ComplaintsforSafelite Auto Glass, Inc.

• Initial Complaint

  10/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Safelite repaired a window for me in my handicap access van. The window was repaired over a year ago but has warranty. This is my van that is used to transport my Handicap Mother. The window flew off while my Mother and I were traveling down I-95. When we got home, I took a look at the window and it looked as if the glue or whatever the Technician used detached. When the window snatched off, it also snatched the latch off of the window. I scheduled an appointment with Safelite to get the window repaired. I informed the *** of what happened. She told me that that's a Manufacture issue and that I would have to get the latch fixed then file a new claim for the window. The window is still under warranty. It is not a Manufacture issue at all. Due to this issue, I am not able to Transport my Mom. The Tech crash wrapped the window but if it's hot...the air isn't putting out. If it's cold, the heat isn't putting out. I have been dealing with this since July. Nothing has been resolved yet because Safelite is refusing to do anything about it. The Tech showed the *** that this was not a Manufacture issue.

  

  Business response

  10/24/2024

  Hello,

  Thank you for reaching out to our office. After consulting with the Safety, Quality & Training Manager and the District Manager at the Safelite shop, we have determined that this issue is not covered under warranty. Please contact your insurance company directly to file a new claim. If you have any further questions or concerns, feel free to contact us at **************.

  Thank you,

  ****** ****

  Customer Care Representative 

  Customer response

  10/24/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22463876
  
  I am rejecting this response because: 
  
  Regards,
  
  ***** *****-*****

• Initial Complaint

  10/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On August 17, 2023, I paid Safelite AutoGlass $631.78 to replace the back glass on my vehicle. Two technicians attempted to install new glass but their glass was not correct for the car and it didnt fit. Despite multiple attempts to obtain the correct glass and assurances that the issue would be resolved, Safelite failed to complete the replacement. I tried to work with the local store and corporate to resolve the issue but they said it would take months to get the original windshield from the manufacturer. Due to Safelite's inability to fulfill the service, I sought a resolution by having the glass replaced at a different auto glass shop. Safelite subsequently retrieved the defective glass and issued a full refund.Despite this resolution, I recently received a notice that I owe Safelite money for the incomplete service. I have attempted to resolve the confusion with the debt collector and Safelite corporate. This includes: Multiple phone calls to the number on the collection notice: I have been unable to reach a person. Phone call to Safelite corporate: I spoke with a representative named ***** who assured me she would investigate and respond with a resolution, but I never received a return call. Email to Safelite corporate: My email was forwarded to the customer care department, but I did not receive a response (attached).I request that the Better Business Bureau assist in resolving this matter by: Confirming with Safelite that the debt has been cleared and that no further collection attempts will be made. Ensuring that the collections agency ceases contact and removes any negative information reported to credit bureaus.I am extremely dissatisfied with the level of service I received from Safelite AutoGlass. Their repeated failure to provide the agreed-upon service, coupled with the recent collection notice and lack of response to my attempts to resolve the issue, has caused me significant inconvenience and wasted a considerable amount of my time.

  

  Business response

  10/23/2024

  Hello,

  Thank you for reaching out, I am very sorry to hear this. I have attempted to contact you and left a voicemail message. We have discussed this further with the field management team and they are informing the ***/collections department to halt the collection amount and update this in your account. If you have further questions, please contact us at **************. 

  Thank you,

  ****** ****

  Customer Care Representative 

  Customer response

  10/24/2024

  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ******** ********

• Initial Complaint

  10/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Safelite replaced my rear window glass 3 weeks ago and replaced the oem tesla glass panel with a fuyao aftermarket panel. During this replacement they unplugged the airbag and unclipped the trim panels. The aftermarket glass panel has distortion toward the center of the glass. The airbag issue was resolved on a second visit, but safelite has yet to return my email or give me a call about sourcing a new glass panel to address the distortion and clip the trim panels back in properly.

  

  Business response

  10/22/2024

  Hello,

  Thank you for contacting our office, I am sorry to hear about this. I attempted to contact you on the phone and left you a voicemail message. I have escalated these concerns to the field management team at the Safelite shop. We will follow up as soon as we receive an update on the status. If you have further questions in the meantime, please contact us at **************.

