Aloha Pools & Spas of Paducah

We are calling [redacted] right now as we could not locate a case file for her

Dear Mr [redacted] ,In addition to you complaint filed with the Revdex.com, Safelite received the same complaint filed with the Connecticut Department of Consumer ProtectionOur Senior Corporate Counsel sent a response to the CT DPC and I have attached a copy as our reply to your previous rejectionAgain, we are not accepting responsibility for any damages to your vehicle for the reasons outlined in the attachment

Dear Mr [redacted] ,I’m sorry that you didn’t find our offer to pay for the reasonable cost of repairs to your [redacted] Vue satisfactoryYou are asking for a payment of $without any estimate or documentation to indicate what that would be forIf you don’t want Safelite involved in the repairs to your vehicle we would need you to provide a detailed estimate of the repairs, on the repair shop’s letterhead, for our reviewWe have already purchased the dash bezel to replace the damaged oneWe have attempted to work with you to make the needed repairs to your vehicle at our expenseWe will continue to do so if you will allow itWe would like to bring this to a reasonable and satisfactory resolution

Dear Ms [redacted] I apologize for any confusionI see that the windshield replacement on your Hyundai Accent was performed by Safepro Auto Glass, not Safelite AutglassSafepro's phone number is ###-###-####

Dear [redacted] , I’m so sorry that the windshield repair we performed on your Toyota Tacoma did not meet your expectationsWhile 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 processThe 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 material Our chip repairs are done to preserve the structural integrity of the glass and not for cosmetic purposesIf the repair fails i.estarts to crack out further or is not visibly pleasing; Safelite offers a money back guarantee where we will credit the cost of the repair toward the replacement of a new windshield; however your deductible or out of pocket cost would applyIf you would like a quote for a windshield replacement from Safelite we would be happy to provide that to youIf you don’t wish to have Safelite replace the windshield for you, we will refund the $you paid for the unsatisfactory repair back to the credit card you supplied at the time of serviceWe will not agree to pay for another glass company to replace the windshield. Again, I apologize that our attempt to repair your windshield wasn’t satisfactory

Mr [redacted] , I truly apologize for the inconveniences Safelite has attempted to install multiple windshields on your vehicle and in our professional opinion found nothing wrong with the glass or installationPer your conversation with us; you were concerned about both the installation and glass In an attempt to rectify this issue and come to a resolution, we suggested you take your vehicle to a shop of your choice; where you selected [redacted] **? GlassUnfortunately, since this vendor replaced your windshield, any warranty related questions or concerns you may have will need to go through them directly or we would be happy to make contact with them to make them aware of said issues If you have any questions or concerns, please contact us directly at 866-212-

Dear Ms [redacted] ,I'm very sorry that there was damage to the interior of your Lincoln Town Car after we replaced the windshieldI understand your frustration since you initially reported this to us in May I have been in contact with the field management to discuss what we have and haven't been able to do to assist you.Safelite does accept responsibility for the damage to the vent and to the "spray" that is on your interior moldingsWe attempted to locate the replacement pillar moldings for your vehicle but they have been discontinuedWe had a vendor in mind to attempt to clean the moldings but it appears that they never contacted you.At this time, we would like to ask you to provide estimates for repair, replacement or cleaning of the interior a-pillar moldingsAlso an estimate to replace or repair the damaged vent on your dashIf you could provide those estimates for our review, we would be happy to move forward with a resolution.Again, I apologize that the damage occurred and it is taking an unusually long tome to get this correctedWe want to take care of these issues to your satisfaction.? ? ?

