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

1,916 total complaints in the last 3 years.
698 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: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.
october 15 2021 safelite replaced cracked windshield of 2005 pt cruiser. october 16 found new glass cracked . october 23 safelite replaced under warranty. aug 12 2022 after being parked in garage for 4 days i found glass cracked, starting at top center just like the last one. i emailed them. after 4 days of no replies i called. i described problem and safelite tech said it sounded like a stress crack. they set august 19 appointment. they called and cancelled because the new glass they had was CRACKED. new appointment august 24. i arrived and a service tech said it must have been hit and warranty doesnt cover it. the crack is an upside down Y starting underneath the windshield trim at almost the same location as the other.
Business Response
Date: 08/29/2022
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: 08/31/2022
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 17764288

I am rejecting this response because:

the company refuses t0 h0n0r their warranty

Regards,

****** ******
Customer Answer
Date: 09/06/2022
[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: 09/07/2022
Okay great thank you, The check was mailed please allow 10 business days. Please let us know if we can help 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.
I filed an insurance claim July 23, 2022 because my vehicle was broken into and vandalized, the insurance company recomended Safelite Auto Glass and scheduled an appointment for August 3, 2022. They showed up with the wrong window and rescheduled for August 24, 2022, they showed up AGAIN with the wrong window and rescduled for August 27 at 10am. I dropped my vehicle off at 9/930 at 10:21am they called saying they ordered the wrong window AGAIN and asked if I could pick up my vehicle and bring it back August 29 at 10am, well on August 29th at 8:59am they called to inform me that my window was not available and they need to reschedule me for SEPTEMBER 16, 2022. I asked for the Corporate office number and the receptionist stated that she di dnot have it, so after we ended the call I filed a complaint. This is unacceptable and very unprofessional. This has been going on since July 23, 2022 and my window has yet to be replaced.
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 1-800-638-8958 or email directly if you have further questions.

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: 17789934

Good morning,
I am rejecting this response because 1- it should not take me filing a complaint for this company to finally realize that their service and customer service is horrible and they have been very unprofessional. They should have reached out to me the first time they made this mistake or how about the second time or even the third time, not because I decided to file a complaint. At first I wanted to have my issue fixed and/or corrected but as I thought about it, I decided to use another company and their service. I have nothing good to say in regards to Safelite and it’s employees, this has been the worst drawn out experience I’ve ever had with a business and going forward will not speak one positive work about their services. I resolved my own issue by taking my business elsewhere and got the correct window ordered on the first try. Safelite is pathetic and really needs to do better.

Regards,

***** ******
Business Response
Date: 08/31/2022
Hello,

I am sorry for this trouble the issues you brought to our attention are being addressed. I did call you as well to go over this further and left a voicemail. Please let us know if we can help further, we would be happy to get your appointment rescheduled. Or direct you to Esurance Glass team with our Referral team if you are choosing to become scheduled elsewhere.

Thank you
******
1-800-638-8958
Initial Complaint
Date:08/28/2022
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.
Safelite AutoGlass completed windshield replacement service on my 2016 Subaru Forester on July 15th, 2022 at the Mesquite, TX location located at 2131 N Town E Blvd, Mesquite, TX 75150. Once service was complete Safelite AutoGlass did not QA my vehicle but they made certain to QA other vehicles. Safelite AutoGlass at this location had a dedicated QA Caucasian lady who QA'd all vehicles while I was waiting for my vehicle to complete. During the windshield replacement service this Mesquite location did not perform service with care and diligence and caused damage to the dash. After the service and damage to the dash they didn't QA the vehicle. I sent photos of damage to ***** ******* who was apologetic for the damage. I also spoke with ***** who advised ***** ***** was the store manager who will contact me. ***** also assured they have interior restoration service they can deploy to have debris cleaned and damage to dash restored and I will not have to wait because there is no wait time for interior restoration mobile service they will send to my residence or location of choice. ***** requested not to call customer service and to call them directly. I waited for few weeks and never got a follow-up call from manager ***** ***** or any information on appointment. When I called customer service again they connected me with ***** again and I vented frustration. ***** noted will check with ***** if she can send photos to ***** and ***** did not have photos. ***** called, acknowledged he had photos and left voicemail they did not cause bubble on the dash which I was not claiming as the damage. They covered the hood with protective covering before service but failed to cover the dash. The tools caused deep impressions and scratches to the dash. Per manufacturer dash comes as two parts a total of $495.74 for parts and labor and shop supplies total $2160.00; a total of $2655.74 to replace the dash because it cannot be restored.
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 1-800-638-8958 or email directly if you have further questions.

Sincerely,
*******
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: 17788053

I am rejecting this response because: Safelite upper-level management has not reached out to the consumer right away to *******'s point. Neither has ******* provided direct email address for upper-level management to get in touch right away since ******* cites 'email directly if you have further questions'. Consumer requests meaningful instructions on next steps towards discussion with Safelite Executive Services Department on potential resolution.

