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:10/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used the location in Joplin, MO. to replace my car windshield. We took it in on Friday at 9 a.m. We had an appointment. They said it was going to be a 1.5 -2 hour wait. There were two cars ahead of us. We had driven 60 miles (took about 1 hour and 15 minutes to get there due to traffic). We had no choice but to wait. The entire job took from 9 to about 1 p.m. They told us they couldn't give us any compensation for our long wait because it was an insurance claim. There was a bubble imperfection in the window that we noticed on our way home. They told us that they would have to replace the entire window. I went back today to have the second window put in. The window they sent had a primer glue on it and the glue they had to activate the primer glue wouldn't work. Now I have to make a third trip to have the window replaced. They advertise that they will come to you, but it is only a 30 mile radius. We want them to come to us to put the third window in.

  

  Business Response

  Date: 10/24/2022

  Hello,
  
  
  Thank you for contacting our office. I’m sorry for this experience. Our records show that your appointment is scheduled for IN SHOP: 10/28/2022 1:00 PM. Please feel free to contact us if this information is not correct or if you need further assistance. Please contact us by email or by phone at 800-638-8958. 
  
  

• Initial Complaint

  Date:10/20/2022

  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.

  My boyfriend had his back window in his truck replaced by the safe-lite in west Virginia in October of 2021. The tech was on his phone the majority of the time and seemed to be in a rush. We noticed a leak in said window on August 15th 2021. Immediately called the insurance company, because that's who dealt with safe-lite to get it replaced. Got the runaround. Had to call back 6 times. The new tech comes out one week and 2 days after we get it set up for him to do a leak test. He confirmed it's leaking. No one from safe lite contacted us Immediately about the damage. The truck wouldn't start, because the water leaked onto an Amplifier that was connected with a hot wire to the battery. The Amp shorted out and backfed into the battery, and anything else connected to the battery. We were told by several mechanics we were lucky the truck didn't burn down. We got the insurance company to have it towed in and checked out because it was our only vehicle. We couldn't wait for someone that was seemingly never going to contact us to fix their mistake. The truck ended up being totalled. Someone from their customer care finally contacted us around a month into the process asking for pictures of the damaged stereo equipment. During the email exchange I mentioned to them about the insurance telling us the truck was totalled. They Immediately shut down any intention of replacing anything and said that was up to the insurance. I had assumed the two companies were in communication with eachother but they acted like I was claiming the same damage and trying to commit fraud. Insurance only paid for the totalled truck not the stereo equipment and tools. The manager asked us to call him and we did and he tried to alledge there was previous water damage to the truck and that his first tech told him there was mold on the seats which was an outright lie. He also said "almost two years ago" when it had been less than a year. Said he needed to get more info and would call back. Never did.

  

  Business Response

  Date: 10/21/2022

  Hello,

  This is ******* who spoke with you this morning regarding issues with leak. 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 and seeing what I can figure out and reach back out to you ! Thank you for your patience and you have a great day!

   

  Thanks,

  *******
  
  

  
  

  Customer Answer

  Date: 10/22/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 18290919
  
  
  
  I am rejecting this response because: they are not trying to make it right. Trying to put off their own mistake on the insurance company. The leak caused the damage PLUS totalled the truck. I don't think them paying to replace only the stereo equipment and tools is too much to ask, considering they could (and honestly in my opinion SHOULD) have been responsible for the whole entire vehicle. 
  
  
  
  Regards,
  
  
  
  ****** ******

  

  Business Response

  Date: 10/27/2022

   
   
  
  
  
  
  October 27, 2022  
  
  ****** ******
  
  Safelite Number: 90494 Case # ********
  
  To Whom It May Concern: 
   
  Regarding the above referenced work order, we are in receipt of the Better Business Bureau Complaint regarding alleged damage to the vehicle in question. This letter is to serve as a denial of liability for the casualty loss claim. We have investigated the claim and have found the warranty is voided. We are not taking responsibility for this loss. If any additional evidence or information can be presented, we will review it and respond appropriately. However, with the facts available now, we must regretfully deny liability for the damage. Please call with any questions you may have or if further information is necessary. Thank you for your cooperation in this matter.  
   
  Sincerely,  
  Safelite Customer care
  1-800-638-8958

• Initial Complaint

  Date:10/20/2022

  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 contacted safelight in early March of this year to have my windshield replaced. They came out multiple times with the wrong windshield. They said there was a mixup in the warehouse. I called every week to check on the status. Eventually, they told me they would call when they got in straighten out. 2 months go by and nobody has called so I call back and the person yes we have your windshield in stock for a while now!!! Then when they do come out the break my antenna. Mistaken happen no big deal. They never followed up and I had to call the office to check on the status 2x. They finally sent someone out and with the wrong part again. So I called back and they put me on hold and told me the part would be in on Oct 5th and yet nobody has reached out to call me or give me an update. They said they will call hen the product is in. Why do I have to continue to follow up to ensure I have the right product and to have my truck repaired. What kind of customer service is this? It has been nearly 9 months and this service is still not complete.

