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.

  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:04/29/2025

  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.

  So I went to go replace my windshield at Safelite and and broke my rear view mirror and theyre refusing to replace my rear view mirror claiming it didnt work at all I received a called from a tech said that when replacing my windshield the rear view mirror a wire came off , I told them no worries as long as you guys fix it and I received a text message saying it works ,later on that day I went to pick up my vehicle and seen that my rear view mirror wasnt working told them about it and they offer me a refund or get 3 quotes from dealership (all I wanted was it to be fix) went back 2 days later with the 3 quotes and now theyre are refusing to do anything they dont want to fix it or refund me

  

  Business Response

  Date: 04/30/2025

  Good Morning,
  
  Thank you for bringing this to my attention. I am one of the ************* Agents that has been assigned to your case. I have reviewed the complaint and work order, and I understand that there are concerns with the damage to the rear view mirror from the service. I escalated this to our upper management team, to include a Regional Safety and Quality Manager, for further review and assistance. The management team has advised me that this damage was pre-existing, and was discovered by our technician during the service. When the rear view mirror was removed, the technician saw that a cable was separated from the mirror, they stopped the work, and contacted management. A photo of the damage was sent in to the management team to show this was pre-existing, and I have included the photo attached here. Unfortunately, we would not be able to assist further with this, as the damage was pre-existing, and only found during the replacement service. It was not caused by our technician or the replacement service itself. Please let us know if you have any additional information regarding the mirror concerns, and if there may be anything further we could assist with. Thank you.
  
  Dakota G
  ************* Representative

• Initial Complaint

  Date:04/29/2025

  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.

  In February, we called safelite to fix my sons back window. They charged my card, but when they came out.. never cleaned the old broken window out of the track, installed a heavily scratched and non working rear window. When asked if they could come fix their job they stopped responding to him, We called and we're told we couldn't talk to a manager, and there was no supervisor but that someone would call us back within 24hrs. At this point, I want a refund so I can pay someone else to come to thw job properly and my son can be safe driving his car. My son is in **, I am in **. It's important he is in a safe vehicle.

  

  Business Response

  Date: 04/29/2025

  Good afternoon,
  
  
  I hope this email finds you well, per our phone conversation I'm reaching out regarding the BBB claim that was submitted recently. I am truly sorry to hear of your experiences with us thus far! I have sent the details of the Work Order and the claim to the **************** team and am currently awaiting a response. I will send you updates as soon as I receive them! In the meantime, if you have any additional questions or concerns, please feel free to reach me directly via this email string. You can also call our ************* Team at ************, we are open Monday through Friday from 8am to 7pm EST. 
  
  
  
  Thank you for your time,
  ****** **** | ************* Representative
  7400 Safelite Way | ********, OH 43235
  *******************************************************************************

  Customer Answer

  Date: 05/09/2025

  Safe lite main office called to ask what the issue was, took my information and was supposed to get back to me. They have not, once again. $1300 for a back windshield that wasn't installed properly, and not functional. If this doesn't get handled. I will also be canceling my BBB. Account that I have had for over 6years. 

• Initial Complaint

  Date:04/29/2025

  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 them replace a windshield that had a small chip in it. The first time they came out, the tech removed the windshield *** and tried to cover it up by claiming he forgot to cut a "window" to display the **** A week later a different tech came out to do the cutout and I learned that the original tech tried to use the windshield glue to reattach the **** and when placing the windshield, put the glue in the wrong place, causing the *** to get the glue on top of the *** so it stick to the windshield when the second tech removed the windshield to cut the display window. The shop refuses to offer any assistance with this problem other than free windshield wipers. They expect me to drive over an hour to a specific DMV in *****, wait however long it takes for my turn in line and to correct the issue, all at my cost. They are not willing to do anything to compensate for the damage caused by their tech. I don't feel comfortable driving this vehicle and tried to sell it. No one wants to buy the vehicle with the windshield *** missing, so I have no option other than to scrap my 2010 Chrysler ***************

  

  Business Response

  Date: 04/30/2025

  Good Afternoon,
  
  Thank you for bringing this to my attention. I am one of the ************* Agents that has been assigned to your case. I have reviewed the complaint and work order, and I do understand that at your initial replacement service, the windshield was installed improperly. This caused the *** plate to be covered, and not viewable. A warranty service was not able to correct this, and the shop has been unwilling to assist in resolving this for you. They have also advised you would need to go to a specific ********** to get this corrected as well. I do sincerely apologize for this, and this has been escalated to our upper management team for additional review and assistance. I will be continuing to monitor this case until a resolution has been reached. I will also be sure to pass along any updates and information I receive regarding this as well. Please let me know if there may be anything further we could assist with. Feel free to reply directly to this email, or give us a call in the ************* department at ************. Thank you and have a great day!
  
