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:06/03/2025

  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.

  I went to the Safelite location in ******** ** for a rock chip repair on my 2005 ***** 2500hd truck. When I arrived I was told there was a $75 fee for the work. I asked about it and was told that was my portion. I was never told it was for wiper blades. Had I been told that, I would have said no. When I called to speak to the manager he told me there was nothing he could do. They are the ones who did not communicate about the windshield wiper blades. I asked. Not one word about the blades.

  

  Business Response

  Date: 06/03/2025

  Hello, 
  
  I am emailing regarding BBB ID#-********. Looking into this work order it looks like State Farm filed this claim. This work order was submitted by State Farm with the wipers included as they currently establish their claims directly. I apologize if State Farm did not inform you of the price of the wipers when you filed the claim. As we did not file the claim, we would refer this to State Farm so they may address this situation as we performed the service according to the work order. Please contact State Farm regarding this issue with these wipers and they can further address this issue. Thank you! 
  
  Sincerely, 
  ******* ********

  Customer Answer

  Date: 06/03/2025

  you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23411803
  
  I am rejecting this response because: 

  What is stated is not correct. U made the appointment. My issue is that when asked about the $75 charge your employee indicated that was my portion. He never indicated to me that it was for wiper. Had he told me it was for the ****** I would have declined. It doesn't matter that you say state farm made the appointment. Your employee failed to correctly inform of what the charge was for. That being said, the matter is resolved because I was able to speak to someone who listened to me and I am getting a refund. 
  
  Regards,
  
  ******* ******

  

  Business Response

  Date: 06/04/2025

  Hello,

  Wonderful, I'm glad you were able to get that refund you desired! We, unfortunately, couldn't have set up the refund as we didn't set up the claim and we are glad you are getting the refund for these wipers. We apologize if the wiper price wasn't stated when the claim was made. We are glad this situation has been resolved for you, and we hope the repair went well for you. Thank you for choosing Safelite and I hope you have a wonderful rest of your day! 

  Sincerely, 

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

  Customer Answer

  Date: 06/05/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:06/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my windshield replaced by Safelites *********, ** location after a rock cracked the glass. Then, we discovered water pooling in the vehicle. Safelite acknowledged the windshield was not sealed properly and replaced it under warranty.The technician who installed the second windshield clearly stated that the leak may have came from the previous installation and advised us to get an interior cleaning estimate. We followed his guidance and received a professional estimate from Bakers Collision Repair for $515.10. Despite this, the store manager is refusing to accept responsibility and claims we waited too long to report the issue.We want to be clear: we reached out to Safelite as soon as we noticed active signs of a leaknot fog or frost, which we had mentioned previously but are common in many vehicles and do not confirm a defect. There was no visible damage or water intrusion until recently.We have acted in good faith, followed all Safelite instructions, and preserved documentation.We are deeply frustrated that Safelite has denied responsibility despite acknowledging their workmanship error. This is not only about water damageit is also a health risk due to potential mold exposure, as I have underlying medical issues.We are requesting that Safelite:Pay for the $515.10 cleaning cost,Honor their warranty based on clear documentation,Update all case notes to reflect accurate communication.We are prepared to pursue small claims court if necessary, but we hope Safelite will make this right.

  

  Business Response

  Date: 06/03/2025

  Hello and Good afternoon!
  
  I greatly apologize about this matter and the damages from the water leak. I am one of the agents that have read over the case and will be helping provide resolution on the matter. I called you today and left a voicemail with our ************ and if you have any questions we can be reached there or through here. Through looking into the matter and also speaking with **** one of the managers at the safelite shop, they have agreed to resolve the matter and also pay for the detailing and rental car. Through speaking with **** and representatives at customer care team, they have the rental setup for you so you can have the detailing done and your vehicle back soon with all matters fixed. We appreciate you greatly for contacting us and if anymore assistance is needed we can be reached here or ************.
  
  Thanks so much!
  
  Devonta 

• Initial Complaint

  Date:06/02/2025

  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 car was getting serviced by this company and when they asked me to come pick up my car there was damage a scratch and dent on the new vehicle I purchased 2 days prior to them servicing it. I will not be responsible for something that did not happen on my watch. I was no where in the area when this accured. The manager was supposed to call me and do something and its been 2 months Ive given him plenty of time.

  

  Business Response

  Date: 06/03/2025

  Good Afternoon,
  
  I am one of the ************* Agents that has been assigned to your case. I do apologize for this, and I have escalated this to our upper management team for further assistance. I have forwarded them the photos you have attached as well. I will be continuing to monitor this case to ensure we do have someone reach out to you as soon as possible to assist with this. Please let me know if you have any questions, or may need further assistance. You can reply directly to this email, or give us a call in the ************* department at ************. Thank you and have a great day!
  
