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
- 1,925 total complaints in the last 3 years.
- 700 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:12/02/2022
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.
I had a power window on my vehicle repaired by Safelite in Danbury, CT in 2020. Having an issue with the window again, I called the phone number on the Safelite's website for warranty questions on 11/16/22. They scheduled a warranty repair appt. for me at the Danbury, CT location on 11/26/22. On 11/25/22 I received a phone call from ****** *********, the manager of the that location, informing me that the part had not arrived so we would have to reschedule. I asked him to call me when they received the part. ****** called me on 11/28/22 and told me that he received the part, but also that his superiors told him that it is not covered under warranty and that I would have to pay for the repair myself. He told me that it would be cheaper for me to buy the part at Autozone and that, if I did so, Safelite would install it for me. I told ****** that I would think about it and get back to him. I thought about it and remembered that one of the reasons I chose to do the original repair at Safelite was the warranty. So I went to the Safelite website and It says that power window repairs are covered under their "Nationwide Warranty". There is no info on the website about the "Nationwide Warranty", but there is information on the "Nationwide Lifetime Warranty" which warranties repairs for as long as I own the vehicle. So I assume that the "Nationwide Warranty" and the "Nationwide Lifetime Warranty" are one and the same since the website only provides info on the latter. I made several attempts over 2 days to call the Safelite warranty department for clarification but am unable to get through to anyone "...not able to take your call right now," then hangs up. So I called ****** today 12/2/22 and explained this to him. He told me he had no idea what the "Nationwide Warranty" is and he couldn't find out because he is "running a business" and had customers to attend to. I reminded him that I am a customer. He was unwilling/unable to help. Warranty dept is still not answering!!!
Business Response
Date: 12/02/2022
Good afternoon,
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 have discussed the warranty guidelines with the Safelite shop manager ******, and the district manager Rich, who clarified the time frame of 30 days for the regulator. I do apologize for the inconvenience. At this point, the option to have the regulator replaced with the Safelite ordered part is still available. Also you do have the option of purchasing the part separately and having Safelite install. Please reach out via phone 1-800-638-8958 or email directly if you have further questions.
Sincerely,
******Customer Answer
Date: 12/02/2022
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 18513626
I am rejecting this response because: I was lead to believe by both the warranty department and the website that this was a covered repair. Why would the warranty department set up a warranty repair appointment and order the part if it were not? I was lead to believe it was covered until the day before the appointment. I would have already had it repaired elsewhere if the warranty department told me it wasn’t covered. I do not accept the store manager’s word of what the warranty is. When I asked him directly he could only speculate. In my emailed response to Safelite I requested where I can find in writing what exactly the “Nationwide Warranry” is. I have yet to receive a response. I do not trust what the manager or district manager tell me at this point. The company should have something explaining what the warranty is, just like they do for the glass. It’s meaningless to indicate that something is covered under a warranty then give the consumer no way of knowing what that means. It is also mind boggling that a person who manages a store does not know and is unwilling to find out.
Regards,
**** *****Business Response
Date: 12/07/2022
Hello,
Our warranty is covered for parts within 30 days of the install. 11/24/2020 is when we installed the DRIVER FRONT REGULATOR. This warranty will be voided at this point and we would advise you to please reach out to schedule a new order with a body shop or through your insurance company.
Thank you
******
1-800-638-8958
Customer Answer
Date: 12/10/2022
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 18513626
I am rejecting this response because: Safelite gave me misleading information regarding the warranty and continue to not accept any responsibility for that. They also continue to mislead customers by stating that this repair is covered under their Nationwide Warranty but making it next to impossible to find out what that actually means. Shame on you Safelite!
Regards,
**** *****Initial Complaint
Date:12/01/2022
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.
My car window was broken into at a local park on 11/10. I filed a police report. The earliest Safelite could assist me was 11/14. I missed work on 11/11. My insurance (***) picked this up 100%.
On 11/14, the tech called me just before the scheduled appointment and tells me the window glass was not in stalk, and it would have to be ordered.
On 11/15 PM, the glass was in stock; the tech came to fix my window at work and told me he damaged the regulator in the process. So the job could not be completed and he said a new regulator would have to be ordered. He said his van electric outlet wasn’t working, so he used our electric outlet to get the broken glass pieces out of my car.