  Dakota G
  ************* Representative

  Customer Answer

  Date: 04/30/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23262046
  
  I am rejecting this response because: 
  This did not offer any solution other than customer care monitoring the situation, which should have been done from the day I first complaint about the *** being removed.  I want a solution.  I'm tired of paying insurance on a vehicle I won't drive because of the damage done.  The shop already made it clear they will not take responsibility for their failure.  I haven't been able to get a buyer for the van because no one wants to deal with the missing ***.  

  The **************************** urged me to take this matter to court, nut I'm hoping to get it resolved here.
  Regards,
  
  **** ******

  

  Business Response

  Date: 05/01/2025

  Good Afternoon,
  
  I received a respone from our upper management team today regarding the concerns with the *** plate. I have been advised that to have the *** properly taken care of, the registered owner of the vehicle must take the vehicle to the *** compliance office located in *****, **. The Safelite shop would not be able to assist with this, as the register owner is required to do this under Florida state law. In addition to the rain repellant and new windshield wipers the shop has offered to you, Safelite ************* would also be able to offer a ****** check to you to compensate for the inconvenience and the drive time to that required ********** as a courtesy. To proceed with the ****** check, we would just need to confirm the name and mailing address to send this to. Please let us know the best name and address to send this to, and I can get this requested for processing right away. Please also let me know if there may be anything further we could assist with as well. Thank you and have a great day!
  
  Dakota G
  ************* Representative

  Customer Answer

  Date: 05/01/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23262046
  
  I am rejecting this response because: 
  $100 would barely compensate me for mileage, as I explained to the shop manager, I want to be compensated for my time sitting and waiting at the *** plus travel time at a rate of $20 an hour plus mileage, plus whatever fee the *** would charge me.  By purchasing the vehicle from me, the shop would be the registered owner and could recoup their money by finding their own buyer after correcting the *** issue their employee created.  Right now the van is listed for $3000, and im faced with selling it for scrap at $500.  As a compromise with Safelite, I'm willing to sell it to them for $2000, money they should be able to recoup when they sell it.  I'm not asking for  compensation for the stress and anxiety this situation has caused me and the sleepless nights as a result, nor the raised blood glucose levels as a result of the stress.  This has impacted nearly every aspect of my life.  I'm not asking for a lot, just to be made whole from a vehicle Safelite damaged to a point where I won't drive it and no one will buy it.  If it hurts the local shop's bottom line a bit, perhaps they will stress to their techs the importance of using care when working on people's vehicles instead of it being standard practice that techs do damage and no one is held accountable.

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

  

  Business Response

  Date: 05/02/2025

  Good Morning,
  
  Unfortunately, Safelite would not be able to assist in this manner. The management team did advise that the *** would not charge for this service to address the *** plate concern. Safelite would not be able to assist by purchasing the vehicle. To have this addressed, it would need to be taken to the *** compliance office located in *****, ** by the current registered owner. In addition to the rain repellant and new windshield wipers the shop has offered to you, Safelite ************* would also offer a ****** check to you to compensate for the inconvenience. To proceed with the ****** check, we would just need to confirm the name and mailing address to send this to. Thank you.
  
  Dakota G
  ************* Representative

• Initial Complaint

  Date:04/28/2025

  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 shop damaged my car's EyeSight cameras when replacing windshield in Oct, 2024. Neither the shop mgr nor corporate have provided any steps towards resolution.10/11/24: car to Safelite 1:10p rec'd VM stating car ready 1:57p rec'd text stating recalibration wrapping up 2:45p arrived to p/u car; office doors locked; key in car (no comm that that would be the case); EyeSight not calibrated 10/12/24 9:47a called SL to ask about EyeSight not **** no answer 10:16a went to SL; tech states poss defect in glass and reordered/resched 10/16/24: car to SL 10:49a rec'd VM car ready; still unable to re**** suggests dealership ~12:15p went to d'ship; sched appt to recal 10/17/24: @ d'ship; unable to re**** states SL damaged EyeSight cams (cost $4k)10/17/24: called SL cust service; ******* called store as each store manages QA issues; connected to ****; **** states Qual mgr call me 11/08/24 10a: went to SL; let **** know I hadnt heard from Qual mgr; **** stated he emailed **** Qual mgr to call me by 11/11 11/21/24 10:45a texted **** stating still hadnt heard from Qual mgr 10:56a **** replied Qual mgr would be stopping by and would have him contact me 12/03/24 12:31p texted **** stating still hadnt heard from Qual mgr; attached ****** WO 12/27/24: submitted cust service ticket online 04/21/25 11:45a AllState chat gave me number to **************** ************ 12:05p called SL (*****); call length 18:00 and still on hold; as of 25:00 transferred to ******; ****** offered to have **** store mgr call me but I told her I have doc of all comm w/ **** and that he stopped comm as of last Nov. ****** sending *** (district mgr) an email to have him contact me; call back to ************* if I dont hear back from *** today or tmrw 04/22/25 3:59p called SL again *******; sending to Quality mgr and should hear back ***** hrs 04/25/25 10a called SL again *****; will reach out to ******* to advise him to follow back up and re-escalate NLT Tue EOD. I advised I will report to BBB

  

  Business Response

  Date: 04/29/2025

  Hello and Good afternoon!
  
