September 2023 by Chuck C.
Problem: Headliner along top of windshield damaged. Safelite location: Paris, TN. Vehicle: 2008 Ford Escape. Description for repair: replace windshield. - Initial communication with installer was good. He arrived on time and was pleasant to talk with during installation, BUT- **Problem: Tech failed to notify us that it is common for the headliner (fabric and/or insulation) along top of windshield to become separated during replacement. **Afterwards, Safelite does not have a "Submit a Review" option anywhere on their web site. They send review requests only to those customers who were satisfied with their service, not it you have problems. Kinda shady if you ask me. - Tech appeared to take Safelite required steps to prevent damage by placing cardboard along top as he cranked cord/string around edges to break seal for removal. This obviously does not work. The cardboard and cord appears to have caused the headliner fabric to become separated from the insulation across the entire front. I noted the problem to the tech during final inspection, which he said is common on replacement windshields to not fit the same as OEM windshields. I told him this was unacceptable and I would notify Matt (location owner/manager) of damage. - Safelite's main office phone number does not work. I had to call tech's cell phone who called Matt, who in turn called me. I explained the damage and Matt sent a senior tech to inspect the job and take photos of the headliner for legal purposes. I asked the senior tech about the problem. He said the original tech should have told us about the headliner problem PRIOR to starting. - Basically, Safelite is not accepting responsibility for the damage and said the only way to fix the problem is for me to use spray fixative to re-attach the fabric. I'm researching U- or C-channel molding that can be fitted around the insulation with the fabric tucked in the channel for a permanent repair. - Also, on our receipt, it states "Your vehicle has been vacuumed." This DID NOT happen. - If this is a common occurrence, Safelite should put it on their website and notify all customers BEFORE any job begins.
