They deserve no star! I had a 9:30 AM drop-off. The system defaulted to "all day," but I showed up on time and stayed in the lobby. They still took people who came after me. I even spoke to the front desk and we agreed they'd "squeeze me in" -- whatever that means -- but nothing actually happened for hours. It took over 3.5 hours just to get started, and even then it wasn't done. If I hadn't said something, I'm pretty sure it would've been pushed even later. I was respectful the whole time. I didn't raise my voice or disrespect anyone -- I just pointed out that I was there since 9:30 and waiting. That should've been first come, first serve at that point. When I finally asked for my keys to leave, the technician started arguing with me and said, "so the other customers have to bend over to suit you?" -- like seriously? That was it for me. Completely arrogant and unnecessary. Then the front desk tells me to "show respect." Respect goes both ways. You lost my respect when I was left sitting there for hours and then talked to like that. I also overheard another customer dealing with a messed-up schedule and being left stranded, and staff gossiping about coworkers (not loudly, but loud enough for customers to hear). The whole place felt disorganized and honestly kind of toxic. No harm done in the end, but this is not how you run a business. If someone is physically there waiting, use common sense and adjust the queue. I genuinely feel sorry for the owner if this is how the place is being run. read more

Izzy is incredible checking you in! Beyond friendly and it was early in the morning. Smile on her face and knows her product. I was in and out in thirty minutes. Thank you Izzy and the team read more

Needed to have my windshield replaced on a 2012 Honda civic. Windshield is fine, but during the process the technician broke my rear view mirror. I was told at the end of service it would be warrantied and they would come to install a new mirror in about "one to two weeks." A few days later someone from the billing department called me to say that they had not charged me even though I gave the technician my card. She also brought up my mirror that needed to be warranted and asked how bad it was. I said it is loose and wobbles when I hit a bump. Needless to say I never received anything in writing saying anything about the warranty and I never heard from them again. read more

Had an appointment window scheduled from 8 AM to 1 PM, no communication all day and it is now passed 2 PM. Called corporate who tried to call them two times with no answer. Wasted an entire day waiting around. read more

Went in for a window chip repair. Had a great experience. They were professional, friendly and prompt. I was in and out in 30 minutes and am happy with the results. read more

*Terrible Service at Safelite - Avoid at All Costs!** I had an incredibly frustrating experience with Safelite that I feel compelled to share. After having them replace the windshield on my brand-new car, I encountered multiple issues. I took my vehicle back to them four times because they simply couldn't get it right. Each visit left me feeling more disappointed than the last. Eventually, I decided to take my car to the dealer, who provided a detailed invoice outlining everything that Safelite had done wrong and the damage they caused. After that, I attempted to reach out to Safelite for resolution, but they completely stopped responding to my emails and calls. It's as if they vanished when I needed them most. Their lack of communication and unwillingness to address the problems they created is unacceptable. I am left feeling helpless with no recourse. I strongly advise against taking your car to Safelite. Save yourself the headache and seek service elsewhere!! read more

Absolutely incredible service and very specialized service. The technician was simply amazing

I will not be returning to Safelite. On July 25, 2025, I had my windshield replaced and recalibrated on my Mercedes-Benz, with a recorded mileage of 14,835. The estimated wait time provided was 2-3 hours; however, I was at the location for four and a half hours. Additionally, during my wait, I had to use the restroom, which contained roaches. Following the service, a "Traffic Sign Assist Inoperative" warning appeared. Consequently, the following day I scheduled a warranty service appointment for August 9, 2025, to address the recalibration issue. I did not drive the vehicle again until August 6, 2025. At that time, the warning had disappeared, leading me to cancel the appointment. However, the next time I drove the vehicle on August 30, 2025, the warning reappeared. Since my vehicle is infrequently driven and I planned to bring it to Mercedes-Benz for preventive maintenance within six weeks, I included this issue in my upcoming service appointment. On October 10, 2025, I brought the vehicle in for service. At that time, the mileage was 15,096, reflecting an increase of 261 miles since the windshield replacement. The Mercedes Service Department informed me that, due to the aftermarket windshield, I need to return to Safelite for further calibration or inspection. They advised that this is a common issue with Safelite windshield replacements requiring recalibration. When Safelite did not respond to my attempts to contact them, I reached out to my insurance provider. I was informed that Safelite indicated they were unable to assist further and that I was effectively left without recourse. Despite having scheduled an appointment the following day, they stated I should have brought vehicle back in regardless of whether the "Traffic Sign Assist Inoperative" warning wasn't still displayed. I am now responsible for covering costs resulting from Safelite's improper recalibration of my vehicle, despite their billing to my insurance that the service was completed successfully. read more

