Safelite AutoGlass

Reviews

• TE

  Tony Esfeld

  3 days ago
  3.0
  Upon arriving I was told 90 minutes. At 80 minutes I asked for status and they said “out in 10”. I pointed out that it was still out front and they said it would be another hour. So much for having an appointment. Waiting room is filthy, with at least 3 dead roaches
• SA

  Stephanie Atkinson

  Jul 3, 2026
  2.0
  I had a scheduled appointment at 8:30am for windshield replacement and was told my car would be ready in approximately 3-4 hours. I started calling safelite to check on my car after more than 7 hours with no communication. When you call, you’re routed to a call bank instead of the actual location and nobody could tell me why my car still wasn’t ready. The operator tried to reach the location and couldn’t get through after multiple attempts. I was told to give them an hour. After that time period passed, I called again and the operator still couldn’t reach anyone so I went back to the location. My car still wasn’t completed but they said the calibration was nearly done so I waited. The front desk offered to take off the charge for windshield wipers which I had not requested and recently had placed elsewhere so didn’t need the replacement. She then returned and confirmed they had not replaced the wipers. Then she offered to take off the rain guard, again something I had not requested. Then she found out that hadn’t been done either. No offer to make the matter right for the service I did request. No follow-up from management at this office after my car was finally returned. Horrible communication and customer service. I can understand delays but would have appreciated a simple phone call updating me on the status of my car, or a follow up to make it right after the fact once they realized the ball had been dropped. This is a management issue. Take your car elsewhere.
• LS

  Lisa Samuels

  Jun 30, 2026
  1.0
  I started the online process to have my windshield replaced on Sunday. After entering all of the required information, I received an error message at the end of the process. I tried again on Monday morning, entered everything a second time, and still received no response. I eventually called customer service, and while the representative was very courteous and helpful, it took quite a while to reconcile my account before she was able to schedule an appointment for the Plano location. I also learned that despite advertising mobile service, it is apparently no longer available, which was disappointing. When I arrived for my appointment, I checked in at the front desk and was told that the cost would be $3,000. I explained that this was not the amount I had been quoted during my phone call the previous day. Instead of looking into the issue, the front desk employee was dismissive and rude, simply stating that was what the system showed and that I needed to contact my insurance company. After a 20 minute phone call with both my insurance company and a Safelite Rep, it was determined that the error was on Safelite’s end—not mine. I paid my $100 deductible and was then told the replacement would take approximately three hours, which was already an hour longer than I had been told when scheduling the appointment. Since I had no vehicle, I left on foot to get coffee while I waited. About two and a half hours later, I received a call informing me that they had the wrong windshield had cpuls not install it I was told they would have to email the supplier to determine when the correct glass would be available. After multiple mistakes throughout this process, this was incredibly frustrating. It also should not have taken over two hours into my appointment to discover that the incorrect windshield had been provided. To make matters worse, the front desk employee remained rude throughout the interaction and never once apologized for the inconvenience. When I asked to speak with the manager, he acknowledged the mistake and apologized, but there was no effort to offer a solution, expedite the replacement, or otherwise make the situation right. This entire experience was filled with errors, poor communication, and a lack of customer service. The only bright spot was the customer service representative who helped schedule my appointment—she was patient and professional despite the system issues. Unfortunately, everyone else I dealt with fell well below the level of service I expected. Ironically, my dealership already has the correct windshield in stock. Looking back, I should have gone there from the beginning. I cannot recommend this company based on my experience.
• DJ

  Dr. Sonja Jackson

  Jun 22, 2026
  3.0
  After three scheduled appointments, I finally had my windshield replaced. While the technician who completed the installation did a good job, the overall scheduling and communication process was extremely frustrating. For each of the first two appointments, I waited all day and no one arrived, nor did I receive any explanation. The biggest challenge was the inability to speak directly with a local representative, as the only available option was the call center for booking appointments. After the third attempt, my windshield was successfully replaced, and I am pleased with the final result. However, the lack of communication and multiple missed appointments made the experience far more difficult than it should have been.
• PS

  Perwira Suprobo

  Jun 13, 2026
  1.0
  terrible communication amd customer service. I was quoted a 2-3 hour wait when I booked, them 2 hours when I checked-in on time to my appointment. They texted me 50min after I checked in to say service started, and then after 2.5 hours havent given me an update. I used the text line to respond directly and the line said I would have to call because they dont have status updates. When I called the call center couldnt reach the shop or the technician. I'm now going on 3 hours from "start time" and 4 hours from drop off. Whats the point of quoting time when you cant stick to it, or of things come up why cant you communicate with your customers and/or your own call center? Discounts are needed for this terrbile customer service. uodate: took 4.5 hours total, bo call till they were done. I knew they were done sooner than the call whem the charge hit my card. they left a mess of dirt, foam, and dead bugs on the dashboard. Absolutely horrid. They called me 30min before they closed for the day. No apologies, offers of discounts, or anything. They did send me an email asking for a review!

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