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September 2024 by Steven Mantegani
I contacted Safelite to replace a cracked windshield on our 2020 Jeep Grand Cherokee. I decided to have a mobile tech change the windshield. The change went smoothly, but the tech couldn't get the vehicle sensors to sync with the new windshield. It was at this time that I learned that the tech used non-OEM glass. He said two weeks later another appointment would be scheduled to put in OEM glass. Two weeks later a different tech comes without a new windshield figuring it is a simple calibration job. The calibration failed and told me it was an issue that the dealership could fix. I take it to the dealership the following week and they cannot calibrate the windshield because the non-OEM windshield has a blemish right over the Jeep's sensors not allowing it to calibrate. This led to a $265 charge from the dealership for their time that was only caused because the tech told me to go to the dealership. One month after the initial windshield change, I am at the Safelite San Jose location to get the windshield changed. The appointment was at 2:00pm, the tech looked at the windshield at 2:45pm, took the vehicle back at 3:30pm, was in and out of office with keys and more electronic devices only to come to the conclusion that the non-OEM glass is not working at 4:30pm. They didn't have an OEM windshield on site, so I needed to bring the Jeep back in a week. The following we the appointment was at 12:30pm, the Jeep was not taken back until 2:22pm and was finally completed at 3:41pm 5 weeks after the initial windshield change. They also would not reimburse me for the dealership fees that I incurred even though their tech stated I just needed to go to the dealership to complete the sensor calibration. Apparently this is very normal as I over heard another customer get told that they installed non-OEM glass for their windshield and the sensors were not able to be calibrated. They told him that he would need to return in 2 weeks after the glue fully set so they could replace the windshield with an OEM one. With all the sensors on modern cars causing so many issues with non-OEM windshield, why wouldn't Safelite have a supply chain that would have OEM windshields available? When I inevitability have a windshield issue in the future, I will be trying another company or some other Safelite location.
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September 2024 by Steve Juan
I went to the shop to replace the BMW IX side windows last month. I hesitated at beginning because it is European car. This shop was the insurance company only allow, so i decided to take a chance. Surprisedly, they made it although with some delay. Sydney is a skill and professional person. Also the cost of the fix was less than 1/3 of BMW dear asked for !
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August 2024 by vignesh t
Fast service pretty straight forward unless you get any issues.
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August 2024 by Andisheh Jahanbin
Today, I visited the shop and dropped off my car at 8 AM. It was supposed to be ready in three hours, but I received a call saying they couldn't recalibrate the windshield and needed a third-party service, which would take an additional two hours. I waited nearby and called after the extra time, only to be told the car was almost ready. However, when I arrived, I found out the car hadn't been worked on.
I asked for the manager and requested a ride to work due to the inconvenience, but they refused. Another customer was also complaining about delays. The manager rudely interrupted our conversation, insisting I keep the matter private. He was dismissive, cutting me off, and repeating his version of events, while I received conflicting stories about my car.
Despite my simple request for a ride, he grew angrier and threatened to release my car without completing the job. While I was on the phone with corporate, he brought out a form for me to sign, and when I asked him to wait, he rudely dismissed me. He then had my car parked in a handicap zone, tossed me the keys, and walked away.
I've now scheduled an appointment at a different shop and wasted an entire day dealing with this. Do yourself a favor and avoid this place.
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August 2024 by Ahmad Shaar
They had many scheduling conflicts after confirming the appointment. But the manager there is so nice and professional he turned the situation from frustrating to pleasant.
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August 2024 by Joshua A.
Quite simply the worst business experience I've ever had. I'll start by just stating the raw facts as they actually unfolded:
-Episode 1: Dropped my car off to repair a crack. Ubered home. Soon after getting home, they called me to come back and get it because they discovered that their replacement shield was damaged too, and needed to reschedule.
-Episode 2: Brought my car back for the new appointment. Windshield was replaced, but I noticed a sound of wind coming through the left hand side.
-Episode 3: Took it back to get wind issue fixed. They took it and I got it back, noticeably soon. Everything seemed the same, as though nothing had been done with it, but I dismissed it. I later got a call from Safelite customer service saying a rubber seal part I needed was ready--AFTER I had picked it up under the guise of having been repaired.
