Safelite AutoGlass
Reviews and Complaints

I've been a loyal Safelite customer for years and have always been pleased with their windshield repairs—until now. I understand that a windshield repair may not be flawless, but in the past, there's always been a noticeable improvement. Unfortunately, this time, I can’t even tell a repair was done. The crack looks just as bad as before, like someone dropped a rock on it.

The technician mentioned that he’d only been doing this for a year and that the team was mostly new. He also said they were no longer allowed to use the same repair methods as before, which I found concerning.

When I called customer service, I was told my only option now was to replace the entire windshield, even though it's just a small 1-inch star crack. This is extremely disappointing, especially after years of positive experiences with Safelite. I expected better.

I booked a windshield replacement with SafeLite - 4 business days between call and appointment. Gave the phone agent all information and they were to call my insurance agent to get policy number and gave them the phone number - was in the phone record. They never called, called the morning of the appointment looking for the policy number, agreed to call insurance - never did. Arrived at appointment, was told they didnt have the number, I had to call insurnace and get the number. Then, they didnt have the VIN number, told me I had a $1000.00 deductible - THAT was wrong! Poor customer service, no follow-through, and BAD information! They are trying to bill deductibles when that is wrong, no deductibles in the state for glass replacement - and SafeLite KNOWS THIS!

They did not honor warranty. First experience with them, their repair to first windshield chip did not hold and had to pay to replace a new windshield. Second windshield cracked in the heat right down the center, waited two and a half months to get glass in, and then they find an imperfection along the crack two and a half months after it started cracking, and call it an impact, so no warranty. Very dishonest, in my opinion. Curious if others have had similar experiences? Wondering if it is a more widespread problem. Feel free to reply if you had similar experiences.

My car is currently at the car dealership. They needed to replace a piece of molding. There was no visible damage to my front windshield. The service department removed the piece of molding, saw some damage to the windsheld and haulted the job. I called Safelite and they said as long as the windshield wasn't removed, it would still be under warranty. The windshield was not removed. Tried calling back to confirm this. They said call the local shop. Tried the local shop, no one answers. Tried to make a service appointment online. It got stuck on step one and never progressed. Tried to address the issue through direct messaging on website. They suggested I call customer service, I said I've done that twice. They suggested I email. Emailed and it was kicked back because it only accepts within the company emails. Tried direct messaging again. They suggested I call a different number and a person answered! Progress, right? No! They said because the dealership removed the trim, the warranty is voided. I said the guy on Friday said it would only be voided if they removed the windshield. NOPE, new story but same outcome. This lifetime warranty and their customer service is completely VOID! Never again, Safelite. We will not be doing business together in the future.

Took my car to replace the back windshield. As they prep the car they noticed they had the wrong part so I was told they had to reschedule me. They scratched the car when they were preparing the car. I came back a few days later to talk to the manager and file a complaint about what happened and to find a resolution. The manager was not friendly at all. I was told to leave the shop, they called the police on me and was told I couldn't come back. The police report states that no threats were made and nothing happened. So why did the manager have to call the cops on me? To intimidate me? So that they would not be held accountable for what they did to my car? Because of the color of my skin? Maybe a combination of all of it. If you ever have to get some work done at the location in Hasbrouck Heights NJ, be careful.

We had an unfortunate and scary event happen to us. While driving on 95s someone threw a bolder off an overpass and broke my windshield. Thankfully it didn't go all the way through!

Our insurance Amica uses Safelite and we have window protection. However, they aren't fulfilling their appointment time they gave us. We've already had to wait 3 days. Now they called at the time they said they'd arrive, to say it's too late to do it. They gave us a new date of next Tuesday!(today is Wednesday) My husband explained again that my car is especially adapted for me with handcontrols and a ramp but the associate didn't care. When my husband spoke with a manager he didn't sound like he cared either. Don't they realize that I'm stuck home until this gets fixed!? My husband thinks they should reschedule someone tomorrow since we got bumped today or send out an extra service person. This is obviously an unusual case. I can't just jump into another car or borrow one. We are Very disappointed and will try to get Amica to get us another windshield dealer in the future.

Went to appointment for rear window install on our Ford Edge SUV.

The technician came out, looked at the car and said he couldn't do the install because of the rear visor. They don't remove the visor to do the glass install because they break them. Had to go to a Ford dealer to have the visor removed. Went back to Safelite and had the glass installed.