For 2 weeks, there were no updates from Safelite regarding this regulator. I kept calling, and every customer service rep kept telling me they have “no info about an ETA and will not send someone out to fix my torn crash wrap as this is not protocol. One of them basically told me to have a good day and hung up on me”
Finally, I demanded to be connected to the manager of the workshop, and she was kind enough to prioritize things and called me back to tell me the regulator would be arriving on 11/29. All this time, regulator was showing as ‘available’ on every online site I looked up.
On 11/29 there was no call from Safelite, however I got a notification that they would be coming on 11/30. I called them and told them to come to my work address. The rep wouldn’t even take any notes, and told me to notify the tech when he calls me.
On 11/30 the tech called me, I told him I was at the work address. This upset him and he said he’ll do his best to get to me, because he wasn’t notified of this change. I then called up Safelite and told them I have been waiting for three weeks and to please expedite this. The tech arrived at my work location at 3pm. At 5pm, he tells me the wrong window is ordered, so the job can’t be done. He also takes off my window panel and leaves it in the trunk, as he didn’t have the tools to mount the speaker back.
So for the past 3 weeks, I have been driving 50 miles round trip in cold high winds at 55mph, with a torn crash wrap, and Safelite hasn’t fixed anything yet. Today is December 1, 2022.
Meanwhile, my insurance company won’t let me give my business elsewhere as SAFELITE damaged the regulator, so they solely would be fixing it. I am paying additionally for sheltered parking to protect my car from rain. So far, this parking has cost me $ 122+$175=$297.
This is the worst customer service I have encountered in my life.Business Response
Date: 12/01/2022
Good afternoon Ms. *****,
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 at the Safelite location in Raleigh, including the District manager, and asked that they reach out to you right away regarding the multiple service delays and inconveniences you have experienced due to our services. Please reach out via phone ###-###-#### or email directly if you have further questions.
Sincerely,
******Business Response
Date: 12/22/2022
Good morning,
Per our records, the regulator and the glass was replaced as of 12/12. Please advise if any further issues arise by reaching out to Customer Care directly at ###-###-####.
Thank you,
Customer Answer
Date: 12/27/2022
[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.
The situation was tackled very poorly however from the very beginning.No manager ever reached out as promised.
The technician that completed the job on 12/12 was the most knowledgeable and professional among all, and should have been sent out on Day 1.
Worst customer care ever. They just added insult to injury at every step of the way.
Regards,
***** *****Initial Complaint
Date:11/30/2022
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.
I had a scheduled appointment for windshield to be installed I arrived the employee who was supposed to open up the business for the day arrived late immediately got out of his car and acted like there was a problem with me scheduling the appointment the previous night online then told me he couldn't install the window because he couldn't warranty it because there was a flat spot in my roof from where the damage has been done to the car which was not true because I'd measured it with a laser and there was no impedance to the window being installed regardless I said okay tell me the window to which he said absolutely we do that I just have to get a manager's approval for the pricing because I will have to take off the cost of the glass disposal and the labor this was on a Saturday he was the only one working I'm assuming that is why he did not want to do the installation because he was being lazy or he was unqualified regardless I waited until the following Monday as he requested and called to speak to the manager to find out the cost so I can pick up the window at which point I was told they don't sell glass to customers and they were not going to sell the window to me wasting several days of my time that I could have spent going somewhere else I tried to plead with the manager he did not care they're the only place that had the windshield was actually no reason that they couldn't sell it to me as a matter of fact another manager on Saturday had already approved the sale but he specifically did not want to sell it to me for no actual reason other than his personal decision to not do soBusiness Response
Date: 12/01/2022
Good afternoon,
Please accept my sincerest apologies for this poor experience you've had with us. Unfortunately we can not able to honor the request to have the glass sold. It is not an option that we offer due to us not being able to warranty the glass. I have forwarded the information to the shop management team for review so they can follow up with you directly to discuss pricing of service and answer further questions that you may have. Please reach out via phone 1-800-638-8958 or email directly if you have further questions as well.
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: 18486044
I am rejecting this response because: it's not true at all . No one ever reached out to me to reschedule. I had to buy a used windshield from a junk yard and install it myself
Regards,
******* ********Customer Answer
Date: 01/14/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 18486044
I am rejecting this response because: I already had an appointment scheduled for your company to install it you told me you couldn't do the installation and you told me you would sell me the glass I want what was told to me I was promised me I want to purchase the glass for the price that it was promised to me at or less but definitely not higher I want what was promised to me which is what you should be held accountable for and no less
Regards,
******* ********Business Response
Date: 01/18/2023
Good morning,
In regards to the options available - they are as stated by the shop manager.