The service I get first hand at this location is far beyond the best the front person I did not get her name but she is the sweetest person and very professional and the guy who do my windshield truly loves he's job I recommend this location and safelite as a whole read more

Tried to book an appt on 4/13. Despite what the commercials imply I couldn't get them to come to me until 4/17(Booked for 4/18 b/c that worked better for me). Got lots of reminder texts and emails leading up to the appt including two hours b4 my 1-6 appointment widow. They stood me up. No calls, texts, or emails and nobody showed. When I tried to call closer to 6 to make sure someone was coming, I got a message that nobody answers the phone after 5. I spent 15 minutes on 4/20(they were closed 4/19) just trying to speak to a person. When I reached someone, they told me all they could do was book another appt and request that I be first in line for the afternoon. No discount of any kind for making me wait 5 hours on a Saturday afternoon for nothing. When the tech came for my new appt(4/22, 9 days after I 1st booked one) he was the same tech who stood me up on 4/18 and never apologized or even acknowledged them missing the previous appt. He was just blase and seemed like he couldn't wait to be done with the interaction. How the hell do they maintain a nationwide business when they treat their customers with such contempt? Never using them again and making sure none of my friends do either. read more

Had a rock crack the windshield in mid-July. Called GEICO insurance and was referred to Safelite. Brought the car in a few days later and had windshield replaced, not with the original manufacturer glass (because insurance did not cover it). A week later, started noticing that the rear view mirror functions were not working (automatic dimmer, compass). Brought the car back in a week after that, but the tech could not figure it out. Made an appt for the following week for them to replace the glass with the OEM one, thinking this may solve the problem. Brought the car back in a 3rd time and was called an hour later by a senior tech stating that there was no need to replace the glass. Supposedly, the pre-inspection tests that were run on the car at the time the glass was replaced showed that there was no response from the mirror to begin with (of note, every feature with the car was working normally before the windshield was replaced). However, we were never notified at the time of this alleged pre-inspection that there were any issues, we never received any documentation at the time of the pre-inspection or when we picked the car up on the day the glass was repaired (the senior tech on the phone acknowledged that we were not given any information the day the glass was repla. They recommended that we bring the car to the dealership to have them take a look. Called GEICO to make sure this would be covered under the original glass claim. Brought car into the dealership and immediately after removing the rearview mirror, they saw that wires had been cut and there was no power to the rearview mirror. Video of this was sent to us immediately after they found out. As a result of the cut wires, besides the rearview mirrors not working, the car safety features and seat adjustments were not working as well. To date, car is still at the dealership and not fixed because GEICO is allegedly still trying to get Safelite to own up to their mistake and pay for the repairs. Will NEVER let Safelite touch my car again. Not only did they make an egregious mistake by cutting wires, they lied about it, and now are not owning up to it to pay for the damages. read more

Safelite was the best! They were courteous, professional, efficient and the site was clean and safe. I was provided a new windshield and it took about an hour, even though was expecting 2-3 hours. I was texted when the service work was completed. Everything was smooth and I'm a very happy customer and highly recommend this location. read more

Went to get my windshield replaced after it got hit with a rock on the highway. The guy at the desk was very friendly, kind, and competent, as well as the guy that called me when my car was done. Did the drop and go option on a saturday morning. Dropped my car off before 9:30am, got a text saying service started around 10:15, and it was done around 1pm. Went inside for drop off and also pick up. The only "oops" was that my emissions sticker on the inside of my windshield got ripped up a bit, but im hoping it was an accident and not from careless/rushed work. Otherwise left with everything intact! read more

They have become an auromated pgone lead business. No answer by a person at the advertised location. A central computer answers then demands all of your auto and personal info then demands that you make a high priced appointment. No interaction at all with the shop doing the job. No thanks ! read more

