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.

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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:08/04/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We had Safelite repair a chip in the windshield of our truck and now it is cracking. The work is supposed to be warrantied, so we attempted to contact Safelite. The website says to email them for warranty repair work which we did. We've also tried to call, only to be told that they cannot take our call at this time - every time we call. After several emails and phone calls, we're giving up and contacting the BBB for help.
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. But we are happy to apply the $142.02 repair costs toward a replacement or send a check for refund of that amount. If you need further assistance, we can be reached at 800-638-8958.

Customer Answer
Date: 08/14/2022
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 17672181

I am rejecting this response because: If the windshield cannot be repaired, I would like to have it replaced and have the money I spent on the repair applied to the replacement.

Regards,

**** *****
Customer Answer
Date: 08/18/2022
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 17672181

I am rejecting this response because: Price is way too high. Please refund our original repair price to **** *****, **** ****** ******** ***** *********** ** *****. Cancel my appointment for replacement.

Regards,

**** *****
Business Response
Date: 08/23/2022
Hello,

We have cancelled you service appointment for the replacement and we have issued a check for refund of the failed repair to $142.02 to **** *****, **** ****** ******** ***** *********** ** *****

Thank you
******
Initial Complaint
Date:08/04/2022
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 has had our vehicle for over 3 weeks for a window repair job. It involved them towing our vehicle to an autobody shop and the car has sat there unfinished for over 3 weeks - no one can help us,. Multiple attempts to get them to talk to us or respond (rarely got a call back); or work toward resolution. We have had to rent cars twice to meet our obligations for work and prescheduled travel etc. totaling almost $3k. We have went to Safelite and the body shop in person to try to get this resolved.
We have had a few people be slightly helpful but yet we do not have our vehicle back nor is it fixed. If we do not call them - they do not contact us at all. We are at a loss at what to do. In certain cases they have told us it falls on us - when the auto body shop did not even have our info..or that is falls on the auto body shops responsibility however again - they had vehicle towed there and they did not have our contact information at all. We have gotten emails/text saying the car is done but it is not. Any help is appreciated - the company clearly does not care if we get our vehicle back or not.
Thank you.
Business Response
Date: 08/04/2022
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 call and leave you a voicemail. I will be escalating this issue to upper-level management and ask that they reach out to you right away as well with resolution. You do show as well a service appointment for tomorrow 8/5/2022. Please reach out via phone 1-800-638-8958 or email directly if you have further questions.

Sincerely,
Angela
Initial Complaint
Date:08/03/2022
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 called to have a small long-standing chip repaired. The serviceman called me and said he was at my car, and that the windshield was not chipped but cracked and needed complete replacement. Surprised and unreadready to hear this news I asked him to just leave. He said something nasty and hung up. When I went out to my car, it suddenly had a big S shaped crack across half of it. I have no doubt he cracked the windshield and expected me to except replacing it. Now I have to and safelite doesn’t have any way to address this problem they just send you to their website for more information. A complete and total scam.
Business Response
Date: 08/04/2022
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: 08/16/2022
I am rejecting this response because: I observed the technician from inside (I work from home) and saw no evidence that a repair was even attempted. The windshield had the same small \chip for 5 years - until the technician looked at it. If the technicians are compensated based on total value of the work they do, the incentive to exacerbate a repair to a replacement is unacceptable. I would never recommend SafeLite, to any one.
Business Response
Date: 08/16/2022
Hello,
We are respectfully declining to take responsibility and assume the replacement of your windshield at our cost. You were told about the repair before the service appointment and agreed to this appointment with the possibility that this could fail. This is our repair Guarantee, if it fails we offer money back to a replacement and whatever your deductible is it would apply. There are respectfully no further responses that will be given by our company please reach out to your insurance company for further clarification.
Thank you
Customer Answer
Date: 08/17/2022
I am rejecting this response because: SafeLite is already "not certified" by the BBB and now I know why. I just want other prospective customers to beware - and to be standing at the technician's side when they first approach the chipped windshield. I would NOT take their word, nor trust, that they act in the consumers' best interest.
Initial Complaint
Date:08/03/2022
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.
I had a scheduled appointment for August 3rd, 2022 between 8 AM and 12 PM to get my windshield replaced. I had already rescheduled once due to a windshield not coming in on time. The technician assigned to the replacement was unreachable by both me and the help line, never showed, and forced me to reschedule again. I have now been having to drive with a large crack in my windshield for 3 weeks. In the 7 times I called the help line, only twice was I not left on hold for an excessive amount of time or immediately hung up on.
Business Response
Date: 08/03/2022
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,
Angela
Customer Answer
Date: 08/08/2022
I am rejecting this response because: While the company reached out to me through email, I did not hear from the management that I was told would reach out and the rescheduled appointment also did not get completed. The service tech assigned did not show up and was unreachable, as was the store he would have been dispatched from. When I did receive a call, 30 minutes after my assigned appointment, I was told the assigned technician was off today. This is a show of incompetence by the business and I am asking now for a formal apology and compensation for time lost to not being able to work while waiting for this windshield to be replaced
Business Response
Date: 08/08/2022
Hello,
We are very sorry for this trouble. I have reached out to the shop and they have asked that I extend this same apology. It shows that your appointment was cancelled today as you have decided to go with another company. We are able to offer you a customer delight check of $50 due to the trouble that you experienced.
Please advise if this offer is accepted by returning the email message that was sent.
Thanks
Angela
Customer Answer
Date: 08/14/2022
Better Business Bureau:

I accept the business's response to resolve this complaint.
Initial Complaint
Date:08/03/2022
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.
Date of Service: 12 July 2022
Service Provided: Replaced Cracked Windshield
Problem: Windshield not Properly Sealed/Technician failed to place side caps; I informed them it was done incorrectly. 20 July 2022 After waiting 8 days I took my vehicle to the carwash and the new windshield ran like a faucet from the top directly into my console. I immediately contacted Safelite and requested to come in the same day. I was informed by the customer service rep and advised they had no appointments and that the store manager would contact me. I was not contacted in 24-hours. 21 July 2022 I made an appointment with LandRover Katy Tx for an appointment. I reached out again to Safelite to speak with the manager and was told he was in a meeting. Safelite Customer Care representative agreed with me taking my vehicle to LandRover. I did so and had the windshield professionally repaired and paid for it out of pocket. I sent emails to Mr. ******* ***** Safelite store manager and it took over 48 hours for a response and on the second request for reimbursement he stated the DM would provide him with guidance Tuesday 26 Jul, 29 Jul, and 2 August without resolution.

This is unacceptable. If they had never accomplished replacing a windshield like mine they should have turned me down as customer. However, they were more concerning with a profit instead of taking care of the customer. Now, I've paid twice for a properly installed windshield.
Business Response
Date: 08/03/2022

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 as well. I have sent an email reply to you and via the BBB site, I am requesting the amount for reimbursement to be approved and I will let you know when I gain this approval for a check to be sent for your water leak issues. Please reach out via phone 1-800-638-8958 or email directly if you have further questions.

Sincerely,
******
Initial Complaint
Date:08/03/2022
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.
WO#-620605
Policy#-*********
Claim#-*************
Org Date-1/21/2022
Service date-1/26/2022
Insurance Total - $70.23

The windshield repair work was scheduled through Progressive Insurance. The VIN# on the work order is incorrect and when Satellite presents the work order Progressive is refusing to settle. I have had numerous calls with both parties to highlight the discrepancy but they do not seem to resolve this.
Satellite has referred me to a collecting agency who is threatening actions and I am worried my credit score is going to take a hit.
I need resolution to this issue.
VIN# on work order - ***************** VIN# on my policy - *****************
I have reported the discrepancy to Progressive numerous times. The agent provided the wrong information and I am being penalized for that mistake.
Business Response
Date: 08/03/2022
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 partner with our ICA Internal collections department. We will be removing this from your credit and rebilling this to the insurance with the correct Vin # and policy information. If you do receive additional correspondence please send that to me directly so I can assist with getting it corrected. Please reach out via phone 1-800-638-8958 or email directly if you have further questions.

