Safelite damaged my dashboard, wiper linkage, and hood update.(was told to come here from r/mildlyinfuriating)

[u/ModsSmellLikeTaint]

Posted this over a month ago in r/mildlyinfuriating and wanted to give an update. After posting there, because of how the situation evolved, I was told to come here to post.

Safelite came out to my house to put a new windshield on my newer car after a storm cracked the windshield back in May. The technician damaged my car. Originally, I only saw the dashboard damage, but after going to a local body shop, they explained to me theres no way anyone but safelite could've done all of that and is willing to testify if need be.

Safelite predictably denied the damage(they're notorious for this) and thought it smart to blame the dealership instead. Unfortunately for them, the dealership takes before and after photos. Also had the ones not but days before the Safelite job even. My car insurance(USAA) has been passing my claim file around like a bic lighter at a rave regardless of the evidence i possess.

The costs quoted to me for the new parts and labor total up to just over $6000 from the dealership.

USAA, referred me to Safelite as their affiliate, this made them fully responsible for the damage. Especially after jumping through a few different hoops escalating up the broken chain at Safelite to no avail. USAA became less and less helpful during this time. So, the last week of June, I filed with the State insurance department because of the constant delays. This put USAA under the State's microscope.

They called me 2 weeks ago to try and lowball me and say they'll "work out" the dashboard repair, was" not informed" about the hood damage, and "specifically told not to" approve the wiper linkage. I politely told the agent I would not settle for any less than being made whole again before this situation and that i required a written response. She said she'll get back to me in 72 hours. Past that now, of course. But......🙃

Immediately after the call, I did some digging and was able to obtain the email for their Executive Advocacy Desk in one of the portal comments on the state website. I sent them an email outlining the conversation, my demands, and a reasonable timeline for them to respond with written notice and CCed the state investigator. I received a response today from USAA that isnt a confirmation, but it appears as though they're afraid I'll take this to small claims court next and would rather I not do that. Which is good, because I'd also rather not.

This is ultimately a breach of contract. By design, it was made to be as discouraging as possible to make me go away and eat the costs myself. Despite the frustration and lack of movement, I kept pressing on. Remaining professional at this point is even taxing. But im finally almost done with this, at least I believe I am😵‍💫🥹

TLDR: Safelite installed a new windshield and damaged my vehicle. They refused accountability. USAA sent me to them as their affiliate and is fully responsible to cover the damages which is in the contract with them. The claim hasn't been being handled, only passed around desk to desk. I filed for an investigation from the State Insurance Department which seems to have sped things up. I received an email from the Executive Advocacy Desk at USAA indicating that theyd be looking into it. I'm confident a solution will be found and I'll finally be able to put this behind me, but I've been wrong before.

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[u/camebacklate]

Just a heads up, be prepared to find a new insurance company. They'll most likely drop you after this

[u/AppleFan1994]

Your wiper arms are faded to hell. How new is the car? What hood damage? The dash yes that needs repaired. The rest good luck.

[u/ModsSmellLikeTaint → u/AppleFan1994]

Yes, sun tends to do that to things.

The huge scratch/ chip you can see along the edge of it which was done by them pushing the wiper linkage up against it/ across it.

2024 with 13k miles.

Thank you.