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.

  200 Commerce St Manning, SC 29102

• 

  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

  

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:08/04/2023

  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.

  Scheduled windshield replacement. 1st apt - incorrect windshield (WS) 2nd apt - WS never received 3rd apt - WS was damaged, scratched and trim gouged with razor blade prior to delivery to customer 4th apt- WS installed. 5 days later it rained and found a leak. The leak allowed water all through the front headliner of car, down dash to the carpet and floor. Rescheduled again for following week to allow additional time for new WS to arrive since this one was leaking 5th apt - WS had not arrived. Couldn't guarantee when it would arrive. Requested master tech to come out and remove 'new' WS and attempt to reset. No guarantee it wouldn't break - Fine. It broke. Luckily he did the same WS earlier that morning with a small chip. Since mine broke on removal, it was replaced with the customers old WS while we waited for another. Better than it leaking into my car. 6th apt - Windshield still hadn't arrived and would be available next day. 7th apt - drove the car to Safelite in Fredericksburg for next install. Installed WS. Upon pickup, noticed a definite scratch/gouge in the glass. See pictures. Numerous rescheduling. Almost two months to this point. Over charged on 4th apt after three confirmation emails of a $250 deductible. After a week of waiting, finally processed refund completely but had to pay $250 to start warranty claim for the leak, prior to receiving the original refund. Manager (**) refuses to return phone calls. Have yet to talk to him personally. There is always an excuse as to his location or availability. Tons of fake promises. Continue to deliver damaged glass. Not reliable on arrival times of products. Belittling of customers and competency to solve a simple problem. I wouldn't recommend Safelite to anyone. I have emailed their corporate office and my insurance company regarding this calendar of events. Thank you kindly for your time in reading this claim.

  

  Business Response

  Date: 08/05/2023

  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 escalate this issue to upper-level management and ask that they reach out to you right away. Please reach out via phone 1-800-638-8958 or email directly if you have further questions. 
  
  Sincerely,
  ****** 

  Customer Answer

  Date: 08/07/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20422077
  
  I am rejecting this response because: I still have not recieved the promised refund by the store manager. After I called twice today not receiving a returned phone call as promised, I was told that 'the refund request would be put in today and should be 'approved' today' and that he did not know the timeframe when the money would be in my account (I am aware it is up to my bank once processed by the business). When my card was originally incorrectly charged, they were able to take my card number over the phone and within 2-3 days I had my refund. Apparently that is not how this process is going to work and was originally told up to two weeks until I would see the funds. Not sure why the same processed wasn't followed. Please feel feee to call me at any time to further discuss. Thank you for your response and time. 
  
  Regards,
  
  ******* ******

  Customer Answer

  Date: 08/10/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20422077
  
  I am rejecting this response because: thank you. Yes, I would like confirmation, to know when this will be processed and when funds should be made available. It has been 3 days since discussing these steps and I have yet to hear anything from ** or see a credit to my bank account. Thank you again for your time. 
  
  Regards,
  
  ******* ******

  

  Business Response

  Date: 08/12/2023

  Hello- Please see the email Chain Below the refund was sent for Processing this could take approx. 14 business days to arrive to your bank. refund 250I have an urgent request for a refund.  I need to refund a customer their $250 deductible to their credit card based on customer service and a damaged part.refund in lieu of repairApproved by **uane *******     |** customer should see refund to CC used in 7-9 business days**estaprequestsSafelite Customer CareThank you, **** ************** Care Agent7400 Safelite WayColumbus, OH 43235--------------- Forwarded Message ---------------From: **uane ***********: 8/7/2023 1:44 PMSubject: REFUND - ******* ****** **URGENT***Good afternoon,I have an urgent request for a refund.  I need to refund a customer their $250 deductible to their credit card based on customer service and a damaged part.Please process the return for ******* ****** as quickly as possible as this is an escalated customer service issue.WO#01266-314678Invoice# 359878Refund Amt $250Thank you in advance for your help!******** *******  |  Store Manager

• Initial Complaint

  Date:08/03/2023

  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 appointment is canceled and I need my full refund

  

  Business Response

  Date: 08/03/2023

  Hello,

   

  I am very sorry to hear about the inconvenience/poor experience. It shows you have cancelled the appointment  and the refunds take up to 3-5 business days ……If you need immediate assistance, we can be reached at 800-638-8958.