  I am reaching out as I have read over your complaint regarding the camera issues. We are very apologetic this happened and will be helping to find resolve for the matter. I have received the photos you have sent and also from our conversation , you have advised you will send more documents which we greatly appreciated. I have reached out to ***** the Quality manager and we will be speaking about this here shortly. You can also expected the quality manager and shop managers to reach out as they will be assisting us in finding resolve. If you have any questions or concerns we can be reached here or ************. As soon as we have any updates we will reach out. We appreciate you contacting us and will be speaking again with you soon!
  
  Thanks,
  
  Devonta

  Customer Answer

  Date: 04/29/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23260632
  
  I am rejecting this response because: awaiting response from quality manager
  
  Regards,
  
  ***** ****

  

  Business Response

  Date: 04/30/2025

  Hello and Good afternoon!
  

  We are reaching out as we understand you waiting to hear from quality manager. ***** the quality manager has confirmed with me they have reached out to you. They are working on assisting this matter. Through my conversation with ***** he has spoken with you and setup a appointment for this to be looked over. The vehicle will be at the shop first thing in the morning on Wednesday 5/7 for a recalibration reattempt. We look into this an make sure to see what the status and results from that appointment to help provide further resolution. If you have any questions or concerns don't hesitate to reach out as we would love to assist!

  Thanks so much!

  Devonta

  Customer Answer

  Date: 04/30/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23260632
  
  I am rejecting this response because: awaiting outcome of appt

  To clarify, it was **** the store mgr who reached out stating both he and ***** will attempt to recalibrate my car on Weds, 05/07/25. 
  
  Regards,
  
  ***** ****

  

  Business Response

  Date: 05/01/2025

  Hello and Good afternoon!

  We are happy to hear ******* reached out on the matter. We do have this documented and have confirmed with ***** and ******* they will be updating us with the results of that appointment in order to see what else can be done to resolve matter. Once we have the update from them we will be able to provide further assistance. If you have any questions or concerns we can be reached here or ************.

   

  Thanks so much!

  Devonta

  Customer Answer

  Date: 05/05/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23260632
  
  I am rejecting this response because: awaiting Weds, 05/07/25 appointment. Thank you
  
  Regards,
  
  ***** ****

  

  Business Response

  Date: 05/06/2025

  Hello and Good afternoon!

  We understand and will continue to keep watch over this case and appointment you have tomorrow. The managers have as well advised they will be contacting us with an update after the appointment to insure we are able to find proper resolution on this. We look forward to the appointment tomorrow and resolving the matter soon!

  Thanks so much!

  Devonta

  Customer Answer

  Date: 05/09/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23260632
  
  I am rejecting this response because: awaiting appointment at ****** dealership 05/12. 
  
  Regards,
  
  ***** ****

  

  Business Response

  Date: 05/13/2025

  Hello and Good afternoon!
  

  We are reaching out as we have spoken with the shop and ***** and ****. They have advised they have been reaching out to the ****** dealership in order to provide payment. They have left the dealership a few messages. They are waiting tp hear back from them in order to issue payment. If you have anymore questions or concerns we would be more than happy to assist!

  Thanks so much!

  Devonta

  Customer Answer

  Date: 05/14/2025

  [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.  Safelite reached the dealership and provided payment and approval to replace the EyeSight camera.  I was able to pick up my car today from the dealership and all is in working order.  I appreciate the urgency from Safelite after I filed my complaint.  This is now resolved.
  
  Regards,
  
  ***** ****

• Initial Complaint

  Date:04/28/2025

  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.

