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.

  903 Linden Ave Zanesville, OH 43701-3049

  
• 

  Safelite Auto Glass, Inc.

  3820 Columbus Lancaster Rd NW Carroll, OH 43112-9720

  
• 

  Safelite Auto Glass, Inc.

  2400 Farmer Drive 5th Floor Columbus, OH 43235-2762

  
• 

  The J.N. Phillips Company, Inc.

  320 Eastern Ave Malden, MA 02148

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:11/01/2022

  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.

  The technician that initially replaced my windshield used low quality glass and left broken glass all over my carport and along the trim inside my hatchback door. I called for a warranty appointment and requested a new technician citing the issues above. They sent the same technician, so I called to reschedule. The next appointment, the technician did not show up and I wasn't contacted. I called to reschedule again. The technician called me the day of the appointment to say he had the factory made glass and was waiting for insurance approval. I immediately called my insurance company to ensure there were no issues and they advised that they had spoken to the shop and authorized the repair. The technician still never arrived for my appointment and I was never contacted. I called to reschedule again and the technician from my first repair was assigned my appointment. Seeing the note on my account to send a different technician, he never showed for my appointment and I was never contacted. This happened twice.
  
  Finally, I called customer service asking to speak to a manager and was told that the customer service representative didn't have a direct store number or a number for the manager. I was told a manager would call me back, but after a week of no phone call I called again. That time I was told the district manager would call me back but again, I never received a phone call. Last week I was finally able to speak with a manager after a half hour wait on hold. He assured me he would call me back that day and finally left a voicemail after their shop was closed when I had no means of contacting him back. He stated he was waiting for his supplier to get the needed part and would call me back the next day, but never did.

  

  Business Response

  Date: 11/02/2022

  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 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 1-800-638-8958 or email directly.

  Sincerely,

  *******

• Initial Complaint

  Date:10/31/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got my windshield replaced 10/29/22. I left my car to sit at my house over the weekend. I drove to work 10/31, was at work for 10 hours, 8am-6pm. I come out and my car is leaking water inside, dripping over my stereo, my overhead lights, and my floor. My AC light was on even though it was not on. My rain sensors are not working. They did not correctly seal my windows causing it to leak into my car where things are not supposed to get wet.

  

  Business Response

  Date: 11/01/2022

  Hello,
  
  We appreciate you taking the time to reach out to us with your concern, I’m very sorry to hear about this. Our National Lifetime Warranty covers manufacturing defects and workmanship for as long as you own or lease the vehicle. You’re welcome to schedule a warranty appointment at www.mysafelite.com or please feel free to contact Customer Care at 800-638-8958, I do see as well there was a warranty appointment today and if you would like you can email back or call us and advise how that appointment went.

  Thanks,

  *******

• Initial Complaint

  Date:10/31/2022

  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.

  Safelite of Pinebrook, NJ replaced a broken window on my 2012 Lexus CT200 on 12/15/20 for $405.14 (work order #************). However, when testing the window, the technician observed that when the window was raised to the fully closed position, it automatically retracted back to the downward position. He stated that this was something that would have to be fixed by Lexus. I suspected that the Safelite technician had damaged the window motor controller or guide while installing the new window but had no way to prove it. I had that repair done by Lexus of Rte. 10 in Whippany NJ on 7/15/21 for $589.64. I did not file a complaint with Safelite at the time as I could not prove that it was their fault. Then, on 6/20/22, I had other service done on my car by Specialized Auto Craft in Chatham, NJ which involved removing the door shell. The owner asked whether I had had a broken window because he found a lot of broken glass remaining inside. In other words, the Safelite technician had not properly cleaned the glass pieces out on 12/15/20 before installing the new window. This is shoddy workmanship, and I would like to be refunded at least 1/2 of the original $405.14 charge.

  

  Business Response

  Date: 11/01/2022

  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 tried to leave a voicemail but the inbox was full. 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: 11/02/2022

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

  

  Business Response

  Date: 11/04/2022

  Hello, 

   

  Thank you for the response, we appreciate you letting us know it does show that a check for $203 was sent to you. Please let us know if we can help further. 

   

  Thanks

  ****** 

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

• Initial Complaint

  Date:10/28/2022

  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 went to a Safelite Autoglass to get my 2010 Toyota RAV 4 windshield replaced at full cost because I didn’t have the coverage on my insurance policy. The office was in Ft Myers Fl and the service was done in June, 2022. After the windshield was replaced, the weatherstripping on either side of the windshield came off while driving. The Ft Myers store said they will order weatherstripping from the Toyota dealer and let me know when it comes in. No notices were given and then I moved to Lexington SC late July 2022. I contacted the Lexington Safelite office early October 2022 who said they will either get the weatherstripping from Ft Myers or order it themselves from the local dealer. Numerous calls to the Lexington Safelite office were never returned and the promised weatherstripping has not been installed!

