Update..refunded $350 today... Still gotta get my windshield fixed, but at least the cash is back!

Two critical factors can make a company or its satellite office(s) excellent or poor at best. Customer-facing representatives are one of the first interactions a customer sees and remembers. That brings me here. In this case, I had three negative experiences with the same company--making the appointment and at my arrival. The Phone Appointment: The agent was challenging to understand. Her end had a lot of static, and she spoke very softly. This was not the interaction of a caring representative but rather very scripted. In the end, she made the appointment for me. Reminder Texts: Way, way too many automated texts before my appointment - for a simple rock chip. In-Person Experience: We arrived, went inside, and an employee asked why we were there. She had an arrogant persona with the warmth of a snowpea. It was almost as if she was irritated because we were there for something small versus a big-dollar repair. Both of my kids took notice of her attitude. She spent about 7 seconds looking at the area of concern before telling us that the damage was too minor to repair. She quickly went back into the building without saying anything to us. Gosh... I guess we will see ourselves out. We have several vehicles. I'll remember this experience for next time, but we will not consider Safelite in any circumstance. read more

the corporate office reached out and sent me a fifty dollar check to try and help because of the way the offalon mo department treated me. they were very concerned about what i experienced. I cant say that all safelite service departments is like ofallon mo. I want to thank Lisa and the corporate office for at least showing that they care and they listen. but as for the ofallon mo department you are the worst window repair office i have ever encountered. Being an autobody repairman myself i have done glass repair and have had glass repair done by others. You dont treat your customers the way you treated me. EVER. Your technician damaged my car and as i showed you and explained it to you how he did it you called me a LIAR. I dont accept that or deserve to be treated like that. You need to grow up. read more

Avoid Safelite -- Poor Quality Glass and Zero Accountability I had my windshield replaced with their aftermarket glass, and within two days it developed a long stress crack from pressure -- with no impact chip anywhere. It's clearly a product or installation issue, yet their rep immediately tried to blame it on a "chip" that doesn't exist. I know what I saw -- the glass was flawless when installed and cracked on its own. The worst part? They make it nearly impossible to reach anyone who cares. I was on hold forever, only to get brushed off by customer service and told there's nothing they can do. For a national company that promotes "guaranteed service," this is beyond disappointing. Safelite clearly prioritizes profit over quality or integrity -- pushing cheap aftermarket glass and refusing to stand behind their work. I'm now left with a cracked windshield and no accountability from the company that caused it. If you value your time, money, or sanity -- avoid Safelite AutoGlass at all costs. read more

Zero stars. Missed work, no show, no solution. Safelite sent an email the morning of my service to confirm. They no-called, no-showed. When I tried to reach them, it was after my service window and after their customer service hours. The website and automated phone system did not recognize my phone number. The next day, they did recognize my number and falsely claimed to have left email and voicemail messages. They did not have the glass (even though they had confirmed my appointment) and could not guarantee any appointment, as the glass is delivered on the day of the appointment. They would not pre-order the glass and offered no solutions. My review is for St. Louis Location: 11182 S Towne Sq St Louis, MO 63123 read more

Terrible they scheduled and appointment and then called and said We cancelled you. Did not apologize or anything. I have to work on my schedule to make this work and 2 hours before they cancel and say they didn't have the part? read more

First appt canceled because of wrong windshield replacement. Second appt canceled after car dropped off, again because of wrong windshield replacement. Final straw was terrible customer service, by manager no less. Got my car and left, will never return. read more

