Aloha Pools & Spas of Paducah

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 reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to meThey sent a technicial to my place of work and replacement my windshield as they indicated they would do on 11/17/I am very much relieved and appreciative of their expediant action takent to resolve my complaintMy confidence in doing business with Safelite has been reaffirmedThank you. Kinda Regards, [redacted] ***

Dear Mr [redacted] , I would like to apologize for the issues you have experienced relating to the windshield replacement on your Toyota PriusIn reviewing all the information, I found that nearly every issue has already been resolved to your satisfactionSafelite previously paid AutoNation for the replacement of your dash pad and the removal of the glass shards that fell into your air conditioning duct work and evaporator boxIncluded in that paid invoice was the tint strip, a component that is no longer available from the manufacturer, and the cost of a rental vehicle for daysI have included a copy of the final invoice that we have already paidOn October 25, a Safelite technician went out to take care of an issue regarding the moldings and installation of the windshieldHe was able to complete the work without damaging the new windshield or the tint stripThe technician offered to vacuum the remaining glass from the vehicle but you had already made arrangements to have the dealership detail the interior to remove the remaining glassSafelite will reimburse you for the interior detailing once we receive a paid receiptUnfortunately, professional detailing is the only way to remove all of the glass from the vehicleOur technicians remove as much glass as possible when performing an installation, but sometimes due to the nature of broken glass, it is not easy to collect every pieceI do apologize for any injuries that you or your passengers have received from the broken glassYou have requested that Safelite assume responsibility for any future glass removal and that we cover medical bills for any future injuries related to glass that remains inside the vehicleWe are more than willing to reimburse you for the cost of the detailing job and glass removal as indicated aboveIf you aren’t satisfied with the work of the dealership performing the detailing, that would be something you should address with the dealershipIf any future issues arise relating to the installation, we would be happy to address them at the appropriate time Again, I apologize for the inconvenience and frustration you have experiencedSafelite does appreciate your business and will process the reimbursement as soon as we receive a paid receipt for the detailing

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 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 work.? The 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

Dear Mr [redacted] I do apologize for any confusionI verified that we did refund the $back to the credit card you provided for the installationI have attached the credit receipt showing we processed the refund on June 5, The funds should have been deposited back to your account about business days after thatIf you don't see the funds, please contact your bank or credit card company directly

I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to me Regards, [redacted]

Dear Mr***, I’m very sorry that your rear view mirror was damaged during the windshield replacement on your Toyota Land CruiserIn researching your concerns, it was found that the rear view mirror did arrive for the December 24th appointment but another part was needed before it could be installedI apologize that this information wasn’t communicated to you The base for the rear view mirror is enroute from the dealership and is expected to arrive on or about December 31stAs soon as the part arrives, you will receive a call from the Safelite shop to schedule a time to install the rear view mirror and the base Again, I apologize for the damage and the lack of communicationWe should be able to rectify this issue within the next few daysSafelite does appreciate your business and we wish you the best for the New Year

A Senior manager from Safelite called us in reference to complaint ID [redacted] , and they have agreed and scheduled a warranty replacement of our windshield and find the resolution is satisfactory to me. I sincerely appreciate that Safelite was able to make contact and understand our dilemma and resolve the issue. Regards, [redacted]

Dear Mr [redacted] ,I apologize that the previous response prepared by our legal department didn't address all your concerns.Safelite will continue to advertise that we perform windshield repairs and glass replacementAlthough you had a negative experience and we do regret that, the vast majority of our customers are happy with our work.? We are unable to give you a guarantee that we will pay for any future medical billsIf there are any future issues they will be addressed at that timeThis is the first we were advised that you incurred out of pocket costs for a rental vehicleIn order to consider reimbursing you for the charges, we would need a copy of the rental contract or an invoice from Enterprise showing the rental datesWe will be happy to review that paperwork for potential reimbursement once we receive it

I do not accept this response I am not pleased with this glass or the work performed by this company all I would like is a refund on the money and to take the glass back it is not the right fit for my truck anyway I have replaced it already with new glass and have theirs sitting inside I feel as if I have not been treated properly and need this refund? Regards, [redacted] ***

