Complaints

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

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  Safelite Auto Glass, Inc.

  7400 Safelite Way Columbus, OH 43235-5086

  
• 

  Safelite Auto Glass, Inc.

  1670 Harmon Ave Ste C Columbus, OH 43223-3350

  
• 

  Safelite Auto Glass

  421 Warren Ave Portland, ME 04103

• 

  The J.N. Phillips Company, Inc.

  1248 Route 28A Bourne, MA 02534

• 

  The J.N. Phillips Company, Inc.

  150 Sutton St North Andover, MA 01845

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:08/02/2022

  Type:Customer Service 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 an appointment setup July 27th.The window was 12-5:00pm @ my employer. I called Safelite @ 4:15 due to me not hearing from them. The lady I spoke with stated that she had to contact the service tech "******", she kept me on hold for about 15 min, after she contacted him he said that he reached out to me however he never called nor any message was left. I asked her for a time & he didn't provide a time to her when she asked. He told her that I didn't answer the phone. I told her he never called, I told her that I work for in a secure location & this gentleman never showed up or contacted me. I personally sat by my phone all day due to having this appt. I called the guards & asked if he showed up. Guards never had anyone show up. The lady advised she could set up another appt however it won't be until Aug 16th.I am upset about the timeframe being that ****** never called or showed up. I then asked for his supervisor. I reached out to ****** ***** afterwards.The lady that answer advised me that she had to find her, she saw her that morning,but hold on & I will check. I stayed on hold for 32 minutes. I hung up & she called while I was on hold for her. Evidently the lady never told her I was holding.5:06 C/Bk spoke to ******, he advised that she was busy with a situation he would have her call me in the AM. I went to the bathroom she C/Bk @5:27. I called back No answer. I called again on Thursday 8:28 am spoke to ****** he said she was in a meeting, he would give her the message. She still hasn't called back it's been 3 business days. I have had previous appointments over the years & I have never encountered anything like this before. I feel like ****** didn't do his part & ensuring that my appointment was handled correctly & it's real inconvenience to have to wait & additional 14 days due to him not doing his job correctly. It already took an additional 3 weeks to get the appointment that was originally made, not to mention that this was an insurance claim.

  

  Business Response

  Date: 08/02/2022

  Hello,
  
  Thank you for contacting our office. I’m sorry to hear this. So that we may better assist you, please provide your 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. If you need immediate assistance, please call 800-638-8958.

  Customer Answer

  Date: 08/04/2022

  [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 spoke with ******, and she advised that someone would be out on Monday the 8th, between 12-5pm. She told me that the branch was supposed to reach out to me to confirm the appointment that hasn't happened as of yet. 

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

  

  Business Response

  Date: 08/16/2022

  Hello, 

   

  I will ask that the shop reaches out to you right away. 

   

  Thank you 

  Customer Answer

  Date: 08/22/2022

  [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:
  
  
  We have an additional appointment set up for the 23rd to access or fixed the molding inside my car. 

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

• Initial Complaint

  Date:08/01/2022

  Type:Product 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.

  They took my money for a deductible when a distorted windshield was installed. They ordered another windshield and it took 6 times before the job was complete- even though they already charged me. The manager got approval for a refund of $250 , however, I never received it. I’ve spoken with the area manager and store manager. As of this date, I still haven’t received an explanation why I don’t have a refund and no one is answering my calls.

  

  Business Response

  Date: 08/02/2022

  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 escalate this to upper-level management and gain the approval to send the $250 refund to you via over night check. Please confirm that your address is ***** ******
  **** ********* **
  ********** ** *****  Please reach out via phone 1-800-638-8958 or email directly if you have further questions. 
  
  Sincerely,
  ****** 

  Customer Answer

  Date: 08/03/2022

  
  
  Better Business Bureau:
  
  
  After speaking with ******, a check will her sent on Friday, August 5th and I should receive it by Wednesday, August 10th.  I accept the business's response to resolve this complaint.
  
  

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

• Initial Complaint

  Date:08/01/2022

  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.

