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
- 1,916 total complaints in the last 3 years.
- 698 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/15/2022
Type: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 June 4rth I had a windshield replaced on my my car at Palm Springs Safelite location. I dropped the car car off all day for a morning appointment. The first day it rained, my windshield wipers made a clacking noise. I scheduled warranty work. I opened the hood and noticed that the cowl was completely loose and missing all of the original fasteners. On my warranty appointment the Manager was too busy to talk to me because he had a "mandatory Zoom call." The technician walked out to look at the car and said he could see the wipers were not installed correctly. I opened the hood for him and he saw the missing fasteners. He stated, "We will have to order these form the Mercedes Benz. It's ok to drive it around like that because the hood and wipers are holding it down and we don't get any rain here. We'll call you." 11 days later, no call. I've tried to contact the local office, the customer service department, nobody answers the phone.
Business Response
Date: 07/18/2022
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: 07/22/2022
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 17572736
I am rejecting this response because: Safelite did a at home appointment and forgot the parts. This is the 3rd visit.
Regards,
****** *****Customer Answer
Date: 08/01/2022
The clips were not brought to the appointment.
I had to drive to the location, ask for them, install them myself. What a disaster. Four tries to get the job done right and they still failed.
Regards,
****** *****Business Response
Date: 08/02/2022
Hello,
I have asked that **** the store manager contact you regarding this issue we are sorry for this trouble.
Thank you
******
Initial Complaint
Date:07/14/2022
Type: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 July 9 2020 I paid $334.49 to safelite. I prepaid online for a windshield replacement due to a substantial crack across my old one. I scheduled a drop off appt and dropped my vehicle off Friday evening. On Saturday 7/9 at 2:08 pm I received a call stating that my mirror was glued down and they couldn't put it back up. At 4:05 pm I received a call stainless my vehicle was ready for pick up. Upon arrival around 4:30 I went inside to get my keys and the gentleman at the desk stated he would come out and show me what he was talking about. During this I learned that the clips were broken and the guy claimed was due to it being glued down. I asked if they was going to leave my window like this and he informed me I had to buy the parts from Honda. I asked if my window would leak now because it appears like it would and he said no. Then he went back inside. I stood there extremely upset by this experience and took multiple pictures and planned to contact a service rep for further assistance. I reached out to safelite via thier fb messenger account and sent pics and was told to schedule a warranty replacement appt. I was informed they should have replacement parts on hand. I scheduled the appt. I later recipe a call from the hagerstown customer rep stated this wasn't a warranty issue and wasn't covered. I explained the situation and she repeated it was not covered. I have pics of the molding without glue residue and some dirt. Pics of grease left behind from them, dirt inside my vent I believe from the removal and molding.and pics of my sensor not attached. I have screens shots of them telling me to schedule the warranty appt. But that was canceled. I would like a refund so I can replace the parts they broke.Business Response
Date: 07/15/2022
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: 07/18/2022
They have not reached out to me via upper management as they stated they would.
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 17565969
I am rejecting this response because:
Regards,
****** ****Business Response
Date: 07/20/2022
Good Afternoon
I was notified by the shop manager that when the vehicle was inspected there were pre-existing conditions. We notified about the rearview mirror being glued together and the moldings were glued down from the previous replacement. We took pics to coincide with this. When you arrived the manager took you outside to show everything and stated you were understanding. He stated that you advised him “ they have had nothing but problems with this van even the sliding door coming loose”. And that you then thanked the manager and went to get in the van. The manager asked if there was any questions and he said you advised no. We had taken the necessary precautions to notify before starting the job and then showing the mirror where they actually glued it together and the moldings were put back in place and taped up for the glue to dry. At this time we are respectfully declining responsibility due to the pre-existing conditions of the vehicle before we completed the repairs.
If any questions or concerns feel free to reach out to me.
