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.

  1670 Harmon Ave Ste C Columbus, OH 43223-3350

  
• 

  Safelite Auto Glass

  421 Warren Ave Portland, ME 04103

• 

  The J.N. Phillips Company, Inc.

  1248 Route 28A Bourne, MA 02534

• 

  The J.N. Phillips Company, Inc.

  150 Sutton St North Andover, MA 01845

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:06/04/2025

  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 had a windshield replaced and the job was not done completely. The rearview mirror cord was left uninstalled, the tech asked me to do it later. I was also left with trash from the service all over my driveway and inside the truck. I reached out to Safelite about getting the job finished and receiving a partial refund. The manager said she'd call me back to resolve the issue but never did. I called Safelite's national support number and I was put on hold for 10 minutes and then ultimately hung up on.

  

  Business Response

  Date: 06/05/2025

  Hello and Good afternoon!
  
  I am reaching out as I have read over the complaint and I greatly apologize about this matter. I am one of the agents assigned to the case and also called you today about the matter. We did speak briefly on the matter regarding the debris left over and work unfinished. With the information provided I will be escalating this to the Safelite management and to see what they are doing to help assist with rectifying the issue. If you have any questions or concerns on the matter as we work through this, we can be reached here or ************. Once we have any updates we will reach out and you may hear from the Safelite management as we requested them to follow up on the matter. We appreciate you contacting us and look forward to providing assistance as soon as we can!
  
  Thanks so much!
  
  Devonta

  Customer Answer

  Date: 06/06/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23419998
  
  I am rejecting this response because:  the representative promised to escalate the matter but I have heard nothing more from Safelite.  No refund has been issued.
  
  Regards,
  
  ****** *****

  

  Business Response

  Date: 06/09/2025

  Hello and Good afternoon! 

   

  We greatly apologize about this, as I am one of the agents who contacted you about the matter. I did speak with the management about this and they agreed to the $100 goodwill. The goodwill was processed on 6/6/2025 to credit card on file. The goodwill should post to your card within 3-7 business days. Please let us know if you have anymore questions as we would be more than happy to assist!

  Thanks so much!

  Devonta

  Customer Answer

  Date: 06/12/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23419998
  
  I am rejecting this response because: I have not received the $100 refund. 
  
  Regards,
  
  ****** *****

  

  Business Response

  Date: 06/12/2025

  Hello and Good afternoon!

  We are reaching out as we greatly apologize about this looking over the matter, the refund was issued 6/6 to the **** on file ending in 8362. We advise that these refunds can take up to 3-7 business days. If you have not received the refund by Monday we would advise you to contact your bank for more assistance. We appreciate you reaching out to us on the matter and please reach out if you have anymore questions or concerns.

  Thanks so much!

  Devonta

  Customer Answer

  Date: 06/13/2025

  [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:06/04/2025

  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.

  My glass on my car was broken, I contacted this company and they worked with my insurance company. I was given a quote, paid my part after the glass was fixed and they said insurance would pay the rest. (I paid $548, quote was for over $1000). A day later when they sent me my final customer bill, the amount was half of what they charged me and it showed I had not paid the deductible or. I called 5 days in a row, was told by 3 different people it was escalated to the supervisor at the location and someone would call me. It has been a week and no call. I have sent emails with pictures of both the estimate and receipt, no one has called. I believe this is possible insurance fraud. I cant get anyone from the location to call me and the 1800 number is absolutely no help, they say the customer receipt I have is nonexistent even though I have it in hand!

  

  Business Response

  Date: 06/05/2025

  Hello,
  
  Safelite offers our sincerest apology for the inconvenience you've experienced regarding your service. Thank you for taking the time to speak with me. I am looking into your BBB submission, and I will ensure an appropriate follow up as soon as possible. If there are further questions or concerns, please feel free to contact our Safelite ************* team. We can be reached at ************ Mon-Fri 8AM-7PM. Thank you, and have a great day!

