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:09/30/2023

  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 passenger window regulator replaced on my 2006 Lincoln Zephyr. I was told by the technician that the current window motor was working okay, but that visual appearance of the motor suggests that it may develop a problem in the future. I noticed that my window had a rough glass sound when automatically rolled up and down after the regulator was installed; Not previously noticeable. I later decided to replace the current window motor. At the time of the motor replacement I mentioned to the technician that after the regulator was installed the window has a rough scraping sound when rolled up and down. After the motor replacement the glass window scraping sounds did not go away for weeks. On 9/28/23 I obtained an appointment with Safelite to diagnose the problem. However, upon my arrival to my appointment everything seemed to be okay until the front desk receptionist told me that there is nothing that can be done about my vehicle window problem. I was told that Safelite cannot charge for labor, but can only warrant parts. I mentioned that I did purchase a window regulator replacement from Safelite. Also, that I mentioned the window up and down roughness to the technician who installed the window motor. The receptionist replied, “And he said that it was okay; This is the first time that you mentioned the problem.” I then stated “I did mention the problem to the technician who installed the motor. I will never ever recommend Safelite to anyone; At least not that particular Safelite; Reason being: Poor customer service and service promises not upheld at the time of appointment and total disregard for any customer service satisfaction!

  

  Business Response

  Date: 10/02/2023

  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 did escalate this issue to upper-level management and ask that they reach out to you right away as well. Please reach back out via phone ###-###-#### or email me back directly if you have further questions. In the mean time we would like to schedule another warranty appointment for inspection. 
  
  Sincerely,
  ****** 

  Customer Answer

  Date: 10/02/2023

  :  I was told at my previous appointment that Safelite cannot charge for labor; That they only warrant parts.  That’s despite the window regulator was from Safelite.  I did have a window motor that was replaced that was not from Safelite, and I complained to the technician who installed the motor that the window was sliding rough up and down after the Safelite regulator was installed.  During my last appointment the receptionist that I did not complain about the problem earlier, and I told her that I did mention the problem to the technician prior to the replacement of the motor.  The receptionist then stated, “And he said that the window was okay.”  I then stated that I believe that when the door was put back together something has caused the window to go up and down roughly.  She continued to repeat “Safelite cannot charge for labor; We only warrant parts.”  I felt at that time that Safelite takes no responsibility in regards to any labor issues involved when parts are replaced by their technicians.  I have come to a decision that if the window issue gets worse in the future I will get it repaired by a business who owns up to their labor work involved with any replacement of parts; Not just the parts themselves.  I will never go back to any Safelite for window service.  A customer should never have to contact BBB for any business to attempt to resolve a customer issue; The attempt to resolve a customer’s complaint should always be done solely between the business and customer.  I believe that Safelite has poor customer service satisfaction; At least that particular Safelite.  However, I would consider getting my window problem evaluated by a Safelite at a different location.  The reason being is that sometimes there are a few bad apples on a good apple tree as an example!
  
  Regards,
  
  Felton Fowler Jr

  

  Business Response

  Date: 10/03/2023

  Task Status:Scheduled
  Appointment:10/6/2023
  8:00 AM
  Service Type:InShop
  Service Location:**** ****** *** * ****** ** *****

   

  Hello,

  I wanted to clarify for the appointment above that we have set for you, This is a warranty inspection appointment and there is no charge for this service. Please advise that you have confirmed this appt with me via email as well. 

   Thanks

  ****** 

  Customer Answer

  Date: 10/04/2023

  I accept the business's response to resolve this complaint.  However, there is some BBB communication history that has not been updated as of October 3, 2023.  I consider the problem resolved based on that communication history by email between myself, and the business on October 3, 2023.  The information mentioned in that communication is the main reason(s) that I consider the problem resolved.  I do want to give special thanks to ****** ****** from the business. She maintained daily communication with me to resolve my problem.  Although my scheduled appointment made by ****** at a specific Safelite location was somehow changed she immediately corrected the issue.  Lastly, the missing communication history further explains how my problem got resolved prior to my scheduled appointment.  Once again, ******, thanks for your honest tireless effort to resolve my problem.
  

• Initial Complaint

  Date:09/28/2023

  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.

