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: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.

  On May 8, 2024, I had my windshield replaced by Safelite (Work Order #*****-611011). I was quoted and agreed to a price of $400, plus an additional charge for wiper replacement. Months later, I discovered that Safelite billed my insurance company $1,100nearly triple the agreed amountcausing an increase in my insurance premium. I never approved or received the $1,100 quote.Despite contacting Safelite multiple times since April 4, 2025, I have not received a satisfactory resolution. I was sent an invoice and quote I had never seen before. I also experienced service issues during the appointment, including the wrong glass being delivered initially.I am requesting a refund for the overcharge and a correction to the insurance billing. Safelite has failed to resolve this issue despite multiple attempts to contact them.Thank you

  

  Business Response

  Date: 05/22/2025

  Dear Ms. ******** , 
  
  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 pricing. The out of pocket quote pricing you received reflect pricing for an after market windshield. When your service was completed though your insurance the windshield an OEM windshield was installed under the pricing agreement through your insurance. I will escalating this matter on your behalf for further review.  Please reach out to me via phone at ************** or email directly. 
  
  Sincerely,
  
  *****

  Customer Answer

  Date: 05/22/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23361638

  
  Subject: Rejection of Response Regarding Glass Replacement

  
  Dear Safelite, 

  
  I am writing to reject your response regarding the glass replacement issue, as the matter remains unresolved.
  At no point did I agree to an OEM aftermarket glass. I specifically requested an original VW glass and provided my VIN to ensure the correct part would be used. I assumed this would guarantee the installation of original glass. The quote was send to me after I provided you my VIN number. 

  
  However, the installers initially brought a completely different glass with a solid black framing, which not only looked unacceptable but was also not the original glass. They later returned to get the correct glass without informing me that this might incur additional costs.
  Furthermore, I only became aware of this situation after contacting my insurance company for an unrelated reason, when a representative mentioned your invoice and a resulting increase in my premium.
  I expect this issue to be addressed promptly and satisfactorily.
  Thank you for your attention to this matter.
  Best regards,
  ****** ********

  

  Business Response

  Date: 05/27/2025

  Hello,

  I have attached your completed work order through insurance as well as the estimate paying out of pocket. The part numbers on your completed work order versus the part numbers on your estimate are not the same which is the reasoning for the price change. Please follow up with insurance regarding your policy premium increase as we do not have access to your policy and rates. 

   

  Thank you,

  *****

  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: 23361638
  
  I am rejecting this response because: 

   

  I have received the attached invoice from your customer service after I found out that you overcharged me.

  So either you charged me twice or here is something seriously wrong. 

  Please advise. 

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

  

  Business Response

  Date: 05/28/2025

  Hello,
  I have attached your completed work order through insurance as well as the estimate paying out of pocket. The part numbers on your completed work order versus the part numbers on your estimate are not the same which is the reasoning for the price change. Please follow up with insurance regarding your policy premium increase as we do not have access to your policy and rates. 
  
  Thank you,

  ****** Dennis 

  Customer Answer

  Date: 05/28/2025

  Hello, 

  I think I need help. Safelite is sending me invoices which I never saw. They charged my Insurance 1100$ which I did not approve. By sending them my VIN I thought I will get what I had. 

  This is not going anywhere without your help. 

  This is a terrible company and even more terrible customer service. 

   

  Please help me to get a refund for the overcharge. 

   

  Thank you

  Best regards

  YvonneGiessler 

  Customer Answer

  Date: 05/29/2025

  I have never requested anything other than the exact same original windshield I had . Nobody ever told me i would get an aftermarket glass at any point. Your pricing is confusing and not clear at all. First you send an estimate about 400$, **************** sent me something about 600$ after i found out what you charged my insurance  which was 1100$. 
  

  You can not seriously think that this is going to be ok? 

  i think this is not going anywhere and I will not accept this. I am going to get a lawyer to take care of this, and i am pretty sure the media will be interested as well. This is ridiculous.

  

  Business Response

  Date: 05/30/2025

  The customer admits that she rejected the aftermarket glass that was first presented to her, the aftermarket glass that was quoted.  See customer's response below that was submitted earlier:

  
  I am writing to reject your response regarding the glass replacement issue, as the matter remains unresolved.
  At no point did I agree to an OEM aftermarket glass. I specifically requested an original VW glass and provided my VIN to ensure the correct part would be used. I assumed this would guarantee the installation of original glass. The quote was send to me after I provided you my VIN number. 
  
