Aloha Pools & Spas of Paducah

Dear Mr [redacted] ,I’m very sorry that some of the paint was chipped on your Pontiac GTO as we were preparing to install the windshield for youI understand that this car is very important to you and you are putting a lot of time, effort and money into restoring itI reached out to the Store Manager and to the Operations Manager to get more details about this issue.To begin with, the store manager and a veteran technician went out to install the glass for youBetween them they have about years of glass experience and we sent them to provide the best possible outcomeThere was no glass in the vehicle upon their arrival as you are restoring this classic carThe manager and technician agree that as they were installing the clips they caused or very small chips in the paint around the windshield installation areaThere are other chips both in the windshield installation area and the back glass installation area that they didn’t causeWe didn’t complete the installation of the windshield and we didn’t even attempt any work to install the back glassOnce the glass and moldings are installed the chips would not be visibleWe understand that not repairing the chips is unacceptable to you.We are willing to accept partial responsibility for the reasonable cost to repair the chipped areaYou provided a verbal estimate of $for the workWhen the Operations Manager spoke with you, he offered to send you a check for $He had received a few verbal estimates from reputable body shops in the area and was advised the $estimate didn’t seem to be in line with the work that is neededYou declined the offer of $750.Safelite is offering you a check for $as a settlement of this issueWe would like to see a detailed estimate for the repairs and we would ask you to sign a release of liability before we send you the checkIf you would like to accept this offer, please feel free to contact us and we will move forward

Dear Mr***,I’m so sorry to hear of the issues you have experienced due to the windshield replacement we performed on your GMC Sierra.We reviewed the calls that took place with a member of our Executive Service team to verify what information was providedI apologize that you were given some incorrect informationYou were advised that the technician that did the installation was a contractor and not a Safelite associateThat isn’t correctAll of our technicians are Safelite associates and they receive extensive training before becoming Safelite certified.Our representative also led you to believe that she could get the amount you paid for your installation refundedWhile she had no authority to do so, we will honor that statementWe will credit the entire amount of $back to the credit card provided at the time of servicePlease allow 5-business days for the credit to be reflected on your account.Again, I apologize for all the issues and the misinformationSafelite does appreciate your businessIf you have any further questions or concerns, please feel free to contact us at ###-###-####

Mr [redacted] , I understand your concerns and requestsAs a result of the recent challenges in servicing your vehicle glass needs, we are not in a position to perform future vehicle glass services for youWhile this is certainly regrettable, it is necessary Regards, Farren P***

This is very unacceptableThey did offer me back $.I am here today July and they are trying to put on this bracketAfter working on it for one hour with different people looking at it to discover that they put this window in three times and now the bracket is worn and now after waiting a hour they will have to replace the windshield for the forth timeThis is the most horrible experience I have ever experiencedI will never recommend or use Safelite againMy whole afternoon waistedI feel that they should have realized thisafter being removed three times that is bracket should have been replaced as wellI feel that I should be reimbursed more this have turned out to be months since March back and forth for one windshield.Thanks, [redacted]

Complaint: [redacted] I am rejecting this response because: I am not satisfiedIt make no sense that the technician would tell me that he was 100% sure the crack wouldn't spread and for me to now have the amount of damage I currently haveAlso, why would I pay progressive a premium every six month and they get refunded the money for a faulty repair while I am stuck paying out of pocket for a whole new windshield? The "courtesy" price for $to repair my windshield isn't a courtesy at allThe first response you sent to Revdex.com stated it was $and you would knock it down to now you're saying it $offI have found a reliable company to repair my windshield at a lower cost than you have offered and will have the repair completed once I return from sea

Dear Mr [redacted] ,Thank you for your patience as our legal team was reviewing your concernsIt has been determined that it makes much more sense to resolve this than go back and forth about the language in the Release of Liability.Therefore, if you could please provide a copy of the original estimate we will send you a check for that amount without the need to sign a releaseI regret that any previous copy of the estimate was not saved in our system and I'm unable to view itOnce I receive the estimate, the check request will be submittedPlease allow 10-business days to receive the check once the estimate is receivedThe check will be mailed to the address list on your Revdex.com complaint unless you specify a different mailing addressIf you have any additional questions or concerns, please feel free to contact us at ###-###-####

Dear Mr [redacted] ,? Thank you for your patience as we were looking at how to resolve this for you.? I understand that both a store manager and a customer advocate were in touch with you on Friday June 29thWe have ordered a replacement windshield from the dealer and you are already scheduled to have it installedThe OEM installation is expected to correct the issue with the camera.? Again, I apologize for the inconvenience and frustration you've experienced

