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

1,915 total complaints in the last 3 years.
699 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:08/09/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My insurance sent safelite auto glass from their victorville location on July 10, 2022 to fill in the tiniest pebble nick in my windshield with the silicone filler they use. It was smaller than a pinky fingernail. The tech came out to repair it, and upon completion told me “I accidentally got some air in it, but it should be ok”
Well, it was not ok! By the next day, 3/4 of my windshield was cracked right down the middle, starting from where the repair was done. We have complained to the shop and all they will say is “our repairs are not guaranteed and you were told this could happen” yes we were told that, HOWEVER, this was admittedly tech error!!! And we were told that it could happen down the road, not within 24 hours!! This is absolutely unacceptable and bad business! Their techs mistake is what caused the repair to fail miserably and they will not take responsibility for it.
Business Response
Date: 08/10/2022
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:08/09/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Wednesday, July 14, glass was installed on my 2008 Land Rover Range Rover by a Safelite technician (******). This replacement was done while my vehicle was at an autobody shop (*********** ******* ******** **). After installation, I received a call from the autobody shop that stated the left A pillar bolt hold and bolt was damaged during installation of the glass. During attempted removal of the pillar, they damaged the bolt and left it. I have attempted to contact the technician, the regional manager, and the technician multiple times with no response. Text messages are left unanswered and there are no return phone calls when voicemails are left. I would like the damage Safelite caused to be repaired.
Business Response
Date: 08/09/2022
Hello,

We appreciate you taking the time to reach out to us with your concern, I’m very sorry to hear about this. Our National Lifetime Warranty covers manufacturing defects and workmanship for as long as you own or lease the vehicle. You’re welcome to schedule a warranty appointment at www.mysafelite.com or please feel free to contact Customer Care at 800-638-8958.
Customer Answer
Date: 08/10/2022
[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,

******* ****
Initial Complaint
Date:08/09/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In March, I submitted a request to Safelite for a warranty service on my newly installed windshield. My windshield was leaking after the initial installation. The technician came to fix my windshield on March 3, 2022. However, the windshield is still leaking. The technician stated that he was supposed to reinstall a new windshield because it was leaking but instead he only put some more adhesive where he found the leak. It is still leaking in that area and also other areas. He did not fix this issue properly and it is still leaking. I submitted another warranty service via their website and I received and automated response that they wanted to speak with me and gave me a phone number. I called this phone number several times with no answer and was unable to leave a message. I then emailed them regarding this 2nd warranty service on 6/10/22, I have never even received a response. I would like this issue fixed properly.

This is in reference to work order number ************. I believe the previous work order number was ************
Business Response
Date: 08/09/2022
Hello,

We appreciate you taking the time to reach out to us with your concern, I’m very sorry to hear about this. Our National Lifetime Warranty covers manufacturing defects and workmanship for as long as you own or lease the vehicle. You’re welcome to schedule a warranty appointment at www.mysafelite.com or please feel free to contact Customer Care at 800-638-8958.
Customer Answer
Date: 08/09/2022

I am rejecting this response because:
I already did try to schedule an appointment via www.mysafelite.com and it directed me to call because it was a 2nd request on the warranty for the same job. I called numerous times and received no answer…and was unable to leave a voicemail. I already tried these steps, as stated in my original complaint. This is what led me to file a BBB complaint.

Business Response
Date: 08/10/2022
Hello,
I called you and it went straight to voicemail to schedule a warranty appt please call 1-800-638-8958 thank you
Angela
Customer Answer
Date: 08/15/2022
Better Business Bureau:

I accept the business's response to resolve this complaint.

I was finally able to speak to a representative and schedule a repair for next week. Hopefully this appointment will fix the leaking issue
Initial Complaint
Date:08/08/2022
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.
Today, August 8, 2022, I took my car to Safelite at 40 Sebethe Drive Cromwell CT 06416, with an appointment to have the glass in the passenger door of my car replaced. They ordered the glass one day last week and said it would be there today. I arrived on time and they took the car and while I was waiting, they removed the broken window, and came back to me (1.5 hours later) and said they had ordered the wrong window. They had ordered the driver side window. They said I would have to wait another week to get the correct window. Meanwhile they would cover the space with plastic wrap. That was the best they could do! This,at the same time that a thunderstorm was on its way through. Of course by the time I got home, the plastic wrap was starting to come off.
I need a car for my 50 minute ride to and from work for the next 4 days, and to leave outside unguarded for the 10 hours that I work. Besides having to park it outside each night, with no way to lock it. (It was smashed by a person who broke into the car while I was in church!)
I also have four children that I transport regularly, so I need a seven passenger car to be able to do this.
I would like them to provide me with a suitable source of transportation while I am waiting for them to fix their mistake.
Business Response
Date: 08/09/2022

Hello,

We are very sorry for this experience you've had with us. I am one of the Customer Care Agents that was assigned to your case. Since reviewing your complaint, I see there is a service appointment set for you for 8/15/2022. That is the soonest appointment that can be serviced. Please reach out via phone 1-800-638-8958 or call Esurance to switch providers to someone other than Safelite who may be able to service the vehicle sooner at 1-866-256-4927.

