Aloha Pools & Spas of Paducah

I requested a dealer windshield from the startThe local manager agreed and said it could be doneNever asked me to make the change to an alternative partThe alternative part was installedAlso the moldings on the top and driver side of the car where damaged and glued back onWhen time came to replace the moldings only the moulding on the passenger side was being repaired not all of the damaged partsAt this point I had to take matters and get my windshield repaired elsewhereI have a family and the safety of my family is top priorityAlso you business never tried calling meWe actually found out they were not calling the correct number based off of how it entered into your system and no one was looking at the notes to get the correct number for contactI could not continue to have water leaking and causing anymore damage to my vehicleYour company was not going to fix all the parts that was damaged they did not even order all of the damaged parts

Dear Ms***,
I’m very sorry that you have new damage to the windshield of your Toyota Camry, so soon after we replaced it for youI apologize if you were led to believe that this occurs frequently or that it happens more often with Aftermarket glass than it does for Dealer glass
All replacement vehicle glass, whether aftermarket or from the original manufacturer, is required to meet the same Federal Motor Vehicle Safety standards for safety, light transmission, and structural integrityAll the glass that Safelite installs, regardless of who manufactured it, is high quality and meets or exceeds the standards set for motor vehicle glass
I understand your skepticism, and I don’t know that anything I could say or show in writing will change your position at this timeI did leave a message for you today so that we could discuss this further and bring this to a satisfactory resolution
Please contact our Executive Service team at ###-###-#### so we may discuss this further and resolve this for you

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

Dear Mr***,I have been in contact with the Safelite management team in your areaAfter verifying the damages to your vehicle and reviewing the estimates provided, we are willing to accept responsibility for the damages that our work causedAttached is the estimate you provided for the aftermarket windshield replacementI will elaborate on what we will be responsible for, what we won’t pay for and the reasons. Line#2 Replace the windshield Part: 324.10 Labor hours @ = 193.05 Line# 7 Interior Detail (Sublet) 125.00 Subtotal 642.15 Sales Tax @ 6.875% 44.15 Total $the amount we are willing to cover.We will not pay to remove and reinstall the headlinerThe stain is very small and should not require removal of the headlinerRemoval of the headliner could cause more damage, for which we would not be responsible.We will not pay to inspect the air bagThe air bag light is not staying onIt comes on as IT should when you start the vehicle and then goes outThis indicates that the airbag system is working properly.When the windshield is replaced, it will include remove all the urethane so there should not be an additional amount charged for that.We will not pay to diagnose the service engine lampThis indicator is also not staying lit so there is nothing to diagnose.We will not pay for the Butyl Glass kit as butyl is no longer legal or safe to use in glass installationsWhile we are more than willing to pay to have the necessary repairs made, we are not willing to pay for “possible” issues or issues that don’t currently existIf you have any additional questions or concerns, please feel free to contact our Executive Service team at ###-###-####

I truly apologize for any inconveniences causedWe would be more than happy to reimburse you the amount of $to the address we have on file for youIf you have further questions or concerns, please contact our Executive Service Team at ###-###-####

Dear Mr***
I’m very sorry that you found a scratch on the rear quarter panel and taillight of your *** ForesterAt this time, the damage has been viewed by a manager with Safelite and we have determined that it is not consistent with something that could have been caused
during our installation
We have also been in contact with your insurance provider, ***It is our understanding that you were left a message by a representative at *** that the next step is for a Field Examiner to view the damage*** is awaiting your call in order to set that upIf the field examiner determines that the damage was caused by Safelite we will abide by that determination and pay for the repairsIf the damages are not determined to have been caused by Safelite, *** claims has indicated that they will cover the cost of the repairs
If you have any additional questions or concerns, please feel free to contact our Executive Service team at ###-###-####

Dear Mr***,I’m very sorry for the miscommunication about the amount due for the windshield repair we performed on your Toyota SiennaI do see that you paid the amount due on August 15, At that time *** *** should have been notified to discontinue all collection actionI
have reached out to our billing department to have this rectified*** *** will be contacted and you will likely receive an email to confirm this action.Again, I apologize for the issue and the inconvenience you have experiencedIf you have any additional questions or concerns, please feel free to contact us at ###-###-####, opt #then opt #

Dear Ms.***,I'm very sorry to hear that you have a dent near the side view mirror on your Subaru XV CrosstrekOur records show that we replaced the windshield for you on May 16, We do provide a nationwide lifetime warranty on the materials and our workmanship as long as any warranty
issue is brought to our attention with days of discovering itYou first contacted us over months later on September 22, 2016.When the manager did view the dent, it was quite prominent and not something that would likely be overlooked for monthsTherefore it was determined that this is not something that we would accept responsibility for.You have also been in contact with several members of our Executive Service team and have advised us on numerous occasions that you intend to file a lawsuit for damagesIf we truly felt that we were responsible for the damage, we would take care of it under the terms of our warrantyThere is no telling what happened in the months between the time we performed the windshield replacement and the time that you first reported it to usWe just don't see any way that we could be responsible for the damage.Please feel free to contact us at ###-###-#### with any additional questions or concerns

I'm very sorry that the moldings were damaged during the windshield replacement on your Honda CR-VOur notes indicate that the Safelite Operations Manager has already reached an agreement with you about this issueSafelite is cutting you a check in the amount of $so that you may have
the vendor of your choice replace the damaged moldingsThe check will be hand delivered to you by the Operations Manager along with a Release of Liability for you to sign indicating that the $payment reflects a complete settlement of the issue with the moldings
Again, I apologize for the damaged moldingsSafelite does appreciate your business

