Would I recommend Safelite to someone else or use them again? No.
I made my initial claim in early April. I was told that the window I needed was discontinued and would be have to be ordered used, and would also take a bit longer to be received. I was okay with that. In the next 2 months I was told multiple times that the window had been ordered, but not received and couldn't be tracked. I found out in early June that the window had never actually been ordered. After the window was ordered, I showed up for my appointment on 6/27, only to be told that the glass hadn't arrived and couldn't be accounted for. I was offered no explanation, no attempt was made to find out what happened, and I was given nothing but a marginally apology. The email I sent to Dana I. asking what happened, and if Safelite was going to look into it and provide some kind of explanation, went unanswered.
So I did the only thing that is really left to us as consumers, I left a bad review. A few days later I was contacted by the Customer Care Team, and after telling them what happened they convinced me to give Safelite another chance, (after giving them more than they deserve). I was told the glass had arrived at the shop and an appointment was made for a mobile technician to come to me on 7/6.
I still haven't gotten anything like and explanation as to a) Why it took Safelite two months to even order the glass for me, b) Why when I showed up for my appointment, the glass wasn't there and couldn't be accounted for, and c) Why my email asking about what happened was never answered. For all these reasons and the hassle I was put through, I will not use Safelite in Boulder again. Maybe if I move and need auto glass service in another city I will consider it. But there are other auto glass services in Boulder, and if I am ever in the unfortunate position to need a car window or windshield replaced again, I will use them over Safelite.
I went back to work and looked up a quote and it said $360 for that windshield.
The second time I came in and asked about the discrepancy in the online quote and the shops quote. The person at the front desk said, "I don't know how that could have happened.' It was the same person who gave me the quote and that was all the explanation she had. I was told the replacement would take about 2 hours. I left and went and ordered dinner from a restaurant nearby. Before I received my dinner, I got a call from Safelite saying the windshield that came in had a blemish in it and did I want that. I said "no". They said they would have to order another one. I left w/o my dinner as it was pouring rain and walked back to Safelitte. When I got there, they said we found another windshield that would work and it would be another two hours to install it. I was frustrated and decided to take my car then and go home. I called Safelite and spoke with a representative and they set up another appointment for me with a guaranteed cost that was quoted online. This time I dropped my car off at 7:30 (as per my appointment) in the morning and got a ride to work. When I returned at 3:30 my car was still not done, they said it would be another 2 hours. When the work was finally completed the manager of the store was very apologetic. I appreciated that, but there were just too many things that were not good customer service.