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.
699 complaints closed in the last 12 months.

If you've experienced an issue

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:05/13/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The Safelite technician scratched the hood of my 2023 f150 while installing a new windshield and now Safelite is not paying to get the hood painted. I attached photos however the truck is grey so it is hard to see with the glare.
Business Response
Date: 05/14/2025
Hello and Good afternoon!

I am reaching out as I have tried to call you and no answer. I was not able to leave a voicemail. We are reaching out on behalf of your complaint you filed regarding the damage to your vehicle from your safelite replacement. We want to issue an apology for this matter and will be helping with providing assistance on a resolution for you! I have reached out and spoken with **** the Safelite shop manger about the damages and what they are doing to help further. He advised they have contacted you yesterday 5/13 about the issue and for you to come by and get the estimate from the shop so you may provide that to your shop of choice. If you could please reach back out to **** as they are looking forward to you coming by. If you have any other questions or concerns, we can be reached here or ************.

Thanks so much!

Devonta
Customer Answer
Date: 05/22/2025
No I do not accept this. I have already given Safelite the estimate for the shop I choose. My truck has a factory paint warranty and cannot be painted by any paint shop other than one that is **** certified so my paint warranty is not at risk. Last time I checked Safelite isnt a paint and body shop and I dont know how they came up with their estimate that is cheaper than the one I provided with them. It need to be painted by a **** certified paint and body shop and I will need a rental car due to the shop having my vehicle for the minimum of 5 days.
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: 23326857

I am rejecting this response because: No I do not accept this. I have already given Safelite the estimate for the shop I choose. My truck has a factory paint warranty and cannot be painted by any paint shop other than one that is **** certified so my paint warranty is not at risk. Last time I checked Safelite isnt a paint and body shop and I dont know how they came up with their estimate that is cheaper than the one I provided with them. It need to be painted by a **** certified paint and body shop and I will need a rental car due to the shop having my vehicle for the minimum of 5 days.

Regards,

***** ******
Customer Answer
Date: 05/29/2025
This has not been resolved. Here is the email I have where it states nothing has been done. Problem not resolved. My truck is still scratched and has not been repaired.
Customer Answer
Date: 05/29/2025
This has not been resolved. Here is the email I have where it states nothing has been done. Problem not resolved. My truck is still scratched and has not been repaired.
Business Response
Date: 05/30/2025
Hello and Good afternoon!

I am reaching out as I greatly apologize about this. I have reached out to the manager **** on the matter. He has confirmed to spoken with you last week and advised you are able to take the vehicle to your shop of choice to have the matter resolved. **** also stated you have his contact information and any other questions or concerns he would be more than happy to address. We would advise you contact **** for further assistance.

Thanks so much!
Devonta
Customer Answer
Date: 06/06/2025
I have gotten a response from the body shop that they received a payment, but Im still waiting for an email stating that Safelite will cover the rental vehicle that will be needed for the duration of the truck being in the paint shop. I did not scratch the truck therefore I am not coming out of pocket for any expenses on this matter. Thank you.
Business Response
Date: 06/09/2025
Hello and Good afternoon!

We are very sorry to hear this that you have not received the information on the rental. We are reaching out as ***** one of the agents assisting the matter has emailed you the rental information. The safelite shop has setup the rental for you. If you are needing anymore help we would be more than happy to help and you can reach out to us here or ************.
Thanks so much!
Devonta
Initial Complaint
Date:05/13/2025
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 schedule me for repairs on May 13, 2025. I had to request time off from work to be able to make it to this appointment. When I arrived at their ************************************************** location, I was advised that they made a mistake in ordering the incorrect windshield for my vehicle. The correct windshield would not be available on the same day and the only solution they offered was to reschedule repairs. I was not offered any kind of compensation for my wasted time or my gas expense to the shop. I had to take time off from work and drive for 20 miles when this issue could have been avoided with a simple call from Safelite confirming the year, make and model of my vehicle. Thank you for your assistance in this matter
Business Response
Date: 05/14/2025
Hello and Good afternoon!

