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:06/09/2025

  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.

  On May 30 2025, at safelite technician came to my house to replace my broken windshield. Upon completion, I was happy with the results at first but two days later I went to use my windshield washer fluid to rinse the pollen off my windshield and Ive noticed it was not spraying anything. I tested out my back windshield and it worked perfectly fine but my front windshield washer was not working at all. I checked under the hood to see why it was not working. Until my surprise the tubing to my windshield washer was completely gone off of the motor from the washer, fluid reservoir. The technician from Safelite had removed my tubing from my windshield washer fluid. I contacted Safelite and I noticed that they were very adamant about using the warranty to fix the car. The problem is is a 2012 Nissan rogue and my washer nozzle sprays from the engine not the hood of the vehicle. The hose are in my engine, not attached to the hood of my vehicle, so there is no reason why he shouldve been inside my engine. And the warranty is for the life of the vehicle. They were forcing me to use the warranty to fix something that they did on purpose. All I want is for them to put back my tubing without using my warranty. And according to them, it is a very common practice to force people to avoid the warranty for stuff like this, and I believe that is wrong. They sabotage my vehicle. And this is bad practice and very dishonest. I dont trust them with my vehicle. I prefer to take my vehicle somewhere else and have them fit the bill. They told me that theres nothing I could be done about it unless I used the warranty so I told him I will take legal action against them. Im asking you for help to write their wrong. I did send a picture of the hose that is missing the other part that connects directly to my reservoir. I had a video, but it doesnt allow me to send you video. If you need any other pictures I will be more than happy to send them. Thank you so much in advance.

  

  Business Response

  Date: 06/10/2025

  Hello and Good afternoon!

  
  We are reaching out to you as we have looked into this matter regarding the wiper fluid issue being advised. We are greatly apologetic that this happened. As we would like to help provide assistance on the matter , we would like to offer the warranty that is provided by Safelite. It has been determined the issue being addressed is an issue that can be addressed by the Safelite shop and technicians, who are specialized to address such matters. We would be happy to set up an appointment to address wiper fluid issue through the Nationwide Warranty provide from your windshield replacement. If you would like to do so you can contact the Safelite location **************, or us here at ************ where we would be more than happy to setup warranty appointment.
  

  Thanks so much!
  

  Devonta

  Customer Answer

  Date: 06/10/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23447354
  
  I am rejecting this response because: they sabotage my vehicle by ripping out my washer, fluid tubing right from the reservoir and trying to force me to use the warranty. I want them to fix my car without the use of the warranty. What they did to my vehicle was deliberate and fraud. If I use the warranty and something happens to my window, I will have to pay out-of-pocket again and they know that. That is why theyre trying to force me to use the warranty by ripping something out of my car that has nothing to do with the window.
  
  Regards,
  
  ******* ******

  

  Business Response

  Date: 06/11/2025

  Hello and Good afternoon!

  We are reaching out as we greatly apologize about this matter. We have looked into this and it has been determined this was not a malicious action. They do greatly apologize as the wiper fluid dispensers are detached when doing the glass install. When it relates to the warranty it is a lifetime warranty that is included once you have the windshield replaced. It is as long as you own or lease the vehicle and the warranty is not a one time use. It is for any defective workmanship, defective glass as well water leak and air leaks. I did contact you today with the warranty times they have available this week which would be in shop and as well mobile options of 8-1 and 1-6. These appointments range from tomorrow 6/12 until 6/14 this week and more next week. Please let us know what works best for you and we would be more than happy to setup appointment to resolve issue. 

   

  Thanks so much!

