ComplaintsforSafe Auto Glass

• Initial Complaint

  12/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Had to tell return on three separate occasions for additional repair on a broken window. He said simple cosmetic plastic was causing the air noise. Had it installed and noise persisted. Took it back a third time where the owner disregarded my point to fix the frame and plastic that was broken. The window was not fixed per instructions. He then claimed additional grinding noise was caught in the regulator and it was my responsibility to inform them to take everything out and take out any loose glass. He then proceeded to touch the car as if that was going to tell that the window was properly sealed or not. Showed him the existing damage to which he was clearly upset I said they did a bad job. He was rude, condensing and refused to fix anything further without charging me more for their poor clean up and seal job.

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Horrible Social Skills: After disagreeing with a "so called water test" perform on a disaster of a windshield installment in March. The owner/manger ask me "what language do I need to speak in order for you to understand", you'rejust looking to get something for free?, told me to take my key, and he didn't care if I was recording. After Sunday heavy rain storm, floorboards are soaking wet, has a mildew smell. Keeping in my day of windshield replacement I questioned the "gap" in between the windshield. Call the day prior to inform if leakage from rain, ask to bring it in Wed. August 16. Owner petfore a water test by opening sunroof, pouring water, stated if water drains outside then there's blockage on the sunroof and it needs to be clean. However if the water drips in the car then that's Safe Auto problem. Well the 3rd test performed water drained inside the vechile, around and along the fabric inside the vehicle. Only for the owner to say, "that's not what said, that water was from before". I'm filinng small claims, reporting this company to ************************ based on former conplaints of the lack of professionalism. The discriminatory comment of "what language do I need to speak to you in, was enough to not trust the process that Safe Auto would fix it correctly. Appointment with dealership to now excess the waterfall, carpet odor, and initial windshield repair is needed, based on Safe Auto neglect.

  Business response

  08/29/2023

  We want to address the concerns that have been raised regarding a recent windshield replacement and subsequent water test. We value the opportunity to clarify the situation and share our perspective.

  
  Windshield Installment: We take pride in delivering quality service to our customers, and we sincerely apologize if your experience fell short of our usual standards.

  
  Water Test and Communication: We understand there may have been a misunderstanding regarding the water test conducted. Our intention was to identify potential leaks after the windshield replacement. However, we discovered that the water entering the vehicle was not due to a windshield leak, but rather due to clogged sunroof drains. It's important to note that during our windshield replacement process, we do not interfere with sunroof drain plugs.

  
  Customer Interaction: Any comment that might have come across as discriminatory or disrespectful is deeply regrettable. We are committed to treating all customers with respect and professionalism.

  
  Resolution Steps: If your vehicle is experiencing issues related to sunroof drainage, we recommend consulting with the dealership to address the matter appropriately.

  
  We want to emphasize that clogged sunroof drain plugs are not a result of our windshield installation. Such issues can arise over time and are common in vehicles with sunroofs, particularly in models like Infiniti, which are known to be susceptible to drainage problems.

  
  We appreciate the opportunity to clarify this matter and express our commitment to improving our communication and services based on feedback. If there are any further concerns or questions, please don't hesitate to reach out to us directly.

  
  Thank you for your understanding, and we remain dedicated to ensuring customer satisfaction.

  
  Sincerely,
  Safe Auto Glass

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a car accident on July 1st ***** and I called my car insurance Safe auto . I filed a claim , I was advised that they have to do an investigation. I supplied the information requested. I was told it takes about **** business days from that date of submitting. It has been past that time . My vehicle has been sitting on the residential street with homes , for a month as of tomorrow. No adjuster has even come out. They have not allowed me to even get a rental , they dont offer reimbursement. They didnt give a facility to have it towed too. Its being risked getting towed , they said they wont pay if so , and asked me to secure my vehicle. My vehicle isnt drivable, and now the battery died so I cant do anything with it but leave it . It needs a flatbed truck. The claim specialist has went on a leave or vacation in the middle of this , no one seems to be able to assist without her being present. No one is handling my claim in her absence. I had to use Uber or borrow other people vehicles to get back and forth. Its hard to speak to people. My claims specialist never answers or her supervisor. No one can seem to assist. I just want my truck fixed or at least be able to get a rental at their expense. I have full coverage and they are not helping me with my claim .