Canceled my appointment with no contact made from the shop or the technician. I had to find out via the automated text line after inquiring why no one had shown up or had the courtesy to send me a message. Unbelievable disrespect for your customers' time and money. Fof a company that brands itself as being convenient for you and your schedule, they are the opposite. Now after the technician cancels i have to reschedule to 4 days later? Unbelievable. Go anywhere else. read more

I brought my car for a windshield replacement after it was hit by a rock on the highway. The first time I had the appointment they told me they did not have the windshield in stock and I would have to make another appointment. The windshield was then replaced at a second appointment but 2 months later I noted the windshield seemed to be separating from the car on the bottom. I brought it back to Safelite and they told me they needed to re-set it as it must not have been placed in the channel properly. I brought it for another appointment (this is the 4th appointment for 1 windshield) and they re-set it but in the process ripped paint off of the hood of my car (large enough that the hood needs to be replaced and cannot be touched up). The manager Caleb Spangler told me to email their regional customer service rep (he originally provided the incorrect email). I emailed this rep, Arnaz Gonzales, that evening and they did not hear from him. I emailed 3 additional times and he did not reply for over 2 weeks. Arnaz, on behalf of Safelite, is refusing to pay for the damage. It is unacceptable and unfair. Horrible customer service. I will never bring a my car to Safelite again. read more

The glass replacement went fine except it was quite expensive. My issue is I had my wiper blades replaced and we didn't have any rain for a couple weeks after they were replaced. Unfortunately, I was traveling and discovered my the wipers they added were total junk or were not installed correctly. I had to drive 5+ hours on 95 in pouring rain with those wipers. It was unsafe and stressful. Now I am trying to get through to costumer service and no one can take my call and online is hard to navigate. Very disappointed and need fixed ASAP! read more

Quick summary: The customer service at this location is truly abysmal. Do not expect to be treated as a human, with the employees exhibiting either civility or compassion. I now realize that there are a large number of highly reputable alternative options that have much higher ratings (5.0 vs. Safelite's 3.4) and treat their customers in a cordial manner. Additionally, a number of these options are 50% to 75% less expensive, come directly to you, and have significantly fewer negative reviews. If you require a windshield replacement, please do yourself a favor and choose another provider. Backstory: I called and made an appointment for what I thought would be a warranty repair and was asked to send a picture of the window - prior to coming. In fairness, I did not have time to do this and simply showed up for my appointment. The customer service representative walked out to my car, took one look at the windshield, and immediately stated that the crack came from an impact - that is not covered by the warranty - in both a brusque and overly condescending manner. It is one thing to deny the warranty replacement, but to make the customer feel terrible while doing so is reprehensible. This was exacerbated by the store manager of the location, who is only marginally more respectful than his employee. I was given the options of paying for it out of pocket or submitting another insurance claim. While I considered my choices, I remembered waiting for more than 90 minutes during my original repair, even though I had made a reservation. When it was finally completed, the cover to my lane detection warning system was left on the floor and the windshield laser was not properly calibrated/aligned. I had needed to bring it to another shop to have it fixed, since I was out of town when I recognized the source of my problem. After considering how I was treated (especially given I was a former customer) and the quality of service received, I decided to seek an alternate provider (A+ Auto Glass, 5-star rated). Having now read through many of the reviewers' comments, I made the right choice. read more

Simply, had the worst service experience ever. They charged me $500 and kept my car and then lied to me over and over again that my car's windshield is being replaced but in fact they did not have it in the stock, but everyday they were saying that my car will be ready the next day. They simply do not care. And Their front desk lady Jennifer is so rude & impolite. read more

