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:05/27/2025

  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 paid $173.80 for Safelite to repair a crack on my windshield on 12/18/24. The same crack later expanded requiring a full windshield replacement on 4/3/25. Per Safelite lifetime guarantee, the $173.80 paid to repair the windshield should have been applied to the replacement cost, but customer service said they don't do that, instead they would issue a refund to the original payment method. I have still never received a refund for the repair cost and am requesting the refund immediately since it has been 2 months and for Safelite to improve it's process to automatically deduct prior payments from work when it is performed to fulfill their guarantee.

  

  Business Response

  Date: 05/29/2025

  Hello,
  
  Safelite offers our sincerest apology for the inconvenience you've experienced regarding your service. I wanted to recap our conversation during our call to make sure everything we discussed is on file. 
  Safelite billing department has reviewed your refund, and it has been issued 4/03/2025, with an approval date of 4/23/2025. The time frame after approval date is 5/7 business days for your refund. This refund has been credited back to your Master Card ending in 0659. I will follow up on 5/30 via phone, to allow time to review the bank account and whether funds were returned. 
  Please reach out to our Safelite ************* team with any further questions or concerns. We can be reached at ************, Mon-Fri 8AM-7PM EST. 

  Thank you,

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

  ************* Representative 

  Customer Answer

  Date: 05/30/2025

  [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. **************** was very helpful providing the information to resolve the issue with my credit card company.
  
  Regards,
  
  ******* ********

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told they would repair my windshields front and back in two days. One was an Warranty issuse and the other a new repair. They said they had all parts the day they scheduled to come out. This has been since May 4th.I spoke with shop with safelite and they mislead me about the time frame and services. I to rent a car as result of the damaged to rear windshield since that time rental cost continues and they still have not repaired my car. I would like to address when car would be repaired and foe them to reimburse me for my rental expenses and mental concerns

  

  Business Response

  Date: 05/28/2025

  Hello and Good afternoon!
  
  I am reaching out as I am very sorry about the issues you have been having with the Safelite shop an getting the back glass matter resolved. I am one of the agents assigned to your case and will be helping provide assistance. I have escalated this complaint to the management team and Safelite managers to see what can be done to help resolve this matter as soon as possible. I did call you today to confirm this information and will be reaching out as well as the management team with more information. We appreciate your patience and understanding and hope to have resolve soon. If you have any questions or concerns we can be reached here or ************.
  
  Thanks so much!
  
  Devonta

  Customer Answer

  Date: 06/05/2025

  ******** ******' via Dispute Resolution - Shared Inbox<**********************************************************************************************>	Jun 4, 2025, 5:20 PM (18 hours ago)
  todisputeresolution

  I would like to add to my complaint about damages caused by Safelite tech to my car and the installation they failed to complete. Please call me at ************ 

  Abdullah Rashid 
  

• Initial Complaint

  Date:05/27/2025

  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 am writing to formally file a complaint against Safelite AutoGlass concerning an incident involving their lack of due care during a recent service appointment.Around early april , I brought my vehicle to Safelite for windshield replacement service. While the repair itself was completed, the technician failed to replace my parking sticker/pass in the vehicle windowa critical item that grants me authorized parking in my residential area. This oversight resulted in my vehicle being towed by my buildings enforcement contractor. As a result, I was forced to pay out-of-pocket expenses for both the towing fee and a replacement parking permit.When I contacted Safelite regarding the incident, they failed to accept responsibility for the omission, despite the fact that the sticker was removed as part of their service process and not returned. Their refusal to cover or even share in the financial burden caused by their negligence was both frustrating and disappointing.I am seeking reimbursement for the cost of the tow and the replacement parking pass, as this situation would not have occurred had their staff taken proper care during the reinstallation process.I hope that bringing this issue to your attention will prompt Safelite to reconsider their position and improve their accountability standards in the future. I appreciate your time and attention in reviewing this matter.

  

  Business Response

  Date: 05/29/2025

  Good afternoon, 
  
  In reference to our recent conversation, I want to apologize for the inconvenience experienced due to the missing parking sticker. Please provide the documentation discussed so that I may escalate to the ******************* for further review - **** receipts and replacement sticker. Please reach out via this email stream if you have any additional questions or concerns. 
  