I am reaching out as I have read your complaint and I greatly apologize about this issue. On out behalf we would greatly like to apologize that they did not verify all the correct information in order to assist you , as well as the time taken away from your day and time missed from work. I did call you today to issue an apology for the matter. Not only to do that but try and provide rectification on this matter. I have offered in our conversation a goodwill of $75 in order to make up for this appointment discrepancy. You have agreed to the goodwill and I will be issuing goodwill to the address ****************************************. Once it is approved the goodwill check will arrive within 7-14 business days. Also through our conversation it was advised tech was there today to install glass. We are very happy to hear that and if you need anymore assistance from us we can be reached here or ************. We appreciate you contacting us and hope you have a wonderful day!
Thanks so much!
Devonta
Initial Complaint
Date:05/13/2025
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 scheduled a windshield replacement through my insurance, which allows me to choose any glass vendorbut only from glass repair shops, not auto body shops. Because of this limitation, and the lack of nearby alternatives, I was effectively forced to use Safelite as the only viable option in my area.Safelite scheduled an appointment at my home between 8 AM and 12 PM. The technician, *********, called at 8 AM and confirmed I was second on his route. Based on this, I rearranged my entire workday: I stayed home from the office, rescheduled meetings, and moved my car to a more accessible spot for the service.After that call, I received no updates. The technician didnt answer my call. It was almost noon with no arrival or notice. I eventually called Safelite directly who then finally had the technician reach back out. Then I was told the technicians supervisor had added more jobs to his schedule, so he wouldnt arrive until after 1 PM. I could no longer accommodate this time due to work obligations.Neither Safelite nor my insurance offered a solution besides rescheduling days later, which was not acceptable after how much time I had already lost.Resolution Im Seeking:I am requesting:A formal apology acknowledging the inconvenience and poor communication.Either a discount or reimbursement for the missed appointment and wasted time.Priority rescheduling at a time that works for mewithout a long wait.Greater transparency and accountability from Safelite so this doesnt happen to other customers.I am extremely frustrated that I was left without service despite doing everything on my end to prepare. My time was disrespected, and the lack of follow-through was unprofessional.
Business Response
Date: 05/14/2025
Hello and Good afternoon!
I am reaching out as I greatly apologize about all the confusion and issues with your order. I have spoken with you today about the late appointment and also the order not being setup as a replacement glass. It has been a lot of issues with getting the work order setup correctly. I am happy we were able to speak and I was able to provide proper assistance. With it being an insurance order they can not apply any discounts towards your deductible. With this being advised I am happy we got you to Geico to correct the work order and they will be able to get you setup for a new glass replacement. If you do have anymore questions or concerns on the matter, we can be reached here or ************. We appreciate you reaching out and happy to have provided assistance on getting you to the correct department to have your glass replaced.
Thanks so much!
Devonta
Customer Answer
Date: 05/23/2025
[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,

