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.

  1670 Harmon Ave Ste C Columbus, OH 43223-3350

  
• 

  The J.N. Phillips Company, Inc.

  11 Wheeling Ave Woburn, MA 01801

• 

  Safelite Auto Glass

  421 Warren Ave Portland, ME 04103

• 

  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:04/23/2025

  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 chip in my windshield which Safelite came to replace. The windshield was replaced July 2024. Over the next few months every time I went to the car wash I noticed weird electrical issues happening. The first time I pulled out of the car wash I was at the traffic light right outside of the car wash and all of my interior lights came on and a warning light came on. The following day when I drove the warning light was off and I did not notice any more issues. Until I went to the car wash about a month later and the same thing happened. Over the next two months I did not drive much but the warning light had gone away and I did not get my car washed for a while probably close to 2 months. The next time I got my car washed upon pulling out from the car wash my car's horn started going off as I was driving down the road. My horn blared for a solid 30 second straight and then stopped. The same morning light came on and remained on for the remainder of my drive back to my house which was about 30 minutes away. I made an appointment with The **** dealer to have my car looked at. This was in January 5 months after the windshield was replaced. Jeep looked at my car and when they called me the first question they asked was "have you had your windshield replaced recently?". I told them yes and they said whoever did it did not seal the windshield properly and water has leaked down the sides of the windshield into the car (behind the upholstery and unnoticeable from the interior of the car). Behind that upholstery are the two main electrical harnesses one on the driver side and one on the passenger side. Both of them were showing signs of recent corrosion from water damage. Safelite did come out and reseal the windshield, however my head and tail lights are flickering constantly and Jeep says I need to replace the entire wiring harness which is a $7,000 job. Safelite is refusing to help or take accountability for this damage.

  

  Business Response

  Date: 04/23/2025

  Hello, 
  
  I'm so sorry about this issue with your vehicle! I will be following up on BBB ID#-******** so we may reach a resolution. I am reaching out to the District Management and the ************************* Team regarding this electrical damage to the vehicle that you are referencing in this BBB complaint. I have informed them of the damage and asked for an update so we may discuss next steps. I should receive a response in 1-2 business days regarding this issue so I may further assist. I will be out on *** tomorrow and Friday so I will have a supervisor check in on this complaint until I return. Once we receive an update on the situation, we will email you with the next steps. In the meantime, please let me know if you have any other questions. Thank you! 
  
  Sincerely, 
  ******* ********

  Customer Answer

  Date: 04/30/2025

  Hello I am working with Safelite but still do not have a resolution from them hence why I was not able to respond to you guys yet. They are moving slowly and dragging it out I'm debating getting an attorney involved against them.  Can you please leave this complaint open until I have an update later this week?

  

  Business Response

  Date: 05/05/2025

  Hello *** ******, 

  I have emailed ************** team to see what updates we have on this issue. We are currently discussing this issue on these electrical components. I should receive a response in 1-2 business days with an update. I will provide an update in 1-2 business days. If I don't receive a response by Wednesday, then I will have this issue escalated. 

  Sincerely, 

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

• Initial Complaint

  Date:04/23/2025

  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.

  The technician ****** admitted and showed the shop manager that he caused damage to the d pillar with pliers The technician did not put the weather strip in for the top at all and the bottom is lifted along the length and corners are popping up

  Customer Answer

  Date: 04/23/2025

  Im your Huckleberry <***************************>
  1:07 PM (20 minutes ago)
  to info
  
  Work Order#*****-69824  
  
  Above is the work order number for safelite transaction please add it to the complaint 

  

  Business Response

  Date: 04/24/2025

  Dear **** *****, 
  
  Please accept my sincerest apologies. I attempted to reach you on the phone and left a voicemail message. I have also sent you an email directly that you can reply to. I received your complaint regarding damaged D pillar and missing molding; I would be more than happy to assist you in getting this rectified. I have escalated this issue to the management team they will reach out to you directly. Please reach out to me via phone at ************** or email directly. 
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 04/25/2025

  
  Complaint: 23240211
  
  I am rejecting this response because: there is no resolution to either issue at hand and lack of timely respone

   I will only be able to communicate via Email. I also believe this line of communication will reach an agreed upon solution much faster. Just let me know here what the offer is on yalls behalf to rectify the situation.

