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.

close

Find a Location

Safelite Auto Glass, Inc. has 649 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:04/14/2025

  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.

  04/14 had a chip on my windshield went around the internet to find out what is the cheaper option to get it fixed called my insurance and they told me its gonna be a free easy repair i went to safelittle and they caused the damage to exceed it from a little chipped windshield smaller then a ***** to now a 3 inch crack since my deductible is so high since im young and I have new car insurance is saying im responsible for paying outta of pocket for this matter i called safelitte and there also playing the victim and saying its in our website we arent liable for any damages but its just not fair how they can take advantage of me and cause damage to my car and having no fault in it thats not how life works

  

  Business Response

  Date: 04/15/2025

  Hello and Good afternoon!,
  
  Thank you for contacting our office. Im so sorry that the repair of your vehicle has failed. While we do have a very high success rate with our repairs, there is no way to determine how the already damaged glass will react to the repair process. The outcome of a repair is affected by many factors, including but not limited to:
             - The age of the damage
             - The size and location of the damage on the windshield
             - Glass is a sensitive and unpredictable material
   
  Our chip repairs are done to preserve the structural integrity of the glass and not for cosmetic purposes. If the repair fails, i.e. it starts to crack out further or is not visibly pleasing; Safelite offers a money back guarantee where we will credit the cost of the repair toward the replacement of a new windshield; however, your deductible or out of pocket cost would apply. If you are interested in a quote, please feel free to contact us at ************. 
  
  
  Thank you,
  
  Devonta

• Initial Complaint

  Date:04/13/2025

  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.

  Horrible ! I was referred to take my car to SAFELITE as the service provider of my insurance company. When my car was returned to me, there was a substantial cut in the drivers seat. I notified the location and basically my concern was dismissed with an email and some photos! No concern of how this could happen and no action taken to find out. Just your seat was covered ! SAFELITE does not require your car floor to be covered - left dirty!! But you are suppose to believe they take the necessary precautions with your vehicle so that these incidents dont occur.

  

  Business Response

  Date: 04/14/2025

  Hello and Good afternoon!
  
  I am reaching out as I have read your complaint and greatly apologize about this issue and the damage to your driver seat. I did call you today to advise I will be the agent helping you find a solution on this ordeal. I appreciate the photos of the damages as that will help with the case. I will forward that information to management as well when speaking, I advised that if you have photos possibly that show there aren't any damages to the seat before safelite did the install would help as well. I hope you do have those but if not I will still escalate this matter to see what can be advised. If you have any questions or concerns as we work through this complaint, we can be reached here or ************. 
  
  Thanks again for reaching out!
  Devonta!

• Initial Complaint

  Date:04/13/2025

  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 February 12, I contacted my auto insurance provider, *****, to repair my broken windshield. They referred me to Safelite AutoGlass in **********. I scheduled an appointment for February 18 between 8:00 AM and 1:00 PM, but it was rescheduled to February 19 at 2:00 PM due to the need for camera recalibration. Since I was on a work trip to ********, my dad dropped off the car. I paid the $500 deductible upfront before pickup, and Safelite guaranteed a complete windshield restoration, including recalibration.On February 19 around 3 PM, the technician called and said the molding around the windshield was glued on by a previous repairer and broke during removal. I told him I had never replaced the windshield, so it shouldnt have been glued on, and asked him to proceed. I wasnt familiar with the molding and asked what it looked likehe said Id recognize it when I saw the car.On February 20, I was notified the repair was complete. My dad picked up the car. When I returned on February 21, I noticed the molding was missing. I called the shop and was told a manager would call backno one did. I followed up on February 24, asking if the molding would be repaired or replaced. The shop insisted the dealership mustve glued it on, despite me explaining I bought the car new and had never replaced the windshield.I contacted GEICO, who connected me with Safelites ****************** On February 28, they agreed to fix it and scheduled a return visit. But at the shop, the manager refused responsibility. I followed up again and was told a district manager would contact me. As of March 21, I still havent received a follow-up, and the molding remains unrepaireddespite Safelites guarantee and my $500 deductible payment.

  

  Business Response

  Date: 04/14/2025

  Good afternoon Queen,
  
  
  Thank you for taking the time to speak with me today. Per our conversation, I wanted to follow up to confirm that I've received your BBB submission and will be personally reviewing the details of your concern. I'm truly sorry to hear of your experience with us thus far and I appreciate you sharing your concerns. As mentioned, I also have reached out to our **************** and made them aware. During that time, I was informed that the Store Manager is out at this time but will return tomorrow, April 15th. I have relayed the details of the claim to Management via email as well. 
  I will be coordinating with the appropriate teams to ensure we have a full understanding of your experience. Once I've gathered all the necessary information, I will follow up with an update as soon as possible. If you have any additional information, questions, or concerns please feel free to reach out to me directly via email. You can also call our ************* Team at ************, we are open Monday through Friday from 8am-7pm EST. 
  