  Thank you,

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

  
  

• Initial Complaint

  Date:06/04/2025

  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 21, I accessed the Internet to find pricing to Replace the Windshield in our 2018 ****** Sienna. Safelite appeared to be a good choice. I entered the *** on their Website. I pulled up my vehicle and provided a price of $391.98 for the windshield replacement owner price. With taxes, fees, and discount, I paid $409.79 and scheduled the service for 6/4/25. I received confirmation emails and text. Nothing alerted me that I might owe for additional services. It might have been in a buried in a link in one of the emails or text, but nothing indicated that I needed to open any links. All appeared to be confirmations or reminders. I dropped off the vehicle June 4 for the Windshield replacement. I received a text on June 4, after I dropped off the vehicle and for the first time see an implication that I might owe additional amount. The invoice now shows a $495 charge for recalibration of the windshield. I argued this when I picked up my vehicle, and they reduced the additional charge to $63.20 which I paid. In my mind, this is deceptive or false advertising, and should not be allowed. The service completed is satisfactory. I did not have the opportunity to know the real costs before I committed to the service.

  

  Business Response

  Date: 06/04/2025

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

  Customer Answer

  Date: 06/04/2025

  After filing the complaint, I filed all emails from Safelite. I found an email on May 23, two days after I paid the quote in full and made the appointment. The email indicated that I did not owe anything. I copied this to ******* ********. All Safelite has agreed to is to look into the matter. The complaint has not been solved. 

  Customer Answer

  Date: 06/04/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23419040
  
  I am rejecting this response because: The email does not provide for a resolution, it simply states that ******* will look into it. I replied to ******* ******** as follows:

  *******,
  Thank you for looking into this. Note that I do not have any complaint against the staff at the OFallon facility. The manager attempted to help me to the extend he was able. I needed my car back, so I agreed to his offer.  
  
  After I submitted the BBB complaint, I filed all of the emails that I had received from Safelite regarding my Siennas windshield. I found an email that I had not noticed when I was filing the complaint. I paid the original quote in full on May 21 when I scheduled the appointment. On May 23, I received a follow-up email with the following:
  
  
  Note the balance due of 0.00. There was not an alert email or text prior to the day of my appointment indicating that Safelites quote failed to take into account the Calibration required for replacement of the Sienna windshield.This information should have been included in the original quote which was based on the *** for my Sienna.
  
  My position is two fold.
  Safelite should stand by the quote that was provided at the time I agreed to the Service AT THE PRICE quoted! The amount charged was more than TWICE that amount quoted. No warning was provided to me of this issue when I dropped off the vehicle.
  Safelite needs to review their online quoting software. If the quote is not final, there needs to be upfront, and very clear statements regarding the risks related to Safelites quote.  The current software is False and Deceptive advertising to get me to make an appointment!
  
  ****** *****
  ******************************************************************
  ************
  
  Regards,
  
  ****** *****

  

  Business Response

  Date: 06/05/2025

  Hello Mr. ******************** We apologize for any confusion the quoting system has caused. After the appointment was established, we sent an email to the address ************************************* prior to the appointment that included the change in the quoted amount. There is also a message at the bottom of the attached document stating, "Your 2018 ****** Sienna may have advanced safety systems that require recalibration after glass replacement to keep you safe. Additional costs may apply." The initial quote is a glass-only pricing. We sent a follow-up email with the updated quote. I have attached the document to the end of this email. As this updated quote was sent and the order was discounted the $445 for the recalibration we are not able to discount the order further at this time. 

  Sincerely, 

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

  
  

  Customer Answer

  Date: 06/05/2025

  I replied to their stance:

  I just reviewed all of the Texts I received from Safelite. The text I received Sunday 6/1 did not include anything warning about additional costs.
  
  The first text that finally was clear that something was wrong was received 6/4  10:13am, after Safelite had already begun working on my van. It was the first indication of additional costs (not buried at the end of an email which I had not reason to believe I needed to read to the end of) when the second text advised me to provide my payment info on your payment portal.
  
  Deceptive and Unreasonable!!!
  
  
  From: ******************* <*******************>
  Sent: Thursday, June 5, 2025 3:30 PM
  To: 'EST - ************** <*******************************************************************************>
  Subject: RE: BBB ID#-********
  
  While there is nothing I can do about this, I find this unacceptable.
  
