Terrible customer service and zero accountability -- stay away from Lockport! I scheduled a windshield replacement appointment and received a formal confirmation email verifying the date and time. After driving over an hour to get to the appointment, I called the center when I arrived. The receptionist told me they do not do windshield replacements at 4:30 PM, even though I had a documented confirmation. Instead of showing any empathy or taking responsibility for their own company's scheduling mistake, she was extremely condescending and gave me a massive attitude. She told me that only chip repairs are done at that time, spoke to me as if I was an employee, and demanded that I reschedule. Not a single time did I hear an apology or any attempt to make things right. Yes, I was angry. However, when I calmly told her to focus on the facts rather than attitude, she literally hung up on me. I tried calling back six more times to reschedule before 5 pm (their business hours ended at 5 pm), but she purposefully refused to answer. I then reached out to management (Scott), and he didn't respond either. For something as simple as a windshield replacement, there seems to be a valiant effort here to drive customers away. Whoever hired that receptionist needs to reevaluate their standards. I will never recommend Safelite AutoGlass services in Lockport, NY. Customers deserve to be treated with basic respect. This isn't rocketscience. These employees need to be let go immediately!!! read more

John from Safelite did an awesome job helping to install my windshield for repair in addition to recalibrating my camera. Could use more men like him that help value the company he works. read more

Is there a score less than one star??? My company has a fleet of vehicles and this Safelite location just lost thousands of dollars in business. The woman at the counter could not have shown less interest in assisting me if she tried! Philadelphia Insurance had processed our zero deductible claim with Safelite and a glitch on SafeLite's end showed a balance due at the time of my appointment. Apathy on the woman's part made it quite easy to leave and go to Glass America for service. read more

I had my windshield replaced. The worker showed up exactly when he said he would. He was polite and did the job in about an hour. My experience could not have been better. read more

the repair guy asked for 500 dollars from my wife... she paid the 500 he DEMANDED. When I called my insurance they told me I do not have a glass deductible... three weeeks and I am still waiting for my 500 dollars to be returned by Safelite! read more

Had to get my windshield replaced on my car recently due to a crack. They were quick and responsive to my inquiry and immediate to get me scheduled. They noted that the repair would need to be done in shop due to the crash avoidance system needing to be recalibrated upon the replacement. I was able to drop the car off the night before leaving the key in a drop box. The next day the car was done and I received a phone call to notify me about an hour before it would be completed to allow me to arrange a drop off. The work was well done and I appreciate the quick repair. Thanks! read more

I had a wonderful experience at Safelite. The wait time was less than expected and the technician, Maddox, was very kind. Not only was the service impeccable, but the woman at the front desk (I believe her name was Renee) was such a sweetheart. They kept my registration and inspection stickers in tact and put them back on the windshield STRAIGHT. They even adjusted my rear view mirror for me the best they could. Despite the negative reviews they have on Yelp, I believe they deserve everyone's service! read more

Had to go back after waiting 2 hours the first time then after waiting even longer the second time they put a defective windshield in my car. So I will have to return for a 3rd time due to a lack of care and concern. read more

It was an easy process, with everything being handled through insurance. They replaced our SUV window in just over an hour. There is a small but clean and comfortable lounge with coffee and snacks. The employees were professional and personable. I definitely recommend! read more

Second time needing Safelite. They make it so easy! They came to me at work, super nice and very efficient. He even moved my vehicle to a closer spot for me. I would continue to use this service again as needed and highly recommended them to busy working moms like me. read more

Good service, bad customer service. My window was smashed on a Sunday. A mobile tech came to fix the next day but after taking everything apart he realized he didn't have a piece he needed. He told me a new tech would be our the next day (Tuesday) with it. Later that Monday & on Tuesday I recieved text notifications saying my appointment was booked followed by a 2nd notification that it was canceled. On Tues I called to ask about that and was told my piece wasn't in but was coming in on the truck later that day and I would be called. No call. I called Wednesday and got the same response as the day before. No call. At this point I stopped following up with them and focused on getting my insurance to let me go to another shop which they would not approve. Fast forward to the following Monday. Midday and I've still heard nothing. I call and I'm told my piece is in. No one bothered to tell me. I asked when it could be fixed and they said they wouldn't have a mobile tech until the following Saturday! I had already been making my 25 minute commute to work with plastic on my window, in January, for a week. I had to plead to get something early which was an in shop appt the next day. So I had to change my schedule and drive 30 minutes out of my way to get the repair that was supposed to be done at my house 7days earlier. When it came time for me to pay I was quoted more than double my deductible. They looked into and found I was being charged for 2 windows instead of 1. They fixed this quickly. I'd normally leave that out, but in this case I think it's useful to show they just did not have their act together. The actual service was great. I got in quickly, the tech kept me well informed and it took about 20 mins less than expected. No complaints on that end. read more

i made an appointment and they rescheduled it the day of, which is fine but then they don't show up to the new appointment, don't leave any message, and made it so that they're automotive calling doesn't allow you to talk to a real person. Absolutely terrible services. read more