  Safelite threatened to take me to collections if I didn’t pay an outstanding balance in less than 24 hours. I had never once received communications, in any form, that I had an outstanding balance. My service was completed 7/24/23 and I asked the front desk id they were going to charge me on that day. They said yes. Now it is 9/28/23 and I’m being threatened with collections when I never even knew that Safelite did not charge me back in July. There should be procedures in place to contact customers that an outstanding balance is due and I never heard from anyone at Safelite until today.

  

  Business Response

  Date: 09/29/2023

  Hello,
  I am very sorry for this concern and I am researching this right away and will get this taken care of for you. I will update you on this email reply when we have this completed. Sorry again for the trouble. 
  Thanks
  ****** 
  ###-###-####

  

  Business Response

  Date: 10/10/2023

  Hello, 

  We are sorry for this trouble and error, this should have been communicated and per our conversations below we did escalate this per your request. Please advise that the billing was taken care of as well and resolved. Please let us know if we can help with anything further, as we have since closed this complaint. 

  Thanks

  ****** 

  Email Correspondence with the customer attached 

  Customer Answer

  Date: 10/11/2023

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

• Initial Complaint

  Date:09/21/2023

  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 paid out of pocket to Safelite on Aug 4th for $185.08 to patch a crack in my windshield with their mobile service at my home. The patch fell out soon afterwards, so I called Safelite since they have a warranty on the service, and I was told I needed to schedule an appointment to replace the windshield. They told me I had to take my car to Odessa, Florida which is a 53 min drive each way and I was told I had to leave my car for 3 hours. Taking this car to Odessa would cost me 7 hours and a vacation day from work. They have no way to call them for customer service, the ‘contact us’ link on their website only has online messaging. I found a phone number online (###-###-####) and called Safelite twice on Sept 1st to resolve this. On the first at 12:57 call I was on hold for 1:48 and then dropped, called back at 12:59 and was on hold for 4:35 then dropped. I sent a message online, and received a call back from the warranty department that told me they couldn’t help with appointments or locations that could fix the windshield. On 9/18 I got a call from the local store at Odessa and ***** was helpful in trying to get me a refund for the $185.08, but called back and told me they couldn’t do that because I paid the first $185.08 out of pocket, and went through ********* insurance with a local provider that could replace the windshield at my home or locally. The problem is that Safelite offered me a mobile service at my home with a warranty that could apply to a replacement if necessary, however they did not tell me the replacement could not be done anywhere near my home. I can’t waste 7 hours and a vacation day for what I was told would be a mobile service at my location. Safelite could not fulfill that service. In addition they are impossible to contact, phone calls do not get answered and online messages resulted in a return call that could not help. They were not able to replace my windshield at the local safelite in the town where I live.

  

  Business Response

  Date: 09/22/2023

  Hello,
  Thank you for contacting our office. I’m so sorry that the repair on your vehicle has failed. While we do have a very high success rate with our repairs, there is no way to determine how the already damaged glass will react to the repair process. The outcome of a repair is affected by many factors, including but not limited to:
                - The age of the damage
                - The size and location of the damage on the windshield
                - Glass is a sensitive and unpredictable material
  
  Our chip repairs are done to preserve the structural integrity of the glass and not for cosmetic purposes. If the repair fails i.e. starts to crack out further or is not visibly pleasing; Safelite offers a money back guarantee where we will credit the cost of the repair toward the replacement of a new windshield; however, your deductible or out of pocket cost would apply. In light of saying that we are happy to refund you $185.08 back to VS **** Call ###-###-#### if you have further concerns.

  Thank you 

  ****** 

  Customer Answer

  Date: 10/02/2023

  I accept that resolution assuming I receive the credit on my Visa agreed to. Thank You.

   

• Initial Complaint

  Date:09/18/2023

  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 had a Safelite repair scheduled with USAA. The technician came out to repair rock chips. The gentleman said it would take 45 minutes and let me know when it was finished. 20 minutes later he said the repair was complete. Never showed me the work or had me sign anything. The technician did not complete the job properly and left resin spots. Every time I call Safelite they tell me that it’s called a failure to repair and they will not help. I understand failure to repair, but this is your technician did not completely the repair properly. I am assuming he is so new to your company, he is not the person in the confirmation email that was send out. They sent out a warranty appt where the technician stated “yeah, I don’t know why but sometimes our resin does that”. I was supposed to receive a call from the shop manager. No call. Then I was supposed to receive a call from the General Manager. No call. This is absolutely ridiculous how this company is being ran.