My initial appointment for windshield replacement was for a mobile technician visiting my home. I was given a five-hour window for arrival, and I arranged to work from home to meet the technician. At the four-hour mark, Safelite called and said, "You have a convertible!"--which I'd indicated when I made the appointment. I was told that convertible windshield replacements needed to be done in the garage, not by a mobile technician, and we'd need to reschedule. When I asked why I hadn't been told that when I made the original appointment or at any step along the way (reminders, updates, etc.), the woman told me that she'd known all day but had just gotten around to calling. "I've been busy all day!" I should've heeded the alarm bells then. I did make an appointment to drop off the car on Monday, and my wife and son drove to pick me up at the SafeLite location--about an hour round-trip. Within about 10 minutes of arriving back home, I got a call from a SafeLite technician. "You've got a convertible!" -- which, again... yes, that had been indicated when I made the appointment and confirmed when it was rescheduled. The technician told me that a master technician would need to do that replacement, and he wasn't in on Monday, but should be in on Tuesday. Could I come and pick up the car and bring it back the next day? I asked if I could leave it over night, avoid two more hour-long round-trip drives, and he said he'd work it out with the folks up from.. At around 4 Monday afternoon, I got a call from the front office asking if I could pick up the car within the hour. I asked if they'd found someone to fix, and was told no. When I explained I'd like to leave it, the woman said she'd forgotten and that was fine. Tuesday morning, 8 p.m., I got another call, asking when I could pick up the car. Again, I asked if the windshield had already been replaced, and I was told, "No, they can't do it today, we'll need to reschedule." Needless to say this was disappointing, and I explained to her the steps we'd already been through, the frustration of the long drives over and back, and the likelihood that I'd need to take the car somewhere else at this point, having lost faith in the appointment process. When I walked in to pick up the car, the woman at the front desk opened the window, no hello or greeting of any kind. I gave her my name and she handed me the key. "It's parked in the back." Those five words were the extent of her conversation. No apologies of any kind or efforts to address the problems and make amends. I recognize that the convertible posed some specific challenges--the one technician I spoke with was very clear about that and the care that would need to be taken with the repair. But it does seem that the front office staff could have avoided a lot of trouble for me by scheduling the appointments properly at any stage of the process and at a time when the work could actually be done. Looking at the other reviews here, it seems like other people have had similar experiences with poor customer service at this location. Doesn't seem likely to change anything, but hope the comments help others avoid the troubles and frustrations we've had. read more

It is not possible to get through to a real person. My appointment got cancelled and I don't know why and there is NO Support help...

If you have a chip or crack, fix it yourself for cheap. Buy a repair kit at the auto store for $30. As good as Safelite for a tenth the cost. If you need a new windshield, go somewhere else. They buy cheap Chinese windshields My appointment was at 3pm which I arrived early for. I was told it would take about 1.5 hours total. At 5:15pm, more than 2 hours later, I get a message saying you just started work. At 5pm, I go to the front desk and ask how much longer I would have to wait. The employee said about 30 minutes. At 5:30pm, I am still waiting. It's past closing time. I have other things on my schedule that I have missed because of this. Car was finally ready at 6:15pm. So this ordeal took over 3 hours I got many messages reminding me to be on time for my appointment. If the shop was unusually busy, you could have called me. There is no communication from your end. This has been one of the worst experiences I've ever had. It is unacceptable. I will go to another company for my glass repair and replacement needs read more

DO NOT COME TO THIS PLACE! horribly managed. It took me 4 days to get my car fixed. Then, Caleb Spangler ignored all of the calls I made. He also said "we are working reimbursing" for 2 months straight. Corporate will call you, never did. They seem to be running a scam in fairfax Va. They do not respect their customers time. read more

Poor Execution and Customer Service by Safelite AutoGlass My insurance had me go to safelite to replace my windshield. Which I was actually excited it was Safelite because of all the ads I have seen... They replaced my windshield and my wife found a crack the next morning. She had not driven it. Also she removed the tape and it ripped off the roof paint with it. We took the car in to fix the windshield but when I inquired about the paint with the lady at the front desk she told me there was nothing she could do so I asked for the manager, and the manager he happened to be right there behind her. So I asked him about my paint and he answered my first four questions with "They won't approve it." Finally I asked who "they" were and I didn't get a concrete answer. So I asked if he was telling me that I would have to pay as much to repair my roof as I did to replace my windshield, even though his employee, with Safelite tape, had damaged my roof. He looked me right in eye and said "that is exactly what I am saying". That was it for the conversation. I then wrote a complaint through their website. It took a few days to hear back, but a super nice woman called back and she handled the situation like a professional until she told me that the district manager would call me in 24 to 48 hours. It has been a week and a half. It is becoming increasingly obvious that from the corporate office on down, management does not understand customer relations and how to effectively drive sales with it and likely contain manager turnover, or maybe it's easier to just promote bad bussiness. All I really needed was an explanation by the manager. If it's policy is to not repair damage they caused, I may have just left disappointed and left it at that. Had the District Manager called as promised, I may have left it at that as well. The District Manager not calling caused me to write this. It has also convinced me to tell as many people as I can about my experience. read more