Returned to dealer, dealer re-installed the visor and removed door panels to vacuum out the glass inside of the door. Which Safelite didn't do. Dealer noticed glass not installed properly preventing rear defogger from working. Returned to Safelite and was told that they would have to replace the new window with another.

1) Why were we not informed that a dealer needed to remove the visor?

Looking around, almost every SUV on the road has a rear visor.

2)Why didn't Safelite remove the broken glass inside of the rear hatch?

3)Why would the technician let a faulty install leave the shop?

On my out of town visit to Beaumont Texas I hired Safelite to replace my windshield. On the interstate my front glass trims started to fly off. I almost had a car accident i had to pull over to an unknown town to me with my children to purchase something to secure the trims from flying off and causing an accident. I immediately contacted Safelite and was transferred to the Beaumont location and was promised under the warranty they would replace them. I spoke to an assistant manager named Nicole Summer. She stated that since i dont reside in Beaumont she would contact the Mcallen,Tx location and order my repair. Almost one month later no reach out nothing. I go in person since i receive no answer no communication and speak to two male techs and a female receptionist named Isabell. They say they will order parts from San Antonio and will call me friday to schedule repair. While I was there I called the dealership and informed them trims were in stock and I would take them receipt for full refund they immediately stated that could not be done. I inform them i travel for work i have been waiting and my vehicle hasnt been washed since arrival due to trims being off. I receive no communication again from mcallen location. I call Saturday morning they inform me Isabell will contact me asap Monday morning. We are now Monday ive called multiple times the dealership still has them in stock and i have received no response. They no longer take my calls and my vehicle has yet to be serviced. Not only did Safelite put my children and I in danger there is no accountability and terrible customer service . Lies and laziness from your end. Terrible customer service. I will push this to the highest extent and complain to the better business bureau, I will also file a consumer complaint to the Texas office of Attorney General and The Federal Trade Commission and state my family and I have been victim to Safelite employees lies, scams, and possibly life threatening consequences due to their poor customer service.

I scheduled an appointment for March 4 and they called at 0730 to reschedule to get the windshield for the Tesla. I went March 5 and took several UBERS to return from Safelite and to pick up my car. Brian stated they couldn't get the job done. Either they didn't know how to use the FOB or the key card. And it was explained that it was already 1pm and they would not have time to two the job. This is unacceptable because I had a quote for $1207.09 which I paid online. He recommended I go to Tesla. Tesla recommended Safelite as they could not do the repair until April. I have spent money on UBERS and do not have a windshield. Is there another store I can get this done? Some place that knows how to do this?

Good day,

I recently took my car to the Honda dealership in Fairfield, California due to braking during driving. This issue had happened several times since getting windshield replaced by Safelite thru AAA. I didn't think much since it didn't happen at high rates of speeds until 7-10 days ago. I was going around 70MPH and the car just braked (no cars around, nothing running across the road, or falling branches from tress) on highway. I called and made an appointment and, in the interim, tried to have a recall issue resolved. The recall part had to be ordered but came in time for the appointment time.

The appointment was for 10:45AM on 12/17/2024. I arrived around 10:15AM on this day. Sitting in the lobby, I waited until 12:30PM to check on the progress of my truck. It was later shared that the issue with my braking issue was due to the windshield replacement, and it not being calibrated after being put in. Safelite was specifically noted. It was suggested to have the calibration completed while the car was in the service area. I immediately agreed due to the safety factor involved. I finally left the location around 2:50PM.
Upon leaving, I called AAA to speak to someone about the unprofessionalism, safe hazard entailed, uncompleted work, personal time and expenses involved due to the negligence of Safelite. The first representative stated rudely "Well, the windshield has been put in and the brake problem solved so there's no more problem". REALLY! She then states that she is transferring me to the correct department which she didn't. She put me back into the previous que. So, I had to reiterate the same story once again to another representative. This representative tells me she will send me an email so that I can attach the paperwork/photo from the dealership to the "glass claim". I went along with this and looked forward to receiving the email.

Here's the kicker! The story of the day doesn't end there: 1. Emergency on the Rio Vista Bridge/One-way traffic only 2. The location of the dealership is Fairfield, California, 3. After stopping to get something in my stomach after starting my day around 5:15AM, it's around 4:00PM 4. I'm stuck on Highway 12 for 3 hours and don't arrive to Rio Vista until 7:05PM. WHAT A DAY!

On top of that there's still no email as stated in the last conversation from AAA.

