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.

  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.

  470 Dartmouth St New Bedford, MA 02740

• 

  The J.N. Phillips Company, Inc.

  53 Canal St Salem, MA 01970

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:12/13/2022

  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 November 9, 2022 I took my Honda Pilot to Safelite in Newton, MA to have a cracked windshield replaced. My car is newer and requires a calibration with any windshield replacement. My insurance company paid the $1200 bill ($600 for calibration). While driving on 12/7 on the highway for the first time since the replacement, my lane assist took control of the steering wheel and jerked so much I almost hit a car next to me on the highway. I was within the lines of the highway. Frightened because my child was in the car with me, I called Safelite and no one answered. I then called Honda to see if they could advise what to do. I got my vehicle into the Honda dealership for service and they redid the calibration. The mechanic told me the calibration was done very incorrectly and it was very dangerous. I paid $350 out of pocket to ensure the safety of my family. I called Safelite on 12/13 and as I was explaining what happened to the customer service agent, she did not apologize or even seem to feel bad that I had a scary experience. In fact, she hung up on me. I would like to be reimbursed the $350 that I had to pay out of pocket to remedy this situation. I’m attaching the calibration certificate that was given to me by Safelite (actual certificate link comes back with an error message)and also the bill from Honda. Safelite put me and my family in severe danger.

  

  Business Response

  Date: 12/15/2022

  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 did escalate this issue to upper-level management and provided them with the invoice for the recalibration that was completed by the dealership. I advised the shop of the issues that occurred after the service appointment and requested they follow up as soon as possible. Please reach out via phone ************** or email directly if you have further questions. 
  
  Sincerely,
  ****** 

  Customer Answer

  Date: 12/15/2022

  [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. ****** did reach out today and Safelite will be reimbursing me the $350 out of pocket that I paid the Honda dealership to fix the calibration on my vehicle. She was very kind and I am appreciative that we were able to come to a resolution. 
  
  Regards,
  
  
  
  **** ********

• Initial Complaint

  Date:12/13/2022

  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.

  September 1, 2022 - Safelite comes for a full windshield replacement following crack.
  November 1, 2022 - Rear view mirror fell off. Informed that windshield needs to be replaced completely. Appointment scheduled for November 5th . Safelite informs me that full windshield will need to be replaced.
  November 4, 2022 - Appointment at Safelite shop in Woburn. They informed me there that windshield did not need to be replaced and they could glue mirror back on. They did so and also remounted the remote starter to the driver side visor instead of windshield. They tucked wire under windshield molding and never mentioned they were doing so. On the ride home, rear view mirror fell off again.
  November 5, 2022 - Called back. Insisted on OEM glass. Was told that they would submit a claim to insurance which would likely be declined. They told me they would follow-up first thing on Monday (the 7th).
  November 7, 2022 - No call from Safelite as of late afternoon, so I reached out. They told me that insurance company declined the request. I called insurance and this was untrue, but I did not feel like pursuing further. Safelite scheduled another home repair for Nov 10th.
  November 10, 2022 - Tech leaves remote starter on visor, replaces windshield, mirror fell off same day. We immediately called Safelite and they assured us we would get OEM glass next time around. They said we would have to wait for parts to arrive and scheduled appt for November 28th.
  November 27, 2022 - Called them to make sure we were all set. They confirmed
  November 28, 2022 - No show. No call. I called and they said he didn't come because he didn't have molding. They wouldn't allow me to reschedule until they it in hand. Next appointment ultimately scheduled for 12/13/22
  December 10, 2022 - Call to make sure everything in order. Ask specifically about molding. Told that molding is part of the windshield order.
  December 13, 2022- Windshield replaced, no molding. Driving with incomplete repair.

  

  Business Response

  Date: 12/15/2022

  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 did escalate this issue to upper-level management and ask that they reach out to you right away to discuss the molding delivery updates and ensure that the service is scheduled and completed for you 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: 12/19/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 18569584
  
  
  
  I am rejecting this response because: Nothing has been done.  I got one email last week that somebody was looking into this and would be reaching out shortly.  Haven't heard anything. From my perspective, this is just a continuation of the experience I complained about to begin with.  I understand these things probably take (more) time, but this complaint is absolutely not resolved.
  
