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  • The replacement of my windshield was fine. It was the handling of the billing where things went horribly wrong. I was under the impression that my insurance policy would cover the cost. Throughout the scheduling and execution of the installation, no one mentioned collecting payment from me. I did receive an email with the price, but it certainly didn't look like a bill to me and didn't mention who/where/how to pay. As I thought this was covered by insurance, I thought that Safelite was simply sharing with me the amount they would be billing to my insurance (a practice common in health insurance). Out of nowhere on Wednesday, June 28th, someone called from their office demanding payment from me. Obviously I was very upset and confused. I told the person that I needed to check with my insurer to figure out why it wasn't being covered. She agreed. I called my insurer and found out that I did not actually have the proper coverage that I thought I did. As frustrating as that was, I fully realize that was my mistake and I understood that I was on the hook for the bill. It should be noted that if I had known that I would have to pay for this out of pocket I would have gotten multiple quotes and used the cheapest option. I only used Safelite because my insurance company directed me there when I contacted them. The real problem happened on Saturday night when a billing person called me at 5pm on a holiday weekend demanding payment. Harassing people for a bill at 5 on a Saturday night is rude, unprofessional, manipulative and illegal. She threatened to send me to collections if I didn't pay the bill within an hour. I was very worried she would actually go through with sending me to collections and deeply value my excellent credit score. I had to leave in the middle of family party to find my credit card to pay her over the phone. I am absolutely outraged at her astounding lack of professionalism and shamefully manipulative behavior. To threaten to send someone to collections on a bill that I have only known about for 3 days is an unbelievably poor business practice. The service itself was on June 9th so it's not as though this is a long, outstanding issue. TLDR: garbage customer service.
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