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.

close

Find a Location

Safelite Auto Glass, Inc. has 649 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Safelite Auto Glass, Inc.

  7400 Safelite Way Columbus, OH 43235-5086

  
• 

  Safelite Auto Glass, Inc.

  1670 Harmon Ave Ste C Columbus, OH 43223-3350

  
• 

  The J.N. Phillips Company, Inc.

  11 Wheeling Ave Woburn, MA 01801

• 

  Safelite Auto Glass

  421 Warren Ave Portland, ME 04103

• 

  The J.N. Phillips Company, Inc.

  1248 Route 28A Bourne, MA 02534

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:04/15/2023

  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 crack in my front windshield so I had it replaced at SafeLite. After They replaced it they noticed it had an air bubble causing a warped view and needed to be replaced. They apologized for the inconvenience and replaced it the next week (all replacements needs to be 7 days apart due to the adhesive they use). When they installed windshield number two it had a crack in it. Again They apologized and had me come in for me 3rd windshield replacement the next week. This time the Assistant Store Manager *** ***** apologized and offered to reimburse me for Ubers to and from SafeLite so I ddint have to sit there for hours. I agreed and had a total of $48.86 in Uber charges. Currently *** ***** is not returning my phone calls, emails, voicemails and messages I have left with the staff there to call me back to reimburse me. Additionally the quality of the seal on this windshield is poor. You can see multiple bubbles around the frame and rear view mirror. I had to go back again to have them vacuum out the broken glass they left in the car. Im requesting what ***e ***** and myself agreed to which was $48.86 in reimbursement for Uber fares. The poor quality of their work and needing 3 replacements is unacceptable in my opinion.

  

  Business Response

  Date: 04/17/2023

  Thank you for contacting our office. I’m sorry to hear this. So that we may better assist you, please provide the full name as listed on the order, the year make and model of the vehicle, the work order number if available, and the telephone number listed on the order. Unfortunately, the information provided does not pull up your order. If you need immediate assistance, please call *************

  Customer Answer

  Date: 04/18/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 19940194
  
  I am rejecting this response because: 

  follow up with complaint ID 19940194. The original person that dropped the car off was ******* **** and it was a Audi q5 2021. I had a crack in my front windshield so I had it replaced at SafeLite. After They replaced it they noticed it had an air bubble causing a warped view and needed to be replaced. They apologized for the inconvenience and replaced it the next week (all replacements needs to be 7 days apart due to the adhesive they use). When they installed windshield number two it had a crack in it. Again They apologized and had me come in for me 3rd windshield replacement the next week. This time the Assistant Store Manager *** ***** apologized and offered to reimburse me for Ubers to and from SafeLite so I ddint have to sit there for hours. I agreed and had a total of $48.86 in Uber charges. Currently *** ***** is not returning my phone calls, emails, voicemails and messages I have left with the staff there to call me back to reimburse me. Additionally the quality of the seal on this windshield is poor. You can see multiple bubbles around the frame and rear view mirror. I had to go back again to have them vacuum out the broken glass they left in the car. Im requesting what ***e ***** and myself agreed to which was $48.86 in reimbursement for Uber fares. The poor quality of their work and needing 3 replacements is unacceptable in my opinion.

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

  Customer Answer

  Date: 04/20/2023

  BBB dispute missing message
  
  * * <*******@gmail.com>
  Tue, Apr 18, 6:18 PM (2 days ago)
  to disputeresolution
  
  Hi there, 
  I wanted to add a message for complaint  BBB complaint ID ******** Safelite Auto Glass, Inc.. 
  The person the original paperwork is under is ******* ****. The car was an Audi Q5 2021.Dates windshield was fixed 3/26, 4/2 and 4/9
  

  
  

  

  Business Response

  Date: 04/21/2023

  Hello, 

  Please see the attached confirmation of payment. 

  Thanks 

• Initial Complaint

  Date:04/14/2023

  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.

  -Went in on 01/12 for glass chip repair included windshield wiper replacement for lasting results at the safelite autoglass ***** * ****** ***** ******** ** ***** -Constantly raining in CA noticed that the windshield wipers weren’t gliding as smoothly as my previous ones. Once it stopped raining I noticed there were scratches on my windshield - I submitted an online form at “****************” on 02/26 addressing my concerns Never got a call back - I called safelite on 03/30 at 3pm to their 1*********0 number letting them know about my situation, they transferred me over to the shop that did my service and I spoke to front desk, she said the manager was not in but that she will give me a call the following day, latest Monday Til this day I have not received a call back It’s been raining and I haven’t been able to drive my car

  

  Business Response

  Date: 04/17/2023

  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: 04/25/2023

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

  

  Business Response

  Date: 05/15/2023

  Hello, 

  We have escalated this matter to field management and they have been in contact with the customer. Please let us know if we can help further. 

