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Safelite Auto Glass, Inc. complaints

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7400 Safelite Way
Columbus, OH 43235 | Get Directions

(877) 664-8931

http://www.safelite.com

Customer Service: Monday - Friday from 8am - 8pm (EST)
Saturdays from 9am - 1pm

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Total Amount in Dispute:
$99,791.00

Total Amount Settled:
$54.00

Complaint Experience

88%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the company responded to and gave proper consideration to most complaints. However, one or more complaints are unresolved meaning the company failed to properly address the complaint allegations or their response was inadequate.

However, the company failed to respond to one complaint.

Complaint Closing Statistics

24 complaints against Safelite Auto Glass, Inc. closed in last 3 years.

Complaints	Type of response
1	Making a full refund, as the consumer requested
0	Making a partial refund
14	Agreed to make an adjustment
3	Refusing to make an adjustment
5	Refuse to adjust, relying on terms of agreement
1	Unanswered

24 complaints against Safelite Auto Glass, Inc.

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4/8/2024

RESPONSE: Agreed to make an adjustment Amount in Dispute: $200.00 Amount Settled: $0.00

Customer Complaint

3/22/2024

On January 24th, safelite came out to replace the windshield on my 2008 Toyota sienna. During the replacement process the technician cut the wire for my auto start sensor. I have done my part of going out of my way to get a quote and reach out to the local store. I sent them the quote to have the work done and have not heard back. Resolution Sought Honor their part to pay for the damages they have done.

Company Response

3/26/2024

We appreciate you letting us know that this has not been fully resolved. Two of our team members have contacted you directly to help resolve this matter. Please feel free to call us back at your convenience so we may better assist you.

2/22/2024

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $557.66 Amount Settled: $0.00

Customer Complaint

2/8/2024

I called safelite about their LIFETIME window warranty and they continued to refuse the replacement then I called and asked for my money back because they weren't keeping their word Resolution Sought I would like my money back and then some for the time and hassle

Company Response

2/9/2024

We appreciate this being brought to our attention. We've reviewed the existing work order and found that the glass has been inspected and the claim is not workmanship-related. Safelite’s nationwide lifetime warranty covers its glass replacement service against defects in material and/or workmanship but does not cover new damage that the glass may incur.

Customer Rebuttal

2/11/2024

We had another company come out and look at it and they have also said it was workmanship and that Safelite should have replaced the glass.

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