Aloha Pools & Spas of Paducah

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

Dear Mr***,I’m very sorry that an unrealistic expectation was set when scheduling the windshield replacement for your Chevy SuburbanWindshield replacements require a minimum of minutes to hours to performSome vehicles take much longerI understand your frustration for the
inconvenience this caused.When providing quotes and selecting parts for windshield replacements our representatives are required to ask every question that our system presentsYes, our scheduling system did ask about the type of molding/gasket that was currently on the vehicleReplacement of the moldings or gaskets is NOT always required for a proper installationThe initial estimate of the work included the cost of the gasket but it was determined by the technician that NOT replacing it was a better optionBelow I am including some information provided by the Safelite store manager explaining why we generally don’t replace the gasket on vehicles such as yoursYou weren’t charged for the gasket.This is the explanation I received from the manager of the Safelite location that performed the installation.“When the order is written up on any vehicle, the computer system will normally add any trim, moldings, etc that may be needed.”“When it comes to these older trucks that are sealed with a gasket, the original seal is times out of is a better choice to use for the fact they are already conformed to the windshield and bodyGaskets were designed to be re-usedTrying to get a brand new gasket to look correctly and match the dirt/paint lines as the original is almost impossible since years of use has made the gasket expand and contract (as it should with weather)The only time we generally use a brand new gasket is if it starts to deteriorate, hardens, cracks, etc.”“Our policy that is in place to ensure the window is sealed properly, with old AND new gaskets is to seal the glass to the gasket with urethane, as well as the gasket to the body with urethaneAs far as replacing the chrome locking strip, you are correctWe generally don’t replace those and we usually don’t carry themWe’ve had to turn away quite a few of these vehicles due to having too much potential rust underneath the gasketWhich it doesn’t matter how much urethane is used, if we use a new gasket and locking strip, they WILL leakThe problem with rust or failed body seams on older vehicles, is that A LOT of customers don’t understand that possibility because no matter what kind of paint job they have, or if there isn’t any VISIBLE rust on other parts of the vehicle, DOES NOT MEAN that rust isn’t lurking in places that cannot be seen.” “Lastly, as far as older vehicles such as this should ALWAYS be inshop which is the only way to get an exact time to get work done.”Again, I apologize for the unrealistic expectations that were setIf you would like us to replace the gasket, we can do so in our Safelite shop and not on a mobile basisPlease feel free to contact us at ###-###-#### or stop in to the Safelite shop in Seattle to speak with the Store manager

Dear Miss ***,
I’m very sorry that the repair to the windshield of your Volkswagen Beetle has failedWhile we do have a very high success rate with our repair process, there is no predicting how the already damaged glass will respondTherefore we do provide a money back guarantee
for our windshield repairsWhat that means is that the paying party, in this case your insurance company, would receive a refund of the amount paid for the failed repairBecause replacement is the only option, you would be responsible for your comprehensive deductible or the cost of the replacement whichever would be lessAttached is a copy of our warranty which includes an explanation of the policy regarding failed or unsatisfactory repairs
It does appear that the Safelite location offered a $discount off your $deductible as a courtesyAlthough the failure of the repair is not due to any error or negligence by Safelite or the technician, we do understand your frustrationPlease feel free to contact our Executive Service Team at 1-*** for additional assistance or to schedule a replacementAgain, I do apologize for the inconvenience

Dear Mr***,
Thank you for including a picture of the damage to your windshieldAfter sharing and reviewing the image with field management, I have indicated what was determined to be the initial impact pointAgain, it is unfortunate that you incurred new damage so soon after we replaced the windshield for youNew damage is not something that we can predict or prevent and it’s not covered by our warrantyWe will not honor your request to compensate you for your windshield replacement
If you have any further questions or concerns, please feel free to contact us at 1-866-212-

Dear Ms***,
It was a great pleasure to speak with you todayI'm sorry that our attempt to repair the windshield on your Honda Civic wasn't successfulI understand your concern about the large crack in your windshieldAs we discussed, Safelite is going to replace your windshield at no
cost to youWe want you and your family to feel safe and be safe while drivingWe have an appointment scheduled for tomorrow, Tuesday August 9th for a technician to replace your windshield at your home at no cost to youIf you have any questions or concerns, please don't hesitate to call me at ###-###-####
Regards,
Nancy S***
Safelite Auto Glass

