Safelite AutoGlass

Reviews

Reviews are sorted by relevance, with the most helpful and insightful feedback listed first for easy reference.

  Kevin Ellwanger
2 months ago
I would highly recommend using Safelite of West Newton for your auto glass needs. I found them accommodating and eager to help. Despite being very backed up, Steve and his team still found a way to help ensure my car was secured before impending bad weather which could have increased the damage already done. The personal service made me feel like a priority even though I know they were very busy. Steve kept in communication until job was donend the twchibcians could notbhave been more caring. And the job was done very well. Thank you..I will bring any business here without hesitation. 5 stars! Keep up the great work, Steve!

  Reece Black
2 years ago
I was referred by my insurance company to this business and I couldn t be more disappointed. After going here on four separate occasions from the initial repair to warranty fixes, this is the continued outcome of their work. They had employees work on this vehicle first who didn t have any idea how to fix it and used the wrong parts needed, which other employees agreed that the job that was initially done by them was unacceptable, and then followed up with repairs where they continued adding glue on top of the previous fixes which led to parts continuously breaking. I have had 3 separate parts of my vehicle fly off due to not properly replacing them after they took them off. Additionally, the manager is on his apparent second vacation in a month. I would not recommend this company and hopefully can get a resolution from this issue, but I will not be holding my breath. I also reached out to a different company and sent them these images as well and they said this some of the worst work they have ever seen.Service: Auto windshield repair

  Alec Polnarev
2 months ago
The guys at Safelite did a great job replacing windshield for my daughter's HRV. They did everything possible to ensure our satisfaction and when there was a small problem, they were able to handle it with the most care possible. A+

  Helena K.
7 months ago
If I could give 0 stars I would. I dropped off my car for an appointment at 9am. I asked if it would take more than 6 hours as they said it would be a while and I had to be driving people at 3pm. They said no. I left, got one text saying they started on the car at 9:08 then radio silence. At the 4 hour mark I tried calling but continually got hung up on. At the 5 hour mark I walked in the door, explained my situation again and was told it would be another 30 minutes. It ended up taking 6 hours+ to get my car when they said it would not take that long! I used to recommend this place to everyone. Impossible to reach and longer wait timesbhave made it that I will never recommend this location again.

  Jack Aroush
2 weeks ago
Only insurance approved option for me. Although I was very disappointed that they could not provide mobile service and had to wait a week for them to get trim pieces after making the appointment.

  Wooseong Kwon
6 months ago
Just don't go here. Similar complaints with other reviews. Was told expect to wait for an hour or two on the phone making the appointment. 9 AM appointment. Got to the shop at 9 AM. tells me to come back at 5 PM. Shocked but understood. Maybe they have too much going on.Came back at 5 PM. They are still working. Nobodys at the counter. Wait for 30 minutes. Got to the vehicle service area. Ask them about my car whereabouts. I see my car sitting. They tell me half an hour.Wait 30 more minutes. Still nobody updating me whereabouts. Most people left, only a guy or two hanging around. I ask again, and it's out for a recalibration. Sure, what should be done should be done, but probably should have started sooner.Wait more and more. Eventually, nobody is in the shop but just me in the waiting area. Got very nervous waiting for too long. 6:49 PM. guy walks into the shop. That exact time is when I got my car back. Not to mention, I had to miss a day of work and waited 2 more hours at the shop way past their working hours. A day well-ruined.Maybe they should have let me know to come back and drop my vehicle at 4 30 pm because that's when I received the message that the work on my vehicle has started.Maybe they shouldn't have said it will be done by 5 if they can't guarantee their work completed within working hours. It's definitely hurting employee well-being, not to undermine customers' time.I dont know it's the employee's unprofessionalism, overloaded due to bad management or they are just purely being lazy. Management should definitely look into the matter and make improvements, if these type of reviews are all they get. Will never be returning to this shop.

  Alicia Simek
9 months ago
Had a 1pm appointment today. Checked in, was told it'd be about a 45 minute wait. An hour and a half later, I saw my car still sitting where I parked it and asked for an update. The receptionist, tech, and manager concluded they didn't realize they had a chip repair waiting (despite having my keys and paperwork). How do you forget about a waiting client when there is literally ONE other person in the waiting room? If I could give zero stars, I would. Going the mom and pop shop route next time.

