Complaints

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

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  Safelite Auto Glass, Inc.

  7400 Safelite Way Columbus, OH 43235-5086

  
• 

  Safelite Auto Glass, Inc.

  1670 Harmon Ave Ste C Columbus, OH 43223-3350

  
• 

  The J.N. Phillips Company, Inc.

  11 Wheeling Ave Woburn, MA 01801

• 

  The J.N. Phillips Company, Inc.

  150 Sutton St North Andover, MA 01845

• 

  Safelite Auto Glass

  216 Carter St Chelsea, MA 02150

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:04/10/2025

  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.

  Sometime during early November, 2024, I made an appointment with the Safelite repair center in ***********, ******* concerning a crack in my windshield and a date was set for 11/18/24 for repair. I was asked the usual information as well as my insurance carrier and account number. About three days before my appointment I was notified that they had not received a confirmation from the insurance company and I would be billed before work would begin. On November 18, when I arrived, I was told that everything was covered, was not asked to pay up front or told what the cost of the repair. The windshield was replaced and everything was in good order. On 01/15/2025, two months later, I received a letter from Safelite corporate office saying my insurance company did not cover the cost of the repair and it was now due. At no time was I contacted by the local facility to say there was a problem. This was rather shocking since I was told by the employee that it was covered. Had he said that the repair was not covered and told me the cost of the repair, I would have said no thank you, I dont need it replaced at this time. It was a small crack on the passenger side of the windshield that did not affect my vision.Either the employee is being dishonest or he and the company are running a scam to get business and then bill unsuspecting customers. I find this approach to business reprehensible. I am also filing a complaint with *************************************** and the ********************************. I want the amount due of $466.93 erased from my account.Invoice date: 11/18/2025 Amount Due: $466.93 Invoice: 00756776657_M

  

  Business Response

  Date: 04/10/2025

  Hello,

  I'm so sorry about this issue with your service! I will be following up on BBB ID#-******** so we may reach a resolution. I reached out to the *** department about the billing that you are referencing in this BBB complaint. The *** department stated there was no comprehensive coverage associated with this policy. Because there was no comprehensive coverage associated with this policy the insurance company denied payment. If you do believe there was comprehensive coverage and that this service should have been covered under your policy, please have your insurance company contact our *** department so we can have the situation rectified. If this is incorrect and there is comprehensive coverage, then the insurance would cover the service. However, as of now the insurance company is refusing payment due to lack of coverage.  Please contact your insurance company and have them contact us so we may have this situation rectified.
  
  Sincerely, 
  ******* ********

  Customer Answer

  Date: 04/14/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23182210
  
  I am rejecting this response because: They did not respond to the fact that I was told "everything is covered" when I brought my car in to have it repaired.  Had they billed me up front as they said they would do, I would NOT have had the repair made by them.  They lied to my face when I came in and then two months later try to bill me.  This is a scam on their part to lie to the customer and then bill them later.

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

  

  Business Response

  Date: 04/15/2025

  Hello *** ******, 

  We apologize about the frustration with this coverage. Per the verified coverage at the time of claim establishment, the information provided was per the information received from insurance. Further discussion will need to be with insurance as to the potential coverage of costs. Please contact your insurance company to discuss this issue with coverage. 

  Sincerely, 

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

  Customer Answer

  Date: 04/16/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23182210
  
  I am rejecting this response because: They have not addressed the complaint.  They said they would collect the amount due when I brought the car in but instead told me everything was covered.  Then two months later billed me.  They should not lead people to believe that something is covered and then later bill them.
  
  Regards,
  
  **** ******

  

  Business Response

  Date: 04/17/2025

  Hello, 

  This is the information that was provided to us by the insurance company. This was initially billed to insurance; however, the insurance has declined to pay for the service. I have provided the invoice that we did bill the insurance company for the appropriate amount, and the zero-dollar deductible that was verified by the insurance company. Please call ******************* to discuss why they declined payment. If this payment being declined was an internal mistake via ********** they should be able to discuss payment for this glass replacement. Once the cause of the payment issues has been determined our *** department can assist with having the billing issue rectified (ICA) ************ Opt 1- Opt 3. Hopefully this helps! 

  Sincerely, 

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

  Customer Answer

  Date: 04/17/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23182210
  
  I am rejecting this response because: They continue to give the same information that does not address my complaint.  Read my complaint again.l
  
  Regards,
  
  **** ******

  

  Business Response

  Date: 04/21/2025

  Hello Sir, 

  Have you called your insurance? There is not much we can do if the insurance denies coverage. Please reach out to your insurance company to determine the cause. Thank you

• Initial Complaint

  Date:04/09/2025

  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 purchased a contract through Ultimate Titanium Plus ***************************************************************************************** ************, ** on 1/4/2020. I had 2 nicks (small) on my front windshield. I had taken in my car into Landrover in *************. My very nice advisor asked me if I wanted the nicks repaired and I said yes. He tried to get the company out that they use but Ultimate wanted Safelite AutoGlass to come out and do the repairs. Safelite Auto came out and cracked my windshield straight across. They told me this happens when they try to repair a small ******** the manager) and I did not have included on my contract number DA10652418, that if the glass was cracked by them that they would replace the windshield. I explained to them that I did not call them out my service man called them and their guy totally cracked my windshield. The guy was very rude. My daughter called and spoke to Giovani who said they would look into this and never called back. I know Safelite Auto Glass has garage insurance policies or ******************* policies when their driver is sent out to a job. I was given a number of ************, which I called and some buy answered the phone and told me that Safelite Autoglass sends out people from ****** to repair in *************. **********************************. Safelite refuses to help me and has hung up on my advisor several times when he called them about this situation. I am very upset as I would not have to get my WHOLE front Windshield replaced if this person would not have cracked it.

  

  Business Response

  Date: 04/10/2025

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

• Initial Complaint

  Date:04/08/2025

  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.

  Safelite has a Nationwide lifetime warranty which states on their web site "Safelites nationwide lifetime warranty covers its glass replacement service against defects in material and/or workmanship for as long as you own or lease the vehicle. To qualify You must notify us within 30 days of discovering the defect. We are not responsible for any damage that results from your delay in notifying us within 30 days of discovering the defect."Notification was submitted to Safelite by January of a crack on the windshield caused by severe cold weather. The crack occurred while the vehicle was not in use, parked in a driveway away from the road. Picture was submitted with my request for a replacement service appointment. Upon service appointment arrival, I see the agent sent to my home to complete the order is the same agent that replaced my windshield in March of 2023. He stated the damage is not covered by the warranty, and stated there was an impact point. There was no impact point as the crack starts at the base of the glass, which seems to have cracked when weather temp was below zero. Escalation was then submitted to Safelite with no call back or resolution. I'm requesting a thorough 3rd party inspector if possible, and a replacement of the damaged windshield. I'm also requesting a different agent to complete this request of possible, other than **** from the ******* PA location.

  

  Business Response

  Date: 04/10/2025

  Hello and Good afternoon!
  

  We greatly apologize about this and that you are having issues with the glass that was replaced by safelite. Through reading the complaint you have had a warranty appointment with the one of the safelite shops and the warranty did not work out and you were told it was new damage. We sincerely apologize about this and want to help provide assistance. Due to this and you feel this is not correct. We have setup warranty for 4/11 with a different shop location to have them look over and access this crack. If they do determine that this is an Stress crack they will replace with no cost through warranty. If they do find new damage and not a stress crack it will be a new claim/work order. We appreciate you reaching out and will check in on the appointment to see what we can figure out. If you have any questions or concerns we can be reached here or ************.

   

  Thanks,

  Devonta

  Customer Answer

  Date: 04/17/2025

  BBB called the consumer using an automated calling system.  The consumer replied with a text message  with the number 1 indicating that their complaint was resolved and could be closed - see below for details:

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

  *****, **** 23179788

  Safelite Auto Glass, Inc.

  Apr 17, 2025 11:45 AM

  
  

• Initial Complaint

  Date:04/08/2025

  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.

  I would like for them to stop trying to charge me for something I already paid for. On top of that they damaged my radio and it did not work correctly I had to pay to get it fixed because they would not take care of it or return my calls. They also deleted the transaction after I made a complaint to the tech that he damaged my radio. They then created a new one and are trying to charge me for a second time. They never fixed my damaged radio on top of that.

  

  Business Response

  Date: 04/08/2025

  Good afternoon,
  
  
  I hope this email finds you well, per our phone conversation earlier I will be taking a look into the BBB submission and helping to resolve as soon as possible. I am truly sorry to hear of your experience thus far! I tried to reach the shop directly via phone after we had initially spoken and I was not able to get through; however, I did send an email to the Store Manager, the Assistant Store Manager, as well as the District Manager to get some more visibility and for quicker resolution. I will reach out with updates as I receive them, in the meantime if you have any 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-7pm EST. 
  
  
  Thank you for reaching out to Safelite Autoglass,
  ****** ****

• Initial Complaint

  Date:04/08/2025

  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.

  On March 22, 2025, I visited the Safelite location in ************, *******, to have my windshield inspected and repaired, believing there was a crack. A technician came out, briefly examined the windshield, and stated that it appeared to have been sprayed with rocks but was not cracked. He said there was nothing to repair or replace, so my claim was canceled.However, upon returning home to *********, **************, I noticed a large crack in the windshieldone that now requires a full replacement. Had the technician at the ************ location taken the time to thoroughly inspect the glass, this crack could likely have been addressed with a repair, avoiding the need for a replacement.I do not believe I should be financially responsible for a full windshield replacement when this issue could have been resolved earlier with proper attention and service.Since then, I have made multiple attempts to resolve this matter:I contacted the ************ location directly.I reached out to Safelite Customer Care.I visited a ********* location, where I was advised to contact corporate.I have called several times and have been repeatedly told a manager would return my ******* of today, it has been over two weeks, and I have yet to receive any follow-up or resolution.

  

  Business Response

  Date: 04/09/2025

  Hello, 
  
  I'm so sorry about this issue with your vehicle! I will be following up on BBB ID#-******** so we may reach a resolution. I am reaching out to the **************** and the ************************* Team regarding this repair issue with the vehicle that you are referencing in this BBB complaint. I have informed them of the issue with your repair and asked for an update so we may discuss next steps. I should receive a response in 1-2 business days regarding this issue so I may further assist. Once I receive an update on the situation, I will email you with the next steps. In the meantime, please let me know if you have any other questions. Thank you!  
  
  Sincerely, 
  ******* ********

• Initial Complaint

  Date:04/08/2025

  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.

  On Wednesday, April 2, my back glass shattered. That night, I filed a claim through my insurance for Safelite to ***air the glass. They came out Thursday and fixed itbut when I got in the car, the new glass was clearly defective. There was a huge distortion throughout the whole glass and a blurry spot about 3-4 inches wide at the top that made driving incredibly distracting and unsafe.I called Thursday nightof course, they were closedso I called first thing Friday morning. A *** filed a warranty claim and told me a tech would come out Monday, April 7, to fix it. I received an email at 9:10 AM saying a technician named ******* would be out between 12 PM and 6 ***** 10:58 AM, ******* called and told me he had no idea why he got the ticket because he was nearly an hour away in ****************, and my location was in *********, **. I expressed to him that I was actually at work, in *********** with my vehicle. He then made up some nonsense about not being able to remove the glass unless it had been five days because of the glue. **** if the glass is being REPLACED, what does glue drying even have to do with it?I told him I needed it fixed that dayits their fault the glass is messed up. He said hed call his supervisor and get back to me. I didnt hear from him again until 3:12 PM with the same excuse. I reiterated that I needed the glass ***laced THAT DAY. He claimed to understand.Then, at 5:51 PM, ******* called back to say he wasnt coming. I asked to speak to a supervisorhe gave me a number that didnt even work. I had to call customer service myself. They contacted *******, who then LIED and said he got my assignment mid-shift, even though I received an email at 9:10 AMCLEARLY the start of his shift.He never intended to show up. He just didnt feel like doing the job. The whole glue excuse was a lazy cover. The customer service *** said hed escalate and request a refund. I dont want an apology. I want my money back. FULL STOP.

  

  Business Response

  Date: 04/08/2025

  Hello Asianee Chopin, 
  
  Please accept my sincerest apologies for this poor experience you've had with us. Per our conversation we are addressing concerns of technician not showing up for a scheduled mobile service warranty appointment. We have escalated this to the management team in the shop. Per our conference call with the shop, they are working to get a technician out as soon as possible to replace the blurred back glass and will contact you to confirm the date/time. Please reach out to me directly at ************** or reply to this email going forward as correspondence.
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 04/08/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23175165
  
  I am rejecting this response because: The issue was not resolved. They continued to give me the run around about when a technician would be able to come out. On yesterday, the technician said that someone would have to come today. Today, they are saying tomorrow! At this point, Im going to be filing a claim with small claims court via my attorney. 
  
  Regards,
  
  Asianee ******

  

  Business Response

  Date: 04/10/2025

  Good afternoon, 

  Per the conference call with shop management, concerns about the missed appointment were addressed. The management team in the shop were unable to have a mobile service on April 8, 2025, as requested. However they were able to schedule the mobile service for, April 9, 2025. This appointment was declined. Due to the mention of legal action please refer further correspondence to ******************************** for further assistance. 

  Thank you, 
  ****** Dennis 

  Customer Answer

  Date: 04/10/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23175165
  
  I am rejecting this response because: 
  
  I have reached out to an attorney to have this matter seen before a judge in small claims court, therefore, there will be no satisfactory outcome until the judges decision has been made.
  
  Regards,
  
  Asianee ******

  

  Business Response

  Date: 04/10/2025

  Good afternoon, 
  

  Per the conference call with shop management, concerns about the missed appointment were addressed. The management team in the shop were unable to have a mobile service on April 8, 2025, as requested. However they were able to schedule the mobile service for, April 9, 2025. This appointment was declined. Due to the legal action taken please refer all future correspondence to **********************************************************. 
  

  Thank you, 
  ****** Dennis 

  Customer Answer

  Date: 04/11/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23175165
  
  I am rejecting this response because: 

  The business pushed the date of repair back multiple times, therefore, I am taking legal action!
  
  Regards,
  
  Asianee Chopin

  

  Business Response

  Date: 04/15/2025

  Good afternoon, 
  
  Per the conference call with shop management, concerns about the missed appointment were addressed. The management team in the shop were unable to have a mobile service on April 8, 2025, as requested. However they were able to schedule the mobile service for, April 9, 2025. This appointment was declined. Due to the legal action taken please refer all future correspondence to **********************************************************. 
  
  Thank you, 
  ****** Dennis 

  Customer Answer

  Date: 04/16/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23175165
  
  I am rejecting this response because: The business pushed the date of repair back multiple times, therefore, I am taking legal action!
  
  Regards,
  
  Asianee ******

  

  Business Response

  Date: 04/17/2025

  Good afternoon, 
  
  Per the conference call with shop management, concerns about the missed appointment were addressed. The management team in the shop were unable to have a mobile service on April 8, 2025, as requested. However they were able to schedule the mobile service for, April 9, 2025. This appointment was declined. Due to the legal action taken please refer all future correspondence to **********************************************************. 
  
  Thank you, 
  ****** Dennis 

  Customer Answer

  Date: 04/17/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23175165
  
  I am rejecting this response because: The business pushed the date of repair back multiple times, therefore, I am taking legal action!
  
  Regards,
  
  Asianee ******

  

  Business Response

  Date: 04/17/2025

  Good afternoon, 

  Due to the legal action taken, further correspondence will need to be directed to **********************************************************. 

  Thank you,

  ****** Dennis 

• Initial Complaint

  Date:04/08/2025

  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 had the windshield of my vehicle replaced on October 12, 2024. Since around that time the climate control (heat and AC) have not functioned properly. I did not realize that there are sensors in the mirror and windshield . I had my local mechanic look at the vehicle and he could not provide a solution. On April 05, 2025 I took the vehicle to the dealer and they located the problem. The fee to diagnose the problem was $200 and additonal money to fix the problem. When the windshield was replaced, one of the terminals on the mirror - which contains the climate control sensors - was damaged and had to be replaced. I second connector had urethane in it which needed to be cleaned out so that it would function properly. I am looking to be reimbursed for the dealer repair.

  

  Business Response

  Date: 04/09/2025

  Hello and Good afternoon!
  
  I am reaching out as I have read your complaint. We greatly apologize about this and will be looking into this to see what we can do to help provide a resolution regarding you seeking reimbursement for a warranty issue fixed with the dealership. I did call you today and we spoke briefly abut this and that I would working with the management team on resolution. It has been advised that the issue should have been looked at by safelite first before it was fixed with the dealer.  Due to this it will take some more time to find resolve but we will ensure we provide it as soon as possible! If you have any questions or concerns we can be reached here or ************. Once we have any updates we will be more than happy to reach out and provide.
  
  Thanks so much!
  
  Devonta

  Customer Answer

  Date: 04/16/2025

  The business did reach out to me and advised they were looking into the matter.  They have not contacted me to date with a resolution.  This matter should not be closed as they have not addressed anything

  Customer Answer

  Date: 04/17/2025

  I am not sure what response you were looking for?  The message from the business states that they are looking into the matter.   That is the only information I received from the business.   This matter has not been resolved and they have made no effort to correct the problem.  Please leave the complaint open or actual contact the business for a resolution.

   

  EJS

  Customer Answer

  Date: 04/28/2025

  ****** ************<***********************>	Sat, Apr 26, 8:39 AM (2 days ago)
  to**********************************************************************************************

  I have attempted to reach out to the BBB regarding this complaint.   The complaint has not been resolved.  This business did reach out to me and said they would be looking into the matter.  That is all they have done    I have not heard back from them regarding a resolution.   They called once and then completely disregarded the matter.   I am requesting that this complaint be reopened by the BBB, it should have never been closed.

  
  

  Please advised

  
  

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

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

  ---

  From: Better Business Bureau <********************************************************************************************************************************************************************************************>
  Sent: Wednesday, April 16, 2*** 11:28 AM
  To: ******************************************************************************************************* <*******************************************************************************************************>
  Subject: You have a new message from the BBB of ************ in regards to your complaint #********.

   

  Better Business Bureau BBB PROVIDES A SERVICE THAT MARKETS TRUST IN YOUR BUSINESS&BRAND Company:Safelite Auto Glass, Inc. Consumer:************, ****** This e-mail is to notify you that you currently have a new message with BBB in regards to complaint #********. Please click on the link below to access BBB's *************************** System to read this message. Go to:*******************************************respond/ Enter Code:757760111673D This is a post-only mailing. Replies to this message are not monitored or answered. If you have any further questions or concerns, please do not hesitate to contact us at *************. BBB of ****************************** ***************************************************************************** Please be sure to monitor your spam/junk/promotional folders for any future communications from BBB.

  

  Business Response

  Date: 04/29/2025

  Hello and Good afternoon!

  We greatly apologize about this and that you have no update to this matter. After further review it has been agreed that you will be issue a refund for this matter for the amount of $379.00. We are working on getting this refund out to you as soon as possible. In order for the refund to be issued, we have attached a release for that would need to be signed and returned in order to issue refund. Once it is returned and as well you can provide a good address to issue check we will issue out the refund. Once issued it will take 7-14 business days. We appreciate your understanding look forward to release returned.

  Thanks so much!

  Devonta

  Customer Answer

  Date: 04/29/2025

  where should I send the release?

  Customer Answer

  Date: 05/03/2025

  [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:04/07/2025

  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.

  On 3/21/2025, I had my windshield replaced due to a crack. After about 2 1/2 hours, It was nearing the end of the day and they advised me that the windshield was changed however I'd have to come back for the calibration. I came back the following week for the calibration, everything seemed ok, minus the windshield having a hardly visible slight blur in the middle. I went to wash my vehicle last week Thursday (4/3) and noticed a small crack, which is what I thought was a smashed bug with wings spread. How can the integrity of the glass be that bad? I have never had issues with windshields like this, and yes the original was surely factory but how can a windshield have a crack after a few weeks? I didn't notice anything hit the windshield, and surely would have heard something. Was it the pressure from the hose when I washed my car, who knows? I do have an appointment tomorrow for "Warranty Repair" however after reading horror stories online, I presume that fault will be placed on myself. It is highly inevitable that my insurance company will also not want to replace/ fix a windshield that had just been repaired less than two weeks prior. How can we fix this issue?