  
  
  Regards,
  
  
  
  ****** ********

  Customer Answer

  Date: 01/03/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 18569584
  
  
  
  I am rejecting this response because: I went to the appointment on 12/31.  They did not have the parts.  The manager knew that hours before I got there and never reached out.  He (Pablo) also suggested that I must have gone around him to schedule the appointment.  He insisted that only he could/would call me when the parts were in.  I didn't play him the voicemail from his colleague Matt, who reached out on the 23rd and told me my parts were in, but should have.  He then told me to 'have a nice day' without offering any sort of solution. After an exchange, the manager then followed me out to my car and suggest "I eat a bag of dicks on behalf of Safelite".  This is far from resolved and my car remains un-fixed.  Seven months after my initial appointment.  

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

  

  Business Response

  Date: 01/04/2023

  Hello, 

   

  I am very sorry about this trouble, I have escalated this to the District Manager and have asked for his immediate follow up. 

   

  Thanks

  ****** 

• Initial Complaint

  Date:12/13/2022

  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 scheduled service through my insurance for December 7th between 8 am and noon, around 11:30 am I get a phone call stating that the windshield was not in stock about 1 hr. later I got a call from the “supervisor” saying that the part was broken by the driver while in transit and that they needed to reschedule, I did not make a big deal about the lie that I was being told by either employee and accepted the rescheduling of my service, for today, December 13th between 8 and noon, the technician showed up at my house at 11:15 and tells us that they did not have the right part I got a call from the shop and the guy said that he was sorry but that they did not have the part for my vehicle, even though I updated all the information on my vehicle to include that YES, it had sensors, that YES, it had a de-fogger.
  First I was lied to, then I am told “ sorry we don’t have the part” I asked to speak to a manager, he stated that they did not have the part, I explained my frustration, I had to use another person's car twice already for nothing; to what he kept saying he was sorry and I had to wait, he scheduled me for another mobile visit on Dec 21st, which I said was unacceptable because I needed the car to get inspected by the 16th he said that if anything I needed to come in on the 15TH to get it done at the shop, I asked, can I drop off the night before? will you have the part then? the correct part?? he said, “I can’t make any promises" it is NOT about making promises, is about giving ACCURATE information, I was told lots of things can happen in transit. I DO understand things happen, but I also know that PLANNING and having back up plans offering solutions not just repeating that you are sorry,
  I asked for them to let me know the morning of the 15th IF the right part arrived at the shop, if so, would arrive in the PM due to work; he replied, “we don’t stay late”. This is BEYOND UNACCEPTABLE.

  

  Business Response

  Date: 12/13/2022

  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 ###-###-#### or email directly.
  
  Sincerely,
  *******

  Customer Answer

  Date: 12/16/2022

  [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: 

  My spouse got to the shop at 735 for a 730 appointment,  sh had to drive 18 miles put of the way to get there on time just to find oit that the shop didnt open until 8am, after I had received an email and a phone call confirmimg for 730 am.

  On top of horrible service I kept getring texts and emails upselling wiper blades for the vehicle.

  I got to the inspection shop to get the car inspected and I missed the cut off date because this had to be taken care of by the 15th.....and I have been dealing with this issue since Dec 7th....and that is because I called on Dec1st and the soonest available was Dec 7th.....so I had to pay again $20.

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

  

  Business Response

  Date: 12/19/2022

  Hello,

  I am very sorry about this and deeply apologize. I would like to be able to get this resolved for you. if you could reach out to us at ###-###-#### or respond to this email and I would be more than happy as well to get this issue resolved for you.

   

  Thanks,

  *******

  Customer Care

• Initial Complaint

  Date:12/12/2022

  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.

  BMW camera safety systems damaged by Safelite; will not honor warranty.
  
  07/16: Cracked windshield repair with aftermarket glass costing $900+. 1st recalibration done at Safelite. Vehicle delivered w/ camera (KAFAS) working without error. Glass was installed, recal was initially successful, however, w/i the 1st hour the KAFAS failed. Losing KAFAS means no road sign recognition, no auto headlights, no pedestrian detection, and no forward collision. Critical safety systems.
  