  

  Business Response

  Date: 09/19/2023

  Hello,
  Thank you for contacting our office. I’m so sorry that the repair on your vehicle has failed. While we do have a very high success rate with our repairs, there is no way to determine how the already damaged glass will react to the repair process. The outcome of a repair is affected by many factors, including but not limited to:
                - The age of the damage
                - The size and location of the damage on the windshield
                - Glass is a sensitive and unpredictable material
  
  Our chip repairs are done to preserve the structural integrity of the glass and not for cosmetic purposes. If the repair fails i.e. starts to crack out further or is not visibly pleasing; Safelite offers a money back guarantee where we will credit the cost of the repair toward the replacement of a new windshield; however, your deductible or out of pocket cost would apply. If you are interested in a quote, please feel free to contact us at ###-###-####.

  Customer Answer

  Date: 09/20/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20622880
  
  I am rejecting this response because: 

  I completely understand that. I understand a failure to repair. I get that not all cracks can be guaranteed, however the outcome of this repair is that your technician did not know what he was doing. The technician is so new that when you send the confirmation email of who is coming out (Anthony) you have a picture of Brandon. Which Brandon repaired my windshield back in February and did a fabulous job. I feel like we are missing the part that your technician was not trained. USAA says it is not an option to not fix/repair. I have also been waiting a week for your store manager and general manager to place a phone call. 

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

  

  Business Response

  Date: 09/26/2023

  Dear Mrs. ******,
  I am very sorry to hear about the inconvenience. When we attempt to perform a repair we're already working with damaged glass if there is a chip or crack present. Unfortunately, if it does not hold we're not responsible.  I do assure you we do not purposely crack consumer’s windshields. If a repair fails it impacts our technicians negatively and would not be of any advantage to them or the company. We do not scam and this is the correct process for a repair if it fails. We did attach our warranty confirmation so you have it for your records, our disclosure is there as well. We do apologize and respectfully decline your request to cover your deductible. There is nothing to refund as the repair there was nothing out of pocket that was paid. We were willing to cover $100 of the deductible and that is solely for the complaint here and this is as a good will. We are not able to offer anything further in this case. If you need further assistance we can be reached at 800-638-8958.
  Sincerely, 
  ****** 

  Customer Answer

  Date: 09/28/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20622880
  
  I am rejecting this response because: 

  Here is the email I replied to 2 days ago with no response:

  ******, 
  
  
  There has not even been an attempt to correct the wrong. The spot did not spread and the area was repairable. Your technician did not use the product and let it cure correctly. Your technician Anthony stated it would take 45 minutes to repair the spot, and it took 20. He never showed me his work (I'm sure as he should have been embarrassed) and never had me sign anything. Your technician is so new that he was not even the one pictured in the email that you sent out. In that email it stats here is your repair tech Anthony with an image of Brandon. Ironically, Brandon worked on my windshield in February and did a flawless job. Your technician could not even repair a pin hole. This is very concerning that you find this acceptable work. 
  
  
  ******* ******

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

• Initial Complaint

  Date:09/18/2023

  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.

  On sept 18th, safelite came out to fix my glass windshield. They fixed it Last year. Absolutely horrible! They did the work, the glass is all smudged which is tacky. But it's fixed. They NEVER asked about windshield wipers but put them on adding money to my bill. Pretty sure thats illegal. I demanded they take it off which they did but not happy about it. The total for the same car, same glass same everything was 100 dollars more then last time. I feel they extorted me. The glass was tacky and I do not trust it now. Shame on this business for scamming me! Do better!

  

  Business Response

  Date: 09/19/2023

  Hello,
  
  We appreciate you taking the time to reach out to us with your concern, Im very sorry to hear about this. Our National Lifetime Warranty covers manufacturing defects and workmanship for as long as you own or lease the vehicle. Youre welcome to schedule a warranty appointment at www.mysafelite.com or please feel free to return our call to ************* at ************. Or please email me back directly as a reply to the email I sent. 