Dear Mr [redacted] ,I'm sorry that our previous wasn't completely satisfactoryI hope that I will be able to respond to all your concerns and better explain Safelite's policy regarding rust.If a technician sees rust in the installation area, the damaged windshield will not be removed from the vehicleThe only way to tell if the rust has reached the pinchweld would be to remove the old windshieldIf the rust is in the pinchweld, if there is more than square inches of rust total or if the rust perforates the metal; the technician would not be able to install a new windshield nor would he be able to reinstall the old windshieldThe vehicle would be left with no windshield at all and would need to be towed to a body shopRather than take that chance, the technician will stop all work when there is a strong indication of rust.I do apologize that you weren't made aware that the technician would be performing a thorough preinspection that would include pictures of the vehicleThis is a standard procedure not only for Safelite but for many other auto glass and auto repair facilitiesThis isn't meant to be an invasion of your privacy but a way to protect all parties in the unlikely event that there is new damage noticed after the work is completedAs stated previously, the pictures have been deleted from the technician's phone and were only of the areas of the vehicle showing rust.When you initially contacted Safelite, you provided your email address and agreed to receive emails about the glass damageIt would be impossible to list all the reasons why we wouldn't be able to perform a glass installationThere is a lot of information available to anyone at our website, including our warrantyThe issue of rust is included under Exclusions in our warrantyThe policy that Safelite has regarding rust may not be exactly the same as other auto glass companiesOur policy is based on our years of auto glass installation as well as our desire to provide the most comprehensive warranty in the industryWe stand behind our technicians and our installations knowing that the safety of our customers and their families is of utmost importance.Again, I apologize that weren't able to perform your windshield replacementI hope that this additional information has answered all your questionsIf not, please feel free to contact our Executive Service team at ###-###-####.? ? ?

Dear Mr [redacted] I'm very sorry about the recurring issue with the defrost on the back slider on your Ford FAs you indicated there is a known issue with the rear defrost connections which may cause the defrost to stop workingAt this time Ford has not made any changes in manufacturing to correct this.? I see that we were able to replace the glass at no cost to you on June 5thIt is also my understanding that through the efforts of a representative in the Safelite shop, this issue was brought to a satisfactory resolution

Dear Ms [redacted] I’m very sorry for the misunderstanding regarding the invoice for the windshield replacement on the [redacted] Express van under the company name of [redacted] ***Our representatives do ask for credit card information at the time of scheduling but if we are provided with valid claim information nothing should be charged to the credit card, unless you have a deductible to payWith State Farm, the claim must be filed by the policyholderThe claim information will not be accepted from Safelite aloneAs soon as you advised that you wanted to file a claim and you had State Farm insurance, you should have been connected to [redacted] at [redacted] the third party that takes glass only claims for State Farm At this time, I do see that the entire amount billed to your credit card is being credited back to that cardIn order for Safelite to be paid for the work that we have completed, we will need your assistance with filing a glass claimPlease feel free to contact our Executive Service team at [redacted] or you may contact [redacted] directly and then provide us with the claim information so that we may submit a corrected invoice for payment

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

I am rejecting this response because:? When I called the manager at the location, I asked if I could speak with the regional manager.? He gave me his phone number and I called him and left him a message referencing my order and asking him to call me.? ? Again, the site manager said I would be able to speak with the regional manager and I left him the message to call me back on my cell number (###-###-####) and it is for this lack of a call back that I reject the response.? ? Their response indicates the technician inspected the window.? He came out and was barely next to the car when we described the pitting and at that moment, without inspecting either closely on the outside or sitting in the vehicle looking out, he concluded that safelite would NOT warranty replace the window and we would have to file another claim.? As I stated in my complaint, the same condition exists in my Kia Soul and it was replaced in January.? There have been no wind or dust storms in the Phoenix area since January yet the technician and now the Manager blame the condition on the Arizona desert.? They are welcome to come to my house or to my wife's place of work to inspect the window as we already availed safelite the opportunity to inspect the window Regards, [redacted]

From: John ***Date: Fri, Jun 10, at 12:AMSubject: Complaint #11431066To: [email protected],I wanted to see if Safelite had responded to the estimate to replace the carpet.Thank you,John ***

