Aloha Pools & Spas of Paducah

Dear Ms***,
I’m very sorry that there was a new crack in the windshield of your Subaru OutbackOur records show that we replaced the windshield for you on February 13, At that time you paid your deductible of $and your insurance company was invoiced for the balanceOn
February 20, 2016, you brought the vehicle back to us to inspect the new crackAt that time a technician located a new point of impact and another windshield replacement was scheduled for February 27,
I see that we did replace the windshield for you on February 27, under a new claim filed with your insurance providerAs a courtesy, Safelite absorbed $of your $deductible and you paid $to SafeliteYour insurance provider has been invoiced for the remainderIt is our understanding that you were shown the point of impact on February 27, and agreed that the replacement was not covered by our warranty
Again, it is regrettable that you experienced new damage so soon after we installed your replacement windshieldWe do appreciate your business and than you for your understandingIf you have any additional questions, please feel free to contact us at 1-866-212-

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

I’m very sorry that our attempt to repair the damage to your Chrysler 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 process
I apologize that the repair on your vehicle has
failedOur 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 (if you have one) or out of pocket cost would applyIf you are interested in a new windshield please feel free to contact your local shop or you can call our office at 866-212-5457, we will speak to a manager to offer a discount on a new windshield

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

Dear Mr***, I’m very sorry that you weren’t able to get assistance in adding the $promo code to your order for a side mirror replacement for your Honda AccordI have spoken with the manager of the Safelite location in West Bend, WI and he will be happy to honor the $off
promotionMy belief is that our scheduling system wouldn’t allow our representatives to enter or use the promo code on your orderTherefore you were advised that it couldn’t be used for the side mirror orderWe will use this as a training opportunity for our representatives to contact the Safelite shop and have the discount deducted manually. While speaking with the manager in West Bend, he did advise that he has left messages for you this weekHe needs to speak with you and verify if you only need the glass or if you need the housing as well for the side mirrorIn his 2nd message he left his cell phone number for you to contact him directlyHe needs to speak with you to assure that he orders the correct part or parts. Again, I apologize that your request was met with confusion and misinformation from our representativesWe will be happy to honor the $off promo code once you speak with the Safelite manager and we are sure we are ordering exactly what is needed.

Dear Ms***,I am in receipt of the signed Release of LiabilityI will process a check for overnight delivery by UPSYou will receive the check on Wednesday August 30, The check number and UPS tracking number will not be available to me before I leave at 1PM on Tuesday August 29th and I will not be in the office on August 30thPlease feel free to contact another member of the team at 1-866-212-54** in my absence.Regards,Nancy S***

Dear Mr***,
Please feel free to stop into your local Safelite location anytime during business hoursIf you would like to schedule an appointment, contact our Executive Service team at ###-###-####The shop may be able to identify the manufacturer of the windshield that was installedThat's not information I can tell from the work order

Dear Mr***,I understand that you believe that the only way that the air bag module could have shorted out was due to something our technician did while replacing the rear slider on your truckWhile none of the investigating parties can determine exactly how the damage occurred, they are all in agreement that there is no reason and no evidence that it was caused by our installation.Our technician has stated that he didn’t disconnect the air bag and there would be no reason for him to disconnect themThe Ford dealership has stated there would be no need for the technician to disconnect the air bag to replace the back glassYour insurance company sent out an adjuster and the determination of that inspection was that the damage was not due to the breakage of the glass nor was it due to Safelite’s replacement of the glassYour insurance company determined that you would need to file a new claim and pay your deductible for them to cover this issue under your policyIt is our understanding that you declined to do so.Again, if there was any evidence that this was caused by our installation, we would accept responsibility for the repairsEvery inspection, evaluation and investigation of this issue has determined that the damage was not caused by Safelite