Complaint: *** I am done with this complaintAs I said initially even if you can't pay honesty about what happened would go a long wayI have used your company for plus years to repair my windshieldsonYour handling of this situation has lost you a customer for lifeBy your own admission taking responsibility for the increased damage that your tech caused doesn't even make you legally liable, but you persist in your denial of the act even with pictures and an eye witnessWow!! If you take preinspection pictures why don't you take post inspection pictures? You know those pictures would show significantly increased damageIn any case, I'm done with this? A simple apology would have fixed a lot
I am rejecting this response because: Safelite is responsible for increased damages and refuses to admit it despite proof, eye witness, and pictures
Regards,
*** ***

I’m so sorry to hear of all the issues you’ve had since we replaced the windshield on your Jeep LibertyI understand your frustration due to the multiple appointments and inconvenience you and your wife experienced
In reviewing all the information we have determined that we
should honor your request to replace the windshield in order to alleviate the water leakThe reseal that was done is less likely to fully correct the cause of the water leakThis will be covered under warranty at no cost to youAlso, our shop manager did agree to compensate you for the satellite radio issueAlthough reimbursement for a detail wasn’t specifically mentioned, we generally do cover a detail after a water leakIf you would provide copies of the receipt for the satellite radio issue and your most recent detail, we would be happy to submit them for possible reimbursement
Again, I apologize for your negative experienceYou have been a loyal customer of Safelite for many years and we do appreciate thatPlease contact our Executive Service team at ###-###-#### and we will assist with getting the windshield replacement scheduled for youYou may submit the receipts through the Revdex.com or directly to the Executive Service team by fax or email

Dear Mr***,I’m very sorry for the issues you’ve experienced since we replaced the windshield on your Honda Odyssey.I reached out to the Shop Manager and he authorized replacing the windshield and molding at no cost to you, as a courtesyPlease reach out to a member of our Customer Care
team at ###-###-####, to schedule an appointment

Dear Ms***, I'm very sorry that on two occasions we had the wrong windshield for your Jeep CompassYou did have a scheduled appointment for August 10, for mobile serviceWe were going to absorb your $deductible due to your inconvenience. I now see that a
representative from GEICO cancelled that order on August 3rd at 4:PMHave you decided to move forward with a different glass providerIf not, please contact us to schedule a new appointment and we will order the glass

Please note that the
response from the business to refund my account is fine:

Dear Mr***,I’m very sorry for the difficulty you had in scheduling a windshield replacement for your Chevy Express Van and the issues you experienced after the installationI understand that setting aside the time needed for a windshield replacement can be a challenge, especially if it
is for a work vehicleIt does require approximately hours to complete a windshield replacement and allow enough time for the urethane to cure before driving the vehicle safely. In checking with the local Safelite manager, the damage to the windshield is due to something striking itTherefore, it is not covered by our warrantyBoth the original shop representative and the shop manager looked at the damage and indicated that it was not a warranty issue but new damageIt is unfortunate that this occurred just days after the new windshield was installedThere is no way to predict when an object might hit the windshield and cause new damageThe manager has offered to work with you to provide the replacement at the best possible pricePlease feel free to contact him directly to discuss the cost of a replacement windshield. The shop is also happy to order the replacement caps for the windshield wiper postsOnce the parts are received from the dealer the shop will contact you to let you know. Again, I apologize for the inconvenience and frustration you have experiencedWe do appreciate your business and we would like to bring this to a satisfactory resolutionIf you have any additional questions or concerns, please contact us at ###-###-####.