So as of 12/18/2024, I had to start the calling all over again, transferred 3 times and finally received an email address for AAA glass.

original service replace rear window on my 2019 GMC Canyon,

Tech installed Saturday Dec 7, 2024

Monday Dec 9, 2024 it rained and the rear glass leaked at the top
Called and set up warranty for repair.
Tech came out Dec 10 2024 and inspected and said since he did not have a replacement in stock in vehicle nor Lithia Springs. He did not want to remove glass to reinstall because it might break.
He spoke to a supervisor or manager while I was outside with him.
Was told would have to get a glass from their warehouse and takes about 1 to 2 days to get. and supervisor/manager would call me to set up appointment. Thursday the 12 th of Dec I got a copy of order saying was complete
Just got off phone with Montez @ Lithia Springs and he was not on duty tuesday the 10 th. So I was lied to by the tech and/or the supv/manager.
But showed no replacement ordered or anything done or noted and now I have to wait till Tuesday the 17th of Dec between 8-1
Not will to accomodate any other way and even offer to get it sooner due to their mistake.
I have never had any problems when I have had to use safelite and neither have some of my friends.
If this is not fixed ASAP I will file a complaint with Allstate insurance advicing them of this situation so they will have for their records and if necessary the BBB
Len Moon [protected] GMC Canyon

I had an appt. scheduled today for my 86 yr. old sister to have passenger door motor replaced at 1pm at 12:20pm Safelite San Jose cancelled appt.

I realize things happen but my husband traveled from Arizona to be present due to her poor vision so a 45 min. notice to cancel is unacceptable

I called Laura at [protected]

Was told not her problem

So I just got my new car and have had no problems before with my floors getting wet! I have spent over a hundred dollars and wasted so much of my time trying to figure out why my floors were getting wet! Then my mechanic said to me! Your new windshield is leaking not even thinking that was the problem since it was a brand new windshield! The person said that he had no problem putting it in! So why would I even think that was the problem! So I have been wet vacuuming my floors for months now and I'm sick of it! I just got done doing it once more while I'm at work! Wasting my time and money doing this every time it rains! So hopefully not growing mold into my mint condition interior! It was like brand new inside until all of this! So I think because of this I should get my money back or atleast pay for my car to get a full detail on my flooring!

The wear glass on my Trailblazer had exploded 3 years ago and my insurance sent me here to get it fixed. When it was done the technician came out and said that he was able to get the bolts and but he put extra adhesive on and if I had any problems come back thinking nothing of it there's a professional here we go three years later it explodes again. So I take it back to them on May 3rd to have a warranty and explain the issue and that there was a technical bulletin issued in 2006 pertaining to the new style of clip that needed to be used and the store manager in Kearns Utah refused to look at my truck refused to warranty it. Come to find out there's actually a clip missing and these clips hold everything together the bracket and the rear brake light all of it sits in one place on the hinge with c clips. Well they didn't do that now I am fighting for a warranty and all I've received is lies from the store manager, cleaning there is no other clips he called the dealership there's a recall I came in May 13th and all of that is incorrect and a downright life. We are going on almost a month here and my truck is not drivable so therefore I have a hard time getting to work and I've missed work due to this. But the complete disregard for the safety and well-being of everyone on the road is astronomical over they don't want to warranty and fix their mistake.

My name is Yerby Billingslea. I have a 2019 Audi A5 that I lease out to others by way of Turo. In other words, it is an important source of monthly income. On Jan. 16, 2024, while out on lease, a client had an incident that resulted in the windshield being damaged. I immediately contacted the people at Turo to file an incident report and was instructed by them to find a reputable auto glass repair shop, get a quote, and they would handle it from there. I chose Safelite in Macon, Ga. on Jan. 16th. They scheduled an appointment for Jan. 24th, 8 days later.

I arrived on the 24th a little before my scheduled service time of 8 am. When I told the lady at the counter who I was and why I was there, I was informed that my glass had not yet come in. She said that the problem was with the warehouse and that they were at their mercy. My problem with that is that no one took the time to call and inform me in advance that the glass had not come in. It was too late to cancel the Uber a called to meet me there to take me to work.

After not hearing back from anyone for an entire week, I took it upon myself to reach out to them to check on the part. Once again, I was told that the part had still not come in. No updates on an ETA was made available.

