• Report: #188456
Complaint Review:

Safelite Autoglass

  • Submitted: Tue, April 25, 2006
  • Updated: Tue, February 26, 2013

  • Reported By:Columbus Ohio
Safelite Autoglass
safelite.com Columbus, Ohio U.S.A.

Safelite Autoglass Customers referred by insurance companies be careful! ripoff Columbus Ohio

*Consumer Comment: Safelight Auto Glass let me tell you my story about Safelite auto glass

*UPDATE Employee: Incorrect Information

*Consumer Suggestion: Safelite

*Consumer Suggestion: Safelite

*General Comment: Response to the last "rebuttal"

*UPDATE Employee: Nice try other guys

*UPDATE EX-employee responds: what you don't know is they DO know.....

*Consumer Comment: Insurance is NOT Safelite's problem

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I read with interest the rip-off reports about safelite autoglass.

As an ex-employee I can confirm that there are many occasions when customers referred by their insurance companies are paying a substantially higher price for their auto-glass parts than if they called safelite from a 'phone directory etc.

The important thing to keep in mind is that Safelite agrees prices with each insurance company for each make/model/glass part installed or supplied by safelite to customers of that insurance company.

In theory this should give the customer a competitive price BUT in practice the customer may pay as much as $100 more for a windshield etc than if they paid as a "cash" (ie no insurance) customer - and it could be even more.

How can this happen? - (note that any given situation could be either just one or a mix of these):

[1] The customer may well have a high deductible (the amount the customer pays - the insurance company pays anything over this amount).

Many customers are confused about deductibles and think that they have to pay either the full amount every time or, sometimes, that they have to pay BOTH the deductible and then safelite for any autoglass parts.
e.g. If the deductible is $500 and safelite quotes $370 for a windshield - then the customer may think that this is better than paying $500 - so they don't question this price or ask about a corresponding "cash" price - which could be $100 LOWER.


[2] The customer may be having other work (body work etc) done to the vehicle under the same claim as the autoglass damage.
In this situation the customer may be paying their deductible amount - $250 - $500 etc for the glass and the insurance company is paying for the body damage.
Again, the customer doesn't question the "insurance price" of the glass part(s) as they think they are being looked after by their insurance company. Again, though, they are paying more for their autoglass than a corresponding "cash" customer would pay.

[3] The part is a vent, quarterlight or back glass - glass parts which may be privacy tinted and which are usually quite expensive - e.g. a back glass - privacy tinted and heated for an suv may be $1000 list price but there are many back glasses
which will be considerably cheaper for a "cash" price than a deductible of $500 paid in full towards an "inflated" insurance price.

There are many variations on these but the points to remember are:
In all cases the safelite employee has strict instructions (via the ever- present screen prompts) NOT to quote a cash price to the customer - UNLESS THE CUSTOMER EITHER QUESTIONS THE PRICE OR TELLS THE EMPLOYEE THEY HAVE A LOWER QUOTE FROM A COMPETITOR.

[1] ALWAYS ASK FOR A CORRESPONDING "CASH" QUOTE - SPECIFICALLY ASK IF THE PRICE QUOTED IS THE LOWEST PRICE ON OFFER - BE PERSISTENT!!!

[2] NEVER ACCEPT A QUOTE WITHOUT CALLING SEVERAL GLASS SHOPS FOR PRICES (or checking on-line)
- there are many major players in the autoglass business who will offer you a discounted price against a safelite (or any other) quote.

[3] Make sure you are being offered like-for-like:
[a] does the price include taxes and and mouldings etc -
make sure you ask for an "Installed" price - Safelite empoyees are instructed to only quote a pre-tax price and to say "plus any local taxes".
[b] If you want original manufacturer glass (also called OEM, factory or dealer glass - eg Carlite for Ford) then make sure you state that at the outset - and get a dealer quote as well!

Finally, DON'T be put-off or distracted by the reams of scripted presentations that Safelite empoyees are obliged to push at you.

Make it clear at the start that you DONT want wipers!!! (safelite management are fanatical about selling these to make extra revenue for the company - workers are monitored for compliance with Safelite's meaningless presentation garbage -
so they have to say it - but you DONT have to ACCEPT it!

If I seem a little hard on safelite here - it's no more than they deserve!!!!

I dedicate this rip-off report both to the customers and to the hapless and abused safelite call-center workers - not for nothing is it referred to within the company as "the dungeon".

