Safelite AutoGlass

Reviews

• DW

  Debbie Watson

  4 days ago
  1.0
  Scheduled an appointment several days in advance was given a window that he would be here for the repair. We kept in touch throughout the afternoon. At the last hour the repairman said it was raining & he was quitting for the day. We explained it had not (& did not) rain at our location. He said he was still quitting for the day! There was an hour left in the window! We explained that there was a hole in our windshield & the vehicle was not drivable & we had to work the next day. He didn’t care! Totally dissed us at the last hour because he didn’t want to work late! Our time window was 1-6! DO NOT TRUST THEM TO SHOWUP!
• AA

  Alexandria

  Jul 2, 2026
  1.0
  Worst experience I’ve probably had at a company in my life. I waited more than five hours without communication that my vehicle was ready so I show up to find out they replaced the wrong windshield and they need me to come back to replace it properly because it couldn’t be recalibrated.. again this was never communicated nor did they seem to care about the inconvenience. Once entering my car it was a mess (wires pulled out, a leftover tool, rubber and tiny pieces of glass on the seat). Talked to customer service on multiple occasions to promise “we’ll make it right” and to wait for managers to contact me. Who knows how long I’ll be driving around with the wrong windshield. What a joke!!!!
• ER

  Erin Roe

  Jul 1, 2026
  1.0
  Terrible customer service at the shop. Techs and actual repair work was fine, but the office / desk people need to find another line of work. I had to speak with the shop several times due to them trying to reschedule my appointment due to their overbooking, was given all different price quotes, amongst other issues. The representatives were rude and unhelpful. I spoke to the manager who was equally rude and a bunch of hot air. They all tried to push me off and did nothing to resolve my issue. Ended up having to call corporate for assistance and am still waiting for answers. Do not recommend.
• ST

  Shannon Tao

  Jun 30, 2026
  4.0
  I’m giving 4 stars because Safelite did stand behind their work and replaced my windshield at no cost after I brought the car back for a small, light scratch/mark from the previous installation. I appreciate that they honored the warranty and the final result appears to be good so far. That said, today’s waiting and communication experience could have been much better. I originally booked an 11:00 appointment because there was about a 5 cm light mark on the glass from the first installation. I expected someone to inspect it, explain what may have caused it, and discuss options such as polishing it out or offering a reasonable credit if appropriate. Instead, there did not seem to be much inspection or explanation; I was told they would replace the glass for free. The estimated time was about 3 hours, similar to the first replacement and recalibration. Since I did not expect a full replacement that day, I waited at the location. Around 12:00, I received an email saying the service was completed, but by 1:00 I had not received any update. After the 3-hour estimated time had passed, I asked whether the car was ready. I was told the glass had been installed, but the recalibration had not been completed yet, and it might take another hour. During that time, it looked like the technicians were discussing my car, but no one proactively explained what was happening. Around 2:11, the calibration target board and my car were sitting there with no one working on it, while the staff all looked very busy. Around 2:45, the calibration board was taken away to calibrate another vehicle. The waiting area also did not have water available, so I stepped out for a while. When I returned around 3:28, the calibration board was back. At that point, we were unsure whether the car had been forgotten, so we walked over to check the computer/program near the car. Only then did a technician come over and explain that there had been some system-related issue and they had needed to call for help, which caused the delay. Once that technician was available, the recalibration was finished in about 30 minutes, and we finally received the car around 4:00 PM. Overall, I appreciate that Safelite took responsibility and completed the replacement under warranty. However, the communication during the process could definitely be improved. If there is a delay, a calibration issue, or a need to pause work on a customer’s car, it would help a lot to provide proactive updates instead of leaving the customer waiting and guessing for several hours.
• DM

  David Mcgowan

  Jun 27, 2026
  1.0
  Subject: Formal Complaint Regarding Service Failure - Appointment on June 27, 2026 Dear Customer Service Management, I am writing to formally document a highly unsatisfactory service experience I encountered on Saturday, June 27, 2026, regarding a scheduled windshield chip repair at my residence. Despite taking proactive steps to ensure my appointment was confirmed and service was feasible, the lack of professional oversight and communication resulted in a complete service failure. On the preceding Tuesday, I visited your Virginia Beach Blvd location to verify that the repair could be performed. I was explicitly instructed to provide my insurance information and schedule the service, which I did for the window of 8:00 AM to 1:00 PM on June 27. I received two text confirmations, one email confirmation, and an instructional video. Furthermore, the day prior, I responded to a request for photos of the damage, which were confirmed as acceptable for repair. By 1:04 PM on the day of the appointment, I had received no communication from a technician or the store. Upon contacting your customer service center, I was met with an unprofessional suggestion that my insurance had not been confirmed and was asked if I was prepared to pay out of pocket. After waiting five hours without a status update, this inquiry was both inappropriate and frustrating, as it suggested my service was delayed due to a billing issue rather than an operational failure. After multiple follow-up calls, I was eventually connected to the local shop. The individual I spoke with, who identified himself as "Anderson," informed me that the technician assigned to my route had been mistakenly scheduled on his day off. He offered to "try to fit me in" if I brought the vehicle to the shop, but refused my reasonable request to have a technician dispatched to my home as originally contracted. When I requested the contact information for his District or Regional Manager to escalate this issue, I was informed that no such contact was possible on the weekend and that he was unable to provide the names or contact methods for his leadership team. This experience raises several critical questions regarding your operational procedures: Operational Oversight: Does your team conduct a daily review of route assignments versus confirmed appointments? If so, why were customers not notified of the scheduling error, and why was no corrective action taken to fulfill these commitments? Dispatch Systems: Does your automated dispatch system lack the functionality to identify when staff are scheduled on their days off? Customer Service Standards: Are call center agents trained to shift the burden of service failure to the customer by questioning payment status rather than resolving the dispatch issue? Escalation Protocol: Is it standard policy for store leadership to be unable—or unwilling—to provide contact information for regional management, or for your company to have no escalation path available for 48 hours during the weekend? I am a professional in the hospitality industry with over 25 years of operational experience; I understand the pressures of a busy service environment. However, the lack of transparency, the inability to manage basic scheduling logistics, and the refusal to facilitate an escalation pathway are unacceptable. I request a formal response addressing these concerns and an explanation of how this failure will be rectified. I look forward to your prompt communication regarding this matter. Sincerely, David McGowan

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