Safelite AutoGlass

Do not take your car to Safelite. Here’s why. I brought my BMW Z4 to Safelite on Monday for a windshield and wiper replacement. What should have been a routine 90-minute service turned into a 7-hour ordeal because they broke my driver’s side window and then spent hours trying to figure out how to deny responsibility rather than fix the problem. When they finally pulled my car around, the window was rolled down. I asked why—and was told, with a straight face, “It’s stuck. Is that not something that happens?” As if it were normal to return a car to a customer with a broken window and no explanation. I immediately refused to take the keys. I was told—repeatedly—that the damage must have existed when I dropped the car off. That is categorically false. My car was in excellent condition when I handed them the keys. They suggested I take it to BMW for a diagnostic (on my dime) and, if BMW could prove they caused the damage, they might consider paying for repairs. I explained clearly: I wouldn’t remove the car from the lot without documentation, because doing so could jeopardize their liability. They refused to provide anything in writing. I contacted the district manager, who I was told would call me back within 24–48 hours. It’s now Thursday, and I haven’t heard a word. I also followed up with corporate and received no response. I attempted a compromise—offering to pay for the parts (windshield, wipers) but hold off on the labor charges until they addressed the damage. They refused. They also refused to release my car unless I paid in full. With no other choice, I called the police and filed a report. The officer who responded told me this was not the first time he’d been to that location for a similar customer complaint. Even after I reluctantly paid in full, they refused to manually raise the window so I could at least protect the interior from rain. I drove off in my broken car—only to discover they hadn’t even replaced the wipers. So now I’m out nearly $1,000 for a window they broke, still have no wipers, and haven’t received a single call back. I plan to pursue this in small claims court. This experience was completely unprofessional, negligent, and frankly unethical. The staff was dismissive, the management evasive, and the company’s refusal to take accountability for damage they clearly caused is both infuriating and unacceptable. Safelite does not stand behind its work, does not respect customers’ time, and has no adequate process for when things go wrong—except trying to blame the customer. Don’t risk your vehicle with them. I won’t make that mistake again.

Seriously disappointed & confused! I had an appointment set yesterday for a mobile windshield replacement which was slated to happen between 1-6 PM. I waited all day and ended up calling 3 times speaking to customer service for any type of update on the technician’s status. They told me the first time that I’m on his route and he’s probably just running behind. The second time I called was around 10 minutes to 6PM and I escalated and spoke to an agent who did her very best to get answers. She spoke to a supervisor and they stated there were no notes from the technician and unable to reach the after hours line for the shop. She did say that I was the technician’s 5th and last stop and that he would probably still come late. I waited anxiously for another hour and called back. The agent this time said no one would be coming this late in the evening and that he could reschedule. Meanwhile, the whole day, I got no text, no phone call, no nothing. Mind you, I’d also been reaching out via chat as well and given no direct answer about what was happening. I purposely set this appointment for Saturday because I have several appointments and have to travel next Wednesday which now will not be able to happen because I’m being told the next mobile appointment is not available until Thursday particularly because this is a holiday weekend. I’m stranded at home and having to figure out how to move around next week for work. I had such high hopes for working with Safelite with all the positive publicity you hear about them. This is unbelievable how this shop stood me up.

I would not recommend this location. They do not value your time. Poor communication from front desk staff. If you think that your appointment time will be honored, think again. If you enjoy lack of communication, attitude, and don’t mind sitting past your appointment time then this is the place for you. I had an appointment for 11:00. I was asked to be there 10 minutes before time. I showed up 15 minutes before time. The many text, calls, and emails that I received, I’m surely thinking that they will be on point with service. Absolutely not the case, I sat for over an hour and had to confront the front desk representative about why are they so behind. His attitude sucked and he showed not an ounce of concern. He had the audacity to say that I’m not in the back to know why they’re behind with an attitude as if I’m worrying him for asking a valid and understandable question about my appointment. He proceeded to do other things to match the attitude that was rendered all around with showing me that I’m not important. I then asked for him to cancel the appointment so that I can reschedule it at another location. He stated he did and he did not. I drove from that location to Marietta to learn that he lied. Appointment was still in place. I had to reschedule my appointment at the Marietta location for another day. My time was wasted with those people for sure. I’m looking forward to a better experience for my upcoming appointment in Marietta! Sad that employees at the Lithia Springs location get to treat customers as though they’re not valued and that were not contributing to them a paycheck. Customer service is the foundation and the backbone to a business! DO BETTER..

