Aloha Pools & Spas of Paducah

Dear Ms. ***,I'm very sorry that you had a water leak after we replaced the windshield of your 2013 VW Jetta. I understand that initially the Safelite location felt that the water leak wasn't due to our work. You have since been working with a member of our Social Media team and she has assured... you that we will pay for the repairs to your vehicle. Our representative has already received the estimate and contacted the dealership to advise them we will be paying for the repairs once they are completed.Again, I apologize for the issues. I'm glad that our representative was able to assist you in resolving this. As soon as the work is completed, we will pay the vendor for the work. Thank you for your understanding and Safelite appreciates your business.

they never intended to fix my windshieldthe day arrived in which they were supposed to replace and the tech showed up with NO windshieldIf I was your mother,sister or daughter how would you feel about a company that values their negligent employees over their customers They pretended to check the windshield and made up an impact point if it was an impact it was due to safelites tech the day of servicesI never cleaned the windshield or wipers and haven't even washed my car in weeks yet to this day.we don't have muddy places or dirt roads in which I drive onThe tech that arrived with no windshield told me he was noir going to discredit the services of his friend\coworker and the manager who never seen the windshield argued with me as though I'm at fault.is this the image you want your company to portray.sending this letter viral.The people need to know what to expect if they choose safelite for services.is one but windshield really worth losing multiple possibly thousands of customers.God bless you and enjoy your day.People even your employees aren't perfect and can ,will and in my case has made mistakes

Dear Ms [redacted] ,I’m so sorry to hear about your experienceI want to assure you that this information has been relayed to management on the Corporate level as well as senior leadership in the field.I have reviewed your statement and looked through the notes we have on your work orderI won’t try to explain how or why things happened the way they did or justify any Safelite associate’s words or actionsI will extend a sincere apology and let you know these things shouldn’t have happened.I do see that we replaced the windshield on your Volvo XCtodayI hope that everything with the appointment and installation was to your satisfactionAlso, I hope that the windshield replacement has stopped the water leakAt Safelite, we are always striving to do betterYour honest feedback will aid us in determining ways to improveWe do appreciate your business, your time, and your feedbackIf you have any additional questions or concerns, please feel free to contact our Executive Service team at ###-###-####

I’m sorry that you found our most recent response to be unsatisfactoryMy understanding is that we haven’t done any work on your vehicle and you don’t wish Safelite to work on your vehicleYour frustration is understandable and I regret that this occurred There is no reason for any customer to be treated in a rude or unprofessional mannerYour feedback about your experience has been documented and has been shared with the field managementWe appreciate you letting us know about your experienceWe will use this information to assist in our goal to continuously improveIf you would like to discuss this further, please feel free to contact a member of our Executive Service team at ###-###-####

Dear Ms [redacted] ,I’m very sorry that you have been experiencing a water leak in your Nissan QuestI reached out to the Operations Manager in your area and he wanted to see if we could arrange to do a removal and reinstallation of the glass to resolve any lingering water leak concerns.We want to make sure there aren’t any issues in the futurePlease feel free to contact our Customer Care team at ###-###-#### or reach out to the Safelite shop directly to schedule the warranty appointment

Dear Ms [redacted] , I’m very sorry that our attempt to repair the damage to your Acura TL 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 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 expenseNow 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 cost to youWe would be happy to work with you to provide the best price possible for 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 you

I believe that MrCox heard the quote as $(as seen on the first email) but didn’t understand that was just parts and labor and the email explains the exact amount for disposal, mobile fee and taxesThe CSR tells the customer that there are additional charges but doesn’t have the exact amount when reading the scriptAll of this is moot because I was able to get the total price below the $for him JThanks,NancyNancyS*** | Customer Recovery Agent [redacted] *** [redacted] [redacted] * [redacted]

I am rejecting this response because: I want proof that they are actually ordering the windshield. I want a purchase order and tracking information. How am I supposed to just accept that they "ordered" it without any proof. I lack any confidence in their ability to perform the requested services by their word alone. Regards, [redacted]

Dear Mr***,I'm very sorry that the rain sensor didn't work after we replaced the windshield on your Lexus LS In reviewing the file, it appears that we made several attempts to correct the issue and eventually replaced the windshield, rain sensor, and other miscellaneous required parts with factory partsThis was all done at no cost to you under our warranty. I apologize that it took quite some time to rectify the issue and you experienced inconvenience during that processIf there is anything else we can do to assist you, please call ###-###-####