  I have reviewed every email received. My appointment was for Wednesday 6/4 at 9:30 am. As I have stated, I accepted your service for my Sienna based on the price your system quoted online based on my Siennas VIN, which your system obviously knew had the advanced diagnostics considering that you doubled the price day before my appointment. I received the email I referenced on May 23, indicating that the service I agreed to was paid in full, and I owed. 0.00. On Tuesday June 3 at 11:46 AM, I received an email from Safelite with Subject:
  
  It did not include anything in the title to make me think the price had changed or that it was important for me to read the email. It simply appeared to another reminder of the scheduled service. I did not open the email, as I had no expectation that it was anything other than a reminder. Likewise, I received numerous text reminder.None of which indicated an issue, unless it was buried in a link, which I had no reason to assume I needed to open.
  
  When the price so the service doubled, I would expect Safelite to issue an email with this clearly in the subject line, and likewise a text with it boldly obvious, and it should have been in the May 23 email, not just before my appointment. I would have had reasonable opportunity to reconsider or reschedule so that I could compare prices.
  
  My BBB complaint stands!!!
  
  Upset and Disappointed!
  
  ****** *****
  

  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: 23419040
  
  I am rejecting this response because: As of June 1, the only text or emails I received were reminders of the appointment. My appointment was 9:30 am June 4. On June 3 at 11:46, they sent the email with a new price at the end of the email, with subject: Safelite Service Reminder - Workorder #*****-309940. I had no reason to open the email, as it simply appeared to be another reminder. The first indication that there might be a price issue was the text I received 6/4  10:13am after they were already working on my van. This text mentioned me providing payment info to their portal. My understanding was that it was already paid in full. I then started digging into the link and seeing a price change of more than double what was quoted. Their system knew of my advanced diagnostics based on my VIN, which they used to provide the online quote and convince me to pay the amount quoted and make an appointment.

   

  I consider this deceptive and unacceptable!

  I replied to their stance:
  
  I just reviewed all of the Texts I received from Safelite. The text I received Sunday 6/1 did not include anything warning about additional costs.
  
  The first text that finally was clear that something was wrong was received 6/4  10:13am, after Safelite had already begun working on my van. It was the first indication of additional costs (not buried at the end of an email which I had not reason to believe I needed to read to the end of) when the second text advised me to provide my payment info on your payment portal.
  
  Deceptive and Unreasonable!!!
  
  
  From: ******************* <*******************>
  Sent: Thursday, June 5, 2025 3:30 PM
  To: 'EST - ************** <*******************************************************************************>
  Subject: RE: BBB ID#-********
  
  While there is nothing I can do about this, I find this unacceptable.
  
  I have reviewed every email received. My appointment was for Wednesday 6/4 at 9:30 am. As I have stated, I accepted your service for my Sienna based on the price your system quoted online based on my Siennas VIN, which your system obviously knew had the advanced diagnostics considering that you doubled the price day before my appointment. I received the email I referenced on May 23, indicating that the service I agreed to was paid in full, and I owed. 0.00. On Tuesday June 3 at 11:46 AM, I received an email from Safelite with Subject:
  
  It did not include anything in the title to make me think the price had changed or that it was important for me to read the email. It simply appeared to another reminder of the scheduled service. I did not open the email, as I had no expectation that it was anything other than a reminder. Likewise, I received numerous text reminder. None of which indicated an issue, unless it was buried in a link, which I had no reason to assume I needed to open.
  
  When the price so the service doubled, I would expect Safelite to issue an email with this clearly in the subject line, and likewise a text with it boldly obvious, and it should have been in the May 23 email, not just before my appointment. I would have had reasonable opportunity to reconsider or reschedule so that I could compare prices.
  
  My BBB complaint stands!!!
  
  Upset and Disappointed!
  
  ****** *****
  
  Regards,
  
  ****** *****

  

  Business Response

  Date: 06/06/2025

  Hello, 
  
  This email was sent prior to the service that the work would require recalibration for the vehicle. We send an email automatically prior to service to ensure the customer is aware if there is an update. 

