If I could give 0 stars, I would. This has to be one of the most frustrating experiences, and I would NEVER recommend Safelite to replace a windshield on a car that has a camera that requires calibration after the windshield is replaced. I had a technician come to replace my windshield at my home by their mobile unit. The replacement of the actual windshield was fine, except for the fact that they replaced my windshield with an aftermarket product for a car that is only 8 months old, and I was not notified. The glass tech was not able to calibrate my camera system, which controls all of the safety systems, including adaptive cruise control, etc. I made an appointment for a few days later at their shop for the calibration. I brought my vehicle in for the calibration (2nd attempt), and it took about 45 minutes. Additionally, the person doing it, who I found out later was the shop manager, just drove off in my vehicle for 30 minutes and did not notify me (this is a requirement to ensure all systems are working properly), but it would have been nice to be told. Upon her return, I was told that all systems passed and everything was working properly, even though I questioned a couple of things, and she stood her ground and said everything was working as it should. I left with my vehicle and found out that my front radar system, collision system, adaptive cruise control, etc, were still not functioning properly. I called to let them know my vehicle was not functioning as it should be and told the manager what the issues were. She asked me to bring my vehicle back in the next day to recalibrate (3rd attempt) it. I brought my vehicle in the next day. This time it took over an hour, and she again took my vehicle for a test drive for 45 minutes. Upon her return, she said all systems were functioning properly, and she said she tested them all herself to confirm they were working properly, and she "was able to return systems to their default status and reset everything". Again, I took my vehicle and went for a long ride to test my vehicle. Nothing worked as it did before my windshield replacement. My vehicle did not set a safe distance or provide alerts if I was following too closely, adaptive cruise control wasn't working, and my automatic braking system and alerts were not working properly. This time, I drove back to the shop to let the manager know that the recalibration was not successful and my vehicle was not functioning as it should, and was not set to the manufacturer's specifications. She then argued with me that it passed all systems that were tested by the REMOTE system that calibrates these systems. She got very defensive and basically said it wasn't her problem. I told her that I had an appointment with the dealership, and they would recalibrate it to manufacturer specifications. She said they would not reimburse me for these charges because the calibration was "successful," even though the systems were not functioning according to specifications. Essentially, it was not her problem because, as far as she was concerned, it "passed" their test. The manager at this location does not know how these systems function in vehicles to properly ensure they are working as they should be. And how these systems function from one manufacturer to another. This is not acceptable, since these systems are built into vehicles as an additional layer of security for the operator. Note, I am not saying these we should depend on these systems, but they are for increased safety of the person driving, as well as others. I would never recommend this location or Safelite to do anything to my vehicle, and I am not really sure how they are still open. As a last note, in Massachusetts, you are not required to go to a specific shop for any type of repair that your insurance company is paying for, which includes glass replacement. read more

I would have gave them five stars but I had to go back in to get my bag the service tech removed from my front seat. I'm glad I didn't drive away without noticing. They did a perfect job on replacing and calibration of my windshield and camera. I will make sure the service techs can have easier access next time. read more

lamentablemente lleve Mi vehículo con la realidad de que necesitaba un servicio y no podía detenerme de trabajar, dejé mi vehículo en su mano me dijeron que dejaría la llave encima del vehículo y la dejaron dentro del vehículo, los vehículo ponen el seguro automáticamente pero solo ellos que trabajan todo los días con vehículo no lo saben y no pude obtener el vehículo el día acordado y al otro día la repuesta que me dieron fue que era responsabilidad mi que tenía yo que buscar la forma de sacar la llave y con una actitud de que fue mi error y con un trato pésimo como que estaba pidiendo si eres latino porfavor no use este servicio está ubicado 1000 OSGOOD ST, NORTH ANDOVER, MA 01845 no vivas la misma frustración que viví Unfortunately I carried my vehicle with the reality that I needed a service and I could not stop working, I left my vehicle in his hand they told me to leave the key on top of the vehicle and they left it inside the vehicle, the vehicles put the insurance automatically but only they who work every day with a vehicle do not know and I could not get the vehicle on the agreed day and the next day the answer they gave me was that it was my responsibility that I had to look for the way to get the key and with an attitude that it was my mistake and with a terrible treatment as if you are Latino please do not use this service it is located 1000 OSGOOD ST, NORTH ANDOVER, MA 01845 do not live the same frustration that I lived read more

Excellent service! I worked with Carlos. He replaced my front windshield quickly and answered all of my questions. It was an easy and smooth process from start to finish. Thank you! read more

This establishment is very UNPROFESSIONAL! The shop had rescheduled my mobile service appointment three times on the day of my service date. Each rescheduling took about a week due to its next availability, so that's a total of three weeks waiting! The first excuse was due to a scratch on the ordered windshield. The second was because a technician had called in sick and the third was because the part did not arrived on time. In addition, the call center is unresponsive and rude. It can take up to a few calls just to touch base with a representative. The woman answering the calls spoke in an unprofessional manner and displayed a lack of empathy. read more

Great customer service. Gets the job done quicker than expected. Would definitely recommend them.

