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.

  1670 Harmon Ave Ste C Columbus, OH 43223-3350

  
• 

  Safelite Auto Glass

  421 Warren Ave Portland, ME 04103

• 

  The J.N. Phillips Company, Inc.

  1248 Route 28A Bourne, MA 02534

• 

  Safelite Auto Glass

  216 Carter St Chelsea, MA 02150

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:09/02/2022

  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 Sept 1 2022, safelite sent a tech out to replace my windsheild. He got out of truck walked to car tried prying molding off and broke it. Then he went to other side tried that one couldnt get it so he climbed in his truck and left. I called manager. She says it was broke when he got there. No was not!! Asked me to send pictures then blocked my number so i cant call. I want my molsing replaced.

  

  Business Response

  Date: 09/02/2022

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

  Customer Answer

  Date: 09/04/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  IThe other two managers seemed to want to listen but when I sent them proof I got no response.Then they blocked my number.
  
  Complaint: 17897503
  
  
  
  I am rejecting this response because: 
  
  
  
  Regards,
  
  
  
  ******* ******

  

  Business Response

  Date: 09/06/2022

  Hello, 
  
  We are very sorry about this. I did escalate this to upper-level management and they advised they spoke with you several times. They advised that the moldings were inspected before the vehicle could be worked on. As this is an older eclipse, the tech advised of the condition of the moldings per protocol. The manager advised to please do not proceed as these parts are obsolete. The condition of the glass and damage was also noted as to be major glass damage with additional body damage. We are to ask that you please reach out to your insurance company so they may get involved with the repairs and gain an adjuster for you. Please reach out via phone 1-800-638-8958 or email directly if you have further questions. 
  
  Sincerely,
  ****** 

• Initial Complaint

  Date:09/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 21, 2022, Safelite replaced the windshield on my car. The next day, I discovered that the molding on the passenger side of my car was broken. I informed Safelite and they scheduled a follow up to confirm it was broken. After the follow up on 7/28/2022, the technician informed me that they would be ordering replacement parts and that I should follow up if I didn’t hear from safelite. I followed up a week and half later and was told the parts had never been ordered but they would order them and get them in 3-5 days. I waited a week and heard nothing. I called safelite again to get an update and was told the part was still shipping. This continued for several weeks. The only updates I received were when I called the business to ask for one. On 8/25/2022 I called and once again asked for an update. I was ensured the part would be in soon and Safelite scheduled an appointment to replace the part on 9/1/2022. I took off work to accommodate the appointment. The evening of 8/31/2022 at 7:40pm I received a phone call from Safelite. Upon returning the call, I was told that there didn’t appear to be any issues with my appointment. On 9/1/2022 at 8:50am I received a call from the technician stating they did not have the part and I would need to reschedule. I called Safelite and spoke to the manager who told me he would have the technician drive to pick up the part and deliver it to me. At 11:11am I received a follow up call from the technician to let me know he arrived at the location to pick up the part but they did not have it. I have received no follow up from the manager at Safelite. I have attempted to call Safelite Marietta 3 times and no one will answer my phone call (no voicemail - phone just rings) I just want my car repaired. I’ve been patient but the lack of follow up and resolutions from Safelite is unacceptable.

  

  Business Response

  Date: 09/01/2022

  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: 09/12/2022

  [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: After several emails back and forth with the customer care representative and numerous promises that someone will be reaching out to me to resolve this matter, I have yet to hear from anyone at Safelite. 
  
  
  
  Regards,
  
  
  ***** *****

  

  Business Response

  Date: 09/12/2022

  ******,
  Just wanted to keep you looped in. We have her lft molding in hand at store with Rt molding being delivered tonight. I updated the customer and will do so again once we have both in hand tomorrow. We will then schedule to her convenience.
  
  Thank you,
  *****
  
  ***** *******  |  District Manager
  
  Hello this message was sent from the DM on 09/12 when all parts arrive you will be scheduled please call ************** I also left this in your voicemail. 
  
  Thank you
  ****** 

  

  Business Response

  Date: 10/28/2022

  Hello, 

   

  We received resolution that the customer was fully satisfied with the repairs of her vehicle and that everything was completed. She was assisted by the store manager and everything thing shows as resolved. 

   

  Thank you

  ****** 

• Initial Complaint

  Date:08/31/2022

  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.