   

  Thanks,

  *******

• Initial Complaint

  Date:07/31/2023

  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.

  Hello! I bought my 2016 civic honda sedan brand new and never had a problem with the front windshield cracking for 6 years until about 10 months ago. It cracked so I called safelite and they came out and replaced the windshield. Since then I have had to replace the windshield again and then again and now it is cracked again. I emailed customer service several times and called a few numbers I found and no response. This replacement will be my 4th front windshield replacement in less than a year. The tech came out today and said it was not covered under warranty and wanted me to pay again. I said no thank you. I don't understand why I was fine for 6 years and now all of a sudden I have to replace this every few months and keep paying all this money out. The tech today said I should lower my insurance deductible so when this happens it will be cheaper. Hmmmmm so lower my deductible so I can just keep filling claims and keep replacing the front windshield over and over again. Something doesn't seem right about this. I am no glass expert but I feel like something is going wrong, not sure if it's the installation or the quality of the glass but this is just very expensive. Very unhappy with not getting a response and with the overall work that has been done from Safelite.

  

  Business Response

  Date: 08/02/2023

  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 will be escalating this issue to upper-level management and ask that they reach out to you right away. Please reach out via phone 1-800-638-8958 or email directly if you have further questions.
  
  Sincerely,
  
  *******

  Customer Answer

  Date: 08/07/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20402589
  
  I am rejecting this response because: the call was supposedly escalated but I have not heard from anyone from Safelite. So nothing has been done. 
  
  Regards,
  
  ***** *****

  

  Business Response

  Date: 08/12/2023

  Hello, 

  We do apologize for the inconvience, we did advise on 7/29 that there was new damage to the glass and this is not covered under warranty. We understand that you were unhappy with the product and service and therefore would like to offer a refund of partial the $419.23 that was paid in March of 2023. We are able to send a good will check to you for $150 to ***** *****
  *** **** ** ************ ** *****

  Please let us know if you accept this offer. 

  Thanks

  ****** 

  Customer Answer

  Date: 08/15/2023

  [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:07/26/2023

  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.

  I had a new windshield installed on. 6/23, didn't notice at the time that the tech installed an non-OEM windshield. I ALWAYS select an OEM windshield, end of story. I have had 6 windshields installed prior to this, and ALL of them have been OEM. Tech did not confirm the windshield type either, he just installed it. On 7/25, while driving slowly, I went to adjust the mirror and that's when I noticed that the Jeep Grille that should be on the windshield wasn't there. Then I tried to adjust the mirror and it shattered from the mounting point in multiple directions. Today, I finally get a call back from the shop that did the work, they tell me that I didn't request an OEM one, which I did, but that they didn't get that approval from my insurance... and 'your insurance wouldn't pay for an OEM one anyway!'... really, then they didn't pay for the last six of them??? I got attitude from the manager of the shop when he didn't like me repeating myself that I had indeed selected an OEM, that I had already paid my $100 deductible and that I wasn't paying anything more. I also advised him that I will not come into his shop for an inspection, he's going to need to come to me. When the call ended, I asked **** to can the attitude he was throwing my way. He again raised his voice to try and argue with me when I ended the call, I didn't want to listen to his voice raised anymore and just want this resolved. Replace the poor quality windshield you installed. Replace it with an OEM like every one I've requested from you. I'm not taking ANOTHER claim against my insurance and will not be paying anything additional out of pocket. This BBB Complaint is an attempt to resolve this without litigation, please respond quickly and resolve faster.

  

  Business Response

  Date: 07/28/2023

  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 will be escalating this issue to upper-level management and ask that they reach out to you right away. Please reach out via phone 1-800-638-8958 or email directly if you have further questions.

  Sincerely,

  *******

  Customer Answer

  Date: 08/08/2023

  [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 replacement of the windshield.

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

• Initial Complaint

  Date:07/24/2023

  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.

  I’ve been waiting over 2 months to finally get in touch with this location. It’s been over two weeks since getting in touch with the manager and I still haven’t been reimbursed for the damage a sub created November 2022, that I had to pay for out of pocket to address. I was told two weeks ago with the receipt I provided I would be reimbursed, yet none of my emails have been responded to and any in call conversations are just excuses about corporate red tape. There was no delay in this company being paid for subpar services that covered up damage, why is there a delay in getting my money back for fixing their mistake?