I didn't want to go after reading the reviews but there was no way I could change it. Overall it was a good experience. They did a good job. Thank you! read more

Dropped off for a 10 am appointment. 90 minutes to two hours to do it the guy said. Great I said. At 1pm I got a text that my service was just starting. Called to see if this was correct. Lady on phone transferred me to the shop. Recorded message said "all lines are busy." Then hung up. Nice customer service. I had specifically rearranged appointments in the day in case they screwed up. Well they did! Now I have cancelled all appointments. Wasted day for a so called 90 minute service. Well done. read more

I had a great experience from start to finish. I had a small star on my windshield and set up the appointment with my insurance company. I arrived a few minutes before the appointment time and was promptly greeted by Caleb. All the paperwork was already done and I was asked to sign a form that warned that repairs don't always work and if it didn't, any cost would be applied to a replacement windshield, if needed. All reasonable. Caleb said it would be 45 minutes and it was 45 minutes. He handed me my key and off I went. It was that easy. Of course, the star is still slightly visible - that's normal. The important thing is that it won't spread. Everything was done as promised. Finally, the waiting room was clean and pleasant. I'd happily use this shop again. read more

6/8/19 It's been a long time before I could get my car fixed due to other events, but I gotta say my car looks fantastic. The big ugly crack is now gone. The rust I was informed about by one of the technicians has been removed as well. This location in Merrfield Virginia is at a very convenient location and I think it will be the one I go to from here on out. Thanks again for your service Sol. Hope the beers you had hit the spot after work. read more

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I have scheduled Tesla windshield replacement, went there three times and spend 5 hours . They have no idea what they doing and keep blaming Tesla read more

Waited all day; I received an email and a text stating they will come out between 8 and 5; they even show who will be coming. guess what; no one showed up; no courtesy call; I had to call them to report the issue and they rescheduled. these companies stink! read more

Since the pandemic started, VDOT has gone wild with all the construction projects on 66. Don't wanna go into a super long story but the windshield on a brand new vehicle was cracked pretty severely three times on three separate occasions. Insurance told us Safelite is the official Tesla partner for windshield replacements so we took it to this Fairfax location. They've done a pretty good job in replacing/fixing the windshield every time and although we had to come back to readjust the seal once, they really try hard to make sure they do a good job. Props to Sol for running an amazing shop. read more

Wow, were do I begin?! The scheduled appointment never happen. The technician claimed he called and left a message saying he had the wrong part. That never happened! A message was never left after checking voice mail and confirmed the right cell number. I then drove to the store directly, because they do not list a phone number to talk to a live person, and was told by Rubin(Manager) after he sat dazed and confused looking into his computer screen for 10 minutes, that they had the wrong glass on the mobile van and Troy left a VM on our cell. Told it was GEICOs fault of giving the wrong part number. Never Happened. Rubin then tells me that the office employee should have made a note from the mobile tech and ordered the right part. Again, that never happened! Part never ordered. But, they wanted me there today for 11am to fix the window, LOL.Good thing I went in person at 9am to see what was happening and why the No Show on the original appointment. The dazed and confused office girl employee, can only say," sorry I made a mistake". Are you kidding me!! Really??!! No Accountability whatsoever! Troy, the mobile technician lied about leaving a message The office employee dropped the ball, and good old boy Rubin, says "Nothing we can do". At this point, the office started to reek of Bull S$%^ Great quality service? I think Not!!! Stay away from Safelite Repair. Keep the business local with a locally owned business near you. (Patriot Auto Glass in Ashburn, VA) They are out there and priced equal or lower once you ask for a quote. I was wondering how I could give this a Zero star review. read more

Be careful to choose this store. Your appointment is not important! If everything is good in their side, then come. Keep in mind they can reschedule your without notice. No worry it usually happens. read more