  

  Business Response

  Date: 11/01/2022

  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: 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 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: 11/16/2022

  ***** ***** *********************
  Nov 14, 2022, 1:31 PM (2 days ago)
  to disputeresolution
  
  Hello,
  I previously replied back to ******* last week once Safelite came out and completed the missing weatherstripping on November 8, 2022.  This complaint is now resolved to my satisfaction. 
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:10/28/2022

  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 the windshield replaced on my car on 7/8/22 by Safelite. The next month the drivers side corner was cracked and safelite came out to do a warranty inspection on 9/6/22. The tech agreed it had not been installed correctly and said I would be called with replacement appt. No call ever happened, I called the Midlothian, VA store multiple times the month of September with no answer, I finally talked to someone who told me it was supply chain issues and again they would call me to reschedule. The 1-800 # is the same issue they don't answer the phone, I finally got through to the customer service # listed on the BBB website. The woman there said the store would call me back, of course no one called back. I called the 1-800 # again and spoke to ****** who made an appointment to have my car fixed on 10/14. That am I was called asking what warranty work needed to be done as the tech did not know. He then came out, was here for 30 minutes and called me to tell me the new glass was defective and he could not fix it that day, he left and when I went out to my car he had left the rearview mirror disconnected, I had to call him to have him return a couple of hours later to fix it. He said a manager would call me with the rescheduled date. Of course no manager called, I again called the 1-800# which is the operations center and was rescheduled for 10/20/22. I sat at home all day that day waiting for the repair, at 4:56pm ******* the scheduled technician called me and asked if I had been contacted that morning because the glass for my car never made it in on the truck. Of course I had not been contacted. He then said I would get a call back with a rescheduled date. That date was 10/25/22. At noon that day a technician called me to ask me what warranty work needed to be done on my car. At this point I had had multiple requests to speak to a manager and no one has bothered to call me. I would like a refund given the 2 months of issues I have dealt with.

  

  Business Response

  Date: 11/01/2022

  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 this morning regarding the issues and the poor experience you've had with us . 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 and I will response as soon as possible.

  Sincerely, 

  *******

  Customer Answer

  Date: 11/04/2022

  [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 heard from Safelite and been told this has been escalated to their upper management but no refund has been issued. I followed up again today 11/4/22 and was told they are still awaiting a response from upper management. 
  
  
  
  Regards,
  
  
  
  ****** *****

  

  Business Response

  Date: 11/17/2022

  ******, 

   

  Hello we resolved everything for the customer on 11/11/2022. We did mail a check over night to them for the requested amount of $531.96 on 11/11/2022. Please let us know if we can help further. 

   

  Thanks

  ****** 

  ************** 

• Initial Complaint

  Date:10/28/2022

  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.

  Got my windshield on my 2019 Rav4 replaced at the Westbury location in May 2022 and noticed the automatic rain sensor wasn't working a few days after leaving the lot. I informed the manager, *****, and he ordered the part to be repaired in late June 2022. I waited for several hours, constantly being told "we do not know what is going on, we have to recalibrate the car," "the recalibration isn't working, we have to contact the dealer," "all the lights on your dashboard are lit up and you have to go to the dealer." *****, the manager, assured me that he will cover the expenses at the dealer and the car was safe to drive. The safety features were not working. The car also didnt feel right while driving. All the lights on the dashboard were on.
  I went to my Toyota dealer where I was told the fuse is blown and they will have to take apart my car to assess the issue, and possibly replace the harness. ***** then refused to take responsibility and says the problem was a pre-existing issue. **** (another manager) called me rude over e-mail. I never even spoke to her.
  Toyota figured out the issue: the windshield that Westbury Safelite put on my car was not the correct windsheid for the car model and was installed incorrectly. When Safelite installed the windsheild the technician moved my car's fuse box to make the windsheild fit (causing the "pre-existing issues"). The windsheild that Safelite installed was not compatible with a rain sensor. The expenses were sorted by my insurance company, but I want to receive compensation for the rental car expenses.
  Safelite put my safety at risk and management at Westbury Safelite failed to take responsibility or apologize for their negligence. I want to warn other customers.

  

  Business Response

  Date: 10/28/2022

  Dear Ms. ***** ,

  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 assigned to your case. Since reviewing your complaint, and I would be more than happy to assist you in getting this rectified. I did give you a call and we spoke, I am going to do some investigating and as well In the meantime, I will be escalating this issue above the manager you spoke regarding issues. Please let me know which form of communication is more convenient for you. 

  Sincerely, 

  *******

  Customer Answer

  Date: 11/02/2022

  Better Business Bureau:
  
  
  
  I accept the business's response to resolve this complaint. Thank you for taking the time to look into the matter. Communication through e-mail works well with me.

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

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

• Initial Complaint

  Date:10/27/2022

  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.

