Safelite AutoGlass

Went in for a windshield replacement + recalibration on Thursday. Left shop a few hours later thinking they did a great job, but then a multitude of error messages came up on my dashboard by the time I reach my house. I called and nobody answered. After 3 calls I get to someone who can only offer a warranty appointment. (No future discount, no refund, "we're making it right by you calling and us fixing it"). $760 for a faulty windshield Update: I went in on Saturday afternoon and they were very quick about re-recalibrating my car's windshield for free. They said for whatever reason the recalibration from when I initially came in was "incomplete." Not sure why, but they got me in and out in 30 minutes and so far, haven't had any persisting issues. Thankful for the turnaround.

Made an appointment to drop it off by 9:30 am. I dropped it off at 7:45 am. Got a text at 10:00 that my appointment was cancelled. Called immediately, AI algorithms passed me around for 15 mins before I could talk to someone. She said, “Oh so sorry, that happens sometimes. Let me call that shop and clear it up.” After a minute she says it’s all good. The shop closes at 5, so I decide around 3:30 to just go (as I must take a metro and a bus). Get there and it’s not ready. I wait, and wait. My car was the last one they brought into the shop. I did not leave there until 6:00!!!! I was/am furious. I know that their accidental cancelling pushed my car to the back of the line, that was not my fault! I didn’t yell, but I wanted to. I knew it wasn’t the technicians fault that had happened, but he was the one I was listening looking at. The front desk woman wouldn’t even look my in the eyes.

I recently had a highly disappointing experience with Capitol Heights Safelite Location that compelled me to share my frustrations. On June 17th, I scheduled a mobile service for four window replacements through an insurance claim. The earliest appointment was set for June 26th. However, the day before, I was informed by a rude front desk representative that my job was too large for mobile service and that I had to bring my vehicle to the shop instead. There was no prior notification about this change, which was incredibly frustrating. The next available in-shop appointment was July 1st, and when I expressed my concern about getting the vehicle there without windows, she curtly informed me that I would have to arrange a tow. After finally arranging a tow for the 1st, I called ahead to notify them I would arrive late due to the tow truck running behind schedule. Despite this, upon arrival, the same representative was dismissive and stated I was not allowed to be accommodated due to my late arrival, until I notified that I had called ahead. Additionally, I was taken aback by the request for upfront payment, contrary to the information provided in my paperwork stating that I pay after the work was completed . My attempts to escalate the matter to a manager were met with indifference stating the manager was not available . Given that this job exceeded $3,000, the lack of professionalism and follow-up from both the shop and corporate is deeply concerning. I would not recommend Safelite based on my experience and hope they improve their customer service moving forward.

The technician arrived early and waited patiently for me to come out. He was courteous throughout his stay in my driveway and he seemed to know his business. However, four days later, the DMV sticker that he transferred from the old glass to the new is starting to peel loose at one corner. I must have it showing so I will have to devise a way to make it stick. It's unfortunate that the tech did not apply an extra dollop of adhesive. The replacement procedure went well but I must say it was expensive--and out of my pocket--$355.00. This appears to be a consequence of Safelite's near-monopoly status. As an employee at the Bethesda, MD shop said to me, Safelife has few local competitors because "we bought them all out." This near-monopoly status is also supported by what a former Safelite manager told me privately. Each windshield, he said, costs Safelite about $40 to $60. Even allowing for backyard service, $355 seems to me to be excessive. (I must add that two days earlier, I drove to the Safelite shop with an appointment. Upon arrival, I was told that they didn't have a glass for me and had ordered one and would install it at my home. It would have been nicer if they had phoned me and said, we're cancelling your appointment.) Safelite tries to do all of its business on the internet and does not publish a telephone number. That makes it impossible for a potential customer with questions to ask them in advance.

I wish I could give them a zero. I have had several issues and problems with this company. On March 19 Demond the tech lost a part of my windshield is the first issue and he didn't report it like he said he would I found that out today March 30. I try calling them on March 20 to confirm that he reported it but couldn't reach them. Next issues we had a bad rain storm and now I have spots on the front part of my interior ceiling that wasn't there before they replaced my windshield. Now they are saying it not their fault. Now keep in my the tech took pictures of the interior and if those spots were there he would have made sure to take a picture of that so that they wouldn't be blame for it. He took a picture of the driver side where a 2 little brown spots are . So my question is why he wouldn't have taken a picture of this big spot if it was there. I will be filing a complaint with my insurance company, BBB, and safelite headquarters because this is unacceptable. Sommer is going to tell me that the black part around the outside of the windshield will seal when it gets hot outside that don't make any since . So if you have your windshield replaced in the winter you have to wait until the summer for that part to seal. If you review the pictures I attached you will see that the black part is not seal, you will see the missing part and the spots on my interior from the rain that happen after they replaced my windshield. I do not recommend that nobody use the Capitol Heights MD safelite because they don't take accountable for their errors. Again their tech who did the work wasn't reliable he never reported that he lost part of my windshield, you can not reach the Capitol Heights MD location on the phone. Their own call center couldn't reach them when I called them. Somebody was suppose to call me back never received that call back. I will be taking this all the way. I am starting with my insurance company since I went through them. This will also be reported on BBB. Just poor customer service all the way around.

I am writing to express my extreme dissatisfaction with the service I received from your company. I had an appointment scheduled for a technician to come out and address my windshield issue, but the technician never arrived. Despite this, I attempted to reach your customer service team multiple times to inquire about the situation. I called your shop numerous times, but no one answered the phone. I was placed on hold for over 15 minutes with no resolution or follow-up. This level of unresponsiveness and poor service is completely unacceptable. I was told the manger was going to call me and no one called. I had trusted Safelite to handle my needs, but not only was my appointment missed, but I was also left with no means of communication or support to resolve the matter. As a result of this experience, I will not be using your services again and will be advising others to avoid this location. I expected better from a company with your reputation, and I am deeply disappointed by the lack of professionalism and service. I hope this issue can be addressed to ensure that no other customers experience the same frustration and inconvenience that I did.