Safelite Windshield Replacement Leads To Worse Damage

[FishKzor]

Update #2: 2/17/23 1:45pm

Just received from the rep I spoke to on Friday, after I send an email today requesting an update:

Hello Tom, I have received the email, with all the attachments. I’m having a issue getting the video to play, however its probably my company firewall. I have reviewed the pictures of the damage and I’m going to forward these to my contact at the body shop I use. Since the doors are sagging they will need to be re-adjusted by a body professional, and the paint will need to be matched.

With that said I’m working on this and will reach out to you soon. I apologize for not getting back sooner, yesterday I closed out a couple other customers with somewhat similar issues, so now I can focus on your vehicle.

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[Wanderexplore]

I had bad experience with Safelite on my F150. I thought I was the only one to have trouble with them but now I see they are to be avoided at all costs, literally.

I'm an insurance agent and never have issues in my market with them. I refer clients often and definitely wouldn't if that wasn't the case. I'm sure it's like anything else, depends on where you are and who runs that shop.

 

[Wanderexplore]

Update #2: 2/17/23 1:45pm

Just received from the rep I spoke to on Friday, after I send an email today requesting an update:

Hello Tom, I have received the email, with all the attachments. I’m having a issue getting the video to play, however its probably my company firewall. I have reviewed the pictures of the damage and I’m going to forward these to my contact at the body shop I use. Since the doors are sagging they will need to be re-adjusted by a body professional, and the paint will need to be matched.

With that said I’m working on this and will reach out to you soon. I apologize for not getting back sooner, yesterday I closed out a couple other customers with somewhat similar issues, so now I can focus on your vehicle.

Wow. Good they're taking responsibility; maybe a bit too much from a business perspective!
I'd honestly talk to them about diminished value, especially if that's going on vin history.

 

[scranch18121]

"Safelight repair... Safelight replace"... your windshield, your cowl, your pillar paint, your door hinges, your door alignment, your paint where the doors are rubbing too.

 

[Dwadeuru10]

Update #2: 2/17/23 1:45pm

Just received from the rep I spoke to on Friday, after I send an email today requesting an update:

Hello Tom, I have received the email, with all the attachments. I’m having a issue getting the video to play, however its probably my company firewall. I have reviewed the pictures of the damage and I’m going to forward these to my contact at the body shop I use. Since the doors are sagging they will need to be re-adjusted by a body professional, and the paint will need to be matched.

With that said I’m working on this and will reach out to you soon. I apologize for not getting back sooner, yesterday I closed out a couple other customers with somewhat similar issues, so now I can focus on your vehicle.

Somewhat similar issues?? As in someone else was sitting on the doors?

I got a rock chip first week in January (I think) that has turned into about a 12" crack right in front of the driver side. The chip was super small and located on the black tinted edge in front of the pillar. So not something that I could see while driving so I never noticed it and didn't get it fixed. Went to safelite right when the crack started (about 4") and they had an OEM in stock but I didn't want to replace if I could find someone to fix the crack. Now its much bigger and more annoying...But I'm probably not going back to safelite, haha.

Sorry for your troubles, but this is helpful to all. I would never think to check my doors after taking in my car to do anything, but now I will.

 

[Kyukidoeric]

Wow, that's crazy. I had them replace my 2015 Flex windshield and I had the worst air leak which never got fixed and I just traded it in. The door part is the worst. You chose the best color, by the way.

 

[Herbie]

So I did some google searching online. I found a single comment on a ranger forum. A guy asked ford customer service if he could get the MAP sticker and they sent him one. So I tried too. I used the ford customer service chat feature. I asked the lady if there was anyway I could possibly get the MAP sticker after explaining my windshield had been replaced. It took her a little while to look into it but she came back and said she was able to request a sticker for me. She then asked for my address so it could be sent to me. We’ll see if it comes in the mail. I like that ford put their assembly plant stickers on their vehicles.

I am familiar with that, but look at the response I got recently (like this week) from them just to maybe set an expectation.

Montgomery, Dawn (D.) <[email protected]>	8:32 AM (43 minutes ago)

Hello,

Thank you for your recent contact with the Customer Relationship Center. We received your request for a replacement Assembly Plant Windshield Sticker for your 2022 Ford Bronco.

Regrettably, due to the COVID-19 crisis, our office is closed and we are working from home. This being said, we are not currently able to mail out communications. Unfortunately, we don’t have an estimate on when we would be able to mail the sticker out, but there is delay on sending them out. Your request will go on a list and we will mail it out ASAP once we return to the office. Rest assured your request is on the list and will be mailed out once able to.

