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

1,923 total complaints in the last 3 years.
699 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:12/30/2022
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 went on November 23, 2022, to get a hairline crack in my glass fixed on my 2021 BMW series 2. It took approximately 20 minutes. A few days later I see the repaired crack separating. I called safe lite to let them know the technician didn’t do a great job at repairing the crack and it’s spreading. Safe lite did explain that it may crack a little while fixing it. The crack has spread thru the windshield and you can see the glass separating. I called them again on December 30, 2022, and explain its spreading. They explained I need a new windshield and that I have to pay a deductible. I went to get the crack repaired when it first happened how am I responsible for the technician doing a piss poor job at repairing it? When you look at the repair it doesn’t even look like anything was done. I don’t feel like I should be fully responsible for the severe damage that was caused by safe lite because of an improperly trained technician.
Business Response
Date: 01/04/2023
Hello,
I
am very sorry to hear about the inconvenience. I thought it would be helpful
after reviewing your complaint to provide our repair guarantee which I have
attached to my response. To elaborate, when a customer has a chip or a
crack in their glass the windshield is considered compromised/broken.
Unfortunately, there is no way to determine how the 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 to the paying
party where we will credit the cost of the repair back to them; however, your
deductible would apply if you have one. At this point, we are respectfully
declining your request for us to take liability. If you need further assistance, we can be reached at 800-638-8958.

Thank you
Customer Answer
Date: 01/04/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 18663992

I am rejecting this response because:

Regards,

****** *******
Business Response
Date: 01/06/2023
Hello,

We are so sorry for this trouble. 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 to the paying party where we will credit the cost of the repair back to them; however, your deductible would apply if you have one of $650. At this point, we are respectfully declining your request for us to take liability. If you need further assistance, we can be reached at 800-638-8958.

Thank you
Initial Complaint
Date:12/30/2022
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 paid in May of 2022 to replace my broken driver front window. Close to &400 dollars. While car was parked on my driveway I noticed when I went to drive for first time that there was a window crack coming from inside of the door. The crack kept moving and moving further to a point accesos the window. Very unsafe to drive. I believe that the poor quality of the aftermarket glass installed in May of 2022 is a direct cause of the crack under the weather conditions of hard freeze
Business Response
Date: 01/04/2023
Hello,

We are very sorry for this experience
you've had with us. We look forward to addressing your concerns and resolving them on the 7th for your appointment. Please reach out via
phone 1-800-638-8958 or email directly if you have further questions.

Sincerely,
******
Business Response
Date: 01/17/2023
Hello,

We assisted the customer on the 7th of January and replaced the windshield under warranty, Please let us know if we can help further.

Thanks
******
Initial Complaint
Date:12/30/2022
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.
- Windshield replaced on Dec. 6 - immediately notice damage to the A pillar cover on drivers side
- Dec. 7 rain in the area, turn on my rain sensing windshield wipers, the silicon pad that attaches the rain sensor has been missapplied and the rain sensor does not work
- Dec 8 Safelite tech comes out to my place of business to inspect the aforementioned issues, cleans one smudge on the passenger side a pillar cover, puts in request to shop to order new a pillar cover and rain sensor pad
- I call repeatedly the following week when nobody calls me per the technicians request, I finally get somebody on Dec 15. Lady at safelite says the parts should be in by Dec 23 and sets up an appointment for me to go in to get the items fixed
- I take a vacation day to go to the appointment at 930 am on December 23. The technician takes the car back and short time later calls me back to the car and explains NOT A SINGLE PART was ordered correctly. No work was performed to fix any of my issues that safelite caused.
- I ask to speak with the manager to see about getting this resolved. Mr. Weathers. The manager explains the mistake and says the correct parts would be ordered. Since December 23 NOBODY has called me back or answered the phone. I am no closer to getting my issue resolved as I was on Dec. 8. The lack of communication and quality of work has been abysmal.
Business Response
Date: 01/04/2023
Hello,

We are very sorry for this experience
you've had with us. We do show your next service appointment is set for 1/11/2023. Please reach out via
phone 1-800-638-8958 or email directly if you have further questions.

Sincerely,
******
Customer Answer
Date: 01/04/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 18661256

I am rejecting this response because:

I have repeatedly requested updated information and had to call to get my problem resolved and still isnt. The communication has been abysmal.

Regards,

****** ******
Business Response
Date: 01/05/2023
Hello,

We do apologize for this trouble your appointment is all set for the 11th. Please contact 1-800-638-8958 if you have further concerns.