  

  Business Response

  Date: 08/02/2023

  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 will be escalating this issue to upper-level management and ask that they reach out to you right away. Please reach out via phone 1-800-638-8958 or email directly if you have further questions.

  Sincerely,

  *******

  Customer Answer

  Date: 08/02/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20370806
  
  I am rejecting this response because: 
  The check hasn’t been received or cleared

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

  

  Business Response

  Date: 08/04/2023

  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 will be escalating this issue to upper-level management and ask that they reach out to you right away. Please reach out via phone 1-800-638-8958 or email directly if you have further questions.
  Sincerely,
  *******

• Initial Complaint

  Date:07/23/2023

  Type:Customer Service 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 in my 2022 BMW X5 replaced on April 11, 2022 in Grand Junction Co (88 Miles west of my home), referral number 161397. On April 12, 2023 I had routine maintenance performed by Gebhardt BMW in Boulder Colorado (172 miles east of my home). The dealer said that the safety warnings that I had occasionally seen were due to a “misaligned windscreen” that would not hold a calibration and needed to be replaced. I called my insurance provider (USAA) who transferred me to a Safelite Customer Care representative. In turn to the manager of the Grand Junction office, who disputed a possible misalignment. I returned to Boulder to retrieve my vehicle on June13th. ****************: “We guarantee our auto glass work for as long as you own or lease your vehicle. If you have issues with your service, please contact our Customer Care Department” On June 14th, I requested Customer Care to escalate my claim and was told that I would be contacted by the District Manager within 48 hours. By Tuesday June 18th I had not received a call from anyone at Safelite so I called Customer Care, went over the entire case again, and was told again that the district manager would call me within 48 hours. By Thursday June 20th I had not received a call from anyone at Safelite so I called Customer Care again, went over the entire case again, and was told that the district manager would call that afternoon or first thing next day. To this date, no call has been received from Safelite to resolve this issue. I believe that this windshield was either installed improperly or it is defective and Safelite has an obligation to resolve the issue quickly.

  

  Business Response

  Date: 07/24/2023

  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 escalate this issue to upper-level management and ask that they reach out to you right away. Please reach out via phone 1-800-638-8958 or email directly if you have further questions. 
  
  Sincerely,
  ****** 

  Customer Answer

  Date: 07/24/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20364501
  
  I am rejecting this response because:  This is the fifth time I have received the same response from Customer Care that they are very sorry and have escalated my complaint to management, still no action has occurred.
  
  Regards,
  
  ****** (*******) ********

  

  Business Response

  Date: 08/03/2023

  Hello, 

  We are sorry for the concern and have escalated the matter again to the District Manager and asked for their immediate follow up. 

   

  Thanks

  ****** 

  Customer Answer

  Date: 08/04/2023

  
  Better Business Bureau:
  
  Thank you for your assistance in this matter.

  Very shortly after your involvement, I finally received a call from the district manager. She called my local Safelite manager Chris, who in turn called me directly and set-up and appointment with **** to resolve the problem.  **** was extremely helpful, and within a short time determined that the camera was not aligned properly and that the rain sensor was not in the correct position. He corrected those issues and was able to re-calibrate the windshield. My thanks to ***** and **** for their professionalism.

  
  ****** (*******) ********

• Initial Complaint

  Date:07/21/2023

  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.

  I had my windshield replaced about 12 months ago. The technician admitted that his equipment failed resulting in the replacement windshield falling on my hood and scratching it in several places. I finally had time to go get estimate...it will be 1200 to repair. Problem is I cannot get anyone on the phone with corporate office.

  

  Business Response

  Date: 07/21/2023

  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 escalate this issue to upper-level management and ask that they reach out to you right away. Please reach out via phone ###-###-#### or email directly if you have further questions. 
  
  Sincerely, 
  ******

  Customer Answer

  Date: 07/31/2023

  [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:07/19/2023

  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.

