Ad Alert

Safelite investigates after consumer raises concerns that Safelite “may be using fear and disinformation to sell its service.”

Safelite urges consumers to get even small chips or cracks in their windshield fixed immediately – by Safelite.

“Get it done now, with our help,” the company says on its website, adding: “When you notice a small crack or rock chip, don’t wait. If another rock hits, the entire windshield can crack, requiring complete replacement.”

After hearing from a consumer who raised concerns that Safelite “may be using fear and disinformation to sell its service,” looked into the company’s advertising.

The reality is the sudden discovery of a chip or crack in your windshield may not be something you can get fixed immediately, even if Safelite can do it in 30 minutes as the company claims. For example, if you are on your way to an important doctor’s appointment when you discover the chip, you may not have 30 minutes, on top of however long it takes for Safelite to arrive. The question is, can it wait? The answer is, it depends.

It depends on the location and size of the chip or crack. According to experts, you shouldn’t wait too long but if the rift isn’t in your field of vision and it’s less than an inch in diameter, it is generally safe to drive. If this is the case, you have time and can even fix it yourself with a windshield repair kit that costs a fraction of what Safelite might charge you to repair one chip.

In response to a request for comment, Safelite said:

Our advertisements are in alignment with FTC guidelines and reflect Safelite’s top priority of safety. With this in mind, we always encourage our customers to address small windshield cracks before they become larger, more costly problems.

The bottom line? Consumers should know their options before rushing to purchase a service they may, or may not, need. This means doing your research. If you were to check out Safelite’s BBB page, for example, you would find an average customer rating just north of one star, despite the company’s status as an A+ rated, accredited business.

Find more of our coverage on automobile services here.

Our Ad Alerts are not just about false and deceptive marketing issues, but may also be about ads that, although not necessarily deceptive, should be viewed with caution. Ad Alerts can also be about single issues and may not include a comprehensive list of all marketing issues relating to the brand discussed.

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