  Thanks

  ************************;

  Safelite ************* Job Coach 

  Customer Answer

  Date: 09/19/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20621936
  
  I am rejecting this response because: this is generic c*** and did not address any of my concerns. They did not even read it. Total crap
  
  Regards,
  
  ***********************************

  

  Business Response

  Date: 09/22/2023

  Please see the below correspondence on 9/20 Consumer accepted the refund offered. The check was sent and the #  SSI0000712691 at 

  9/21/2023 10:20 AM- Please let us know if we can help further. Thanks-***********;

  Thank you!
  On Wed, Sep 20, 2023, 8:32 AM EST - ************* <******************************************************************> wrote:
  
  Okay great thanks I will get this processed right away. 
  
  *************************
  Job Coach 
  7400 Safelite Way| ******************
  
  
  --------------- Original Message ---------------
  From: ***** from the block [**************************]
  Sent: 9/19/2023 7:00 PM
  To: ******************************************************************
  Subject: Re: Case 19880898
   We use mlt as the post office does. Mountlake terrace  
  On Tue, Sep 19, 2023, 3:59 PM EST - ************* <******************************************************************> wrote:
  I only ask as this Mlt- does not come up as a known City. 
  
  Thanks
  
  *************************
  Job Coach 
  7400 Safelite Way| ******************
  
  
  --------------- Original Message ---------------
  From: ***** from the block [**************************]
  Sent: 9/19/2023 6:50 PM
  To: ******************************************************************
  Subject: Re: Case 19880898
   Would it be possible to mail a check to my address?
  **************************************
  Mlt wa 98043 
  On Tue, Sep 19, 2023, 3:46 PM ***** from the block <**************************> wrote:
  Yes that would be great! Thank you! 
  On Tue, Sep 19, 2023, 3:46 PM EST - ************* <******************************************************************> wrote:
  Hello, 
  We are sorry for this trouble and will escalate this matter. We are happy to offer you $100 refund as a customer delight due to the trouble you experienced. Please let us know if you accept this offer? 
  
  Thanks 
  
  *************************
  Job Coach 
  7400 Safelite Way| ******************

  Customer Answer

  Date: 09/22/2023

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

  Customer Answer

  Date: 06/28/2024

   

  BBB NOTE: Consumer filed a new complaint online that was flagged for review as a possible duplicate complaint.  BBB Complaint Acceptance guidelines do not allow your BBB to validate additional or duplicate complaints from the same consumer against the same company involving the same account or marketplace issues, as we report both the number and nature of the complaints that we process.  

  
  

  We have closed the duplicate complaint and copied the additional information submitted and we have manually posted it to the original complaint case below. Based upon this new information we are resuming BBB ****************** Services. We appreciate the patience and understanding of the parties.  

  
  

   

  Complaint Type:
  Service Issues
  select
  Problem:
  This is the 3rd windshield I had to get from safelite. I think it should be under warranty. I do not know what happened but there was a huge crack in my windshield, and don't know how it got there.the tech did not either. This windshield got fixed in September. This is crazy. I can't prove what happened and neither can safelite. 3 windshields in 3 years seems excessive. I'm a normal driver and nothing thar I know hit my windshield
  
  Desired Resolution / Outcome
  Desired Resolution:
  Refund
  Refund

  select

  
  

  

  Business Response

  Date: 07/01/2024

  Hello,

  Please return our call to ************** to discuss the warranty issues further. 

   

  Thanks

  ***********;

  Customer Answer

  Date: 07/03/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20621936
  
  I am rejecting this response because:  I can call them, but i have talked several times with no help 
  
  Regards,
  
  ***********************************

  

  Business Response

  Date: 07/08/2024

  Hello, 

  We did speak with you regarding the concern of a new impact that is not covered under warranty. We ask that you please reach out to your insurance company. 

  Thank you

  ***********;

  Customer Answer

  Date: 07/08/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20621936
  
  I am rejecting this response because: I called the number I was directed to this morning. I spoke to a nice gal who was going to have the manager contact me. I had no contact from manager. I think this is horrible customer service and I will see if anyone in fact contacts me. 
  
  Regards,
  
  ***********************************

  

  Business Response

  Date: 07/12/2024

  Hello, 

  We did speak to you on the phone regarding the concerns and have since resolved this via escalation to the field, please reach ************** if you have further concerns. 

  Thank you

  ************************;

  Customer Answer

  Date: 07/12/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20621936
  
  I am rejecting this response because: i spoke on the phone with someone, and AGAIN they were going to have someone reach out to me. THIS WACKADOODLE number you give me does nothing. NOBODY reached out as promised. I dont know why they waste my time with saying  call this number, WHICH I DID- and AS STATED- NOBODY called me back, or returned an email. ALL THEY DID WAS TAKE MY NAME NAME AND PHONE NUMBER - which is NOT HELPFUL!! DO BETTER SAFELITE- do what you are supposed to do. DONT WASTE TIME AND DONT LIE- DO BETTER!!!!!!!!!
  
  Regards,
  
  ***********************************

  

  Business Response

  Date: 07/19/2024

  Hello,
  

  I am sorry to hear this, I attempted to reach you on the phone and left a voicemail message. This issue has been escalated to the field management team at the Safelite shop for additional assistance and review. Please be advised that our National Lifetime Warranty covers manufacturing defects and our workmanship, it does not cover new damage. Should you have further questions or concerns, please contact us at **************.

  Thank you,

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

  Customer Care Representative 

  Customer Answer

  Date: 07/22/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20621936
  
  I am rejecting this response because: 
  The number as always got me nowhere  . I was clearly told someone would call me back. Thy didn't.  You are 0/3 safelite.  Nice work!
  Regards,
  
  ***********************************

  

  Business Response

  Date: 07/24/2024

  Hello,

  We again attempted to reach you via phone call to discuss any issue further, there was no answer and another voicemail was left with our contact information. I also emailed this information to you directly as well. Please reach out to ************** between 8am and 7pm EST if there is any further assistance Safelite can provide. We have done our best to reach out and discuss any remaining issue, please reach out to the contact provided at your convenience when possible. 
  
  Sincerely,
  Kaila P
  Customer Care Representative

  Customer Answer

  Date: 07/25/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20621936
  
  I am rejecting this response because: you did leave w voicemail. I have a job. I called the number listed and waited on hold 30 minutes to be told someone would call me. Can you email the response? You have wasted hours of my time. I even responded to an email saying hey. I'm working. Can you email me?

  I may go to small claims court. This is a total waste of my time.

  Email or give a direct number. I work 10 hours a day. I do not have time to take a call when I'm with patients or wait for half hour. Quit wasting my time with your absurdness
  
  Regards,
  
  ***********************************

  

  Business Response

  Date: 07/26/2024

  Good afternoon, 

  Please reach out to ************* at ************ or at the email address stated below for further assistance:

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

  Thank you, 

  Lauren 

  Customer Answer

  Date: 08/01/2024

  
  
  Complaint: 20621936
  
  I am rejecting this response because: I will try ONE MORE TIME to reach this person. They are awful about responding to anything and everything. it has been an infurating experience. 
  
  Regards,
  
  ***********************************

  

  Business Response

  Date: 08/06/2024

  Good morning *********,  

  I have attached the referenced payment of ****** that was previously accepted to the service inconveniences. Please reach out to me once more via email at **************************************** if you have any additional questions or concerns. 

  Thank you, 

  Lauren 

  Customer Answer

  Date: 08/06/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20621936
  
  I am rejecting this response because: 
  Yes. We did speak about that for work done in 2023. It seems so long ago. That does not change how I feel sbout tye service in 2024.

  While i appreciate speaking witha live person, it was still wasted time as it did not address the issue i have now . 
  Regards,
  
  ***********************************

  Customer Answer

  Date: 08/06/2024

  They talked to me but they also said how can we help you. I explained what I wanted and they directed me back to the same awful customer service number. They did nothing!!!! I want them to follow up and fix this

  Customer Answer

  Date: 08/08/2024

  The BBB made us do this complaint in regards to one in 2023. Safelite said they were confused because the dates are about 2023. but this is actually in regards to a 2024 incident, but BBB made them reopen an old claim. Just to clarify. this has been the hold up. and it has taken me HOURS of my time

  

  Business Response

  Date: 08/09/2024

  Good afternoon, 

  Per the assessment from the field management, the crack was identified as new damage in which a new claim would need to be established. Please refer to insurance for further assistance. 