Thanks
Initial Complaint
Date:12/28/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I took my truck in for a rock chip repair. After two hours of waiting, my windshield was in worse shape than it came in under.
Business Response
Date: 12/30/2022
Hello,

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 cost of the repair toward the replacement of a new windshield; however, your deductible or out of pocket cost would apply. If you are interested in a quote, please feel free to contact us at ###-###-####.
Thanks,
Customer Care
Business Response
Date: 01/05/2023
Hello,

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 cost of the repair toward the replacement of a new windshield; however, your deductible or out of pocket cost would apply. If you are interested in a quote, please feel free to contact us at ###-###-####.
Thanks,
Customer Care
Customer Answer
Date: 01/05/2023
[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: this is the same response I got last time. At least don’t copy and paste the same thing twice

Regards,

******* *****
Initial Complaint
Date:12/27/2022
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.
Made appointment with Safelite to fix a less than 6” crack in windshield. Guy came out and said “ maybe he can do it”. He tried and it can still be seen in low light when wet. Later that night a totally new fracture is seen to the left of the original “repair”. Safelite said repairs aren’t warranted, only be windshields. I feel the repair guy fractured windshield when he was working on original crack and it became evident later that night in sub zero weather. At the least I’d like my $180.00 refunded.
Business Response
Date: 12/29/2022
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: 01/06/2023
[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:

Safelite worked with me and made me whole. I am completely satisfied with the outcome of this matter.

I accept the business's response to resolve this complaint.

Regards,

**** ***********
Initial Complaint
Date:12/26/2022
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.
I scheduled a service to have a representative come to my home and fix 2 cracks in my front windshield. Part of the service I requested was to include me receiving new windshield wipers. The service rep gave me a call while working on my car to let me know that he was sent out with the wrong windshield wipers for my car, he was unable to replace them, and I would receive a refund for any fees associated with the wiper replacement. A few days later, I took my car out for a drive in the rain and came to realize that my driver side windshield wiper was broken. I've called the customer service department several times, have went to the satellite location many times and have been told that the manager quit a week ago and that nobody at the facility knew how to resolve my situation. The customer service reps keep telling me they are sending emails to managers and regional managers, nobody has ever reached out to me. This is an awful business. I am beyond upset that I haven't been able to get in touch with anyone to speak on this issue. Prior to having this window service, I went to my car dealership twice within the past 2 weeks and received several services from new windshield wiper fluid, oil fluid, 3 new tires. If there was an issue with my windshield wiper they would have replaced it and informed me about it. This company's inability to speak with me about the service I received is disappointing. I would like to report this. The customer service has been extremely unhelpful and the workers at the satellite location in Alexandria VA are TERRIBLE.
Business Response
Date: 12/28/2022
Good morning,

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 have sent an escalation to the district manager advising that they reach out to you right away. I have informed this manager of the multiple phone calls and trips made to the shop by you and notified them that the issue still has not been resolved to ensure contact is made to you as soon as possible. Please reach out via phone 1-800-638-8958 or email directly if you have further questions.

Sincerely,
******
Business Response
Date: 01/11/2023
Hello,

We reached out to customer and escalated the concerns to the store manager. We are happy to assist further at 1-800-638-8958.

Thanks
******
Initial Complaint
Date:12/24/2022
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 12/19/22 my Insurance company *********** recommended Safelite Auto Glass to fix a cracked windshield on my 2012 Hyundai Veloster. The Technician arrived and was different from the one that I expected. This new Technician told me that all Kia Cars and Hyundai vehicles typically have mouldings that break when they try to fix the windshield. I asked how long he was doing this and he said awhile. It turned out to be only 6 months. He said "I will break the Pilar Mouldings". I said wait. If your going to break them then I may as well go to Hyundai and fix the car there. He said don't worry. "Safelite & ***********" will take care of the mouldings breaking and Safelite will even install them for you. I then said fine. He attempted to get my Pilar Mouldings off and in doing so cracked them and broke both the right and left mouldings. Not one was broken or Brittle or had any sun discoloration prior to his breaking them. He then called his supervisor and said the mouldings were "Brittle". I called my Insurance and told them I took photos of him working and he broke them using excessive force. They said they spoke to the supervisor and it was wear & tear that caused them to break so I was not covered. I explained how I took photos and this was wrong. They arranged with Safelite to have Safelite Warranty Department come the next day. I read reviews about Safelite claiming the Warranty Dept. Will Cancel & As predicted they indeed canceled and told me there was no reason to view the Mouldings as they won't ever replace them. They were unprofessional and spoke to me saying "I was wasting his time because he doesn't care nor will Safelite do anything to help". I explained the Technician also damaged my dash with scratches & my windshield doesn't seem to be installed correctly. He said whatever & good bye. They told my insurance company wear/tear caused it. No one examined the mouldings to make that assumption. I now am stuck with broken mouldings because of Safelite.
Business Response
Date: 12/28/2022
Good morning,

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 have escalated this issue to upper-level management to include the district manager, advising for them to reach out to you right away. Please reach out via phone ###-###-#### or email directly if you have further questions.

Sincerely,
******

Business Response
Date: 01/05/2023
Good morning,
As stated the Safelite shop management currenlty has the pillar moldings on order with an estimated ETA of 7-10 business days. Once the parts have arrived a member of the that shop management team will contact you directly to proceed with scheduling an appointment at the earliest and most convenient time frame for you. Please proceed with contacting Executive Services/Customer Care with any further questions or concerns - ###-###-####.
Thank you,
******
Customer Answer
Date: 01/06/2023
[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:12/24/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In October of this year, I went to Safelite to repair a chipped wind shield. Having had a similar incident over 10 years ago, I went back to them to have it fixed.