  07/26: 2nd recal attempt. Same story as 1st recal; initial success w/ system failure happening w/i the 1hr of driving.
  
  08/29: Took vehicle to BMW to attempt recal as normal service was required. Results were the same as Safelite’s; recal was initially successful but failed w/i 1hr of driving. I paid $200 myself for this in good faith that Safelite would pay to fix my issue.
  
  10/24: Tried to swap the aftermarket glass with OEM glass as aftermarket glass can cause issues with camera systems. Safelite installed OEM glass and attempted recal. Same result; failure. My aftermarket glass was ceramic coated and had ceramic tint installed. New OEM glass was ~$400 more than aftermarket glass. Safelite installed for free due to losing my tint. Now the vehicle had no KAFAS, tint, or coating.
  
  11/23: BMW scans found error codes related to KAFAS. Service manual says to replace the camera. Cost to repair Safelite’s damage: $2362.71. Safelite told me this would not covered as they had no fault. As proof they sent 2 of their own scans; 1 is a pre-scan from 07/16 showing 0 errors, the other is a post-scan from 10/24 with 3 errors (1 for the ABS/DSC system due to wheels w/o TPMS sensors [unrelated to KAFAS], the 2nd for electronics [related to KAFAS], and the 3rd is for the instrument system [directly mentions KAFAS and the failed sub-systems])”.
  
  To recap: Vehicle delivered w/ 0 error codes and 100% function. Vehicle returned by Safelite w/ 2 errors and broken camera system. Neither BMW or I broke this system.

  

  Business Response

  Date: 12/13/2022

  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 ###-###-#### or email directly.
  
  Sincerely, 
  *******
  

  

  Business Response

  Date: 12/22/2022

  Hello,

  We are still investigating this matter with higher up management and once we have a response will be reaching out to customer, but if customer has any questions or needs to speak with us we can be contacted at ###-###-####.

   

  Thanks,

  *******

   

• Initial Complaint

  Date:12/12/2022

  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.

  The rear view window shattered on December 1 due to electrical problems. I took it to Safelite Auto Glass for repair. They fixed the window. On December 8, my rear view window shattered again with no new damage done to it. I scheduled a warranty repair with Safelite, and even went out to the ****** location on December 9 for them to put crash in my window so that it did not cave in. On my actual appointment day, December 10 they said that they were charging me full price, again to repair the window since it was “new damage” that occurred. Per their policy and warranty, I meet the criteria to have my window replaced for free. However, they did honor it because they could not “determine when and how the damage occurred” and insisted that it was “new damage”.

  

  Business Response

  Date: 12/13/2022

  Hello,
  
  Thank you for contacting our office. I’m sorry to hear this. So that we may better assist you, please provide your full name as listed on the order, the year make and model of the vehicle, the work order number if available, and the telephone number listed on the order. If you need immediate assistance, please call ###-###-####.
  
  Thank you for contacting our office. I’m sorry to hear this. So that we may better assist you, please provide the full name as listed on the order, the year make and model of the vehicle, the work order number if available, and the telephone number listed on the order. Unfortunately, the information provided does not pull up your order. If you need immediate assistance, please call ###-###-####.

  Thanks,

  Customer Care

  Customer Answer

  Date: 12/20/2022

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

  

  Business Response

  Date: 12/22/2022

  Hello,

   

  Thank you so much for this and accepting the offer and if you have any more questions feel free to email us or contact us at ###-###-####.

   

  Thanks,

  Customer Care

• Initial Complaint

  Date:12/12/2022

  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.

  On November 17 I had my windshield replaced and was given a price using insurance we had a deductible and then had to pay for new wiper blades the total cost should have been $529 when my husband picked up the vehicle the cost was $604 upon looking at the receipt they charged us for some type of rain guard that was $44.99. I’ve asked for a refund for that amount because I didn’t authorize it nor did I want. Was finally told that I would be reimbursed the amount in about 10 days but haven’t received it. I called again and haven’t been able to get an answer for why I haven’t received the check.