  Sincerely, 

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

  Customer Answer

  Date: 06/06/2025

  My response to Safelite's most recent email:

  *******,
  We are at an Impasse! I have explained my position and objections to your position multiple times.
  I paid in full the quoted amount, (which your site required for me to make an appointment). This was based on the *** specific to my van 5/21/25. I received confirmation texts and emails from Safelite. Nothing was mentioned in any of theser that there might be additional costs related to calibration.
  On May 23, I receive additional emails and texts confirming the appointment. The email indicates I owe 0.00. The text includes a request that I have enough gas due to the recalibration which requires the technician to drive the van. So your system knew about the recalibration based on the ***. Nothing was included about possible additional charges.
  On June 1, I received another reminder text of the scheduled appointment. Again, no mention of additional costs.
  My appointment was Wednesday 6/4 at 9:30am
  On Tuesday June 3, at 11:46 am, received another email simply subject line: Safelite Service Reminder Workorder #*****-399940. I did not open this email, as it simply appeared to be another reminder of the service the next morning. Buried at the end of this email was Amount due $495.
  On June 4, at 10:13 am, after the technicians had started working on the van, I received two texts, the second of which requests that I provide my payment info on your payment portal. This was my first recognition that Safelite might be charging me more than the quoted price I paid in full.  
  This is unacceptable practice!!!
  Many people do not open emails immediately, often times, emails end up in Spam folders, etc.
  The quoted price was based on the *** specific to my van. No new information was provided for Safelite to know to add $495, not at the time of the quote, but day prior to the service. Safelites system had this information from the beginning when they provided the quote and took my money.
  As soon as the change in price occurred, the appointment should have been put on hold by Safelite until I accepted the change in price and confirmed the appointment or a new appointment. Burying the changed price less than a day before the appointment in an email with a subject that made it appear to be simply another appointment reminder is PURPOSELY deceptive and dishonest! Safelite had me pay in full to be able to make an appointment. This appointment should have been void until I confirmed acceptance of the change in price.
  At the very latest, the May ************************************************************************ price occurred, the new price and a request for confirmation from me.  
  More and more upset every time I have to regurgitate this issue! My complaint stands! I will follow up next with the Missouri attorney general (whom I believe to be the appropriate authority, or others if not) to request they review this to decide if this is acceptable practice for doing business in *********
  
  ****** E. *****
  2 **** Dr
  ****************************
  ************
  

  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: 23419040
  
  I am rejecting this response because: 
  I answered this. I had received multiple texts and emails that were reminders for the appointment. None included information indicating a change in the cost of service. This email was less than a day prior to the service, and the subject only indicated another reminder. Many people do not constantly monitor emails or read emails considering the volume of emails received every day. I did not read the email, as I knew of the appointment and saw nothing in the email to indicate it as important to open. Nothing was mentioned when I dropped off my vehicle. My first inclination of a problem was the text received after Safelite had begun working on my vehicle, which requested my payment information. 

  Safelite's system had to know of the recalibration required at the time of the original quote based on my VIN number. Otherwise, they would not have sent the email prior to the service. If it was discovered at the time of service, they should be obligated to stop and make contact with me for approval prior to proceeding so that I had opportunity to accept the more than doubling of the agreed upon costs of service. 

  This is unethical and dishonest practice!

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

  

  Business Response

  Date: 06/10/2025

  Hello, 

  The confirmation with the final cost was sent the email address on file on 6/3, however there should have been a definite discussion of finalized cost prior to service and that we will refund the additional amount as this discussion did not take place as needed. I can refund the $63.20 that was charged at the time of service. I can send a check in the amount of $63.20 as they did not verbally inform you of the change in the quote amount prior to the service. 

  Sincerely, 

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

  Customer Answer

  Date: 06/10/2025

  [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. Considering that Safelite has agreed to refund the cost above the Quoted and agreed to amount, the issue between me and Safelite is resolved. I therefore believe I should close this BBB complaint. 

