Safelite AutoGlass

I brought my 2024 Lexus in for a windshield replacement through my full coverage insurance (Progressive), which works directly with Safelite. The repair was completed quickly—less than two hours—but I was shocked to find out they installed a third-party windshield instead of a genuine Lexus OEM part. Why was a non-OEM part used when I have full coverage? This isn't a minor detail—installing a non-Lexus windshield compromises both the integrity and resale value of my vehicle. I expect OEM parts, especially for a brand-new luxury car. Neither Safelite nor Progressive gave me a clear explanation or the option to request genuine parts in advance. This feels like cutting corners at the customer's expense. Not acceptable.

The guy who I worked with was really friendly, very communicative and professional. The downside for me is the transferring of stickers. I had a sticker on my old glass that got moved and before the work commenced, I asked will you be able to transfer the Sticker. The reply was yes, and then when I came out to look at the car, there was no sticker available. So I called the customer service number and it was closed by that time so I filed a warranty complaint and put that the sticker was not on there He then further communicated with me and let me know that the sticker was on there, and the sticker was very mutilated and almost in pieces Which could end up, raising some type of suspicion of fictitiousness due to how mutilated it looks. As far as the glass, it seems to be OK but overall, I just expect whatever I have on the old one to be put as neatly as possible on the new one and that just didn’t happen

Absolutely Horrible Experience – Do Not Recommend If I could give zero stars, I would. I scheduled a service with Safelite and was told by a live agent that my car would be done by 5pm. Based on that promise, I arranged my entire day accordingly, including a Lyft to the store, my kids school and back. When I arrived at 3:45pm, not only was my car not ready – they hadn’t even started. They didn’t pull my car back until 4:40pm. When I asked the technician what was going on and mentioned I couldn’t get through to anyone on the phone (because it just forwards to a bot that hangs up), and that I hadn’t received a single update, I was met with the most nonchalant attitude. He said, “Well, you did an all-day drop-off,” and casually estimated it might be done around 5:30 or 6:00. Then I overheard employees talking about me, clearly annoyed that I asked for clarity. I confronted them and explained that I was told it would be done by 5pm from the live agent, because I had to pick up my child I needed to know – their response? A flat “ok”. No apology, no accountability, just pure unprofessionalism. It’s now 6:53pm and I’m STILL sitting in the lobby waiting. I just asked the lady how long will it be because no one even gave me an update and she said he is working on the calibration. I said ok. She said mmm hmm. Still no update on the time so why did I even ask again just to get a rude and empty response. This entire experience has been disrespectful, frustrating, and completely unprofessional. The ladies working at this location couldn’t care less, and the lack of communication is inexcusable. Clearly, they are use to treating people like this because they looked at me crazy when I mentioned 5pm pick up. Everyone one else is gone and they are just sitting down. Do yourself a favor – go anywhere else. Safelite is not worth the stress.

I am happy with the install but not happy with what I was quoted and what I got. I bought the premium package which was supposed to come with wiper blades and repellant treatment. When the installers arrived he said it was not on his service order. I showed him the screen captures that I took when I ordered the service and the quote, which was the same cost of his quote. He tried to call a supervisor but they said it was not in the service order. I told him I would contact Corporate about the issue and had the windshield installed. He did a great job with the heat pounding on him. I tipped him and he left. I called Corporate, left a message and did not hear back from them. I will try again and if I don’t get an answer, I will file a complaint with BBBServicesAuto windshield repairPrice assessmentReasonable price

Why I attempted to return to this Safelite location for service is well I guess because it’s close to my business. Customer service has always been terrible but I returned anyway I asked the young lady for a price on the windshield they previously installed 7 months prior I informed her that I would like to pay cash for the same she said the prices have changed ok understood mine you she never said anything to me but what’s your phone number while I stood there and watched her organize her desk . Then she says we need to get your truck in here to give you a price ok you know prices went up but don’t know the current market price ? Bottom line I will never return to Safelite again . Service has always been terrible I can no longer ignore it .

Bad all around. From the start when I dropped it off at 9am, I asked if they had a time frame for when I could come get it. They just kept saying, " it will get done today". I never heard anything back until an hour and a half after they closed and the guy said if I get there in 10-15 minutes I could pick it up, otherwise they open at 8am. Since I had to order an Uber, that time line was impossible to meet. I got it the next day, windshield looks good. However when I dropped it off I asked about my dash cam, they said they would just "leave it hanging". When I tried to reconnect it, the wires were jammed up against the glass beneath where the rear view is. I can't pull the cords out at all to connect my dash cam now. Bad time. I would recommend another Glass shop