Aloha Pools & Spas of Paducah

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 *** ***,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

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***,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

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

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

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

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

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

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

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

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

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 sorry to hear that you have damage to the headliner on your Cadillac SRXI did review the preinspection report and the pictures that our technician tookI have included a copy of the preinspection and the picture of the headliner on the driver sideThe timestamp on the
preinspection is 4:52:PM and the timestamp on the picture is 4:51:PMI circled the pre-existing headliner damage in red.Because the headliner damage was documented by the technician prior to beginning the windshield removal, we must respectfully decline your request to repair or replace the headliner on your vehicle

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

Dear Ms***,I'm very sorry for the delay in responding to your request to update the amount of the repairs for your BMW Gran CoupeThe total amount of $has been approved by our adjustersThe corrected release is attachedPlease sign and date the release and return it either through the Revdex.com or fax it to Customer Care at ###-###-####If you fax the signed document, please reference case number ***Once we receive the release, please allow 10-days to receive the check in the mail.Again, I do apologize for the delay and inconvenience you experienced