  Safelite is my insurances preferred vendor. I had to replace my windshield in the fall due to a crack. My windshield wipers were not hooked back on and fell off while driving. So in addition to my $750 deductible for the new windshield, I had to pay $120 for a mechanic to properly hook my wipers on. This was a direct result of the install, which according to Safelite would be covered under their warranty. However, the manager, **** *******, refused to take my calls or return my messages- someone in the office actually called to let me know this was the case. I tried escalating and have been ignored or immediately transferred out of warranty department. At the end of March I got another chip in the new glass. It was filled the next day, but then spidered 2 across my windshield within a week. 2 days after it spidered my glass chipped again. I received a letter in the mail stating my glass is guaranteed for life, but when I speak to Safelite they immediately decline and say its not covered and I have to pay another deductible to get it replaced AGAIN. Nothing in my life or routine has changed. Ive been driving the same road for 12 years and suddenly I get 2 chips within a month on a windshield that Safelite installed. They provide terrible service paired with the lowest quality glass in order to get you to pay more. I didnt even speak with the warranty department for 2mins before she transferred me to someone that can help. It was the sales department. Safelite is running a scam to force customers to pay more out of pocket.

  

  Business Response

  Date: 04/29/2025

  Hello Ms. ****************** style="color: rgb(0, 0, 0); font-family: "Times New Roman"; font-size: medium;">
  I'm so sorry about this issue with your vehicle! I will be following up on BBB ID#-******** so we may reach a resolution. I am reaching out to the District Management and the ************************* Team regarding this issue with installation and the issue with the repair to the vehicle that you are referencing in this BBB complaint. I have informed them of the damage and asked for an update so we may discuss next steps. I should receive a response in 1-2 business days regarding this issue so I may further assist. Once I receive an update on the situation, I will email you with the next steps. In the meantime, please let me know if you have any other questions. Thank you!  
  
  Sincerely, 
  ******* ********

• Initial Complaint

  Date:04/28/2025

  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.

  After our minivans side rear window was shattered, we contacted Safelight on April 9 for a replacement. I was quoted $790. I scheduled their earliest available replacement date for April 17. Meanwhile, I carefully taped up the window to be watertight, with no adhesive on my paint, and still have a functional side and rear hatch door. On April 16, they called and said they hadnt received the part and would have to reschedule. On April 17, I called the ***** number and was told they needed a VIN # to order the part. They had not asked for this info previously, but I gave her the number. On April 21, I called again and was told the part was received and the earliest appointment was April 26a full 3 weeks since I originally received our quote and scheduled the first date. The technician arrived and proceeded to tear out not only the shattered window, but all weather stripping on and around the window. He then realized no weather stripping or other needed parts were included with the replacement window. He called the shop and they said if I drove my van to their shop, they would cover the window opening. I did and they simply taped plastic over the space, not only taping over my paint, but also taping up my sliding door and rear hatch door, making them unusable. They then told me I would have to pay extra for the weather stripping and additional parts ripped out by the technician, which werent included in the quote. The shop told me to call the ***** number, to deal with the issue, but upon calling, I was told to deal with my local shop, but that they would credit my account $150 for the inconvenience. The local shop then told me I would actually be charged more than the quote, and that I would have to talk to their manager who was away on vacation. As of this time, I have no resolution, two doors on my van are unusable, a gaping hole where I had a securely taped up window, and Safelite seems to have no interest in remedying this situation at this time.

  

  Business Response

  Date: 04/29/2025

  Good afternoon,
  
  
  
  I hope this email finds you well, I am reaching out regarding the BBB submission that was entered recently. I'm truly sorry to hear of your experiences with us thus far! Per my voicemail, I will be keeping in touch with you as well as the **************** team to work towards a resolution as soon as possible. I have sent all of the claim details to the **************** and am awaiting a response; I will send you updates as soon as I receive them! If you have any additional questions or concerns, please feel free to reach me directly via this email string. You can also call our ************* team at ************, we are open Monday through Friday from 8am to 7pm EST.
  
  
  
  Thank you for your time,
  ****** **** | ************* Representative
  7400 Safelite Way | ******************
  *******************************************************************************

  Customer Answer

  Date: 05/03/2025

  More Information...The manager, who was very
  cordial, called and said he couldn't find the parts necessary to
  complete the job so I e-mailed him a scanned copy of the parts list I
  had obtained from the local ***** dealership.  He ordered the parts and
  scheduled the first available appointment for the coming Saturday.  The
  window was installed quickly and the technician, also very cordial, told
  me all the *** weatherstripping was installed. Although I could clearly
  see two pieces of weatherstripping, the others are not readily apparent
  but he ran his hand under the glass and verbally stated they were
  there.  I paid the bill and returned home. I then opened the sliding
  door and carefully inspected under the glass to find that the bottom
  rubber strip, part #*****-THR-A01 (Lower molding rubber dam) was not
  installed). I do accept the work they've done, but I cannot in good
  conscience say the work is acceptable since a part was left off. 
  Safelite ************* did give a $150 discount for my
  trouble.  If they can install the part without removing the window, I'd
  be more than happy to accept that.  However, I refuse to pay any
  additional money.  I have texted the shop manager but he may not respond until Monday which is the BBB deadline for me to accept or not accept the work.  Can I get an extension to respond in the hopes that the shop manager fixes the problem in the next few days?
  Regards,

