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:04/18/2025

  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.

  On 4/2/25, a windshield was replaced at Safelite Autoglass in **********, IN from 8:15 AM to approximately 9:30 AM. That same afternoon, around 4 PM, a crack was discovered. The issue was immediately reported to Safelite and a warranty claim was filed. I was told Safelite would replace it 4/7.That 4/7 date was rescheduled the next day by Safelite for 4/15. On 4/13 another crack developed in the windshield that was not there the prior day.On 4/15, Safelite said the glass was not in, but would send a technician to assess the windshield (2 weeks after reporting it); this is a different method than before. I asked why no technician was sent like this before, but was not given a proper answer. The technician was at my house for 4 minutes - which is confirmed by Safelite text messages. I never spoke to the technician.Safelite manager called after to deny the claim.I am upset because I do not believe Safelite acted in good faith. I immediately called in the issue the SAME day it happened and was left to believe it would be replaced. Safelite delayed getting someone out there and I believe used stall tactics to aid in denying the windshield be repaired.The warranty order # is Work order number: 01811-57163.

  

  Business Response

  Date: 04/21/2025

  Hello,

  I'm so sorry about this issue with your vehicle! I will be following up on BBB ID#-******** so we may reach a resolution. I am reaching out to the District Management and the ************************* Team regarding this issue with your replacement that you are referencing in this BBB complaint. I have informed them of the issue with your windshield installation and asked for an update so we may discuss next steps. I should receive a response in 1-2 business days regarding this issue so I may further assist. Once I receive an update on the situation, I will email you with the next steps. In the meantime, please let me know if you have any other questions. Thank you!  

   

  Sincerely, 

  ******* ********

  
  

• Initial Complaint

  Date:04/17/2025

  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 windshield got cracked the day before I went on a trip to ***** in August 2024. I went to the Safelite shop in ***** and paid to have the windshield replaced out of my own pocket As winter progressed in ** my truck started having issues - some gauges started reading incorrectly, I found that my drivers side foot well was soaking wet, and there were scratches all around my windshield surround. I took my truck to the Safelite store at home in ***********, ** and they found that the installation in ***** was done terribly causing all the issues I listed above. I have demanded a refund from the Safelite store in ***** since their work caused all of these issues and they caused damage to my vehicle. To this point, they will not refund the money I paid for the initial work, nor are they willing to pay for fixing the scratches around my windshield that they caused. I want a refund of my money and I want them to pay to fix the damage they caused to my vehicle.

  

  Business Response

  Date: 04/17/2025

  Good afternoon,
  
  
  I hope this email finds you well, I am reaching out on behalf of your recent submission and per our phone conversation will be working closely with you and both shops to make sure that we are able to resolve the issues at hand with the exterior paint scratches. I'm truly sorry to hear of your experience with us thus far. I've made the Store Managers aware that the carpet cleaning offer has been declined, and I will send updates to you as I receive them. Please feel free to reach out to me directly if you have any other questions or concerns, you can also reach our ************* Team at ************. We are open Monday through Friday, from 8am-7pm EST.
  
  
  Thank you for your time,
  ****** ****
  ************* Representative

  Customer Answer

  Date: 04/17/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23216990
  
  I am rejecting this response because: 

  I have not received any confirmation that the scratches will be fixed at Safelites cost and there has not been an offer of a refund from the original work that was done incorrectly in *****. As I have stated, I do not see how a business can justify keeping my money when the work was done terribly and the poor work led to issues with my vehicle and damage to my vehicle. As a business, the Idaho shop needs to be accountable for the poor work.
  
  Regards,
  
  *** *******

  

  Business Response

  Date: 04/23/2025

  Good afternoon,
  
  
  I hope this email finds you well, and I appreciate your continued patience in this process. I understand how frustrating it can be to deal with vehicle concerns, and I want to assure you that we have taken your feedback seriously. At this time, we are unable to accept liability for the paint damage, as the condition was documented during the first pre-inspection and falls outside of what we can assume responsibility for. However, I want to reiterate that the water leak has been addressed and resolved by the Placerville, ** location and we appreciate your willingness to allow us to correct the issue. While we are unable to move forward with further compensation, the previous offer of resolution provided by the field management is still available. Please let me know if you would like to proceed with this offer, or if there is anything else that I can clarify for you.
  
  
  Thank you for your time, 
  ****** ****
  Customer Care Representative

  Customer Answer

  Date: 04/24/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23216990
  
  I am rejecting this response because: As I have stated throughout this entire process, Safelite did horrible work that caused my vehicle to have a major leak and did damage to my vehicle. 
  

  Now, in their latest statement, they claim the scratches were on the pre-inspection report. This is a COMPLETE fabrication. My vehicle had zero scratches prior to the work in *****. This is just  Safelite being a big business bully. Terrible business, zero credibility. 
  