  Dakota G
  ************* Representative

• Initial Complaint

  Date:05/31/2025

  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 hired Safelite to install a windshield on my 2016 *********************. The technician damaged the frame (body) of the windshield and denied causing the damage. The damage is clearly a result of removing the windshield. I have tried contacting Safelite and keep getting re-routed to ***** number which has not resulted in meaningful communication. I am requesting they take accountability for the damage and pay the cost of repairing the damage.

  

  Business Response

  Date: 06/02/2025

  
  Hello and Good afternoon!
  
  I am reaching out as I have looked into this matter and want to greatly apologize about this. I have called you on the matter and left a voicemail to advise I will be one of the agents assisting the matter. I have contacted the shop on the matter and the manager ******* has reached out to you regarding the matter on 5/29 and also today 6/2. If you could please return her call so they can help go over and discuss the damages. If you have anymore questions or concerns on the matter we can be reached here or ************.
  
  Thanks,
  
  Devonta
  

• Initial Complaint

  Date:05/30/2025

  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 5.30.2025, I went to pick up my vehicle from Safelite AutoGlass after having my rear window glass replaced. After the service, I found broken glass still scattered inside my vehicle including in my childs car seat. This creates a serious health and safety risk, especially to my young child.I returned to the location and informed them of the problem. However, they refused to clean up the remaining glass or take responsibility for the issue. Their negligence not only compromised the quality of service but also endangered my child.This is unacceptable. I expected Safelite to perform a complete and professional job which includes cleaning up all broken glass, especially from sensitive areas like a child safety seat.Resolution Sought:A professional cleaning of my vehicles interior, paid for by Safelite.Replacement or reimbursement for the contaminated child car seat.A formal apology and assurance that this issue is being addressed to prevent future harm.If this matter is not resolved, I will consider legal action for negligence and continue to file complaints with other consumer protection agencies.

  

  Business Response

  Date: 06/02/2025

  Hello and Good afternoon!
  
  I am reaching out as I have read over your complaint and want to greatly apologize about the glass left over in the vehicle and trouble this has caused. I have looked over the matter and spoken with you and the shop on the matter. Through speaking with you it was advised that the shop did not want to help. They also advised there were some items in the car and that is why the shop also did not want to provide more assistance. I again do apologize, after speaking with them and looking at information on the work order they are standing with there stance on the matter as to why they weren't able to get all the glass up. Since you have got the detailing done and the insurance will assist which we are happy to hear there isn't much more we can do to assist. What I would like to offer since the shop will not offer any other assistance we would like to offer an $100 goodwill do make up for the issues occurred from the replacement as well for any inconveniences that this has caused such as advised in our call you did get some glass stuck in your leg and I would again like to apologize. If this goodwill works for you we can issue the check to your address provided **********************************. We again greatly apologize and if this works please let us know and check will arrive within 7-14 business days. We appreciate you contacting us and hope this can rectify your matter. If there are anymore questions we can be reached here or ************.
  
  Thanks so much!
  
  Devonta

• Initial Complaint

  Date:05/30/2025

  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 called on May 1st of 2nd to get a price on a windshield for my 2016 ***** CX-5. I received a quote of ******, the representative advised me that this includes lifetime warranty and calibration for my windshield. I asked her what the warranty includes, and the representative advised me that it includes repair/replacement, workmanship. molding, and leaks/wind noise. Then I asked her to give me a quote on my 2013 ***** CX-5 and she then stated let's get through this one first so I don't lose the information and asked me if I want to schedule an appointment and I advised yes so, she scheduled the appointment for May 9, 2025 between 8am/1 pm. She advised me that the final price for the 2016 ***** was ****** I asked her if this was for the calibration of the windshield as well and she stated that the vin number is not showing that it needs to be recalibrated, but if it does it that it includes this as well. I then advised her that according to my husband that it does need to be calibrated and I told her that husband used to be a ***** manager, so he knows his vehicles. So she finished the information on the 2016 ***** and we continue to a quote on my 2013 quote and she advised me that the quote for the 2013 was ****** I then asked her why this was higher than the 2016 ***** that needs to be recalibrated and she advised that the vin number for that one needs to be recalibrated I then stated what the one is just a normal windshield and does not need to be calibrated and she stated that this one had the solar in it. I feel like I should get the quote my husband received online (**************************) of the ****** and the discount of *****, which would make the price being ******. I think this is ridiculous that the manager wouldn't have honored the online price and the personal quoted price I was given on the phone when I first called Safelite.

  

  Business Response

  Date: 06/03/2025

  Hello,
  
  Safelite offers our sincerest apology for the inconvenience you've experienced regarding your service. I spoke with Mrs. **** to advise our Safelite team is actively investigating the concerns and request, and will ensure an appropriate follow up as soon as possible. Mrs. **** has requested to be the point of contact at ************** and all future handling regarding the BBB submission. If there are further questions or concerns, please reach out to our Safelite ************* team. We can be reached at ************ Mon-Fri 8AM-7PM. Thank you, and have a great day!

