Safelite AutoGlass

This has genuinely been the worst experience I have ever had with a business in my entire life, and it's truly disheartening. I pre-paid for a rear windshield replacement on 3/26 that was scheduled for 4/5. On 4/2 I received a phone call from the local shop telling me the incorrect glass was ordered for our vehicle, so now I had to pay them an additional $145. That wasn't happening, so I contacted customer service, and they agreed to honor the original quote/what I pre-paid, which was all well and good, but now they had no idea when the glass was going to actually be delivered to the local store. It's 4/10, a full 15 days since we originally called, and there is still no repair date in place. I've called customer service over and over, and all they can do is tell me the glass isn't in yet. They also told me I should have been notified the glass I needed was not immediately available the day I made the appointment. It took them a week to do this. Had we known it was going to take this long, we may have made the choice to go with a different provider, but now that's not really an option. Our vehicle is older, but it's a Toyota sedan--it is not some expensive rare vehicle, it's literally the manufacturer with the highest number of sales in the world. We have a rental car for the time being and need to keep extending it indefinitely because there's no end in sight. You are much better off using a local provider, because they rely on your satisfaction as a customer to stay afloat. We chose Safelite because it was the soonest we were told we could get a repair, but obviously they do not stick to the dates they schedule. Update 4/11: I’ve filed a formal complaint with the Consumer Protection Division of the Office of the Attorney General

I've had Safelite replace windshields at my home and they have done great. This time I had to have one replaced at the Gainesville location because it was on a Tesla and the camera had to be recalibrated. I had to pick the car up after hours on my way back into town. The first time I dropped it off, they called me 3 hours later to tell me that the new windshield that arrived the day before, was cracked and we would have to reschedule. The job was rescheduled and completed. When I picked the car up after hours, there was trash and dust on the dash and in the seats, and fingerprints all over the inside of the windshield.

This is the third time I have had a terrible experience with safelite in Gainesville. They messed up installing my back glass, did a bad job on my windshield but said they would warranty it. Technician showed up in a bad mood as soon as I talked to him. Found a reason not to warranty because there was “ a foreign substance” behind my windshield. The last people who touched my windshield was safelite. I told him that and the technician basically called me a liar and said he knew I did something to the windshield. I DID NOT. Then told me he voided my warranty. Got back in his truck and left. I’m pretty sure he made some type of hand gesture at me off when he was leaving but of course he did it after he was behind some tint for plausible deniability. TERRIBLE CUSTOMER SERVICE 3 TIMES IN A ROW!

Excellent experience. Fast, proffessional and easy. From the initial insurance claim, to the final install, this was a painless process. I chose to schedule the service at my home. Once the service was initiated by a very friendly claim representative, I was contacted several times, via message, to confirm. I like that, because it is less intrusive.I was contacted by the service technician, (Jonathan), and advised of the time of his arrival. Jonathan arrived on time and was very friendly and proffessional. The work was completed very efficiently and I was still able to complete projects around my house, while the work was being completed. Once the work was completed, Jonathon was very informative and completely answered all of my questions. I would highly recommend Progressive Auto Insurance and Safelite, to all of my friends and family.

This location in Gainesville is an absolute joke. Had my front windshield replaced through my car insurance last month after a rock chip became a crack in the glass. The first time I took it on the highway after being replaced there was an insanely loud whirring noise from the front windshield. Made an appointment to bring it back in. When I came back to pick it up, I looked at the glass in the parking lot because I immediately noticed it looked different. The glass edge was completely exposed, there were beads of sealant all over the exterior of the glass, the molding wasn’t sealed to the glass in a few places and the corner of the glass was chipped. I was pretty upset with how it looked and demanded for it to be replaced correctly. The manager was an absolute joke and tried to argue with me that it was correct and there was nothing wrong with the install. He tried to use a different shop in town that he noticed a sticker from on my car to back his claims about it being done properly. What the heck does another shop in town have to do with your shitty glass install?? He tried to turn to my husband (which the manager didn’t actually know who he was to me, he could have been anyone that had given me a ride to pick up my car) to talk through him as if I was an idiot and “the men needed to speak.” When I walked away after realizing this guy was not going to speak to me with any amount of respect or make any attempt to correct the situation, he hung back and again tried to talk through the man that was with me. Considering I am the customer, it is my name on the work order and the vehicle, it is beyond disrespectful and incredibly rude to address anyone else about the state of my work order. He then claimed to call the “quality control manager” and said that he said they would not be replacing it. I then had to request the certificate of my vehicles eyesight recalibration, which they hadn’t completed and made me sit around and wait while they finished that up after having my car for hours. Now it is a few days later and I have taken my car to another location in a different city after calling my insurance company and Safelite and speaking with them about this experience and how the glass looked after install. The new location was absolutely shocked that this was how the Gainesville location left my car. The manager of this location looked up the work order and noticed they had billed insurance for the correct molding for my vehicle but assumes they didn’t have the 3 sided molding in stock and used a crappy universal molding instead. This location was so quick to help me out and was bounds more professional and better customer service. Oh yea… no whirring noise while at highway speed either. I highly recommend you take your car elsewhere and not this location in Gainesville. They don’t care one bit about you or your vehicle. If you can, the location in Tampa on Armenia Ave is a WAY better and more professional shop who will do the job correctly!

It was my first time getting a windshield replaced so I wasn't sure what to expect, but I feel that the Safelite team in Gainesville went above and beyond. Setting up the appointment itself was extremely convenient and easy to do through their website. They called me before my drop off appointment to confirm that I was still coming, and I received a notification as soon as they started working on my car. Once it was done they called me right away to let me know. What I really wasn't expecting was that they scraped off all of the stickers (sun pass, carwash pass, etc) I had on my windshield and put them in exactly the same spot on the new one. I was really expecting to have to replace them! Not a single scratch was left on my car, and everything inside was exactly as I had left it. Thank you Safelite!