Safelite AutoGlass

After a few snafu's, over-the-top customer service earned a 4-star rating. First problem was scheduling. We scheduled an appointment five days in advance, then were notified very last minute that the windshield our car needed had NOT in-fact been ordered, and that we would need to reschedule. Frustrating. Then we rescheduled and dropped the car off at the designated time, making sure the part was on site. We were told it would be ready by 4-5 pm, but alas, a technician had a family emergency and they got backed up. They had not even begun work on the car when we arrived at 5 pm, another huger frustration (a simple phone call would have been good, considering it's a 35 minute drive each way). Despite all this, Adam went above and beyond to make it right, ultimately offering to personally deliver our car all the way home for us after finishing the job at 7:30 pm. The car just arrived with nice new glass, and I want to thank Adam and team for going above and beyond to help the customer. We also hope the best for the technician who had an emergency. Hope all is OK!

I truly am done with Safelight. They were the only ones that I could schedule a Xmas eve install for my daughter’s new windshield as a surprise Xmas present. It’s the only reason I scheduled with them after my last two horrible experiences. One being with this Waterbury location and the other with a West Haven location. Everything was going fine, they called to confirm day prior, but I didn’t receive a message day of until 2 hours after my initial time block which was 8-12pm. I specifically picked that time block so I could go to work after 1pm. Tech tells me I was his second stop and should arrive by 1045-1115. Cool, he could arrive and I could pay him and be on my way even if he wasn’t finished, and with it being Xmas eve, give him a nice tip on top of it. That was the plan. 1210pm, no call no show. I called them back asked them if they were still coming. The old school excuse, “I got a flat tire” and I won’t arrive until after 1pm. Stated he would call the manager and have them reschedule. No thanks, I’ll schedule with a nice mom and pop store from now on. I truly hate how these franchised stores hire incompetent people that don’t care about customers time. As a business owner myself, the customer is top priority and their satisfaction is at the top of the list. I also do time blocks, and if I run over on a job and I know an hour prior that I will not make that time block, I will call that customer and give them an update, an honest update. 99 percent of the time, they are ok with it. Never lie to the customer or take advantage them. They will never call you back. Good bye safelight, if there was an option for 0 stars I would’ve clicked that, this experience combined with my last two is why they are getting a negative review.

Really terrible experience setting up the appointment, everything was online without ability to call and add details about the service I required. They gave me an appointment time where they would come to me and then they never showed up and never contacted me at all to say they were not going to come. Never gave me an email a text a phone call, no excuse and no explanation. I waited 5 hours on a Saturday. The time slot was automatically offered by online scheduling system. Then I had to contact Safelite the next Monday. I was then informed that I would have to go to the shop and have a two to three hour wait for my car to be finished. I made the appointment, reserved the time in my day, went into the shop and was told that they did not have the glass I required. They thought they did have it in stock. So I had to make an appointment for another time to come in in order for them to get the right glass for my vehicle. That would have been almost two full weeks from the time I originally made my request. I never had a problem with my insurance that was the smoothest part of this whole debacle.

4.5 stars on the remove and replace of the rear windshield. 4.0 stars on Safelite since a recording answers their company phone number and says bookings for service can only be made online before it disconnects. If you have questions before hiring there's no way to ask except to go online and use their live chat. Still, customers get a twenty dollar coupon when booking and the website has the option to save initial inquiries and estimates. They resend a new twenty dollar coupon every day for a few days since the code must expire. The national TV ad shows Safelite coming to your house or wherever you are and replacing the glass on the spot. True, but this costs an extra $39.99. Otherwise, there is the option to drive to the nearest Safelite location. Doable if it's only a crack or chip in the glass. Not so much if it's shattered, glass is everywhere and the nearest facility is 45 minutes away. Important note: this is why car insurance should not only cover liability. For not much more money a month, damage to one's own vehicle will include glass replacement and probably the $39.99 fee would not apply. The service was great. Knowledgeable, friendly and fast. Waited a couple of days - my choice - drove in the rain and fog, defroster cleared quickly, the radio worked just fine and there were no leaks!

Had a chip repaired in my windshield. I even got a same-day appointment! The manager came right out and said the chip could be repaired. I cannot believe how amazing the repair came out! You can't even see that there was a chip there! The waiting room was large and clean and they offered coffee, water and snacks with coloring books and crayons for the kids! The receptionist was very friendly and very nice to talk to. Their handicap accessible bathroom is one of the best I've ever seen! There was plenty of room to move around with a wheelchair and the sink, mirror, grab bar, soap and hand dryer were all easily reached. One may need help with opening the door.

Unethical and negligent company. They replaced my brand new ford explorer windshield with OEM glass improperly as water got in to the passenger side when it rained a week later, causing interior damage. I took it for a warranty appointment where they ran a hose over it for 10 minutes and said there is no water getting in from the windshield and suggested I take it elsewhere. I took it to ford to diagnose the issue and they confirmed it’s coming from improper installation of the windshield, charging me $680 just for the diagnosis alone and quoting me over $4500 to fix the damage. I call Safelite many times and customer service kept putting me on hold for 35 minutes at a time then promising me that a district manager or a store manager will reach out to me that day, with no one ever reaching out. They want no accountability and I’m taking it there for another warranty appointment tomorrow and if they don’t reimburse me for the out of pocket money I spent so far and resolved the issues, fix the windshield, fix the damage it caused, I will file a lawsuit. This is unethical negligence on their part and no one should be robbed like this. They need to pay for the damage they did and resolve this issue. They need to be held accountable for this mis-treatment. No company should be allowed to operate like this, robbing people and causing them great damage, cost, headache, negligence and very poor customer service. This is the worst customer experience I have ever experienced. I don’t normally write reviews but I hope this helps others to avoid the hassle that I’m going through, and the large expenses with nothing fixed yet.