Safelite AutoGlass

My wife and I are proud owners of a slightly raggedy 1993 Oldsmobile Cutlass Ciera. We know it’s an old car, and a cheap one at that, but we love the old girl enough to have named her Goldi, and to replace things over time to the point where she has a custom interior. To be clear, this is not a pretty car by any stretch, she’s dented, scratched, paint faded, with almost 300,000 miles. It’s not that we can not afford a different car, we just happen to like our little road warrior. As part of the process to get her ready for PA inspection, she needed a new windshield, as the old one had cracks up the wazoo. After calling a couple places (a few of which were cheaper than Safelite, I might add), I decided on Safelite for the Warranty and reputation of a national company backing up the work.
We were greeted in a friendly, professional manner, they took the car to the back immediately, So we sat in the lobby, enjoyed coffee (nice touch, thank you) Hour and a half almost to the minute, we’re handed the keys, we make the payment, and go out to see our beloved junker with a new, clear windshield. Initial inspection looked ok, until we got into the car and there was a tiny nick on the upper end of the driver’s side. Also, We asked the tech to come out and look at it, and were assured it would not cause a problem. Reluctantly, we drove off, then, as we continued down the road, we decided to call Safelite corporate about it, because the state we live in has crazy cold snaps and windshields do not last very long out here. We were concerned that it would expand in the first cold snap. While it would be covered under warranty, I was also not pleased with the way the new molding fit the car, allowing water collection points around the window. Safelite immediately set up an appointment for the following day to replace the whole thing. Many thanks to the lovely woman I spoke to on the phone, she was a big help.
We return the next day, and while friendly and professional, the manager seemed a bit upset that the car was back for a tiny nick in the windshield. Kept saying it was a result of shipping, well, if I pay for a new windshield, I’d expect perfection. I kept getting the feeling that because the car wasn’t a newer vehicle with an expensive bit of glass or something rare worth fixing, that we were being viewed as a «slap it together and get it out of here» kind of thing. The window was replaced, wider molding put in, and was scratch free. I appreciate immensely the replacement being done under warranty, and dealing with the corporation over the phone was outstanding, everyone was incredibly concise and explained everything with perfect clarity and professionalism.
So why only 3 stars? Well, I’d like to quantify that I’d rather have scored it a 3.5, as the experience with the Corporation line was brilliant and the work was done efficiently and quickly, but I kept getting the feeling that the location itself felt like we were wasting their time because our car is a dented old piece of work, and we weren’t exactly dressed well as a result of the weather. (We don’t do well in the heat.) My family and I felt with the first result that proper care was not taken and we were just kind of being hustled along. Just because we look poor, doesn’t change the fact that we are paying customers deserving respect. Myself, I am a student studying the history of Atomic Energy, and have spoken numerous times to my classes on my findings. I like a simple lifestyle because it suits me and allows me to live an uncomplicated existence. This creates more time for study. I’m from an old-​school family who believes in if it’s broke, fix it. It ends up being less expensive and more challenging to keep this car on the road than buying a new vehicle.
So my suggestion is this: Make sure that your locations know that it doesn’t matter if it’s a Jalopy on its last legs or a new Rolls Royce requiring a 10 grand windshield from merry olé’ England, each car is special to the person who owns it, especially if they are paying for it themselves, and not through their insurance.
I like the product, I like the end result after the second windshield, the location service was so-​so, mostly because we weren’t satisfied at first, and they tried to make us accept less than perfection. I liked considerably everyone I spoke to on the phone, they were a huge help. We would recommend Safelite to our friends and family on the basis of your customer line and warranty, as well as quality of the glass itself when it’s done right. I hope I never have to use you guys again, but if I have to, I will have no problem whatsoever doing so, just so long as the location looks past the appearance and treats our Goldi like, well, gold. Thank you for taking the time to read this admittedly long and rambling manifesto, I hope it will be a help in the future.

Excellent repair job on my 2006 Equinox, tech was very thorough & courteous! I highly recommend Safelite and thank them very much!

If it wasn’t for the woman at the front desk (who I think is Leslie), this review would have been a 2 star.
I made the appt online to have my car serviced at the shop as there weren’t any convenient dates/​times within the week for them to come to my work or home. I received no phone call, per the emailed confirmation, before my service. When I went to the address listed, it wasn’t correct — the Paxton St address is the warehouse/​call center so don’t go there! Thankfully, the woman there gave me directions to the correct Safelite (obviously, this happens often as she had pre-​printed directions at the front to give!).
Eisenhower Blvd service center is easy to find, but drive slow or you’ll go right past it! When I 1^st arrived, I made no mention of the above discrepancies, but after chatting with the woman behind the front desk (I was waiting for my car which can be up to 2 hrs), I mentioned it. She immediately took action to remedy the situation without me asking, & I felt comfortable around her — she was very nice & easy to talk to, & I could tell she cared about the customers who came in… it wasn’t just about making money, it was about making sure each person left completely satisfied (which leads to us telling others to go there for car glass repairs). So thank you!