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. Thank you, *** for all your help!!

It is more then apparent that Safelite DOES NOT CARE about the customer,The technician WENT THROUGH MY CARE WITHOUT MY PERMISSIONHE is NOT granted this is South Carolina by any means look up the laws! Is it that hard for them to install a windshield without touching anything in the car? do the possess that quality?No one has answered ANYTHING! simply everyone has justified this crap! The woman lied to me! and that is completely okay to lie directly to my faceThis has NOTHING to do with insurance and now its all the fault of the insurance provider? No the insurance has nothing to do with thissafelite screwed up and instead of fixing the issue all whoever is communicating with me is doing is justifying the issue. Not to mention NO ONE has called me and I mean NO ONE called me! The proof has been attached.This is not my insurances fault its Safelites fault! The girl at the front desk LIED to me! and safelite is completely okay with that? Next the guy went through my car (which is illegal in SC), Put stuff back on my windshield that I took off FOR A REASON! NOTHING about safelite has been a courtesy, rather it has all been a hassle!

Dear Mr***,I'm so sorry for the issues you've had regarding the back glass replacement for your *** *** I reached out to the Safelite store manager and was advised that she and another manager took a look at your vehicle with youAfter examining the headliner, there were no
spots found that required cleaningIn addition, there didn't appear to be any additional glass that required clean-upThe 3rd brake light showed no indication of an issue to fix The manager has offered to refund the amount you originally paid, as a courtesy, after we received a signed release of liabilityA copy of the release is attachedUpon submission of an estimate for repairing the scratches, the manager has offered to pay the fair and reasonable cost to do so Again, I apologize for your inconvenience

Dear Mr***,
I’m very sorry that our attempt to repair the windshield damage on your Toyota Tundra 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 thatIf a repair is unsuccessful or just not satisfactory, Safelite will refund the cost of the repair to the paying partyIf the cost of the repair was paid by the customer, that amount would be credited toward the cost of the windshield or their insurance deductible if a claim is filed for the replacement
Our records show that the local Safelite management has been in contact with you and you have agreed to a discounted cost for the windshield replacementIf you would like to schedule the installation, please contact the local Safelite shop or call our scheduling department at 1-800-800-There is a quote saved for you with the reference number of ***-***Safelite does appreciate your business and we look forward to performing the windshield replacement at your convenience

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 Ms***,I'm so sorry for the inconvenience you experienced regarding the windshield replacement for your Acura TLI understand that knowing the exact time a technician will arrive, rather than offering a or hour arrival window, would be optimal for our customers
Unfortunately, there are so many variables with dispatching and possible delays in other installations, that the best we can offer is to have the technician call from his or her prior appointment to narrow down the arrival timeWe are continually working to improve our processes and allowing customers real time access to information about their scheduled appointmentsAt this time, the only way to have a designated appointment time is to schedule an inshop appointment.Although we would like every installation to be perfect, in a small number of cases something happensTherefore we provide a Nationwide lifetime warranty on the materials and our workmanship as long as you own your vehicleIn most cases we will schedule a no-cost warranty appointment to address the issueIn some cases, we suggest having a customer stop into their local Safelite shop anytime during business hours to have an issue corrected because it's something small and simpleIf a technician forgets to reattach the windshield washer fluid it can be a terrible inconvenience for a customerWe absolutely can schedule a warranty appointment to resolve the issue but if a customer has the ability to stop into a Safelite location, it can be resolved in a matter of minutes instead of waiting for a technician to arrive.I spoke with the Safelite Location in ***, MD and they attempted to work with your schedule for either mobile service or inshop serviceWhen we couldn't commit to a guaranteed time for mobile service you declined that optionYou also declined an inshop appointmentWhile we do have mobile service scheduled for you on Saturday September 17th, if you are in the area of a Safelite location, any Safelite location, please feel free to stop in to have the windshield washer fluid hoses reconnectedWe do want to work with you to correct the issue as soon as possible.