  
  Thank you for your time,
  ****** ****
  ************* Representative

  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: 23098378
  
  I am rejecting this response because: I was contacted by their representative that they will be looking into the issue on Monday 04/14 and also received an email from them after the call. No one has reached out to me after that last conversation. Its my understanding the manager from the shop will be back from vacation on 04/15. Im still waiting to hear back.
  
  Regards,
  
  ***** ******

  

  Business Response

  Date: 04/22/2025

  Good afternoon,
  
  
  I hope this email finds you well, and I appreciate your continued patience while we reviewed your concerns. After further discussion with the ***************** it was confirmed that the damage was preexisting and not caused by our service. Because of this, we are unable to offer a replacement of the part at no cost. However, as previously mentioned, we are still willing to install the part at no cost if you are able to source the part and cover the cost associated. We understand this may not be the ideal resolution, and I truly apologize for any inconvenience this may have caused. If you have any questions or would like to accept the offer, I would be more than happy to assist.
  
  Thank you for your time,
  ****** ****
  Customer Care Representative

  Customer Answer

  Date: 04/28/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23098378
  
  I am rejecting this response because: my molding was not damaged before being taken to the shop. It was broken at the shop and they want me to believe it came to the shop damaged.

  Im requesting for a video evidence from Safelite showing my windshield molding was previously damaged especially since I have not changed the windshield in the past. At some point the shop claimed the dealer who sold me the vehicle was probably who glued it. Safelite should provide video evidence of when the windshield was being repaired. 

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

  

  Business Response

  Date: 04/30/2025

  Good afternoon,
  
  
  I hope this email finds you well, and I appreciate your continued patience while we reviewed your concerns. After further discussion with the ***************** it was confirmed that the damage was preexisting and not caused by our service. Attached is a document that notes from the date of service which reiterates that the technician noticed this during the service appointment. Because of this, we are unable to offer a replacement of the part at no cost. However, in efforts to support a resolution, I have requested that a member of our **************** team reach out to you directly by phone to discuss further. As previously mentioned, we are still willing to install the part at no cost if you are able to source the part and cover the cost associated. We understand this may not be the ideal resolution, and I truly apologize for any inconvenience this may have caused. If you have any questions or would like to accept the offer, I would be more than happy to assist.
  
  
  Thank you for your time, 
  ****** **** | ************* Representative
  *************************** ************************
  *******************************************************************************

  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: 23098378
  
  I am rejecting this response because:

  Good afternoon ******,

  Thank you for your response.
  At this time, I have not received any communication from the **************** team. I was previously informed that a District Manager would be contacting me, even before I submitted my claim to the BBB, yet no one has reached out.
  Additionally, the attached document is not sufficient or satisfactoryit appears to be a generic note that could have been generated by Safelite at any point. To properly address my concerns, I am requesting video evidence from the date of service. When I initially contacted Safelite, one of your customer care representatives informed me that cameras are present in the shop. I am now asking for video documentation to verify the technician's inspection and the condition of the vehicle during the service.
  Until this is provided, I cannot consider this matter resolved.
  
  Regards,
  
  ***** ******

  

  Business Response

  Date: 05/02/2025

  Good afternoon,
  
  
  I hope this email finds you well, regarding the claim I have sent the escalation forward to the appropriate team and have also requested our **************** team reach out via phone to discuss further and work toward a resolution. Please don't hesitate to reach out to me directly via email if you have any additional questions or concerns.
  
  
  Thank you for your time,
  ****** **** | ************* Representative
  *************************** ************************
  *******************************************************************************

  Customer Answer

  Date: 05/09/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23098378
  
  I am rejecting this response because: Since I received the email, no one from Safelite has connected me. Still waiting on video evidence to proof damage was present at the time of repair
  
  Regards,
  
  ***** ******

  

  Business Response

  Date: 05/09/2025

  Good afternoon,
  
  

  
  I hope this email finds you well, I appreciate your continued patience as we review your concerns. I wanted to follow up regarding the request for video footage of the installation. At this time, we are unable to provide any video documentation, as this is not a standard practice during our service appointments. Following, our previous offer still stands that we can cover the cost of labor and materials if the part is sourced independently. If you wish to revisit the offer, please let me know.
  

  
  
  Thank you for your time,
  ****** **** | ************* Representative
  *************************** Way | ******************
  *******************************************************************************

  Customer Answer

  Date: 05/09/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23098378
  
  I am rejecting this response because: It is not satisyfory for Safelite to expect me to accept that my windshield molding was glued on when it went to the shop with no video evidence. Additionally from what I can tell the damage occurring your shop and to expect me to purchase the part is outrageous and upsetting. Why hasnt anyone reached back out to me. The lack of communication and disrespect for me as a customer makes it even more difficult to agree to your terms. The technician should have taken photos. Better still someone can schedule a time with me to come to the shop and review the video even if it wont be sent over through the BBB. Safelite and your technicians do not have integrity and the audacity to expect me to just agree to your terms when no one has even bothered to take a look at the cost of the part and try to meet me half way. It is safe to say your technician is lying without the evidence. I cannot and will not agree to your inconsiderate terms

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

  

  Business Response

  Date: 05/14/2025

  Good evening,
  
  

  
  I hope this email finds you well; I am reaching out in regard to the claim. I have reached out to our **************** team and am currently awaiting a response. Please know that we are actively working toward another potential resolution. I will provide further updates as soon as more information becomes available! If you have any questions or concerns, please feel free to contact me directly.
  