  I am still concerned for others that have been or will get caught in this situation with Safelite's practice and will not fight to get full resolution to the extent that I have been willing to challenge Safelite. I believe Safelite should review this and correct the practice so that this situation is less likely to occur to others.

  As long as Safelite follows through and refunds the extra $63.20 that they charged me, I will pursue this BBB complaint no further. 
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:06/04/2025

  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 05.28.2025 I scheduled an appointment, online, to have my windshield replaced on a 2014 **** RS 5. I paid $284.06 for service on 05.29.2025. I took time off work for this install. ***** installed the new windshield that Thursday 05.29.2025 and after the install noticed it did not have the metal connector that would affix the rear view mirror. He apologized and said it was their mistake and had spoken to his supervisor about it and went ahead and ordered a new one. I just had to re-schedule the appointment for next week. At 5:20 pm on 05.29.2025 I received a call from Safelite *************) and the manager reiterated what ***** had told me, "they had ordered the incorrect windshield, a new order had already been placed but the glue on the defective windshield had to cure for a week before they could re-install". I specifically asked the manager if I had to pay for the correct windshield and he categorically said no as the error was on their end. I re-scheduled the appointment for 06.04.2025. On 06.04.2025, at 7:05 am I received notification of my impending installation and noticed a fee of $538.14. I called customer service *************) and explained the issue and they said they saw the annotation on file about the incorrect windshield but I had to wait till the store opened at 8:00 am to get confirmation if I had to pay. I did, and spoke to another agent who said since I paid for the original windshield in full I did not have to repay. ***** came back for the re-install on 06.04.2025 and said his manager (******* ************) said I had to pay for the the new windshield and he offered me a $100 discount. Without repayment, he would be unable to install it. This error was on Safelite. I paid $431.14 today and called ******* 3 times, no response. I left a message asking for a a resolution. I also took time off work today. This is false advertising, fraud and theft by deception. I'm seeking a $431.14 refund.

  

  Business Response

  Date: 06/04/2025

  Hello,

  I am sorry to hear about the billing confusion that resulted in you paying out of pocket after being told it would not cost you more.

  I am going to work with our field management team to get a resolution as quickly as possible.

  We will be in contact with you as soon as possible.

  Customer Answer

  Date: 06/05/2025

  Satellite responded that they will look into the matter and get back to me. It is not a resolution. So Im waiting. Also, when I initially ordered service online on 05.28.2025 I input my correct vehicle detail and the price came out to the $284.06 (with discount code). This was Safelites advertised price based on my vehicle input which is a 2014 **** RS5. I paid this price in full on 05.28.2025. For them to come back and say the price is now $715.20 is price gouging. As a customer I have no control over *********************** price listings on their online portal. Had I been aware that the price was $715.20 and not $284.06, I would have explored other options. This is not an **** branded windshield which costs between $571-$1,200. This is an aftermarket windshield 

  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: 23418622
  
  I am rejecting this response because: the response is acknowledgement of the complaint and not a resolution.

  I await a resolution.

  Satellite responded that they will look into the matter and get back to me. It is not a resolution. So Im waiting. Also, when I initially ordered service online on 05.28.2025 I input my correct vehicle detail and the price came out to the $284.06 (with discount code). This was Safelites advertised price based on my vehicle input which is a 2014 **** RS5. I paid this price in full on 05.28.2025. For them to come back and say the price is now $715.20 is price gouging. As a customer I have no control over *********************** price listings on their online portal. Had I been aware that the price was $715.20 and not $284.06, I would have explored other options. This is not an **** branded windshield which costs between $571-$1,200. This is an aftermarket windshield 

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

  

  Business Response

  Date: 06/06/2025

  Hello,

  I apologize I was unable to confirm resolution in the previous correspondence. I am happy to say in this instance we were able to get a refund processed for the difference you paid out of pocket totaling $431.14. This will be refunded to the credit card used and will reflect shortly within 7-9 business days.

  Please let me know if you have any further questions or concerns.