  Thanks 

  Customer Answer

  Date: 05/15/2023

  [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:04/13/2023

  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 installed a new windshield for me and in the process the following parts were either broken or not installed at all: rear view mirror wires were cut, the automatic defrost wires were cut, the seal that goes between the dash and windshield wasn't reinstalled, two pieces of windshield trim was bent, and the hardware that fastens the top piece of window trim was broken and just recently the trim was lost on the road. Every step of the installation process left damage. Last of all, the windshield leaks water through the top seal. I really don't want Safelite working on my vehicle again. I would be happy if they could reimburse me for the damages and for the cost of original manufacturer parts plus installation.

  

  Business Response

  Date: 04/17/2023

  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: 04/19/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 19933753
  
  I am rejecting this response because: I have spoken with safelite three or more times about this matter. Safelite customers shouldn't have to go through this to get the quality service that they guarantee.
  
  Regards,
  
  ***** ******

  

  Business Response

  Date: 06/08/2023

  Okay great thank you the check for $500 will be sent via fed ex to: *********** ****** *** ***** **** **** *** ******* ** ***** Please expect delivery on 6/14- Wed. 

   

  Thanks

  ****** 

  Customer Answer

  Date: 06/09/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 19933753
  
  I am rejecting this response because: still trying to close the matter.
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:04/13/2023

  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.

  January 11, 2023, I did a quote online with Safelite. I did not make an appointment at that time because they were higher than competitors. I received an email with a discount of $50 if I scheduled with them. So I did. My total bill was $1,154.49 which included calibration. My appointment was for Jan. 17, 2023. I received a call the day before and they had to reschedule because of damaged glass. Every week they would call me to reschedule. They asked to verify my VIN number and asked me about my heads up display and lane assist in the car. They also asked if I had night vision, which I dont. In February, they started pushing my appointment out 2 weeks. They didnt want to cancel me because that would have initiated a refund, since I paid in full back in January. Finally, I am able to get my windshield replaced on 2/22/23. I drop my car off. 2 hours later I get a call from Safelite that it will be an additional $200 to calibrate my windshield because they didnt know I had 2 cameras in my windshield. I have provided information on my car as well as the VIN number several times. How come no one told me BEFORE the work was done? I already paid $450 for the calibration, now you want an additional service fee of $200 because Safelite didnt know? Thats not my fault. They had more than enough time to review the details of my car (2015 S550 Coupe). I asked for my car back, but they already recycled the old windshield. I cant afford another $200 for an issue that was THEIR fault and NOT MINE.

  

  Business Response

  Date: 04/14/2023

  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: 04/14/2023

  [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. Thank you fir your time and attention to this matter. It has since been resolved. Thank you again.
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:04/13/2023

  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.

  Following a rock chip on the freeway , Safelite was scheduled through our insurance provider. The tech arrived onsite shortly after the scheduled time. During the repair the windshield was further cracked by the tech to the point it would need to be replaced instead of repaired. Reached out to both the corporate office and the local manager for a remedy to the issue, neither would oblige. I signed no documents in regards to accepting the additional damage and will now be required to file a small claim against the business to recoup costs for a full replacement.

  

  Business Response

  Date: 04/17/2023

  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: 04/27/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 19933182
  
  I am rejecting this response because: I have not received a call from the representative as mentioned in their response. 
  
  Regards,
  
  ***** *********

  

  Business Response

  Date: 05/08/2023

  Hello, 
  
  We are sorry for this trouble and are willing to send a refund offer as good will gesture of $150. Please let us know if this offer is accepted and where to send the payment to. 
  
  Thanks 
  
  ****** 
  
  1-800-638-8958

  Customer Answer

  Date: 05/08/2023

  [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 response to resolve this complaint contingent on their commitment to the partial refund. Please use the following address.