  

  Business Response

  Date: 12/13/2022

  Hello,

  I am very sorry to hear about the inconvenience/poor experience. I have done some investigating on this matter and will be escalating this to correct team to get this resolved .If you need immediate assistance, we can be reached at ************ or email adn we would be more than happy to assist.

  Sincerely,

  *******

  Customer Answer

  Date: 12/15/2022

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

  

  Business Response

  Date: 12/16/2022

  Okay great thank you please let us know if we can help further. 

   

  Thanks

  ****** 

  ************** 

• Initial Complaint

  Date:12/12/2022

  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.

  My new 2022 Jeep Wrangler had a 1/4-inch chip in my windshield for about a month. Since the windshield did not crack after that time, I decided to have a professional fill the chip and contacted Safelite via their website to schedule. Scheduling was easy. Based on the 5-hour window they needed, I decided to have this completed at my office. The tech showed up, and I showed him the chip. He said it would take him 15 minutes to fill and he would text me when completed. I went back into my office. Once the tech texted me, I went out to inspect and pay. This is when things turned for the worse with Safelite. Upon inspection of the repair, the tech had created 4 cracks in the windshield, roughly 3 inches per crack. I confronted the tech about this. He said the "repair had failed." I disagreed and asked how can a repair fail if it hadn't been completed yet. The tech refused to take ownership for cracking my windshield. At that point, I felt like I was being scammed and defrauded. I demanded to speak to a manager, and none could be reached for over 20 minutes. The tech had to call another store to speak to a manager there. Once on the phone with a manager, they repeated the same phrase, the repair had failed. We will not take ownership of that. They stated I needed to file an insurance claim so they could replace the windshield. I refused to make an insurance claim on a windshield that cracked during a simple and minor repair. It took me nearly 45 minutes to get the tech's actual manager on the phone. I told them this sounds like insurance fraud. The tech told me this is the risk you take when filling a chip. He never told me about any risks, and I never signed any paperwork disclosing any risks. He offered to cancel the appointment like it never happened so I wouldn't have to pay. The store manager ********* was rude to the customer who just had his windshield cracked by their tech. The tech was dishonest to protect himself and his job.

  

  Business Response

  Date: 12/12/2022

  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: 12/13/2022

  Hello,
  Thank you for contacting our office. With further investigation. 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: 12/15/2022

  [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 from the EST Customer Care representative I have been emailing with. I still think Safelite should have customers sign something acknowledging that further damage may happen so that we have a choice if we are willing to take that risk. 

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

• Initial Complaint

  Date:12/11/2022

  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 come out to fix a crack in my windshield. The gentleman that came out name was ******. He then proceeded to fix the windshield. Upon further inspection after ****** was gone I noticed damage to my vehicle! The first thing I noticed was the huge dent he left in my hood as well as scratches where it appears he made a mess and tried cleaning it up. Unfortunately did not work leaving my hood looking destroyed. After that I looked the vehicle over to make sure he had not damaged anything else! Not only had ****** messed my hood up he also almost knocked my mirror clean off also denting my cars fender in the process! I’m absolutely shocked that this man came here to fix a simple chip in a windshield and walked away knowing he had just caused all of this damage to my vehicle. Now I’m not the type of person to complain if someone does a good job! This was not the case and my poor car shows it! I will be notifying Safelite and my insurance company of this situation and I hope we can come to an agreement also to make sure ****** does not do this to anyone else! Thank you for your time

  

  Business Response

  Date: 12/12/2022

  Hello, 

   

  We are sorry again for this trouble and per our conversation I have escalated this to the District Trainer and have as well set an appointment for you under warranty tomorrow to complete an assessment of the damages. Please call ###-###-#### if you have further concerns. 

