Safelite AutoGlass

I am really happy with the service I got on my recent visit. I have an old car, and debated wether or not to get my windshield fixed. When I got there, the guys understood my predicament and took extra steps to help me. They immediately saw rust that could indicate a bigger problem, and helped me find and coordinate with a local body shop to take care of it. They went above and beyond, even calling in a special relationship to ensure I got quick service. They ended up sending a mobile technician to the body shop, and giving me a very good price for the service. I’m really happy with them, and would recommend Kevin and crew highly.

My service with Safelite was via my insurance carrier, and they arranged for Safelite to come out to our location (about an hour from their Charlottesville location) on Monday. Due to the weather, I went online via their confirmation email to update the day of service, changing it to Wednesday. The timeframe said 12−5pm, which could have possibly killed any plans for the afternoon, but the technician called around 10am that morning and asked if we were ready as he was finishing up another repair in the local area.
The technician was professional and courteous and took about 10 – 15 minutes to repair the starburst crack on our windshield and called us when he was ready for us to come out to see the finished product and talk about the warranty. The invoice stated it would have normally cost us $ 68 for the repair, but glad my insurance carrier works with Safelite to our benefit.
Five stars because I never had any negative issues with my interactions with them, they were easy and flexible to schedule, the technician was professional and prompt. Just wish they fixed bumpers as well!

This review is specific only to the local Charlottesville branch, as the call center folks I spoke with were helpful and cleared everything up for me.
I made an appointment for 9 am drop off to replace a front windshield using the online system. The email stated that it would be a 90 – 120 minute appointment and the gentleman at the store said they would call when it was ready. I walked down the street to a coffee shop and waited until a little after 2 hours and called the number I was given and was transferred to the call center which said that they couldn’t get through to the local shop but that my vehicle was «in process.» Additionally, they left a voicemail with the local shop to call me ASAP with an update.
At noon (3 hours after dropping off) I walked back to the shop and found that my car was in fact ready, despite never receiving any call notifying me. The crew was already working on another vehicle and told me that they didn’t get to do my wiper blade replacement but I could wait for that. I declined and they removed the wiper blades from the bill. However, when I asked if my AAA discount had been applied they said that it wasn’t and that they couldn’t do anything about it without a manager. The manager was not in, so it was either pay without a discount or don’t get my car. They also told me that getting the discount was «unlikely» and that it wasn’t something they usually do. I asked for a way to contact the manager and they gave me a number to call. (While I was there, the phone rang and neither of the employees went to pick it up… this is likely why the call center couldn’t get through)
After paying full price for the replacement I called the manager’s number and wasn’t able to get through to anyone. Additionally, there was no voicemail system to leave a message with, so I was basically left out to dry. I called the call center number again and they informed me that it was a matter to be handled with the absent manager, however I insisted that they connect me to someone that I could speak to who was in charge of that location. I wasn’t connected to anyone, but after a period on hold the call center employee came back on the line to say that they would take the discount off.
TLDNR Version — local shop guys did a great job with the glass but seriously lack in customer service skills. Thankfully the call center was able to sort out the pricing issue, but I wouldn’t work with the local shop again if I didn’t have to.