I'm very sorry to hear that you received unwanted follow up emails after we provided an estimate to replace the windshield on your Ford TaurusIn reviewing your file, I do see that you received a total of four emails from Safelite regarding your request for a quote for serviceThe initial email was generated from your conversation with a sales representative on October 15, I see that follow up emails were sent on October 16th, 18th and 20thThe follow up emails were promotional offers providing a discount in order to gain your businessI also see that on October 26, we received a call to remove your email address and send you no further emailsWe did immediately comply and removed your email address as requested I have attached a copy of a document from the FTC websiteIt is from their Consumer Help Center and it explains the rules regarding "SPAM: Unwanted Email and Text Messages"What applies to commercial emails such as what you received from Safelite AutoGlass is included below: For commercial email: Your consent may be oral or written Senders must tell you the name of the entity that will be sending the messages and, if different, the name of the entity advertising products or services All commercial email messages sent to you after you've given your authorization must allow you to "opt out" of receiving future messagesYou must be allowed to opt out the same way you opted in, including by dialing a short codeSenders have days to honor requests to opt out Based on this information, Safelite was and continues to be in full compliance with the FTC rules You did provide your consent You were advised that you would receive email from Safelite Each email provided a link to "OPT-OUT" of receiving any additional emails We were well within the day requirement once we received your request to "OPT-OUT" as we immediately removed your email address I do apologize that you received more email communication that you expectedI also want to reassure you that Safelite doesn't sell or share your email address to third partiesRegarding your request to receive compensation in the amount of $6000, we respectfully decline, as we did comply with the rules established and outlined by the FTCThank you for contacting Safelite for a quote to replace your damaged windshieldI'm sorry that we weren't able to earn your business

I am rejecting this response because:I drove into Safelite with a broken back windowIn order for the tech to get to the back window he disconnected the terminals that lead to the airbags.That is a complete lie when stating they didn't disconnect the airbag before installing the glassThe only static electricity was from the technician disconnecting the airbags to replace the back windowThe airbag connections must be taken off in order to replace the windowThe technician told me that himself from SafeliteHe told me when he reconnected the airbags that's when the light came on,only after he reconnected itHe told me that's how it was done and he wasn't sure how or why it was staying onFurthermore, Eddie the manager told me to go to Ford and have it looked at and without a doubt stated they would take care of itOnly when they realized the severity they dishonored the claimFord only will tell you that there was a short or static interference or someone hit the moduleThey aren't going to say safelite was at fault but the bottom line is they took my vehicle apart absolutely disconnected the airbag and reconnected it causing the short or interferenceIt seems kind of ironic that the airbag light went on only after they touched my vehicleIf something was hit or a wire was crimped it came from the tech taking it apartI drove the vehicle for 3-days before the window was fixedThere was no airbag light on until I drove the car out of SafeliteSo between the time I drove in with no airbag light on and drove out two hours later with the airbag light on who caused the static interference? I am beside myself! The technician made a mistake and crimped a wire or hit something inside where the module isThat is the only logically possible way this happened Regards, [redacted]

I am rejecting this response because:they did not have trouble sourcing the part, I had found one the first weekThe error was they did not move forward with helping a customerThe customer had to find the part and constantly reach out to the businessThis is not how a company should treat the customerFor all the inconveniences I have had due to their errors I should be refunded, or compensated for my time and aggravation Regards, [redacted]

Dear Mr [redacted] , I’m very sorry for all the issues regarding the windshield installation for your Toyota HighlanderI do show that we brought out the incorrect windshield on different datesThere are in fact different windshields made for your vehicle based on the features and sensors that the vehicle hasIt appears that we selected the incorrect windshield on different occasionsI do see that we weren’t able to install the windshield on one occasion due to weatherBased on the part the technician had that day, we wouldn’t have been able to install it regardless of the weather because it still wasn’t correct I want to assure you this isn’t typical of the service that Safelite provides and I regret that this did occurSafelite would not behave in a fraudulent manner and we work with many insurance providers to identify and prevent fraudulent insurance claims from other glass providers I do show that you had [redacted] install the correct windshield for youI’m sorry that we let you down and we weren’t able to provide the service for youIf you have any additional questions or concerns, please let us know