Dear Ms***,I’m very sorry about the issues you’ve been experiencing since we replaced the windshield of your Lexus GSYou have been very patient throughout this process and we do appreciate it.In reviewing notes from a representative that was working on this April 24th-April 26th;
Safelite will be paying or completing all the repairs you requestedWe will be replacing the windshield and the rain sensor with Original Equipment partsWe have been in contact with both your preferred body shop and with you to advise we are awaiting an updated estimateThe most recent notes indicate that the work will likely not be performed until Mid-MayOnce we receive the final invoice, we will pay the body shop directly for their work.We can arrange for a rental vehicle for you while yours is being repairedJust let us know when the repairs are scheduled and we’ll set up the rental for youSafelite will cover the cost of the rental and applicable taxesWe won’t be responsible for any optional features, fuel charges or insurance

I reject thisWhether or not this issue was caused by Safelite or a manufacturer defect, the part in question was under warranty through Safelite the minute your repair man touched the hinges and began work replacing them in conjunction with replacing the rear windowI was told when I spoke to someone in November I'd receive $of a refund, not knowing the total cost of how much the replacement would actually costIt is now December 23, and I have still not been refunded ANY portion of what I paidAgain, this issue was under warranty, through SafeliteThis is clearly something that should have been fully replaced, no money out of my pocketI have an email stating $would be refunded, rather than the entire amount, or the initial $I was first promisedI didn't agree to that, my statement was "I guess it'serves better than nothing" Which was a sarcastic remarkWhen speaking with the rep from Safelite, she said customer satisfaction is our goalI'm the customer, and I am not satisfiedand I will make sure I post my displeasure all over social media, in my circle of friends, at work and to anyone that will listenAfter reading the complaints on the Revdex.com website, I see "customer satisfaction" is not actually the goal of this company
Complaint:
I am rejecting this response because:
Regards,
Jeffrey ***

Dear Mr***,I'm very sorry that your Ram Pickup developed a water leak which caused damage after the back slider replacementIn reviewing our notes, Safelite has replaced the glass again and the water leak has stoppedWe have also agreed to replace your damaged headliner and cover the
cost of detailing the interior of your truckAt this time, we are awaiting an estimate from you for replacement of the headliner.We will continue to stay in touch until everything is resolved to your satisfactionIf you have any questions, please feel free to contact our Executive Service team at ###-###-####Our fax number for the estimate is ###-###-####, please include reference number *** on anything you send us

Dear Ms***,I'm very sorry that you had a water leak after we replaced the windshield of your VW JettaI understand that initially the Safelite location felt that the water leak wasn't due to our workYou have since been working with a member of our Social Media team and she has assured
you that we will pay for the repairs to your vehicleOur representative has already received the estimate and contacted the dealership to advise them we will be paying for the repairs once they are completed.Again, I apologize for the issuesI'm glad that our representative was able to assist you in resolving thisAs soon as the work is completed, we will pay the vendor for the workThank you for your understanding and Safelite appreciates your business

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

Dear Ms***, I’m very sorry for the misunderstanding about the deductible for the windshield replacement on your Scion TCAccording to our billing department we did receive the $payment and this has been removed from collectionsA confirmation of this was also emailed on
October 31, 2016. The windshield replacement was performed in the state of FloridaFlorida law allows for waiving the deductible for a windshield replacement as long as the policy is written in the state of Florida and the insured carries comprehensive coverageWe were not aware that your insurance policy was written in the state of New Jersey and you carried a $comprehensive deductibleWhen we attempted to invoice your insurance provider, we were advised that you did have a $deductible that appliedThat is when we attempted to reach you to collect that amount. I do apologize for the issue and the frustration it causedRest assured, your balance shows paid in fullSafelite appreciates your business

I am rejecting this response because: Your technician is not being truthful. While he did say that the crack might spread he never stated that Safelite would not be responsible for damages. If I went to a tire store with a small, slow leak and they sawed my tire in half, I don't think they would try to charge me for a new tire. This is unacceptable and further action will be taken if need be
Regards,
*** *** ***