  Devonta

  Customer Answer

  Date: 06/11/2025

  [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:06/09/2025

  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 scheduled an appointment for Safelite to come and repair my windshield. The windshield was hit by a rock at the bottom of the windshield and then had a small chip from the second hit at the top of the windshield. The technician showed up within the scheduled window which was good and called me to ask me to come outside (10:47am). He introduced himself and let me know that he would get the repair done and quickly as possible. I went back in the house and about 20 minutes later (11:13am), I got another phone call asking me to come outside. When I went outside the technician was leaning on the car with his arms crossed and simply said "Got bigger." When I asked him what he meant he pointed at the windshield. I could see that the small chip at the top of my windshield was now a missive crack in my windshield. When I asked him what the next steps were, he told me I would have to pay for another one. I asked him how much it was and he dialed a number and got on the line to someone in the office. I then stood and listened to the person complaining about all the things she had to do to give me a price on a windshield. Then the technician simply said to not worry about it and hung up on her. He told me that I should budget for around 400. When I said that I could afford a new windshield, he just said that I could probably drive with it. He also told me that he would close the ticket and make a note that the repair had not been performed. The service was performed on May 21st, 2025 and I am just able to get to this due to having to undergo surgery. I tried to go back and check that the notes were made and saw no such notes. I then tried to report an issue as it says to do on the website and it just takes you in circles. I don't believe that I should have to pay for a windshield when a simple repair should have fixed the issue to begin with. For a small chip to turn into a massive crack is not excusable and my windshield needs to be fixed asap.

  

  Business Response

  Date: 06/09/2025

  Hello,

  I just wanted to respond to you through the BBB complaint as well after we just spoke over the phone. I apologize for the issues you relayed of the technician's behaviour and the expectations set for this service. In your current circumstances I understand just how important this service is/was and for it to not be successful was that much more impactful.

  I am reaching out to the field management team with your concerns and I will have them contact you directly to speak about your service.

  Please if you have any questions feel free to contact us at ************

  Customer Answer

  Date: 06/09/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23436246
  
  I am rejecting this response because: I don't consider this matter resolved until the situation has been handled. As of right now, my complaints have been sent to other people. This leaves room for dropping the ball, another bad experience and so forth. I am seeking the winsheild on my vehicle be replaced asap. I have communicated my expectations through this complaint and directly through the telephone conversation that I had with the representative for Safelite.
  
  Regards,
  
  ** *******

  

  Business Response

  Date: 06/10/2025

  Hello,

  After speaking with you on the phone it seems we have a resolution for you to replace the windshield. That appointment has been scheduled for 6/17 with a mobile technician coming to your home 8am-12pm.

  Please feel free to contact us with any questions or concerns ************ we are open 8am-7pm EST Monday-Friday.

  Customer Answer

  Date: 06/11/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23436246
  
  I am rejecting this response because: I just want to make sure that it is noted and documented here that Safelite will provide the windshield replacement free of charge. To include the cost of the windshield and any labor costs. I would also like to make sure that the same technician (******) that was here last time will not be the technician to come to the house.
  
  Regards,
  
  ** *******

  

  Business Response

  Date: 06/11/2025

  Hello,

  I just want to confirm for you that we will be covering the total cost of replacement under Work Order 01845-948018.

  I apologize for the treatment you received in your original service. We will do everything we can to ensure you have a positive experience.

  I will confirm with the shop that a different technician is sent to ensure you receive the service you deserve.

  Please let me know if you have any other questions or concerns I can address.

  Customer Answer

  Date: 06/11/2025

  [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. After lengthy discussions between Safelite and I, we have reached an agreement that my windshield will be replaced free of charge by a different technician. Part of the agreement was that Safelite ************* Team would forward the complaint information to the shop to address the concerns about my experience. That way the quality of the service can be used to learn from and improved. I will say that the shop has not yet contacted me to start the process of addressing my experience concern to learn from it, but I will be replying to the customer care team directly to ask about the status of this. I would love to aid the company in improving, but my main concern about having my windshield damage corrected to make my car safe for me and my family has been addressed. 

  Thank you for assisting me in addressing this issue and getting a resolution that benefits both parties.

  Best regards,
  
  ** *******

• Initial Complaint

  Date:06/07/2025

  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 insurance booked a service with Safelite for both a rock chip repair and a full windshield replacement. After that point, Safelite handled the scheduling. They booked both services at the same time, with the same technician, even though one was a mobile repair and the other required an in-shop visit. As a result, the chip repair was never done, and I was never informed.When I later followed up, multiple Safelite representatives acknowledged that it was an internal error made by someone at the shop, but all of them stated that there was nothing they could do to correct the situation.This reflects poor internal coordination, lack of communication, and a refusal to take responsibility for their mistake. Im filing this complaint in hopes of holding the company accountable and preventing other customers from dealing with similar negligence.