  8/15/22 I submitted an online service request to have the windshield replaced in our 2016 Explorer due to a rock hit that cracked the windshield. The appointment was scheduled for 8/26/22. On 8/25/22 at 4:23pm I received a call from ****** ****** telling me that my technician had gone home sick and they would not be able to honor my appointment and that I needed to call back their Salt Lake City office to reschedule. 8/26/22 at 7:03 am I received an email from Safelite introducing my new tech for my 8/26/22 appointment that I had been told had been cancelled and was my responsibility to reschedule. My husband had taken the vehicle to work because we were under the understanding that our appointment had been cancelled. After scrambling to try and figure out how to get the vehicle back to the house in time and speaking to my replacement tech we decided it wasn't possible and I never should have been told that my appointment had been cancelled because it had in fact been reschedule on their end.. I called back 8/31/22 to reschedule my appointment, after being told by the tech that they office would call me to reschedule and they did not. Upon calling I was told that they would not be able to get me in until 9/22/22. That is completely unacceptable given that I did not cancel the appointment in the first place. I had already waited almost 2 weeks for an appointment to begin with and it was a communication error on their part that they informed me that my appointment was cancelled. I have saved the voicemail supporting my claim that they cancelled my appointment.

  

  Business Response

  Date: 09/01/2022

  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 did escalate this issue to upper-level management. I have asked that we research what occurred on your work order and apply coaching where needed. I do see that you are set with another glass facility, we are sorry for this trouble and would like to offer you $100 customer delight check due to the inconveniences you experienced. Please reach out via phone 1-800-638-8958 or email directly if you have further questions and advise if you accept this offer. 
  
  Sincerely,
  ****** 

• Initial Complaint

  Date:08/31/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed an insurance claim with my insurance provider for a rock chip in my windshield. Insurance covered the cost of the repair and referred me to Safelite. The Safelite technician arrived to perform the repair on 8/31/22. Half way through he notified my wife that it had cracked about 1/8" from his attempted repair and suggested to stop. He then packed up and left without further discussion. I reviewed the repair and found my windshield crack over 12". Additionally he set his tools on my hood and scratched the paint.

  

  Business Response

  Date: 08/31/2022

  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: 09/02/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 17806483
  
  
  
  I am rejecting this response because: business contacted me via email stating they would reach out to me right away. Nobody has reached out. The issue has not been resolved. 
  
  
  
  Regards,
  
  
  
  ***** ********

  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: 17806483
  
  
  
  I am rejecting this response because: The Business has made no attempt to bring resolution to the issues.  The Business has failed to present any factual evidence to support the damage was present before utilizing the exact area as their work bench where they set tools, boxes, cans, and rags.  The Business damaged my vehicle and is responsible to pay for the damages.  Provide you insurance information so a claim can be filed.

  I have contacted Brian O'Mara outlining the situation on the lack of response from the local shop and responses to this BBB claim.  I will continue to contact whoever I need to until the issues can be resolved, since there is a complete lack of willingness to do so through this BBB claim.   

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

  

  Business Response

  Date: 09/08/2022

  ****** *****,
  
  Safelite is Denying this claim. Can you please close this complaint.
  
  Thank you
  
  ****** ****** | Customer Care Representative
  7400 Safelite Way | Columbus , OH
  43235
  office 614-211-4697 | ******.******@safelite.com<mailto:******.******@safelite.com>
  [cid:[email protected]]<https://safelite.com/u/uypqau70>
  [cid:[email protected]]<https://safelite.com/u/b3oozjqv>
  [cid:[email protected]]<https://safelite.com/u/028g2ue7>
  [cid:[email protected]]<https://safelite.com/u/74iakntb>
  [cid:[email protected]]<https://safl.it/2pgvUen>
  
  CONFIDENTIALITY NOTICE:
  The contents of this email message and any attachments are intended solely for the addressee(s) and may contain confidential and/or privileged information and may be legally protected from disclosure. If you are not the intended recipient of this message or their agent, or if this message has been addressed to you in error, please immediately alert the sender by reply email and then delete this message and any attachments. If you are not the intended recipient, you are hereby notified that any use, dissemination, copying, or storage of this message or its attachments is strictly prohibited.
  Attachments:
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• Initial Complaint

