I purchased my 2009 Ford Fusion at the beginning of April. Within a month a rock hit my windshield and it cracked. This was a very large crack that went half way across the windshield. I contacted my insurance company to get it replaced and (without a choice) directed me to Safelite. I have done my research on this company and they seem to really have it together when it comes to customer service and are experts in glass installation, except maybe in my case.
My original installation appointment was on Tuesday, May 5th between 12pm and 5pm at my work. The technician contacted me and told me that he would arriving between 3pm and 4pm. He shows up at 4:15pm, calls me and tells me that he was outside. I go outside and he isn't out there. I call him back and find out that he is examining a totally different car! It's not even a Fusion! After finally getting him to my car, he tells me that they loaded the wrong windshield for my car. They had a model year 2008 instead of 2009. I was a little upset, but its an honest mistake. He stated that someone would contact me soon to reschedule for Wednesday or Thursday. I told him I would prefer Wednesday because I was not comfortable driving with the windshield in that condition. I waited for my phone call until Wednesday around 12pm. At this point I called them. They said that they already rescheduled my appointment for Thursday between 8am and 12pm and they did not know why someone didn't call me. I thought to myself "What great customer service".
Thursday, at exactly 12pm, the same technician shows up to replace my glass. After replacing my glass, I go to inspect his work. The first thing I noticed was that the plastic and rubber molding between the hood and windshield was bent up, cracked and scratched. I asked him if that was supposed to be like that and he said "Yes. The sun will melt those bent parts back down over the next couple months. And the other stuff is normal. It happens all the time. You can't avoid it". I, of course, was not satisfied with this answer but decided that taking it up with him would get me no where. I signed his paper work and let him leave. I also noticed that he performed no clean up on my car. My dash (still to this day) has glass flakes on it. My floor bored also had many large pieces of rubber and sealing on it. I picked these large pieces up myself but did not touch the glass. He gave me information to do a survey online. I did the survey and pretty much explained what I have said so far.
I got in my car to leave work and noticed that my rear view mirror was very shaky. So shaky in fact, that I could not view the cars behind me clearly while driving. At this point I am EXTREMELY upset but still remained calm and professional. I called the customer service number and told them that I would take my car to their service center for inspection. The gentleman that helped me was very nice. He apologized for the inconvenience and told me he would order me new molding as well as a new rear view mirror. I believe he was the manager of this location. The next day someone from their customer service contacted me just to verify that the parts had been ordered and once again apologized. A couple days later, I received another call from customer service just to keep me up to date on the parts which we were still waiting on. Then on May 12th, they delivered me flowers. Different but it was nice to see they cared. So far, I was a satisfied customer. Granted the experience hasn't been the greatest with the installer but they had appeared to do what they can to make up for it. But that soon changes.
A few days after receiving the flowers, I get a phone call from customer service asking me how the appointment for the repair on my car went the day before on the items that were damaged. I told them that my car was never repaired nor was I told of an appointment to do so. The customer service representative told me that he would find out what was going on and get back with me. This was at 10:30am.By 3:30pm I had still heard nothing back. Once again I am very upset. I am starting to feel to get anything done with this company that you have to hunt them down and do everything yourself. They do not like to return phone calls nor are they concerned with the fact that they are providing poor customer service. I call them again and they 3-way me to the shop where the manager tells me that all the parts are still not even there! I ask him why someone would make an appointment when the parts aren't even there. And why I wasn't even told about the appointment to begin with. He did not have an answer. He just apologized again and told me that he would call me personally when the rest of the parts came in. Acceptable, I guess.
About another five days goes by, in which we were hit with hard thunderstorms everyday during this time. I get in my car to go to lunch on my break and notice there is water all over my seats, and my shifter. I call, again. Granted I am not nice but I am not ugly. I am very firm with these people in made sure that they understand how upset I really am. They contacted the shop again. The manager seems to have an attitude this time which only makes my attitude worse. He told me that he would have someone come back out that day to look at it and fix the problem. My first reaction is "No you will not, it is pouring down rain!" He kept insisting that the rain would not be an issue and he would have someone out before 4pm to look at it. A different technician comes out and starts inspecting my leak. The leak is at the top of the windshield and the water is coming in through a pop down sunglass holder. I also have the button for my sunroof in that same area. He starts pulling on my headliner without gloves on. His hands are nasty and greasy. Needless to say when he was done my headliner is covered in fingerprints and is bowed down where he was pulling on it. He also got sealer on the headliner when he attempted to reseal, the leaking wet seal. That of course did not work very well. I got another shower on my way to work this morning.
They are suppose to replacing my windshield this after noon. I told them I also wanted a new headliner, the area where the leak was coming in at thoroughly inspected and dried out, and my car detailed. I fear that the electronics for my sunroof are going to short out due to the moisture from the leak being in that area.
I understand that these aren't completely terrible things and that people have probably had worse damage down to their car from a windshield replacement. But this car isn't even two months old yet and I have had to have multiple pieces replaced because of the terrible installation job done by this company. It seems that every time they touch my car, more damaged is done.
I hope that my new windshield replacement today goes better. It is also going to take a lot more then flowers to turn me into a satisfied customer.
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