  

  
  Thank you for your time,
  ****** **** | ************* Representative
  *************************** Way | ******************
  *******************************************************************************

  

  Business Response

  Date: 05/22/2025

  Good morning,

  It was determined during the initial assessment and during the removal of the glass that the molding was glued down/damaged prior to our service, as shown in the notation attached. The following can be seen in the work order comments made by the Store manager ***** ********* on the day of service 2/19/25:
  
  SENT 920 *****.********* tech informed that drivers side molding was previously glued down and will not be able to go back after install is complete MANUALLY ENTERED NOTES 2/19/2025 12:11:09 PM

  As stated via previous correspondence the service area of the Safelite location is not recorded. At this time the field has offered to assist with the molding issue as a courtesy if the moldings are purchased out of pocket. Safelite would absorb the expense for the labor and additional parts needed - ranging around $230.00. This would not be a warranty issue as the problem was found to be pre-existing the Safelite installation. 

  Thank you,

  ****** Dennis 

   

• Initial Complaint

  Date:04/10/2025

  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 August 13th, 2024, my insurance company referred me to Safelite Autoglass for the replacement of a windshield. My windshield was replaced but there was excessive damage to my vehicle. The windshield was still cracked after the repair, there was glue everywhere, the cover to the rearview mirror was broken, the rain sensor was glued on to the vehicle in the wrong place, and there was a scratch on the center counsel from one of the tools used by their technician. The manager agreed to refund the deductible due to the damages. He never refunded the deductible and I had to dispute it with my credit card company. I was able to get the vehicle serviced by the dealership where the vehicle was leased. They had extreme difficulty fixing the vehicle and are requesting $4900 in damages before my vehicle can be released. I am without a vehicle and have been making a lease payment for a vehicle that was unsafe to drive prior to repair and now I can not drive it at all because the dealership will not released the vehicle without payment.

  

  Business Response

  Date: 04/11/2025

  Hello and Good afternoon!
  
  I am reaching out as I greatly apologize about this matter and that these damages occurred from your safelite replacement. I have looked into this matter and would like to help provide assistance. I did call you today as well and left voicemail to advise I will be the agent providing assistance. If you could please email us the estimates and the invoice for the amount the dealership is requesting. It will help us get this to the proper management team to help provide assistance as soon as possible. If you have any questions or concerns as we look into this complaint, we can be reached here or ************.
  
  Thanks so much!
  
  Devonta 

• Initial Complaint

  Date:04/10/2025

  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 was to get my glass replaced back in October 2024. Got there, they said they didn't have the glass. Made another appointment. I got a text from **** saying they received the glass, then another text saying still pending. The glass was pending from late October 2024 . I sent a text to **** asking an update. No response. Sent another text. He was on vacation. I called safelite to see what was going on, the agent said she would look into it. A week later she asked me to send her pictures of the glass I need replaced. I did. Then she tells me they don't work on rooftop glass. So we canceled the claim. I asked her to refund the money that I already sent safelite because of my deductible from progressive. Nothing. I tried to get ****** to help me get it back since I sent the money thru ******. Nothing. Then I sent safelite an email.

  

  Business Response

  Date: 04/11/2025

  Hello Mynina Ly, 
  
  Please accept my sincerest apologies for this poor experience you've had with us. Per our conversation we are addressing concerns of your deductible refund. We will be escalating this to the IT department who assisted with having technical issues resolved to release the funds back into the sent from account. Please reach out to me directly at ************** or reply to this email going forward as correspondence.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:04/10/2025

  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 took my car in to the ***********, ** location for a windshield replacement on 3/15 at 9:00AM. I dropped my car off and received a text at 9:34 am that service has begun on my 2021 ******* Elantra. I dropped my car off with no check engine lights or any issues, infact, I had just had it serviced prior to this appointment at ************************* in *********** as I like to maintain my car to ensure I have a quality vehicle. At 11:48AM on 3/15, I received a notification that service was completed and I also received a call from *******, the technician. I headed back to pickup my car, arriving at a little after 12pm to pick it up. ***** and ******* were at the front desk and gave me my keys to my car. They did not have me sign any paper work or notify me of anything wrong with my car other than the fact that they said not to get the windshield wet for 24 hours. I walked out to my car, start it up and immediately it began to idle rough and the check engine light was on. The car was very loud, which I don't have a loud car. I immediately shut the car off and went back inside and told ******* and ***** that my check engine light was on. They came out and hooked their diagnostic machine up to it. ******* didnt know what was causing it. I asked him if he noticed it when he started the car to drive it out of the garage and he said he doesnt pay attention. This incident that occurred in Safelites car ended up costing me $226.00 at the ******* dealership and I want that money refunded and nobody will call me back. Their customer service has been ignoring my emails and when I call they claim someone will reach out and its been over 2 weeks and Ive heard nothing. Check out the reviews for the Bentonville Safelite on ******. There are other similar cases. Safelite should take responsibility for the damage caused to my car during their care and the diagnostic that had to be ran on the car costing $226.00 plus my time of being inconvenienced and wasting gas money driving around

