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.

close

Find a Location

Safelite Auto Glass, Inc. has 649 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Safelite Auto Glass, Inc.

  7400 Safelite Way Columbus, OH 43235-5086

  
• 

  Safelite Auto Glass, Inc.

  PO Box 182277 Columbus, OH 43218-2277

  
• 

  Safelite Auto Glass, Inc.

  2435 Billingsley Rd Columbus, OH 43235-1925

  
• 

  Safelite Auto Glass, Inc.

  760 Dearborn Park Ln Columbus, OH 43085-5703

  
• 

  Safelite Auto Glass, Inc.

  4403 Executive Pkwy Westerville, OH 43081-3850

  

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:11/26/2022

  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 have *********** insurance and they made my appointment with safelite and safelite never came. Never reached out to me to say they were not coming and they actually hungup the phone each time I would call. The safelite was suppose to do mobile they’re customer service is horrible. They also never rescheduled the appointment and now I can not get anyone on the phone at the safelite on **** ** ** ********** ********. Worst company i pray the insurance company stop using them

  

  Business Response

  Date: 11/29/2022

  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 we spoke regarding the issues with the appointment. I would be more than happy to assist you in with this complaint.  I will be escalating this issue to upper-level management about your experience which we do apologize about.

  Sincerely,

  *******

  

  Business Response

  Date: 12/28/2022

  Hello,

  We have been in contact with insured and also management at the shop who advised they have been working with customer to resolve issues and advised that they have been resolved, Please let us know if we can help any further.

  Thanks,

  *******

  ###-###-####

• Initial Complaint

  Date:11/25/2022

  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.

  On 11/1/22 I had my windshield replaced at the Safelite on **** **** ** ***** **. Everything was fine with the replacement until 11/18/22. On that day I was driving on the highway when it suddenly started to rain and snow. My windshield became very dirty quickly. I tried to use the washer fluid to clean the windshield but it didn't work. I was now driving down the highway and couldn't find a safe place to pull over and couldn't see out of the windshield (very dangerous). Eventually I was able to carefully drive back home. Later I drove back to Safelite and asked them if anything they had done would have caused this. They checked the car and admitted that when they had put a trim piece back on that they had pinched the washer fluid hose which is why it wasn't working. They said they're supposed to test the washer fluid before I get my car back but they must have forgot. Their simple oversight nearly caused me to get into a major accident because I suddenly couldn't see clearly in heavy traffic. They ultimately fixed my car but never even really apologized. I'm also concerned that since the hose was pinched tight for several weeks that it may have created a weak spot in the hose that will cause it to crack open in the future.
  
  While at the store I asked to speak to a manager but nobody was available. Back at home I called ###-###-#### and spoke with ***** who transferred me to the regional office where I spoke with ******. ****** was going to have the DM (district manager?) call me to discuss my experience. I have not heard back from anybody about this. The whole incident cost me ½ vacation day at work to get this fixed. Now my hose might be at risk of cracking in the future. And I have yet to even receive an apology for the inconvenience and danger I was put in as a result of their careless oversight. Somebody needs to assume responsibility for this but nobody at Safelite seems to care. So now I am asking for someone from Corporate to resolve this for me.

  

  Business Response

  Date: 11/29/2022

  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: 12/30/2022

  [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: 

  I do not have any voicemails from 12/27. If someone called on 12/27 they either didn’t leave a voicemail or they called the wrong phone number.

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

  

  Business Response

  Date: 01/04/2023

  Hello,

   

  Please return **** or ********* call to ###-###-####. 

   

  Thanks 

• Initial Complaint

  Date:11/23/2022

  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 my rear window replaced by ***** from safelite on September 27, 2022. He left glass all over my property and the street. He broke my defroster and gave me a defective window. He also scratched up the entire trunk area of my car. On October 6, 2022 another technician named ***** replaced the damaged window and handed me the piece of defroster that the previous safelite employee broke to save for my records. This window was also defective. On October 15 they sent another technician named ****. **** brought a defective window with him. He told me it was defective. He did not install this window, but instead gave me promise that they would come back with a new batch of windows because this previous batch was defective. He also snapped pictures of the scratches caused by the first technician and said they will make it right. Since this day I have not been able to get someone to contact me back. I have sent emails and left voice messages as well even to the number listed for their headquarters. No response. No care. I have a warped back window still in my car. I spent $657.15 on the window, along with 3 days of being stuck home to be here for them to replace the window. This window is a risk for our safety and it was not cheap. Thr warranty date is past the warranty now...and it is not my fault. I have disputed the charge with my credit card company but safelite will not even get back to them. So now I can't use my credit card either.

