Safelite AutoGlass

Poor customer service and lack of professionalism!! I took my Subaru crosstrek in for a windshield replacement on February 22nd. They couldn’t get the camera functions to recalibrate so they needed to order a different type of glass. They said it happens sometimes and I was very understanding. Fast forward to March 1 where they had my car for nearly 5 hours (for a 3 hour service) and still couldn’t get the calibration done. I was told it needed to be taken to the Subaru dealership. I took it there on March 10 where I was told safelite must have made an error in the installation of the windshield as they couldn’t recalibrate either. The manager at safelite, Ben, insisted that I bring my car BACK to them on the 14th so their safety quality guy can check their work. That ended up with them finding out there was a defect in the glass. Why wasn’t that caught before? When it didn’t recalibrate I don’t understand why that’s not something they checked before sending me to another shop. To me, that just indicates unprofessional service and lazy behavior. So finally we get to march 21 when they installed a third and final windshield and finally got it to recalibrate correctly. Through out this whole ordeal there were several times where Ben said he’d call me and he didn’t. Several times I left a message with the receptionist for him to call me and he didn’t. I had to call the shop/Ben numerous times to get in touch with him to fix my car that they were messing up. The customer service from him was beyond disappointing and extremely frustrating. Overall I would not recommend taking your vehicle here purely for the lack of customer care. Especially if your car has eye sight features that neat recalibration. **The most positive thing I have to say about Safelite is that Barry (I believe that was his name) was always very kind to deal with and I felt he was the only one with any care for the customer.

I have been trying to get a new windshield for over a month now. On the first attempt, the windshield arrived with a 9-inch scratch. Naturally, I refused to pay for a damaged product. During the second appointment, the windshield shattered. The third attempt resulted in the same issue—the glass shattered again. On the fourth attempt, I was told that my windshield order had somehow been canceled. Unfortunately, my insurance does not allow me to go elsewhere. I’ve had to take time off work and leave early on multiple occasions to make these appointments. Having issues like this four separate times is completely unacceptable. While I understand that much of the fault may lie with the company responsible for shipping the windshields, this entire experience has been incredibly frustrating. I am still waiting for a proper replacement. I cannot wait to get this over with. I laughed it off the first issue as one should because things happen, but by the 4th attempt of an appointment, I am fed up with this horrible service.

Message DO NOT TAKE YOUR CAR HERE. I took my car in to the Bentonville, AR location for a windshield replacement on 3/15 at 9:00AM. I dropped my car off and received a text at 9:34 am that service has begun on my 2021 Hyundai Elantra. I dropped my car off with no check engine lights or any issues, infact, I had just had it serviced prior to this appointment at the dealership because I like to keep my car in good condition. At 11:48AM on 3/15, I received a notification that service was completed and I also received a call from Timothy, the technician. I headed back to pickup my car, arriving at a little after 12pm to pick it up. Amber and TImothy were at the front desk and gave me my keys to my car. They did not have me sign any paper work or notify me of anything wrong with my car other than the fact that they said not to get the windshield wet for 24 hours. I walked out to my car, start it up and immediately it began to idle rough and the check engine light was on. The car was very loud, which is not normal for my car. I drive a 2021 Hyundai Elantra. I immediately shut the car off and went back inside and told Timothy and Amber that my check engine light was on. Their immediate responses were "WE DON'T TOUCH THE ENGINE." How could it be that I dropped off my perfectly working car with no noises or check engine light on at 9am and pick it up 3 hours later with these issues? Timothy said he would bring his diagnostic machine out and see what code it is throwing. He plugged it in and immediately claimed it was throwing 12 codes. I asked why the check engine light wasn't on three hours ago then when I dropped it off. He claimed he had no idea. I asked him why he didn't notice how it sounded when he drove it out of the bay to park it and he said "He doesn't pay attention to that." He said my car was misfiring. Geez, you don't say? That is why I just came in and told you my car sounds like crap and it wasn't this was previously, which they acknowledged. I ended up leaving and my car continued to get worse as I drove it and wouldn’t accelerate properly. Later on in the day I made a call back to Safelite and spoke with Timothy asking him what he is going to do about my car. He still claimed there was nothing he could have done to cause this, considering the fact that I didn't drop my car off this way and picked it up a POS, you would think he would do something about it. He told me he would have a manager call me back. With this being a Saturday, and the manager being off work and avoiding customer calls, Amber left a message stating that Monday a manager would call me. On Monday morning, I called Safelite and asked for a manager because they FAILED to call me back as promised. I spoke with the supposed manager, BJ. BJ showed no regard for the issue and still wouldn't accept responsibility. I finally convinced him to let me bring it in so I drove the malfunctioning car back to Arkansas, an hour drive, for the manger to look at it. After spending 30 minutes looking for an excuse, he calls me in to show me a piece of foam that he claims “proves” a mouse was in my car when this is infact false. I took it to the dealership for a diagnostic and this was proven to not be the case. The ECM module was malfunctioning because of what they did to it during the time Safelite had it on Saturday. BJ also tried to show me that it was throwing codes prior to them working on my car, which if that was the truth Safelite shouldn't have touched the car and notified me they wouldn't be able to work on it. Why are they running diagnostics before working on your car anyways? After BJ telling me there was nothing they would do for me, I had to go to Hyundai and have them do a diagnostic. They charged me $226.00 for the diagnostic and reset. I have been trying to get in touch with Safelite corporate for two weeks but they keep stating the district manager is on vacation and nobody will call me back. I would never recommend anyone take their vehicle here unless you want to be out more money than expected.

