Auto Glass Replacement Shop in Norton Shores, MI

o the required questions, so had to schedule over the phone. Scheduling was booked over a week out.

Appt 1: They called the day prior to confirm and on the call noticed they had me down for the wrong side of the vehicle (passenger instead of driver side) - not sure if error due to me or them. Of course, driver side glass is out of stock and needed to be ordered. So rescheduled with Andrew for another week out.

Appt 2: Day of appointment technician calls to say he is 20 minutes out. Then calls 20 minutes later to say his van is broken down on the side of the highway and unlikely they'll make it that day. So, I call Andrew later that day to reschedule for the next day.

Appt 3: Technician arrives on time, is working on the vehicle and is unable to complete the job because he was sent with the WRONG size window. Someone entered my vehicle type incorrectly - if I provided my VIN, how does that even happen?! So, later that day on the phone with Andrew we get the issue figured out and of course the correct size window is not readily in stock, so we rescheduled for a few days later.

Appt 4: Technician arrives on time. I confirm with him the correct side of vehicle, correct size window, correct tint, etc. An hour later he says he has good news and bad news. Good news is the window is officially changed out. Bad news is that the screw that connects the glass to the motor to go up and down broke, and he is unable to fix that himself and I will now have to drop my vehicle off to their location for an entire day and the first available is over another week out!!! Said it was not possible to send someone to my home to complete this service, it must be on site.

At this point my husband took over because my patience had run thin - we'd been trying to replace this window for over 3 weeks at this point. He spoke with various people at the local Safelite location and had to escalate this to get it fixed sooner, have a smaller time slot instead of dropping it for the entire day, etc. He said the people he spoke with were very kind and apologetic and someone was going to come in on their day off (maybe even had been on vacation?) to take care of us.

Appt 5: FINALLY FIXED.

So overall, the people were very nice but the organization from the people that send the techs out in their trucks needs work. Someone needs to be asking better questions to confirm they have the correct vehicle, window, etc. We were thankful they did agree to waive our insurance deductible after all those inconveniences, but I would still be hesitant to use Safelite in the future due to this experience. Let's hope I don't have to. Read LessRead less about Really torn on this review because the