Safelite AutoGlass

For starters I had to sit through 5 minutes of phone prompts before talking to a real person. Who by the way, was not local. When he gave me a quote I explained I had found a much more affordable quote elsewhere. Then magically there was a "local coupon" that dropped the quote by $75. It was still more expensive than the other local shop. The other shop told me they could fix my shattered window within 24 hours. Safelite said it would be 24 to 48 hours. But, they could do it quicker for more money. Go somewhere else. I recommend Novus, far better customer service and prices.

Terrible! Do not give them any buisness. I'd put 0/5 if possible. I needed a windshield reinstalled with new gasket after a paint/body shop had removed them. Before I went with Safelite, I was quoted $200 in labor by J&D Glass. When I called Safelite and made an appointment to get glass and gasket installed on my '87 Chevy truck. The call center lady said they only install their new glass and gasket. And the cost after $75 new customer discount was $226.75. I was told the shop will also deduct the $40 recycling fee, as I didn't need anything recycled. So I was expecting $186.75 to be the final cost. I get a call from the shop saying it's going to be an additional $300! Total $526.75, because a gasket wasn't already installed on the truck, it would "turn an hour job into 5-6 hours," but my appointment was actually for 2 hours and I know it included the gasket installation, I was even asked if I wanted the gasket with the chrome strip. So I called the call center again and after getting silence or hung-up on the first 4 times, I got to someone who couldn't help and gave me the customer service number. The customer service lady had never heard of that suprise price add-on situation. She emailed the district manager to call me within two days. It's been a few days, no call or email. I was waiting anyways to hear from the shop manager, Zach. He did call, but wouldn't lower the cost whatsoever. I'm never giving Safelite buisness in the future. They do not honor the Safelite price quote or negotiate and just waste my time. Everyone else ends up being cheaper! I called NOVUS, they answer their phone and were very nice, got me an appointment quicker, and were willing to negotiate and price match $200 labor. I don't need an empty apology or promise, it's too late for me to look your way ever again after this experience.

I made an appointment thru my insurance company online to have a windshield replaced. The appt was for 700 AM this morning. I had made arrangements for a ride to drop it off at 645 AM and pick it up after. Got to the shop and they don't open until 800! I received numerous texts and email reminders--even today asking if I wanted texts updates as my car was being worked on and they weren't open. This is a huge customer service failure. I can not believe that they have and online scheduling calendar that lets you schedule an appt when they are closed. I will use Novus going forward. In fact, I called the insurance company and told them that Safelite reflected badly on them.

I scheduled an appointment and cleared a ridiculous large chunk of time to meet the needs of the mobile service. I did this willingly for the convenience, but the rep never showed up. No communication at all. Call the next day to follow and figure out what had gone wrong. The first call rep couldn't even pretent to be sympathetic to the fact I cleared a full day and the error was on their end. He stated "it happens all the time". He incorrectly passed me to the shop when I asked to leave a complaint with the call center manager. Bad customer service. Going local from now on.

We had the windshield on our truck replaced almost a year ago. The new windshield was fine, and we were told that we had a 1 year warranty on it for damages. Today we experienced a chip from a rock flying up and hitting it. We tried to call to check on the warranty, and getting it fixed. The company's automated voice on the phone left us so frustrated and angry. There is no option for speaking with a representative. Then the auto-voice said goodbye and hung up on me. We went in person to the shop and were told no, there's no 1 year warranty as we were told, but they would repair it for $145. My usually calm husband told them that they were overpriced, the phone system sucked, and they have lost our business. We stopped at another repair shop who quoted the cost at $45. with a one year warranty.

I picked up a big chip in my windshield on the way to Missoula MT from Sacramento, CA. After convincing the USAA/Safelite dispatcher that there really was a Safelite AutoGlass shop in Missoula I was able to set up an appointment the next day to get it fixed. Upon arrival at the shop I was greeted very positively - like they appreciated my business - go figure sometimes these day you gotta wonder, but, not here. They were happy to see me, did a great job and were not only very friendly, but were fast too. The technician who fixed my windshield also cleaned all of my windows. Talk about service! I very much recommend this place of business and give my thanks to them for saving me the cost of replacing my windshield. Almost forgot, they vacuumed the seats (after two long days of driving and eating in the car the seats needed it)! This was something that they did not have to do, it was unexpected, and greatly appreciated.