  
  However, the installers initially brought a completely different glass with a solid black framing, which not only looked unacceptable but was also not the original glass. They later returned to get the correct glass without informing me that this might incur additional costs.

   

  Please see notes from the installer where you refused the glass that was in the quote.  

  The glass you chose was then approved by your insurance.

  Customer Answer

  Date: 05/30/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23361638
  
  I am rejecting this response because: 

  The glass I requested was an original from the beginning. 

  At no time anyone mentioned additional charges. 

  Terrible Company. 

  I will let the Lawyer deal with it. 

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

• 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.

  We purchased a car from auto lenders. After purchasing the car, we had rain and water came in the car. We brought it back to auto lenders. They said there was a sealissue with the windshield. They sent it out to Safelite to be repaired. Safelite took off the windshield said the seal was bad and replaced it. It was good for some time until we had another rain storm. We got water in the car again brought it back to auto lenders. They saidit looks like the same spot where it was a seal issue. Send it back to Safelite.. Safelite looked at the windshield said yes the seal was missing then they will replace it, a week later we got a bad rain storm followed by a freeze. The water came in the car again and then froze inside the car causing other issues. We brought it back to Safelite. They said oh it looks likea body frame issue. They could put the windshield back in, but it might happen again I said no I dont want to have this issue again. I had my car towed to a body shop and inspected from there. The issue that they reported was not the problem. There was a little crack right above where windshield goes in an only safelite wouldve been able to see it when they were removing the windshield. So when they were sealing the windshield they were covering that little opening instead of fixing the problem. The body shop fixed it and we have had an issue since. My complaint is if Safelite repair the window three times saying that the issues has been resolved yet the issue was clearly not. Once I and the Bodyshop saw the car without the windshield we can clearly see the issue. If this issue was addressed properly the first time other issues within the car would not have happened. Also lenders would have taken care of the bodywork of the vehicle as it was a new purchase for us as well. Safelite did not properly do their job right.

  

  Business Response

  Date: 05/22/2025

  Hello and Good Morning!
  
  I am reaching out as I greatly apologize about the issues that occurred with the safelite shop. I am one of the agents who will be helping find assistance on the matter. I called you today and left a voicemail to initiate the first communication on the matter and to provide update on what we will do. We will take this information and will escalate this to our management team. They will review the complaint which will help us locate a resolution on the matter. Once we have any updates we will be reaching out to you to provide assistance. If you have any questions or concerns as we work through the complaint we can be reached here or ************. We again greatly apologize about this matter and will provide resolve as soon as we can!
  
  Thanks so much!
  
  Devonta

  Customer Answer

  Date: 05/29/2025

  I spoke with a representative of safelite. He said he is looking into the issue and to give him some time and then he will follow up with me. That conversation was on May 22, 2025. 

  Customer Answer

  Date: 05/29/2025

  I spoke with a representative of safelite. He said he is looking into the issue and to give him some time and then he will follow up with me. That conversation was on May 22, 2025. 

  Customer Answer

  Date: 06/03/2025

  I spoke with ******* and he said to give him sometime to look into the issue. I havent heard back from him. I will be giving him another call today to see if he has any more questions. 

  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: 23360452
  
  I am rejecting this response because: I spoke with ******* and he said to give him sometime to look into the issue. I havent heard back from him. I will be giving him another call today to see if he has any more questions. 
  

  
  

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

  

  Business Response

  Date: 06/04/2025

  Hello and Good afternoon!

  We greatly apologize about this and that there hasn't been any updates on the matter. I have been working with the shop and I have finally received and update from them. They will be having the Quality manager will be in the the Toms River location tomorrow, 6/5. They will be having him reach out to you as requested regarding the matter. We again do apologize about the delay and they will be contacting you tomorrow with more information. Please let us know if you have anymore questions or concerns as we would be more than happy to help!

  Thanks so much!

  Devonta

  Customer Answer

  Date: 06/12/2025

  I did receive a call but unfortunately missed it. I call right back and went to his voice mail. I havent received a call back. 