  Drove over an hour and half to be available within the service area; the worker went home because a storm was coming- taking the windshield with him. Was then told to bring the car to downtown Nashville in the middle of a bad storm (another 35-45 minutes of driving), when I arrived they took the car back into the shop then came out to tell me that “oops, they didn’t have the seal in stock and the windshield they had was scratched”. So I rescheduled and drive over two hours home in bad weather, bringing the car back to the original location today for the windshield to be replaced while my daughter was in surgery. I arrive back after her surgery and they replaced it with the scratched windshield they originally had in the shop. When I called I was basically told too bad, they can replace it on the warranty, when I asked about a discount I was told I already had one (which I applied myself), and they could not offer anything else except wipers, and then told me they were worth $65, when I have purchased them at Walmart for $14.99. In the meantime, I’ve had over 5 hours of my time (I’m a special education teacher) spent trying to accommodate and be flexible to be told they are the ones doing me a favor. I’m also having to drive again to meet the person for the warranty appointment and I’m meeting him close to his home location to be told they normally don’t do that. Absolute most horrid service I’ve ever had, my time and safety having been compromised on more than one occasion at this point.

  

  Business Response

  Date: 10/28/2022

  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 able to assist with getting you a goodwill check for the inconvenience of this which we do apologize deeply for , I can do a goodwill check to you for $60 as well to make up for this issue. If you could confirm a good address I can get this processed and set up for you. Please reach out via phone 1-800-638-8958 or email directly if you have further questions. 

  Sincerely, *******

• Initial Complaint

  Date:10/26/2022

  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 Auto Glass to come out to my place of employment (GA DOL) to change out my windshield, which has been cracked and is now past the state legal limit. The initial appointment was scheduled for Tuesday, October 25, however, they have continued to push the appointment back because the body shop has advised that they do not have the correct windshield and that they assume that it would be available to them Monday, October 31, however, that is not a guarantee. During this time, I have attempted to contact Safelite to see if the repair can be done at another location, but they continue to hang up on me and not return phone calls. I have attempted to call the corporate office, but no one will answer the call. I am expected to pay over $500.00 for this to be done, but what happens if/when I get pulled over for the windshield? Would Safelite be responsible for that?

  

  Business Response

  Date: 10/27/2022

  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

  BBB called the consumer using an automated calling system.  The consumer replied with a text message  with the number 1 indicating that their complaint was resolved and could be closed - see below for details:

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

  ****** , Chris ********

  Safelite Auto Glass, Inc.

  Nov 7, 2022 11:46 AM

  
  

• Initial Complaint

  Date:10/25/2022

  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 need my Windshield replaced. Called Progressive, they referred me to Safelite. Made an appointment Monday for a mobile repair to my home on Tuesday between 12-5. Got called four times on Monday to confirm my appointment. Each time I said Yes please come tomorrow. Monday morning 830a Safelite tech calls to ask if I am aware of the $50 deductible and that he will arrive today between 1-3p. Great thanks!! 1pm rolls around...then 2 then 3 then 4. By 445 I call Safelite to ask what is going on. All 4 numbers they call me from the call just...drops won't go through. Go online and look up the number for the ************ location number I called on Monday. The call drops. Ask a friend to call the number, he said it rang fine for him. It appears they blocked me!! 5pm came and went and heard nothing after waiting for them for 4 hours. It is now 8p I never heard from Safelite.

  

  Business Response

  Date: 10/27/2022

  Hello,
  
  Thank you for contacting our office. I’m sorry about this and the technician not showing. Our records show that your appointment was rescheduled for Service Type: In Shop 10/27/2022
  9:00 AM at the address  **** S ************ AVE LANSING, MI 48911 . 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 1800-638-8958.

  Thanks,
  *******

• Initial Complaint

  Date:10/25/2022

  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.

  Last week Safelite came and fixed the back window of my vehicle. In the process the back hatch was broken. The hatch was working before and the technician opened and closed it numerous times when completing the window repair. The technician said it was his fault and to call Safelite or my insurance company. I called Allstate. Safelite then reached out to me and sent someone today to fix the back hatch. I was told a warranty specialist would be coming to fix the door. The technician came today, but was unable to fix the hatch and told my wife to call ***** at Safelite. I called *****. He told me his technician would never say it was his fault because he gave him the excuse. ***** said whatever happened to the door was our fault and I would need to take it to a body shop. ***** was very rude and definitely should not be dealing with customers. All I am asking is for Safelite to fix the issue they caused. They guarantee their work, but are now saying its just for the window and not the damage they caused.

  

  Business Response

  Date: 10/25/2022

  Hello,
  
  We appreciate you taking the time to reach out to us with
  your concern, I’m very
  sorry to hear about this. Our National Lifetime Warranty covers manufacturing
  defects and workmanship for as long as you own or lease the vehicle. You’re
  welcome to schedule a warranty appointment at www.mysafelite.com or please feel
  free to contact Customer Care at ************.