  

  Business Response

  Date: 04/10/2025

  Good Afternoon,
  
  I am one of the ************* Agents that has been assigned to your case. I understand that after the replacement service, your vehicle was not operating correctly. There was a check engine light on, and it started and idled roughly. The vehicle was taken to the dealership, where they advised wires were damaged by Safelite during the service. You are looking to have the charges for the dealership refunded back to you. I do certainly apologize for this, and this has been escalated to our upper management team for review and assistance. I will be continuing to monitor this case to ensure we do have someone reach out to you as soon as possible to further advise and assist. Please let me know if there may be anything further we could assist you with. Feel free to reply directly to this email, or give us a call in the ************* department at ************. We are available Monday - Friday from 8AM - 7PM Eastern time. Thank you and have a great day!
  
  Dakota G
  ************* Representative

  Customer Answer

  Date: 04/10/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23186311
  
  I am rejecting this response because: 
  
  I have not been contacted yet by Safelite. Once Ive been contacted by them I will close the case. 
  

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

  

  Business Response

  Date: 04/15/2025

  Good Afternoon,
  
  I do sincerely apologize that our management team has not reached out to you to assist yet. I have sent another escalation to our upper management requesting this, and I will be following up repeatedly until I can confirm they have been in contact with you. Please let me know if there may be anything futher we can assist with. Thank you and have a great day!
  
  Dakota G
  Customer Care 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: 23186311
  
  I am rejecting this response because: until management reaches out and refunds my money.

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

  

  Business Response

  Date: 04/16/2025

  Good Morning,
  
  I have received your message and passed this along to our management team for review and assistance. I do apologize for the length of time it has taken to review this case. I am continuing to follow up with management team to ensure this is being reviewed, and they contact you as soon as possible. Please let me know if there may be anything further we could assist with. Thank you and have a great day!
  
  Dakota G
  Customer Care Representative

  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: 23186311
  
  I am rejecting this response because: nobody has reached out to me to return my money. 
  
  
  Regards,
  
  ******* *******

  

  Business Response

  Date: 04/22/2025

  Good Afternoon,
  
  I do apologize that our management team has not yet been able to make contact with you. I have been advised by our District Manager that they have been attempting to reach you at the phone number listed on your work order *************), but they have not been able to speak with you directly just yet. I have informed them that you did reach out again today to let us know you have not spoken with anyone on this. I will be continuing to monitor this case to ensure we do get the management in touch right away. Please also let me know if there may be a better phone number, or other method, to contact you at for further assistance. Thank you and have a great day!
  
  Dakota G
  Customer Care Representative

  Customer Answer

  Date: 04/23/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23186311
  
  I am rejecting this response because: absolutely nobody has tried reaching out and there are no voicemails either! ************ and email is ********************* I can provide proof of phone records as well. I would like my money back. 
  
  
  Regards,
  
  ******* *******

  

  Business Response

  Date: 04/23/2025

  Good Afternoon,
  
  I do apologize that our management team has not yet made contact with you. I have informed them that you did reach out again today to let us know you have not spoken with anyone on this. I did advise of the best contact information you provided as well. I will be continuing to monitor this case to ensure we do get the management in touch right away. Thank you and have a great day!
  
  Dakota G
  Customer Care Representative

  Customer Answer

  Date: 04/23/2025

  I finally received a call from a number that said it was Safelite via caller ID at 12:33 today from ************. NO VOICEMAIL WAS LEFT. I was working during this time. I have availability via phone after 5pm cst or via email ********************* I will also gladly accept a refund payment for $226.00 and provide my address. I tried calling the number back and it was a fake number that immediately gave a dial tone and said number invalid. 

• Initial Complaint

  Date:04/10/2025

  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.

  Sometime during early November, 2024, I made an appointment with the Safelite repair center in ***********, ******* concerning a crack in my windshield and a date was set for 11/18/24 for repair. I was asked the usual information as well as my insurance carrier and account number. About three days before my appointment I was notified that they had not received a confirmation from the insurance company and I would be billed before work would begin. On November 18, when I arrived, I was told that everything was covered, was not asked to pay up front or told what the cost of the repair. The windshield was replaced and everything was in good order. On 01/15/2025, two months later, I received a letter from Safelite corporate office saying my insurance company did not cover the cost of the repair and it was now due. At no time was I contacted by the local facility to say there was a problem. This was rather shocking since I was told by the employee that it was covered. Had he said that the repair was not covered and told me the cost of the repair, I would have said no thank you, I dont need it replaced at this time. It was a small crack on the passenger side of the windshield that did not affect my vision.Either the employee is being dishonest or he and the company are running a scam to get business and then bill unsuspecting customers. I find this approach to business reprehensible. I am also filing a complaint with *************************************** and the ********************************. I want the amount due of $466.93 erased from my account.Invoice date: 11/18/2025 Amount Due: $466.93 Invoice: 00756776657_M

  

  Business Response

  Date: 04/10/2025

  Hello,

  I'm so sorry about this issue with your service! I will be following up on BBB ID#-******** so we may reach a resolution. I reached out to the *** department about the billing that you are referencing in this BBB complaint. The *** department stated there was no comprehensive coverage associated with this policy. Because there was no comprehensive coverage associated with this policy the insurance company denied payment. If you do believe there was comprehensive coverage and that this service should have been covered under your policy, please have your insurance company contact our *** department so we can have the situation rectified. If this is incorrect and there is comprehensive coverage, then the insurance would cover the service. However, as of now the insurance company is refusing payment due to lack of coverage.  Please contact your insurance company and have them contact us so we may have this situation rectified.
  
