Aloha Pools & Spas of Paducah

Dear Ms***,Thank you for including the pictures of damage on your vehicleIn one of the pictures, there appear to be a couple scratches that have been covered with toupaintThe picture of the door appears to match the pre-inspection picture our technician tookIt's not clear what the third picture is but it appears to be in the area of rear fender.In reviewing the notes of conversations with members of our Executive Service team, it appears that the damage you believe our technician caused is on the passenger side wheel well and the passenger side rear doorPrior to beginning the work, our technician had you move the vehicle from the crowded parking lot at your workplace into an area away from other vehicles to prevent any additional damage from occurringCould you please verify where the damage is that you believe we are responsible for? Also, could you please clarify how you believe the damage occurred when there were no other vehicles in close proximity to your vehicle while the technician was working? I want to assure you that Safelite stands behind our warranty and if we find evidence that clearly indicates we are responsible, we will pay for repairs.Thank you for your cooperation while we work to resolve this issue.

I'm very sorry for the damage to the windshield washer hose and the delay in getting this corrected for youIf you haven't already, you should be contacted by the lead technician in your area to get the correct part ordered and installed for youIn addition, we are honoring your request for a full
refund of the $that you paid for the windshield replacementA check will be mailed to the address on fileYou should receive the check in 10-business days.Again, I apologize for all the inconvenience you have experiencedIf you have any additional questions or concerns, please feel free to contact the Executive Service team at ###-###-####

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to meRegards, *** ***

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.

Dear Carmen Minardi, I apologize for not getting back to you soonerI have been under the weather lately. I did receive the letter dated February 18, 2016, containing the warranty from SafeliteObviously none of the Executive Service Team read the Limited Warranty paragraph regarding, “Automobile glass is warranted against defects in material”.I have owned ten (10) vehicles, while living in *** and scraped ice off the windows on all ten of themNone of the windows, rear windows side windows or front windows scratched, except for the replacement window installed by an Autolite technician, on August 2, 2015.Autolite suggested I report this to my insurance carrier and Autolite would replace the windshield pay my $deductibleIf I were to allow them to do that what guarantee do I have that when the inevitable would occur and ice was scraped of the replacement windshield, that would not be scratched.I will take care of the scratches myselfIn addition, I will be informing everyone that can read how Autolite takes care of its customers in ***, when ice is scraped off their replacement windshields.Sincerely,** ***

Dear Mr*** I’m very sorry that it took so long to receive and install the replacement moldings on your Infiniti GAlthough the issue with the moldings was due to a manufacturing defect, not our installation, as a courtesy we did order and install them at no cost to youAccording to
our San Antonio, TX location, one of our master technicians was able to install the parts on Saturday April 21, It is our understanding that this has been resolved to your satisfactionAgain, I apologize that it took so long to receive the moldingsIf you need any additional assistance, please let us know

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to meI attached two estimates to repair the damage
Regards,
*** ***

Dear Mr***,
I'm sorry that your rain sensor isn't workingAs we have previously stated, Safelite did purchase a new rain sensor and install it in your vehicleThe fact that installing a brand new part didn't correct the issue is an indication that there is some other reason that the rain sensor isn't workingWe have also previously stated that we need something dated after June 10, from the dealer stating why and how Safelite is responsible for the nonfunctioning rain sensor before we would even consider taking another look at your warranty requestTo date, we haven't received anything
At this point, there is nothing more we can doOur position will not change unless we receive some new information that warrants further review

I am rejecting this response because:While I do thank Safelite for responding to my complaint, I must reject Safelite's solution to my complaintThe response did not address the fact that the windshield was cracked without an impact point prior to damage in another section of the windshield being damaged by external factors, which was not the basis for requesting a warranty repairSaftelite has continued to not address that fact.Absent corrective action from Safelite on this matter, I will be referring this to my attorney to recover damages from the cost of replacing the defective windshield
Regards,
*** ***

