Complaints

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

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Safelite Auto Glass, Inc. has 648 locations, listed below.

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• 

  Safelite Auto Glass, Inc.

  7400 Safelite Way Columbus, OH 43235-5086

  
• 

  Safelite Auto Glass, Inc.

  903 Linden Ave Zanesville, OH 43701-3049

  
• 

  Safelite Auto Glass, Inc.

  3820 Columbus Lancaster Rd NW Carroll, OH 43112-9720

  
• 

  Safelite Auto Glass, Inc.

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

  
• 

  The J.N. Phillips Company, Inc.

  1248 Route 28A Bourne, MA 02534

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:09/09/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a price quote from August 29 2022 and when I took my vehicle in it wasn't in the system and the representative quoted a higher price. I want the price that I was quoted online! I have not picked up my vehicle and would like for someone to contact the store and make an adjustment! they told me the bill would be $1000.00 which is 500 more than I was quoted!!

  

  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: 09/13/2022

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

  

  Business Response

  Date: 09/13/2022

  Hello, 

   

  Thank you please let us know if we can help further. 

   

  Thank you

  ****** 

• Initial Complaint

  Date:09/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have used other Safelite locations, but haven’t had any issues until my interaction with the Safelite located in Largo, FL. They first replaced the glass with a cheaper windshield that was inadequate with utilizing the hologram images projected from the dash cam and caused the rear view camera mirror to be distorted. When I advised that other locations had told me in the past that OEM glass was necessary they told me that didn’t appear to be the case. When I left I noticed immediately that it was as previously explained by the location in Brandon, FL. The Largo location was clearly wrong. They returned my vehicle not vacuumed, my roofs upholstery frayed near the window, stains from their dirty fingers on the upholstery, and then when I brought it in for a second time to switch to the OEM glass they returned it late after close yet insisted that they would work on it first thing since I had to drop it off early and couldn’t set it up for the earliest appointment at 9am. Again they returned it with further fraying at the upholstery line, dirty finger prints, and unvaccuumed once again. They also failed to calibrate my rear view cam and clearly left mine for the last vehicle and rushed through the order and now I have to deal with this again for a third time. It has been an utter nightmare dealing with this establishment that continues to damage my vehicle, waste my time, and provides the poorest service. I would like their district manager to reach out to me as Josh their general manager failed to rectify the situation on the second encounter.

  

  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 ************** or email directly if you have further questions. 
  
  Sincerely,
  ******

  

  Business Response

  Date: 10/28/2022

  Hello, 

   

  We did complete all service repairs for the customer and installed OEM along with billing Safelite for the previous install of Aftermarket glass that the customer was not pleased with. This was completed as a courtesy and the customer has a $0 deductible, nothing was paid out of pocket for either visit. 

   

  Thanks

  ****** 

• Initial Complaint

  Date:09/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to Safelite on Saturday September 3 with an appointment at 11 AM to have a windshield chip repaired sat there for 45 minutes to make a long story short they wrecked my 2022 dodge ram 1500 with 3000 miles on it and I still have not received any phone call from their so-called risk management team I have tried numerous times to contact them safelights risk management department there’s no phone number email has been sent by the manager of Safelite on NASA Road one in Webster Texas to the risk management but he said he cannot share that email with me we have about a $15,000 depreciation of my vehicle now due to this incident the incident occurred totally on employee negligence. The employee stated to me face-to-face, “ I know this doesn’t help but I’m sorry I was just pissed off because I had to do this job”.
  He pulled my truck into the bay and hit the cement pillar in front of the bay with my passenger side rear panel. Paint marks are still there damage is still there and I have heard from no one in a week. Obviously my next step will be Monday morning calling attorney.

  

  Business Response

  Date: 09/12/2022

  Thank you for contacting our office. I’m sorry to hear this. So that we may better assist you, please provide the full name as listed on the order, the year make and model of the vehicle, the work order number if available, and the telephone number listed on the order. Unfortunately, the information provided does not pull up your order. If you need immediate assistance, please call 800-638-8958.

