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. has 1293 locations, listed below.

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  Safelite Auto Glass, Inc.

  7400 Safelite Way Columbus, OH 43235-5086

  
• 

  The J.N. Phillips Company, Inc.

  11 Wheeling Ave Woburn, MA 01801

• 

  The J.N. Phillips Company, Inc.

  1248 Route 28A Bourne, MA 02534

• 

  The J.N. Phillips Company, Inc.

  182 Broadway Taunton, MA 02780

• 

  Safelite Auto Glass

  185 Washington St Attleboro, MA 02703

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:04/30/2025

  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.

  My appointment was at 2:00 to fix a Windshield chip repair. The customer service clerks stated it would be 35 minutes before it was completed. Thirty-five minutes later, I asked if it was finished. The clerk stated they forgot about it. Fifteen minutes later, I checked to see about the progress and they forgot to work on it again. I had to enter the garage to speak with a technician to make sure they started their job.I want compensation for wasting my time for you not doing your job. I basically had to do the clerks job.

  

  Business Response

  Date: 05/01/2025

  Good afternoon,
  
  
  
  I hope this email finds you well, I am reaching out regarding a BBB claim that has been submitted recently. I'm truly sorry to hear of your experiences with us thus far! Per our phone conversation, I have shared the details of the claim with our **************** team, and I am currently awaiting a response. I will send you updates as soon as I receive them! In the meantime, if you have any additional questions or concerns, please feel free to reach me directly via email. You can also call our ************* team at ************, we are open Monday through Friday from 8am to 7pm EST. 
  
  
  
  Thank you for your time, 
  ****** **** | ************* Representative
  *************************** Way | ******************
  *******************************************************************************

  Customer Answer

  Date: 05/01/2025

  [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:04/22/2025

  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.

  Ive been dealing with Safelite for approximately a month in an effort to resolve my windshield issue that has lead to reduced functionality of my safety features for my vehicle. I have taken my windshield to the shop 2x and the last time was told to sign a waiver releasing safelite from liability associated with my reduced safety features. Since then, Ive called multiple times to get resolution with no success. Specific details are below:March 25 - Took 2023 ***** xc90 to Safelite due to large crack and a chip on windshield. Safelite replaced windshield with an after market windshield however, noticed that heads up display was blurry and crooked after replacement. Also received error messages identified during saying windscreen sensor blocked.April 10 - Took ***** XC90 back to Safelite to replace after market windshield with OEM. Upon leaving, noticed multiple issues (warning messages and orange caution symbol on dash)1. Heads up display is no longer showing speed limit 2. Error message Driver support systems reduced functionality, service required.3. Error message Collision Avoidance reduced functionality, service required.Was instructed by safelite to take vehicle to ***** dealership for re-calibration and told to sign a waiver releasing safelite from liability associate with my safety features being disabled.April 14/15 - Took ***** Xc90 to ***** dealership for diagnostic. Conclusion from certified ***** technicians was cannot calibrate driver assistance systems due to damaged windshield heater array. Windshield needs to be replaced.April 15 - contacted Safelite and spoke to store manager who suggested that my car may have been damaged prior to coming to their shop. April 16 - called Safelite customer care and was told this was being escalated to district manager April 22- contacted Safelite again after not hearing back and was told that its pending response from a calibration specialist.

  

  Business Response

  Date: 04/23/2025

  Hello Ms. ************ style="color: rgb(0, 0, 0); font-family: "Times New Roman"; font-size: medium;">
  We spoke on the phone earlier about this BBB complaint. I sent you an email so you may reach me and to highlight a bit of what we discussed. I'm so sorry about this issue with your recalibration! 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 issue with your recalibration that you are referencing in this BBB complaint.  I have informed them of the damage 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. I will be on PTO tomorrow and Friday, so I will have a supervisor look into this issue while I'm gone and relay next steps. I'm hoping we can have this issue resolved as soon as possible for you. Once we 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:04/22/2025

  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.