  Michelle Cruz
6 months ago
I recently had a appt with them overall the greeting was good walking in he asked if I was sticking around or leaving the vehicle I said I would wait around so I stood in the office area for 40 mins not knowing they had a waiting area until I noticed customers coming out from the back area I honestly thought it was the restroom area as the gentleman didn t inform me there was a area for customers he saw me stand there the whole time and didn t bother to tell me. Also getting home i notice they left my hood open which could ve caused me a accident as I was driving in the highway home my hood could ve flew open.

  Jeffrey Carias
6 months ago
Not sure what these guys at safelite are smoking but I know it s STRONG. These guys sent three guys on three separate occasions to fix my rear view mirror they screwed up and these technicians must have just arrived to sit in my car. These guys give me a call and tell me the rear view mirror that they screwed up on their part came in so I set up an appointment. Appointment comes I get a call from the technician telling me the piece hasn t come in.. WOW. THEY HAVE SENT THREE TECHNICIANS ON THREE SEPARATE OCCASIONS TO FIX A REAR VIEW MIRROR THEY SCREWED UP. I still haven t gotten a call back from these pack of morons

  Juan Pena
4 months ago
I took my car here, and the service took forever plus they broke the Camara cover it's been 3 weeks and they still can't get the Camara cover for my car yet. Baaaad service never again

  Nora Murphy
8 months ago
They canceled and rescheduled my appointment twice so it took 10 weeks for me to get in for an appointment. Scheduled for 10am. They say it will be 2-3 hours. I call at 1:15, they say it will be 30 more minutes. I go to get my car at 2:30 and they said it wasn't done and needed another hour. I have to pick up kids at camp at 3:00 so I don't have another hour, I explain. He says "they" shouldn't have told me it would be 2-3 hours. HE WAS THE ONE WHO TOLD ME. Awful service. I will never go back.

  Peter Bloy
8 months ago
It was the oddest thing. After dropping off my car off at 1 pm for a windshield replacement I went home expecting to be notified within a couple of hours that my car is ready for pick-up. Silence. Tried to call the shop but the number listed connects to the regional headquarters in Woburn. There you get caught in a badly designed IVR ( no option to check current car status ) and long waits. I tried to find the number of the shop where my car was - I looked on the digital receipt, online through Safelite and through a local yellow pages directory. Nothing. Finally at 4:30 I called the headquarters again and was they were able to tell me that my car was ready. They also told me that "people have complained that they cant reach the shop and that the only way to reach them was through the cell number of manager" When I finally picked up the car today the woman behind the desk told me that the shop number is NOT listed. Weird that Safelite makes it impossible to call the shop where you car is being serviced. So what was expected to be a 2 hour turn around took almost a full day with punctuated with multiple frustrating calls. I would NEVER take my car here again.

  Hannah Clark
a year ago
I purchased a used car with a chip and small crack in the windshield, so needed to get it addressed to pass inspection. They had the windshield in stock and I was able to make an appointment for the next day. They replaced my windshield while I waited, and it took less time than I expected. I was very satisfied with their customer service and the work performed.Service: Auto windshield repair

  Katherine B
a year ago
I had a drop & go appointment to replace my car windshield. I dropped off my car in the morning and it was ready at 5, and I was given the option of an after-hours or next-day pickup. I was really pleased with the communication and the finished product all my stickers were transferred, the wipers still worked, and the new windshield has a great fit!

  Kelley England
6 years ago
I'm on the fence between 3 and 4 star. PROs, great customer service, convenient scheduling, fairly quick appointments, super friendly technicians, great price. CONS, first visit couldn't be done because of possible rust, okay, but they took my window seal with them. After car was at a body shop and had scheduled the next tech visit, I had to track down tech because he didn't show for scheduled time frame appointment at body shop to remove window. On day scheduled to return, got call from Customer Service stating they forgot to send my windshield for the appointment, so that left me 4 more days without vehicle. Which made my cost at the autobody shop go up (another story-can't prove-so can't blame). Upon picking up the vehicle, saw that the inner window seal is now "broken". It has a slice across it and is missing a section where the window is supposed to rest on, which I'm not sure is bad or not. Not sure if that can cause eventual rust or possible cracked window. I don't understand how they allowed that to go or why they didn't tell me it was "sliced" ahead of time. So, you can decide for yourselves. I saw all the stellar reviews, so maybe I was putting them on too high of a pedestal. I'm losing faith in customer service as a whole, so I'm no longer sure what is expected as "good work" anymore.

