Complaints

This profile includes complaints for Safelite Auto Glass, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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

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• 

  Safelite Auto Glass, Inc.

  7400 Safelite Way Columbus, OH 43235-5086

  
• 

  Safelite Auto Glass, Inc.

  1670 Harmon Ave Ste C Columbus, OH 43223-3350

  
• 

  Safelite Auto Glass

  421 Warren Ave Portland, ME 04103

• 

  The J.N. Phillips Company, Inc.

  1248 Route 28A Bourne, MA 02534

• 

  The J.N. Phillips Company, Inc.

  150 Sutton St North Andover, MA 01845

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:11/10/2022

  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.

  Front windshield was installed incorrectly and Safelite pretended they were not open during business hours so as to file my complaint under the rug.

  

  Business Response

  Date: 11/10/2022

  Hi ****,

   

  I apologize that you were going through this with Safelite but per our conversation I am happy that they have set you up with a warranty appointment to address your concerns. I also went ahead and sent you an email so that you can communicate with me, should you need anything before or after your appointment.

  Thank you,

  **********

  

  Business Response

  Date: 11/29/2022

  Hello, 

   

  We have completed follow up with the customer after their warranty inspection and the shop has provided follow up as well. This was determined to not be a warranty issue. Please let us know if we can help further. 

   

  Thanks

  ****** 

  1-800-638-8958 

• Initial Complaint

  Date:11/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Several months ago I got a crack in my windshield and was told by my insurance company Safelite Auto Glass in Columbus, GA would be the business to replace my windshield. We scheduled an appointment and had the windshield replaced paying $500 as our deductible. I thought everything was fine and the problem was solved until it began raining one day as I was driving home. Soon after the rain had started I noticed water leaking through my windshield, down the inside of my car and into the floorboard. I immediately knew it had to be the windshield. I called Safelite, told them the problem and they requested I bring it into the shop so they could fix it. I took it in a few weeks later and waited close to 3 hours for them to finally come tell me that they didn’t actually order me a new windshield and just tried to glue the leaking parts. While doing this, they cracked the windshield. They then told me it wouldn’t leak but they would have to replace it and ordered me a new windshield. That finally came in after a few weeks and Safelite came out once again to fix my windshield. This time the worker put my windshield on visibly crooked but told me “it’s just the way it looks since I’ve had it replaced before” there was debris, black oil stains that won’t come out and even glass all over the inside of my brand new car. At least it wasn’t leaking….. I called Safelite at least 12 times and couldn’t reach an operator. Finally, my husband calls and reaches someone and gives me a direct number to the shop. I call and speak with the assistant manager and explain to him the issues. He apologizes and says they’ll order me a new windshield. I’m frustrated at this point but allow them to attempt the replacement since there is no other company close by that could do the replacement. Finally the worker comes out on October 25, 2022 to replace my windshield again. It’s fine, not perfect so I say screw it. Today, November 9, 2022 I take it through a car wash and water starts pouring in.

  

  Business Response

  Date: 11/10/2022

  Hello,

  We are very sorry for this experience you've had with us. I am one of the Customer Care Agents that was assigned to your case. Since reviewing your complaint, I will be escalating this issue to upper-level management and ask that they reach out to you right away. Please reach out via phone ************** or email directly if you have further questions.

  Sincerely,

  **********

  

  Business Response

  Date: 11/18/2022

  Hello,

   

  We have a warranty appointment today set for the customer and everything is set to be resolved under warranty. 

   

  Thanks

  ****** 

  ************** 

• Initial Complaint

  Date:11/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my 2021 Subaru Ascent to Safelite Auto Class in Webster, Tx to have a small ( 3mm) rock chip repaired in the windshield, I explained that the weather was hot and I was concerned in a few days when it becomes cold the windshield might crack due to sudden temperature change.
  
  In order to clean the windshield the Technician applied cold gas to windshield before starting repair which resulted in the windshield cracking. I believe Safetlite conducted the repair incorrectly and therefore they are at fault for cracking my windshield.
  
  When I brought this to their attention they simply refer to the their terms and conditions and say they wont replace the windshield they cracked, my deductable is $1000, I should be responisable when Safelite applied improper repair techniques to windshield.

  

  Business Response

  Date: 11/09/2022

  Hello,

  
  Thank you for contacting our office. I’m so sorry that the repair on your vehicle has failed. While we do have a very high success rate with our repairs, there is no way to determine how the already damaged glass will react to the repair process. The outcome of a repair is affected by many factors, including but not limited to:
  - The age of the damage
  - The size and location of the damage on the windshield
  - Glass is a sensitive and unpredictable material
  Our chip repairs are done to preserve the structural integrity of the glass and not for cosmetic purposes. If the repair fails i.e. starts to crack out further or is not visibly pleasing; Safelite offers a money back guarantee where we will credit the cost of the repair toward the replacement of a new windshield; however, your deductible or out of pocket cost would apply. If you are interested in a quote, please feel free to contact us at ###-###-####.