  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:06/04/2025

  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 7, 2025, I had my windshield replaced by Safelite AutoGlass in ********, ** (Store #******). I drive a 2020 ***** Odyssey, which is equipped with an advanced driver assistance camera (ADAS).Although Safelite provided a Certificate of Recalibration stating the camera was successfully calibrated, I began receiving dashboard warnings related to the camera system (Lane Keep Assist Problem) within just 3 days of the installation.Additionally:The first windshield installation was incomplete, with the side molding not fully sealed. I had to return and have it resealed.After the reseal, the new windshield began making loud wind noise at highway speeds, indicating improper installation.Despite multiple follow-ups, the shop claimed the problem was due to my old camera and refused to acknowledge responsibility.However, the camera had been functioning perfectly before the windshield was replaced. These ADAS issues only began immediately after Safelites work.The invoice clearly shows I was charged for recalibration. I believe the calibration was either not performed properly or the windshield was installed incorrectly, causing system failure. The vehicle is now unsafe to drive with no working lane assist or warning system.This experience has caused me emotional stress and time lost due to re-visits and having to fight for accountability. I am seeking a full investigation and resolution, including:Proper recalibration or coverage of cost to fix it at a dealership Refund for the improper installation if proven negligent Apology for the poor customer service and misdiagnosis ??? Desired Resolution:1.Immediate fix or cost coverage for proper camera recalibration 2.Refund or compensation for improper installation 3.Formal acknowledgment of fault and better quality assurance from Safelite

  

  Business Response

  Date: 06/04/2025

  Dear Sun *** , 
  
  Please accept my sincerest apologies. I attempted to reach you on the phone and left a voicemail message. I have also sent you an email directly that you can reply to. I received your complaint regarding your recalibration issues, I would be more than happy to assist you in getting this rectified. I will be escalating this issue with the management team in the shop as well. Please reach out to me via phone at ************** or email directly. 
  
  Sincerely,
  
  ***** ******* | ************* Representative
  Office | **************
  *******************************************************************************
  ********************** Group******
  7400 Safelite ************************

• Initial Complaint

  Date:06/04/2025

  Type:Product 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 had my windshield replaced on 4/21, 2025 and was charged $376.48. The original quote was $290.00. They installed and charged me for windshield wipers which I did not ask for and wasn't on the order. When trying to get a refund they are giving the run around saying it has to be manager approved and I've been waiting over a month. I shouldn't be waiting for a refund for something I never even orderd

  

  Business Response

  Date: 06/04/2025

  Hello,
  
  I'm so sorry about this issue with your bill! I'm very sorry about this delay for you regarding this BBB and I understand that is very frustrating. I apologize for any inconvenience this has caused you and I will work to have this one resolved. I will be following up on BBB ID#-******** so we may reach a resolution. I am reaching out to the **************** and the ************************* Team regarding this issue that you are referencing in this BBB complaint. I have informed them of the billing issue with these wipers and asked for an update so we may discuss next steps. I should receive a response in 1-2 business days regarding this issue so I may further assist. Once I receive an update on the situation, I will email you with the next steps. In the meantime, please let me know if you have any other questions. Thank you! 
  
  Sincerely, 
  ******* ********

  Customer Answer

  Date: 06/04/2025

  [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:06/04/2025

  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 march of this year I had an appointment to get my front glass replaced with safelite in ********* ma and some weeks after when it started raining I saw that there was water coming into my car I called safelite to get it fixed so I got sent to safelite in ******* mass on may of this year and they saw the arm behind the glass was cracked and it was never told to me I went to safelite in ********* and the manager there said that he will order the part and told me that the part will be there between the ***** of last month ever since then I have been going back and forth with safelite because they havent fixed the part and its almost a month and I keep getting the round around when it comes with this problem safelite hasnt done anything yet just yesterday 6/3/25 someone from safelite called me and told me that the part wasnt ordered so I was lied to about this and today 6/4/25 I spoke to another person in safelite and told me there was an order but didnt know or see when it was ordered or what time and I find that strange all Ive been trying to get is my part fixed but Im going to have to talk to a lawyer about this problem and have them take care of it and on top of all of it I never got an email or a printout of the ordered made since last month

  

  Business Response

  Date: 06/05/2025

  Hello,
  
  Safelite offers our sincerest apology for the inconvenience you've experienced regarding your service. I  spoke with Mr. ******** to advise our Safelite team is actively investigating the customers concerns and request regarding the BBB Submission. I advised the customer I will ensure an appropriate follow up as soon as possible. If there are further questions or concerns, please feel free to contact our Safelite ************* team. We can be reached at ************ Mon-Fri 8AM-7PM. Thank you, and have a great day!