  Michael madadi
8 months ago
I had an appointment for Monday 8/7 between 8am-12pm. No technician showed up or called; I called safelite so many times and only once Cindy picked up the phone and put me on hold for 20 minutes and the rest of my calls got rejected. Roger who was the technician finally called me at 11:30 saying he should have called earlier and he s not gonna make it because it s raining while there was absolutely no rain in my area. Worst experience ever; 4 hours of my time is wasted on Monday morning. So unprofessional

  Mendy G (Jazz)
11 months ago
I went to this location in February to get my windshield replaced. And it was. Unfortunately, it was not recalibrated properly so I would hear wind the blow against my car if I went above 35 mph.However, I went in this morning and Danny (one the associates) was attentive and responsive to this issue and fixed the problem. While I waited, I enjoyed the snacks and a blue Gatorade they have available for customers. If I ever need to get my windshield replaced again, I will be back.Thank you to all the staff that helped in fixing and recalibrating my windshield!

  Jillian MacDougall
3 months ago
I brought my car here to get a cracked windshield fixed and they cracked the new windshield even worse than the original crack. I expect my money back and a new windshield.

  Michael
11 months ago
I got my car s windshield replaced here. I got it done here so that I would not have to get a receipt and submit it to my insurance. It was a huge mistake they soiled my car s headliner and then damaged it when they tried to clean it. Their answer it s not damaged, that just happened when we were installing the windshield . Now I have to get it replaced and pay for it out of my own pocket.

  Britton Bass
a year ago
First they cancelled my scheduled appointment the morning of claiming they were waiting for parts to come in. 4 days later I dropped car off at the time they rescheduled me for. Lady at desk said it would take 2-3 hours. 2 hours later they called and said I had to bring in key fob (my mistake for leaving just the metal key part, but desk lady didn t correct that mistake at all). I rushed back over and gave them the key fob within 30 minutes of their call to hear that they wouldn t be able to fix windshield that day now and they d do it the next day. I had both my cars there at that point so I said I d leave car overnight. They called my husband that night to tell him to come pick up the car making us think they had fixed it after all. Nope. They hadn t. So we didn t pick it up. Very poor/unclear communication. It s the end of the next day now, no phone call to say it s done all day, but website marked as finished. So we called. They said they aren t done yet and they ll call when they are. Then they called a few minutes later to say it s not going to be done today either. So my car will be there for a third day in a row for a job that should take 2 hours. Both times I was there yesterday I saw half a dozen guys sitting around not working on cars. A couple of guys leaning against their mobile van in the parking lot too also not actively working. This place needs to get their act together. And the lady at the desk should know she needs to get the whole key fob from people. That s like her one job. Paperwork was filled out online. She had it printed out and just needed to get the key.Update: At the end of the third day we still didn t get any phone calls from them. They weren t answering their phone either. Finally we searched my husbands call history to find the private cell phone number of the guy who had called the day before. We called him. He said Yeah cars done. It s in the lot . So I pay for an Uber to go over there joking to myself what if I get there and it s still not done?! Haha . Whelp! You guessed it! Rude lady at the desk says They told you it didn t pass calibration right? We have to order a new piece of glass. Can you bring it back in next week? ummmmm NO lady! No one ever called us! No one ever answered your phone! We had to call some guy s private cell phone to get any update and then he only said It s done. So the saga continues. We are now driving a vehicle that has umpteen flashing lights on the dashboard, hoping we don t get into an accident in the next two weeks before they replace the windshield a second time. We needed to do out state inspection this month and thought we were giving ourselves 3 weeks to do it. But actually the next attempt to fix the windshield won t even be until the first of next month. It better take 3 hours this time and not 3 days .or three weeks! These people suck at work ethic, work skill, reliability, customer service, and communication. We are trapped by our car insurance company, otherwise I m sure they d be out of business.Service: Auto windshield replacement

  Matt Beckwith
a year ago
Safelite came on time and replaced my windshield. That's where the positive ends. When reinstalling the wiper blades as part the replacement, the blades were misaligned so they would catch as I tried to run them in a rain storm. I called, someone came to adjust them. I was offered new wiper blades. I happily accepted. There was a flaw in them so that my formerly new windscreen has a scrape etched into the glass. Perhaps a better slogan might be "Safelite Repair, but Safelite Deface".Services: Auto windshield replacement, Wiper blade installation

  Mel Getahun
a year ago
I scheduled an appointment to get a mobile service and agreed to pay over thousand dollars to replace my windshield- didn t even show up after a long wait, I received a phone call the appointment canceled due to lack of ordering original windshield in a timely manner. In addition to that, I was told I have to be in a body shop- also I did not appreciate the client service. The person I worked with was named Robin, she said I am rude so watch out what you are saying since clients are treated differently. All I needed was to get proper services. Please don t waste someone s time and treat everyone the same. I will never go back to Safelite any more.Service: Auto windshield replacement

  Ian Teesdale
7 months ago
I went 3 times to replace my car glass, and all I hear is excuses that the glass they for me has some issues, now I m back for the fourth time and and I m 15 minutes late and they will not do the replacement, they said I need to reschedule or wait all day. And the lady at the desk was not understanding and rude.