  Thanks,

  Customer Care

  Customer Answer

  Date: 11/09/2022

  [If you do not say why you are rejecting the com
  
  
  
  Complaint: 18376977
  
  
  
  I am rejecting this response because: I do not think Safelite followed proper repair procedures by applying cold gas to hot windshield, for that reason they are responsiable for the further damage caused to my windshield. The cost of replacement is over $1000.
  
  
  
  Regards,
  
  
  
  ******* *******

  Customer Answer

  Date: 11/10/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 18376977
  
  
  
  I am rejecting this response because: This appears to be a duplicate message to original response which was originaly offered.
  
  
  
  Regards,
  
  
  
  ******* *******

  

  Business Response

  Date: 11/14/2022

  Dear Mr. ******* ,

  
  I am very sorry to hear about the inconvenience. When we attempt to perform a repair we're already working with damaged glass when there is a chip or crack present. Unfortunately, if it does not hold we're not responsible. The technicians provide the disclosure on their phone for you to read over at the time of service. If you agree to the terms and sign it that gives our technicians the right to do the work, at that point you accept any risks. You did sign the repair disclosure acknowledging you were made aware so I will attach it for your records.
  You have a warranty with an install of a new windshield. A chip repair comes with a money back guarantee. The guarantee states that we refund the paying party, which is your insurance company and from there you're responsible for your deductible. It
  applies the same if you were in an auto accident, your deductible would apply if you have one.
  If we could attempt to repair it again we would but, we know the outcome is not favorable for the customer. Once the repaired area seals we're not supposed to refill it again because it will crack further. That is why we advise that you can have it replaced if you choose to do so.
  If we could attempt to repair it again we would but, we know the outcome is not favorable for the customer. Once the repaired area seals we're not supposed to refill it again because it will crack further. That is why we advise that you can have it replaced if you choose to do so.
  

  Sincerely,

  Customer Care

• Initial Complaint

  Date:11/07/2022

  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 10/11/22 I had an appointment with a Safelite technician to repair a small chip on the windshield. The size of the chip was smaller than a dime. Unfortunately, the technician arrived at a time I had an important work meeting online and I was unable to watch the progression of the work. After a few minutes, my mother came to tell me that the windshield needed to be replaced because the chip was very big. I didn't understand the issue and I told my mother that I didn't want to replace the entire windshield. I was still on my online meeting. After a couple of hours, I went to check the car and I found that the chip had become a large crack of the size of two quarters. At this point the chip is not repairable any longer. I tried to contact safelite, I left a few messages but no one ever called me back. When calling the customer service, no human being ever answers the phone. I have repaired multiple chips on my old car bigger than that I had this time and It never happened that the technician broke my windshield. The vehicle that needed repair is a 2021 car and it was the first chip. I feel it was their mistake and I shouldn't be responsible for the expenses of a new windshield. I hope you can help me with the issue. Thank you

  

  Business Response

  Date: 11/09/2022

  Dear **** ******** ,

  
  I am very sorry to hear about the inconvenience. When we attempt to perform a repair we're already working with damaged glass when there is a chip or crack present. Unfortunately, if it does not hold we're not responsible. The technicians provide the disclosure on their phone for you to read over at the time of service. If you agree to the terms and sign it that gives our technicians the right to do the work, at that point you accept any risks. You did sign the repair disclosure acknowledging you were made aware so I will attach it for your records.
  You have a warranty with an install of a new windshield. A chip repair comes with a money back guarantee. The guarantee states that we refund the paying party, which is your insurance company and from there you're responsible for your deductible. It applies the same if you were in an auto accident, your deductible would apply if you have one.
  If we could attempt to repair it again we would but, we know the outcome is not favorable for the customer. Once the repaired area seals we're not supposed to refill it again because it will crack further. That is why we advise that you can have it replaced if you choose to do so. If we could attempt to repair it again we would but, we know the outcome is not favorable for the customer. Once the repaired area seals we're not supposed to refill it again because it will crack further. That is why we advise that you can have it replaced if you choose to do so. If you have any questions you can reach back out to 1800-638-8958 or email back to us.
  