  

  Business Response

  Date: 11/23/2022

  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 ###-###-#### or email directly.

  Sincerely, 

  *******

  

  Business Response

  Date: 12/01/2022

  Hello, 

   

  We ordered parts needed for the warranty. The parts have been received and we are waiting on the customer to call and set the appointment. 

   

  Thanks

  ****** 

  ###-###-#### 

  

  Business Response

  Date: 12/16/2022

  Hello, 

   

  We have set the warranty appointment and are waiting on the parts to arrive. The shop will be in contact with the customer to resolve. 

   

  Thanks

  ****** 

• Initial Complaint

  Date:11/22/2022

  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.

  First windshield replaced 4-11 this resulted in water leaking into the car on the passenger side and creating a pool inside. I didn't notice because I travel outside the US for work and leave the car at the airport parking garage.
  Second windshield replacement on June 7th once I reached out to Safelite and explained the problem. As I arrived to the safelite office located on **** ** *** *** ****** ** *****, they tested the windshield with a water hose acknowledging that some caulk was missing on that side of the windshield and allowing water to come in (poor workmanship).
  November 20th I came back from a work trip and it was raining here in Miami, I drive to Costco and notice a few droplets coming into the car from the passenger side, I went to check the car the next day and the passenger side is damp.
  
  I requested a windshield replacement through my insurance and the work crew states that the workmanship from Safelite is poor and lacking.

  

  Business Response

  Date: 11/25/2022

  Good morning, 
  
  Please accept my sincerest apologies for this poor experience you've had with us. I am one of the Customer Care Agents that was assigned to your case. Since reviewing your complaint, I have located the claim for your 2017 Ford Mustang and the record of the multiple warranty appointments that were attempted. I was also able to locate the record of the newest claim which was assigned to one of our affiliates - Unlimited Auto Glass Corp. In regards to the services completed at that affiliate please provide any documentation regarding cost/payments made for services. Once received I will forward that documentation to management requesting approval for reimbursement to you. I apologize once again for the inconveniences you have experienced and I want to ensure we get take care of this issue for you. Please reach out via phone 1-800-638-8958 or email directly if you have further questions.  
  
  Sincerely,
  ****** 

  

  Business Response

  Date: 12/09/2022

  Hello, 

  We have called the customer to address the warranty concerns and there was an appointment set but not serviced and cancelled. If we can help further please advise and we can be reached at 1-800-638-8958. 

   

  Thanks

  ****** 

   

• Initial Complaint

  Date:11/22/2022

  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 damage to my windshield in August of 2022. THe damage stayed consistent but i was planning on trading my vehicle in so on 11/21 i had safelite come through my insurance geico and complete a repair. Upon getting in my vehicle, I noticed it didnt appear as though he had done anything but i went on my way. Within 20 minutes his "repair" spidered a crack in my windshield extending almost the entire length of my windshield. I was then 20 minutes from home with my 5 month old in the car and having to stress the whole way home about the safety of my vehicle. I now need a replacement which I didnt need before a faulty repair. I want safelite to pay for the replacement

  

  Business Response

  Date: 11/22/2022

  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.

  Sincerely,

  Customer Care

  Customer Answer

  Date: 11/22/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 18450345
  
  
  
  I am rejecting this response because:safelite hAs offered no resolution 

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

  

  Business Response

  Date: 11/23/2022

  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.
  