  Sincerely, 
  ******* ********

  Customer Answer

  Date: 04/14/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23182210
  
  I am rejecting this response because: They did not respond to the fact that I was told "everything is covered" when I brought my car in to have it repaired.  Had they billed me up front as they said they would do, I would NOT have had the repair made by them.  They lied to my face when I came in and then two months later try to bill me.  This is a scam on their part to lie to the customer and then bill them later.

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

  

  Business Response

  Date: 04/15/2025

  Hello *** ******, 

  We apologize about the frustration with this coverage. Per the verified coverage at the time of claim establishment, the information provided was per the information received from insurance. Further discussion will need to be with insurance as to the potential coverage of costs. Please contact your insurance company to discuss this issue with coverage. 

  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: 23182210
  
  I am rejecting this response because: They have not addressed the complaint.  They said they would collect the amount due when I brought the car in but instead told me everything was covered.  Then two months later billed me.  They should not lead people to believe that something is covered and then later bill them.
  
  Regards,
  
  **** ******

  

  Business Response

  Date: 04/17/2025

  Hello, 

  This is the information that was provided to us by the insurance company. This was initially billed to insurance; however, the insurance has declined to pay for the service. I have provided the invoice that we did bill the insurance company for the appropriate amount, and the zero-dollar deductible that was verified by the insurance company. Please call ******************* to discuss why they declined payment. If this payment being declined was an internal mistake via ********** they should be able to discuss payment for this glass replacement. Once the cause of the payment issues has been determined our *** department can assist with having the billing issue rectified (ICA) ************ Opt 1- Opt 3. Hopefully this helps! 

  Sincerely, 

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

  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: 23182210
  
  I am rejecting this response because: They continue to give the same information that does not address my complaint.  Read my complaint again.l
  
  Regards,
  
  **** ******

  

  Business Response

  Date: 04/21/2025

  Hello Sir, 

  Have you called your insurance? There is not much we can do if the insurance denies coverage. Please reach out to your insurance company to determine the cause. Thank you

• Initial Complaint

  Date:04/09/2025

  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 purchased a contract through Ultimate Titanium Plus ***************************************************************************************** ************, ** on 1/4/2020. I had 2 nicks (small) on my front windshield. I had taken in my car into Landrover in *************. My very nice advisor asked me if I wanted the nicks repaired and I said yes. He tried to get the company out that they use but Ultimate wanted Safelite AutoGlass to come out and do the repairs. Safelite Auto came out and cracked my windshield straight across. They told me this happens when they try to repair a small ******** the manager) and I did not have included on my contract number DA10652418, that if the glass was cracked by them that they would replace the windshield. I explained to them that I did not call them out my service man called them and their guy totally cracked my windshield. The guy was very rude. My daughter called and spoke to Giovani who said they would look into this and never called back. I know Safelite Auto Glass has garage insurance policies or ******************* policies when their driver is sent out to a job. I was given a number of ************, which I called and some buy answered the phone and told me that Safelite Autoglass sends out people from ****** to repair in *************. **********************************. Safelite refuses to help me and has hung up on my advisor several times when he called them about this situation. I am very upset as I would not have to get my WHOLE front Windshield replaced if this person would not have cracked it.

  

  Business Response

  Date: 04/10/2025

  Good afternoon,
  
   
  I am very sorry to hear about the inconvenience. I thought it would be helpful after reviewing your complaint to provide our repair guarantee which I have attached to my response. To elaborate, when a customer has a chip or a crack in their ******************** the windshield is considered compromised/broken. Unfortunately, there is no way to determine how the glass will react to the repair process. The outcome of a repair is affected by many factors, including but not limited to:
  - The age of the damage
  - The size and location of the damage on the windshield
  - Glass is a sensitive and unpredictable material
  
  Our chip repairs are done to preserve the structural integrity of the glass and not for cosmetic purposes. If the repair fails i.e. starts to crack out further or is not visibly pleasing; Safelite offers a money back guarantee to the paying party where we will credit the cost of the repair back to them; however, your deductible would apply if you have one. At this point, we are respectfully declining your request for us to take liability. If you need further assistance, we can be reached at ************. You can also reach me directly via email. I will also include a direct link for chip repair information. I have made management aware of the claim, and I will update you as I receive them.
  
