Aloha Pools & Spas of Paducah

Hello -I need a case file updated to reflect that Safelite will be taking ownership of this case and we are making arrangements with the member ( [redacted] ) to have their vehicle repaired at our expense Complaint ID: [redacted] Complaint Type: Business Complaint Date Filed: 1/20/4:PM

I accept the Business offer at the price given in their responseHowever I promise you that the price given to me was told to be the 100% out the door price at with all includedNow if the CSR failed to mention other applicable charges then that is on them because? I asked what the out the door total would be and I was given Is there a way for me to get a copy of all my phone conversations, or is it against your policy?

Dear Ms***, I’m very sorry for the water leak and damages that occurred after we replace the windshield on your Land Rover LR Our records show that you have been working with members of our Executive Service team and the repairs have been made to your vehicle at Safelite’s expenseWe did provide and pay for a rental vehicle while your Land Rover was being repaired As you discussed with one of our representatives on June 12, 2015; we will be reimbursing you for two months of your car payments as a courtesyOur notes indicate we are awaiting a fax showing the exact amountYou will maintain a lifetime warranty on the windshield for the glass and our workmanship Again, I apologize for the issues and inconvenienceWe truly appreciate your businessIf there is anything else we can do to assist you, please feel free to call 1- [redacted]

While unpredictability of glass is understandable, there was clear incompetence in the way the tech approached the repair.? ? Someone that? drives miles out of the way to do a repair miles from his shop is not inspiring of trustShe signed that we accepted that a crack can expand through no fault of the technician but that does not give the technician cart blanc to damage the windshieldOffering to apply the $to a replacement is unhelpful when the technician informed my wife that he could not replace the windshield.? Due to the water sensor, he said she would have to go to the dealer.? At the time of the repair attempt, the technician did not inform my wife that he would be unable to replace the windshield if the crack widened beyond repair.? ? After the damage was beyond repair, he divulged this.? If he had, she would have gone directly to thedealer and not allowed him to attempt the repair.? Since SafeLite by way of the technician informed my wife that he is unable to complete a replacement and he stated to her that the $(not checking the exact change previously listed) would berefunded, this is the minimum that is acceptable.? Regardless of whether the vender and I agree on the incompetence of the tech, the promise of refunding the money needs to be followed through.? ?

Dear Ms***,I’m very sorry for all the issues you experienced regarding the back glass replacement for your Ford EscapeIn reviewing our records, it appears that the billing issue has been resolvedAfter the work was completed there were pending authorizations on your credit cardYou were only charged once but it was for a higher amount than you were originally quotedWe have honored your original quote and a refund check, number [redacted] in the amount of $127.76, was issued to you on December 7, 2016.The Safelite technician and manager explained that the wiper bolt could not be reattached because the nut was damaged due to rust and wear and tearTherefore leaving an open hole in the glass where the hardware should goIf you provide the new hardware, Safelite has offered to install it at no additional cost.I regret that you incurred such inconvenience when the appointment needed to be rescheduled and that your vehicle wouldn’t start when you needed to get to workWhile you didn’t state specifically what your mechanic did to address the battery issue, once in a great while an already weak battery will discharge completely during the glass replacement processDoors, hatches and such often need to be left open for an hour or more with the vehicle offIf the battery is already weak it may drain to the extent that the vehicle won’t startSometimes recharging will take care of it, sometimes the battery will need to be replacedThis isn’t something that a technician will be able to determine ahead of time nor are we responsible for the battery.Again, I apologize for your negative experiencesWe do appreciate our feedback and will share it in order to do better in the future

Complaint: [redacted] I am rejecting this response because I don't have time for thisI can persue legal action to prove my point but this is not worth it One of your employee is not being honestI thank you for helping with my windshieldIt's only a small accident in which one of your employee did and Safelite could of compensate for the damage but it seem as though being profitable is more important then taking care of your customer and the customer base around your territory in Maplewood MN Again, thanks for fixing my windshield but I will not let [redacted] (my insurance company) prefer you for my service again

