Safelite AutoGlass

If I could give zero stars I would. We were scheduled FOUR TIMES for the same problem and aside from the first time when the tech showed up with the wrong part, no one has bothered to stop by. There’s only so much time I can take off work. We have a safety inspection coming up, & I figured, a month was PLENTY of time to get this taken care of.
First time, the guy showed up with the wrong part. It was raining, he was miserable – said it had been one mistake after another that day, which I get the sense is the norm for this company and its management. I felt bad for him. No problem, mistakes happen. He was friendly and courteous. That’s the only nice thing I have to say about this company. And amigo, if you’re reading this, get a new job – Safelite does not deserve you.
The tech reschedules us for a noon-5:00 window the following week. At 5:30, I called and asked if they planned to show up. While talking to customer service (who was not apologetic and seemed annoyed I was calling to ask if I could expect someone), the tech called to say he was running late and wouldn’t be able to come out. I told him this was the second attempt and asked why we were being rescheduled AGAIN. «It didn’t show up in my email as a reschedule,» he grunted. «The email confirmation I got this morning clearly stated it was a reschedule,» I said. «Well, normally we’d take care of the reschedules first, but you didn’t show up that way in my email, soooooo…»
No: «Sorry about that. I apologize for this mess.» Just dead silence. I explained «This was the second day I’ve had to take off from work to wait for you.» «Yeah, well, it didn’t show up as a reschedule. You’re gonna have to reschedule ’cause it’s late and I’m going home,» was all I got before he hung up. Customer service was about equally charming but «did us a favor» and put us on their Saturday schedule two weeks later.
The Wednesday prior, my wife got a call at 3:00 with a tech saying «We’re here to fix the windshield.» She was running out the door and I wasn’t home with the car that needed repair – why would I be? It wasn’t Saturday. She told them as much and as she hung up trying to rush the kids to some appointment or other, she looked out the door and saw no one was there and it hit her: they were NOT at our house or anywhere near it. When I got back home, I checked my email and saw they HAD shown up that day TO A DIFFERENT ADDRESS. In A DIFFERENT CITY.
I sent an email back saying what had happened, suggesting they probably screwed over someone else with the same car model that day IN A DIFFERENT CITY, and asking that they make sure to show up at our house in our city on Saturday. The window was 08:00-noon. I woke up on Saturday and no Safelite.
I check my email and see that someone has changed our appointment to the afternoon IN THE OTHER CITY!!! They have my personal info correct, including my billing address, but they are taking the windshield out to somewhere else! Probably the person who was waiting for it on Wednesday.
I was fairly livid at this point but tried to keep it together, calling customer service to ask where out tech was, why was I getting emails for someone else in another city, and if they planned to show up at our house today Customer service was fairly indignant and rude when I called until it sunk in how many times and in how many ways they’ve screwed up two people’s orders. She put in another order immediately for someone to come out and gave me a window of noon to 5:00 PM. It’s 6:00 now.
I called several times, leaving messages and asking someone to call back to confirm. No one did.
I STRONGLY advise AVOID THIS BUSINESS LIKE THE PLAGUE.
At no time was there any recognition of the time and money this has cost me. No empathy. No attempt to make it right or even acknowledge the problems this has created. Just contempt and «Let’s find a new time so we can take your money.»
This is easily in the top five worst customer service experiences I have ever had with any company of any sort.
In contrast, I called ABC Glass at 5:00PM on Saturday when I realized Safelite was not showing up again, and a real person answered the phone, going out of his way to make sure I got an appointment that worked with my schedule. And they beat Safelite’s price by a significant margin.

This repair was done quickly, perfectly, and the rep was very friendly and explained everything about care/​maintenance the first week after installation.