  

  Business Response

  Date: 06/09/2025

  Good Afternoon,
  
  Thank you for bringing this to my attention. I am one of the ************* Agents that has been assigned to your case. I have also reviewed the complaint and your work orders. It appears that we did complete a windshield replacement service for a 2017 ****** Corolla on 5/14, and had warranty service for this on 5/19 to address some leaks. 
  
  I also see another vehicle for you listed, a 2004 ****** Tacoma. This appears to have been set up for chip repair service. Based on the work order information, it appears this was not repaired for you. 
  
  I will be escalating this to our upper management for further review and assistance. Please let me know if this information is accurate, and if there is any other information/details that you have regarding this. I will be continuing to monitor this case to ensure we do have someone reach out to you directly to further assist. Please let me know if there is also anything additional we could assist with. 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: 06/09/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23438766
  
  I am rejecting this response because: 
  I appreciate the acknowledgement and that this is being escalated, but the issue has not been resolved yet. The chip repair on my 2004 ****** Tacoma was never completed, and no follow-up has been done to fix that or offer alternative options. I am waiting on an actual resolutioneither scheduling the missed repair or compensating for the missed service. Until that happens, I do not consider this matter resolved.
  Regards,
  
  ***** *******

  

  Business Response

  Date: 06/11/2025

  Good Morning,
  
  I do apologize for the delay in updates on this case for you. This is currently being reviewed by our upper management team, to include all phone calls we have related to your services. As soon as we do have an update, I will be sure this gets passed along to you right away. Please let me know if there may be anything further we could assist you with as well. Thank you and have a great day!
  
  Dakota G
  Customer Care Representative

  Customer Answer

  Date: 06/11/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23438766
  
  I am rejecting this response because: 
   the issue has not been resolved. The business has only stated that it is under review and has not provided any concrete action, resolution, or timeframe. I will consider this resolved once the review is complete and I receive an actual resolution.
  Regards,
  
  ***** *******

  

  Business Response

  Date: 06/12/2025

  Good Afternoon,
  
  I received an update from our management team today. They have advised me that we will be happy to cover the cost of the replacement service due to what occurred with this vehicle and scheduling. I do apologize again for this, and we would just need to get you scheduled for the service. I did reach out by phone to get you scheduled, and left you a message. We have a work order created for you to address this, and it is temporarily scheduled for 6/18 to get things moving for you. Please give us a call in the ************************ at ************ to get scheduled. When calling in, please reference referral number ********* to schedule this properly for you without any costs to you. Thank you and have a great day!
  
  Dakota G
  Customer Care Representative

  Customer Answer

  Date: 06/12/2025

  I accept the businesss response to resolve this complaint.

  
  

  Safelite has acknowledged the issue and agreed to cover the full cost of the replacement service due to the scheduling error. A work order has been created and a tentative appointment is set for 6/18. Ive been asked to call their ************************ at ************ with referral number ********* to finalize the appointment at no cost to me.

  
  

  I appreciate the resolution and consider the matter resolved.

  
  

  Regards,

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

• Initial Complaint

  Date:06/07/2025

  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.

  Went for glass repair scheduled for 3 hours. At the end of that time they had ordered the wrong windshield. Placed the incorrect one so would be able to drive and asked me to come back next Saturday for the correct part. No safety function worked but was happy they took initiative to fix.Went back this morning as scheduled. First, tried to charge me for the second windshield. Then couldnt fine the safety camera they had placed in my glove box. Finally came back 3 hours later.Nothing done. They said they didnt have all the parts they needed. Will contact me to come back at another time. I asked why I wasnt called and informed. Reply was that I should have ******** looking at no safety functions for at least 3 weeks now and 9 hours invested with no return scheduled. Very bad service.