Sincerely,
******
Initial Complaint
Date:08/08/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 7/21/2022, we had a windshield repaired for a vehicle in our St. Albans, VT office. We have been trying to get a correct invoice ever since. We first reached out for a corrected invoice for the amount that was charged. Instead, we received an invoice with a different amount and charged taxes. We are now trying to get in touch with someone to get a credit on the tax and invoices for the credit that was issued along with the new charge (without taxes). Apparently, Safelite is so uncapable that they can't even give their customer a proper invoice.
Business Response
Date: 08/08/2022
Hello,

We are very sorry for this experience you've had with us. I am one of the Customer Care Agents that was assigned to your case. Since reviewing your complaint I did give you a call and I will be escalating this issue to upper-level management with our Commercial Credit team to correct this billing issue. Please reach out via phone 1-800-638-8958 or email directly if you have further questions.

Sincerely,
******
Customer Answer
Date: 08/09/2022
[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: 08/09/2022
******* ******,

As well I am awaiting on the confirmation of the corrected invoice and will submit it when its obtained.

Thank you
******
Initial Complaint
Date:08/08/2022
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
*** * ******* ** ***** ***** ** ***** *** ******* WO ************ Technician ID 618
Allstate Insurance ******************** Policy ************
2011 Ford Edge Vehicle ID *****************

Desired Resolution
Repair to resolve driver seat track short position issue required for driver's safety when operating the vehicle. Issue began after car was in shop being repaired. Additional request for compensation as seen fit for distress, time& negligence in resolving safety hazard for driver. Safelite refused any further cooperation despite requests from both the insurance provider allstate & client.
6/9/22 Safelite arrived to customer residence 129 Arthur Ave, Thornwood NY 10594 to fix windshield per WO #01836-833348. The service resulted in further damage and an unresolved service. As per the report, it's deemed repair/replacement not possible. As instructed by Safelite, the client *** ****** ******* reached out to a local body shop, Forgione Body Shop, for pick up & repair. At this time the vehicle was without a windshield & non-driveable.
6/11/22 Forgione Collision Center picked up the vehicle & dropped off at shop ** ****** ******, Pleasantville NY *****. After 2 weeks of Safelite going back and forth w/ Forgione renegotiation pricing - Safelite ultimately decided they would not pay Forgione's quoted price to accurately and safely repair as needed. Forgione was going to fully replace the interlayer part while Safelite mentioned soldering the part instead. Safelite informed the client that they will not pay for the repair with Forgione.
6/24/22 Safelite's selected & authorized pick up & repair by Ethos Body Shop. Ethos picked up the vehicle at Forgione's & returned to shop*** ******* ** ******* ***** ** *****.
6/29/22 manager ***** at Safelite called client to pick up vehicle & customer picked up same day. Client couldn't adjust driver seat to reach brake/gas. Seat not operating after returned to client. Manager&corporateREFUSE to resolve.
Business Response
Date: 08/08/2022
Hello,

We are very sorry for this experience you've had with us. I am one of the Customer Care Agents that was assigned to your case. Since reviewing your complaint we did speak via phone 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,
******
Customer Answer
Date: 09/01/2022
I have not received a further phone call from the company. The matter is not resolved.
Business Response
Date: 09/01/2022
Hello,
We are respectfully denying this claim under warranty. The vehicle was with multiple repair facilities and towing companies damage could have occurred with another facility. The shop at this time is stating they are not responsible for the damage to your power seat and have asked that you reach further with your insurance company. We do apologize and please let us know if you need the details on how to reach your insurance carrier.
Thank you,
****** ###-###-####
Initial Complaint
Date:08/08/2022
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had a chip on my windshield repaired back in March. The repair did not work and started cracking a few months later. I needed the windshield replaced and also wanted the reimbursement of 137.58 for the repair as the warranty states online. I did the quote online and scheduled the replacement, the total was 562.41 without the reimbursement. When the tech finished the repair he told me the total was 568.59. I asked about the reimbursement for the failed repair and he stated he had nothing to do with the pricing and would have to call the shop. I’ve tried numerous times to get in touch with a human with no success. I’ve emailed several times with no response. The online chat is a joke and only gives you a number that sends me to the same answering service.
Business Response
Date: 08/08/2022
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. Please see the refund that was applied to your new work order. Please see that stamped below. Please reach out via phone 1-800-638-8958 or email directly.