  Service completed to my wife’s car, wrong window was installed on drivers door and opens and closes with issues when it rains. Also windshield they installed at a different time now leaks. The car is in great shape and still fairly new. Need someone from this company to contact me asap as getting a hold of any live person at this company is nearly impossible. These were both insurance claims and if need be we will file a new claim for the negligent install that was performed and our carrier will file a subrogation claim against Safelight

  

  Business Response

  Date: 07/20/2023

  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 will be escalating this issue to upper-level management and ask that they reach out to you right away. Please reach out via phone 1-800-638-8958 or email directly if you have further questions.
  
  Sincerely,
  
  *******

  Customer Answer

  Date: 07/20/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20343688
  
  I am rejecting this response because: 

  They have not reached out or fixed the issues yet, but someone from bbb called me on their behalf and told me they were escalating it to management at the local office, and that someone would be reaching out. Still waiting on that call from management at the local office in Louisville KY.
  
  Regards,
  
  **** ******

  

  Business Response

  Date: 08/18/2023

  
  
  
  
  
  
  August 18th, 2023
  
  Safelite Number: 674360/788469         Case 19205768
  To Whom It May Concern: 
  
  Regarding the above referenced work order, we are in receipt of the Better Business Bureau Complaint regarding alleged issues with your safelite installation. This letter is to serve as a denial of liability. We have investigated the claim, Based upon findings and investigating this matter, we have discovered and found that door glass installed is OEM glass which installed from Toyota Dealer. Part number #68102-35260 glass and install are correct. The truck has aftermarket tint on it, correct glass was installed and would  just need aftermarket tint re installed to make look like others.
  Also based up the investigation. When the door glass was broken, it flexed the door glass regulator and weakened it, while rolling down the regulator now makes a vibration noise when it is almost all the way down but still functions. We would advised to reach out to insurance and make this apart of the claim with your insurance company USAA to see if they will cover the cost of the regulator.
  
  As it relates to the windshield leaking, we found through investigations that glass was tested by shop and two different methods as well were performed,  First with a bottle water around all seams of Windshield and sunroof track open and closed no leak detected. Second method involved two techs who performed a water test they ran a water hose on vehicle held over top of sun roof/ windshield area while watching from the inside while water cascading, it was found the Windshield and sunroof are not leaking. Due to this finding it would not be something they would not be covering under warranty and would be best to contact insurance for any help in this matter, 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 a incorrect glass being installed and as well the damages and water leak. 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
  ###-###-#### 

  Customer Answer

  Date: 08/23/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20343688
  
  I am rejecting this response because: the leak test only showed the windshield and skylight were not leaking, the leaks seamed to be centered around the opening of the front driver door, which is where an area of concern already exists, and you guys are the ones who put it in. The “damaged” regulator has yet to be identified as the cause for the vibration, it is still just an opinion as they did not investigate beyond stating this was likely caused by the window being broken. I have reached out to USAA, but nothing has been done yet. As my time is limited on dealing with this matter, this complaint should stay open until either USAA provides me with another shop that can diagnose my leaking window/door and noisy window situation. I see where safelight stands, but do mot accept that has a response. Again I will keep everyone updated upon further review, it may take a few weeks before anything is confirmed. There is no need to respond to this, if it is just saying safelite is not responsible. That is why there is a bbb complaint to begin with
  
  Regards,
  
  **** ******

• Initial Complaint

  Date:07/18/2023

  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.

  I took my vehicle in for a windshield replacement June 5, 2023, and the technician broke the threaded shaft that holds the wiper arm on. He told me about it when I picked up the vehicle and I paid for the windshield in full. The technician said a supervisor would call me about the repair to the wiper. After a week, no one had called. I have called Safelite multiple times and had a difficult time getting someone that could help on the phone and was told I would get a call back. Finally, I was told they were "sourcing" the part and could not find it. I found the part and sent them a link for it. Still no return email from Safelite. I sent emails and have gotten no responses; I have made phone calls to Safelite and received no call backs. Every contact with Safelite has been initiated by me. I finally called their corporate office and was transferred back to the customer service department that had done nothing after my previous calls. Safelite is not actively trying to resolve the problem. I have not had functioning wipers on my vehicle for 43 days. Unacceptable. This needs to be resolved!

  

  Business Response

  Date: 07/20/2023

  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 will be escalating this issue to upper-level management and ask that they reach out to you right away. Please reach out via phone 1-800-638-8958 or email directly if you have further questions.

