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
- 1,924 total complaints in the last 3 years.
- 702 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:11/16/2022
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.
I was under the impression that my insurance company had been given the approval to them when I drop off my truck for windshield repair and since they didn’t ask about payment like they have in there policy stated that it’s needed before repairs i was told nothing till the day i got called that it was done went in and out came a bill for little less $400 I was confused about why they didn’t have my insurance company already paid for the repair my insurance company was called by me and informed me that my exwife had called to tell them to drop the insurance on the truck I live 6 hours away and had to get back that day already I was low on money and the cost of my expenses to get home was not going to leave me enough to pay for the repair so I asked them if it was possible to come back and what was the time frame they let cars be there with out paying any sort of storage fee and they said it was no problem no fee and just to make sure to call them to give them heads up when I was picking it up from that point forward i called them often to check In and then one day I was calling them and they said they had already got payment and they had released it too but then I asked them to who and they didn’t give me a straight answer and then they change there store and was told at the end of that call the truck was picked up by me and then when I asked to show me paperwork or something that it was given too me they couldn’t provide me with anyone anything showing that I got my vehicle back like I said am able to provide proof of me dropping off my truck to them, I went to the police and started to file a report that officer went down and talk to them they were unable to show him anything that I had give anybody permission to pick up or nor had I picked up my truck and they still haven’t gotten hold of me since that happen
Business Response
Date: 11/17/2022
Hello,
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 Answer
Date: 11/18/2022
[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,
****** ******2007 Cadillac Escalade ****** ****** ** Email Address **************** ********* and I sent the pic with work order number and all
Business Response
Date: 11/21/2022
Hello,
Thank you please let us know if we can help further.
Thanks
******
Initial Complaint
Date:11/15/2022
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.
6/19/22 - Windshield replaced, exterior molding lost during "sensor testing", I was assured they would order the part and replace immediately.
6/29/22 - No part
7/14/22 - 3 calls to find out no part
8/17/22 - No part (no one calls me, I just call them)
8/19/22 - we have the part! (Sent technician to my house with NO part)
I call the next business day to find out they had sent the WRONG part.
I've called every two weeks for months, and I don't think they have any intention of following through on this.
Today is 11/15/22 - Still no part, no call, no follow up unless I call them.Business Response
Date: 11/17/2022
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 and discussing the issues thus far over the phone, I did escalate this issue to upper-level management. During our phone conversation I spoke to the Assistant Manager, ****, at that location. He advised that the correct part for your service is expected to arrive today in which he will be calling you directly once it has arrived to proceed with scheduling. To ensure that no further delays occur I have sent an escalation to the management team as well via email. Please reach out via phone ************** or email directly if you have further questions.
Sincerely,
******Customer Answer
Date: 11/17/2022
[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. Further, I appreciate the help of the BBB.
Regards,
****** *****Initial Complaint
Date:11/15/2022
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 truck's driver's side rear window was smashed in. I agreed to a replacement using Safelite's online system and my credit card was charged $527.45. The charges included a recycling charge of $34.99 which Safelite agreed to refund since there was nothing to recycle since the window was shattered. After the window was replaced the price went up to $561.76 without an explanation. I have tried to contact Safelite several times using emails and even spoke to them once. They have not explained the new charges or refunded my overpayment of the recycling charges. My calculated refund is $34.25. Please note that I sent a detailed email to Safelite with my refund calculation. Safelite responded to this email with an email saying my email was referred to the local office AND a phone call from someone who had NO knowledge of the case.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 have found that the refund request in the amount of $34.25 was approved by the shop management and processed as of 11/14. The refund will appear back on the card used for initial payment. Processing of the refund does take between 9-11 business days. Please reach out via phone ************** or email directly if you have further questions.
Sincerely,
******Customer Answer
Date: 11/17/2022
[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:11/14/2022
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.
