Called on a Monday and had a technician as soon as Tuesday. William was courteous and respectful…read more He contacted me to ask questions and advised me when he arrived. He called after the work was done to say that he needed to come back. The glass broke when he went to seal it. Apparently it happens with older trucks and he was going to discount me the wipers blades for the inconvenience. The wipers blades were another issue. I was told they had to be purchased to go along with the glass and it was a specific blade to ensure the safety of the windshield. My insurance claim begged to differ as they weren't going to cover it because they were $75 and you can get cheaper blades plus if it was a part of the service it wouldn't be extra. Well played, Safelite - I got duped. Thankfully, the technician broke the window so I then didn't have to pay for them. When I got home that Tuesday. My driver door was wide open. It has been raining on and off. The seat was wet and the floor saturated. Yay for mold. I'm not even sure how an oversight like that happens. I called the technician to ask and was told that he is very meticulous and cannot imagine leaving the door wide open, but would come back to clean it should I want. Nope. We are good. I like squishy floors. On Thursday, the tech was back. Very well spoken and communicative. I questioned my confirmation emails because my estimate went from 414 to 317 because of the new discounted wiper blades to 561 to 886. I was told he ordered extra parts and they are all attached to the service until scrapped. Cool story. It seems odd to add it to the estimate when it is not the customers fault. William finished. Gave me the details. He cleaned my seats and floor. Dried up as much water as he could. Set the new window. Attached my rear view and made sure to close my door. We settled up for 317. He told me I would get a notification that I was zeroed out. When I didn't - I texted him to advise. It felt a little rude but I was told he was driving and cannot look that he will handle tomorrow morning or I can call Mary Jo in the office. I said I would call. He then made sure I knew that he "in fact knows he charged me only $317" I know. I was there. I also never said he didn't. I said I was getting additional invoices. I was told it would be zero once the work was done. I called the office to the rude Mary Jo. She is just finished settling my account. With that she knows I am at a zero. I explained what William told me about adding additional parts to the same service call makes the estimate higher. Mary Jo snarkily advised that he wasn't wrong. I never said he was. I was questioning why they do that and make bills appear higher. And once you've paid why they continue to send texts and emails stating you owe more. Not my cup of tea. Overall, the window got fixed quickly. But the customer service was pretty shaky in the end. I cracked my windshield which led to another cracked window, a door left wide open and some pretty substantial water saturation to a sort of decent recovery into a bunch of caustic undertones over correspondences Safelite continued to send me.

This review isn't about the technician's ability--they did the job. It's about the customer…read moreservice, which was seriously lacking. From the moment I arrived, the manager at the Safelite in Middletown, NY gave off a confrontational vibe. He seemed irritated--possibly about where I parked--but didn't say anything directly. Still, the tension was obvious. I had scheduled what they called an "all-day" appointment because we intended to drop the car off before we went to work and pick it up on the way home after work. I informed the receptionist that our plans had changed and ask if we could pick up the car sooner if it was ready, the manager bluntly told me that it wasn't possible. What made it worse was his tone--he made a point of reminding me (rather smugly) that I had booked an all-day slot, so "it is what it is." Totally unnecessary and unprofessional. Eventually, I got a call saying the car was ready. The receptionist asked if the technician had already contacted me--I hadn't heard from anyone. Then she told me they were closing in 30 minutes... and I live 25 minutes away. It honestly felt like they waited until the last possible moment to call, just to make it a full-day ordeal. (For reference, a windshield replacement and calibration takes about 2.5 hours.) Long story short: I won't be returning, and I'll be warning others about how I was treated. The friendly, helpful service shown in their TV ads couldn't be further from what I experienced.