  Regards,
  
  *** *******

  

  Business Response

  Date: 04/24/2025

  Good evening,
  
  
  I hope this email finds you well, and I appreciate your continued patience as we work to resolve the matter. I understand this experience has been frustrating, and I want to assure you that I've continued to follow up with the **************** team to request a phone call to you. At this time, I have not received confirmation that direct contact has been made, however I have sent another request and emphasized the importance of resolution. The District Manager of the ***** location will be reaching out to discuss resolution, if you do not hear anything back, please reach out to me via email and let me know. You can also call our ************* Team at ************, we are open Monday through Friday from 8am to 7pm EST.
  
  
  Thank you,
  ****** **** | ************* Representative
  *************************** Way | ******************
  *******************************************************************************

  Customer Answer

  Date: 04/25/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23216990
  
  I am rejecting this response because: This gives zero resolution - no refund, no repairs. 

  Also, the image attached shows nothing.  There is nothing showing this is my Tacoma - no license plate, etc.  There is another white Tacoma in the background of this picture.  Also, this is not my dash mat in the picture, mine has a different pattern/finish.  Lastly, this picture does not appear to reference any scratch - scratch photos would be taken up close.  This picture and pre-inspection report are a total hoax!  If your SOP was to do a pre-inspection, then a follow up to your protocol would be telling the customer of pre-existing damage prior to performing work AND getting the customers approval to perform the work.  Furthermore - let me tell you the history of this 9 year-old Tacoma.  I bought in in February of 2024 from a collector with only ***** miles on it.  It was in climate-controlled storage and driven once a month.  Other than an oil change, the work done in ***** was the first project EVER done on this truck, so I know the scratches were not there.  Also, there is a **** that was found above the driver's side on my roof line.  It was discovered in *********** when the improperly installed windshield was replaced.  Your own franchise found this **** and identified it as adhesive from the job in ****** 

  I take meticulous care of my vehicle(s) and I know that Safelite is LYING about this pre-inspection BS!
  
  Regards,
  
  *** *******

  

  Business Response

  Date: 04/28/2025

  Good morning, 

  Per the discussion and agreement with the District Manager, Safelite would like to proceed with issuing a courtesy refund of the installation cost, $366.05. I have attached the document that will need to be signed and returned to proceed with payment. Please return the signed document via this email stream. Also, the witness portion will need to be signed by a legal adult of the age of 18 or older. 
  
  Thank you, 
  
  
  ****** ******
  Job Coach in Training

  Customer Answer

  Date: 04/29/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23216990
  
  I am rejecting this response because: 

  In my discussion with the regional manager there was no indication that by accepting a refund I would them have to release Safelite from all issues created by THEIR WORK to my truck.  I want my refund, and I expect Safelite to remain liable for any future issues with my truck resulting from their work.  I also was told it was too late to claim scratch issues from the work in *****, yet the Safelite in *********** revealed yet another scratch issue on my truck - from the work in ***** - when I had to have my windshield replaced correctly on April 5, 2025.  This is yet another example of Safelite continuing with absolutely terrible customer service!
  
  Regards,
  
  *** *******

  

  Business Response

  Date: 05/02/2025

  Good morning Mr. *********************** apologize for the delay in response. We have had the documentation re-reviewed by the field management and our legal team in which I have provided a revised document attached. The revision stipulates the warranty will be maintained, and that if any issues occur in the future that are believed to be related to the warranty, defective workmanship or materials, to contact us for escalation and set up the warranty appointment(s). Please proceed with returning the revised document at your earliest convenience. 
  
  Thank you, 

  ****** Dennis 

  Customer Answer

  Date: 05/05/2025

  [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:04/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally submit a complaint regarding the poor service and product quality I experienced with Safelite AutoGlass located in *********, ************** over 20 years of driving, I have never encountered the repeated windshield issues that I have faced in just the past five months after using this Safelite location. My initial appointment in December was concerning from the startit took over six hours to complete, and during the process, a part of my vehicle was either damaged or lost. Within a month of the replacement, a large crack developed in the new windshield without any major impact.Safelite replaced the windshield under warranty; however, another crack appeared just two weeks later while driving on a road with a posted speed limit of only 40 mph. Concerned there was a recurring quality issue, I personally visited the ********* location to seek assistance. Unfortunately, the experience was further soured by the rudeness and dismissiveness of the front desk staff, who showed little to no interest in resolving the situation.Despite giving them one more opportunity, I have now experienced yet another chip in the replacement windshield. In just five months, I have had more windshield damage than I have had in the previous two decades combined. Based on these repeated product failures and the poor customer service I received, I cannot recommend Safelite AutoGlass in *********, **, to other customers.I am seeking a formal acknowledgment of these ongoing issues, a refund for the faulty services provided, and an assurance that corrective actions will be taken to prevent similar experiences for future customers.Thank you for your attention to this matter.