  
  

  ***** *.

  
  

  Regards,
  
  **** *****

  

  Business Response

  Date: 04/29/2025

  Dear **** *****,
  
  We apologize for the inconvenience. We understand due to traveling phone correspondence is difficult at this time, but we can be sure that correspondence is coordinated between you and field management. Service has not been invoiced; the field management is offering to absorb half of the installation cost of $175.25 with a signed Release of Liability. If these terms are not accepted further correspondence will need to be directly with you, the customer, and ********************** field management due to the negative interaction with the body shop representative. We can ensure this communication is coordinated with you at your convenience.
  
  Thank you,
  
  
  ****** ******

  

  Business Response

  Date: 05/06/2025

  Dear **** *****,
  
  We apologize for the inconvenience. The field management is offering to absorb half of the installation cost of $175.25 with a signed Release of Liability. If these terms are not accepted further correspondence will need to be directly with you, the customer, and ********************** field management due to the negative interaction with the body shop representative. We can ensure this communication is coordinated with you at your convenience. We are waiting to hear to from you.
  
  Thank you,
  
  
  ****** ******

• Initial Complaint

  Date:04/23/2025

  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 April ******* I had my windshield replaced. They broke the molding and outside trim of my windshield. I called Safelite customer service but they were no help. They told me to go back to Safelite. I explained it isnt my windshield but the molding and frame. I had to take it to the dealer and get it repaired for $1100 which I want to be reduced def for as this was the fault of Safelite. I have also commented on this on their social media page to which I havent heard back and as well as the survey which I also havent heard back even though I stayed I wanted a call back.

  

  Business Response

  Date: 04/23/2025

  Good afternoon,
  
  
  I hope this email finds you well, I am reaching out regarding a BBB claim that was submitted recently. I am truly sorry to hear of your experience with us! Per our conversation on the phone, I have forwarded the details of the claim to **************** and will be working closely with you and the Field to come to a resolution as soon as possible. I will send you updates promptly as I receive them. In the meantime, if you have any additional questions or concerns, please feel free to reach me directly via email. You can also call our ************* Team at ************, we are open Monday through Friday from 8am-7pm EST!
  
  
  Thank you for your time,
  ****** ****
  ************* Representative

  Customer Answer

  Date: 04/25/2025

  I am still waiting for the business to reach out to me.  It was stated that the afield Manager would reach out and as of this submission, they have not reached out.
  
  Complaint: 23240553
  
  I am rejecting this response because: 
  
  Regards,
  
  ***** *****

  

  Business Response

  Date: 04/29/2025

  Good afternoon,
  
  
  I hope this email finds you well. I am reaching out with updates from our **************** team regarding the BBB claim that was recently submitted. After further review, it has been confirmed that the issue falls under warranty coverage if brought to the location that completed the work. Unfortunately, since third-party repairs have been completed before we had the opportunity to inspect and resolve the matter, the warranty is now voided. As a result, we are unable to process a refund. We understand how frustrating this can be and truly apologize for any inconvenience caused as a result. Please feel free to reach out to me directly if you have any additional questions or concerns.
  
  
  Thank you for your time,
  ****** **** | ************* Representative
  *************************** ************************
  *******************************************************************************

  Customer Answer

  Date: 04/30/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23240553
  
  I am rejecting this response because:  the warranty you stated covers the windshields and not the broken molding or trim located on the outside of the car.  I have emailed the CEO and will be contacting others in the company as well as filing a complaint with ***** and my Attorney General. 
  
  Regards,
  
  ***** *****

  

  Business Response

  Date: 05/06/2025

  Good afternoon, 

  We apologize for the inconvenience experienced, however further discussion on the out of pocket repairs completed by the dealership/body shop will need to be referred to insurance for further discussion. As shown on the attached receipt provided at completion of service, the warranty parameters are explained. This information is also available on our website via the link provided below. If escalation is being pursued via the Attorney General, further correspondence will need to be directed to Legal at **********************************************************. 

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

  Thank you,
  ****** Dennis 

   

• Initial Complaint

  Date:04/22/2025

  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 Monday April 21, 2025 a technician from Satelite Auto Glass in ******************************* came to my home to replace a windshield glass in my 2015 ****** RAV4. The glass was replaced and the technician came to my door to say he was finished. When I went out to look at the glass about an hour later I noticed he dented my hood in 2 places. I called the company and they sent out another technician on Tuesday April 22, 2025 to take pictures. He was very nice and tried to remove the dents but he did not have the right tools to do it and was unable to fix them. He called his manager in *********************** and was told there was nothing else they could do for **** am asking that they make arrangements to have a body shop fix the dents that their technician put in the hood. The technician today said they had pictures of the hood before the window replacement and there were no dents in it.

