Complaints

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

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• 

  Safelite Auto Glass, Inc.

  7400 Safelite Way Columbus, OH 43235-5086

  
• 

  Safelite Auto Glass, Inc.

  PO Box 182277 Columbus, OH 43218-2277

  
• 

  Safelite Auto Glass, Inc.

  2435 Billingsley Rd Columbus, OH 43235-1925

  
• 

  Safelite Auto Glass, Inc.

  760 Dearborn Park Ln Columbus, OH 43085-5703

  
• 

  Safelite Auto Glass, Inc.

  4403 Executive Pkwy Westerville, OH 43081-3850

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/26/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/12/23 i booked an appointment with safelite in Hampton VA, to get my car's broken windshield replaced ,the technician came in a timely manner everything was fine, the day after the replacement my wife noticed distortion all across the bottom of Windshield,i immediately contacted safelite and spoke with the manager and he told me that if i wanted the Windshield replaced one more time more than likely they will install the same brand and almost a 100% he said would have the same defect, he also mentioned that he installed a new windshield in his own car and have the same defect. He suggested to call my insurance company and let them know about the issue hoping they will authorize an OEM glass, i did contacted my insurance company and basically they been giving me the run around like safelite,then after that i contacted safelite several times at the store and customer service too and nothing has happened it's been more than a month and i'm still driving my car with a defective Windshield, i'm NOT asking safelite do me a FAVOR here,i'm sking them to honor the warranty and install a glass th at is not defective and safe fro driving,but they IGNORED me so far i know they can get my insurance company to pay for the OEM or get a different brand glass. NOTE: The $300 was paid as a deductible because my insurance company has a windshield replacement program.

  

  Business Response

  Date: 10/27/2023

  Hello,

  We are very sorry for the experience the consumer has had with us. According to our records, we have been working with your insurance company directly to get OEM approved and ordered for you vehicle and according to your insurance it was approved. Please let us know how we can assist further and if anything in addition is needed for the OEM request.
  
  Sincerely,
  *****
  
  

  Customer Answer

  Date: 10/30/2023

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

• Initial Complaint

  Date:10/23/2023

  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.

  April 29th of this year, 2023, I had an appointment for Safelite to come to my home to replace a damaged windshield. The windshield was replaced and taped. During the process the side windshield molding was removed along with the inner door molding. The outside molding was put on in June of 2023, but the inner door molding was not. It took several calls and appointments to get the outside molding finally installed. The inner molding has taken many calls and appointments where the technician has brought the wrong parts.

  

  Business Response

  Date: 10/24/2023

  Hello,

  We are very sorry for the experience the consumer has had with us. We apologize for the delay in taking care of the molding issues. Since reviewing the complaint, I have escalated this issue to upper-level management and asked that they reach out to the consumer right away. Please reach out via phone at ###-###-#### or email directly if you have further questions.

  Sincerely, ******

  Customer Answer

  Date: 11/06/2023

  Once again the wrong part was ordered after I was ensured they got it right this time. This makes the 5th time that Safelite has come to my house with either no part or the wrong part. I’ve heard that they will get the part right many times, and yet still no part and still not resolved. I am demanding my money back as this is inexcusable at this point. 
  

  

  Business Response

  Date: 11/21/2023

  Hello, 

  This was resolved per the Store manager -To:****** ******
  Tue 11/7/2023 1:11 PM
  I will see what I can do about getting her refunded. I honestly think the best plan of action is for her to take the car to Mini herself and have the trim replaced by Mini. If she were to send me an estimate from them I can Either approve or reject the estimate. As long as it is in line with what needs to be repaired, I will approve it.
  
  If this is approved I will start the process of getting her a refund. Thank you.
  
  ?
  **** *****  |  Store Manager
   
  
  

  Customer Answer

  Date: 11/29/2023

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

• Initial Complaint

  Date:10/23/2023

  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.