Regards,

******* *******
Business Response
Date: 08/31/2022
Hello,
We have escalated this concern and were advised that the dash was bubbling due to age/sun and we would not be responsible for this. We were also advised that the shop recommended a dash restoration company to take a look and we could possibly assist with directing you to this company. We did additionally offer a discount before invoicing the work order, we were advised that you refused and requested a full dash damage. We are respectfully denying this claim under warranty. We are able to offer $100 customer service good will check due to your inconveniences, but this will not be an acceptance of damage. Please advise if this offer is accepted and if we can assist further.

Thank you
******
1-800-638-8958
Business Response
Date: 09/28/2022
September 19, 2022
Cash Ticket- ******* *******
Safelite Number: 01813-688546
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 that we replaced a windshield glass
for Mr. *******’s on 7/15/2022, at a cost of $473.97. We have worked closely with management, which
confirmed that the damage was pre-existent. 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 Casualty Loss Team
1-877-864-3391
Initial Complaint
Date:08/28/2022
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 Tuesday 8/23/2022, I had a 9 am appointment that was supposed to last 2 hours. I waiting 3 hours for them to install a windshield in my car. When my car was complete, 5 minutes after it was done I was driving to work and I noticed Broken Glass everywhere in my vehicle, the windshield was installed incorrectly, the camera cover is broken, and my car liner is damaged and stained. I called and left a message for the site manager and she didn't return my call until I called customer service to complain. They sent another mobile tech to confirm my damages and he came to my job and confirmed the broken and damaged items and condition of my car. He said his manager would have someone call me and get this fixed after 3 days went by with no phone call I called customer service and asked for a district manager to call me and i have still not received a call from one. I want my car fixed correctly and asap.
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 1-800-638-8958 or email directly if you have further questions.

Sincerely,
******
Customer Answer
Date: 09/01/2022
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 17787493

I am rejecting this response because: The company was supposed to have an upper management call me and still i have not received any calls nor is my car fixed

Regards,

****** ******
Business Response
Date: 10/06/2022
Hello,

This check has been processed please look for this in the mail to that address.

Thanks
******
Initial Complaint
Date:08/27/2022
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 an appointment with a mobile tech to come to my house on August 12,2022 to replace my windshield. When he got here it started to rain, so we made an appointment for the next day on Saturday August 13, 2022. The morning before my appointment I had a voicemail saying he had to cancel my appointment due to being short-handed.

I made an appointment in the Safelite shop in Webster Texas for the following Saturday 8/20/2022. This was a week in advance. When I arrived at my appointment I was told that they did not have a windshield in stock for my truck. They had a week to get one in, but they did not have it.

I made an appointment for the following Saturday in the same shop in Webster. I called at noon to make sure they had a windshield and was assured that they did. When I arrived for my appointment I was told that they did not have one in stock.

I have wasted my time twice trying to get a windshield replaced
Business Response
Date: 08/29/2022
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 to have them reach out regarding this issue. Please reach out via phone 1-800-638-8958 or email directly.

Sincerely,
*******
Business Response
Date: 10/27/2022
Hello,
I reached out to customer and never got a call back or email response back regarding issues and after researching work order it was advised customer didn't continue to wait to have service with safelite and decided to go to another company to have issues resolved, we never completed any work.

Thanks,
*******
Initial Complaint
Date:08/27/2022
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.
Safelite Auto glass sent a gentleman to man home. He failed to replace my rear view mirror. I contacted the company, one hour later. I was told they they would have to locate the technician and send him back to my home. This has absolutely inconvenienced me, I use my care for a living. I needed to be at work by noon. I was not offered any compensation for this disaster. When asked how I would be compensated, I was told that I could not be compensated by Safelite but, my rear view mirror would be replaced, when they are able to locate the Technician they repaired the windshield.
Business Response
Date: 08/29/2022
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: 10/27/2022
Hello,

We were able to assist Mr. ****** with his issues and supply compensation for issues and he was refunded for the $250 dollars back to his credit card he paid with, the payment was processed on 9/13/2022.

Thanks,
*******
Initial Complaint
Date:08/27/2022
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.
Since the end of last year we had our driver side regulator replaced by Safelite. Since then it has stopped working and was supposedly replaced 3 times. Last week it gave out again and they dont want to resolve it and now my van has an open window that will not close.
Business Response
Date: 08/29/2022
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, I know you have set up warranty before which I apologize but if you could call us or schedule another one so we can look at this here so we can get issue resolved we appreciate you and your patience.