  Date:08/31/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My insurance company suggested that i go to Safelite glass company to get my front windshield replaced. They replaced the windshield on 7/6/2022.They scratch my front hood, so i took it back to them on 8/5/2022. They told me to go and get 2 estimates and i did. I chose Desota Collision Center to do the work. Telephone number for DCC IS ###-###-####. They agreed to pay for the work to be done. The DCC receptionist call Safelite also to confirm the work request and she acknowledge that they agreed to pay for the work that needed to be done also. DCC fix the problem on 8/25/2022 and they have not received payment for the job. DCC receptionist stated that she tried to contact person in charge, and no one would answer the office phone nor cell phone. I needed my car back so i ask DCC if i paid for it would they put payment back on my CC when Safelite pay them, and she said they would. As of Tuesday, August 30, 2022, there has been no response from Safelite. Can you all help me get my money back so that I will not need small claims court to assist me. I paid DCC $ 405.53 Thanks

  

  Business Response

  Date: 08/31/2022

  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. I did load the payment for the vendor DESOTO COLLISION SOUTHAVEN on 8/18 and called for payment and left a message with the call back # and the case. We did not receive a call back from that vendor to complete payment. Since you have paid this amount out of pocket I will cancel payment to them and sent this to you at: ***** ******
  **** ****** **
  ******** ** *****. This will be for $405.53. Please confirm the address and  please reach out via phone ###-###-#### or email directly if you have further questions. 
  
  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: 09/08/2022

  Great thanks please let us know if we can help further. 

   

  Thanks

  ****** 

  ###-###-#### 

• Initial Complaint

  Date:08/31/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I scheduled to have a windshield replacement done through my insurance company who uses Safelite as their glass vendor. I have been trying for a week to have my windshield replaced and every time I schedule an appointment Safelite takes it upon themselves to cancel and gives a bogus reason as to why they canceled. One of their technicians came out on 8/31 only to find out that Safelite again had put in the wrong work order for a repair instead of a replacement. The tech stood here while I called my insurance company to confirm the order was indeed for a replacement not a repair and the tech also called his manager to get approval to go get the correct equipment to come back and replace my windshield. After about an hour I called Safelite to confirm the tech was coming back only to find out they had canceled my appointment again without my knowledge. The dispatcher I spoke to at the Latham, NY shop was very rude and kept calling me sir even after I told her I was not a man and then she proceeded to hang the phone up on myself and then on my mother. They would not let us speak to a supervisor or manager. This place of business is racist and unprofessional and this location needs to be shut down

  

  Business Response

  Date: 08/31/2022

  Hello, 
  
  We are very sorry for this experience you've had with us. This is unacceptable and will be addressed right away. I am one of the Customer Care Agents that was assigned to your case. I will be escalating this issue to upper-level management and ask that they reach out to you right away as well. You do have a scheduled appointment serviced for 9/1. Please reach out via phone 1-800-638-8958 or email directly if you have further questions. 
  
  Sincerely,
  ****** 

• Initial Complaint

  Date:08/30/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim 130415. I have asked for a paper Safelite Solutions does not send anything dealing with the claim and they are the only ones that USAA will allow to do the claim. USAA will not even take the claim.

  

  Business Response

  Date: 08/31/2022

  Hello, 
  
  Please accept my sincerest apologies for this poor experience you've had. We would be more than happy to assist you in getting this rectified. In the meantime, I will ask that you please reach out via phone to USAA Glass team administered by Safelite Solutions at 1-800-525-1790 to address the concerns regarding your glass claim.
  
  Sincerely,
  ****** 

  Customer Answer

  Date: 08/31/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 17800707
  
  
  
  I am rejecting this response because: This did not resolve the issue.  Nothing has been done but send this email of another number to call.
  
  
  
  Regards,
  
  
  
  ***** *****

  

  Business Response

  Date: 09/27/2022

  Hello, 

  The customer requested a list of the calls to be pulled and this was provided by a previous representative. He wanted the complaint to be passed to USAA which we did as well. At this point we have directed the customer to follow up with their insurance company USAA for further questions they had regarding their claims. They can be reached at 1-800-531-8622. We have closed the complaint within our company. Please let me know if I can assist further.  

   

  Thank you

  ****** 

• Initial Complaint

  Date:08/29/2022

  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.

  We had to reschedule our car again to your shop in Redwood City for there mistake on putting a windshield that was wrong because the rear view mirror fell off ? Your customers rep said you guys made the mistake.

  

  Business Response

  Date: 08/30/2022

  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.

  Customer Answer

  Date: 08/30/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 17794586
  
  
  
  I am rejecting this response because: safelite has not taken windshield issue ? First of all they installed the wrong windshield and second there understaffed so I have to wait until there ready ? Beside the windshield they installed needs to be in my car to dry before removing it 
  
  
  
  Regards,
  
  
  
  **** ******** 

  

  Business Response

  Date: 10/06/2022

  Hello we have completed the payment to the vendor for your repairs. Please call 1-800-638-8958 if you have further concerns. 