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

  Customer Answer

  Date: 05/05/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23254304
  
  I am rejecting this response because: More Information...The manager, who was very
  cordial, called and said he couldn't find the parts necessary to
  complete the job so I e-mailed him a scanned copy of the parts list I
  had obtained from the local ***** dealership.  He ordered the parts and
  scheduled the first available appointment for the coming Saturday.  The
  window was installed quickly and the technician, also very cordial, told
  me all the *** weatherstripping was installed. Although I could clearly
  see two pieces of weatherstripping, the others are not readily apparent
  but he ran his hand under the glass and verbally stated they were
  there.  I paid the bill and returned home. I then opened the sliding
  door and carefully inspected under the glass to find that the bottom
  rubber strip, part #*****-THR-A01 (Lower molding rubber dam) was not
  installed). I do accept the work they've done, but I cannot in good
  conscience say the work is acceptable since a part was left off. 
  Safelite ************* did give a $150 discount for my
  trouble.  If they can install the part without removing the window, I'd
  be more than happy to accept that.  However, I refuse to pay any
  additional money.  I have texted the shop manager but he may not respond until Monday which is the BBB deadline for me to accept or not accept the work.  Can I get an extension to respond in the hopes that the shop manager fixes the problem in the next few days?
  Regards,
  
  **** *********
  
  Regards,
  
  **** *********

  

  Business Response

  Date: 05/05/2025

  Good afternoon,
  
  

  
  I hope this email finds you well, I am reaching out to inform that I have forwarded the updated information to our **************** team and am currently awaiting a response. I will send you updates as soon as I receive them. In the meantime, if you have any questions or concerns, please feel free to reach me directly via email! I truly appreciate your patience as we work together to come to a resolution.
  
  

  
  Thank you for your time,
  ****** **** | ************* Representative
  *************************** ************************
  *******************************************************************************

  Customer Answer

  Date: 05/12/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23254304
  
  I am rejecting this response because: I e-mailed the manager pictures of the work done and the missing part but it was hard for him to see it via pictures.  I therefore drove to the shop on Monday, 5 May and had him physically inspect the work.  He verified that the bottom piece was not installed and said the entire window would have to be removed in order to install that piece.  He looked in the shop to see if the part was still there because he said he definitely ordered it and didn't know why the technician failed to install it.  He could not find the uninstalled part.  He told me he would order the parts and get back with me.  I confirmed that I would not be charged any additional costs.  On Friday 9 May, I inquired as to the status and he replied that the parts are on order and he is awaiting there arrival.  As such, the issue is not currently resolved but the manager is continuing to work the issue.
  
  Regards,
  
  **** *********

  

  Business Response

  Date: 05/14/2025

  Good afternoon,
  
  
  
  I hope this email finds you well, I am reaching out regarding updates for this claim. Our **************** team is actively working towards a resolution. At this time, we are currently awaiting the arrival of a necessary part and anticipate completing the installation as soon as it becomes available. Please feel free to reach out if you have questions or need additional information!
  
  
  
  Thank you,
  ****** **** | ************* Representative
  *************************** Way | ******************
  *******************************************************************************

  Customer Answer

  Date: 05/21/2025

  The manager of the shop said he had the parts in and I requested the earliest appointment.  He never responded to the request so I've sent another.  No reply yet.

  Customer Answer

  Date: 05/21/2025

  The manager has contacted me and the first available appointment is 28 May at 2 pm.  I will be taking the van back on that day to have the work completed. 
  

  Customer Answer

  Date: 05/28/2025

  I have an appointment scheduled for this afternoon (28 May) at 3:30 PM. I will let you know the results of that appointment. 
  

  Customer Answer

  Date: 05/28/2025

  I have an appointment scheduled for this afternoon (28 May) at 3:30 PM. I will let you know the results of that appointment. 

  Customer Answer

  Date: 05/28/2025

  I have an appointment scheduled for this afternoon (28 May) at 3:30 PM. I will let you know the results of that appointment. 

  Customer Answer

  Date: 05/29/2025

  I went to the shop on 28 May and the technician did not want to risk breaking the window without having a backup on hand.  They decided not to do the work until they could order a second window in case the current window cracked when being removed.  I now have another appointment on 5 June at 1 pm.

  Customer Answer

  Date: 05/29/2025

  I went to the shop on 28 May and the technician did not want to risk breaking the window without having a backup on hand.  They decided not to do the work until they could order a second window in case the current window cracked when being removed.  I now have another appointment on 5 June at 1 pm.

