I am extremely disappointed with my experience with Safelite…read more
My windshield replacement for a Jaguar XF began in February 2026. I was initially told that the windshield would take approximately two months to arrive. Instead, I spent nearly five months repeatedly contacting the office myself because no one provided updates. During that time, I was given multiple explanations, including that the windshield had not arrived, the wrong windshield was received, the windshield was lost, and that it had been transferred to another location. Despite all of these explanations, there was no resolution.
On June 13, 2026, I received an automated call confirming my appointment, leading me to believe that the replacement would finally be completed. When I arrived, however, I was met by a front desk employee whose demeanor was unprofessional and dismissive. Rather than assisting me with a service I had been waiting months to receive, the situation escalated, my appointment was canceled, and law enforcement was called.
When the responding deputy asked whether the work could be completed at my home, the employee stated that it could not be done. This was surprising given Safelite's well-known mobile service options. The deputy provided his contact information and indicated that he could serve as a witness if I chose to pursue the matter further.
Six days later, after receiving no communication from management, I contacted the store manager, Hillary, myself. Unfortunately, that conversation was no more productive than my previous interactions.
What concerns me most is not just the delay, but the apparent lack of customer service, communication, and accountability. In my experience, employee behavior often reflects the standards set by management, and this location fell far short of reasonable expectations.
The only reason I remained with Safelite for so long was because it was the vendor initially assigned through my USAA auto insurance policy. Fortunately, USAA has now allowed me to choose a different vendor, and I will be doing so.
Based on my experience, I cannot recommend the Midway, FL location.