  Thank you, 
  Lauren 

  Customer Answer

  Date: 08/12/2024

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

  That is why I filed the complaint. You guys have wasted hours of my time. What a joke!
  
  Complaint: 20621936
  
  I am rejecting this response because: 
  
  Regards,
  
  ***********************************

  

  Business Response

  Date: 08/12/2024

  Good morning ***,
  
   
  
  Please proceed with closing this complaint. Per confirmation from the field management, it was confirmed new impact/damage caused the crack on the Ms. ********** windshield. She has been advised by both ************* and the field via email, phone and during the assessment appointments to confirm this information, however she continues to reopen the complaint. The customer was referred back to insurance for assistance with setting up a new claim as stated on our Repair guarantee that I have attached.
  
   
  
  Thank you,

• Initial Complaint

  Date:09/16/2023

  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.

  Contacted safelite for a rear glass but was not able to speak to a representative. Tried to chat with an agent but she referred me back to customer service whom no one can reach. Stopped in at their two locations and both m on duty managers were rude and obnoxious. Ask for their managers name and contact both refused. Have an online quote that both managers refuse to accept, in other words scamming the public.

  

  Business Response

  Date: 09/18/2023

  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 access the work order and these are the details below for the service. Please reach back out to us via phone ###-###-#### or email directly from the message that we sent to you if you have further questions. Task Status: Scheduled
  Appointment:9/25/2023
  8:00 AM - 12:00 PM
  Service Type: Mobile
  Service Location:462 OLD LAKE CITY HWY
  ROCKY TOP, TN 37769
  
  Sincerely,
  ****** 

  Customer Answer

  Date: 09/19/2023

  I have reached out to customer service via chat and they refer me voice customer service. Voice customer service is not available according to the customer service representative that does not handle this type of call. I have a quote for repair from Safelite but Safelight refuses to adhere to the online quote. The acting manager makes his own Safelite quote and demands that quote be paid in full. Safelite is scamming customers. 
  
  
  

  Customer Answer

  Date: 09/22/2023

  I don't understand the statement and Safelite representatives are not available nor have reached out to me to with additional questions. Safelite only franchises their repair centers and condones the actions of the employees and/or owners of the franchise that are defrauding the public. Certainly, if Safelite disagrees with my answer, they are more than welcome to contact me concerning their franchises (two) in Knoxville TN; however, as stated, they have failed to do so up to todays date.
  
  
  

  

  Business Response

  Date: 09/25/2023

  Hello, I called and left a voicemail message please reply to my email or call directly so that I may assist further. Thanks 
  
  ****** ******
  Job Coach 
  7400 Safelite Way| Columbus, OH 43235

• Initial Complaint

  Date:09/14/2023

  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.

  Transaction date September 14th, 2023. My insurance set me up to have my Toyota CHR windshield repaired for 2 chips that occurred on the highway, they do this free of charge by Safelite. I took the car there and asked them to fix them both, but they only did one, which was very well done. The second they couldn't find it and after calling them a second time they agreed to send someone to repair it to my house, the address of this complaint. The guy gave me a spiel of their 3 to 6-month warranty setting me at ease saying that any damage to the windshield was going to be covered and that I shouldn't worry. With that being said the guy proceeded to do his work. The first chip that was fixed is almost unnoticeable, this second one before the fix was less than 3/8 of an inch and very stable, didn't move in about 4 months, and can't even be focused by my iPhone due to the small size...after treatment it gre in a cross size pattern to almost 1 inch and 1/4 ... this makes my windshield less stable. They told me to exchange the windshield, it's a 250$ deductible... this is a great way of securing jobs, to actually harm one's windshield and then ask money to repair it. They warned verbally that the possibility of anything adverse happening is so low that it virtually doesn't happen, it did and now I want them to either return my windshield to the previous state or to honor their "warranty" and change my windshield to the fullest extent best quality, waiving the 250$ fee. On the Pics the size after the treatment, on the one without measuring tape, that blurred mini white speck is the lesion before being touched. Harsh lesson learned with these scammers.

