Aloha Pools & Spas of Paducah

I'm very sorry that our attempt to repair the windshield on your Chrysler wasn't more successfulWhile we do have a very high success rate with our repairs, there's no way to determine how the already damaged glass will react to the repair processI have included a copy of the signed
document indicating that there is some possibility of the damage spreading beyond repair and that Safelite isn't responsible for such damage.As a courtesy, the shop manager did offer a $discount on a replacement windshieldThat is reflected in the quote you received in the amount of $If you would like to schedule the replacement, please contact us at ###-###-#### and reference work order number ***.Again, I apologize that the windshield damage cracked further

I do apologize for the frustration and inconvenience you have experienced after we replaced the windshield on your GMC AcadiaIn reviewing recent notes, it appears that the buzzing sound has been eliminatedOn July 16th you visited the Safelite location in Richmond, VAThe manager and a technician talked with you, test drove the vehicle and made some adjustments to the trim around the windshieldAfter this, the issue appears to be eliminatedThe Safelite manager also provided his information for you to contact him directly if you have any further concerns
I truly hope that you are able to enjoy a quiet ride againWe do appreciate your business and our goal is to make sure you are completely satisfied

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

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

Dear Ms***,I'm sorry to hear that you have some type of residue on the steering wheel of your Jeep Grand Cherokee.When we examined the steering wheel on June 15, 2018, the manager observed droplets of something and not something that was smeared on it.The manager explained to you that
the resin isn't applied from inside the vehicle, only on the outside of the glassThe resin is contained in a sealed capsule that is applied through the "Raz Head" (this is the device used to perform the repair).I understand that you believe the residue may have been transferred from a technician's gloveIf that happened, the residue would be smeared and not in the form of dropletsBecause the resin is applied only on the outside of the glass and the material on the steering wheel is dried droplets, this wouldn't be consistent with something that our technician did while performing a windshield repairTherefore, we must respectfully decline your request to assist either by attempting to clean or replace the steering wheel

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

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 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

Dear Mr***,I’m very sorry that some damage occurred while our techs were working on your Saturn VueI’ve been in contact with the field management team and discussed options regarding the dash bezel that was damaged and the pillar molding that was scratchedWe are accepting
responsibility for the damage we caused and the reasonable cost of the repairs.The manager of our location in *** ** has the replacement dash bezel in his officeIt was suggested that you could go to *** *** at *** ** *** *** ** *** ** *** (phone number: ###-###-####)They should be able to repair the pillar molding for you since it has been discontinued and they could install the dash bezel for youSafelite would pay them directly to do the work for you.If you would like to move forward with this, please let us know

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 *** ***,I’m very sorry to hear that the windshield repair we performed on your Ram Pickup cracked out when you went over a potholeWhile 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
Windshield repairs are an attempt to prevent or at least delay the need to replace the entire windshieldThe 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 materialSafelite does provide a money back guarantee for windshield repairsIf the repair does fail, Safelite will credit the cost of the repair back to the original paying party and the replacement is either subject to your Comprehensive insurance deductible or it would be an out of pocket expenseI have attached a copy of our entire warranty and I have included the information from our website about the guarantee for windshield repairs.Windshield repair warranty (from ***)The 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.While we are unable to provide a windshield to you at no charge, we will be happy to work with you to provide a replacement at the best price possiblePlease give us a call if you would like to get a quote for a windshield replacement

Dear Ms***, It was our understanding that during your conversation with the District Manager on July 23rd, the reasons for the denial of your request to reimburse you for the cost of repairs were clearly explained, understood, and accepted by youI do apologize if that wasn't the case. Safelite does provide a warranty for the materials and our workmanship to our customersOur customer of record for the windshield work on the GMC Acadia is AutoNationI understand your need to have repairs done quickly due to the weather conditionsOnce there was an indication that it may not have been wear and tear, we should have had the opportunity to view the issue before anything was done. The receipts you included show the blower motor was replaced on July 10th and the cowl was replaced on July 23rdDuring that time neither AutoNation nor Safelite were contacted about the issuesWe weren't given the opportunity to inspect the vehicle to determine if we were responsible for any damagesThe receipts don't indicate whether the cowl was warped due to wear and tear or due to our workmanshipOur technician did indicate on the pre inspection report dated February 23, that the cowl/molding was warped. We could certainly have a manager look at the cowl that the dealer removedThat would need to be scheduled at your local Safelite locationAt this time, we are still declining your request to reimburse you for the repairs