  Windshield Warranty | Nationwide Auto Glass Warranty | Safelite
  
  
  Sincerely,
  ****** ****
  Customer Care Representative

• Initial Complaint

  Date:04/08/2025

  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.

  Safelite has a Nationwide lifetime warranty which states on their web site "Safelites nationwide lifetime warranty covers its glass replacement service against defects in material and/or workmanship for as long as you own or lease the vehicle. To qualify You must notify us within 30 days of discovering the defect. We are not responsible for any damage that results from your delay in notifying us within 30 days of discovering the defect."Notification was submitted to Safelite by January of a crack on the windshield caused by severe cold weather. The crack occurred while the vehicle was not in use, parked in a driveway away from the road. Picture was submitted with my request for a replacement service appointment. Upon service appointment arrival, I see the agent sent to my home to complete the order is the same agent that replaced my windshield in March of 2023. He stated the damage is not covered by the warranty, and stated there was an impact point. There was no impact point as the crack starts at the base of the glass, which seems to have cracked when weather temp was below zero. Escalation was then submitted to Safelite with no call back or resolution. I'm requesting a thorough 3rd party inspector if possible, and a replacement of the damaged windshield. I'm also requesting a different agent to complete this request of possible, other than **** from the ******* PA location.

  

  Business Response

  Date: 04/10/2025

  Hello and Good afternoon!
  

  We greatly apologize about this and that you are having issues with the glass that was replaced by safelite. Through reading the complaint you have had a warranty appointment with the one of the safelite shops and the warranty did not work out and you were told it was new damage. We sincerely apologize about this and want to help provide assistance. Due to this and you feel this is not correct. We have setup warranty for 4/11 with a different shop location to have them look over and access this crack. If they do determine that this is an Stress crack they will replace with no cost through warranty. If they do find new damage and not a stress crack it will be a new claim/work order. We appreciate you reaching out and will check in on the appointment to see what we can figure out. If you have any questions or concerns we can be reached here or ************.

   

  Thanks,

  Devonta

  Customer Answer

  Date: 04/17/2025

  BBB called the consumer using an automated calling system.  The consumer replied with a text message  with the number 1 indicating that their complaint was resolved and could be closed - see below for details:

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

  *****, **** 23179788

  Safelite Auto Glass, Inc.

  Apr 17, 2025 11:45 AM

  
  

• Initial Complaint

  Date:04/08/2025

  Type:Billing 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 ran into my garage approximately 2 weeks ago. My husband called safelite to put a new back window in that I shattered. They could not come for 2 days. I had to drive it. I had appointments. So I drive it in my town. Worked fine. They came put the window in. That same day as I drove it back into my garage. The latch kept coming open. It wears my battery done. So I end of with a dead battery. I took it to **** ***** in ********* ****. That girl said they did a crappy job putting the window in. Glass was left inside by the latch kept coming- which she said they could have gotten out. So with that glass left in there. Every time I opened my back - and shut it! It broke the latch. My back door to my 3018 Jeep will not shut. And have cancer. I have appointments coming up. I can not drive it cause it keeps trying to open. Runs the battery down. I called and talked to a *** from ************. He told me - was not his problem!!!! And refused to pay me the $1132 bill I have at the dealers!!!! It worked fine before he put the new window in. And now I cant drive it. Im disabled. I have a disabled son. I have no car!!!!! What will happen in an emergency?! The *** said I could buy a use part!!! Where?!? And who will put that in by this Thursday?!? Not them?!?! He was rude. And said it wasnt his fault - yet he wasnt the one who repaired it!!!! So he has no clue. I want them to pay for this

  

  Business Response

  Date: 04/08/2025

  Good afternoon,
  
  
  I hope this email finds you well, you may have received a voicemail from myself and I just wanted to reach out and first and foremost apologize for the experience that you have had thus far, and that we have received your BBB submission. I have reached out to the shop and made them aware as well, and let them know that I will be reaching out for further correspondence. I will be taking a further look into the claim and keeping in touch to make sure we can come to a resolution as soon as possible! In the meantime, if you have any questions or concerns please feel free to reach me directly by email. You can also call our ************* Team at ************, we are open Monday through Friday from 8am-7pm EST. 
  
