Bad Safelite Experience - Seeking Advice

[Riviot]

I'm starting a new thread as to not hijack someone else's positive experience. I've had a not-so-great experience and I'm trying to fix it without being that annoying "Umm, you need to treat me and my $100k vehicle like royalty" guy to the Safelite staff.

I got a crack filled by Safelite, one of 4 on that windshield, that failed a couple weeks later. No biggy, it lasted 30k+ miles, time for a new windshield and finally get a ceramic heat rejection layer reinstalled! The crack started to grow pretty large, and into my line of sight, so I opted to "do the right thing" and get it fixed ASAP by Safelite instead of waiting 2 months for Rivian. They had an appointment within the week so I went with them.

This Safelite location doesn't do Rivian calibration yet, so I kept my appointment in case ADAS was really bad after. It's been great without calibration, so I'm on the fence about still going to Rivian for that.

At completion, I was specifically told by both the tech and the front desk that if I have issues, bring it back to THAT tech to take another shot at fixing it. The Safelite number she called from goes straight to her and I can even text. I mention this because I thought it was peculiar and stuck out to me.

So I leave, and immediately notice wind noise coming from lower/passenger corner. Maybe it needs to cure longer, maybe it'll go away, so I give it the weekend. No fix, still loud, and it's so noticeable my wife with hearing loss can notice it. Okay so call or text the tech who did it, which they were very specific about, right?

Wrong. "Just come by, anyone can look at it." Oh but then I need an appointment and soonest is a week out? Okay, I'll wait. But what's the point in explicitly saying contact the tech directly? Whatever.

I take it back, they spend an hour troubleshooting with tape and doing pressure tests, supposedly it passed both. The tech said she (different she) could definitely notice it at speed, and acknowledged it sounded off. They definitely drove it, I had more miles and less battery after, but nothing got fixed. "It would be silly to replace a perfectly good windshield, so if you can live with it..."

First world problem: I'm annoyed that a company did a sloppy job, and when I asked about fixing it, was basically told "it's not that bad." Fine, I'm a big boy and can fix this shit myself.

I did the tape test first: put tape around the entire windshield and drove 1/2 mile stretches at 45mph, pulling a little off at a time until I isolated the area. Sure enough, it's the bottom passenger side. It's about halfway down the A pillar and all the way to the bottom. So when they said they did tape test and it passed, I can bologna on them.

Mid-test, I noticed this weird goopy crap on my trim. Is this normal? It looks like they fucked up the reinstall and just stuck a bunch of filler in there. Do other people's trucks look like this?

You can tell something is way wrong with A pillar, the gasket is really wavy. Almost like they took a heat gun to it, maybe to loosen the glue along the windshield? That's where the majority of the wind noise is coming from; if I tape just that area it's 99% solved.

The driver side is worse at the very bottom, but the A pillar gasket is straight all the way up. The tech clearly erred to the driver side on install, making windshield and A pillar gaskets align. The passenger side is terrible compared to this. Also, notice the height difference of the gaskets where they meet the body... Even though driver is lower, it's not loud like passenger.

Other thing I didn't photograph is the middle gasket along the base. Rivian service manual says to pop off the leaf gutter, reinstall after, they clearly didn't do this and it shows by the gasket being jammed up.

Last fun, the manual specifically says to crack a window so cabin pressure doesn't break the seal. With the new "blast air after every time you close a door " program Rivian started recently, this becomes really important. Part of me thinks they didn't do this, and the seal is broken way down low under the leaf gutter, ergo the leak test won't show the leak because you can't see it.

I tried my foam and rubber inserts along passenger A pillar, I couldn't figure out an elegant way to fill it that also mitigated noise, but I'm open to suggestions. I really want to DIY fix this before going Karen on them. And I might just take it to Rivian in a month and let them try to fix it. I have USAA, I'm also considering being annoying to them and say Safelite didn't do a complete or proper job.

Thoughts?

Sponsored

 

[Donald Stanfield]

I'd make them fix it before breaking out the bubblegum and duct tape. You paid a windshield installation company to install your windshield, and the level of quality you received is unacceptable. Once you start "fixing" it yourself, you own it, and they will use whatever you did as an excuse for why they aren't liable.

If you paid by CC, I'd dispute the charge with your CC company if they aren't going to handle this.