  My vehicle was serviced by Safelite 10/28/2022 via State Farm Claim (***********). The glass was replaced and mounted vehicle camera required proper calibration and correct alignment at the time. On 09/29/2023 multiple warning lights came on vehicle, and they would not go out. On 09/30/2023, I took my vehicle to Nissan South to determine the issue with said vehicle. It was explained to me that the camera wasn't properly installed back into the vehicle windshield. The camera alignment was off which could have resulting in the malfunction of its operation over time. It was explained to me that the vehicle calibration numbers may have been set, but if the alignment was incorrect it would result in the malfunction of its operation over time. Nissan attempted to recalibrate the unit, but it would not take a recalibration. The end result is that the entire system would need replacing. The cost for the camera replacement is a total cost of $1972.00 and if a new windshield plus moulding is needed that would be additional cost of $2362.75. I emailed Safelite Customer Care on 10/01/2023 and called Safelite Customer Care on 10/04/2023 and advised them of the issue (same as what’s stated here). I was advised to return the vehicle to location where the work was done. On 10/05/2023 I arrived at the Union City location at 1315 hrs. and my vehicle was taken back to their work area to see if it could be recalibrated. After two hours it was determined it could not be, and the technician determined that my camera was defective, and it must have been since their machine was able to calibrate it on 10/28/2023. Ms. K. Brown ([email protected]) forward my issue over to her manager and his conclusion was since it was working when it left their shop, therefore it’s not their fault and they bear no responsibility. It appears the guarantee. satisfactory work they advertised isn’t so.

  

  Business Response

  Date: 10/30/2023

  Hello,

  
  We greatly  apologize for this matter and the delayed response but we wanted to make sure that I did my due diligence in researching and speaking with the upper management team on this issue. After escalating the matter and speaking with upper management team The warranty for the recalibration as stated on the back of the brochure does cover the recalibration for 1 year, however that warranty was broken by the customer when the vehicle was taken to Nissan before returning to safelite. The scans show that when the safelite shop returned the customers vehicle back , there were 0 codes present around the safety system. As well if there were any issues, it show after service as it wouldnt take a year to get miss aligned. If more information can be provided we would be more than happy to assist with this matter but at this time we are not able to help with the camera issue. If you would like we can be reached here or at 1800-638-8958.

   

  Thanks,

  *******
  

  Customer Answer

  Date: 11/10/2023

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

  I reject Safelite reason for now saying, I took my vehicle to Nissan first before returning to Safelite.  As I stated in my attached document, I took my vehicle to Nissan because my warning lights wouldn’t go out. I had NO idea there was an issue with my camera system. Also a year hadn’t expired from Safelite service date. Here Safelite and its upper management iare reaching for something to say, I didn’t do incorrect. My action was normal based on what was known to me at the time. As I have said, SAFELITE refused to take responsibility for their workmanship and fail to acknowledge that it’s more than just hooking a vehicle to a machine and calibrating it. My previous attachment explains what, I have be saying all along. Safelite may be ok with installing windshield, but anything else is questionable.

  

  Business Response

  Date: 11/13/2023

  Hello,

   

  We greatly apologize about this and want to see what more can be done to help with this matter . If you could please send us anything that can show this was related to the install of the glass from safelite such as any diagnostics from the dealer that you can provide to us to further review. Once we receive the documents we will get them the higher up management team for further review.

   

  Thanks,

  *******

  Customer Answer

  Date: 11/17/2023

  I am rejecting this response because:  On the day, I returned to Safelite for Safelite to examine the problem.  I provided the documentation to the tech and the female assistant manager (whom I had corresponded with via email) the documentation from Nissan. I also included the same documentation in my filing with BBB. Your technician advised me in writing that he was unable to recalibrate my vehicle camera system because he claimed it was defective. Which I found to be unfounded. Safelite refuse to accept the possibility that the work done in October 2022 was poorly done. That their tech didn't align the vehicle camera system properly that resulted in the system malfunction over time.  So, I do reject Safelite words, statements and/or reason they have been providing in the responses regarding this complaint filing.  

  

  Business Response

  Date: 11/17/2023

  I attached the email chain regarding this case that the store sent over, they are stating that there is nothing that we are responsible for in this case and we have advised this to the customer. 

• Initial Complaint

  Date:10/17/2023

  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 August 25th 2023 I took my car to Safelite Auto to have the glass repaired after repair technician told me not to wash the car for 24 hours. After 48 hours I attempted to watch the car on the fine glue adhesive on the hood of my car and several different places it was gray and black. I contacted Safelite and took the car back to the office where the repairs were done and was told they don't use adhesive or glue but in the showroom there's a picture of a technician holding a gun caulking gun putting adhesive or glue on the windshield. Afterwards the claim was initiated with Safelite and I spoke with somebody ****** ****** and was told she was waiting on assessment from the investigation upon which I received a letter stating that they claim that there was a pre-existing damage and would therefore not be doing anything else with the claim denying. several days prior to that I spoke with a manager at safelight again and was told that it looked like tree sat and therefore they would be doing nothing more to do anything with it so I spoke with ***** or is actually paying for the repair and we also had a guy named Adam on the phone from Safelite at the same time Adam was very rude at the time and the lady from ***** was so shocked she said was unbelievable how he acted so apparently this is not going to get anywhere some resolved anytime soon and it's a shame that this is a way this business is act these days when they do this down the damage and they don't want to fix it thank you for your time have a nice day.