  
  Thank you for your time,
  ****** ****
  ************* Representative
  

  Customer Answer

  Date: 04/09/2025

  I called and talked to a *******. Who was from ******* ****. He was rude when I told him what happened and he said - its not his problem. I asked if he was the one that put the new window in. He said no. He told me he could get a used part. I told him I would still need to hire someone to put it in. He told me he could!!!! What?!?? I asked these people over 5 times about my latch. All told me I had to take it to a mechanic to get the latch fixed they couldnt do it. Now he says they can?!? Why didnt they fix it the second time I had them look. That guy also said he could not fix it too!!! Well whos lying here?!? If they can fix it?! Then it should have been fixed that first day when I called them. And the second day when a guy came and looked   I need my car. I took it to a mechanic cause thats what they told me to do. **** ***** told me they did a terrible job putting the window in. Glass everywhere. And that they broke it. Not me!! I asked them to write that statement down they said they didnt want to get involved. I have there warranty. Look at that. To me. Its proof they are responsible. And should pay for this. I had to order the part. Put $800 down and the total bill is $1132!!!!  Im sick. Kidney disease, heart disease, cancer. Im making weekly trips to drs. Im disabled my son is disabled. The car wont shut off it runs the battery dead. I cant even drive it in town. My husband works. I cant use his car. The dealership wont give me a car. Ive waited months to see these specialists in *********. I can not cancel. I need my car fixed asap. I told this lady u got the message from. That I wil not talk to anyone in te phone. I need it in an email so I have proof to what they are saying to send to u!!! Plus they have been so rude. Im sick. I dont deserve this. I drive my car after ithe window broke. It worked fine. The minute the guy put the window in and drove away I pulled it into my garage. And it happened then!! 14 seconds after he was gone. I want them to pay for this. I did not do it. Im sorry if the dealership refuses to write it down. But thats what they told me!! Im too sick to lie. Why would I lie if Im in bed sick yet have to do all this. Waste hours of my time while Im supposed to be resting. I just had surgery!!! I want to be left alone. So why would I file a complaint if I did it. I have ethics. I wont do this unless I was for sure they did it.  Look at the warranty 

  

  Business Response

  Date: 04/16/2025

   Good afternoon,
  
  
  Thank you for reaching out. I understand your frustration and appreciate you taking the time to follow up. As previously discussed, the deterioration of the latch mechanism occurred following the damage to the back glass and was not a result of any defect in Safelite's original workmanship or materials. Additionally, since repairs were performed by a dealership without prior authorization, we are unable to approve reimbursement beyond what has already offered. 
  
  Our original offer of $150 toward the part was made as a goodwill gesture, despite the situation falling outside our warranty coverage. That offer remains valid, but we are not able to offer further compensation. This includes the additional amount requested for travel, time, or dealership assessments. 
  
  I also want to note that while we respect your right to seek legal counsel or pursue additional steps, our handling of this matter has been consistent with both policy and warranty terms. Should you wish to accept the original offer, please let me know. You can reach out to ******************************** moving forward, we have made them aware of the request but ultimately, the decision is made by the field.
  
  
  Thank you for your time,
  ****** **** | ************* Representative
  *************************** Way | ******************
  *******************************************************************************

  Customer Answer

  Date: 04/23/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23176112
  
  I am rejecting this response because: 
  These people told me to take it to a dealer!!!! I talked to 3 different people. They all told me they could not fix the latch. That glad gets in there all the time. It happened a lot. But they dont have tools to fix it.  So I told him that what if I take it to the dealer. His redone from the warranty people was to contact them again!!! My car worked fine when the window was broke out. I drove it all around my town since it was a nice day. No problems. I backed it out of my garage when he came to put the window in. He left and I went to pull my car in the garage - the latch would not shut!!!! It kept trying to close. It wore down my battery!! I could not drive my car. I called as soon as that *** left. They told me to take to dealer. And I said I wanted them to look at it  They had a *** from the warranty come the next day. He was the one who told me - happens all the time. Glad gets inside the latch. And breaks it. But they do not have tools to fix it. Take it to a dealer!!! So this company is lying to u!!! 3 people told me to take it to a dealer. Do I did. The dealer told me - they did a horrible job putting the window in. Glass everywhere. And thats what broke the latch!! I asked them to write that down. But they said they did not want to get involved. But they told me this!!! They had to order a part. I had to put money down! I have kidney disease, cancer and more health problems. Im making trips to drs 2 hours away!! I had 4 ************ coming up. I could not cancel. It would take months to get back in. I need treatments. I told all this to Safelite multiple times!!! Then ******* called and told me he could get me a used part. I said - I would still need to pay so wi e to put it in since they do not have the tools. He then said - he could fix it!!! What?!? I had over 3 people tell me they could not fix it!! So now all of a sudden they can?!? How long would it take to get a used part? Too **** long. I had Dr ************ I had to go to. I could not drive my car cause the battery would go dead. Since the back would not shut. I couldnt drive it. I could not wait for a used part.  So whos lying? 3 people said they couldnt fix it. And take to a dealer. So I did. This lady is lying!! She also made a very rude comment about the dealer ver charging me.  Yet the window they put in - cost $200!! They charged me $577!!!! So again whos the liar?!?! They are!!!! I want them to pay me $1500 for the damage they caused. They broke it. And the *** told me they do it all the time. So please tell this company that they are liars!!!! And that I have emails to prove it.  The dealership was also ****** about their comment. It was backstabbing a company. When they did the same thing to me - over charged me!! So I will not stop until this terrible company Pays me and writes me an apology!! And to the dealers as well.  Look at their reviews. They have horrible reviews. I did not hire them. My husband did.  I would never hire them with a 1.4 rating!!!!!! Unprofessional!! And liars.  U can call me at ************ if u need more info.  Thank u 
  Regards,
  
  ***** *****

  

  Business Response

  Date: 04/24/2025

  Good afternoon,
  
  
  Thank you for your continued communication. I want to assure you that we've reviewed this matter thoroughly and have done our best to address your concerns within the scope of Safelite's warranty standards and policies. We apologize for any inconvenience this may have caused. At this time, further discussion will be addressed through our Legal team. Please direct any additional correspondence to **********************************************************.
  
