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Our van windshield was cracked on March 28, 2010, a Monday. My husband's Ford Explorer windshield was then chipped the very next Tuesday on the highway.

I called Safelite Auto Glass in Bethesda, MD, based on a search of service providers in our area. The company overall seemed to have a good reputation online. I scheduled work for that Thursday, April 1 from 12-5pm at our residence. The repair to the van was nearly invisible. The repair to our truck however, resulted in a small ¼ inch crack that was not there before. The truck only had a chip in the windshield. When I asked the technician about it, he said it happens sometimes because of the pressure that the repair has to exert on the glass, but that the crack was completely sealed from the repair.

The following Saturday night, April 3rd, my husband noticed that his windshield had two long cracks that had erupted out from the repaired crack into a 14 inch total wide crack across the windshield. I called the Safelite number and was forwarded to the Bethesda office. I got their voice mail and left a message about what had happened and to please call me.

Monday came and went and no one called us. I called Tuesday and told our story again and scheduled a windshield replacement for that Saturday April 10 from 12-5 at our home.

At 2pm on that Saturday, I called Safelite and asked the phone operator to add my cell phone number to our file asking the technician to try to reach us at both numbers because we wanted to take the kids the school playground in our neighborhood. We were gone for about 45 minutes. I had my cell phone with me the whole time and no one called.

We came home at 3pm and then waited for the next 2 hours and no one called either number. I called Safelite again and asked where the technician was. They told me there was a problem and the technician was supposed to have called me.

Three days later a voicemail showed up on my cell phone that Safelite had called at 3.50pm on Saturday saying that apparently the replacement windshield had cracked and that I had to call the office back on Monday to reschedule. No apology, nothing else was offered.

We rescheduled for the following Saturday, today, April 17, again from 12-5. We waited and waited. No one called. I called Safelite at 4.30pm and was told that the technician was on a job and I was next on the list for the last call of the day.

At 5.10pm when no one had still called or showed up I called Safelite. They contacted the Bethesda, MD office and then told me that apparently the driver had hit a bump or something and the replacement windshield had cracked.

ARE YOU KIDDING ME?! This is not a believable answer! Seriously, am I supposed to believe that an auto glass company is so incompetent that they do not know how to properly secure their fragile supplies in a commercial vehicle for transportation??? Or is it that Safelite is so ignorant they hire people who don't know how to drive properly and aren't smart enough to avoid pot holes on the road when they are driving huge sheets of glass around in the back of their trucks??

After dealing with the incredible incompetence of Safelite over the past two weeks, I am now convinced the crack was a result of the initial repair service and that the repair did more damage instead of simply fixing the original chip. I am contacting my insurance company to hold payment on the truck repair if possible, and recommending that they NEVER Recommend Safelite as an auto glass service provider.

As a result of our ridiculous, wasted time with Safelite Auto Glass, we will NEVER be using your service again, we will post our negative experience on multiple consumer websites, including our neighborhood service providers chat room, and hope that it will spare anyone else having to deal with such an incompetent company with a complete lack of service reliability.

Location: Washington, District Of Columbia

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Guest

Had a two small chips repaired by Safelite. Instead their tech left a crack and the other chip is still visible.

Told me it was caused from the heating device and the proxy would hold. Winter came and the crack extended across my windshield.

Now Safelite says I have to pay for a new windshield due to a crack they caused. I will never use this company again.

Guest

safelite is a huge company with tons of diff locations. Sounds like that particular location was giving you the run around big time.

Remember rock chips are like snowflakes...they are ALL different and it shows when they are fixed. Some turn out perfect and some crack out.

Guest

Ever since I had Safelite fix my chip on my 2009 Tacoma, my winshield keeps developed bubbles everywhere. The truck is practically brand new, and yet the windshield looks as if it is ten years old.

Almost as if there is something in the cleaner they used to make the glass deteriorate. Also, the actual fix looks very bad, in past had much better fix from other companies where you could not see the fix at all.

Jennifer Tda

I'm terribly sorry to hear about your frustrating experience. I will contact our customer advocates as well as the local market to determine how we can prevent this situation from happening again.

If you'd like to e-mail me your contact information, I'd be happy to have someone look into your experience specifically.

Please feel free to contact me to jennifer.kielmeyer@safelite.com.

Thanks,

Jennifer

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