  

  Business Response

  Date: 06/09/2025

  Hello and Good afternoon!

  I am very sorry to hear this was your experience regarding your work and replacement with the Safelite shop. I am one of the agents who are assisting this matter and will be helping you find resolution. I have reached out to you and the shop today about the matter. They did apologize and let me know that the parts have arrived to the warehouse and you can be scheduled to have the correct glass installed and features back online. Through speaking with you today we were able to get an appointment for 6/14. I will be checking in with you on that Monday after as we will not be in office Saturday and to make sure all matters are resolved. If you do have any questions or concerns on the matter we can be reached here or ************. We appreciate you contacting us and look forward to helping resolve issue!

  Thanks so much!

  Devonta

  Customer Answer

  Date: 06/19/2025

  Went back for a scheduled appointment again and still didnt have the parts so currently still waiting.

  going on 4 appointments now

• Initial Complaint

  Date:06/06/2025

  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.

  On March 27, 2025 Safelite Autoglass installed a new front and rear window on my truck.On May 28, 2025 I was traveling ********* road in ********** **** when I heard a loud noise that sounded like an explosion. I immediately pulled over to see what was wrong and I noticed my entire back glass was bellied out towards the outside of the vehicle and was fapractured in 1000s of pieces. Upon getting back into the vehicle and shutting the door, they started falling out. I mmediately set an appointment to have it serviced under warranty for that Saturday. On Saturday morning the installer called and advised me that Safelite wouldnt be replacing the glass free and that they would be charging me a discounted price. This was before any inspection or pictures were sent. How does a company determine that the warranty wont cover something theyve never seen or inspected? This is not a good sign and implies that they never intended to honor a warranty. I got ahold of the district manager and he told me to follow up with a man named **** ****** who is the local manager. I have called him twice and left messages both times with no call back. I also called the shop twice and he wasnt there. I am still without a rear window. I did nothing to cause the window to explode. There are probably street cameras that will show this , should this matter be escalated. When searching the internet with what happened it came back with several reasons how it could happen with the number one reason being flawed glass. I also emailed the CEO 2x with no response.

  

  Business Response

  Date: 06/09/2025

  Hello, 
  
  Please accept my sincerest apologies for this poor experience you've had with us. Per our conversation we are addressing concerns of the back glass. We will be escalating this with the management team in the shop. Please reach out to me directly at ************** or reply to this email going forward as correspondence.
  
  Sincerely,
  
  *****

  Customer Answer

  Date: 06/09/2025

  [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:06/06/2025

  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.

  On 2/24/25, we had Safelight come to our home to replace the rear windshield glass on my 2019 Acura RDX for $521. Unfortunately, they did not remove the broken glass from the rear panel and our rear hatch has not worked since this appointment. I went to the Safelight location in *********, ** for a warranty appointment and they said they cant help me because they cant access the panel. Ive been calling ************************ line *************) for two months now and ******, the District Manager, refuses to take my calls (even when sent a Teams message) and has not returned any of my daily calls (which were each supposed to be escalations according to the customer care representatives Ive spoken with.)This is confirmation from their website that they claim this responsibility:How do you replace a rear windshield?When you come to us for a rear windshield replacement, our technicians will:1. Inspect the damage carefully 2. Remove the damaged glass 3. Vacuum any debris and glass from the vehicle 4. Insert a brand new rear windshield 5. Ensure any defrost or technological capabilities are functional 6. Clean all of the glass on your vehicle Please let me know if you need additional information. Sincerely,******* ****

  

  Business Response

  Date: 06/06/2025

  Hello,

  I apologize for the issues you are having after your service and getting a response to the issues with the liftgate.

  I will work with the field management team to get a resolution for you ASAP.

  I am submitting your information and will reach out to you as soon as I get a response.

  I appreciate your patience, please let me know if you have any other questions in the mean time.

  Customer Answer

  Date: 06/11/2025

  [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,
  
  ******* ****

  Customer Answer

  Date: 06/12/2025

  ******, the Safelight district manager for my ********** MD location, finally contacted me on Friday, June 6, 2025 (after receiving the BBB complaint) She had someone call me who has scheduled an appointment to look at my car this coming Tuesday morning. I will follow up with their response.

