Aloha Pools & Spas of Paducah

I am rejecting this response because:First of all, Executive Services indicated to me that they have no ability to assist in this matter, and have consistently referred me back to the same repair shop that is now refusing to communicate to meI was not advised to take pictures of the damage prior to this pointHowever, this is clearly another attempt to unjustly pass responsibility back to the customerThe windshield in question was replaced by a local competitor's shop shortly after my adverse interaction with SafeliteThe unhelpful and disingenuous responses I am receiving from you are very indicative of Safelite's customer serviceThis is exactly what I have come to expect from this company Regards, [redacted]

What proof do you have something had hit my windshield?!?! You have noneOn the side note, I did let you know about the defects in the windshield less then hours of noticing them.The Windshield is part of the materials used to do the jobAny material used is covered in a Lifetime Warranty, PERIOD!.If you do not honer your Lifetime warranty, you give me no choice but to alert the local and national media about your shady business practicesI am going to tell them the company refuses to honer there customers Lifetime warranty and by doing so, charging more money to the customers (like me) who already have lifetime warranty to get there car glass fix or replace, AGAIN? ? I will take you to small claims court.File an complaint to the police!? ?

I am rejecting this response because: they should not have made an appointment for my car without speaking to meThe appointment date and time was highly upsetting and inconvenient.? I have not spoken to my representative from SafeliteSeveral messages have been left ? for Lori W [redacted] but she does not return my callsI asked for a? manager and was on hold for a very long time until I hung upAt this time, they are not acting in good faithTherefore, I am seeking a monetary resolution so that I can have the car repaired at my convenience? The incident occurred on July 11th and it's August 11th, and it is not resolvedThis is unacceptableThe issues are poor workmanship, and poor customer serviceThey damaged my car installing the windshieldIt wasn't part of the windshield installationAll the rubber around the windshield is offThis windshield is unsafe.? Regards, [redacted]

Good Afternoon, I'll make a long story as short as possibleI have attached a screen print of what Ms [redacted] is trying to point outOur work order numbers are recycled over timeWhat happened in this case is when Ms [redacted] 's claim was first entered our system assigned the work order number 01812-Unfortunately, in another customer's job was assigned that same work order numberWhen our scheduling system encounters this it will combine some information from the current job and some from the previous jobIn this example, Ms [redacted] 's vehicle information is reflected but the customer's name and billing information is reflected When our shop attempted to confirm the order by phone, they found that there was incorrect information on the work order and obtained the correct information for Ms [redacted] I'm not sure if Ms [redacted] is claiming that we shared her information with our customer Jessica Liccardo, but that didn't happen I hope that helps to clarify this correspondenceIf there are any other questions, please let me know In addition, I have attached the amil confirmation sent to Ms [redacted] that states her insurance coverage hasn't been confirmed and she may be required to pay for the work if it is completed before we receive verification of coverage

Dear Mr***, I'm sorry that your rain sensor isn't workingAs we have previously stated, Safelite did purchase a new rain sensor and install it in your vehicleThe fact that installing a brand new part didn't correct the issue is an indication that there is some other reason that the rain sensor isn't workingWe have also previously stated that we need something dated after June 10, from the dealer stating why and how Safelite is responsible for the nonfunctioning? rain sensor before we would even consider taking another look at your warranty requestTo date, we haven't received anything At this point, there is nothing more we can doOur position will not change unless we receive some new information that warrants further review

Dear Mr [redacted] , I’m very sorry that it took such a long time to receive the correct dealer parts for the windshield replacement on your Ford ExplorerIn reviewing our records, it appears that on at least one occasion we received a windshield that was damagedAlso, it appears that either the windshield or the moldings needed had been on backorderI’m glad that we were able to get the parts installed for you and everything appears to be satisfactory We do have notes that you had requested some sort of compensation for the inconvenienceA gift card was mentioned but nothing specific about the amount or who was going to arrange thatAs a courtesy, we would like to send you a check in the amount of $50, rather then sending you a gift cardWe would like to verify your mailing address with you before we request the checkOnce the check is issued you should receive it in about 7-business days Again, I apologize for the inconvenience and frustration you have experiencedPlease contact our Executive Service team at ###-###-#### to provide your mailing address and we will issue the $checkWe do appreciate your business at Safelite and wish you all the best during this holiday season

Dear Mr [redacted] ,I’m very sorry for the miscommunication about the amount due for the windshield repair we performed on your Toyota SiennaI do see that you paid the amount due on August 15, At that time [redacted] should have been notified to discontinue all collection actionI have reached out to our billing department to have this rectified [redacted] will be contacted and you will likely receive an email to confirm this action.Again, I apologize for the issue and the inconvenience you have experiencedIf you have any additional questions or concerns, please feel free to contact us at ###-###-####, opt #then opt #

Hi,I had filed a complaint against SafeliteThey said they would refund my moneyI still haven't gotten the checkI would like your help ingetting them to honor that promiseMy case number is [redacted] .Thank you, [redacted]