  Customer Answer

  Date: 06/16/2025

  I still havent resolved the issue. The quality manager wasnt in the office and they took a message for him to call me back. I havent heard back from him. I will be calling them again today. They are not making contact with me. Will like to have safelite call so we can discuss this issue. It has been a long time with going back and forth. 

  Customer Answer

  Date: 06/16/2025

  I still havent resolved the issue. The quality manager wasnt in the office and they took a message for him to call me back. I havent heard back from him. I will be calling them again today. They are not making contact with me. Will like to have safelite call so we can discuss this issue. It has been a long time with going back and forth. 

• 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.

  On 11/19/2020 I had the front passenger window replaced at Safelite in ******** ***** by very rude individuals. I had driven 64 miles to ******** from ******, **, where I lived at the time. They did a very poor job. For 5 + months I had driven my car and hearing scraping, rattling noises when I let my car window up or down and there was visible scraping marks. When the window reached the top it would produce a "thumping sound". Also, my window would be slow to move upward. I called Safelite and they sent *********** to come to my apartment in ****** to do a replacement. *********** told me that there was lots of glass left inside my door panel, that I feek, were likely done on purpose by the rude techs at the Safelite ******** location. Subsequently, those multiple glass fragments likely damaged inner parts and components of my door and panel which lead to my passenger window being hesistant to be let or rolled up. I believe shard glass left purposely inside my door panel cause corrosion to the parts over time, door regulator jams from wear and tear from the pieces of glass Safelite failed to remove. My door would only moved slow whenever I would use the button to move it up and it would slide down slow when letting down. Now it won't go up. I will go down, but not up. My window is no longer able to be let up. All my other 3 windows don't have the problem, which is why I conclude Safelite techs in ********, ** destroyed the inside of my door panels when they refused to remove all the glass before they replaced my vehicle. They owe me to have this fixed at no charge and a full refund of the charges to my credit card.

  

  Business Response

  Date: 05/21/2025

  Hello,
  
  We received your BBB submission. I am sorry to hear of the experience at the shop in 2020 and the resulting issues you are having with the glass. I see there is a warranty service set for 5/29/2025. I called the number we have listed for you and left a message today. If you have any further questions or concerns feel free to reach us at ************.
  
  Thank you,
  ****** *.
  Customer Care Representative

  Customer Answer

  Date: 05/21/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23359610
  
  I am rejecting this response because it's unhelpful. I set up the appointment myself, not safelite. They couldn't get me scheduled in til 5/29 and I have to go out of town with my window exposed to the elements of the rain. Fix it today, or tomorrow morning or give me a prompt refund. That's what I request since I've been having problems with my window since the ******** tx location left plenty of chards of broken glass in my passenger window panel destroying the components that control the window movement.  This isn't right to do people like this!!
   It's horrible driving without a working window!! My other windows are fine!! Safelite techs  messed up my window in **. Despicable service 
  Regards,
  
  ***** *********

  

  Business Response

  Date: 05/22/2025

  Hello,

  I spoke with the shop management team to try to expedite this or provide a temporary solution. I understand you stopped in this morning and we were able to put the glass up for the time being.

  If a sooner appointment becomes available the shop will contact you but otherwise the standing appointment is the soonest we can review the issues you are facing.

  When you have your glass replaced with safelite it is covered under a lifetime warranty for any workmanship issues or material defects so we will do anything we can to help with this situation.

  If you have any further questions or concerns ahead of your appointment feel free to contact us at ************

  Customer Answer

  Date: 05/23/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23359610
  
  I am rejecting this response because: 

  My situation is pending and incomplete. Safelite temporarily pulled up my window pending the repair schedule for May 29, which I assume, would repair the issue. Full Satisfaction of this complaint is contingent upon the repair on Thur May 29. I'm unable to let the window down and back up because it's inoperable. Until then, I reject this complaint because it isn't complete. We shall see on 5/29 when I will reevaluate the situation. 
  
  Regards,
  
  ***** *********

  

  Business Response

  Date: 05/27/2025

  Good afternoon,

  We apologize for the inconvenience experienced. As confirmed via the attached work order, the appointment to address the warranty issue is scheduled on 5/29 in shop at 4pm. Please reach out to ************* at ************ if you have any questions or concerns prior to the appointment. 