I apologize that our previous response regarding the windshield replacement on your Kia Soul didn’t address all your concerns and wasn’t satisfactory I’ll attempt to address all your concerns as indicated in your rejection All aftermarket glass is made to the same specifications as the original manufacturer’s glassIt is required to meet the same Federal Motor Vehicle Safety standards for safety, light transmission, and structural integrityThere can be slight (usually not significant) variances in the tint and shadeband colors between manufacturers and between batches of glass from any manufacturer, including the original manufacturerOur records don’t indicate EXACTLY how the glass installed differs from the original glassIf you could provide specifics, we would be happy to address them You stated that the technician had “gone through your car”Specifically, that a sticker you had removed from your damaged windshield had been placed on the new glassA technician may do this as a courtesy to the customer if he or she believes that it most likely is needed on the new windshieldIn addition, some papers that had been on the floor of your vehicle were placed on the seatThis may have occurred so the technician didn’t step on them or get them dirty while working inside your vehicleI’m sorry that this was not acceptable to youIt was done in order to be courteous and not to invade your privacy The claim filed with your insurance provider didn’t specify that OEM or dealer glass was requested Your insurance claim indicated that your windshield should be replaced with one that was of “like kind and quality” as the originalThat is what your insurance provider agreed to pay for under the claimIf you would like OEM (KIA factory glass) it is likely more costly than the aftermarket glass that was installed in your vehicleIf your insurance provider agrees to pay for any additional cost, the claim can be changed to show that and we will order and install the glass with no additional cost to youIf your insurance provider does NOT agree to pay any additional cost for OEM glass, we could still order and install it for youAny additional cost would be your responsibility A member of our Social Media team received your first communication on October 27, After she verified that she was looking at the correct work order, she contact the Safelite shop prior to sending you a replyThat reply included the information that your glass claim didn’t specify OEM glass and you were informed by the local Safelite shop that the glass that we had available was aftermarket glassYou advised them that you needed the glass installed and authorized the aftermarket replacementThe Social Media representative also stated that we could order and install the dealership glass but your insurance provider would need to approve any additional cost and update the claim to reflect the changeWe received no reply from you and the file was closed after hours pending a response from youYou were sent an email survey at that time On October 29, we received a survey response from you that the issue was not resolvedOn October 31, our notes show that a representative attempted to contact you at the only phone number we have on file for youAt approximately, 11:AM eastern time the representative left a message with our contact information so that we could discuss the issue furtherAs of November 4, we had not received any additional correspondence from you and the file was again closed As previously indicated, we strive for customer satisfactionWe do appreciate your business and would like to discuss this further and reach a satisfactory resolutionPlease feel free to contact us at ###-###-####

Dear Ms***, I’m so sorry to hear of your negative experience while attempting to get replacement windshield wipers and some damage repaired to the windshield of your [redacted] The behavior you described is unacceptable and not how any Safelite associate should treat a valued customer such as yourselfPlease accept my deepest apologies In checking our records, I do see that both the Safelite shop manager and the District Manager are aware of your concerns and this is being addressed with the individual technicianI want to assure you that this will be dealt with in the most appropriate manner by the technician’s management team Again, I apologize for the treatment you receivedWe do appreciate your business at Safelite and hope to be able to assist you furtherIf you have any other questions or concerns, please feel free to contact our Executive Service team at ###-###-####

I’m very sorry that our attempt to repair the damage to the windshield of your Hyundai Sonata wasn’t successfulAlthough 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 As a one time courtesy, we have agreed to replace the windshield at no cost to youWe have an appointment scheduled for a technician to replace your windshield tomorrow, August 10th, between 8AM and noonYou will owe nothing for the replacement Again, I apologize that the repair wasn’t successfulAlthough our technician did nothing wrong to cause the glass to crack out, we appreciate your business and want to keep you as a customerIf you have any questions, please feel free to contact us at ###-###-####

Dear [redacted] ***, I’m very sorry that the rattle continued after we replaced the door panel on your GMC SierraOur records show that you had the issue corrected by your local dealer and we are reimbursing the amount you paid for the workYou should receive a check in the amount of $within 7-business days If you don’t receive the check by May 5, or if you have any questions at all, please contact our Executive Service team at ###-###-####

Dear Mr [redacted] , ? I’m so sorry to hear about the long list of issues related to the installation of a windshield on your Toyota TacomaIn researching your concerns I’ve been in contact with the Safelite store manager and requested any recorded calls between you and Safelite representativesUnfortunately, you created your work order through the Safelite website and subsequent conversations were almost exclusively with the Safelite shop personnelThe shop phone lines are not recorded ? Regarding OEM parts, we have no record or documentation of your request for OEM partsThe work order reflects the aftermarket parts that were installed on your truckIf you want OEM parts installed, there would likely be an additional cost involvedThe price you paid was for aftermarket parts, not OEM ? Regarding the urethane spots and the rain channels, the Safelite manager in Portland has attempted to reach you by phone and email to set up a time to inspect the issuesSafelite does provide a nationwide lifetime warranty on the materials and our workmanship for as long as you own your vehicleAnything caused by our installation, we would fix at no cost to you ? Again, I apologize for the technicians appearing rushed and not addressing your concerns more professionallyWe do appreciate your business and we want to correct any deficiencies in our workIf you would like to schedule a no cost warranty appointment to have your vehicle inspected, please feel free to contact the Executive Service team at ###-###-####

