Complaints

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

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• 

  Safelite Auto Glass, Inc.

  7400 Safelite Way Columbus, OH 43235-5086

  
• 

  Safelite Auto Glass, Inc.

  PO Box 182277 Columbus, OH 43218-2277

  
• 

  Safelite Auto Glass, Inc.

  2435 Billingsley Rd Columbus, OH 43235-1925

  
• 

  Safelite Auto Glass, Inc.

  760 Dearborn Park Ln Columbus, OH 43085-5703

  
• 

  Safelite Auto Glass, Inc.

  4403 Executive Pkwy Westerville, OH 43081-3850

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/26/2022

  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.

  After I got my windshield replaced at the McAllen location, I noticed that they had caused damaged to my dashboard as it was broken/ripped and there was still pieces of broken shattered glass all over my the dashboard. After calling they send a representative to come look at it, he tried to tell me that all 2015 Hyundai Sonatas come with that broken/ripped area and I probably had never noticed it before. There is two broken/ripped areas and on the second one the told me that it was caused by wear and tear he took photos and send them to the manager who agreed with him and told me to call the manager so he could explain to me the same thing he said.

  

  Business Response

  Date: 08/26/2022

  Dear Mr. ******* ,
  
  
  Please accept my sincerest apologies for this poor experience you've had with us. I assure you this is not the norm! I am one of the executive assistants for Tom and 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 above the mgr Javier you spoke with over the phone and sending this to Joe the district manager. Please let me know which form of communication is more convenient for you.
  
  
  Sincerely,
  *******

• Initial Complaint

  Date:08/26/2022

  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 17, 2022 i purchased new glass for my 2000 Silverado. I made an appointment for 7/19. Safelite came out and took my old glass out and cracked the new one installing it. I made a new appointment for 7/26. They no showed and no called on the appointment. On the 3rd attempt on 8/2, Safelite tech came out and found out they brought damaged scratched glass. I called and wanted a refund. I've spoken to customer care 3 times. Today the rep told me that the "location or Vender" is unwilling to refund me. She is having corporate now handle the matter. I don't think it's right to waste time and keep someones money. Please resolve BBB!

  

  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

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 17779461
  
  
  
  I am rejecting this response because: 
  
  
  
  Regards,
  
  
  
  **** ********

  

  Business Response

  Date: 10/27/2022

  Hello,

   

  I reached out to customer and I wasn't able to get a response I also escalated it up to upper management and I got a response back from Richard Wooflson advising they have issued the refund back to customer as well to his credit card American express for the $443.96. They also reached out as well and hadn't heard back from customer and left a voicemail as well for him to reach back out to them at the shop.

   

  Thanks,

  *******

• Initial Complaint

  Date:08/26/2022

  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.

  Work order number: ************ Waited 2 weeks for Mobil -Columbia SC to come fix my windshield. NO SHOW, NO CALLS. Then I get a notice to bring THEM my car. This the normal con? Make customer wait for 2 weeks for Mobil repairs THEN not show up and automatically reschedule with an appointment to bring the car into the shop???

  

  Business Response

  Date: 08/26/2022

  Hello,
  
  Please accept my sincerest apologies for this poor experience you've had with us. I assure you this is not the norm! I am one of the executive assistants for Tom and 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 above the manager. Please let me know which form of communication is more convenient for you.
  
  Sincerely,
  *******
  Customer Care

• Initial Complaint

  Date:08/25/2022

  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 came out to repair a chipped spec on the windshield of my 2022 Chevy Bolt EUV. They said they repaired it but I could see a dot still on the windshield, the next day I went to my car and now the spec turned into a full crack and is worse than before. Called customer service and they basically told me too bad we don't care, pay us for a new windshield. DO NOT USE THEIR REPAIR SERVICE, like every review here it doesn't work, it's a scam to make your windshield worse and have you get a new windshield. I fell for their scam, avoid them at all cost.

  

  Business Response

  Date: 08/25/2022

  Hello,
  I am very sorry to hear about the inconvenience. I thought it would be helpful after reviewing your complaint to provide our repair guarantee which I have attached to my response. To elaborate, when a customer has a chip or a crack in their glass the windshield is considered compromised/broken. Unfortunately, there is no way to determine how the glass will react to the repair process. The outcome of a repair is affected by many factors, including but not limited to:
              - The age of the damage
              - The size and location of the damage on the windshield
              - Glass is a sensitive and unpredictable material
  
  Our chip repairs are done to preserve the structural integrity of the glass and not for cosmetic purposes. If the repair fails i.e. starts to crack out further or is not visibly pleasing; Safelite offers a money back guarantee to the paying party where we will credit the cost of the repair back to them; however, your deductible would apply if you have one. At this point, we are respectfully declining your request for us to take liability. If you need further assistance, we can be reached at 800-638-8958.

