Safelite AutoGlass review: Concerns regarding technician comment

On January 25, 2025, I picked up my vehicle from your location at 5016 Carlisle Pike, Mechanicsburg, PA, around 4:48 PM after having my windshield replaced. The service itself was great, and the technician did a good job. However, as I was leaving, the technician mentioned that anything below a 9 in an online review would result in a pay deduction for them.

This comment surprised me, and I stopped to ask the technician to repeat it. I specifically asked if he was serious, and he confirmed, stating that he had signed a contract agreeing to have his pay reduced based on online reviews.

This statement raised several concerns for me. While I understand that some jobs rely on subjective feedback, tying employee compensation to anonymous subjective feedback from customers without evidence or context seems particularly problematic. It raises fairness issues, as employees could be penalized for factors outside of their control, such as a customer misunderstanding or error. Additionally, if this is true, it could potentially violate U.S. labor laws if pay deductions cause employees’ earnings to fall below minimum wage or create an undue burden.

Moreover, the technician’s comment creates the perception of pressure on customers to leave overly positive reviews, which risks undermining the integrity of your review system. If this is not an actual policy, it may indicate a misunderstanding or miscommunication among employees that warrants clarification.

I wanted to bring this to your attention to clarify whether this is an actual policy and, if so, to request Safelite evaluate its fairness and legality. Ensuring transparency in feedback systems is crucial to maintaining trust between employees, customers, and the company.