Sincerely,
******

REPAIR REPAIR ($137.98) Glass
DW02316GTYN Y WINDSHIELD $579.99 Glass
Subtotal: $442.01
DISPOSAL FEE DISPOSAL FEE $34.99 Glass
Tax: $36.40
Total: $513.40
Customer Answer
Date: 08/08/2022
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 17686258

I am rejecting this response because:

This is still more than money than the quote I was given then minus the refund for the failed repair.
The total should be $432.42

Regards,

******** ********
Business Response
Date: 08/09/2022
Hello,

Please advise the address that the $100 customer service check can be sent to, to match this quote we do apologize. Please respond to the email message that was sent.

Thank you
******
Customer Answer
Date: 08/09/2022
[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,

******** ********
Initial Complaint
Date:08/07/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had a rock come up and hit my windshield on 8/4/22. It left a small star shape chip in lower portion of windshield just left of center. I went online to my insurance company USAA who uses Safelite for repairs. Easy to set up appointment to come to work place. I had technician come out at 12 pm on 8/5/22. It was very hot that day and I did not have a place to put car in shade. Technician said would be about half hour to repair. After 15 minutes I came out to check and he said for future reference should do repair inside as cooler and can’t guarantee crack won’t get bigger. Well the chip looked better but now have a crack about 3 inches on one side and 2 on other side of chip that looks worse than before. The technician never asked if I could move my car or say hey better to do this on cooler day or even ask me to turn on my cars ac. He just said the interior windshield should be good and it will pass inspection. I care that I could not sell this car with a crack in windshield. I later read on Safelite web site that they are not responsible for crack getting bigger. Now this did not cost anything but invoice to insurance says 80 bucks. That’s nothing for what a new windshield will cost. My glass coverage is under comprehensive in NJ and my deductible is 1000 dollars to help keep overall cost down. I fell Safelite should either replace the windshield or reimburse me for part or all of replacement. All this should of been told to me upfront. Don’t strat the repair amd then when see crack get bigger say yeah we should of did this indoors or on cooler day.
Business Response
Date: 08/08/2022
Hello,
Thank you for contacting our office. I’m so sorry that the repair on your vehicle has failed. While we do have a very high success rate with our repairs, there is no way to determine how the already damaged 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 where we will credit the cost of the repair toward the replacement of a new windshield; however, your deductible or out of pocket cost would apply. If you are interested in a quote, please feel free to contact us at 800-638-8958.
Customer Answer
Date: 08/08/2022
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 17684370

I am rejecting this response because: I was not told ahead of time the crack could or would get bigger. As can see in the picture it got a lot bigger on either side of the original chip. I will need a new windshield to fix this now. The 80 dollar reimbursement is nothing towards the 500 dollars towards a new windshield I have had chips repaired before and never had it get worse. And stating in an email it may get worse is just a way to cover your ass amd not take responsibility. I would like to at least split the cost of a new windshield as at some point I would need one

Regards,

****** *********
Customer Answer
Date: 08/12/2022
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 17684370

I am rejecting this response because: I keep getting your standard answer of we are not responsible. My deductible should have nothing to do with you fixing a problem that is worse tha when started. I called USAA to complain to them about your service. I was told I could lower my deductible whenever I wanted to have a replacement. But USAA should not have to foot the bill because of your companies policies. I would understand if it got bigger by a few millimeters but as you can see in the picture this is a few inches. I do t need all the technical stuff about the windshield explained. I could probably find a glass person to refute your story. I want my windshield fixed. If I lowered my deductible to 209 would you cover the rest of the cost for a replacement.

Regards,

****** *********
Business Response
Date: 08/12/2022
8/3/2022 11:20:54 AM 764631892 SV2 Confirmation Confirmation_8322.html Subject: Safelite AutoGlass Service Reminder - Referral #404421
*** ************************
ExactTargetJobID: 4292375
QuickLink: https://view.t.safelite.com/?qs=daeb11874b7b9f2854983da079847044453eae282bef87cebcdc8172eb2131aaa8dbcbcf0f8ca86c8caf5f6956e430be168c8721214524fa49b63ffa9c3551bf
SentDate: 2022-08-03T09:20:54
Hello,
Please see the time stamp above and the attached document of Confirmation that was sent to you before your appointment. It does clearly state what to expect for the Chip repair. Please read the area that states: Your insurance provider waives the deductible for glass repairs. Please keep in mind that repairs do sometimes fail, through no fault of the technician, making replacement necessary. If this happens, you will be responsible for paying your deductible.
Lowering your deductible going forward is an option but insurance and Safelite will still go based upon the original Date of loss and what coverage you had at the time of the damage. You reported a date of Loss as Date Of Loss: 8/3/2022. So, what coverage you had as of 8/3/2022 would apply to this claim. For repair or replacement of your glass. Safelite is not responsible for the replacement of your windshield if the chip repair fails or spreads further. Your insurance company is aware of these procedures as we are contracted with them for glass claims. We apologize you had glass damage and we urge you to reach out to your insurance company for further assistance at 1-800-531-8622 for USAA glass team.

