| rev:text
| - This review is strictly regarding customer service and specifically about one representative at this specific location.
I took my 2012 E350 to this location back in April, 2014 to replace the cracked windshield. I visited on a Saturday, and the two gentlemen there were very helpful. I had intentionally wanted to pay out of pocket, but the gentlemen suggested that I file a claim and helped me with the claim on site. They were professional and courtesy and genuinely were happy to be there to do their job.
I returned today due to another crack that requires another replacement. I am pretty sure it was not the integrity of the windshield since the windshield had to be special ordered from the dealer. I arrived well before my appointment, and the office was not busy at all. Teresa was behind the front desk, and she looked confused as I explained to her that I am here for my appointment. She found my paperwork and continued to look confused. I explained to her that I am here for an inspection to see rather the crack qualifies for a warranty-repair or a replacement. She reluctantly got up from her seat and returned with another gentleman. The gentleman was very helpful and explained to me that a replacement is required. I went back inside and explained to Teresa what the gentleman told me and asked if she could file a claim for me since my insurance information was previously given during my visit in April. She was rude with her response and did not seem like she wanted to help me file a claim at all. She gave me several dirty looks before I politely asked again if she would call and file a claim while I am there with her. She finally called and was placed on hold.
In the meantime, I asked if she would need to order the windshield since it was special ordered from the dealer last time. (I thought it was a very legitimate question to ask as I would schedule my appointment with Safelite accordingly.) She gave me yet another dirty look and said that she would have to check and continued to look displeased by simply sitting there. By this time, I realized I could be paying the Mercedes dealer the same deductible and receive MUCH BETTER customer service than I am getting with Teresa.
I am sorry, Safelite, I would have happily returned as a happy patron, but due to your ONE representative who cannot do what she is hired to do, I will not recommend this business.
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