- First Name
- Tom
- Joined
- Aug 24, 2020
- Threads
- 42
- Messages
- 515
- Reaction score
- 2,496
- Location
- Phoenix, AZ
- Vehicle(s)
- 2009 Mustang
- Your Bronco Model
- Badlands
- Thread starter
- #1
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.
________________________________
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"
________________________________
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. Iām having a issue getting the video to play, however its probably my company firewall. I have reviewed the pictures of the damage and Iām 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 Iām 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.
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.
________________________________
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"
________________________________
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. Iām having a issue getting the video to play, however its probably my company firewall. I have reviewed the pictures of the damage and Iām 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 Iām 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.
Sponsored
Last edited:
