Safelite AutoGlass

Dropped our car off first thing in the morning for windshield replacement. Car was there all day, got a call to pick up 20 minutes before store closed saying it was ready. Got there 10 minutes later only to wait another 25-30 minutes for car to actually be ready. It’s understandable that issues happen, however, it’s bad business practice to tell a customer their car is ready when it isn’t actually ready. Not to mention it being there the entire day.

I am currently in town helping build the new airline plant in webster and ended up with a cracked windshield. I scheduled the appointment with safelite through my insurance. They were very flexible with the times and location. They met me on the jobsite and went to work immediately. The technician was very knowledgeable and personable. He alerted me many times throughout the process regarding his progress. He had to take the truck for a drive to recalibrate a few things and there was no damage or anything to the vehicle. You wouldn't even of known he took it out. After finishing he explained everything to me and answered any questions I had. 10/10 experience, I will recommend safelite to anyone that asks.

Awful service. Razor blades and trash left at my house (where there are children, which is something the technician was well aware of). Things were just left hanging off my windshield. Plus the technician somehow managed to break part of my car’s interior without letting me know or trying to fix it. There are dirty hand prints left all over my car’s interior as well. Took them three visits just to replace my windshield and left things broken and dirty in the process. Insane level of incompetence. Edit: I think the shop’s manager came out and fixed the problem. I would just recommend having your car serviced in shop instead of having them come out to you?

Worst Safelite experience at this location! I brought my truck in to have a standard windshield replacement in December, they installed an off-brand windshield even though it was a leased vehicle. The truck didn't calibrate with the new glass - I had to go back 2 separate times for them to recalibrate the electronics and they were unable to do it each time. They told me that they would replace the glass yet again and when I came in to the shop for that appointment, I waited for 2 hours just for them to tell me that they didn't actually replace the glass but tried to calibrate it again which shockingly didn't work.... In FEBRUARY they finally put OEM glass on and the truck was calibrated. Shortly after, our windshield started leaking water into the driver and passenger side. The leak completely drenched the carpet on the inside of the vehicle. We took our truck to a different Safelite location where we were told that the Rochester Safelite crew had completely missed gluing the glass on both sides and this could have cost us the entire electrical system inside the truck. The customer service is horrible and they lied every step of the way about what work they were going to be doing at each appointment. I would rather drive across the state than go back to this location for ANY type of service.

My windshield itself is fine. I have a few concerns with my visit. First off when I got into my vehicle I noticed that my rear view mirror is loose and the plastic was not fully snapped into place. My main concern is I paid about $500 for my safety systems to be recalibrated. Safelite claimed it was successful. Later that night when I got home I noticed that there was about 10 failed recalibration attempts. My vehicle is now giving me safety system warnings on my dashboard. I do not feel safe driving my vehicle as everything online is stating it’s extremely dangerous. I called customer service to hopefully get this situated. First off it took forever to get on the line with an agent. When I finally was able to speak to someone she informed me that I now need to wait another week to have my vehicle looked at.

Hard for me to imagine a worse overall experience-- I would have been much better off never having interacted with Safelite and just living with the crack in my windshield! Erroneously believing they were auto glass experts, I brought my car in to the Safelite shop to replace a broken (cracked) windshield. But I got my car back with a whole bunch of OTHER things carelessly broken and damaged, damage I have to live with because the replacement parts are no longer made for my car. I will be very sure to go elsewhere the next time I need auto glass work! It started with an initial windshield replacement appointment— set in-person at the shop— that required me to take time off work. I then was advised over the preceding weekend it was necessary to reschedule the appointment as the replacement windshield had not yet arrived to the shop. Ironically I still received an automated confirmation of my original appointment date and time, but now I had to schedule more time off of work for a second appointment. On Monday 3/10/25, I brought my car to the Safelite shop on East Ridge Road to have my windshield replaced onsite and in-shop. To my shock and disbelief, an unbelievable amount of totally preventable damage was done to my car in the process of changing the windshield. What got damaged…? 1. The wiring for the radio antenna was so damaged the radio would no longer tune in my stations (I immediately returned to the Safelite shop to advise them of this damage, but they were not able to correct the problem) 2. The paint got scratched on the upper fender 3. The paint got chipped on the upper edges of both front doors 4. Interior plastic trim got scratched 5. Sections of the door weatherstripping were needlessly cut and left jagged 6. Plastic finish trim removed to change the windshield was reinstalled improperly such that it got caught in the hood hinges and got deformed, and as a result the hood wouldn't close properly 7. The wiper arms got gouged up during removal 8. The new rubber windshield surround molding fits poorly against other existing trim on the car I relied on the recommendation of my national auto insurance company thinking the entire process would be fast and easy, but instead I was left with MORE problems and MORE damage to deal with than before I brought my car in to Safelite! What’s worse was I brought my car for in-shop service to ensure the best possible service in a heated and fully-equipped shop, but instead it was a disaster. The morning after this awful experience, I called in to Safelite corporate customer care to inform them of my profoundly negative experience, including sending before-and-after pictures clearly showing the extent of damage done to my car. The customer care rep said my concerns would be forwarded to the store manager and regional manager to address. A full week after the damage was done, I finally heard from the assistant manager from the store. I politely informed the assistant manager I was not interested in returning to make a “Warranty” claim, an exercise in futility and wasted time since the damaged parts of my car are no longer even made and really can’t be replaced. And after the extensive damage Safelite did to my vehicle the first time around, I would never trust or allow them to touch or work on my car again anyway. I also politely turned down an unspecified offer of compensation since no amount of money could undo what had been done, my concern was more about ensuring that no one else would ever have to go through what I did. Based on my abysmal experience, please protect yourself and avoid heartache and headaches-- don’t choose Safelite for your auto glass replacement needs.