  Sincerely,

  
  Customer Care

• Initial Complaint

  Date:11/21/2022

  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 don't know how to send the bill I paid here. From what I see, they changed my online appointment for my windshield replacement that I had to pay out of pocket- 3 times and I didn't realize the first time I was agreeing to a different day than what I scheduled online. - I'm 58 years old I'm not tech savvy-I thought I was agreeing to the online appointment the day I made on line.
  So I missed that at home appointment when they changed it- I missed noticing it was change to a different day- MY bad.. The same day I made a new appointment online for the next day and I had to take the day off to be home to be here. At 8ish the day of my new appointment on line I was called and was told my windshield was sent back- I'm like You just had it the day before? And I told the tech who texted me my appointment was for the next Saturday. ***** at the desk said they retuned my windshield at 6 am...( she said they would send someone out to go get it back) Twice I made an appointment on line with my 70 dollar promo code my appointment was changed and the promo of 70 dollars was not applied, including when I had to go to the shop to get my windshield installed the day I had taken off . I paid online for home replacement yet they told me I owed 15 more dollars, even with the home repair was dropped. My credit card declined them, they hit my card 4 times for the 15 bucks. I sent a check for the balance before I noticed my promo code was not applied, because I didn't trust them with another card. Are they allowed to post more charges on my card without my authorization? I called Safelite main line and was told I have to take the issue up with Miss ***** In West Springfield- they wouldn't do anything for me. This shop is horrible- and I couldn't even look at my bill until I got home and saw it on my computer- also I believe the pre auth they claimed all kinds of damage I did not have and didn't see they claimed until I got home. I owned this car 15 years
  Please help

  

  Business Response

  Date: 11/22/2022

  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: 11/28/2022

  [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: 

  I sent a detailed email to safelite to the direct address they gave me on Nov 23 I have not heard a thing back. Since then I discovered scratches on the new windshield I was charged for.

  I responded to them they are due to respond back to me
  
  
  
  Regards,
  
  
  
  **** *****

  

  Business Response

  Date: 12/08/2022

  Hello,

  I was able to get customer connected with shop to get issues resolved, **** who is store manager reached out and resolved issues with District manager and also got her a refund for $70 as well.

   

  Thanks,

  *******

   

• Initial Complaint

  Date:11/21/2022

  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 the windshield replaced on my car by Safelite Auto Glass on 10/25/2022 and the technician scratched the window glass on my driver side door, and when I asked him to fix it he said that he doesn't have the tools to fix it and told me to report it online and he left. I called Safelite to report it and they connected me to the store manager, his name is ****** ****, he asked me to send him a photos of the damage, which is i did, then on the phone he tried to deny that the technician did that damage and after long conversation he said he will get back to me on two days either to fix it or to give me compensation, then I did not hear back from him, then I called Safelight warranty department to help me fix the damage, but every time I call them, they call ****** and he tells them that he will call me, but he never did, then the warranty department gave me the shop ph. 831-783-1743, which is i called to get hold of ******, the shop customer service operator answered my call and told me that he will get back to me, but they ignored me and until today nobody contacted me to fix the damage they did to my car. at this point I am asking for a compensation for the damage that happened to my car. I contacted local Honda dealership and they gave me estimate 800$ to replace the glass on the driver side window. Thanks!

  

  Business Response

  Date: 11/21/2022

  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: 11/22/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 18438037
  
  
  
  I am rejecting this response because: they did not resolve the issue yet, they said they will be escalating this issue to upper-level management, but nobody contacted me yet from upper-level management to resolve the issue.
  
  
  
  Regards,
  
  
  
  ******** *******

  

  Business Response

  Date: 11/28/2022

  November 28 2022
  
  ******** *******                                                                                                        
  
  Safelite Number: 140981  Case # 16812775
  
  To Whom It May Concern: 
  
  Regarding the above referenced work order, we are in receipt of the Better Business Bureau Complaint regarding alleged damage to the vehicle in question. This letter is to serve as a denial of liability for the casualty loss claim. We have investigated the claim and have found that this wouldnt have been caused by the installation of windshield and also there are pre-inspection photos as well. We are not taking responsibility for this loss. If any additional evidence or information can be presented, we will review it and respond appropriately. However, with the facts available now, we must regretfully deny liability for the damage. Please call with any questions you may have or if further information is necessary. Thank you for your cooperation in this matter.  
  
  Sincerely,  
  Safelite Customer care
  1-800-638-8958

  Customer Answer

  Date: 11/28/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 18438037
  
  
  
  I am rejecting this response because: not sure what kind of evidence they are looking for, they asked for photos of the damage and i sent it. 
  
  
  
  Regards,
  
  
  
  ******** *******

• Initial Complaint

  Date:11/18/2022

  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.

