My windshield was cracked due to a stone chip and needed replacement. I arranged to meet the technician at a location that wasn't terribly convenient, but due to potential rain it was the best we could come up with.
The tech took quite a bit longer than expected to complete the job, and ended up having to call a colleague to show up and help finish the job. Once the job was completed, the tech sheepishly acknowledged to me that the job did not go smoothly, that he had gouged a part of the A-pillar on my vehicle. The tech was a younger kid and he felt terrible about this. How could I be upset with him? I told him not to worry about it, these things happen sometimes.
The manager of the location followed up promptly and made arrangements with a local body shop of my choice to have the minor damage repaired. The manager took care of the payment to the body shop directly.
Windshield replacements are not rocket science, and my impression is they go smoothly 95% of the time and it may not really matter which company does the work.
When something goes wrong, it gives a company the opportunity to make things right. That is exactly what Safelite did for me in this instance.