Auburn, WA Auto Glass Shop

I brought my vehicle in on 10/31 for a warranty repair following the original windshield replacement performed on 10/17 at your Auburn, WA location. Unfortunately, what should have been a straightforward warranty correction has turned into an increasingly frustrating experience, and I am extremely disappointed with the quality of workmanship and overall handling of this situation.

The original windshield replacement was brought to your attention due to wind noise, as well as visible adhesive film marks, residue, and impressions left behind by what appeared to be the mounting device or installation equipment.

Upon arriving for the warranty appointment, a technician named Danny took my vehicle for what seemed to be an excessively long test drive before returning and stating that he did not hear or see anything wrong. This was particularly frustrating because I had already explained that the marks on the windshield were only visible under certain lighting conditions, particularly direct sunlight hitting at the right angle. At the time of my appointment, it was foggy, making those imperfections difficult to see. Nevertheless, my concerns were essentially dismissed, leaving me feeling as though I was being treated as if I were imagining the issues.

To his credit, Danny did bring the matter to Kelsey, who I understand is the manager. Kelsey asked that the windshield be replaced, and I appreciated her professionalism and willingness to address my concerns. At that point, I was confident the issue would finally be resolved.

Unfortunately, that was not the case.

After returning home following the second installation, I noticed a surface scratch/blemish on the black border (frit) of the windshield. This is an entirely unacceptable condition for a newly installed windshield. It is an imperfection that should have been identified during installation or quality inspection. I paid for a new windshield, and I believe it is entirely reasonable to expect that product to be free of scratches, blemishes, and installation-related defects.

Even more concerning, the new windshield still has adhesive marks, residue, and/or impressions visible under certain lighting conditions. I am not sure what Safelite is using to mount or position the glass during installation, but something clearly is not right. Despite the windows being cleaned following installation, I can still see numerous rectangular-shaped impressions on the windshield. I have never experienced anything like this with a windshield replacement before, and it is unacceptable to have these recurring marks on what is supposed to be a brand-new windshield.

At this point, I have lost confidence in the quality of the work being performed. Two installations have now failed to meet reasonable expectations, and I should not have to continue spending my time arranging appointments, traveling to your location, and inspecting work that should have been completed correctly the first time.

I am hopeful that the third time will finally be the charm, and that Safelite will take ownership of this situation and make it right. However, I want to be clear about my expectations:

Provide a properly installed, brand-new windshield that is free of scratches, blemishes, adhesive residue, mounting impressions, and any other installation-related defects.
Arrange for the technician to come to my residence to complete this correction. Given that I have already made multiple trips due to unsatisfactory workmanship, I do not believe it is reasonable to expect me to make another special trip to your facility to correct issues that should never have occurred in the first place.
If Safelite cannot deliver a satisfactory replacement that meets reasonable quality standards, I am requesting a full refund. I paid for a new windshield and professional installation, neither of which has been delivered to my satisfaction despite multiple attempts.
I want to give Safelite the opportunity to resolve this professionally and preserve my confidence in your company. However, customer satisfaction should mean more than simply replacing a windshield and considering the job complete. It means standing behind your work, taking customer concerns seriously, and ensuring the finished product meets the standards customers are paying for.

I would appreciate a response from management outlining how Safelite intends to resolve this matter. I am looking for a definitive resolution, not another appointment that results in the same issues.

Thank you for your attention. I look forward to having this matter resolved once and for all.