  

  Business Response

  Date: 04/07/2025

  Hello ******* ********,
  
  Thank you for contacting our office. Im sorry to hear about your glass damage. Our National Lifetime Warranty covers manufacturing defects and workmanship for as long as you own or lease the vehicle. It does not cover new damage caused by objects hitting the windshield. Please contact us by email or by phone at ************ if you need assistance with your scheduled warranty inspection appointment.
  
  Thank you,

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

• Initial Complaint

  Date:04/05/2025

  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.

  Subject: Request for Update on Glass Claim 2024 ************* GLS450 Dear Safelite Autoglass Representative (************, **),On March 18, 2025, a glass claim was filed with State Farm Insurance to repair the *** windshield on my 2024 ************* GLS450. An appointment was scheduled with Safelite Autoglass for April 2, 2025, but it was cancelled on April 1, 2025.While I understand that sourcing this type of glass may take time, there has been no communication or status update since the cancellation. Additionally, the Safelite Autoglass location in ************, ** has not responded to my inquiries or provided any information regarding the claim.If I do not receive a response or update soon, I will be left with no choice but to file a formal complaint with the State of Florida and other relevant licensing agencies.I am simply requesting timely and transparent communication, especially considering this claim is being paid for by State Farm.Thank you for your prompt attention to this matter.Sincerely,*** *********

  

  Business Response

  Date: 04/07/2025

  Good Afternoon,
  
  I am one of the ************* Agents that has been assigned to your case. I have reviewed the complaint and work order, and escalated this to our management team for further assistance. They have advised that the necessary windshield is on order for your vehicle. It is estimated to arrive in the next 2-4 business days, and the shop will contact you once received to schedule your for the service. I do apologize for the lack of communication and updates. I have also requested the shop to contact you today to further discuss this concern, and provide any additional information they may have. I will continue to monitor this case to ensure we get you scheduled as soon as possible. Please let me know if there may be anything further we can assist you with. Feel free to reply directly to this email, or give us a call in the ************* department t ************. We are available Monday - Friday from 8AM - 7PM Eastern time. Thank you and have a great day!
  
  Dakota G
  ************* Representative

• Initial Complaint

  Date:04/05/2025

  Type:Delivery 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.

  4/4/2025 - 4/7/2025 (Date of scheduled appointment)I entered in a claim for a windshield replacement and called Safelite through the phone. Was supposed to have a windshield replacement with safety calibration to 2024 Tucson Hybrid. Appointment was not scheduled due to a glitch in their system. No new quote offered. State Farm glass service was available on weekends to confirm claim. No attempt made to reschedule appointment same day. Now at safety risk until 4/7/25 with car. No attempt at adjustment in price only an offer to replace front windshield wipers for free.

  

  Business Response

  Date: 04/07/2025

  Hello and Good afternoon!

  I am reaching out as I greatly apologize abut this and that the appointment had to be delayed until today. I have looked over the matter and have contacted you as well to help provide resolution. It has been determined that the appointment was not done on 4/5 due to the deductible and insurance information not being verified. If this information isn't the shop can not provide service if it is an insurance order until that is done. I am happy that the work was completed today and you were able to get the glass replaced. Due to the inconvenience I offered a $75 goodwill which was agreed to. I have setup payment to be issued to the address on file ***************************************************************************. You can expect refund within 7-14 business days. We appreciate you reaching out and if you need anymore assistance we can be reached here or ************.

   

  Thanks so much!

  Devonta

  Customer Answer

  Date: 04/07/2025

  Address Needs proper spelling --> *********************************************************************************

  Customer Answer

  Date: 04/07/2025

  Reconfirming address as ******************************************* before closing complaint