  

  Business Response

  Date: 04/17/2025

  Dear **** ****,
  
  Im very sorry to hear about this. I called you and left a voicemail message and have sent you an email directly. 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. As you have advised receiving weeks after a windshield replacement under warranty. Our records show you are currently scheduled for a repair appointment in shop on, April 21, 2025.  I am glad we are able to assist you.
  
  We have escalated your concerns about customer service to our management team in shop who will educate staff. Please contact me via ************* at ************ if you need further assistance.
  
  Sincerely,
  
  
  ****** ******

  Customer Answer

  Date: 04/21/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23216818
  
  Dear BBB,

  
  I am writing to formally reject the businesss response regarding my complaint.
  

  I was physically present at the time I was informed by the front desk employee that the issue with my windshield was not a quality concern. The employee explicitly dismissed the matter without following proper protocol or advising me to schedule a quality review online, which I later learned was the required process. This failure to guide me properly effectively eliminated my ability to have the windshield inspected and potentially addressed under warranty.
  

  Additionally, the employee contacted me directly after the complaint was filed and denied making the statements in question. At no point did she offer an apology. This behavior reflects the way management at that location chose to handle the situation.
  

  The company has acknowledged that the front desk employee does not have the expertise to determine whether or not a defect is quality-related. Given this, and the mishandling of my initial inquiry, I believe I am entitled to at least a 50% refund on the cost of the windshield replacement. I was improperly informed that a quality review could not be conducted, which invalidated my opportunity for resolution through their normal process.
  

  Thank you for your continued assistance in this matter.
  
  Regards,
  
  **** ****

  

  Business Response

  Date: 04/23/2025

  Hello **** ****,
  
  Per our previous correspondence, the concerns regarding the interaction with the shop representative has been escalated to the field management for review and potential coaching. We apologize for the inconvenience and proper education on procedure has taken place. As a courtesy Safelite will offer a goodwill check payment of $100.00. Please provide the address for this check payment at your earliest convenience. 
  
  Thank you,
  
  ****** ******

  Customer Answer

  Date: 04/24/2025

  [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:04/16/2025

  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 through my insurance company two years ago through Safelite. Within a few months water began to saturate the "A" pillar on the driver's side. I brought vehicle back to Safelite and they eventually reapplied the windshield. This past February I was in ******* with same vehicle and water began to pour in from under driver console onto my feet during rainstorm. Upon returning to ******** I brought the vehicle to **************** and they stated an inch and a half of stripping was gone from around windshield causing water to leak into passenger compartment. I had them document the issue and brought the vehicle to Glass America so I could stop water from coming into my vehicle and not wanting to return to Safelite as they had been unable twice to repair the windshield. I contacted Safelite after repair was made due to their lifetime warranty on their work which I had to bring to another establishment to rectify. At first Safelite put me in contact with general manager to Safelite I had work done with but since I didn't have pictures of missing stripping they wouldn't honor warranty. I recontacted Safelite and spoke to a representative in ****** who stated I voided warranty once I had windshield correctly replaced by Glass America. I wanted the windshield replaced correctly and wanted no more water in my vehicle. I explained the second representative that I wouldn't bring my vehicle back a third time to Safelite if they couldn't do the job the first two times. I am only seeking a refund for my windshield replacement and not the two trips I made to **************** and subsequent cost of them diagnosing the problem, verifying the problem was rectified after Glass America completed the work and the subsequent rental car fees incurred for these two visits. I attached below the ***** dealership diagnosis and receipt from Glass America. The car's windshield no longer leaks water because of Glass America.

  

  Business Response

  Date: 04/17/2025

  Hello Mr. ************** style="color: rgb(0, 0, 0); font-family: "Times New Roman"; font-size: medium;">
  I'm so sorry about this issue with your vehicle! I will be following up on BBB ID#-******** so we may reach a resolution. I am reaching out to the District Management and the ************************* Team regarding the Water damage to the vehicle that you are referencing in this BBB complaint. I have informed them of the damage and that you would like a refund for the Safelite Service and asked for an update so we may discuss next steps. I should receive a response in 1-2 business days regarding this issue so I may further assist. Once I receive an update on the situation, I will email you with the next steps. In the meantime, please let me know if you have any other questions. Thank you! 
  
  Sincerely, 
  ******* ********

  Customer Answer

  Date: 04/24/2025

  I have not heard back from company yet after initial contact.
  
