To Safelite Corporate Customer Relations,…read more
I am writing to formally express my frustration and disappointment regarding our scheduled appointment with Safelite in the McAllen, Texas, area on October 8, 2026, with a service window of 12:00 p.m. to 5:00 p.m.
Initially, I never received an appointment confirmation email, so I contacted the local office to find out why. The representative stated they were unsure of the reason but acknowledged that confirmation emails sometimes are not sent. However, they verbally confirmed our appointment date and time.
On October 7, I received an automated phone message confirming the appointment and asking me to call back. Within two minutes, I attempted to return the call three times, but no one answered, and there was no option to leave a voicemail. I then sent a text message confirming that we would be available for the appointment.
On the morning of October 8, I called the local office again to explain what had happened. Once again, I was assured that our appointment was scheduled for that day between 12:00 p.m. and 5:00 p.m.
Unfortunately, when we attempted to contact the office that morning, we were unable to reach anyone or leave a message. We then contacted your complaint department, whose representative also attempted to call the local office without success. We subsequently contacted corporate, and they, too, were unable to reach the location.
What makes this situation particularly upsetting is that we have a close family member in the hospital. We specifically rescheduled plans to move her to rehabilitation because we were relying on Safelite to arrive during the confirmed appointment window. We made this decision in good faith based on repeated assurances from your company.
I understand that unexpected circumstances can occur, and I recognize that our personal situation is not necessarily your company's responsibility. However, our time matters, and customers should be able to rely on confirmed appointments and receive basic communication when a company cannot fulfill its commitment. We made multiple attempts to verify the appointment and communicate with your staff, yet we were left unable to get answers or even speak with someone at the local office.
My husband and I used Safelite throughout our 25 years living in Colorado, and we never experienced anything like this. We trusted your company based on those positive experiences. Unfortunately, our experience with the McAllen-area location has been entirely different. After this incident, I also began looking at customer reviews and was disappointed to see numerous negative reviews reflecting similar concerns.
This experience has seriously undermined our confidence in Safelite. A company should not repeatedly confirm an appointment and leave customers to rearrange important family obligations, only to make itself unreachable when communication is needed.
I am asking corporate to investigate what happened, explain why the local office was unreachable despite repeated attempts by both customers and your own departments, and clarify what steps will be taken to prevent this from happening to other customers.
We chose Safelite because of our longstanding trust in your company. It is extremely disappointing to feel that the reliability and customer service we experienced in Colorado are not reflected in our experience in the McAllen area.
I look forward to receiving a response that addresses these concerns rather than a generic apology.
Sincerely,
A Disappointed Longtime Safelite Customer