  Business response

  08/01/2023

  ***************************** - this is our website. We are a family owned business in ********* *********. 

  ************************* - this is the website of the insurance company named safe auto. 
  
  This is the wrong company. We are not an insurance company. We are a auto body, glass, and vehicle repair shop. 
  

• Initial Complaint

  07/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had Safe Auto Glass install a windshield on my truck. The windshield was not installed properly. They refused to redo it. I had to have someone else install a new windshield. When I tried talking with the owner and got no where he was rude and threatened me I thought he was going to hit me. He kept calling me a crack head and other horrible names. He also altered the paper work to void my warranty I have proof of that as well. I just want my money back and the money I had to spend to *****************.

  Business response

  07/28/2023

  On October 22, 2022, the customer, *******************, came in to get his windshield replaced. Upon inspection, we noticed rust along the area where the windshield is mounted. We informed ************** that he should take the vehicle to a body shop first to repair the rust, as it could affect the tight seal of the windshield, similar to the factory installation. However, ************** declined our suggestion, stating that it was a work truck used during winter. We made it clear to him that without addressing the rust issue, we couldn't provide a warranty on the labor for the windshield replacement.
  
  Our windshield repair warranty policy is as follows:
  
  "Warranty: We include a lifetime warranty on any defects in our glass and a lifetime warranty on our labor. Additionally, we offer Unlimited Chip Repairs for any windshield replacement as long as you own the vehicle. However, please note that any rust in the pinchweld area will void the leakage guarantee, and any rust repairs are the sole responsibility of the customer. Moreover, special ordered items or appointments that have been scheduled and later canceled are subject to a 25% Restocking Fee or Deposit Fee. Also, please be aware that replacing a door glass or back glass may cause issues with locking or unlocking doors, and we may not be able to access the glass properly. This could potentially lead to window regulator problems, which we cannot be held responsible for. Finally, we are not liable for any unattended items in your vehicle."
  
  As you can see, our warranty explicitly excludes coverage for any rust-related issues in the pinchweld area where the windshield is mounted. Nevertheless, ************** returned a month later, claiming that his windshield was leaking. Despite his lack of warranty coverage, we offered to attempt a reseal free of charge, once again without addressing the rust problem. ************** seemed satisfied with our service and understanding of the absence of a warranty.
  
  A month later, he returned, once again stating that the windshield was leaking. We reiterated that we couldn't provide our usual warranty on the labor, but as a courtesy, we attempted another reseal without charging him. We also informed him that this would be the final free reseal, given that we had already performed two without addressing the rust issue.
  
  Six months after the initial repair, **** contacted us demanding a refund because he had the windshield fixed elsewhere. We explained that we couldn't offer a warranty on the windshield due to the rust situation. Unfortunately, he became irate and started using vulgar language. As a result, we ceased communication with him to avoid further abusive interactions.
  
  Sometime later, he reached out and apologized. We offered a potential resolution we informed him that if he brought back the original windshield we installed, in good condition, we could refund him for the cost of the windshield.
  
  However, approximately ten months after the initial repair, ************** called our ********* location, displaying belligerent behavior. He was yelling and using profanity towards our front desk employees, who were unaware of the situation but remained polite and respectful. They referred him to our General Manager, who had been dealing with ************** throughout this process.
  
  Our General Manager invited ************** to the shop to address the situation in person. As a family-owned establishment, we always strive to keep our customers satisfied, which included providing ************** with two free reseals, despite the absence of warranty coverage. When he arrived, he did not have the windshield with him, which we found odd. We asked him to return with the windshield and explained that we do not tolerate abusive behavior towards our employees. We emphasized that such language and conduct were unacceptable, and ************** apologized and seemed understanding.
  
  After ************** returned with the windshield, we were shocked to find it in poor condition. It had paint primer, silicone typically used for bathroom tiles, and was generally very dirty. It was far from the condition of the windshield we had originally installed. Despite our prior courtesy of offering a refund, we could not accept the damaged windshield. Reusing it on another customer's vehicle or returning it to the manufacturer was simply not possible.
  