Dear Mrs [redacted] , I’m very sorry that our attempt to repair the windshield of your Nissan Quest wasn’t successfulAlthough we have a very high success rate with our repair process, there is no way to determine how the already damaged glass will respond to the procedure prior to beginning the jobI have attached a copy of our warranty for referenceIn the paragraph for Windshield Repair the process, limitations and our money back guarantee are explainedIn particular it states: “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 damage.” To address your questions of pricing, the technician only had access to the amount that Allstate agreed to pay for a windshield replacement if a claim was filedThe quote you received on our website is a cash price and is less than what your insurance company agrees to pay for the workThe cash quote you received would be correctI have saved the cash quote under reference number [redacted] if you would like to schedule the replacementThe quote including tax is $for service in a Safelite shopThere may be an additional cost for mobile service Again, I apologize that the repair attempt was not successfulIf you would like to schedule a replacement, please feel free to contact our sales department at ###-###-#### and reference the quote number aboveSafelite does appreciate your business

Dear Mr [redacted] , I'm very sorry for the delay in getting the additional information and responding to the issue regarding damage to the dash of your Toyota CamryI am happy to report that all the necessary information was provided and the replacement of your dash has been approvedI spoke with [redacted] at [redacted] Toyota today and he is preparing an updated estimate and planning to order the necessary part/sSafelite will pay for the parts up front and will pay the balance once the work is completedWe will also provide a rental vehicle if needed while your Camry is being repaired If you don't hear from [redacted] Toyota in the next few days, please feel free to contact them to arrange a time for the work to be doneAlso, a representative from Safelite's Executive Service team will be in touch with you regarding setting up a rental vehicle if needed Again, I apologize for the damages and the time it has taken to get the repairs authorizedIf you have any questions or concerns, please feel free to contact us at 1-866-212-5457,

Dear Ms [redacted] ,? I’m very sorry that you have damage to your [redacted] We have addressed your concerns each time you have submitted a complaintWe have responded to you directly, we have responded to your insurance provider and we responded to the news media when you complained to Action I have included the response that was provided to the news stationAs well as the preinspection pictures and preinspection report.? We’ve been in contact with Ms [redacted] since her first complaint after the appointment on SeptFor your background, Safelite AutoGlass technicians perform pre-inspections of vehicles to note any existing damageWe take photographs, which are time-stamped, and then review them with the customer(We’re happy to share those if you’d like.)? In Ms [redacted] ’s case, we have time-stamped photographs of the damage prior to the appointment that match the damage in her photographs from after the appointment, one being a door-dingMs [redacted] ’s appointment took place in a crowded parking lot, and the technician asked her to move her vehicle to a spot away from other vehicles so there was no chance for him to cause a door ding.? Ms [redacted] attempted to file the complaint again, and our Executive Services team scheduled the Octappointment she referenced, which was later canceled because our local manager already verified the damage was not caused by our technician.? At Safelite, we stand by our work and will always take care of any issues caused by our techniciansIn this case, our review indicates the complaint is unwarranted.? Because the damage was documented prior to the technician beginning the work, we will again respectfully deny any liability for it

I'm very sorry for the damage that occurred during the windshield installation on your Chevrolet SonicOur records show that another Safelite representative has already been in contact with you about all your concernsAs a result, You will be receiving a refund of $which represents half of the deductible you paid for the installationWe are also paying for the body damage caused and supplying you with a rental vehicle while yours is being repairedOn Tuesday 1-12-a Safelite technician will be out to correct the issues regarding the installation of your rear view mirror Again, I apologize for the damages to your vehicleWe do appreciate your business at Safelite and thank you for your patience while the repairs are taking place

Dear Ms. [redacted] ,I’m very sorry that you are continuing to hear air noise while driving your 2007 Saab 9-5. We do want to resolve any issues that developed as a result of work we’ve done for you. The store manager, Donna, did let me know that she had spoken with you previously and offered a sincere... apology to you.We would like to ask that you allow us one more opportunity to take a test drive in order to hear what you hear and determine where the issue is coming from. At the same appointment, we will inspect any damage that may have been caused by our work. The issue of the windshield not having a blue shade band is one that we can’t correct. The glass is no longer being manufactured with that feature, making it impossible to purchase and install for you. We have installed a windshield with a gray shade band which is the only shade band color available for your Saab. Again, I do apologize for your frustration and the inconvenience you’ve experienced. We sincerely want to correct any issues that were a result of our work. Please feel free to reach out to our Customer Care team at ###-###-#### or to the shop directly to schedule an inshop appointment at your earliest convenience.

