Safelite AutoGlass

I ordered my windshield to be replaced through my insurance (Travelers Insurance). They have a partnership with Safelite. I scheduled an appointment. Safelite person came out. Through a multi-hour appointment, the Safelite person damage by car's mirror, dash mounted camera, and radar dector. They also damaged my cars plastic cover that attaches to the windshield. The person doing the work was EXTREMELY untrained, impatient, and incapable. I complained to the Safelite manager. They delayed responding for weeks. They told me they have ordered replacement parts and will come out to fix the issue. They never did. I texted them every week. Always the same excuse that they are waiting for replacement parts. I gave up. I will probably have to spend $1,000-$2,000 to fix this issue myself. Incapable service. Do not use.NegativeResponsiveness, Quality, Professionalism, Value

The only good thing about my experience was the ease of scheduling an appointment. Every day I then received several texts and emails reminding me of the appointment and what to do to prepare. Dropped off my car 15 minutes early and took an Uber back to my office. An hour later I got a call letting me know that they didn't have the correct windshield for my car. WHAT?? After a week of getting confirmation texts and emails and they didn't have the right windshield? I had given them my model, make, and VIN when I made the appointment. Maybe they could have checked their inventory before I dropped off my car. They didn't even apologize for the inconvenience!! I should have asked them for $30 to pay for my Ubers.

I would not recommend this shop. They broke my Outer and inner A-pillar trim, then used glue to try and cover it up. I found this out after my windshield was replaced because it disconnected and started flapping on the highway less than a week after the repair. The inner A-pillar trim also covers my side impact airbag which was also glued to the vehicle as they tried to cover up items they broke. If I were in an accident and didn’t notice this, could have prevented the airbag from deploying. They also didn’t use the proper windshield wiper puller and scratched my cowl badly trying to get the wipers off the vehicle. the windshield is also off-center and sits high in the top passenger side as too much adhesive was used in this area. After numerous calls to the store manager, a visit, a warranty appointment—-I’m still left with damaged parts, no partial refund, or even a call back. When mistakes are made, someone needs to take accountability. They will not!

Terrible Experience – Avoid This Company! I have dealt with this company three times in the past two years for windshield replacement, and each experience has been a disaster. They constantly schedule and then cancel appointments without proper notice. When they do show up, they often claim they can’t perform certain tasks and send you to their shop—something they should know in advance. To make matters worse, they told me I had to go to the dealership for recalibration instead of handling it themselves. This most recent experience has been the worst. My insurance company was on the phone with Safelite when they approved and scheduled my appointment. On the day of service, I called to confirm, only to be told they had no record of my appointment or insurance approval—even though I was on the call when it was scheduled. After rescheduling for five days later, they simply never showed up and didn’t even notify me. I had to call them, only to be given excuses. When I finally spoke with a manager, he was defensive, rude, and blamed my insurance company instead of taking any responsibility. He even claimed I had spoken with them two days ago when it had actually been six—just more misinformation and poor communication. It has now been 23 days since I started this process, and I still don’t have a windshield replacement—only frustration and wasted time. This is the worst-run company I’ve ever dealt with. If you need windshield repair or replacement, take your business elsewhere unless you want to be dragged around with zero accountability.

My first and last experience with Safelite was disappointing. I chose them based on their commercials and reputation, but encountered several issues. The website didn't clearly state if the glass was in stock, and when I tried to book an appointment, my promo code disappeared from my cart. The technician informed me that I only paid for one wiper blade, even though the promotion included free ones. Upon bringing my car in for the appointment, I was called later that day with the news that the wrong glass had been ordered, and I needed to come back the following week for the correct part. However, when the new week arrived, I was told that the glass was out of stock, and Safelite couldn't help me. The manager I spoke with was rude and didn't explore other options for me. I was left wondering if I was expected to arrive at 8 am on a Monday and leave my car, only to return later with no communication from Safelite. There is a definite lack of professionalism here.

This is a bit of a long story. Cracked my windshield on my 2024 Jeep Grand Cherokee L. State Farm insurance approved a generic replacement but when the tech came out he told me it has to be an OEM because of the cameras and the callebration problems with my vehicle. State Farm refused to cover the OEM. I was resigned to pay $468 for my new windshield. When I arrived at the Ogden Naperville store Lucas greeted me and read the file and told me he would give State Farm a call and try to get them to cover because there was no other option. Bottom line is he went way above and beyond - got it covered and installed - saved me $368. And it was done early and looks and works great! This is a GREAT store!