Aloha Pools & Spas of Paducah

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to meThe problem is that the company has not communicated with their collection agency the resolution so I continue to get lettersIn accepting this solution I hope the company can close this out for good so I will not receive any communication from the company.I thank Revdex.com and the company for this resolutionI know the company is trying but they are not able to get their collection agency to stop sending me communication

Dear Mr***,I’m so sorry that the repair we attempted on the windshield of your Honda Civic 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 processOur technicians receive the best training in the auto glass industry and perform each repair to the best of their abilityThe 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 materialIf a crack expands while the repair is being performed it is highly likely that the repair would have failed quickly because the structural integrity of the windshield had been compromised by the initial impact .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 applyThe specific wording of the money back guarantee is included below.The fact that the damage cracked further was not due to an error on the part of the technicianThere is a risk of this occurring and this was disclosed prior to the work being startedI have attached a copy of the pre-authorization that includes the possibility that the damage may get largerThere is a signature on the paperworkAgain, I apologize that the repair wasn’t successfulWe must respectfully decline your request to replace the windshield at no cost to youThe quote that you received included replacement windshield wipers for $plus taxWe would be happy to work with you to provide the best price possible for the windshield replacementWindshield 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 damage. Our 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 credit. We 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

Response was lost during Hurricane Irma which led us to leaving our home based on a mandatory evacuation order. My complaint is still on Safelite"s business practicesOur car is a Lexus in prestine conditionWith years experience Safelite knew after market windshield they use would not properly work on this model with with only Lexus factory made windshields reliableThis was never disclosed so it took five different Safelite visits and extra days of my time wasted to get the windshield fixed. If we were informed by Safelite their aftermarket windshields would likely not work on our Lexus type we would have gone to Lexus or other more reliable repairers for a fix

Complaint: ***
I am rejecting this response because:Thank you for your response. I feel that reimbursement of my expense is still valid for the following reasons:SafeLite did the work and said they warranty it - I did not receive the windshield, nor was the work done by AutoNation.I have used Century Chevrolet for all my repairs on different vehicles - just because I purchased a vehicle from one dealership does not mean that they are my servicing agent as well.I believe you have declined my request without due diligence - I have secured the cowl from my service advisor if you would like to take a look at the pieceand both my service advisor and the mechanic are available to discuss why this repair was necessary due to improperly secured cowling after SafeLite replaced my windshield twice.I did not initially intend to place a claim against SafeLite when I brought my car in for repair. I was expecting the issue with the blower to be due to wear and tear. But now that I know that the blower was damaged beyond repair due to the SafeLite's technician - I believe that I am justified in asking for reimbursementRepairs were completed without notifying SafeLite because I did not want my children, dog and family to have to endure 100+degree heat without air conditioning while SafeLite coordinated a review and possible repairs.I would ask, prior to a flat decline of the request - you look at the vehicle, the damaged cowling and talk to two individuals with experience and training in this arena.Respectfully,
Regards,
*** ***

I am rejecting this response because: It is an insult, as I said in my previous message, never mind, forget it $doesn't cover a portion of the time I wasted on this, furthermore I don't want anyone at Safelite to have my address. As far as I'm concerned consider this matter closed There is no need for any further correspondence I wish I never would have heard the name Safelite
*** ***

I am rejecting this response because:Mr ***, you have replied but you failed to address my concerns.Maybe that's the way you work.The crack was less then the size of a dollar bill when your certified tech showed upAnd he immediately said "Yes, you need a new windshield." He said it would be $450.00.And he stated there were no chips from rocksa stress fracture.Since this was a LEASED car, shall I call *** and have you come out to their dealershipAs your National Warranty STATES Limited Warranty "warranted against defects in material or workmanship for as long as you own the vehicle in which the glass was installed" They are the True owner!And while I appreciate the generous offer you stated of me buying a Salelite windshieldI would rather buy a windshield for $from a local glass shop compared to your price of $450.00(per your certified tech)and probably get a better quality product since we are trading emails.I have notified my insurance of my experience with SafeliteAnd I will express my beliefs to my employees, clubs, friends, and church members.Thanks for your time***
Regards, *** ***