  Safelite replaced my cracked windshield. But they failed to properly seal it, resulting in water seepage and some serious electrical damage. They refused to pay, citing their warranty required me to notify them before making any repairs. But what they don't consider is:
  1.... the fact that we couldn't have known what the cause of the electrical issues were until after the repair shop removed the dash and found a rusted out fuse box (on a new 2 year old Honda HRV). It was then that the mechanic determined that water had been seeping in under the dash and causing the electrical issues. It was a direct result of the windshield not being sealed properly.
  2....Even if we had known the cause, we could not have made an emergency appointment with Safelite prior to the repairs because their calendar was already full. And I sure didn't want to wait any longer on repairing my car. It is my daily transportation.
  When I did eventually return to have the faulty windshield replaced, they only re-sealed the existing windshield rather than replacing it. Because Safelite refuses to acknowledge any responsibility, I am considering taking legal action and suing them for the cost of repairs and legal fees. I will never use Safelite again and can never recommend them because of their sloppy work and fake warranty.

  

  Business Response

  Date: 08/01/2022

  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 spoke on the phone and I have asked for the receipts and documents. I will be escalating this issue to upper-level management and ask that they cover these costs under warranty. Please reach out via phone 1-800-638-8958 or email directly if you have further questions. 
  
  Sincerely,
  ****** 

• Initial Complaint

  Date:07/30/2022

  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.

  A small object hit my 2021 Jeep Wrangler windshield while driving two days after I bought it. On 12/1/2021, the Safelite repair tech arrived at my apartment to replace the windshield. After the glass replacement, there were several scuffs, scratches, and marks on the Jeep windscreen pillars at the edge of the windshield. Also, on the inside of the vehicle, there was a large amount of glue sticking out of the windshield where it was attached to the windscreen pillars. I took photos to document the damage. The Safelite repair tech acknowledged immediately after the repair that he caused the damage to my Jeep and instructed me to take it to the local body shop, ******* in Macon, GA to have it repaired, free of charge. The repair tech assured me that the body shop would send the bill to Safelite who would pay for the repair. I did as the Safelite repair tech instructed and took my Jeep to ******* and told them what happened. ******* provided a repair estimate of $601.60 and told me they would contact me to bring my Jeep back for the repair after they receive approval from Safelite to pay them for the damage repair. We are currently at 8 months later and Safelite has not responded to the body shop or me in approving the repair of my Jeep. I've contacted Safelite several times and they tell me they're working on it. As a last ditch effort, I filed a Safelite warranty claim on 6/27/2022 for the windshield. A Safelite technician came out to take photos of my Jeep and initiate a warranty claim. The technician further confirmed that he could determine the damage was indeed caused by the Safelite equipment used to replace the windshield glass. I called Safelite customer service again on 7/27/2022 to find out the status of my warranty claim. The Safelite customer service representative informed me that the warranty claim had been canceled for an unknown reason. This is pertaining to reference #******.

  

  Business Response

  Date: 08/01/2022

  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 advised you that I will be escalating this issue to upper-level management requesting the approval of your estimate received. Please reach out via phone 1-800-638-8958 or email directly. 
  
  Sincerely,
  Angela 

  Customer Answer

  Date: 08/10/2022

  
  Better Business Bureau:
  
  
  
  I accept the business's response to resolve this complaint. Safelite’s most recent response stated that Joseph S tried to reach me last week. This is incorrect as he contacted me for the first time on 8/9/2022. He apologized to me for Safelite’s handling of the situation. I received a check in the mail today for the damage that Safelite caused to my Jeep. I hope that no other Safelite customer has to go through 8 long months of needless back and forth as I have with Safelite to achieve something as simple as receiving payment for the cost of vehicle damage that was proven to be caused by Safelite.

• Initial Complaint

  Date:07/30/2022

  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 crack/dent where a rock hit my windshield. A claim was made with USAA and Safelight came out to my home to repair my windshield. The tech did a horrible job and it didn't look any better than before he touched it. I called Safelight to complain and they told me that I could take my vehicle into the shop where they would be better able to fix it. I made the appointment for what I thought was a second attempt to repair the spot only to have them replace my windshield without telling me that the spot couldn't be fixed or obtaining my consent to replace the windshield. When they called me to the window to get my keys, they told me I owed $516 for the replacement. I told them I never agreed to a replacement and was there for another attempt to correct the damage. They then told me, for the fist time I might add, that it couldn't be fixed and needed to be replaced. I told them that nobody ever communicated this to me and I didn't sign anything giving anyone consent to change my windshield. I told them that they needed to put the old windshield back on as the damage wasn't so bad that I needed a new windshield. He said they couldn't do that. The manager then told me I could take my car. I immediately called USAA glass claims and was transferred directly to a Safelight representative as this is who USAA uses. I explained what happened and was given a phone number to the warranty department for USAA who will open on Monday morning and told to call them as they could help sort this out with the company. This situation has me very upset and distraught - what kind of business does a major repair without obtaining written consent or verbal consent for that matter? I want to ensure these people do not attempt to sue me or report me to credit bureaus.