  GS C
9 months ago
The tech came out and didnt have the part. The tech said he will order it. When i reschedule, the second tech came, but still no part. The manager doesnt call back and not able to get in contact with him for 2weeks. No one wants to take charge and take care of the issue.

  Fuad Mammadov
a year ago
Despite that my appointment was made 4 days before, they even did not check if they have particular part, I came to store and then they kept me waiting 1 more day without notification. The workers who changed the windshield were not caring about quality, and returned my car back dirty inside and out. And despite that, I did not request new wipers, they cahnged it and asked money for service which I did not request.

  Rose Ducharme
a year ago
Nice!Easy schending - lots of options for times, locations. It took them about 2 hours to complete the install, and another 30 mins to do the calibration of the cameras.Note:. If you have a newer car, they can NOT come do it at your home or work. The calibration machines don't travel! You need to have the cameras calibrated correctly or the warranty is voided. There is not much space to sit at the site I was at; but other than that

  Nick DeLancey
a year ago
This service was a nightmare. The technician broke the cover the the rear view mirror and assured me that someone would be in touch to replace it. Fast forward 2 months, no one had contacted me. I called customer service and was repeatedly routed to the wrong extension. I eventually got someone on the line and we spoke to the receptionist at the shop that performed the replacement. The technician never reported the damage. I was assured that the pieces would be ordered. I asked for a date that I might be able to follow up and was given one 2 weeks out, on April 8th. I spent hours calling, apparently the servers were down and no one at the shop that I was given the number to or customer service answered so I left work and went to the nearest shop as I wasn't told which shop performed the initial replacement. Luckily it was the correct one. The receptionist assured me the part had been ordered and that they would be in touch within the week. Another month went by where I called a few different days and ultimately left work again during my shift. This second trip, I met with the shop manager directly who assured me they would get everything straightened out. A week later, I received a call that the parts had come in so I scheduled for a technician to come to me to take care of it. On the day of the appointment, the technician called to say he only had half of the parts and couldn't perform the repair. I asked that he have someone contact me to discuss what was going on. No one did so I again spent almost an hour calling before getting someone on the line. The receptionist said they would order the new part and contact me as soon as they got it. Another 2 weeks go by and I spent another hour calling with no answer. I was again going to leave work when I got a call back. Apparently the part had come in. I could not get the receptionist to tell me when it was delivered. I left work for a 3rd time to get the part and install it myself.All told, it took 19.5 weeks, 10+ hours of unanswered phone calls, and 3 trips during work hours with lost wages to resolve a mistake made during this service. The West Newton, MA branch's customer service is abysmal. I cannot express how frustrating this entire process has been.Service: Auto windshield replacement

  Nick S (xdarkxlitex)
a year ago
I was told it would take 45 minutes for my appointment.Almost 2 hours later my car was still being worked on . This of course was after it took 35 minutes for someone to even bring the car into the shop.When I expressed my frustration, the guy behind the desk gave me attitude and stared me down. I told you it was a 2 part process yeah well you also told me it would take 45 minutes!WORST CUSTOMER SERVICE EVER!!Also, somehow my gas mileage went down 30 miles from when I dropped the car off.So this road calibration was really just a joy ride that they had my car for almost 50 minutes doing the calibration .I will pay out of pocket next time I need my windshield replaced and NEVER go back here!

  Kyle Harrington
a year ago
don't answer calls, waited months for my windshield to arrive (tesla) then finally dropped it off and safelite is saying they can't connect to my tesla therefore they can't do the work even though tesla says they no longer need to calibrate the vehicles (cameras). wouldn't answer phone for hours, i drove all the way there and took an uber home for them to say this to me last minute and then not return my call when trying to get back in touch. do not recommend.Service: Auto windshield replacement

  Bob Fowler
a year ago
They killed the battery in my 2020 Ram truck. Nothing wrong with battery when I dropped it off. Next day when I picked it up it barely turned over. I mentioned it to the guy that gave me my keys. Two days later it's dead. The red plastic positive terminal protector was just laying on my fuse box in engine compartment. They obviously left something on overnight. I'm done with Safelight. Went back this morning and was told there is nothing they can do. Pound sand was the response I got.Service: Auto windshield replacement