Thank you
******
Initial Complaint
Date:08/07/2022
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.
The rear wind shield glass was scatched from a misplaced wiper . Safelight was hired June 27th to replace the glass . Upon replacement the windshield wiper fluid nozzle that hits the glass no longer was hitting the glass . This was reported to the company and there has been 2 appointments and two technicians who have come out and the nozzle is still not repaired . I had an appointment for another technician to come out Aug 6 and no one showed up . I called the company and a Manager said they can not fix the issue. The manager told me to take it to a dealership. There has been a lack of communication and this service has been handle unprofessionally . I've taken several days off to wait for technicians that were ineffective or did not show up . I want the repair done and the company to take accountability to be taken by the company . A small repair should not take months .
Business Response
Date: 08/08/2022
Hello,

We are very sorry for this experience you've had with us. I am one of the Customer Care Agents that was assigned to your case. Since reviewing your complaint, I did speak with you further. We rescheduled your warranty appointment for the 12th. 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: 08/12/2022
I filed a previous complaint with the BBB. Complaint #17683647. I agreed to let the business rectify my issue and an appointment was set and no technician showed up . I called the company and they assured me someone would call and they did not . I have been dealing with this company since June 27th 2022 to fix a windshield sprayer they unaligned when replacing my back windshield glass . It's a small repair and several technician have come out and not been able to fix it . I have taken numerous days off work that have been a waste of time and even with the BBB assisting they still have not provided me with proper customer service and the issue continues to not be rectified .

Business Response
Date: 08/16/2022
Hello,

Thank you for
contacting our office. I’m sorry to hear about your glass damage and issues with your vehicle. The shop is claiming that the spoiler and nozzle issues are not covered under warranty and that the scratched glass will not be covered as well. I will submit a request to refund $250 of your service, Please let me know if you accept this offer as nothing further will be covered under warranty.
Thank you
Customer Answer
Date: 08/17/2022
[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,

******* *********
Initial Complaint
Date:08/05/2022
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.
In March of 2022 I had a stone chip fixed by Safelite.I was not satisfied with how it looked an they told me that's how it would look.Looked like the filled it with a hazy putty.Was told they guarenteed the chip would not spread an it would pass inspection.Well on Aug 4th took car for inspection an was told it wouldn't pass I need a new windshield.Tried to contact safelite thought phone calls an no one will answer they say to email them.Well after 2 emails an no response back I need to find another company to replace my windshield so I can get my car inspected.Safelite should have to reimburse me for their negligence on the job the did plus not being able to get a hold of them to discuss the warranty they have an to make things right. As you can see by the photos enclosed it wasnt done right an the filler they put in is coming out. I now have to contact another glass company to replace my windshield so it can be inspected.This is my only car to get to work.
Business Response
Date: 08/08/2022
Hello,
Thank you for contacting our office. I’m so sorry that the repair on your vehicle has failed. While we do have a very high success rate with our repairs, there is no way to determine how the already damaged 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 where we will credit the cost of the repair toward the replacement of a new windshield; however, your deductible or out of pocket cost would apply. If you are interested in a quote, please feel free to contact us at 800-638-8958.
Customer Answer
Date: 08/09/2022
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 17677132

I am rejecting this response because: I tried numerous calls an emails to them with no response back.Windshield did not pass inspection like they guarenteed it would.I could not wait any longer for a response from them.I needed car to drive to work an wasnt risking getting a fine for not having current inspection on car.HA FIND ANOTHER COMPANY TO REPLACE MY WINDSHIELD.

Regards,

**** *******
Business Response
Date: 08/10/2022

I am sorry about your inspection. When your vehicle's Windshield has a chip or a
crack in the glass the windshield is considered compromised/broken.
Unfortunately, there is no way to determine how the glass will react to the
repair process.

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. We show your deductible at $1000, so the amount would either be under this amount or over but would be out of pocket. 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.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Safelite Auto Glass, Inc. is BBB Accredited.