Ex- employee
Columbus, Ohio
U.S.A.

This report was posted on Ripoff Report on 04/25/2006 08:17 AM and is a permanent record located here: http://www.ripoffreport.com/reports/safelite-autoglass/columbus-ohio-43085/safelite-autoglass-customers-referred-by-insurance-companies-be-careful-ripoff-columbus-o-188456. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 8Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

Safelight Auto Glass let me tell you my story about Safelite auto glass

AUTHOR: Auto dealer fraud Investigator - (USA)

  Someone or somehow a window got busted on my truck it is the very first time that I wanted something fixed right away. It happened yesterday on Mother's Day. Take note that the truck that I own is the very first new truck or vehicle that I've ever owned. I called my insurance company and told my insurance company about the situation and my insurance agent took the phone call on Mother's Day which was on a Sunday. My insurance agent told me how to handle the situation. So I got on the phone with Safelite auto glass and they told me exactly which location to go after they did their research to find out if they had a window for my truck And they made an appointment for me and I was on my way. When I got to their location in north Scottsdale they greeted me and was listening to everything I had to say about my trucks window. They took my truck and pulled it in the shop right away and started taking the door apart while a new window was on its way being shipped to that location. I sat in the lobby talking to other customers and a few of them have you Safelite auto glass several times and had nothing but great things to say about Safelite auto glass. Not take note that my truck has window tent on all of the windows from the manufacture. I was worried that the window that they installed would have to have Window Tinting apply to it after they got done putting the window in my truck. When they were done I realize that you don't have to worry about getting the window tinted because they told me that the window would the others if that I would not have to take the truck to someplace and have Window Tinted to match the other windows. They got a very big vacuum cleaner and cleaned out all of the busted glass and made my truck look brand-new once again. I'm sure that people have complaints about all kinds of things but want to comes the windows been replaced in your vehicle they do their job very well the obstacles that you will go through to get your window replaced will probably be because of your insurance company not wanting to pick up the tab. Things to think about 1. Your insurance company could cause problems when it comes to getting your truck fixed not by Safelite auto glass. 2. Your vehicle might give you problems because you might what a special window put in your vehicle if that could be a problem with your insurance company not Safelite auto glass. 3. If you have a special vehicle you might have to call ahead and make a special appointment after they get the glass for your vehicle. 4. Most of the time like I've said in this posting the problem is that you Will come across well because of your insurance company so don't be so quick to blame Safelite auto glass with the troubles of getting your window repaired or replaced. 5. If you want your window repaired quick without your insurance company becoming an obstacle to solving the situation pay for the window upfront and didn't fight your insurance company at a later date. 6. When it comes to insurance companies don't be the person that picks the insurance company that charges the least amount because more than likely they are the ones are going to cause you trouble is because they don't want to pick up the tab to fix your window. Remember when it comes to insurance companies you get what you paid for. 7. I'm posting this because I believe in Safelite auto glass they treated me with respect and they listen to my concerns want to come to my window being busted and the fact that I wanted it fixed right away so I could return to the normal activities of lucky my truck up when I'm done using it for the day.. and yes they did everything they could to get all of the glass that was busted inside of my truck out when they were done fixing my truck. I could not say enough great things about Safelite auto glass because my truck is New once again.

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#2 UPDATE Employee

Incorrect Information

AUTHOR: Glass Master - (USA)

 There is no use of xyg glass from the OE's, however there is the use of FYG (Fu yau) only on Chrysler (now owned by Fiat) cars. I believe Ford has sold their glass plants, as most of thier glass used to be DOT 75 (Carlite) and may now be DOT 46 Crinimex, DOT 467 Carlex, or DOT 904 PGW. GM will use DOT 22 Gaurdian, DOT 177 Pilkington, or DOT 904 PGW, I just saw today a DOT 15 LOF in a brand new GMC pickup, but for some reason it still comes up Pilkington in the computer, I guess because Pilkington bought LOF a while back.

I have read every negative report on the company I have worked for for over 20 years and don't find fault with any of them. Safelite, as with just about every other American corporation, is in the buisiness of making money-period. They will sell you the crappiest product for the highest price you will pay, unless you are an insurance company, in which case they will give it away, as long as you will steer all your insureds to Safelite. For example, USAA gets EVERY WINDSHIELD OR TEMPERED FOR $ 247 all day every day. And that's the real reason they don't want to waive any deductibles, because they have already whored themselves out for steering all the buisness to them.