  

  Business Response

  Date: 10/17/2023

  Hello,

  We are very sorry for the experience the consumer has had with us. We are happy to investigate the damage further and try our best to resolve this. Since reviewing the complaint, I have escalated this issue to upper-level management and asked that they reach out to the consumer right away. Please reach out via phone at ###-###-#### or email directly if you have further questions.
  
  Sincerely,
  *****
  

  
  

  

  Business Response

  Date: 10/30/2023

  Hello, 

  We reached out to management in the shop to escalate this and also called the customer and left a detailed message on 10/17. There have been no updates since this date. 

  Thanks

  Angela 

• Initial Complaint

  Date:10/14/2023

  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.

  Horrible experience- I had to come in 3 different times to the inwood location in Dallas. First time the replacement windshield was damaged and no one bothered to tell me about it until I got there and had already taken the day off work. The second time the windshield was replaced incorrectly and couldn’t be calibrated. The third time it was replaced and calibrated but the balance is $700 over what I was told. Now I can’t get the price I was originally told and I’m having to fight with them about that. On top of all that everyone at that location is incredibly rude. This has been a horrible experience and I just want to be done with it. I want to pay the price I was told before I ever brought my car to y’all and be DONE!!!!!!!

  

  Business Response

  Date: 10/17/2023

  Hello,

  Please accept my sincerest apologies for this poor experience. I am one of the Customer Care Agents that was assigned to your case. Since reviewing your complaint, I did give you a call and left a voicemail. I would be more than happy to assist you in getting this rectified. In the meantime, I will be escalating this issue to upper-level management to help us assist in this matter regarding the bad customer service and issues that happened during your appointments. Please reach out via phone ###-###-#### or email directly if you have any questions or concerns as we would be more than happy to assist.

  Sincerely,

  *******

  

  Business Response

  Date: 10/25/2023

  Hello,

  We have escalated the matter to the higher management team and they have reached back out to us advise they have spoke with Mr. ****** regarding these matters and everything has been taken care of and he is happy with the end result, the safelite shop honored the original price and he authorized his card to be charged to close the ticket out. Mr. ****** has the manager *******'s personal phone number as well if he is needing any assistance as well we can be reached here at ###-###-#### as well. Thanks,

  *******

• Initial Complaint

  Date:10/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They called the morning of service to say my insurance had not covered the cost of my window replacement that was not true. Next the rep said he would be here by 2:30 that did not happen… no call me show so I called and spoke with the manager ******** ******** said she called me … my phone didn’t ring she said she sent a e mail about the cancellation that did not happen. When I asked for a reason she started driving did not answer this is the worst mess. I took off work to her this done, she asked like my tome wasn’t valued. This is horrible and an inconvenience for me.

  

  Business Response

  Date: 10/12/2023

  Hello,

  Please accept my sincerest apologies for this poor experience . I am one of the Customer Care Agents that was assigned to your case. Since reviewing your complaint about the inconvenience and cancelation of your appointment. I did give you a call and we spoke briefly on this matter. I would be more than happy to assist you in getting this rectified. In the meantime, I will be escalating this issue to upper-level management and have them look into this and reach out to you as soon as possible. Please reach out via phone ###-###-#### or email directly if you have any questions or concerns.

  Sincerely,

  *******

• Initial Complaint

  Date:10/11/2023

  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.

  10/11/23 Appt for window repair at Safelite store at 4708 Tulip Drive Virginia Beach VA 23455. Windshield had a small crack where rock hit window. Incident happened a month ago. Vehicle was returned to me with same crack it had when I bought it in for service. Spoke to manager about it. He was VERY RUDE AND STATED SHE (The cashier) did not have to tell me that the repair would look the same as I bought it in). The Manager was Rude to a customer earlier and Had the same attitude when dealing with my situation. I would like my windshield replaced to remove this crack so that I may be able to have a clear view when driving.

  

  Business Response

  Date: 10/11/2023

  Hello,

  We are very sorry for this experience you've had with us. I am one of the Customer Care Agents that was assigned to your case. Since reviewing your complaint, I did call you and we spoke briefly on the matter. I will be escalating this issue to upper-level management and ask that they reach out to you right away regarding the matter with the repair that was done with the safelite shop.  Please reach out via phone ###-###-#### or email directly if you have further questions as we would be more than happy to help.