We obtained an online quote without insurance for standard service - replace windshield plus new wiper blades. We put in the VIN to get the most accurate pricing. That quote was $404.98. We scheduled the replacement through insurance, because we originally thought it could be repaired. When they replaced the windshield, we were invoiced for $957.75. We paid $557.76 and our insurance company paid $407.00. Our insurance should not have paid anything, and we should have only been charged the $404.98.
I tried chatting with their online customer service, and was told there was nothing they could do except send us the invoice. They had no way to look up quotes. Chat gave me a number to call, but chat also said that phone support couldn't help any further.Business Response
Date: 11/15/2022
Hello Mr. ********,
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: 12/05/2022
Hello,
We applied a full credit for the work order on 11/18/2022 12:52:30 PM. Please let us know if we can help further.
Thank you
******
**************
Initial Complaint
Date:11/14/2022
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 October 8th I had my windshield replaced. Once it was completed the tech informed me he accidentally broke my rearview mirror, but to not worry because he had already called his manager and it was on order. I asked when to expect it and he said 10-14 days. On day 14 I called them- I had not had communication since. They said it was still on order and could not provide me with an ETA yet. On November 10th I called again, a full 5 weeks with no communication. They told me it wasn't even ordered until October 18th. I was upset that I had been lied to about it being ordered right away. I then asked to speak with a manager and was told she would call me back the next day, November 11th. She never called. It is now Monday, the 14th. I have tried to contact them 4 time this morning and no one is answering the phones. Driving without a rearview mirror is dangerous. I have 2 small children, we are single car family, and my sole income is Door Dashing. I have not been able to safely work and drive around due to my sight obstruction.Business Response
Date: 11/14/2022
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 about this further. I would be more than happy to assist you in getting this rectified. The parts are on order and should arrive tomorrow. 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
After discussion with the customer and the shop manager ******* the customer was notified that parts arrived as of 11/18 in which the vehicle repairs were completed as of 11/18 in shop.Customer Answer
Date: 12/02/2022
[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:11/14/2022
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 11/11/2022, I went to Safelite in Midway Florida for chip repairs on my windshield. The tech went to the parking lot with me to inspect the windshield, they stated I had what is known as sandblast and not actual impact damage and recommended not doing the repair as it was not needed. So I thanked them and left without doing the repair. I just received a phone call from Safelite telling me that the windshield is not repairable and needs to be replaced. That is an outright lie, and it's borderline insurance fraud. The small chips are repairable and the windshield is not in need of being replaced.Business Response
Date: 11/14/2022
Hello,
I am very sorry to hear about the inconvenience. We did complete an assessment to your glass damage and determined that the area was not needed for a repair or replacement at this time. We have since closed out your work order nothing has been billed for this service. As well as coaching will be completed for the call back team that placed this call you you and we appreciate you providing these details If you need further assistance, we can be reached at *************
Sincerely,
******Customer Answer
Date: 11/14/2022
[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:11/13/2022
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.
the roof of my van was scratched during a windshield replacement on 9/16. i submitted an estimate to a ******** ****** at safelite in ******** massachusetts at her request back in october and i haven't heard anything. i've e-mailed her twice and called safelite 3 times and nobody is responding.Business Response
Date: 11/14/2022
Hello,
We are very sorry for this experience you've had with us. I am one of the Customer Care Agents that was assigned to your case. Since reviewing your complaint, I did escalate this issue to upper-level management and ask that they reach out to you right away. Please reach out via phone ************** or email directly if you have further questions.
Sincerely,
******Business Response
Date: 12/08/2022
Per conversation with the Safelite manager ******** ****** - payment has been submitted to the body shop for repairs on behalf of the customer as of 11/14. Invoice has been paid on behalf of customer.Initial Complaint
Date:11/12/2022
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.
