Complaints

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

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• 

  Safelite Auto Glass, Inc.

  7400 Safelite Way Columbus, OH 43235-5086

  
• 

  Safelite Auto Glass, Inc.

  PO Box 182277 Columbus, OH 43218-2277

  
• 

  Safelite Auto Glass, Inc.

  2435 Billingsley Rd Columbus, OH 43235-1925

  
• 

  Safelite Auto Glass, Inc.

  760 Dearborn Park Ln Columbus, OH 43085-5703

  
• 

  Safelite Auto Glass, Inc.

  4403 Executive Pkwy Westerville, OH 43081-3850

  

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

• Initial Complaint

  Date: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.

  I scheduled an appointment for July 26 for a windshield repair. I dropped my car off 9:30 am and had to take an Uber back home. I was called at about 11:30am stating that a part was missing and I had to reschedule. I wouldn’t be able to have it done until that next Monday. This is a big inconvenience to me. I have to take a Uber to pick my car back up plus do the same thing again for the next appointment. The Ubers are 20 dollars.

  

  Business Response

  Date: 07/26/2022

  
  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 via the Better Business Bureau and with our Executive Resolution team, I will be escalating this issue to upper-level management. I will ask that they reach out to you right away. We would also like to offer a refund of $150 via check after your service is completed due to this trouble. At this time I do see that the parts are ordered and pending and we have a set appointment for you on 08/01. Please reach out via phone 1-800-638-8958 or email directly if you have further questions. 
  
  Sincerely,
  ******

• Initial Complaint

  Date:07/25/2022

  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.

  My wife and I had our windshield replaced at this establishment on June 29th. Upon returning home, I noticed that a clip was missing from my firewall cowling that was removed to replace the windshield along with a broken cowling on the passenger side. I reached out to get this replaced whether it was them doing the work or them simply providing the parts so I could fix it. A few days go by and multiple messages going back and forth saying the manager will reach out. Fast forward and here we are July 25th with no resolution and no answers back from the company. I've tried calling, texting emailing and I can not reach the company.

  

  Business Response

  Date: 07/26/2022

  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,
  ******

  Customer Answer

  Date: 07/26/2022

  I received the same message this morning and have yet to hear from anyone from the local business to repair the damage. Only saying they are escalating it. I will not be satisfied until the damage to my car has been fixed.

  

  Business Response

  Date: 08/08/2022

  Hello,

   

  This is the contact information that I have for the Store The Direct Backline:
  ***** ********

   

  Please ask for Joe Johnson, I have emailed Joe for follow up and have asked that he continue to reach out regarding your parts that were on order. He can be reached there directly. 

   

  Thank you

  Angela 

  Customer Answer

  Date: 08/09/2022

  The company has sent out an employee who replaced the parts. Thank you.

• Initial Complaint

  Date:07/25/2022

  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 July 14th, Safelite, ****** came out to fix my cracked windshield in my 2005 Ford Expedition. At the end of the installation, the tech, *****, told me "I had issues with the install, the older vehicles are always tough". I pointed out some bubbles around the rim of the glass, he said "those will go away". I followed of the post installation 'rules'.
  Took it on the highway July 17th. There was excessive wind noise, so much I cannot use my handsfree cell. When it rained, water leaked in multiple spots, some of it a steady stream.
  I contacted Safelight, they said they would only look at it when the bill was paid, then it would be done as warranty work. I explained this their work was not correct the first time, this is not warranty work.
  I scheduled a follow-up appointment, Safelite ****** cancelled without notifying me.
  This vehicle is used to transport my 90 year old Dad to medical appointments. The leaks and inability to use handsfree calling creates an unsafe condition. I hope nothing happens while I am driving this vehicle in it's unsafe condition caused by Safelight.

  

  Business Response

  Date: 07/26/2022

  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,
  ******

  Customer Answer

  Date: 07/29/2022

  
  
  Better Business Bureau:
  
  
  
  I accept the business's response to resolve this complaint.