I am rejecting this response because:The windshield only displays water marks when it's night time and rainingNot just night timeKarl, the *** store manager, first explained to put rain-x on the windowLater, Karl indicated the wipers were no good, so I purchased a new set from himThe wipers have made no difference and are not neededThe Limited warranty states "automobile glass is warranted against defects in material or workmanship for as long as you own the vehicle in which the glass is installed so long as such defects are brought to the attention of Safelite AutoGlass within days of discovery of a defectAppointment was scheduled on 4/28, and I stopped in the *** store on 5/Furthermore, general information states that if covered by warranty (which Safelite said they would warranty the window), we will replace or repair the warranted product or correct the defective workmanship without charge at a mutually agreed upon timeIf we are unable to do so, we will refund the original purchase price of your warranted productKarl's unprofessional customer service over the phone and consistently changing answers, would lead me not to trust Safelite or Karl to ever service my vehicle again, under warranty or notFurthermore, to settle this matter I would be willing to negotiate an agreed amount for a refund so we can close this case and move on.
Regards,
*** ***

I am rejecting this response because:On Tuesday I was told by Safelite that this would finally be resolved with the remaining issue being a rental carA form was supposed to be e-mailed for me to sign & return in order for a check for the rental to be sent outI was told that this would be done by the end of the dayNot only did this not happen, it still hadn't happened as of Wednesday eveningThis is exactly what I've been dealing with for monthsThis is by far the worst customer service I've ever experienced!!!
Regards,
*** ***

Dear Mr***,I apologize again for the delay in refunding the amount to your credit cardThe address on the document does not represent your addressThat same address appears on every credit card refund that we process and will not impact your refund at allAs we have said, our supplier doesn't have the OEM glass and is stating it's on backorder with no ETAOur order with the supplier is still open and if the part becomes available, we will receive itWe have no way of knowing when or if that will happenIf you have a source for the OEM glass and would like someone else to do the work, please forward us a detailed estimateThe option of replacing the glass with what we have available, fixing the water leak and repairing or replacing the rear panel is still an optionPlease let us know which of the options you would prefer to resolve all the issues

Dear Mr***,I’m very sorry that we weren’t able to replace the windshield on your Pontiac Gas scheduled on April 1, We attempt to service every customer during the time frame scheduled but many things can impact the scheduleJobs that take longer than planned, technicians that call
off and a multitude of variables may require us to ask customers to rescheduleWe do understand that this can cause inconvenience and frustration for our customers.At this point I don’t see that you have rescheduled the windshield replacement with SafeliteIf you are still in need of a windshield replacement we can offer you a $discount for your inconvenienceA quote for the total cost of $has been saved for you under work order ***If you would like to accept this offer, please contact us to schedule the installation.While we are able to offer a discount for the windshield replacement we are unable to provide it at no charge to youAlso, we didn’t cause the damage to your windshield so we would not be responsible for any tickets you might receive until the work is completed.Again, I apologize that we needed to reschedule your original appointmentIf you still need windshield replacement and would like to accept our offer that includes a $courtesy discount, please feel free to contact us

I’m very sorry that the windshield of your Honda Civic was hit by an object that caused damage to the windshield that Safelite installed for youI have included one of the pictures you provided with the impact point highlightedAs you can see the impact was in the corner of the windshieldWhen an impact occurs in this area is not repairableThe damage is too close to the edge of the windshield to be able to perform a repairIn these cases, the windshield would require replacement even if the crack extended only a few inchesThe windshield would have required a complete replacement whether a Safelite representative touched it or notAgain, your frustration is understandableThe fact remains that something hit your windshield and damaged itThis isn’t covered by our warrantyWe neither caused the damage nor caused it to change from a repairable state to a non repairable stateIf you still need a windshield replacement, please feel free to contact us and we will provide the best possible price for the windshield and installation