   

  Thanks

  ****** 

  

  Business Response

  Date: 12/28/2022

   

  Hello please see response from our District Trainer 

  Good Afternoon,
  
  The technician went out to assess Mr. ******** damage claim on his 2008 Chevrolet Impala which he told the tech he bought last month. It does have some normal wear & tear damage that you would expect on a 14 year old car. The damage he is referring to is all on the passenger side, which is the opposite side from where we did the repair. The customer states the hood is all scratched up, but it is actually swirl marks in the clear coat. They are so small the technician couldn’t get a good picture of it. A coat of wax should take care of that issue. Customer states we damaged the mirror on the passenger side, which does have rock chips in the paint as well as what appears to a smear of red paint? He also found two small dents on the passenger side as well. I have attached the photos from the visit today and based on what they show, I don’t see how a technician performing a repair could have cause what looks normal for wear & tear on a 14 year old car. I will reach out to the customer tomorrow.
  
  If you have any questions please don’t hesitate to give me a call.
  
  Thank you,
  
  ****
  
  
  
  ***** ******* | District Trainer
  

• Initial Complaint

  Date:12/09/2022

  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 got my front window replaced a couple of months ago, I had used this comapny about 16 years ago and I was not pleased with them but I gave them another chance - BAD NEWS. They are full time scam artists, my window looks like it is brand new but you cannot tell until it rains and now it is raining, so when I came out this morning , there was rain and I could see with the street lights that there are sooo many deep water spots on my NEW supposed window, this is the same ordeal I went through 16 years ago. Whom ever they get their product from must keep their windows outside rain or shine and they are damaged badly. i want my money back and I want a new - I SAID NEW window that does not have this permanent water damage on it.

  

  Business Response

  Date: 12/12/2022

  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,

  *******

  Customer Answer

  Date: 12/14/2022

  [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:  You rplatform is non usable non where on here do it plainly say what the business response was - Why is that?
  
  
  
  Regards,
  
  
  
  ******** ********

  

  Business Response

  Date: 12/15/2022

  Hello, 

   

  We have contacted the customer and set a warranty appointment for them 12/15/2022 Routed- Please call ###-###-#### if you need further assistance. 

   

  Thanks

  ****** 

• Initial Complaint

  Date:12/09/2022

  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.

  9/17/2022
  Work order# ************
  TOTAL$124.68
  PARTS: $50.98
  LABOR $70.00
  
  THE RECIEPT SAYS NOTHING ABOUT NEW WINDSHIELD WIPERS. Wipers were not authorized, nor were they installed!
  
  Safelite came to my place of employment to fix a chip in my windshield. (3630 Cornhusker Hwy branch, Lincoln, Nebraska). I witnessed the entire repair. I paid $54.68 from my debit card, but have a ZERO comp deductible on my car. This was confusing to me at the time, but I was at work and had important things to get back to. I planned to turn the reciept into my insurance later.
  
  My wife (listed on insurance) has been in contact with Allstate several times, about this claim. Allstate DID MAIL SAFELITE A CHECK FOR OVER $120 which is an overpayment!
  
  FAST FORWARD TO NOW, December 9 2022. My wife got a message from the insurance company 12/5/2022, saying they got an email from SAFELITE, CLAIMING the $54.68 we paid, was for windshield wipers!!
  
  So, SAFELITE GOT PAID TWICE FOR IMAGINARY WINDSHIELD WIPERS!! ONCE BY US, AND ONCE BY ALLSTATE, (Allstate does not cover windshield wipers)! NOW, ALLSTATE HAS TO RECOVER THEIR MONEY AND SO DO I! SAFELITE IS RUNNING INSURANCE SCAM!

  

  Business Response

  Date: 12/12/2022

  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 1-800-638-8958 or email directly if you have further questions.

  Sincerely, 

  *******

  Customer Answer

  Date: 12/29/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 18552667
  
  
  
  I am rejecting this response because:

  I was told, on December 9th, 2022, they were sending me a check. I have not seen it yet. Please keep this complaint open. I will report to BBB when I receive the check.

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

  

  Business Response

  Date: 01/03/2023

  Hello,

   

  Customer has been contacted by higher management and a check was issued for the wipers , If there are any issues or concerns they can reach out to us here at 1800-638-8958 and we would be more than happy to assist customer with this or any other concerns.

   

  Thanks,

  Customer Care