Aloha Pools & Spas of Paducah

I am rejecting this response because:I have never had issues with *** or Safelite; I used the same company in Arizona and New Orleans without a problemI didn't think I had to take picturesAs for the phone number, it would have been ###-###-#### or my work would have shown up as ###-###-####, possibly as *** *** if it shows up as another numberI don't recall what phone I used; I apologize.You guys should really do the right thing hereIt really hurts me that as a customer I am getting challenged when I have had a horrendous customer experience and you still have not accounted for your manager telling me he would follow up with meand he never didFrom three months ago.That's not okI just ask that I get it fixed; the dent was not there prior, it was just after.Thank you for your consideration
Regards,
*** ***

Dear Mr***, I’m very sorry to hear of the issue with the drip rail molding on the roof of your Toyota TacomaI understand why you feel this is due to the windshield replacements we performedHowever, I verified with the Safelite store manager that we don’t move or remove those
moldings when replacing the windshieldThe molding itself isn’t attached to the windshield nor does it actually touch the windshield. I also did some online research to see if other Toyota Tacoma owners have experienced the same problem and if it was found to be a result of a windshield installationI did find a number of forums about the drip rail moldings coming loose or coming off completelyA common theme was that the moldings are attached with double-sided tape by the manufacturerOver time going through car washes and exposure to the elements can cause the adhesive to deteriorateI didn’t find anything online that tied the molding issues to glass replacementThere were stories of the molding coming off in automatic car washes and while driving on the highway. You may want to check with your local Toyota dealer if you still have a warranty on your truckThe failure of the adhesive might be covered under your warranty I do understand how frustrating this must beIf this was something that was caused by our installation we would absolutely take care of it under our warrantySince we don’t move or remove the moldings and this is a documented problem on this vehicle, Safelite’s position is that we bear no liability for the issueIf you would like to discuss this further, feel free to contact your local Safelite location or contact our Executive Service team at ###-###-####.

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 all the issues regarding the windshield replacement on your Hyundai Santa FeWe did receive communication from your insurance providerWe were notified that they will be paying for repairs to your vehicle and then they'll seek reimbursement from Safelite
through the subrogation processIn that case, Safelite will step back and wait to hear from State Farm.Again, I apologize for your frustration and inconvenience

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 our attempt to repair the windshield damage on your Volkswagen Passat wasn't to your satisfactionAs you are now aware, chip repairs are not a cosmetic fix but a means of restoring the structural integrity of the glassThe outcome of the repair varies
based on the damage and how much the integrity of the glass was compromised.I have included our warranty and your invoice for the repair with this response.As a courtesy, Safelite will provide a replacement windshield with no additional cost to youIf you would like to schedule the replacement, please contact our Customer Care Team at ###-###-#### and reference work order number ***

Dear Mr***,
I’m very sorry that our attempt to repair the damage to the windshield of your Volkswagen Passat was not successfulWhile we do have a very high success rate with our repairs, as our technician explained to your wife, there is no way to predict how already damaged
glass will react to the repair processThe purpose of advising a customer upfront that there is a small possibility that the damage may crack out is to set realistic expectations and allow customers to make a fully informed decision regarding attempting a repair of the windshield and having the windshield replacedAttached is copy of our warranty which includes our policy about unsuccessful repairs
We would be happy to work with you to provide the best possible quote for a replacement windshieldIf you would like to get a quote, please feel free to contact our Executive Service team at 1-*** and a representative will work with the local Safelite shop on the best pricing we can provide
Again, I apologize that the repair attempt wasn’t successfulWe appreciate your business and hope to be able to assist you with a replacement windshield

Dear Ms***,I understand your frustrationYou believe someone should be responsible for the dent on the drivers side of your vehicle and you believe that Safelite caused it. I have verified our records and checked with other representatives that have been assisting with your issue since it was reported to us in SeptemberWe have no record of you contacting us until months after we did the glass installation which was in May. For the reasons provided previously, we are not accepting liability for the damage.We have also been in contact with your insurance provider, ***It is our understanding that *** has determined that Safelite is not responsible for the dentIf you could supply the Safelite phone number you contacted about the damage immediately after the installation, a name of someone you spoke with, a picture of the damage that is time/date stamped in May of or any other supporting information or documentation, we would be happy to review this furtherAt this time, the only information we have shows that your initial contact with us about the damage was months after our technician replaced your glassTherefore, our decision will remain that we aren't responsible for the damage.

Dear Mr***,We would like you to bring the vehicle into the local Safelite shop so they can see exactly what the issues areThis is the first indication that you believe the glass is not correct for your vehicleYour previous complaints have been that we couldn't fix your already damaged door and that you felt that $was too much to pay just for the glass replacement.Please contact our Executive Service team at *** to schedule an inshop warranty appointment at your earliest convenience so we can view the issues you are describing firsthandYou do have a warranty on the materials and workmanship so if there is any issue with the glass itself or with our installation, we will take care of itIf the issues are due to the pre-existing issues with your door, that would not be covered by the warranty.

