Aloha Pools & Spas of Paducah

Dear Ms***,Thank you for clarifying that *** has already been paid in full for the repairsSafelite will issue *** *** a check for the total amount of $There are three different address associated with the workPlease confirm which address we should use for mailing the checkOnce we confirm the correct mailing address, please allow 7-business days to receive the check in the mail

Dear Mr***,
I’m very sorry that it took such a long time to receive the correct dealer parts for the windshield replacement on your Ford ExplorerIn reviewing our records, it appears that on at least one occasion we received a windshield that was damagedAlso, it appears that either
the windshield or the moldings needed had been on backorderI’m glad that we were able to get the parts installed for you and everything appears to be satisfactory
We do have notes that you had requested some sort of compensation for the inconvenienceA gift card was mentioned but nothing specific about the amount or who was going to arrange thatAs a courtesy, we would like to send you a check in the amount of $50, rather then sending you a gift cardWe would like to verify your mailing address with you before we request the checkOnce the check is issued you should receive it in about 7-business days
Again, I apologize for the inconvenience and frustration you have experiencedPlease contact our Executive Service team at ###-###-#### to provide your mailing address and we will issue the $checkWe do appreciate your business at Safelite and wish you all the best during this holiday season

Dear Mr***,I'm so sorry that the pillar moldings were damaged on your BMW Xduring the windshield replacementI understand your frustration about the lack of communication, miscommunication, and delays in getting the replacement moldings for youI do see that we received the
moldings today, October 5th and we will be installing them for you tomorrow, October 6thThe technician is also aware of the plastic cover that wasn't reattachedThis is all covered by the nationwide lifetime warranty you have with Safelite and is at no cost to you.Due to the inconvenience you have experienced, we will be refunding $to youWe will issue a check and mail it to the address listed on this Revdex.com complaintThe check should arrive within 7-business daysI truly apologize for the frustration this has caused youWe do appreciate your business and our goal is to bring this to a satisfactory resolution

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 ###-###-####.

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

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 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 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

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

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.

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 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 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 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 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.

I'm very sorry for the damage that occurred during the windshield installation on your Chevrolet SonicOur records show that another Safelite representative has already been in contact with you about all your concernsAs a result, You will be receiving a refund of $which represents
half of the deductible you paid for the installationWe are also paying for the body damage caused and supplying you with a rental vehicle while yours is being repairedOn Tuesday 1-12-a Safelite technician will be out to correct the issues regarding the installation of your rear view mirror
Again, I apologize for the damages to your vehicleWe do appreciate your business at Safelite and thank you for your patience while the repairs are taking place

Dear Ms***I'm very sorry to hear about your concernsBased on the information provided, I believe this is regarding a Audi QIf so, the windshield replacement was performed for and invoiced to *** *** * ***If there is a different vehicle or work order showing that work was
performed for you, please provide that information

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