The? safe-lite? shop in? Salisbury? Maryland? ? refused to do the work and? Safe-lite? made me use a third party shop? they? paid for the work but the windshield is in slightly uneven I wanted? safe lite? in? Salisbury? Maryland? to do the work not a third party so this would not have happenedI explained to them numerous times that I wanted? safe-lite? to do the work but I was told the only way that it would be completed was through a third party and that? safe lite? in? Maryland? refused to touch my car again? they? basically are refusing warranty serviceI? believe? this is? businesses? discrimination and refusing warranty service and sending me? elsewhere? voids the warranties offered by? safe-lite? .? Normally, (refusal of service) would only be warranted where the customer’s presence would somehow be distracting to the well being, to the safety, to the welfare of the other people in the business and the business itselfThey can’t arbitrarily refuse service to someone because the product was replaced on multiple occasions ?

Dear Ms [redacted] , I’m very sorry that there was damage to the hood of your BMW Xwhen we replaced the windshieldI understand your frustration with the delays in getting the payment to [redacted] Auto Body for the repairsThe system they use to process credit card payments isn’t compatible with many credit cardsUnfortunately, that includes the system generated credit cards we use The local shop did submit a check request on June 15, but it was never processedOur Accounting department has just updated the process for check requests which may have caused the request to be lost in the systemI truly apologize for that I spoke to both the Safelite shop and to the body shop and we are sending a check overnight to the Safelite location in Bridgeport, CTThe manager will then hand-deliver the check to [redacted] Auto BodyThe check for the full amount of the repairs should be received by the body shop on or before Monday July 18th Again, I apologize for the delays and inconvenience you have experiencedIf you have any further questions or concerns, please contact our Executive Service team at ###-###-####

I am rejecting this response because: it really doesn't matter how much time passed, the damage is as clear as your employees are incompetent., I am done wasting my time here with this, I personally sent [redacted] another email with pics, and I will also use these in small claims court and on social media and when I submit this to KDKA on the local newsI don't think you understand, that I have other safelite videos and complaints about your people damaging their vehicles as well, it's not unheard of, and it happens in all aspects of maintenance, unfortunately you are not willing to stand by your own warranty, and this is why I will be filing a lawsuit in small claims court against youI will also document everything we have spoke about and post online for all of the viewing public to see what kind of company you run!See you in court!! BTW, here is just a sample of what evidence I will be using for everything! PS I also did find a spot of rust on the drivers side pillar, just like Ken stated there would beSo in fact there is your proof that you would hope you would see!! This is also in the picture

Dear Ms***,I'm very sorry that the attempt to repair the windshield of your Subaru Impreza resulted in an unrepairable crackWhile we do have a very high success and customer satisfaction rate with our repairs, there is no way to determine how the already damaged glass will react to the repair processEven under ideal conditions, there is a small chance that the repair attempt won't be successfulThese situations aren't caused by our technicians doing anything wrongGlass is a sensitive and unpredictable material.If the repair attempt isn't successful or if the result isn't satisfactory, a complete replacement is necessaryIn reviewing our records, we located a windshield replacement claim assigned to another glass providerOn September 19th, a member of our Executive Service team left a message for you to determine if you had proceeded with the windshield replacement or notIf you haven't already had the windshield replaced, we would like to work with you to provide a new windshield at the best price possibleAgain, it is regrettable that the repair attempt wasn't successfulIf you would like to speak with a member of our Executive Service team about windshield replacement, please contact us at ###-###-####

Repair was made, but still not satisfied with the businessWould never recommendThey owe me for loss of use damages.?

I’m very sorry that our attempt to repair the windshield damage on your Mitsubishi Outlander 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 processIn 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 policyIn your case, your deductible is more than the cost of the windshield so the replacement would be out of pocket 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 expenseNow you are facing the expense of a windshield replacementOur technician didn’t do anything wrong to cause the crack to get larger, therefore we are not able to provide a replacement at no cost to youWe would be happy to work with you to provide the best price possible for a windshield replacement from SafeliteFeel free to contact us at ###-###-####Again, I apologize that the repair attempt wasn’t successfulWe do appreciate your business and hope to be able to work with you and get a new windshield installed for you