Feedback based on missed appointments, poor service, and poor customer service support from the Management staff at the O'Fallon, Missouri location. Scheduling Issue: I scheduled an at home replacement of a windshield. On the day of the 1st appointment, I'm told that they didn't have it in stock and had to order it and rescheduled me a week out. The following week I find out that they rescheduled me for an in-shop visit. After talking with the desk rep, they rescheduled to an at home visit (3rd reschedule at this point). Service Issue: The tech arrives at home and starts the work. They work on the vehicle for 30-40 minutes, calls me out to say that a wire connecting to my lane departure sensor was broken and I had to get it fixed before he would do the work. The tech had at this point taken apart my rearview mirror assembly which contained the sensor/camera. Customer Support Issue: I called the shop the day of the incident to ask them to have a manager call me back. I didn't get a call back and waited about 3-4 days before deciding to drive to their shop to talk to them face to face. I asked the manager to explain the windshield replacement process. They indicated that when the tech arrives on site, they'll run a systems pre-check of the vehicle to make sure it's working properly. According to the feedback (from their own computers) this was run about 30/40 minutes AFTER the tech arrived. You would think that a system pre-check would be done BEFORE touching the vehicle and that it would be done shortly after arriving at a job site. If there is an error, they would tell the owner and take no additional action. My experience again was that the tech tells me there is an issue and shows me the interior of my vehicle taken apart with the broken wire. The manager proceeds to tell me "That's process" to troubleshoot the issue if one is found. I don't need a windshield tech to troubleshoot an issue with the vehicle, I need them to replace a windshield. If there is a problem with the vehicle on my end, tell me and I'll fix it. They SHOULD NOT TOUCH THE VEHICLE IF THERE IS AN ERROR/ISSUE. If they do, they potentially create a liability for themselves that didn't have to be there, the departure sensor was working prior to the work. After the tech left, I had a warning/failure lite on my dash console (like a check engine light) which wasn't there prior too (see attached picture). The Manager wanted no part in considering that there may have been an issue with the tech's process and continued to tell me that's just the way it is, even agreeing that the sensor could be expensive to repair. Realizing that I was talking with someone who just wasn't listening, I asked him to have his supervisor call me (who was on vacation). I did mention that I had concerns about someone calling me back as I had to come into the Office to get any feedback at this point. I asked for the supervisor's name and the Manager REFUSED to give it to me (didn't leave with the best feeling). Two weeks followed and I've never received a call back. I followed up with SafeLite corporate who reached out to the location via email asking for them to contact me. It's been over a week, and I've not had a call back. In the end I took my vehicle to a shop to repair the cable (200 bucks), and at that time they brought in another Windshield replacement company to do the work so my windshield is now fixed. I'll continue to try and work with SafeLite corporate over this issue as I feel the Management at the O'Fallon, Missouri location is poor. They lack what it takes to truly discuss an issue with their customers and just saw a line in the sand vs consider what maybe a broken process (or perhaps their tech NOT following proper process). Lesson learned before ANYONE replaces a windshield on a newer vehicle going forward, show them your dashboard make sure you agree that things are working BEFORE they touch your vehicle. read more

