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April 10, 2025 — A Massachusetts driver has finally recouped $486 after a Safelite windshield replacement error knocked out her Volvo’s advanced safety systems, a situation that dragged on for months until a local consumer advocacy team intervened.
Meg Burke brought her Volvo to a Safelite shop in June for a routine windshield replacement after a rock cracked the original glass. She paid her $750 insurance deductible and waited for the fix. But the first attempt left a long crack on the new glass—the result of shattering during installation. Safelite technicians told her they couldn’t redo the job immediately because the adhesive used needed time to cure; removing the glass too soon could damage the interior.
Several days later, the Safelite team replaced the windshield again. Within 12 hours, Burke’s car began flashing warning lights for every safety feature: lane departure warning, forward collision alert, and driver attention sensors all failed. The dashboard instructed her to take the vehicle to the dealership.
At the Volvo dealership, a diagnostic video showed the root cause: the replacement windshield had not been properly leveled. The camera and sensor calibrations, essential for the car’s suite of safety systems, were thrown off. The dealership charged $486 to re-level the windshield and recalibrate the sensors. Burke believed Safelite should cover that cost, given the installation error.
She called Safelite multiple times over two months, asking for reimbursement. Each time, she was told the company would investigate—but received no check. Frustrated, she reached out to WBZ-TV’s I-Team Call for Action, a consumer help line.
The I-Team contacted Safelite directly. Within a week, the company issued a refund. A spokesperson said the case “was immediately investigated” and that a team member confirmed Burke’s mailing address and sent a reimbursement check. Burke said she received the check and her car is now safe.
“I’m obviously a big fan of yours and reached out to you immediately. From hearing from you they did right by me,” Burke said.
Most modern vehicles—especially those with advanced driver assistance systems (ADAS)—require precise sensor alignment after any windshield replacement. The cameras and sensors are often mounted behind the glass and rely on exact positioning relative to the car’s body. A misaligned windshield can cause false alerts, system failures, or even dangerous driving behavior.
According to industry experts, recalibration can be done in two ways: dynamic (driving the car on a straight, open road so the system self-aligns) or static (using specialized equipment in a shop). The Volvo in Burke’s case required a static recalibration, which often costs between $200 and $600 depending on the make and model.
Consumers should always ask the auto glass installer whether the quoted price includes recalibration. Many chains, including Safelite, offer recalibration as an add-on service. If the shop fails to install the glass correctly, the customer may be left paying for a second fix—as Burke experienced.
The I-Team’s Call for Action can be reached at 617-787-7070 or wbzcallforaction@cbs.com.