Complaint: ***
I am rejecting this response because:I went to another glass shop in Seattle to get a second opinion on Safelite’s response. Without prefacing that Safelite had reinstalled the existing seal, I asked if they would reinstall an original seal on a year old truck if they were changing out the windshield. They said it is most definitely NOT the industry standard to reuse a year old seal on a new window. The industry standard is to change out both the inner and outer seal. At this point, I have no confidence in Safelite’s honesty or workmanship.I would like for Safelite to refund the money I paid for my windshield so that I can take it to another shop to be done professionally I have been quoted $200-300, the higher end being if the windshield cracks upon removing it and thus needing to be replaced again
Regards,
*** ***

Dear Mr***,
I'm sorry that we have been able to reach an agreement at this pointOn August 12th a member of our Executive Service team spoke with you about what we could do to determine if the water leak is definitely coming from the windshieldOur proposal was to have Safelite replace the windshield at no cost to youAfter the windshield replacement, if the leak stopped; that would be a clear indication that the windshield was the source of the water leakIn that case, Safelite would agree to pay for all damages and any diagnostics costs you have incurredAttached is a letter from the Operations manager with a clear explanation of our position and the reasons behind it
If the water leak continued after the windshield replacement, that would be a clear indication that the leak wasn't from the windshieldYou would then need to have the source of the leak investigated furtherSafelite wouldn't be responsible for any damages if the leak continued after we replaced the windshield
The point that is causing us not to be able to come to any agreement is your request for compensation in the amount of $for lost time from work, travel time, etcSafelite is not willing to agree to thatIn the conversation of August 12th, you stated that you don't want Safelite to replace the windshield in your vehicle and you won't consider any resolution that doesn't include compensation in the amount of $
If you would like to reconsider your decision and have Safelite replace the windshield to absolutely determine if the windshield is the cause of the water leak, please contact us at ###-###-####

Dear Mr***,
I'm very sorry that you experienced a water leak and damage to your GMC pickup after we replaced the windshield and back glassOur records indicate that we did replace the windshield under warranty on December 31, I hope that has eliminated any further water leaks
The
next step would be for you to supply an estimate of the repairs needed for the water damageThat estimate would be submitted for review and approval by the local Safelite managerIf the repair estimate was approved in whole or in part, we would advise you to schedule the repairs and we would pay the vendor directly once the work was completedI do apologize if this part of the process wasn't clearly communicated to you
Once you have the repair estiamte you may submit it to Safelite directly or submit it through the Revdex.comIf you would like to submit it to Safelite, please give our Executive Srvice team a call at 1-866-212-and a representative will provide the fax number or email address for you to submit it
Again, I apologize for the troubleIt is our intention to bring this to a satisfactory resolution and correct anything our installation caused

Dear Mr***, I’m very sorry to hear of the issues you have experienced after we replaced the windshield of your Honda AccordOur records show that we replaced the windshield on January 27, Safelite does provide a lifetime warranty on the materials and workmanship for as long as
you own or lease the vehicleAs long as we are notified within days of an issue being discovered, it would be covered by the warrantyYou contacted us on March 20, to schedule an appointment for our shop to inspect the issueAt that time, it was determined that the issue wasn’t caused by our installation and you were advised that we wouldn’t cover this under our warranty. You next contacted us on November 2, to advise of a $diagnostic charge you wanted us to cover and that a clip had gotten into the blower motorThe Safelite shop advised we could replace any missing or broken clips but the damage to the blower motor couldn’t have been caused by our installationThat same day, a representative of our Executive Service team requested that we receive something in writing from the dealership that was servicing your vehicle to state that the damage was absolutely caused by our installation. We haven’t received any documentation from the dealership so we have taken no further actionCould you please forward written documentation from the dealership stating that Safelite caused the damage and how it was caused? Once we receive that, we can review it for possible further action under our warranty. Again, I regret that you are dealing with this issueSafelite does appreciate your business and we look forward to receiving the documentation that was requested

Dear Mr***,I'm very sorry about the damage that occurred while we were replacing the windshield of your Ford BroncoSafelite has accepted responsibility for the damages and will pay for the repairsOur records show that a member of our Client Care team spoke to you on March 2, about
the dash being the wrong colorIt's my understanding that the vendor is going to get that corrected and Safelite will cover the cost.Regrettably, the moldings are a bigger challengeWith a unique vehicle such as yours, it can be difficult to locate replacement parts that match exactly what was previously on the vehicleWe have been in touch with different suppliers, most that specialize in parts for Broncos, that only have the moldings in chrome and yours were blackWe are still working on a satisfactory resolution and you will be contacted once we come up with an answerAgain, I apologize for the damages and the inconvenience you are experiencingIt is our goal to get the repairs done to your satisfactionWe do appreciate your patience and understanding as we are locating the correct parts in the correct color.