  Thank you,

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

• Initial Complaint

  Date:06/03/2025

  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 2017 ***** CRV was ***laced by Safelite on 3/11/2025 at the ********************** location in ********. Shortly after install I noticed severe vertical and horizontal optical distortion in the drivers and passengers direct viewing area. On 6/2/2025 I contacted Safelite customer service about the issue. I was told the windshield has a lifetime warranty which is only valid for 30 days. I responded that the windshield actually has only a 30 day warranty not a lifetime warranty as stated on the invoice to which the customer service *** ***lied yes. The *** then wanted to set the car up for a warranty appointment. I ***lied that this would be a waste of my time since they would also tell me the lifetime warranty is actually only 30 days to which the *** responded yes. I ended the call. I want the windshield ***laced under the lifetime warranty as stated on the invoice. This windshield was paid for by my insurance company who said Safelite was a recommended installer. I wonder if my insurance company knows of Safelite lifetime warranty that is only good for 30 days.

  

  Business Response

  Date: 06/04/2025

  Hello and Good afternoon!
  
  We are reaching out to you regarding your complaint. I am one of the agents assigned to the case and would like to provide assistance.  When it relates to the warranty with Safelite it is an lifetime warranty. You do have thirty days once noticing any issues to reach out to them to help resolve matter. If that doesn't happen it can cause issues with the warranty. With this information we would still like to setup the warranty appointment as soon as we can! If you could please contact us at our ************ number we would be more than happy to help setup warranty appointment. I did call you today as well and left an voicemail. 
  
  Thanks so much!
  
  Devonta

  Customer Answer

  Date: 06/06/2025

  [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: 06/06/2025

  Warranty visit was scheduled with Safelite and windshield was replaced under warranty. Replacement windshield is optically clear. Thank you for your involvement in this matter.

• Initial Complaint

  Date:06/03/2025

  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.

  1st time using Safelite. Called to have them come to my home and replace. Wipers as well. It was done in the rain resulting in water getting inside my vehicle and shorting out horn. That windshield leaked air the following day. Another installer replaced windshield. That one leaked water into my radio from the rear view mirror shorting out my speaker. ***************** retrieved my vehicle to replace 3rd time. Now my wipers are broken. 3 days of my life and continued stress from this company

  

  Business Response

  Date: 06/03/2025

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

  Customer Answer

  Date: 06/09/2025

  This has not been resolved. I was contacted the day I submitted the complaint and it was supposed to be escalated to area director. No further communication has been sent

• Initial Complaint

  Date:06/03/2025

  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.

  They replaced my front glass. Days later, they told me it wasn't calibrated. They sent a technician, and my car started to turn on the front collision light because it wasn't calibrated. They said they would call me. They didn't call me. I had to call back two weeks later. I called again, they sent a technician, it didn't work, they would call again, they didn't talk, I had to file a complaint and they listened to me, they made me an appointment and the technician didn't come... this is the second time I stopped working to fix the car. They haven't talked to me about repairs. They've come three times, they don't answer, I don't know what else to do.

  

  Business Response

  Date: 06/04/2025

  Dear ********* *******,
  
  Please accept my sincerest apologies. I attempted to reach you on the phone and left a voicemail message. I have also sent you an email directly that you can reply to. I received your complaint regarding recalibration issues; I would be more than happy to assist you in getting this rectified. I will be escalating this issue with the management team in the shop as well. Please reach out to me via phone at ************** or email directly. 
  
  Sincerely,
  
  ***** ******* | ************* Representative
  Office | **************
  *******************************************************************************
  Safelite Group, Inc.
  7400 Safelite Way | ******************