Dear Ms***,I understand your concerns about not having the option to request OEM glass through our websiteYour feedback has already been forwarded to our Senior Leadership team for reviewAll Safelite locations are corporate owned and operated. I want to assure you that there was never any intention to penalize the Safelite location or the technician for the need to replace the windshieldThe additional cost of the replacement is being absorbed at the corporate level.In the auto repair industry, the standard is to replace damaged parts with aftermarket whenever they are availableThis applies to all automotive repairs performed outside of a dealershipInsurance providers authorize OEM parts only if the insured has an OEM endorsement in place, if there is no aftermarket part available, or if the insured requests it and it falls within the Insurance providers guidelines for approvalTherefore the vast majority of automotive repairs are performed with aftermarket partsAny customer can request OEM parts if they are willing to pay the additional cost for those partsIt is my hope that at some point customers will have the option to request OEM parts through our website. That would likely stop the online process and direct a customer to contact a representative for further assistanceSafelite appreciates your feedback and will use it to continue to improve our company and our processes

I am rejecting this response because: I don't believe themThat means I have to wait yet another weeks or more making it a minimum total of weeks that my car has been damagedI have not heard a word from Safelite and was told on several occasions that they were already going to order the moldings and it still has not been doneI'm now going to go to a repair shop of my choice and get an estimate to see what they are going to charge to repair my front window molding and fix the inside molding the way it was before Safelite damaged my vehicle
Regards,
*** ***

Dear Mr***,
I'm very sorry for the delays in getting the replacement windshield installed on your Lexus RXIn reviewing our records, the only phone number we were provided when the job was scheduled was 732-986-A representative noted that a confirmation call was attempted on
February 22, but no voicemail was set up and she was unable to leave a messageI see that our technician was able to complete the windshield replacement on Saturday February
Your experience and feedback have been provided to the Safelite locations upper management and will be addressed appropriatelyIn addition, we have honored your request for a 20% discount off the cost of your windshield replacementThe price prior to the discount was $When the order is invoiced you will only be charged $for the work
Again, I apologize for the issuesWe do appreciate your business and appreciate your fedbackIf you have any additional questions or concerns, please feel free to contact us at 1-866-212-

Dear Mr* ***,I'm very sorry for the issues regarding the driver front door glass replacement on May 26, I understand that the glass replacement was necessary due to a break-inThe bent door frame you mentioned was due to someone using a tool to attempt the break-inI have attached a
picture our technician took prior to replacing the door glass showing the pry marks.You believe that the technician brought the wrong glass and therefore had trouble installing itI've been unable to locate any other part number that could be installed on your vehicleThe glass that was installed is correct and the technician had difficulty installing it because of the bent door frameYou advised a member of the Customer Care management team that you assisted the technician in the attempt to bend the door frame back to accommodate the replacement glass.As a courtesy, we have offered to refund the amount you paid for the door glass replacementYou acknowledged that you received a release of liability to sign and return to us in order to process the refundI have attached another copy of the release for youOnce you sign and return the document to us we will refund the $you paid for the glass replacement.Because the damage to the door frame was caused by someone breaking into your vehicle, we will not accept responsibility for the cost of repairsWe also must respectfully decline to pay for a replacement door glass as we installed the correct glass

Dear Mr***,I’m very sorry that the windshield replacement on your Mercedes GLKwasn’t up to parAs you are already aware, Safelite will provide a new windshield installation under our warranty at no cost to you.I spoke with the Safelite manager about the damage to the glass panel
between your windshield and the sunroof glassI received the attached picture taken by our technician on February 1, The damage shows a very clear point of impact by a rock or some other objectTherefore, this is not due to our installationThe Safelite store manager will be happy to provide you a quote for the panel of glass that is damagedAlso, he will be happy to schedule a windshield replacement under warranty.Again, I apologize that the windshield replacement was deficientWe will be happy to rectify that installation under warranty.We must respectfully decline your request to replace the glass panel at no cost to you

