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December 2023 by Brian B.
Friendly staff, but they cannot properly install the windshield and trim. I've had the vehicle back 4 times and it still isn't correct. I will now be taking it to an independent local glass shop and suggest you do the same.
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November 2023 by Juan Pena
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
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November 2023 by Michelle Cruz
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.
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November 2023 by Jeffrey Carias
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
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September 2023 by Wooseong Kwon
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.
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September 2023 by Liz B.
Glad I ignored the negative reviews! Brought my minivan in for a windshield replacement. The front desk and all of the technicians were pleasant and helpful. Loved the real time text messages/emails about my appointment and the status of the installation. Hoping *not* to have to use them again (that is, hoping that I don't have a rock hit my windshield!), but if I do, I'll definitely be back!
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September 2023 by Helena K.
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.
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August 2023 by William M.
You can't review them if they they keep canceling the appointments. Gave up, went somewhere that cares.
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August 2023 by Tack F.
Worst customer service. Brought car to replace crack windows. Discover that the technician damaged the window pillar. Call and went to store, they said that they would replace and fix, but they could not get the part. Call and follow up every month, no part still. After 6 months, they told me they lost the order. Promise to have service manager call back, but no one did. They don't care for the customer. Do not trust this place!
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August 2023 by Peter Bloy
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.
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August 2023 by Michael madadi
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
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July 2023 by Nora Murphy
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.
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July 2023 by Alicia Simek
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.
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June 2023 by GS C
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.
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June 2023 by Gail S.
Edited to add: The response to this review is simply another mark of their poor customer service. A promise to take immediate action to expedite the procurement of the missing part would be a more appropriate - and expected - response. Approximately two months ago, I brought my car in for a windshield replacement. They did a thorough job, the car was actually ready before the promised time, and there have been no issues with the windshield itself.But.....A few days later my husband noticed a piece around the window frame was missing, and patched it with duct tape to ensure that no rain would get into the car. I went to Safelite where I spoke with a technician who agreed that the part had not been put back when the windshield was replaced, and promised that he would speak with his manager about ordering a replacement part. Admittedly this has not been top of mind for me, so it was several weeks before I returned to Safelite to ask about the status of the replacement, only to find out that a part had never been ordered.No apology or explanation was given, and while I was standing there I was told that an order for a replacement part was being entered into the system, and that it would probably be a week or so. That was 2+ weeks ago. I went back today and was told that the part was still on order, and should be in (hopefully) within another week or so. My car is not a high end exotic car, and I find it puzzling that it is taking weeks for Safelite to procure what is likely a $15 part. I thought about giving this review a 1 star rating, but in all fairness, I was happy with the work that was done to replace my windshield. However, from a customer service perspective, I'd give it no stars if I could.