If you have any other questions, please contact the Ford Customer Relationship Center at 1-800-392-3673.

Thank you for contacting Ford.



Dawn Montgomery
Research Analyst, Ford CX/DX Team
[email protected]

2091 Oakwood Blvd.
Dearborn, MI 48124 USA

 

[Docindahouze]

I am familiar with that, but look at the response I got recently (like this week) from them just to maybe set an expectation.

Montgomery, Dawn (D.) <[email protected]>	8:32 AM (43 minutes ago)

Hello,

Thank you for your recent contact with the Customer Relationship Center. We received your request for a replacement Assembly Plant Windshield Sticker for your 2022 Ford Bronco.

Regrettably, due to the COVID-19 crisis, our office is closed and we are working from home. This being said, we are not currently able to mail out communications. Unfortunately, we don’t have an estimate on when we would be able to mail the sticker out, but there is delay on sending them out. Your request will go on a list and we will mail it out ASAP once we return to the office. Rest assured your request is on the list and will be mailed out once able to.

If you have any other questions, please contact the Ford Customer Relationship Center at 1-800-392-3673.

Thank you for contacting Ford.



Dawn Montgomery
Research Analyst, Ford CX/DX Team
[email protected]

2091 Oakwood Blvd.
Dearborn, MI 48124 USA

Yep I got the same email the other day word for word from the same person. I meant to update the thread but I forgot.

 

[pakrat]

Well finally got mine replaced by Safelite. Was nervous after the op started this thread. I ended up cancelling my at home replacement and driving 45 minutes to the nearest Safelite shop. Well worth it. They have all the proper tools, ladders and such for access and extra hands to help if need be. I was in and out in about 1.5 hrs or so.

We'll see long term but as far as visuals and calibration of the sensors it seems perfect so far. No marks/scratches or any adhesive out of place and my lane assist and ACC seem to be more accurate (that's probably just my perception). They even called the day before to make sure the Bronco has no heavy cargo and that the fuel tank is at least 3/4 full when you drop it off so that it can be calibrated properly. Pretty thorough IMO. So far no disappointment from me at all (and based on this thread I was prepared to nit-pick). My deductible was $250 out the door.

One thing to note- when I originally booked she asked if mine had the graphics and such imbedded in the windshield. I don't know if all Broncos have that but mine did. They put in an OEM windshield because of that which is a good thing I think. Make sure you ask and request OEM.

 

[Roadhusky]

When Safelite did mine (did a very good job btw) they asked if it said BRONCO across the top, I said no (not across the top). Next time, and there will be a next time , I'll say yes and maybe I'll get logo glass.

I was using Allstate's online glass claim and got the same question, answered it the same way. Then I searched this forum for "windshield replacement" just to see if there was anything I should be aware of, and realized from this thread that I should call back. They did end up switching me to OEM, no problem, but during that conversation they were like "ok so you do have the horse logo?" and I was like... "uhh I don't think there's a horse but it definitely says Bronco" so now I'm curious... ARE there Bronco windshields that have the logo across the top, not the driver's side bottom, and/or a horse?

Anyway, thanks to everyone sharing their experiences, even the ones that have me a little anxious for my appointment coming up on Monday, hah.

 

[PaulBrownSr]

So my dealer is going to have a local window tint shop fix my windshield recall. They’re actually scheduled to come to my house on Friday to do the fix. This story kind of scares me though. Anyone have the recall fixed with no issues?

hope everything is good with you OP!

 

[RELEGATION BATTLE]

So my dealer is going to have a local window tint shop fix my windshield recall. They’re actually scheduled to come to my house on Friday to do the fix. This story kind of scares me though. Anyone have the recall fixed with no issues?

hope everything is good with you OP!

I have the same recall. I’m ignoring it because it’s a “compliant” recall, not “safety”. I wouldn’t worry about it.

As far as Safelite, I’ll never use them now. This thread was the little push i needed. I’ve always hated that company for their terrible, creepy commercials anyhow.

 

[Wathoff24]

WOW, this is incredible (in a bad way). FYI - driving on Hwy 93 north out of Kingman AZ, is like driving through an asteroid belt. Had 2 near misses on that stretch recently, but will be leery of Safelight in the future.

 

[BroncoFoMoCo]

OP - I'm curious as to what your resolution to this was? I just had a Ford dealer replace my glass and in the top corners of each side, it's scratched to hell.

 

[AlienHunter]

2 years, 1 month, 3 days and change. Thats how long I waited to get my Bronco.

It only took a Safelite technician about 2 hours to cause more damage to my Bronco than I have accumulated in 6 months as a daily driver.

