Aloha Pools & Spas of Paducah

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

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 ###-###-####

I’m very sorry to hear that the recent windshield repair on your Nissan Maxima has cracked out and your windshield now requires replacementWhile 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 Nor can anyone guarantee that a chip repair will never crack furtherI have attached a copy of our warranty, which includes our money back guarantee for repairsIf a repair fails or is 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 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 waives your deductible if the windshield can be repaired successfully, you expected to have no out of pocket expenseNow you are facing the expense of a windshield replacementThe full replacement cost of the windshield would be $plus sales tax, disposal and mobile feesAs a courtesy, we would like to offer to replace your windshield for an all inclusive price of $with no additional cost for us to come to youFeel free to contact us at 1-866-212-if you would like to schedule the installation Again, I apologize that the repair attempt wasn’t more successfulWe do appreciate your business and hope to be able to work with you and get a new windshield installed for you

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

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 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

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 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 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 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]

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 Revdex.com,Thank you for investigating this matter furtherI have attached the Safelite Auto Glass receipt and the auto body receipt for costs incurred to fix the damage to the carI have attached photos from the auto body shop documenting the faulty windshield installation which caused water leaks into the carI have sent two letters and all I have received from Safelite is the generic email included in the attachmentsI followed the directions on the email and sent an email to the executive dispute teamNo response.Thank you for your time.Sincerely, [redacted] ***

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 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

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 am not a glass expert, Safelite is. If the OEM was needed in the first place, they should have advised me to get the right equipment from ***. The vehicle is now at a body shop where it has been evaluated by [redacted] and I am waiting to hear back on their decision. I didn't take the car to the dealership as I stated because [redacted] took over with the claim but I am sure Safelite will continue to be involved as they likely damaged the camera system and now I have been without my car for a month. Regards, [redacted] ***