Safelite AutoGlass

I had an appointment on 7/29 at 4:30 pm. Everything went smoothly as far as I can tell. My technician was friendly and informative. Unfortunately, I got 5 minutes from the location and my windshield was popped with another rock from a speeding car on a residential street. When I got home I scheduled another appointment through a separate claim with my insurance for 7/30 at 4:30 pm. I got an email confirmation on 7/29, the exact night that I made the appointment online with the help of my insurance company. On 7/30, I got a reminder email at 7:07 am and then a reminder text at 8:14 am for the time, date and location I selected. At 2:30 pm I received a text from a unknown local number stating “Hello you have an appointment with Safelite at 4:30 pm we have a cancellation if you would like to come in early”. I replied “Hi! Thank you, but I will have to keep my scheduled appointment. I don't get off work until 4.” I then received one final text from the same unknown local number that said “Ok see you soon!!” I didn’t worry about anything. I left work at 4 and headed to the location. I made it there 4:20ish. I get in and give my name and the desk clerk says that they don’t have me on the schedule. I informed her that the appointment was made and verified through my insurance as they have a partnership with Safelite and were able to confirm my booking online. She stated that they must not have saved the appointment to the store’s schedule since customer service works from home. I let her know that I had been scheduled as I received a text from someone at their location asking if I would like an earlier appointment. She looked at the text as if she were completely lost saying that she didn’t know who would send it. I stood right in front of her and called the number. Her personal cell phone rang. She stated that the customer service line was forwarded to her phone. How does a text with not a single punctuation come from a customer service line? There would have been no problem if my appointment needed to be canceled, but the fact that the appointment was cancelled without informing me, not a single technician was on site and it wasn’t 5 o’clock yet and the need to act clueless pissed me off. I was offered a reschedule, but I refused as I don’t need a second time to be treated unprofessionally. I’d watched customers on 7/29 have issues at the desk, but decided that it wasn’t my business and I didn’t know the extent of the customer’s issue, interaction with the business beforehand or dissatisfaction overall so I did not let the interactions influence my decision to return on 7/30. I should have.ServicesAuto windshield repairPrice assessmentGreat price

Windshield looks great and really needed replaced; however, we filed this claim via insurance company & safelite contacted us (we didn’t contact safelite first for a quote) and on our insurance, it shows a $500 deductible for windshield replacements. Appt was between 3-5pm and the person arrived closer to 5 which is fine (keep in mind what time persons manager would be off work and what time the job is finished). Well job gets done close to 6 or so & im told the total and it’s almost $800- and then when I mentioned that we have insurance I was questioned and told no insurance was on account (even tho we were contacted after a claim was filed) and dude couldn’t get manager on the phone so I was stuck paying the extra $300 and told I can try to get reimbursed by my insurance company. Was also told that in the future, to call and cancel my appt and say it’s “too expensive” and I’ll be offered a $100 off coupon. I say all of this to say, the price/insurance part should’ve been discussed prior because what if I didn’t have the extra $300 to spend? Then what? Would they have removed said windshield then I’m left with nothing? There’s was no conversation other than dude taking the keys from me (didn’t say a word before leaving in my vehicle to go around the block either and I didn’t know this was apart of the process- again, it’s fine it’s his job but the communication was lacking)

Had a scheduled appointment at my house July 1st from 12-5. He was a no-show. So. The guy I talked to at Safelite this morning (July 2nd) at 8:02 set up an appointment for tomorrow (July 3rd) 12-5. Looked up the appointment at 11:00 and didn't see it. Called Safelite and was put on hold for 30 minutes. Hung up, called back. The guy (Ryan?) told me that the appointment wasn't made. Said first thing he had was Saturday 5:00. I said no. He said there was an opening at 1:00 at Covington Pike. I said ok. Had to go out and push the shattered glass out of my truck door because I didn't want it flying all over the place on the way over here. When I got here they didn't have a record of my appointment 😒 refreshed their computer and there it was. She printed it out and said you can pay me. I told her I would pay when the work was done. Lunacy. DeAndre(?) said I got you, took my keys and did the entire replacement in 45 minutes. (You need to keep this dude). Tried to pay on his phone app and there was an error, Wi-Fi connection or something 🤔 Tried twice more and same error. So he texted me a link. Clicked it and it took me to the Safelite homepage on the web. Trouble was there was no way to pay. Clicked the "Chat" button (because no way was I going to call the call center again) and ROBO-chat was utterly useless. Wrote most of what I am writing here in chat text. Never a resolution. Then - BOOM - two days later there is a withdrawal from my checking account. IMHO Safelite needs to review and revamp: 1. Customer service call center 2. Automatic scheduling of appointments for mobile service. 3. Entire navigation of the Safelite homepage. 4. Management that doesn't follow up with customers who have problems. The shop did an excellent job of installing my driver's door glass.

If at all possible, use a local glass repair company that actually has someone to answer the phone. I've been on a week long journey with two different Safelites in Memphis and they have run this trusted name into the ground. As for this one specifically, the young lady at the front is very nice and helpful. However, as soon as I walked in I was told that I needed to pay for a recalibration on my cameras following the windshield replacement. At the tune of a $500 additional charge to the original quote. I questioned why wasn't it included in the quote since the vehicle information was auto-populated when I entered the VIN. I opted to use the self pay option since my insurance deductible would have been around the same price. I had to make a new appointment with another Safelite using my insurance to pay for the recalibration only to be told that they double checked it and it wasn't required for my vehicle. So I'm not sure if this Safelite is extra cautious or extra grimy, but I definitely wasn't coming out of pocket an additional $500 over the initial quote. And even if you thought it was needed, why wouldn't you call me prior to the appointment instead of bombarding me with this information when I walked through the door?

09-03-24 The staff are very friendly and professional. I made an appointment to fix my windshield. They were on time, my truck went straight in. 12-05-24 I reduced my rating from four stars to one star because of the following. 1. My windshield leaked. You can not call the office nor can you make an appointment online for them to fix it. I had to drive in to schedule an appointment (second time in) 2. I scheduled an appointment. Came in, third time in. The technician said that a drain in the dash was stopped up causing the leaking into my truck. 3. 12-16-24 Still leaking! Had to drive in to make another appointment. 4. 12-23-24 Arrived for my appointment, FIFTH TIME IN. Even though I had two texts and an email they did not have me on the list for an appointment. I HAVE ZERO CONFIDENCE THAT THEY ARE GOING TO FIX MY WINDSHIELD. This facility sucks! And since they did not have me on the schedule, I sat there until 8:45 when they finally took my truck in. I left shortly after 10:am. 12-27-24. My windshield is still leaking

Just sharing my experience with Safelite so that people can stay far away from this company. My 2015 Nissan Rogue was set up to have the windshield replaced on 2/14/2025 at my house. Technician showed up and did a good job on the replacement, but was missing parts. Told my wife that he would reach out to his manager and come back with them. Never heard from him. I set up a warranty call for a technician to come back on 3/19/2025 and hopefully put the parts in. Technician came to my house and saw the parts that were missing. He said that he would reach out to his manager and get the parts and come back. Never heard from him. I set up another warranty call for a technician to come back on 4/21/2025. He looked at the parts needed, said he would reach out to his manager and get the parts ordered. Never heard back from him. I called corporate on 5/12/2025 and told them that i still have parts missing from my windshield. They said that they would reach out to the store manager and he would contact me. Never heard back from him. I paid Safelite out of pocket since the crack was not covered by insurance due to size. 3 months later and 4 calls, they will not complete the job.