Safelite AutoGlass - Auto Glass Services Near Me - O'Fallon, Missouri

want to caution everyone before they consider EVER using Safelite. It may sound convenient that they come to you. But if something goes wrong it's an absolute nightmare!! For one, if you have an issue it's next to impossible to get ahold of someone. What appears to be a local number takes you to their nationwide automated system. It took me 3 days to get ahold of an actual person after a windshield replacement went wrong. My windshield was replaced in June and appeared to be fine until I was taking my kids to school on Halloween and it was raining. A car sprayed mud on my car so I had to use washer fluid. When i pressed the wiper fluid it sprayed all over my son in the front seat of my car. Yes, inside my car. This had never happened before my windshield was replaced. I finally had to just use the website to schedule an appt which then required me to have to bring my to their O Fallon, MO shop. They said they'd never seen this before. The wiper fluid would only spray into the car if it was raining. If the windshield was dry and dirty the wiper fluid worked normally. Safelite only offered excuses as to why it wasn't their fault there was now a hole in my wiper fluid tube. So I took my car to a car dealer whose mechanic took one look at it and said the tube was cut when Safelite took off your windshield. I then took it to the dealership specializing in my car and told them how the fluid was spraying inside my car. The manager took one look at it and asked if I had had my windshield replaced which I had. He said he had seen this over 20 times and every time it happened the client had one thing in common, a new windshield. I contacted Safelite again and let them know what I found out. Every person there, from their technicians, to manager had a DIFFERENT excuse as to why it wasn't their fault. They also tried to point the blame at me saying that I should've noticed it sooner. It had been 4 months and was a dry summer, and I don't often use wiper fluid when it rains. I finally got Safelite to get a "Quality" manager over to my car dealer (he was 45 min late) and once again created more excuses. He said the tube had worn against a piece of metal and that's what caused the hole. The dealer said they've never seen that, and the tube is stationary and not loose so It does not move therefore could not wear. What they have seen, they told the Quality manager was the same wiper tube issue, specifically in my type of vehicle, caused after a windshield was replaced. The tube in my car runs closely down the area where the windshield is removed. Safelite did not stand behind their work, they lied, gave me the run around, made unrealistic excuses, and they stuck me with an $805 bill to fix THEIR mistake. Not a single professional that saw my car, technicians, mechanics and managers included agreed with Safelite and said that there was no other possible cause of the damage. They're criminals. Avoid at all costs, even in your insurance tells you you have to use them you don't. Put up an argument and remind them they're responsible to restore your car to the way it was. read more

Safelite AutoGlass - The damage to the window wiper fluid tube - Auto Glass Services Near Me - O'Fallon, Missouri

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I came in thinking I needed to replace my whole windshield for a broken gasket, but they told me they could just replace my gasket, saving me almost $600! Really appreciate how honest, fast, and kind they were. Very impressed. read more

Scheduled my appointment after a local company said they wouldn't be able to get my windshield for 2 months. Safelite was able to get me in the same week I reached out to schedule. They called early the day of my appt, letting me know they :wanted to go home early because it was a Holiday Weekend" and could I come before my scheduled 3pm Friday appt. I left work early in an attempt to "help them out". Drove 1.5 hours to get there. They got my car right in. About an hour later, the technician told me they didn't have the correct windshield and non of my sensors would work until they could get the right one. But "don't worry, we won't charge you for the windshield we put in today. You'll just have flashing orange lights on your dashboard until we can get the correct windshield in about 2 months. Just remember, your safety features won't work". I asked if that was something they would know in advance since they had my VIN. They said yes, but sometimes they can finaggle things to work out with this windshield. Another 1.5 hour drive home. So 4 hours out of my day to only get to do it all over again. They also said they weren't sure if they could get the proper windshield approved through my insurance since it was more expensive but they would call me on Tuesday and let me know so we could get another appointment scheduled to fix the problem they created. I never received a follow up call. I've called 2 separate phone numbers for them, no answer, no voicemail option. I wish I would have went with the small local company who was honest from the beginning. I assumed since this was a large, nation wide company, maybe they had my specific windshield in stock and that was why they could get me right in. O'Fallon Location read more

Was driving through and looking for a place to fix a chip in my windshield. They told me to call my insurance to see if they woukd cover it which they did. They got me back on the road quick and on my way to Boston! Thanks for your help! read more

