Safelite AutoGlass

The absolute worst!!!!!!!!! I wish I could give this less than 1 star honestly. On June 16th, a rock cracked the wind shield on my toyota bz4x. I filed a claim with mt insurance company and they use safelite. Getting an appointment was relative easy. They gave me an early morning Saturday appointment. They called and texted me to confirm. I dropped my keys off and they said it would take about 2 hours. I left with my husband to go home. We live about 20 mins away, 30 to 40 depending on traffic. We were almost home when safelite called and told me that they do not have my moulding in stock. That the rav4 one won't work........You would think they'd confirm that they have the proper items in stock before confirming my appointment and having me leave it there. So, I drove back, picked up my car and they said they'd call me when they have....Fast forward to my appointment getting scheduled on July 26th....almost a month later and I unfortunately get called out of town and have to reschedule. I can't get through to the shop so end up woth customer service. I explained what happened previously. He apologized and promised he would call them and make sure I am ready to go. He calls me back later in the day. I get a Saturday appointment, August 2nd, at 9:30am. He said they confirmed that they had the glass and molding for my vehicle. Yesterday after work I dropped my car off and left the keys in the box. At 8 am, I get a call from Safelite and can you guess what they said? "Hi, Ma'am. I see you left your car outside, however your glass didn't arrive yet........I then said, um ok this is the 2ND time this has happened and I am still driving around with a broken windshield. He gave me an attitude and said, he can't help it if toyota doesn't send him the materials. I agreed however pointed out that he could of saved me the trip and not waste my time yet again. I went to pick up my car, after waiting in line the gentlemen at the desk was trying to charge me $250 for the deductible even though they didn't fix my car. This place is a joke! Go somewhere else!

I have dealt with Safelite before, so I knew that's where I wanted to go. I didn't have to wait long to schedule an appointment. The glass was replaced in the time frame as stated. The staff was very courteous and professional. The waiting area was comfortable and clean. Although, most of the chairs needed to be replaced due to wear and tear but it's not a major issue because they were comfortable for the two-hour wait time to replace and recalibrate my front windshield. There was a counter with electrical outlets set up for convenience to charge a device and to do work, if needed. The location was great if you needed to go to McDonald's or the strip mall to kill some time. They provided coffee as well. I would highly recommend.

I took my 2024 Mercedes GLC300 here for a windshield replacement. Because it’s a new model, they couldn’t calibrate the windshield cameras after many failed attempts because windshield wasn’t set in place correctly. I had to reschedule and again, on the second appointment they failed to get it right and had to reschedule again. After this attempt, they left several tools in my car, dented my dashboard, and installed the second windshield incorrectly again so there was a whistling from air getting into the car. This was very frustrating. I took my car to the dealership for service and Mercedes confirmed the windshield was not installed correctly and cameras not calibrated. Third appointment with safelite was set and on their 3rd try they finally got it right without issue. I would’ve given them 3 stars have they not left several tools in my car and dented my dashboard and left me with a whistling windshield for a few weeks before the 3rd appointment. I understand it’s a newer model and I was patient and understanding with them until after the 2nd appointment when I discovered these things.

Wednesday 7/12/23..Counter workers (2 white Male workers) need to acknowledge customers when coming in to inquire or come in for scheduled appointments. At least, say, I will be right with you or something. 1st day came in for scheduled appt stood there for almost 4 minutes until guy asked could he help me. Finally helped me and took my key and informed me they would call once complete. Daughter picked me up and riding down the road not 5 minutes later I get a call stating they ordered wrong window glass for my car. I was upset because I took time off from work to bring car and my insurance company and satellite collected alot of information about my car and still ordered incorrect glass. It inconvenienced me. Finally received a call later stating they ordered the correct glass and scheduled me to come in Monday. Wasnt able to come in Monday but scheduled for Thursday 7/20/23. Once I came in for my scheduled appointment everything was completed to my satisfaction. It took about a hour in a half and even vacuumed the front of my car and put maintenance sticker back on window.

It took 3 attempts to get my windshield replaced. Attempt 1 - the tech showed up outside of the 4 hour time frame. I had to call Safelite for a status update. When he finally showed up, he was nice, but unfortunately, my replacement windshield was scratched. We rescheduled and he was supposed to come back a few days later. The day of the appointment, he called and said he had bad news because the windshield was still scratched. So we scheduled a 3rd appointment. He kept saying “they” didn’t inspect the glass for scratches and/or replace it. When I called the 800 number for Safelite, it wasn’t clear whose responsibility it was to inspect the glass. At one point, the woman said it was the tech’s responsibility and the warehouse’s responsibility. Either way, no one took true accountability, and the process felt unnecessarily drawn out due to incompetence or laziness. I was finally connected to the Safelite office in Wilmington and spoke to the receptionist Jill. I asked to speak to the manager Micah. Jill explained that Micah is no longer with the company. I understand that if he was allowing his team to repeatedly deliver scratched glass. Jill said she really couldn’t do anything and there was no one to escalate to, but she could give me a pair of wipers as a courtesy. In the final third visit of the technician, he had no wipers (surprise surprise) and to pick them up from the local shop. What type of service is this? Why are customers expected to pay full price for half ass service? It just feels like no one cares or wants to work hard. Why do you guys stack the windshields in the truck with NO protection?? Why do I pay GEICO over $200 each month and my plan still doesn’t cover a new windshield? My car insurance has gone up 49% in less than 2 years. This is shameful - I drive less than I ever have and have a new car with great safety features. Your companies have to do better. You probably won’t even read this since your office is manager-less but should you come across it, please consider what I am saying for the sake of your company. I expected more since Safelite is basically the only company like this but was definitely disappointed.

>>>AVOID AVOID AVOID<<< This is the most pathetic Company… *We booked. *YOUR TECHNICIAN came out and broke the NEW WINDSHIELD. *Your Rep. was EXTREMELY DISMISSIVE when calling about the urgency of having this rectified. *LARRY, called set up an appointment for yesterday… 3/6/25 * Guaranteeing us this will be rectified. LIES! *Calls yesterday, in the morning saying the Windshield never came from the warehouse and he could GUARANTEE for tomorrow(TODAY 3/7/2025). LIES! *We get a message THIS MORNING, saying; “our appointment was relocated at the SPRINGFIELD, PA. Location. *We called and Larry had his assistant on the phone doing his bidding when my wife called and tried to get information on why was our appointment moved to Springfield… *The Same assistant who was dismissive STRIKES AGAIN: until I got on the phone and straight asked for LARRY! *Larry Gets on and proceeds to say to us, “Oh, it was cancelled through the customer portal.” How convenient to say; but here’s the thing. WE NEVER CANCELLED!!! That WHOLE operation is unprofessional. DO NOT USE THIS LOCATION! I can’t speak for the other locations but this one here; MAN PLEASE AVOID! >>>AVOID AVOID AVOID<<<