Safelite Auto Glass, Inc.

I own a Fiat and called my insurance company about the nicks I had in my windshieldwhen they came out the service guy was so rudeI had left notes to where the nicks were and afraid as the weather got hotter they would expandhe fused to fill them to prevent expansionI just saw a add on tv where they said no matter how small they will take care of the jobNOT SO I use the company in Tempe Az or it might have been Mesabut I live in TempeI will not use them for my insurance any longer

Review: I contacted our auto insurance company, [redacted], for a crack in the windshield of my Jeep. The crack was growing rapidly from the cold weather outside and the hot air inside. I needed the glass fixed and [redacted] recommended Safelite for the fix. Safelite fixed my windshield once before so I was fine with the recommendation.

[redacted] set up the appointment with Safelite to come out Saturday, November 09, 2013. I told the customer service rep at [redacted] this is the only time I can have my glass fixed because I will be away at a wedding and will be able to leave my Jeep in the driveway for the glass repair. [redacted] was fully aware that I was not going to be home during the repair. When I had my glass repaired before, I was not home either and Safelite fixed my same Jeep windshield in my driveway. Therefore, I left my Jeep just as I did last time with the keys in the car, the car unlocked, a note for Safelite in the dashboard (which was visible outside of the vehicle as well as inside), and my $50 check made out to Safelite for the deductible. I also noted in my note that if the weather was poor, they could pull the Jeep into to the garage ( I told this to the [redacted] glass rep too). However, the weather was not poor that day so they wouldn't have needed to pull it in anyway.

Brad, from Safelite called and left me a message at 8:18 am on Saturday letting me know he will be arriving between 10am and 2pm. I didnt receive the message until later since I was busy with a family wedding, but since [redacted] knew I wasn't there and my VERY visible note on my dashboard relayed the same message, I saw no reason to call [redacted] on his cell phone that night when I received the message. When I returned home from my wedding on Sunday, my Jeep was sitting the driveway with cracked glass and a "sorry we missed you" piece of paper under my windshield.

I called [redacted] who couldn't give me a reason why Safelite didn't complete the job. The excuse was that all of the glass places are closed on Sundays. Of course they are closed on Sundays, that is why I scheduled for Saturday. When [redacted] couldn't find any resolution except for telling me that its okay to drive my car with a cracked windshield as long as glass inset falling inside, they transferred me over to a Safelite representative (which was strange as I thought they were closed on Sundays).

Moral of the story, the Safelite rep couldn't give me any reason why they didn't fix my car. There is absolutely no reason for it and I will be furious if any excuses are made. [redacted] was fully aware I wouldn't be there, the car was unlocked, their money was in the car, and there was not poor weather. Safelite fixed the windshield in the same driveway before when I wasn't home. Is seems like pure laziness.Desired Settlement: I work 13 hour days and leave ,y car in a secure parking garage so this was the only time it could be fixed. Not to mention, I was comfortable driving around with a cracked windshield ( it started the size of a quarter and grew to we'll over a foot long in length already (today is only Sunday). The Safelite rep reminded me again that they don't have anyone available to come out and fix it on Sunday today so my husband said that he will let me take his car to work on Friday. The Safelite rep said okay, so the repair person will be there between the hours of 8am and 5pm on Friday. Are you kidding me???? Now my husband must spend his entire Friday off waiting around for 9 hours? Basically I am risking my safety driving around like this (even though I was told if pieces are not falling in my car it's okay), my husband is wasting his day and I am wasting hours on the phone being told there is nothing they can do except for reschedule with no valid reason as to why BRAD decided to not fix my windshield. I'm also told I am still required to pay the $50 deductible. I just want to make everyone aware of the company so that they know of the poor service and lack of speedy correction. A Monday appointment is not a speedy correction by the way, the same day service would have been nice since will be at work during the weekday and actually am required to do my job when I am there. I am livid.

Business

Response:

Hi,

My name is [redacted] and I am the new General Manager for the [redacted]o market. This complaint was directed to [redacted], a former manager in our Phoenix Arizona market and was not viewed until today because [redacted] is no longer a manager in that market. The delay in response is from this error. I reached out to the customer and left a voicemail to call me on my cell. The complaint is now several days old but I am willing to work with the customer on finding a resolution. My phone number is ###-###-####. Can you please redirect this issue to me instead of [redacted] and I will fill you in as I speak to the customer. Thank you.