Safelite AutoGlass

I arrived early for my appointment and was lucky enough to have the technician available to start work right away. Jim was great! He kindly explained what he was going to do to repair the crack in the windshield, the risks, timing expectations and started on the work. I waited in the waiting room and was able to get work done; although they don’t offer free WiFi. Jim came out, showed me the repair, and I was on my way. I was in and out in 45 minutes! My only frustration was the booking process. Because my car model wasn’t in the system, I couldn’t book online. When I called, they couldn’t book me right away either. It required contacting the local store. But, I only received a confirmation text for an appointment. I didn’t receive a phone call or text to inquire about my availability. The only positive in the booking process was that they could get me in the next day, so very quickly. The actual repair experience made up for all of this. Thanks, Jim and Safelite!

I honestly wish I could give zero stars. Safelite was a huge disappointment from start to finish. I scheduled a windshield replacement and took time off work to be there, only for the technician to cancel last minute with no explanation. To make matters worse, both Ayden (a so-called supervisor) and technician Hal outright lied about the situation. When I called them out on it, Ayden backtracked and started making assumptions instead of taking responsibility. It was incredibly unprofessional and frustrating. Customer service was no help either — I was put on hold forever and bounced between multiple reps who clearly had no idea what was going on. Total lack of communication, accountability, and respect for the customer’s time. I expected way better. Never again.

I had a truly disappointing experience with Safelite Auto Glass that I feel compelled to share so others can be aware of their poor service. Scheduling & Initial Issues My original windshield installation and recalibration appointment took a week to get scheduled. The drop-off process was easy, but midway through the day, a technician called me asking if I was okay with a scratched windshield being installed. I declined, as anyone would, but was then told the next available appointment wouldn’t be for another week. I asked about other locations, and suddenly, he was able to find an earlier appointment at their West 86th St location in just two days. The Appointment Disaster I received both email and text confirmations stating my appointment was scheduled in-store for 7:30 AM on 3/28, with instructions to arrive 10 minutes early and expect a 2-hour 15-minute service time. However, when I arrived at 7:20 AM, I found the building locked—with a sign clearly stating they don’t even open until 8:00 AM. I waited 40 minutes outside until a friendly regional director, Jason, arrived and unlocked the doors. He was apologetic and explained that the front desk clerk was late—but that still didn’t explain why I was given an appointment time before they even opened! Service Delays & Lack of Communication • Jason checked me in and confirmed I was dropping off my car, but my confirmation clearly said “in-store”—not drop-off. I even showed him screenshots of my confirmation. • He then told me they’d “squeeze me in” if there was a no-show. Why am I being squeezed in for an appointment I scheduled?? • My car wasn’t even taken back until somewhere between 9:00 AM – 10:00 AM. • I wasn’t given any updates until after 12:00 PM, when I was told my windshield was installed and recalibration would take 20 more minutes. • At 1:00 PM, Jason checked on me—I was STILL waiting. Overall Incompetence & Store Ranking • I overheard multiple customers complaining about similar appointment issues and missing parts. • A staff member named Danny was MIA, which caused more delays for customers waiting on their vehicle parts. • One of the managers admitted this location was ranked #80 out of 86 stores. At this point, I wasn’t even surprised. No Compensation for the Inconvenience After all of this—waiting hours longer than expected, dealing with scheduling failures, and lack of updates—I wasn’t offered any discount or compensation for my wasted time and frustration. I DO NOT recommend Safelite Auto Glass, especially this location. If this is how they treat their customers, I completely understand why they’re ranked near the bottom. Avoid at all costs unless you enjoy waiting for hours with zero communication.

Safelite was highly recommended to me but I will not be using them in the future. It is extremely difficult to get a hold of a representative, and you aren’t calling the office directly so the rep you talk to doesn’t actually have a clue what is going on. I went to schedule a warranty appointment after my windshield was replaced as the seal was breaking. Due to their automated appointment system, it scheduled me in shop instead of my original mobile request which was a very huge inconvenience for myself. Each rep I eventually talked to was extremely unhelpful and not taking any responsibly for the mistake. They did nothing except tell me it was scheduled for in-house. Do not use them. Go to a smaller owned business where they will be more helpful and caring toward their customers.

Since I can't get anyone to return my calls (1.5 weeks) I'm just going to go ahead and write this review. Had my windshield replaced at this location. Picked up my car just before closing on Friday. After leaving the parking lot I noticed shards of glass all over the interior of the car (see photos). Safelite had closed so I called first thing Saturday morning and a manager couldn't come to the phone. I left my number for a return phone call.... Still waiting. I've even called another number that turned out to be corporate customer service. They took notes and said someone from this location would return my call.... Nope... The replacement windshield is fine but this location is seriously lacking in customer service. I wonder how or even if they would have responded if I hadn't seen the glass until after cutting myself or worse, getting glass stuck in my hand or leg ..... Maybe the hospital bill would have elicited a return phone call.

Customer service here is unacceptably bad. Scheduled my appointment online (through a call center instead of directly through the location I was going to) and they told me drop off by 930, and it'll take 3-4 hours. I drop off this morning, and SIX HOURS later they haven't even touched my car, so I cancel my appointment at that point, and when I go back to get my car, it's been moved despite them not working on it. Don't like that they moved my car after I cancelled, and they are very vague and unclear about their time windows. Terrible business plan from to to bottom. Call centers have no real connection to actual branches, so company communication is non existent. Absolutely horrible experience from beginning to end, and I will be making sure everyone I see with a cracked windshield knows not to go to Safelite. Update* They responded and said they'll "do better communicating" but that doesn't reimburse me for the day of work I had to take off, and got nothing accomplished during. Also their response doesn't address why my car was moved after my appointment was cancelled and they had no right to touch my car. Half hearted apologies from billion dollar companies does no good. Maybe getting the BBB involved would get something real accomplished.