Business Profile

Windshield Repair

Safelite Auto Glass, Inc.

Complaints

This profile includes complaints for Safelite Auto Glass, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,915 total complaints in the last 3 years.
700 complaints closed in the last 12 months.

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Submit a Complaint

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:05/16/2025
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 came to repair a small chip on my 2022 Corolla Cross. After multiple attempts to get the equipment to work properly the technician finally got it working. Unfortunately the forcing the suction cup to (involving hitting on it). The technician caused the small chip (hard to notice) to turn into a 2 inch crack. He scraped and messed with it and finally said thats all he could do and call if it started spreading which is has. Small chip turned into a 2 inch crack in a 3 year old car. Ridiculous lack of professionalism and knowledge
Business Response
Date: 05/19/2025
Hello and Good afternoon!,

Thank you for contacting our office. Im so sorry that the repair of your vehicle has failed. While we do have a very high success rate with our repairs, there is no way to determine how the already damaged 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. it starts to crack out further or is not visibly pleasing; Safelite offers a money back guarantee where we will credit the cost of the repair toward the replacement of a new windshield; however, your deductible or out of pocket cost would apply. If you are interested in a quote, please feel free to contact us at ************.

Thank you,

Devonta
Initial Complaint
Date:05/16/2025
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 express my concern regarding the service performed on my 2023 **** Q7 at your location on April 12, 2025, for a windshield replacement. Prior to the service, the vehicle was in excellent condition, with no interior or exterior issues aside from the damaged windshield.Upon returning home, we immediately noticed significant damage to the fabric surrounding the windshield area, as well as a shattered touch screen on the A/C control unitneither of which were present before the service. Furthermore, when my husband returned the vehicle to your location the following Monday, the rubber seal around the windshield detached while he was driving on the expressway, posing a serious safety hazard.Unfortunately, the quality of workmanship and the lack of communication and follow-up from your team have been extremely disappointing. In my past experiences with automotive services, any interior or additional damage would be promptly brought to the owners attention. In this case, not only was that not done, but attempts to contact the manager have gone unanswered, with no updates or clarity on how the situation will be *********** this point, I am simply requesting that the damages be repaired promptly and that a proper follow-up process be established to ensure accountability and customer satisfaction.Thank you for your immediate attention to this matter. I look forward to a timely response.
Business Response
Date: 05/19/2025
Good Afternoon,

Thank you for bringing this to my attention. I am one of the ************* Agents that has been assigned to your case. I understand that after the replacement service, there was damage to the fabric around the windshield, the touchscreen was shattered, and the seal has begun to come out. This was brought to the attention of the shop, but you have been unable to get in touch with them for further assistance. I do sincerely apologize for this, and this has been escalated to our upper management team for this area. I will be continuing to monitor this case to ensure we do have someone get in touch with you as soon as possible to assist with these concerns. Please let me know if there may be anything further that we could assist with as well. Feel free to respond directly to this email, or give us a call in ************* at ************. Thank you and have a great day!

Dakota G
************* Representative
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: 23338844

I am rejecting this response because: Safelite has not contacted me. The response is not the truth. I dont have a voicemail or email from them.

Regards,

****** ******
Customer Answer
Date: 05/27/2025
I received an email from Safelite saying they viewed pictures and made the determination but I never got a chance to view any of the pictures. This doesn't sit right with me as a customer. I need more information from the company.
Business Response
Date: 05/28/2025
Good morning,
Per my conversation with the Store manager, ****** ****, he has reached out via email to discuss further arrangements to address the concerns and coordinate the a-pillar replacement. Please contact him regarding the status of this service. If you have any additional concerns or questions please reach out to ************* at ************.

Thank you,
****** Dennis
Customer Answer
Date: 05/28/2025
I received an email from Safelite saying they viewed pictures and made the determination but I never got a chance to view any of the pictures. This doesn't sit right with me as a customer. I need more information from the company.
Customer Answer
Date: 05/28/2025
I received an email from Safelite saying they viewed pictures and made the determination but I never got a chance to view any of the pictures. This doesn't sit right with me as a customer. I need more information from the company.
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: 23338844

I am rejecting this response because:
Yes, he has reached out; however, no resolution has been provided regarding whether the photos used to support their determination will be shared. At this time, there has been no evidence presented to confirm how the conclusion was reached that the glass was not broken prior to service. The decision appears one-sided, and the lack of communication with the customer during the assessment process is concerning. I am requesting access to the photographs or video that were reviewed in order to fully understand and evaluate the basis of their decision. Until then, I do not consider this matter resolved.
Regards,

****** ******
Business Response
Date: 06/02/2025
Good Afternoon,

I do sincerily apologize for this, and I have escalated this back to our management team for further assistance. I have requested they contact you directly to assist in sharing the requested information/photos. I will be continuing to monitor this and follow up with the management to ensure they do assist you further. Please let me know if there may be anything further we could assist with. Thank you and have a great day!