If you need more reviews, check out the Better Business Review. They literally have a rating of 1.15. Think about that. Notice how they all have the exact same canned response being sorry for the inconvenience, but taking not action just to show they are responding for the BBB tracking. What a joke. My experience. I live in a rural area so had to drive an hour and 20 minutes to get to this location. When I got there I checked in for my appointment and sat down in their waiting room. I went back out to get something from my car and a Safelite guy was standing by car and asked me if I was okay if they didn't use an OEM replacement windshield, because that's all they had. He said the only difference was that it wouldn't have the manufacturer's name on the glass. I don' t know if that's true or not, but I told him I didn't care. After sitting in the waiting room for a while, the same guy came out and was talking to a woman in the office. Then he came over and told me that they didn't have the right windshield for me. I asked how that could happen, since I gave them my VIN. I asked them if it was the right VIN and he said it was, but he had never done a 2024 model before. She said she was going to have to call the manufacturer to see what window it needed. I asked why they didn't do that originally when they set up my appointment before I drove all of that way and took off work. The kept making excuses, sometimes contradicting each other and never taking responsibility for the fact that they didn't do their job and they now had a customer suffering for it. I absolutely would not trust them if would have let them try to get the right windshield and try it again. If something went wrong they absolutely would not take responsibility for it. READ THEIR BBB REVIEWS, YOU WILL SEE WHAT I MEAN. THEY SCREW UP CONSTANTLY AND NEVER TAKE RESPONSIBILITY FOR THEIR ACTIONS. read more

Our Mercedes had a crack in the windshield. We had the car at the dealership and they wanted 800.00 for a new windshield. Ummmmmmm Noooooo. But Mercedes has a special windshield they say. So I got on line and booked an appointment at Safelite. The process was super easy. I also found a coupon which saved me even more money. I dropped the vehicle off since we have another car. Within 3 hours I received the text that the car was ready. Total cost to me was 350.00. A lot better than 800. When I picked up the car the technician was super nice and really appreciative of my business. read more

I would find a different company to do a windshield I had 3 different windshields in my truck one broke chiped and now leaking you call the number can't even reach a person to talked to all you get is the stupid computer system paid out of pocket i WILL NEVER DO BUSINESS WITH THIS COMPANY EVER AGAIN its better to just go to a dealership I've never had problem from dealerships read more

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Disappointed - ordered online and pre-paid for a back window glass w/ passthrough replacement and received an online quote. Was within tolerance so went with the more advertised company. Dropped the car off early only to receive a phone call stating that the rear window they had for the truck was not one with a sliding opening, but a fixed glass throughout. The actual window was almost $400 higher... Ended up going with a lesser known company that came to me! Safelite had the opportunity in the moment to make it right, but through lack of training, lack of interest, or just lack of business sense, chose to forever lose a customer - and one who shares stories of their experiences with everyone they meet. read more

A very straight forward and easy company schedule to have my cars windscreen replaced. Their website was easy to use. Their pre service follow up was very professional. The day of their service also excellent and trouble free. The service tech Marvin was very experienced and knowledgeable. Explained the procedure and undertook the job quickly, thoroughly and without incident. The online payment process was also a breeze. A terrific experience, highly recommended their services. read more

Called because I was delayed and asked if I needed to reschedule. Was told 10-15 minutes was okay and the corporate representative made a note on my account. Was turned away by Hannah because I was more than 5 minutes late. I drove an hour in traffic to make it to my appointment! No grace or understanding offered. Asked for a refund and won't be back. I wouldn't have driven all the way to O'Fallon had I known (I called over an hour before my appointment to double-check and let them know the situation). Super frustrated and disappointed. I understand the policy (and am a pretty punctual person), but would have just rescheduled had I been told up front. It's also VERY difficult to actually talk to a human at Safelite. Poor customer service all the way around. read more

They came out to where I work and replaced my window. Service was fast and made it easy for me, and great price!

Have had them replace my windshield twice due to rock breakage and they do a great job! But, now with a broken side window and no way to get a quote. The on-line isn't specific enough (my vehicle has 2 sections of glass to the door -- a stationary part and a roll-up/down part. Online shows one) and there is no way to actually speak with a person! When I call, i get a robot that directs me to the web site. Guess they are good with the assembly line windshield replacement but not so great with other things. read more

The actual service and technician was great. My only issue/concern was that my appointment was re-scheduled twice by Safelite. They offered to waive the mobile fee and disposal fee which I felt was fair since the appointment was re-scheduled twice. Unfortunately, neither of these fees were waived and I have not been able to figure out how to get in contact with anyone to resolve the issue (obtain a refund/credit). read more