Nicollette Ashtiani
Initial Complaint
Date:05/13/2025
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 10-29-2024 my ****** camry had to go to safelite in **********, la for a second time after a week after replacing the windshield a week earlier due to road debris. on this second visit I had asked about any discounts in which the store employee did apply. my total was ****** per invoice 01826-982908. I used my discover card and paid it when the work was done. My receipt shows a zero balance due. on 10-30-2024 without my knowledge safelite mandeville ran my discover card for $320.67 No notice was given when they did that. it wasnt until the statement did I notice the extra charge. I contacted safelite in mandeville who said the discount applied was extra and a mistake made by the person at the counter. That is not my issue but an internal matter. I filed a complaiant with discover and reversed the charge after safelite refused to speak to them. After the chargeback, safelite tried to call and collect the money they said I owe but didnt. The receipt in my hand clearly shows the balance paid and zero owed. This issue had escalated to the state attorney general who had to close the case because safelite is refusing to speak to the consumer aid at the ************************. Now safelite who didnt want to speak to consumer affairs at the states office has sent me to collections for that $320 amount. That amount should not be owed and I am wrongfully placed in collections.
Business Response
Date: 05/14/2025
Hello and Good afternoon!
We are reaching out to you as we have read your complaint about this billing matter and we offer an apology. We have looked into this matter and it has been determined you have contact Safelite and the safelite shop about legal representation for the pricing discrepancy. With this information provided we would advised you contact ******************************** for more assistance as they will be better suited to assist matter. We appreciate you contacting us and we hope you have a great day!
Thanks so much!
Devonta
Initial Complaint
Date:05/12/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I called Safelite to repair my windshield. I was asked if damage was less than 6 inches it was. When tech got there, it couldn't be repaired even though it was like the size of a quarter. We called and rescheduled the appointment with him there and on the speaker phone with me. We asked for OEM glass (Which was on the vehicle). It has certain etching. I get an appointment for the following Monday. Great right? I call that morning to ask if we are confirmed and do they have oem glass. Well they couldn't find my appointment. They eventual ** find it and tell me they have oem glass but it hasn't been approved by my insurance. How would I know this if Safelite doesn't tell me. Better yet they never told the insurance company. Tech shows up and calls the office and gives me some line that they didn't provide the part number but will provide it and I'd get a call within 24 hours. I never received a call. I called then next several days and kept being lied too. State farm insurance was never provided the part number. Well its been weeks and I still haven't heard back from them. This has been the worst customer service experience from what is supposed to be a reputable company. Get some new employees and better training. There are other glass repair companies besides safelite. Now to go work on an insurance claim that I never even reported. Safelite did. They shouldn't be able to start a claim on someone's behalf. That could be an insurance issue but this company is trending downwards. I value peoples time I just wished others would value my time.
Business Response
Date: 05/13/2025
Good afternoon,

I hope this email finds you well; I wanted to follow up with you and advise that we have received your BBB submission. I am truly sorry to hear of your experience with us thus far! Per my voice message, I will be working closely with the **************** team in order to come to a resolution as soon as possible. I have forwarded the details of the claim and am currently awaiting a response. I will send you updates as soon as I receive them! If you have any additional questions or concerns, please feel free to reach me directly via email. You can also call our ************* team at ************, we are open Monday through Friday from 8am to 7pm EST.

Thank you for your time,
****** **** | ************* Representative
*************************** Way | ******************
*******************************************************************************
Customer Answer
Date: 05/13/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23320061

I am rejecting this response because: There is no resolution offered. It says right in their own response.

Regards,

******* **********
Business Response
Date: 05/14/2025
Good afternoon,
We apologize for the circumstances. Regarding the *** denial, the decision on the approval comes directly through insurance in which Safelite is unable to influence that determination. Based off the work order, the service has been cancelled at this time in which no service has been completed, and no charges applying. Please refer to State Farm/Lynx for further discussion on the *** denial.
Thank you,
****** Dennis
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: 23320061

I am rejecting this response because: Safelite failed to do its job. ************ didnt deny any claim. It never received the proper part number from safelite. Employees do not know how to do their jobs. This response is much more different from the email responses received. Never does it claim a denial of insurance. Safelite in not having an answer or solution passes the buck yet again. Way to go safelite. **** up the terrible work.

Regards,

******* **********
Business Response
Date: 05/16/2025
Good afternoon,
Based off the communication from the field management and their correspondence from Lynx, Safelite was advised this claim was being reassigned to a different provider. I will partner with the management team to ensure a follow up to discuss the concerns further.
Thank you,
****** Dennis
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: 23320061

I am rejecting this response because: YEs safelite failed to initiate the required documents to complete the job. It also failed to follow up with me the client. There was all kinds of lies told to myself from safelite staff. There was also alot of misinformation. In the end safelite dropped the ball and now it doesnt seem to know where the ball is.

Regards,

******* **********
Business Response
Date: 05/20/2025
Good afternoon,
Per previous correspondence, the work order has been cancelled at this time in which Safelite was advised by ********** the service would be reassigned to a separate provider. If you would like to pursue service through Safelite please reach out to ************* at ************. Regarding the *** denial, further discussion will need to be with State Farm directly as Safelite does not influence the approval/denial of parts from insurance.