  Complaint: 23213766
  
  I am rejecting this response because: 
  
  Regards,
  
  ****** ****

  Customer Answer

  Date: 04/27/2025

  I spoke with a representative from the BBB explaining that outside of my initial message received from Safelite corporate there has been no follow up since.  They stated they were contacting regional coordinators to attempt to resolve issue.  At this time there is no settlement or offer and I am just attempting to keep complaint open per my conversation with BBB representative.  I will advise if further communication is received from Safelite.  

  

  Business Response

  Date: 04/29/2025

  Hello Mr. ************** style="color: rgb(0, 0, 0); font-family: "Times New Roman"; font-size: medium;">
  I have corresponded with the field regarding this issue and received the following update. The vehicle was water tested in ******, but the diagnosis pointed to the sunroof. Unfortunately, we have no evidence that our work was unsatisfactory; we have no photos and the glass was not retained for our inspection. If these criteria were met, we would have considered covering these expenses. Unfortunately, the warranty was voided when the work was done elsewhere without allowing Safelite to inspect the problem. 

  Sincerely, 

  ******* ********

• Initial Complaint

  Date:04/16/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a cracked windshield that needs to be replaced. We scheduled an appointment with Safelite. On the day of the appointment it was raining and the technician called and asked if I had a garage. I told him no and he said he would come and fix it regardless and would be at my home in 40 minutes. I waited 40 minutes for the technician to show up and tell me he was in fact not going to replace the windshield and reschedule the appointment. Even though at the point he arrived the rain had stopped (driveway footage shows this)Appointment number 2 - The technician shows up, removes a piece from my rearview mirror and tells me he does not have the correct glass and I would need to reschedule.Appointment number 3 - Technician shows up -puts back the piece on the rearview mirror - there is now a NEW CRACK on the windshield under the mirror where the part was replaced - and tells me he cant calibrate and I have to schedule A FOURTH APPOINTMENT. Not only do i have to schedule a 4th appointment - he is telling me that I have to drive 40 minutes to their shop - 40 MINUTES AFTER TAKING 3 DAYS OFF and still NOT having my windshield replaced!!! And a brand new crack!!!! (driveway footage can confirm this as well)

  

  Business Response

  Date: 04/16/2025

  Good afternoon,
  
  
  I hope this email finds you well, I appreciate you taking the time to speak with me today. I am truly sorry to hear of your experience with us thus far, and I appreciate you giving additional details. Per our conversation, I will be keeping you up to date as I receive correspondence regarding the situation. I have spoken with the Store Manager, and I let him know that I will be in touch to come to a resolution as soon as possible. While speaking with him, he did offer free wipers and was hoping to do the installation at a time that is more convenient for you. If you would like to accept this offer, please let me know a day and time that works best and I can coordinate with the shop to make sure that it can be done. I'll continue to stay in touch as I receive further updates. If you have any questions or concerns, please feel free to reach me directly via email. You can also call our ************* Team at ************, we are open Monday through Friday from 8am-7pm EST. Thank you again for your time and your patience, I look forward to resolving this with you.
  
  
  
  Sincerely,
  ****** ****
  ************* Representative

  Customer Answer

  Date: 04/18/2025

  [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:04/16/2025

  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 September they replaced my truck's windshield. It's now six months later and all the outside adhesion is peeling off the windshield. When we called about the warranty, we were told that it was normal wear and tear. I find it hard to believe that this is normal wear and tear as it never did that on the previous windshield. They are making lame excuses to not have to honor the warranty. This is sad that they claim a warranty but won't fix it.

  

  Business Response

  Date: 04/16/2025

  Hello and Good Afternoon!
  
  We greatly apologize about this matter and that you have no had the best experience with the Safelite shop and the work done on your windshield. I have spoken to you about this matter. You have even advised they will not honor warranty. I am one of the agents who will be looking into this matter to provide assistance. Again I greatly apologize and will be escalating this to the management team, they will help us provide further resolution. If you have any questions or concerns while we look into this, we can be reached here or ************. Once we have any updates we will ensure to reach out to you and help resolve matter. We appreciate you contacting us and hope you have a great day!
  
  Thanks so much!
  
  Devonta

  Customer Answer

  Date: 04/16/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23212615
  
  I am rejecting this response because: 

  They are investigating the matter. Nothing has been resolved and I would like the complaint to remain open until they contact me with the response to the investigation. 
  
  Regards,
  
  ****** ******

  

  Business Response

  Date: 04/17/2025

  Hello and good afternoon!

   

  We are reaching out as we understand you keeping the complaint open until resolve. Through our investigation and findings it has been determined that the matter being advised regarding the cowling is not something the safelite shop would be taking responsibility for.  We have included a photo to show the cowling has been dry-rotted and brittle from the age of the vehicle and cowl. Due to this the we would have to deny as the shop has reached out and provided denial for the matter as well. If you have any evidence that can show this is not a correct finding we would be more than happy to look over and pass along to management for further review. We again appreciate you contacting us and hope you have a great day!