I’m experience leaking through the windshield under the passenger side dashboard and it’s due to a poor job of the safelight technician from March. While I’m on the subject of that technician and his service, although friendly he was very eager to finish quickly and managed to leave a tool in the car and epoxy on the windshield. Long story short I would have been better off finding another company to do the original replacement.
The technician service I have received today is totally unacceptable. Safelight commits to notifying you when a technician is enroute. I had to contact customer service 10 mins before the end of the service time (they give a 4 hour window 8am –12pm) because I had still not heard from a tech. I was told he would call me back when he checked voice mail, no big deal things happen early jobs run long, I just wanted to be told when he was on his way so I could meet him in the garage and move my car to a better spot for him.
Not only was I not notified of a technician being enroute, I was not notified that they had ever showed up. All I received was an email (an hour, 1pm, after the service time window) that I had been rescheduled for 5 days later (appointment was for ⁵⁄₆ reschedule was for ⁵⁄₁₁ wednesday). This is totally unacceptable as I have already had to wait 5 days (⁵⁄₂ — ⁵⁄₆) for a technician. I had done my best to get them to schedule it faster since the issue was due to previous work they did, but that did not happen.
I understand weather can cause delays (raining all day today, I specially risked driving my car 4 miles to work in the rain just so the tech would be able to work on it under the cover of a parking garage) but 5 days is unacceptable. When I called the service line (for the second time today) I was transferred to a manager who said the technician had come out and assessed the parking garage to not have enough clearance (10ft) to perform the job. This is just not true and i sent a photo to the supervisor pleading that he send the technician back, but that did not happen. Also I was told it was not possible to have a technician come to me any sooner than Wednesday. Now I’m forced into the decision of canceling weekend travel I had scheduled and traveling 30+ miles to a service shop 3 towns over that «has an opening» or wait and cover my car with a tarp for 5 additional days, risking additional damage, and risking having to deal with inferior service again.

I ordered a windshield replacement one week ago today. Mobile service was scheduled for today, and the installation technician had to call me twice to let me know that they didn’t have my glass (apparently it was not in stock or on back order). I realize they don’t have control over what glass is in stock or not, so it’s not the technician’s fault. he can’t install what he doesn’t have. But I find it hard to believe I couldn’t have been contacted by someone at Safelite sooner than the day OF the appointment. I burned a vacation day today to be home for this, and I still don’t have my windshield, and worse yet, I was told that even though they’ll likely have my glass in within the next day or so, the earliest they can get to me is next week! This is just awful service.

Unfortunately, I’ve had to use Safelite multiple times in the last 16 years. Fortunately, Safelite is indeed available and comes promptly to my rescue every time.
Running from Warrenton to Sterling for 16 years, rocks are bound to hit the windshield. So annoying.
In the past I have made appointments on line for about $ 125. They come out to my work location and replace. Jeep Liberty 2003. This time, I needed it for my car. Ford Focus (blah) and the cost was over $ 350. Not sure why. Didn’t ask really. I went ahead and called Geico, my insurance handler to see if I was covered. They advised I was … for $ 50.00. I filed a claim.
— Appointment made! Safelite tech was super nice. Super fast and efficent.
Another job well done.

My windshield was cracked due to the 4 day snow build up during Snowmageddon, I’ve never had a cracked windshield so I was thinking that it would be very expensive but the price was very reasonable and alot less than I thought it would be
I made an appointment for 1:30pm Friday Feb 12^th but showed up a little early to fill out the paperwork the estimated service time was an hour and a half to telwo hours, my car was taken in for service at 1pm and I was out by 2pm
I would recommend them to anyone and definitely come back if need be, they also come out to your location
The building was clean, the Staff was nice and polite and the service was swift and I was very satisfied with work that was done!

I had a broken windshield on a Jaguar with heat and all kinds of sensors and these guys were able to replace it without issue. They’re also very honest and take pride in their work.

What’s not to like: they come to your home or office; they give you their time of arrival; they communicate and their service is spot on. No complaints, it went without a problem.

Excellent service from the manager to the technician. Very helpful and courteous! John and the technician were amazingly nice and understanding, not something I’m use to in nova. Scheduling was a breeze. I went in for a repair but now it has to be replaced, it happens. it was the genuine caring demeanor of the staff that it made this situation not so tough.

