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| - This is the absolute worst experience I have EVER had related to glass repair. Living in the valley, I have had glass replaced and repaired many times. These people have ONE job!!!!! Just one!
My son's 2008 BMW 525 needed a new windshield. My insurance gave me the option of Safelite with no out of pocket or pick an independent and possible out of pocket cost. I choose Safelite. They have a big presence here in the valley and I figured what could POSSIBLY go wrong??? Well, sit back and buckle up!!
1. The first tech comes to assess the situation. Says we can repair, I say no it needs to be replaced. He says no problem and documents the required materials.
2. Scheduled for replacement on Monday the 16th between 7am and 11. Tech shows up around 8:30 and immediately states he has the wrong rain sensor. While I'm standing there, he calls for the right part. He says it's in stock and he would reschedule for 10am or so. Would call back to confirm. 1pm, he calls and says, "yeah, I won't be able to get back over there today. So we will have to schedule for Thursday or Friday." I said, nope this is not my issue. I want it done tomorrow. So he schedules Tuesday, between 7 and 11.
2. New tech, Josh, shows up. Compliments the condition of he car for the age. Blah blah blah. I go back inside my office and leave him in the parking lot. Job was supposed to be done in 45 mins. 1.5 hours later he calls and says he's done. I return to his explanation of how he damaged the fabric in the inside panel closest to the window by rubbing black glue on it. And he ordered a new one. Should be in the shop the following day. Someone would call me to confirm when they would come and replace
When he drove away, I noticed the hood of the car was not firmly closed. One side higher than the other. Josh left his Allen wrench under the hood and slammed it shut. Leaving an obvious gap.
3. No phone call all day. I call to inquire. And they tell me they set up an appt for someone to install part on Wednesday at 1pm. And that I had to take the car to the shop to have it done. I was never notified. Also, they were unsure if the part would be there so they would AGAIN call me.
4. Wednesday morning, I call them AGAIN (no one called me) to inquire about the part, as I live in South Chandler and would have to drive to north Scottsdale to get this installed. They said the part was in and 1pm appt is on.
5. I drive to Scottsdale to have it installed, service guy comes out and says oh btw. We didn't know this part require a clip. We need to order it and install it as well. We will come to you. We will call when we get it ordered. Quality manager Scott promised to make sure it was done and would take personal responsibility.
6. Thursday morning, I call because Scott has not called me back. Give the girl the info and she says, isn't your car done, we don't have a part in order for you. NOOOOOOOO!!!!! She puts me on hold. Someone named Lewis gets on the phone. Says, I know we screwed up, we will get the part and I will call you today to make sure it gets installed for you tomorrow. I let him know I would be home tomorrow as I have a procedure that needs to be done on Friday afternoon and could not return the car. I would need someone to come to my place at the agreed time if 4:30 Friday evening.
7. I get an email stating my appt at their shop on Friday at 4:30 is confirmed.
8. Call again. They can't bring the little part all the way to Chandler, I would need to return the car to them on Saturday or Monday. Currently have an appt on Monday at 12:30pm.
All of this because I choose Safelite to replace the glass in my son's BMW... NEVER again. Use a good independent. At least they will give you something for choosing them! Cash back, dinners, movies... I got was a lot of my time wasted, lies and empty promises.
Oh, and I'm sorry's as well.
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