 

[Dark-Fx]

I'm starting a new thread as to not hijack someone else's positive experience. I've had a not-so-great experience and I'm trying to fix it without being that annoying "Umm, you need to treat me and my $100k vehicle like royalty" guy to the Safelite staff

Too late.

Time to trade in for a new Rivian.

 

[RomanN]

I had an issue with the Safelite in Jackson, WY (not a Rivian though), and was able to get a call back from the guy who managed/owned the franchise in Utah/Wyoming. I would not have been able to resolve my issue without getting in touch with him.

Edit - I think I had to contact the national Safelite 1-800 number to be able to get in touch with that person.

 

[COdogman]

I’m like you and generally don’t expect things to be perfect, but I would ask them to fix it. That is a really sloppy job. And it sounds like they know it but are trying to avoid doing the right thing. “If you can live with it…” is not how any discussion about customer service should end.

 

[Riviot]

I'd make them fix it before breaking out the bubblegum and duct tape. You paid a windshield installation company to install your windshield, and the level of quality you received is unacceptable. Once you start "fixing" it yourself, you own it, and they will use whatever you did as an excuse for why they aren't liable.

If you paid by CC, I'd dispute the charge with your CC company if they aren't going to handle this.

Just $100 from the deductable, insurance paid the rest. Ever dispute an insurance claim?

 

[Donald Stanfield]

Just $100 from the deductable, insurance paid the rest. Ever dispute an insurance claim?

I can't say that I have, but I'd loop your insurance agent in on this at the very least. If they want to continue getting insurance work they have a greater incentive to make it right than just you complaining. You can get this issue addressed without being difficult and you shouldn't feel embarassed or ashamed of expecting something to be done correctly.

 

[Vik]

I am going through the same whistling issue but I had mine done at a body shop. Let me know if you figure it out!

 

[Riviot]

I am going through the same whistling issue but I had mine done at a body shop. Let me know if you figure it out!

Got pics? Specifically that bottom corner with the goop. I'd like to see someone else's truck there.

 

[Ecupip]

The same is true here: always look at local reviews or word of mouth for the best businesses. Everyone uses Safelite because they are the nationally branded auto glass installer, but you'll always be better off using a highly rated local glass company. I hope they step up and get this addressed for you.

 

[Riviot]

The same is true here: always look at local reviews or word of mouth for the best businesses. Everyone uses Safelite because they are the nationally branded auto glass installer, but you'll always be better off using a highly rated local glass company. I hope they step up and get this addressed for you.

I've had good experiences at that shop for the last few years, this was my first bad one. As picky and specific as the Rivian windshield install guide is, I can see why it's easy to screw up if you're used to just pulling old/gluing new and moving on. My frustration is mainly on their attitude.

 

[Electrified Outdoors]

You took it back and gave them a chance to fix it. I would take to Rivian to get it fixed properly and then tell safelite they have to cover the cost.

 

[Riviot]

You took it back and gave them a chance to fix it. I would take to Rivian to get it fixed properly and then tell safelite they have to cover the cost.

So I called USAA today, they just rerouted me back to Safelite customer service, who said they'll do warranty work and started making me an appointment... At the same place. I specifically asked about their lack of calibrating cameras, so they said they'd do another shop, but can't confirm if they do cameras.

And no one will tell me if I take it somewhere else for work, if I have to pay my deductible again.

I took the appointment, I'm probably just going to no show, and let Rivian do it right. I'll fight USAA on it after, but I'm sick of this trash service from Safelite. I looked at my friend's Rivian, the gaskets are all super clean and the clips are in place. Mine looks like a DIY project.

 

[richpike]

We had a similar experience with Safelite on our Land Rover, but the glass literally would break after 30min. This happened twice. On the third time, the A-pillar flew off on the interstate. Same deal, I tried to be nice (and not complain about shitty work on an $80k car). But by the third time, I contacted my insurance agent and asked him to authorize going somewhere else and figure out getting their money back from Safelite (we have glass coverage). He took care of it all, we went to a new place and they fixed it perfectly - the first time. We stay far, far away from Safelite now.

-Rich

 

[Riviot]

But by the third time, I contacted my insurance agent and asked him to authorize going somewhere else and figure out getting their money back from Safelite (we have glass coverage).

What insurance do you have?

Sponsored