Safelite AutoGlass

First time using safelite and was super excited to get next day morning. Said that they had my windshield and could instal between 8am and 12pm. Bad move on my part waiting until noon to contact customer service to make sure my tech was alright and get a possible ETA. Oh there was no ETA because noone was coming out today, they never recieved the windshield. So my confirmation email from the morning of installation saying the service will be completed today meant nothing. But dont worry, instead of offering the following day installation i am pushed 2 more days away from the original day. I dont usually leave reviews, but i have never been so upset by a lack of communication between a shop, a technician and the customer. Missing multiple days of work was not something i was looking forward to this week.

I've had my glass replaced twice at this site in North Haven,CT. The first time the Tech did an excellent job with the glass removal. I was able to drive away immediately after receiving my keys. The second time I had my glass replaced when I got into my car, I noticed glass on my dashboard,in the vents, under the seat as well as glass shards all over my back seat. The first Tech was available and he took my car back in and vacuum it out and removed the remaining glass. I was very appreciative for his customer service. I guess it depends on who's working on your car.

Came to Safelite in North Haven, CT today for a glass repair. Was told online to come early for the appointment which was at 11am, and when get to the front desk, I was greeted by no one. Not a SINGLE PERSON was working inside checking in customers. Me as well as two other people were waiting inside the lobby (longer than what we should have) just be checked in. There’s a “ring bell” for service on the front desk, but don’t bother using it because no one shows up when you press it. It’s extremely unsafe to have no one taking care of people in the front, shows a lack of internal controls and supervision. If you don’t have enough people working the site then shut it down, there’s no point to “provide a paid service” if you don’t have the workers to actually provide it.

Technician was extremely helpful and provided excellent service for repairing the windshield. Amazing job! As for corporate communications, follow-up and lack of honesty need a lot of improvement. Wait for a week from incident to schedule repair, no reply to email sent to confirm part being replaced, call received one hour before day of service to confirm appointment creating a rush to confirm part options- then told technician that call was made earlier in day as it was not; told appointment was going to be 8am to noon and first customer- technician informed me “they don’t get to the shops to load the vehicles till 8am and I was last..” again, the technician was great and extended to call him directly if there were any issues after the install, but I would look for another provider in the future.

DAMAGED MY VEHICLE AND TRIED TO HIDE THEIR WORK, ALSO CAUSED WATER DAMAGE! On 7/11/2022 Safelight, on (459 Washington Ave, North Haven, CT 06473) Installed my replacement front windshield that was cracked by a rock on my brand new 2022 Nissan Pathfinder. I was called 4 days prior to my service by a nice lady who introduced herself as a rep for the North haven office. She informed me that they had ordered the wrong front windshield and the correct one would be on back order for more than a month. I was very upset with this info and didn’t know what to do at that point. On the day of 7/11/2022, no one had called me to tell me that my appointment was cancelled or still on. I proceeded to call at 9:15 am to check if my 10:00 am appointment was still on. The store rep told me that they had, located my windshield and my appointment was still on * please note if I didn’t call, I would have missed my appointment following the instructions. Fast forward to 7/18/2022 only 7 days later. I got into my car at 7:30 pm to head home from work and drove off my lot, several seconds later a large puddle of water came out of my forward collision camera system that is located on the front of the windshield. The car had not been washed, because the tech who replaced my window told me to give it 24-48 hours to let the window set. I believe from the original call that I received where the rep informed me that the window, they ordered was the wrong one, was the same window that they put on my car. The window looks cheap around the edges and the installation was faulty from the 7/11 job. As I was driving home, the forward collision camera on my brand-new car started to malfunction and the car started to buck. I pulled over, got out of the car and noticed that my forward camera was no longer in place, I removed the panel where the water had just leaked to reveal that my forward Collision camera was damaged and just dangling and the bracket that held the camera in place was Damaged when they removed the window for the install. WHAT IS WORSE IS, THEY CHARGED ME OVER $600 dollars to recalibrate my safety camera and PROVIDED ME PROOF OF CALIBRATION. UPDATE 7/19/2022: SPOKE WE STEVE, Really nice and friendly, promised to order the right window and going in tomorrow to patch up the leak till the new window arrives, hopefully they will be able to fix my collision hardware that was damaged Keep you guys updatedServicesAuto windshield repair

I would avoid this location of Safelite if you prefer things to be done correctly. Anyone in any kind of service industry knows that mistakes happen, but it's how you recover from them that really matters. This location made an error on a window replacement that resulted in the need for a full replacement as verified by our car dealership and safelites agreement. That would have been understandable if it didn't take over 20 calls, texts and emails to get it rectified. Since we live out of state and our car was already assessed at Mazda, Getting them to address the issue took many days of phone calls and follow up. Eventually, Safelite agreed to pay for the repairs which was a positive. However, once we paid for the repair upfront after they agreed, they stopped responding. Specifically Ricky, the shop manager stopped responding. Every time we reached out he was "on the phone with corporate" yet stopped responding to calls and texts. It took more phone calls to reach a district manager locally here in IL, Fernando, who also requested Ricky and his District manager reach out to facilitate payment to Mazda. Neither called back. After more days of waiting, Fernando, coordinated Safelite Corporate to send us a check directly. If it weren't for him, we would be out of a large sum of money. If everything goes well initially at Safelite north haven, maybe you'll be okay, but if a mistake is made, I'd be quite concerned with the "leadership" they clearly have. I'd rather take my chances elsewhere.