Customer service
Product or Service Quality
Value for money

Update by user Sep 22

ref # 442228 dtd 9-12-18

Original review posted by user Sep 21

Insurance company, Liberty Mutual coordinated windshield replacement with Union City, Ca. shop. Referral #442228

Took car in on 9/18, to be picked up 9/19. When car picked up, immediately noticed my HUD was 15 degrees off level so went back into shop to remedy. Jose, original installed on 9/18 not in so Edgar took my car back into shop, returned an hour later, saying look at it now! He did nothing but try to adjust my HUD from the steering wheel! I insisted he take a test drive, and he saw the problem. Said he would try to get another aftermarket brand to replace what they had installed. I recontacted Liberty Mutual, stated problem and they authorized an OEM windshield. Safelite acknowledged this auth rec'd at 1231 P.T. 9/20, but when I called twice on 9/20, no one had any knowledge of this. I called Liberty Mutual again on 9/21, asking them to call Safelite directly which they did. I reached out to Safelite at 1500 9/21 still having not heard from them, they told me they had ordered OEM and to come back in on Thursday, 9/27 for install. I spoke with Edgar, Arnold, Stephanie and left messages for manager, Phoung....no one ever called me back, altho was told Stephanie left messages on both my home phone and my cell phone...no messages ever rec'd.

I've taken all the initiative to get action on this replacement for past 4 days-Numerous phone calls, not to mention two round trips to the Union City shop from Castro Valley (30 miles RT)-appeared no one at Safelite would lift a hand to make things happen. I paid $250 deductible along with $35 for new wipers, only to have a vehicle returned to me with obvious problems from onset. Unimaginable this type of lack of service and quality still exists in 2018.

I'll see what my experience is next Thursday, 9/27 and the resulting work/replacement.

If you desire to make me a "delighted customer" reimburse my $285 and oversee the 9/27 install to utmost satisfaction.

Reason of review: Poor customer service.

Monetary Loss: $285.

Preferred solution: Full refund.

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