Safelite AutoGlass

I’m picking my suv up after being serviced I noticed that someone on their lot had sideswiped it had to check cameras next-door and it was one of their workers. No one said anything I had to figure it out on my own. It’s been two years since it happened and I’m still waiting on them to pay for the repairs, I’ve went up there several times I’ve emailed I’ve called and I have gotten nowhere when I finally reached the manager he told me that the estimate that I got was $900 more than what they could get approved for after waiting a year for them to even respond to me. I got it done myself so I’m just waiting to be reimbursed and it’s about to be another year come December.NegativeProfessionalism

The absolute worst experience I have ever had. It starts off by setting up an appointment from a major storm. Appointment is in place and schedule for them to come between 8-12pm. Wake up around 6:30 that morning to see an email had been sent at 6am. 2 hours before the appointment to say the windshield didn’t arrive. I feel like it could have easily been a phone call the day before but day of and only an email is unacceptable. I took off work for it. Second round comes. Adam comes out to replace the windshield. He completes the work. Says it’s all good. I then proceed to look over the car after it’s completely and the back windshield is very misaligned. I then come to find out if I use my back wiper fluid it shoots into my car instead of the windshield. Call satellite. They send out Thomas, the warranty tech, he says oh yes it needs to be redone it is misaligned. He says he will have to order another windshield and we informed him we were going out of town for 10 days so a 2 week turn around was perfect, they said they would contact us when it came in to make the appointment. Come back from out trip. Wait about a week and a half and no call. I called satellite and they said there is no record of my window being ordered/needing replacement. It was then escalated and the store manager got involved ensuring me that he would take care of all of this and get a windshield ordered and we set up an appointment for May 29th between 8am-12pm. Time gets closer and I get a text saying that it is on back order with no ETA, which is out of everyone’s control so I was not upset about that. Said they would contact me when they could get me in when the window came in. May 29th approaches. I’m sitting at work and get an email saying we will see you for your appointment may 29th between 12-5pm. I then had to spend time running around to ensure this wasn’t an accidental text and it was not. I was informed the assistant manager rebooked the appointment but never called, never emailed or communicated in any way. She was also the one that sent the 6am email the first time it got cancelled. So again I had to leave work, now a 3rd time to get a windshield replacement. Beginning to end it was the absolute worst interaction with a company and the next time something happens I will be the first to speak up and say DO NOT USE SATELLITE. The only saving grace was the last tech Jonathan who came out. He walked us thru everything that was incorrect to make sure we checked it. Told us the sprayer in the back had not been attached right the first time and tested it all to make sure it was good. If your appointment is with anyone that isn’t Jonathan cancel it immediately.

The salesperson over the phone gave me a price that I was satisfied with, however, this was not communicated in my records. The morning of the appt. I received an email stating the technician was on his way but the price was incorrect so I called. The response I received was that they have to pull the call, it will take 24-48 hours and I'll have to cancel my appt. What kind of scam and pressure is this company? I was transferred to someone in escalations, Demaria, who repeated the same thing and refused to let me speak with her superior. I was furious. I asked for the corporate number and was told to look on the internet. I told Demaria to cancel my appt and that I'll be calling corporate immediately. I called and spoke with Tonya, explained my situation who deescalated the situation and helped me get to the price I was given over the phone. This was such an unpleasant experience that did not have to go this way but I'm thankful for Tonya. Also, the technician, Tim, was awesome too. More emphasis on transparency and communication from the customer service department. As a corporate company making thousands a day, adjusting a price $75 to avoid strife and grief from a customer who was forced to cancel an appt while the technician was on his way over should be of top priority.

After an issue arose from a mobile windshield install on my X5, I headed to the local Safelite in Mishawaka. Despite being immensely busy with people in and out of the waiting room and numerous cars in the lot, the issues were identified in what seemed like a matter of seconds, repair was completed, and then the vehicle was calibrated and ready to go shortly after sending me on my way. The staff couldn't have been more kind, or more professional. Having a staff this knowledgeable and personable is invaluable. This specific branch is a clear testament to the kind of service Safelite aims to provide. They are incredibly lucky to have such amazing people working for them, and I'm thankful and grateful for their speed and caliber of expertise.

Hopefully, safelite does the right thing to get things right. I had my window replaced 7-10-25 due to a nic from a rock starting to spiderweb. It wasn't severe, but I wanted it fixed before it got bad. So safelite came and replaced the window but they ended up breaking the newly installed window. Said they have to get me scheduled back in to fix the window. Still asked for payment right then and there too even though the damage was absolutely severe. When I woke up the following morning it was storming pretty good, I went to check on my van and there was water saturarting my headliner and a few small puddles of water on the dash. So I moved what I could out of the way of my garage to at least get the front sheltered to prevent more damages. Will update this post when more information comes on what they will do next.

I wasn’t fully satisfied with the service. While the initial installation seemed fine, the technician accidentally cracked the new windshield and admitted it was his fault. He said a new appointment would be scheduled, but I never heard back from him. I had to follow up myself with customer service to get it resolved, which added unnecessary inconvenience. With the July 4th holiday approaching, I was concerned the delay would leave me driving around for another week with a broken windshield. Better communication and follow-through would have made a big difference.