• Initial Complaint

  Date:08/25/2022

  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 had an appointment with Safelite Auto Glass to replace my windshield on 8/25/22 at 1 pm at the 1000 Branchview drive Concord NC 28025 address. I arrived at 12:45 pm and the lady at the front desk (Blonde) was a huge problem.
  She humiliated me in front of customers, was extremely rude, loud spoken, and wasted my entire day. I own two sales companies. To speak to me in the way she did openly was unacceptable!
  Upon entering I ask how long it would take? She responded, " 2 hours did you not read your emails or text messages?" I replied that I did read my text message confirmation and did not see communication that it would take 2 plus hours and I was concerned as I had a 3pm scheduled meeting at my office! She again mentioned to look at my email and text message and read them, as if I was stupid! this comment was not necessary and was rude. So I mentioned to please just reschedule me another date! I walked closer to the door while she was in her computer so I may privately message my office regards to my office appoint. As other customers was in the lobby as well, The blonde lady yelled over at me and stated " you over there HUFFING AND PUFFING is not going to get me to reschedule your appointment!!
  Others noted, one also left. And I could not believe this customer service person would first ease drop on my private conversation and two, say something that rude openly to me as a customer in public!
  It appears their is no record now of me any appointment as she apparently removed me as a customer.
  I am extremely not happy. I intend to run this by Attorney. Never ever should I as a customer be talked to and humiliated in public in this way!

  

  Business Response

  Date: 08/25/2022

  Hello, 
  
  We are very sorry for this experience you've had with us. This is very unacceptable and 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:08/24/2022

  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 a claim through my insurance company to have a crack in my windshield repaired. Unfortunately, Safelite was the only service provider option (problem number 1). I go through the process of scheduling a day and time for Safelite to come out to repair my windshield. They were scheduled to come out on 8/24/22 between 8:00am and 12:00pm. I received the email notifications and text notification with my service providers information. The service provider, named ******, has not contacted me and cannot be reached even by Safelite via telephone. Each time I've called to get an update on whether service will be provided to me or not I get the run around. The telephone rep cannot get a hold of the service advisor and cannot seem to tell me any information other than I am on "his list of services for the day", To make matters worst, I keep getting the same telephone rep who is rude and unfriendly. This is beyond disappointing and unprofessional.

  

  Business Response

  Date: 08/24/2022

  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,
  ******

• Initial Complaint

  Date:08/24/2022

  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 advertise a lifetime warranty. I had 2 of my vehicles windshields replace by Safelite and one of the vehicles glass leaks and the other wipers was not reinstalled correctly. When I called for warranty repair on my Ford f350 which was over 10 years ago safelite claim of no record of service. Then when asked about a record of my car service. Safelite also did not have a record. Of course safelite put the burden of proof on me to prove that I had my glass repaired by them. I believe safelite is oing fraudulent business by dropping older services to not honor the lifetime
  warranty. I would like to know what happen to their system for my services to be purged from record. In addition I like for my windshield to be repaired under lifetime warranty as they arvertised.

  

  Business Response

  Date: 08/24/2022

  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: 08/24/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 17761143
  
  
  
  I am rejecting this response because: ******* *******  phone ************  Vehicles 2005 Ford F350 and a 2008 Lexus LS 460

   

  Above information was provide prior to BBB complaint to Safelite autoglass and this is my main complaint that safelite do not have my service retain in their system to honor a lifetime warranty that was advertised upon receiving service.
  
  
  
  Regards,
  
  
  
  ******* *******

  

  Business Response

  Date: 08/25/2022

  
  Hello, 
  
  Please accept my sincerest apologies. I am one of the Customer Care Agents that was assigned to your case. Since reviewing your complaint, I did research in the system all work orders associated with your name and the phone number provided. The vehicle that we have on file for you is different than a 2005 Ford F350 and a 2008 Lexus LS 460 in question. We have two separate work orders under your name from 2018.  These are both showing as deleted for a 2017Ford F350.  I would be more than happy to assist you in getting this rectified and set a warranty appointment if we can locate the work orders. Please provide the Full vin #'s and copies of the receipts and we would be more than glad to honor warranty work that was completed if the issues in question is in fact something covered under the warranty we offer. Please reach out via phone 1-800-638-8958 or email directly if you have further questions. 
  
  Sincerely,
  ******

• Initial Complaint

  Date:08/24/2022

  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.

  Windshield replace 2019. The seal to hold windshield in started coming apart before the warranty ran out in 2020. I drove to their location in June of 2020. A man walked outside pushed seal in and banged it with his fist. He then said there it’s fixed. The seal came out again. Throughout 2021 & 2022, I have called several times as well as texted with technicians. Each time in this three year period, I have been told the parts are on order. I called the dealership ai purchased my car from and they had parts in stock. Okay great and then I called Safelite again. I was told I could purchase these parts and they would gladly install them. I asked about money out of pocket. I was told I would get a Visa gift card as reimbursement. It has been three years. Geico defers to what Safelite tells them. I have called Geico over the past three years as well. Each time they call Safelite and tell me parts are on back order. I have posted a Google review showing the windshield. No response. It is important to me that you know the technicians are not the problem. The technicians want to fix my windshield and have been very polite. I cannot believe that 3 years and a pandemic has gone by and the parts are still on back order. This is well there is no nice word to express my anger and frustration with Safelite and Geico. Sadly, I will not leave Geico until both parties make good with No repercussions to my policy or cash out of my own pocket. Please help me resolve this. The seal continues to come out and is creeping close to wrapping around the corner of thw driver’s side of windshield. It cannot be safe to drive like this.