Worse experience my wife and I have ever had with a glass replacement company. Not only were they unresponsive, but their mobile van guy couldn't fix my wife's Jag. When I spoke to my mechanic, I was told that Safelite has the worst reputation among the majority of his peers. They over promise and under deliver. Immediately we decided to switch to another glass replacement company - a good decision it turned out. If you want minimum greef - use anyone else other than Safelite Auto Glass. read more

I had my windshield replaced a couple of years ago and it was disappointing and disastrous to say the least, it leaked horribly as I had a two hour drive home in the pouring rain I literally couldn't see a thing talk about stressful and dangerous, I had another one replaced three days ago and what a Kess, I could tell instantly the tech was as Green as could be, the inside of my truck was left a mess He left suction cup marks all over windshield interfering with vision and I had water on my das, Sloppy Sloppy Sloppy Im due for surgery in the am and to make matters worse of course it's raining and it's visually impaire, Not Happy yet Again will update with new outcome read more

I was unable to have my glass replaced as they said they could not clear safety codes. They wanted me to go to dealer to clear them and then they would replace glass and I would have to bring to dealer to recalibrate. Crazy! Dealer says they should have replaced the window and then I could have brought to dealer for recalibration! Yet on commercials they say the recalibrate!!!! Then I could not get a human to speak to and left messages that went unreturned! When I picked up my vehicle they said they would call me with another time to install, never got that call! They also claimed the left a voice mail for me when they could not replace. I received no such message. I am now dealing with another local glass company. I was extremely disappointed!! read more

Extremely poor customer service. After discussing my requirements with another location I was given a WO# and told to schedule with my local shop. Well it appears this local shop didn't want to take the time to help. Just said she couldn't do it because vehicle was too old. That's funny, the other shop had no problem helping and even writing up the order. After being being put on hold for 20 min. and then hung up on, I decided to just go there and schedule. Woman behind the desk was extremely rude and had an attitude like i have never seen. I told her I would call corporate to let them know that Safelite couldn't help me even though I had a WO#. She didn't like that lol. When I asked her name she took out her phone and proceeded to film me!!! This woman should not be working in customer service. And yes I still will be calling corporate. read more

best safelite i've been at! honestly customer service was on point! they were quick and efficien! i couldn't ask for better people to work on my car read more

I made an appt to have my windshield replaced the appointment was made at least 2 weeks prior to the appointment I never heard from them to confirm so I called the day before and the gentleman on the phone said I'm all set see you tomorrow Went to drop of my car and the women behind the counter said I needed to give her a credit card because the insurance was not confirmed I explained to her that I called the day before and the gentleman told me I was good Of course I'm confused and upset it took me 40 mins to get there. She then gave me a phone number to call to try and straighten things out I'm in the phone with Safelite and I'm explaining to them on the phone what's happening and the women behind the desk told me I needed to go outside no phone use inside. I ask her why again no phone call was placed to me about the problem. Her response was I don't know. In the end result I had to provide my credit card the women behind the counter said she would call me once everything got taken care of she never did. I went to my office called the number again with the policy number and it was all set Again no phone call from Chelmsford letting me know we are all set. Hours later I got a call from the tech who worked on my car and said it's all set . I went to pick up my car the women behind the counter never even looked at me said she would get a tech and went out back. The gentleman explained to me that I can't bring the car thru the car wash for a week i thank him and went on my way I had to go back after because I left my Stanley cup on the counter when I returned the women behind the counter would not even look at me she was on the phone with another customer I waited my turn to speak to her and she again never looked at me another customer came in after me and when she got off the phone she went to the customer who came in after me and again ignored me She told that customer that he could wash his car 24 - 48 hours again I'm confused. She then in turn said I'll get a tech and went out back she never asked me what I needed all I wanted was my cup back. I felt like I was treated poorly The women behind the counter owes me an apology and my cup. Beware make sure before you drop off your vehicle that all cost are taken care of I will never use this location again read more

When I arrived they was ready to do the job, they was fast and efficient and explained me all the steps, thank you

If I could of given no stars I would have. 3 times they showed up with the wrong window. The Technician was great and as frustrated as I was with Safelites inability to deliver the right window for one of the most common vehicles on the road. The Tech went out of his way to measure and take photos of the window so his 2nd trip wouldn't be wasted like the 1st trip. What they showed up with the 2nd time was laughable, it wasn't even a window just a small trim piece. WTF. Again I was assured "The Next Time it will be right". Wrong!! The 3rd time they showed up with the same wrong, not even close window. 3 lost days of work and almost 6 weeks of waiting only to have them continuously show up with the wrong window. Useless and there is no one to complain to. The problem is in the front office and warehouse not the local service provider. Go elsewhere, Safelite Sucks read more

Very dissatisfied extremely poor customer service. They claim their vac was broke and never cleaned the broke glass. This after day before they cancelled my appointment stating my rear window broke as they were loading it. Not happy at all. All this why my mom was in hospice house dying and I could not properly deal with extra unnecessary poor customer service. read more