  Sincerely,

  *******

  Customer Answer

  Date: 07/20/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20338564
  
  I am rejecting this response because: Giving me a phone number, that I already have, is not a resolution.  I still do not have any information about repairing the wipers.
  
  Regards,
  
  ***** ****

  Customer Answer

  Date: 08/18/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20338564
  
  I am rejecting this response because: There has been no attempt from Safelite to contact me directly for resolution.  DO NOT PAY IN SAFELITE ADVANCE OF PICKING UP YOUR VEHICLE!  IF THEY DAMAGE YOUR VEHICLE, YOU WILL NOT GET IT REPAIRED/REPLACED.  I have not had wipers on my vehicle for 74 days due to their negligence.  I understand that things happen unintentionally.  What I cannot understand is the total lack of contact or concern from Safelite.  I have been told 7 times, in emails through the Better Business Bureau format, by Safelite representatives that the complaint has been escalated to management and someone would contact me.  No one has attempted to contact me directly since July 11th when I replied to a Safelite manager wanting to know where they could buy the replacement part.  The course of events and neglect have proven to me that Safelite does not care to resolve the issue and they are hoping I will give up and go away.  Now I am being forced to repair my wipers so I can safely drive my vehicle as I need to.  Is my next action to send them a bill for the part and the installation costs?  I doubt I would ever get that reimbursement based on the history of this issue.
  
  Regards,
  
  ***** ****

  

  Business Response

  Date: 09/05/2023

  Hello,

  We have escalated this matter to higher management team to reach out to Mr. **** which they have and as well provided phone numbers for contact to have matter resolved. We do apologize if assistance is still needed and would be more than happy to help in those matters. we can reached here or at 1800-638-8958 and we would be more than happy to assist.

   

  Thanks,

  *******

• Initial Complaint

  Date:07/17/2023

  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.

  I was scheduled to have an appointment between 3pm-5pm sent to my email as stated with pictures by said company which they show up at 1:18pm staying hi I'm here. They sent an text message while at work at 7:20am that I didn't see because u was working, that stated he would be there between 12:30-3pm. I can't check my phone at work. Then required me to send a picture by a certain time, which I tried to do secretly. They immediately said that it had to be replaced just by looking at the crappy photo and still never showed between the time stated. They only wanted to reschedule with intermittent timing after they had already scheduled an absolute time. This now forces me to go somewhere else and pay more out of my pocket to get fixed this Friday instead of weeks from now. I will never recommend safelite auto to anybody ever because they are a terrible business and won't stand by the times they set for somebody.

  

  Business Response

  Date: 07/20/2023

  Hello,

  We are very sorry for the experience the consumer has had with us. 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: 07/20/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20334267
  
  I am rejecting this response because: awaiting further response from higher up per message left from affiliate worker with safelite.
  
  Regards,
  
  ****** *********

  

  Business Response

  Date: 07/25/2023

  To Whom It May Concern:? 
  
  Regarding the above referenced work order, we are in receipt of the Better Business Bureau Complaint regarding alleged stress crack. This letter is to serve as a denial of liability for the missed appointment.
  
  After reaching out to the shop, they clarified the following information: "Good morning, I am very familiar with this customer.  This work order was scheduled in one of our remote areas that we only do 8am-5pm time frames.  The repair tech, *****, texted the customer in the morning to let him know that the 3-5pm time frame would not be possible.  As a solution, ***** asked the customer to send a picture of the damage so he could qualify the repair before he made the long drive to the customer.  The customer sent the attached picture.  The damage is circled in yellow.  The picture is very clear and ***** was able to determine very easily that this windshield was not repairable.  He informed the customer that he had a $500 replacement deductible and would be happy to get a replacement appointment set up.  Customer decided to cancel instead.  No resolution should be offered."
  
  If any additional evidence or information can be presented we can use to address the matter, we will review it and respond appropriately. However, with the facts available now, we must regretfully deny liability for the missed appointment. Please call with any questions you may have or if further information is necessary. The District Manager has been asked to reach out via phone to relay this information as well. Thank you for your cooperation in this matter.?? 
  
  Sincerely,?? 
  Safelite Customer care  
  ###-###-####