Good afternoonI have had a chance to speak with the installer as well as the owner of Aloha at the time this complaint occurredApparently there were a lot of miscommunications at the time of the build that contributed to the issues defined in the complaintFor one, it was understood that only so much water was to be filled into the pool and to cut it off (below the skimmer)This didn't happen as when Aloha came back out, water was spilling over the pool as it was filled to the very topAlso, it was understood that nobody was to get into the pool for a few days after the pool was finishedWhen Aloha showed back up, it was obvious that there had been people in the pool due to the pot marks in the poolAlso, Aloha had brought a load of dirt out to back fillWhen Aloha got there to move the dirt into place, it was missingOwner said there was no dirt, we spoke to the man who delivered it and he swears it was deliveredFurthermore, the owner admitted to having a guy in a bobcat at his place that was moving stuff around. So Aloha brought (at their cost) another load of dirtFinally, after some windstorm blew through, it knocked the walls (or some of the walls) down bending themAt this point, the owner said he didn't want Aloha on his property but wanted the pool repairedAloha then subcontracted out the work to a Nashville pool crew to go and repair the pool - which they didSo, to this complaint, a lot of the issues could have been avoided but, at the end of the day, Aloha paid to have the pool repaired.Best,***

I am rejecting this response because: once again as previously stated.....your technician failed to inform my daughter that if the windshield did crack beyond repair safelight will not be responsible I have already replaced the windshield and an now seeking reimbursement I have attached a copy of the invoice I am only asking for the reimbursement of the windshield and not for lost wages to get it replaced at this time

Dear Mr***,I'm very sorry for the damage to your Mini Cooper when we replaced the door glass for youI located the estimate of repairs in the amount of $ I do see that this amount was approved by the District ManagerOn May 21st a Customer Care representative reached out to BMW
Concord to let them know the amount was approvedA message was left with our contact number, ###-###-####, but I don't see we received a call back.If the work hasn't yet been completed, please feel free to schedule it with BMW and we'll pay them directly once the work is completedIf you've had the work done and we need to reimburse you, please forward the paid receipt and we will send you a reimbursement check

Dear Mr***I'm very sorry that there was paint damage to your *** Sierra due to our installation of a replacement windshieldI also regret the amount of time it has taken to reimburse you for the repairsI appreciate that you included all the documentation as I was able to retrieve and
save what I needed quickly.There was never a question of liability, Safelite accepted responsibility for the damageI have submitted a check request payable to you in the amount of $You should receive the check in 7-business daysAgain, I apologize for your frustrationIf you have any further questions or concerns, please feel free to contact our Executive Service team at ***.

Dear Ms***,
I’m sorry for the delay in responding to your most recent correspondence through the Revdex.comI have been working with our Field management team to come to a fair resolution of the issues with your Chevrolet Traverse
The warranty we provide does specify that we need to be notified within days of the customer noticing a potential warranty issueThe windshield installation was done in September of and we were notified of the issues on March 2, Had we been contacted during that time period, we would have been happy to schedule a no-cost warranty appointment to inspect the vehicle and test for any windshield leaksTherefore, we will pay for or reimburse you for any work that was performed after March 2,
Because *** *** *** removed and resealed the windshield, you would not have any future warranty with SafeliteIf you could submit any estimates or receipts for damages or work done, including the work done by *** *** ***, we will pay those amountsWe would need to have you sign a Release of Liability indicating that you agree to the total amount and that you will have no further warranty with Safelite Auto Glass
Although, we stand behind our initial statement that the issue was likely not due to our installation; we do want to address your concerns and bring this to a fair resolutionOur technician did a proper test for any indication of leaking and found noneSafelite does care about the well-being and safety of our customersPlease feel free to contact our Executive Service team at 1-866-212-to discuss this further or to obtain the email or fax number to send any estimates or receipts

