Aloha Pools & Spas of Paducah

Dear Mr [redacted] ,I’m very sorry to hear that water is or was leaking into your [redacted] CPickupIn reviewing the notes regarding the issues, there was also an issue with the moldingsI do see that we replaced the moldings for you under warranty on May 15, 2017.Upon inspection, it was determined that our windshield installation wasn’t the cause of the water leaking into your truckThe water is coming in around the doors because they are not fitting properlyThe doors are “hanging” on the hinges and there isn’t a tight sealTherefore, water is getting into the truckThe store manager, assistant store manager, and the operations manager have all been involved in reviewing the details of your request and are all in agreement that our work didn’t cause the leakTherefore, we must decline your request to pay for any damages related to the water leak.Again, I regret the issues that you have been experiencingWe have rectified the issue with the moldings under warranty but we’re not responsible for any other damagesIf you have any additional questions, please feel free to contact the local Safelite shop directly, or our Executive Service team at [redacted]

Dear Mr [redacted] , I'm very sorry to hear that there were issues with the Advanced Driver Assist Systems after the installation of the windshield on your Audi AIn reviewing our information, we did perform the installation on September 22, As part of the consent agreement to perform the work and acknowledgement that your vehicle has a forward - facing camera that may need recalibration, you agreed to check with your dealership as soon as possible after the windshield installationIn your case, it was approximately months after the windshield installationOur warranty specifies that you have days from the date you were aware of a warranty issue to let us knowAlso, we need to be able to view the vehicle and assess whether the issue is truly covered under our warranty prior to you having the work completed What that means is that if you believed that Safelite may have been responsible for any damages we needed to be advised BEFORE any repairs were made to the vehicleWe needed to have a chance to confirm whether or not the problem was due to our installationWe did not have that opportunity and therefore we are not accepting liability for any damagesIf you are able to provide documentation from the dealership stating specifically that Safelite caused damage and caused you to incur expenses over and above the recalibration, we will certainly review it and take it into consideration for possible reimbursementWe would not cover the cost of the recalibration because you acknowledge that you knew you would be responsible for that amount If you have the above-mentioned documentation, please feel free to contact our Executive Service team at 1-866-212-and a member of the team will discuss the review process and how to submit the paperworkThis is not an agreement to reimburse any or all of the amount you are requesting, simply an offer to review it for further consideration

Dear Mr***, Please feel free to stop into your local Safelite location anytime during business hoursIf you would like to schedule an appointment, contact our Executive Service team at ###-###-####The shop may be able to identify the manufacturer of the windshield that was installedThat's not information I can tell from the work order

Dear Ms [redacted] , ? I’m very sorry for the ongoing issues regarding the windshield installation we performed on your Toyota TacomaOur records show that we have been working with you and your insurance provider since May 31, We have provided the pre-inspection document and pictures as requestedAttached are the pre-inspection and two of the ten pictures taken by our technicianThe pre-inspection and the pictures indicate that the damage you claim was there prior to Safelite working on your vehicle ? Regarding the time stamps, the pre-inspection does have the date and time visibleThe pictures have the time stamp embedded into our internal linkIt isn’t displayed on the picture itselfFor example, the attached picture of the roof shows: 2016-05-26? 14-40-which indicates the picture was taken May 26, at 2:pm ? On June 13, 2016; your insurance company requested a copy of the pre-inspection report and it was emailed to themYour insurance provider at that time indicated they were planning to send an appraiser to view your vehicleOur most recent contact with your insurance company was on June 20, when a representative requested the pictures our technician took at the time of the pre-inspectionThose were emailed as requestedAt this time, we have not received an update from your insurance company about the appraiser’s findings ? If you have any additional questions or concerns, please feel free to contact us or your insurance claims department

Dear Mr***, I’m very sorry that your rain sensor isn’t working properly after we replaced the windshield on your BMW XIn reviewing our records, I see that Safelite did purchase a brand new rain sensor and installed it on your vehicleHowever, the rain sensor feature still isn’t working properlyThis may be an indication that the rain sensor needs to be recalibrated by your BMW dealer On July 7th, you spoke with a representative of our Executive Service team who suggested taking your vehicle to a BMW dealer to see what they believe is the reason the newly replaced rain sensor isn’t workingIf the dealer states in writing that this issue is related to our installation, we would be happen to review this for further warranty work covered by Safelite Again, I apologize that you have been inconvenienced by thisWe did replace the rain sensor under our warranty, because you and your BMW dealer stated that was the issueIf you have any additional questions or concerns, please feel free to contact the local Safelite shop or the Executive Service team at ###-###-####