1. Having the glass and installation provided by Safelite.
2. Purchasing the parts separately from another vendor and having Safelite install the self purchased parts.Safelite does not offer the option of selling glass separately. We apologize for the miscommunication and inconvenience.
Please proceed with contacting us at 800-638-8958 if you would like to proceed with either option.
Thank you,
******Initial Complaint
Date:11/29/2022
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 November 7th I discovered my vehicle’s rear passenger window had been vandalized. I scheduled an appointment with Safelite for November 11th at 9:30 a.m., and took my vehicle there to have it replaced. There was glass inside the door and in between its panels, as well as on the floor of the 2nd and 3rd rows. When I picked up my vehicle the same day at 5:00 p.m., I was told that there was still glass in between the door panels, but they were unable to remove it because it was inaccessible. I couldn’t be without my vehicle another day, so I paid the $412.98 and left.
When reinstalling my children’s car seats, I noticed there was still glass on the floor of the 2nd and 3rd rows, and when I closed the rear passenger door the glass between its panels could best be described as sounding like a kaleidoscope. On November 21st I called to schedule another appointment to complete the removal of the glass.
On November 22nd I took my vehicle back to Satellite around 1 PM. I got a call about 30 minutes later saying they had removed a “fistful” of glass from in-between the door panels, but again they were unable to remove anymore due to inaccessibility. When I picked up my vehicle glass could still be heard when closing the door, and there was still glass on the floor of the 3rd row. I told them this, but was told there was nothing more they could do. I called their corporate number, but they were unable to get ahold of the shop, so they told me to expect a call back.
On November 28th I received a call back from the shop. They told me that they would not attempt to remove the remaining glass again, that they don't remove the panel to access the glass to begin with, and that it’s normal and lots of people have this problem.
Safelite’s website clearly states:
“When you come to us for an auto window replacement, our technicians will:
1. Inspect the damage carefully
2. Remove the door panel to access the remaining glass
3. Vacuum any debris and glass from the vehicle
4. Insert a brand new side window
5. Test the regulator to ensure the window functions properly
6. Replace the door panel
7. Clean all of the glass on your vehicle
The process is easy and stress-free — we promise.”
I was told the 1st time that they were unable to remove the remaining glass (between the panels) due to inaccessibility, then I was told the same thing the 2nd time after they removed a “fistful” of the previously “inaccessible" glass, THEN I was told the 3rd time that they don’t actually remove the panel to remove the glass. I paid Safelite $412.98 and still have glass inside of my car door AND I had to pay to vacuum the remaining glass from the 3rd row at a car wash.
Since Safelite is unable/unwilling to remove the remaining glass I will have to take my vehicle to another company, and would respectfully and rightfully request a partial refund for the service that was not completed by them twice (and refused a third time).
I called my local ***** dealership service technicians on November 29th and was quoted between $150 and $250 to successfully remove the glass from the vehicle door.Business Response
Date: 12/01/2022
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 regarding the refund to you for the glass removal. The shop management may request a copy of the quote from the dealership for the glass removal for reference so please have that available when they contact you. Please reach out via phone ************** or email directly if you have further questions. Once again, I apologize for this inconvenience - we will be sure to get this issue resolved for you.
Sincerely,
******Customer Answer
Date: 12/19/2022
[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:11/29/2022
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.