  Thank you,

  Lauren 

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My windshield was ***laced in March 2025. The molding was not clipped properly and flew off while driving also in March. It took the local shop until May 6, 2025 to get the ***lacement molding and ***air. On May 15, 2025 I was getting something out of my passenger seat and a piece of broken windshield glass got stuck in my finger. I had to go to urgent care, get the glass removed and get stitches. I have photos from the doctor and the glass taken out of my finger is clearly from the windshield and has the windshield window border tint which the doctor confirmed. Ive had to take time off work for the additional ***airs and to get stitches and will take more time off for the stitches removal. I called to see what could be done in terms of a small refund due to the inconvenience. I was told by the shop manager that his district manager said a claim for my injury would be filed to cover the cost of my copay and medicine. This result does not account for nor compensate for the inconveniences Ive experienced. I requested to speak to the district manager and could not. I called the customer service number and a ***resentative said she would transfer me to a manager after 20 minutes then transferred me back to the main menu. I called back and spent 60 minutes on the call with a new ***resentative when I again asked to speak to a supervisor. Instead of transferring me to one, she put me hold and called the shop then the district manager. This is poor customer service. The district manager refused to speak with me and the call center *** said he instructed her to email me so he could reach out to me via email. I understand mistakes and accidents happen but to be treated the way I have been after being injured is unacceptable.

  

  Business Response

  Date: 05/21/2025

  Hello, 
  
  Please accept my sincerest apologies for this poor experience you've had with us. Per our conversation we are addressing concerns of your experience. 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: 05/21/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23359503
  
  I am rejecting this response because: Response does not address suggested resolution and complaint is with the District Managers lack of customer service so forwarding back to him will not end with a solution. 
  
  Regards,
  
  ***** *****

  

  Business Response

  Date: 05/22/2025

  Hello,
  
  I have looked into this and contact will proceed on this concern via Sedgwick with your assigned adjuster. 
  
  Thank you,
  
  
  Dixie 

  Customer Answer

  Date: 05/22/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23359503
  
  I am rejecting this response because: This response and action does not address my concern with the poor installation and car molding that was not properly reattached and flew off my car while driving and was not repaired until a month after the original install nor the poor customer service I received and/or my complaint specific to the District Manager. 
  
  Regards,
  
  ***** *****

  

  Business Response

  Date: 05/23/2025

  Hello,

   

  This matter is no longer being handled by ************** Please reach out to our risk management team at ********************************************************* or  ************.

   

   

  Thank you,

  *****

  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: 23359503
  
  I am rejecting this response because: Again, a risk management company cannot address my complaint regarding poor customer service and lack of communication from the district manger regarding issues including faulty installation of molding. 
  
  Regards,
  
  ***** *****

  

  Business Response

  Date: 05/27/2025

  Hello,

  I have followed up with risk management and was advised they will be addressing all of your concerns regarding this matter.

   

  Thank you,

  *****

   

  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: 23359503
  
  I am rejecting this response because: At this time no one has contacted me regarding possible solutions for my complaints regarding the molding installation or the District Managers lack of customer service. 
  
  Regards,
  
  ***** *****

  

  Business Response

  Date: 05/28/2025

  Hello,

   

  This matter has been turned over to our risk management team with ********. They will be in contact you regarding this matter and will address all your concerns.

   

  Thank you,

  *****

  Customer Answer

  Date: 05/29/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23359503
  
  I am rejecting this response because: The same person from Safelite is responding to the BBB complaint repeating the same statement. No one from Safelite has addressed my customer service or molding issue complaint. The risk management company has told me they are only addressing my injury. 
  
  Regards,
  
  ***** *****

  

  Business Response

  Date: 05/30/2025

  Hello,

   

  I do apologize with your experience thus far. I show that we have addressed the molding that was not clipped down properly during your warranty appointment on May 6th. ******** will be handling the injury portion of your claim and will be in contact with you. Are you still experiencing trouble with your molding?

   

  Thank you,

  *****

  Customer Answer

  Date: 06/02/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23359503
  
  I am rejecting this response because: These responses do not address my customer service complaints regarding the District Manager and the installation repair. No one from Safelite has addressed these concerns. 
  