   

  Thanks

  ****** 

• Initial Complaint

  Date:08/29/2022

  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.

  They made a mess of my car and it was leaking like a sieve they broke the cowl across the bottom of the window and the side post on the drivers side of the car and neither ALLSTATE who recommended safelite nor safelite will take responsibility! There was another guy in there (for the 5th time) while I was there and they lost a piece for his car. They made a TOTAL mess of mine. Below is a photo their crappy workmanship. None of this was here when they got the car. In the process of hiring a lawyer. NO I do not want to "chat" with you I want the parts you broke ordered and handed to me I'll have a REPUTABLE company put them on.

  

  Business Response

  Date: 08/30/2022

  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: 09/07/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 17794484
  
  
  
  I am rejecting this response because: They broke 2 parts on my car the cowl and the sidepost along the side of windshield their guy took the aluminum tape off the spot where its leaking from and they've blamed me for trying to stop water from RUINING the interior and electrical on door panel and seat and floor board. They refuse to PAY for the parts they broke and continue telling me I voided the warranty trying to fix the leaks until they and ALLSTATE got off their butts to get it back in. Then they take a bottle of water to test for leaks when in Florida we have compressor force winds and rain, give me a break. I want the parts they broke and I will pay someone else to fix their damage then take it to court and get my money back for repairing their mess.
  
  
  
  Regards,
  
  
  
  ***** ******

  

  Business Response

  Date: 09/07/2022

  We do apologize and the response remains -- Hello, 
  
  We wanted to reach out to you further to advise that the concerns you have noted let you know respectfully they are not covered under warranty. There was an escalation that the shop sent advising that they spoke with you about this as well. We pulled the glass and found the potential cause of the leak to be from under one of the side moldings. We were advised you stated to the shop that you attempted to Glue this area to stop the leak. There was a a large hole that used to have a tape like material over it that was then missing. I attached pictures of what it looked like with the molding on and removed. The other issues with the door seals are possibly the convertible top that was broken causing additional water leak issues. As you stated it was pouring on the seat which is not near this said hole in the molding area/ windshield. We have determined that the glass was not the cause of the leak. We have confirmed that in our team as well and the shop advised they showed you these areas on your vehicle and explained everything. When another facility or a even a customer works on a vehicle; this voids the warranty. We are determining that this could have caused the damage to the molding, cowl and the piece missing from under the molding to cause a leak. We are to ask that you reach out to your insurance company for further review. 
  
  Thank you
  ****** 
  ###-###-#### 

• Initial Complaint

  Date:08/29/2022

  Type:Billing 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 had a front windshield crack that needed replacement. I call my insurance company, and they direct me to Safelite auto glass (should have been Flag #1). I start the claim process on 8/18/2022 (Reference# 787559).
  Originally scheduled for a repair for 8/24, I was contacted and told the OEM part would need to be ordered in due to nationwide shortage of glass parts. That's fair. I got a text on 8/25 stating the part is available in the shop and I could schedule an appointment. I did for the same day at 10:00AM. I go in and was told that they were waiting for the OEM authorization to come through from insurance. Again, that's fair. I wait for about 30 mins for my ride and then leave. I get a text around 1:45PM stating the work has started on my car, with a pre-authorization receipt. It shows $500 as the amount I have to pay (NOTE: This is my deductible; it does not say anything extra for OEM). I follow up and call the local shop around 2:29PM to check if the approval came through. The person I spoke with (a guy) CONFIRMS the approval came through. All good. I pick up the car and leave.
  Then on Monday, August 29th, I get a call from the local shop stating the insurance approval did not come through and I am responsible for the difference of $515. Shocked, I reiterate the fact that I spoke to a person and they confirmed the approval came through. The lady basically says, "he is just a tech, and wouldn't know". Um, what?! I explain saying the only reason I choose to go ahead was because I had an approval. She basically says, "You can take it up with headquarters and, you have yourself a great rest of your day!" Um, what, WHAT?!
  This is such shady practices from Safelite. First, you create a monopoly by having to go through them and then they screw the little guy over! This is so not fair! I should not be responsible for the difference if the shop confirmed the approval came through for the OEM part from insurance.

  

  Business Response

  Date: 08/30/2022

  Hello,

  This is ******* I was just responding to email to complete the complaint which I am sorry about the issue but I am happy we were able to get issue resolved!

  Thanks,

  *******