  Safelight came out on 7/28/22. The technician and the supervisor admitted that the initial install was done incorrectly. They informed me the tech who did the initial install no longer works at Safelight, ******. The 7/28 tech installed a new windshield, it appeared to be correct, so the bill was paid, as promised.

  Thank you to the BBB for your assistance in resolving this matter.

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

• Initial Complaint

  Date:07/24/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company came out to fix my cracked wind shield. In the process they riped the headline from one side to the other and broke the windshield washer fluid line. Furthermore, the left my hood unlatched which caused me to pull over on the highway. I called the manager, they came out and looked at the damaged and claimed that it would be resolved. Three months later it still has not been fixed and I cannot get anyone to return my multiple calls.
  
  They need to resolve fix what they messed up.

  

  Business Response

  Date: 07/25/2022

  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,
  ******

• Initial Complaint

  Date:07/23/2022

  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.

  My 2018 Acura RLX front windshield got damaged because of road construction. I filed a claim on the same day through my insurance Geico and was given an appointment in 2 days at a recommended Safelite location close to me. The next day I received a message of cancellation because of damage to the facility. My appointment was rescheduled at another Safelite location further away. Took my car, no service, advised wrong information given by insurance so wrong glass ordered. Another appointment was rescheduled, wrong glass ordered again. Third appointment today, wrong glass again. I called my insurance who contacted the Safelite facility and advised the facility will call me, no calls. Throughout this entire process I have received bad treatment from Safelite, it’s like we ordered the wrong glass so nothing we can do. Now they are saying they have to contact the manufacturer, but when we went back to pick up the car we’re told the insurance will not approve the original glass. So conflicting. I am very disappointed with the attitude and service I received from Safelite. It is also impossible to speak with an agent, the automated system keeps transferring to the insurance. At this time I don’t know when and if Safelite will be able to obtain the correct glass because no one is taking responsibility. I want to make it clear that it’s not only about the repairs not being done but the behavior of the Representatives of the company, very unprofessional. Was I treated like a valued customer? Definitely not. I had no choice, my insurance chose them. I keep holding on hoping they’ll get it right but at this time I’m losing hope.

  

  Business Response

  Date: 07/25/2022

  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,
  Angela

• Initial Complaint

  Date:07/21/2022

  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.

  Contacted Safelite AutoGlass on Friday 07-15-2022 to report a broken window on our van. Earliest they could schedule an appointment was on Tuesday 07-19-2022 at our home. Technician showed up and replaced the window as scheduled. We paid a $250 deductible as required by our insurance company. The complaint is the clean up by the technician after the window replacement. After the technician left we discovered broken glass inside of the van, on the driveway and on the grass. We were told by the technician not to disturb the window for at least 24 hours and that is why we did not discover this mess until the next day. The 2nd part of the complaint is the lack of communication with the local office. We immediately called and asked to speak with the manger about our situation and no one answered and we never got a call back. We contacted our insurance company and they could not get hold of anybody. We called the technician that installed the window and he said there was another technician in the area that would come by but nobody showed up. Finally our insurance received a call from the company and a different technician showed up on Thursday 7-21-2022 to clean up the previous technicians mess. Our complaint is this: unprofessional work of clean up by the first technician and lack of response by the manager. On a side note, the 2nd technician that came out said he was sorry for the mess that we had and said he would call the first technician about his sorry work methods and the way he left our vehicle. Our vehicle is a handicapped accessible van for our daughter and because of the mess with the shattered glass still in the vehicle we could not safely transport our daughter for two days.
  At this point I am extremely disappointed in this company.

  

  Business Response

  Date: 07/22/2022

  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 spoke with your wife. 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, to see what can be to get a resolution for this issue
  
  Sincerely,
  *******

  Customer Answer

  Date: 07/26/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 17601217
  
  
  
  I am rejecting this response because: the unprofessional conduct of the technician and lack of response from the manager regarding this matter is ridiculous.  I still want my refund.
  
