November 2023 by Mike Chaffey
I called prior to the end of my 4 hour appointment window, on November 1st in the morning, because I had not been contacted. Safelite customer service told me I had two different appointments for two different vehicles on two different days. I was told originally to ignore the separate appointments for the separate cars, that both would be repaired on the first appointment. On the date of my appointment customer service didn’t know anything about it. Only that there were two separate appointments in the middle of the week. After getting off the phone I found a message from the technician (11:42 AM) that he was running an hour late. My repair window was 8 AM to noon. PTWO HOURS AND FORTY-FIVE minutes after the LATEST the technician was supposed to arrive (12:00 PM) I called customer service. They couldn’t get ahold of the technician, the shop, or the shop manager. Hours after I got off the phone with no resolution, I received a notification by email that my appointment had been canceled…WELL AFTER THE APPOINTMENT SHOULD HAVE BEEN CONCLUDED. At (4:12PM) they left a message stating the technician, Matthew, had attempted to contact me. It is strange that my iPhone, a marvel of technology, has no record of this. I can’t use my vehicles because they have blocked out two long “windows” on two different days. They never showed. They were supposed to repair both vehicles today. I had to stay home all day. I will have to stay home at least half the day tomorrow because the “window” is in the latter half of the day. Time is our most precious commodity. Their time is not worth more than mine and the frustration isn’t worth their undeserved good reputation. I might change my mind, but I can’t imagine what they could do for me to do so.*. *. *. *. *Next day’s email to Safelite customer service after my repair. I have still not received a reply, as of 11 days later:The Safelite Technician, Marcus, ruined my OEM windshield. He said the crack had to be bigger to repair, though your emails say cracks need to be small to be effectively repaired. I read this after the fact. He had already made it bigger. I have a picture of the original area of the windshield, time stamped the day before, because they screwed up and made me wait around the day before and never showed. After the repair he said it wasn’t pretty, but it was fixed. The crack is now much bigger, 2 or three times the size it was after Marcus’s “repair”. Yes, I have a time stamped picture of it now. I have no doubt it will continue to grow. I noticed on the “completion” email that it said not to remove the tape for at least two hours. There was no tape on the windshield and Marcus was here for much less than an hour. I was trying to preserve my OEM windshield. He ruined it. He needs to pay for a new OEM windshield, at no cost to me, and his franchise WILL NOT BE THE ONE TO REPLACE IT, at NO COST TO ME. I am calling my insurance company now. I have been a valued customer for 25 years.