  Thanks,

  Devonta

  Customer Answer

  Date: 04/23/2025

  Safelite said they would review this and call me with their findings. I never received a call. I have questions. If it was something that wasnt covered, why wouldnt they say something? Like point it out? I feel like they are just trying to get out of the guarantee. 

  

  Business Response

  Date: 04/30/2025

  Hello and good afternoon!
  
  We are reaching out as we provided an update to you regarding this matter through our investigation and findings it has been determined that the matter being advised regarding the cowling is not something the safelite shop would be taking responsibility for.  We have included a photo to show the cowling has been dry-rotted and brittle from the age of the vehicle and cowl. Due to this the we would have to deny as the shop has reached out and provided denial for the matter as well. If you have any evidence that can show this is not a correct finding we would be more than happy to look over and pass along to management for further review. We again appreciate you contacting us and hope you have a great day!
  

  Thanks,
  Devonta

• Initial Complaint

  Date:04/16/2025

  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.

  Our family had Safelite replace our 2020 ******* Santa Fe rear window on 4.10.2025. We spent over $400 for an advertised professional replacement.The technician damaged the paint on our vehicle while removing the adhesive protecting the broken window by quick jerking motions (on church surveillance video). When confronted, the technician stated that brand of vehicle was known to have bad paint. If this is true, which my spouse proved untrue when they "slowly" removed the adhesive tape, why would the technician not be more *******? The install process also chipped a few areas around the window. The window isn't installed flush on a corner and some interior panels were not reinstalled properly. The window also has etches on the glass corner and on the lower center.We reached out to the service center twice. Both times staff told us the manager would reach out to us. They have not. I'm assuming they do not want to assist. Not a good experience and I will not use their service again and will also have the my military base put them on a do not use list for personnel.

  

  Business Response

  Date: 04/17/2025

  Hello ***** *******, 
  
  Please accept my sincerest apologies for this poor experience you've had with us. Per our conversation we are addressing concerns of paint damages you believe were caused by the technician during installation, while removing adhesive. We clarified the payment amount of $471.77 for the glass installed has not been paid to Safelite. We have escalated this to the management team in the shop who has advised he will be contacting you today, April 17, 2025. Please reach out to me directly at ************** or reply to this email going forward as correspondence.
  
  Sincerely,
  

  ****** ******

  Customer Answer

  Date: 04/28/2025

  *********** *******<******************************>	10:17 AM (3 hours ago)
  to**********************************************************************************************

  I do not wish to close this. You first response said I had 7 days.

  
  

  The business has not contacted me back.

  
  

  Please do not close.

  

  Business Response

  Date: 04/29/2025

  Hello ***** *******, 
  
  Please accept my sincerest apologies for this poor experience you've had with us. Per our conversation we are waiting for management to review and respond to the photo's submitted of your vehicle. Our management team in the shop will be reaching out to you directly once they have received a response. Please reach out to me directly at ************** or reply to this email going forward as correspondence.
  
  Sincerely,
  
  
  ****** ******

  Customer Answer

  Date: 04/29/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23212494
  
  For BBB.  We need to wait to close this out. The business needs time to get back with us so this will stay open until their official response. Thank you.
  
  Regards,
  
  ***** *******

  

  Business Response

  Date: 04/30/2025

  Dear ***** *******,
  
  I called you and left a voicemail message and have sent you an email directly. Per the conversation with the field management, a known recall/issue with the paint was identified in relation to the 2020/Hyundai/Santa Fe and have advised to refer you to the dealership to discuss the warranty process through them. Please be advised that the glass installation was completed in which payment is required and can be provided by contacting the Safelite branch at **************.
  
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 04/30/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23212494
  
  I am rejecting this response because: 

  Thank you for your email. 
  
  
  Unfortunately, we do not accept this response to the destruction of our paint on the referenced 2020 ******* Santa Fe. The technician vigorously ripped the adhesive tape off our vehicle during installation. When he was advised to stop, we then gently pulled the tape off with no issues. While there may or may not be a known quality issue with ******* paint, in this instance, it was the improper training or execution of task that led to this damage. In addition, if Safelite is aware of paint issues of certain vehicles and doesn't train their technicians appropriately or does train their technicians but the technicians fail to adhere to proper protocol, I find this alarming.
  
  Per our BBB inquiry, we requested the repair of the damage done to the vehicle to make us whole (which has estimated to be $1700).  While I can respect the thoughtful research Safelite performed to fault the vehicle rather than the technician, we would accept the dissolution of the final invoice to zero ($0) as good faith. This would allow us to get this issue corrected out of pocket.
  
  If you are unable to approve, that is understandable. We then request to get in touch with a team member that can, or alternatively, we request to get in touch with your arbitrage team should you have one.

  Thank you.