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Attached are pictures taken on 4/28/after we had paid a contractor to dig an area and roughly level the ground before Aloha's contractor came to do the finish grading, as well as pictures taken on 5/10/indicating the sand that had been delivered to the area by Aloha along with the water from rain that had occurred washingThere is also no dirt pile as indicated by Mr [redacted] in his responseThe contract with Aloha also states that the contractor does not do any backfill as suggested by Mr [redacted] The contract also states they will only do leveling to a max of 12" (inches), so there could not possibly have been a foot pile of dirt as he claimsWe do have invoices and scope of work orders from contractors we hired in advance of the install to dig out the area and to build the retaining wallAs Mr [redacted] has indicated he removed dirt from behind our retaining wall, he is now liable I am sure for any issues that may arise if that wall is breached and were to collapseI can only assume he needed it to cover up any issuesAfter the pool was completed and we started filling, Mr [redacted] told us he would be back the next day to plumb the pool, but it was in fact days later before he showed upNo instructions were given as to how full it should beWhen he made a comment about the water level I offered to drain it and was told by Mr [redacted] he could make doHe attempted to wrap a cordless drill in a plastic bag to secure the screws for the plumbingI had to tighten them myself later as the filter basket was leaking at the wall of the poolI have pictures of that as well (that were also sent to Aloha)Now I find he has pictures of my family on his FB page without my knowledge or permission (which does not indicate any drinking as he stated)This is a violation of my family's privacy and will not be tolerated (I will deal with that matter separately)The fact is the install was poorly done and we now have a pool with structural issues and they are trying to pass the blameMr [redacted] came to the house and alleged that I told him to install the pool anyway, even though he says he told me he didn't have the needed backfill dirtHe is the professional builder and should not have done construction if he felt it was not readyI never told him to do something that would have gone against his suggestions (again I do not build pools for a living)There are many inconsistencies in his response and many statementsWe still desire to have this pool removed and replaced with a newly constructed pool at Aloha's expense, as we paid in good faith for a NEW pool in good condition and that is not what we have received.Regards, [redacted]

I believe we need to take this before a judge so we can can have these things done and check by a neutral party and see if the court can better help us so that both parties best interest is a the forefront because I dint want to be taken advantagd of as we deal with the details of this case of the water leak Regards, [redacted] ***

Dear Mr [redacted] , I’m very sorry to hear that the windshield on your Subaru Impreza Wagon cracked after a technician replaced the moldings under warrantyUpon inspection, the crack appeared to be caused by an object striking your windshield which would not be covered by our warrantyHowever, as a courtesy, we are offering to replace the windshield at no cost to youA representative from our Executive Service team left you a message indicating this on July 6th Please contact us at ###-###-#### to schedule the replacement at your convenienceWe look forward to assisting you with your windshield replacement

I’m very sorry that our attempt to repair the damage to your Chrysler 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 process I apologize that the repair on your vehicle has failedOur 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 (if you have one) or out of pocket cost would applyIf you are interested in a new windshield please feel free to contact your local shop or you can call our office at 866-212-5457, we will speak to a manager to offer a discount on a new windshield

Good Afternoon, I just received an update from a supervisor in our Sales Quality Assurance departmentSafelite is unable to release recorded calls outside our call centerI'm sorry that I'm not able to send you the recorded call I was able to confirm that the QA supervisor spoke to the consumer on July 12, and did play the recorded call for him and had a lengthy conversation with himThe consumer wasn't satisfied even after hearing that he did confirm the part incorrectly to the representativeMr [redacted] stated that the glass was stationary not a power window when asked by the Sales RepresentativeThe email I received from the QA supervisor specifically stated "I called the customer and played the audio for him and we discussed itI played the portion of the call where the part was confirmed and selected, and the customer was not satisfiedI explained to the customer repeatedly that because he confirmed the part incorrectly, there was no error on the part of Sales." In Mr [redacted] 's vehicle the back window is a pane assembly, not a single piece of glassMy guess is that when asked about the glass he responded that it was stationary because the single pane that broke was not the sliding piece but one of the stationary panes on either side of the sliding paneAs a courtesy, I would be able to absorb $of the cost of the jobThe total for the correct part is $ and I could offer a price of $ If there is anything else you need, please let me know

Dear [redacted] ,I do apologize that the windshield repair we performed has failed and is cracking furtherPlease know that no repair technician at Safelite would perform anything less than their best work intentionallyOur repair technician’s compensation is directly impacted if a repair is unsatisfactoryThey only perform repairs and don’t benefit if the windshield requires replacementWe stand behind our work with a money back guarantee because our technicians are the best in the business.After discussing your concerns with the local Safelite manager, we have determined that the best way to resolve this is to offer to replace your windshield in our shop at Northern Cross BlvdFort Worth, TX As a courtesy, we will perform this replacement at no cost to youIn addition, we will credit the $you paid for the repair back to the credit card you provided at the time of servicePlease allow 5-business days to see the credit on your account.Again, I’m sorry that the windshield repair failedPlease give us a call at ###-###-#### if you would like to schedule the in-shop replacement