Safelite AutoGlass

Second update: They came to the house to replace our daughter's rear window, which vandals destroyed late on Halloween night. The repair technician was personable and professional. He did a good job. He forgot to return the car keys, so he called to arrange to bring them over later, on his own time. Update: The rain sensor for the windshield wipers didn’t work. I took it to the Draper location and they fixed the problem quickly. I was only there for 15 minutes. I’d give them 5 stars. It looks like the South Salt Lake location did a decent job but it took 5 hours. My appointment was for 1 pm and I dropped it off at noon. They said it would be 3-4 hour (from noon). I tried calling twice at around 4:30 because I hadn’t heard anything. After the automated answering system transferred me I sat on hold for 5 silent minutes, after which it hung up without ever giving me a human. The next time I called, I got a nice man from a central office. He tried calling the store twice twice and they didn’t answer. He said they were working on the glass and suggested I wait for them to call or go there. I went there since it was scheduled to close at 5. The friendly guy at the front desk said it was done and was surprised I hadn’t been contacted. (When I dropped it off he said I would get a call, a text and an email.) I hope I find the windshield and installation were high-quality.

I really appreciate this entire team and the service they provided. There were a few hiccups during my windshield replacement but Wayne and Chris did literally everything in their power to rectify the situation. Even with the chaos, I'm still very pleased with the service I was provided and am beyond thankful for the resolutions they provided. I had originally posted this review when I thought this matter had been resolved. It is now been a few weeks and my windshield wipers broke again. I took my vehicle to a shop to have a evaluated and they determined that my windshield wiper motor had to be replaced. They said it was most likely due to the windshield replacement. The cost to repair is $700. I initially thought Safelite had reimbursed me the funds which is why I added a review that they really took care of the issue. I can see now in my transactions that what they actually did was refund me and recharge me. At the end of the day this windshield is costing me $1,000 with the repair and what they charged for the windshield... Even though they damaged my vehicle. Conveniently, I can't get a hold of anybody at Safelite. What a joke.

Dear Safelite Management, I am writing to formally express my deep dissatisfaction and concern regarding multiple incidents involving your company’s services. Over several years, my family and I have consistently encountered issues that reflect poorly on Safelite’s accountability, professionalism, and commitment to customer safety. Despite being USAAs preferred partner, these experiences have compelled me to end any future business with your company. Here are the details of my experiences: Situation 1: Kia Telluride Incident During a windshield replacement, your technician severed critical wiring, rendering my brand-new vehicle unsafe and requiring the entire wiring harness to be replaced. This resulted in over a year of litigation, during which Safelite refused to take accountability. My family’s vehicle was torn apart, never returned to its original state, and the repair process caused significant stress and inconvenience. Situation 2: Toyota 4Runner Incident While replacing my windshield, your technician scratched the paint in multiple areas and damaged the roof seals. Due to my prior negative experience, I chose not to pursue this further, but it demonstrated a pattern of poor workmanship. Recent Safety Hazard - On my most recent visit, the technician informed me that a previous Safelite technician had damaged a safety feature essential for securing the windshield. The technician was honest in explaining that this mistake could have led to serious injury or death in an accident. Safelite arranged for repairs at an auto body shop and completed the windshield replacement, but as with all auto body repairs, my vehicle will never be “as good as new.” Management, including district-level leadership, demonstrated unprofessional and condescending behavior. Their initial “solution” was to offer free wiper blades—a dismissive response given the severity of the situation. They initially refused to waive charges for incomplete and unsafe service, accusing me of insurance fraud when I requested this. After prolonged discussions, they finally agreed to waive my deductible. Management lied to me about not knowing who performed the original service, despite such information being readily available in your ERP system. They refused to provide itemized receipts for auto body work until I cited Utah state law, which mandates it. Summary of Concerns: Lack of Accountability: Safelite consistently avoids taking responsibility for its mistakes. Customer Safety Risks: My wife and I were left with a vehicle that was unsafe to drive for over two years due to your company’s negligence. Unprofessional Management: The way management, including district-level leaders, handled these situations was dismissive, dishonest, and unprofessional. Deficient Processes: Your lack of checks, balances, and employee accountability poses risks to customers and undermines trust. Requested Action: At a minimum, Safelite must implement stronger accountability measures, provide more comprehensive employee training, and establish rigorous checks to prevent such incidents in the future. Given the severity of these failures, I am considering escalating this matter to regulatory bodies to ensure that no other customers face similar safety risks or dismissive treatment. I urge you to take this feedback seriously.

First off, Paul the manager is a very sweet and caring manager. It is unfortunate his employees let him down with such poor quality work and more importantly put him into a liability situation. I brought in my Ford truck for a simple windshield replacement at 10am on a Friday with a scheduled appointment. Not only did it take all day to finish and calibrate, they gave me my vehicle back HORRIBLY dirty with debris and glass both on the inside and outside of my truck. More importantly they TAMPERED WITH AND REMOVED MY PEDAL EXTENSIONS without my permission let alone even calling me about it. I gave them SPECIFIC INSTRUCTIONS NOT TO TOUCH my pedal extensions when I dropped off the truck for any reason because they are so hard to put back properly. For some reason they found it necessary to REMOVE them without my permission to calibrate a windshield. Had they needed to touch them I should have at least been given a call to ask if that was okay again for liability reasons but I was NEVER contacted regarding my pedals. I now have pedals that are not positioned properly and they are at legal fault for it should anything happen. It would have been okay if it was one thing or another but taking all day, being handed back a filthy truck both inside and out, and disregarding SERIOUS safety measures put in place in my vehicle to keep me safe is appalling and disappointing to say the least. I will never be going back to this location again.NegativeQuality, Value

I arrived early, at 12:30 for a 1:00 appointment, and was told it was going to take about an hour. Went for a walk and returned at 1:20, and was told “they sent a scratched windshield, so we had to get another - it’s going to be an hour and a half more.” On top of that, next they broke the trim that covered the windshield left edge, and that added another hour; the desk guy gave me a lot of attitude when I expressed displeasure. Now I have to come back again to have the trim replaced: “once we have it shipped to us.” Just great. Very poor service, and overpriced, at that.NegativeQuality, Professionalism, Value

Not a good experience with Safelite. My girls 2022 Jeep Renegade needed a windshield replaced and she was in town visiting from college, so timing worked out to help her out. We used our insurance to pay for windshield which included the "recalibration" of safety features. When I picked up her vehicle and hit the highway entrance 150ft from their location on State Street, I noticed they didn't even clean the inside of the windshield. FOGGY and fingerprints so we had to clean it up when we got home. Way to WOW your new windshield experience. Should be crystal clear when you pick up your vehicle. Now 10 days later, I get a call from Paul with Safelite saying it looks like we were not able to recalibrate your safety system properly. REALLY? 10 days later notifying us. Does their safety equipment not tell you as you do the job the first time? She has now gone away to college again and they want the vehicle back to redo the job. Try calling them and you get no answer on Paul's number given in phone message or call the location and get the nonperson loop of computer phone messages and prompts and hangs up your call. Thinking Safelite needs to find a glass company in the town my daughter lives in and pay for the recalibration on their dime. There is not a Safelite in her town. FRUSTRATING and as a father worried about the safety of my daughter. The phone message Paul left me says "our recommendation is driving old school, don't rely on your safety features of your car." I will have to drive there in person to solve.NegativeResponsiveness, Quality, Professionalism