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January 2024 by Christina Hoang
Congratulations San Rafael Safelite on yet ANOTHER 1 star review for you! Please everyone, just pay a bit more out of pocket and use your insurance deductible to get your windshield replaced by another business. I’m going to use my local Honda service instead. To reiterate every other review of this place, I was told I could choose to have my replacement done at my home, next appointment was available three days after my call. The day of my appointment I got call (from the only helpful and friendly employee I’ve interacted with at Safelite) explaining to me they can’t do remote replacements on sedans. Why the heck did Customer Svc let me opt to schedule a remote replacement then? Whatever. I called San Rafael location and Customer Svc wanted to reschedule me for the following week explaining they can’t get glass until then. I had to explain I already had an appointment so wouldn’t that mean my glass was already ready? They got me scheduled the next day at their location, okay no problem. But now I’m not trusting their competency and want to call before I drive my busted car out there to ensure they delivered my glass in time. But guess what? Cannot get a single person to pick up their phone. Today, 1/5/23 between the time of 11:35-12:00. After a couple of minutes the line hangs up on their end. Reading other comments it seems as though they reallllllly don’t want anyone coming or calling to do business with them. I’ll be telling my insurer MetroMile about my experience as they have a partnership, but does them no good because now MetroMile has to pay for my more expensive windshield replacement, whereas with Safelite, I would have had to just pay out of pocket because my quote was less than my deductible. A partnership that serves no purpose and CERTAINLY does not serve Bay Area residents.
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December 2023 by Scott Sowle
Horrible experience. They came out and installed the wrong windshield on my truck. When I called them, they told me to bring the truck in, and on the way to their site, the frame around my windshield came apart. After holding my frame in place on the freeway to Safelite (I don't recommend this to anyone), I also had to wait 3 hours in their store for them to install the windshield for the second time. They realized that they had broken the frame, and they ordered a new part, but when they came to my house to install it, it didn't fit. They apologized and said they would have to order another part, and would circle back once the new part came in. They never did. What is most frustrating, is that you cannot find a number ANYWHERE to their local site in San Rafael. All calls get routed to Safelite's 800#, which basically says repeatedly "sorry, no one is available to help you. Thanks for calling." Then hangs up. You can't even leave a message. Now I have to go back to their office (again) just to see what is going on. What a mess. How does this place stay in business?
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December 2023 by Evan Neal
I cannot recommend Safelite to anyone, and will be letting my insurance know that they should not be sending people here. When I arrived for my appointment, they had the wrong window replacement, despite showing me that the form was correct. They pushed my appointment to the next week, but when I showed up again, they still had no window for me.Frustrating on its own, but in addition to all of that, no apology was ever offered the first or second time they messed up. They were also very uncommunicative, I had to go and push for answers any time I wanted an update. I wish I had read the bad reviews before going here, they could not be more true.
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November 2023 by Jack I
No phone support, totally a turn off not to speak to a person, prior to making a claim.Call me... actively look elsewhere..Customer service a ZERO
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October 2023 by Gabriella Plattner
Awful customer service. You're in hold forever, they quote you more just because you're in Marin, and they keep routing your call to Oakland.Marin Glass in Novato is straightforward, easy, and no more expensive. And they pick up their phone.
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August 2023 by Jade Young
Antonio and Dejanae provided exceptional service! Tony was very quick and efficient. I would definitely recommend this location based off of the positive customer service!
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August 2023 by Scott Hershman
I would give zero stars if possible. Unbelievably unprofessional shop and company, I will not waste my time with their nonsense again. Cancelled my appointment with less than 24 hour notice, less than 15 minutes before the shop closed for the day, did not return a message and corporate was useless as no rationale provided. I took PTO for the scheduled appointment and zero consideration for the customer. Typical Marin County customer service from a large corporation who obviously could care less about the customer … next!!