My wife had her windshield replaced at the end of February this year. Although they showed up on time and got the windshield replaced. I was not happy with it. The technician they sent broke several clips on the weatherstripping attached to the lower part of my cowling that they had to remove. Didn't bother to say anything. Broke one clip and tried to glue it back in under my cowling. Lost another clip from my cowling in the driveway and never even bothered to look for it. Put the new moulding under the cowling so it wouldn't sit flush against the glass like it's supposed to. Had the 2 piece cowling all out of adjustment with the middle gap way to wide. Set his tools on my hood while working. Tore the fabric on my passenger side windshield pillar cover while removing the old windshield. Scratched some paint... After DAYS of trying through their automated phone system, I was FINALLY connected to the Bentonville store to tell them what happened. I sent the manager an email with the photos as I was asked. They wanted me to bring my car to their shop to look at and see what they can fix for who knows how long. I told them I can't go without our family vehicle and I shouldn't be inconvenienced to drive over half an hour one way to have them look at it either. They messed up. Not me. They then scheduled another technician to come look at it. He made it out a couple days later to take photos. Even though I already sent some, but ok. After speaking to the technician, I told him I had to put the cowling back into place myself because it was going to fall off going down the road, if I didn't. I told him all I wanted was for them to replace all the clips they broke in my cowling and weatherstripping. That's all. I didn't want anything else. No paint, moulding, pillar cover, etc. Just the clips. He said ok and he'll get with his manager. I've never heard anything back from anyone, and it's been several weeks. No phone calls. No emails. Nothing. And God forbid you have to call the store. You'll never get through to a local store. It's like an act of Congress to get someone from the local store on the phone. I've had 3 windshield replacements from Safelite and planned to keep using them, until now. I will never go back. Completely ridiculous.

NEVER GO TO SAFELITE IN BENTONVILLE. I scheduled what would seem to be, for them, a simple windshield replacement. I dropped my car off at their shop and a couple hours later I received a call saying that they had started the process but my car wouldn’t turn on or “recognize” my key fab. Worried about the status of my car I quickly rushed over there and gave them my spare key hoping this would fix the issue. One of the men working on the car said it worked so I returned home only on the way there, to be called that my car once again wouldn’t start and that they’re “dead in the water”. I returned to a dead car that wouldn’t turn on or do anything. Me and my husband ended up having to spend our own money towing my car out of their shop to another car shop who could hopefully diagnose and fix the problem. When we talked with the manager about how he would solve this issue, his response was “I don’t know”. We understand mistakes happen, but when a customer brings their perfectly working car to get their windshield fixed and then it’s returned in not a working condition, the response of the manager on call, should never be “I don’t know”. The men at the shop are inept and lazy. And it is very clear that they are a business that does not take responsibility for their mistakes. NEVER GO HERE. You will regret it like I did. But I guess the reviews speak for themselves. Also, we were told by Safelite corporate, when we filed a complaint, that the real manager would be calling us to discuss the issue. We have still yet to receive that call.

Safelite made everything quick and easy, from setting up an appointment online, submitting a claim to my auto insurance company, getting my car in shortly after I arrived to finishing up and having me out of there. The location was convenient. Since my windshield only required a repair and not a replacement, I had hoped that I could have scheduled someone to come to my house. However, their scheduling app would not allow that for anything outside the immediate zipcode of their shop. That said, after the repair, one could not tell there had been a chip in the windshield beforehand. Pretty amazing! Update: Different car and windshield: We discovered an ever so slight crack in the bottom of the windshield. When we took in our vehicle Safelite determined that the windshield needed to be replaced. I wanted an OEM windshield with mirror as opposed to the aftermarket part. Safelite submitted the claim to my auto insurance and got it approved for a nominal out-of-pocket additional cost. They explained that the replacement needed to be done in-house due to the static recalibration of the sophisticated sensors in the windshield and mirror. We now have a new windshield and mirror just as good as the original with all the safety sensors working as they should. Thanks again to Safelite for excellent work.