I had my daughters driver side window replaced and also wanted to have front and rear wipers replaced. When the technician came to change out the window he did not have the rear wiper with him, so he only changed the front wipers and the broken window. About a week later I noticed that I was charged for the rear wiper that did not get replaced. I called them and they transfered me to "The Shop". I told them about everything and was told that they would refund the amount for the wiper and to just give them 5-7 days. After a week, I still did not have my refund and I called again. I was told they were still waiting for the supervisor to approve the charge back and that I should see the refund in my account by October 24. I tried calling them again on the 25th and was told they would call me back same day. They never called back so I emailed them on October 26 explaining everything once again. They messaged back on October 28 stating they have looked into it and it would appear that are team is working on this to get this approved. Please allow us a little more time. I emailed back Nov. 5, still no refund, how much longer and was told Nov 7 that it seems the store has not had this approved yet and still waiting. I can send the store a email to see it they can speed up the process to get this taken care of. Pleas provide more time as the store may be low staffed. He added a couple people to the email to work on it and they said This will be done today. I emailed again on the 17th, 26th and 28th just to be told the same thing. Please be patient and give them more time, they are still working on the refund. It will be 8 weeks on December 1st that I have been contacting and waiting for this to be refunded.Business Response
Date: 12/01/2022
Good morning Ms. *****,
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 went ahead and processed a check to be sent to your stated address in the amount of $96.93. We apologize for the delay in getting the refund to you. The check has been processed as an 'overnight' in which those are cut and sent out every Tuesday and Thursday. With that in mind, you will receive the payment Wednesday or Thursday next week. Please reach out via phone ************** or email directly if you have further questions.
Sincerely,
******Business Response
Date: 12/09/2022
Hello,
We sent a check to the customer for $96.93 on 12/1/2022 9:40 AM as over night to:
***** *****
**** ******* ***
******** ** *****
Please let us know if we can help further. Thanks- ****** - **************
Initial Complaint
Date:11/29/2022
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.
Initial appt scheduled 6/10/22 but when I went, I was told that I would be rescheduled for 6/16/22 because the Tech said that the appropriate molding for my vehicle was not on hand. After the service, I spoke with the same Tech and asked "how did it go?" He said there were no issues, clean removal/replacement. I drove my vehicle and within 30 mins I noticed fluttering/rattling noises along the front dash and sides of windshield. I was already in route to Southern Motors Honda (separate reason) so I told the Honda Techs, they witnessed the noises and told me to go back to Safelite. I went back to Safelite within 2 hours and the same Tech drove my vehicle with me and noted the noises. I asked why there were cracked pieces of my interior in the cup holder and I said these pieces came from somewhere. The Tech told me that if my vehicle was damaged it would be handled by another department and that these things happen and have happened to others. He also asked me for a good review so he can be compensated. Seriously? 1st troubleshoot appt, Tech was supposed to loop in the Head Supervisor but I found out later that he didn't. Tech never offered to remove the botched windshield. I went to Southern Motors Acura for inspection and they observed wrong/ill-fitting molding, missing parts, documented the damage to dash panel/paint and noted the noises. Reminder: the Tech still used the wrong molding even though he rescheduled me in the beginning to order the right one. After weeks of back and forth, I began communicating with Safelite's Supervisor directly. I had 3 troubleshooting appts and a 2nd windshield replacement. I even paid upfront for my own replacement dash panel + shipping from a 3rd party but it was not received/lost in shipping. The Supervisor and I have discussed quotes for the damages and both he and the Front Office Manager submitted documents to the Casualty Loss Department multiple times (over the past months). Almost 6 months of waiting to receive my damages.Business Response
Date: 12/01/2022
Good morning Ms. *****,
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 request clarification on the Casualty Loss documentation to ensure we are getting this processed to you as soon as possible. Once we receive a response from management I will notify you directly regarding an update. Once again apologize for the delay - we will be contact shortly. Please reach out via phone ************** or email directly if you have further questions.
Sincerely,
******Business Response
Date: 12/02/2022
A check payment has been processed in the amount of $2,380.96 to the customer as of 12/1. The customer can expect to receive the payment within 10-15 business days. Thank you.Customer Answer
Date: 12/07/2022
Better Business Bureau:
I accept the business's response that the requested damages are being mailed to me to resolve this complaint. If those damages are not received or are received but differ in the amount from what was previously stated by the business, I will contact the BBB with an update, etc. Thank you for your mediation assistance in this matter.
Regards,
****** *****Initial Complaint
Date:11/28/2022
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.