Dear Ms [redacted] , I’m very sorry that our attempt to repair the windshield damage on your Jeep Grand Cherokee has cracked outWhile we do have a very high success rate with our repairs, there is no way to determine with any degree of certainty how the already damaged glass will react to the repair processAs our technician advised you we do provide a guarantee for our repairsOur money back guarantee states that our repairs will not crack further, or, we will credit the cost of the repair to the cost of a replacement windshieldIf the insurance company paid for the repair, they would receive the creditI have attached a copy of our warranty, which includes our money back guarantee for repairs As a one-time courtesy, Safelite will replace your windshield at no cost to youI apologize that the repair policy wasn’t made completely clearAlso, I thank you for your loyalty to SafeliteWe would like to be able to make things right and be your preferred glass provider if you require service in the futurePlease contact a member of our Executive Service team at ###-###-#### to schedule a no-cost windshield replacement

Dear Mr [redacted] , Thank you for your patience as we researched this issue and listened to some recorded calls between you and members of our Executive Service teamSafelite's opinion is that our technician wasn't responsible for the damageThe wrap was applied over the edges of the moldings around your windshield and upon removal of the moldings the damage was inevitableHowever, one of the members of our Executive Service team did lead you to believe that we would cover the cost of the repairsTherefore, we will honor that We did receive both estimates and we can offer you two optionsYou can have the work done by either vendor and Safelite will pay them for the workThe second option is to issue a check to you for the repairs based on the lower estimate, have you sign a release of liability and you can have the work done at your convenienceOnce you have decided which option you prefer, please let us know and we will move forward If you have any additional questions or concerns, please feel free to contact us at ###-###-####

I’m very sorry to hear that you aren’t happy with the windshield installation on your Honda RidgelineIn checking with the Safelite location in Mesquite, TX; it is our understanding that the vehicle was brought in for a windshield replacement by another family memberThere was no request for Original Equipment to be quoted or installedWhat we and any other glass provider stocks is aftermarket glass which is of like kind and quality which is what was installed on March 21, On March 22, our Executive Service team was contacted about the molding being wavyA representative offered to schedule a warranty appointment to correct the issueAt that time, you requested Dealer glass and moldings but didn’t wish to pay the additional amount for those partsOur representative explained that we could schedule a warranty appointment if there were any defects in the materials or workmanshipAccording to our notes, there is no issue with the glass, you aren’t having any air leaks or water leaks or any other issue that would require replacing the windshield Again, I apologize that it wasn’t made clear to our shop that you wanted Original Equipment partsWe would be happy to order those parts for you and install them but you would be responsible for the additional cost of those partsIf you would like to schedule a no cost warranty appointment due to the wavy look of the molding, please give us a call at 1-866-212-

Dear Mr [redacted] ,I apologize for any misunderstanding regarding the amount that our field management team agreed to reimburse you for down time while your truck was being repairedThere was never an agreement to reimburse you for weeks of down timeEach time you contacted either the Executive Service team or a member of the field management team, you were advised that we would only reimburse you for week of down timeWe do have notes that you spoke with a member of our Executive Service team on August 17, In that call you stated you received an email from Derrick stating that we would not reimburse you for a 2nd week of downtimeYou replied that you would contact an attorneyYour attorney suggested you contact Safelite again and see if you could discuss this with Derrick's manager.Your request has been thoroughly reviewed by the Store Manager, Operations Manager and Division Manager to whom Derrick reportsThey are all in agreement that we will not compensate you for an additional week of down time because the repairs done by the shop of your choice took an additional week to completeThe repairs were to be completed on August 13, and we were advised that you picked up the truck on August 22, As a courtesy we paid for the repairs in the amount of $as well as reimbursing you week of down time in the amount of $Safelite will not agree to any additional compensationOur position will not change regarding any additional compensation

Dear Mr [redacted] ,I’m very sorry that our attempt to repair the windshield of your [redacted] Prius resulted in the windshield requiring replacementWhile we do have a very high success rate with our repairs, there is no way to predict how the already damaged glass will react to the repair process I understand that you were advised of our money back guarantee if the repair isn’t successful or if you don’t like how it looksDue to your overall experience, we’re making an exception in your case.We have an appointment to install a new windshield for you on Saturday June 17, The time frame for our technician to arrive will be 8:00AM to 12:00PM at your work location in [redacted] **The replacement will be at no cost to youAgain, I apologize that the repair wasn’t successfulWe do appreciate your business and your understanding