  Case# 25264359    
  
  Thank you, 
  ****** Dennis 

  Customer Answer

  Date: 06/10/2025

  ****** *******<********************************>	Fri, Jun 6, 4:24 PM (4 days ago)
  toBetter

  Good afternoon, 
  
  
  Id like to clarify a few points regarding the parking sticker issue. On June 4, I followed up with a call due to my concerns with the initial email response. During that call, the agent confirmed that the oil change sticker was indeed placed back in the window by the technician. Given this, Im struggling to understand why the parking sticker was not treated the same way.
  
  It seems inconsistent that one sticker was transferred back without any request, while the other was discarded, especially since there was no indication that we needed to make a specific request for both to be saved. If this was a policy or standard procedure, it was not communicated beforehand.
  
  I understand your policy regarding the 30-day warranty window, but I believe this matter falls more under reasonable expectations of service consistency and care, rather than a warranty-related issue.
  
  Id appreciate it if you could look into this again and consider whether something can be done to resolve it fairly.
  
  Best regards,
  ****** *******

  

  Business Response

  Date: 06/11/2025

  Hello, 

  The District Manager is attempting to contact regarding this escalation. Please contact customer care for assistance in reaching the District Manager regarding this issue.  Please call us at the customer care department at ************ we are available Monday-Friday 8 am-7 pm EST. Please give us a call so we may connect you to the District Manager to discuss this issue. 

  Thank you! 

  Sincerely, 

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

• Initial Complaint

  Date:05/27/2025

  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 20, 2025, I had a scheduled appointment with Safelite AutoGlass for a windshield replacement and calibration. I initially booked the appointment at their ************** location in *********, **, but after reading several negative reviews, I opted to switch the appointment to the Gardena, ** location.I contacted Safelites customer care team to confirm that my appointment had been successfully updated. I was assured that my windshield replacement and calibration would be completed same day at the ******* location.On the day of the appointment, I drove from *********** to Gardenataking time out of my day and incurring travel expensesonly to be informed that the windshield was not available at the shop. This was extremely frustrating, as I had already received confirmation from customer care that all parts would be in stock and services completed the same day.When I asked to speak with a manager, I was told that none were available. A supervisor offered financial compensation for the inconvenience, but I never received a response to the follow-up emails I sent, and as of today, the windshield has still not been replaced.This has caused me considerable inconvenience, loss of time, and financial burden. I believe Safelite failed to uphold their service commitment and demonstrated a lack of communication and accountability in handling my issue.

  

  Business Response

  Date: 05/27/2025

  Hello,
  
  I'm so sorry about this issue with your service! I will be following up on BBB ID#-******** so we may reach a resolution. I am reaching out to the District Management and the ************************* Team regarding the compensation that you are requesting in this BBB complaint. I have informed them of the issues brought up in the complaint 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 I may answer. Thank you! 
  
  Sincerely, 
  ******* ********

  Customer Answer

  Date: 05/27/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23381838
  
  

  Thank you for your message.
  
  
  However, I must respectfully reject this response, as it fails to provide a meaningful resolution or clear timeline for addressing the core issues outlined in my complaint. Simply stating that you have contacted internal teams without offering any specific information or assurance does not constitute progress toward resolving this matter.
  
  
  This situation has already caused considerable inconvenience, and continued delays are unacceptable. I expect a substantive response that includes a concrete plan of action, including the steps being taken, the timeline for resolution, and clarity around the compensation being offered.
  
  
  Please treat this matter with the urgency it deserves. I look forward to your prompt and detailed response.
  
  

   

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

  

  Business Response

  Date: 05/28/2025

  Hello *** ********, 

  I have emailed the field management team regarding this issue and hopeful for a response soon. Once I am able to correspond with the field I will be able to provide more concrete steps at that time. I apologize for the delay, but I will provide an update as soon as I am able to! Thank you 

  Sincerely, 

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

  Customer Answer

  Date: 05/28/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23381838
  
  I am rejecting this response because theres still no resolution to concern.
  
