After my windshield was damaged by a rock kicked up from the road one week ago, I immediately filed a claim online with my insurance agency (Progressive). Their website pushed strongly to schedule repair online directly through them to Safelite. The soonest that Safelite could take me at the local branch in Franklin, Massachusetts was one week out, on August 12th, 2026, and I booked it online for that afternoon. Pretty much every day this past week from the initial booking through to this morning I received both text messages on my cell phone and emails from Safelite confirming the appointment, along with specific requests to arrive early and other miscellaneous pre-repair instructions. Just before leaving to drive to a medical appointment for my wife at 7:30AM this morning I did one last check of my emails and saw that at 7:03AM I had received another final email from Safelite with the headline "We'll see you today to get you fixed up!", and yet again confirming this afternoon's appointment, with a request to arrive 10 minutes early. Immediately after the medical appointment, this afternoon I dropped off the car that I had been using for the last week (while waiting for my car's windshield to be repaired), and drove my car that needed repair to the Safelite facility in Franklin at 490 West Central Steet, arriving 10 minutes early as requested. They looked confused when I arrived when I told them that I had an appointment. To make a long story shorter, after saying who I was and why I was there, they found me in their system and informed me that the new windshield that was being shipped to them for my repair had not arrived, and that they had already rescheduled me to Monday, August 17th. I told them that this was not only completely unacceptable and not possible given previous medical appointment commitments over the next week that would preclude any other time for repair for at least one more full week, but that I needed this car back TODAY to drive my wife to the next medical appointment in the morning! They didn't seem to care, nor did they offer any alternative solutions, specifically stating "there's nothing we can do". I showed them the multitude of emails and text messages on my phone that had been received from Safelite during the previous week and right up through today confirming the appointment as still being "on!" for today. They then stated that they had called me this morning and left a voicemail about the rescheduling. I then showed them my phone call log and voicemail log, which of course shows that they never called me (and which my month-end bill will also verify). Now their story changed to "um, maybe we called the wrong number". How is it possible in this day and age (when even minor shipments usually have extensive tracking information) that somehow they didn't know that my new windshield wouldn't be available for installation until FIVE DAYS after the committed appointment, even on the original day of planned installation, yet somehow they managed to keep sending me texts messages and emails that everything was fine!? Let me call this, objectively, what it is: 1) Gross incompetence. 2) Dishonesty. 3) Complete lack of customer empathy or care. Do business with this company at your own risk, I never will again. I'm now scheduled with a different company to do the windshield replacement one more week out. read more

Front desk was extremely friend to wrote the notes to communication with me. I am very impressed how much their performance as friendly and good patience with me because I am Deaf. They did an epoxy on my car windshield. I would encourage the customers go to this place Safelite Auto Glass. I wanted to thank you the manager. He is an awesome friendly. read more

Let me start by saying I wish I could leave 0 stars. This has to be the worst customer service and company I have ever encountered. I scheduled my windshield replacement at a different branch, they came 3 separate times with the wrong windshield until I eventually got sick of rescheduling and gave them their own work order number from last year when it was replaced so they could finally figure out the correct windshield to bring. I should've known better and just canceled at that point but I made the regretful decision to move forward. The installation was done and everything seemed great, until the first rainfall and suddenly I'm getting rained on inside my car. I reach out for a warranty issue and I'm told the will not come to you for warranties you have to go to them and they close at 5. So I schedule my PTO, leave work early to drop my car off, I mention at the drop off there is also a crack in the windshield. I get a phone call from Ken Williams 30 minutes after drop off, he says the crack doesn't meet their warranty so I asked him about the leak, which is the reason I brought the windshield in for the warranty he tell me he doesn't know about the leak and has to talk to the tech but I need to come down there and talk to them about the crack. As I'm asking him if they can replace the windshield due to the leak because I didn't want to drive 20 mins back if they still needed to replace it, as I am mid sentence asking Ken interrupts me and very rudely says COME DOWN and hangs up on me. I attempted to call back 10 times and they refused to answer the phone. I called customer service since I could not get an answer at Franklin and while I was on the phone I got a text update stating "your replacement service on your 2025 Jeep Wrangler has started." I mentioned this text message to the customer service agent and asked what it means, do I go down? Was it an error and my jeep is getting worked on and I should wait for another update? They close in 30 mins so I was getting worried. She said it shows they are working on it and said they won't close as long as they're working on it. Being on the cautious side, I decided to make sure I went down before they closed just in case since their communication was terrible this far. I get there and it was a false text, my car wasn't getting serviced, they did not do anything or even move my car from the parking spot (mileage was the same) and half the bay doors were already closed which makes me believe they lied saying my car was being serviced and planned to close up without any notification so that I wasn't able to pick up my car. Literally the worst experience I have ever had with any company from start to finish. I am disgusted with how they have reacted and handled the entire experience. I will never recommend this company and clearly from their rating this seems to be the normal standard they allow and accept. read more