  Regards,
  
  ***** *****

  

  Business Response

  Date: 06/03/2025

  Hello,

   

  We show the molding concerns has been addressed with a warranty appointment on May 6th 2025. The molding then came loose and needed replacement. This did not require the windshield to be removed as the molding snaps down in a metal track above the glass. Are you still experiencing trouble with the molding?

   

  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: 23359503
  
  I am rejecting this response because: I am unsure how else to explain this as I am repeating the same thing to the same Safelite person. I have a customer service issue specific to the District Manager and how I have been treated.  The molding and  injury I experienced are separate issues. No one has addressed that complaint. 
  
  Regards,
  
  ***** *****

  Customer Answer

  Date: 06/03/2025

  Complaint 23359503

  I had multiple issues with this windshield replacement as noted in my original complaint. Molding flew off and it took almost a month to get repaired. I was injured because of glass that was left in the car and after the store manager told me what the District Manager said I asked to speak with him. Demonstrating poor ******** service, the District Manager instructed a call center **** to send me an email with him copied on it stating he would provide ******** service that way. An email was never sent and there was no communication from the district manager. This caused my third ******** service issue. My request is for the business to adjust my bill and for the district managers supervisor to address my concern. The business filed a claim to reimburse the copays and other expenses from my injury; however this solution will only reimburse what I paid. Nothing has been done by the business to address all of the inconveniences Ive experienced. 

  

  Business Response

  Date: 06/05/2025

  Hello,

   

   Per review from the management team and Risk, further correspondence on this issue will need to be with ********. 

   

  Thank you,

  *****

  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: 23359503
  
  I am rejecting this response because: This is the same response as the initial response from the same individual. There are two separate issues: one relates to an injury that is being handled by the company referenced. The second relates directly to Safelites poor customer service and install. The ********************** handling the injury has nothing to do with the poor customer service issues. Furthermore, continuously repeating the same response and causing me to repeat the same statements reiterates my claim of poor customer service. 
  
  Regards,
  
  ***** *****

  

  Business Response

  Date: 06/10/2025

  Good afternoon,

  Based off the direction given by ******** to the Safelite field management team, further correspondence on the issue will be need be directed to ********. We apologize for the inconveniences experienced. 

   

  Thank you,

  ****** Dennis 

  Customer Answer

  Date: 06/11/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23359503
  
  I am rejecting this response because: 
  ******** is involved with the injury I sustained which is not relevant to my complaint. My BBB complaint is regarding the poor install and customer service received from the District Manager at the ************* location. Directing communication to ******** regarding the install and customer service does not address the concern. ******** is handling a separate injury incident. As a result, directing me to Sedgwick is continued poor customer service as ********************** continues to ignore my actual BBB complaint. 
  Regards,
  
  ***** *****

  

  Business Response

  Date: 06/11/2025

  Good afternoon,

  As directed by ********, the field management team was advised to refer communication to ******** regarding any issues related to the service concerns. 

   

  Thank you,

  ****** Dennis 

   

  Customer Answer

  Date: 06/11/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23359503
  
  I am rejecting this response because: ******** is involved with the injury I sustained which is not relevant to my complaint. My BBB complaint is regarding the poor install and customer service received from the District Manager at the ************* location. Directing communication to ******** regarding the install and customer service does not address the concern. ******** is handling a separate injury incident. As a result, directing me to Sedgwick is continued poor customer service as ********************** continues to ignore my actual BBB complaint. 
  
  Regards,
  
  ***** *****

  

  Business Response

  Date: 06/13/2025

  Good morning, 

  I apologize for the miscommunication on this issue, and per my correspondence with the District Manager, ******* ********, he has confirmed that contact was established in which an agreed upon payment of $150.00 has been authorized. I will personally be handling the processing of the payment and will ensure an update on the *** of the payment once available. 