  Sincerely,

  *******

  Customer Answer

  Date: 11/28/2022

  **** ******** <[email protected]>
  Sun, Nov 27, 10:29 PM (19 hours ago)
  to [email protected]
  
  Hello Mr *****,
  I have received the answer provided by Safelite and I do understand I have signed a contract before the job that lets the company from any responsibility. However, who can decide if the damage was done by error by the technician sent from Safelite? It seems that all the decisions are up to Safelite. I am convinced that the damage was caused by the technician as I have repaired many windshield's damages bigger than the one Safelite had attempted to repair. I do not believe it is fair, because the consumer is never protected in case of a job done badly. 
  I just wanted to let you know I am not satisfied with the answer received, but I also understand that nothing will be done.
  Have a good day,
  
  **** ********

• Initial Complaint

  Date:11/07/2022

  Type:Billing 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 windshield replaced in August if 2021. I was told I owe $0 for the replacement since I had windshield coverage at a $0 deductible. In November of 2022 I receive a bill for $250. Apparently they were wrong about my deductible and now I owe them $250 over a year later. Both USAA and Safelite are horrible. I was told by USAA I had the coverage and confirmed with safelite at the time of replacement. And now I’m being threatened to collections for their poor billing mistake over a year after the fact.

  

  Business Response

  Date: 11/09/2022

  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 contact the collections department and we are going to cover the costs past $250. You will still be responsible for the $250 dollars and we will cover everything else on this bill. Please reach out via phone ************** or email directly. 
  Sincerely, 
  ****** 
  
  

  

  Business Response

  Date: 11/10/2022

  Hello,

   

  The Total Bill of $590.75 will be removed from collections. Please contact ************** if you have further concerns. 

   

  Thank you

  ****** 

  Customer Answer

  Date: 11/10/2022

  [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:11/04/2022

  Type:Customer Service 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 scheduled an appointment with Safelite to have my windshield replaced on I believe 9/14/22, however on the 13th I called to verify the appointment and was told that the appointment was "lost" and then was rescheduled for the 21st. I called again to verify the appointment time, however again was told that it was "lost" I had originally scheduled the replacement on 7/7/22 with the 14th being the soonest available time I would be able to take off since Safelite is about an hour and a half from my house, and even further from work, so I was quite upset when I was told that I had taken 2 days off work for nothing. After speaking to ****** ****** at Safelite (******.******@safelite.com) he was able to get me in for the windshield replacement on the 21st which I was very thankful for. After my windshield was replaced, I noticed that my Lane Departure Alert system was no longer working on my truck, this is a very important safety feature that is vital to the vehicle. So I contacted Safelite again and was supposed to receive a call back about fixing the vehicle on 9/22, but was never contacted, then on 9/23 but no call, then on 9/26 but no call. I reached back out Mr. ****** on 9/27, who told me that he or the customer care team would contact me to get the issue resolved. On 9/28 I emailed him again saying I would be making a complaint with BBB unless I heard something about fixing my truck. On 9/30 he replied saying he had forwarded the issue to another management team and they would follow up soon. On 10/4 I still had not heard anything back from him, so I sent him another email. Later that day I was called and emailed by ****** ******* (******.*******@safelite.com ###-###-####) we played phone tag for a bit, but finally spoke on 10/7 (I think). She also told me someone would be contacting me soon. On 10/18 I still had not heard anything so I emailed her asking what's going on, to which she replied someone would be reaching out to me. Today is 10/26 and no solution.

  

  Business Response

  Date: 11/07/2022

  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: 11/07/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 18357517
  
  
  
  I am rejecting this response because: There was no solution offered, I'm waiting on someone at Safelite to return from Vacation before anything can be done. 
  
  
  
  Regards,
  
  
  
  **** ********

  

  Business Response

  Date: 11/30/2022

  Hello Mr. ******** we have requested that the $500 check be sent over night. This should arrive to you no later than Friday. 

   

  Please let us know if we can help further. 

   

  Thanks

  ****** 

  Customer Answer

  Date: 12/04/2022

  I received a check. 

• Initial Complaint

  Date:11/03/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife had her 2021 Volkswagen Tiguan windshield replaced by Safelite [Muskegon, Michigan] on August 29th, 2022. Once complete and paid for I observed the completion on the windshield installment. Here vehicle had glass all inside on the front and back seats, floors, my child’s toys and car seat, on the dash as well as on the outside on the body of her vehicle. The pieces of glass caused two scratches on the outside of the vehicle near the hood. The installer caused damage to her dash which was paid for and replaced by the Safelite location. The new windshield looked wrong which had to be replaced by the Safelite location at no cost to me. I was told by the manager to get a quote for the scratches which I did which was $860.74. I called and left a message as well as emailed (10/22/22) the quote (2 quotes) and no response. I also contacted Safelite on their website and no response. I would like this matter resolved so the scratches do no rust. A response would be great.

  

  Business Response

  Date: 11/07/2022

  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 spoken regarding these issues . 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: 11/07/2022

  [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. I have heard from management and waiting for the issue to be resolved. 
  
  
  Regards,
  
  
  
  ******* **************

  

  Business Response

  Date: 11/09/2022

  Hello, 

   

  We are very happy to hear this and that we able to get you assisted with this matter. If you have any questions or concerns you can reach out to us at 1800-638-8958 or email us and we would be more than happy to assist!