Thank you,
****** Dennis
Customer Answer
Date: 05/20/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23320061

I am rejecting this response because: Again you didnt offer any proper response. State farm did not deny anything Safelite didnt do its job. All I can do is be honest with people that ask me about safelite and give honest reviews online etc. Safelite failed miserably and you continue to do so. Congratulations, you lost.

Regards,

******* **********
Business Response
Date: 05/21/2025
Good afternoon,
As per previous correspondence Safelite would be happy to assist further with the claim and resubmitting the *** request to insurance for approval. If you would like to proceed please contact customer care at ************ so appropriate escalation steps can be taken. Otherwise, the service has been unscheduled as we were advised by insurance due to the claim being reassigned.
Thank you,
****** Dennis
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: 23320061

I am rejecting this response because: No thank you. I dont trust that someone will do their job. I cant have my time constantly wasted by Safelite. Even the managerial staff is horrible. There isnt much else a customer like me can do when ********************** doesnt do its part. You had 2 people come here. Safelite wasted their time and my time. A glass replacement should never even get close to 4 weeks.

Regards,

******* **********
Business Response
Date: 05/22/2025
Good afternoon,
We apologize for the inconvenience. Please reach out to insurance to discuss the re-assignment of this claim and contact ************* if you have any additional questions or concerns - ************.

Thank you,
****** Dennis
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: 23320061

I am rejecting this response because: Failed to rectify the mistakes made by Safelite. Failed to follow simple business practices. Failed to respond back like the customer service representatives said they would. Epic fail. You have a terrible company.

Regards,

******* **********
Business Response
Date: 05/28/2025
Good afternoon,
As per previous correspondence Safelite would be happy to assist further with the claim and resubmitting the *** request to insurance for approval. If you would like to proceed please contact customer care at ************ so appropriate escalation steps can be taken. Otherwise, the service has been unscheduled as we were advised by insurance due to the claim being reassigned.
Thank you,
****** Dennis
Initial Complaint
Date:05/10/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had my windshield replaced by Safelite on my 2023 Tesla Model 3 Performance late 2024. After the replacement, I experienced issues with the front camera system. I brought the vehicle to Tesla for diagnosis, and they found that the wiring harness had been cut a result of improper handling during the windshield removal process. Tesla documented that the damage likely occurred when the technician cut the rubber molding, which is consistent with what happens when someone improperly removes the glass without protecting nearby wiring.Tesla completed the necessary repairs, and I paid out of pocket. The service worksheet clearly attributes the damage to the prior windshield replacement. Safelite, when notified, claimed they would not take responsibility because I did not have them attempt the repair first citing a so-called warranty policy. However, this was not a warranty issue it was a case of damage caused by their technician. I had every right to go to Tesla to avoid further complications with vehicle safety systems.This is not an issue of coverage or misunderstanding. It is plain and simple: Safelite caused the damage, and they are refusing to take responsibility. I am requesting a full reimbursement for the Tesla repair.
Business Response
Date: 05/13/2025
Good afternoon,

I hope this email finds you well! I wanted to follow up with you and advise that we have received your BBB submission; I am truly sorry to hear of your experience with us thus far! Per my voice message, I will be working closely with the **************** team in order to come to a resolution as soon as possible. I have forwarded the details of the claim and am currently awaiting a response. I will send you updates as soon as I receive them! If you have any additional questions or concerns, please feel free to reach me directly via email. You can also call our ************* team at ************, we are open Monday through Friday from 8am to 7pm EST.