Dear Mr [redacted] ,I’m very sorry for all the issues you’ve experienced since we replaced the back slider on your Dodge pickup.First, I apologize that the request to refund the $back to your credit card fell through the cracksThe refund request was submitted long ago and never got processedI have attached confirmation of the credit to your card and you should see the credit within 3-business days.The issue of the glass is a bit more complicatedThe glass we installed is an aftermarket partYou have requested only OEM glass to be installed and it has been on national backorder for nearly a yearTonie did offer to replace the glass with another aftermarket part which is the only one available, fix the water leak, and take care of the rear panel all under warranty and you declined.We don’t want you to have to deal with these issues for an indefinite period while we continue to wait for OEM glass which may or may not become availableWe would like to work toward a resolution so you may enjoy your truck againWhen discussing options with the field management they seem to be limitedThe first option being, have Safelite replace the glass with what is available now, fix the water leak, and have the rear panel repaired or replaced as neededAnother option would be, if you want to have another provider or the dealer fix the issues; you could get an estimate and provide it to us for reviewI assure you no Safelite associate is trying to avoid correcting the issuesWe have accepted liability for the water leak and the rear panel damageThe stumbling block is that the OEM glass that you want installed isn’t available and the available glass isn’t acceptable to youWe do look forward to hearing from you as to how you would like to move forwardPlease feel free to contact our Executive Service team at ###-###-#### regarding these issues

Dear Mr [redacted] , I’m very sorry that our attempt to repair the damage to your Lexus RX wasn’t successfulWhile 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 processAs our technician advised you, in a small number of repairs the damage may get larger and Safelite is not responsible for thatI have attached a copy of our warranty, which includes our money back guarantee for repairsIf a repair is unsuccessful or just not satisfactory, Safelite will refund the cost of the repair to the paying partyThe replacement windshield would then be subject to any deductible on your auto policy There are several factors that play a role in completing a successful repairThese include but are not limited to: · The age of the damage · The size and location of the damage · Glass is an unpredictable and sensitive material In your case, your deductible is more than the cost of the windshield so the replacement would be out of pocket for youWe do understand your frustrationBecause your insurance company will waive your deductible if the windshield can be repaired successfully, you expected to have no out of pocket costNow you are facing the expense of a windshield replacementOur technician didn’t do anything wrong to cause the crack to get larger, therefore we are not able to provide a replacement at no charge to youWe would be happy to offer you $off the cost of a windshield replacement from Safelite Again, I apologize that the repair attempt wasn’t successfulWe do appreciate your business and hope to be able to work with you and get a new windshield installed for youPlease feel free to contact us at 1-866-212-

Dear Ms***, I am sorry that we weren’t able to perform a successful repair to the damaged windshield of your Honda Accord It appears that you were provided some inaccurate information by your friend that had previously worked for SafeliteAs a company, Safelite doesn’t require technicians to have customers sign a “waiver” prior to performing windshield repairsA few Safelite markets across the US have implemented such a document but it is not a Safelite Corporate document or policyAlso, the repair process does require a “machine” that applies some pressure and uses suction to remove debris and moisture from the damaged area prior to the injection of the resinThere is a short video at our website www.safelite.com that explains more about the process Safelite is not able to provide you with a free windshield replacement for reasons that have already been providedI do apologize for the inconvenience and we would like to be able to provide a windshield replacement for youIf you would like to schedule the replacement at the price of $253.29, please give us a call at ###-###-####