  Thank you,

  ****** ****

  Customer Care Representative 

  Customer response

  11/01/2024

  ************************************************************
  Wed, Oct 30, 6:21 PM (2 days ago)
  to info
  
  
  Complaint Number: ******** Hi BBB, Safelite reached out and addressed the issue today and replaced the problematic glass panel with a OEM panel. I was hoping to change the response to customer is satisfy by response of business or something of that type.
  
  Sent from ***** ***** **********************

• Initial Complaint

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I used this store to replace my Tesla windshield, but they failed to switch the inspection sticker and reapply to the new windshield. In order to get the new sticker, I will have to go to the store to get state inspection sticker and potentially have to do the inspection again to get the sticker. Otherwise i could be stopped by the cops.But the store refused to reimburse the cost of the new sticker and inspection.

  

  Business response

  10/18/2024

  Hello,

  I greatly apologize about this matter regarding your inspection sticker. I have called you on this matter and we spoke briefly on this and as well coming to a resolution to reimburse as a goodwill to you $65.00 to cover the cost for another inspection that will need to be done in order to have the new inspection sticker installed. You as well confirmed with me the address *************************************. I have setup the check to come to you to that address as you advised check would be the best way to receive the goodwill. It will as well take 7-10 business days to arrive. If you have any questions or concerns on this matter or any updates don't hesitate to contact us here or ************.

   

  Thanks,

  Devonta
  
  

  Customer response

  10/18/2024

  [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

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Earlier this year SafeLite came out and replaced a cracked windshield for me. Unfortunately when the technician was reinstalling the parts on my vehicle he did a very poor job and reinstalled multiple parts incorrectly. I have multiple issues happening that SafeLite has yet to address 5 months afterwards. Two pieces of my vehicle fell off as I was driving down road, one on the outside of the vehicle the other on the inside. The piece on the outside needed to be painted and replaced which SafeLite had done, the problem is they did a horrible job repainting the pieces that they replaced, the paint looks as if it is bubbling and about to start peeling off, they also chipped my car paint I have called them at least 6-7 times about this issue, most recently they told me someone would be coming to my house to fix the paint job, the day they said someone would be out came and went and no one called or showed up and SafeLite never called to make sure the work was completed. My second issue is another piece on my vehicle was broken during installation and it caused a rattling noise to happen when I am driving down the highway, my vehicle is less than a year old and this issue only started after I had my windshield replaced. The final issue has to do with another piece that was reinstalled improperly, the piece that fell off inside the car was just jammed back onto the windshield and the tech used his fist as a hammer to pound it back into place (I watched him do this) which has caused that piece to make noises while I drive and is incredibly annoying. Ive called countless times about these issues and have spent hours on hold trying to get these issues resolved but SafeLite has yet to do the right thing and fix my car properly. Every single time I call I have to wait on hold for at least 15 minutes and I do not have time to do this. The last time I called I told them I couldnt wait on hold and they told me they would call me back and they never did, they just ignored me.

  

  Business response

  10/16/2024

  Hello,

  Thank you for contacting our office, I am so sorry to hear about the inconvenience. I attempted to reach you on the phone and left a voicemail message. I have escalated these concerns to the field management team at the Safelite shop for further review and assistance. We will follow up as soon as we have an update on the status. If you have further questions in the meantime, please contact us at **************. 

  Thank you,

  ****** ****

  Customer Care Representative 

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 11th 2024, a technician visited my home to perform a scheduled auto windshield chip repair on my 2021 Tahoe. After attempting to repair the chip, the technician told us that the car was too hot and that he knew he shouldnt have attempted the repair which led to a new and approximate 12 crack across the windshield. The technician apologized for the error and told us that his manager would be calling to get the windshield replaced. After waiting three days with no calls from the local Safelite office, I spent an hour on the phone e attempting to get through to schedule an appointment for replacement. I was able to get this done but was shocked to learn that the $0 repair turned in to a $670 replacement due to the technicians admitted mistake in working on the windshield in the direct heat. A garage was available for use but the technician did not use it. Another hour or more was spent speaking to various Safelite customer service agents and local office personnel attempting to figure out why I was responsible to cover a windshield that was damaged by the technicians admitted mistake. I spoke to local office manager *** who accepted no responsibility or empathy for this error and told me it was only $670 through my insurance with a $1000 deductible. The way this has been handled, the lack of accountability, responsibility, and concern for these actions is mind blowing. Safelite has offered no other suggestions other than paying the cost of the replacement as they are not responsible for any damage caused by no fault of the technician. Multiple attempts to explain the technician admitted responsibility, were met by a manager who didnt care.