On Thursday the 16th of Oct. 2022, got my car windshield replaced on my 2006 Volvo S80 at *** ***** *** *** ******, Ct 06320. After the window was replaced on my to work I turned on the AC and there was a noise from the fan. A day later I checked to see what the problem was, and found multiple plastic and rubber pieces inside the fan housing from when they had replaced the windshield. There were also multiple plastic fasteners and gaskets that were broken or missing. After the first rain I found out that my new windshield is leaking. So, for the past four weeks I have had water in the passenger side floor. I am concerned about mildew and rust. I have made multiple appointments with safelite to try to have this issue sorted out. For the past two appointment there has been a no call no show from the tech.Business Response
Date: 11/14/2022
Hello Mrs. ****** ,
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: 12/07/2022
[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 have changed the windshield wipers multiple times. It appears to me I have a low quality windshield. When it rains and the windshield wipers are on it doesn’t look like the wipers have complete contact with the windshield to remove the rain. There are always streaks and visibility is horribly effected, especially at night.
Regards,
******* ******Business Response
Date: 12/08/2022
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 Care
Initial Complaint
Date:11/11/2022
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.
In November 2020 Safelite Auto Glass replaced the front passenger side window on our Toyota Highlander. We were satisfied that it worked. It was done while we were on a trip in Panama City Beach Florida. In spring 2022 the window failed to stay up and the window had to be manually put into place. We stopped using the window. Shortly after that we needed to have the windshield on the same vehicle replaced, so we made a double appointment to have the window which Safelite Auto had replaced fixed under their lifetime warranty AND to have a new windshield. When we arrived for the appointment (7/16/22) we were quickly told that the problem with the passenger side window was the motor and therefore not covered under warranty. The cost would be a couple hundred dollars. We chose to have just the windshield replaced.
After that we took the vehicle to our local garage and ask them to look at the window. They found it was not a motor issue but the window was simply not properly on its track and needed to be put back on. It has been working without issue for a couple of months and the motor was never a problem.
Safelite Auto Glass should have identified this issue as an issue covered under warranty repair, not lied about the motor not working, and not tried to charge us more money.
This is a very disappointing situation that they do not honor their lifetime warranty, as I'm sure I'm not the only customer who believes this is important. Safelite Auto Glass needs to compensate me for having to pay somebody else to fix it. They need to stop stop advertising a lifetime warranty unless they are going to provide a lifetime warrantyBusiness Response
Date: 11/14/2022
Hello Ms. ******* ,
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 about this briefly, 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 If you have anymore questions.
Sincerely,
*******
Initial Complaint
Date:11/11/2022
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 rear window had broken and my insurance company uses Safelite for replacement windows. Safelite came and replaced the window with no issues. Later that day I drove the car and when I look out the rear view mirror the view is all distorted. The vehicles and lines in the road are all squiggly and its hard to see how close they are. This not just annoying it's a safety issue. I went back to Safelite and they agreed to replaced this window with a new one. The new window is just as bad. When you look at the window in the sun it has purple circles all over it. The tech told me that all their windows are like this. They buy the cheapest junk they can find. I cannot get Safelite to correct this. They are not responding to me. All I want is a window that is manufactured correctly so I have a good view out of it.Business Response
Date: 11/14/2022
Hello,
I am very sorry to hear about the inconvenience/poor experience. I did call and speak with you this morning and was advised and it does show that the shop is getting the back glass ordered to fix issues with distortion and it is an original glass as well which we are happy to hear, If you need immediate assistance, or any questions or concerns we can be reached at *************
Sincerely,
*******
Business Response
Date: 11/29/2022
Hello,
I did call and emailed customer regarding complaint and did not receive any response back regarding these issues.
Thanks,
*******
Customer Answer
Date: 11/29/2022
Safelite of Vestal called and agreed to replace the window with a new Volkswagen window. We scheduled and appointment and it was replaced in a timely manner and was indeed a VW window. I'm very happy with the work that was done.
Better Business Bureau:
I accept the business's response to resolve this complaint.
Regards,
**** *********
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.