Safelite - Windshield Installation & Repair Near Me - Franklin, Massachusetts

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First time using safelite and this will be my last time,the tech came out when he said he would, but when the job was done I noticed that he didn't replace the molding on the edge of the windshield correctly and when I tried calling to him back I couldn't get through to anyone and it was very hard to get somebody on the phone they kept on transferring me to another dept and would eventually hang up on me ,the Customer service dept needs alot of work ,very frustrating when when expect Professional people and get treated like this. Will definitely be looking elsewhere for any additional work that needs to be done read more

Safelite - Windshield Installation & Repair Near Me - Franklin, Massachusetts

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Fast & professional. I regret not catching my techs names. They were great. They got me in and out. I truly don't understand how this place doesn't have 5 stars. read more

Safelite is here right now putting a back window in one of our vehicles. First of all, the guy didn't want to do it because we didn't leave him an airport sized space to work in. There is PLENTY of space... he just wanted MORE (and in our defense, NO ONE told us where the vehicle needed to be to have this done). I've been sitting here listening to him grumping (that aggravated noise) and repeatedly yelling COME ON and THIS IS SUCH A PAIN. It really looks like he just doesn't know what he is doing and I'm glad it is early enough that the neighbors aren't around to hear him. Completely inappropriate way to act in someone's yard. Why they would only send ONE person is beyond me. If anything, he seems like he needs moral support! He gets 3 stars only because of his determination. read more

Franklin staff was polite and professional. We got an appointment within two days. Windshield replacement was fairly quick and covered by our insurance. Great experience. I highly recommend them (should you have the misfortune of a broken windshield). read more

Excellent experience; staff were both polite and delivered top-notch customer service! Easy to make appointment. Part was ordered and my appointment rescheduled two days sooner!Place is clean and comfortable to wait. Bravo to management, all deserve a raise. Strongly recommend! read more

Job was completed as promised on time and done correct. They did not push selling me wipers and other services I did not need

Insurance agent with a broken windshield. Never showed. Could not communicate. Automated teller kept circling back to unmonitored phone trunk. Lost almost a whole day! Wow, bad experience. read more

Horrible customer service. They couldn't care less. They showed up within the time frame. Instead of calling or texting me at work all they did was place a pamphlet on the windshield and left. The windshield is obviously very damaged and is almost to the point that the car cannot be driven safely. The crack started small but has gotten much bigger during the 2 week wait for them to show up and put the miracle pamphlet on the windshield. I would not recommend anyone use or trust Safelite. read more

Dreadful service - set up appointment with 12-5 window- guy called at 5 yo say he was on way to do a 2 hour service. we had s commitment so had to reschedule. took over a week - same 12-5 window. zero communication or text. Tech called at 5:25 to do a 2 hour replacement in the dark on a torrential rainy day. I get weather delay or emergency but communicate. No excuse for lack of communication. Found local provider who wants our business. read more

I had an appointment between 1-5 prompt service.I left my truck out in my driveway and recieved an email said my truck window was replaced . I didn't even know they were here fast service and my truck was clean inside there was glass everywhere from the rock.Thanks Tristian great job on my window replacement. I also want to thank you for cleaning up the glass mess. I would highly recommend Safelight. read more

