Safelite Glass

2523 Views 96 Replies 19 Participants Last post by LBAswli, 5 d ago

GrumpyGriller

Discussion Starter · 15 d ago

I've read through a bunch of posts regarding windshield replacement, though most centered around Subaru's defect/warranty extension etc. Since Safelite appears to control who makes the glass they use more secretly than the original formula for Pepsi

I can't seem to get enough info to help me decide if OEM is worth $210 out of pocket vs. the OEE glass.

I have a '21 Touring, and normally I'd say OEM all the time, but since Safelite says they do a dual-calibration on Eyesight, is there real value in having the word Subaru on the windshield? I read something that suggested OEE cannot make the exact same glass due to licensing agreements/copyright (more than just stamping Subaru on the glass), but even that was (pun intended) unclear.

I did call my local (and trusted) retailer - they outsource the work, so not much value in using them in this case as their warranty is only 12 months and would actually cost me closer to $300 out-of-pocket.

In summary, I can pay $0 to get the OEE glass or $210 to get the OEM glass, both with lifetime warranties against defects/install issues and that's what I am trying to decide.

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packout

· #61 · 9 d ago

bob.pizzazzscenic said:
I have a 2023, the glass cracked. I have State Farm, I got original Subaru glass for zero cost. Get State Farm

Its not about state farm. No one makes aftermarket for 2023 yet.

Packard8

· #62 · 9 d ago

bob.pizzazzscenic said:
I have a 2023, the glass cracked. I have State Farm, I got original Subaru glass for zero cost. Get State Farm

I had State Farm for 20+ years and recently dumped them. I had to fight for 6 months and file a complaint with the State Insurance Commissioner to finally get the claim paid for a stolen boat. They happily accepted my premium payments for the boat insurance for more than five years and then tried to weasel out of paying when it was stolen.

The State Investigator agreed that the claim should have been paid when it was initially presented. No more State Farm for me, they are not "like a good neighbor".

Reactions: 2

bob.pizzazzscenic

· #63 · 9 d ago

State Farm pays 100% windshield claims without issues or deductibles. Sorry about your boat. No, I have no affiliation with any insurance company before the question comes up, lol

Reactions: 1

E-EC-ECU

· #64 · 8 d ago

So, got a call from Safelite and they are showing that my request for OEM was denied by USAA, and they will be installing aftermarket glass on Thursday.

Unhappy with USAA, I called and finally spoke with someone in their "corporate glass" department. I made my case and quoted all of the documents in this thread. I talked about the safety systems, the warranty, how USAA could potentially be held accountable ... yada yada.

The rep did a really good job of really doing nothing! He said "Well, lot's of dealerships have those letters .." I interrupted to tell him this wasn't a dealership requirement, it is the MANUFACTURER of the vehicle. He then said, "okay, most of the glass is all made in the same places and is actually the same stuff, just with different labeling." He even tried to bring up a class action lawsuit that is "in place" against Subaru and their windshield. I quickly told him that lawsuit was for Outback and Legacy vehicles and it was settled nearly 2 years ago, and completely irrelevant.

Anyway, he is going to push my case "up the chain" and try to determine what they can do. My "closing argument" was that USAA has an obligation, as my contracted insurance provider, to make me whole in accordance with my policy, and by using aftermarket parts that can potentially alter the functionality of a major safety system in my car does not meet that obligation.

What a pain!

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Packard8

· #65 · 8 d ago

bob.pizzazzscenic said:
State Farm pays 100% windshield claims without issues or deductibles. Sorry about your boat. No, I have no affiliation with any insurance company before the question comes up, lol

I'm glad you had a good experience with them, I didn't. They lost a 20 year customer who would have been with them for another 20 years. All over a small ($6K) claim that they had to pay in the end anyway. A bad business decision.

Reactions: 3

Packard8

· #66 · 8 d ago (Edited)

E-EC-ECU said:
So, got a call from Safelite and they are showing that my request for OEM was denied by USAA, and they will be installing aftermarket glass on Thursday.

Unhappy with USAA, I called and finally spoke with someone in their "corporate glass" department. I made my case and quoted all of the documents in this thread. I talked about the safety systems, the warranty, how USAA could potentially be held accountable ... yada yada.