Horrible, horrible, horrible. If I could give zero stars I would. First appointment cancelled because windshield was not in stock. Promised to call when it came in. One week later I heard nothing and called. No one had ordered it. Next appointment –8 hour window– tech calls to say he has been dispatched elsewhere and will have to reschedule. Third appointment, the tech installs a defective windshield. 4^th appointment 4 hour window, tech calls to say the replacement windshield is not in stock and they will call when it comes in. One week passes and I call and am told they have them in stock and don’t know why no one called. 5^th appointment the tech breaks the trim around the windshield because the tech that installed the defective windshield glued them on instead of replacing the clips. The tech says they have to order new clips and trim and will call when they come in. I also observed that the wrong windshield had been installed which lacked the heated wiper area.
Called Customer service since Ive heard the promise to call before. I was assured the parts were ordered and I would receive a call that day to tell me when they would be in. No call. Next day I called again and was told the parts were not ordered yet. After grappling with a particularly rude representative, I was able to speak to a supervisor who authorized me to go to another company and they would pick up the tab. I guess that is worth a one star rating.

Everything was easy. One of our cars had a nasty crack coming up the center and across the windshield, so it had to be replaced. Just about every part of this experience was simple and pain free… just the way a service should work.
1. Scheduling — piece of cake. I logged into my insurance website, went to the claims section, there was a link for windshield repair, which after describing the problem took me to safelite’s booking website. Booked an appointment for a replacement at my home, had a confirmation email from safelite within minutes.
2. Appointment was about a week out, received reminder emails during the week so I never needed to call them to confirm my appointment.
3. Received an email that morning from the tech, followed up with a call to my cell, giving me the window of time he’d be at the house.
4. The tech (Greg) was prompt, professional, courteous, and friendly. He took the time to answer all my questions before doing any work. He was fast and efficient and let me check out the work when he was done. He got everything transferred over from the old windshield (inspection sticker
.) and even had replacement strips for my ez-​pass.
Job is done and looks great. He collected the deductible and Safelite took care of everything else with my insurance company.
Very sorry to read about some of the other experiences people are having but the whole experience was painless and very satisfactory for me. Definitely recommend these guys.

They were very prompt and arrived in a timely fashion to fix the crack on my windshield. It looked like the crack grew overnight and was now longer than the size of a dollar bill. So they quoted me for a replacement glass for $ 700!!! Seriously. I said thanks but no thanks. The technician told me that the glass is usually expensive for my car. I own a 2013 Mini Cooper S and my windshield had a rain sensor on it. But I can’t believe that it’s $ 700. So I called two other glass companies and they both quoted me $ 265-​$ 285 for a replacement. I will never give my business to Safe-​lite again. The outrageous quote was highway robbery and you should stay away if you’re planning on getting your windshield replaced by Safe-​lite

I just wish the windshield wipers I ordered had made it to the installation. Everything else went just fine.

I got a great service from Safelite technician Durane. He was very professional and fast with his work. I recommend their service! Great company!

I have been dealing with this place for over a week now, and I still don’t have the right windshield for out car. They arrived two hours after the latest scheduled time on Friday, but nothing got done because they brought the wrong windshield. I rescheduled for Monday, but they re-​rescheduled us for Wednesday. So I called and got that straightened out. Today they came out at a reasonable time, but brought the wrong part again, but didn’t realize it until it was already installed. They said they will replace it, but we have to wait 72 hours until the glue they just put on dries. And actually, they have to order the part, which could take several days, and THEN they will schedule another attempt, but of course that could put us back a few more days as well. Customer service is very unprofessional and overall unsatisfactory. Can I give zero stars?

First time trying to use their service.
Even with a 5 hour window, came late and not prepared. Customer service is not professional and when spoke to manager, got a do you want to do it attitude. Use another vendor if possible.