Finally, on Feb. 9th, an appointment for my replacement window was set for Feb. 14th (20 days after the initial scheduled service). Service was completed on Feb. 14th. On Feb. 15th my wife drove the car to work. When she got off work and got into the car, she discovered that the mirror had fallen off onto the center console. She actually had to drive the car home like that. Her commute is 30 miles one-way. She felt completely unsafe on the drive home; and for very good reason. That was very dangerous for her to do. I called the shop first thing the very next morning (Feb. 16th) to inform them what had happened. I drove the car to work because they were going to send a tech to my job to reattach the mirror to the windshield. However, he was unable to reattach the mirror because he said the glass was defective. He apologized and said he would tell someone what was going on and that someone would contact me that day to schedule a new in-house service appointment. That call never came.

For the next several days I could not find the keys to my BMW. I looked everywhere I could think of, but they were nowhere to be found. Initially, I didn't think that what was going on with my Audi, had anything to do with my BMW keys. I'll come back to that later.

I finally picked up the phone several days later and called them to get an update on what was going on. The person who answered my call apologized for not having reached out to me, but that everything had been crazy around there because they had a new manager. She set my next scheduled service for Feb. 28th at 8 am.

Back to my missing car keys. So, because I couldn't find my car keys, I had no other options but to drive the Audi back and forth to work with no rearview mirror. After racking my brain for over a week about my missing key, I decided to call the Safelite shop to see if by chance someone had seen a BMW key. The person on the phone said that a BMW key had been hanging up inside the front area for about a week. Someone there had, for whatever reason, removed my keys from my car and hung them inside. All I could do was shake my head in disbelief. I had to go by there and retrieve my keys.

Finally the 28th came. I took my car back to the shop and left it. They told me that it would be ready in about 3 hours. By the way, this would be my third Uber from there to work. I went back at 1 pm (5 hrs later) to pick up my car, but for some reason it was still in the shop. Finally the tech came in and told me that they were having a hard time getting everything to calibrate and that they were on the phone with someone trying to get it done. I couldn't wait for it so I left and went back to work. The tech called me later and informed me that they had finally gotten it calibrated, but as they was putting the mirror back in place, the housing broke again. I went back by there after work to pick up the car again. This is when I met the manager for the first time. I told him who I was, he pulled my work order, looked at it and handed me my keys. He didn't even know what had happened. When he finally figured out that there was a problem and what the problem was, he apologized and dismissed me. I had to ask him if he was going to set me up for a new service, because he seemed to not understand that I need one. The 28th was on Wednesday of last week. He set my appointment for the following Monday, March 4th. I stood there and asked him directly, if the glass would be there so soon. His response to me was, "I would not be setting the appointment if the glass was not going to be here."

I went back on the 4th at 8 am, gave my keys to the lady inside and walked out to get in the truck with my wife so that she could drop me off at work. Suddenly, the tech came running out to stop us before we pulled off to tell us that it was way too early to pull the glass back off the vehicle. He insisted that we wait another week or two to come back in to have the work done. He stated that he didn't want to run the risk of the glue getting on the interior of the car. My wife hit the ceiling! I had to calm her down because this entire ordeal is insanely ridiculous. The tech told me that someone would call me shortly with a new appointment.

And here I sit, typing this complaint and my car glass is still not repaired; and true to form, I have not heard from anyone about scheduling yet another service. And by the way, I called the Pissed Consumer Team to lodge my complaint. I was told that a District Manager would give me a call within 24 hrs. That was on Feb 27th and I still have not heard from him either.

I cannot begin to express our frustrations with Safelite. This has been the most infuriating and inept service experience that I have ever had. We have potentially lost well over a thousand dollars as a result of this stream of much needed income shut off because your company can't do the very thing that they are supposedly experts at doing. To add to the frustrations, it is not like we can go anywhere else to get the job done, because you have already been paid. We are the only ones not whole in this situation. It will soon be 2 months, and we are no closer to getting our windshield repaired than we were when we first made contact with Safelite.

Good Morning,

I am writing to say that although I received great service by Safelite on 2/6 to replace my windshield; I received my Sunpass statement yesterday on 2/22 on my birthday I may add, and there were several charges added to my transponder two days after my windshield was replacement and I have not been anywhere near a Toll in months. This is what happened, I picked my car up and saw that my transponder was missing, I walked back into Safelite and was given the transponder I was told was mine from my broken windshield. I received my Sunpass statement and saw several charges on 2/7 and 2/8. I went out to my car to see the transponder # and saw that it was not my original transponder. So now I'm pissed because I now have to write a dispute to receive the funds back. I tried calling the Palm Harbor location to speak to someone before it came to me writing this complaint. I kept getting the runaround with the call center. I finally received the direct number from the call center and no one is answering nor did they answer the call center when she called. I have never had this to happen to me and am very disappointed with Safelite in Palm Harbor at this point, I am blaming Safelite because they were the last people that had access to my transponder, somebody has it. I did report the transponder as stolen.