  
  Thank you,
  ****** **** | ************* Representative
  *************************** ************************
  *******************************************************************************

  Customer Answer

  Date: 04/25/2025

  
  ************************************************************
  Apr 24, 2025, 11:07 PM (10 hours ago)
  to info
  
  I have a complaint again safelite who lied to u in their response. I did email u back and hope u got that Im not sure how else to send this. But this is the response I got in an email tonight from them. So Im sending it to u. Please call me at ************ with any questions!! This company are nothing but liars. And if u look up Their reviews. Im not the only one who thinks they are bad!! So here is the message I got from them - Good afternoon, Thank you for your continued communication. I want to assure you that we've reviewed this matter thoroughly and have done our best to address your concerns within the scope of Safelite's warranty standards and policies. We apologize for any inconvenience this may have caused. At this time, further discussion will be addressed through our Legal team. Please direct any additional correspondence to ********************************* Thank you, ****** **** | ************* Representative *************************** Way | ************ ***** **************************************** thread::n3dbQPDmepOkILsC0zB-AgM::
  
  Sent from ***** ***** ************************

  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: 23176112
  
  I am rejecting this response because: they are not paying me for the broken latch!!!! They lied to u over and over. They did tell me to take it to the dealer. I sent u that copy of their letter. Not them.  This was sent to me. Im not accepting anything until Im paid $1200 for the latch they broke on my car.  Are u not getting my messages about this?!? Ive sent u detailed info. Please look for that.  I will not accept anything - but a check for $1200!!!! So if they continue to s**** around and make offers. I will not accept until Im paid in full for a part they broke. And if this continues to be a struggle I will ask for pain and suffering 
  
  Regards,
  
  ***** *****

  

  Business Response

  Date: 04/28/2025

  Good morning,

  Please refer further discussion on this matter to ********************************* as they will need to assist and address the matter further. 

   

  Thank you, 

  ****** Dennis 

  Customer Answer

  Date: 04/28/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23176112
  
  I am rejecting this response because: 
    They broke my latch. Im out over $1200!! Are u not getting my messages? Ive responded to this 3times.  Please call so I know this case is still open 
  Regards,
  
  ***** *****

  

  Business Response

  Date: 04/29/2025

  Good afternoon, 

  As per previous correspondence, further communication on this issue will need to be discussed with Legal at ********************************* as it has been determined by the field management that Safelite did not cause the damage to the latch. Please refer communication to that email for further assistance. 

  Thank you,

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

  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: 23176112
  
  I am rejecting this response because: because they are lying. I drove my car the days the window was out. It worked fine. I pulled it out of my garage for them to fix. It worked. After he left - I started it. The latch would not shut. I called immediately. Look at their reviews. This lady never saw my car. She didnt put the window in. First they said they didnt approve me taking it to a dealer.  Lies!!!!! 4 people did. Now shes saying they didnt break it.  More lies. U can tell them I will sue for pain and suffering. Because through all this - I have cancer. Kidney disease and more. They are wasted my life on their lies!!! And Im fed up. They should be put in jail. Have them give u my phone calls that should have been recorded. U will hear them tell me to take to dealer. Talk to the guy who came the next day and told me - this happens all the time. Glass gets in there and breaks the latch. He told me to take it to a dealer he could not fix it. He then told me to call the warranty about my bill.  Talk to that guy. But Im sure he will lie too. U want to ask my husband? Call ***** at ************.  He will tell u too 
  
  Regards,
  
  ***** *****

  

  Business Response

  Date: 04/30/2025

  Good afternoon,
  
  
  I hope this email finds you well. After further review, our **************** team has determined that the latch damage in question was preexisting and not caused by Safelite during the back glass installation. As this matter has now escalated beyond a standard service concern, any further correspondence or legal inquiries will need to be directed to our **************** at ********************************* Thank you for your understanding.
  
  
  Thank you,
  ****** **** | ************* Representative
  *************************** Way | ******************
  *******************************************************************************

  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: 23176112
  
  I am rejecting this response because: shes lying through her teeth. My car worked fine until the guy put the window in. The guy even told me it happens all the time. 
  u need to stop this lady from lying. I have emailed their so called legal team. Ive heard nothing. Liars.  I want my $1200
  
  Regards,
  
  ***** *****

  

  Business Response

  Date: 05/02/2025

  Good morning,

  Further discussion on this request will need to be directed to Legal at ********************************* Our legal team has been made aware of the request and has requested for correspondence to be directed to them.

  Thank you, 

  ****** Dennis 

  Customer Answer

  Date: 05/05/2025

  What?!?  Why have u closed my case?!?  Ive sent u message after message. Ive never missed anything. This company broke my latch. They refuse to fix it. They have sent it to a legal team - that I can not get a hold of!  Ive called. Ive emailed. I have tried everything. Yet no answer back. They did not come to a resolution!!! They lied through their teeth. So why did u close my case