Safelite AutoGlass, San Rafael CA

The abundance of 1-star reviews should be a huge red flag - avoid this place if you can. I got a passenger window replaced on my car, and their technician damaged the locking controls in the same door. They told me that I would have to take it to a dealership to get it fixed since the technician couldn’t figure it out. They stated that per company policy, they would reimburse me for any damages related to their work.

So, the next morning, I take my car to the dealership, and Safelite calls me and tells me that I should JUST get a diagnostic - not a repair - and that they have a certified shop that can work on my car instead. Again, this is less than a day after multiple people at Safelite told me that I MUST take it to the dealership because they couldn’t fix it themselves. They did a complete reversal on what they had told me, and then tried insisting that they would not pay for the $225 diagnostic charged by the Dealership since the diagnostic was not part of the damage. The diagnostic was only necessary because of the damage the Safelite technician caused to my vehicle! According to the Dealership, the technician pried my door panel off without first disengaging the proper lever, over-drilled, and completely severed the wire that connected the mechanical portion of the lock to the rest of the electronic system. This resulted in repairs that cost me almost $1,700.

One of their service reps, Melissa, was as helpful as she could have been. I communicated with her directly, which was absolutely necessary, considering it is extremely difficult to reach them on the phone. She told me that all of this is what their “Quality Manager” was telling her - unfortunately I was unable to speak to this individual during any point in this situation. Needless to say, I am astounded by the lack of professionalism and accountability at this place. It’s a shame that they did anything possible to avoid acting in accordance with their own stated policy. Do yourself a favor and don’t make the same mistake myself and many others have.

Update: I was told that my repair costs of would be refunded to me, in full, within a few days after I had thought I settled the issue. It’s now been a week and I haven’t received anything, much less an update on where my $1,700 is at.

Update 2: I posted this same review on the Safelite website and it was never published, despite having email confirmation. Interesting. Pretty miraculous that their own website's rating is 4.5 stars - must be because they don't publicize negative reviews. Love the transparency.

Started with a windshield chip on new 2020 car, which the first tech turned into a crack (rarely happens, lucky me). $500,4 appointments and 3 windshields later, exposed wires behind rear view mirror, an interior part broken and unable to calibrate the newer model (what's the purpose of driving 30 miles), can't say I'm happy. Should have just gone to the dealership (but this was an insurance recommended place, time for new insurance too). The star is because I found a great coffee shop while waiting.

Reading through past reviews, I'm wondering if the "thanks for the feedback, customer feedback is always our goal" is just corporate double-speak. In order to disprove that, you might consider making specific responses to concerns, and also start actually making changes.

I made an appointment to get my shattered window glass repaired at home. The repair guy showed up and noticed the replacement glass he had brought with him was scratched. He also confided the job would be better done in the shop. Why wasn't I told this originally? When I went to the shop, I arrived 20 minutes late. I knew I would be late, so I tried calling ahead. As others have noted, it's basically impossible to reach someone live. When I arrived, the manager refused to budge on fitting me in, even though he confided that the team member assigned to my window had kept himself busy with another project.

Avoid them if possible.

I had an in shop appointment for which I had to leave my work to make as they are very inflexible on timing. Safelite then had the wrong glass ordered and colud not perform the repair. They told me this after the car was in the shop for 4 hours.wasting my entire day.

They then tried to appease me by scheduling a mobile visit.i. E.coming to my home.which iintially i was lied to and told they could NOT do.

They came and installed the glass on time.the problem is the galss was DEFECTIVE and had a warp in it making visibility compromised.

I then called in to reschedule and they lied further about the mobile service and eventually scheduled me for a mobile eplacement 5 WEEKS later.of which I now have to wait.

STAY AWAY.this is for a 2015 Porsche Macan

their response to my review is meaningless when someone has to drive their car for 5 weeks with a defective windshield they install;ed. My approach when I get something wrong.i do my best to address the issue immediately. Safelite pitches the importance of safety and the windshield glass being a big component.yet, faulty glass and a 5 week wait for a warranty replacement does not instill this feeling

POOR SERVICE. POOR INSTALLATION. They installed new windshield. When it rained water was leaking!

