Safelite AutoGlass Headquarters

Very disappointed in your company. About two months ago I needed my windshield replaced in my 2021 Escape due to a crack. You came out to my home for the repair and only had an aftermarket windshield. I asked the technician if this would present any issues not replacing it with a Ford OEM, and the technician said no it will work fine. He replaced it, recalibrated the camera, took it for a test drive and says it is good to go everything works with the windshield camera and lane keep functions. The first time I drive it later that day, the windshield camera and lane keep features are not working. Your technician saying it is working when clearly it is not, is totally unacceptable. I call safelite and they recommend I take the car to the physical shop. I go to the shop on my day off and essentially waste the first half of the day. The same technician tried to recalibrate the camera to no avail. He basically ends there and tells me to take it to the Ford dealership acting like there is something wrong with the car. That is also unacceptable. Clearly your technicians are the ones that messed up the camera. But, what choice do I have? I take the car to the Ford dealership hoping they can fix it under the factory warranty the car has. They have the car for over two weeks trying to figure it out and they eventually come back to me saying the car has an aftermarket windshield from China and the cameras on that car don't work without a Ford OEM windshield. So, I get the car back and call Geico telling them your company messed up my car and it is unsafe. Geico schedules a warranty repair appointment with your company. Knowing how messed up your company is already, I call the shop to confirm they are going to replace the windshield with a Ford OEM windshield, and to confirm they actually have it in stock. I explain the situation over the phone and the associate at the shop is totally clueless. He knows nothing about my appointment stating it requires a Ford OEM windshield replacement. And then proceeds to say the Ford OEM windshield will make no difference and he has never heard of this. I call Geico back stating Safelite has made my car unsafe and isn't understanding the problem. Geico calls Safelite back and makes it clear Safelite is to replace the windshield with an OEM. Today a different Safelite technician comes out to finally replace the windshield with an OEM. I explain everything and what the car is doing, and he immediately acknowledged my Escape doesn't work with an aftermarket windshield. He puts the OEM windshield in and takes me on the test drive with him, and the cameras work fine finally. How ignorant is your company? How do you not know an aftermarket windshield isn't compatible with various car models when all you do is replace windshields? And then, once you put in the aftermarket glass and the camera isn't working, your company sits there like a bunch of inept fools not thinking well gee, maybe it needs and OEM. Completely unacceptable business model you have. Nothing like your commercials. You waste my time, you waste Fords time, and you clearly are not smart to realize you are wasting your own time and money as a company.

If I could put zero stars I would. I got my windshield on 2024 rav 4 fixed in January of this year due to the severe cold weather leading my windshield to crack. I initially called the Toyota dealership (because I have a warranty) but they informed me they had over 1,000 back orders due to the severely cold weather cracking windshields…they suggested Safelite. I went and 5 months later my rain sensor fell. Took it to get “fixed” and two months later it fell again. Last month I had to take it back for a third time and it was not fully stuck to the glass so I took it back again. This past weekend the same issue occurred so I took it to the Toyota dealership and was told that it wasn’t covered under warranty because of another company’s mistake. I figured I’d go to a different safelite location and this time the SAME DAY I had issues. It was no longer loose or falling but my windshield wipers were coming on by themselves. I went back the same day and was told it was now fixed but if for some reason it acts up I may need a new windshield. Guess what? Today the thing is loose. If I may need new windshield why not do it the first time?? 6 times between two places (Willingboro, NJ and Cherry Hill, NJ) is nuts!! And each time I have to take off of work. I’m this close to suing! This is outrageous!

Let me start off by saying NEVER AGAIN. This place is the worst ever! I had a scheduled appointment at the reading location. The lady at the front desk did not acknowledge me at all I had to say something in Oder for her to ask me how she help me . The had took my car in and pulled it back out 20 mins later saying that my car was to new and that they couldn’t do it and they had to order the part from the dealership. Mind you they already know what kind of car I had prior to coming in . Waste of gas n time . I left upset and they said they was gonna call me when the part came in to replace my windshield. 2weeks go pass no call. I took it upon myself to call them mind you this claim been open since the beginning of September . They said the part was there and they shipped it back because they wasn’t sure I still wanted it done like what … I never said anything like that . So they took it upon themselves to send it back instead of calling me great customer service. Then they rescheduled me and order the part again and I came out again and the install my window but couldn’t do the collaboration. So now I have lights on my dashboard and the window installation was horrible smh I’m like for the love of god . I will never and don’t recommend reading location to anyone. I will be reaching out to my insurance company as well . The glass in the picture is not pushed in all the way . Just horrible