The rep did a really good job of really doing nothing! He said "Well, lot's of dealerships have those letters .." I interrupted to tell him this wasn't a dealership requirement, it is the MANUFACTURER of the vehicle. He then said, "okay, most of the glass is all made in the same places and is actually the same stuff, just with different labeling." He even tried to bring up a class action lawsuit that is "in place" against Subaru and their windshield. I quickly told him that lawsuit was for Outback and Legacy vehicles and it was settled nearly 2 years ago, and completely irrelevant.

Anyway, he is going to push my case "up the chain" and try to determine what they can do. My "closing argument" was that USAA has an obligation, as my contracted insurance provider, to make me whole in accordance with my policy, and by using aftermarket parts that can potentially alter the functionality of a major safety system in my car does not meet that obligation.

What a pain!

I feel for you. My recent experience with State Farm has shown me that the Claims Agents are not as "neighborly and friendly" as the Sales Agents who are earning a commission on your premiums. I had to fight them for 6 months and finally prevailed after involving the State Insurance Commissioner. If USAA continues to fight you over the OEM glass, I would suggest you file a complaint with your State's Insurance Commissioner, citing the info & TSBs posted here.

Good luck!

Reactions: 3

packout

· #67 · 8 d ago

bob.pizzazzscenic said:
State Farm pays 100% windshield claims without issues or deductibles. Sorry about your boat. No, I have no affiliation with any insurance company before the question comes up, lol

Yes, but would they want aftermarket?

Reactions: 1

Packard8

· #68 · 8 d ago

packout said:
Yes, but would they want aftermarket?

Good point. State Farm has no other choice than OEM at this point in time. If there were aftermarket at a cheaper price would they insist on that like USAA is doing with E-EC-ECU? I suspect they would, based on my recent experience with them.

Reactions: 2

Daniel Acosta

· #69 · 8 d ago

E-EC-ECU said:
So, got a call from Safelite and they are showing that my request for OEM was denied by USAA, and they will be installing aftermarket glass on Thursday.

Unhappy with USAA, I called and finally spoke with someone in their "corporate glass" department. I made my case and quoted all of the documents in this thread. I talked about the safety systems, the warranty, how USAA could potentially be held accountable ... yada yada.

The rep did a really good job of really doing nothing! He said "Well, lot's of dealerships have those letters .." I interrupted to tell him this wasn't a dealership requirement, it is the MANUFACTURER of the vehicle. He then said, "okay, most of the glass is all made in the same places and is actually the same stuff, just with different labeling." He even tried to bring up a class action lawsuit that is "in place" against Subaru and their windshield. I quickly told him that lawsuit was for Outback and Legacy vehicles and it was settled nearly 2 years ago, and completely irrelevant.

Anyway, he is going to push my case "up the chain" and try to determine what they can do. My "closing argument" was that USAA has an obligation, as my contracted insurance provider, to make me whole in accordance with my policy, and by using aftermarket parts that can potentially alter the functionality of a major safety system in my car does not meet that obligation.

What a pain!

What's the cost difference? For me using Safelite and USAA the difference was about $40. Even though USAA agreed to pay for OEM, I actually chose to go aftermarket, not for the cost saving but for durability. I had been through two OEM Carlex on our Outback in 6 months. Our third windshield was approved for OEM because it was less than a year old, but I went with Pilkington based on past personal experience plus the recommendation from Safelite, who does a lot more windshields than I do. It's still "designed for Eyesight" so it meets Subaru's requirements. Safelite did a dynamic driving calibration and the Eyesight actually performs better than with the first two OEM windshields, things like tracking on a curve or across intersections where there are no lane lines.

In your case, if USAA doesn't pay then you can pay the difference yourself and afterwards drop them, or agree to try something different. Ascents come with AGC I believe, and I've heard nothing negative about AGC. Carlex seems to be universally despised on the Outback forum, so lots of us there have changed brands. If I ever need a windshield on the Ascent and they are offering Pilkington I would gladly accept it. Good luck with whatever you decide.

BTW, we had an unsuccessful paint match from a Subaru certified body shop, and USAA made them pay a different independent shop to redo the repair. The second shop matched the paint no problem, and we were grateful to USAA for making it happen. Something to keep in mind in case you consider dropping them. They're not perfect, nor is Subaru, but they're both pretty good.