Dear Mr***,I’m very sorry to hear that you have scratches and gouges in the paint around the windshield installation area of your Toyota SiennaA Safelite technician replaced the windshield for you on June 24, We were first advised of your concerns on February 27, Our
technician did inspect your vehicle and took pictures of the alleged damageIn speaking with our Operations Manager today, I was made aware of his conversation with you about the issue and whether or not it could have been caused by our technician in JuneBoth he and our Quality Manager reviewed the pictures at length to assess whether we were responsible or notYou were contacted and the possibilities were discussed with the Operations ManagerAfter careful review, based on their combined years of experience; it was determined that the marks aren’t consistent with any of the tools our technicians use to remove the windshield and/or the trim pieces.Also, in your conversation you indicated that you are meticulous in the care and cleaning of this vehicle and any others you may ownWhile some of the affected areas are difficult to see, others are quite obviousIt seems highly unlikely that you would not have observed them at some time while attending to your vehicleSome of the areas are scraped down to the bare metalWith the passage of months time there would be some corrosion or rust in a few areas, but there was none observed by the technician nor visible in the pictures.As the Operations Manager advised you, there are times when our tools cause damage to a customer’s vehicleWhen that happens, Safelite takes responsibility and pays for the repairsIf there was any possibility that the damage could have been caused by the work we did in June, we would have stepped up and accepted liabilityBecause it is inconsistent with any damage that our tools might have caused, we must decline your request to pay for the repairs or refund what you paid for the installation.Safelite has no reason to doubt your honestyWe understand that you believe Safelite is responsible for the damageThe facts as we know them don’t support your positionIf you would like to discuss this further, please feel free to contact us at ###-###-####

Dear Ms***,
I’m very sorry that there was a new crack in the windshield of your Subaru OutbackOur records show that we replaced the windshield for you on February 13, At that time you paid your deductible of $and your insurance company was invoiced for the balanceOn
February 20, 2016, you brought the vehicle back to us to inspect the new crackAt that time a technician located a new point of impact and another windshield replacement was scheduled for February 27,
I see that we did replace the windshield for you on February 27, under a new claim filed with your insurance providerAs a courtesy, Safelite absorbed $of your $deductible and you paid $to SafeliteYour insurance provider has been invoiced for the remainderIt is our understanding that you were shown the point of impact on February 27, and agreed that the replacement was not covered by our warranty
Again, it is regrettable that you experienced new damage so soon after we installed your replacement windshieldWe do appreciate your business and than you for your understandingIf you have any additional questions, please feel free to contact us at 1-866-212-

Dear Ms***,
I’m so sorry to hear of the issues and inconvenience you experienced surrounding the windshield replacement on your Mazda Tribute that took place April 30,
While New York state law does allow for the transfer of the registration and inspection stickers from the old
damaged glass to the replacement windshield, the adhesive on the stickers is quite aggressive making it difficult to remove them without damageWhen that occurs, New York state law requires that they be replacedIn some cases, having the receipt for the windshield replacement will satisfy law enforcement until you are able to get the stickers replaced
While we aren’t responsible for replacing stickers that may be damaged, as a courtesy, we will be happy to reimburse you for the cost of the replacement stickersIf you received a citation, we will also reimburse you that amount, as a courtesyPlease feel free to contact our Executive Service team at ###-###-#### and a representative will advise you how to submit your receipts for reimbursement
Again, I apologize for your experienceThe damage to your stickers was not intentionalWe do appreciate your business and will be happy to assist you