  

  Business Response

  Date: 04/23/2025

  Hello ******* ****, 
  
  Please accept my sincerest apologies for this poor experience you've had with us. Per our conversation we are addressing concerns of dented hood being repaired. We have escalated this to the management team in the shop. The shop manager will contact you directly after review of photos submitted on, April 22, 2025. Please reach out to me directly at ************** or reply to this email going forward as correspondence.
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 04/29/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23238375
  
  I am rejecting this response because: Safelite Auto Glass of ***********************, ** said even though their technician admitted to denting the hood they will not fix it or reimburse to have it fixed.  They were to call me again yesterday and no one called.  All I asked was for the dents to be fixed that were caused by their person.
  
  Regards,
  
  **** ****

  

  Business Response

  Date: 04/30/2025

  Hello ******* ****, 
  
  Please accept my sincerest apologies for this poor experience you've had with us. After discussing and reviewing photos our Regional warranty team has concluded that damage was due to the existing damage to the vehicle prior to arrival for service. Due to this existing damage, we will not be moving forward with repairs for this claim.  Please refer to your insurance carrier.
  
  Sincerely,

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

  Customer Answer

  Date: 05/01/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23238375
  
  I am rejecting this response because: The damage was not caused by existing damage.  The damage was caused by a careless technician pushing down on the hood with excessive force.  Our local body shop verified that the existing dent had no effect on the damage caused by the technician.
  
  Regards,
  
  **** ****

  

  Business Response

  Date: 05/02/2025

  Good afternoon, 

  Per the review of the pre-inspection photos attached by the Safety and Quality team and the ******************** the final determination is that the damage was pre-existing. The following information was provided by our Safety Quality team:

  The pre-existing dent weakened the surface structural integrity of the hood and caused the hood to be misshapen. Had the hood been in normal, serviceable condition, then the technician would have been able to open it normally instead of needing the customer to open the hood for him. With the hood already being weakened due to the pre-existing damage, the damaged hood was susceptible to additional damage. The technician closed the hood with the same amount of force required on any other non-damaged hood which unfortunately resulted in expanding the existing damage. As a company, we close tens of thousands of hoods a day with no issue. The only variable between the other multitude of daily/weekly hood closings we perform and this vehicle is that the hood was already in a weakened state when we attempted to fasten it shut. It is our position that we are not at fault for exacerbating a preexisting issue during a routine motion like closing a hood. 

  With that considered, Safelite cannot take liability. Please refer to insurance for further assistance on this case. 

  Thank you,

  ****** Dennis 

  Customer Answer

  Date: 05/06/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23238375
  
  I am rejecting this response because: The body shop that I took it to said the existing small dent would not have caused the dents the technician caused.  They only sent another installer out and not a qualified technician to assess the damage.  The technician that caused the damage did not even come to the door and tell me he caused it.  He just left it to me to find it.  I am not satisfied with the explanation Safelite gave.  The manager of the Ft. ****************** location said he would call back and discuss the situation. He never even had the ethics to call back.
  
  Regards,
  
  **** ****

  

  Business Response

  Date: 05/12/2025

  Good afternoon *** ****, 

  I have notified the shop management and the District manager of the need for a return call as soon as possible. Please advise if you do not receive a response within ***** hours. 

  Thank you, 

  ****** Dennis 

• Initial Complaint

  Date:04/22/2025

  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.

  Ive been dealing with Safelite for approximately a month in an effort to resolve my windshield issue that has lead to reduced functionality of my safety features for my vehicle. I have taken my windshield to the shop 2x and the last time was told to sign a waiver releasing safelite from liability associated with my reduced safety features. Since then, Ive called multiple times to get resolution with no success. Specific details are below:March 25 - Took 2023 ***** xc90 to Safelite due to large crack and a chip on windshield. Safelite replaced windshield with an after market windshield however, noticed that heads up display was blurry and crooked after replacement. Also received error messages identified during saying windscreen sensor blocked.April 10 - Took ***** XC90 back to Safelite to replace after market windshield with OEM. Upon leaving, noticed multiple issues (warning messages and orange caution symbol on dash)1. Heads up display is no longer showing speed limit 2. Error message Driver support systems reduced functionality, service required.3. Error message Collision Avoidance reduced functionality, service required.Was instructed by safelite to take vehicle to ***** dealership for re-calibration and told to sign a waiver releasing safelite from liability associate with my safety features being disabled.April 14/15 - Took ***** Xc90 to ***** dealership for diagnostic. Conclusion from certified ***** technicians was cannot calibrate driver assistance systems due to damaged windshield heater array. Windshield needs to be replaced.April 15 - contacted Safelite and spoke to store manager who suggested that my car may have been damaged prior to coming to their shop. April 16 - called Safelite customer care and was told this was being escalated to district manager April 22- contacted Safelite again after not hearing back and was told that its pending response from a calibration specialist.

  

  Business Response

  Date: 04/23/2025

  Hello Ms. ************ style="color: rgb(0, 0, 0); font-family: "Times New Roman"; font-size: medium;">
  We spoke on the phone earlier about this BBB complaint. I sent you an email so you may reach me and to highlight a bit of what we discussed. I'm so sorry about this issue with your recalibration! I will be following up on BBB ID#-******** so we may reach a resolution. I am reaching out to the **************** and the ************************* Team regarding this issue with your recalibration that you are referencing in this BBB complaint.  I have informed them of the damage and asked for an update so we may discuss next steps. I should receive a response in 1-2 business days regarding this issue so I may further assist. I will be on PTO tomorrow and Friday, so I will have a supervisor look into this issue while I'm gone and relay next steps. I'm hoping we can have this issue resolved as soon as possible for you. Once we receive an update on the situation, I will email you with the next steps. In the meantime, please let me know if you have any other questions. Thank you! 
  
  Sincerely, 
  ******* ********

• Initial Complaint

  Date:04/22/2025

  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.

  4/22/2025 I was on the phone with agents for 1-hour 15min., this morning trying to resolve an issue that has not been settled. My company is in the land scape business, and we have used Safelite for years to repair windows in our vehicles, as well as the occasional mishap of damage to vehicles in and around a worksite. As I always do, I called a Safelite shop and set up a repair on a vehicle that we'd damaged. The appointment was set, the quote was agreed on with no problem. I left my company card on file to be charged when the repair was completed. When I received the email informing me of the completed job, I open the receipt link to find that I was charged more than double the quoted amount. I called the repair shop who told me that the job "was never completed." It got worse from there. After the agent went back and forth with her supervisor, they concluded that the repair was completed, and the price changed because they charged me as "out of pocket" instead of a long-term customer. More Than Double...Really? My price went from $213 to $501. They ended the conversation by telling me that they'd get back to me after they investigated. the matter. What investigation, someone decided to cancel the first work order and minutes later, enter a new work order with a much higher price to get more money. I need the resolved as soon as possible PLEASE.

  

  Business Response

  Date: 04/23/2025

  Good Morning,
  
  Thank you for bringing this to my attention. I am one of the ************* agents that has been assigned to your case. I understand that the service was set up for glass replacement on a vehicle that was damaged due to a worksite mishap. Pro Cutters is the landscaping company, and the replacement service would be handled under the commercial account for Pro Cutters. The originally quoted price was around ******, but you ended up getting charged around ****** for the service, and under a different work order. I do apologize for this, and I am currently investigating what occurred with these work orders, and how best to further assist you. I will be continuing to work on, and monitor this case until a resolution is reached. I will be sure to pass along any updates we receive to you as well. Please let me know if there may be anything additional we can assist you with as well. Feel free to reply directly to this email, or give us a call in the ************* department at ************. Thank you and have a great day!
  
  Dakota G
  ************* Representative

• Initial Complaint

  Date:04/21/2025

  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 march 25th 2025, I took my car (Infiniti QX-50) to safelite to get my rear window replaced after it was busted out during a theft. The replacement glass they used is warped, impairing the function of the glass. They also caused damage to the interior plastic panel of the hatch, breaking the clips that hold it in place, leaving it unattached. About 1 week ago I filed a warranty claim as they say "This warranty covers defects in material or workmanship for as long as the customer owns or leases the vehicle. They also offer a guarantee on repairs and recalibrations. To initiate a warranty claim, customers must notify ********************** within 30 days of discovering the defect.". I filed a warranty claim and was told that Safelite could not source any more replacement glass. Today on 4/18/25 I went back to the store to explain what I found in the warranty and they still stand by the fact that they wont/cant replace the glass again. The warranty also says they will credit the cost of a new repair which they wont do either. They have offered to refund my original charge of $1297.24, and charge me again that number minus $300 (so a $300 refund basically). This is the profit they made and refuse to offer any further compensation. All I wanted was for them to replace my defective glass, but now I just want my money back. I would appreciate any assistance in the matter as it wasn't just a cheap repair, nor was it covered by insurance.

