Aloha Pools & Spas of Paducah

I do apologize for the frustration and inconvenience you have experienced after we replaced the windshield on your GMC AcadiaIn reviewing recent notes, it appears that the buzzing sound has been eliminatedOn July 16th you visited the Safelite location in Richmond, VAThe manager and a technician talked with you, test drove the vehicle and made some adjustments to the trim around the windshieldAfter this, the issue appears to be eliminatedThe Safelite manager also provided his information for you to contact him directly if you have any further concerns I truly hope that you are able to enjoy a quiet ride againWe do appreciate your business and our goal is to make sure you are completely satisfied

Their response is unsatisfactory Their technician cracked my windshield and I expect them to make restitution for that

Dear Mr [redacted] ? ? ? I have spoken to you twice already and both times you were very disrespectful at this point all I ask is a refund on this window itself I would like the dollars back in my pocket while you can have your window back in your garage as I am not satisfied by this product? [redacted] ***?

It is unbelieve that your company will not take any responsibility in this claimI came to you with a very, very small chip in my window and now I have larger cracks which has been confirmed will not pass my state inspectionWhy wouldn’t your warranty cover this which says, “ Windshield repairs are backed by our warranty All Safelite repairs are backed by a national warranty and are guaranteed to pass lease turn-back and state vehicle inspections.” I am not asking you to cover all my expenses, I am asking you to split my insurance deductible which is more than fairBecause of the way this claim was handled I cannot trust your company to do any more work on my carPlease send me a check for $

Dear Mr [redacted] ,I’m very sorry to hear about the issue with the molding, and your frustration when trying to schedule a warranty appointment, after we replaced the windshield on your [redacted] ? We have ordered the side moldings and will reach out to you once we receive the parts This is covered at no cost to you under our nationwide lifetime warranty.I reached out to the Operations manager in your area and advised him of your requestsHe did assure me that the side moldings are on orderBecause the moldings are primarily cosmetic, your vehicle is safe to drive without themThey don't hold the windshield in place and there is no significant risk of water intrusionThe urethane seal is what holds the glass in place and prevents water or air from entering the cabin of the vehicleAside from the moldings that we are replacing the installation was done correctly and the vehicle is drivable.While we would like every installation to be perfect the first time, a very small percentage of customers do experience some sort of issueThat is why we offer the industry’s only Nationwide Lifetime warranty on the materials and workmanship for as long as you own the vehicleRegarding your request for a refund, we will be crediting $back to the credit card used to pay for the installationThis is as a courtesy and a gesture of good faithPlease allow 5-business days for your financial institution to restore the funds to your account.Again, I apologize for the frustration and inconvenience you have experienced

Dear Ms[redacted] ,I'm very sorry to hear that you have a dent near the side view mirror on your Subaru XV CrosstrekOur records show that we replaced the windshield for you on May 16, We do provide a nationwide lifetime warranty on the materials and our workmanship as long as any warranty issue is brought to our attention with days of discovering itYou first contacted us over months later on September 22, 2016.When the manager did view the dent, it was quite prominent and not something that would likely be overlooked for monthsTherefore it was determined that this is not something that we would accept responsibility for.You have also been in contact with several members of our Executive Service team and have advised us on numerous occasions? that you intend to file a lawsuit for damagesIf we truly felt that we were responsible for the damage, we would take care of it under the terms of our warrantyThere is no telling what happened in the months between the time we performed the windshield replacement and the time that you first reported it to usWe just don't see any way that we could be responsible for the damage.Please feel free to contact us at ###-###-#### with any additional questions or concerns

Dear Mr [redacted] , I’m very sorry to hear about the issues with wiring after we replaced the windshield of your [redacted] While our records do show you advised us through a survey that there was an issue, we don’t have any documentation showing the repairs or the cause of the damageIf you could please contact our Executive Service team at ###-###-####, we would be happy to review the documents to determine if we are responsible for the repairs