The repair of a tiny chip that resulted in a quarter inch in length crack that was very expensive, $113.00, to fix for in all actuality 15 minutes of labor. I responded to their shops location, Ofallon Mo., to have my windshield repaired. Although most people probably like that they also clean all of the vehicles glass and vacuum their filthy cars out, I did not. I don't like people going thru my car without telling me. They should advise you of their whole process and let you decide if you want all that done to your vehicle. I watched the whole repair and cleaning process and saw the female service person stand on both rocker panels so she could reach the windshield. I never once saw her wipe down the rocker panels to remove her footprints if any. I also saw her use paper towels to clean the inside of my front door glass along with their brand glass cleaner. While paying for the repair I mentioned my displeasure of not knowing they were going to got thru my vehicle and that she used glass cleaner and paper towels to clean my front aftermarket tinted glass. (paper towels are an abrasive and scratches plastic!) I tried to tell her about doing that but all she could reply is our "our glass cleaner is safe for tinted windows. I started to tell her about the paper towels and what they will do to tinted windows but stopped and left. When I opened my car door to get in my rocker panels were do filthy dirty I couldn't believe it. I suggest if you use this safelite location have them respond to you in their van. But call around first and I'm sure you can get a repair less expensive. read more

I have used this company numerous times through my insurance. It's always excellent service and I've never had a problem.

Choose another company, unprofessional service and low quality products. Employees don't even know the difference between OEM and OEE.

Amazing service. They got me in within a few days, came to my work and I left my car unlocked. They were done in a couple hours abs my windshield is brand new. Good price and great customer service! read more

Four hours wasted. Still didn't get my windshield replaced. Person at the shop was blaming me because I scheduled the appointment and put the vehicle information into their system. Just a suggestion: When there are multiple windshield options for a vehicle you might follow up with some clarifying questions to determine what is the best option so this doesn't happen to anyone else. FYI the owner/driver of the vehicle is not the windshield expert in this situation YOU are supposed to be read more

Small chip repair. Quick service however within 2 weeks of the repair the chip became visible after a cold morning, little bit high priced for 30 minutes worth of work. I will end up trying a different company next time I need these services. read more

We had a minor chip on our new car windshield. Scheduled with Safelite but was not able to be present during installation (a family member was). After the "tech" finished, it was absolutely now better than before. When the family member pointed this out, the tech took off $20 - we were still out over $100 for a useless repair (I'd have not paid it had I been present). We were told we could take the rest off if we wanted to replace the windshield - $700! Is this their plan? I wrote a review on their website and heard back from them a week later. A fairly snarky response telling me that they had a 99% satisfaction rate - really? Not looking that way from a real review site - Yelp! No remediation offered, just telling me to deal with it or call their number - maybe so I could argue live vs. an e-mail. Don't waste your money on chips - just live with them or try another company. "Safelite repair - no! Safelite replace!" PS: check my Yelp reviews - I rarely give out 1 star! read more

I had a windshield installed a few months ago and did not have time to inspect the work done ( as it was going in the shop for other maintenance tires,timing belt,waterpump, seals, valve cover gaskets, alignment, headlights and wheels refinished, and window tint) . While the vehicle was in with my mechanic he called to ask me if I installed the windshield myself and I advised him I did not. And he proceeded to tell me how terrible the installation job looked and that I should contact the installer once the car was back in my possession. I did as he said and had a manager (Rod Campbell) come out to assess the workmanship and Rod insisted that somebody else installed urethane after their installer and that they wouldn't have done a job like this. Pretty much calling me a liar to my face trying to cover his installers terrible workmanship (if that's what you want to call it). I will avoid this company like the plague from now on. They advertise a one year warranty on the workmanship but don't expect them to cover it they'll just make excuses, there's plenty of other windshield companies don't use this one. You've been warned!!! read more

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Quick and responsive in fixing a starburst in my windshield. This is the second time I have used this location. Both were good experiences. The cost seems to be more than before and if I get another starburst, it may be time to just get a new windshield for the cost. read more

Quick and efficient! Love that you don't have to go into a shop for replace and they come to your home!