  Customer Answer

  Date: 06/12/2025

  ******, the Safelight district manager for my *********, MD location, finally contacted me on Friday, June 6, 2025 (after receiving the BBB complaint) She had someone call me who has scheduled an appointment to look at my car this coming Tuesday morning. I will follow up with their response.

  Customer Answer

  Date: 06/12/2025

  This is in no way complete! They have delayed by scheduling a second repair check for Tuesday. I have little faith that theyll follow through with the necessary completion of their job. 

• Initial Complaint

  Date:06/06/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Safelite installed a new windshield on my 2018 ****** Crosstrek on 6-2-25. The install was a horrible experience. The quality of work was poor. Safelite damaged the head board/ material by cutting extra holes next to the review mirror. Also the gasket on the exterior of windshield is not set properly. The store manager ******* ****** customers service was pleasant. She tried assisting. She was going to try to remove all charges. She could not. Unfortunately, even if the charges were dropped I am still stuck with quality issues. I rather pay and have the job done correctly. ******* sent out a technician to see what direction we needed to go in. The Tec made like everything was ok. I was frustrated and Told him leave.

  

  Business Response

  Date: 06/06/2025

  Hello!

  Safelite offers our sincerest apology for the inconvenience you've experienced regarding your service. As advised during our call, I'm actively investigating the concerns and request regarding your BBB Submission. I will ensure an appropriate follow up as soon as possible, provided date of 6/9. If you have any further questions or concerns, please reach out to our Safelite ************* team. We can be reached at ************ Mon-Fri 8AM-7PM EST. Thank you, and have a great day!

  Thank you, 

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

  Customer Answer

  Date: 06/07/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23429853
  
  I am rejecting this response because: Safelite is still investigating complaint. Would like to keep complaint open until there is a resolution to issue. 

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

  

  Business Response

  Date: 06/10/2025

  
  Hello,
  
  Safelite offers our sincerest apology for the inconvenience you've experienced regarding your service. As advised during our call, I connected with the shop and spoke with shop manager *******. She advised Safelite can reinstall the glass as a courtesy to attempt to correct the headliner. I will connect with ******* on the request to work with another Safelite location. Thank you for your patience, *****. I will follow up with you 6/11. Have a great day!

  Customer Answer

  Date: 06/11/2025

  [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:06/05/2025

  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.

  A red Safelite van came up my long driveway and in front of my house. Once they realized they were at the wrong address, they hauled **** down my driveway, blowing up dust, when there are two, very visible signs on my drive to go 5mph as there are doggies out and about. I did not see him come in, but I see him hauling out of my drive, with no regard or respect for the signs and my property.I called corporate to make a complaint and the man that assisted me was polite at first, but then started dismissing me when I was asking him how he could file a complaint at the appropriate location of he didn't even ask me for my address so they could find the location they came from. After he kept dismissing me, I asked for his supervisor. He just went silent. I tried speaking to him and he wouldn't respond, for approximately 45 sec, then he just hung up. I called at 4:51 CST.

  

  Business Response

  Date: 06/06/2025

  Hello and Good afternoon!
  
  We greatly apologize about this matter and your experience as well with the representative who you spoke with on this matter. I am one of the agents assigned to your case and will be trying to help provide assistance. I did call you today and left our ************ number. We would like to ask if you have any information you can provide on the truck such as truck number or license plate. With that information it could help figure out which location this van belong to and to make sure your complaint gets to the correct management. We appreciate you reaching out to us and look forward to your response!
  
  Thanks so much!
  
