:01/03/2023
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.
Back on August 19, 2022 I took my GMC Sierra 1500 for Safelite shop located at 3900 Claymore Park Dr Houston TX 77043. I went and picked it up the next morning once I got home and inspected further because the weather was bad, I saw that my truck had a back residue around the back slider window that was fixed. I called and spoke to a representative about the residue who stated there is a solution they use to remove no problem; he got me an appointment on the Safelite on 24025 Katy Fwy Katy TX 77494 which was closer to my apartment. Upon arrival on a Saturday morning, I was informed that my truck would have to be painted ok fine and that Shawn would have to speak to her manager and see what the next move would be. It was a few days I didn't hear from Sean so I called we discussed the fact it would have to be painted and that I can take it to my own body shop or use someone they have used before. I said I would take it to mine. Fast forward to November I sent Sean the appraisal from high quality collision didn't hear anything back, so I called. I spoke to a young man name Gilberto Fira that stated Sean no longer worked at the location give him all my information and sent the appraisal to him. On December 2 I received email from Danielle Caballero requesting pictures of the vehicle in which Sean had already taken pictures of. I sent the pictures no response from Danielle. I then found a number called and was given a phone number for Danielle she stated that she is pretty sure she would have to get three estimates because the estimate was above what they expected 2029.26. She stated her district would be in town and I would get a call latest Tuesday December 13, 2022. I emailed Danielle once again no response. I called on Wednesday she got on the phone and asked if I got the other 2 estimates no, I thought you would. She said no not her the customer meaning me. My issue is I didn't make the damages and should not have to shop around anymore for my truck to me fixed.Business Response
Date: 01/04/2023
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: 01/05/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.] this company said they would pay for repairs and then I didn’t hear anything back from them. I have a case already working with devonte. The holidays does not stop you all from fixing your mess up see attach
Complaint: 18674271
I am rejecting this response because:
Regards,
******* *******Customer Answer
Date: 01/07/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
This company keeps saying this with no update to payment. I will continue to complain until they take care of my truck they messed up.
Complaint: 18674271
I am rejecting this response because:
Regards,
******* *******Business Response
Date: 01/09/2023
Hello,
I have asked the store manager Danielle to please reach out to assist you further.
Thanks
Initial Complaint
Date:12/31/2022
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 installed a new back window on my truck and within 2 weeks it broke and they are saying it isnt covered by their warrantyBusiness Response
Date: 01/04/2023
Hello,
Thank you for contacting our office. I’m sorry to hear this has happened. So
that we may better assist you, please provide the customer's full name as
listed on the claim, the year make and model of the vehicle, the referral
number if available, and the telephone number listed on the claim. If you need
immediate assistance, please call 800-638-8958.Business Response
Date: 01/17/2023
Hello,
We contacted the customer back and asked for more information to locate their work order with us. We did not hear back from the customer to assist further. We provided our call back # as well of 1-800-638-8958.
Thanks
******
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