  Regards,
  
  ***** ********

  

  Business Response

  Date: 06/03/2025

  Hello *** ********, 
  

  I apologize for the delay I was corresponding with the field regarding this issue so we could understand the issue better. I apologize about this system issue you encountered. The system allowed a reschedule for a different location for the same day but the part was already at the original scheduled location. We apologize for the glitch in the system. We were waiting for the call pull to return and the system did allow this switch. We apologize for this frustration with the service. Discussing this issue with the Store Manager we are able to perform the windshield installment for the vehicle but not the recalibration, due to the tires on the vehicle. So I can reschedule you for that windshield installation. As an apology for these issues discussed we would like to extend a $75 compensation. We apologize for any inconvenience this may have caused you! 

  Sincerely, 

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

  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: 23381838
  
  I am rejecting this response because: 
  
  

  Thank you for your response and for taking the time to investigate the situation.
  
  
  While I appreciate the gesture of a $75 compensation, I believe a more reasonable accommodation for the inconvenience, time lost, and the additional burden caused by the system error would should be $250. I kindly request that this amount be issued as fair compensation.
  
  
  In addition, since your team is unable to perform the calibration due to the tires on my vehicle, I ask that either your company complete the calibration or make arrangements to have my vehicle sent to **** for the service. Please bill my insurance accordinglyIm only responsible for my $500 deductible.
  
  
  Lastly, could you please let me know what form of payment will be used for the compensation?
  
  
  Thank you for your understanding and assistance in resolving this matter promptly.
  
  

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

  

  Business Response

  Date: 06/04/2025

  Hello, 
  We are aligned to provide the $250 payment due to the inconvenience caused by our systems. Unfortunately, we are unable to complete the calibration due to the modifications done to the vehicle. The desired service for the vehicle would need to be done elsewhere as Safelite is unable to accommodate. Please direct any changes to the claim to the insurance company, ****** at ************ so that they may assist with having the claim reassigned to the dealership of choice for further assistance and service. We would be able to send this courtesy payment to you in the form of a check for your inconvenience. Is the address ************************************************* a good address to send this to?
  

  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: 23381838
  
  I am rejecting this response because I would like to correct the mailing address on file. The correct address is:

  ***************************************************************************************
  
  Please ensure all correspondence and any courtesy payments are sent to this address ASAP.
  
  Second, I want to clarify that there have been no modifications to my vehicle that would impact calibration services. The only change made to the vehicle was a swap of the rims, and the tire size remains exactly the same as originally manufactured. This minor cosmetic change does not affect the vehicles systems or calibration requirements.
  
  
  Given these facts, I do not agree with Safelites refusal to perform the necessary calibration service. However, I do acknowledge and accept the $250 courtesy payment being offered for the inconvenience caused by your system.
  
  
  Should there be any further concerns or verifications needed, I am available and willing to provide supporting documentation to confirm the specifications of my vehicle remain unchanged aside from the wheels.
  
  Regards,
  ***** ********

  

  Business Response

  Date: 06/05/2025

  Hello, 
  I am sending a check for $250 to the address ***********************************************. This should take 1-2 days for processing and then 7-10 days to arrive to your address. At this time, we are unfortunately unable to perform this service. Please refer back to insurance ****** at ************ to have this claim reassigned so the service can be provided for you. Thank you! 

  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:05/25/2025

  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 scheduled and PAID for a replacement of my front Windshield on May 16, 2025. My appointment was due to take place on Thursday May 22 between the hours of 8am-1pm. I took time from work to make sure I was available.The technician showed up as scheduled but informed me that he did not review his notes before coming and did not have the correct software to complete my service which included a recalibration of my safety features. He called his office as spoke to the manager on site who then scheduled my recalibration appointment for the following day, Friday, May 23, 2025 between the hours of 1pm and 6pm. I agreed but informed him that this needs to be completed by Friday.On Friday morning at 7 am (1 hour before the buisness opens) I received a call from an ****** stating that my part was not arrived and that they will be cancelling my appointment I called them back as soon as the time allowed (8am when the buisness was open) to inform them that there should be no part and that it was just a recalibration that NEEDED TO BE COMPLETED and they had already received approximately $1100 to fill complete this work so I expected service for the work Ive already paid for. ****** then put my schedule back on without updating her notes for what I neededI waited ALL DAY for a tech to come and complete my the services Ive already paid for and I no one ever showed up, nor did they call and when 6pm came and went, I was unable to contact the store because they were then closed The next day, I contacted Safelite to inform them of my frustrations and requested a refund for the service that they did not complete. The manager told me to come to the shop and try to have the service done there something I expressed I was unable to do due to my schedule. They claimed that they could not refund any money due to insurance paying for 1/2 and they wouldnt contact insurance. They didnt even offer any type of apology or alternatives to their massive repeated errors

  

  Business Response

  Date: 05/27/2025

  Hello,

  I am so sorry to hear of this situation. I have reached out to the field management team for a resolution. I will reach out directly to you as soon as I receive a response on the best way forward.