  

  Business Response

  Date: 08/01/2022

  Hello, 
  
  Please accept my sincerest apologies for this poor experience you've had with us. I am one of the Customer Care Agents that was assigned to your case. Since reviewing your complaint, I did give you a call and left a voicemail. I would be more than happy to assist you in getting this rectified. In the meantime, I will be escalating this issue to upper-level management. Please reach out via phone 1-800-638-8958 or email directly. 
  
  Sincerely,
  A*****

• Initial Complaint

  Date:07/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In Dec2021, I had damage to windshield due to rock chip of my 2020 Honda Fit Ex-L replaced though Safelite Auto Glass at their Katy Tx location after paying a deductible of $250 as per contract with my auto Insurer Progressive. As part of replacement, Safelite provided a lifetime warranty for the windshield. In July2022, I found that the windshield of the same car that Safelite had replaced glass had developed a crack that appeared to be spreading and hence I immediately took an appointment for repair/replacement under warranty. Note I had my car parked in driveway and there was no known cause of damage to me, and crack was found by chance that appears from inside as seen from the picture (refer attached). On July 28th, 2022, when I took the car for warranty repair/replacement at Safelite Katy location after taking appointment. As is required Safelite technician ask me to show the crack and he immediately said that it was not crack but an impact of foreign object which is not covered under warranty. I asked him why he thinks that it is an impact as I showed him there is no outer dent from impact and he was not able to explain. So, i ask to talk to the manager and she also mentioned that it caused by an impact. I ask her why there is no dent, and that car was in driveway, she was not able to justify her statement though still refused to do honor the warranty replacement. So, I contacted Progressive, who then asked me to resolve with online Safelite customer representative who asked me to get in writing from third party and only then they replace as per their warranty. Since there is no financial motive or basis for other glass repair business to certify that this is crack and not a dent, I found this request unreasonable. Thus, I would like Safelite to honor their lifetime warranty as they supplied poor quality windshield that resulted it getting cracked from inside. I would like BBB to help resolve this with Safelite by getting them to honor the warranty coverage.

  

  Business Response

  Date: 08/01/2022

  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 you advised to reach you another time. I thought it would be helpful to include what our warranty covers. Our National Lifetime Warranty covers manufacturing defects and workmanship for as long as you own or lease the vehicle. It does not cover new damage caused by objects hitting the windshield.  I would be more than happy to escalate this issue to upper-level management. Please reach out via phone 1-800-638-8958 or email directly. 
  
  Sincerely,
  ****** 

  Customer Answer

  Date: 08/16/2022

  ******* ***** ***********************
    Tue, 08/16/22 4:12 am
   
    Hello,
  Sorry for delay in response, though the business Safelite Auto & Glass has failed to acknowledge the faulty material supplied even after I showed it to their other location.
  Since, I don’t want to do any further business with them I was forced to take their offer of refund of my deductible back. The deductible cheque was supposed to be send by mail to me but haven’t been yet received. So I am waiting and hence didn’t respond earlier.
  
  I would like to check with business if they have send my deductible and can close the complaint.
  
  Thanks,
  *******
  

  
  

• Initial Complaint

  Date:07/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Safelite "repaired" a chip in my windshield. The chip has now turned into a crack. They were unreliable and difficult to schedule the initial repair with and have proven the same in an attempt to schedule the replacement of the windshield under their guarantee / warranty. I am now resorting to having another company replace the windshield and paying out of pocket. I want them to reimburse me the full amount of the windshield replacement as well as for time away from the office waiting for them only to not show up.

  

  Business Response

  Date: 07/29/2022

  Hello, 
  
  Please accept my sincerest apologies. 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. In your case I do not see that a deductible is required as it shows $0 deductible in our records. Since reviewing your complaint, I did give you a call and left a voicemail. I would be more than happy to assist you in getting a replacement appointment scheduled. In the mean time, I will be escalating this issue to upper-level management regarding your service concerns. Please reach out via phone 1-800-638-8958 or email directly if you have further questions. 
  
  Sincerely,
  Angela 

  Customer Answer

  Date: 08/05/2022

  I am rejecting this response because: they are making no effort to compensate me for my lost time and productivity at work following three scheduled, but missed appointments. 
  