   

  Customer Answer

  Date: 05/01/2025

  Unfortunately, we do not accept this response to the destruction of our paint on the referenced 2020 ******* Santa Fe. The technician vigorously ripped the adhesive tape off our vehicle during installation. When he was advised to stop, we then gently pulled the tape off with no issues. While there may or may not be a known quality issue with ******* paint, in this instance, it was the improper training or execution of task that led to this damage. In addition, if Safelite is aware of paint issues of certain vehicles and doesn't train their technicians appropriately or does train their technicians but the technicians fail to adhere to proper protocol, I find this alarming.
  
  Per our BBB inquiry, we requested the repair of the damage done to the vehicle to make us whole (which has estimated to be $1700).  While I can respect the thoughtful research Safelite performed to fault the vehicle rather than the technician, we would accept the dissolution of the final invoice to zero ($0) as good faith. This would allow us to get this issue corrected out of pocket.
  
  If you are unable to approve, that is understandable. We then request to get in touch with a team member that can, or alternatively, we request to get in touch with your arbitrage team should you have one.
  Thank you.

  

  Business Response

  Date: 05/02/2025

  Good afternoon,

  Per discussion with the ******************* and Safety Quality Team, we have decided to proceed with absorbing the installation cost of $471.77 under our internal corporate account. No charges or collections will pursued and the warranty with Safelite will no longer apply due to the absorb. Please be advised that this determination was made as courtesy due to the inconvenience experienced. As previously mentioned, a known paint recall has been identified for the year/make/model of the vehicle in which a warranty applies with the dealership to have the paint issue addressed. 

  Thank you, 

  ****** Dennis 

• Initial Complaint

  Date:04/16/2025

  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.

  Approximately November 2024 my *** I8 was taken to safelite for windshield repair. I noticed the molding had adhesive and assumed same will cure overtime. January I took the vehicle back and safelite declined warranty but could not provide evidence of prior pictures that showed the adhesive on molding. I am looking for a refund or fixing of the issue

  

  Business Response

  Date: 04/16/2025

  Good Afternoon,
  
  I am one of the ************* Agents that has been assigned to your case. I have reviewed the complaint and work order. I do understand that you had a replacement service in November 2024, and came in for a warranty service in February 2025. This was for adhesive that was on your moldings. The shop has denied assistance under the warranty, and you do not agree with the shop's determination on this. You are requesting to be refunded or have the moldings corrected. I have escalated this to our upper management team for further review and assistance. I will be continuing to monitor this case to ensure we do get someone in touch with you as soon as possible to further assit. Please let me know if there may be anything further we could assist with as well. Feel free to reply directly to this email, or give us a call in the ************* department at ************. Thank you and have a great day!
  
  Dakota G
  ************* Representative

  Customer Answer

  Date: 04/16/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23211961
  
  I am rejecting this response because: 
  When a complaint was previously submitted and when a ****** review was posted approximately 2 months ago I was advised that I would be contacted by the team. I was also advised that my issue will be escalated. Until this matter is resolved completely I will be rejecting responses.
  Regards,
  
  Shaqeeb *******

  

  Business Response

  Date: 04/16/2025

  Good Afternoon,
  
  This has been escalated to our upper management team, and this case is currently under review. I will be continuing to monitor this case to ensure we do have someone from the management team reach out to you as soon as possible to further assist with the molding concerns. Thank you and have a great day!
  
  Dakota G
  Customer Care Representative

  Customer Answer

  Date: 04/17/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23211961
  
  I am rejecting this response because: 
  I have included pre inspection photos from the business(Safelite) that shows no adhesive is applied to window molding. The other picture shows adhesive applied after serviced at the business. These are damages to the window molding that were not preexisting.

  
  Regards,
  
  Shaqeeb *******

  

  Business Response

  Date: 04/17/2025

  Good Afternoon,
  
  I have been advised by the Safelite shop manager that they coordinated an inspection of the molding for this coming Monday 4/21/25. Once the shop has been able to inspect this in person, we will better be able to determine how we can assist. Please let me know if there may be anything further we can assist with. Thank you and have a great day!
  
  Dakota G
  Customer Care Representative

• Initial Complaint

  Date:04/16/2025

  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.

  18 days ago I ordered mobile service online to have my windshield replaced by Safelite. Within minutes I received an email stating a technician would be coming out to replace my windshield. I notice they had the wrong windshield selected so I tried calling to correct that and after a hour being transferred around and being placed on hold I spoke with the shop that would do the installation. I was told they had to order the glass and they would have to cancel my appointment while they waited on the delivery of the part. Three days later they said they got the windshield in but had broken it and would have to order another one so they needed to reschedule my appointment again. Three weeks into this I received an email stating to bring my vehicle in by 10:00 am to have the windshield replaced. I once again was placed on hold by the automated system for 40 minutes only to have someone tell me I now need to make another appointment to get the mobile service. I am extremely disappointed because after waiting three weeks and three different quotes I still do not have a windshield installed. This is the worse service I have ever encountered, and nobody taking responsibility for their actions.