  4/22/2025 I was on the phone with agents for 1-hour 15min., this morning trying to resolve an issue that has not been settled. My company is in the land scape business, and we have used Safelite for years to repair windows in our vehicles, as well as the occasional mishap of damage to vehicles in and around a worksite. As I always do, I called a Safelite shop and set up a repair on a vehicle that we'd damaged. The appointment was set, the quote was agreed on with no problem. I left my company card on file to be charged when the repair was completed. When I received the email informing me of the completed job, I open the receipt link to find that I was charged more than double the quoted amount. I called the repair shop who told me that the job "was never completed." It got worse from there. After the agent went back and forth with her supervisor, they concluded that the repair was completed, and the price changed because they charged me as "out of pocket" instead of a long-term customer. More Than Double...Really? My price went from $213 to $501. They ended the conversation by telling me that they'd get back to me after they investigated. the matter. What investigation, someone decided to cancel the first work order and minutes later, enter a new work order with a much higher price to get more money. I need the resolved as soon as possible PLEASE.

  

  Business Response

  Date: 04/23/2025

  Good Morning,
  
  Thank you for bringing this to my attention. I am one of the ************* agents that has been assigned to your case. I understand that the service was set up for glass replacement on a vehicle that was damaged due to a worksite mishap. Pro Cutters is the landscaping company, and the replacement service would be handled under the commercial account for Pro Cutters. The originally quoted price was around ******, but you ended up getting charged around ****** for the service, and under a different work order. I do apologize for this, and I am currently investigating what occurred with these work orders, and how best to further assist you. I will be continuing to work on, and monitor this case until a resolution is reached. I will be sure to pass along any updates we receive to you as well. Please let me know if there may be anything additional we can assist you with as well. Feel free to reply directly to this email, or give us a call in the ************* department at ************. Thank you and have a great day!
  
  Dakota G
  ************* Representative

• Initial Complaint

  Date:04/21/2025

  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 25th 2025, I took my car (Infiniti QX-50) to safelite to get my rear window replaced after it was busted out during a theft. The replacement glass they used is warped, impairing the function of the glass. They also caused damage to the interior plastic panel of the hatch, breaking the clips that hold it in place, leaving it unattached. About 1 week ago I filed a warranty claim as they say "This warranty covers defects in material or workmanship for as long as the customer owns or leases the vehicle. They also offer a guarantee on repairs and recalibrations. To initiate a warranty claim, customers must notify ********************** within 30 days of discovering the defect.". I filed a warranty claim and was told that Safelite could not source any more replacement glass. Today on 4/18/25 I went back to the store to explain what I found in the warranty and they still stand by the fact that they wont/cant replace the glass again. The warranty also says they will credit the cost of a new repair which they wont do either. They have offered to refund my original charge of $1297.24, and charge me again that number minus $300 (so a $300 refund basically). This is the profit they made and refuse to offer any further compensation. All I wanted was for them to replace my defective glass, but now I just want my money back. I would appreciate any assistance in the matter as it wasn't just a cheap repair, nor was it covered by insurance.

  

  Business Response

  Date: 04/22/2025

  Good afternoon,
  
  
  I hope this email finds you well, I am reaching out regarding the BBB claim that was submitted recently regarding a back glass for a 2014 Infinity QX50. I am truly sorry to hear of your experiences with us thus far! I attempted to reach you via phone to discuss the claim and inform you that I will be taking a closer look personally, as well as working with **************** directly to work towards a resolution. Unfortunately, I was unable to leave a voicemail, however I will be sending you updates directly as I receive them. In the meantime, if there are any questions or concerns that you may have, please reach out to me directly via email. You can also call our ************* Team at ************, we are open Monday through Friday from 8am-7pm EST. 
  