  

  Business Response

  Date: 10/21/2022

  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: 11/17/2022

  ******, 

   

  Hello we have resolved everything for the customer on 11/15/2022 under warranty and everything is resolved. Please let us know if we can help further. 

   

  Thank you

  ****** 

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

  Customer Answer

  Date: 11/17/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I accept the business's response to resolve this complaint.
  
  
  Regards,
  
  
  
  *** **********

• Initial Complaint

  Date:10/19/2022

  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.

  The beginning of August this year, I took my Subaru Outback to Safelite to replace the front windshield due to a crack. They failed to put the windshield wiper fluid hoses back into place. I was unaware as it was summer. Two weeks later I took this car to the dealer for work, oil change, etc. They called me up and asked if I had a new windshield installed lately and I confirmed I did. They explained about the hoses and asked what to do. We were preparing for a nice road trip so I told them to fix it. They charged me $160 for that work. I immediately reached out Safelite HQ and within a day the local Manager, ***** ********* reached out and asked me to send her the receipts, which I did on August 19th. She asked for my patience and said I’d get either a check or refund on my CC within a couple weeks. It’s been two months with nothing. I’ve called, written and even stopped by their office. I always get the “I’m so sorry but it’s so busy. I’m working on it and will get back to you within the day or by the end of the week”. I’ve heard that now four different times and not once has she gotten back to me. Can you please help me? They don’t seem to care at all.

  

  Business Response

  Date: 10/20/2022

  Hello Mr, ***** ,

  I am ******* and I had spoken with you on behalf of safelite customer care and BBB and I'm so happy we spoke today and I do apologize about the issues here and you can reply back here to me at anytime and I will reach back out to you and also the customer care number is ************* as well. As we spoke on the phone I will give the shop until Monday to see if they have gotten the refund issues and if not we will look into another route on trying to get this refund for you. We appreciate your patience so much!

  Thanks,

  *******

  Customer Answer

  Date: 10/25/2022

  [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:10/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 5th Safelite replaced my windshield in my 2000 Toyota Tacoma. While taking out the windshield my molding was cut. Safelite told me they would repair it. They told me they would be in touch within 1 or 2 days. Never heard from them. Could not get in with them. Went back to Safelite shop in Macon talked to a guy by the name of ****** . He said they would be in touch. Still can't get local shop on the phone. Safelite has still not contacted me yet.

  

  Business Response

  Date: 10/19/2022

  Hello Mr. ****,

   

   

  This is ******* from Safelite customer care on behalf of BBB I spoke with you a few minutes ago regarding issues with trying to get update on molding shop is going to order and I reached out as well and sent a email to shop managers ***** and ****** to see if we can get an update on the molding piece I do apologize and any information I receive I will provide to you.

   

  Thanks,

  *******

• Initial Complaint

  Date:10/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I required a windshield replacement, due to a crack, in May 2022. My insurance company suggested I hire a preferred service provider, Safelite Auto Glass, to complete the replacement. Safelite Auto Glass, Williamsport, Store #305, sent a service technician, ***** *******, to my workplace to replace the windshield while I was working. The service technician had to operate my vehicle, as directed by manufacturer specifications, to calibrate the performance sensors in the windshield. The leather steering wheel was damaged somehow during the time the service technician was in my vehicle. Pictures attached. The damage was immediately reported to Safelite and State Farm, once I completed my shift and inspected my vehicle. A few days later, while encountering rain showers, I used my windshield wipers for the first-time post windshield replacement and immediately noticed a clunking sound. This additional damage was then reported to Safelite and State Farm.
  
  Safelite manager, *****, denied the service technician damaged my vehicle. He agreed to come to a body shop that was working on my vehicle at the time and review the damage I noted. ***** did not inspect the wiper clunking sound I reported. He did view the steering wheel and maintained his denial that the service technician had damaged it. This issue has been ongoing for five months. State Farm has failed to take any action. Safelite District Manager, **** *****, has not responded to any messages which has led me to escalate this issue to BBB for additional assistance.

  

  Business Response

  Date: 10/18/2022

  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 ****************** or please feel free to contact Customer Care at ###-###-####.

  Customer Answer

  Date: 10/27/2022

  My complaint hasnt been resolved yet….. Safelite is still not replying to
  emails or calls.
  
  What do I do now?
  
  ***** *******
  *******************************6

  

  Business Response

  Date: 11/09/2022

  Hello, 
  
  Please see the attached letter, we are respectfully declining this casualty loss claim. We urge you to contact your insurance company for further assistance. Please see the attached letter with formal denial that we also will be submitting to the Better Business Bureau for review. 
  
