Aloha Pools & Spas of Paducah

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

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 ###-###-####

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,
*** ***

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 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 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 ###-###-####

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

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’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 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 Mr*** ***,I’m very sorry that some of the paint was chipped on your Pontiac GTO as we were preparing to install the windshield for youI understand that this car is very important to you and you are putting a lot of time, effort and money into restoring itI reached out to the
Store Manager and to the Operations Manager to get more details about this issue.To begin with, the store manager and a veteran technician went out to install the glass for youBetween them they have about years of glass experience and we sent them to provide the best possible outcomeThere was no glass in the vehicle upon their arrival as you are restoring this classic carThe manager and technician agree that as they were installing the clips they caused or very small chips in the paint around the windshield installation areaThere are other chips both in the windshield installation area and the back glass installation area that they didn’t causeWe didn’t complete the installation of the windshield and we didn’t even attempt any work to install the back glassOnce the glass and moldings are installed the chips would not be visibleWe understand that not repairing the chips is unacceptable to you.We are willing to accept partial responsibility for the reasonable cost to repair the chipped areaYou provided a verbal estimate of $for the workWhen the Operations Manager spoke with you, he offered to send you a check for $He had received a few verbal estimates from reputable body shops in the area and was advised the $estimate didn’t seem to be in line with the work that is neededYou declined the offer of $750.Safelite is offering you a check for $as a settlement of this issueWe would like to see a detailed estimate for the repairs and we would ask you to sign a release of liability before we send you the checkIf you would like to accept this offer, please feel free to contact us and we will move forward

I guess they keep lying and there is nothing I can doAll I want to see is their camera showing the technician didn't do anything

I understand your frustration with SafeliteI sincerely apologize that multiple appointments have been scheduled and you still don't have a functioning rain sensorThe $credit is already being processed as previously statedI do show that a representative at the Safelite shop did attempt to reach you today at the only phone number we have on file for youA message was left asking you to call back to schedule an appointment to install the rain sensor that we ordered for you
If you don't want Safelite to install the part we have, I need to let you know that once anyone else does anything to the windshield; you will no longer have a warranty with SafeliteIf you will allow Safelite to install the part, you will have a nationwide lifetime warranty on the materials and our workmanship as long as you own the vehicleYou would continue to have a warranty for defects in the glass, air leaks, water leaks, and loose moldingsNew damage caused by something striking the windshields would not be covered by the warranty
If you would like to maintain the nationwide lifetime warranty you have, please contact us to schedule a time to install the new rain sensorIf you would prefer to take your vehicle elsewhere, we will send you a release of all liability and reimburse you for the cost of the rain sensorafter we receive a paid receipt for the part

The information provided in the statements are inaccurate and false You stated on 6/there was a called made by myself that stated the claim was unauthorized/fraud and I also stated please contact me However I wasn't contacted prior to the installation of the windshield, It was also stated that my insurance information was provided to a verification specialist however you did not mention that all that took place after the installation of the windshield When I was contacted for payment You stated an offer was made to MR*** of and that is also and I notified you of that via our phone call Bottomline your company neglected to follow policy and allowed a service to be rendered prior to obtaining and providing a proper quote as well as went against violated my rights by discussing and or allowing someone to bring in a vehicle after it was stated the claim was fraud and the information provided was not valid which is clear in the initial email attached so its not fair to say my information was not provided to a third party when a third party's information was clearly provided to meI think you need to look deeper and see your company is responsible for dropping the ball

I am rejecting this response because:why should I have to go to them?Regards, *** ***

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***, I’m very sorry to hear of the issues you have experienced after we replaced the windshield of your Honda AccordOur records show that we replaced the windshield on January 27, Safelite does provide a lifetime warranty on the materials and workmanship for as long as
you own or lease the vehicleAs long as we are notified within days of an issue being discovered, it would be covered by the warrantyYou contacted us on March 20, to schedule an appointment for our shop to inspect the issueAt that time, it was determined that the issue wasn’t caused by our installation and you were advised that we wouldn’t cover this under our warranty. You next contacted us on November 2, to advise of a $diagnostic charge you wanted us to cover and that a clip had gotten into the blower motorThe Safelite shop advised we could replace any missing or broken clips but the damage to the blower motor couldn’t have been caused by our installationThat same day, a representative of our Executive Service team requested that we receive something in writing from the dealership that was servicing your vehicle to state that the damage was absolutely caused by our installation. We haven’t received any documentation from the dealership so we have taken no further actionCould you please forward written documentation from the dealership stating that Safelite caused the damage and how it was caused? Once we receive that, we can review it for possible further action under our warranty. Again, I regret that you are dealing with this issueSafelite does appreciate your business and we look forward to receiving the documentation that was requested

Dear Ms***,I’m so sorry that you had issues with loose moldings and then a new crack in the windshield of your Ford FocusI would also like to clarify our warranty and our policy about new damage to a windshield. Safelite’s National Lifetime warranty covers defects in the materials
and the workmanship for as long as you own the vehicleNew damage is specifically excluded by the warrantyWhen you asked if something struck the windshield just after it was replaced would you be charged for the replacement, the short answer based on written policy is yesThe longer answer is that as a courtesy, a manager may offer a discounted price on the replacement or in very rare situations agree to replace it at no costI do see that we replaced your windshield for you at a discounted price per the attached invoice. I apologize that the response you initially received about new damage to a windshield seemed to indicate that Safelite managers don’t all follow policy and that some customers may be treated differently than othersThe fact is we are a customer-focused company and we strive to balance what is best for the customer and the businessAt Safelite, policy is our foundation and our guide, but we do have some flexibility when it will help a customer or help us to keep a customer. I hope that your most recent windshield replacement went wellIf you have any questions or concerns, please feel free to contact us 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 ###-###-####

Dear Mr***Because the windshield wipers didn't improve the issue, we are refunding the amount you paid, $38.40, back to the credit card you used at the time of purchase.While the water marks aren't a defect in the glass itself, as a courtesy, we can offer a check to you for $Please allow 10-days to receive the check in the mail