Dakota G
Customer Care Representative
Customer Answer
Date: 06/04/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23338844

I am rejecting this response because: im only rejecting this until i receive the pictures and videos they've reviewed. Otherwise, i do not believe id get anything from this company. Thank you.

Regards,

****** ******
Business Response
Date: 06/05/2025
Good Afternoon,

I do apologize again for this. I have escalated back to the management team advising you have still not received this information. I will be continuing to monitor and follow up with our management team daily to ensure any photos/videos we have are passed along to you. Thank you and have a great day!

Dakota G
Customer Care Representative
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: 23338844

I am rejecting this response because: the only reason Im rejecting this request is so that they can do further investigation based on the pictures and a video that Ive just sent. Thank you for escalating the case.

Hello,
Im attaching a video and two photos related to the issue with the vehicle. The video clearly shows the location of the damage, which is significantly lower than the area shown in the original photo. This should be evident when reviewing the materials. Ive also included a photo of the area where the interior fabric was damaged.
Additionally, when my husband brought the car in, the rubber was replaced. For your awareness, *** also shared these images with *****, the store manager.
Thank you for taking the time to review this matter. I truly appreciate your attention and support.
additionally, I sent a video and two to the rep ***** handling the case via email. The files are too large to attach here.

Best regards,

Regards,

****** ******
Business Response
Date: 06/09/2025
Good Afternoon,

I did forward the supplied photos and video to our upper management team on Friday, 6/6. I have sent another message this morning to them advising of your message here. I will be continuing to monitor this case to ensure we do have someone reach out for assistance as soon as possible. Thank you and have a great day!

Dakota G
Customer Care Representative
Customer Answer
Date: 06/10/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23338844

I am rejecting this response because: I am rejecting this complaint only until I receive an answer from upper management.

Regards,

****** ******
Business Response
Date: 06/12/2025
Good Afternoon,

I did receive an update today from the shop management. They have advised that they have been in contact with you and explained we will be assisting with the screen repair/replacement. They also stated that the shop doing the work, Sound Solutions in *********, **, just needs to take a look at your vehicle to determine what parts are needed, and to provide you an *** on the completion of the work. Please let me know if there may be anything further that we could assist with. Thank you and have a great day!

Dakota G
Customer Care Representative
Initial Complaint
Date:05/16/2025
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 April 28, 2025, a Safelite technician came to my work to replace the windshield on my ******** I paid $360 up front, before the service.The technician installed the windshield incorrectly.The technician damaged my windshield cowl.The technician left a gap beneath the windshield where water can get into the dashboard and damage the electronics.I cannot drive the car in rainy weather because of this. I've already missed a day of work.I took the ******* to the ******, ****, Safelite store, where they attempted to "Gaslite" me that the part was old, blaming me for the damage done to my car.The manager and I then looked at photo evidence that showed the damage was not there before the technician bent it all up.The manager was "actually, going on vacation, starting tomorrow," but promised I would hear from her by the end of the day.I did not hear from her. It's been a week and a half and she has not called **** have attempted to call Safelite many times since, only to get hung up on by an automated system repeatedly. There's one of those "high call volume" excuses on their outgoing message.I have attempted to call the cell number given to me by the store. Its voicemail is not set up and no one will answer. I have texted this number. Still no response.I want my cowl replaced. I want the faulty windshield installation fixed. And I want a refund of the money I spent, because this terrible experience has caused me loss of work, inconvenice and irritation.If Safelite is unwilling to fix their mistake, this will become a civil matter.(Photos attached show damage and receipt.)
Business Response
Date: 05/19/2025
Good Morning,

Thank you for bringing this to my attention. I am one of the ************* Agents that has been assigned to your case. I do understand that the cowl piece was damaged during the service, and this brought to the shop's attention. The shop was supposed to contact you later that day to further assist with this. No call was received, and this was escalated. Looking into your work order, I do see that one of our Safety and Quality Managers did reach out to you last Friday. The did advise that the part has been ordered for you, but there was no *** at that time. I do apologize for this, and I have escalated this to our management team for further assistance. As soon as I do have some updated information, I will be sure this is passed along to you right away. Please let me know if there may be anything further we could assist you with. Feel free to reply directly to this email, or give us a call in ************* at ************. Thank you and have a great day!