  
  
  Regards,
  
  
  
  ***** ********

  

  Business Response

  Date: 07/26/2022

  Hello, 

  We are able to offer you $100 check for the customer service that you received and we apologized this occurred. Please let us know if you accept this offer and also management has been notified of this situation. Please also let me know a mailing address that this check can be sent to. 

   

  Thank you

  ****** 

• Initial Complaint

  Date:07/21/2022

  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 have had to try to call and email this company for a year or so because they haven't finished my warranty work from when I had my windshield replaced on my 2018 Honda Pilot. They were supposed to replace the side trim pieces around my windshield as they wouldn't adhere as they should. They told me they would get them ordered and be in touch. I did manage to get in touch with a person a few months ago and they said the order had been canceled and they would get it put in and let me know when they would be coming to fix it. I have never gotten any phone calls back from them, I have filed a warranty issue on their website since you can't talk to a person and those have gone unanswered as well. Winter is on its way again and I need my vehicle fixed and they need to finish the job.

  

  Business Response

  Date: 07/25/2022

  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: 08/01/2022

  I have no idea why this says it would be done in Chicago. Someone from the shop in Baxter, MN came on 7/29 and fixed the clips on my moulding strips. The edge of the bottom of my windshield is visible because it wasn't done correctly so now they will be coming to actually replace the moldings which should have been done to begin with. Appointment date is 8/8/22 so hopefully it will finally be completed properly then.
  I am rejecting this response because:
  

  

  Business Response

  Date: 08/02/2022

  Hello, 

  I am not sure why it states Chicago I do not reflect that. But I spoke with Megan out of the Correct shop in Baxter she stated that --Yes this will be completed out of Baxter. She actually have a different job out that way tomorrow was going to see if you were available for that time too. 
  

  She said this is now being corrected with her directly to ensure we turn your customer experience is turned around.
  
  Please look for Megan's follow up call. 

  Thanks so much

  Angela 

• Initial Complaint

  Date:07/19/2022

  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.

  Safelite came and replaced my windshield on my truck ( value is above 85k ) the guy didn't know what he was doing I come to find out after. A day after the windshield had been replaced I popped the hood to discover all of the plastic pieces and rubber pieces shoved in the corner and on top of the engine because he couldn't figure out how to put everything back together. The following day after that I was driving to work and looked at my rearview mirror to discover the plastic covering had been broke and wasn't clasp tight like it should have. Fast forward to 4/18/2022 I was on the way to work and there is a nonstop rattle from the windshield. I called safelite 32 times yesterday and each time the phone hung up. Today I have called another 11 times and each time the phone rings 3 times, to which an automated voice tells me my call cant be accepted and hangs up. This will be the LAST time this company receives ANY business from me after they make it right.

  

  Business Response

  Date: 07/20/2022

  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 to 1-800-638-8958 and we can set a warranty appointment as soon as possible. 
  
  Sincerely,
  ******
   

  Customer Answer

  Date: 07/21/2022

  [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:07/18/2022

  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 7-15-2022 I called to have a windshield installed that was removed weeks prior. The windshield that was removed was fine, no scratches ect. All I requested was to come and install the old windshield. Installer showed up to my shop and I handed the windshield to the tech, I said here is the windshield to install, He said ok. He mentioned it needed recalculated when done. I said fine. I will drive to their shop to recalculate, so I did. On the following Monday I called for an invoice so I could pay them. They sent me an invoice for a recalculation and a new windshield. I told them multiple times I have the original windshield to install, So they put a new windshield in and did not save the old windshield. They threw it into their recycle bin, garbage. and left without telling me. |I did not sign a work order for a new windshield. I did not want a new windshield. I did not need a new windshield. I just wanted the old windshield installed. I did not authorize the replacement of the windshield.

  

  Business Response

  Date: 07/18/2022

  Hello, 
  
  We are sorry for this concern. Since we did acquire this company and the windshield was already removed, we were required to install and bill for a new windshield. We are going to correct the billing as customer delight and send a new invoice for $700 total. The amount remaining of $324.98 will be charged to my call center for customer service issues.
  
