Safelite AutoGlass

I never leave poor reviews, but I feel compelled to warn people of the poor management at this Safelite location. I had a stray rock from a truck hit my windshield on the highway, so I contacted this Safelite for an appointment where they would come to my home and fix the windshield on a Thursday. The day of the appointment there was a nasty storm that rolled through and there’s no cover for my car, so I ended up having to reschedule for Saturday (only two days later). Saturday morning, I received a text from the tech (Antoine) saying they no longer had my glass, and we’d have to reschedule yet again. I called the store in Rockville to find out what had happened to my glass between Thursday and Saturday, and the clerk couldn’t answer and claimed they couldn’t get in touch with anyone in the shop (which is located right next to the office, by the way). After getting off the phone with the clerk and having no more information, I received a call from Antoine who was very apologetic and stated that this was a mishap on the part of new management- so much so that he said he’d be pushing for a discount on my behalf given the inconvenience. In the meantime, without asking me what new date might work for me, the clerk I’d spoken to rescheduled to a date & time when I wouldn’t be available. I then received a call from a completely different Safelite rep (possibly management), who was following up on the earlier conversation with the other clerk. I told him that the new date they scheduled without consulting me wouldn’t work, and we negotiated that I’d bring my car to their location for the repair early Monday morning. Monday morning I go to pick up my car, and asked if Antoine had spoken to them about a discount given all of the mishaps on their end, and they said they’d look into it but would need my card on file until they’d spoken to Antoine and figured this out, and would call with an update and then send an invoice. Lo and behold, I never received a call from them and today see that they just charged my card the full price without updating me or giving me an invoice. This is extremely poor behavior on their part, and I still have not been able to get in touch with anyone in management, nor can the Safelite rep from corporate that I just called. I’m baffled by the poor communication, and cannot in good conscience recommend Safelite for any repairs.ServicesAuto windshield repair

I’ve had a disappointing experience with Safelite so far. The first technician was friendly, but unfortunately brought a damaged windshield and didn’t notify me until I had already left work early and was 10 minutes away from the appointment. The second technician completed the installation, but the replacement windshield has several issues. There are multiple razor-thin scratches on the inside of the glass. Four total, with two measuring about a foot long. There’s also a chip on the outside in the top-left corner, which seems to have happened during installation. Additionally, if your vehicle has a heads-up display (HUD) feature, be cautious. The replacement glass Safelite used noticeably distorts the display - the font appears smaller and less sharp, giving a blurry or double-vision effect. It feels like I need glasses just to read it clearly, which wasn’t the case before. Currently waiting to hear back from the company to see how they plan to address these issues.

It’s easy to be critical about dealing with a windshield replacement through insurance. It’s even easier to be critical when user forums are vocal about 1-star treatment. Let me completely dispel that notion with the service, attention-to-detail, commitment to excellence, communication, and customer care from Nelson, the shop manager, and Sean, the ace Tesla specialist at Safelite in Rockville. My Tesla Model X required a new windshield. Going through Tesla required a 6-week wait. Safelite required about three weeks. After finally getting to the right Safelite shop and showing up — going through the Safelite app was easy, but not accurate, since the shop I originally selected didn’t have the personnel to change the windshield…and talking with a live person is infuriatingly long. Use the chat function seems to be the best option — I experienced nothing but fantastic service. Tesla owners, you can be confident. Yes, they replace hard-to-install windshields. Yes, they calibrate (FSD works with no problem). Yes, they guarantee their work. Yes, they handled all insurance. Yes, they used a spec-built non-OEM windshield (after research and user forum consultation, I was OK with this). And, yes, I would use them again. Thanks again to Nelson and Sean for a job well done.

I brought my car in for a windshield replacement due to a large crack and left it at the Rockville location on the scheduled appointment date. I was told they would contact me when the work was complete and that I could pick it up by 5pm. Unfortunately, I never received a call or any kind of update. I tried calling multiple times throughout the day but couldn’t reach anyone. I ended up showing up shortly before 5pm hoping it was done—thankfully it was, but no one had contacted me to let me know. When I got in my vehicle, I immediately noticed that the ADAS calibration hadn’t been completed—several dashboard warnings were lit up. Staff then told me that their tech hadn’t been able to reach support and couldn’t complete the calibration, but no one had informed me of this during the day. I was told to contact the store manager directly to coordinate a return date when the calibration specialist would be available. I called and texted the manager over the next six days with no response. When I was finally given a date and subsequently brought the car back for the follow-up calibration appointment, I again received no updates and had to show up near closing just hoping it was ready. Over 24 hours after that appointment had already been completed, I received a text and email saying my calibration was now “successfully completed.” To top it off, two days later—more than a week after my original appointment and three days after the calibration service was complete—I started receiving multiple automated texts and emails reminding me to bring my car in for the original appointment, with the original date and time still listed. Overall, the work was eventually completed, but the lack of communication, inability to reach anyone by phone, and confusing automated messages made this an extremely frustrating experience. The staff I interacted with were polite in person, but the overall process and follow-through were severely lacking.

Had an appointment at 9AM which I came on time for. Front desk clerk was great, polite, and courteous. He estimated 3 hours for completion of car windshield replacement and recalibration of Toyota RAV4. I got the text stating everything was complete at 12:42PM which is fine if I waited a little longer than estimated. Front desk stated someone would come and get me. I waited till 2:45PM and still had not heard anything after inquiring 2 additional times regarding the status of the car. Front desk eventually found my keys in the cubby next to him. I was waiting at the shop the entire time and never left. I waited 5 hours and 45 minutes in total. I was visibly frustrated and the clerk offered to give some kind of financial compensation by speaking with his manager. I felt a little better and he told me he would email me about it, however I still have not heard any email back or anything about compensation. Disappointed that I waited 2 hours after text stated completion of vehicle and a promise that was never delivered. Windshield is great and have had no problems though.

DO NOT! I REPEAT, DO NOT BRING YOUR CAR HERE! I regret bringing my car to this location for service. I brought my car in perfect condition and left with a new problem which is a migraine (refer to pics). This happened in June 2024. Still NO solution for breaking my car alarm system??? The device continues to fly around as I drive which is very inconvenient as you could imagine. This was a result of a tech carelessly replacing the front windshield. I have not been contacted by anyone. I reached out to the manager once and he said he will look into this issue for me. Well...he never did!!! It is now October 2024. When you call the shop it rings for an eternity, NO ANSWER. You call customer "care", no solution either. Employees appear incompetent as they make numerous transfers via phone. Overall, everyone is trained to be dishonest, pass the buck, and not respond/solve urgent matters. I've been told the district manager was informed of my problem and a new manager will assist but instead she hung up on me because she didn't want to be bothered. On a weekly basis I kept hearing, "somebody will reach out soon. We will make this right by resolving this issue in about 48-72 hours." Obviously, Safelite doesn't have genuine intentions to fix this in a reasonable or timely fashion. Maybe not at all! Dear Safelite, you lack accountability, communication, management, and proper customer service. I truly question your integrity! I will not be back and hope others take caution to stay away. What is the point of a warranty appointment when you don't plan on fulfilling this service to qualified customers who have already paid?????