Aloha Pools & Spas of Paducah

Dear Mrs./Ms [redacted] ,I am very sorry for the inconvenience and lack of communicationWe wish we could've retained your business.? I? did? look over your work order and saw that the provider was switched over to Advanced Auto GlassWe have not done the work so we cannot charge youYou would only be paying the current shop? your $deductibleIf there is anything else we can do please let us know? Sincerely, [redacted]

Dear Ms [redacted] ,I’m very sorry that there was damage to the cowl and trim when our technician replaced the windshield of your Ford Mustang CoupeThe local Safelite manager acknowledges that we are responsible for the damageI understand that the cowl has been replaced but the manager needs to purchase the windshield washer fluid line that wasn’t included with the cowlAs soon as he receives that he will be in touch with you.It is my understanding that the manager has been in contact with you about the trim that was damagedWith a unique vehicle such as ours, replacement parts can be difficult to locateThe part that is needed is no longer being manufactured and we haven’t been able to find it to purchase for youWe are continuing to search for the needed part online and through salvage dealersAt this time, we are unable to locate it after hours of searchingWe will continue to attempt to locate this part for you but if you have any additional local resources that could provide an estimate, we would be happy to receive that from you.Again, I apologize for the accidental damage and the difficulty we are having in locating the correct partsOnce we determine if we will be able to provide the needed part, we will contact you about fair compensation for your trouble

Complaint: [redacted] I am rejecting this response because: This incident has been much more of an inconvenience to me, it has been somewhat of a hardship I called many different companies for quotes who told me upfront that they could not fix our window due to it being a convertible I was thrilled when I called your company & you indicated you could take care of it knowing it was a convertible You provided me a price for it, a convertible was listed on all the email confirmations which I received, a convertible was mentioned in the several phone conversations I had with you and then you call me the day you were suppose to fix it (days later) to tell me that you cannot fix it because it was a convertible & refer me to a salvage yard? I just don't understand that And then to offer to plastic wrap it for me so I wait around for over hours for you to come to my house to do that and you call me over hours later to tell me you can't do that because it is a convertible You knew it was a convertible, why would you offer? If I just would of know that you couldn't fixed it from day one, I would have my car right now Instead, I did find a trim & upholstery auto parts shop that can fix it but they have to order the window so it will be another 4-days before they will be able to fix it So now, I have to go through the hardship of not having my vehicle for an additional 4-days and I will have to take another day off of work in order for this other company to fix it As you can see, the result of your error has provided me with much more of an inconvenienceIt has cause me a hardship of missing a day's work and being without my vehicle for days I feel your apology and offer of $does not make this situation right for the error which your company made and the hardship it has put me through

Dear [redacted] ***,I’m very sorry to hear that the windshield repair we performed on your Ram Pickup cracked out when you went over a potholeWhile we do have a very high success rate with our repairs, there is no way to determine how the already damaged glass will react to the repair process Windshield repairs are an attempt to prevent or at least delay the need to replace the entire windshieldThe outcome of a repair is affected by many factors, including but not limited to: - The age of the damage - The size and location of the damage on the windshield - Glass is a sensitive and unpredictable materialSafelite does provide a money back guarantee for windshield repairsIf the repair does fail, Safelite will credit the cost of the repair back to the original paying party and the replacement is either subject to your Comprehensive insurance deductible or it would be an out of pocket expenseI have attached a copy of our entire warranty and I have included the information from our website about the guarantee for windshield repairs.Windshield repair warranty (from [redacted] )The repair process involves the injection of special adhesives into the damaged part of the glassThe degree of success of each repair is a function of several variablesThe best results are obtained when the damage is recent, the point of impact small, the cracks around the damaged area are small, and there is not moisture or other foreign matter in the damaged area.In some cases, the attempt to repair a windshield can result in the chip or crack becoming larger, and we are not responsible for such damageOur windshield warranty works as such: if you are dissatisfied with the repair, we will credit the cost of repair toward replacementIf your insurance company paid for the repair, the insurance company will receive creditWe guarantee that the repaired portion of the windshield will not crack further and that the repair will pass any state vehicle inspection, or we will credit the cost of repair toward replacementThis windshield warranty applies as long as you own or lease the vehicle on which the repair was made and is not transferable.While we are unable to provide a windshield to you at no charge, we will be happy to work with you to provide a replacement at the best price possiblePlease give us a call if you would like to get a quote for a windshield replacement

Dear Mr***, Thank you for your replyA request to credit the full amount paid for the repair is being submitted todayYou should see the funds in the account in about 5-business daysIf you have any further questions, please feel free to contacct our Executive Service team at 1-866-212-