  Please let me know if you have any further questions I appreciate your patience as we investigate these issues.

  Customer Answer

  Date: 05/27/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23375587
  
  I am rejecting this response because: Until this issue is resolved or I receive full service I will not resolve this issue on BBB. A promise to have management contact me is not a resolution until I am contacted since this company has proven they are unable to fulfill contracted or paid for obligations. My complaint remains UNRESOLVED.
  
  Regards,
  
  ***** ******

  

  Business Response

  Date: 05/30/2025

  Hello,

  We have an appointment listed for you for 5/31. The Shop manager said that he did speak with you and will work with you to get this resolved Saturday.

  Please let us know if you have any further issues.

• Initial Complaint

  Date:05/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my car in for a small chip repair on 5/23/25 at 8:00 AM. The size was smaller than a nickel. I have a picture of the before chip in the windshield. I was told verbally as I handed the keys over theres a very small chance it could extend a little bit but if it did it would not extend any further. I said will it get bigger by more than 3-5 inches? The response was no. I proceeded with letting them make the repair. Technician ****** ****** did the work. The total job took about 35 mins. When I was brought out to see the damage the crack had grown about 5 inches but technician said it was fine and fixed and would not grow any further. I expressed concern and mentioned Id keep my eye on it. I drove home, went in th house and the crack grew to cover the whole windshield top to bottom. It was fully cracked. I called customer service and they told me that it would cost anywhere from $1100-$900 to have it repaired. I then asked for an escalation because they were taking 0 liability for their work. It was never communicated that it could be fully fractured on paper or verbally. It ultimately felt like a scam , you could theoretically have zero liability for repair intentionally break it and make more on the whole windshield repair. They offered $100 off for a total of $800. Because the original repair was issued through a third-party warranty provider, they were not willing to discount the amount of the additionally 100 either. Ultimately, I feel as though I shouldnt pay anything for the repair of the windshield as it felt like a scam. The manager is *********** ****. His email is: *******************************************

  

  Business Response

  Date: 05/27/2025

  Hello,

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

  Customer Answer

  Date: 05/27/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23370281
  
  I am rejecting this response because: the verbiage used by the response email. For example, repair integrity.  There was no repairing no sustaining of integrity. It was only broken further, which instigated the need for a full windshield exchange immediately. Thus making said business, a larger payout.
  
  Regards,
  
  ***** *******

  

  Business Response

  Date: 05/28/2025

  Hello,

   

  
  I am very sorry to hear about the inconvenience. When we attempt to perform a repair we're already working with damaged glass when there is a chip or crack present. Unfortunately, if it does not hold we're not responsible. The technicians provide the disclosure on their phone for you to read over at the time of service. Please go to  ***************************************************************** regarding our repair process.

   

  Thank you,

  *****

• Initial Complaint

  Date:05/23/2025

  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 May 9th 2025 I received a windshield replacement from Safelite with a cost of $422.39. Since the replacement, the passenger side of my 2006 landrover has been leaking from the top into my car, a problem i have not had prior to this replacement. The entirety of the carpet on the passenger side is completely soaked in rainwater from this leak. My ac blower motor has stopped working due to water damage. There is so much water it is making its way to the back of the car. Ive called safelite for a warranty replacement and was told it was scheduled on the upcoming friday (5/23/25). however it was changed to 5/30/25 without my knowledge. i called customer support and after ****** of battling with the automated line i finally reached someone who could not help me. After being transferred to customer care who could also not help me, i was given the number to the shop itself. And the number lead to the same automated service. It is supposed to rain next week and my car will be flooded even more, and who knows what further damage it will incur. I was told the only people who can issue a refund is the local shop, however, there is absolutely zero way to contact anyone there directly. Not only do i want a refund but i want the costs of the damages fully covered by safelite.