  Customer Answer

  Date: 06/05/2025

  23254304
  Although I had an appointment today at 1 PM, the Safelite shop called and had to cancel because the window did not arrive. They said they would call back when the window is available and try to schedule another appointment.

  Customer Answer

  Date: 06/05/2025

  23254304
  Although I had an appointment today at 1 PM, the Safelite shop called and had to cancel because the window did not arrive. They said they would call back when the window is available and try to schedule another appointment.

  

  Business Response

  Date: 06/05/2025

  Good afternoon, 

  I apologize for the delay in part delivery. I will ensure a follow up from the field management team as soon as the parts are received to discuss rescheduling. Please contact ************* at ************ if you have any further questions or concerns prior to the follow up. 

   

  Thank you,

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

  Customer Answer

  Date: 06/11/2025

  Today, 11 June, the business replaced the window properly with all parts installed. The technicians were very kind and I am satisfied with the work.

  Customer Answer

  Date: 06/12/2025

  Today, 11 June, the business replaced the window properly with all parts installed. The technicians were very kind and I am satisfied with the work.

  Customer Answer

  Date: 06/12/2025

  **** *** <******************************>
  Wed, Jun 11, 9:13 PM (13 hours ago)
  to **********************************************************************************************
  
  To whom it may concern, 
  I had an appointment with Safelight today (11 June) and they replaced the window with all parts included.  They were very cordial and apologized for the mistakes.  
  **** *********
  
  P.S.  The BBB site said I had 7 business days to reply but closed the complaint a day early stating that I had not replied.  However, I had replied on the 5th of June that the appointment was rescheduled due to parts not arriving in time.

• Initial Complaint

  Date:04/27/2025

  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.

  Subject: **** Calibration Issue After Windshield Replacement Dear BBB Team,I am filing a complaint regarding an unresolved issue with Safelite AutoGlass after they replaced the windshield on my 2022 ***** Civic EX.Issue Overview: After the windshield replacement, I noticed that the Collision Mitigation Braking System (CMBS) stopped functioning properly. The system no longer alerts me of potential collisions, and Im unsure if the braking feature is still active, despite no warning lights appearing on the dashboard.Attempts to Resolve: I took my vehicle back to Safelite the following day for recalibration of the **** system. However, despite their efforts, the problem persisted. Safelite advised me to visit my local ***** dealership for further diagnostics. The dealership ran a diagnostic test, which revealed a fault code related to the ***** which was likely caused by the initial calibration error by Safelite. I have attached the diagnostic report and repair receipt from the dealership for reference.Desired Resolution: I am seeking a reimbursement for the diagnostic and repair costs incurred at the dealership, as well as confirmation that the issue with my CMBS has been properly resolved.I appreciate your assistance in facilitating a resolution to this *********** regards,

  

  Business Response

  Date: 04/29/2025

  Hello and Good Afternoon!
  
  I am reaching out as I have read over your complaint and called you this morning due to the complaint. I left a voicemail with our ************. We can be reached here or there for any further information. I do greatly apologize about this matter and will be looking into this case to see what can be done to find resolve. We appreciate the diagnostics for the issue with the recalibration a** that will help us with resolving the issue. Once we have any updates on this matter we will reach out and provide assistance. You may also hear from the shop managers as they will partner with us to help find resolve. We appreciate you contacting us and hope to resolve issues soon!
  
  Thanks so much!
  
  Devonta

  Customer Answer

  Date: 05/09/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23255461
  
  I am rejecting this response because: 
  

   

  Dear BBB,
  
  
  Thank you for the update.
  
  
  I am rejecting the business response because the issue remains unresolved. No reimbursement has been provided for the diagnostic cost at the dealership.
  
  Its important to note that Safelite instructed me to go to ***** for a diagnosis, which I did. I waited more than five hours just to get it diagnosed. After that, I informed Safelite that ***** had found an issue related to the failed recalibration. Safelite had already attempted to calibrate the system twice and failed, yet they sent me to ***** anyway.
  
  
  I was told by the Safelite manager that if ***** found the issue to be caused by the failed recalibration, they would issue a reimbursement. But later they refused, stating I didnt get prior approval before having ***** complete the fixeven though I followed their directions. What made it worse was when the manager suddenly dropped all communication and told me I was on my own. That was unacceptable and extremely frustrating.
  
  
  I am still seeking reimbursement for the out-of-pocket costs I incurred as a result of Safelites failed service and misleading guidance. Until this is addressed, I do not consider the matter resolved.
  
  

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

  

  Business Response

  Date: 05/13/2025

  Hello and Good afternoon!

