Windshield Repair Forum

I would like to bring to everyones attention the latest game by our favorite network Safelite, cough, cough. Earlier this month I did a windshield repair for an employee at one of my fleets. He had Farmers of Oklahoma, so I processed it through Safelite as usual and got my authorization to do the work. The chip was a combination about 1 inch in diameter on the passenger side below the wiper blade in the Frit (black edge of the windshield). Once completed it looked excellent, even I had trouble finding the damage. The customer couldn't find the repair until I pointed out the area. While I've been over there several times since then I had not talked to him until this last Friday. I asked him how his windshield was and he said great however you need to know something and you need to tell me what is going on? He stated that when he got home that evening he had a message to call Safelite, concerning an authorized windshield replacement. It seems they had stated they would waive his $100 deductible so all they needed to know was when they could do the work.

The next business day he called his Farmers agent and asked what to do? The agent told him he had received a copy of his claim and that he needed to get his windshield replaced, because they were waiving his deductible so it was free and better than repair. He further told him that if he didn't get his windshield replaced that it could affect him the next time it needed to be replaced. Indicating they might not replace it for him.

Fortunately I've known this guy and his Father for several years, we have a good relationship. He told me he has no plans to call Safelite or replace his windshield. He believes that the best windshield seal is the factory seal and has told me that if he goes with replacement he feels if it is damaged again, and needing replacement they may cancel him or increase his rates.

My biggest complaint about this is if he goes with the replacement I know they will use this so I won't get paid. Remember the Safelite contract states that if the customers not happy, payment is denied. If he has the windshield replaced he must then feel the repair is unacceptable.

Am I going to let this go, "NO WAY". While I won't state at this time my plans you can bet I have a surprise for Farmers and Safelite.

For thoughs of you doing business with the dark side here are some of my recommendations.

1) When you complete the repair, have the customer sign the invoice, with a statement that the repair is acceptable.

2) Besides marketing that windshield repair is cheeper, market it as safer since the factory seal is not disturbed. (Be ready to back this up, I carry with me a note book with copies of news about bad windshield replacements.)

3) Make sure the customer also is aware that since the factory seal isn't disturbed that he won't experience a leaky replacement.

4) That by repairing, he won't be filing repeated claims for replacements which could affect his rates.

5) Document, Document, put it in writing.

If this happen to you or you are a victim of the Dark Side, take the time to take action. The more complaints, the more pressure, the further our cause becomes just. Don't sit and whine take action, do something. It appears 2 law suits still is not enough to stop Safelite.

Good Luck To All,

ARG

That is called piracy, the other less known tactic of Safelite. When you complain they will swear it was all just a big misunderstanding. Lawsuits aren't as scary when the person suing you doesn't have nearly the financial resources you do.

Almost every repair for Farmers that I do I let the people know that Farmers is possibly the most difficult of all the insurance companies to work with and that they better hope they do not have a real claim with them because (then I tell them a couple stories of when I handled damaged vehicles for a rental company for 6 years)... I then let them know that American Family or American Express insurance will not only save them money but you will get a good quality customer service and they will cover you when you need to be covered .. Farmers will not. I have gotten MANY people to switch the very same day they talk with me. I tell farmers agents the same thing everytime they get snappy with me about assisting their own customers with getting a policy number or verifying coverage or something simple that most agents do gleefully.... boy do they get mad.
As far as I am concerned Farmers and Safelite both have the same moral values (or lack thereof) and total lack of integrity in their hunger for profits. Let them rot I say!!

I have and will continue to tell customers that Farmers is the worst to deal with for windshield repairs. What's funny is about 3 months ago they sent out letters to their insureds, telling them to get their windshield repaired. We have had several contact us in reference to this letter, yet most of their agents don't have a clue about windshield repair. I guess the right hand didn't know what the left was doing.

I will continue to and will ratchet up that they can get a better deal from Oklahoma Farm Bureau. I have yet to talk to anyone saying anything negative about them, I always hear how surprised they were with how well their claim was handled. One gentleman when I asked him if he knew Farm Bureau would pay for his repair responded "No but I'm not surprised, they have always taken care of me". Their agents and staff are always friendly and they pay fast.

I likewise can't complain about anyone using Lynx Services either, State Farm, Allstate and Ohio Casualty, agents to name a few have always been friendly and helpful.

I would rate all of the above companies a 10, on a scale of 1 to 10. I can't say the same for Farmers, both them and Safelite deserve each other.

My agent in the past has avertised they can beat Farmers rates, I plan on meeting with them and discussing this with them this week.

ARG

I tell a lot of my customers about items like this from this site. The bad insurance and glass guys are counting on the customer not knowing what's going on, so educating our customers is an important part of our job.
In my world, there are two kinds of insurance companies - the good guys pay $60 and up and the cheapos pay $50. When a customer asks me about his ins. co., I tell him.
JTW