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GrumpyGriller

Discussion Starter · #70 · 8 d ago

So....SOA finally got back to me and the windshield waters are still a bit murky....this is their reply

The disappointing part is that I was NOT asking for SOA to pay, just to get clarity (pun intended) on their position on the OEM vs OEE. In the first part they say preferred, but then say check with your retailer for technical questions

At the end of the day, I'll probably go with Safelite with it being $250 I don't have to spend out-of-pocket. If I went to the retailer, it would be almost $400 out-of-pocket, plus only a 12-month warranty on the glass itself, though I somewhat wonder if my Gold plan would cover beyond that.

Subaru's response:

Thank you for reaching out and I'm sorry to hear of the recent windshield crack.

While OEM is always the preferred product you can use aftermarket glass as well. I would suggest filing an insurance claim and seeing what their ability to assist with the replacement is. I know that some do have windshield riders that can really help to reduce the cost of the replacement.

You may also connect with the service department of a Subaru retailer convenient to you for technical questions on the glass, type and replacement. I have included the link to our retailer locator on subaru.com to assist you in finding a retailer convenient to you.

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packout

· #71 · 8 d ago

GrumpyGriller said:
So....SOA finally got back to me and the windshield waters are still a bit murky....this is their reply The disappointing part is that I was NOT asking for SOA to pay, just to get clarity (pun intended) on their position on the OEM vs OEE. In the first part they say preferred, but then say check with your retailer for technical questions

At the end of the day, I'll probably go with Safelite with it being $250 I don't have to spend out-of-pocket. If I went to the retailer, it would be almost $400 out-of-pocket, plus only a 12-month warranty on the glass itself, though I somewhat wonder if my Gold plan would cover beyond that.

Subaru's response:

Thank you for reaching out and I'm sorry to hear of the recent windshield crack.

While OEM is always the preferred product you can use aftermarket glass as well. I would suggest filing an insurance claim and seeing what their ability to assist with the replacement is. I know that some do have windshield riders that can really help to reduce the cost of the replacement.

You may also connect with the service department of a Subaru retailer convenient to you for technical questions on the glass, type and replacement. I have included the link to our retailer locator on subaru.com to assist you in finding a retailer convenient to you.

I suspct the SOA rep does not know about the yellow sticker which does not suggest using OEM. It stipulates always use OEM. That knife edge Subaru is walking is very sharp.

GrumpyGriller

Discussion Starter · #72 · 8 d ago

packout said:
I suspct the SOA rep does not know about the yellow sticker which does not suggest using OEM. It stipulates always use OEM. That knife edge Subaru is walking is very sharp.

I replied back to the email and await a response - funny thing is that 10 seconds after I got the above, I got the feedback survey request

E-EC-ECU

· #73 · 7 d ago

Quick question for anyone that may know. If the windshield is labeled with "SUBARU" does that mean it is OEM, or OEE (Equivalent)? (I am asking for a reason)

I was able to log into my Safelite appointment and see the workorder. I can see where I had requested OEM glass and even see the Part Number ordered for the windshield. FW04952 GTN

A quick google search and I find THIS VIDEO which shows this particular part number on an Ascent and the very beginning of the video shows the lower right corner of the windshield and it has SUBARU labeled. Does this mean it is OEM or OEE? THANKS!

Font Electric blue Circle Engineering Triangle

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GrumpyGriller

Discussion Starter · #74 · 7 d ago

E-EC-ECU said:
Quick question for anyone that may know. If the windshield is labeled with "SUBARU" does that mean it is OEM, or OEE (Equivalent)? (I am asking for a reason)

I was able to log into my Safelite appointment and see the workorder. I can see where I had requested OEM glass and even see the Part Number ordered for the windshield. FW04952 GTN

A quick google search and I find THIS VIDEO which shows this particular part number on an Ascent and the very beginning of the video shows the lower right corner of the windshield and it has SUBARU labeled. Does this mean it is OEM or OEE? THANKS!

View attachment 21127

I believe that is OEM otherwise it would not have the SUBARU stamp.

Reactions: 1

Robert.Mauro

· #75 · 7 d ago

bob.pizzazzscenic said:
State Farm pays 100% windshield claims without issues or deductibles.

No, that depends on the state, state regulations, and policy terms. Mine would cost me $250 (deductible).