  Thank you,

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

  Customer Answer

  Date: 06/03/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23397016
  
  I am rejecting this response because: I have not received any resolution yet, the lady I talked to yesterday just told me that she will review the situation and she will be in contact with me and my husband. When my husband got home he told me that the Safelite lady he talked to yesterday day stated that she will let up get the windshield for the ****** and get the ***** discount on top but she did not say anything like that to me. We got another windshield for the 2016 ***** CX-5 due to no resolution from Safelite when we talked to the manager nor received no email from the CEO. So at this point I would like to get that price for my 2013 ***** CX-5, for which would be for ****** for the windshield.
  
  Regards,
  
  ******* ****

  

  Business Response

  Date: 06/03/2025

  Hello!
  
  I wanted to confirm Safelite ************* is still investigating the ******************** submission, and I will follow up with you directly regarding resolution. Thank you for your time and patience to allow for further review. 

  Thank you, 

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

  
  

  

  Business Response

  Date: 06/03/2025

  Good afternoon, 

  I wanted to confirm Safelite ************* is still investigating the ******************** submission, and I will follow up with you directly regarding resolution. Thank you for your time and patience to allow for further review. 
  Thank you, 
  ******** *******

  

  Business Response

  Date: 06/10/2025

  Hello!

  I spoke with **** **** this morning after providing her time to discuss with Mr. **** if they would like to proceed with a windshield installation for the 2013 ****** You mentioned you didn't need work for the vehicle at this time, and didn't need further assistance. Our call dropped, so I called back and left Safelite customer care call back information if you need anything from here. Thank you again, **** and Mr. ***** Have a great day!

  Thank you, 

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

• Initial Complaint

  Date:05/30/2025

  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 11th 2025 Safelite installed a windshield on my ****** 4Runner, on May 25th 2025 my windshield has a 24 crack and growing. When I went into ask about it they said there is nothing they can do, and that the windshields are much thinner than OEM (for fuel efficiencylol). After I made a comment about my prior windshield lasting 20 years not 2 months. I wish I would have been made aware about the lack of quality, being much thinner than OEM I would have went to the dealer had I known. Shameful they can get away with NOT standing behind their product and their labor. I deserve at the very minimum a partial refund if not full refund so I can take my business elsewhere.

  

  Business Response

  Date: 05/30/2025

  Dear ****** Crofter, 
  
  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 (Complaint), 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,

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

• Initial Complaint

  Date:05/29/2025

  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.

  Safelite has required insurance information and credit card payment information with repeated promises to come to my address and perform a windshield replacement. Two times totally ghosted without a call. And Safelite does not even allow you to call the local location...dead FAQ reference and hang up. Lousy business model and still waiting for a show up after wasting two days of missed service windows. I now have to reschedule or totally reclaim on my insurance to shift to another provider. *********************** location is broken Safelite.

  

  Business Response

  Date: 05/30/2025

  Hello and Good morning!
  
  I am reaching out as I have read over your complaint and greatly apologize about the missed appointments by Safelite. I am one of the agents assigned to the case and be willing to try and offer assistance. I have called you today and left a voicemail with our ************ number and as well sending this email. I have looked over the work order and it does show completed and invoiced. If this is not correct please don't hesitate to contact us as we would love to provide more assistance. 
  
  Thanks so much!
  
  Devonta

• Initial Complaint

  Date:05/29/2025

  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 5/25/2025 I paid Safelite $****** for a new window for my car.The tech arrived twice with the wrong part. And later said they didn't have it. After calling the corporate office they said I was only charged $ ****** and would not get my refund in full. After talking to the manager I was told the technician changed the original pricing of ****** to ****** and there was no way they can correct what he did. I have no window and no refund

  

  Business Response

  Date: 05/30/2025

  Dear Mr. ******** , 

  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 refund. I have attached the invoice stating your work order was cancelled and refunded to the payment method on file. I show the refund was in the amount of $599.04. Please reach out to me via phone at ************** or email directly. 

  
  Sincerely,
  
  *****

• Initial Complaint

  Date:05/29/2025

  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.

  5/29/25. I was quoted $50 for 2 rock chip repairs. Service technician stated there were 4, did not tell me a price so I assumed it was covered under quoted price. I went inside to my office. 10 minutes later he told me he was done, NOTHING AT ALL WAS fixed. STILL clearly visible and I told him that this was to be an insurance claim. He said it's $200 and would not allow me to file through insurance. I called the offices and they refuse to send a tech to actually FIX the issue and refuse a refund. This is clearly FRAUD.

  

  Business Response

  Date: 05/29/2025

  Hello,
  
  I'm so sorry about this issue with your vehicle! I will be following up on BBB ID#-******** so we may reach a resolution. I am reaching out to the Management team regarding this issue to the vehicle that you are referencing in this BBB complaint. I have informed them of the issue with you billing 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, 
  ******* ********