TERRIBLE EXPERIENCE...Two weeks ago a had a 9:00 appt to replace my windshield at your Richmond, VA location on Hull st. I left my car and they said it would be done in a few hours. At 2:00, I got a call from the call center saying the windshield for my car was delivered, however it was damaged. Why at 2:00 are they just finding this out when I had a 9:00 appt? I was told they had no appts. open on Friday but could do it on Monday. The windshield was completely smash and unsafe to drive so I left my car with them. On Monday I had not heard anything, around 3:00 I called them. They have a terrible system where you can't call the shop, all the calls go to a call center. I was told the tech was working on my car and she guaranteed it would be done by 5:00. I live 30 mins away and had to get a ride. When I went to get my car the guys at the front desk all looked confused??? I was told after I told my ride they could leave, that they had not started my windshield yet but.... someone would stay late and "knock it out". I told them, they had my car for the last four days and I didn't want them to do a rush job. I was promised they tech would do it right and it would take about two hours. I wasn't planning on sitting around a closed glass shop all evening, but I took a seat. About five mins later a guy from the desk pulled up a chair next to me and said, he was so sorry, but they didn't have my windshield and they needed to order one and he promised it would be done in the morning. I'm now looking at taking an Uber ride home and back in the morning $$$. For my inconvenience he offered me a set of new wipers ($20 value). He didn't even know my car was only three months old and new wipers was the last thing I needed at that time. This shop is not run well and management needs to step up and make some drastic changes. When I finally got my car on Tuesday (I went without a car for 5 days) I was asked to give the tech that did the work a 9-10 star review. I will never go back to this shop. 1

I contacted my insurance company about two Rock chips in my windshield. They contacted Safelite who sent out a technician to me at the end of 2023. The guy showed up in his car. When I went out and showed him where the chips were located, he got in his car and left. Never saw him again. Each one of the chips were less than the size of a quarter. I work out of town and when I came back and saw that they had never done the work I contacted them at their office and they never contacted me back. I went back out of town and when I came back in May I still hadn't heard from them so I went to go see the manager who refused to do anything about it. Stating that he would refund the money to my insurance company. Then he offered me a discount of only $400 to replace the glass which has now shattered across the windshield because the chips were never fixed. What more can you say? You can't get anybody on the phone. There is no telephone number to reach. You asked for customer service and they give you a list of options that do not include talking to anyone. I'm very unhappy with the situation and told my insurance company that they should stop using them. Maybe I need to make a few more calls to usaa?

My first experience with Safelite was not so good. The first thing my mother had to deal with was a piece of ice fell from a semi trailor and cracked her windshield on her 2011 Malibu. The second thing she had to deal with is reporting it to her insurance company at which time they recommended Safelite. This is when all the negative ordeal started. Safelight made an appointment to come out on feb 14, and on that day it rained in the morning and her appointment was between twelve pm and six pm. During her appointment time it was not raining but they call and rescheduled the appointment until the next day at the same time. On feb 15, we waited for the technician he called at three thirty pm and said he would be here in thirty minutes. After waiting until four thirty and the technician not arriving I looked on there web and they had sent the guy to the wrong address and I knew it was on there end because all our information was correct on the information they sent to us. So i called them to see what was taking him so long and the operater was like its my fought that he went to the wrong address but while talking to her the technician arrived so I thought this nightmare was over. To my surprise the technician came back to my door to imform me that he was having a problem with the glass he brought out to replace my mothers windshield and he would not be able to do the work after all. Now im frustrated but I kept my composure, he informed me that he would have to reschedule and the rescheduling date was Feb 23rd. I'm very frustrated now because this problem has been caused by Safelite but they are not trying to quickly solve the problem they are making me wait another week. I don't think that they should make my mother suffer for something that Safelight caused, it was two days that this job could have been done and now they are putting it off another week and its an insurance job, her insurance recommended this company. Now I know that this is not the way to treat a new customer and hope that no one else has to go through this. Thanks for hearing my complaint