   

  Thank you,

  ****** Dennis 

  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:05/19/2025

  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 original windshield replaced on May 9th and upon completion when I went to put my rear view mirror back in the correct position it almost came off. I went back in for them to fix it. The next day the casing was broke. I called 05/19 at 12:20 and asked if they could come to me as the shop is close to 30 mins away from my home and I don't have the time to take off of work. The manager ******** ****** took my call and stated they will not come to me to correct their error. He kept saying they had to assess the problem, the problem is they broke the casing on my 2022 ******* Elantra and want me to take my car to them to repair when it shouldn't have been broken to begin with! I want them to come to my home/work and fix what they broke please

  

  Business Response

  Date: 05/20/2025

  Hello, 
  
  Please accept my sincerest apologies for this poor experience you've had with us. Per our conversation we are addressing concerns of customer service and the rear view mirror casing. 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,
  
  *****

• Initial Complaint

  Date:05/19/2025

  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 vehicle to Safelite in ********** on 04/12/2025. Upon pick up, after I paid and walked out to vehicle I noticed the seals around the windshield were torn and jagged. I went into the shop and requested the manager to come look at the damage done to the seals. The person working said there was no manager on staff, but he would reach out to the manager. He then said the manager would call me on that Monday. No call came from the manager. I called safelite corporate and they emailed the store. On 4/15 at 8:40am a manger from the Hickory NC called and said he would order the seals. He stated it would take 2-3 weeks. I called on 4/29 after not hearing back from the manager and was told the manager was on jury duty and not in. They located the order but could not tell me when it would be in. Said someone would follow up. I contacted again on 5/13 and was told an email would be sent to the store and the district manager, no response. I contacted again on 5/15 and was told the regional manager and quality control was emailed and would follow up, as this gets their attention asap. No follow up. I called again on 5/16 due to no response and was told the district manager was out of the office for an extended time, couldnt get anyone at the store, but found a manager named ***** from another location that would call me same day. No repose as of todays date 5/19/2025. Also the camera cover for windshield was broken by the shop and pieced back together to put over the camera. This was done by the shop but I cannot get in touch with a manager to further report these damages. Each time I call, I am told they will take ownership but need to get me to a manager. No management is available or returns the calls/emails safelite corp claims to send.

  

  Business Response

  Date: 05/21/2025

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

  The company contacted me but I have been on vacation. I will address once I am back. 

  Customer Answer

  Date: 05/29/2025

  The company contacted me but I have been on vacation. I will address once I am back. 

• Initial Complaint

  Date:05/19/2025

  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 doesnt take calls nor can you get a hold of anyone as a person Ive had to go through my insurance company ******** to reach out to Safelite let them know that my first appointment they messed up my sensor in the windshield and was supposed to make me another appointment, but next week will be month and no representative has called me back from Safelite from the *********** or the company in ********* has not called me back to make another appointment for me to go back and for them to fix it and recalibrate it.

  

  Business Response

  Date: 05/19/2025

  Hello and Good afternoon!

   

  I am reaching out as I have read over your complaint and we greatly apologize about this. We did speak today about the matter and you advised that you guys drove to the Safelite shop where they did fix the matter and resolved issue. We are happy that the issue was resolved and greatly apologize that you guys had to travel to them to fix matter. We are happy it all is resolved and f you do need anymore assistance we can be reached here or ************.

   

  Thanks so much!

  Devonta

• Initial Complaint

  Date:05/18/2025

  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.

  After being quoted $385 on their website, there was a note near the bottom of the page that stated recalibration of the safety feature may be needed. So I decided to physically stop by this location in person to get a quote. Safelite in *******, GA quoted me $921 to replace the windshield in my 2014 **** Maverick XL and said that recalibration was required. I called my local **** dealership and got quoted $688 (installed and taxes included), so I let the **** dealership replace it with OEM glass. Additionally, the service tech at **** said he was unaware of any recalibration needed following the replacement. I also confirmed with service manager (who also happens to own a Maverick) and he also confirmed that no recalibration was needed. Total scam by Safelite and gouging customers an extra $500 for an unnecessary service. And when they bill your insurance company for the unnecessary recalibration, that should be considered insurance fraud. It business practices like this that cause our insurance rates to increase! Totally unacceptable Safelite!

  

  Business Response

  Date: 05/19/2025

  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 pricing, I would be more than happy to assist you in getting this rectified. Please reach out to me via phone at ************** or email directly. 
  
  Sincerely,
  
  
  *****

• Initial Complaint

  Date:05/17/2025

  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 lost the truck that was supposed to have my glass that day, then lied and said they had the permanent then put on temp glass which enabled my sensors for 2 weeks, never called me back. I had to call and schedule the installment myself. After said and done It did look nice. I am no professional, but I cleaned my truck yesterday and noticed the rain sensor was all messed up,( Picture proof). Also another sensor was shut off and it was a sensor my truck has to not let me hit someone in front of me. I am in the IT world and he also tried to lie again and said it was a custom setting he shut off somehow. NO Setting comes custom, you do that yourself, that's why its call custom. Also this whole time the wonderful manager is in the back with attitude telling another coworker I'm out of my month window from the last time I came in and my response to that is well if they did it right the first time we wouldn't be in this mess. Needless to say the lie's has pushed me over. Ridiculous 83rd & *********** location, AVOID.