Dear Mr [redacted] , ? I’m very sorry that we weren’t able to install the regulator and motor you supplied when we installed the back glass on your Toyota 4RunnerIn checking with the Safelite location that serviced your vehicle, I was advised that there was a nylon strap around the regulatorWhen our technician removed the nylon strap to attempt to install the part, the regulator cable immediately unwound from the spoolThe technician didn’t cut anything on the regulator itself, only the nylon strap that was part of the packaging keeping the cable in place ? Our technicians were unable to put the cable back on the spool and advised you that you would need to take it to the dealer to have it installedBecause the cable unwound immediately after the nylon strap was removed, we believe that the part was not in proper working order when it was provided to us.? At this point? there is no way to verify that.? We contacted the service advisor at the dealership you are working withWhile they can repair the part, it would not have a warranty from ToyotaAlso the motor assembly doesn't appear to have any damage and they should be able to install it for you ? As a courtesy, we would like to offer you reimbursement in the amount of $for the regulator that can't be used plus tax and shippingPlease contact our Executive Service team at 1-866-212-5457? if you would like to accept this settlementWe would ask you to sign a Release of Liability before we send you a checkYou would still have a warranty for the glass installation done by Safelite as long as no other company removes the glass ? Again, I apologize that we were not able to install the parts for youAlthough we don't believe that our technician caused the damage to the regulator, we are able to extend this offer to you as a gesture of customer satisfaction

I'm very sorry about the incorrect information provided through our website? about part availability and pricing for the damaged glass on your Lexus SC The computer showed availabilty of Aftermarket parts in error and provided your quote based on those partsIn reality we don't show the aftermarket parts available and provided a new price to you for the Original Equipment parts that we do show availableThere is a significant difference in price as you were advised We are attempting to locate the aftermarkets parts through some providers of difficult to locate or discontinued partsWe hope to have some information in the next few daysI want to reassure you that these will be NEW parts not salvage parts and would be correct for your vehicleIf we aren't able to locate the aftermarket parts, we will let you know how we can proceed Again, I apologize for the system errorWe are exhausting all possibilities so that we can get your glass replaced very soon for the price your were quotedIf you have any questions, please feel free to contact the Executive Service team at 1-866-212-

I am rejecting this response because: THE SHOP? COULD NOT REPAIR THE TRUCK UNTIL YOU HAVE DONE ALL YOUR WORK AND IT TO YOU DAY'S TO GET IT DONE RIGHTIF THE SEAL WAS DRY ROTTEN THE WHEN I HAD THE WINDSHIELD PUT IN THESAFELITE SHOULD HAVE TOLD IT WAS BAD THEN AND? THE PROBLEM WAS IT WAS NOT INSTALLED RIGHT BACK IN AS FOR THE DOWN DOWN TIMEI? NEVER AGREED TO ONLY WEEK.DERRICK JUST ASKED ME WHAT HE COULD DO FOR ME AND I SAID PAY THE DOWNTIMEI ALSO TOLD DERRICK I MADE A MISTAKE ON THE DOWN TIME AND IT SHOULD HAVE BEEN MORE THE WHAT I SUBMITTED TO HIMPLUS I SENT DERRICK A E-MAIL SAYING I WOULD WAVE IT IF HE WOULD SUBMIT ANOTHER WEEK OF DOWN TIME Regards,? [redacted]

Dear Mr [redacted] ,Regarding the damage to the dash of your Dodge pickup, the basis for our denial of liability is that your dash was damaged beyond repair before our technician replaced the windshieldBased on the pictures taken prior to the technician beginning the work; there was severe damage, holes, cracks and the dash? was in a brittle condition? before the installationThe attached pictures indicate this damage which was likely caused by many years of sun exposureThis was also in the letter from our in-house legal counsel.Your analogy to a dent in your vehicle doesn't necessarily applyIf there is a dent in your vehicle and someone hits it and causes additional damage, the repair costs will increase and the responsible parties can be assessed a specific amount.? Your dash was damaged beyond repair before the technician replaced your windshieldThe cost to replace your dash before we replaced the windshield is exactly the same as it is now, based on the pictures of the pre-existing damageAfter consulting with our legal department, our decision is not going to change regarding this issue

I am rejecting this response because: Regards, [redacted] ***

Dear Mr [redacted] , I understand your frustration about having to replace the windshield on your BMW We did have contact with a representative from [redacted] by the name of ***He is familiar with the the warranty and the possible outcomes of an attempt to repair a windshield [redacted] called in on your behalf to see how we might be able to assist since you carry a $comprehensive deductibleAs a courtesy, we offered to absorb $of the deductible meaning you would be responsible for up to $for the windshield replacementWe were advised that you didn't find that acceptable We reached out to the local management to see if anything additional could be done but haven't heard backWe will continue to follow up but at this time this is the most we can offerIf you would like to discuss this further, please feel free to reach out to the local Safelite shop 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 2015 GMC Acadia. I understand how frustrating this must be for you. I do see that a warranty appointment took place today, July 13, 2016. I hope that all issues have been corrected to your... satisfaction. If 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 caused. Safelite does appreciate your business and our goal is to make sure that you are completely satisfied.