It's as though they're not seeing the whole picture here It's not just all the wasted time they caused me it was the horrible workmanship.1) The disconnection of the wiper wash system that we had to reconnect on a busy freeway.2) The failure the sealant on the gasket after a couple weeks which they had to come out and reseal after the gasket let loose.3) The removal of the caps (that they are now re-ordering).The whole process has been a headache.You can file this dispute away, I'm done I own six vehicles and none of them will ever be touched by Safelite Glass.I will also be contacting my Insurance Agent who recommended Safelite to make sure he is in the loop.Sorry to have bothered you (***)
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Dear Mr***,I’m very sorry about the damage that occurred to your Eagle Talon after we replaced the windshield for youYou have been working with a member of our social media team who has been in touch with the Safelite Operations managerFrom the notes on file this is what has been
determined and the resolution that has been agreed upon.The hood pins were an aftermarket modification you made to the vehicle and not a factory standardYou were advised by Safelite and understand that due to the modification from the factory specifications, you should have verified before driving the vehicle that everything was replaced correctlyYou are filing a claim with your insurance company to make the necessary repairs to your vehicleAs a courtesy, Safelite has agreed to pay your insurance deductible for this claimAgain, I regret that this occurred and I’m glad that we were able to work with you to bring about a satisfactory resolution

Dear *** ***,I’m very sorry that you had a leak due to the sunroof drain on your *** *** In reviewing our records, I see that we replaced the windshield for you on August 22, We were first advised of the issue on December 12,
The manager of the Safelite location in your area has been in contact with the mechanic that looked at your vehicle multiple times since thenAccording to the manager, he was with the mechanic when you were advised by phone that the issue with the sunroof likely was unrelated to our windshield replacementSpecifically due to the amount of time that had lapsed between the windshield installation and the leak from the sunroofAt that time you advised that you understood and you would be by that day to pick up your vehicle.The mechanic, Dan, is off for the holidays and when he returns he has indicated he will provide documentation that we aren’t responsible for the leak or any damages associated with it.While this situation is unfortunate, Safelite isn’t responsible and we must respectfully decline your request to pay for any repairs

Dear Ms***,
I’m very sorry that the passenger side molding flew off of your Kia Soul after we replaced your windshieldI know it must be disturbing to have that occur while you are driving in rush hour trafficHad there been any incident because of it, your insurance company would
cover it just as they would if you blew a tire and a piece of it flew into traffic
I want to assure you that the moldings are trim pieces and don’t hold your windshield in placeYour vehicle would have been safe to drive even without the moldingThey are generally held in place by clips or double-sided tape when installed on the manufacturer’s assembly lineThe side moldings are removed and reinstalled during a windshield replacementSometimes the clips can weaken or break or the adhesive on the tape can break down and not be as effective in holding the molding in place once reinstalledThis is something we will take care of under warranty but we wouldn’t be responsible beyond your vehicle
Our records indicate that we were able to order a new molding from a dealer and get it installed for youWe also provided a rental vehicle while you waited for the part, as a courtesyRegarding your request for a full refund of your deductible, we would be able to offer a partial refund of $If you would like to accept that offer, we will need to verify your mailing address to send a checkPlease give us a call at 1-866-212-and a representative will be happy to assist you

I’m very sorry to hear that the windshield repair we did on your Ford Fdid 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 processIn 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
Once a repair has been done, the damaged area can’t be re-repairedTherefore, replacement is the only optionWe 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 prospect of paying for a windshield replacement or your $deductible, whichever is lessOur technician didn’t do anything wrong during the repair process, 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 SafeliteFeel free to contact us at 1-800-800-
Again, I apologize that the repair attempt didn’t meet your expectationsWe do appreciate your business and hope to be able to work with you to get a new windshield installed

Dear Mr***
I’m very sorry to hear that you have scratches on the windshield of your *** Edge which we installed on August 2, The information that we have shows that the scratches were a result of snow and/or ice removal that you performed using a standard snow and ice scraper
We also show that you spoke with a Safelite representative on February 3, who advised that this would not be covered under our National Lifetime warranty
Our warranty includes defects in the materials and the workmanship for as long as you own the vehicleA copy of the warranty is attached for your recordsWhile scratches made by a snow and ice removal tool would not be covered under our warranty, we understand that replacing the windshield again is not something you expected to happen so quicklyThe damage to your windshield is likely covered under your comprehensive insuranceIf you choose to file a claim for this new damage, Safelite would be willing to absorb your $deductible as a courtesyIf you would like to accept this offer, please feel free to contact a member of our Executive Service team at ###-###-####