  

  Business Response

  Date: 09/16/2023

  Hello,
  Thank you for contacting our office. I’m so sorry that the repair on your vehicle has failed. While we do have a very high success rate with our repairs, there is no way to determine how the already damaged glass will react to the repair process. The outcome of a repair is affected by many factors, including but not limited to:
                - The age of the damage
                - The size and location of the damage on the windshield
                - Glass is a sensitive and unpredictable material
  
  Our chip repairs are done to preserve the structural integrity of the glass and not for cosmetic purposes. If the repair fails i.e. starts to crack out further or is not visibly pleasing; Safelite offers a money back guarantee where we will credit the cost of the repair toward the replacement of a new windshield; however, your deductible or out of pocket cost would apply. If you are interested in a quote, please feel free to contact us at ###-###-####.
  
  Please see the attached confirmation to your email advising the following: Your insurance provider waives the deductible for glass repairs. Please keep in mind that repairs do sometimes fail, through no fault of the technician, making replacement necessary. If this happens, you will be responsible for paying your deductible.
  
  Thanks
  
  ******

  Customer Answer

  Date: 09/18/2023

  As explained before, the sldamage was caused by the repair. The chip was superficial and they made it deep and a crack, that didn’t existed before the so called repair. 
  

  

  Business Response

  Date: 10/03/2023

  Hello,

  We are sorry about this please see your appointment details below: Task Status:Scheduled
  Appointment:10/5/2023
  9:00 AM
  Service Type:InShop
  Service Location:1415 BROADWAY
  CHULA VISTA, CA 91911

  We are additionally cover $250 deductible. Please let us know if we can help further. 

  Thanks

  ****** 

  Customer Answer

  Date: 10/05/2023

  I accept the business's response to resolve this complaint. They have successfully exchange the windshield and calibrated it given certificate and warranty, verbally. 

• Initial Complaint

  Date:09/12/2023

  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.

  Work order number for Safelite ************ date of service was Thursday, September 7, 2023 at 4 PM at Safelite 44 S Brown Ave Casa Grande, Arizona 85122. The appointment was for my 2000 Mercedes for 430 CLK replacement of front windshield for $252.17. The reason I am contacting Better Business Bureau is how my car was returned to me there was a tool dropped on the hood of my car that left a dent as well as a 5 1/2 inch scratch, the car was filthy when I picked it up, on driver side of the door someone walked by with either keys or a tool hanging out of their pocket and we have scratches multiple scratches on our door, The exterior A pillar trim on both driver side and passenger side was not attached correctly it was actually popped off and bent, they also used a tool when taking the A pillar trim off driver side and passenger side off they put took big scrapes of paint out of my car Ion both sides of the car it’s just missing paint down to the primer hello a pillar trim on driver side and passenger side gouges. The reason they’re not attached is because clips are missing The clips were there when I drop the car off but mysteriously were gone when I picked up my car, I realize it’s a classic car but I know every inch of this car what really upsets us is they didn’t even acknowledge any of this damage to my car the windows were down the car was filthy and they were just very rude in the shop I didn’t discuss this matter with them because they were so rude and my car was so damaged I figured they don’t know what they’re doing it’s not going to do any good to talk to them so I’m talking to you about it and I’m talking to anybody who wants to use them. I feel the only thing that was truly damaged on the car that they needed to deal with was my windshield they did replace the windshield hopefully it’s in good who knows with the way that my car came back to me. I just wanted to leave with a brand new windshield and my car intact as I drove up there if they did not know how to remove the convertible top they should’ve asked for help I would’ve offered it but they didn’t! I also feel for being auto repair glass shop they should know this information they should be qualified to do so!

  

  Business Response

  Date: 09/13/2023

  Hello,
  
  Please accept my sincerest apologies for this poor 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 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. Please reach out via phone ###-###-#### or email directly.
  
  Sincerely,
  
  *******

  Customer Answer

  Date: 09/25/2023

  I received an email today from the BBB stating that they have closed the case. At this time I have sent Safelite estimates for the repairs and am waiting to hear from them. Will this impact the process or even worse prevent them from following through? Thank you,
  
  

  

  Business Response

  Date: 10/06/2023

  Hello,

  We greatly apologize about this and the fact you haven't had any updates from them after submitting the estimates. I have spoken with **** and there management team and they have agreed to pay for the estimates/work needed to be done in order to get the vehicle fixed. We will send over a ROL form that will needed to be signed and returned to us in order to get the payment setup for you. If you have questions or concerns we would be more than happy to assist with and can be reached here or at ###-###-####.