Dakota G
************* Representative
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: 23338644

I am rejecting this response because:
On May 16, I was contacted by a ***** ********, who was driving to ************* as he called.
He told me the cowl was ordered, yes, and that they were "at the mercy" of the manufacturer as to when it would ship. I understand that.
He then said he'd call me back that afternoon, and that he was going to have the ******, Ark., shop replace the windshield the next day.
I haven't heard from anyone since. Today is May 29.
I'm an old man with heart failure and haven't had the chance to follow up with him or drive to the ****** shop.
Also, the weather has been rainy for most of the month. Because of the gap they left beneath my windshield, I will not drive in the rain. I do not want my dashboard electronics damaged by water, then have to pay to replace them, then have to pay to sue ********* to pay for it. I predict they'd drag the process out just like they have this windshield screwup.
******** assured me up and down over the phone that it was OK to drive in the rain and that the open gap would not leak into my dashboard.
My body shop says differently.
He called my body shop guy -- a sitting member of the Morrilton City Council and a longtime auto body man -- "a liar," emphatically.
******** insisted repeatedly that the gap beneath the windshield would not leak and ruin my electronics and that I could drive in the rain without problem. He would not put that in writing.
I interrupted just as repeatedly and told him "I don't care. Put it in writing. I don't care. Fix it." I will not drive in the rain. I trust a man who has worked on my family's cars for years over some fly-by-night guy who can't keep his empty promises.
He ignored my request. A simple text from him would have held up just was well in court.
I want the cowl replaced. I want the windshield property fixed. I want my money back for the time I've had to put into this and for the days of work I've missed since.

Regards,

***** ****
Business Response
Date: 06/02/2025
Good Afternoon,

I reached out to the management team today, and received a response from ***** ********, who is one of our Safety and Quality Managers, regarding this. I was advised that the replacement cowl part is on order, and we are currently waiting to receive that from the dealership. He also confirmed that if there are any issues related to our service, they will be covered under our warranty, and we would be able to assist here as well. Once an ETA is received for the cowl part, they will be contacting you directly to provide an update and assist on scheduling an appointment. Finally, we were advised that ***** has provided his cell phone number to you, and reiterated that you are welcome to contact him directly at anytime with any questions. I will be continuing to monitor this case until I do see this has been resolved. Please let me know if there may be anything further we could assist with. Thank you and have a great day!

Dakota G
Customer Care Representative
Customer Answer
Date: 06/13/2025
The cowl has been replaced. I'm told the windshield seal was fixed, but I doubt it. I received no refund. I will recommend to everyone that they avoid this awful company.
Initial Complaint
Date:05/15/2025
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 approved for an OEM windshield replacement, then I was told they made a mistake already after being scheduled and that I needed to pay because my insurance would not cover it. I contacted my insurance and they said everything was fine on their end Safelite needs to correct their mistake and take responsibility for what they did wrong. Aside from the attached showing OEM it shows my financial responsibility as ****** for new wipers, I kindly request Safelite make this correct and own up to their mistakes.
Customer Answer
Date: 05/16/2025
****** *********<***************************>
May 16, 2025, 4:41 PM (3 days ago)
to*************,disputeresolution
As I have stated repeatedly in prior correspondence with you, your customer service departments as well as with multiple representatives via phone and chatit is not my responsibility to correct a failure in Safelites internal systems. I was explicitly informed by a Safelite phone agent, and by two separate chat representatives (documentation of which has already been provided), that the service in question was covered.

Progressive has made it clear that the error originated with Safelite. Accordingly, it is Safelites obligation to rectify the mistakeplain and simple. I reiterate, once again and as respectfully as possible: if you are not the appropriate party to take ownership of this issue, or lack the authority to escalate and correct the error made by your organization and its agents, then kindly forward this matter to someone who does.