  

  Business response

  10/16/2024

  Hello,
  

  Thank you for contacting our office. Im so sorry that the repair on your vehicle has failed. I attempted to contact you on the phone and left a voicemail message. 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 repair education was sent to you prior to the repair. The outcome of a repair is affected by many factors, including but not limited to:

  - The age of the damage
  - The size and location of the damage on the windshield
  - Glass is a sensitive and unpredictable material
  
  Our chip repairs are done to preserve the structural integrity of the glass and not for cosmetic purposes. If the repair fails i.e. starts to crack out further or is not visibly pleasing; Safelite offers a money back guarantee 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. Our records indicate you are scheduled for the windshield replacement today, 10/16/2024. If you have further questions or concerns, please contact us at **************.

  Thank you,

  ****** ****

  Customer Care Representative 

  Customer response

  10/17/2024

  '***** ******' via Dispute Resolution - Shared Inbox <**********************************************************************************************>
  Attachments
  Wed, Oct 16, 4:14 PM (23 hours ago)
  to disputeresolution
  
  Invoice
  
  
  Sent from my iPhone
  

  
  

  Customer response

  10/17/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22427666
  
  I am rejecting this response because: 

  The business states that they are not liable for damage caused by no fault of the technician. This technician verbally admitted fault and said that he should not have initiated the repair with the hot temperature of the windshield.  

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

  

  Business response

  10/18/2024

  I am very sorry to hear about the inconvenience. When we attempt to perform a repair, we're already working with damaged glass when there is a chip or crack present. Unfortunately, if it does not hold, we're not responsible. We provide a National Lifetime Warranty covers manufacturing defects and workmanship for as long as you own or lease the vehicle with an install of a new windshield. A chip repair comes with a money back guarantee. The guarantee states that we refund the paying party, and from there you're responsible for your deductible or out of pocket costs. If you have further questions, please contact us at **************.

  Thank you,

  ****** ****

  Customer Care Representative 

  Customer response

  10/21/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22427666
  
  I am rejecting this response because:   The business has yet to acknowledge the admitted fault of the technician that caused this damage and has failed and refused to make it right, only repeating what they said in the first place which is unacceptable.  
  
  Regards,
  
  ***** ******

  

  Business response

  10/23/2024

  Hello,

  This has been further reviewed by the field management team at the Safelite shop and they have advised the technicians are trained to complete the repairs in many different weather conditions. When we attempt to perform a repair, we're already working with damaged glass if there is a chip or crack present. Unfortunately, if it does not hold, we're not responsible. The Safelite shop has advised they will not be covering the cost of the replacement. If you have further questions or concerns, please contact us at **************.

  Thank you,

  ****** ****

  Customer Care Representative 

  Customer response

  10/24/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22427666
  
  I am rejecting this response because: the business has repeatedly shown that they are operating on a business model where they can upsell from a $0 repair to a $688 replacement, with no responsibility for their admittedly wrong actions.  If this is found to be an acceptable practice, where does that leave the consumer?  ******************* has also been notified and a complaint has been filed.  
  
  Regards,
  
  ***** ******

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got a windshield replacement on Sep 26, 2023. In September 2024, we discovered a stress crack. Safelite told us they will send someone to inspect the stress crack. The inspector agreed and they scheduled to have the windshield replaced. We got the windshield replaced and it took 5 hours instead of the promised 2 *********, we just discovered ANOTHER stress crack on the newly replaced windshield. The shop refuses to send an inspector out again and told us to sue instead. You either sell inferior products or installing wrong.I want a refund because I don't have time to take work off and my wife who is also sick and caring for a 1 year old does not have time I am text messaging someone there too

  

  Business response

  10/16/2024

  Hello,

  After investigating this issue, it was been found that an inspection appointment for the reported stress crack was previously scheduled for 10/19/24 and we are happy to inspect under warranty. Our records do show that legal action was mentioned by our customer as well, please advise if this issue would need to be forwarded to our legal department. Please reach out via phone at ************** or email directly if you have further questions.
  