  

  Business Response

  Date: 04/16/2025

  Hello ***** Edward ************************** accept my sincerest apologies for this poor experience you've had with us. Per our conversation we are addressing concerns of lack of communication from our shops regarding appointment cancellations. We confirmed your insurance has approved your OEM requested windshield and your responsibility for the deductible amount. We have clarified that the previously quoted amount of $502 was for a standard aftermarket" windshield. We have you scheduled for a mobile appointment today, April 16, 2025, and I will be following up with you after your appointment. Please reach out to me directly at ************** or reply to this email going forward as correspondence.
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 04/16/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23211739
  
  I am rejecting this response because:   They came to my home today with the wrong windshield.  Another waste of time
  
  Regards,
  
  ***** *****

  

  Business Response

  Date: 04/17/2025

  Dear ***** ****** *****,
  
  I am very sorry to hear about the inconvenience you have experienced with us. We have replaced your windshield with the *** glass verified to match with your vehicle's VIN number. Unfortunately, we are unable to meet the cosmetic requirements you are requesting.  I do assure you we made attempts to find the specific windshield you have requested.  We have escalated this to the management team in the shop who have advised your claim has been cancelled to allow you to use another glass shop as you have requested. We do apologize and the *** windshield that has been installed is at no cost to you. If you need further assistance, we can be reached at ************.
  
  Thank you,
  
  ****** ******

  Customer Answer

  Date: 04/17/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23211739
  
  I am rejecting this response because: To add insult on insult at no time have anyone address the way I was talked to.  The district manager was extremely insulting.  No you did not replace my windshield and after I spoke with Mercedes they assured me what safelite presented was not the correct replacement windshield.  ******** said they have to order this windshield.  They said there are two different windshields for my vehicle .This has nothing to do with cosmetic appeal but everything to replacing the original parts with original parts.  The windshield is much more expensive than what safelite offered which would hurt the resale of the vehicle.  As I mentioned I am highly upset with what was done and the way I was spoken to.  The district manager should face some consequences for the manner he talked to me.  It is and will always be my choice of where I spend my money.  I will never except anyone talking to me in that manner. After wasting 18 days of my time apologizing will not work.  I have also complained to my insurance in ref to this matter.  I am a customer and did not deserve this manner of lack of professionalism.  Make no mistake safelite did me no favors as you tried to insinuate in this reply.  Please respond to the Attorney Generals complaint it will be interesting to what reason safelite gives to his office for why I was given several quotes as well.
  
  Regards,
  
  ***** *****

  

  Business Response

  Date: 04/22/2025

  Dear ***** Edward *************** am very sorry to hear about the inconvenience you have experienced with us. We have replaced your windshield with the *** glass verified to match with your vehicle's VIN number. Unfortunately, we are unable to meet the requirements you are requesting. I do assure you we made attempts to find the specific windshield you have requested.  We have escalated this to the management team in the shop who have advised your claim has been reopened so that he may use another vendor as you have requested. We do apologize and the *** windshield that has been installed is at no cost to you. If you need further assistance, we can be reached at ************.
  
  Thank you,
  
  ****** ******

  Customer Answer

  Date: 04/22/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23211739
  
  I am rejecting this response because: As I mentioned several times Safellite did Not replace my windshield and your district manager **** was extremely rude unnecessarily to me.  My wife was right there listening to the conversation.  You did not mention that call at all.  
  
  Regards,
  
  ***** *****

  

  Business Response

  Date: 04/23/2025

  Good afternoon, 

  We apologize for the inconvenience. Due to Safelite not being able to source the specific piece of glass requested, the claim is open to be reassigned to the vendor of choice that will be able to assist with the sourcing of the parts needed. I have attached a copy of the work order for reference. Please refer to insurance for further assistance at this time. 

   

  Thank you, 

  ****** Dennis 

  Customer Answer

  Date: 04/25/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23211739
  
  I am rejecting this response because:  Safellite has yet to address the manner I was spoken to by the district manager.  There were several mistakes made by this shop including not providing the mobile service I requested on 3 occasions.  It goes without saying I will never use your services again.  However training needs to occur on how to speak to customers and to always tell the truth.  This was more than an inconvenience it was extremely disrespectful how **** talked to me over the phone.  I never need your approval to spend my money else where as you keep applying I do.  I had the windshield replaced at the ******** dealership and had no issues because they used the glass that matched the vin.  I did not have to wait 19 days but 3 hours.  You have loss me as a customer for life.
  