  We greatly apologize about this matter and that you are still needing resolution. I have been working with the safelite management to see how we can resolve matter. After speaking with ***** the manager he has advised, he was able to speak with the service tech at the dealership, they confirmed that there were indeed no lights on the vehicle when it came in and that is just a generic message they put on the invoice of recalibrations. He was unable to provide ***** with the scan of the vehicle that they did and also unable to provide the proof of recalibration.  Due to this they do not believe that they are at all responsible for reimbursement. They also stand on this stance because they were specific to the customer that he was not to have any work done until he spoke with us and that he was just going to get a diagnostic done. They have a agreed to as a one time courtesy they will offer a goodwill and refund the amount you paid for the recalibration with Safelite to be refunded back to your card on file. With this resolution you will be responsible for the recalibration done at the dealership. The Safelite shop are working on processing the refund and once approved will go back to your card within 3-5 business days. We appreciate your understanding on the matter and please let us know if you have anymore questions or concerns.

  Thanks so much!

  Devonta

  Customer Answer

  Date: 05/14/2025

  [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:
  
  Thank you for the update. I accept the business's response to resolve this complaint. I appreciate you following up and working with Safelite on this. While this isnt the full resolution I was hoping for, Ill accept the refund for the recalibration done at Safelite as a goodwill gesture. Please confirm once the refund has been fully processed. Thanks again for your help,
  
  Regards,
  
  ****** *********

• Initial Complaint

  Date:04/26/2025

  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.

  Safelite "***aired" the windshield in our car. Within a few months the crack grew and required a ***lacement. I called the customer service line and was told by the *** that the windshield would be ***laced under the warranty. When we arrived for the appointment, they hit us with a 500 dollar bill. They stated that the cost of the ***air would be refunded toward the new windshield. That was not what I was told by the ***. This is very disturbing as they have a failed "***air" then charge for a ***lacement. They do a poor job then jack up the price. The windshield should be ***laced for free due to the poor workmanship. Their wareanty is fairly useless and this feels like a scam.

  

  Business Response

  Date: 04/29/2025

  Hello **** ****,

  
  Thank you for contacting our office. Im 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. The technicians provide the disclosure on their phone for the customer to read over. If they agree to the terms and sign it that gives our technicians the right to do the work, at that point you accept any risks. I do assure you we do not purposely crack consumers windshields. If a repair fails it impacts our technicians negatively and would not be of any advantage to them or the company. We do not scam, and this is the correct process for a repair if it fails. 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.
  
  We are investigating and pulling the calls to determine the information provided by the Safelite representative. Please reach out to me via phone at ************** or email directly. 
  
  Sincerely,
  
  ****** ******

  
  

  

  Business Response

  Date: 05/06/2025

  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. Per review of the audio on, April 18, 2025, pricing was not discussed, repair changed to replacement, and appointment scheduled. There was no mention of failed repair being covered under Safelite warranty.
  
  Thank you,
  
  ****** ******

  

  Business Response

  Date: 05/13/2025

  Hello ****************************** the audio results Safelite will be refunding your deductible $500. Please advise us of your preferred method of refund credit card on file (3-5 business days) or check (7-10 business days) return time after submitted. Please confirm mailing address for check refund. We are happy to assist and appreciate you reaching out to Safelite.
  
  Thank you,
  
  ****** ******

• Initial Complaint

  Date:04/26/2025

  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.

  BEWARE!!!!! This company lies about their installation warranty! They are SCAMMERS. Through my car insurance I had my windshield replaced at home, the tech that installed the windshield broke the plastic trimming around the windshield and never informed me. As I was driving in the highway a piece of it came off flying, I called the cometo report the issue and keep getting the national call center. After sending a warranty agent to my house to look at the damage caused by their employee, they stated that they will have it replaced. Its been over a month yet nothing has been repaired, all I get from the call center that they will look into the matter and will escalate the issue to the regional office which is bs. BEWARWRE!!!SCAMMERS!!!

  

  Business Response

  Date: 04/29/2025

  Hello and Good Morning!

  I am reaching out as I am one of the agents assigned to your case. I have read over this matter and greatly apologize about this. I will be looking into this matter for you to help find resolution here as soon as possible! I did call you today to let you know this information and i left a voicemail with our ************ number as well advising we can communicate here if that works best. This morning after reading the complaint I have spoken with the Safelite manager ******* and she has stated they have been working on location the part for you to provide resolve. They have advised that the part is discontinued and that has played a huge role in the resolve of this matter. They have the quality manager this week going out to see if he can locate this part and will be updating us and you with more information soon. If you have again any questions or concerns we can be reached here or ************. We will reach out once we have updates and we appreciate you contacting us!

  Thanks so much!