Excellent service. Great communications. I had to cancel and had no problems rescheduling. The technician was very polite and knowledgeable. Great service. read more

Let me start by saying that I have never written a bad review in my life, and I usually stay humbled even if the length of time a service takes, but this place has poor customer service and management. On a positive note the windshield was replaced, and I am happy with the work done. My poor experience has been the 3 months of hassle after the repair and end product. 1. 1st windshield put in, rain sensor on my car was broken. No worries they put in a 2nd windshield and a new sensor. I can live with sitting at the shop for 2 3-4 hour days. 2. 2nd windshield put in 2 weeks later after the New Years, then the tech smeared polyurethane on my vinyl pillar in my car under the windshield. I understand mistakes happen and that is part of the work, so they kindly ask me if I would like this replaced or to receive a credit. I decide it was easier to have this fixed right then. 3. The manager takes my pillar to some vinyl shop down the road, instead of replacing the part directly with Mazda. He is new and I heard at the shop he was trying to save a few dollars. Fine, not a big deal I was told it would take upwards of 2 weeks. 4. I wait 2.5 weeks receiving no update call from Safelite as promised, then decide it is the right time to call. I call on 3 separate occasions over the next 2 weeks, speaking to 3 individuals (Renee, John, and someone else) being promised I would receive a return call and this would become a priority. 5. I would not have had an issue over the next 2 weeks, even though this turned into a month hassle, had I received a call back from the shop. No I had to call them to be told the same thing on all 3 occasions. I am convinced the only reason this didnt go longer, because on my 3rd call I decided to finally be a dick - FYI, I was called back the following morning with my part being ready and picked up. 6. Finally I am on my way to get my pillar after a month, thinking the headache is over. John comes out and replaces for me then hands me back the keys. I go out to my car and inspect and realize, the material is similar but the patterning appears different, and there is a thick padding under the vinyl. When I bought the car to years prior there appears to be NO PADDING under the upholstery and is sitting on plastic. 7. John tells me at the shop that he will go in and order a new pillar directly from Mazda, "as this is what we should have done to begin with." I being a dumb ass, take his word, and didn't receive a work order, thinking I will receive a call in a week. 8. 2 weeks pass I receive no call, and NO VOICEMAIL if a call was made. So I call the shop. I spoke to a female, didn't bother asking name. She tells me she called Mazda, they report that the materials used are the same materials they use, including the padding, and that this is a mater of the padding will settle over time. 9. I explain that I am very Type-A, and I know for a fact that when I bought my Mazda brand new (that means it wasn't sitting around for 2 years) that there was no "fluffy" padding under my upholstery vinyl and it felt like it was sitting on plastic, as it does in the rest of my car. 10. The female I spoke to on the phone insists that I am incorrect and that the materials are the same, and that this will settle over time. I insist that when the car was brand new that there was not this much padding. ON TOP OF THIS, the padding is so thick that my pillar will not lock into place and is raised above the leather dash, which it is NOT DOING on the other side. 11. Annoyed and disagreeing with who I presume is Renee I am speaking to, I realize that this is all they will do and hang up the phone. 12. I precede to call my friend at Mazda as I realize they are full of shit at this time, drive over to the dealership to look at some cars, and realize that the padding feels non-existent between the fabric and the plastic. SO I clarify my answer that they are full of shit, and will not order the part. After sitting here for 10 minutes I debated that I would write my 1st ever review. I apologize for the rant and any typos, as I am not writing a college paper. I just want the company to know and any future customers that: 1. I was satisfied with my window, they did a good job, BUT 2. I would never return, as their customer service and correction of the problem was poor. read more

My glass changer was Maddox. And although I had a mixup in the morning he was still able to make sure I was taken care of and very quickly at that. Friendly customer service with a smile. That's rare to find these days and with safelite (Maddox) that's what you get!!! I would recommend safelite to anyone! read more