My Insurance Company contacted Safelite for me, I had a scratch on my windshield at the drivers view. Safelite Teck howed up and told me the windshield would have to be replaced, I said can it be repaired, he said no, we have to order a new windshield. Takes a week or so. So, he put in a Temp windshield and left. Went out the next morning had a meeting only to find my rear-view mirror on the floor, called said they couldn't make it, told him I had a 10 o'clock appointment I have to get to. The Teck showed about 1/2 hr later, Duck taped the mirror to the windshield. Finally, Safelite called and said the new windshield is in and I set up the appointment, well they showed up put in the windshield. Went to have my car Winterized and detailed, The Mechanic came into the office and told the man in charge that I had a scratch on my windshield, told him I just had a new windshield put in, he said they only Buffed out the scratch you have your old windshield in. Safelite charged me $337. and $50 deductible I had to pay. I was told by a Safelite person they don't put old windshields in, but tell me this, HOW IS THE SAME SCRATCH IN THE SAME SPOT APPLE TO APPLE, WHERE IT WAS IN THE FIRST PLACE. On top of that they wanted me to purchase Wipers for $39 for one wiper. I told them NO that I would have the Mechanic put new blades on, which by the way were $19.00. I will never use Safelite again and I'm reporting the company for Fraud!Business Response
Date: 11/29/2022
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 have discussed a solution with my supervisor. We are proceeding with submitting a check to you in the amount of $100.00 as a courtesy. Prior to submitting the check we will need you to verify the address in which to send the check payment and also complete and sign the attached Release of Liability. Once received I will proceed with processing the payment to you. Please advise if you have any further questions or concerns.
Sincerely,
******Customer Answer
Date: 11/29/2022
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 18470922
I am rejecting this response because:
Regards,
******* ******What about the payment ($355.57) from my Insurance Co.,, and I never received a new windshield for that payment, but my old windshield put back in with the Strach buffed out.
The $355.57 was payment from my Ins.,Co., for a NEW windshield, not my old one!
Customer Answer
Date: 12/13/2022
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 18470922
I am rejecting this response because:
Regards,
******* ******So be it!
Business Response
Date: 12/13/2022
Hello,
Per our Conversation we directed any disputes for Claims to your insurance company. You replied that you will be reaching to them further.
Thank you
******
Initial Complaint
Date:11/28/2022
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.
Order #: ****-***056
On Nov 22 I was connected with Safelite through insurance to schedule a windshield replacement. I had previously tried to call the specific shop but was never routed there and the direct number was not available. The entire work order was done through a service line , not the shop . Due to the specifications of my car , I had questions regarding the replacement . Again , was only offered the service line , and they called the shop, did not let me speak to them . I was assured everything was taken care of .
Fast forward to today 11/28/22. I dropped my car off as instructed and got a call that there was an error and the shop doesn’t have the correct part , nor will they for several days .
Due to the incompetence of the service line at Safelite and the business model that does not allow me to talk to the actual shop while scheduling , I am now out of a drivable car until 12-9.
This is VERY upsetting as I tried to speak to the shop to make sure the parts were needed , and never was given the choice to do so .
Safelite has now caused me distress and a large inconvenience that will cause me NOT to have a drivable car , making me now have to pay out of pocket for a rental .
Shame on them and their lack of customer service, unfortunate business model and incompetence with scheduling.Business Response
Date: 11/29/2022
Good afternoon Ms. *****,
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: 12/28/2022
The service has been completed for the customer as of 12/24. The shop manager, ****** *****, has provided the customer with their direct contact number in the case of future questions or concerns regarding the services rendered.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:11/27/2022
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.
2020 wrangler front windshield replaced on 11 19 22. Inside passenger side lots of extra sealant that looks terrible compared to other side. A large scratch put on center display plastic just about screen. Debris left on dash appeared that something may have fallen or been pushed off dash causing the scratch.Business Response
Date: 11/28/2022
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, I will also give you call back so that way we can talk as well.
Sincerely,
*******
Business Response
Date: 12/09/2022
Hello,
Everything was resolved under warranty for the customer on 12/6/2022.
Thanks
******
Initial Complaint
Date:11/26/2022
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.
Had my windshield replaced by Safelite on 26-Nov-2022. Tech removed a piece of the car told me it does not need to be there. After reviewing what was removed does in fact need to be on it prevents water from intruding into my car. Now I cannot leave my car outside in the rain or snow. Can’t even take it through a car wash. When trying to reach out to your agents I’m an angry agitated customer because this is the 3rd time your company has caused issues including installing the wrong windshield and once before replacing glass in a different car and leaving parts off the car. The agent told me to be nicer to ******** than I was to her. Sorry it took me 15 min to reach a live agent.Business Response
Date: 11/28/2022
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: 12/09/2022
Hello,
We escalated to management and they advised that everything was resolved for the customer. Please let us know if we can help further.
Thanks
******
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