I am rejecting this response because:Both A pillars, drivers and passengers,were damaged by the technician, and not reportedEthical IssueCaused an emergency situation while driving On outside, Weather strip moulding now leaking and pealingOriginal service date in May not completed fully until JulyI do not trust the craftsmanship or response time
Regards,
*** ***

Dear Mr***,
I’m very sorry that you are continuing to have issues with the rear defroster on your Dodge DurangoIn reading through our notes, it appears that you were aware of issues since immediately after we installed the back glass in October of I have attached a copy of our
warranty document which states that any warranty issue needs to be brought to our attention within days of its discoveryNearly years have elapsed since the original installation by SafeliteAs a gesture of good faith, we did replace the glass at no cost to you on August 5,
The fact that the issues continued after the glass was replaced indicates that the glass installation is not the cause of the issueYour concerns have been escalated to the Operations Manager in your area and the field management is in agreement that Safelite is not accepting responsibility for anything elseBecause we weren’t advised of any issue until almost years after the original installation the terms of the warranty weren’t observed and we are not accepting liability for anything else
Again, I’m sorry for the rear defroster issuesIf you have additional questions or concerns, please feel free to contact us at ###-###-####

Dear Carmen Minardi, I apologize for not getting back to you soonerI have been under the weather lately. I did receive the letter dated February 18, 2016, containing the warranty from SafeliteObviously none of the Executive Service Team read the Limited Warranty paragraph regarding, “Automobile glass is warranted against defects in material”.I have owned ten (10) vehicles, while living in *** and scraped ice off the windows on all ten of themNone of the windows, rear windows side windows or front windows scratched, except for the replacement window installed by an Autolite technician, on August 2, 2015.Autolite suggested I report this to my insurance carrier and Autolite would replace the windshield pay my $deductibleIf I were to allow them to do that what guarantee do I have that when the inevitable would occur and ice was scraped of the replacement windshield, that would not be scratched.I will take care of the scratches myselfIn addition, I will be informing everyone that can read how Autolite takes care of its customers in ***, when ice is scraped off their replacement windshields.Sincerely,** ***

Dear Mr***,I’m very sorry to hear about the cracks in the windshield of your Ford FSafelite did replace the windshield for you in June At that time you were provided with a nationwide lifetime warranty that covers defects in the materials or our workmanship for as long as you
own that vehicleA copy of the warranty is attachedMost cracks that are due to “compression” or stress” occur within the first days after an installationOur warranty doesn’t cover damage to the glass by an object striking it and causing a chip or crackThis is outside the control of Safelite and isn’t a defect in the glassIt is considered new damage and repair or replacement would either be out of pocket or through a comprehensive insurance claim on your auto policy.When our technician did inspect the windshield he discovered that there was an impact point and I have attached a picture with the area circledWhen our representative scheduled the warranty appointment you should have been advised that if there was an impact point found, that was not covered by the warranty.I do apologize if there was any misunderstanding regarding the terms of the warrantyWe would be happy to work with you to provide a replacement windshield at the best price possible as a courtesyWe must decline your request to replace the windshield at no cost to you

Dear Mr***,I do understand your concerns and I'm not asking you to allow Safelite to do any work on your vehicleI'm asking for a copy of the receipt in order to consider it for possible reimbursementOnce that documentation is received we can bring this issue to a fair resolution

Dear Mr***,I will be happy to clarify our proposal and position As a courtesy, Safelite will replace your windshield at no cost to you If the water leak stops after the windshield replacement, that is a clear indication that the windshield was the cause of the water leakSafelite will pay for repairs, diagnostics, cleaning or detailing needed due to the water leak based on the terms of our National Lifetime warranty If the water leak continues, that is a clear indication that the water is entering somewhere other than the windshieldSafelite would not be responsible for any damages, diagnostics or other costs associated with the water leak An independent party would not be needed to water test the vehicle after the replacementTaking the vehicle through a car wash or exposure to precipitation would be sufficient to determine if the vehicle still has a water leak Safelite will not agree to pay you for lost time, pain & suffering, defamation of character or any other incidental or consequential damagesOur warranty is limited to correcting any issues we caused and paying for the repairs.I hope that this provides the necessary clarificationIf you would like to schedule a time for Safelite to replace your windshield, please contact us at ###-###-#### or contact your local Safelite location directly

I’m very sorry for the delay in responding to your most recent message submitted to the Revdex.comUnfortunately it is a known fact that the late 90s and early Ford Mustangs have parts that become brittleWe always tell the customer about this issueThe parts are dealer only and
are expensive
We have issued a directive to the technicians to inform customers up front about the high possibility of the parts breaking because of age and brittlenessWhat we would like to do is offer you the part for the price that Safelite would pay verses the dealer priceThe dealer moldings are no longer available, the cowl part number is 3r3z6302228aaa the dealer price is $Safelite cost $
I apologize for any inconvenience this has causedIf you have further questions or concerns please feel free to contact our Executive Service team at ###-###-####
Safelite appreciates your business and look forward to working with you in the future