Dear Mr [redacted] , I’m very sorry for the issues you have had with the rear defroster and the washer fluid on your Dodge DurangoIn reviewing your file, we had a technician look at your vehicle on August 20, Upon inspection, our technician found no cut or crossed wires that would be causing the issuesYou advised us that you would be taking the vehicle to a body shop to have the wiring checkedAt this point we have had no further contact with you about the rear defroster or the washer fluid We believe that because our technician found no damage and we have heard nothing from you since August 20, 2015; that this has been resolved and Safelite is not responsiblePlease feel free to contact our Executive Service team at ###-###-#### with additional questions or concernsSafelite does appreciate your business

I reviewed the response made by the business in reference to complaint ID [redacted] , and find the responses very satisfactoryNancy Steen was the contact person and she was very helpful? I'm very happy that she decided to replace my window free of charge

The door shut and sealed before the safelite tech put the window inI can pull video of your tech bending my door frame if neededThe door and window opened and close just fine and sealed fine before ypur tech came and bent my frameI am not signing a release of liability to make me be quiet as to the bad service I gotI want the money refunded to my accountNot signing and having notarized a letter to release Safelite from negligent/incompetent damages to my carRefund my money and I will go else where to fix your mistakesThough it should be your responsibility to fix what you messed up Regards, [redacted]

Dear Ms [redacted] ,I’m very sorry to hear of all the issues that you and Mr [redacted] have experienced since we replaced the windshield on his Toyota Tacoma pickupIn speaking with the Safelite location on Thursday May 4th, it appears that everything is already being resolved to Mr [redacted] ’s satisfactionHe was able to pick up his vehicle on Wednesday May 3rdHe intends to have the windshield replaced by another providerHe is signing a release of liability which will allow us to credit the entire amount paid for the work, $363.60.Once we receive the signed release the refund will be credited to the card used as payment at the time of servicePlease allow 5-business days for your financial institution to acknowledge and reflect the credit into your accountIf you have any additional questions or concerns, please feel free to contact us at ###-###-####

Dear Mr [redacted] ,I'm so sorry that you didn't feel confident in Safelite's follow throughI did verify that we received the windshield and it was installed in your vehicle todayMy understanding is that everything went wellIf you do have any further questions or concerns, please feel free to contact us at [redacted] Safelite does appreciate your business

I’m very sorry to hear of the issues after we replaced the windshield on your Chevrolet CobaltWhen we were first contacted about the windshield damage on August 21st, it was requested that we file a comprehensive claim with your auto insurance providerWe were unable to verify coverage at the time of the call so our verification team reached out to your auto insurance providerThe cause of the loss was documented on the claim as an object thrown at the windshield while a neighbor’s lawn was being mowedThe windshield replacement was scheduled for mobile service on August 28th.We heard from your auto insurance provider on August 22nd and we were advised that you had no comprehensive coverage on this vehicleTherefore you would be responsible for the cost of the windshield replacementYou did receive the benefit of receiving your insurance provider’s rate with no additional cost for mobile service and no disposal fee.When you completed the customer satisfaction survey, you did advise of the broken glass in the vehicle and lack of contact after the technician completed the workIn addition, you stated you weren’t advised of the cost of the work prior to the technician’s arrivalI do apologize for these issues and your inconvenience.In speaking with the Safelite location manager, he stated he wasn’t aware of your complaint about the technician providing information to a third party about the glass damage prior to your complaint to the Revdex.comOur technicians would have no way of determining how the damage occurred or who would be responsibleA technician would have no way to speculate about whether the damage might be due to something a customer did, only that something struck the windshield.If you could provide official documentation from the responsible party that they are refusing to pay for the damage due to what our technician said, including what our technician said; we will be able to look further into thisAt this time, we are denying your request to refund the cost of the work pending the receipt of this documentation.?

Dear Mr [redacted] ,Attached is a copy of the credit that was processed to your credit cardA member of our management team forwarded this to you on Friday October 14th by email as wellYou should see the funds in your account no later than October 20, I do apologize for the delay in processing the credit to your accountIf you have any further questions or concerns, please let us know at [redacted] .Thank you for your patience and understanding

Dear Ms [redacted] , ? I’m very sorry that the rearview mirror we reattached to the windshield of your GMC Yukon Denali became detached and broke the windshield as well ? Reattaching a rearview mirror is something we will do for anyone at no chargeIt’s a courtesy and comes with no warrantyIt’s a bit like having an optician tighten a loose screw on your eyeglasses and then cleaning the lensesIt’s a nice thing they do whether you are a customer or not ? Although you were advised up front that there would be no warranty provided, as a one-time courtesy and in the spirit of customer delight; Safelite will be replacing your windshield at no cost to youWe do have an appointment scheduled for you in our Greeley, CO location on Friday August 12th at 11:00AMPlease allow minutes to hours for the work to be completed and the vehicle to be safe to driveIf you are dropping off your vehicle, please arrange to pick it up before the shop’s closing time of 5:30PMIf you have any questions or additional concerns, please feel free to contact us ?