Thank you for your time,
****** **** | ************* Representative
*************************** Way | ******************
*******************************************************************************
Initial Complaint
Date:05/08/2025
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.
Safe flight branch in ******************** never completed the job. I paid for the glass and full. I have been reaching out to different numbers andhave emailed and texted with no response. All the notes are in the system through the Call Center and no one locally helps. They have damaged the paint on my truck around the glass and the job is not done. ****** will be one year since I initiallycontacted them. I dont want to file a lawsuit or anything else, I just want the job done. They have stolen my money And I wish I never would have used them. Please help me resolve this so I can get my truck fixed.
Business Response
Date: 05/13/2025
Hello and Good Morning ,

I am reaching out as I have read over your better business bureau complaint, and I greatly apologize about this matter. I have reached out this morning and we spoke briefly about this matter. It was a great conversation as we are happy to have spoken with you. In this conversation you provided more details about what happened which will help with finding resolution for you. We are escalating this matter to the management and will also work with the quality managers within safelite to help us find resolve. If you have any questions or concerns as we work through this matter we can be reached here or ************. Once we have any updates on the matter we will reach out, you may also hear from the quality managers as they will help us in this horrible matter. We appreciate you contacting us today and will be reaching out to you again soon!

Thanks so much!

Devonta
Customer Answer
Date: 05/17/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23304987

I am rejecting this response because:

Regards,

***** ******
Customer Answer
Date: 05/26/2025
I still need my truck fixed. No one has reached out to resolve this matter.
***** ******
************
Customer Answer
Date: 05/26/2025
The issue is not resolved. I need my truck fixed. I paid in full. Job not done
Customer Answer
Date: 05/27/2025

The issue is not resolved. I need my truck fixed. I paid in full. Job not done

Business Response
Date: 05/28/2025
Hello and Good afternoon!

We greatly apologize about this and that you haven't had the matter resolved. I have looked into the matter and it has been determined the shop have received the parts to complete the install. They have setup an appointment for 5/31 to complete the work and will be coming out to you to address ***************************************. If anymore assistance is needed after the appointment we can be reached here or ************.
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: 23304987

I am rejecting this response because:
NOTHING HAS BEEN DONE. I NEED THE *** COMPLETED AND MY TRUCK PAINT REPAIRED! I have paid in full.
Regards,

***** ******
Business Response
Date: 05/29/2025
Hello and Good afternoon!

We greatly apologize about this and that you haven't had the matter resolved. I have looked into the matter and it has been determined the shop have received the parts to complete the install and fix issues. The appointment is setup for 5/31 to complete the work and will be coming out to you to address ***************************************. If anymore assistance is needed after the appointment we can be reached here or ************.
Thanks so much!
Devonta
Customer Answer
Date: 06/06/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23304987

I am rejecting this response because:
The glass has been completed. Thank you! However, my paint has been damaged from multiple applications of masking tape. I need this resolved and I will be satisfied with this matter. What are next steps?

Regards,

***** ******
Business Response
Date: 06/11/2025
Hello and Good afternoon!

We greatly apologize about this and that you have paint issues. I have reached out to the management team about this and to review your complaint they have advised that the paint issues are not from the shop. They have provided photos to show there is a clear tape that was used to crash wrap the area. The safelite shops do not use clear tape. With this information we would have to apologize and deny that the shop caused the paint issues. If you have anymore information to help support your claim we would be more than happy to look at them for further review.
Thanks so much!
Devonta
Customer Answer
Date: 06/13/2025
My truck paint has 2 layers of blue masking tape that 2 different techs put on to hold the clear wrap they put on. There are pictures in their system that techs uploaded. The first ******* that came out told me they shouldnt put tape on the paint I have waited months to get this simple issue resolved and Safelite is now saying they will not fix the damage they caused. This is very unprofessional. I ask for a local *** in management to call me. Safelite is solely responsible and should ***air this tape mess.
thank you.
***** ****** ************
Customer Answer
Date: 06/16/2025
My truck paint has 2 layers of blue masking tape that 2 different techs put on to hold the clear wrap they put on. There are pictures in their system that techs uploaded. The first ******* that came out told me they shouldnt put tape on the paint I have waited months to get this simple issue resolved and Safelite is now saying they will not fix the damage they caused. This is very unprofessional. I ask for a local *** in management to call me. Safelite is solely responsible and should ***air this tape mess.
thank you.
***** ****** ************
Initial Complaint
Date:05/08/2025
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 scheduled an appointment for Safelite to come out and replace the windshield on my car. While the installer was beginning to remove the windshield that they cracked the moulding that covered the driver-side A-pillar. They said they could not finish the installation and that they would be in contact with me. When they finally got back to me, their parts acquisition person said they would try to locate a replacement for the A-pillar moulding. A few days later, they reached back out and said that they could not find the part and that they could not complete the job. I asked them if they were liable for cracking the moulding, and they told me that their manager said that they were not. They claimed it was normal wear and tear and that the moulding shouldnt have cracked like that. The simple fact is about the molding was perfectly fine when the installer came out, and they cracked it while trying to remove it. Now I dont have my windshield replaced and also have damage on the body of the car. I am currently engaging through my insurance company, but this seems like very bad business practice to me.
Business Response
Date: 05/13/2025
Good Afternoon,

