Safelite AutoGlass

If I could give this location zero stars, I absolutely would. Over the past two weeks, I’ve had two separate appointments scheduled to replace my windshield, and both were complete failures. At my first appointment, I arrived at 9:00 AM only to be told by the manager that the windshield, which was supposedly due to arrive by 8:00 AM, hadn’t shown up. There was no communication from the shop beforehand to inform me of this delay, leaving me waiting with no clear timeline. Hours later, they called to reschedule for a week later at 8:00 AM. Fast forward to my second appointment: I dropped my car off at the scheduled time and left, only to receive a call 30 minutes later from the manager, Tom, informing me—once again—that the windshield hadn’t arrived. Frustrated, I called SafeLite’s customer service in Atlanta, and the representative immediately noticed on her system that the delivery wasn’t even expected until September 20, two weeks after my initial appointment! This clearly means I should never have been scheduled in the first place. Instead of owning up to the mistake, Tom chose to shift the blame onto the warehouse in Ohio, rather than taking responsibility for the disorganized scheduling. The front desk staff and mechanics were polite and helpful, but the manager’s lack of accountability and mishandling of the situation were inexcusable. If you value your time, do yourself a favor and avoid this location. They will waste your time and offer no accountability.

It took 2 weeks to finally get OEM windshield replacement. On the aftermarket, they could not perform calibration. I had a few appointments scheduled, but each time was an issue. Had to go personally to verify the appointments because there was no way of communicating over the phone with that shop. I believe there is a lack of communication between the shops and insurance companies, and everyone is giving the run around on both ends. The main number operator gives different answers from the shops or insurance companies. It was the first time in 40 years I had broken glass, and I hope it's the last because it is a nightmare to deal with those companies. As per the job performance at the shop, the first aftermarket was not happy with it. It didn't fit or work as they said it would, and the vehicle dashboard wasn't cleaned of the glass particles. When they replaced it with the OEM, everything worked perfectly, and it was cleaned. Everyone at the shop is very friendly and polite, but they need someone to answer the phones so customers don't have to drive there to ask a simple question

They came out to my house to fix shattered rear window he "forgot" his shop vac to remove the glass that was in-between rear door and panel he told me "it won't harm anything you might hear glass when you go over a bump or take a turn. I had no option since he already installed new rear window. Fast forward a month and now my rear trunk door won't open because all the loose glass has jammed the latch. And he put the windshield wiper on upside down so when it rained it would wipe my license plate duh! After I gave him a 20 dollar tip when I called safelight the manager told me the don't have the tools or skills to fix it I took it to Honda where I bought it for diagnostic they said $525.00 to break and reinstall latch my insurance GEICO offered me $75.00 I changed my insurance as well. Safelight= nightmare.

TL;DR: This is possibly the worst experience I have ever had with any service provider in any industry. I don't recommend this shop (or Safelite, frankly) to anyone. The installation was sloppily done; they did $1800+ worth of scratch damage to my car during the installation; they left a significant amount of installation debris in my car that they didn't even try to clean up; and they're impossible to get in touch with. It's been a month since I had my windshield replaced and I'm still waiting on them to approve the repairs they need to make - they've sandbagged me at every turn and made it impossible to get in touch with them. Long version: I had a small chip (smaller than a quarter) in my windshield. I took my car to this location and they told me that they wouldn't be able to repair the chip - it would be better to replace the whole windshield. Since it's covered by insurance, I went ahead with getting the windshield replacement. Strike #1: When I pick my car up, I notice 2 deep scratches in the panels on either side of my windshield. I immediately notified the guy behind the register, who took a couple photos and said he'd have the manager contact me. What bothered me was that these scratches were very deep and noticeable, so the installer had to have known that they did damage to my car...but they didn't say anything and instead waited for me to notice it. Strike #2: When I got in my car to drive home, I found installation debris all over my seats (e.g., rubber shavings, copper wire), including a thick layer of dust across the dashboard and front seats - so cleaning up after themselves wasn't a thing. (I'm still cleaning out rubber shavings a month later.) The manager called me at the end of the day and asked me to present 2 paper quotes to them and they'd take it from there. I wasn't able to get my car washed for a week after the installation (per Safelite's instructions), so I waited until I could get my car washed before getting the quotes. This led to... Strike #3: You guessed it, more scratches revealed! I hand-dried my car after the car wash and found a number of other scratches in the immediate vicinity of the windshield that hadn't been there prior to the installation. This included deep gashes in the hood and roof. They also managed to get dried sealant all over the roof of my car that no one bothered to try to clean up. Additionally, there was a massive vertical (windshield-shaped) scratch along my passenger-side door. Strike #4: Turns out, they didn't even install the ribbon or the glass properly. What luck! I went to 4 body shops to get quotes for the damage and each one of them immediately called out how sloppy the installation had been. Not only did they use aftermarket glass and ribbon (sure, fine), but they didn't install the ribbon properly so the edges of the glasses were exposed and could easily be chipped. Only 2 of the 4 body shops did glass repair/replacement, so the fact that all 4 of them commented on how poorly it was done (with 2 of them having no financial incentive to call this out) indicates that this was a problem. Strike #5: 3 of the 4 body shops quoted me at $1700-$1800 for repairing the scratches done to my car. The 4th quoted me $3K+. That's a SIGNIFICANT amount of damage to do when glass repair/replacement is literally the only service you offer. Strike #6: This shop, in particular, is impossible to get in touch with. I tried calling 3x/day for 3 days and could never get to a human being. Over the past 3 weeks, I've contacted Safelite ~5 times and gotten 5 different customer service reps (who, thankfully, had all been wonderful) who acknowledged that even they couldn't get in touch with the shop either. Each time I called, they made promises that I'd hear from the shop -- or from the district manager -- by the end of the day - and then I'd never hear from anyone for days and would have to call back and do the whole thing over again with another agent. In fact, I'm still waiting for them to contact me to confirm that I can move forward with repairs. In short, AVOID!NegativeResponsiveness, Quality, Professionalism, Value

Replace wrong window , when clearly was damage to side window ! Common courtesy basic customer service would of been to confirm window . When I notice this done I went and ask the technician Mike or Michael and he lied and said he spoke wit me which was an absolute lie . There was no apologies at all. He even damage my inspection sticker which I have to paid for and pay for my tints windshield. My window was no damage at all no need to replace now I have yo pay for tints and new inspection sticker! He was rude and no remorseful no customer service skills at all! I do want to say the lady at the front desk was very professional! And was informative about the service I was supposed to get!NegativeResponsiveness, Quality, Professionalism, Value

The installation itself was excellent—our technician was incredibly helpful and professional, and I’d gladly recommend him. Unfortunately, the experience after that was disappointing. Due to rain, the team was unable to install the rain protection service. I was assured I wouldn’t be charged for it, but the charge still appeared on my bill. I contacted customer service and spent 30 minutes on hold, only to be transferred four times without a resolution. After giving up, I sent an email and received a callback five days later—only to be told it would have to be handled by the local service center. It then took another six days before I finally called the local team myself, and they agreed to correct the issue. The takeaway: The installation team was great, but if something goes wrong with your order, be prepared for a frustrating and time-consuming process to get it fixed—on top of already dealing with the hassle of a broken windshield.