  
  Thank you for your time,
  ****** **** | ************* Representative
  7400 Safelite Way | ******************
  *******************************************************************************

• Initial Complaint

  Date:04/21/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  SAFELITE SOLUTIONS "We serve over 6 million policyholders annually for more than 200 leading insurers and fleets from our award-winning contact centers. From the first notice of loss contact to glass claim completion, reporting and customer analytics we're committed to enhancing the glass claim experience." For being such an enormous company they don't have a single available contact phone number for a shop to call in with an issue. I requested & received confirmation to update our shop email on 4/11/2025. I then realized I was not receiving any dispatches assigned to our shop. I reached out mutliple times, finally got a response with the current listed email. Interesting our listed email was listed incorrectly, with a random letter in front of it. The verification email I originally received had the correct email. Its been 10 days of not receiving any dispatches. Ive emailed, updated info on the site without any success. I cant believe there is no contact phone number. If you call any listed you will be referred to their website. What type of customer service ********************** operates in this manner?

  

  Business Response

  Date: 04/22/2025

  Good afternoon,
  
  
  I hope this email finds you well, I have forwarded this to the Database team with ********** and they will be reaching out to discuss the account updates and offer further assistance. 
  
  
  Thank you for your time,
  ****** **** | ************* Representative
  7400 Safelite Way | ******************
  *******************************************************************************

• Initial Complaint

  Date:04/21/2025

  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 30, 2025, The rear gate window was damaged by accident. I was connected by **** to Safelite for replacement. The glass was replaced on Friday May 4, 2025. USAA Claim Number: 001597126-800. On Saturday April 12, It was noticed the outside trim on the left and right side of the rear glass was loose and not attached, it rattled when the auto was being driven. It also appeared the glass that was installed did not fit correctly. It was too late in the day to go to the Safelite shop that did the installation. I opted to park the auto in my garage and wait until Monday, April 14, 2025 to have the problem evaluated. On Sunday morning I went to use the auto and the rear glass was shattered. It had been in my locked garage and there was no eveidence of any impact. I made a warranty appointment with the Safelite shop that performed the installation for 2 PM Tuesday, April 15, 2025. At that appointment I was informed there would be know warranty coverage for improper installation or defective glass. There was no offer from the personnel at the Safelite shop to remedy the situation. Furthermore, it was suggested that I just go ahead and turn in another damage claim. The glass was replaced at THRU-WAY Autoglass on Friday, April 18, 2025. I was told there were several missing seal and trim clips. It was also brought to my attention the Left and Right outside trim had never been attached correctly during the Safelite installation. This was the likely cause for the glass failure.

  

  Business Response

  Date: 04/21/2025

  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 District Management and the ************************* Team regarding this issue with your back glass that you are referencing in this BBB complaint. I have informed them of the back glass breakage 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, feel free to email me if you have any other questions. Thank you! 
  
  Sincerely, 
  ******* ********

• Initial Complaint

  Date:04/21/2025

  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.

  When replacing my windshield, they broke the rain guard around my passenger window and said they were going to order me another one on February 14, 2025. ********************* and the shop where it was installed which is ************************* , for two months and nobody will respond to phone calls or emails. They do not even respond to their customer service department.

  

  Business Response

  Date: 04/21/2025

  Hello and Good afternoon!
  
  
  I am reaching out as I greatly apologize about the rain guard damage and that you haven't heard back from the safelite shop for resolution. I am one of the agents assigned to your case, as well I called you today to advise this information. We will start this investigation on the damage to see when the safelite shop will receive the part , and to when they will have the matter fixed. If you have any questions or concerns as we work through this, we can be reached here or ************.
  
  Thanks so much!
  
  Devonta

• Initial Complaint

  Date:04/19/2025

  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.