  Thanks
  ****** 
  ###-###-#### 

  Customer Answer

  Date: 11/09/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 18230436
  
  
  
  I am rejecting this response because: 
  
  It was a mint condition Supra. The installer damaged my steering wheel and wiper system. I am not the only vehicle they have damaged in similar ways. Im rejecting the response, because they have not and apparently will not repair my vehicle. And now apparently the warranty on the windshield is voided according to them. This has been an ongoing battle since May 2022. 
  
  Regards,
  
  
  
  ***** *******

• Initial Complaint

  Date:10/18/2022

  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.

  Thru USAA, I scheduled an appointment to have a tiny chip in my windshield repaired. The technician stated that that repair process could turn the chip into a larger crack, but did not state that we would be responsible for the cost of replacing the windshield if the repair were to fail. The repair did in fact fail, and changed the issue from a small dime/nickel sized chip into a 3/4 foot long curving crack that goes across the windshield.The technician and I then made arrangements to schedule a replacement for the windshield. He still never mentioned that we would be responsible for the replacement.The local Safelite office called to confirm the appointment, which was when I found out that we would be responsible for the $900+ windshield replacement. I immediately cancelled the appointment and have been trying to reach a solution with Safelite, but no success.

  

  Business Response

  Date: 10/18/2022

  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: 10/19/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 18238672
  
  
  
  I am rejecting this response because: Safelite did not offer to makes things right, just simply repeated that the windshield could be replaced, but would have to be paid for and cited that the technician told me it was possible. This is true, but at no point in time did he mention that it would be my responsibility if the repair failed and that the replacement would be over $900. Had I been notified properly (failure of their training), I likely wouldn’t have gone forward with the repair as the chip was very small and out of the way.

  My expectation of Safelite is that they replace my windshield.

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

  

  Business Response

  Date: 10/24/2022

  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 ###-###-#### and since tech did advise that if it fails you guys would be responsible for this so there is anything we can do I do apologize.

   

  Thanks,
  *******

  Customer Answer

  Date: 10/25/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 18238672
  
  
  
  I am rejecting this response because: see previous rejection responses
  
  
  
  Regards,
  
  
  
  ******* ******

• Initial Complaint

  Date:10/17/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a break in. Took my car for a rear glass replacement. Called multiple times to assure the glass was the correct one for my specific car(special edition) assured multiple times it was. They installed a different glass. Four days later it rained for 3 days all the water got into my trunk. They claimed there was no leak. I later realized the glass was never set into the seam, it was pasted/glued on top of my rear lights.

  

  Business Response

  Date: 10/19/2022

  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. I do see there is a warranty appointment set up for 10/21/2022 at 4 PM but if you have any questions you can respond back to this email or call us at 1800-638-8958 and we would be more than happy to assist you!
  
  Thanks,
  *******

• Initial Complaint

  Date:10/17/2022

  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.

  In May 2022, I contacted Safelite to replace my vehicle's windshield. They brought me into their store on May 24 for my replacement, then told me that the part had not yet arrived and they would call me in a few weeks. Despite my regularly contacting their help line for updates (during which the rep promises to reach out to the store for an update, but nothing happens), they still have not replaced my windshield. As a result of one of my calls to customer service, I was copied on an email allegedly to the local store asking for an update. Not only did I not receive an update, they actually blocked my email address.

  

  Business Response

  Date: 10/19/2022

  Hello Mrs. ******,

   

  We spoke today I'm just responding back letting you know I am working this case for you and have sent information over to managers and district manager to see what we can figure out for you regarding getting replacement done we appreciate your patience with us and will be checking in with tomorrow to see if we can get any updates.

   

  Thanks,

  *******

• Initial Complaint

  Date:10/15/2022

  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.

  On October 24, 2022 I had a back hatch window in my 2014 Jeep Cherokee. Upon my final inspection, I noticed the technician had damaged a piece of my car. When asked about it, the technician said "oh yea, I was going to tell you about that." This should have been the first thing I was told before the final inspection began. Additionally, the work completed was extremely shoddy and I had to tell the technician several times to clean off tape and glue debris he had left in the window. The technician also left glass scattered all around where the work was completed, which I had to clean up.

  

  Business Response

  Date: 10/17/2022

  Hello,
  
  Thank you for contacting our office. I’m sorry for the delay in responding to your request. Our records show that your Appointment: 10/17/2022 9:00 AM - 3:00 PM 
  Service Type: 
  Mobile
  Service Location: 
  *** **** ** **
   ******** ** ***** 
   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 800-638-8958. 

  Customer Answer

  Date: 10/17/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I accept the business's response to resolve this complaint.
  
  
  Regards,
  
  
  
  ***** ******