I am not interested in another templated apology or dismissive response that suggests I deal with it. I am seeking a professional resolution to a problem of Safelites own making

****** *********
Customer Answer
Date: 05/16/2025

****** ********* <***************************>
May 16, 2025, 5:38 PM (3 days ago)
to PeopleDirect, *************, consumer, investigate, disputeresolution, dcc

As I have previously stated, the issue in question lies with your company, its agents, and affiliates. It is not my responsibility to correct internal errors or procedural shortcomings on Safelites part.

I have submitted a formal complaint to the ************************ (***) for ***************** and have included all relevant documentation, including records of my communications with your agents. These same materials have also been provided directly to you.

Regrettably, your continued reliance on scripted responses and inaction suggest a lack of genuine interest in resolving this matter. Given the circumstances, I respectfully request that this issue be escalated to a higher authority within your organization, as you have reached the limit of your capacity to assist.

As I have stated repeatedly in prior correspondence with you, your customer service departments as well as with multiple representatives via phone and chatit is not my responsibility to correct a failure in Safelites internal systems. I was explicitly informed by a Safelite phone agent, and by two separate chat representatives (documentation of which has already been provided), that the service in question was covered.

Progressive has made it clear that the error originated with Safelite. Accordingly, it is Safelites obligation to rectify the mistakeplain and simple. I reiterate, once again and as respectfully as possible: if you are not the appropriate party to take ownership of this issue, or lack the authority to escalate and correct the error made by your organization and its agents, then kindly forward this matter to someone who does.

I am not interested in another templated apology or dismissive response that suggests I deal with it. I am seeking a professional resolution to a problem of Safelites own making

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

Customer Answer
Date: 05/16/2025
These are from the chat where i spoke to two different agents.
Business Response
Date: 05/16/2025
Hello and Good afternoon!

I am reaching out as I have read over your complaint regarding the need of the replacement glass and approval of *** glass to be installed with the safelite shop. I greatly apologize about any issues or inconvenience this matter has caused. I am one of the agents who will be assisting this matter and to help find resolution. After looking into the matter it has been discovered as of today the Safelite shop has reached out for approval for the *** glass. As of today through speaking with the shop the *** has been denied by your insurance and you would be responsible for the difference. If you have anymore questions or concerns we would be more than happy to assist you! We can be reached or ************.

Thanks so much!

Devonta
Customer Answer
Date: 05/16/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23334685

I am rejecting this response because:
The business has done absolutely nothing but used auto generated responses at no point have they attempted to crecer their mistake at all. I was promised something In writing and documented.

Regards,

******* *********
Business Response
Date: 05/19/2025
Hello and Good afternoon!

We greatly apologize about your issue. We have looked into this matter and it has been determined that the *** was not approved for the work order by insurance. With the order being an insurance order the approval of the *** has to be provide to the safelite shop. The matter has been looked into the *** was not approved as 5/16. If the insurance will approve the *** they would need to provide that to the Safelite shop, or you would be responsible for the difference of the *** and your deductible. We greatly appreciate you contacting us and if you need anymore assistance we an be reached here, or at ************.

Thanks so much!
Devonta
Customer Answer
Date: 05/27/2025
I am writing to formally address my recent experience with Safelite, which I believe warrants your attention due to concerns about their service quality and pricing practices.

I found Safelites customer service to be unprofessional, characterized by scripted responses that did not address my specific concerns. When I called for assistance, it felt as though my inquiries were not genuinely considered, reflecting a lack of care and attention toward me as a customer.

Moreover, I discovered that Safelite submitted an inflated cost for my glass replacement to my insurance company. This discrepancy raises serious concerns about their pricing integrity and transparency.

I appreciate your attention to this matter and hope you will take the necessary steps to investigate Safelites practices.

Thank you for your assistance.
Customer Answer
Date: 05/28/2025
I am writing to formally address my recent experience with Safelite, which I believe warrants your attention due to concerns about their service quality and pricing practices.

I found Safelites customer service to be unprofessional, characterized by scripted responses that did not address my specific concerns. When I called for assistance, it felt as though my inquiries were not genuinely considered, reflecting a lack of care and attention toward me as a customer.

Moreover, I discovered that Safelite submitted an inflated cost for my glass replacement to my insurance company. This discrepancy raises serious concerns about their pricing integrity and transparency.