  After 2 failed appointments (both because safelite informed us the day of that they did not have the correct glass for my windshield replacement), I was finally able to drop my car off on April 18th for a 9am appointment. My husband was going to pick it up on his way home from work that evening. Late that afternoon, safelite contacted me to say that they had removed the broken windshield, but did not have the new glass at the shop. My car would have to stay overnight but it would be ready at 8am Saturday morning. At 7:58am they called to say they still did not have the glass, but would install it as soon as it arrived. At 11:00am I tried contacting the shop to get an update. No one answered the phones for the next hour. I contacted the 800 number to try to get help and was informed that my appointment had been rescheduled for Monday morning. I spent the next several hours trying to get someone to tell me what I was supposed to do stranded for 3 additional days with 3 young children and no vehicle to safely transport them. I requested that a rental car be sent and was told only the shop could handle that. For hours no one from the 800 number or my insurance company could get the shop to answer the phone. Late this afternoon, I finally got through to someone, I was told the manager wasn't there but she would get back to me before the end of the day. I never heard back from her and I phoned several more times. I am now stranded at home over Easter weekend with no way to even get my children to their school activities Monday morning, or to pick up my vehicle anymore it is ready. Our family vehicle was only supposed to be in the shop a couple hours - not several days. Communication has been terrible from the shop and there has been zero accountability or effort to correct the issue.

  

  Business Response

  Date: 04/21/2025

  Good afternoon,
  
  
  I hope this email finds you well, I am reaching out regarding the BBB submission that was entered. I am truly sorry to hear of your experiences with us thus far, and per our phone conversation earlier I have sent all of the details pertaining to the claim to all **************** involved and we will be working closely to come to a resolution. I will promptly send you updates regarding the claim 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 your time,
  ****** ****
  ************* Representative

  Customer Answer

  Date: 04/21/2025

  Better Business Bureau:

  
  I accept the business's response to resolve this complaint. While nothing can be done at this point to recover the lost time, money, or experiences that my family missed out on because we had no vehicle,  we appreciate that the corporate office is attempting to hold the shop accountable for improving their practices. 
  
  Regards,
  
  ******** *****

• Initial Complaint

  Date:04/19/2025

  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.

  The Safelite technicians that came to my house failed to inform the windshield they removed from my car shattered. The shattered glass fell into the **** system of my car which caused over $2500 in damages. My home security cameras recorded the entire ordeal. I am requesting a full refund of the cost I had to pay to have the **** system for my vehicle repaired.

  

  Business Response

  Date: 04/21/2025

  Hello, 
  
  Please accept my sincerest apologies for this poor experience you've had with us. Per our conversation we are addressing concerns of your reimbursement. We have escalated this to the sales audit team to provide you with a status update. Please reach out to me directly at ************** or reply to this email going forward as correspondence.
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 04/30/2025

  [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:04/18/2025

  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.

  Yes, hello my name is ****** ******** And my phone number is ********** I was scheduled last week to get my windshield replaced on my 2015 **** A8L And they ordered the wrong windshield so I went back today to get the right windshield installed. They ordered the wrong windshield twice and they offered to waive my hundred dollar deductible and set me up for another appointment and they ordered one from *****I just went back and they ordered the wrong one again so now were going on four times and I still dont know anything about getting my windshield ixed. Ive taken off of work two times And at this point waving the hundred dollar deductible isnt even gonna be enough because I live an hour away so I have almost drove over ******************************************************************************************** something because this is getting kind of ridiculous to have to go back for a 4th time

  

  Business Response

  Date: 04/21/2025

  Hello and Good afternoon!

  I am reaching out as I greatly apologize about this matter and the multiple appointments where the glass was not replaced. I am one of the agents assigned to your case and will be helping and providing assistance. I did call you today and we spoke briefly on the matter. It has been determined that the shop is working on securing the correct glass. They will reach out once they have the part and will make sure the correct glass is installed as well they are covering the $100 deductible advised by your complaint. To also make right on the complaint customer care will issue a $50 goodwill to the address and you will receive goodwill within 7-14 business days. If you have anymore questions or concerns we can be reached here or ************.

  Thanks,
  
  Devonta
  

  Customer Answer

  Date: 04/21/2025

  [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,
  
  ****** ********