Thanks,
******Initial Complaint
Date:07/14/2022
Type: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 stone crack my windshield late October 2021 and I filed a claim with my insurance company Geico. Geico approved my claim and I made appointment with Safelite for December 2, 2021. I was informed they did not have the appropriate windshield and had to order it. I had 2 subsequent appointments at the Nashville location and was informed they did not have the appropriate parts and again had to order. As of today July 14, 2022 I am still waiting. Safelite has not kept me informed of anything and I have no answers from them. My crack in my windshield continues grow and I am concerned about safety issues. My claim number is ****************Business Response
Date: 07/15/2022
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
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 17565955
I am rejecting this response because: I need more specific information and a timeframe detailing what steps the company has taken to resolve the matter.
Regards,
******* *****Business Response
Date: 07/29/2022
Okay great thank you.Initial Complaint
Date:07/13/2022
Type: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 my back windshield replaced in December 2021 by safelite due to a shattered windshield. After it was complete the service technician told me that the broken glass would still be rattling around in the back tailgate of the van. I thought this was odd but expected him to know what he was talking about. About six months later my tailgate latch malfunctions and has to be taken to the dealership. They cleaned all of the glass out and stated that the problem occurred due to the loose glass left in the door. I had to pay $468 dollars for their services due to the technicians negligence. I feel like safelite should compensate me for that. They do not answer their phones or respond to any messages so I’ve had no luck resolving this directly with them.Business Response
Date: 07/14/2022
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,
******Initial Complaint
Date:07/13/2022
Type: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.
So on June 1 2022 my neighbor was mowing the lawn and his lawn mowed kicked up a rock and shattered my driver side window on my vehicle his insurance paid for it and had me go through safelite. Safelite came out and fixed my window and the guy called me and said he didn’t have a bolt but the window was in and now to roll down the window they would schedule another appointment to fix it and he left my keys in my car and left well when I got my keys I notice their were dents sticking outwards like nails about to poke through my door so I called safelite and they told me to have the next guy that comes to fix the window take photos. Well he came and I showed him and he called his manager but she wasn’t in the office and he got the okay to fix the window from the other manager that doesn’t deal with the claims and he told me she would call me back Friday. Well then I didn’t hear from them for about a week and finally another person called me from the sac office ( I have more to add running out of room) and he said he’d send out a guy to take photos cause he could really see them on the photos the second guy took. Well no one called me back for about 2 weeks I kept trying to get ahold of them was unable too and then today I sat on hold for 45 min the hung up on me and called me back and said that the damage was there prior from their before photos and that it’s common when glass breaks on car and I told her I had before photos it was not, the first guy installed the glass wrong and I have the photos when the glass first shattered and she said she’d send me everything time stamped in an email with the photos from all three times and she never sent them. And they’re not fixing the damage they did.Business Response
Date: 07/13/2022
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 we discussed your concerns further. 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 and we have requested the photos that you had from when the date of loss was reported. Please reach out via phone 1-800-638-8958 or email directly.
Sincerely,
AngelaCustomer Answer
Date: 08/02/2022
I am rejecting this response because: again those photos were from 6/28 and you guys falsely copied and pasted a time stamp that does not show it from that day it was cropped into the photos. I have all the photos showing it was not there prior, and the guys taking the photos on 6/16. The photos submitted to insurance shows no damage, and I know you guys took the pictures from the wrong day and are trying to act like they’re from 6/8 cause my vehicle was parked the other way and I was instructed not to drive my car from the insurance and they would give me a rental so I didn’t drive my car therefore it was parked facing another way and the photos you have were showing the reflection to when I moved my car on 6/16. And then Seth was seen taking those photos on my house camera I showed you. I also have photos from 6/8 with the different reflection. Sooooo again you guys damaged my vehicle with your poorly customer service that initially installed the window without the proper boltBusiness Response
Date: 08/02/2022
Hello,
We do apologize but we are not able to offer repairs for the damages to your vehicle and are respectfully declining this under our warranty and casualty loss as determined by management. We have offered a customer care delight good will gesture payment of $150 due to your troubles and we have not received an approval from you yet accepting this offer.
Thank you
Angela
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