Dear Mr***,I apologize that our previous response didn't adequately address your concernsYour frustration with the issues is understandableWhile we would like every installation to be 100% perfect the first time, in a small percentage of installations mistakes can be madeTherefore, we provide a nationwide lifetime warranty on the materials and workmanship for as long as you own the vehicleSafelite will correct any issues that are covered under our warranty at no cost to you.I can only imagine what it's like to discover that your windshield washer hoses were not reconnected just when you need them the mostStopping at the side of a busy road to reconnect them would be upsetting for anyoneWhile loose trim pieces and missing caps for wipers may seem like small things, the time and inconvenience caused may be significantTime is a precious commodity and when your time is limited, anything that takes time away from work, family or anything else you have planned is aggravatingI regret that this situation has caused you to lose faith in Safelite AutoGlassAthough it won't change what has occurred, I would like to refund $of the amount you paid for the windshield installation as a gesture of customer serviceIf you could provide the best mailing address for a check the refund request can be processedPlease allow 7-business days to receive the checkIf you have any questions or to provide the mailing address, please contact our Executive Service team at ###-###-####

Dear Ms***,
I'm very sorry that you have a crack in the windshhield of your Chevrolet AvalanceIt must be very frustrating to get conflicting information about whether thre is a point of impact that caused the damage or if this is a crack that would be covered under our warrantyA
member of our Executive Service team has arranged for an independent third party to inspect the windshield and determine whether this is new damage or a warranty issueOur records indicate that you were informed of this and it met with your satisfactionOnce we have this independent assessment we will adhere to that determination and get back in contact with you
I do apologize for the inconvenence you have experiencedWe do appreciate your business and we will be in touch with you next week after we receive the inspection results

We also received this as an email from the consumer sent Wed June 28, at 1:36AMThis reply was sent Wednesday June 28, at 1:58PM.Dear Ms***, I’m very sorry for the inconvenience this has caused youThe only reason the paperwork shows pieces of glass is so that the
shop can account for the broken glass for inventory purposesYou won’t be charged for both pieces of glass when the work is invoicedIf you have any additional questions or concerns, please feel free to contact us. I can’t say if the same technician will or won’t be routed to do the work on ThursdayThat will be set on Thursday morning by the dispatcher

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

Dear Mr***,While your frustration is understandable, the fact remains that the previous installation was performed for the individual that was in possession of and was leasing (and paying for) the vehicle prior to you purchasing itThe warranty did not transfer to you when you purchased the vehicleOur warranty does state that it applies as long as the original customer "owns or leases" the vehicleYour insurance provider, USAA, is one of our most valued clients and we work very hard to assist USAA membersUSAA is also very aware of the terms of our National Lifetime warranty. We do want to earn your business by providing a windshield replacement at the best possible priceHowever, you didn't own the vehicle at the time of the previous installation so you have no warranty with SafeliteAs previously stated, the size of the damage is only one factor used when determining if the windshield damage might be repaired or if a replacement is requiredOur technician determined that the damage was not a good candidate for a successful repair and therefore recommended a full replacementWhile I don't have the exact replacement cost of the windshield for your *** Pilot, we would be happy to work with you to provide the replacement at the best price we canI won't say that we can match any other provider's price but I can say that all the glass we install (or any glass company installs) is required to meet the same Federal Motor Vehicle Safety standards for safety, light transmission and structural integrityWhen a consumer submits a complaint through the Revdex.com, it is standard practice to submit all replies through the Revdex.comIF you would like to discuss this matter with a member of Safelite's Executive Service team, please contact us at ###-###-####Again, I'm sorry that you have damage on the windshield of your vehicleWe would like to work with you to bring this to a satisfactory resolution

Dear *** ***,I’m very sorry that the damage to the windshield of your Audi Qcracked beyond the point of repairThe Safelite store manager provided additional detail about what occurred on July 28, 2017.“*** *** came in for a repair appointmentWe pulled his vehicle around to get a better look at the impactHe was there no more than minutesOnce the tech exited the vehicle inside the repair bay and shut the driver door, the break was visible in the window and was moving north on the glass from the bottom driver sideOnce we got a light on the break up close, you could see the crack heading south through the frit band to the edge of the glassAt this point we knew it was not repairableThe tech called me over but I couldn’t get to him right away as I was helping another technician.”“No more than minutes passed and I was over at the vehicle in question reviewing the windshieldNo more than 2-minutes following that the customer was informed.” “There was absolutely no work performed on this vehicle.”We were going to schedule a windshield replacement for you but when you were informed you had a $comprehensive deductible through your insurance company, you chose not to proceed.Again, I apologize that the windshield damage was unrepairableI hope that this helps to clarify that our technician didn’t do anything to the windshield to cause the damage to get larger

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***