Business Profile

Windshield Repair

Safelite Auto Glass, Inc.

Complaints

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

Customer Complaints Summary

1,917 total complaints in the last 3 years.
700 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:09/14/2022
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 scheduled an appointment on 6/4/22 at 7am at 1680 Evans St, San Francisco, to replace my passenger's side window - it was broken into. I showed up, was not ready to receive clients, manager said they didn't have glass or phones. Left and rescheduled

Car door was damaged during glass install - approximately $3500.00 in damages. **** ************ service tech came to fix but wasn't prepared, I emailed **** ******* at *************************, no response after 3 emails. I am asking for a complete refund and a penalty be levied on them.
Business Response
Date: 09/15/2022
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: 10/25/2022
[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: the Corp offices of Safelite and Angela and any of the others she said she escalated this to have not followed up anything they said they would. This is ****** (shop managers response) on 10/4/22;
Hi ******,
I just wanted to update you on where we are in the process. **** sent me the estimate and pictures to complete the necessary paperwork yesterday. I have submitted the paperwork. I should have a response next week sometime if they need any additional information. I don't anticipate they will. Were you still wanting us to send you a check for the estimated amount or would you like us to pay the body shop directly? ( I asked a check be sent)

Regards,

****** *******
Business Response
Date: 10/27/2022
check was sent on 10/26/2022 9:44 AM

For $2,230.36

Confirmation #
*************

Please let us know if we can help further.

Thanks
******
Initial Complaint
Date:09/14/2022
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 had my windshield replaced in April. I woke up 3 days ago and there was a crack that started at the edge of the glass. I scheduled a warranty repair appointment and the tech came out. He looked at the crack and tried to imply it was caused by a rock. He then went on to say it’s not a rock mark (there is no rock mark) but it was cause I used window repair gel on it. I don’t know how to use that stuff and never knew I could do that. But he went on to say he can’t do it under warranty and I’ll have to pay out of pocket. He just made all this up just so he didn’t have to work. The whole time he was complaining it’s to hot out and he’d rather be home. They need to honor their warranty as none of what he said is true.
Business Response
Date: 09/15/2022
Hello,

Thank you for contacting our office. I’m sorry to hear about your glass damage. Our National Lifetime Warranty covers manufacturing defects and workmanship for as long as you own or lease the vehicle. It does not cover new damage caused by objects hitting the windshield. If you would like pricing for a windshield repair or replacement, please contact us at 800-638-8958.
Customer Answer
Date: 09/16/2022
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 18027186

I am rejecting this response because:

Regards,

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

they are making no attempt to resolve my problem. I called them up and said they listen to what there tech said. The tech lied as I never used any kind of glass repair on my windshield. I want them to honor their warranty and replace my windshield.
Business Response
Date: 09/21/2022
Hello BBB

Please see responses to this customer and close complaint as business has given this same response and information several times. There was new damage to the customer's windshield which voids our warranty. We have asked for them to please reach out to their insurance company.

Thank you
******
****** ****** | Customer Care Representative
7400 Safelite Way | Columbus , OH
43235
Initial Complaint
Date:09/14/2022
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 my window replaced about a year and a half ago. A month after my rain censor stopped working. I took it back and they worked on it and showed me it was working. A couple of months later it stopped working again. Took it back and they glued it. Two months later it stopped working again. Took it back and they glued it again. Now it works sometimes when it rains, sometimes on a clear day and sometimes when I touch my mirror. I would like to have it fixed the right way.
Business Response
Date: 09/14/2022
Hello,

We are sorry for this trouble per our conversation we have set the warranty appointment for 9/16. I have also escalated this to the Store manager ******. Please call 1-800-638-8958 if you have further questions.

Thank you
******
Customer Answer
Date: 09/16/2022
[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:09/14/2022
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.
date. of transaction.: 08/05/2022 warranty work for problems with the door. 08/10/2022
Amount: paid $422.82
window glass replacement
door wouldn't open after window replacement, scheduled warranty work for 8/10/2022 at that time tech. **** i formed me door clip was broken and that the shop would order a new door panel as its all in one, called a shop a couple hours later to follow up spoke with ******* she had no knowledge of what happened and was going to talk to the asst shop manager. made numerous calls to customer service where is notes there was no ETA on the panel. called 8/15/2022, Aug. 16,2022 spoke to ****** same answer., called shop on Aug. 18th still no eta, Aug. 18,2022 asst. poli called asked to bring to see if they can temporarily fix door to open, dropped car off 8/19/2022 9am to picked up at 11am door opened, was told to wait for call when to do panel, called back sept 12, 2022 spoke to shop manager Casey was told he nothing in the system about my car panel and that he would follow up with asst poli, called back 09/14/2022 after no return call, now told waiting on schematics for door, keep being told different things want my car back to how they first worked on it damage to door panel and door panel trim. only has car a month after purchasing it when driver's window got shattered. I'm really upset and mad at this company as i paid $422.82 for the damage done.