  Merchant mislead me into dealing with them, informed me the service would be free, and made an appointment for me, while also stating the service would be free, however, when I arrived at the service, was told it would be $175. Store manager **** informed me if the $175. Team Lead ******* told me just 2 days prior, it would be free.

  

  Business Response

  Date: 11/18/2022

  Dear Mr. *********** ,

  Please accept my sincerest apologies for this poor experience you've had with us. I assure you this is not the norm! I am one of the executive assistants for Tom and was assigned to your case. Since reviewing your complaint, I did give you a call , I would be more than happy to assist you in getting this rectified.  Please let me know which form of communication is more convenient for you.

  Sincerely,

  *******

  

  Business Response

  Date: 12/06/2022

  Hello- Please see the below correspondence that the customer and our agent have exchanged. The customer accepted the $100 customer delight check for issues with service. Let us know if we can help further.

   

  Thanks

  ******

  Email Chain--- 

  Good morning
  
  
  Thanks. I appreciate you trying to make things right. While I’d much rather just have my windshield tinted, as what was agreed upon when I was last at the shop, I accept the settlement offer. My address is **** * **** **** **** ** *****.
  
  
  *****
  
  On Fri, Dec 2, 2022 at 11:34 AM EST - Customer Care <[email protected]> wrote:
  
  Hello,
  
  Yes I do apologize about this deeply and everything that has happened, and for the inconvenience of this I can issues you a check for $100 to make up for all the confusion and you could give me a good address I can get that check set up for you, unfortunately this would be all we can do regarding this and the rest would be talking to a tint shop and speaking with insurance. If you would like that check just email me back and I would be more than happy to get this set up for you.
  
  
  Thanks,
  *******
  Customer Care

• Initial Complaint

  Date:11/17/2022

  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.

  I had my truck windshield replaced by Safelite. The techs were great but they couldn't get my truck recalibration correct. I had them out a second time and everything is still not working. My safety features on my truck do not work and my wipers will not work on auto. I've tried calling corporate a dozen times and emailed them twice with no response. Ford wants to charge me $500 to recalibrate my my truck so it works properly, but my insurance company paid Safelite to fix my glass and recalibrate. I can't get anyone to call me back. I would like someone from the Safelite of Greenville to call me or I will contact my insurance company and reverse the charges so I can have Ford take care of the issue.

  

  Business Response

  Date: 11/21/2022

  Hello,
  
  Thank you for
  contacting our office. I’m sorry for this experience. Our
  records show that your warranty appointment is scheduled for MOBILE: Nov-22 between 1:00 PM to 6:00 PM. Please feel free to contact us if this information is not
  correct or if you need further assistance. Please contact us by email or by
  phone at ************.

  Customer Answer

  Date: 11/21/2022

  [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:11/16/2022

  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.

  On 10/19/2022, I took my car to safelite for front windshield replacement. Safelite incorrectly installed wrong windshield. After driving out of the garage, I noticed air rushing in the right front corner of the windshield. I immediately, went back to garage. I was told to call their customer service to file a warrant claim. I was on the phone for about 2 hours. The costumer service scheduled to replace my windshield with correct one. I was given an appointment on 10/20/22. They cancelled my appointment with no explanations. I was given another appointment on 10/24/2022. That was cancelled also. Then I was given another appointment on 11/05/2022, this time I was told that they don’t have the right glass so they will order and may take about a day or two to receive, so some one will call back. No one called me for a week. I went to the garage on 11/12/2022, I was told that If we didn’t call you we don’t have your part so you don’t need to come. ( I guess I was not their priority customer). Now, it has been almost a month and I don’t have a car I can drive to work due to air leak and possible water leak.

  

  Business Response

  Date: 11/17/2022

  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 we spoke as well. 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: 11/21/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 18415393
  
  
  
  I am rejecting this response because:  I am still waiting someone to contact me to resolve the issue. I spoke to customer service agent who said he will call me back, now it has been 5 days and no call back yet.
  
  
  
  Regards,
  
  
  
  **** *********

  

  Business Response

  Date: 11/22/2022

  Hello,

  I am very sorry to hear about the inconvenience/poor experience. I will be reaching out to you shortly regarding information given I just received response from upper management.

   

  Sincerely,

  *******