I’m very sorry for the issues regarding the windshield installation on your VW BeetleIn reviewing the information we have on file, we were unable to locate the windshield being manufactured currently, as it was originallyOver time, vehicle manufacturers will discontinue some parts in
order to eliminate the number of total parts they keep in inventoryIn the case of your vehicle, it was originally manufactured with a windshield that had a green tint and a green shadebandAt some point, that part was discontinued and we installed the only available part which has the green tint but no shadeband
At the time your wife agreed to the installation of the only available part, the Safelite representatives explained this and they were comfortable that she understoodI apologize if that wasn’t the caseThere was never any intention to take advantage of you or your wifeWe have explained the details to your insurance company and your insurance agent and we were advised that installing the only available part was reasonable
Since the windshield is no longer manufactured with the shadeband, you may want to speak to your insurance company or your insurance agent about possibly adding an aftermarket tint to the top of the windshield that would replace the shadebandBecause the exact windshield is no longer available, your insurance company may cover the cost of the tint as part of your glass claim
Again, I apologize that the windshield that was installed by the manufacturer is no longer availableIf you have any additional questions, please feel free to contact us at ###-###-####

Dear Ms***,
I'm sorry that I am currently unable to provide you with pictures that show a date/time stampAs I stated in my previous response, our system encodes that information into the link to the pictureI'll work with my IT department to see if there is any way to provide what you are requesting
"Regarding the time stamps, the pre-inspection does have the date and time visibleThe pictures have the time stamp embedded into our internal linkIt isn’t displayed on the picture itselfFor example, the attached picture of the roof shows: 2016-05-26 14-40-which indicates the picture was taken May 26, at 2:pm."

Dear *** ***,
I’m very sorry to hear about the damage to the top of your BMW MFirst and foremost, Safelite will pay for repairing the dentI checked with the Safelite shop and they had no recommended repair shop to get an estimateWhat we would ask is that you provide us
with an estimate from the repair shop of your choiceOnce we receive the estimate, we will follow up with you on how the rest of the process goesThe estimate can be submitted via the Revdex.com, or by faxing to ###-###-#### and referencing this number: ***
The manager has been notified of the discrepancy regarding the timing of the pre-inspection and will address that with the technicianWe don’t consider a pre-inspection to be valid unless the time stamp indicates it was completed before the work was started
I apologize that there has been no communication from the field managementThe manager was on vacation and the ball was dropped on follow up with youThere is no good excuse for that and I am so sorryIf you have any additional questions or concerns, please feel free to contact a member of the Executive Service team at ###-###-####

Dear *** ***,I am very sorry to hear about what happenedWe did speak with management about the incident and again do apologize that the glass crackedThe shop has advised no one touched your windshield or performed any work to itLastly, you requested as your desired
settlement for a refund but I show we have not charged since we did not do any workPlease let us know how we can assist.Thank you,Danielle D***

Dear Mr***,I’m so sorry that the repair we attempted on your Chevrolet Silverado 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 processOur technicians receive the best
training in the auto glass industry and perform each repair to the best of their abilityThe 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 materialIf a crack expands while the repair is being performed it is highly likely that the repair would have failed quickly because the structural integrity of the windshield had been compromised by the initial impact. Our 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 or out of pocket cost would applyBecause the cost of the windshield is less than your comprehensive deductible, you would be responsible for that costThe specific wording of the money back guarantee is included below.Windshield repair warrantyThe 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.

Hi ***I emailed Ms*** after I received this informationI emailed her a release of liability to sign on February 2ndI have not received the signed document from the consumer yetI emailed her again today to verify the mailing address and if the check should be payable to her or Mr*** Once I received the response with the signed release, I will be able to have a check sent out

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

Dear Ms***,I’m very sorry for the inconvenience regarding your request to replace the driver rear door glass on your Infiniti GI do see that we ordered the part from one of our warehouses on February 15th and February 16thRegrettably the glass was never received by the Safelite
location that was scheduled to do the installationThis information has been forwarded to our Supply Chain management to determine the cause of the service failure.You didn’t indicate whether you have made arrangements to have the glass replaced by another providerIf you would still like Safelite to do the work, please let us knowIf you have already made other arrangements, I do apologize that this issue caused you to go several additional days without having the door glass replacedIf you have any further questions or concerns, please feel free to contact us at ###-###-####

Dear Mr***,
I’m very sorry for the issues that occurred when we attempted to install a back glass on your Chevrolet SuburbanI have been in contact with the manager of the Safelite location in *** **He advised me that he was able to go to your home on Monday December 21,
to correctly install the back glassI understand that you are satisfied with the work that was done
Again, I apologize for the delays in getting your back glass installed to your satisfactionSafelite does appreciate your business and we wish you the best during this Holiday Season