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#3 Consumer Suggestion

Safelite

AUTHOR: concerned citizen - ()

Dear Ex-Employee, I am assisting an investigation of Safelite for a possible Consumer Class Action. Would you please contact me 970 256 0200
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#4 Consumer Suggestion

Safelite

AUTHOR: concerned citizen - ()

Dear Ex-Employee(s). I am assisting in an investigation of Safelite for a possible Consumer Class Action. Please contact me at 970 256 0200 
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#5 General Comment

Response to the last "rebuttal"

AUTHOR: installglass - (United States of America)

I feel like I should say something about the last response as I have worked in this industry for 10 years and it's full of mistruths. 

1.  XYG (Xinyi Glass) is Chinese made glass.  They are not OEM manufacturers for any vehicles sold in the United States.  To make this claim is either ignorance or a lie.  Ford makes their own glass it is Carlite.  GM sources through Pilkington, PGW (Used to be PPG), and possibly Guardian. 

2.  Insurance companies have pricing agreements in place with Safelite and almost every other glass shop.  The pricing is most certainly higher than what would be charged to a cash customer.  There are several reasons behind this but they are not necessary for this report.  To claim anything different is an outright lie.

3. The point being made in this report is that when a potential customer has Safelite perform service and finds out that they have a high deductible they are still charged the "insurance" price and not the "cash" price.  Even though the job is no longer through the customers insurance they are still being charged an inflated "insurance" price. 

*I do not and never have worked at Safelite.  I cannot attest to the statements by the original poster regarding Safelite.  I can attest to the insurance pricing and the brand names of glass
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#6 UPDATE Employee

Nice try other guys

AUTHOR: Glassman - (USA)

This is misinformation, Glass companies charge more to insurance so they can waive deductibles and compete by charging the customer less, effectively ripping off the Insurance companies.  This practice is illegal in some states, and is not done by Safelite. 

 Safelite charges the same or less to Insurance companies, and does not participate in deductible lowering price wars, which are currently popular in the California market with other glass comapnies.

XYG glass is actually the company that makes the original equipment glass on many Ford and GM cars, and actually costs more than Safelite's Windshields - made in their USA plant.

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#7 UPDATE EX-employee responds

what you don't know is they DO know.....

AUTHOR: Simply Me - (U.S.A.)

As a former employee also, I just wanted to put my 2 cents in on this insurance thing. The people taking the customers calls, wether be a corporate or local CSR, they KNOW beyond a shadow of a doubt if a price is too high or low based on insurance. Meaning, if you first call & place it as insurance but decide to do it cash, which in MOST cases would be cheaper.....you will most likely STILL get the higher price. I worked there for over 5 years & seen this exact thing 1,000's of times. What I normally did is once I got out & relized what happened, I would call the CSR & have the price adjusted which made them MORE than mad. I'm sorry, I'm not going to purposely lie & rob a customer, especially when they DON'T get what Safelite promises in the installation, but thats not the topic.......just wanted to add to this......Safelite is WELL aware of this & makes alot of money off of this....

My advice......GET A CASH QUOTE WHEN YOU CALL......never mention anything about your insurance. You know as the insuree what your deductible is......go with what makes sense to you, not make them richer so they buy up all the competion like they are doing.......trust me, thats EXACTLY what their doing.....
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#8 Consumer Comment

Insurance is NOT Safelite's problem

AUTHOR: Johnusa - (U.S.A.)

As of tomorrow, I will be a grateful repeat customer with Safelite. I have price shopped windshields for my cars. I have been careful to note that I am paying cash, not turning in a claim. I emphasize this to the phone rep because having a windshield claim on your insurance record is a bad thing. Safelite has had the same opportunity as any of the other vendors I phone.

Safelite was $440 cheaper than the competitors for my first car and the service was fantastic. In fact, even though I had obtained a firm quote in advance, they said they had overquoted me by $20 so they deducted that from my total! Safelite's complete and out-the-door price is $90+ less than the competitors for my second car.

Consumer ignorance about the way the world works is not any vendor's problem. To be sure, there are bad experiences to be had with ANY vendor. My favorites disappoint me from time-to-time. Try communicating clearly, make no assumptions that the phone rep can read your mind. Your auto insurance is for catastrophic events so don't be foolish and use your insurance for a windshield. You'll pay more for your insurance in the long run if you do. And, that's not smart!
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