  Devonta

• Initial Complaint

  Date:04/23/2025

  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 March 15, 2025, I had my windshield replaced by Safelite in *********** (**************************************). Immediately after the installation, I noticed chips in the window tint on both the driver and passenger sidesdamage that wasnt there before. The passenger side was especially bad. Additionally, my dash cam was broken, presumably during removal from the old windshield.I called the next day but couldnt get through, so I tried again Monday and was told to schedule a warranty appointment. A technician arrived days later, confirmed the tint might be repairable, and said hed speak to a manager about the broken dash cam. I never received a follow-up. I called again and eventually got a second appointment scheduled. By then, the process had become frustrating, but I remained patient.After the second appointment, communication stopped again. When I followed up, I was told Safelite wasnt responsible for the tint damage. For the dash cam, I was offered a $50 gift cardfar below its replacement cost. Despite repeated attempts, I never received further calls, texts, or emails. I even asked to speak to or be contacted by the district manager, but received no response. The local manager, *****, was of no help.Then, on April 23, 2025, my rearview mirror detached from the windshield. I went to the location and was told it was a manufacturer defect. However, *** owned three **** and never experienced this beforeit was clear the mirror hadnt been properly reattached during the replacement. I was told Id need another windshield replacement, though there was no clear reason why. From my research, that should only be necessary if the glass was damaged, which it ******** total, the damageincluding tint, dash cam, and mirrorhas exceeded $700, more than I paid for the initial service. The lack of accountability and poor communication has made this one of the worst customer service experiences Ive ever had.

  

  Business Response

  Date: 04/23/2025

  Good evening,
  
  
  I hope this email finds you well, you may have received a voicemail from myself regarding a BBB claim that was submitted recently. I am truly sorry to hear of your experiences with us thus far! Per my message, I will be keeping in touch with you as well as **************** to come to a resolution as soon as possible. I will send you updates promptly as I receive them. In the meantime, if you have any additional questions or concerns, please feel free to reach me directly via email. You can also call our ************* Team at ************, we are open Monday through Friday from 8am-7pm EST. 
  
  
  Thank you for your time,
  ****** **** | ************* Representative
  *************************** Way | ******************
  *******************************************************************************

  Customer Answer

  Date: 04/23/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23241173
  
  I am rejecting this response because: although you have reached out to me we havent come to a conclusion yet, I have talked to multiple of your customer care people, and I will accept the response once all is handled 
  
  Regards,
  
  ***** *****

  

  Business Response

  Date: 04/25/2025

  Good afternoon,
  
  
  I hope this email finds you well, I wanted to advise that the upcoming **************** is scheduled for Saturday, 4/26/2025 at 12:30 in-shop at the ***********, ******** location to discuss further resolution. The rear-view mirror bracket will be fixed at the time of service, and further resolution regarding the dash camera unit and window tint will be discussed. We appreciate your continued patience, and we hope that this appointment can help move things forward in a positive direction. If you have any additional questions or concerns, please feel free to reach me directly by email. You can also call our ************* team at ************, we are open Monday through Friday from 8am to 7pm EST. 
  
  
  
  Thank you for your time,
  ****** **** | ************* Representative
  *************************** Way | ******************
  *******************************************************************************

  Customer Answer

  Date: 04/28/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23241173
  
  I am rejecting this response because: went into the shop as I was told someone would be there to talk about the situation and come to a resolution and of course no one was there. Not the manager or anyone whom I could talk to. Will not be accepting response until I get a call or email and this is actually resolved 
  
  Regards,
  
  ***** *****

  

  Business Response

  Date: 04/29/2025

  Good afternoon, 
  
  
  
  I hope this email finds you well, and I apologize for the delay in my response. I have been in communication with the Store Manager, and she is actively working on a resolution for you. She has advised that she will be reaching out to you in the near future to discuss potential next steps. If you do not hear back from the Store Manager by the end of the business day on Thursday, May 1st, please reach out to me directly via email and I will be happy to assist further. I truly appreciate your patience as we work together toward a resolution.
  
   
  
  Thank you for your time,
  ****** **** | ************* Representative
  *************************** Way | ******************
  *******************************************************************************

  Customer Answer

  Date: 04/30/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23241173
  
  I am rejecting this response because:  no resolution yet
  
  Regards,
  
  ***** *****

  

  Business Response

  Date: 05/02/2025

  Good afternoon,
  
  
  I hope this email finds you well, regarding the claim I have sent the escalation forward to the appropriate team and have also requested our **************** team reach out via phone to discuss further and work toward a resolution. Please don't hesitate to reach out to me directly via email if you have any additional questions or concerns.
  
  
  Thank you for your time,
  ****** **** | ************* Representative
  *************************** ************************
  *******************************************************************************