  Thanks,

  *******

  Customer Answer

  Date: 10/13/2023

  I accept the business's response to cover the cost as estimated in order to resolve this complaint.
  

• Initial Complaint

  Date:09/08/2023

  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.

  Safelite sent a mechanic to replace the broken window of my Honda Odyssey in late July. That mechanic could not fix it and broke the handle of the door as well as the non-metal frame of the door. He also broke the automatic system that helps to close / open the door. I immediately called Safelite to fix it as a part of their warranty services. They were non-responsive and snd another mechanic after more than a week who did not have any notes from the previous mechanic. I was told that the previous mechanic is no longer with them. Anyway, this second mechanic told me that he cannot do anything to fix the door as it will require a new door handle and several clips to fix the frame. He said that he will order those and come back. After another week, not seeing any response, I called my insurance Geico and explained the non responsiveness of Safelite in Richmond VA. Geico brought Safelite operator and made them to set another appointment to provide warranty service. The 3rd guy came after more than a week (on 9/2/2023)without making any appointment. He spent more than 3 hours and played with the car's automatic systems. He fixed the automation of the sliding door and told me that he was ordering a new handle and clips to fix the door. After he left, the car started to show electrical signal failures that says: "Transmission System Problem", "Collision Mitigation Problem" and some other alarms. I tried to call their numbers and they were very non-responsive. Today (9/8/2023), I called Geico again who got hold of someone at Safelite and transferred me to them. I had to explain the whole sequence of events to three separate persons and got the same answer: "We will try to get hold of the local Richmond office manager" to take care of the issue. Tis is service to its absolute worst. I am frustrated and want Safelite to understand that this is bad for their business. Even Geico should hold them accountable and take them off of their list of preferred vendor.

  

  Business Response

  Date: 09/11/2023

  Hello,
  
  Please accept my sincerest apologies for this poor 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 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. Please reach out via phone 1-800-638-8958 or email directly.
  
  Sincerely,
  
  *******

  Customer Answer

  Date: 09/11/2023

  I received a call at 11 am today from Safelite.  ****** – ###-###-####.
  

  She asked me to take my car to their shop at 3201 Rosedale Ave, Richmond, VA 23230, on 9/15/2023 around 1 pm.  THey will replace the broken handle of the sliding door and will check if the clips thay have matches with the clips needed for the door frame that their mechanic broke.  I reminded her that their third mechanic who came during the first week of September tinkered with my car's electronics to fix the sliding door's automatic sliding option.  His tinkering created malfunctioning of the electrical alert system for which I am getting continuous alerts for different system problems: "Adaptive Cruise Control Problem", "Lane Keeping Assist Problem", Transmission System Problem", Collision Mitigation System Problem", "Road Departure Mitigation System Problem", "Blind Spot Info System Problem", "Auto High Beam Problem".
  

  ****** of Safelite told me that they will check the system to fix that too.
  
  I will report back to you about the warranty services they provide and their responsiveness.
  
  Thank you for helping me out.
  Regards,
  **** *****
  ###-###-####

  

  Business Response

  Date: 09/11/2023

  Hello,

   

  We are happy to hear that there is a warranty appointment on 9/15 to have matters resolved. If you still need any assistance before or after the warranty appointment, as well If you have anymore questions or concerns we would be more than happy to help you and can be reached here or at 1800-638-8958.

   

  Thanks,

  *******

• Initial Complaint

  Date:09/07/2023

  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 had safelite to replace my windshield in January 2023. We had a thunderstorm April 2023, when I got off from work, I went to my vehicle and it was full of water. Safelite admitted to incorrectly installing my windshield and it caused electrical damage to my 2020 Mercedes. Safelite never paid for any damages for my vehicle and refuse to answer any calls or direct my info to the upper management team. My vehicle has been at the dealership for 4 months waiting on a payment from safelite. They have admitted to damaging my vehicle however no one is paying for the damages. I’ve been calling them 2-3x a week for the past 4 months and now I can’t get in touch with anyone from the business as the phone number doesn’t work.

  

  Business Response

  Date: 09/08/2023

  Hello,
  
  Please accept my sincerest apologies for this poor 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 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. Please reach out via phone 1-800-638-8958 or email directly.
  
  Sincerely,
  
  *******