Reactions: 1

packout

· #76 · 7 d ago

E-EC-ECU said:
Quick question for anyone that may know. If the windshield is labeled with "SUBARU" does that mean it is OEM, or OEE (Equivalent)? (I am asking for a reason)

I was able to log into my Safelite appointment and see the workorder. I can see where I had requested OEM glass and even see the Part Number ordered for the windshield. FW04952 GTN

A quick google search and I find THIS VIDEO which shows this particular part number on an Ascent and the very beginning of the video shows the lower right corner of the windshield and it has SUBARU labeled. Does this mean it is OEM or OEE? THANKS!

View attachment 21127

Oem

Reactions: 1

Shaggs

· #77 · 7 d ago

packout said:
The insurance owes him a properly fit, no leak, calibrated oem. In colorado i would file complaint with insurance regulators, and I would easiy win. Every state is a bit different with how to navigate this, but would then dump that insurance. AAA auto insurance had poorcustomer satisfaction ratings anyway. Consumer Insurance Refined Search Results

unfortunately if you look at almost all insurance policies they do not specify OEM coverage. They specify Like Quality or Equivalent. It’s super shady. I have worked in vehicle service my entire life… vast majority of companies use Safelite. The insurance companies expect dealerships to sell the windshields for 30% below what it costs dealers to get the glass, and a labor rate of like $35/hour which ZERO places do. They try to manhandle people and cut customers the lowest check possible. Many policies for body repairs even specify used parts or aftermarket parts unless none can be found then Dealer OEM can be used. Most Safelite locations use cheap Chinese made glass but I have seen some that have had even pilkington glass which is good brand. And with vehicles with ADAS if they are installed correctly using OEM glass most of the time require zero calibration because they are correct fitment. I have seen dealerships charge $1400 even for calibrations which is insane to me. Yet most places are $300-600.

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packout

· #78 · 7 d ago

Shaggs said:
unfortunately if you look at almost all insurance policies they do not specify OEM coverage. They specify Like Quality or Equivalent. It’s super shady. I have worked in vehicle service my entire life… vast majority of companies use Safelite. The insurance companies expect dealerships to sell the windshields for 30% below what it costs dealers to get the glass, and a labor rate of like $35/hour which ZERO places do. They try to manhandle people and cut customers the lowest check possible. Many policies for body repairs even specify used parts or aftermarket parts unless none can be found then Dealer OEM can be used. Most Safelite locations use cheap Chinese made glass but I have seen some that have had even pilkington glass which is good brand. And with vehicles with ADAS if they are installed correctly using OEM glass most of the time require zero calibration because they are correct fitment. I have seen dealerships charge $1400 even for calibrations which is insane to me. Yet most places are $300-600.

My point has always been that since Subaru requires OEM glass replacement per the sticker I posted in this thread, the Like Quality or Equivalent does not meet that standard for replacement. Just because the insurance company wants Like Quality or Equivalent does not allow them to install a product that does not meet manufacturer standards. All glass is not the same. It did not matter as much pre ADAS. Now it is critical to the system functioning properly which is why Subaru and other manufacturers make that stipulation. This is not a comfort element but safety component.

Reactions: 3

Shaggs

· #79 · 7 d ago

packout said:
My point has always been that since Subaru requires OEM glass replacement per the sticker I posted in this thread, the Like Quality or Equivalent does not meet that standard for replacement. Just because the insurance company wants Like Quality or Equivalent does not allow them to install a product that does not meet manufacturer standards. All glass is not the same. It did not matter as much pre ADAS. Now it is critical to the system functioning properly which is why Subaru and other manufacturers make that stipulation. This is not a comfort element but safety component.

I agree as someone who buys only OEM or better parts for all my vehicles and I’m a firm believer that cars are designed with OEM parts and should get OEM parts. I have never seen any insurance company or states that dictate OEM only replacement unfortunately. You can buy additional OE coverage but almost all default to aftermarket. The best route is to have the dealer do it and submit for reimbursement and make sure everything is at list price.

Reactions: 1

packout

· #80 · 7 d ago

Shaggs said:
I agree as someone who buys only OEM or better parts for all my vehicles and I’m a firm believer that cars are designed with OEM parts and should get OEM parts. I have never seen any insurance company or states that dictate OEM only replacement unfortunately. You can buy additional OE coverage but almost all default to aftermarket. The best route is to have the dealer do it and submit for reimbursement and make sure everything is at list price.

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