Hard for me to imagine a worse overall experience-- I would have been much better off never having interacted with Safelite and just living with the crack in my windshield! Erroneously believing they were auto glass experts, I brought my car in to the Safelite shop to replace a broken (cracked) windshield. But I got my car back with a whole bunch of OTHER things carelessly broken and damaged, damage I have to live with because the replacement parts are no longer made for my car. I will be very sure to go elsewhere the next time I need auto glass work!It started with an initial windshield replacement appointment—set in-person at the shop—that required me to take time off work. I then was advised over the preceding weekend it was necessary to reschedule the appointment as the windshield had not yet arrived to the store. Ironically I still received an automated confirmation of my original appointment date and time, but now I had to take more time off of work for a second appointment.On Monday 3/10/25, I brought my car to the Safelite shop on East Ridge Road in Irondequoit, NY to have my windshield replaced onsite and in-shop. To my shock and disbelief, an unbelievable amount of totally preventable damage was done to my car in the process of changing the windshield. What got damaged…? 1. The wiring for the radio antenna was so damaged the radio would no longer tune in my stations (I immediately returned to the Safelite shop to advise them of this damage, but they were not able to correct the problem)2. The paint got scratched on the upper fender3. The paint got chipped on the upper edges of both front doors4. Interior plastic trim got scratched5. Sections of the door weatherstripping were needlessly cut / damaged and left jagged 6. Plastic finish trim removed to change the windshield was reinstalled improperly such that it got caught in the hood hinges and deformed, and as a result the hood wouldn't close properly7. The wiper arms got gouged up during removal8. The new rubber windshield surround molding fits poorly against other trim on the carI relied on the recommendation of my national auto insurance company thinking the entire process would be fast and easy, but instead I was left with MORE problems and MORE damage to deal with than before I brought my car in to Safelite! What’s worse was I brought my car for in-shop service to ensure the best possible service in a heated and fully-equipped shop, but instead it was a disaster.The morning after this awful experience, I called in to Safelite corporate customer care to inform them of my profoundly negative experience, including sending before-and-after pictures clearly showing the extent of damage done to my car. The customer care rep said my concerns would be forwarded to the store manager and regional manager to address. A full week after the damage was done, I finally heard from the assistant manager from the store. I politely informed the assistant manager I was not interested in returning to make a “Warranty” claim, an exercise in futility and wasted time since the damaged parts of my car are no longer even made and really can’t be replaced. And after the extensive damage Safelite did to my vehicle the first time around, I would never trust or allow them to touch or work on my car again anyway. I also politely turned down an unspecified offer of compensation since no amount of money could undo what had been done, it was more about ensuring that no one else would ever have to go through what I did. Based on my abysmal experience, protect yourself and avoid heartache and headaches-- don’t choose Safelite for your auto glass replacement needs.
Claim your business profile now and gain access to all features and respond to customer reviews.