Thanks,
*******
Initial Complaint
Date:08/27/2022
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 visited Safelite Glass on 345 N Wilson Way, Stockton, CA 95205 on Jul 9th 2022, I visited and arrived to pick up my car and found out that my bumper had been falling off. I asked to speak to the manager and the manager came out and started looking at the cameras. After looking for the cameras, quickly we saw that my car was in the blind spot of the cameras and couldn't even tell. So once again I explained to the manager that I had not arrived with any damage. Manager assured me it would be okay after popping the front bumper. He even gave me the store number and his name to call back in case of anything and claimed he would make it right. Afterwards, a couple days later, it was not okay and the bumper kept coming off. I called the store 3 times within the last 2 months and never getting to the manager again. I would get the receptionist and they would tell me that the manager would call me back and would never call me back. About 3 weeks ago I went onto their website and made a complain, I was just told that I would get a call back from a manager, but it's been 3 weeks now and I have not. This is unacceptable for a company this big to allow their managers to ignore their customers, I've been nothing but polite and calm throughout this whole process, but it's starting to get to the point where it's just rude.
Business Response
Date: 08/29/2022
Hello,
Mr. ******** this is ******* just responding to the email you sent to us I do apologize about all of this and I was happy I was able to get you connected with shop manager. If you have any more issues regarding this you can reach back out to us here or contact us at customer care 1800-638-8958. I hope you have a great rest of your day!

Thanks,
*******
Customer Answer
Date: 09/03/2022
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 17783879

I am rejecting this response because: was told to come in on Saturday after 12:00 p.m. and I got there today at 2:29 p.m. and they told me that a manager was not there and they could not authorize any work on the car. I don't understand why the manager told me to come in on Saturday after 12:00 p.m. and I came but then no one was there to actually take a look at my car or take care of it.

Regards,

******* ********
Business Response
Date: 09/13/2022
Hello,

I have sent another message to the management team and requested an immediate follow up. We do apologize.

Thank you
******
Initial Complaint
Date:08/27/2022
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 a service vehicle windshield replaced in April after repair the Safety features/lane assist were not working.

I contacted warranty and set up an appointment they were unable to correct the issue.

I again contacted warranty dept they talked to local shop who directed me to take my truck to Ford Service dept.

Ford Service found damage to glass that appeared to them to been attempted to be repaired by installer. After receiving results I went back to Safelite shop and the manager assured me he would reimburse the Ford Service charge of 165.00 but he first wanted to make sure to correct the issue.

So 2 weeks later I had an appointment to swap glass out according to manager. I recieved a call that they did not have correct glass and waited another week for it to be swapped. The manager decide to use Ford OEM glass (that I never asked for) for the repair and said he could not now reimburse the 165.00 that I paid Ford to inspect the damaged replacement windshield.

I would like Safelite to take care of the loss incurred (165.00) to do the faulty replacement installation like I was told prior to being sent to Ford.
Business Response
Date: 08/29/2022
Hello Mr. *****,

I spoke with you a a few minutes ago regarding issues and reaching out to shop manager and teh district manager the District manager name is ****** ******* and I have sent over your complaint and issues to him so we can get this issue resolved I do apologize about this and thank you for your patience!

Thanks,
*******
Customer Answer
Date: 09/06/2022
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 17783499

I am rejecting this response because:
Safelite rep that responded had the original shop manager reach out to me saying they were refunding what I had to pay to have their sevice work inspected by a 3rd party. I have not recieved the refund so far.

Regards,

****** *****
Initial Complaint
Date:08/26/2022
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 August 18,2022 my back window on my 2008 GMC Sierra truck got hit by a rock and broke the glass, made and appointment with safelite the earliest appointment they had was August 25 between 8-1 so I took it. On August 25 my appointment day the technician calls me at 9am to tell me that my back glass did not come in and it might be in on the noon shipment and he would call to let me know if it was in an if it was in I would have to reschedule my appointment but since I already had an appointment I would have to two more day for another appointment never did get that phone call so I called safelite to find out what was going on with my application some lady answer the phone an I told her what was going on and she said she was going to call the technician to find out what was going then the phone hung up on me. So I called back again an talk to another lady she try to call the technician and he did not answer the phone, she called the store and she said they did not answer there phone either she said that she would send the store manager an email I never heard from the store manager so I could see were this was going so I called another glass company and ask them if they could do it they said yes they could do it on August 26 and they had my glass, so I called my insurance company and had them change the claim to the other company. I went to my appointment an they had my glass out and in within an hour and I have the same warranty that safelite would have gave me. I waste a whole day waiting on safelite to come and fix my glass or the technician finally called me 3pm. If you want to look the claim is under ***** ******. This was very unprofessional you had the work order for a week and you still could not have the glass on my appointment day
Business Response
Date: 08/29/2022
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: 08/29/2022
[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: 08/30/2022
Hello,

Great thank you. Please reach out via
phone 1-800-638-8958 or email directly if you have further questions.

Sincerely,
******

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Safelite Auto Glass, Inc. is BBB Accredited.