Thank you for bringing this to my attention. I am one of the ************* Agents that has been assigned to your case. I received the photos you supplied as well. I do apologize for this experience, and this has been escalated to our upper management team for further review and assistance. I will be continuing to monitor this case, and will pass along any updates that are received. Please let me know if there may be anything further we could assist with. Thank you and have a great day!

Dakota G
************* Representative
Customer Answer
Date: 05/14/2025
[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:05/07/2025
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 forced to use Safelite by my car insurance company, so I have no option to have this work completed by another shop. I was to have my windshield replaced on 01/29/2024. I was informed the technician didn't have my parts and I needed to reschedule. After being ignored for most of the year, Geico helped me get an appointment on 11/16/24. When I arrived, the clerk didn't have an appointment for me. It had been cancelled because they didn't have the required parts. Since then, I have been repeatedly told the parts are on back order. I have spoken with a dealership, and they showed no significant delay in getting the parts. Currently Safelite has stopped responding to my requests for updates. I would like them to actually order the parts required, and perform the work they agreed to.
Business Response
Date: 05/13/2025
Hello and Good Morning,

I am reaching out as I have read your complaint and greatly apologize about this matter, I have reached out to you this morning and no answer which is okay. I left a voicemail advising I will be helping find resolve for this matter. Once we have any updates to resolution for your glass replacement we will reach out and provide assistance. I have also contacted the Safelite location in ********, **. They have advised they will be reaching out to you soon to provide assistance as they have a few updates regarding the moldings that are needed. If you have any questions or concerns we can be reached here or ************. We look forward to providing assistance and once we have any updates we will contact you!

Thanks so much!

Devonta
Initial Complaint
Date:05/06/2025
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 19th at 7:45AM a mobile technician arrived at my home to replace my windshield. The technician took 3 hours and was using profanity most of the service.The technician told me he may have damaged my convertible top because it gets stuck half way. I told him it does that.What the technician hid from me was the damage to the motor to operate the convertible top, plastic lining on rear window, top not being secured in the back, which has now locked me out of my trunk and the car beeps now in drive.I made an inspection appointment for two technicians to argue with me and refuse to fix the damages done to my car because the tech said I told him he didnt damage the car. They did not have an answer as to why the tech continued to force down the top if he thought it would hinder him from doing the service or damaging my car. Overall my car was not left in the same state as it was before the service and the business is refusing to help me.
Business Response
Date: 05/09/2025
Good afternoon,

I hope this email finds you well, I am reaching out regarding the BBB claim that was submitted recently. I'm truly sorry to hear of your experiences with us thus far! Per my voice message, I will be keeping in touch with the **************** team to come to a resolution as soon as possible. I have forwarded the details of the claim and am currently awaiting a response. I will send you updates as soon as I receive them; in the meantime, please feel free to reach out if you have any additional questions or concerns. You can also call our ************* team at ************, we are open Monday through Friday from 8am to 7pm EST.

Thank you for your time,
****** **** | ************* Representative
7400 Safelite Way | ********, OH 43235
*******************************************************************************

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Safelite Auto Glass, Inc. is BBB Accredited.