Dear Ms [redacted] , Thank you for providing the estimate for the door panel on your Ford EscapeIn reviewing everything we have on file, Safelite is will to cover the cost of the door panel replacement as a courtesyThat amount is $392.88, per the estimate you submittedBecause the part is no longer available, we would be able to send you a check in that amount after you sign a Release of Liability The Issue of the regulator is a different storySafelite is not accepting liability for the damage to the regulatorThere is no indication on the estimate that the damage is related to anything that Safelite didWe consider the regulator damage to be wear and tearThe driver’s window is generally the most used on a vehicleThe mechanism inside the door can receive damage when the glass is broken or over time, it may experience wearOur technician did not “force” the mechanism at any time during the installationHe did have to raise it and lower it multiple times using the button on the door but that would not cause any damage to the window regulator or motor I apologize for the delay in responding to your concernsOur position not going to change regarding the regulator and we are willing to pay for the door panel, as a gesture of courtesyPlease feel free to contact our Executive Service team at 1-866-212-with additional questions or concerns

Dear Mr***,I'm so sorry that you weren't contacted about the failed windshield repair on your [redacted] RegalI can understand your frustration due the damage spreading and then to be promised a call from a manager and not having that happen.While Safelite does have a very high success and customer satisfaction rate with our windshield repairs, there is no way to predict with any certainty how the already damaged glass will react to the repair processTherefore we do provide a money back guarantee on our repairsIf a repair cracks out or just isn't satisfactory, Safelite will credit the cost of the repair toward a windshield replacement with usIf the insurance company paid for the repair, the credit would go back to them and the replacement would be subject to any comprehensive deductible on the customer's insurance policyA copy of our warranty is attached for your review.Because the replacement cost of your windshield is less than your $deductible, you would incur the full cost of the replacement out of pocketWe would like to work with you to provide a windshield replacement at the best price possibleAgain, I apologize that your windshield now requires replacement and that you weren't contacted by a manager as promisedPlease feel free to contact your local Safelite shop for a quote or contact a member of our Executive Service team at ###-###-####

Dear Mr [redacted] ,I have been in contact with the Safelite management team in your areaAfter verifying the damages to your vehicle and reviewing the estimates provided, we are willing to accept responsibility for the damages that our work causedAttached is the estimate you provided for the aftermarket windshield replacementI will elaborate on what we will be responsible for, what we won’t pay for and the reasons.? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Line#2? ? Replace the windshield? ? ? Part:? 324.10? ? ? ? ? ? ? ? ? Labor hours @ = 193.05? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Line# 7? Interior Detail (Sublet)? ? ? ? ? ? ? ? ? ? ? ? ? ? ? 125.00? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Subtotal? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? 642.15? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Sales Tax @ 6.875%? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? 44.15? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Total? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? $the amount we are willing to cover.We will not pay to remove and reinstall the headlinerThe stain is very small and should not require removal of the headlinerRemoval of the headliner could cause more damage, for which we would not be responsible.We will not pay to inspect the air bagThe air bag light is not staying onIt comes on as IT should when you start the vehicle and then goes outThis indicates that the airbag system is working properly.When the windshield is replaced, it will include remove all the urethane so there should not be an additional amount charged for that.We will not pay to diagnose the service engine lampThis indicator is also not staying lit so there is nothing to diagnose.We will not pay for the Butyl Glass kit as butyl is no longer legal or safe to use in glass installationsWhile we are more than willing to pay to have the necessary repairs made, we are not willing to pay for “possible” issues or issues that don’t currently existIf you have any additional questions or concerns, please feel free to contact our Executive Service team at ###-###-####

Your tech asked for help, and me assuming he knew what he was doing didNormally if someone comes out to do work on your house, and asks you to help them you'd help them, if the project is messed up you sue them amd get money back, and I am guessing tell others not to use that companyYou're telling me O have to sign a document saying not to tell anyone about my experience with SafeliteI will not let someone else go through the same crappy service as what your company did to my car and how you have treated meThe money needs to be refunded...and you need to revamp your customer service, safelite damaged my car and is not doing anything but blaming me for helping when asked to and saying it is my faultIf that is how you operate, I do not see why you are still in businessYes my door had a dent at the top, and base of window track, that fid NOT stop my wondow from rolling up or down, or door from shutting and sealingNor did it cause a bend in my door frame enough for me to stick my hand throughI want my money back, amd not I will not sign anything stating that I will not speak about the services recieved Regards, [redacted]

Dear Mr***, I’m very sorry to hear that our attempt to repair the damaged windshield on your Toyota Camry has failedWhile we do have a very high success rate, there is no way to determine with any certainty how the already damaged glass will react to the repair processUnfortunately, once an area has been repaired, it can’t be repaired again and replacement is the only optionSafelite does offer a money back guarantee with our repairs which is explained in the warranty information attachedTo summarize the guarantee: if the repair fails or if the customer is just not happy with the appearance whoever paid for the repair will be credited the cost of the repairThe replacement would be subject to any comprehensive deductible on the customer’s policy or it would be an out of pocket expense Again, I apologize that the repair wasn’t completely successfulPlease feel free to contact our sales department at ###-###-#### to see if there are any promotions in your area that may reduce the out of pocket expense for youSafelite does appreciate your business and we wish you the best during this holiday season

