On Wednesday, November 21st SafePro replaced the windshield on my 2014 Lexus 350. I was so busy packing for a Thanksgiving trip that I did not bother standing over the servicemen while they completed the job. I simply made sure that they had access to my car, and then went back inside to finish packing. The serviceman told me that the job would take about 15 minutes.
The installation process was done by about 4:00 p.m. I did not bother to inspect anything because I was so focused on packing. I looked at the windshield from the outside, and it looked fine enough. I took the instructions regarding what I should do for the next 48 hours, and signed the work order. I then locked up my car and went to finish packing. I did not get back into my car until 7:00 p.m. that night, and that was only to take it to store it in a garage for parking while I was away on a trip until Monday, November 26th.
When I got in my car I noticed that their was quite a bit of dirt and oil that was left on my car's cream interior- specifically in the spots that were used as leverage when installing my windshield. It was quite filthy. The dirty areas were spots that could not have possibly been missed by the installer.
Coincidentally at 1:37 p.m. on Monday, November 26th I received a text from a Kathey at SafePro inquiring about the service. I responded to the text with the details regarding how filthy that my car's interior was left following the installation. Kathey explained that she had sent an email with my response attached so that a manager could give me a call. She then provided me with a phone number, 602-889-8000, and my work order number, 5795900, and explained that if I needed anything that I should just call the number. Since I had not yet heard anything back from a manager by Tuesday morning, November 27th, I decided to call the number.
At 7:30 a.m. I spoke with a representative at SafePro, explained my situation once again, and was told that the manager that I needed to speak with, (I believe that her name is Dana), would not arrive in the office until 9:00 a.m., but that my message was being left for her, and I was assured a call back.
I also submitted an email through the company website that provided pictures of the content. I have had several unsuccessful attempts to load those photos here. In my email I stated that the glare in the pictures may not accurately depict the dirt, due to the glare of my phone's camera. I have offered to allow an inspection of my vehicle in order to assess the validity of my complaint.
Today is now Friday, November 30th, and I still have not gotten that call back.
I feel as though it is pretty poor customer service. I have explained my issue to two representatives within their company, and I still have not gotten a call back to address the issue, nor has anyone issued an apology. But there was no problem with the servicemen contacting me in order to get my business, or schedule the services.
I have had my windshield replaced in other vehicles before and I have never experienced such inattention to detail, and such poor customer service, once the deal has been closed.
Product or Service Mentioned: Safepro Auto Glass Car Part Replacement.
Reason of review: Poor customer service.
Preferred solution: Let the company propose a solution.
Store Location: Nogales, Arizona