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June 2023 by Suki Skye
Fast service, high quality, and they even moved my FasTrak from the old windshield to the new: five stars :)
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May 2023 by Mary F
I had an appointment for today which had been in place for 3 weeks and when I arrived they advised me they did not have the glass and had tried calling me once this morning. The call was "dropped". They did not call me back, did not notify me in any other way including through text or email that they did not have the glass (although I received many reminders about the appointment by both text and email including after their supposed call to me). Normally when someone tries to call a person about schedule changes they will try other ways to notify the person or at the very least will try to call back. This individual did not have a professional response when suggested they could have tried other ways to contact me. I have had much better service and customer communication with past Satellite interactions and service calls. I do not recommend using this location of Safelite.
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May 2023 by Frank Tank
I had my windshield replaced and they took it for a 40 miles! drive to "recalibrate"the camera? Really.
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April 2023 by Brenda Gomez
Took my car to get my windshield replaced but they damage my paint now they said it was already there when it wasn’t plus they left some wires out of my driving sit what a horrible experience better fix my damage paint otherwise I would take other actions
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April 2023 by Amber T
There’s a “bad experience”, and then there’s safelite, the seventh layer of hell.Let me tell you about my two month, 5 appointment long experience with them and how my windshield never got fixed.1- We made our first appointment with Safelite to do a repair, the technician said we needed a replacement.2- Second appointment we show up to the Louise location and they say our appointment is on a different day because the glass hasn’t arrived yet and they forgot to tell us.3- Third appointment we are again at Louise location, they say there’s an issue with the glass and to come back in a week.4- Fourth appointment we are again at Louise, and there’s STILL an issue with the glass (they’re buffing it out?), get rescheduled another week.5- I called ahead of the appointment to make sure I didn’t waste my time transferring car seats/rearranging my schedule again, and they said everything was ready. I decided to wait in the office during the appointment after they said it would only be an hour and WOW did I gain a lot of insight in that time. Of the 6 customers that came in WITH APPOINTMENTS while I waited:-most (4/6) were turned away, several were told they came on the wrong date just like we were, one was told he booked the wrong type of appointment.-receptionists trash talking customers once they left, even saying they’d reschedule them if they were rude-several customers were very frustrated, and had made multiple appointments just like I had, and kept being told to come back (recorded the last two customers after watching it happen over and over because I thought there was NO WAY this was real)-heard the receptionist call a customer to try to get them to cancel, did successfully and cheered with other receptionist saying everyone working could now leave early-after this cancellation, they told another customer they didn’t have any appointments available until the following WednesdayAt first I thought it was just me having these issues, but after sitting here for 90 minutes, I’ve realized this company really, really doesn’t care. The level of service and communication with customers is severely lacking and I’ve seen the manager repeatedly being stern with customers trying to put the blame on them when it’s clearly a systemic issue. If they were half as committed to actually helping their customers as they were to constantly turning people away or rescheduling them, imagine how much business they would actually have.I was just informed, while sitting here in the office, that the aftermarket windshield they put on my car cannot be calibrated with my front cameras on my car (after assuring on the phone it could be). Now I’m being handed a liability waiver because my entire dash is flashing with warning lights because now my sensors aren’t working. My dealership is calling asking what’s wrong because they’re receiving all the error messages from my vehicle, and they didn’t even properly seal the windshield! I am a mom with two kids under five. Two months of trying to get a windshield with this awful company and this is where I ended up. It’s entirely unacceptable.AVOID.
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March 2023 by Vanessa Holzmann
Made an appointment through Geico. They quoted 1.5-2hrs for a windshield replacement. It took the full 2hrs, but it was obvious they were all busy working. Did a good job, even saved a sticker for me. I'd go their again for glass repairs.
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November 2022 by Blake Rudolph
Insurance company recommend them. Despite the reviews I agreed. Two stars because it was fully covered by my insurance.However, the technician didn't reinstall my A-Pillar properly (more work for me). Additionally, my windshield now leaks. I have a snorkel on my truck so taking it back in to have them reseal the windshield is a half a day in labor for me to remove the snorkel prior. Not to mention having your appt occur at the scheduled time is impossible. Now that the rain is here I'll need to find an alternative solution.
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October 2022 by Edwin Canales
Easy to make an appointment online. Staff was ready to fix the front shield when arrived. Only took 1 hour to replace. They did a good job communicating about potential rust issues. The waiting area was clean and convenient. Would recommend to friends n family.