Sincerely,
******
Customer Answer
Date: 08/03/2022
[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. Please make sure there is mo impact to credit scote and credit bureau reports

Regards,

******* ********
Initial Complaint
Date:08/03/2022
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.
A rock cracked my windshield. So I called my insurance company Allstate and they sent me to Safelite at 7920 Hanford rd in parkville they put the wrong windshield in and now my car is not working probably. They are not doing anything to fix the problem. My truck is unsafe I keep calling them and nothing is happening from them or Allstate. They worked on my truck for 51/2 hours and gave it back to me not working probably or how it was before it came in the shop. I need some help with this. I have a new truck with 5000 miles on it and it is unsafe.
Business Response
Date: 08/03/2022
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 research this matter further and sent an email response. 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 regarding the parts status that is showing on order. Also, previously you had spoken with another rep that offered $100 for your customer service issues. I am offering an additional $50 due to this trouble. Please advise where I can send this $150 customer delight check to. Please reach out via phone 1-800-638-8958 or email directly for further questions.

Sincerely,
Angela
Initial Complaint
Date:08/03/2022
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 get a windshield installed and they couldn't calibrate the camera on my Honda accord. So they schedule me to come back another day and I take a nother day off of work. Same thing, new windshield still couldn't calibrate. Mentioned the camera must be broke. And they would redo the invoice and take off the calibration charge. I don't get a invoice so I call customer service. They can't get a hold of the shop. They tried leaving voice-mail and send them emails to call me back. I tried to get in contact for weeks. So I forget about it and drive the car with no safety features or cruise control for 11 months and then they decide to charge my bank account for the full price $916 out of nowhere! Now I'm late on my mortgage cause I don't have money (I had the money a year ago when I took it in for service). I call customer service and they have no idea why they charged me and said it was never invoiced. They put me through to the shop and I talk to someone and they state they charged me because they were trying to get me in to get a calibration...I told them why would I go back there if they failed twice already. And they fraudulently charged me for a service the didn't do. Now they want me to go in for another windshield replacement and calibration. They said they would call back for an appointment after they find the part...no call. Worst customer service I've ever had
Business Response
Date: 08/03/2022
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. I also have sent this email and a response to the BBB. I will update you as soon as possible with an update regarding this escalation. Please reach out via phone 1-800-638-8958 or email directly if you have further questions.

Sincerely,
******
Customer Answer
Date: 08/05/2022
[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:08/02/2022
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.
Had Safelite replace windshield on 9/2018 on a vehicle which the tech was concerned about the job requiring two people due to complexities. The windshield then
proceed to leak upon next rain storm. Filed an only warranty due to windshield leaking issues on 3/2019 tech came out and did not want to reset windshield with new seal
and proceeded to just put silicon on base of windshield under cowling. I attempted to make contact on call in during the pandemic on 3/2020 and failed to get through
I went online after the next rain storm due to the windshield still leaking on 9/21 since the online my account advised emailing [email protected] to open a case and no longer able to do
this through the portal. I followed up again 1 month later with another email no reply. Another follow up on 02/2022 and no reply. I have called the national warranty number getting 4 rings and an automated
message saying to open a case online and then the call ending. I have been trying to get this resolved since the original replacement following the Safelite warranty
guideline "Under our nationwide lifetime warranty, automotive glass is warranted against defects in material or workmanship for as long as you own the vehicle in which the glass is installed
so long as such defects are brought to the attention of Safelite within 30 days of your discovery of a defect."
Business Response
Date: 08/03/2022
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 called you and we set a warranty appointment for 8/26. Please reach out via
phone 1-800-638-8958 or email directly if you have further questions.

Sincerely,
******
Customer Answer
Date: 08/03/2022
[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. Thank you so much.

Regards,

****** ****
Initial Complaint
Date:08/02/2022
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.
Tried multiple times to have my windshield replaced. First time the sent the wrong technician, said someone would come the next day. Second time they had me coming in vs someone coming out. Third time no one came out at all. No one takes accountability and my glass is still not repaired after 3 weeks
Business Response
Date: 08/03/2022
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,
******

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Safelite Auto Glass, Inc. is BBB Accredited.