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September 2024 by Sam Bryant
The WORST experience — I never write reviews but dang, this one is deserved. Cracked my windshield, made a claim through my insurance, they scheduled me for a drop and go appointment with Safelite. I received text confirmations 3 times, and dropped my key at the lockbox at 8:45am (they require it to be dropped off before 9:30am).
I was told via text confirmation during the days leading up to the appointment that i would receive updates and photos and realized by 1pm that I hadn’t received anything. I called, they said that my car hadn’t been worked on yet (after confirming my car make and model based on my phone number), but to make sure to pick it up before they close at 5pm.
I call again around 4:10pm to confirm my car is ready, they confirm my info based on my phone number, and then I get put on a 10 minute hold because the receptionist didn’t have any info on it. She claimed she needed to talk to the mechanics and see if it’s ready. After being put on hold, she comes back and says she can’t get ahold of them, that they will call me instead to chat. I NEVER receive a phone call and arrive at 4:45pm to see that my car hasn’t even been moved from where I parked it with a giant crack still in the windshield.
I go in, the receptionist asks if it’s for the Honda CR-V, I say yes. She doesn’t even have the key and goes to the lock box to get my key. She asks if I dropped it off after 9:30am and I say “no, I dropped it off at 8:45am.” She tells me that they check it twice and the key wasn’t in there. Then she tells me that I didn’t even have an appointment and I wasn’t in their schedule! Which how would they have all of my info, especially since I was receiving text confirmation?
Anyways, it was humiliating and I wasted a whole day without my family’s only car to now have to find someone else to fix my cracked windshield.
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September 2024 by Richard Soldan
They keep trying to fix my windshield that continues to leak. Find another location!
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August 2024 by Kailey Bell
S etting up an appointment was extremely difficult! I ended up having to speak with a supervisor, and they did not seem to care at all how frustrating it was. They are also NOT transparent with their pricing. I was told about 4 different prices before receiving a confirmation email with a price of $300, with a link to a full receipt on their customer portal, where my total was ACTUALLY $346. The only reason this isnt a 1 star review is because their tech that actually came out and replaced my glass was amazing. I was at work and he was able to handle everything with minimal interruptions for me. I suggest trying Auto Glass Now instead.
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August 2024 by Cd Cat
Got here 30 mins early before my appointment to replace windshield due to large cracks. Appointment was at 4. Lady at front said they could see me a litter earlier. Still here at 534p. Person at front wanted me to pay before I got my car to make it an easier process.... so he could leave. I'm still here. The one in Williamsburg is a lot faster. Going there from now on. Also, did not get a receipt. Front desk person said it will be emailed. No receipt. Everyone that came in after me left before me. Will not go here again.
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August 2024 by M. Grey Sweeney
I found my truck window busted out when I went to leave for work. I was able to make an appointment with Safelite on my phone for the same day, took the truck to the location over by the Diamond, and received courteous, efficient, and fast service. They not only replaced my window, they vacuumed out the truck removed all the shattered glass throughout the vehicle.
I have no idea why there are so many negative reviews for this location. I would use it again without hesitation and would recommend it to my friends and colleagues.
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August 2024 by Jason Britt
Safelite repair safelite replace!! Great advertising if you would show up!! 2 appointments scheduled and both canceled because a tech called in. Very disappointing when you think your dealing with the best Auto Glass Company and they don't deliver. If you have plenty of time to schedule and wait go for it. If you want to keep a schedule use someone else.
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August 2024 by Bryce Safrit
Quick and easy. In and out within 30 minutes. The windshield repair looks great! They have a good system there.
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August 2024 by Marc Meijer
Fantastic service and experience!
Logan greeted and assisted me with resetting an appointment. I know a retail setting can be a challenge, but she smiled throughout. Jason initially advised me to reset appointment for a less rainy day due to the likelihood of moisture affecting the repair. Brandy the manager was able equally as communicative when coming out to check on things. Hopefully I won’t need the service again but if asked for recommendations I will mention this shop.
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August 2024 by Hiren Patel
after having appointment I have wait 1.30 hrs to get technician...Reception Male Guy attitude response and want to reschedule and waste my time again..
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July 2024 by Deanna Ward
Service aside, it would be nice to be able to actually talk to someone when you call!!!
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July 2024 by Logan Fields
Had a glass claim in for a replacement today for a time slot of 8-12. I have wasted half my day waiting on the tech to come by. I had to call safelite to then be told “oh your windshield never came in, we are going to have to schedule you another time.” REALLY!? This is absolutely ridiculous. No one called me, no one said a word! Now I am supposed to trust that level of competence with my car?! Absolutely ridiculous
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July 2024 by Justin & Emily Knapp
We scheduled an appointment for our windshield to be replaced a week and a half ago. Our appointment time was 8-12. Waited all morning only to be called at 11:30 and told the technician canceled and could not complete our appointment. They rescheduled us for today and got another call in the morning saying they didn't have enough technicians to complete our appointment once again. This is unacceptable. It's a safety issue driving around with a cracked windshield. Why are they scheduling appointments if they don't have enough technicians? I do NOT recommend using Safelite. Use a different company.
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July 2024 by AMA Entertainment
Your automated system is the worse. Could not get a real person and got hung up on 3 times. Worst customer service ever.
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June 2024 by Charles V Patterson
I was scheduled for a windshield replacement on 5/22. (Safelite located at 3201 Rosedale Ave. Richmond ) After the replacement, I noticed my camera cover hanging and unattached. I notified the tech and he supposedly fixed it. After driving off, it fell again.
I called back and was advised to bring it back in for a replacement part on 5/25. I brought my car back, waited 1/2 hour and was then told the wrong part was ordered and I’d couldn’t get it replaced until 6/3 because of the holiday.
Three trips to get it right? Unacceptable!
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June 2024 by Autumn Scott
Horrible experience with Safelite. Made an appointment on a Friday for them to come out to my work at fix my windshield, i had the 12-5 time slot. Tech called me at 4:00 and cancelled due to “weather”, it didn’t even end up raining where i was located. Tech told me someone would reach out by email to reschedule since i already paid online, but no one ever reached out. I called them the next day they told me the best they could do was the next Thursday morning, i told them it wasn’t gonna work and there has to be something before that. The man on the phone then told me i could come out to safelite Tuesday @8am so i did. I was sitting there for about 40 minutes and a guy comes out and tells me he can’t do my windshield cause the tech that had it in their van Friday cracked it. I have called corporate 2 times and they said a manager/supervisor would reach out to me but still no word from them. They are suppose to be a reputable company but they have shown me the exact opposite. DO NOT RECOMMEND TO ANYONE.