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

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

• Initial Complaint

  Date:04/11/2023

  Type:Product 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 replaced my back windscreen and side passenger window on November 5, 2022. I shortly after saw a distortion in both pieces of glass. I arranged a warranty replacement in which a tech came and cleaned the glass. The distortion remained. So I arranged another warranty replacement in which the tech just checked regarding a leak. Still no glass replaced and the distortion is still an issue. I contacted the company requesting a refund so I could get the glass replaced by someone else sinc they were not replacing my glass. I have since written two more times and not heard back. I would like a refund so I can go to a local jeep dealer and get the two pieces of glass replaced properly with quality glass and be able to get decent service if there are any further issues.

  

  Business Response

  Date: 04/13/2023

  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: 04/21/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 19924241
  
  I am rejecting this response because: The company never called or contacted me in an effort to resolve this issue and I don't want to accept their resolution until this is actually resolved. Please, I just want a refund so I can get my glass fixed with my local jeep dealer so I don't have to deal with this anymore. 
  
  Regards,
  
  ****** **********

  

  Business Response

  Date: 04/21/2023

  Hello, 

  Please advise if you accept the maximum refund in the amount of $150 this is all that is approved to send back as a good will gesture. If approved we have a document to sign and we can send the check out to you at the confirmed address. 

  Thanks

  ****** 

  Customer Answer

  Date: 04/27/2023

  [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:04/10/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1st appointment order wrong windshield 2nd appointment order wrong windshield 3rd appointment order correct windshield but no molding was with it Waiting for call about 4th appointment 2022 Toyota Rav 4 Concerned whether Safelite will be able to install and calibrate correctly when there’s something lacking when you can’t order and confirm your parts are correct

  

  Business Response

  Date: 04/10/2023

  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: 04/12/2023

  Middle of March windshield orded 1st appointments wrong windshield Ordered again 2nd appointment wrong windshield Ordered again 3rd appointment right windshield no molding parts Waited a week no call back Called 4/12 molding in short 6 inches shop not if if that is the way it’s supposed to be Was told they have no manager here
  

  
  

  

  Business Response

  Date: 04/14/2023

  Hello - 
  We spoke with the store who confirmed that we have verified all of the parts and were able to schedule your final appointment for 4/18. If you have an further questions or concerns, the store can be reached directly at ************. Feel free to reach out to us at Customer Care as well, our phone number is **************.
  Thank you
  ****** 

  Customer Answer

  Date: 04/17/2023

  [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:04/09/2023

  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.

  Please make sure this complaint is sent to the corporate headquarters. I drive a luxury vehicle, which I take the outmost care of, and expect all technician who work on my vehicle to do the same. Safelite replaced my windshield on March 23rd 2023. The following day, I noticed that the paint on the footboard driver side, on which he had climbed on many times without protecting the area, was all scratched, which he caused. One of the female employees at the Pasadena store did the same thing a few days prior, and I made a comment to her about it. Also, I am not sure what kind of chemicals the technician used that day to clean the windshield and the windows when he was done, but there are greasy smudges all over the windshield and the windows, which I have cleaned several times and still cannot get rid of. I visited the Pasadena store on March 27th to talk to the manager, I was told he was on vacation until April 6th and I would have to wait until he is back, which is ridiculous, he should have someone cover for him for matters like this, especially being gone that long, that is totally unprofessional. The person who helped me was ****** ******, she took pictures and told me ***** ****** the manager would be in touch as soon as he is back on April 6th. I also emailed him about the issue including some pictures of the damage. I have not heard from him to this day. On April 7th, I called customer service who put me on hold and got on he phone with him, I was told he stated he would give me a call later on that day, I am still waiting for that call ! This is not a way to treat a customer, it looks really bad, especially in a situation such as this. Very unprofessional ! I am requesting that someone from the corporate office contact me through the BBB to discuss further, I am also requesting that the scratches caused by the technician are repaired and also that a proper cleaning of my windshield and windows is done, to get rid of those smudges and stains on the glass.

  

  Business Response

  Date: 04/10/2023

  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: 04/10/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 19915075
  
  I am rejecting this response because: 

  Hello,

  first of all, I requested to be contacted by someone at the corporate office, and second, nobody has contacted me today. I have been trying to get this matter handled since March 27th !

  Is somebody going to finally "wake up" and handle this or do I need to seek legal counsel ?

  This is by far the worst customer service I have ever experienced ! As a matter of fact, there is no customer service at Safelite, it is nonexistent !

  I drive a luxury vehicle that this company just damaged by one of your technicians, is that not a good enough reason for employees of this company to do everything in their power moving forward to fix this unpleasant experience ?