order number ************ phone number ************
Business Response
Date: 09/14/2022
Hello,

We are very sorry for this experience you've had with us. I am one of the Customer Care Agents that was assigned to your case. Since reviewing your complaint, I will be escalating this issue to upper-level management and ask that they reach out to you right away. Please reach out via phone 1-800-638-8958 or email directly if you have further questions.

Sincerely,
******
Business Response
Date: 10/28/2022
Hello,

The parts are on order and they are pending, due to the trouble we would like to offer a $150 check for customer delight. Please confirm that we can send this to: ****** *****
*** ****** ***
******** ** *****

Thank you
******
1-800-638-8958
Customer Answer
Date: 10/28/2022
[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:09/13/2022
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 Safelite to replace my windshield of my BMW in June 2021 and during the replacement they broke the clips that hold the front camera that is used for driver assistance system. The technician didn't mention this to me during the replacement of windshield but just "fixed" the clips by adding some duct tapes and wood pieces onto the front camera area. Recently the driver assistance system is not working anymore(probably due to the position change of the duct tape and wood pieces) and I brought the car to BMW dealer today and that's how I found out the duct tape and the wood pieces "fix" by surprise. This is not the right way to fix the issue, not to mention this has fire hazard since the front camera area can get really hot during summer. I would like Safelite to replace the broken part with a new one and calibrate the front camera to make sure the driver assistance system works properly.

video for showing the duct tape and wood piece in the camera area: https://asr.autonation.com/52aaf6e0wr
Business Response
Date: 09/14/2022
Task Status: Scheduled
Appointment: 9/16/2022
12:00 PM - 5:00 PM
Service Type: Mobile
Service Location: 17228 NE 113TH CT
REDMOND, WA 98052
Hello,

We are sorry to hear this and apologize for the inconvenience. We have a warranty that covers workmanship and there is a warranty appointment set for you, see the details above. If you are needing further assistance please call 1-800-638-8958.

Thank you
******
Initial Complaint
Date:09/13/2022
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.
So I went to the Business (safelite autoglass) concord ca after scheduling an appointment to drop my car Off August 29 At 9:00 AM to get windshield repair. ask the guy behind the counter If my windshield was going to be replaced with OEM he looked at paperwork and said yes it’s a OEM replacement. I did then got a phone call at 4:30 PM to tell me they were just now starting my car and it was going to be replaced with aftermarket windshield. Told the lady on the phone no that’s not correct she told me to hold on and she would call me right back she never called me back. I then Uber back to the store to find no work done to my car was told there was a mixup in my windshield and that I was going to have to reschedule my appointment. The store manager ****** ***** informed me that they were going to reschedule my appointment for Friday at my Hometown store in Santa Rosa and they were going to cover my $100 deductible because of their mistakes.
. That Friday would have been the second September 2.
I then called my store to make sure my appointment was at first Friday the second to drop my car off and they informed me that my appointment wasn’t scheduled until the 16th which I was not informed of. They then proceeded to tell me the reason why my appointment was scheduled until the 16th was because my glass was on back order from the factory. Which in fact was another lie that they told me. I then reach out to the management from the Concord Store and get very little replies back until two weeks later where they proceed to tell me because they did not do the work they are not responsible for their hundred dollar deductible that they had promised for wasting my time gas and day off heading down there and not getting the work completed .
Business Response
Date: 09/13/2022
Hello,