In order to bring this issue to a satisfactory resolution Safelite has requested that an adjustor from an independent 3rd party view your vehicle and attempt to determine if Safelite is responsible. You will not be charged anything for this impartial 3rd party adjustor. Safelite will incur the expense. You should receive contact within the next few days to set up a time for the adjustor to view your vehicle. Once the report is done you will receive a copy and Safelite will receive a copy. Regardless of the outcome, Safelite will abide by the adjustor's determination. Please feel free to contact a member of our Executive Service Team at 1-866-212-5457 with any questions or concerns.

Dear Mr [redacted] I’m very sorry about all the inconvenience you’ve experienced regarding the windshield replacement for your [redacted] Tacoma.Our records indicate that we have received the windshield with the [redacted] logo that you requestedA representative left a message on December 21st asking you to contact us to schedule the installation.Our warehouse has confirmed that [redacted] is the manufacturer of the OEM glass for [redacted] The part that we brought out indicating it was OEM was indeed made by [redacted] on the same assembly lines at the OEM glassThe only difference is that it doesn’t have the [redacted] logo.Neither the technician nor the local shop had direct knowledge that [redacted] is the manufacturer of the OEM glass for [redacted] That information came from our supply chain team and our warehouseI do apologize that we weren’t able to confirm that with you when the technician arrived to do the work.Again, the glass with the [redacted] logo has arrived and we will be happy to schedule the installation for you

Dear Mr [redacted] ,I'm very sorry that the windshield repair that we did on your Chevrolet Trailblazer in August of has cracked furtherThe repair process is an attempt to prevent replacing the windshieldWhile we do have a very high success rate with our repair process, there is no way to determine how the already damaged glass will react to the repair process or how long the repair will lastSafelite does provide a money back guarantee with our repairsWhat that means is that if the repair ever fails or if the results are unsatisfactory, Safelite will credit the original paying party for the repair but replacement is the only optionWith your repair, Nations Auto Club was the paying partyThey aren't an insurance provider so if you are no longer covered by their services, they will not cover the cost of a replacementWith an insurance claim, if the repair fails, the insurance company will change the claim from a repair to a replacement and the Comprehensive deductible in effect for the original date of loss would applyI have included a full copy of our Nationwide lifetime warranty as well as the explanation of our repair guarantee from our website.I'm glad that the chip repair held for over years and I regret any unrealistic expectations that may have been set at any time about the repair process, the money back guarantee or what happens if the repair ever failsThe fact that it lasted over years is a great indication that the repair was performed proiperly by the original technician.I regret that we are unable to honor your request to replace your window at no chargeSafelite would be happy to work with you to provide a windshield replacement at the best price possibleWindshield repair warrantyThe repair process involves the injection of special adhesives into the damaged part of the glassThe degree of success of each repair is a function of several variablesThe best results are obtained when the damage is recent, the point of impact small, the cracks around the damaged area are small, and there is not moisture or other foreign matter in the damaged area.In some cases, the attempt to repair a windshield can result in the chip or crack becoming larger, and we are not responsible for such damageOur windshield warranty works as such: if you are dissatisfied with the repair, we will credit the cost of repair toward replacementIf your insurance company paid for the repair, the insurance company will receive creditWe guarantee that the repaired portion of the windshield will not crack further and that the repair will pass any state vehicle inspection, or we will credit the cost of repair toward replacement This windshield warranty applies as long as you own or lease the vehicle on which the repair was made and is not transferable

We replaced the damaged carport with a new carportThey even kept the old carport even though they were supposed to give it to usThey said they were using the old carport in their duck blind for huntingSo we didn't press the issue and let them keep itSo they got a brand new carport from us, and we let them keep the old oneAs far as the liner is concerned it is warrantied if it comes loose at the seamsA hole in the liner is not under warrantyThe only thing that can be done for this liner issue is patching it if they don't want to buy a replacement liner