  Sincerely,

  *******

• Initial Complaint

  Date:10/11/2023

  Type:Customer Service 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 with Safelite. Ive been back there 10 times i keep having water come into the car. They keep telling me all these things of what it is. I have something from a machine saying the windshield needs to come out. I have a video of the water coming into my car. My car now is having issues with al water coming in. Radio changes by its self my heat comes in and out .I’m looking for money back for parts i have fixed. I’m also looking for all water damage to be fixed 100%. I’m not taking a loss on how much i have already paid for my car.

  

  Business Response

  Date: 10/12/2023

  Hello,
  Please accept my sincerest apologies for this poor experience . I am one of the Customer Care Agents that was assigned to your case. Since reviewing your complaint, I did give you a call and we spoke briefly. I would be more than happy to assist you in getting this rectified and the electrical damages fixed for you. In the meantime, I will be escalating this issue to upper-level management. Please reach out via phone ###-###-#### or email directly if you have any questions or concerns.
  
  Sincerely,
  
  *******

  Customer Answer

  Date: 10/12/2023

  When I went there today they told me I have to figure out the damage! How is this my fault when I’ve been back to you 13 times now? I sent videos of the leaking water. I’ve lost time from work o changed my children’s doctor appointments I’ve missed things for their school to keep going to you. I believe you should find a shop for me to take my jeep and get me a loaner car.
  
  

  Customer Answer

  Date: 10/23/2023

  I have already gave your manager at that location copies of the parts I have fixed! Why do you need it again? Also he told me I would get a loaner car so my jeep can get to a mechanic to figure out how much water damage there is, but nobody has gotten a hold of me to set this up! I’m not going to be playing this game either we come to some kind of agreement or I’m going to have to seek other options to go after you! This has gone on for long enough. This has been a 10 month fight with me being called a liar, and now your other shop found the leak but these guys current! So this is your responsibility to get fixed.
  

  

  Business Response

  Date: 10/24/2023

  Hello,

  We greatly apologize about this matter and as well the confusion on this matter as few of our representatives were trying to help as well. I have escalated the matter to ***** at the safelite shop and he has advised he has agreed to this matter he is advised he is waiting for the confirmation on when the work will be done that was he can ensure a rental car is setup for you to have the work done. If you need any assistance further on the matter we would be more than happy to assist and can be reached here or at ###-###-####.

  Thanks,

  *******

• Initial Complaint

  Date:10/10/2023

  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.

  Got my windshield replaced & the worker decided to move forward with the process while it was pouring down which you can see in the photo is highly neglectful. My hood was open & everything. I reached out because my interior was soaked & I needed to get a detail so that my car wouldn’t mold/mildew. I spoke to *******? ******, the Assistant Store Manager, & on 9/18/23 we had a phone call & she agreed to refund me for the detail. Several businesses days later, on 9/23, I followed up again & she mentioned that it would take a few days to process plus 5-7 business days. We are now 16 business days later & there is no check & no response. All I want is what they said they will provide to rectify the situation. Refund of the detail, $190.03

  

  Business Response

  Date: 10/10/2023

  Hello,

  Please accept my sincerest apologies for this poor experience. I am one of the Customer Care Agents that was assigned to your case. Since reviewing your complaint, I did give you a call and we did speak briefly regarding the matter of the water damage and inquires on the step of getting the matter resolved/reimbursement agreed by safelite shop. I would be more than happy to help with getting this matter rectified for you.  I will be escalating this matter to higher up management team to have them contact you regarding this matter. If you have any questions or concerns we would be more than happy to assist and can be reached here or at ###-###-####.

   

  Thanks,

  Devonta

  Customer Answer

  Date: 10/11/2023

  I have spoken with a few different people up to this point & the last time someone said that the situation would be rectified, I no longer heard from them. 

  I accept your kindness, but until there is a message here confirming the reimbursement (with tracking information or something if it must be a check) that was agreed to by Safelite on 9/18/2023, I am not comfortable with closing this case. It would probably be quicker to refund me the funds out of the service payment.

  We spoke today around 9am CST & I was told that upper management would reach out again. I look forward to hearing from them.

  

  Business Response

  Date: 10/13/2023

  Hello,

   I do apologize about this as we have escalated the matter to the higher management team which they have concluded the investigation . We have setup a check to be overnighted to you to the address **** ******** **** DR **** *******, TX 77082 for the amount of $190.03. IF you have any questions or concerns we can be reached here or at 1800-638-8958.