  

  Business Response

  Date: 05/24/2025

  Good afternoon, 

  Thank you for contacting our office. Im sorry to hear about the issues occurring since the glass replacement. A warranty assessment was scheduled with our ************* team on 5/20/25. The appointment is scheduled on 5/30, mobile service between 12-5pm, in which the technician will assess the installation and determine the cause for the leak. If it is determined that the source of the leak is from the windshield, appropriate escalation steps will be taken to rectify the leak issue and also address any damages caused. The technician will advise of the next steps at the time of the appointment. Please reach out to ************* at ************ if you have any questions or concerns prior to the assessment. 

  Thank you, 

  ****** Dennis 

  Customer Answer

  Date: 05/24/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23370331
  
  I am rejecting this response because: Yes an appointment was made on the 20th for the 23rd. When the appointment time came and no one showed up. I desperately tried to contact someone which was impossible, and i checked safelites website only to find that the appointment was changed without my knowledge or consent, or the person that scheduled the appointment misspoke. It is expected to rain 3 days next week before the 30th; further damaging my car. Maybe i misspoke when i used the work leak, allow me to clarify. IT NOW RAINS in my car. Which is not an issue I have had prior to this windshield replacement. I have taken this car out of state into rain and severe weather before my windshield was replaced with no issue. after how I've been treated and this entire thing was handled. not only do i deserve a full refund, but i certainly don't have faith in a technician that works for the local safelite (whose reviews were so bad, they removed their ****** search result so they could take down said reviews) in assessing my car honestly and accurately. 
  
  Regards,
  
  **** ******

  Customer Answer

  Date: 05/27/2025

  **** ******' via Dispute Resolution - Shared

  the following are pictures i could not upload with my complaint due to file size issues

  

  Business Response

  Date: 05/27/2025

  Good morning, 

  I apologize for the issues you have experienced thus far since the service completion. I have notified the field management and District manager so that we may ensure a follow up to discuss potential expedited scheduling and assistance. I have also brought to their attention the request for the refund so that they may discuss this with you further. Please reach out to ************* if you have any questions or concerns prior to the follow up - ************. 

  Thank you,

  ****** Dennis 

• Initial Complaint

  Date:05/23/2025

  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.

  The car was sitting in my driveway (I was watering my plants) and there was a cracking sound. The windshield cracked starting from the side moving toward the center. It was a manufacturing or installation issue. This should be under warranty. The technician who assessed it stated it was a stress fracture. I would like Safelite to honor the warranty and replace the window.

  

  Business Response

  Date: 05/24/2025

  Good afternoon, 
  Thank you for contacting our office. Im sorry to hear about your glass damage. Our National Lifetime Warranty covers manufacturing defects and workmanship for as long as you own or lease the vehicle. It does not cover new damage caused by objects hitting the windshield. Per the review and assessment performed by the field at the ******** location, it was determined that the crack on the windshield was caused by new damage as shown in the photo attached. Due to this, a new replacement would be required. Please reach out to insurance if you would like to proceed with filing a new claim. Otherwise, if you would l like pricing for a new replacement through an out of pocket service, please contact us ************. 
  Thank you,
  ****** Dennis 

• Initial Complaint

  Date:05/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 3, 2024, Safelite AutoGlass replaced the windshield on my 2020 ***** Odyssey. On May 13, 2025, I contacted Safelite via email after the front multifunctional camera in my vehicle failed. The ***** dealership diagnosed the failure as being caused by overheating related to the windshield installation performed by Safelite.Safelite advertises a lifetime warranty on workmanship and materials, which is why I reached out to initiate a warranty claim. Despite my request for assistance, I have received no response as of May 20, 2025.This issue has resulted in significant inconvenience and additional expense, as the camera is part of the ***** Sensing safety system. I am requesting that Safelite honor its warranty and cover the cost of diagnosing and repairing the damage caused by the faulty or incompatible installation.I am requesting reimbursement for the costs associated with diagnosing and repairing the damage caused by the windshield installation, or a full resolution coordinated by Safelite at no cost to me. At minimum, I would like a formal inspection and a timely response to address the issue under the terms of the warranty.

  

  Business Response

  Date: 05/22/2025

  Hello and Good afternoon!
  