I appreciate your attention to this matter and hope you will take the necessary steps to investigate Safelites practices.

Thank you for your assistance.
Customer Answer
Date: 05/28/2025
I am writing to formally address my recent experience with Safelite, which I believe warrants your attention due to concerns about their service quality and pricing practices.

I found Safelites customer service to be unprofessional, characterized by scripted responses that did not address my specific concerns. When I called for assistance, it felt as though my inquiries were not genuinely considered, reflecting a lack of care and attention toward me as a customer.

Moreover, I discovered that Safelite submitted an inflated cost for my glass replacement to my insurance company. This discrepancy raises serious concerns about their pricing integrity and transparency.

I appreciate your attention to this matter and hope you will take the necessary steps to investigate Safelites practices.

Thank you for your assistance.
Business Response
Date: 05/29/2025
Hello and Good Morning!

We are reaching out as we have looked over this matter. It has been determined with the initial order *** was not approved by insurance. Through communicating with the shop they were able to contact insurance and received the *** approval from the insurance. The shop manager ***** has reached out and got you setup for replacement with the *** glass 6/7/2025 8:00 AM - 12:00 PM. They will be out to assist you that day and do the install. We appreciate your patience and understanding and happy you will be be getting the glass replaced soon and glass damages resolved!
Thanks so much!
Devonta
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: 23334685

I am rejecting this response because:
Good morning BBB if you notice the reply from the business has been the same over and over, its a templated response, but thats no matter I have already found out from my insurance company that Safelite was lying about the costs associated with the work I found a local company and they provided my insurance with a realistic cost of services and everything was approved and taken care of, I suggest Safelite stop price gauging insurance companies and costumers, I feel sorry that to an organization like the better business bureau they wouldnt even bother giving you all a proper written response just the same copy paste again and again. I am thankful for the BBBs help but found an honest company to do the work that Safelite could not live up to.
Regards,

******* *********
Business Response
Date: 05/29/2025
Hello and Good afternoon!
I am reaching out to advise we greatly apologize that you feel this way. As we have looked into the matter and the pricing was correct. The order you had setup with Safelite was priced with the *** not being approved with the *** being approved the order would have been just the deductible amount and nothing extra. We are happy to hear you are getting the service completed. Let us know if we can do more to help assist! We appreciate you contacting us and hope you have a great day!
Thanks so much!
Devonta
Initial Complaint
Date:05/15/2025
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 April 1, 2025, Safelite AutoGlass in *******, **, replaced my windshield. The following day we had received rain, resulting in my 2016 Jeep Grand Cherokee malfunctioning. Safelite denied responsibility, prompting me to seek assistance from ****. Their assessment revealed water damage due to a leak from the improperly sealed windshield installed by Safelite, leading to $2,432.13 in repairs.Safelite inspected and admitted to the faulty installation but refused reimbursement, citing that repairs were made prior to their inspection. This stance is unacceptable, given their acknowledged fault. I am seeking full reimbursement for the damages caused by their negligence.
Business Response
Date: 05/16/2025
Hello,
I apologize for the experience with your Safelite service. As discussed over the phone we have escalated this issue with our field management team and they will be reaching out to you shortly.
if you have any further questions or concerns please reach out to customer care team ************.
Thank you,
****** ********

Initial Complaint

Date:05/15/2025

Type:Service or Repair Issues

Status:

Answered

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.

Windshield Issue Safelite 05 ***** 2025 Had an appointment for a chipped windshield on Monday, May 12th, we dropped it off on Sunday night. Physically stopped in on Monday to be told the windshield was not repairable, thus had to order a new one. I was then told I had to schedule again on Thursday, why not Tuesday or Wednesday? Physically got ahold of shop on Tuesday to inquire about moving my car up in-line, was told no they had other appointments. I then stopped in on Wednesday and was told the glass wasnt getting there until Wednesday night, they didnt tell me that first. My appointment was for 0730 on Thursday, and it is now 1230, 5 hours later and still have not heard a word. **************** is horrible to say the least. I am very disappointed and will probably go elsewhere the next time. This is not acceptable. Would like my deductible back for being lied to, and treated rude. On a side note, customer service at this location used to be very good and prompt.

