Aloha Pools & Spas of Paducah

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 Mr***,The response sent earlier today was in error.I have attached the original invoice for the windshield replacement performed on the vehicle that you purchasedThe original customer was *** Auto AuctionsThe warranty was provided to *** and is not transferrable to you with the purchase of the vehicle.Had we been able to inspect the vehicle and verify the existence of a water leak from the windshield prior to the work being performed by *** Motors, we may have been able to provide some assistance as a courtesyUnfortunately, we didn’t have that opportunityIn addition, the water leak was found to be caused by an issue with the fresh air intakeThe dealer sealed the connection between the duct and the air intake portA technician would not detach this when removing or installing a windshield.Because the warranty is not transferrable, Safelite didn’t have an opportunity to inspect the issue and the repair had nothing to do with the windshield; Safelite is denying your request to reimburse you for repairs made to your vehicle.

Thre was no way to interpret them as they only show the day that I opened them upbut then again I am not surprisedI didn't feel the need to respond when they said they were working with their ITT department to get the picturesbut then againas I explained in my orginial complaint that this the problem we were havingand they did it to my insurance company (USAA) as wellbut hey whatverI will give reviews on YELP and any other place I can to let people know

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to meHave scheduled to install side moldings on 6/8/Will report if they don't install the moldings

Dear Mr* ***,In order for us to refund the amount you paid for the door glass installation, we will need you to sign the release of liability and return it to usThe document doesn't need to be notarizedOnce we receive the signed document, we will send you a check.You did acknowledge that the door frame was damaged prior to the technician beginning the workThat is the root cause of the technician having difficulty with the glass replacementIn addition, you advised a member of the Customer Care management team that you assisted the technician in attempting to bend the frame to accommodate the glassYour request has been reviewed and denied by multiple levels of management here in the Corporate office as well as in the fieldOur position hasn't changedWe are willing to return the money you paid wor our work but only with a signed release

I reviewed the response made by the business in reference to complaint ID 11813234, and find the resolution is satisfactory
Regards, *** ***

I am rejecting this response because: I am having the dealer replace the window today because saefelight cannot be trusted to deliver a quality nor safe productI find it hard to believe that I can have the original glass in that window for years without issue and the only to have your glass for months and it failed totallyI want a full cash refund for the windowAlso, I don't have an accordI have a civicThis might explain why the window had an issue - the wrong window was installed for the modelI'm getting the impression that your company does not have an atterntion for detail.
Regards,
*** ***

I’m very sorry that the moldings weren’t replaced when we installed the back glass on your Toyota PriusIt must be very frustrating to have to wait several weeks for the parts to arriveIn most cases parts arrive in no more than a week after being ordered from the dealer
In checking with
the Safelite location that has the parts on order, we have an expected arrival date of May 12, for the moldingsAs soon as the parts arrive and are checked for accuracy, you will be contacted by the Safelite shop to arrange a time to install the moldings
Again, I apologize that the moldings haven’t yet arrived at the Safelite locationIf you haven’t been contacted by May 13, 2016; please feel free to reach out to our Executive Service team at ###-###-#### or the Safelite location at ###-###-#### and we will provide you with an updated ETA for the parts

Dear Ms***,
I’m very sorry to hear that the repair to the windshield of your Audi Qhas cracked outWe do provide a money back guarantee, so the amount you paid for the repair would be credited toward the replacement windshieldI apologize that you were given incorrect
informationThe $that you paid for the repair would be credited toward either the replacement cost of the windshield OR toward your comprehensive deductible if you chose to file a glass claimWe will make sure that the representative you spoke with is coached and advised of the correct procedure
Again, I apologize for the troubleIf you would like to schedule the windshield replacement, please feel free to give us a call at 1-800-800-or stop into your local Safelite location to schedule the workWe do appreciate your business and wish you all the best during the holiday season

Every time I was given the price on the phone I would receive an email with a higher priceThe originally quoted price was and some change (I think it was 354.52)Then I got an email confirmation saying it was $I called back in and was given the price againI then received an email saying it was $When I called back in again I was told that Safelite could not go as low as I was previously quoted. Please review the audio of the calls to better understand whats going onLet me know what the exact amount was in the audio, 354.??And let me know if you will honor that.The original call was made on 03/28/around 10:00am

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me
Regards,
Jonathan ***

Dear Mr***,I’m so sorry to hear of the issues you have experienced due to the windshield replacement we performed on your GMC Sierra.We reviewed the calls that took place with a member of our Executive Service team to verify what information was providedI apologize that you were given
some incorrect informationYou were advised that the technician that did the installation was a contractor and not a Safelite associateThat isn’t correctAll of our technicians are Safelite associates and they receive extensive training before becoming Safelite certified.Our representative also led you to believe that she could get the amount you paid for your installation refundedWhile she had no authority to do so, we will honor that statementWe will credit the entire amount of $back to the credit card provided at the time of servicePlease allow 5-business days for the credit to be reflected on your account.Again, I apologize for all the issues and the misinformationSafelite does appreciate your businessIf you have any further questions or concerns, please feel free to contact us at ###-###-####