  I am reaching out as I have read over your complaint and greatly apologize about this. I am one of the agents assigned to your case and will be helping provide assistance. I have looked over this matter and it has been escalated to the management team within Safelite to provide follow up. I have also spoken with you today and you have confirmed to have not heard back from the Safelite team which is the reason for the complaint. We again greatly apologize and will be helping provide assistance. Through our conversation it has been advised once you have any paper work that can be provided we will love to accept as it will help find resolve for your case. I have also escalated the complaint to the management team requesting they contact and update us both with a resolution. Once we have more information as well we will reach out to provide assistance. If you have any questions or concerns we can be reached here or ************. We appreciate you contacting us and look forward to providing resolve as soon as we can!
  
  Thanks so much!
  
  Devonta

• Initial Complaint

  Date:05/21/2025

  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 windows mill, md- took car there on 4/21, 4/26, 4/30, 5/1, 5/13, 5/19 Avoid This Safelite Location Windshield Recalibration Nightmare I brought my ****** in for a windshield replacement, which requires a recalibration afterward. Ive had this done before elsewhere without any issue. However, this time turned into a complete nightmare.I ended up going back to this Safelite location 6 different times because they couldnt successfully recalibrate my windshield. At first, they blamed my car. After 4 full-day visits, they finally admitted the issue was their outdated equipment.Despite that, they had me return two more times when the new equipment was still on back order and therefore they would be unable to complete the job.I refused to waste my time on a 7th visit. After all that frustration, I took my car to the ****** dealership and they completed the recalibration in just 2 hours. No issues, no ********** make matters worse, I have spent over $200 in **** rides going back and forth to Safelite, since the work always took hours or full days and I couldnt wait there. Plus the almost $400 I had to pay ****** to properly recalibrate my car. I am still waiting to hear from the Safelite district manager for resolution on this issue. She was supposed to call me yesterday, but never did. I would like reimbursement for $50 deductible, **** expenses, and cost of getting windshield recalibrated by ******. I can provide all receipts.

  

  Business Response

  Date: 05/22/2025

  Hello, 
  
  I'm so sorry about this issue with your vehicle! I will be following up on BBB ID#-******** so we may reach a resolution. I am reaching out to the District Management and the ************************* Team regarding this issue with your recalibration that you are referencing in this BBB complaint. I have informed them of the issue with the recalibration and the requested refund. 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: 05/28/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23362114
  
  I am rejecting this response because: I have not heard from store manager since 5/19/25 and district manager never contacted me as promised on 5/19/25. The only contact I have received is from customer care department last week stating that someone would call me in 1-2 business days, but that never happened. 
  
  Regards,
  
  ***** ****

  

  Business Response

  Date: 05/28/2025

  Hello *** ****, 

  I apologize no one reached out to you regarding this issue! The District Manager had to get to the root cause of this issue to determine next steps. I discussed this issue with the District Manager and we are refunding the recalibration to the insurance as the recalibration wasn't complete. This way they can cover the recalibration at the dealer through the insurance.  We will reimburse the recalibration to your insurance and they can cover the cost as well as the $50 deductible. Since the glass we installed is in the vehicle we would keep payment for such. We provide a waiting area for all our customers and will not be able to cover the **** cost as we schedule all appointments at the customers convenience. 

  Sincerely, 

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

  Customer Answer

  Date: 05/28/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23362114
  
  I am rejecting this response because: I was promised reimbursement for all my **** expenses by store manager ******. I have all receipts to provide as requested. It is unreasonable to expect a customer to sit in a car shop 6 FULL WORK DAYS to get their car serviced, when it should have taken less than one day. I sent $174.66 on Ubers plus one of your technicians used 1/4 tank of my gas (100+ miles; about $15 gas) driving around for 4 hours the 4th time I brought my car in. 
  
  Regards,
  
  ***** ****

  

  Business Response

  Date: 05/29/2025

  Hello, 

  I spoke with the Store Manager at this location and she should be reaching out to you regarding this compensation. She is collaborating with her supervisor and should be calling you sometime today to discuss this issue. Please look out for a call so we may discuss this with you. If you have any other questions I can assist with at this time, please let me know so I may further assist! Thank you! 

  Sincerely, 

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