Set up an appointment in their office, set up an insurance claim as directed, rearranged schedules, got a ride lined up, etc. only to show up at the scheduled time to have them act like I never scheduled anything, or if I did, I did something incorrectly. Even though I have a handwritten note from the person who set it up with date, time, and address. Would never recommend this company as they were unapologetic and took no blame for the inconvenience. read more

I got next-day service, they were very nice about discounts & pricing, and the technician worked quickly and effectively-a year later and no issues. read more

My rearview mirror came off my window (this happens every couple years for some silly reason). I usually go to a shop to have it put back on and it takes a few days because you have to wait for the glue to dry before you can put the mirror back on. Well this time someone recommended Safelite. So I went there and asked the receptionist if I could pay for them to just put my mirror back on. She was so nice and said no problem at all. I asked how much and she said not to worry about it and they will just put it on for free! It took them 10 minutes (they obviously have a better way of doing it) and I drove off! What a nice bunch of people! If ever I need my windshield replaced I am taking it there! read more

They made my chip so bad I have track marks all over my windshield. I would not recommend this company to anyone.

This place should not be a Safelite franchise. The manager needs to go. Safelite in my past has been a good company. If you're in O'Fallon go somewhere else. DO NOT USE THIS LOCATION. I made an appointment through the corporate warranty office. When I walked in the door the manager sighed and seemed bothered that I was even there. Then he would not honor the lifetime warranty that the company boasts. I told the warranty office I had a chip and was trying to get my windshield resealed at the same time. Wanting to pay for the chip repair the warranty office said to have it resealed first as the windshield is often cracked during this process. That I should not pay for the chip repair then they break the windshield and have to replace. Makes sense. Now this guy with no knowledge on how to run a business has wasted more of my time. He went to get the warranty information to show me how I voided the warranty by having a rock hit me and could not produce the facts. How does a rock hitting my windshield have anything to do with the windshield leaking air no where near the chip. I kept telling him and his mobile tech that it was leaking air when traveling at highway speeds. So they tried to squirt it with a water bottle then told me I don't have a leak. He also kept telling me it was voided because I have 30 days to report it. I told him I never told you when it started, why do you keep saying that. When I tried to tell another patron not to use them, they do not stand behind their work. He tried to confront me like he was going to get physical. Edit: I am not trying to get you to fix the rock chip for free. If you'd people (except you first warranty guy) would listen. I had a separate appointment to fix AND PAY $140 to fix the rock chip. I am just asking you to check the seal as part of the lifetime warranty you provide. There is what I suspect is an air leak, not a water leak. So dumping some water on the windshield will not recreate the air leak. But thank you for the response. read more

From start to finish, my experience with Safelite could not have been easier or more affordable. I was able to have a new windshield installed within 2 days of receiving an estimate online, all while working at my place of employment without the hassle of making a special trip to a Safelite location. The technician was prompt, courteous, professional, and did a fantastic job. Thanks Safelite! read more

Absolutely horrid experience. They damaged my truck and then denied that they did it claiming it was pre-existing. Neither the location or Safelite corporate have been responsive. Buyer beware, they simply don't care about their customers. read more

So they quoted my wife 1600 for a new windshield and the day before the install they say they ordered the wrong part even though they had our VIN number so now the price the day before install is again 3,000. These guys are crooks or incompetent!!!!!! Either way stay away!!!!' read more

OMG! These guys were so informative and very sweet. I was so happy that I went to them because they actually made me feel at home and demonstrated a level of professionalism that surpassed the highest level of excellence you can imagine! Thank you, Thank you, thank you! Hugs! read more