  Regards,
  
  ***** *****

  

  Business Response

  Date: 04/29/2025

  Good afternoon, 
  We apologize for the inconvenience. The concerns have been escalated and appropriate coaching has taken place regarding the experience mentioned. Due to Safelite not being able to source the specific piece of glass requested, the claim is open to be reassigned to the vendor of choice that will be able to assist with the sourcing of the parts needed. Please refer to insurance for assistance with reassigning the claim to your vendor of choice. 
  
  Thank you, 
  ****** Dennis 

  Customer Answer

  Date: 04/30/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23211739
  
  I am rejecting this response because: To waste my time for more than a hour is not practical or professional but your company wasted 18 days of my time for a job that took the dealer 45 minutes.  No lying no excuses and no waste of time.  Myself and wife were treated with respect and shown appreciation for choosing that dealership.  Coaching does not address the insulting manner I was talked by ****.  Again this company has major issues and I will never spend another dollar with Safellite.  Please do not continue to say the same thing over and over.  You cost me time from my job having scheduled three appointments and finally more time driving a hour to get the windshield replaced.  Customer ratings do not seem very important to Safellite or its ownership.  Apologies are not going to fix this.  This was a serious breach to me and my family.
  

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

  

  Business Response

  Date: 05/01/2025

  Good afternoon, 

  We once again apologize for the inconvenience experienced. Per our discussion with he District manager, Safelite is unable to source the *****/etched glass as requested. The *** factory glass was offered in which the field provided the option of the ***** sticker which would be the only alternative available for Safelite to proceed with service. Safelite has released the service as previously mentioned so that the claim can be reassigned to the vendor of choice. We apologize for the experience, however no further actions/escalations can be taken. Please refer to your insurance for further assistance. 

  Thank you, 

  ****** Dennis 

  Customer Answer

  Date: 05/01/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23211739
  
  I am rejecting this response because: Somewhere along the lines you seem to believe your company has done me a favor.  It has always been my choice with my insurance to utilize satellite or any other company.  I am not asking for anything to be escalated but to understand the facts and to have a record of the facts.  Fact I was misled in believing that the windshield was obtained from a ******** dealer. Fact 2 I was rescheduled on three separate times for in house repairs instead of the remote appointment I asked for and without my ok or confirmation and each time the day of the appointment I was notified of the change to my request via email. Fact 3 your district manager called me and was unnecessarily rude and over the top to the point I had to discontinue the call.  This was more than an inconvenience but poor attention to detail and awful customer care.  I am not sure what you mean by releasing this matter to another vender because I reached out to ******** and made the arrangements and I also dealt with my insurance so nothing Safellite did contributed to the actual work that was done.  I am totally discussed with everything that happened and the waste of time and effort lost with dealing with disrespectful folks that feel its ok to lie and treat customers as they do not matter.  Please address the AGs complaint I filed.  
  
  Regards,
  
  ***** *****

  

  Business Response

  Date: 05/02/2025

  Good afternoon, 

  Further correspondence on this issue will be addressed via the Attorney General. 

  Thank you,

  ****** Dennis 

• Initial Complaint

  Date:04/16/2025

  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.

  Our neighbor's son threw a rock and broke the window to our van. They offered to pay to have it replaced and scheduled a Safelite technician to come to our house. When the technician came to repair our window on January 13th, the window hadn't yet shattered, only cracked, so there was no glass inside our vehicle. The technician proceeded to break the window bit by bit with a hammer-like tool, spilling chunks of glass all over. Unfortunately, by shattering the window himself, he dropped a bunch of glass inside the car and inside the sun visor slit. I noticed after he completed the service that the sun visor was now stuck and, obviously, glass had fallen into the slit. I told the technician I didn't want to pull it too hard and rip the shade. He said he would take care of it and, ripped the shade in the process. He apologized and said Safelite would definitely take care of all repairs to the sun shade. Several days went by and I heard nothing. I called every week for about a month before finally speaking to the manager at the Safelite in *****. He, at first, refused to help, staying there was nothing they could do because the work was not handled through insurance, but then said to text him the details and they would take care of it. We have waited patiently and contacted Safelite several times by phone and through their website. I have emailed the Regional supervisor and have yet to hear back regarding the replacement of our sunshade that they broke.

  

  Business Response

  Date: 04/16/2025

  Hello and Good afternoon!
  
  I am reaching out as I have read over your complaint regarding the poor work and sunroof shade damage caused from the poor install. I am one of the agents assigned to your case and will be providing assistance. I have called you today to advise this information. I have sent emails to the higher management within that safelite location and are awaiting an update as to next steps and to what is being done to assist. If you have any questions or concerns while we work to find a solution, we can be reached here or ************. We again thank you for contacting us and we hope to resolve matter as soon as we can!
  
  Thanks so much!
  
  Devonta