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

  

  Business Response

  Date: 04/21/2023

  Hello, 

   

  We are escalating this matter to the Regional President in this area and we are requesting an estimate from you as well. Please submit that when it is received and we will follow up.  

  Thanks

  ****** 

  Customer Answer

  Date: 04/23/2023

  [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 am now in contact with one of the Vice Presidents who has agreed to the repair and will assist me further.

  She also stated she would take appropriate disciplinary action with the Pasadena store manager.

  This complaint can now be closed.
   
  
  ******* ******

• Initial Complaint

  Date:04/07/2023

  Type:Product 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.

  What seems like an eternity ago, I went to Safelite Autoglass in New London, CT to have my windshield replaced. During the windshield installation, the techs improperly removed the windshield garnishes from my 2016 Mazda Miata, causing them to fly off the car on I-95 shortly thereafter. I had contacted Safelite and was linked to ******** ****** with the following email address, ***************@safelite.com. To fix the issue, I bought windshield garnishes and placed them on my Miata. I sent the receipt over to ******** where she said on 3 different occasions that I should be receiving a refund for the product, but never had. I linked screenshots of our email conversation. I am not asking for the cost of labor, I’m not even upset anymore that Safelite recklessly ripped the garnishes off of my beautiful little Miata. I just want the $211.86 that was promised to me by ******** and Safelite. Communication has also been flawed, with no updates on where things currently stand without me having to reach out. Last email I received from ******** from Safelite was January 13th, 2023 without a resolution. I waited and was as patient as can be, but figured it was time to try a different avenue. Thank you. ~******* *****

  

  Business Response

  Date: 04/10/2023

  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: 04/12/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 19910219
  
  I am rejecting this response because: still no call/resolution despite business response that I would be contacted right away. Will accept and close complaint once I have been refunded. Thank you. 
  
  Regards,
  
  ******* ***** Jr

  

  Business Response

  Date: 04/13/2023

  Hello - 

  Just to summarize our conversation on the phone this afternoon, we are sending a check in the mail to you for $211.86 to 
  ******* *****
  **** **** ** *** ***** ** *****

  If you don't receive anything within 7-10 business days, please feel free to give us a call at Customer Care at **************, so we can follow up. 

  Thank you for your patience and have a great day -

  ******* 
  Customer Care Representative

   

• Initial Complaint

  Date:04/06/2023

  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.

  Extremely disappointed with the service provided by Safelite. As recommended per my insurance company I scheduled an appointment through Safelite to replace my windshield (had a thin crack alongside the bottom of the glass-there was no visibility issues), only to find that the new windshield provided was extremely defective and dangerous. I called Safelite once I arrived at work and advised them of what happened, they have given us the run around and are now requesting I pay an additional fee of $177 to get the same Lexus windshield I originally had, I had already paid by $500 deductible. I have little confidence in their ability to correct the situation and am saddened that the quality of glass they use is so poor. It truly is a safety hazard, they placed my life and the life of others in danger by not properly examining their products.

  

  Business Response

  Date: 04/07/2023

  Hello,

  We appreciate you taking the time to reach out to us with your concern, I’m 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.  I'm glad to see you have a warranty appointment scheduled for 4/11/23, so we can replace the defective glass as soon as possible. Please feel free to contact Customer Care at ************ if you have any further questions or concerns. 

  Sincerely, 
  ******* 

  Customer Answer

  Date: 04/14/2023

  
  
  Complaint: 19904373
  
  I am rejecting this response because:

  there has been no follow-up, I got ab abrupt call letting me know the appointment was CANCELLED. Please help- this is extremely unprofessional

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

  Customer Answer

  Date: 04/19/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 19904373
  
  I am rejecting this response because: 
  Hello,

  After two weeks of dealing with this, I received  a call from an employee now stating that the amount he and the store manager quoted me of $177 was wrong and that it will actually be $518. This is completely unprofessional, there has been little to no communication in the prior weeks and then we get this call? We have asked countless times to have the store manager and the district manager give us a call. It feels like a complete bait and switch, they quoted $177 two weeks ago- which I agreed to pay on top of my $500 deductible which has already been charged and now this. I ask that management review this request and cover the difference. That is the least that could be done, after installing a defective windshield and ignoring our request for communication, not being able to drive my vehicle has been a real burden on my family. This is the worst customer service I have EVER received. 

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

  

  Business Response

  Date: 04/20/2023

  Hello, 
  
  We are very sorry for this experience you've had with us. 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,
  *******