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January 2024 by Marie B.
If you have to replace a glass attached to a door or hatchback trunk...use another glass company. Ask your insurance company who else can work with them for Safelite doesn't know what they're doing nor have the right tools to properly replace the glass at your personal residence or job site. They'll make it look good like all is well and then when you go through a car wash will be the real test or during heavy rains. If you have no choice and have to use this company, test your car immediately through a car wash. If it does leak call the customer service phone right away for no one ever picks up the phone in most of the locations, especially Redwood City. They say it's a "lifetime warranty" but it's not! It's only within 30 days of you noticing there's a leak. And the leak may be happening due to them breaking the rubber boots part that holds the glass up & in place inside the door or hatchback panel. A place you will never see unless professionally taken apart. Safelite will say anything to avoid any responsibility & you'll end up paying $500 or more to get this properly fixed out of your own pocket. They caused more damage to my car than "fix" itv& it cost a lot more to fix their failure. So be careful.
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January 2024 by Tony R.
First off if you view my other YELP reviews they are all very positive. I believe that great service deserves taking time to provide a great review. UNFORTUNATELY, this is my first negative review for a company -- It took multiple circumstances to produce this review:1) There were many NEGATIVE Yelp reviews about this specific SafeLite Redwood City shop (inability to recalibrate properly, poor/no communication, etc) so I needed to see for myself by visiting the SafeLite shop a few days before my actual appointment. "Oh we do many BMWs like yours. Not a problem; however, if you had a Maserati or some other high-end complex vehicle...", says Erika, the manager to me. Also, I informed Erika of my dash cam mounted on the window and asked that they safely detach the mount when they replace the windshield. "No worries. I'll put that on the order.".2) I arrive at 7AM when the shop opens. I get my car checked in by Erika. It seems that there was clearly a problem as only 2 of their shop installers made it in, and other installers called and said they wouldn't be making it in. Erika informed me that due to the short-handed staff this may take the entire day to get done, "But we will get it done by the end of the day...", says Erika.3) 9:30am I get a call from Erika: "Hello, it seems that you weren't able to make your appointment. Shall we reschedule?" What?!? REALLY??? I had to remind Erika of who I was and that I met her at 7AM to drop off my car and SHE was the one that took my car key and checked me in! Not a good sign...4) 2:30pm: I get a call from the installer, Gavin, stating that they can't recalibrate my car, and therefore can't replace the windshield. NOTE: If I could have given this Yelp review a ZERO I probably would have; however, the only polite staff member, who seemed to know what he was saying, was Gavin (Yes - Don't let this team member go. He was able to explain why Safelite could NOT calibrate and suggested that I go to a dealership to have them do the recalibration and get the work done).BUYER BEWARE. I was assured by this SafeLite shop that they could do the work "no problem". Not sure what options my insurance company is going to offer me to get this fixed; however, it won't be going to SafeLite to get it done.
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November 2023 by Yu C.
No communication at all.I had originally scheduled mobile service to replace a broken rear windshield on 10/4, the tech came out to take a look, but determined he didn't have the right parts and had to order it. No issues there.Then...nothing for an entire week. After the silence, I send an email to the store manager to follow up, but no response again for another week.So I decided to call them. After the call, they followed up and provided solid service. The work done is good for the price and would've gotten 4-5 stars, but the initial lack of communication was disappointing and dropped it down.
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October 2023 by Kenny J.
Surprise surprise. 4th visit, replaced glass, but they couldn't calibrate. Have to come back again5th visit, they tried to calibrate but couldn't do it. I have to schedule with the dealer to calibrate. This place sucks
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August 2023 by Johnny B.
At least this safelite did not respond, were not friendly, did nothing but put us off till they wanted to respond which was somewhere in the middle of September. In the mean time my daughter has no way to work no way to do anything thanks to the insensitivity of safelite RWC . Beware this place, the ads you see on TV are falseAdvertising and outright lies.. do not give them your business they should not be allowed to do business of any kind. Service you cannot depend on.