Dear Mr***,I’m very sorry for the misunderstanding regarding the deductible amount due for the windshield replacement on your Dodge PickupThe Safelite location did agree to absorb your deductible due to a delay in getting the correct windshield for your vehicle.Regrettably, this was not
relayed to the billing department and the balance went to our internal collections departmentI have contacted our billing department to cease all further collection activity for this balanceSafelite will absorb the deductible as originally stated.I do apologize for the frustration and inconvenience this caused

Dear MsS***I'm very sorry for any misunderstanding regarding the scheduled appointment to replace the windshield on your Toyota RavIn many markets we are booking appointments a week or more in the future due to high demand for service.I did have the call pulled to verify if the
representative specified the date of the appointment with youThe review showed that you were provided with the day and the correct date of the appointmentIn addition, you did receive the email confirming the appointment scheduled for May 12th.We are set to have a technician out between 12pm and 5pm Saturday May 12thWhile we aren't able to guarantee a specific arrival time, the technician will be able to provide an ETA the day of the appointmentIf you would like to reschedule the appointment, please contact us at ###-###-#### for assistance

Dear Mr***,I'm very sorry there is a new crack in the windshield of your Honda AccordOur technician did locate an impact point that caused the crack which isn't covered under our warranty.As a courtesy, we are offering to replace the windshield at no cost to youPlease contact us at your
earliest convenience at ###-###-#### to scheduleWhen you do call us, please reference work order number ***I do apologize for the delay in responding to you

Dear Mr***,
I do understand your frustrationIt isn't every day that a vehicle requires glass replacement and as a customer there may be some assumptions about what will or will not happenThis may include the expectation that every auto glass replacement is automatically performed using OEM or dealer glassIn the auto glass replacement industry as well as the automobile insurance industry, the standard is to replace damaged glass with what is commonly referred to as "aftermarket" glassThis is glass that is of "like kind and quality" and is readily availableOnly if a request is made to install OEM or dealer glass by the customer, will OEM be mentionedThe cost of dealer glass is generally higher than aftermarket glass and it usually requires contacting a dealer with the vehicles full VIN to order the glassThis also adds a few days to the timeline to receive the glassIn a few cases, we stock both the OEM and aftermarket glass but our sales representatives don't have that information immediately available to them when they are speaking with a customer
Again, when your representative stopped into the Safelite shop on the day of service he discussed both the OEM and aftermarket glass options with a Safelite representative because we happened to have both in stockAt that time, your representative made the decision to have the OEM glass installed and agreed to the increased priceHe stated that he was personally financially responsible for the damage and the decision was his to have the OEM glass installed and pay the increased priceAt every step of the process, from the original request for a quote to the final installation, Safelite representatives provided accurate information according to our company procedures and protocolsI'm sorry if you were under the mistaken impression that the quote you received would be for OEM glass when you called Safelite or any other glass installerWe are not willing to refund the difference between the OEM glass that your representative chose and the aftermarket glass that was initially quoted

Dear Mr***, I’m very sorry to hear about the issue you are having with the driver’s side door on your Ford FocusI have been in contact with the manager of the Safelite location in Columbia, SCWhile there is no dispute that the issue didn’t exist prior to your windshield
installation, the issue isn’t consistent with anything our technician or equipment could have caused. The issue appears to be a misalignment of the front quarter panel/fender area on the driver’s sideThe attached pictures show the misalignment on the driver side and the correctly aligned passenger sideThe damage could have occurred by hitting a pothole, speedbump, or anything similarIt could not have been caused by the suction mount being attached to your driver side door. To help explain the pictures, the circled areas on the driver’s side indicate the misalignment and where the driver’s side quarter panel/fender appears to have been bent causing it to be too close to the edge of the doorThat would cause the rubbing of the door against the quarter panelThe picture of the passenger side shows how the seam should be properly aligned to avoid contact between the door and the quarter panel. I understand how you might assume that this was caused by Safelite since it occurred so soon after the windshield replacementThe pictures and closer inspection of the affected area clearly indicate that this has nothing to do with our workPlease feel free to contact our Executive Service team at ###-###-#### with any additional questions

Dear Mr***,I'm very sorry for any issues that occurred after we replaced the windshield of your 20163Range Rover Sport on December 15, Unfortunately, we have no record of any issues reported to us after the installationIf you could please provide the background and any documentation
you have about this, we will be happy to review itIf you would like to speak to a representative from our Executive Service team, please call ###-###-####.