I reviewed the response made by the business in reference to complaint ID [redacted] , Safelite did offer to pay half of our deductible when our windshield was replaced but this also came with hassle and confusion on the company's partApparently, only a few in the company can see certain notes in our account and when the call was made to coordinate payment the customer service rephad no reference to partial payment and initially denied paymentAfter three hours and multiple calls from myself and my insurance company and being transferred to three different reps Safelite finally came through with their offerI appreciate their offer but feel they need better customer service

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

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, [redacted]

Mr [redacted] , I truly apologize for any inconveniences caused in regards to the damaged headliner on your Jaguar XJ Safelite would be more than happy to view your vehicle again to determine if these damages were caused by us or notPlease be assured that any damages caused due to our installation and workmanship; we will gladly cover it A member from our Executive Services Team contacted you today on 9/16/to address this issueAt your earliest convenience, please contact us to schedule an appointment at ###-###-#### Have a great day!

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

First off, hello My name is [redacted] ; I am the owner of [redacted] Construction It is by my way of my hands, and those of my employees, that built Mr [redacted] pool on May of I am fully aware of Mr [redacted] complaints about Aloha Pools and Spas, and myself included I now wish to tell you why, in my humble, opinion they are misplaced and ill guided On the day I went to build Mr [redacted] pool I noticed something was very peculiar: there was no dirt to backfill with Instead of jumping to conclusions I decided to call the man who digs the pools I build, and I might I add he is a very honest man and one of the most highly respectable men I've ever had the pleasure to meet; to me, he is much like a grandfather I never had So I call [redacted] and ask him if there was a situation where he wouldn't have left me any backfill dirt To this I believe his response was something like, 'Why foot no, I dug tons of dirt out of there and left a pile nearly as tall as you.' (I am 5' 11" with no shoes on.) After my conversation with [redacted] I decided to knock on Mr [redacted] door and ask if perhaps behind his new retaining wall, which was built near the house to wrap around the pool, if perhaps the backfill dirt was used there, or where it was tethered out into the yard very nicely well beyond the area of where the pool was to sit He looked flustered and went inside to speak with his wife When he came out he said that there had been dirt, but we didn't show up for nearly two weeks after the pool had been dug and that it had all washed away Now this was very odd due to the fact that one, in ten years of building pools I've never had that occur, and two, in Cadiz Kywhere Mr [redacted] lives there is a plethora of rocks in the soil just as there was at his house and in all the fresh dirt behind his retaining wall Long story short, we wheel barreled dirt from behind the retaining wall to use in order to do our job properly and went on about our day But then something else peculiar arose The pool (which should have had dirt surrounding what would have been the perimeter) was out of level by more than I'd ever encountered since I'd built pools I called [redacted] , and [redacted] reassured me it was not that way when he left it Mr [redacted] then tells me it must've been the rain Either way, I built it I lowered the blocks into the ground on the side closest to the house, and where the dirt had been drug (washed would be what Mr [redacted] would say) I had to double my one inch blocks and put packed fill in underneath them After that, we rolled the wall, bolted it up, and went to measure the pool again before troweling all the sand to reassure there were no rocks that would be able to touch the liner After putting on the top seats and finishing up while it rained on us, his family (which I took a picture of and put on Facebook due to their uncouth nature in staring at us and drinking heavily while telling us sodas were no good for us, but that wine would do their bodies good) asked if there was anything they needed to do I said that they should continue filling the pool, but to just make sure and stop it where I needed to plumb the skimmer and wall return and not have anyone in it for a few days until the water could pack the sand properly Their pool was a foot pool so I reassured them this would take some time They informed me they were going to be out of town, but that their daughter (an underage girl who also sat on the deck and drank a wine cooler) could make sure and watch it Needless to say when I came back to plumb it, I was surprised to find the water WELL above the knockouts where the plumbing was to be attached and floats still in the pool where it had already been being used Upon plumbing the pool Mr [redacted] come out to speak to us I explained how the immense amount of water in the pool put a strain on me, and that it was best if I drain it below the knockouts He didn't want me to do that, so I plumbed it with the water still in it, having to use a screwdriver for the screws to attach the skimmer instead of my drill