I am rejecting this response because: Your response is a complete fabricationI am not an expertFord told you the module was damaged, you were the only person who worked on my vehicleI drove it in with no lights on and when I drove the car out the light was onYou accepted the responsibility when you told me to bring the car back and you would take everything apart again, check all the connections you disconnected and repair the airbag lightYou brought me in your shop garage when my car was taken all apart showed me the plugs leading to the airbags and told me yourself you unplugged the connections to the airbag, but assured me you plugged everything back the way it was and you couldn't believe the airbag light was still onYou told me you did a hundred of them but couldn't figure it outThen to get rid of me you sent me to FordThey diagnosed low resistance in the wiringThey didn't check every small wire you touched and every connection, they simply did a minor inspection to see what the code wasThey are not clairvoyants, they will not say you caused it but the simple fact is you were the only one who touched my vehicle and the light turned on after you touched my vehicle You are responsible for the damage you caused on my vehicleYou lied to me and told me to go to Ford have the car diagnosed and you would take care of itThis is a terrible way to do businessYou thought it was something minor so you assured me no problem safelite will take care of it until you heard the damage was then Eddie the manager disappearedAgain bad practiceI am not going away ! This is gross negligence on safelites part Regards, [redacted]

Dear Mr [redacted] , I’m very sorry to hear of your issuesI would like to verify some informationIs this regarding a windshield replacement for your [redacted] Silverado with the license plate number of [redacted] ? If so, I have attached a receipt showing that we did replace the windshield on October 13, Our records show that you did agree to pay an additional $for a premium appointment timeBecause of the missed appointment on October 12th, a discount of $was added to your work order to cover the premium appointment charge and an additional amount for your inconvenienceA $discount was included in your original quote as listed on the attached receipt dated October 13, At this time, our records indicate that we completed the work that you requested and we compensated you for the missed appointmentIf any of this information is incorrect, please let us know by calling our Executive Service team at ###-###-####

I reviewed the response made by the business in reference to complaint ID 11703856, and find the resolution is satisfactory to meRegards, [redacted]

Dear Mr [redacted] ,I’m very sorry that the chrome part of your windshield molding was damaged when we replaced the windshield on your Ford F Series pickupIn reviewing the details of this ongoing issue, it appears that you did receive our reimbursement check in the amount of $for the cost of the chrome trim that you purchased Due to the unique nature of your vehicle and the fact that we were not able to complete the work to your satisfaction, Safelite feels that your best interests would be served by having the installation redone by a company that specializes in glass installation for vehicles such as yoursFor that reason, we have offered to refund your insurance company what they paid us for the glass installationThat would allow the same claim to be reassigned to another glass provider that is experienced in replacing glass on classic vehiclesWe did reimburse you for the damaged chrome trim and the installation would be done by whatever glass provider you chose to redo the job for you as part of your claim.We do believe that having a different glass company of your choice redo the entire installation is in your best interestIf you would like to discuss this further, please call us at ###-###-####

Dear Ms [redacted] ,I’m very sorry for any misunderstanding regarding the recalibration needed after the windshield was replaced on your KIA OptimaWhen the work was scheduled, the system prompted to add a line item for the required recalibration along with the cost of the recalibration Unfortunately, until the technician attempted the recalibration, we had no indication that it would need to go to a dealerHad the technician been able to perform the recalibration, the cost would have been included on our invoice to your insurance providerIt’s my understanding that the technician did let you know that the dealer would need to perform the recalibration and your insurance company would cover the cost.Safelite is unable to include the cost of recalibration on our invoice when it needs to be done by a dealerThe dealership would provide their own invoice for the workInsurance companies are unable to pay different providers on the same claimTherefore, you would need to pay for the recalibration and submit the paid receipt to the insurance companyThey would likely pay for a rental vehicle but you may need to follow the same process for reimbursementHad you chosen to have the installation performed by any other in-network glass provider, you still would have needed to take it to the dealer for recalibrationHad you chosen to have the installation and recalibration performed at a dealership, you would have been advised that you would need to pay the full amount out of pocket and seek reimbursement from insuranceDealerships don’t agree to the rates that the insurance company will pay and they require payment from the customer.I do apologize that the process of recalibration and having insurance pay for it is causing you inconvenience and frustrationI assure you this wasn’t intentional

Dear Ms***,I’m very sorry to hear of these issuesI will need some additional information in order to locate the work that Safelite did for you and assist you furtherCould you please provide the original work order number, the phone number under which I could locate the work, the full name of the person or business the work was done for, and the last digits of the VIN?I haven’t been able to locate the work under the phone numbers that were provided to the Revdex.com, the email address provided, or your nameIF you need immediate assistance, please contact our Executive Service team at ###-###-####

Dear Mr***,I'm very sorry that you weren't advised of the need for and the additional cost of recalibration for the windshield on your Lincoln MKSThe vehicle information and part number have been forwarded to our IT team for reviewWhen a recalibration will likely be needed, our system should prompt scripting by a representative (or on screen through our website)While you may not be provided the exact cost of the recalibration as it varies, a disclaimer should be provided with an indication that the total price may change.Because you weren't provided with the information prior to the service, we are refunding the additional charge of $back to your credit cardYour bank or credit card company should return the funds to your account in about 3-business days.Again, I apologize for this errorI assure you this wasn't intentional nor is it consistent with our business practices