  Thanks,

  *******

  Customer Answer

  Date: 10/17/2023

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

• Initial Complaint

  Date:10/05/2023

  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.

  11/12/2022 Portsmouth safelite replace my windshield at my daughters home *** ******* ***. It was due to a rock hit hit. A female technician came out to repair it by putting some liquid on it I was working but then started spreading so she had to stop. The next day a young gentleman came out to replace the windshield. Upon inspecting it I had noticed the gathers in the rubber at the top and was answering questions if that’s how it’s supposed to be he said yes because it was not factory product. I had inspected the vehicle and did not see any other damage to my eyes. But driving back home to North Carolina I heard wind coming through and called Safelite customer care warranty and they schedule me to go to the Fayetteville shop. I only drive this vehicle on long trips so it’s park for months before I use it. They schedule me for December and in the day if my appointment after they finished the work it was pouring down rain so I could not inspect the work. So I drove it home and parked it. Upon my next travel which was August 2023, I cleaned it and notice the damage to frame where the windshield was put in and notice that the paint was taken off the frame down to the metal on the side and the top of where the windshield was place in and glue was left on the outside of the frame. I understand that’s it’s been a couple of months but when I notice I called the office from the last place that did the work. Now the problem I have is most time they let you inspect and since it was raining why did they not let me inspect inside the shop. But now no one want take accountability of the damage which is not a major damage or repair. The next problem is they know the damage was done and it’s damage that I could not do. One shop took pictures and the next shop did. My appointment was at 11 o’clock on December the 6, 2022. They showed me pictures after I went back to say I had damage but did not see a time for when the pictures was taken. 100% guarantee should be on damage

  

  Business Response

  Date: 10/06/2023

  Hello,

  We are sorry to hear this and would like to help further. Please return our call to ###-###-#### ore email us back we are wanting to set a warranty appointment for you.

  Thanks

  Angela 

  Customer Answer

  Date: 10/13/2023

  I am still getting the run around due to the time frame.  As I stated I don’t drive this vehicle on a regular it sits for months and the problem that I have is that they know they done the damages when they put the windshield in why not say we done damages to your car instead they wait for you to say something.  They keep saying this could have been done doing something else due to the time frame.  I could not put the glue on the car and I could not damage my car from putting a windshield in because that’s not my profession.  Why are people not honest and response for fixing the damages they done.  When they saw what they did it was just as easy to say we did some damage but we will fix it.

  So I don’t need a number back to customer service to get the same result I need to speak to corporate. And if you look at the pictures and hear the video I made after going to a place to have it repaired they did not even put the seal on correctly and it will be pointed out in the video.  The windshield is still not properly put in correctly.  If corporate will reach out to me my number is *******. I’m not upset I’m just disappointed that a business would damage your car and keep silently about it because it’s going to cost them money.  If it had not been raining that day I would have seen this and sorry it took me that long to noticed because that’s the day I was cleaning the car. But it should not have to take the customer to point out the damages that they done to the car when they know they did the damages.  Maybe the person would have lost their job is why they kept silent I don’t know. 

  

  Business Response

  Date: 10/17/2023

  To Whom It May Concern:
  Regarding the above referenced work order, we are in receipt of the Better Business Bureau Complaint
  regarding alleged damage to the vehicle in question. This letter is to serve as a denial of liability for the
  casualty loss claim. We have investigated the claim and have found there were pre-documented existing
  damage to your vehicle before starting any repairs to your vehicle. Please see photos enclosed. We are
  not taking responsibility for this loss. If any additional evidence or information can be presented, we will
  review it and respond appropriately. However, with the facts available now, we must regretfully deny
  liability for the damage. Please call with any questions you may have or if further information is
  necessary. Thank you for your cooperation in this matter.
  
  Sincerely,
  Safelite Customer care
  ###-###-#### 

  Thanks

  ****** 

  Customer Answer

  Date: 10/28/2023

  the pictures attached in the previous complaint show that glue was left on car when repaired and paint was taken off when services was done.  It was done by Satellite who replaced the class whether from Portsmouth, VA or Fayetteville, NC. None of that was there before the windshield was replace.  And that type of damage the person/company should be held accountable and not suggest a client say you damaged my car when they know they are at fault they should stand up to their part.  Yes the customer should only be concerned with the glass and think people would be honest about something that could possibly happen.  Being a standup business you know how these damages occurred. Be honest with your customers.  If my insurance covered my windshield your insurance should coverage the damage that your employees do.