Got a nasty crack on my windshield and call Safelit — received fast appointment and great service from the employees!

Crappy Service from a crappy company. This is the third time I’ve used them because of my insurance company and 2 out 3 times I’ve had bad service. I guess it’s really who you end up with that decidees how the service is going to go, well this time, I was on the short end of the stick. I had the tech come to my house to replace my windshield. The tech was late coming to my appointment. It was bone chilling cold that day and I felt like he was rushing the job to get home, I think I was his last appointment. He destroyed my county decal and inspection sticker. When I asked him what happened, he stated that it’s not Safelite’s responsibility to remove the stickers from one windshield and put them on another, really? I had to waste my time to go to the county treasure’s office to get a replacement and I went to the my dealership and they stated I didn’t need to replace my inspection speaker, thank God!!! I would have had to pay for the inspection. Really bad service, use at your own risk, maybe you’ll have better luck than me. But, based on my last interaction, I’m giving them one star.

A piece of debris nicked the windshield of my SUV within 2mo of purchase and I was not looking forward to a 500 $ deductible to replace it. Thankfully, my auto insurance company worked with Safelite to get me a same day appointment to attempt a repair.
My appointment was about 2hrs after I called and took less than 45mn. They carefully explained the risks of the repair attempt and also explained what I should expect from a successful repair job. The windshield doesn’t look perfect by any means, but they managed my expectations and it cost a lot less than 500 $. (It looks like they billed my insurance around 60 $ for the work.)
Others waiting in the lobby mentioned a lot of difficulty with the national Safelite service line with respect to being kept on hold and given appointments too far in the future. I didn’t use it, as my insurance made the arrangements, but it’s something to keep in mind.

Save your money and do not go here!
I had a rep come to my house to look at a crack. He determined that the entire windshield needed to be replaced. I didn’t know how to rebuttal, so I gave him the benefit of the doubt.
I took the car into the Sterling location on a Saturday. he said they would call when it was done, within 1.5−2 hours. 3 hours later, I called them to check the status and they said it was done. I asked why they didn’t call me, she said they were busy. Busy? its a business, everyone is busy.
on the drive home, I could hear loud wind gushing through creases in the windshield. obviously, it was not sealed correctly. so I called them and she said they were closing and that I should bring it in tomorrow (Sunday).
On Sunday I took my car into the Safelite in the AM. The guy at the front desk said «sorry, we are busy, we can’t take your car today.» WHAT? SERIOUSLY? you botched the job the first time, a shoddy replacement job and now you cant take me?! I said, its not sealed correctly and if it rains, it will leak in my 2 month old Lexus IS. He said «i cant take your car, you need to make an appointment»
I asked to talk to the guy to actually did the work. he said he would take the car in right then and check it out. we looked at it together, the seal and lining around the windshield was not installed correctly and he knew it. he said «i tried to make it fit but it wouldn’t, so I left it.» ARE YOU SERIOUS?! However, he said he would take a look at it right then, correct it, and call me and let me know when it was ready.
2.5 hours go by and no call. I called them and they don’t answer the phone 5 – 6 times. so I head over there. the car was in the parking lot, so obviously it was done and they didn’t call me. I talked to the rep, he said he couldn’t fix it and that he didn’t know what to do! I mean, Safelite does ONE THING, window repair/​replace (hence the slogan). When I left the office, I noticed the mechanic had put glue in the crease to seal it and it was half IN THE CREASE AND HALF ON THE CAR BODY!
this is the most ridiculous service I have ever paid for. it cost me almost $ 500 to make my situation worse than it was. and on top of it all, when I called corporate, he said «oh, that’s your problem, you went to the Sterling, VA location! we bought a small independent window repair shop and just put our name on it. they weren’t trained by us.»
case closed. save your money. im taking it to Windshield City in Chantilly, which I heard was awesome. actually they were recommended by my Lexus dealer, but I went to Safelite based on their guarantee and national brand recognition. my huge mistake!