Dear Mr [redacted] , I’m very sorry that your initial appointment for a windshield replacement on your Dodge Pickup had to be rescheduledI understand that you were out of town and not personally available at the time the installation occurredTherefore, the attached preinspection noting the damage doesn’t have your signature but has a time stamp indicating the document was created and pictures were taken prior to the technician beginning the workThe pictures that our technician took clearly show that your dash was already damaged beyond the point of repair prior to the windshield being replacedThe dash was already brittle, cracked, and broken on both the driver side and passenger sideWhile we are not saying this happened, even if the damage worsened during the installation process, Safelite would not be responsible for the damageThe dash was in an unrepairable state prior to our workIt needed to be replaced because of the pre-existing damageSafelite will not honor your request to pay in full or in part to replace your dash

I am rejecting this response because: They have not repaired or replaced any of the damaged items on my vehicleIt has now been weeks and I'm still waiting, this should be a priority for Safe-lite to fix their damage asap and not make we wait this longMy truck is a mess and they have yet to call me with a solution to make this right I'm the one who has been wronged and inconvenienced, some much for Safelights 100% guarantee!!!!! Regards, [redacted]

Dear Ms***,I'm very sorry for all the issues regarding the windshield repair and subsequent windshield replacement on your Ford EscapeWhile we do have a very high success rate with our windshield repairs, I apologize for any unrealistic expectation that was setThe repair process is for restoring the structural integrity to the windshield and not for cosmetic purposes.When the windshield replacement was set up, the wrong glass was on the work orderYour vehicle has a heated wiper park area but the glass didn't have that featureThe cost of the correct glass was considerably more than the unheated glassThe Safelite shop was able to discount the order to $plus fees and sales tax for a total of $As a courtesy, we will refund you $for the difference between what you paid and what you were expecting to payPlease allow 10-business days to receive the check in the mail.Again, I regret the inconvenience and frustration you experienced.? Safelite does appreciate your business and your understanding

Dear Ms [redacted] ,I’m very sorry for the issues you had when we replaced the windshield of your [redacted] MuranoI see that there is a warranty appointment scheduled already to install the new interior pillar moldings that were damaged.As a courtesy, we will be mailing you a check for the $you requested to cover the balance of the rental charges that [redacted] didn’t payWe will mail the check to the address listed on your complaint with the Revdex.com, unless you provide an alternate addressPlease allow 7-business days to receive the check in the mail.Again, I apologize for the damage to the pillar moldings and the inconvenience you have experienced

I'm very sorry for the damage to the windshield washer hose and the delay in getting this corrected for youIf you haven't already, you should be contacted by the lead technician in your area to get the correct part ordered and installed for youIn addition, we are honoring your request for a full refund of the $that you paid for the windshield replacementA check will be mailed to the address on fileYou should receive the check in 10-business days.Again, I apologize for all the inconvenience you have experiencedIf you have any additional questions or concerns, please feel free to contact the Executive Service team at ###-###-####

Dear Mr [redacted] ,I'm very sorry that the crack in the windshield of your [redacted] Pilot was too large to attempt a repairWhen qualifying windshield damage to determine if it might be repaired or if the windshield requires replacement, size is only one of the factors in making that decisionThe ultimate recommendation is by a trained and Certified Safelite technicianIf the damage is too large or if the technician feels there are other factors which would indicate that windshield repair is not the best option, the technician will let the customer knowThere are several factors that play a role in completing a successful repairThese include but are not limited to:The age of the damageThe size and location of the damageGlass is an unpredictable and sensitive material If a chip repair fails or if a customer just isn't satisfied with it, Safelite provides a money back guarantee, which is not transferrableI have included a copy of our warrantyAny warranty or our money back guarantee applies as long as the customer owns or leases the vehicleIf the vehicle is leased, the warranty/guarantee ends when the vehicle is turned in at the end of the leaseIf a customer owns a vehicle, the warranty/guarantee will not transfer to the new owner when it is soldYour frustration is understandableWhen windshield damage can be repaired, your insurance provider will waive our comprehensive deductibleBecause the damage isn't repairable, your $deductible does applyWe will be happy to work with you to provide the best price possible for a windshield replacement Again, I apologize that in this case a windshield repair could not be attemptedIf you would like to schedule a replacement, please contact us at ###-###-#### and we will work with you to provide the best price possible