I am so sorry to hear about the inconvenience, I can only imagine how frustrating this must’ve been. We never like to hear that we have let down a customer and regret that this has happened but we appreciate you taking the time to let us know about your experience. I will make sure to pass this along to our team so this does not happen again. I will also be sending you a customer/ good will check for $100 to the address we confirmed If there is anything further we can do we can be reached at 800-638-8958. Thank you,
******
Customer Answer
Date: 09/13/2022
[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:09/13/2022
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.
9/6 I booked a windshield replacement for 9/7. The first technician ****** was great, he did discover the replacement windshield he brought was scratched and that would require rescheduling for the next day. I received an appt for 9/8 8-5 & at 3PM I received a call that there was a mistake and i had never been put on the schedule and that a tech would come out on Friday 9/9. I work from home most of the time so normally this isn't a problem but I didn't want to drive the vehicle at all with the windshield in the condition it was in. The tech ******* did a good job with the replacement on Friday. I received a voicemail on Saturday 9/10 from a ***** 330-715-9771 telling me that there was some issue with my payment and i needed to call and give him my info to run the payment again. I ignored the message as i can see the payment went through on my discover card without issue. This morning 9/13 i discovered that my EZ pass with cover was taken with the old windshield. I called and spoke with Chris 330-372-4198 and she advised that it was likely already recycled but that she would look into it. Also that the tech ******* was off today. I work in Streetsboro so when i do go in 2-3 times a week it is a major inconvenience to not have an EZ Pass. I went on the website to chat and I was connected with a Rep named ****, **** could not be less interested in my concerns as you can see in the attached transcript. He simply passed me off to an 800# and when I told him that i had spoken with someone at the local number he ended the chat abruptly. I am not sure why there would be a chat line if they don't actually want to help the customer. I realize things happen but so many back to back issues and with not even an apology I at this point would just like to be reimbursed for my time, my EZ Pass and my cover. I had to file a claim to use safelite rather than use a local company because i thought it would be super convenient. I feel that now this couldn't be further from the truth.
Business Response
Date: 09/13/2022
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 1-800-638-8958 or email directly if you have further questions.

Sincerely,
******
Business Response
Date: 10/28/2022
Hello--- Please see email chain below with the customer we sent them a $250 courtesy check. Please let us know if we can help further thanks-

Email Chain:
Okay great thanks we will get this processed please allow 7-10 business days for mailing.

Thanks
******

--------------- Original Message ---------------
From: ****** *** [*******************]
Sent: 9/13/2022 3:48 PM
To: [email protected]
Subject: Re: Case 16138010

Hello,

Thank you for getting back to me. I wish to request $250 a 50% refund of the amount i had to pay which was $500.00.

My address is **** ******** ***** ********* **** *****

On Tuesday, September 13, 2022 at 10:45:41 AM EDT, EST - Customer Care <[email protected]> wrote:

Hello,

Please advise the total that you are requesting in a refund as well as your mailing address for payment.

Thanks
******

--------------- Original Message ---------------
From: EST - Customer Care [[email protected]]
Sent: 9/13/2022 10:44 AM
To: *******************
Subject: Case 16138010

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 1-800-638-8958 or email directly if you have further questions.

Sincerely,
******
Initial Complaint
Date:09/12/2022
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.
Hello. I pre-paid a total of $217 to Safelite online for a windshield repair. On the day of service, the local vendor called and cancelled my appointment. I received a cancellation email stating I would receive a refund MINUS cancellation fees, which is not fair. Then I never received my refund. I’ve called and spoken with representatives FOUR times. They say it’s coming, but it’s been 2 weeks already. I want a refund plus I don’t deserve to pay cancellation fees because THEY cancelled my service. Thank you. **** *******
Business Response
Date: 09/12/2022
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 research this and have attached the receipt showing the refund Please reach out via phone 1-800-638-8958 or email directly if you have further concerns.

Sincerely,
******
Customer Answer
Date: 09/13/2022
[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.

THANK YOU for your help.

Regards,

**** *******
Initial Complaint
Date:09/12/2022
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 September 12, 2022 I had an 11:00 appointment with Safelite. I checked in at 10:40 and was told it would be ready for pickup in two hours. I returned 2 hours and 20 minutes later and my car was still waiting for service. When I approached the front desk I was told I could wait another two hours (at least) or reschedule. There is no guarantee that the work would be complete in the newly agreed time frame and this does not allow for a trusted relationship between the customer and business. Customers must take time off of work or pay for taxis to and from work. The maintenance schedule and service attitude is prohibitive to the average worker. Plan for your vehicle to be started over two hours after your appointment and make contingencies to get to other scheduled events and work hours after you expect to receive your repaired vehicle back.
Business Response
Date: 09/12/2022
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 1-800-638-8958 or email directly if you have further questions.

Sincerely,
******
Customer Answer
Date: 09/20/2022
[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: 09/20/2022
Thank you, Please let us know if we can help further.

Thanks
******
Initial Complaint
Date:09/10/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My windshield was never sealed properly. I will attach pictures to show you what I mean.
Business Response
Date: 09/12/2022
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.

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Safelite Auto Glass, Inc. is BBB Accredited.