This time around I was upsold by the Safelite rep at the Newton, MA store (1199 Washington St, West Newton · (**** ********). He told me that it would be better to repair entire windshield than just repair it, so I asked him to run a quote with my insurance company to see what the difference would be. He came back to me with Safelite Work Order #177533 and confirmed that the replacement would not cost me anything at all, the same as its repair. With the quote in hand (see attachment) and confirmation from another Safelite rep, I allowed them to replace the windshield at the beginning of November.

The next day I received a call requesting payment of the windshield replacement, so I called them to clarify the situation. On November 7th, I spoke with ******* (no last name) who said that they had called me a couple of times before sending the invoice to collections on 11/4/22, less than a week after the windshield was replaced.

I proceeded to dispute the charge with the manager of the store in Newton, MA who said he couldn't resolve my issue since it had already been sent to ICA (Safelite's collection group). I called Safelite's customer service number multiple times without any luck; I spoke with **** ****** from AZ and Alexis from Safelite Customer Care who told me that work order had since been deleted from the system.

Please help me stop this people from harassing me any more and prevent them from ruining our credit histories. Thanks.
Business Response
Date: 12/28/2022
Hello,

We are sorry to hear of this trouble and this has been escalated to our Billing team. They can be reached at
ICA collections department 1-800-835-2092 Option 1 and 3

Thank you
******
Customer Answer
Date: 01/10/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 18636819

I am rejecting this response because:
Not only did Safelite refuse to take responsibility for misquoting/misrepresenting my financial responsibility, but they convinced me to replace a perfectly repairable windshield using the excuse that the replacement wouldn't cost me any more than the repair which costs $0.
They did not even try to resolve the issue. Instead, they are now threatening to "assign (my) obligation to an external collect agency" which would smear our credit history and subsequently damage our credit scores. This is harassment and meant to coerce us into paying a bill that they misquoted not once, but 3 different times before the repair was performed.
They should be reprimanded for the deceptive sales practices.

Thanks in advance for defending us, the consumers, from these businesses that we support thinking they are doing the right thing by their clients.

Regards,

**** ***** ****
Business Response
Date: 01/23/2023
Hello - there is no further information that will be provided regarding this billing issue then to direct you to the ICA Billing Collections department.

We have sent this information over to our billing department, they will need to be contacted further regarding this invoice.

Please call ICA
office 800-835-2092 (opt 1 then opt 3) | fax 614-210-9491

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: 18636819

I am rejecting this response because:

I will not continue this issue without the involvement of the BBB. I already presented the work order that your company gave me stating that I did not owe anything for the repair. I recommend you take up this issue with the people responsible for writing up the work order and confirming in 3 separate occasions that it was right.
Please stop harassing me. I will not deal with your collections department since there is nothing to collect as your work order clearly shows.

Regards,

**** ***** ****
Initial Complaint
Date:12/21/2022
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 my windshield installations on 12/02/2022 and when I pick-up my car I had damage to the rubber piece around the window was damage and have not heard from them about fixing the problem as of 12/21/2022
Business Response
Date: 12/23/2022
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,
*******
Business Response
Date: 12/28/2022
Hello,
We have reached out to customer and management and have been advised he is working with management to get this resolved and see if they can provide an estimated time arrival for parts, to complete and get a resolution. Please let us know if you need any further help.

Thanks,
*******
###-###-####
Customer Answer
Date: 12/28/2022
[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:12/21/2022
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 had Safelite at **** ***** ****** ** ********** ********** ***** (phone ************) initially install Gorilla Glass on my 2021 Jeep Wrangler front windshield on August 30th 2022. There was a two year warranty on it. My windshield got a crack in it on Sunday (December 18th) which was over six inches long. I brought my Jeep into the same Safelite shop that initially installed my windshield on Monday December 29th. A service technician named Nathan inspected my windshield to determine if it could be repaired or replaced. Nathan determined the windshield had to be replaced at no cost to me stating that it was under warranty. He provided me a printout from Safelite stating this and made an appointment for my windshield to be replaced on Wednesday December 31st at 2pm. I went in to Safelite for my appointment. A different serviceman refused to replace my windshield even though I showed him my printout. He was extremely rude as well. He refused to honor the warranty as well. I plan on filing a claim in court if this is not resolved soon.
Business Response
Date: 12/23/2022
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: 12/27/2022
[If you do not say why you are rejecting the company's response, BBB must close your complaint.

Complaint: 18625060

I am rejecting this response because: I sent them an e-mail response to they email dated 12/23/22 letting them know they had until 1/6/23 to respond to this issue. I was told they pushed this up to upper-management for a response. As of today (12/27/22) I have not received a response. Hopefully I will soon.

Regards,

***** *****
Business Response
Date: 01/11/2023
Hello,

We have escalated this issue to the above management and they have advised they have received approval for the glass and has spoken with customer as well regarding this issue. If customer has any more issues or concerns we deeply apologize and they can reach out to us here at 1800-638-8958 and would be more than happy to assist with the matter.

Thanks,
Customer Care

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Safelite Auto Glass, Inc. is BBB Accredited.