Had a windshield replaced May 2023, when the weather started to change there was much water on the inside of the windshield as well as a inch of water on the

drivers side carpet. The car now smells musty. We returned to Safelite the following January to have a tech look at it. He stated there was nothing wrong we should check our sunroof.

I was not happy with that explanation so we took it to another glass shop and had them replace the windshield and they told us the windshield was not sealed on either side. We again paid to have another windshield installed. We expect the money back for the first windshield and for the carpet to be cleaned and sanitized. Sincerely

Robbin Gavron

Had safelite replace windshield sept 2022 and reinstall to correct on 11/22. This week with the heavy CA rains my car 2019 Infiniti G50 experienced a failed electrical issue and Inifinti of Thousand Oaks service has estimated $4,500 to repair all damage to the electrical issues which are directly related to leaks in the windshield install. Tom Taylor. 7905 McLaren Ave West Hills CA 91304. Ph [protected]

After the initial appointment, I was told that the chip in my windshield could not be repaired, I would need a replacement. The technician stated that Safelite would be contacting me to set up a new appointment. I did not hear from them, so I reached out and was able to reschedule. The day of my appointment came and because of the frigid weather here in Muskegon, MI they called and asked me to reschedule due to the temperatures, I totally understood. I reschedule on the phone with a gentleman, and he was happy that I understood. I gave them an open time on that day. We scheduled anywhere from 8 am- 5 pm. They did not show up nor did they call. I have called and called trying to speak to someone and I get automated answering. When I finally get to the correct spot to talk to someone, the automated service said they are not able to take my call. I chatted with someone online from Safelite and they did give me the local number to the Muskegon shop, and again it goes to the automated service. Now my windshield is cracked, and I have had no communication with them whatsoever.

After my divorce in 2022, I purchased a 2020 Volkswagen Atlas from a local dealership in Prairieville, LA. Excited and eager to purchase my first vehicle without another person involved, I never noticed the windshield not having the Volkswagen emblem on it and CarFax does not put windshield replacements on the history.

Many trips to the Volkswagen dealership in Baton Rouge and thousands of dollars later, my vehicle is only continuing to have issues. Few of the items on the list of repairs: (4) all tires had to be replaced due to improper weight/unbalanced, sunroof seal replaced due to water leaking into the interior portion of the car, both doors on the drivers side have been "tightened" at the hinges, new battery, non-working cruise control due to non-calibrated front camera.

Volkswagens diagnosis... incorrect windshield for vehicle and unable to calibrate until replaced. Guess how much that replacement will cost me... almost $2500!

I finally found out that my cars previous owner replaced the windshield TWICE in less than one year with Safelite... September 2021 and March 2022. I purchased it in September 2022.

I went to the Baton Rouge Safelite location and was appauled at the service I received. The manager basically made me feel stupid for being there and said that the warranty only goes to the purchaser of the windshield. I tried to explain that this was not a cracked windshield needing replaced by warranty, this was an installation error that has caused major issues to my vehicle and money that a single mom of three can't afford! I bought this car to downsize and save money, not have a money pit like this... all because of a windshield being installed INCORRECTLY!

A week ago a tech came to my place of work and replaced my windshield. He also said he had to replace my rearview mirror. He told me "it's a Nissan mirror" even though I have a Toyota. He literally told me that if I wanted a better mirror, I could go to Car Toys. As I was at work and busy, I said ok and he left. When I went to leave work, I recognized that my auto dimming mirror that also had passenger seat airbag sensor, emergency call button, and On Star button was not at all equivalently replaced. I had a $10 piece of crap mirror. Today I went to the local SafeLite location to complain. The front desk person told me that the pre-work photos showed a cheap crappy flip mirror and that "we don't replace your mirror" and that the original was put back on. I told her the story and she insisted that the tech returned the original mirror back. I'm furious that not only was an expensive mirror stolen from me (probably to be sold for profit), but that I was treated in this way. It was assumed that I was the liar. Do I have to file a police report? What the heck? I'll be taking this places and demanding accountability. And I'll never use this company again. I'll also be informing my auto insurance company about all of this and posting this story everywhere I can.