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. has 649 locations, listed below.

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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.

  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
  ****** 

• 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 had my windshield replaced. The technician damaged parts on my vehicle and did not properly seal the windshield from wind. I have been waiting 3 months to this situation to be rectified

  

  Business Response

  Date: 07/27/2022

  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: 07/27/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 17492150
  
  
  
  I am rejecting this response because: the person on my case has not reached out after reaching out to safelight. I don’t sense an urgency form the corporation to rectify or refund for the work done and that hasn’t been completed. This is the worst experience I have ever had with a company that claims “ work you can trust “ which I in fact do not trust and will never recommend anyone to safelight. 
  
  
  
  Regards,
  
  
  
  ****** *******

  

  Business Response

  Date: 07/28/2022

  Hello, 

   

  I have requested the refund through the Store Manager David and I have asked that he contact you directly as well. We are sorry for this trouble.  

   

  Thank you

  ****** 

• 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