Safelite AutoGlass Ratings and Customer Reports
Total Reported Consumer Losses:
Average Reported Loss Per Consumer:
Average Rating: 1.00
Based On: 2
Reviews / Complaints
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Most Recent Complaint
Auto Glass Repair & Replacement Not Safe to Deal With
Recently a rock hitting my windshield prompted me to inquire about windshield replacement with my auto insurance company. My insurance company Erie deals with Safelite Auto Glass Repair & Replacement. All scheduling of repairs or replacement is handled by Erie Glass and customer calls are sent directly to the third party Safelite. A technician from Safelite Auto Glass from the Hazleton, PA area came to my address to replace the windshield on my 2006 Chevy Cobalt. His name was Jonathon.
It seemed that all went well with the windshield being installed until it came time to put my windshield wipers back in place. My windshield wiper arms have never been touched in any way as long as I have owned this car and no one has removed the arms or done anything because there has never been need. The technician fooled with my left wiper arm for easily 30 minutes or more and he said he couldn’t get the nut back on to secure the wiper to the bolt (?) and keep it in place. I saw him twisting and turning the nut using various tools to try to force the nut back on to secure the windshield wiper arm.
He made a call to someone, I don’t know who. He told me that “either the nut or the bolt was not threaded” and he also said “something could be stripped” but he wasn’t sure what the problem was.
After allowing him more time to try and secure my left windshield wiper arm, and I suspect he was making the situation worse with stripping threads, he said he still couldn’t get the nut on properly. He put the wiper arm in place with the unusable nut sitting loosely on the bolt and he prepared to leave. I wasn’t pleased with this because he was leaving me with an unsecured windshield wiper arm that did not have a problem before he touched it and now I had to find a place to go and get it fixed thanks to him.
The garage who gave me a replacement inspection sticker on my new windshield gave me a new nut for the wiper arm the same day. The technician knew that I had to go somewhere to get this fixed and he said that , “any mechanic has threading tools.”
Within a few days I was surveyed by Safeglass asking about my overall satisfaction and I honestly rated all aspects of the service the lowest due to the technician leaving me with a problem that didn’t exist before he touched my car. The immediate automated response from Safelite was that someone would contact me.
Safelite contacted me by phone and I explained the problem thoroughly to reasonable customer service reps who understood the explanation of the problem. Safelite assured me that someone would make this right because my left wiper arm is not in proper place and it doesn’t clear snow and rain properly and that began the day that the technician caused this problem. Safelite told me that a technician could come in one week or else I could drive to one of their shops about 35 miles away. Driving to a shop that far away was not a sensible option due to the frequent snowfall here in PA and the distance from my house to their shop located far north of where I live. I spoke to different office representatives at Safelite but no appointment was ever actually scheduled.
One day last week the original technician from Safelite called me and he said that he would personally come back and make adjustments that would “take 5 minutes” but he never followed up. Numerous people contacted me from Safelite customer service offices and I was clearly told that they would resolve this problem for me. More than two weeks after the windshield installment the problem is not resolved.
Today I returned a call to Safelite customer service because they called me again to find out if this problem was resolved. Today someone new from Safelite Customer Care listened to the entire story once again and she twisted up what I actually said and she brought the most rude manager I ever dealt with on the line. I explained to the rude manager that the last contact that I had with Safelite was when the technician called me personally and he left his cell phone number and when I returned his call he would come back and …he offered to make everything right but he never followed up. The rudest manager ever said that he’s not responsible for what technicians say and “technicians have no authority to make such claims.” The rudest manager ever said “whoever messed with the nut or the bolt before the windshield replacement is to blame.” Yes, I agree and that person who messed with it is their own Safelite technician because he was the only one who touched it before the windshield replacement. I told the rudest manager of Safelite ever, the truth and he didn’t like it and he refuses to acknowledge a major customer service flaw in the company and I truly wish that I had never dealt with Safelite Auto Glass & Repair.
I reported the horrible treatment by Safelite to my insurance company and my insurance company will make arrangements for me to take my car to the local garage who gave me my inspection sticker replacement to get this problem resolved that Safelite allowed to turn into a monstrosity due to poor management and the rudest manager ever at an alleged customer care call center. Shame on Safelite for allowing such a low mannered person with no social skills at their “executive call center” to represent them.