I give 5 stars for Bryon and Matt, the technicians were professional, polite, efficient and the replacement was done well. As for the service and communication to get the glass replaced, that would be 0 stars. My insurance company endorses using Safelite yet I was told by a Safelite representative that they could not locate the insurance company in their system. My appointment was scheduled and cancelled 3 times via text messages and phone calls because of their scheduling issues and various problems. At one point I was told I needed to contact my insurance company to have them enter a code in their system. Needless to say this interaction was time consuming, frustrating and a huge inconvenience. read more

I had a great experience with safelite. They came to my place of work when they said they would. They were polite, quick and did a great job replacing my windshield. Thank You! D.S. read more

Totally disappointed. I wouldn't recommend. The repair failed. Turns out it was doomed to fail and the windshield should've simply been replaced. Especially since the repair was needed on the drivers side. In speaking with a specialist from ASAP AutoGlass those types of repairs rarely work. Which completely wasted my time. read more

The mobile technician who came to my house was fantastic. He was on time and brought the correct windshield because he was familiar with the make and model of my car. I don't think it was the windshield specified, but he clearly knew what he was doing. He was very professional and friendly. I highly recommend this company. read more

Overall, I'm happy that I have a new windshield but my happiness stops there. On the day of the replacement I was called in the morning to confirm time and location of my appointment. Everything was correct and I expected to see John that afternoon. I waited during the 12pm to 5pm time frame and never heard from John. I finally called the office only to have John tell me, at 5pm that he was "at other jobs that ran longer than expected". He explained to me that he wouldn't get to me for another "hour, hour and a half". That, or I could reschedule. I said, absolutely not. It was bad enough he sucked 5 plus hours out of my only day off and didn't think it was necessary to call and let me know. There was no way I was going to allow that to happen again. When he finally came, John appeared disheveled and unkempt. He didn't care that he was late and never apologized. He replaced the windshield in a timely enough manner once he was there. However he left dust and debris all over my dashboard, he put my alarm light and transmitter back crooked and left my microphone (for hands free phone calls) dangling from the top of the windshield. It was obvious that he didn't care. His quality of work was subpar at best and it showed. Perhaps the lack of effort towards my service was because it was an insurance claim and not an out of pocket expense. I'm not sure what the problem was but in the end, I have a new windshield and so far, it hasn't fallen off or leaked when it rains so, thanks John. read more

Very Professional. Positive Experience from beginning to end!

Horrible communication with customers. Scheduled an appointment for 8am-12pm called at 2 and couldn't get ahold of anyone with no call back. Called another office location and that manager called this manager and STILL no answer. So here it is 6pm and I've wasted a whole day doing nothing. Not only is this my vehicle but I also use it for my business so I lost out on making money waiting for these people all day. I would NOT recommend them to anyone and I hope they will make this right with me. read more

Fast and professional, even came out to my RV site at a state park.

Been to this location twice - Once for my fiance's car and second for my own. We both had weather related windshield cracks. And both times we visited this location we got great service with a smile. The manager was friendly and courteous, told us what to expect and sent us on our way completely satisfied. Mine took about an hour. An hour for an entirely new windshield is speedy. Haven't had any problems since and would recommend this location. read more

I am up to my 3rd appointment with their Technicians. After 2 failed glass installs they now have to "special order" OEM glass and require a 3rd day of waiting around to be repaired. Folks - A millimeter is a big difference for glass when it comes to a good fit or a leaky windy install. read more

wanted to make us wait a week to get our car window fixed... we call another glass shop and they did it the very same day...!

Windshield and rear glass replaced on my ford expedition. Perfect.

I have had Safelite repair a windshield in the past and it was done quickly while I was at work and never had any issues after the repair. Today, I just had a windshield replaced in my newer vehicle because of a large crack that could not be repaired. Instead of doing it at my workplace, they were able to do the job in my garage at home. The technician, Brian, was very courteous and completed the job in the time he said it would take. I recommend Safelite to anyone who needs to have their windshield repaired or replaced. read more

I wish every business in the service industry had this kind of Customer Service. From placing the order to when the tech left everyone I talked to was very professional and kind. The tech that arrived was right on time, answered all my questions and had me approve his work before he left. He did an awesome job! They did what they said and they were going to and went beyond making me feel good about choosing them. I would recommend this company to everyone who needs this service. Every business should run this smoothly. read more