• Initial Complaint

  Date:09/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I had my windshield replaced by Safelite on 07/14/2022. I paid $500 out of pocket plus my insurance paid them additional money. They did not reconnect the passenger airbag sensor after replacing the windshield causing the airbag light to come on and also did not connect the rear view mirror correctly (please see report attached). I took the vehicle back to them without satisfactory repair thus I took it to the dealer to get the airbag fixed as it was an urgent safety issue. The dealer was able to connect the airbag sensor back. I am requesting the $249.95 (cost to connect the airbag sensor at the dealer) plus $250 for my time wasted and aggravation caused by Safelite’s negligence.
  
  Of note, I have called Safelite to resolve the issue however they gave me the runaround and I am unable to get a resolution from them.
  
  Please see documentation from dealer substantiating the claim and receipt for money paid attached.
  
  Thank you

  

  Business Response

  Date: 09/09/2022

  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: 09/12/2022

  [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 look forward to the business's response to resolve this complaint. However , I have not heard from them yet. 
  
  
  Regards,
  
  
  
  ****** ******

  

  Business Response

  Date: 09/21/2022

  Hello, 

   

  I have contacted the store manager and the district manager asking to contact you. 

   

  Thank you

  ****** 

• Initial Complaint

  Date:09/09/2022

  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.

  Safelite auto glass technician ( *******) came to my house to replace the windshield in my 2015 Hyundai Sonata on 08-15-2022. In the process of replacing the windshield damaged my dashboard ,it has a crack in it now that wasn’t there before and he left without saying anything about it to my wife. The car was parked in the same spot where I parked it, when I got back in town 09-06-2022 . I noticed it when I walked up to it. I have been calling safelite every day and can’t get no one from customer service, i went online on safelite website to file a complaint, no response yet. The only service you get online is scheduling appointment. It’s like they know why you’re calling!

  

  Business Response

  Date: 09/09/2022

  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: 09/12/2022

  I have used safelite for many years on all vehicles but this would be the first time this happened and this is not the first windshield safelite has replaced on this car.
  Attachments:
  PreAuth-1873-157390-2022-08-15-13-59-00.pdf

  

  Business Response

  Date: 10/07/2022

  Hello, 

   

  I am working closely with the store manager William and I have now escalated this to the District Manager ******. I have advised that the customer is wishing to be contacted right away regarding his dash board. We will then need to inspect the damages take pictures and obtain an estimate for repairs. Our line can be reached at 1-800-638-8958 if they have further questions. 

   

  Thanks

  ****** 

• Initial Complaint

  Date:09/09/2022

  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 April 13, 2022, I received a windshield replacement to my 09 Toyota Tundra
  (work order #***********) from the impact of windshield wipers hitting the glass of the wipers being malfunctioning (slipping off the blades & the mounting hitting the windshield of the glass). I spent 444.47 with a promo discount of 25.00 paid to Safelite Auto Glass still under warranty. August 23, 2022, I got a small crack to my windshield from a rock hitting my windshield from a tractor trailer. I didn't think to get the licence plate of the tracker trailer from trying to not to get more damage to my vehicle. However, while driving I contacted Safelite Auto Glass. The representative stated that I will have to pay for another service because they don´t cover a crack to the windshield after being repair so it will be another service call. She quoted me 80 dollars for a small crack to my windshield. I explain to her my concerns of the glass being under warranty, she said it only covers leaks & seals, if I gotten another crack it would be another service. I couldn't get it repaired at that time and it spread therefore now I have to get a replacement windshield when the resolution could have been to guarantee their windshield after receiving repairs. I felt like if they responded in a timely fashion, they could had prevented the spread not to get a replacement to the glass under the warranty. Most of their glass are used or restored. Its costly to replace a whole nother glass for the price of 444.76.

  

  Business Response

  Date: 09/09/2022

  Hello,
  
  Thank you for contacting our office. I’m sorry to hear about your glass damage. Our National Lifetime Warranty covers air leaks, water leaks and workmanship for as long as you own or lease the vehicle. It does not cover new damage caused by objects hitting the windshield. I did give you a call and discussed this further. I advised that the warranty is voided when something new impacts the glass. I offered a check for $100 due to your troubles and you confirmed the mailing address to send that out to you. Please call 1-800-638-8958. 
  