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August 2023 by S S.
Very courteous, friendly staff who made the process more efficient and less stressful or intimidating. The windshield replacement was said to take about 2 hours and it was completed a few minutes early. Although I was told to arrive at least 10 minutes before the appointment, I ran 1-2 min late due to an errand and was glad it wasn't too big of an issue. The lady who helped with the checkout process was also very accommodating regarding a discount that couldn't be applied when making the appointment online. She applied it in-person and I appreciated her patience and positive attitude. The gentlemen who also worked on the car and had me check in were also very friendly and so far, they did a great job on the windshield replacement and windshield wipers. However, they didn't run me through the do's and don'ts after the replacement...
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August 2023 by Tina L.
A series of unfortunate events (aka broken windshield) led me to my visit here. I had already scheduled my visit online so all that was needed was me showing up at my scheduled time and date. There's many locations but they were all booked up so up to the Peninsula I went. I GPS my happy self there and recognized the area it was in right away. It's extremely condensed area with a lot of street work being done. I saw the shop in the corner and immediately worried at how small the entrance and parking area was. There was no spot open so I'm not sure how they handle things when it's so busy. I waited and lucky for me a person was leaving. I parked and went in.There was someone in front of me being helped and it was a walk in as they told him the time it would take to get the job done. So they do take walk ins. After he was helped the young kid walked off and never came back. I waited and waited and a woman came up and asked me if I had been helped . I said no and she took care of me. Within a minute I was in and out of that place. I already knew they could take up to 2 hours so I planned accordingly to not have to wait in their tiny waiting area. They finished the work in about 1 hour and 15 minutes and called me that my car was ready. When I got there my car was parked off to the side almost halfway out the street (basically ready to go). Again the waiting area and parking lot are very small. So getting your car soon as it's done is the best way to go. Got my receipt and my keys and I was a happy camper on my way home with a replaced windshield. I was also given instructions on no power washes for certain amount of hours. I also received a text a day later to remove all tape. My windshield replacement was done great. It was clean and like wearing a new pair of glasses. The job was done professionally and there was no broken glass or anything around it. Great job no issues. Beyond the slow check in for a scheduled appointment the visit was straightforward and done in a timely manner. Would consider using this place again if check in is quicker so I can go about my merry way.
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June 2023 by Ken A.
Wholly $&!&!$ show! Weeks and weeks of rescheduling. Three times the glass came in with broken defrost connection. Really. I think it has been a total of 4 times total of them coming out or had to reorder or insurance problems or blah blah blah. I am going to start a windshield replacement company just so they have competition!
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April 2023 by Lorrie C.
My windshield developed a crack 1/3 down on the passenger side. I called my insurance and they referred me to Safelite. I called them and they said that since I had a Tesla Y they could not replace the windshield on site and I would need to take it in so they could recalibrate after working on it. The first availability was in nine days. That worried me because I did not feel that I could safely drive the car. So I went on line and found Precision Glass. They said that they could come out to fix it and the car would recalibrate itself. Being a skeptic I went on line and found that to be true. I checked my car, it said the same thing. So I wrangled the Safelite Redwood City phone number from the corporate office and called them explaining what I found. They said, "no we have to recalibrate". So I went with Precision, they came out the same day and did a great job. As I drove from work I saw a display on my screen saying that the car was recalibrating. Lo and behold six miles into my drive it had recalibrated and I could use cruise control again.I don't know if they are willfully ignorant or if they make more money from the auto insurance companies this way. Driving six miles without auto pilot is not dangerous. Most people do that exclusively in any car!
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March 2023 by Joey N.