Dear Mrs***,
I'm very sorry that you had windshield damage on your brand new *** Elantra and that the attempt to repair the windshield was unsuccessful. While 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 processAs indicated by Safelite representatives, in a small number of repairs the damage may get larger and Safelite is not responsible for thatI have attached a copy of our warranty, which includes our money back guarantee for repairsIf a repair is unsuccessful or just not satisfactory, Safelite will refund the cost of the repair to the paying partyThe replacement windshield would then be subject to any deductible on your auto policy
In your case, your deductible is more than the cost of the windshield so the replacement was an out of pocket expense for youWe do understand your frustrationBecause your insurance company will waive your deductible if the windshield can be repaired successfully, you expected to have no out of pocket expense. Our technician didn’t do anything wrong to cause the crack to get larger, therefore we were not able to provide a replacement at no cost to youInstead, as a courtesy, the Safelite shop discounted the cost of the replacement windshield as much as possible to make the unexpected expense a little easier for youIn fact, due to the efforts of the Safelite team the original cash price of $344.90 plus tax and applicable fees was reduced to a final total of $This represents a savings of at least $for the work
Again, it is regrettable that the repair attempt wasn't successfulSafelite does appreciate your businessIf you have any additional questions or concerns, please feel free to contact us at ***

Dear Ms***,I'm very sorry that you were charged for windshield wipers that you didn't receiveA request to credit the $back to your Master Card was submitted on September 15, but was never processedI have attached a copy of the credit that was issued on October 3, It
generally takes 3-business days for the credit to appear in your account.I do apologize that it took so long for this error to be correctedYour patience and understanding are greatly appreciatedIf you have any additional questions or concerns, please feel free to contact our Executive Service team at ###-###-####

I am rejecting this response because:I disagree that your technicians are the best trained, as customer service is non-existentWhy would the technician crack the windshield further but not say anything about it and leave without discussing it? This demeanor is evidence that his training is subparWith your "policy" your technician could come straight to us and advise us of further issuesHe did notDo you train your technicians to not communicate to the customer? In that case maybe you do have the best trained techniciansSame goes for your company, why is this the first time I am heading from your company after first communicating a month ago? Takes a month for your company to respond? Everything is evident that your company severely lacks in customer serviceAgain, if your technician would communicate about the issues this wouldn't be a problem, but he simply did a subpar repair attempt, did more damage and tried to skate by by not owning up to itThis is shady business practice
Regards,
*** ***

I am rejecting this response because: the technician did not inform my daughter that during the attempt to repair the chip, that if for any reason the window cracks upon further repair Safelite will not be responsible for a replacementYour technician, before he left, put "stuff" on the now fully cracked windshield to prevent further spreading, however, not only did it spread but it is practically shattered into two

You guys are unbelievable Unbelievable.Read this carefully Try to read what I write here...I paid for mobile service on Sep My problem isn't with your technician who came at the appointed window frame of - My problem is you people said to me that you will call me to narrow down a time within that window when he or she would show up YOU DID NOT.Your customer service sucks!You also told me that you would send someone to my location to fix my window wiper fluid jets THAT YOU BOTCHED, but you "would call me back on Thursday to narrow down a time frame that is already set for am - noon on Sep (Saturday)YOU DID NOT CALL I have been calling all week to get a narrowed timeframe and you want me to drive my car to your shop so you can fix the mistake YOU made to my car? Are you going to refund me my $mobile charge I already paid for the convenience of you coming to my location? When you refund me my mobile charge, I will bring my car to your shop for you to fix the mistake YOU MADE TO MY CAR And you have the AUDACITY to imply that I am the one with the issue YOU BOTCHED MY CAR.Call my phone, tell me the specific time you will come within the AM - noon window like you said you would, come to my location and fix the wiper fluid jets YOU botched up Or give me my money back, so I could come to your shop for you to fix YOUR mistake
Regards,
*** ***

Dear MrH**, I'm very sorry that we weren't able to replace the windshield on your Ford ExplorerI have included the invoice showing both the charge for $and a full refund in the same amountI also emailed this to you separatelyWe processed the credit when your appointment was
cancelled on May 30, Your bank should return the funds to your account within 3-business days. I do apologize for any misunderstanding

I am rejecting this response because:I took the vehicle to the location as requested. I spoke to Doug the Manager. He looked at the windshield and pointed to a "chip" the size of a pin head and said that it was an impact from a rock and not covered by warranty. I knew this was what he was going to say and did not choose to argue. My contention is that it could also be a fault in the glass and not a rock impact. It does not look like the circular rock chips you see in windshields. I realize there is no need to pursue this further, in order to prove the crack in the windshield was not caused by a rock I would need to spend thousands of dollars on scientific analysis, which seems inappropriate for a $windshield. Obviously the Safelite warranty just needs someone to say it was caused by an impact and then there is no warranty. I am dissatisfied with Safelite and will not use them again
Regards,
*** ***

The windshield was replaced a couple of days agoOther than my spouse spending 1/hours at the office for installation, which seems excessive, everything seems fine with the workmanshipBut we cannot know for certain until there is a hard rain.Thank you for taking the time to read and resolve our complaint.If we have any other concerns, I will contact you directly.Regards,
*** ***