Safelite AutoGlass

Reviews

• HH

  Herb Haswell

  1 day ago
  5.0
  Highly recommend Safelite Auto Glass. Technician was incredible. Very professional and polite.
• JS

  John Sullivan

  Aug 23, 2026
  5.0
  Great work. Ordered the repair on Monday and by the end of day Wednesday had a brand new replaced windshield.
• KS

  Ken Steinhardt

  Aug 18, 2026
  1.0
  After my windshield was damaged by a rock kicked up from the road, I immediately filed a claim online with my insurance agency (Progressive). Their website pushed strongly to schedule repair online directly through them to Safelite. The soonest that Safelite could take me at the local branch in Franklin, Massachusetts was one week out, and I booked it online for that afternoon. Pretty much every day over the next week from the initial booking through to the morning of scheduled service I received both text messages on my cell phone and emails from Safelite confirming the appointment, along with specific requests to arrive early and other miscellaneous pre-repair instructions. Just before leaving to drive to a medical appointment for my wife at 7:30AM that morning I did one last check of my emails and saw that at 7:03AM I had received another final email from Safelite with the headline "We'll see you today to get you fixed up!", and yet again confirming the afternoon's appointment, with a request to arrive 10 minutes early. Immediately after the medical appointment, that afternoon I dropped off the car that I had been using for the last week (while waiting for my car's windshield to be repaired), and drove my car that needed repair to the Safelite facility in Franklin at 490 West Central Steet, arriving 10 minutes early as requested. They looked confused when I arrived when I told them that I had an appointment. To make a long story shorter, after saying who I was and why I was there, they found me in their system and informed me that the new windshield that was being shipped to them for my repair had not arrived, and that they had already rescheduled the work 5 more days out. I told them that this was not only completely unacceptable and not possible given previous medical appointment commitments over the next week that would preclude any other time for repair for at least one more full week, but that I needed this car back TODAY to drive my wife to the next medical appointment in the morning! They didn't seem to care, nor did they offer any alternative solutions, specifically stating "there's nothing we can do". I showed them the multitude of emails and text messages on my phone that had been received from Safelite during the previous week and right up through that very day confirming the appointment as still being "on!". They then stated that they had called me that morning and left a voicemail about the rescheduling. I then showed them my phone call log and voicemail log, which of course shows that they never called me (and which my month-end bill verified). Now their story changed to "um, maybe we called the wrong number". How is it possible in this day and age (when even minor shipments usually have extensive tracking information) that somehow they didn't know that my new windshield wouldn't be available for installation until at least FIVE DAYS after the committed appointment, even on the original day of planned installation, yet somehow they managed to keep sending me texts messages and emails that everything was fine!? Let me call this, objectively, what it is: 1) Gross incompetence. 2) Dishonesty. 3) Complete lack of customer empathy or care. After contacting their corporate customer service, I was told that their district manager would call me back to discuss this. That never happened. Do business with this company at your own risk, I never will again.
• RN

  rick nash

  Aug 15, 2026
  5.0
  Your technician Will did a fantastic job of replacing the windshield on my 44 year-old Porsche. I could not be any happier with the service provided to me.
• AW

  Anita Waldron

  Aug 2, 2026
  1.0
  I first want to say that I have no negative comments on my windshield or its installation. Everything seems fine. I would also like to specifically thank an employee named Jayden who was polite, courteous and very helpful during my time at the Franklin MA Safelite. Unfortunately, Jayden was not the only rep I dealt with. My complaint centers on the man at the front desk (on 7/28/26), an older man with a short goatee, whose name i unfortunately did not get. I have lived in Franklin for 34 years and have never been spoken to as rudely as I was spoken to by him. I was told the installation and calibration would take 1-3 hours. After 2 1/2 hours I asked about the progress on my car, and it was explained to me (by Jayden) that Subarus often take extra time, and that my car would probably be another 30 to 60 minutes. I was fine with that. Another hour went by and I asked the rude man at the front desk if he thought it would be much longer, to which he answered "yes." I told him I was going to leave and asked if he would call when my car was done. He said he would. My husband picked my up, and just as we pulled out of Safelite's parking lot, I received a text saying, in part, "We've completed the replacement for you 2025 Subaru Forester." We returned to Safelite, and I was admittedly frustrated. When I went in and tried to find out if my car was ready (it was not) he continually shrugged, and ansered with, "And?" to almost everything I said. He said it wasn't his fault I'd gotten the text as he was "at the mercy of the computer system," and continued to say that I would know when the car was ready because I'd get a call. I left, saying, "I will wait for your call." More than two hours later I called Safelite (you aren't able to call the specific Safelite, and my call went to a central number), and was told, yes, my car was finished. When I went in to pick up the car, he took my key, tossed it on the counter and said, "There you go." No apology for not calling me (by the time I called, according to my receipt, the car had been ready to pick up for an hour, and yet, no call), no apology for taking more than 6 hours to replace my windshield, and certainly no apology for the way he'd spoken to me. Also, as I'd learned from sitting there three hours before I left, there were some explanations given each time someone picked up their car (rain's ok, no carwash for three days, etc.). Fortunately, I had heard all this watching other customers, because he did not say anything else to me. I emailed through their website, explaining how disappointed I was with the Safelite customer service I'd received, and also reached out on their Facebook page, asking that someone respond to discuss my experience. I held off on any Google review, waiting to see how the issue was handled. It was not handled, I heard from no one, and then got an email asking me to review my experience on Google, and so here we are. I may try another Safelite one day, but it certainly won't be the one in Franklin.

Frequently Asked Questions About Safelite AutoGlass