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I had an appointment last Friday 12-5 to replace my windshield. The technician Emmanuel came at 4:40pm with the wrong windshield blaming me for not putting my vin# in, but I did so they pulled the wrong windshield. I waited over 4 hours and no replacement. I rescheduled for Wednesday 9/21/22 and again got 12-5 even though I asked Kenny the manager to put me first since I already waited Friday. I waited all day again and called them at 4:50 to see if and when they were coming. The receptionist was rude but I got to talk to Kenny the manager again who assured me he was in his way and will call me. He did call me and it was Emmanuel again. He said he got backed up and could probably be here by 6 then told me he is overworked and doing me a favor cause it is after hours. I have waited 2 days for them to show up and didn't even receive a phone call letting me know it would be after hours. I will never use this company again and can not believe how unprofessional they are and how they treat their customers read more

If I could give then ZERO STARS I would DO NOT BRING YOUR VEHICLE HERE!!!!! SAFELITE kept my vehicle ALL DAY to call me a half an hour before closing to tell me the can't do it due to rust...which is not true as I had the same issue with my other escape and they STILL did it and WARRANTIED IT and they LIED ABOUT calling me about it earlier. I should have known when the woman infront of me was having an issue with her service too and the woman at the front desk REMAINED ON THE PHONE WHILE I WAS THERE PICKING UP MY VEHICLE read more

Terrible service. I originally had my windshield replaced on 9/29/23 due to a crack in the windshield. Not only did the technician chip the paint of my car in two different spots, there were plastic parts that broke that he informed me that he couldn't fix and even told me to go buy the piece myself if I wanted it fixed. He claimed it's not an issue being loose, but it shouldn't be left broken to begin with. When he installed the glass, it ended up being a defective glass that had staining. He told me that he was going to submit a claim to have the warranty replace it again and that safelite would call me in around 5 days when the glass arrive. I called safelite on 10/6/23 looking for an update and they had no idea what I was talking about. So the technician lied when he stated he was going to submit a claim to get it replaced again. I rescheduled with safelite to have the defective windshield replaced again on 10/13/23. This technician did not reconnect the windshield wiper fluid hose during the windshield install yesterday. There are several plastics pieces that are not attached correctly or left broken. As well as missing plastic screws under the hood, or they're the wrong size. After filing a complaint, Safelite replaced the plastic pieces that were damaged ($230 worth of parts) and are paying to repair the paint damage ($780 worth of damage). The technicians were Angel and Johnny from Chelmsford. I do not recommend. read more

After a rock hit and shattered my rear windshield, Safelite came to install a new one at our home. It took approximately 4 appointments later and almost a year since the first initial at home appt. for an incomplete repair. Then it caused a road hazard that could've turned out much worse! It was originally repaired on 3/23/2022. We did not realize until winter came along that the rear heating windshield portion did not work. I stopped by the Chelmsford location to have them take a look, the manager went outside to look at the vehicle and saw the electrical port was completely broken, so the tech. never even checked that portion! They had to order a completely new windshield again. 12/21/22 was the next appt. They put it on and the windshield wiper was upside down and hanging over our license plate! They said it was the incorrect part! Obviously I asked for the one that was on prior, with a broken electrical port to be put back because I needed the car back! Finally 1/11/23 another appt and it appears good, or so I thought. I ask the tech.who drove the car up,that I would just take a look and test everything to see if it worked. He tried to rush me out of there so fast, so I left. Come May 2023, the rear spoiler above the windshield (this is removed during every windshield install/re-installment) flew off on the highway during the middle of the night! There was no way of getting that back or trying to find it on the highway at midnight. We were very lucky that this did not fly back and hit another vehicle and cause an accident!! Luckily there was no one behind us! If the piece was still on the highway and caused an accident, that we will never know also! Completely irresponsible and unsafe work ethics to even have your customers leave with a loose rear spoiler! Safelite said they wouldnt do anything about it because it looked "tampered". No one even steals those! Wheels or a catalytic converter, I get, but who is going to climb on top on an suv to try and get that part!? Make it make sense if you're not going to take responsbility for your workers. Just horrible the amount of appointments it took to just replace a rear windshield and for it to be right, but still never was! read more

I had an appointment here today at 10:30. I arrived at 10:20. The estimated time to replace my back window was to be 1 1/2 hours. The woman there said it would probably take 2. And they would call me when there were done. So I walked over to Walmart to waist the time. Almost Three hours went by and no call. I called them to only listen to some recording for 30 minutes. So while waiting on the phone for a person to come on I walked back up to Safelite. Just as I was almost to the store a person finally came on the phone. They said oh your vehicle is ready. So I walk in the store and ask who answers the phone there ( no one was in there not one customer). The phone number I was give in my text from them was not there direct number, just great. So she goes to see if my truck is ready and they say ya just have to get this other car out first then we can pull it out. Now I'm sitting there for 20 minutes before they get me truck out. Horrible Horrible Service!! After I left I called to complain. I was again on hold for 20 minutes before the manager Paul (?) came on the phone with nothing more than excuses of why this could have taken so long. All I see is they were way overbooked and I guess that was all my fault. I will never go there again and I recommend no one else does either. read more