Contacted my insurance due to my Windshield on my Dodge Ram had a rather large crack. Got an appointment. Had my Windshield replaced Exactly as it came, stock. I was very pleased. Thank You Safelite AutoGlass!

Easy enough to make appointment online, but very difficult to get a hold of by phone. I was not satisfied with the quality of the repair and it was difficult to communicate with them. No one seemed interested in reviewing the repair job to see if it was done correctly, but just gave a scripted answer that had nothing to do with the problem I was trying to address. I had to go back to my insurance company to get it resolved.

I wish they had told me before I made the appointment that I would need to make a second appointment with BMW to reprogram the software.

I scheduled my workday to be at home around the appointment I had set with Safelight. I was home and waiting and 1/2 hour past the start of the 2 hour time slot they gave me, I got a phone call telling me the technician "couldn't find the apartment and has left. " He had a full address and couldn't find the apartment? He called me but I was on the phone with a client and by the time I got off the phone, he'd already left and wasn't willing to turn around and come back! Inexcusable.

A pebble hit my windshield this morning and caused a dime sized ding. I went online and scheduled an appointment (using a coupon code, of which there are many) with Safelite. Got it repaired over lunch in about 40 minutes, can hardly tell it happened unless the light hits it right.

The windshield install was fine but there's was some damage to my dash. I spoke with the manager and he took full responsibility and is rectifying the situation. Impressed with the responsibility and commitment to quality work and customer satisfaction.

They were phenomenal and extremely fast. I thought I would be there for at least 1.5-2 hrs (because that’s what my insurance said). I was out in less than 40 minutes. I highly recommend them!

The staff at Safelite auto glass in San Rafael was very friendly and did a great job to the windshield of my mini Cooper. I dropped my car off and it was finished within hours. I was amazed when the technician took time to show how my windshield spider crack can very easily spread out with inside pressure. I highly recommend these guys for auto glass replacement.

Set up small crack repair through Geico, made an appointment for a day I would be in the area. Employees were friendly, bathroom was well kept, the repair was done well and I can barely tell where the crack was in the first place a couple weeks later, a seamless experience overall. I'd definitely go back there for future auto glass repairs.

I give 1star because I have to in order to post a review. This San Rafael company branch is clueless & careless. I have been waiting on a window to be installed for ~4 months.yep, that's right 4 months. I had 2 windows that needed to be replaced and they replaced 1 within about a month. At the time I initially called to set an appointment & order my windows, I let them know 2 windows were broken and needed to be ordered & replaced. They confirmed and I was told they put the order in for both windows, quoted a price that included both windows. Upon my arrival for installation, I was told only 1 window was in, despite having confirmed they were both in prior to me driving 2 hours for installation. The lady manning the desk was flabbergasted at the mix up and was appalled that her team could have made that mistake. Taking absolutely no responsibility for the mixup/failure. She then assured me that she would make sure the window was ordered and on its way as previously declared.

Tyler, the office mananger, even called me after my initial call to let me 1 window had to be special ordered from the dealer & I gave him the go ahead to order, etc. I was actually confused by call since I had already had this conversation with the person that I spoke to on my 1st call. I could continue on about how I called them biweekly for updates and continued mixups and it's not worth my time. I have given them more than ample time to make it right, patiently. I called their office last week whom assured me they get to the bottom of this and make it right.that was a week ago.

The technician was friendly, showed up on time, completed the work quickly and explained everything very well. He noticed a small scratch on the new windshield when he unloaded it from the van and said he could come back another day with a new one or he could provide me with a discount if I was ok with having him install the one he had. I am very happy I was given the option, as the scratch is minimal and on the edge of the windshield, so I saved a good bit of money (about $100) for something that really doesn't matter and is hardly noticeable. Very happy with the quality of the work completed and the overall service.

Very friendly staff. Free drinks, coffee, and snacks while you wait. Walk west on Louise to the Roastery if you want a real cup of coffee. Windsheild replacement took about 1.5 hrs.

I used them a week ago to full a chip caused by a rock a truck threw on my windshield. The reps were fast and super nice!

Terrible customer service. Corporate run around, slow to get glass in. Few and far between appointments. Can't talk directly to the shop working on it. Go someplace else you will be much happier

No replacement When I get there by appointment. One more week delayed. Never receiving my call. I hope next appointment.