Safelite AutoGlass

I chose to take my vehicle in to the shop for my windshield replacement. I made my appointment online. Selected the day and time that was best for me from a wide variety of options, an estimated time of completion, and gave me an exact cost at that time as well… must admit I had my doubts it was going to work. Got to the shop a bit early, and they took my car in right away! My car was completed within the allotted time frame given, a very professional technician came out, talked to me personally, also provided a brochure, and the cost was exactly what I was quoted online. The work was also guaranteed. It WORKED… EXTREMELY IMPRESSIVE. I tell everyone about how great the entire experience was.

I sent the following email to Safelite Executive Team. I heard nothing. I then called Customer Service and sent a copy to a Laura Strayer trying to get somebody to listen. Nobody from Safelite ever cared enough to contact me. Shame on Safelite. Next time, I will find somebody else.
…
Mar 28
to executive.serv.
Dear Sir or Madam,
My experience with your company on a recent windshield replacement was an unmitigated disaster. I think you should know that all is not well in the field with your St. Louis location at 11 182 Towne Drive, 63 123 location. I will keep my comments brief but if you want more detail, please contact me.
My experience in January, 2015 went well with a chip repair. Thus, I came back for a windshield repair on March 23, 2015.
Shop on Towne Drive did not have correct windshield when I came to the shop to have it replaced on March 23.
I called the previous Thursday to say I was incorrect and needed a replacement with a sun screen/​visor. The call center employee never conveyed that information to the local store. Therefore, I made an unnecessary trip to your location on Towne Drive.
Wait times to speak with somebody live at the call center averaged five to ten minutes. That is unacceptable. I wondered if anybody was there tending to the business.
I specifically stated I needed an appointment on Friday, March 27. I received an email stating that my repair was scheduled for Thursday, March 26. This required me to again call the call center to reset the appointment.
I received an email on Friday with a higher charge than was agreed upon on March 23 by almost $ 40.00.I am paying for this out of my pocket. I am not dumping this on an insurance company, so it is my money. I have to protect my «wallet».
The appointment was set up for between 2:00 and 5:00 PM on Friday, March 27. The technician arrived at 5:03 PM. I had to leave for a fish fry so I pulled the car out of the warm garage and left the car unlocked on the drive. To his defense, Jared did not know about the assignment until late on Friday. Safelite knew about the appointment all week. It sounds like poor communication to me.
The windshield replacement quality of work was fine. Jared did a good job.
I would not recommend Safelite to my friends. Before I post a review on Social Media, as you suggest, I will wait for your response.
I believe some kind of credit to my debit card is due me for my aggravation with your company. I will let your conscience be your guide.
I hope by informing you of some poor quality work that your branch location can get better and improve service to all.
Thank you for listening.
Tom Meyer

Very professional nice and friendly team of people. The tech came to my work and replaced a broken window in bitter cold snowy conditions. Very professional organization from internet search and corporate service personal to the location personal and the on the road technician.
If you need a glass replacement this is where you need to go. Prices are very competitive and reasonable.

My Safelite experience was perfect. From the call I made to set up my appointment to when my new windshield was installed, everything went exactly like he commercial said it would. The installer called me to say when he would be at my place, the installation went smoothly and professionally, and he even vacuumed my car when he was finished. All in all, whenever I need work done on my windshield, I would never call anyone else, only Safelite.

Fast, friendly and easy to get in and out. My windshield got chipped at 7pm on a Monday night I went online made appointment for next morning at 930am was out of there by 1020. Insurance handled all paperwork so no hassle at all

They did a great job replacing my windshield. They are a little pricey, but good quality work costs. Manager was super friendly and extremely helpful. They have a convenient online booking system. The estimator was wrong when I did that online. I believed I would be able to be repaired but had to have total replacement. Would recommend.

Really disappointed!
I needed a windshield chip repaired, and this was a location that my insurance allowed repairs at. I filed the claim on my insurance website, and was directed that I would get a call from Safelite to schedule an appointment. That never happened, so I went to their website to get their number to make the appointment and found they had an online scheduling system. I scheduled an appointment for 1pm on a Saturday, but when I arrived, the sign on the door shows they are only open until noon. What an inconvenience! (Their website even still shows their hours 8−5pm on Saturdays!)
So I called directly and made an appointment for a Wednesday morning, and when I arrived the repairman took me to my car for me to show him the damage. He read from the work order that I would have a $ 50 repair. I told him that wasn’t correct, and that I have a $ 0 deductible. He advised that if that was the case they would refund it back to my insurance to refund me (which made no sense if *I* was the one paying… why would that money be refunded to my insurance???)
So while I was waiting for my repair, I contacted my insurance company who said that is absolutely not the way claims through Safelite are handled. Fortunately when it came time to sign off on the repairs the friendly receptionist knew I didn’t have to pay, but the confusion could have been avoided if the repairman would have just kept his mouth shut and let the receptionist take care of the claim and he just worried about the repair!
Frustrating experience… would certainly keep me away if I ever need a repair I have to pay out of pocket for!