My 2019 Honda CRV needed a new windshield and Safelite AutoGlass Redwood City was my choice. My order was received by Royer and all was ready to go but to my pleasant surprise, Kenny (the technician), noticed a small scratch on the new glass on the driver's side and he was not recommending installing it. Royer informed me that it was my choice but he would also recommend against it and that they want to get the job done right with my total satisfaction. I agreed and we rescheduled for 2 weeks later as they re-ordered a new windshield for me. Because of Kenny's diligence and attention to detail, I asked that Kenny be the technician to install the new glass at the new appointment. About a week before the new appointment, I called to ensure all was still on schedule and the representative on the phone was able to confirm my appointment and asked that I call again the day before so that Kenny can check the new glass. I called the day before and was given assurances that the appointment was confirmed and that the new glass was in. Kenny will be inspecting it and would call me if anything was amiss. On the day of the appointment, I was greeted with a smile at the shop by Jackie and she was totally prepared. My paperwork was already on the counter and Kenny had inspected the glass to ensure that there were no issues and it was ready for installation. I spoke to Kenny on the way out and he showed me that new glass and told me that he had inspected it and the install with calibration would be completed in 2-3 hours. I got the call from Royer that my car was ready for pick up 2 hours after dropping it off. I picked up the car and was greeted again by Royer, Jackie and Kenny. Everything went about as smoothly as it could possibly go. Most people would only have to replace their windshield once in their life time of owning their car so having such a positive interaction from beginning to end is something I don't take for granted. Thank you to Kenny, Royer and Jackie for doing a great job and representing Safelite in such a positive way. I highly recommend Safelite AutoGlass Redwood City.
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March 2023 by Greg D.
Update: finally got my appointment. They rest garage doors on customers cars? Doesn't leave me a confident feeling my car will be treated well.
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March 2023 by Json T.
Quick take: be prepared to wait, and wait, and wait.This is regarding an appointment for windshield replacement at their location (aka in-shop). For whatever reason, they didn't have the mobile option to Burlingame for like forever ( maybe a month out).Arrived early for a 10am appt, but they didn't put the car in the garage until 11:30. Actual work took about 2 hrs and I was out at 1:17pm.Initially I could hear it rattling, but it subsided before I got onto 101. Hopefully I don't have to bring it back. I'd rather go to work. At least they have free snacks.
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February 2023 by Vahid F.
I have had my bmw windshield replaced twice the last 3 months because of rocks Safelite has been amazing to work with and they have done an amazing job fixing itScheduling , notification and service has been wonderful They have been 1/3 of the price of bmw dealership with a great experience Note: make sure you ask in advance if you want an OEM version
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February 2023 by Elle G.
I made an appointment for January 31, 2023 they called the evening before to reschedule because their designated technician was sick. They rescheduled me for February 14th 8:30 am. I show up yesterday at 8:30am I wait for 30 minutes because they need to verify that the original equipment manufacturer OEM windshield that my vehicle needed was at their shop. First of all my appointment was set for two weeks ago you would think they would have my windshield ready to go from the appointment I had scheduled two weeks prior. Nonetheless they confirm that yes they do have my OEM windshield but they would need to take all day with my vehicle. I was puzzled since I specifically made an appointment and not a drop and go it was an actual appointment where they should have started and finished within two hours they verified that this was true and apologized for any inconvenience on there behalf they explained that most of their technicians were out sick and that's why they were backed up. By this time I had already spent over an hour in their lobby. Anywho I decided to leave my car there all day so I called an Uber, and as soon as I was leaving in my already paid Uber the employees tell me that they lost the windshield and they can't find it. They double checked the night before and they thought they seen it but now it's missing? At this point I realized that I would not be getting the help I needed because this establishment is not being run efficiently they offered to reschedule but this would be the third reschedule I think thats ridiculous. My windshield was not there and they could have started with that and just apologized to me for forgetting to order it twice instead of stringing me along. Ask your insurance for alternative glass repair shops there are plenty of good ones in nearby cities.
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January 2023 by Julian G.
My rear window was broken into in San Francisco. My insurance told me to go to Safelight. They came out to my house to fix the rear window, but forgot the moulding. We rescheduled with Safelight online. The manager and the technician both called my dad the day before and said that they had the part and they were all ready to come out tomorrow between 1-5pm. My dad receives a notification that the appointment has been cancelled and there was no reason! Bizarre