Once I went to cut the liner to attach the wall fitting, I realized I did not have a plug (I don't have many reasons for using them) so I decided to try and stop the water the best I could with my sock Mind you, while I am doing all of this, Mr [redacted] for the most part is RIGHT there talking to me, primarily to run down Aloha Pools and Spas In the process of conversation I explained how things can go bad for us too, and how if the sand is delivered before the digger gets there he can spread the sand for us, but in the case of Mr [redacted] pool the sand was delivered afterwards and we had to spread it by shovel That is is when Mr [redacted] says that if he would've known he could've had his guy doing work with the Bobcat (a brand of skidsteer) spread it for us Honestly, when he said it, I just stared at him Needless to say he figured out how big of mistake he'd just made and decided to leave without saying much else When I finished plumbing the pool I wanted to plug the pump into an extension cord and make sure there were no leaks Upon going to the house to find a plug in, I noticed there were several cinder blocks where (this is an assumption, I admit) people had been climbing into the pool The reason I assumed this, is because there was cardboard boxes laid out from the bottom floor door to these cinder blocks which were ill stacked and some of which had fallen over This was very disheartening to me because if a person slipped on those and kicked the post hard enough while the pool wasn't completely full of water it could throw the radius off and cause major problems For better or worse I checked the plumbing, it was good, and I was on my way to another job On the road I was contacted by Ms [redacted] (one of the owners of Aloha) about why I would've put a dirty sock in Mr [redacted] pool I quickly explained and text Mr [redacted] (we had already establish correspondence via texting) to apologize Then I was again contacted by Ms [redacted] and told not to correspond with him any longer and come to the store for us to have a talk I relayed everything as it I have here to her, and was not surprised to hear that Mr [redacted] was on the phone and wanting to know when we'd have someone come out to wire up his electric for the pump and salt system (things we don't do because we aren't electricians and this much is stated in each sales contract) A few months go by and someone says that Mr [redacted] pool is out of the bottom track and wants me to explain why that might've happened I explained (again) that people jumping up on the pool when it was not fully filled up could've caused it to be out of radius after I had carefully measured it after bolting the wall together Aloha still goes out and fixes it anyways A few more months go by and I am asked to go to Mr [redacted] to assess damages that have occurred to the pool I show up, and Mr [redacted] is once again ill with Aloha and running them down and asking me what I think I see that posts are missing from the pool and that on some posts the plate and top seats have been ripped off so viciously that the screws are still in the posts and only remnants of the plate remain Mr [redacted] tells me that wind got under his cover and ripped the top seats off and pulled some posts out The peculiar thing about that is I have pictures of indentions in the wall and a picture of a post that still remains which is bent over Why I say that is this: if wind blows a winter cover up and jerks the top seats off of several posts it is HIGHLY unlikely, but for wind to miraculously bend over the wall (the pool should have been right at full) is just plain ridiculous There hasn't been a hurricane hit Cadiz that I know of, but even if it it did, to knock a pool wall nearly over filled with near 25,gallons of water is a bit of a stretch When asked what I thought, I told Mr [redacted] very politely that in my opinion wind could not have blown multiply top seats off and blew the wall completely over I told him that I'd see the likes of his damages before, and they were from when someone had let too much water accumulate on top of the cover and the winter cover collapsed the wall after the water level in the pool went down too lowAs I was saying this, he got irate and his wife and mother-in-law ran out of the door and screamed at me to get off their property As I walked to my truck things calmed down a bit and Mr [redacted] and I had somewhat civil discourse and I told him I'd report what I saw and show Aloha all the pictures I'd ta [redacted] in order to allow them to decide what to do The man lied once, and in my ten years of building and working on pools, it is in my opinion he is lying again If need be, I have pictures of a wall with indentions made close to one foot from the ground and a post that is bent over into the pool that support my opinion Thank you for your time, and please feel free to ask for the pictures if you feel they are needed to support my opinion, it is simply late and I do not wish to move them from my phone to my laptop at this time when I have to work in the morning

The promised check has not been received

Complaint: [redacted] I am rejecting this response because:? I did receive the checks as Safelite discusssedThe reason that I rejected their response was to offer further comment that a truly customer-service oriented company would never have let this issue drag out and escalate to the degree that this one did requiring filing of complaints