Windshield Replacement Shop in Henderson, NV

Maria made my day! She is a gem and has such great customer service skills! I would come back to this location just because of her.

Louis just finished replacing the windshield on my 2020 Avalon with a Heads Up Display at my home, and the results are amazing! Super efficient and very professional! Even my initial scheduling experience with Maria was exceptional. I have used Safelite now six times over the years on five vehicles: four repairs and two replacements, and each time was great! I’ll keep using and recommending.

The ability to have the replacement done at the house was a great benefit. The technician arrived on time and was very efficient, completing the replacement quickly with no mess left over. Overall great service from start to finish.

I am writing to formally lodge a complaint regarding a deeply unacceptable service experience with your company. To date, this matter has required 18 phone calls, over 3. 5 hours on the phone, and 4 separate appointments, resulting in damaged property, multiple last-minute cancellations, and a pervasive failure of internal communication.
​Below is a detailed timeline and summary of the systemic issues encountered:
​1. Quality Control & Technical Competency Failures
​Initial Appointment: The technician (Maria) installed a visibly scratched and damaged windshield, alongside a improperly fitted rubber gasket. The scratch was placed in an area that would easily be overlooked by an average consumer. When brought to the attention of the Store Manager, Ramon, he simply stated they "failed to catch it. "
​Lack of Technical Expertise: Based on the subsequent handling, it appears the local facility lacks technicians certified or competent enough to install Tesla glass. The sole technician with the required capability was reportedly unavailable, causing severe bottlenecks and delays.
​Failure to Inspect Inventory: On Tuesday, Ramon confirmed he had the replacement windshield in his possession by 9:00 AM. Despite the previous errors and my canceled Friday/Saturday appointments, no proactive quality check was done to ensure the vehicle could be serviced that day.
​2. Appointment Chronology & Mismanagement
​Friday: I dropped my vehicle off at the shop. An hour later, I was contacted and told the service could not be completed. No alternative arrangements or rescheduling was offered.
​Saturday: I requested to speak with the Store Manager, Ramon. I was informed he was off and would contact me on Monday.
​Monday: Ramon failed to call. I had to initiate contact at 9:30 AM, at which point I informed the store I would be escalating this to Customer Care.
​Tuesday: Despite being assured by staff on Saturday that Customer Care would review my message and call me first thing Tuesday morning (following the holiday), no call was received.
​3. Customer Care & Communication Breakdowns
​I have attempted to resolve this through your District Manager, Justin Jacobson, via three separate emails, none of which have received a response. Ramon has similarly failed to follow up as promised.
​On Tuesday, I contacted Customer Care and spoke with a rotating line of representatives and supervisors, detailing a stark contrast in professionalism:
​Unprofessional Conduct: Representatives Lakeisha, Kenna, and Supervisor Valerie were rude, unhelpful, and actively exacerbated the situation rather than resolving it.
​Exemplary Service: Conversely, Dominique (a new hire) and Teresa were the only employees who actively listened, retained information, and efficiently provided assistance without creating further friction.
​Unreachable Leadership: The direct contact number provided for Angela (Kenna and Dominique’s supervisor) is non-functional and does not accept calls. I am currently still waiting for a return call from both Angela and Charlie.
​Conclusion & Required Action
​A simple apology does not compensate for the negligence of installing damaged glass, the blatant disrespect for my time, or the hostility experienced from your customer service leadership.
​I expect an immediate escalation of this file to District Manager Justin Jacobson or a senior corporate executive. I require a definitive plan on how my vehicle will be properly serviced by a qualified technician, alongside appropriate financial compensation for the severe inconvenience, negligence, and lost time.
​I look forward to your prompt response.
​Sincerely,

Anthony McLain