Scheduled an appointment 2 weeks in advance. Two hours after dropping my off my car they call me to tell me they don't have the right brackets and that I need to come pick up my car. Not even a sorry for the inconvenience. Avoid this place at all costs read more

Had my windshield replaced 2mos ago by them with no problem. Foreshadow 2 months later a rock hit my windshield. I decided to stop by on my way home from work the same day it happened and they were able to accommodate right away with no issues! read more

The customer service is the worst ever , no call no show then charge your insurance company for a completed job without fixing your windshield . The attorney general needs to investigate this company . Good luck getting your money back because you will waste your time and still have a broken windshield . ZERO RATING ! read more

So I actually went in at my scheduled appointment time and waited 45 minutes to find out they had no idea where my windshield was. I was told I was LUCKY that they didn't remove my old one!!!!!!! Was told they would call me when one arrived but have not received a call. No way to talk to corporate as they could care less. It sounds like they must all be the same service... none at all read more

I had a rock hit my windshield in June. A technician came to my house to replace the broken glass and was unable to recalibrate it. A few weeks later, another technician came out to attempt the recalibration and I was told I will need to have another original windshield glass and to have it done in the shop, as they were unsuccessful. I have followed up multiple times with Safelite customer service number who tells me the ETA on the new glass is unknown. Each time I call Safelite they tell me to speak with the Franklin shop for more details. However I can never get through to the shop. Safelite had tried transferring me to the shop, but I get rerouted back to the 800 customer service number. Safelite also gave me an order number that ended up being for the incorrect vehicle. I confirmed with my insurance company that they gave me an order number for a Mercedes and I have a VW. I have also reached out multiple times to my insurance company who tries to reach the shop unsuccessfully and says they email the manager to call me and I have received no calls. I have been without my side sensors since June and still need a whole new windshield and recalibration, but nobody can tell me when this will happen. read more

They scheduled my appointment and was on time and completed in the expected timeframe.

Scheduled repair was between 12 and 5 I never received any updates until 645 saying that he was there and then a text at 815 saying he was on his way . I got out of work at 3:30 waited till 6 o'clock and called the office but they close at 5. Very dissatisfied with the lack of communication and over all customer service. I will be looking for a different glass company read more

Nice communication between emails and texts. Nice to see a guy coming over my place and do the job. Not worry about staying a place at glass site. Thanks. read more

I had an appointment for in shop service and they cancel it for being 15 minutes late. This is after driving an hour and a half to get there. They said they were fully booked couldn't do it though these projects take an hour to an hour and half at the most and they had more time than that. If they had any work ethic, they could have fit it in. I called the number and of course these people don't answer their phone . It goes to a national call center and they try to get the shop, no answer locally. They do Su that the mobile van can service it. So we make an appointment for the afternoon 12 to 5. She says they will call when they are on their way. 5pm, still no call after waiting all day. But I call the customer service at 5:01. They are closed. No message, no nothing. Safe lite is an AWFUL Company and the national company should revoke the franchise license of the Franklin MA location and fire all of the workers based on the Franklin MA location. Absolutely the worst. No one should do business with them. They are lazy, rude and incompetent. And liberty mutual insurance and any other insurance company should cancel their agreement with them and find a auto glass company that actually knows how to run and provide proper service. We will take out business elsewhere. read more

John and staff are outstanding. Not only was the repair well done but the amount of work they do for you on behalf of the insurance, manufacturer, etc is above and beyond. They take the effort out of it. I forgot to return calls, showed up late to drop off the car... this is bad customer behavior by any measure (by accident of course) and they were always accomidating. Thank you again. read more

Here's a story ... hope it helps someone out there ... I had a crack mid-lower section of my windshield due to a truck rock strike. Unfortunately, mobile Safelite could not perform offsite replacement due to pressurization issues and the location of the damage on the front windshield. I scheduled a replacement with this Franklin location. I took my vehicle for the first time to this Franklin location. I scheduled fine through the website, but when I arrived the location had seemingly misplaced my order and didn't expect me. They finally found my appointment. I allowed them to proceed with the repair. Afterward, I noticed severe creaking on the windshield ... for lack of better judgment, I decided to allow the glass to settle thinking it was the glue still curing. This *may* have been a mistake on my part ... eventually, the creaking problem solved itself, but perhaps this was an indication that the glass wasn't fully cured before I took back the vehicle for an assessment? Previously, techs had told me this is sometimes normal ... So ... unfortunately, I think the tech rushed the job? 2-3 months after install I noticed a water leak on the driver's side ... I had developed a musty smell due to mildew. I had not noticed until odor appeared, but upon lifting up my weather tech mats I noticed the dampness. The windshield was also fogging up quite often due to raised humidity in the car regardless of weather ... I did some sleuthing (by pouring water on my sunroof and windshield and observing) ... found a very small leak under my dash ... didn't know where it was coming from, but suspected the windshield ... this was because I run a wireless temp/humidity sensor in my car. Looked back at my data, and immediately after the windshield install, I noticed a weird spike in humidity during day/night ... looked like it was only happening in/after moderate/heavy rains. Then I tested with poured water and found the right side was definitely leaking somewhere ... Normally, I would have done a compressed air and soap test on the windshield, but I figured Safelite should redo their work, or at least try to diagnosis if it was windshield ... So, I decided to take my vehicle to another Safelite location which I had better luck with four successful windshield replacements at ... They did some testing ... ruled out sunroof (common issue) ... and found the real issue ... the upper driver side of windshield was "porous" ... they reset the glass (for free). I haven't had an issue with water and heavy rains (so far). Sensor in car reads like it was previously ... I guess the moral of this story is ... if Safelite misplaces your order and they are busy, just reschedule for another day? Don't make them rushed? Wait for a less busy/crazy day? Also, after install ask about anything weird (i.e. creaking noises?) that may occur? Overall, this issue was resolved by Safelite. Not sure if Safelite can test windshield installs, but that would be ideal ... I have to give this location a 2 star, but I gave the 5 to the location that fixed it. Overall, Safelite has always done a good job at replacement. Maybe they will put in place a new logistical rule and/or test if someone from there is reading this? P.S. ... and for those wondering, no, I did not take my car to a wash after install ... I did wait until it was fully cured. This was something else. Something happened during install of the windshield. read more

The windsheld on my Volvo V70 was replaced by Jeffrey from Safelite on 12/6/2023. He was very rude and did a terrible job. The trim on each side of the windsheld was not re-installed correctly; the wipers were re-installed too low so the passenger side wiper blade was catching on the trim; and worst of all he broke off the part under the hood that applies the washer fluid to the windshield. This is a safety hazard because I cannot now clean the windshield while driving. The receipt claimed the car was vaccumed and windows cleaned - Jeffrey did neither. Another tech, Kevin, came out on 12/8/2023 to see if he could fix these issues. He was most pleasant and knew what he was doing. He did fix the trim and the wiper problems but the part for the washer fluid has to be ordered from a Volvo dealer and heavens knows how long that will take. In the 15 years I have had the car there has never been an issue with the windshield washer but now thanks to Jeffrey there is a major problem. If you value your car do not use this company. read more

this is the last time I will ever have safelight touch any of my vehicles. on the first visit, the tech showed up, started taking my windshield out and then realized he did not have the molding for my car. On the second appointment scheduled for the next day, the tech didn't show. After calling the receptionist she said that it would be 4 more days until my molding came in. My next appointment comes, tech is a no show. I get no calls. Tried to contact Safelight directly, only to get an automated system and you cant get a hold of anyone. I then contact my insurance company to have them contact Safelight. I have a supervisor from Safelight call me, only to tell me my appointment has been canceled. Meanwhile, my car is taken apart, with a broken windshield. When the tech finally arrived to replace my windshield, he was complaining the entire time. Stay away from Safelight in Franklin, Massachusetts. Worst customer service experience i've ever had read more