The most inconvenient week of my life. When I dropped off my car they told me it would take 2 hours. I got a call about 30 minutes later and they told me they already started disassembly then realized they don't have the replacement because my car is too new. They got me a rental car and told me it was ready to be picked up, I got 3/4 of the way to the enterprise for them to call and tell me they didn't have any vehicles available, so they sent me to a different one, and I got a rental that smells like cigarettes and dog puke. They said my car would be ready in 5 days and I got a call 2 days later saying it was ready, 30 minutes before close and I couldn't get there from work in that time. So I went the next day on my lunch break to find out that the girl who called me doesn't know how to read or do her job and my car was still completely disassembled in the back! I wasted over 3 hours of my life driving back and forth to places unnecessarily. I had to get the rental car switched out because I was going out of town and couldn't deal with the stinky one. The manager at Safelite was very quick in resolving this issue once it was brought to her attention. However it took 11 days to get my car back and it was a big pain to deal with having the rental for that long. And it was repeatedly delayed. Horrible attention to detail, check to make sure you have the parts you need before you take a car apart and then check to make sure it's actually ready before telling the customer to pick it up! I finally got my car back and it seems to have been installed and recalibrated correctly, however, I would rather pay the extra $1,000 to have the dealership replace my windshield then ever go here again. read more

Should have read reviews before I out myself through the same nigthmare. Went three times to have my windsheils replaces. First time,left car, 30 minuites later recieved call that they did not have the correct glass. Second time, left car, had someone take me home. Recieved call that my car was done. Shortly after recieved call that the call I recieved about my car being done was a mistake. Then I got a call informing me that they did not have the correct trim. Spent the day at home without a car. The guy at the desk gave me his cell number before I left the second visit. I should have called him before I went back the third time. Third scheduled visit I show up to be told that they have not recieved my trim. Called Geico to see if I could go somewhere else. I deceided to try again. Give them time to get trim. Called after several days and no word. Called this AM. manger fired, told me to go somewhere else. Great customer service!!! Geico should change companies, or I should change auto insurance read more

Called for a windshield, full replacement, I reached out every couple of weeks to check status, the story was there is a nationwide back order on this windshield. We will be the first to get them. I asked if they could call or email with status and was met with, I can call you everyday but that wouldn't change any, I told him to pop the clutch and a simple email would suffice. Another month goes by, nothing. I checked with the dealer, the 6 units they showed were either in error or allocated. I called a local Hispanic gentleman on a Thursday and he had the new one in on Monday, before new. WHERE YOU AT SAFELIFE? My boy in Manasses only took 3 days. It sucks to suck, but I am a decent human, told them about it and the dumb mfr's called 6 weeks later and said we have it. ‍ read more

We were scheduled for a home windshield repair. Our time frame was between 8 to 12. I took off from work for this appointment. We received email notifications confirming the appointment leading up to the repair day. They didn't show. No call. No communication at all. We called the headquarters customer service number and got placed on hold for 10 minutes and we hung up. We tried again later and finally got through. They referred us to the shop that was responsible for this residential repair job. Upon finally talking to a live person at the Fairfax ship, we were told they forgot to assign a tech to the job. No apology. Their resolution was to drive to the shop and have the repair performed there or get rescheduled for a home repair. Having no confidence in their home repair service, we drove to their shop and waited for them to work on our car. Safelite's reputation is circling the proverbial drain. read more

Terrible company, rescheduled twice, once without notification and on the day they were supposed to come. It's been a month now, and past my inspection sticker due date, so I'm basically out a car because of this scam company. Don't even try to call them unless you have hours to sit on hold. read more

Ok so no one comes to Safelite when they're having a good day. Big crack in my windshield, working with insurance. Major headache. I spoke with one of the front desk employees, Caleb, and he was able to walk me through warranties, and the different goings on OEM versus third-party glass. I was seriously impressed with his professionalism and expertise on everything glass related. I hope I never have to come back here but if I have to I'll come back here. read more

I've safelite many times for windshield repairs and or replacements. Check with your insurance you may have windshield coverage and may not even know it. I used my insurance and had 2 bullseye chips repairs at no cost to me. But if you don't have insurance coverage out of pocket is usually pretty reasonable. I've fixed my own chips with the repair kits from autoparts shops but if you have a chip bigger than a pinky finger nail I recommend having safelite repair it. They have the correct tools and training to get the job correctly and more importantly SAFELY. Your windshield is one of the most important parts of your car that keep you safe. Don't skimp on it. Get it done right. This is a real review and I'm a real person. Dm me if you questions. I'll be happy to answer. read more