Business Response

Date: 05/15/2025

Good Afternoon,

Thank you for bringing this to my attention. I am one of the ************* Agents that has been assigned to your case. I do apologize for this experience, and this has been escalated to our upper management team for assistance. I have requested they reach out to you as soon as possible to further assist. I will be continuing to monitor and follow up on this case to ensure they do reach out to you. Please let me know if there may be anything further we could assist you with. Feel free to reply directly to this email, or give us a call in the ************* department at ************. Thank you and have a great day!

Dakota G
************* Representative

Customer Answer

Date: 05/15/2025

I will be awaiting their call

Customer Answer

Date: 05/19/2025

From:

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

From Email:

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

To:

BBB of ******************

Subject:

More Information

Date Sent:

5/15/2025 2:32:37 PM

Date Read:

5/19/2025 10:29:22 AM

Attachments:

I will be awaiting their call

Business Response

Date: 05/29/2025

Good morning,

Due to the Store manager being out of office, I have included the Safety and Quality team on the escalation and follow up request for assistance. I apologize for the delay and will ensure a follow up from the management team.

Thank you,

****** Dennis

Initial Complaint
Date:05/15/2025
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.
3 different visits first for cracked windshield was improperly installed and leaked, second fixed leak but damaged rear view mirror assembly so it's fell off. May 15th supposed to come look and hopefully fix. My insurance paid $500 and we paid another $500 so $1000 total. Being a windshield repair company this should have been an easy fix. The fact this has required numerous attempts to rectify as well, as causing further damage us unacceptable
Business Response
Date: 05/16/2025
Dear Mr. *************************** 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 water leak, I would be more than happy to assist you in getting this rectified. I will be escalating this issue with the management team in the shop as well. Please reach out to me via phone at ************** or email directly.

Sincerely,

***********************
Initial Complaint
Date:05/15/2025
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.
Scheduled a routine appointment to get my front passenger windshield fixed at my home. After the service was done I noticed a crack in my windshield and contacted the location to let them know that they accidentally broke my glass and I would need it fixed and to be reimbursed. Manager at this location Summer was very unprofessional and blamed this on me even after letting her know multiple times that if I needed both fixed i wouldve got them both done at the same time and my deductible would be the same. After my appointment was scheduled it got rescheduled without my knowledge of it and then when I arrived at 8am to the appointment I was told that my glass wasnt there. I drove 45 mins to that appointment. This has been going on for about a month now and im being inconvenienced. Very unprofessional. I would like my glass fixed and a reimbursement for the tint on my window.
Business Response
Date: 05/15/2025
Hello and Good afternoon!

I am reaching out as I am one of the agents who will be assisting you regarding your complaint. For the issues advised I greatly apologize. We will be working with the safelite management to help resolve the glass replacement to try and find a resolution for these advised issues. I did speak with you today and you helped provide more information which is always appreciated. I have after our conversation escalated this matter to the shop managers and district manager ***** to help us and reach out to you to help provide more resolution. I have been able to see that the work will no longer done with the original safelite shop and will have replacement done with Waldorf location. Once we have any updates on find resolution to your request we will reach out , as well continue to monitor this matter to ensure your replacement happens and goes well. If you have any questions or concerns we can be reached here or ************.
Thanks,
Devonta
Initial Complaint
Date:05/14/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 05/13/2025 the Safelite location on ********************************************* provided a defective Windshield replacement on my 2022 Ram 1500 Longhorn which is causing a pronounced whistling sound to enter into the Passenger side of the Windshield. The Safelite Technician misaligned the Headliner to the Trim of the Passenger side, damaged my Vehicle Paint finish with a sharp Instrument, and there is excessive black Adhesive protruding from the Windshield install on the Driver side. The workmanship and damage is totally unacceptable. On 05/14/2025 I brought my issues on Work Order Number 06591-574286 to the attention of the Store Manager who happened to be working at the *************************************************************************************************** location. The Store Manager was argumentative, rude, dismissive, and informed me Warranty would not be honored and told me go ahead file a claim with ****************. I sent 2 emails to ************* today but have not heard back yet.
Business Response
Date: 05/15/2025
Good Morning,

Thank you for bringing this to my attention. I am one of the ************* Agents that has been assigned to your case. I have reviewed the complaint, and I do understand we have various quality issues with the replacement service. You stopped by a shop to advise of these concerns. The manager at the shop was argumentative, rude, dismissive, and informed you the warranty would not be honored. I do sincerely apologize for this, and this has been escalated to our upper management team for further assistance. I also did see that you were able to get scheduled online for warranty service as well. I have made sure to include this in our escalation, as that would be the next step in addressing these concerns for you. Again, I do apologize for this, and I will be continuing to monitor your case to ensure we do have someone reach out and further assist with the warranty concerns. Please let me know if there may be anything further we could assist you with as well. Feel free to reply directly to this email, or give us a call in ************* at ************. Thank you and have a great day!

