Absolutely insane. My insurance company, Travelers, suggested Safelite for my windshield repair. I scheduled a mobile appointment for 6/3 between 12:00pm – 5:00pm at my place of work in Dulles, VA (DC). I received an email with the details which included my work number as the contact. I never received a call. At 6:00pm I called Safelite, told them the situation and rescheduled for 6/4. When I got home 6/3, there were 4 messages from Safelite – one telling me they were waiting outside my building.

Why didn’t they call the work number I left? I specifically said work, not home. Safelite requested BOTH numbers, and I made it clear that I wanted mobile service at my place of work.

The morning of 6/4 I called Safelite to ensure they’d call my work number and confirm the appointment time. I was told I’d receive a call around noon, with an expected arrival time. At 1:30 I called them again, had them check the number, and was told to sit tight and await the call from the technician. 5:00pm, ta da, once again, no call. When I got home there was another message from Safelite on my answering machine.

For the luv of. . . After a few days of cooling off, I called for yet another appointment. 6/12 between 12:00pm and 5:00pm. (How stupid am I?!)

The morning of 6/12, I called Safelite to ensure the time and phone number was correct as I had not received an email detailing the appointment. Safelite assured me someone would be calling and my windshield would be fixed that day barring any serious weather issues. It’s been sunny all day long, it’s now 4:00pm and I just called Safelite again, who kept me on hold for 15+ minutes and then transferred me to ‘the shop, ’ where I spoke with someone who told me they tried to call the technician but he’s not answering and offered “can you wait until after 5:00pm, or would I like to re-schedule?” I said this was the 3rd appointment and I’d like to get a new windshield so I will wait (I work until 6:30 anyway), AND I HAD THEM CHECK THE PHONE NUMBER AGAIN.

It’s now 6:30 and once again. . . NO CALL, NO WINDSHEILD. I’m sure once I get home, I’ll find another call from Safelite on my answering machine. How can so many be so incompetent – how can one simple mistake continue on and on, when it passes thru so many different hands. What is with this organization – how do they stay in business? You’d think the technician would try both numbers if he doesn’t get an answer. Each time I left my desk I’d have someone watching my phone to ensure I didn’t miss the call (not to mention we have voice mail).

Obviously, I’m better off. I can’t express how foolish I feel to admit I gave them 3 opportunities.

I will say, in Traveler’s defense, when I called them to get a new claim number the Traveler’s rep was very apologetic and wanted to contact Safelite and complain. I told her I didn’t want them working on my car, so why bother.