  Thank you
  Angela 

  Customer Answer

  Date: 09/10/2022

  Better Business Bureau:
  
  
  
  I accept the business's response to resolve this complaint.
  
  

  

  Business Response

  Date: 09/12/2022

  Thanks so much, please let me know if I can help further. 

  Thanks

  Angela 

• Initial Complaint

  Date:09/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  6/29/2022 I filed an insurance claim to get my windshield glass repaired/replaced. Was scheduled by a safelite "bot" (that is literally what they call themselves) for a 7/6/2022 appointment.
  
  I drop off my vehicle on 7/6/2022 at 8:30am just to be informed later that afternoon that they don't have the glass yet and never told me to come in.
  
  Was then rescheduled by the safelite bot to come in 8/1/2022, before I went in, they called in person and asked if I could reschedule to 8/4/2022 to make room for someone else, I said yes and agreed to be moved.
  
  I brought my vehicle in 8/4/2022 to be fixed, receiving a message later that afternoon saying my vehicle is ready for pick up. What it didn't say is that my windshield was still broken and they did not replace it. Apparently, they ordered the wrong piece of glass and I have to wait 4-6 weeks, again.
  
  Here we are at 9/7/2022 and my car's windshield is still broken, what really annoys me is that they (Safelite) has not contacted me even once with any updates. I've contacted them 3 times, each time going through their extremely annoying automated voice system that NEVER has my existing appointment/claim.

  

  Business Response

  Date: 09/08/2022

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

  

  Business Response

  Date: 10/28/2022

  Hello, 

   

  We apologize for this trouble after further escalation we are able to offer a courtesy check to you for this trouble of $100. Please confirm that the payment can be sent to: ******* *****
  **** **** **
  Union City, CA 94587

   

  Thank you

  ****** 

  ************** 

• Initial Complaint

  Date:09/06/2022

  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 automobile insurance provider, Liberty Mutual, facilitated an appointment with their business partner Safelite Auto Glass for a windshield replacement. They came out a total of 3 times and I still do not have a suitable replacement windshield.
  1. The first windshield they put in was defective and had a big scratch across the entire windshield.
  2. The second visit resulted in the windshield being put in improperly which resulted in air coming in and a leak.
  3. The third visit they once again put in a defective windshield with a scratch on it.
  I called Liberty mutual who told me I could use my own shop for the fourth replacement but when I called Safelite they told me that they already billed Liberty for the work even though the work isn't complete. I am now on hold with Safelite and have been for 30 minutes trying to get a resolution.
  Should be an easy fix to void the invoice and have my insurance provider bill my new vendor.

  

  Business Response

  Date: 09/06/2022

  Thank you for contacting our office. I’m sorry to hear this. So that we may better assist you, please provide the full name as listed on the order, the year make and model of the vehicle, the work order number if available, and the telephone number listed on the order. Unfortunately, the information provided does not pull up your order. If you need immediate assistance, please call 800-638-8958.

  Customer Answer

  Date: 09/07/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 17923990
  
  
  
  I am rejecting this response because: I called them and was transferred to three different people where I had to recite the same story.  The third person said that I was being connected to the wrong area and offered to send me to the correct person.  She then transferred me to a “non working number “ essentially hanging up on me.

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

  

  Business Response

  Date: 09/12/2022

  
  Hello, 
  
  I was able to pull up your order with this referral. I contacted Ideal Glass. This is not a new referral this is completed. We do not cover the warranty at another facility. Safelite needs the opportunity to address your warranty concerns or your warranty is voided per the contract. Please call our warranty team to set this appointment for service at 1-800-638-8958
  
  Thanks
  ****** 

• Initial Complaint

  Date:09/04/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Safelite came to replace my windshield and did a horrible job. The molding was incorrectly placed and is now leaking water from that site to the interior of my car. I have called at least 10x to schedule a “warranty” appointment however the techs do not show up for any of these. A huge waste of time and money. I’ve had to pay over $1000 for water damage repairs due to this.

  

  Business Response

  Date: 09/06/2022

  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 1-800-638-8958 or email directly. 
  
  Sincerely,
  ******

  Customer Answer

  Date: 09/08/2022

  [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: 09/09/2022

  Great thank you please let me know if I can help further. 

   

  Thank you

  ****** 

• Initial Complaint

  Date:09/03/2022

  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 large crack in my windshield and Safelite was able to come to my work and replace it. The first time the tech came out, he laughed in my face because he almost took my windshield off before realizing he had the wrong replacement glass with him. He laughed and drove off before I could say anything. He came back the next day with the right windshield and left my car a mess. My interior is light tan and he left black stuff and black fingerprints all over everything. I called the safelite in York and spoke to the girl at the desk about it. She had me send her pictures of everything and said she would show the manager. The manager was supposed to call me and never did. I have since called 3 different times to speak to him and he will not answer my calls or call me back when I leave a message for him with the girl at the desk.

  

  Business Response

  Date: 09/06/2022

  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 was unable to leave 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 regarding your service and wish for a refund. Please reach out via phone 1-800-638-8958 or email directly to set a warranty appointment so that we may get these issues addressed. 
  
  Sincerely,
  ****** 

  

  Business Response

  Date: 10/28/2022

  Hello---Please see the below information the customer received a $500 check for courtesy on 09/6/2022 --- Thanks -

   

  EMAIL CHAIN : 

  
  Okay great thank you. We will get this processed. 
  
  Thanks
  ****** 
  
  --------------- Original Message ---------------
  From: ****** ***** [************************]
  Sent: 9/6/2022 11:58 AM
  To: [email protected]
  Subject: Re: Case 16058751
  
  *** ******* ** *********** ** ***** 
   
  Sent from my iPhone
   On Sep 6, 2022, at 11:39 AM, EST - Customer Care <[email protected]> wrote:
   
  
  Hello, 
  
  Please advise where we can mail the $500 check to we apologize again for this trouble. 
  
  Thank you
  ****** 
  
  
  --------------- Original Message ---------------
  From: ****** ***** [************************]
  Sent: 9/6/2022 10:15 AM
  To: [email protected]
  Subject: Re: Case 16058751
  
  Thank you very much. 
   
  Sent from my iPhone
   On Sep 6, 2022, at 10:07 AM, EST - Customer Care <[email protected]> wrote:
   
  ?
  Okay of course we do apologize I am waiting for a reply to see if the refund is approved. I will keep you posted. 
  
  Thank you
  ****** 
  
  
  --------------- Original Message ---------------
  From: ****** ***** [************************]
  Sent: 9/6/2022 9:57 AM
  To: [email protected]
  Subject: Re: Case 16058751
  
  My fiancé and I already cleaned my vehicle and got all the stains out. We really did not want them to touch my vehicle again after what they did. I want a refund from them for all the trouble I had to go through. 
   
  Sent from my iPhone
   On Sep 6, 2022, at 9:38 AM, EST - Customer Care <[email protected]> wrote:
   
  ?
  Hello, 
  
  The warranty appointment will ensure that all issues are addressed for workmanship and any cleaning can be completed or repairs if necessary. This is covered since you completed the glass replacement with us under our Nationwide Lifetime warranty. 
  
  Thank you
  ****** 
  
  
  --------------- Original Message ---------------
  From: ****** ***** [************************]
  Sent: 9/6/2022 9:29 AM
  To: [email protected]
  Subject: Re: Case 16058751
  
  Hello, sorry that I missed your phone call. What is a warranty appointment? 
   
  Sent from my iPhone
   On Sep 6, 2022, at 9:20 AM, EST - Customer Care <[email protected]> wrote:
   
  ?
  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 was unable to leave 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 regarding your service and wish for a refund. Please reach out via phone 1-800-638-8958 or email directly to set a warranty appointment so that we may get these issues addressed. 
  
  Sincerely,
  ******