Dear [redacted] ***,I'm very sorry to hear that there was some damage to the dash of your [redacted] Santa Fe after we replaced the windshieldSafelite is accepting responsibility for the damage and will pay to have the dash repairedIn speaking with our shop manager, there has been a great deal of difficulty locating a company in your area that provides mobile dash repairNone of the companies that he has spoken with provide service to your area.What we would ask is if you could provide an estimate to have the dash repaired by a local company of your choosingThe dash won't require replacement only repairIf you know of a dash repair or upholstery company in your area that would be able to do the work, we would be happy to receive the estimate of the cost.I do apologize that this has not yet been resolvedWe look forward to taking care of this to your satisfactionPlease feel free to contact us at ###-###-#### with any questions or concerns

I’m so sorry that our attempt to repair the windshield of your Chevrolet Colorado wasn’t successful and the windshield cracked completelyWhile we do have a very high success rate with our repairs, there is no way to tell with any degree of certainty how the already damaged glass will react to the repair process A member of our Executive Service team contacted you on October 12, and as a courtesy; Safelite has scheduled a no cost windshield replacement for you to occur on Tuesday October 13, I do apologize for any miscommunication and inconvenience you have experiencedSafelite does appreciate your business

I'm very sorry for the misinformation regarding the deductible amount that applied to the windshield replacement on your Dodge DurangoIn reviewing your file, it appears that the original request was for a windshield repair for which your deductible would be waived by your insurance provider It was determined that a windshield replacement was needed but when the claim was changed from a repair to a replacement, your claim was not updated to reflect your replacement deductible of $Because of this error, we are discontinuing all attempts to collect the balance due of $from youInstead, Safelite will be absorbing the full cost of the windshield replacement Again, I apologize for the misinformation regarding your deductibleThis was not intentional and was a result of human error, not a misleading business practiceSafelite does appreciate your businessIf you have any additional questions or concerns, please feel free to contact us at 1-866-212-

Good Afternoon,I apologize for the delay in responding regarding the BMW ZWe are sending you a full refund of $by checkIt will be made payable to Bavarian Automotive and mailed to [redacted] ** Orlando, FL ***Please allow 7-business days to receive the check.Although I don't have a truly detailed history explaining why it took so long to take care of your customer, I do have notes indicating that the original windshield was the incorrect partI also do have a notation that on at least one occasion we received a defective piece of glassI'm so sorry that this has affected your relationship with a long time customer and with SafeliteYou are absolutely correct, things happen in businessThe most important part is to do what's rightI regret that it took so long to make things right

Dear MrsB [redacted] I'm so sorry that you haven't received the reimbursement check you were promised in the amount of $A check in that amount should be processed on October 19, and mailed to the address we have on file for youYou should receive the check within 7-business days Again, I apologize that the reimbursement check hasn't been processed yetIf you have any additional questions or concerns please call ###-###-####

Dear Mr [redacted] , I’m very sorry to hear about the issue you are having with the driver’s side door on your Ford FocusI have been in contact with the manager of the Safelite location in Columbia, SCWhile there is no dispute that the issue didn’t exist prior to your windshield installation, the issue isn’t consistent with anything our technician or equipment could have causedThe issue appears to be a misalignment of the front quarter panel/fender area on the driver’s sideThe attached pictures show the misalignment on the driver side and the correctly aligned passenger sideThe damage could have occurred by hitting a pothole, speedbump, or anything similarIt could not have been caused by the suction mount being attached to your driver side doorTo help explain the pictures, the circled areas on the driver’s side indicate the misalignment and where the driver’s side quarter panel/fender appears to have been bent causing it to be too close to the edge of the doorThat would cause the rubbing of the door against the quarter panelThe picture of the passenger side shows how the seam should be properly aligned to avoid contact between the door and the quarter panelI understand how you might assume that this was caused by Safelite since it occurred so soon after the windshield replacementThe pictures and closer inspection of the affected area clearly indicate that this has nothing to do with our workPlease feel free to contact our Executive Service team at ###-###-#### with any additional questions

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to meThank you for taking responsibility for this and for Remedying the situation as best you can Regards, [redacted]

Dear Mr [redacted] ,I’m very sorry for all the issues you’ve had with the windshield replacement on your Toyota SiennaFirst and foremost, I want to let you know that we are processing a refund to you in the amount of $Please allow 7-business days to receive the refund check.You are correct that Safelite’s intent is to continuously improve and not to disappoint our customersWe value your feedback and will use it to help us do betterI want to address a couple of your specific pointsWhen a customer asks for a representative’s name and/or manager’s name, that information should be provided without hesitationI apologize that some associates aren’t familiar with or comfortable with that policy.At this time, scheduling a warranty appointment is not an option on our websiteWe are already working to change thatI’m sure you understand that it’s not as simple as just adding a new optionThis project is in the development process with our IT teamWarranty work is as important as a good repair or installationWhile only about 4% of the millions of jobs we do every year experience an issue, if we don’t handle the warranty jobs properly we may lose a customer forever along with everyone with whom they share their negative experienceOur National Lifetime Warranty is unique in the auto glass replacement industryIt is a vital part of the Safelite Advantage.Thank you again for your business and your feedbackIf you don’t receive your refund check by November 30th, please contact our Executive Service team at ###-###-####