  

  Business Response

  Date: 08/24/2022

  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: 09/06/2022

  ****** ******
  Mon, 5 Sep 2022, 09:02 am
  Dear BBB
  I followed the link and said I agreed to the problem solution of the business escalating to upper management.
  
  I have low vision and it makes it hard to navigateeebsites.
  I did not want to close my case until the damage to my windshield is fixed.
  
  Cordially
  ****** ******
  
  Sent from my iPhone
  

  Customer Answer

  Date: 09/06/2022

  Complaint: 17760896
  
  
  
  I am rejecting this response because I would like this to remain open until they can provide a further response detailing what steps they will take to fix this, or when they schedule the vehicle for a repair. Thank you.  
  
  Regards,
  
  ****** ******

  

  Business Response

  Date: 10/12/2022

  Hello, 

   

  We have a service appointment set for the customer on 10/15/2022. Please advise that we can be reached at ###-###-#### if she has further questions. 

   

  Thanks

  ****** 

• Initial Complaint

  Date:08/23/2022

  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.

  This concerns work order number #*****-****** with SafeLite.
  
  Following the replacement of my windshield, the installer could not re-calibrate the windshield. The lane assist and Bluetooth speaker did not work in the aftermath of the windshield replacement. Another installer was required to come back out to the house to attempt to fix everything. That installer also could not recalibrate it and could not get the lane assist or Bluetooth to work, so he instructed us to take it to the Cadillac dealership.
  
  The Cadillac dealership said that the issues with the lane assist and Bluetooth speaker arose from damaged wires caused during the windshield replacement. Although the technician damage the wires, the Cadillac technician stated that it appeared double stick tape was merely placed over the wires, instead of either fixing the damage or even telling me about the damage. This ultimately caused the camera module in the Bluetooth speaker to short out and required replacement.
  
  On August 11, 2022, I contacted SafeLite, but it has failed to respond to me. I provided a copy of the repair invoice, which demonstrated the issue caused by the windshield replacement. The paid work order to repair these items. The Cadillac dealership is causally relating the issues to the Safelite technicians negligence. i made a demand for Safelite to completely reimburse me for the work Cadillac had to do to fix the issues caused by the Safelite technician’s negligence. I was without a car for several days while the vehicle was being repaired and also incurred Uber travel charges.

  

  Business Response

  Date: 08/24/2022

  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 escalated this issue to upper-level management and ask that they give approval for reimbursement. I will keep you posted shortly. Please reach out via phone 1-800-638-8958 or email directly if you have further questions. 
  
  Sincerely,
  ******

  Customer Answer

  Date: 08/24/2022

  [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 received further communication from SafeLite, and we have reached an agreement to resolve the issue. 

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

• Initial Complaint

  Date:08/23/2022

  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 car windshield was replaced by Satellite auto. However, my car needed calibration and it was not performed by the technician. As a result, I had to take my car to BMW dealership and have them calibrated the windshield. They also find the sensor and the camera was damaged during the replacement of the windshield. So, I had to spend $255.82 out of my pocket in which I am trying to collect from Satellite and after 3 weeks I am still getting the run around. I have contacted my insurance company Liberty Mutual and placed a formal compliant as well. I have zero deductible for my windshield and still no resolution for my cost. Any help would be appreciated.
  Thanks
  *****

  

  Business Response

  Date: 08/24/2022

  Hello, 
  
  We are very sorry and wanted to make sure we reached back out to advise that Safelite does not handle the billing for Liberty Mutual Reimbursements. This will need to be sent to [email protected]  Please let me know if you have further questions. 
  
  Sincerely,
  ******

  Customer Answer

  Date: 08/24/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 17759136
  
  
  
  I am rejecting this response because: They have been playing with me for 3 weeks and now they are telling me to reach out to my insurance company, unbelievable. 
  
  
  
  Regards,
  
  
  
  ***** *******

  

  Business Response

  Date: 08/24/2022

  Hello, 

   

  We do sincerely apologize. Safelite handles the payments of Glass claims to our Affiliate locations. In any case where the insured pays up front or for the service and is seeking a reimbursement. We are not contracted to handle the reimbursement for Liberty Mutual. We are so sorry for your inconvenience and wanted to include the email address again for the department with your insurance that would need to assist us with this. 

  [email protected]

   

  Thank you

  ******