I called Safelite at ###-###-#### and spoke to a woman named AJ on 1/3/I explained what happened and gave her both work ordersShe asked if she could call me backShe called baxk from ###-###-#### and reduced my price to $AJ said this price included everything (labor, new clips, new molding and tax)She told me this discount was a courtesy approved by a manager, though she didn't provide the managers nameShe told me the Safelite technician will be a man named JasonThis is all under Safelite work order [redacted] This work is scheduled for later today, 1/4/? I will advise you once this work is completed and if the price AJ quoted was what I actually am charged.? ?

Dear Mr [redacted] , I’m very sorry to hear of the issue with the drip rail molding on the roof of your Toyota TacomaI understand why you feel this is due to the windshield replacements we performedHowever, I verified with the Safelite store manager that we don’t move or remove those moldings when replacing the windshieldThe molding itself isn’t attached to the windshield nor does it actually touch the windshieldI also did some online research to see if other Toyota Tacoma owners have experienced the same problem and if it was found to be a result of a windshield installationI did find a number of forums about the drip rail moldings coming loose or coming off completelyA common theme was that the moldings are attached with double-sided tape by the manufacturerOver time going through car washes and exposure to the elements can cause the adhesive to deteriorateI didn’t find anything online that tied the molding issues to glass replacementThere were stories of the molding coming off in automatic car washes and while driving on the highwayYou may want to check with your local Toyota dealer if you still have a warranty on your truckThe failure of the adhesive might be covered under your warranty I do understand how frustrating this must beIf this was something that was caused by our installation we would absolutely take care of it under our warrantySince we don’t move or remove the moldings and this is a documented problem on this vehicle, Safelite’s position is that we bear no liability for the issueIf you would like to discuss this further, feel free to contact your local Safelite location or contact our Executive Service team at ###-###-####

I’m so sorry for the multiple issues you have experienced after we replaced the windshield on your GMC AcadiaI understand how frustrating this must be for youI do see that a warranty appointment took place today, July 13, I hope that all issues have been corrected to your satisfactionIf not, please contact us at ###-###-#### and we will do whatever is needed to rectify the issue ? Again, I apologize for the issues along with the inconvenience and frustration they causedSafelite does appreciate your business and our goal is to make sure that you are completely satisfied

Dear Mr [redacted] , I’m very sorry to hear about the damage to the dash of your Toyota CamryWe have received the estimate of damages and it appears that the cost to repair is more than the value of the vehicleAt this time, we are seeking additional information from the dealer about the damage and if the parts are even availableOnce we receive this information, we will be back in touch with you about how we can bring this issue to a fair resolution Please feel free to contact our Executive Service team at 1-866-212-with any additional questions or concerns

Dear Mr./Mrs [redacted] – I apologize for the delay in respondingI have spoken with my manager Paul B [redacted] , he has informed me that there is no charge on the work order [redacted] as it is a warranty and we broke the cover partWe are having a difficult time getting the right part and we are very apologeticThe dealership sent only half the cover the first timeThe dealer only has the complete assembly available at our cost of $432.00, we have no problem covering thatWe are still waiting on the correct part to show up, we were told by the dealership the part should be in around the 20th or the 21stAs soon as the part comes in your local shop will be in contact with you to schedule an appointment Again I sincerely apologize for the inconvenience Thank you for choosing Safelite we appreciate your business Tiffany J [redacted]

I am rejecting this response because:I tried calling several times that dayNot just onceThis Dirk was supposed to checking into it and never called backRepeated calls after that I was told he wasn't working there then told different time he went homeRepair means fixIt was NOT clear per your scripted verbiage, not everyone is in on the industry termsI asked for it to be fixed and he stated when Windsheild are fixed we recommend wipers at the cost of $37.50, which I said I'd payAll of this hassle and complete lack of customer service by the tech that refused to let me speak to person on phone to the mess with Dirk and crew I reject your conclusion Regards, *** [redacted]

I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to me? The only change is that I ask them to make the check out to [redacted] instead of Major McGowan.?