Dakota G
************* Representative
Customer Answer
Date: 05/15/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23331036

I am rejecting this response because: the Safelite Store Manager advised the Warranty would not be honored and told me go ahead file a claim with **************** after we went back and forth. I would be showing up to be denied? The Store Manager made various excuses about the Technician poor workmanship and defective Windshield installation very nonchalantly. Where is the accountability? I do not trust the Safelite Store Manager. What about the damage to my vehicle? If Safelite is unwilling or unable to make the repairs. Do we need to go to Court? I have no issue filing a lawsuit against Safelite. If this matter is not taken care of by May 22, 2025.
Regards,

******* *****
Business Response
Date: 05/15/2025
Good Afternoon,

I have received the photos you have supplied, and those have been forwarded to the upper management team for review. We are more than happy to assist with the concerns on the vehicle from the replacement service. Due to the damage concerns with the vehicle, and interactions you had with the shop, this requires a higher level of escalation and assistance. This is currently being reviewed by the management team, and I have requested they reach out to you as soon as possible to further assist with these concerns. At this moment, I do not have any updates to pass along. I will be monitoring this case through resolution, and will be sure you are updated as soon as we do have information from the management team. Please let me know if there may be anything further we could assist with. Thank you and have a great day!

Dakota G
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: 23331036

I am rejecting this response because: as of 05/21/2025 there has been no resolution to this matter. It appears based on consumer complaints, Safelite has a documented history of failing to accept responsibility for damaging customer vehicles and its poor windshield installation practices. The issues caused by Safelite to my vehicle have not been rectified. If this matter is not resolved fully by 05/23/2025 to my satisfaction. I will proceed with filing a Tort Claim Lawsuit against Safelite and its Store Manager. Safelite maintains Vicarious Liability for the actions of its Employees. Safelite will be afforded a final opportunity to make this right on 05/23/2025 and if the issues are not corrected. Then its off to Court we go.

Regards,

******* *****
Business Response
Date: 05/21/2025
Good Afternoon,

Safelite is more than happy to assist in resolving any damages that were caused as a result of our service. The first step in this process is to properly access the vehicle and damages at a warranty service. We do have you scheduled for this on Friday, 5/23 at 7:30AM in shop. Once these damages can be properly accessed and documented, the management team will be able to further assist and advise you from there on the next steps. Please let us know if there may be anything further we could assist you with. Feel free to respond directly to this email, or give us a call in the ************************ at ************. Thank you and have a great day!

Dakota G
Customer Care Representative
Customer Answer
Date: 05/23/2025
[Safelite has addressed my Complaints and the issues were resolved on May 23, 2025.]

Better Business Bureau:

I accept the business's response to resolve this complaint.

Regards,

******* *****
Initial Complaint
Date:05/14/2025
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.
Safelight installed a new windshield on April *******. I noticed that the bottom trim was detached and that there was a a gap of 1/4 to 1/2 an inch between the trim and windshield. On May 2 I noticed the problem and texted the tech who installed it. I did not hear back. I texted him again on 5/12. I received no response. I gave a negative review on the survey they sent me and received an email saying they would get back to me. They never did. All I'm asking is for the problem to be resolved.
Business Response
Date: 05/14/2025
Hello and Good afternoon!

I am reaching out as I have read over your complaint and greatly apologize you haven't been able to get the warranty matter resolved. I am happy we spoke today and were able to get you a warranty appointment on 5/16/2025 for the safelite techs to come out between 1:00 PM - 6:00 PM. I have this documented for the case we have on the matter and will do a follow up to make sure the appointment went well and all matters all resolved. If you have any questions or concerns we can be reached here or ************.

Thanks so much!
Devonta

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****** *********<***************************>

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Safelite Auto Glass, Inc. is BBB Accredited.

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