I'm very sorry about the conflicting information you have received regarding the damage to your Honda Accord and the amount of time it has taken to bring this issue to a resolutionI will attempt to address all the issues you indicated in your most recent correspondenct through the Revdex.com To begin with, my name is Nancy S [redacted] and I have the responsibility of responding to issues submitted through the Revdex.comI will address what we have done to resolve this unfortunate and frustrating situation for youOn January 18, 2016; we mailed a check (# [redacted] )? to you in the amount of $This represents the refund of your insurance deductible as a courtesyThere are no conditions attached to the refund it is simple a gesture of customer satisfaction due to the ongoing issuesAlso on January 18, 2016; we mailed a check (# [redacted] )? to your insurance provider at their requestThe amount of the check was $and it represents the cost of the repairs required for your vehicleYour insurance provider requested that we send the check to them and they will pay you for the repairsIf there are any additional costs associated with the repairs, I would expect that your insurance provider would handle them in this same way To be clear, these payments do not remove the National Lifetime warranty you have with Safelite for the auto glass materials and workmanship as long as you own the vehicleAs long as there is no new damage to the windshield and no other company does any work involving the windshield, your warranty stays intact I agree there have been a number of inconsistencies in the information you received from Safelite representativesI will attempt to correct that information here: Although we generally pay the vendor directly for damage repairs, we are able to send the payment directly to the vehicle ownerThat amount would include the entire estimate, including the known labor chargesThe only stipulation is? that a Release of Liability be signed indicating that the vehicle owner agrees that the amount paid represents the full amount of the damages and no additional compensation for the damages will be requestedUnless the? estimate includes another party replacing or removing the windshield, the Safelite warranty remains intact If we pay a vendor directly for repairs, it is generally done by credit card as soon as the work is completed and we receive the final invoiceIf the vendor has a different preference of payment, we will work with themMost vendors won't release a customer's vehicle until they receive payment in full so we make the payments in a timely fashion? in order? that the customer's vehicle can be returned to them There isn't a direct correlation between paying for damages to a customer's vehicle and the Safelite warrantyThe Safelite warranty remains intact unless the full amount of the original installation is refunded to the customer and/or their insurance provider to allow for another company to the? installation that Safelite didThe other reasons for the Safelite warranty to no longer be in place would be if new damage occurred to the glass or if another glass provider touched the glass after Safelite's installation If Safelite provided a rental vehicle while repairs are being performed, we will cover the cost of the rental vehicle onlyWe don't pay for fuel or any optional insurance or other coverages or features that may be addedWe maintain an account with Enterprise car rental and we are billed directly for the cost of the rental vehicle only I do also want to address your statement about speaking with different representatives when you contact our Executive Service teamIt is quite true that you are likely to speak to a different representative when you call our toll free numberWe work as a team and are not assigned specific issues to handle? exclusivelyThe idea is that working as a team and maintaining detailed notes allows any representative to assist a customer with their issue.? That assures that if a specific? representative is not available for any reason, any other member of the team can assist.? Again, I apologize for the delays and frustration that you have experiencedThis is not typical of our service nor is it what we want for any of our valued customersI hope that I have ben able to addressl all your concernsIf not, please feel free to contact our Executive Service team at 1-866-212-

Dear Mr [redacted] ,I’m very sorry that the windshield wiper motor needed to be replaced on your Audi AI will also address how our policy for failed repairs worksI have attached our national lifetime warranty and the invoices for the two chip repairs you had done by Safelite in 2010.When the windshield was replaced on March 24, 2017; you had the good fortune of having the work done by our Quality Manager as a training demonstration for a group of technician traineesTherefore, every step of the process was performed by the Quality Manager to show the correct processes from pre-inspection to post-inspectionPrior to the work being started, the wipers were tested and they performed properlyAfter the work was completed, the wipers were again tested and they performed properlyDuring the windshield replacement process, there would be no need for a technician to remove or even touch the windshield wiper motorTherefore, we will not accept responsibility for the wiper motor going out and requiring replacementWith the vehicle being years old, it most likely stopped working due to wear and tear.When we perform a chip repair, we provide a money back guarantee stating that if the repair ever fails we will credit the amount paid toward a replacement windshield from SafeliteWhile there is nothing noted to indicate if one or both of the previous repairs failed, generally we will only apply one credit toward the replacementBecause this is a bit of a gray area, as a courtesy, we will credit you for both repairs and a check will be mailed to youThe total you paid for the repairs was $(plus 109.95)A credit of $was already applied toward the windshield replacement so you will receive a check in the amount of $The check will be mailed to the address listed on the Revdex.com complaintPlease allow 10-business days to receive the check in the mail.Again, I apologize for your frustrationWhile we are able to refund the cost of the second chip repair as a gesture of customer delight, we must decline responsibility and your request for compensation for anything related to the windshield wiper motor

I am rejecting this response because:When the local manager hung up on me when I stated that I would hold on the line that was the last straw for Safelite to fix the damage done to my vehicleI have received an estimate for a different shop to perform the work and have attached it for your reference, this estimate was also sent to Michael R***I will wait on the response whether the estimate will be approved or what next actions Safelite will be taking to remedy this issue to my liking.Regards, [redacted]

I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to meA warranty from your company means little to me as I will be doing business elsewhere should I have any additional issues with this windshieldPlease see the attached receipt I received when purchasing the rain sensor through a Volkswagen approved dealerYou may send the release of liability to [redacted] @gmail.com and I will happily sign itIf I am not reimbursed for this part within business days I will file a second grievance through the Revdex.com as I'd consider that a secondary issue