Dear Mr [redacted] I'm very sorry that there was damage to your Ford FPickup after we replaced the windshieldI have checked with our legal team and they won't agree to any changes to the Release of LiabilityI don't have a copy of the repair estimate, nor was I able to locate the unsigned copies of the Releases that you were sentTherefore, I have included a generic version of the release that we would need you to sign in order to pay you directly for the repairsSome language has recently been updated to resolve concerns or confusion about the customer's future rightsIf this form is acceptable to you, please let me know and forward a copy of the repair estimate through the Revdex.comYou will then be sent the ROL with your information for your signature and the dateOnce the signed release is received a check will be mailed to the address on the releaseYou would receive the check within 10-business days after the signed release is receivedIf you have any additional questions or concerns, please call us at ###-###-####

Dear Ms***,? I’m very sorry to hear that the driver’s door glass shattered on your Honda AccordI’m relieved to know that you weren’t injured but I’m sure it was frighteningOur National Lifetime warranty doesn’t cover spontaneous breakage of tempered glass, such as door glassIn the majority of cases, something hits the glass and causes it to shatterIf there had been previous issues such as the glass being off track or going up and down more slowly than before, it could possibly an issue covered by our warranty.? What we would like to do as a one-time courtesy, is to provide the door glass replacement at no cost to youAs a gesture of customer satisfaction, Safelite will absorb the full cost of the replacementPlease contact our Executive Service team at ###-###-#### to schedule an appointmentAny representative will be able to assist you, just provide your phone number and all this information will be available.? Again, I apologize for your experienceWe look forward to assisting you with a door glass replacement

Complaint: [redacted] I am rejecting this response because: I did receive the checks as Safelite discusssedThe reason that I rejected their response was to offer further comment that a truly customer-service oriented company would never have let this issue drag out and escalate to the degree that this one did requiring filing of complaints

Dear Ms [redacted] , I am very sorry for the damage that was caused to your Audi AOur notes show that we are accepting responsibility for the damagesWe have ordered the rearview mirror and bracket that is needed to resolve this issueMy notes indicate that a technician is scheduled to come out today Again I apologize for the inconvenience regarding this matterIf you have further questions or concerns please feel free to reach your local Safelite Shop or you can contact our office at 866-212- We appreciate your business with Safelite AutoGlass

I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to meRegards, [redacted] I will go to ford and see what they want to do and get a price for them to replace vent and see what the they can do with the dash and the felt on the molding between the front wind shield and the drivers side windowI will get back to you on the price***

I’m so sorry that the repairs to the windshield of your Ford Flex were not to your satisfactionWe do provide a money back guarantee for repairsWhat that means is that we will credit back the paying party for the repair and the replacement is subject to any comprehensive deductible on your policyIt appears that you have a $deductible so if the cost of the windshield is less than your deductible, you will only be responsible for that amountI have attached a copy of our warranty which includes our policy on repairs Regarding any scratches on the windshield, we have inspected the vehicle and our repair technicians don’t use or carry any type of tool that would be capable of causing scratches to the windshieldTherefore we aren’t accepting any responsibility for that If you would like to schedule a windshield replacement, please feel free to contact us at ###-###-#### and we will work with the shop to provide the best price possibleAgain, I apologize for the unsatisfactory repairsWe do appreciate your business and would like the opportunity to provide you with a quality windshield replacement

Every time I was given the price on the phone I would receive an email with a higher priceThe originally quoted price was and some change (I think it was 354.52)Then I got an email confirmation saying it was $I called back in and was given the price againI then received an email saying it was $When I called back in again I was told that Safelite could not go as low as I was previously quotedPlease review the audio of the calls to better understand whats going onLet me know what the exact amount was in the audio, 354.??And let me know if you will honor that.The original call was made on 03/28/around 10:00am

Dear Ms [redacted] ,I'm very sorry that you were charged for windshield wipers that you didn't receiveA request to credit the $back to your Master Card was submitted on September 15, but was never processedI have attached a copy of the credit that was issued on October 3, It generally takes 3-business days for the credit to appear in your account.I do apologize that it took so long for this error to be correctedYour patience and understanding are greatly appreciatedIf you have any additional questions or concerns, please feel free to contact our Executive Service team at ###-###-####

Dear Ms [redacted] , I’m very sorry to hear that you aren’t satisfied with the windshield installation we preformed on your Ford TaurusA member of our Executive Service Team spoke to you on July 20, but you were out of the countryYou did request that our representative contact you on July 23, at about 4:00pmShe will contact you to discuss your concerns at that time Thank you for your business and we look forward to speaking with you to resolve your concerns

Dear Mr***,I'm very sorry there is a new crack in the windshield of your Honda AccordOur technician did locate an impact point that caused the crack which isn't covered under our warranty.As a courtesy, we are offering to replace the windshield at no cost to youPlease contact us at your earliest convenience at ###-###-#### to scheduleWhen you do call us, please reference work order number [redacted] I do apologize for the delay in responding to you