   

  Thanks,

  Customer Care

• Initial Complaint

  Date:11/02/2022

  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 10/10/2022 I scheduled an appointment with Safelite for the repair of my driver-side front and rear door car windows. During the appointment, on 10/18/2022, Safelite arrived with the wrong part (two of the same windows), so I was only able to get one window replaced. Over both email and phone for that next week I tried calling to get an ETA on when the correct part would arrive but never received an ETA. Additionally, I received no response to my email that a Safetlite representative provided me (see attachment below).
  
  
  On 10/26/2022 after calling repeatedly, I was told that I can safely schedule an appointment by 11/3/2022 and the correct glass would arrive at that time. I asked explicitly to please notify me of any delays so I could seek service elsewhere since I needed a car by 11/3/2022.
  
  
  On 11/2/2022, one day before my appointment, I received a call from Safelite and was told that Safelite "got a call a few days ago" that the window was delayed and would not arrive on time. I was told I can schedule an appointment for when it "hopefully arrives" by early next week. It has now been 24 days without a driveable car and I am asking for reimbursement or compensation for the expenses for all of the Lyfts and Ubers and time I have had to spend without a car due to the poor customer service and lack of communication.
  
  
  For the past two weeks, employees told me they would "speak with the manager and see what they can do" but I have received absolutely nothing about compensation or reimbursement of any kind. I am looking for both compensation and accountability for the poor customer service and money I have spent due to having no car.

  

  Business Response

  Date: 11/04/2022

  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 this morning. 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 as well if you have any more questions.

  Sincerely, 

  *******

  

  Business Response

  Date: 11/17/2022

  Trezon, 
  
  
  Hello we were able to resolve everything for the customer and have sent a refund to their card on file, processed 11/8/2022 for $131.8. Please let us know if we can help further. 
  
  
  Thanks
  
  Angela 
  
  1-800-638-8958 

• Initial Complaint

  Date:11/01/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an appointment on 09/27/22 at 11:00 AM at 2411 S Cooper St, Arlington, TX, 76015 for my windshield to be replaced. I can provide the photos I sent prior to appointment which stated I just needed replacement. On the day of appointment the technician stated that I would need replacement after I believe they caused further damage to my windshield. They facility did not even help to get the replacement scheduled; they just said that I would have to schedule it myself as they were just trying to get rid of me. I since had rescheduled at another location the Burleson, TX location the day before I get an email that the company had not verified my coverage with the insurance and I would need to reschedule then on the day of my appointment that $739 was due? I'm not why the company is having such a hard time with customer service either as I sent numerous issues to it with no response. This is a safety issue for my family and I driving with a cracked windshield.

  

  Business Response

  Date: 11/02/2022

  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 would be more than happy to try and get this issue resolved for you , I did call and left a voicemail. If you could please reach out via phone 1-800-638-8958 or email directly and I would be more than happy to assist with issues with verification. 

  Sincerely,

  *******

• Initial Complaint

  Date:11/01/2022

  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 contacted Safelite on October 21st regarding a windshield on one of my fleet trucks that needs replacement.
  I was scheduled for October 31st. When I called to verify the appointment on Friday October 28th, I was told that they had not ordered the windshield however they had a windshield with a small crack on it if we would accept that. I explained that per DOT regulation, this was an unacceptable remedy. They told me that they would attempt to order the part and have it in time for my 8:00am Monday October 31st appointment. I received a call on Monday 10/31 stating that the technician had called out and that I would need to reschedule my appointment for November 9th. I explained that this was not an acceptable remedy and that we cannot have a vehicle from our fleet out of service for an additional week and half due to operational failures on their end. When I called this morning (11/01/22) I was told that my appointment would not be until November 22nd. This is unacceptable and we fully intend to invoice Safelite for all lost revenue due to their operational failures. I expect a full and expedient remedy to this systematic operational failure. If not, we are prepared to seek remedy through other means.

  

  Business Response

  Date: 11/02/2022

  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 give you a call and left a voicemail. I would be more than happy to assist you in getting this rectified. I will be escalating this issue to upper-level management and ask that they reach out to you right away. Please reach out via phone ************** or email directly if you have further questions.

  Sincerely, 

  *******

  Customer Answer

  Date: 11/03/2022

  [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 emailed you again today about them pushing back my appointment yet again. I asked that you put me in touch with the service manager of the shop that we made the appointment with and you have not. I called you back after you left that voicemail. You have not rectified this complaint, as I explained yesterday during our last call. 
  
  Regards,
  
  
  
  ***** ********

  

  Business Response

  Date: 11/17/2022

  ******, 

   

  Hello we were able to resolve everything for the customer and sent them a $100 Customer Delight Check for the troubles on 11/8/2022. Please let us know if we can help further. 

   

  Thanks

  ****** 

  **************