  

  Business Response

  Date: 04/22/2025

  Good afternoon,
  
  
  I hope this email finds you well, I am reaching out regarding the BBB claim that was submitted recently regarding a back glass for a 2014 Infinity QX50. I am truly sorry to hear of your experiences with us thus far! I attempted to reach you via phone to discuss the claim and inform you that I will be taking a closer look personally, as well as working with **************** directly to work towards a resolution. Unfortunately, I was unable to leave a voicemail, however I will be sending you updates directly as I receive them. In the meantime, if there are any questions or concerns that you may have, please reach out to me directly via email. You can also call our ************* Team at ************, we are open Monday through Friday from 8am-7pm EST. 
  
  
  Thank you for your time,
  ****** **** | ************* Representative
  7400 Safelite Way | ******************
  *******************************************************************************

• Initial Complaint

  Date:04/21/2025

  Type:Sales and Advertising 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 SOLUTIONS "We serve over 6 million policyholders annually for more than 200 leading insurers and fleets from our award-winning contact centers. From the first notice of loss contact to glass claim completion, reporting and customer analytics we're committed to enhancing the glass claim experience." For being such an enormous company they don't have a single available contact phone number for a shop to call in with an issue. I requested & received confirmation to update our shop email on 4/11/2025. I then realized I was not receiving any dispatches assigned to our shop. I reached out mutliple times, finally got a response with the current listed email. Interesting our listed email was listed incorrectly, with a random letter in front of it. The verification email I originally received had the correct email. Its been 10 days of not receiving any dispatches. Ive emailed, updated info on the site without any success. I cant believe there is no contact phone number. If you call any listed you will be referred to their website. What type of customer service ********************** operates in this manner?

  

  Business Response

  Date: 04/22/2025

  Good afternoon,
  
  
  I hope this email finds you well, I have forwarded this to the Database team with ********** and they will be reaching out to discuss the account updates and offer further assistance. 
  
  
  Thank you for your time,
  ****** **** | ************* Representative
  7400 Safelite Way | ******************
  *******************************************************************************

• Initial Complaint

  Date:04/21/2025

  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 March 30, 2025, The rear gate window was damaged by accident. I was connected by **** to Safelite for replacement. The glass was replaced on Friday May 4, 2025. USAA Claim Number: 001597126-800. On Saturday April 12, It was noticed the outside trim on the left and right side of the rear glass was loose and not attached, it rattled when the auto was being driven. It also appeared the glass that was installed did not fit correctly. It was too late in the day to go to the Safelite shop that did the installation. I opted to park the auto in my garage and wait until Monday, April 14, 2025 to have the problem evaluated. On Sunday morning I went to use the auto and the rear glass was shattered. It had been in my locked garage and there was no eveidence of any impact. I made a warranty appointment with the Safelite shop that performed the installation for 2 PM Tuesday, April 15, 2025. At that appointment I was informed there would be know warranty coverage for improper installation or defective glass. There was no offer from the personnel at the Safelite shop to remedy the situation. Furthermore, it was suggested that I just go ahead and turn in another damage claim. The glass was replaced at THRU-WAY Autoglass on Friday, April 18, 2025. I was told there were several missing seal and trim clips. It was also brought to my attention the Left and Right outside trim had never been attached correctly during the Safelite installation. This was the likely cause for the glass failure.

  

  Business Response

  Date: 04/21/2025

  Hello,

  I'm so sorry about this issue with your vehicle! I will be following up on BBB ID#-******** so we may reach a resolution. I am reaching out to the District Management and the ************************* Team regarding this issue with your back glass that you are referencing in this BBB complaint. I have informed them of the back glass breakage and asked for an update so we may discuss next steps. I should receive a response in 1-2 business days regarding this issue so I may further assist. Once I receive an update on the situation, I will email you with the next steps. In the meantime, feel free to email me if you have any other questions. Thank you! 
  
  Sincerely, 
  ******* ********

• Initial Complaint

  Date:04/21/2025

  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.

  When replacing my windshield, they broke the rain guard around my passenger window and said they were going to order me another one on February 14, 2025. ********************* and the shop where it was installed which is ************************* , for two months and nobody will respond to phone calls or emails. They do not even respond to their customer service department.

  

  Business Response

  Date: 04/21/2025

  Hello and Good afternoon!
  
  
  I am reaching out as I greatly apologize about the rain guard damage and that you haven't heard back from the safelite shop for resolution. I am one of the agents assigned to your case, as well I called you today to advise this information. We will start this investigation on the damage to see when the safelite shop will receive the part , and to when they will have the matter fixed. If you have any questions or concerns as we work through this, we can be reached here or ************.
  
  Thanks so much!
  
  Devonta