Dear Mr***,
I’m very sorry for any confusion regarding the windshield repair we performed on your Jeep Wrangler and the money back guarantee that is providedOur technicians must complete an extensive training course and be certified before working on any customer’s vehicleEach technician is thoroughly trained on our warranty for glass replacements and our guarantee for repairs and must be able to correctly advise customers of the details
I checked with the Safelite location in Pooler, GA to verify what type of information was posted in the lobby about windshield repairsI have attached a picture of the sign posted in that locationIt does state that if you are ever dissatisfied with your repair, the cost would be applied toward the cost of a windshield replacementThere is nothing that states we will replace a windshield at no cost to the customer
Again, I apologize that the repair has cracked outWhile we are unable to provide a free windshield replacement, we will be happy to provide the best replacement cost possiblePlease feel free to contact us at ###-###-#### with additional questions or concerns

I am rejecting this response because:The people who investigated the problem with the leak did Not water test for leaksThe tech who installed the window could see the light comming in around the slider channel and the windowThe area manager who came out could see the same thingThe manager said a tech would come and seal it if he could figure a wayAlso stated he would send a gift card for all my trouble

Dear Mr***,In addition to you complaint filed with the Revdex.com, Safelite received the same complaint filed with the Connecticut Department of Consumer ProtectionOur Senior Corporate Counsel sent a response to the CT DPC and I have attached a copy as our reply to your previous rejectionAgain, we are not accepting responsibility for any damages to your vehicle for the reasons outlined in the attachment

Please note in our file that Safelite responded in a very professional manner and that the issue has been satisfactorily resolved. Thank you for your help as it was essential in bringing about a resolution.

Dear Mr***,I’m very sorry to hear of the issues regarding the windshield of your Nissan MaximaIn reviewing our notes we initially replaced your windshield in March In August 2016, you contacted us about a crack in the windshield that didn’t appear to have an impact pointA
representative scheduled a no-cost warranty appointment for a technician to inspect the glass to determine if this was a warranty issue or if the crack was caused by something hitting the windshieldIf there was no point of impact, the windshield replacement would have been covered under our warrantyOur technician did find a point of impact and we provided a quote to replace the windshield and scheduled an appointment.Because of the amount of time that has passed, I wasn’t able to determine why the appointment was rescheduled and subsequently cancelledI am able to confirm that the first replacement windshield was damaged and couldn’t be installedI trust your recollection of events and I regret that you were never contacted by the shop manager as you were promised.Regarding the warranty, because the technician determined there was new damage to the windshield the replacement would have been out of pocket for youFive months had passed between the time we installed the windshield and the time that you contacted us about the new crackMost “stress cracks” occur within the first few weeks after the replacementIf there had been no evidence of an impact point, we would have replaced the windshield at no cost to you.If there had been a “defect” in the glass it would have been apparent immediately after the windshield was installedThere is no predicting when an object will strike a windshield and cause it to crackThe fact that you had a crack that required a second replacement after months has nothing to do with the quality of the glass and everything to do with the object that struck your windshieldAll replacement glass must meet the same Federal Motor Vehicle Safety standards for safety, light transmission, and structural integrityWith all this in mind, we must decline your request to refund the $you paid for your windshield replacement in March 2016.Again, I apologize for your experiences and the inconvenience they caused

I do not accept this response as an adequate means of resolving said issue, being the the very next day my window cracked more coming from the initial repair site, additionally I nor my wife was informed of the warranty or gaurantee details before the work was started, leaving me no choice but accept the work already being done to my windshieldIt is very disheartening when a company does not truly stand by their workIf this can not be resolved by the company itself, then I will be forced to file a lawsuit, and pursue this matter legallyI am getting my windshield replaced Monday out of pocket due to lack of time and for the simple fact that I am not going to pay the deductible price of $500, when it's cheaper for me to do it elsewhereThe only way for this matter to be truly resolved would be full compensation for the price of the new windshield along with charges for labor and all applicable taxes

We also received this as an email from the consumer sent Wed June 28, at 1:36AMThis reply was sent Wednesday June 28, at 1:58PM.Dear Ms***, I’m very sorry for the inconvenience this has caused youThe only reason the paperwork shows pieces of glass is so that the
shop can account for the broken glass for inventory purposesYou won’t be charged for both pieces of glass when the work is invoicedIf you have any additional questions or concerns, please feel free to contact us. I can’t say if the same technician will or won’t be routed to do the work on ThursdayThat will be set on Thursday morning by the dispatcher

they only let me hear seconds of the whole conversation I would like the whole conversation not just what sounds like what they want to hear Not only in the conversation do I state it's a power window also in their notes I've asked for copy's and they don't want to release them
Regards,
*** ***

Dear Mr***,I'm sorry for any misunderstanding regarding the shop manager's offer to replace the windshield and molding as a courtesyWe are still willing to replace the glass and molding with parts that are equivalent to the dealer partsWe must respectfully decline any request to install OEM parts.Please contact our Customer Care team, not the Safelite shop, to schedule an appointmentWe can be reached at ###-###-####

Dear Mr***,I’m very sorry for the issues you are experiencing regarding the back glass replacement we performed on your Chevy Camaro in October of As you likely know, it can be challenging to locate replacement parts for a unique vehicle such as yoursOver time, many parts are
discontinued and are completely unavailable for purchase.Our records show that our Quality Manager was able to address the issue with the back glass itselfThe shocks needed to be disconnected but the glass is properly in placeA member of the Executive Service team attempted to reach out to you regarding the paint and other issuesHe was unable to leave a voicemail because yours was fullHe will continue to attempt to reach you and he has the contact information listed on your Revdex.com complaintIt is our goal to resolve this issue to your satisfactionAgain, I apologize for the inconvenience and frustration you are experiencingPlease feel free to reach out to us at ###-###-####

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me Safelite's response is courteous and professional This type of service is why we continue to support Safelite with our glass needs