Safelite AutoGlass

I went to the Santa Rosa Safelite facility with a 1:30 p..m. appointment for a chip repair. I was seen immediately and assigned to Austin who would do the chip repair. He greeted me and took me out to look at the chip in the windshield. He was friendly and explained the repair process, advised that not all chips were repairable and during repair the chip may enlarge to a full blown crack in the glass. He said the chip looked repairable and I gave him the go ahead to fix it. About 15 minutes later he came back into the waiting room (smiling) and told me it was all done. We went out to the car, and the chip had disappeared. We talked about the process of filling the chip a bit more and how it was better to take care of the chip rather than risk it cracking the windshield once the weather turned colder at night. He was extremely nice, very efficient and answered all my questions thoroughly. All in all, the experience with Austin was truly 5 star. Thank you Austin.

I have had good experiences with Safelite in other areas, in the past. The Santa Rosa office is a completely different story. My windshield was cracked, due to a rock falling from an overpass. I made an appointment, having to bring it to them, to replace the windshield. I had to arrange a ride to get home. When I got there, I found out that they had ordered some aftermarket windshield, rather than the factory one I requested. They re-scheduled me for two weeks later, in order to get the correct part. I wasted a day waiting for their service guy, who arrived very late, and spent a couple of hours, before telling me he couldn't complete the job, as his computer didn't have the correct software, or something like that. Now, I have to waste another day, and obtain a ride to and from their place. I still have a nasty cracked windshield, that is getting larger and larger. They charged me for the full price of the repair, and claimed it was completed. In other words, they committed fraud, and well as demonstrated incompetence. The receptionist at the dealership is extremely rude, also. Update; I brought the car in for a fourth time. This time, I wasted my morning. They were too incompetent to be able to replace my windshield. They told me I had to take it to Honda. There was another guy sitting next to me, who also wasted his moring, as they had neglected to order a necessary part. If you need a windshield replacement, make sure your insurance company assigns you somewhere else. This disgraceful place has no excuse for being in business. They combine inconvenience with incompetence and rudeness.

I set an appointment at 11 am, it took them 3 hours to replace my windshield with the wrong windshield. I was told an hour maybe hour and a half to put in the correct windshield. Then they blamed me for for them putting in the wrong windshield but they wouldn't take my appointment except through my insurance. Safelite blamed my insurance turns out Safelite messed up and put on the wrong windshield. Safelite refused to fix it. Safelite sucks don't go to there location at 3355 McMaude Pl Santa Rosa they suck. They tried to say the current windshield wasn't put in by Safelite then when I proved it was they claimed that was a different location that is closed and they wouldn't cover the work done by another Safelite. Doesn't Safelite claim to cover they're work apparently not. Safelite sucks. Screw this Safelite I'm not the only one to say this place sucks stay away. Even more than that the employees knew I was disabled and still let a lady holding her baby yell multiple F-bombs at me then pretending they didn't hear her. This place sucks for customers service. ONE WEEK LAYER: I just found out they broke my dash when they replaced my windshield. The District Manager is suppose to call me; will update again.

Will never use Safelite ever again. We had a single crack in the windshield, and needed a replacement. Safelite came to our house to replace the windshield in our driveway, upon removal of the old windshield, the technician shattered the windshield everywhere. We didn’t see it happen, but it clearly happened as there was broken glass and glass dust absolutely covering the front half of the interior and inside the hood vents, including the dash and HVAC ducts, all over to both front seats, the steering wheel, cupholders.. literally everywhere. The glass dust imbedded into my wife’s hands as she went to wipe what looked like regular dust away, but quickly realized it was glass dust. She quickly called the technician after he left, and he denied that there was any major shattering or glass particles left that he had seen. This would’ve been absolutely impossible to miss, he clearly was not telling the truth. We drove the car to the nearest Safelite and all they offered to do was vacuum it, refusing to reimburse or pay for a detailing, even of just the front half of the car where much dust remained even after the vacuuming. The main concern was and still is the glass dust in the HVAC system. When my wife called corporate and left a voicemail, they never returned the phone call. This experience was jarring and left us absolutely gobsmacked at the unprofessionalism.

I recently had to replace my windshield after a rock hit it while I was driving on the highway. My insurance company, AAA, directed me to Safelite, and I couldn’t be more grateful they did. From the very first phone call, I knew I was in excellent hands. Jailene was the first person I spoke with—she was kind, thorough, and genuinely eager to help. Her warmth set the tone for the entire experience. I later had to reschedule twice due to changes in my own calendar, and both Tatiana and Cy were incredibly patient and accommodating. Their graciousness and understanding made a stressful situation feel completely manageable. By the time I arrived at the shop, I already felt confident the work would be top-notch—and I wasn’t wrong. Rebecca greeted me with the same kindness and professionalism I’d come to expect, and Matthew, the technician who worked on my car, delivered flawless workmanship. The windshield looks perfect! I was also impressed by the consistent communication throughout the process. Safelite kept me updated every step of the way via text, which made the whole experience seamless. Safelite doesn’t just meet a gold standard for service—they set a diamond standard. From beginning to end, every team member was kind, skilled, and attentive to detail. I truly can’t say enough great things about this company. Thank you all! I’m adding this addendum to the review because I made a mistake with a person’s name. I said it was Rebecca who greeted me at the shop and I spoke to Rebecca over the phone and she was great. It was Martha who greeted me at the shop and she was also wonderful and I just wanted to acknowledge her. So, Rebecca thank you for being kind over the phone and Martha, thank you for taking care of me in person.

Unfortunately, Safelite is not set up to offer a smooth or reasonable experience for Tesla windshield service. Tesla owners are only allowed to schedule “all day drop-off” appointments, no flexible time slots, no estimate for when work might be completed, and absolutely no mobile service options, which is frustrating when you’re driving over an hour to get there. I arrived at 9:00am, not expecting an extremely long wait as we had an appointment, but didn’t leave until after 4:45pm. That’s a full workday spent in a small, uncomfortable waiting area. There is a small area for coffee and water only with a vending machine and limited options. There is one restroom only, shared with staff and customers. There’s no shuttle service, no restaurants or other amenities nearby, and uncomfortable seating, which makes the wait even more grueling. To make matters worse, there was very little communication throughout the day regarding progress or estimated completion time. To be clear, the service department staff were courteous and professional, they appeared to be working hard and doing their best with what they had. However, the overall setup and process, especially for Tesla owners, is extremely frustrating and inefficient. Safelite, if you're going to be the primary provider for Tesla windshield repairs, you need to do much better. Offering mobile appointments, time windows, or at least better waiting accommodations would make a huge difference. As it stands, I wouldn’t recommend this location unless absolutely necessary.