I love Safelite!! I am a first time user. My Safelite tech, Franklin, notified me the morning of my service his approximate arrival time. Then called me when he was on the way. He was so professional, and such a gentleman. I had the car in the garage. When Franklin arrived he told me where he would like it sitting for him to work on it. I did not have to have a windshield replacement. I had a small chip in the windshield where a large truck had thrown a rock. It was right in my line of vision and I thought it looked like it may have been spreading in size. I wanted it sealed before it got any larger. Franklin wanted to make sure I understood that it would still be visible—that this procedure would not make it go away completely. I told him I understood, but, that I was concerned it might get larger. When he was through, it was barely visible. Yes, you can still see it, but it looks much smaller and hardly noticeable. In fact, now you really have to look for it. Since the chip was right in my line of vision when driving, it was a nuisance and now you don’t even notice it. Thank you, Franklin, for a job well done, and to Safelite for having this service available. Safelite was so easy to schedule an appointment for my convenience, as well as I had to reschedule several times due to other appointments that were rescheduled beyond my control. All I had to do was go online and set up the next available that worked for me and click reschedule. I wish all companies were as easy to work with as my experience with Safelite. Thank you, again, for a job well done and your convenient scheduling system.

I started the process with Safelite online. I entered my information and wanted to schedule home service but was unable to. After finally getting in contact with the nearest store I was told over the phone they did not do mobile service for my vehicle due to the recalibration required. I also asked about a factory oem replacement and was told they were unable to get the oem windshield. So I went to the location located at 420 Thornton Rd for my appointment and the office closed before my vehicle was done. As staff turned lights off I asked what time they closed and they said 5pm. This made absolutely no sense because my appointment was at 4pm. It was after 6:30 when I finally was given my keys back. As I drove home my vehicle began beeping and breaking but no other vehicle was around, obviously an issue. I called and a few days later Safelite sent someone to my home to do a recalibration. This was ironic because initially I was told they only do recalibration in store. Once the employee arrived he determined I need a different windshield and they would order a factory windshield and schedule install. The replacement was scheduled for July 21 2025 between 8:00am and 1:00pm. Shorty after 9:00 Safelite called and said they wouldn’t be able to make it before 1:00 because he had multiple appointments scheduled before mine. Around 1:30 Safelite called and said they were 15 minutes away. I saw the driver arrive and as I walked to the door he called and said he was unable to do the job because it was raining. I have a two car garage and the vehicle was still in the garage completely dry. I asked if he could do the repair in he garage and he said no and drove off. The rain was a short summer rain that lasted less that 15 minutes. I called customer service attempting to get the driver to return but was unsuccessful. I spoke with a manager at the location located at 420 Thorton Rd. I explain that I had spoke to him multiple times and he acknowledged speaking with me even said he was new and apologized for giving me bad information. The manager scheduled me for the next day and I never received an email or text so I called customer service who called the store. The manager confirmed my appointment but stated the tech called in sick and the appointment was canceled. The customer service person told me Ron would be calling me shortly. I next received and email from Ron giving me a small discount. Ron never called but scheduled me for the next day. I had now missed three days of work. If one more appointment was missed I was going to have them remove the windshield and find another company. Finally Malcolm arrived and did an amazing job. Obviously they sent the best person the store had after messing up so many times. If you have to send specific people maybe you need to train others including the so called manager. Two missed appointments. Two windshields later. I will never use Safelite again and would leave the windshield broken and pay tickets.ServicesAuto windshield repairPrice assessmentOverpriced

This is the most UNPROFESSIONAL location I've ever been to. The poor excuse of a manager Willis should be re-trained on his customer service and communication skills. There's a more appropriate way to have a conversation with a paying out of pocket customer than to say he dont have to hear/listen to my issue and walked away. I had a 3pm appointment, in which I dropped the car off at 230pm to ensure I was early for my appointment. Upon my arrival, they informed me that my vehicle should be ready around 5pm(closing time) and asked if I had at least half a tank of gas so they could calibrate my car. At 436pm, they called to tell me that I would have to reschedule due to them not having the right windshield. I arrived at the location at 450 to retrieve my vehicle, and the young man was just backing the vehicle out of the garage to bring it back around front for me to grab the keys. .... BUT once he left the garage another tech noticed that he left a few parts off of my vehicle and walked thru the building to meet him out front to then raise the hood and add back the parts that were left off. They acted as if I was a bother to bring up the things I noticed and inconvenienced on, Don't trust this location to give good service nor to put back all your parts on your vehicle when they return it.