  

  Business Response

  Date: 05/19/2025

  Dear Mr. ***** ********* , 
  
  Please accept my sincerest apologies. I attempted to reach you on the phone and was unable to leave voicemail message. I have also sent you an email directly that you can reply to. I received your complaint regarding your experience, 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,
  
  Dixie 

  Customer Answer

  Date: 05/19/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23343609
  
  I am rejecting this response because: 
  
  Regards,
  
  ***** *********

• Initial Complaint

  Date:05/16/2025

  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 am writing to express my dissatisfaction with a recent windshield repair performed by Safelite on May 16, 2025. I initially sustained a chip/crack on May 9, 2025, and scheduled a repair based on Safelites advertising, which stated repairs help prevent further cracking and reduce the damage to a small blemish, supported by before-and-after photos. I scheduled a repair appointment that cost me $158 plus tax, totaling $171. Before the appointment, I received a confirmation email explaining that while repairs aren't completely invisible, they usually result in a slight blemish, again with comparison photos showing nearly unnoticeable damage post-repair. At my appointment, the technician also said I would barely be able to see it.However, after the repair, I was shocked to find that the smaller crack had worsened and become more visible. The technician admitted the crack spread during the repair and said, It doesnt look good, but its fixed. It clearly does not meet the standard of a small blemish.When I contacted customer care, I was told repairs can make it more visible, which contradicts Safelites own materials and technician assurances. The store manager said the photos are just a simulation and stated, Its fixed, just not cosmetically to your liking. I was offered $100 off a $900 replacement, which I cannot ********* very disappointed by the outcome and the misleading advertising. If Safelite promotes repairs as resulting in minor blemishes, that standard should be metor the risk of cosmetic worsening should be clearly disclosed.Had I known the results would look worse than before, I would not have paid for the service. I am requesting a fair resolution, as the repair I received did not come close to the standard the company advertises. I do not believe I should be required to pay for a service that does not come close to meeting the advertised standard.

  

  Business Response

  Date: 05/19/2025

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

  Customer Answer

  Date: 05/19/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23342878
  
  I am rejecting this response because I am waiting for a response from the distract manager. Therefore, still awaiting answers to resolve the case. 
  
  Regards,
  ****** *****

  

  Business Response

  Date: 05/20/2025

  Good ************************** have escalated this matter on your behalf to the district manager per our conversation yesterday. Please allow up to 48 hours for him to contact you regarding this matter.

  Thank you,

  *****

  

  Business Response

  Date: 05/23/2025

  Hello,

   

  We are offering  50% off the windshield plus the credit of the repair if you pay out of pocket. If you go through insurance we can simply refund the amount paid for the repair.

   

  Thank you,

  *****

  

  Business Response

  Date: 05/23/2025

  Hello,

   

  We are offering  50% off the windshield plus the credit of the repair if you pay out of pocket. If you go through insurance we can simply refund the amount paid for the repair.

   

  Thank you,

  *****

  Customer Answer

  Date: 05/23/2025

  I am satisfied with the offer that has been given to me. I just have a question as to how long that offer is available to me as I would still need to save up some money to do so. 
  

  Thanks,
  ******

  Customer Answer

  Date: 05/23/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23342878
  
  I am rejecting this response because: I am satisfied with the offer that has been given to me. I just have a question as to how long that offer is available to me as I would still need to save up some money to do so. 
  
  Thanks,
  ******
  
  Regards,
  
  ****** *****

  

  Business Response

  Date: 05/27/2025

  Hello,

   

  I followed up with the District Manager and he will honor the offer until January 1st 2026.

   

  Thank you,

  *****

  Customer Answer

  Date: 05/28/2025

  [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. I will reach out to Safelite via Manager or ***** through customer care when I am able to schedule for a replacement. Thank you for everything. 
  
  Regards,
  ****** *****