Long story short (actaully, kinda long!), I had about a 4 foot crack in my windshield, and Safelite was Progressive's preferred windshield replacement vendor. I figured it was the safest bet to make sure things went smoothly and correctly. They even offered mobile service, so i had them replace my windshield today (one of my work-form-home days of the week).

Once the tech was at my door to tell me he was finished, I asked him to give me a minute to look over the work. Glad I did while he as still there, because it was nothing short of completely unacceptable. He gouged the paint at the upper corner, between the windshield and the pillar face. Just about to the bare metal. As I'm looking this over he says "Yeah, the scratch?".......I try to keep my cool, knowing full well I'm about to get into a dispute with a large corporation, and want it to go a certain way. Then he says "Yeah, it happened on the other side too".....and I look over "Dude, are you FUCKING kidding me???"

Another set of scratches, same area on the opposite side. He attempted to "fix" by scribbling over it with some black primer (keep in mind my Bronco is Cactus Grey"), to help conceal it. In reality, it only made it THAT more noticeable. He tried assuring me that SafeLite only guarantees they won't scratch the pillar face, and he did me a favor by not covering the entire gap area between the windshield and pillar with black primer (which almost seemed like it was Safelite policy to do so).

Anyway, talking to him for more than two minutes I could tell he had absolutely zero problem-solving skills, and still had no idea what the big deal was. I told him I was going to call Safelite and let them know what happened, and that I was going to get them to pay for the repairs. After numerous calls to the Safelite shop he worked for, with a Safelite customer service rep on the line, had no luck reaching the shop manager (or shop itself). The rep then assured me that they would have that particular shop's manager call me by 5pm today. Fine, I'll give them a few hours.

In the meantime I check my Blink cameras to review his work. THEN I SEE HE WAS SITTING ON MY DOORS WHILE THEY WERE OPEN, AND YOU CAN VISIBLY SEE THEM SINK DOWN AS HE SAT ON THEM. Never once did he use a step stool. Each time he needed to get somewhere he couldn't reach, he would open the door and sit on it. I have clips of him doing it numerous times.

I went out and inspected my car, and sure enough, both door are now a little out of whack, the jamb gaps are no longer consistent (both sides), and the driver's side door is now RUBBING AGAINST THE SILL.

I'm livid. I'm trying to keep it together here.

Anyhow, I have the Better Business Bureau complaint page open, and once it hits 5:01pm, I'm submitting a formal complaint. Then I'm contacting Progressive to make them aware of what their preferred vendor did to a customer's car. Then I'm calling back the Safelite customer service line and speaking to a manager/supervisor/director about what happened, the proof I have, and the steps I've taken to draw as much attention to the issue as possible during the same timeframe I was unable to get a hold of, or get a call back from, the shop that was at fault.


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UPDATE #1: Monday, February 21, 8:15am


I've been waiting for more interaction with Safelite before chiming back in.
Safelite called me around 3pm on Friday (day of incident). They were extremely apologetic, and even said the tech fessed up that he had scratched a customers truck pretty good.

Thats when I let him know that about the door-sitting/sagging issue. He (Safelite rep) was very apologetic, and even said that he was aware of all of the Bronco production/delivery issues that reservists have beend ealing with over the past 2+ years, so he really understood my frustration.

He asked that I send him an email with photos and videos and that we would get back to me.
That was Friday, it is now Tuesday, 8:15am. I'm giving him the benefit-of-doubt and assuming Safelite office's were closed for yesterday's holiday. But if I don't hear back by the end of the day, I'll be reaching out directly to the CEO (Thanks to a forum member for that email address!), and probably blowing them up on their social media pages.

I appreciate everyone's "thoughts and prayers" during this time. I was starting to second-guess myself. Maybe I was being too anal. But it sounds like everyone pretty universally agrees.

Glass: The one thing Safelite DID do correctly is replace it with OEM glass. It has the "BRONCO" lettering and the attachment points text. When I filed the claim online, there is a check-box that asks if your current windshield has the logo. I, of course, clicked "Yes"


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UPDATE #2: Monday, February 21, 1:45pm

Just received from the rep I spoke to on Friday, after I send an email today requesting an update:

Hello Tom, I have received the email, with all the attachments. I’m having a issue getting the video to play, however its probably my company firewall. I have reviewed the pictures of the damage and I’m going to forward these to my contact at the body shop I use. Since the doors are sagging they will need to be re-adjusted by a body professional, and the paint will need to be matched.

With that said I’m working on this and will reach out to you soon. I apologize for not getting back sooner, yesterday I closed out a couple other customers with somewhat similar issues, so now I can focus on your vehicle.

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