  Sincerely,
  ***** *******
  Customer Care Representative
  
  

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Windshield got cracked Scheduled appointment via online for all day drop off / drop off before 9:30am.Dropped car off on 10/14/2024 at 8am. Called around 3pm and asked status of my car. Woman working the reception office stated it hasnt been started and I was confused and when I asked why she stated its an all day drop and then hung up. Office closes at 5pm. I got a text at 5:02pm stating my car service has started. 5:12pm I receive another text stating my car was wrapping up service. I then receive a call from the same woman telling me my car is done and ready for pick up. I asked if I could pick it up and she stated we closed 15 minutes ago. I have many questions regarding why I dropped off my car early in the morning and it took 15 minutes to repair or it may have been completed and no one called. My complaint: the next morning I pick up my car. Everything looked fine, no complaints. As I was driving to work my rearview mirror dropped, hanging by the wires. Already missed time from work the day before, and stopped back into Safelite to tell them about this. I tell them I picked up my car today and my rearview mirror dropped. The woman asked for my keys, took them, didnt say anything and walked into the back. When she came back out she asked when I can drop it off. Obviously I say ASAP, and she stated we need to wait a week for the glue to dry. I dont have time to drop off my car again and take time out of work. More important, Im supposed to drive without a rearview mirror until my next appointment. This is a huge inconvenience, I went in for a cracked windshield, and now I have to wait for them to fix my rearview mirror, lose time on work and drive without a rearview mirror for the time being. Extremely risky for myself and others on the road driving without the mirror and the quality of service is very disappointing. This should have been resolved and customer service should have been better. I will not be using Safelite in the future.

  

  Business response

  10/16/2024

  Hello and Good Morning,
  
  We greatly apologize about this matter and that the install of the windshield lead to the issues with the rear view mirror and bracket, I have been looking over this matter and I did call you today to advise I will be the agent assisting you. I left a voicemail as well. It has been determined that the issue was due to a defective bracket from the new glass and that is why another glass needs to be installed for you. As it is warranty this is no charge to you and they will make sure to resolve this matter and have your vehicle back to good shape. There is an warranty appointment setup for 10/24/2024 to help assist and rectify the matter. I have escalated this complaint to the shop management to make sure they are aware of this, and will follow up to confirm this is resolved. If you have any questions we can be reached here or ************.
  
  Thanks,
  
  Devonta

• Initial Complaint

  10/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  8/26/24 Had windshield replaced. Was charge and agreed to $75.82 When credit card statement came they charged me $249

  

  Business response

  10/15/2024

  Hello,

   

  We greatly apologize about this matter and issues with the billing on this order. I have looked into this matter and as well spoken with the safelite shop to see what happened and why there was an extra charge. It has been advised and shown in the work order the glass replacement done on the 2015 RAM PICKUP 1500 4 DOOR CREW CAB  was an Original Manufactured glass. The Original Manufactured glass when going through the replacement as an insurance claim that glass would have to be approved by the insurance company and is based upon your coverage and policy. It as well has been determined that the Original Manufactured glass was not approved by the insurance on 8/26 but the shop manager ******* Farrell  did speak with you about this and it was agreed upon that you would pay the difference for the aftermarket glass as the insurance didn't approve the original glass. As well as you included the wipers on the order and with a $0 deductible it would be correct you would have been priced for the wipers which were $75.82. But as well since you agreed to pay the difference for the Original glass which is $173.39 it would make your collection amount due at the time of service $249.21. I did call you as well to advise this information. There was no answer but I did leave a voicemail advising I would share these findings. If you have any questions or concerns we can be reached here or ************.

   

  Thanks,

  Devonta

  
  
  

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Mercedes Bens windshield crack on July 15, 2024. on Aug 5, 2024 Safelite preformed the repair. Two weeks later my wife took the car to the carwash sand water came through the windshield. Safelite resealed the windshield. Three weeks later we had a bad storm and my wife entire car was soaked with water. Her radio, rear camera and electronics are not working now. It has been almost 3 months and Safelite has not resolve the problem. They pick up my car three weeks ago and I have not heard anything from them regarding the estimate of the water damage. I have contacted the shop and their national customer service and keep getting the round around.

  

  Business response

  10/15/2024

  Hello,

  Thank you for contacting our office, I am sorry to hear about the inconvenience. This concern has been escalated to the field management team at the Safelite shop. We will follow up as soon as we receive an update on the status. If you have further questions in the meantime, please contact us at **************.

  Thank you,

  ****** ****

  Customer Care Representative 

*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. ↩