Safelite AutoGlass

August 20, 2015
I had Safelite Auto Glass (Fairfield, CA) come out to my worksite and seal 3 chips I had in my front windshield over a year ago; they were on time, provided excellent service, the technician was courteous and efficient. I used them again on 08/20/15 when a rock hit my front windshield and caused a large crack on the passenger side. The price was great, lifetime warranty on windshield/discounts given, technician was on time/called ahead letting me know he was on his way, he was courteous/professional/friendly/proactive and very helpful; going above and beyond by washing the windshield afterward, vacuuming front of car/dash area, cleaning my yellow/dirty headlights, explaining what he was doing as I watched him work, great experience..made my week! I've had repeated good service with them in past and intend on using them for any auto glass repairs I might need in the future. I highly recommend them and their technicians (BRIAN LONG DID AN AWESOME JOB AND IS AN EXCELLENT TECHNICIAN!!!), great job Safelite! I will recommend you to anyone I know who needs auto glass work done in future. Thanks again!

This appt was coordinated by my insurance company. I had a positive experience from the booking of appt, through the reminder process and up to our replacement today.

We had an early appointment at 8 AM this morning. We arrived early. We were let in a couple minutes early before 8 AM which was fine. The receptionist was friendly and helpful. We were assigned to our specialist Lavosia. He was very helpful and orofeasional. He completed the intake of our vehicle and got us out of there very quickly. He called me after less than two hours and informed me by text that the car was completed. We picked up the vehicle. Everything looks to be in good working order. The receptionist helped us at the end of our visit receive payment, provided warranty information and provided all information we need in case we had any problems with the windshield replacement We are very satisfied with the service receive today. If I find that we're experiencing anything negative. I'll make sure to provide an update, but so far we are at five stars thank you.

Appalling customer service. I dropped off my car at 7 AM and was called to pick it up at 5:30 PM. Upon arrival, I was told to wait a few minutes for the pick-up. While waiting, I noticed the reps were rushing to finish my car, which still didn't have the glass installed when I arrived. Upon inspection, I found that screws for the plastic trim were missing. After I pointed this out, they installed them. Further inspection revealed scratches on the brand-new glass. The rep acknowledged the defect and informed me that they would replace the glass under warranty. An hour after I arrived to pick up the car, I was finally on my way.

I was rescheduled two weeks later for the warranty replacement. When I arrived at my appointment time, a rep greeted me and asked if I was dropping off the car. After realizing it was a warranty replacement, he wanted to inspect my dirty windshield, stating that he needed to determine if it qualified for replacement. He then disappeared. Eventually, I was able to drop off the car with another rep who took my keys. A few hours later, I received a call informing me that the replacement would not be made. Now, I am left trying to either get my money back or secure a new windshield.

Terrible service - will not guarantee work. I would l not return, nor would I ever recommend anyone come here. Shit quality of work and will likely damage another part of your car for which they will refuse any and all responsibility. That's what happened to me... The glass installation technician broke the plastic triangular plastic corner trim that separates the rear passenger and quarterglass windows during the 'removal' of the crash wrap they applied to my window, or so they say...

Despite the technician's apologies and promises, not a single manager called me back about the broken trim. Instead, I followed up with the store on my own and they they said that their disclaimer form, which they make you sign before you can actually receive any service, exempts them from liability of their screw ups - if not explicitly installing glass.

Worst part is they had the nerve to charge the full amount of my deductable - not even at reduced cost or reimbursement for the damage incurred to my car. Go to a place that will guarantee their work. Not sure how AAA agrees to work with these guys knowing that the quality of their work is just so very dissappointing.

Horrible Services.. No return calls from management and no updates. Just horrible. Inadequate communication.

Re:
Reply to Safelite's response to my review:
Customer Service
Business Owner
Thanks for the feedback. We apologize for not meeting your expectations.
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Reply to Safelite-My expectations are most likely that of any reasonable person that needs a replacement window. The way you handle requests for a quote will detour most reasonable people and think of the older members of the community- the process is extremely confusing for them.

Called the main number to make an appointment for a Sunday drop off. They said that there was a key drop off box.
Got to the office on a Sunday, and there was nowhere to drop the keys off. So, with my personal experience and the recent 1 star reviews and the really recent review with the Mercedes Benz being ruined- no thanks. I ended up going to the Mercedes Benz dealership to get factory windshield parts and a bit more professionalism.

Worst experience ever dropped my car off at 9 AM was told it would be done by 5. They never even started on the vehicle until 445. Got no updates throughout the day a long time Safelite customer and I always would get updates through the other locations of Safelite. I will never take my car back to this place and I do not recommend you take your car to this place.

Customers that come to glass companies have either have their glass broken into, or repair. With that being said, emotions will be very sensitive. I would really appreciate if the communication was better. Some of us, our livelihood depends on these cars. We need them ASAP. I tried to book on the day my car got broken into but couldn't get one. Quickest was the next day, fine. I got locked in 8am-12pm. I was crossing my fingers hoping they would come early. But guess what, 12pm the technician finally called me and said he was running late. He came in close to 1pm. He was, nice and respectful and was explaining how things will get done. I just wasn't happy with communication, I wished Safelite would've given me a heads up earlier that my technician will be late. I pretty much got stuck the whole day waiting for my car to get it fixed. Online services doesn't give me an option to contact my technician.

Took out vehicle on due to insurance company recommendation. Should have read reviews first. After it was there literally a full day they asked us to come get it 10 minutes before closing. Although they had it since 9 they didn't start working on it until 1:30. When we went to pick it up and drive away noticed wires hanging out and rear view mirror had gaps in it and wasn't sitting flush on windshield. The guy we had got upset tried telling us it's how it's supposed to look as though we are stupid. Had to get the manager out she agreed it wasn't okay. Told us it was the glass and to come back the next Saturday. We brought it back and they replaced and it all went very well. They barely had it two hours second round. Very glad it ended well but it shouldn't have been such an ordeal and we shouldn't have had to get a manager involved

It was a small chip on the windshield, no bigger than a nickel. The work was done when I was away from the car - we opted for mobile service - and it looks as bad or worse than it ever did, if the repair was even done at all. I followed up via form email and the next day they assured me the chip was repaired. But windshield was just as dirty around the chip as it was when I left it. If the work was done, it looked like crap.

I could've and should've ordered a kit from Amazon and done it myself. Bc if the crack is now filled with epoxy, then it's going to look like this permanently. I realize you can't remove the look of the crack completely but when I say it looked as bad or worse than I left it, I mean it sincerely. The pictures on their website should have the before picture in the before AND after pictures.

Very unhappy with their work.