  Devonta

• Initial Complaint

  Date:06/05/2025

  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 Feb 14, 2025 we had our 2021 *** X3 windshield replaced. The windshield was not properly reapplied causing water intrusion at the top center of the windshield, whereas the camera and sensors are located. On May 22, Safelite sent a warranty team to fix the windshield and reapply it properly. Upon calibration, the tech determined that the camera and sensor systems were not working and could not be calibrated. The tech advised Safelite would be contacting me immediately to set up a solution for this repair. Unfortunately, they did not contact me, I had to call three days later. I was advised we needed to bring the vehicle to the local *** facility to obtain a repair estimate and send to Safelite. We did so and the vehicle has remained at *** for over a week. The local Safelite *************** store received a copy and advised she forwarded it to the Midway Florida store, who also acknowledged receiving it. For over a week not one person, manager, district manager or the casualty department has contacted us. We have been told that emails have been sent to all parties to ask anyone to contact me and get the invoice approved so we can get our car back. The repair estimate is for over $4000.00. When calling customer service everyday, they try to call the store with no answer. They call the district manager with no answer. They tell me they will send another email and hope someone calls me. As of today, not one person ahs contact me from safelite.

  

  Business Response

  Date: 06/05/2025

  Hello,

  I am sorry to hear of your experience with us so far. I spoke with our field management team, they stated they have approved the work to begin on your vehicle at the dealership.

  The dealer has been contacted and once the work has been completed they will submit the invoice to us.

  Please let me know if you have any further questions.

  Customer Answer

  Date: 06/10/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23428450
  
  I am rejecting this response because: Safelite authorized the repair at *** dealership. Vehicle was completed on Friday June 6. No one from Safelite will make the payment, therefore my car is being held at the dealer until they receive payment. 

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

  

  Business Response

  Date: 06/10/2025

  Hello, 

  The payment request was sent in by our RVP on Friday late afternoon, The ************************ is in the process of issuing payment to the dealer. I have requested an update to see where we are at in this process. I'm hoping to have an update soon! I will let you know whenever I receive an update. Thank you!

  Sincerely, 

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

• Initial Complaint

  Date:06/05/2025

  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.

  On May 30, 2025 I scheduled a windshield replacement with Safelite for my 2024 RAM 1500.On June 3, 2025 they came to my home to replace the windshield, which they did, using one of their aftermarket ************** no time was I asked if it was ok to use an inferior, aftermarket windshield rather than OEM. Even so, Safelite decided to use their aftermarket, cheaper, inferior windshield to maximize their profits.I did not authorize the use of inferior parts in the repair of my truck. I contacted Safelite through their contact form within a half hour of the tech leaving, as they do not provide a contact phone number on their site, and have received no response.I expect Safelite to return, by end of next week, and replace their inferior windshield with the correct, OEM RAM windshield.

  

  Business Response

  Date: 06/05/2025

  Hello Mr. ************************** accept my sincerest apologies for this poor experience you've had with us. Per our conversation we are addressing concerns of the aftermarket windshield being installed. We will be escalating this with the management team in the shop. Please reach out to me directly at ************** or reply to this email going forward as correspondence.
  
  Sincerely,
  
  *****

  Customer Answer

  Date: 06/05/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23428196
  
  I am rejecting this response because: 

  The business lied about what my insurance company covers and did not provide any solution at all, other than a lie and a promise to escalate to management.  This is consumer fraud, plain and simple.

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

  Customer Answer

  Date: 06/05/2025

  In my rejection I state the company *** lied about what my insurance covers.  This is not based on the email response, but rather a call I received from them today at 11:44am EDT. 

  She only offered to escalate to management AFTER I called her out on her lie.  As you can see, she sent the email response at 11:51am, after talking to me and lying to me.

  

  Business Response

  Date: 06/09/2025

  Hello,

  This matter has been escalated to **************** with Safelite. They will be in contact with a resolution regarding this matter. 

   

  Thank you,

  Dixie 

  Customer Answer

  Date: 06/10/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23428196
  
  I am rejecting this response because: It does not provide a resolution, it defers and pushes off a resolution in the hope I accept and they can then move on without providing a resolution.
  
  Regards,
  
  ***** *****

  

  Business Response

  Date: 06/10/2025

  ********************************************* will be reaching out to discuss and coordinate the *** installation. 

   

  Thank you,

   

  *****

  Customer Answer

  Date: 06/17/2025

  [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,
  
  ***** *****