  ************** became belligerent again, using foul language in front of our mostly female front desk staff and raising his voice at our much older employees. His behavior was causing a scene in front of other customers, making us feel unsafe and agitated. We asked him to calm down and allow us to speak, but he refused and continued to berate us, accusing us of wrongdoing and threatening legal action. Eventually, he left the facility, but not before attempting to leave the damaged windshield behind.
  
  After ****************** departure, the ********* police visited our location. Our General Manager provided the officer with an account of the situation, which was confirmed by ****************** own statement to the officer. We made it clear to the officer that if ************** were to return to our facility, we would have no choice but to trespass him from the building due to his disruptive and abusive behavior.
  
  In conclusion, we regret that ************** had a negative experience, but we followed our policy regarding warranty coverage and made additional attempts to address his concerns free of charge. We are a family-owned business committed to excellent customer service, and while we are always willing to work with our customers, we cannot tolerate abusive or disrespectful behavior towards our staff. We hope this clarifies the situation, and we remain committed to serving our customers to the best of our ability while maintaining a safe and respectful environment for both our customers and our employees.

  Customer response

  07/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *******************

• Initial Complaint

  10/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my 2020 *** 330I on 6.23.22 to have the windshield replaced and paid $566.02 invoice#SAG0043692. *** aka manager first persuaded me not to go through my insurance company because he could give me a discount if I did not. I specifically asked the manager *** if I needed to have my camera ( I-drive system) recalibrated because they replaced the windshield and he said no. Once I got in my car everything seemed fine. Once I got on the road I started getting error messages stating my sensors and I-drive system was malfunctioning and the shop was already closed for the day and I couldn't go in the morning because I had to head back to *** for work. On 6.26.22 I scheduled an appointment for the soonest available. On 7.20.22 I took my car to the *** dealership for regular maintenance and to get my camera checked. *** stated the kafas camera was not properly mounted. Tech also noted the rain sensor mount was broken off and surface pad missing and quoted me $900.00 to fix it. I immediately called Safeauto glass and spoke with *** to explain what was going on with my car and what the *** tech said at the dealership. He had no remorse at all and sated why did I wait so long. I explained I had to head back to *** for work and I got the car in the dealership as soon as their availability allowed. *** stated, *** is just trying to get your money and I do not have time to argue with you and you're gonna have to send me an email to *********************************** I immediately sent an email aon 7.21.22 at 10:01am and received no response. I called on 7.23.22, no answer and the mailbox was full and unable to leave a message. I sent another email on 7.26.22 at 9:09pm and I still have not received any correspondence from the business. I would like the business to pay for the repair of my camera and broken rain sensor.

  Business response

  09/06/2022

  Hello, 
  
  We are very sorry for this experience you've had with us. I am one of the ************* Agents that was assigned to your case. Since reviewing your complaint, I was attempting to locate your work order. The one on file we have for you and the *** is deleted. Please advise I have received the receipt and I will be escalating this issue to upper-level management and ask that they reach out to you right away. Please reach out via phone ************** or email directly if you have further questions. 
  
  Sincerely,
  ******

  Business response

  10/10/2022

  Hello, 

   

  This is being handled by a different area---- ********************************
  
  Hello, 
  
  Please send your *** invoice to the above email address for Reimbursement. This is the Team that would handle this and they can be reached at ************. Please reference Referral Number: ****** in your email to them as well. 
  
  Thank you
  ***********;

  Customer response

  10/11/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 17755280
  
  I am rejecting this response because: 
  My complaint is against Safe Auto Glass in ********* not Safelite. Please send to the correct company.
  Regards,
  
  ***************************

  Business response

  10/14/2022

  I have reviewed the attached letter and complaint. The customer, *********************************, came to my business to replace his windshield. He was given a quote prior to coming in for his appointment. He was informed that his windshield being replaced has a rain sensor and lane departure camera. There were additional charges for this and he did not want to spend more than the amount of $566.02, which is just the windshield, labor, and glue. He said he did not need to replace the sensors because "it's electronic." He also stated that someone told him it did not need to be replaced. The vehicle would have to be taken to the dealership so that they could recalibrate the camera and he did not want to wait since he needed to leave out of the state. He then said "I will get it done in NY." He did call after the windshield was replaced and said the sensors were not working properly. I informed him in my shop that the sensor pad needed to be replaced, and I repeated myself over the phone. He was in NY when he called, so I told him he can go to any auto glass shop and they'd be able to replace the pad for no more than $40. Instead, he took the vehicle to *** and the technicians told him the rain sensor is "broken and will be $900." They want to replace the whole windshield instead of replacing only the rain sensor, which is a small pad. This is something simple that can be done in 20 minutes. I did not charge him for the sensor pad or the recalibration, which is why it is not shown on his invoice. I attached the original invoice and a sample so you can compare the parts replaced. 
  