-Episode 4: I got back on the freeway and sure enough the wind sound was still there. It was clear it never got worked on. The part clearly hadn't arrived in time and the job never done, yet it somehow got marked completed.
-Episode 5: I took it to Safelite yet again; when I picked it up, it looked fine, and the rubber seal part had been installed, but when I got back on the freeway the wind sound returned.
-Episode 6: I asked the Honda dealership, and they told me there was some CA law that states that in such cases, the customer can have it repaired at the dealership at the expense of the insurance company.
-Episode 7: I called my insurance and they said there's no such law. They said my best course of action would be to try another Safelite.
-Episode 8: So, I went to the Safelite on Lafayette. They told me I couldn't get it fixed there because according to their records, Safelite needed the aforementioned rubber seal part, which according to them was still sitting in the shop on Stevens Creek. I told them that's impossible because it's on my windshield as we speak, but they insisted that Stevens Creek tried to contact me several times about this part and that I never responded to calls. The Stevens Creek reps themselves even disputed this. I can't even begin to imagine how a scenario like this becomes possible.
-Episode 9: Immediately after talking to Lafayette, I zipped right over to Stevens Creek, and fortunately the mechanic I talked to recognized me and knew my case. But sure enough, not only could they not squeeze me in that day, there was some issue with their appointment system, and I couldn't even make an appointment to come back later. They told me to wait until 2 days later to expect a call from someone who was off at the time. Do you think they called? Of course not. I called them myself after 4 days went by (and had to try multiple times).
-Episode 10: I took it to the appointment. They told me they didn't have a new rubber seal on hand, and recommended rescheduling, but acknowledged they could still try to do it that day anyway. I opted for this, since if it broke, I could still just come back anyway. Thank God, this time the procedure went as planned and the issue was FINALLY resolved.
Kafka himself in his wildest dreams couldn't have fathomed a more dysfunctional bureaucracy. But this was mainly a combination of bad internal organization and a few bad apples in the garage who phoned in their work. The bottom line is, if it stopped at just 2 trips, 3 trips maybe, THAT would have been fodder enough to trash this place, but I would've even let THAT slide. But my regard for this company ended up plummeting to lows I never thought possible, and if someone at Safelite reading this so much as thinks about insulting me with some phony, disingenuous, cookie-cutter "we're sorry" stock apology like they seem to do with all the other bad reviews: this was FAR beyond what anything like that can assuage. To condescend to me with something so useless would almost be fitting for them: a perfect che
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August 2024 by Frank Gozzo
Tried to get a quote...can't talk to a human...horribly long online...reviews bad so I went somewhere else.Maybe spend less on commercials and more on customer service
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August 2024 by Shankar Shukla
Horrible service n super rude staff. Staw away!
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July 2024 by SAGAR THAPA
Worst place ever , they broke my dashcam and my wire was tangling. Front desk guy is rude and didn't fix Mt stuff. This place need to be closed
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July 2024 by Ramiro Yruegas
Service is ?️. I took my car to a San Jose location and dropped my keys inside the overnight drop box. Parking lot was covered with broken glass. Called next day and was told car will be ready at scheduled time. Got there by Uber which was $80 out my pocket. Guy at desk said the morning shift person never opened up key drop off box. Car sat on lot all day not being worked on. No refund for Uber cost. Customer service is trash rather have taken to dealership in the first place which is the place I took it after. Morgan hill Honda knows how to treat their customers. Strongly wouldn’t recommend Safelite. Should have looked up the reviews before making the appointment.
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July 2024 by Harsh Patel
No a good attitude, the receptionist was so rood, she didn't let the vehicle for repair because we were 10 mins late. Came all the way from Redwood City, because I saw good reviews over here. Should suggest to either go to other location or reach their before time.
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June 2024 by Kelly Garcia
Great service!!! 100% recommended ❤️
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June 2024 by Eng Siah
Satellite repaired a chip and crack on windscreen glass with resin and insurance covered it with no deductible
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June 2024 by david carter
$2k of damage to ADAS after windscreen replacement, refused to engage or fix things in any way
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May 2024 by Mark Mc guire
Good job