Revdex.com:
I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me

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

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 reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me The only change is that I ask them to make the check out to *** *** instead of Major McGowan

I'm very sorry for the issues you experienced with the windshield replacement on your Honda AccordYou spoke with a member of our Executive Service team on August 9thDuring that call, as a courtesy, you were promised a refund of the $deductible you paid for the workThe request was
submitted bot for some reason it was never processedI sincerely apologize for the errorWe are issuing you a check in the amount of $total on Friday September 8thYou should receive it within 7-business daysIf you have any additional questions or concerns, please feel free to contact us at ###-###-####

I have contacted *** Insurance regarding this incident and they said that when the technician decided that he was going to make four repairs to the windshield instead of the two that were authorized that he was obligated to call that in to the insurance company, whether they were free or notThey further stated that they would not have authorized that repair because they limit windshield repairs to three because any more that three repairs could compromise the integrity of the glass, which is exactly what happened! Your technician drilled four holes in my windshield and then started the repair processWhile attempting to cure the resin in the first repair, a huge crack materialized from one of the other holes that he had already createdThe evidence for this is that I now have a windshield with one repair and three small holes that were created by your technician.I have handed this over to my insurance company who said that they will now represent me in this case against the faulty repair job that broke my windshieldI realize that as just one person, your big corporation thinks that they can just blow me off and claim that I was aware of this because I signed the authorization but I was never shown any document or given a verbal warning that this was a possibilityThe fact that you are sending me what I supposedly signed a day after this happened is irrelevant to this matterAll the technician said was to sign here to authorize the repair and handed me a cell phone with a completely white screen with a line to sign onI should have been given or shown the document before or at least when I signed the authorization on his phone. Maybe you will change your mind when you hear from *** Insurance on my behalf later today as they told me that this was not properly handled by Safelite and apologized for the incident since they referred you to meI doubt you want them to stop referring your company or at least this branch in Fairfield for not standing behind a mistake made by your technician

Dear Mr***, I’m very sorry that the back glass we installed on your Saturn Aura has “dips” or defectsI understand that we ordered several pieces of glass and they all had the same defectsUnfortunately, we were not able to locate a different manufacturer to provide the
glass. Safelite will be refunding you the entire amount paid for the back glass installation, $A check request was submitted today and the check should go out in the mail no later than Thursday October 20thPlease allow 7-business days to receive the check in the mail. Again, I apologize that the glass has imperfections and we weren’t able to locate a different source to rectify the issueThis is a highly unusual situation and we regret the inconvenience this has caused youIf you have any other questions or concerns, please feel free to contact our Executive Service team at ###-###-####

Dear Ms***,I’m very sorry to hear that you weren’t satisfied with the windshield wipers we installed on your Honda Odyssey. We do provide a month money back guarantee on the wipers we sell and installOur records show that we replaced the wipers for you on April 13, On
October 28, you contacted us to let us know you weren’t satisfied with the wipersAt that time the month time period had already passed and the guarantee was no longer in effectThe American Automobile Association recommends that wiper blades be replaced every months. I see that you have been a loyal customer of Safelite and you are a valued member of USAAAs a one-time courtesy, I will be refunding you $for the cost of the wipersI will send the check to the address shown on your Revdex.com complaint: *** *** *** *** ** ***Please allow 7-business days to receive the check in the mail Again, I apologize that you weren’t satisfied with the windshield wipersSafelite does appreciate your business