Safelite AutoGlass

I am beyond disappointed and frankly disgusted with my experience at Safelite. I brought my car in for a very small, less-than-an-inch crack in my windshield, hoping for a simple repair. Instead, I left with a crack spanning the entire windshield, requiring a full replacement, and what I can only describe as an appallingly poor customer service experience. Upon arrival, Safelite staff took my keys and assured me someone would come speak with me before any work was started. This crucial step never happened. I waited for over an hour, only for them to return and inform me that the repair "didn't work." They explained that applying pressure during a repair always carries a risk of the crack spreading. While that risk may exist, it is completely unacceptable that this was not explicitly communicated to me before they touched my vehicle. Instead, this crucial detail was buried in an email sent at the time of scheduling which they use to absolve themselves of any accountability for the damage. This should be an upfront, verbal warning and acknowledgement. To make matters worse, the comment made to me was, "it wouldn't cave in on me while I drive," followed by suggestions that I bring the car back in for a full windshield replacement. It felt like they intentionally worsened the damage to upsell me. The customer service follow-up was a masterclass in how not to treat a customer. It began with a half-hearted apology, admitting they should have spoken to me before working on the car. However, as I pressed for fair compensation for the damage they caused, their tone shifted dramatically. They began blaming me, absurdly suggesting I should have done more research and shouldn't have handed over my keys – even though they requested them and their process implied this was standard procedure! The irony of receiving marketing emails from them later, proclaiming "my car will be in good hands," is not lost on me. What a joke. They did offer to "refund me for the service," which essentially means a refund for them breaking my windshield. This entire experience felt like a scam. I brought my car in for a minor repair, they made the problem significantly worse, and then tried to sell me a much more expensive solution. I strongly warn anyone considering Safelite to stay far away. They clearly do not care about you or your vehicle, only about how they can get more money out of you.

My insurance sent me here for a rock starburst with a crack that began inching out. Scheduling was easy, drop off was easy. They told me to expect 2-3 hours so I planned to leave my car. Their posted hours were 5pm and my appointment was at 3pm so when I called for an update around 5:30 I couldn’t get through. The technician finally called me around 5:45 to say my car was ready but with a complication… The piece they had put on had a scuff near the driver side from another glass rubbing against it. They hadn’t seen it until the install was complete. When I got there I couldn’t even find it, and when he pointed it out it was very minor. I thought it was big of them to own up for it, and they had always said they were more than willing to put in another windshield (but would require another appointment 10 days out). I drove it around in the sun to be sure it wouldn’t bother me and decided to live with it. Only took off a star for the long wait, uncertainty of updates, and slight inconvenience of the scuff. The technician was great, would give him 5 stars.

In Feb. 2025, I had a chip on my windshield. Safelite mobile repair came to my house to repair the chip, but actually refused to repair it saying that it was actually a previous chip which had not been fixed properly. When I checked my records, I discovered that the repair had been done at this Apex location 7 months earlier So, I returned to the Apex location in Feb. 2025. Jason, the lead technician, refused to help me. He claimed that the initial repair done by his shop had been done properly. I had to call back my insurance, who managed to convince Safelite to replace the windshield entirely. Safelite managed to bungle even that job by repeatedly, without explanation, delaying the scheduled date for the replacement. Eventually, I called my insurance once again, they found a local non-Safelite glass shop to replace the windshield. It was done professionally without any issues. With all the money that Safelite spends on advertising ("Safelite repair, Safelite replace"), you think they could provide better customer service.

I have had an on going issue now since July with this particular location - we had a cracked windshield and scheduled a repair through our insurance (USAA) to have front windshield replaced on our 2017 Nissan Armada Platinum. When we dropped off for our 1st appointment - the tech came out shortly and told us that the replacement glass had scratches all over it and needed to be re-ordered. So we would need to bring back when new glass arrived. So this resulted in another appt - 2nd appt happens: and glass is installed, however, the trim pieces and side clips / trim were not installed properly - resulting in the trim coming loose and scratching the paint on the roof. So had to call back and see about getting the trim and side trim correctly installed / fixed. 3rd appt happens: but this time, they send a tech to our home given it's just trim work. The tech comes out, takes a look, and determines that all new trim needs to be ordered and re-installed. So no actual work was completed - and we had to schedule yet another drop off appointment to have this work completed. What was even more frustrating was that the tech never relayed the information - and the actual trim and side clips / trim were never ordered. And this was wasn't actually initiated until I called to make the drop off appointment. 4th appt: trim is ordered, arrived and ready - however, they tell us that they can't complete the trim work without reinstalling the whole windshield again..... At this point we are frustrated. Beyond frustrated. Fast forward - work was actually completed and seemed to be ok, but late last week, all the trim work came completely undone and is back to scratching my paint, making a horrible noise while driving because of how the wind catches it, and I can't seem to get anyone to respond to my emails (although Corporate told me they contacted local office) I wish at this point, Safelite would just refer the work to Nissan and cover the cost of the work so it's actually completed properly to save us the multiple drives back and forth to Apex - but also just ensuring that it's fixed correctly once and for all. Do not recommend this particular location due to lack of service, quality, and communication.

We had an excellent experience with Safelite when my wife’s Ford F150 got a nasty windshield crack. After doing some research on local vendors for the repair, we found that Safelite offered competitive pricing, and with a current promotion, there was no additional charge for them to come to our home. This made the whole process very convenient. We scheduled the service and were given a general timeframe for the afternoon. On the day of service, the technician proactively reached out via text in the morning to confirm a more precise time frame. He arrived on time, was extremely professional, and friendly. It was clear he took pride in his work, as he was very meticulous in replacing the windshield and ensuring everything was up to standard. After the replacement, the technician took the time to walk us through the work he’d done and answer any questions. The calibration was also smooth, and the next day we received a digital confirmation that everything was properly aligned. Overall, we were thoroughly impressed with Safelite’s service. The price was fair, the quality was top-notch, and the customer experience was exceptional. We highly recommend them for anyone in need of windshield repairs or replacements.

I made an appointment for 10 am. I dropped off my car at 930 am. They told me my car would take about 90 minutes to complete. When I did not hear anything back at 130 pm, I called the shop to check in. They said the work on my car had just been finished and to come pick up my car. When I arrived back at the shop, my car was still in the parking lot and no work had been started. The manager said that they had made a mistake, that they had not started working on my car, that they would start working on my car now, and it would be done in about 90 minutes. They said that they would call me when the work was completed. At 430 pm, I arrived again at the shop and they had just started working on my car, and I waited for them to complete it. While waiting, three more people came in with the same issue that they dropped their cars off in the morning and the work at not yet been started. This business is unprofessional, uncommunicative, and frankly incompetent. They completely disrespected my time and gave incorrect information multiple times.