  

  Business Response

  Date: 08/05/2022

  Hello, 

  We are sorry for this trouble and would like to offer you a check for $150 sent out to you, Please confirm your mailing address and if you accept this offer. Please reply to the email message that was sent separately. 

  Thank you

  Angela 

• Initial Complaint

  Date:07/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car windshield was damaged on May 12, 2022. I filed a claim on May 13, 2022 with Liberty Mutual which is my car insurance carrier. The claim number is 049461877. I called Safelite which was recommended by Liberty Mutual. I chose the Safelite located at 2655 Monument Blvd, Concord, CA, Ste A 925-691-5603. After lengthy wait, was told that the repair MUST be done at their site and I had to bring the car to them. New windshield was installed June 8th, 2022. Called them on June 9th and told them that the camera cover was loose and ratteling. Safelite came to my home on June 15th to repair cover. He said he could not repair, that it was broken and they needed to order another whole cover. A Safelite tech came to my home on July 7th and said that he could not repair because he brought a part for the cover but didn't know the previous tech took the complete cover. The tech had me talk to his manager on his phone. The manager, a male, told me that he would refund me $300 for my trouble and that they would order a whole new cover.
  I called back on July 25th to find out status and could not get them to answer the phone. The phone call rolled over to their general support line. The operator told me that she would leave a message for the Concord manager to call me back. On Just 27th I called again, call rolled over, I told the support person I needed to talk to the manager of the Concord location and a person ****** from Concord location called me back. He was not the manager, but said *******, the manager would call me back.
  I called on July 29th and again got ****** who said the manager was not there and would not be in until Monday and there was no one else that I could talk to about my problem.
  As of now, it's been two and a half months, and I still do not have the camera cover installed and I do not have a refund.
  This Safelite located on Monument Blvd in Concord, CA has numerous complaints on Yelp.

  

  Business Response

  Date: 07/29/2022

  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 regarding your service issues and the parts on order for your vehicle. Please reach out via phone 1-800-638-8958 or email directly if you have further questions. 
  
  Sincerely,
  ****** 

• Initial Complaint

  Date:07/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Work order 01840-406509. 1st appointment (7/12) technician came to replace 4 windows. Noticed that they did not have the right type of glass. New appointment scheduled. 2nd appointment (7/15), had glass for the wrong window on the car, called supervisor who was unapologetic and scheduled 3rd appointment for a week later. 3rd appointment (7/22), did not have molding for one window and installed wrong glass in another window (2 windows installed correctly) 4th appointment (7/27), fixed window with window but did not replace window with the wrong glass, informed us it was back ordered but charged credit card even though service has not been complete.

  

  Business Response

  Date: 07/28/2022

  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 reach out via email stating I would be more than happy to assist you in getting this rectified. In the meantime, I will be escalating this issue to upper-level management. Please reach out via phone 1-800-638-8958 or email directly. 
  
  Sincerely,
  ****** ****** 

• Initial Complaint

  Date:07/26/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Service was provided last month 6/13/22 at my place of business to replace my windshield on my 1997 Dodge Trunk Ram. During installation my dash was damaged. When I was back to my vehicle and noticed the damage I contacted Safelite to inform them what occurred. The initial manager I spoke to was not friendly and acted as if he did not believe me and stated his employee would have told him if he damaged something.
  
  I escalated the complaint to corporate/customer service, which I believe was on 6/21. The person who took my complaint contacted the store to get the before and after pictures which is sounds like they are required to take... however it appears they did not take these pictures. He stated was going to pass the information up the chain to get a resolution but I have not heard back. I have called multiple times and no one is calling me back.

  

  Business Response

  Date: 07/26/2022

  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 would be more than happy to assist you in getting this rectified. In the meantime, I will be escalating this issue to upper-level management. Please reach out via phone 1-800-638-8958 or email directly. 
  
  Sincerely,
  ****** 

  Customer Answer

  Date: 08/08/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 17627393
  
  
  
  I am rejecting this response because: I contacted ****** as requested and she indicated they are refusing to do anything about it and are claiming the damage was already done. This damage was not present prior to them working on my windshield. 

  One of the other customer service reps I spoke to initially when making the complaint made it sound like they are supposed to take before and after photos. If they had these it would prove that the damage was not there prior to the repair. They cant seem to produce those photos and are now refusing to repair damage they created. 

   

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

  

  Business Response

  Date: 08/08/2022

  Hello, 
  
  I received your messages and I will be escalating this to the regional vice president. I am also requesting the pre-inspection photos. 
  
  I will reach out when I have more details. 
  
  Thank you
  ******