  
  I try to help all of my customers and give them a great price on the glass and installation. I never persuade my customers to not go through their insurance. We explain to them that we deal with all insurance companies and have no problem with setting up a claim. We actually get paid more through insurance. 
  
  
  Please see attached invoice and sample quote. Thank you.
  
  
  ***************************

  Customer response

  10/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear 

  This is a fabricated story and I was never offered any services mentioned above. And according to *** the rain sensor was broken during removal of the windshield see the attached estimate. 
  
  Regards,
  
  ***************************

• Initial Complaint

  10/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my 2020 *** 330I on 6.23.22 to have the windshield replaced and paid $566.02 invoice#SAG0043692. *** aka manager first persuaded me not to go through my insurance company because he could give me a discount if I did not. I specifically asked the manager *** if I needed to have my camera (Idrive system) recalibrated prior to getting my windshield replaced. His response was no. Once I got in my car everything seemed fine. Once I got on the road I started getting error messages stating my sensors and Idrive system was malfunctioning and the shop was already closed for the day and I couldn't go in the morning because I had to head back to *** for work. On 6.26.22 I scheduled an appointment for the soonest available. On 7.20.22 I took my car to the *** dealership for regular maintenance and to get my camera checked. *** stated the kafas camera was not properly mounted. Tech also noted the rain sensor mount was broken off and surface pad missing and quoted me $900.00 to fix it. I immediately called Safeauto glass and spoke with *** to explain what was going on with my car and what the *** tech said at the dealership. He had no remorse at all and stated why did I wait so long. I explained I had to head back to *** for work and I got the car in the dealership as soon as their availability allowed. *** stated, *** is just trying to get your money and I do not have time to argue with you and you're gonna have to send me an email to *********************************** I immediately sent an email aon 7.21.22 at 10:01am and received no response. I called on 7.23.22, no answer and the mailbox was full and unable to leave a message. I sent another email on 7.26.22 at 9:09pm and I still have not received any correspondence from the business. I would like the business to pay for the repair of my camera and broken rain sensor.

  Business response

  10/12/2022

  Good morning, 
  
  
  I have reviewed the attached letter and complaint. The customer, *********************************, came to my business to replace his windshield. He was given a quote prior to coming in for his appointment. He was informed that his windshield being replaced has a rain sensor and lane departure camera. There were additional charges for this and he did not want to spend more than the amount of $566.02, which is just the windshield, labor, and glue. He said he did not need to replace the sensors because "it's electronic." He also stated that someone told him it did not need to be replaced. The vehicle would have to be taken to the dealership so that they could recalibrate the camera and he did not want to wait since he needed to leave out of the state. He then said "I will get it done in NY." He did call after the windshield was replaced and said the sensors were not working properly. I informed him in my shop that the sensor pad needed to be replaced, and I repeated myself over the phone. He was in NY when he called, so I told him he can go to any auto glass shop and they'd be able to replace the pad for no more than $40. Instead, he took the vehicle to *** and the technicians told him the rain sensor is "broken and will be $900." They want to replace the whole windshield instead of replacing only the rain sensor, which is a small pad. This is something simple that can be done in 20 minutes. I did not charge him for the sensor pad or the recalibration, which is why it is not shown on his invoice. I attached the original invoice and a sample so you can compare the parts replaced. 
  
  
  I try to help all of my customers and give them a great price on the glass and installation. I never persuade my customers to not go through their insurance. We explain to them that we deal with all insurance companies and have no problem with setting up a claim. We actually get paid more through insurance. 
  
  
  Please see attached invoice and sample quote. Thank you.
  
  
  Talib "***" **********

*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. ↩