  Let me know if you need anything else. 
  
  Thanks,
  ******
  **************

  Customer Answer

  Date: 07/20/2022

  [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:07/17/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an appt for safelite to come to my home to replace my windshield. 15 minutes before my appt, the technician called me and told me that “he forgot the glue” needed to install my windshield. He then asked me to come to the shop which is quite a ways from my home. I agreed to go to the safelite shop. The technician who was supposed to come to my house came out and looked at my windshield. The tech told me “no problem we can replace that”. He pulled my truck into the garage. Not 3 minutes later he pulled my truck around the front and told me that “the manager will not replace your windshield”. I asked why and the reason was ridiculous. The manager didn’t even have the guts to come and have the common decency to talk to me. I told the tech I was sorry that I left my vape pen in my truck. I have a NYSMM card. The tech then offered up to me that “no worries everyone in our safelite shop ‘tokes up’ all day every day”. Why would you offer that information up to someone you’ve never met? How much shoddy work comes out of this safelite location. I was absolutely livid, and seething when I left the vestal ny safelite location. Had the tech come to my home, as originally agreed, my windshield would have been replaced and I certainly wouldn’t be contacting the BBB. Safelite is a shoddily run company who openly admits that everyone in the shop smokes marijuana concentrate “all day every day”. I’m still in disbelief. I tried contacting safelite myself and got nothing but a run around and major finger pointing. Any help the BBB can offer, I would be greatly appreciative. Thank you please, enjoy your day, and thank you for your help.
  ***

  

  Business Response

  Date: 07/18/2022

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

  Customer Answer

  Date: 07/29/2022

  I clearly don’t understand how the BBB works. I thought I responded to you? I will dig to find that email. I wanted the matter rectified. The last response I got from safelite was they were working on it? I’m kind of upset and honestly confused. I don’t like this response at all. Plz contact me.
  ***
  
  Peace and Love-No War!

  

  Business Response

  Date: 07/29/2022

  Hello, 

  Safelite is covering this install up to $372.91. I have set an appointment for you in shop. Please see the details below and call 1-800-638-8958 if you need to adjust the scheduled times. 
  

  Appointment: 8/11/2022

  9:30 AM

  Service Type: In Shop

  Service Location: 313 VESTAL PKWY E

  VESTAL, NY 13850 DW01993GTNNOEM -WINDSHIELD

  Work Order Number: 692463

  Thank you

  ****** 

  Customer Answer

  Date: 08/25/2022

  I cannot come to an acceptable agreement w safelite. They false advertise. They blast millions of dollars of commercials where they “come to my location”. This statement is utterly false. The original appointment I had, their tech person called me 15 minutes before he was to arrive at my home. He stated that “he forgot the glue for my windshield”. After all of this run around I don’t feel safelite is a very good company. They are in fact a horrible company and highly misrepresented their product and claims. False advertisement by safelite pure and simple. Their final offer was $319 or something. I asked them , “what if the install costs more than your allotted $319”? I also asked whatever happened to them coming to my home to install my windshield. The ONLY way they would help me, was to drive to their location. No. I received no response from safelite whatsoever on my questions. I’m fed up, and done w safelite. I drove their once before and received some absolutely unacceptable behavior. They now wanted me to leave my truck in a garage to install my windshield where I couldn’t observe. No. After what I’ve been thru w safelite I honestly don’t trust them one iota. The only way safelite even attempted to rectify what they hadn’t done correctly the first time, was to leave my truck and trust them. I’ve lost complete trust in safelite. Safelite imho is a horrible company, who blatantly false advertises probably hundreds of times a day. The amount of rotations for safelite commercials is unbelievable on tv and radio. I got the royal screw by safelite, and I dont like it. This is my official response. Safelite came no where near rectifying any of my concerns. They did the absolute minimum. The absolute minimum by safelite is unacceptable to me.
  Thank you,
  ***
  
  Peace and Love-No War!