Safelite AutoGlass

I was visiting and my car was vandalized in Dallas so, my insurance company sent me here for repairs. They scheduled an appointment for 9:30am. I had a tow truck drop my vehicle off at 6:30am, several hours before they opened for the day. I was aware via email that this was an “all day appointment” however, the email also said that the service should be done between 4-5pm. I had no reason to believe otherwise since their hours posted on their store front state they close at 5pm. 4pm rolls around…no phone call. I can see my vehicle activity on my app so I can tell that no one has touched my vehicle all day. I arrive at the store and spoke with James, asking for an explanation for the delay and referenced the email I got that stated the estimated completion time. He said, “who told you that?” …the email that the company you work for sent me. I decided sit in the store until my service was done which conveniently started maybe an hour after I arrived. The job was completed in about 2 hours. I did receive some money off my deductible for the miscommunication so I appreciated that. James and Cindy (the receptionist) were nice enough but the whole ordeal was a headache and a little unprofessional. I don’t live here, my brand new car was vandalized, and I’m already feeling very violated because of it. I just wanted to get my back glass fixed and go home. The least they could do is communicate better. When I was collecting my car, one of the technicians did tell me that he wanted to start my repair earlier in the morning but James wouldn’t let him. I understand they are super busy but one must learn how to critically think and prioritize. My entire back glass needed to be replaced - that’s a big job. Complete your big jobs FIRST and stop overbooking so that your technicians aren’t at work until 9pm. Anyway, the back glass looks fine thus far.

Unethical business practice, period. Got routed to Safelite Frisco through my auto insurance for a windshield replacement. Appointment set for Tuesday. Tech showed up with a defective glass; he was asked by the shop to still show up to see if the customer would accept it. Apparently he's got a full truck of rejected glass, so it's their common practice. Who would accept defective glass in the first place? No big deal, glass declined. Tech said Safelite would call to reschedule, OR I could drive all the way down to Plano WITHOUT an appointment to get it done. Wednesday came, no call. Thursday, I decided to drive all the way down to Plano only to be rejected because I was now supposed to have made an appointment. Held my temper, made an in-home appointment again for Friday from 12pm to 5pm. Guess what, 2pm no call. I called Plano, and they said I was scheduled but not routed. I told the woman on the phone to cancel the whole thing. She didn't even try one bit to make it right. Just silence and a casual "it's cancelled" and that was it. Three days wasted.

Don't waste your time or money. They canceled my appointment twice. Both times they canceled the same day as my scheduled appointment, toward the end of my appointment window. This is after Safelite had already confirmed my appointment (both appointments) via text a day or so prior. The first time they canceled, they said someone called in sick. The second time, the person mumbled something about my glass not being available - when I asked for clarification he said the glass got scratched - and then he said he was mistaken, the glass was available but just didnt get loaded onto the truck. The technician said the shop would call back to reschedule, but they never did. When I called to follow up, you can't talk to a human to reschedule, the prerecorded line tells you to go online, then the call drops. I drove around with a cracked windshield for four weeks due to all of this. I finally gave up and found a local glass repair shop, spoke to a human, got it taken care of the same week- flawless even with the BMW smart windshield calibration- with no headache, a full warranty, and half the cost. I've used safelite in the past with no issues but I'll never use Safelite again; they've gotten terrible, their customer service is nonexistent and their prices are outrageous. In the end Im glad they cancelled because it forced me to shop around and I got a much better deal.

I was very disappointed in the service I received at this Safelite location. They claim on the website a replacement takes 2-3 hours but they failed to even come close to that standard for us. Dropped the car at 10:30 am on our appointment date and by 4:30 pm had not heard anything from them and could not reach them by phone. Had to drive to the location to get any update on our car. They claimed to have had an issue with the replacement glass and had to get another from the warehouse which was never communicated to us. We sat at the location from roughly 5 pm to nearly 7 pm just to find out they could not calibrate the safety systems and we would have to make another appointment to likely replace the glass again with the OEM version. So over 7 hours and still not finished. Had the second appointment a week later that also did not go very well. Had an 8 am appointment and again expecting a 2-3 hour window I was waiting for the car this time. Immediately told they were short two techs and it would take 4 or more hours for the replacement. Was not given any consideration that this was our second visit for the repair and all they offered me was the ability to reschedule to another date. Once they took the car back and removed the old glass they had to wait on the replacement glass from the warehouse. Why would it have not been there already for an 8 am appointment. It was nearly 2 pm before they were finished so nearly 6 hours on the second time around. Never offered any sort of discount on the service and all the manager would do is apologize for the long wait and thank me for my patience. I would highly recommend staying away from this location and maybe even Safelite in general.

I had an outstanding experience with my windshield replacement at Safelite Auto Glass in Plano, TX, and I can’t speak highly enough about the team there—especially James, the manager, and Cindy at the front desk. From the moment I walked in, I was treated with a level of professionalism and genuine care that is increasingly rare these days. James runs this location with integrity and attention to detail. He clearly takes pride in his work and in leading a team that values customers. Cindy, the front desk coordinator, is an absolute gem—welcoming, efficient, and incredibly helpful. She made the entire check-in process seamless and stress-free. The entire experience was refreshingly smooth, from start to finish. It's not often you encounter this caliber of customer service anymore, and it really stood out. They turned what could have been a hassle into a positive, even enjoyable, experience. Kudos to the whole Safelite team in Plano—thank you for your phenomenal service and for raising the bar on what customer care should look like!

Faulty Glass, Terrible Warranty, and Zero Accountability I will never use Safelite again. The windshield they installed was faulty from the start, and less than two weeks after installation it already had rock chips—something that has never happened so quickly with any other windshield I’ve ever owned. Now, only a short time later, the glass is lifting up and has noticeable air leaks, making it unsafe and poorly sealed. When I contacted Safelite about it, they refused to replace or repair the windshield because of those small chips—using that as an excuse to void their so-called “lifetime warranty.” That’s nothing but a loophole to avoid taking responsibility for bad materials and poor workmanship. It’s ridiculous that a company of this size hides behind “policy” while ignoring obvious installation defects. The glass was clearly low quality and improperly installed, yet they expect customers to pay again for something that should have been done right the first time. Save yourself the time, frustration, and money. Do not trust Safelite with your vehicle. Their warranty means nothing and their customer service will not stand behind their work.ServicesAuto windshield repair