*** has gotten back to me and will be taking care of this issue.Regards, *** ***

Complaint: ***
I am rejecting this response because:the response is discussing a windshield that was replacedHowever, it does not discuss the scratches and dents that the technicians put on the car during the windshield repairThey did a vehicle inspection prior to the windshield replacement and there was no damage on the carWhen they returned the car it had a large dent on the right side and several scratchesThis is a new carFurthermore Ivan R*** gave me a card and a number for the car to be repaired at their expense which means that they are assuming responsibility.Also, it is an assumption in your part that I will not be charged for the windshield repairEnterprise charged it to their account and and I will pay for the repair before I purchase the vehicleI will be purchasing this vehicle and it is my responsibility at this time to ensure that this vehicle is repaired by the party who is at fault.I was told to submit a estimate for the repair to *** which I did submit the same dayAlso, I will submit a copy of the business card that I was given to on the day of the repair/ damage
Regards,
*** ***

Dear Mr***,I'm very sorry that the paint in the area surrounding the driver quarter glass on your Jeep Wrangler was damaged during the removal of duct tapeSafelite utilizes "painters" tape with a much less aggressive adhesive to hold moldings in place after an installationWhen
protecting an open area when tempered glass is broken, Safelite will cover the area with "crash wrap" which is a film with adhesive on one side that is very unlikely to cause paint damage to a vehicleAny person that has tempered glass damage can have their vehicle crash-wrapped at no cost in a Safelite location.The attached pictures show that prior to Safelite working on the vehicle, some type of covering had been held in place by duct tapeNeither the covering nor the duct tape was supplied or applied by SafeliteWhen our technician arrived to do the work, it was already in placeThe technician needed to remove the tape and whatever covering it held in place prior to beginning the glass installationAttached are pre-inspection pictures of the areaAs you have already been advised, Safelite bears no responsibility for any damage done to the vehicle due to the duct tape that was usedOur technician only attempted to remove the tape in order to perform the glass replacementWe didn't provide the tape, we didn't apply the tape and once it was on the vehicle there was nothing we could have done to prevent the damage.I'm very sorry that you are dealing with thisHowever, Safelite is in no way responsible for the damage

Dear Mr***,I apologize for any misunderstanding regarding the amount that our field management team agreed to reimburse you for down time while your truck was being repairedThere was never an agreement to reimburse you for weeks of down timeEach time you contacted either the Executive Service team or a member of the field management team, you were advised that we would only reimburse you for week of down timeWe do have notes that you spoke with a member of our Executive Service team on August 17, In that call you stated you received an email from Derrick stating that we would not reimburse you for a 2nd week of downtimeYou replied that you would contact an attorneyYour attorney suggested you contact Safelite again and see if you could discuss this with Derrick's manager.Your request has been thoroughly reviewed by the Store Manager, Operations Manager and Division Manager to whom Derrick reportsThey are all in agreement that we will not compensate you for an additional week of down time because the repairs done by the shop of your choice took an additional week to completeThe repairs were to be completed on August 13, and we were advised that you picked up the truck on August 22, As a courtesy we paid for the repairs in the amount of $as well as reimbursing you week of down time in the amount of $Safelite will not agree to any additional compensationOur position will not change regarding any additional compensation

Dear Ms***,I understand your frustration about getting estimates to correct the issuesWe want to make sure that you have the work done by a vendor of your choiceWe want you to be comfortable with the company that fixes your vehicleThe Safelite shop did attempt to locate replacement moldings for your car but were unsuccessfulYou may have better luck by taking the vehicle to a dealer or an upholstery shop near you that may be able to clean the moldingsGetting an estimate will likely be easier by allowing the company to see what they will need to doWe want to make sure that your vehicle is repaired to your satisfactionWe aren't trying to make things more difficult for you, we just want you to be happy with the results.Again, I'm sorry for the damages to your vehicleWe do appreciate your understanding

The technician who installed my windshield was sent to evaluate the liability of Safelite on this matterSafelite has taken his evaluation to make their decision to not help me with issueI cannot believe no one but me thinks this is ridiculousOf course he is not going to find anything wrong with his installation workI inquired about this issue to other Toyota Tacoma ownersNone have ever had the trim piece in question "just randomly fly off" like Safelite swears byIt is obvious that are not going to do anything about this