Rating: Poor

We contacted SafePro and scheduled the replacement of our glass on a new Toyota RAV4. David Graham was the sales rep who set everything up and after the insurance sent an inspector to check the glass we were all set for a replacement. We scheduled the time for the glass to be replaced and SafePro was not able to meet the deadline they provided of between 8-12. The installer was late, very late showing up at 2:45 and SafePro had been made aware well in advance that we had an appointment that afternoon and that the car needed to be done or we would schedule for another day. The glass was replaced on sight and was not cleaned after it was installed, I suspect this is due to the fact that the job was rushed from the installer being hours late. We were informed to listen for air leaks and look for water leaking into the cabin, it sounds like this happens often and may merit further investigation as a quality install would not be one that included air leaks & water ingress. We chose SafePro because of your reviews and the spiff that comes with having the glass replaced (spiff was never sent, we were told it would be the difference between what insurance paid for the glass).

That Friday afternoon we drove to Flagstaff and after an hour or so on the road the windshield camera cover fell and was caught hanging by the rear view, quite a scary thing to have happen while traveling at freeway speeds. We immediately tried to reach out to our sales consultant but alas no response. After spending an hour on the phone and being passed from one person to the next we were told that the SafePro in Flagstaff could accommodate fixing our issue which was blocking the view out of the windshield. When we reached our destination I was able to remove the cover and assess why the cover had fallen. As it turns out the lower 2 tabs had been broken. It is important to note that the wiring prevents this from being removed with the windshield so this cover was originally removed with the glass on the vehicle. The two lower mounting tabs had been broken off, what makes this so frustrating is that the installer broke the tabs and removed them from the vehicle then after replacing the glass tried to get the cover back on as a way to hide their error.

We then coordinated with Dana Newman who ensured us that they would get a new piece ordered on Monday to replace the piece that was broken, I followed up with her Monday and was told that the piece was ordered but was on backorder at Toyota so they would check weekly and update us but that the tentative arrival date was 4/24. No weekly updates came and on the 28th I reached out to Dana for an update, she did not respond. Then again on May 1 I contacted her again and she called to inform us that the piece was in and that they would have someone come install it to which we declined as the last installer damaged the vehicle and hid what they had done, not exactly a great way to build trust in the business. When we had spoke with Dana on the phone we had asked that this be ordered from BigTwo Toyota so that they could install it and check the camera for issues. Having just received the cover we will be making an appointment to have it installed and have the camera alignment checked. Lately the Safety Sense camera is picking up cars in the lane adjacent to the passenger side of the vehicle and noting them as in front of the vehicle and I suspect that the camera was not installed correctly when the glass was changed as this was not an issue prior.

Had this been one single issue then it would not have been a big deal, however the dishonesty, poor communication, and poor quality of work has driven me to write this email. I think that our experience could be used as an example of what not do in handling glass replacement as well as a training tool for installers on how to handle a situation where they damage a piece of a customer’s car. I hope that SafePro can in the future better serve their customers, after my experience with multiple individuals at the company I cannot in good faith recommend this business to any family or colleagues and based on my experience with SafePro will advise them to use another company. Our question to you Rex is would you as a customer have been happy with the way this transpired? The gentleman who dropped off the cover was very apologetic and seemed very honest and sincere in his approach to modeling the SafePro mission statement, he should be commended for modeling that behavior.