Aloha Pools & Spas of Paducah

Dear Ms***, I’m very sorry that our attempt to repair the windshield damage on your Chevrolet Malibu 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 policy. In 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 1-800-800-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 *** and find the resolution is satisfactory to meI don't totally agree with their response. However; I went ahead and just left my appointment for May 12th. At this point, I don't agree with their response, but wish not to pursue this further because it seems like a moot point since they are not going to admit any fault on their part. Please close this complaint
Regards,
Jennifer S***

Dear Mr***,
I’m very sorry that our attempt to repair the damage to the windshield of your Toyota Tundra didn’t meet your expectationsThe repair process is to restore the structural integrity to your windshield and isn’t a cosmetic fixWhile it is our policy to credit what you paid for
the repair toward a replacement windshield with Safelite, as a one time courtesy we will credit the $you paid back to the card used at the time of servicePlease allow approximately 5-business days for your account to reflect the credit
Again, I apologize for any unrealistic expectations about the appearance of the windshield repairIf you have any further questions or concerns, please contact our Executive Service team at ###-###-####Safelite does appreciate your business

I apologize for the damages that were caused to your Hyundai Elantra due to the windshield that was installedOur notes indicate that we are accepting responsibility for the damage and will pay for the repairsWe requested that you provide and estimate from a body shop of your choice, we will contact the shop and make payment arrangements
If you have further questions or concerns please feel free to contact your local Safelite Shop or you can contact our Executive Service team at 1-866-212-

Revdex.com:
I reviewed the response made by the business in reference to complaint ID ***, and I have attached the photos from the mechanic in case they are needed, additionally I have attached the receipt information Safelite requestedAttached is the invoice I paid ***Auto for the wiper transmissionI had not purchased the new wiper blade yet, I put on an older oneSo I just now ordered the replacement RainX blade from ***It appears the same blade I lost is less expensive now at ***, that invoice is included as wellThat makes the total $+ $= $136.72.I appreciate the business' fast responseI always hate to file complaintsWith Safelite covering the $to replace the damaged parts I find the resolution is satisfactory to me. I had a windshield for another vehicle replaced years ago through this same shop with no problems. By Safelite making this issue right and honoring their warranty they have preserved a customer and will plan to continue to use them in the future

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 *** 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

Dear Mr***,I’m very sorry to hear about the malfunctioning air bag module in your Ford FSafelite did replace the rear slider in the vehicle on March 6, in our Hasbrouck Heights, NJ locationThere would have been no reason for our technician to disconnect the vehicle’s battery
or disconnect the wiring for the side air bag module.A great deal of communication and research has taken place since you brought the issue to our attention and stated that you believed we caused itThe Safelite location did attempt to correct the issue when you brought the vehicle back in but it was beyond our expertiseThe store manager did advise you to take the vehicle to the Ford dealer and if it was determined that we caused the damage, we would pay for the repairsThere was no promise to pay for the repairs as we didn’t know what caused it.You took the truck to Quality Ford on March 10, The diagnostic showed that the Side curtain air bag module on the right side had shorted outThe dealer included that it was possibly due to static interferenceThere was no indication that it was related to our glass installationWe did however reach out to the dealership to get more details on what the damage was and how it might have occurredA Safelite representative advised you that she had just started her investigation and that she would keep in touch with you as things progressed.Our representative was able to speak with both the service advisor and the service manager at Quality Ford on March 16, In speaking with the service manager our representative inquired about how the module could have shorted outHe advised that the wiring was fine, the air bag itself was fine but something caused the module to short outThe service manager indicated that if the unit was “hit hard” the damage could have occurredAfter the dealerships physical inspection, that was eliminated as the causeThe only other thoughts he had were if the battery was disconnected or possibly static electricityHe was unable to state with any degree of certainty that the damage was caused by Safelite’s replacement of the back glass or even if it could have been caused by the glass being broken out.After that discussion, our representative reached out to the Operations Manager and the Store Manager to discuss whether we were responsible or notIt was determined that our technician would have no reason to disconnect the module or the battery to complete the glass installationTherefore we would not accept responsibility for the damageAn email was also sent to your insurance provider with our decision and the reasons on March 16, 2017.Your insurance company responded on March 17, that their claims department would be in touch with you about the issueThere was no indication that your insurance company disagreed with our decision or the reasons behind itWe haven’t received any information that contradicts what the dealer advised nor have we received any documentation indicating that our installation caused the module to short outWe must decline your request to pay for or compensate you for the repairs

Dear Ms***, I’m very sorry to hear that the driver’s door glass shattered on your Honda AccordI’m relieved to know that you weren’t injured but I’m sure it was frighteningOur National Lifetime warranty doesn’t cover spontaneous breakage of tempered glass, such as door glassIn the
majority of cases, something hits the glass and causes it to shatterIf there had been previous issues such as the glass being off track or going up and down more slowly than before, it could possibly an issue covered by our warranty. What we would like to do as a one-time courtesy, is to provide the door glass replacement at no cost to youAs a gesture of customer satisfaction, Safelite will absorb the full cost of the replacementPlease contact our Executive Service team at ###-###-#### to schedule an appointmentAny representative will be able to assist you, just provide your phone number and all this information will be available. Again, I apologize for your experienceWe look forward to assisting you with a door glass replacement

they only let me hear seconds of the whole conversation I would like the whole conversation not just what sounds like what they want to hear Not only in the conversation do I state it's a power window also in their notes I've asked for copy's and they don't want to release them
Regards,
*** ***

Dear Mr***.I'm very sorry that our attempt to repair the damaged windshield of your Nissan Altima wasn't successfulWhile we do have a very high success rate with our repairs, there's no way to predict how the already damaged glass will react to the repair process.The details of our
money back guarantee for repairs are: The 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 no moisture or other foreign matter in the damaged area.In some cases, through no fault of the repair technician during the repair process, the chip or crack may become larger, and we are not responsible for such damage.If that occurs, or if you are otherwise dissatisfied with the repair, we will credit the cost of the repair toward a windshield replacementIf your insurance company paid for the repair, the insurance company will receive the credit, and you may still be responsible for your full deductible.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 the repair toward replacement.This is your exclusive remedy in the event of a failed repairThis guarantee applies as long as you own or lease the vehicle on which the repair was made and is not transferable.I regret that you were given incorrect information by our technician about the probability of the damage getting worseOur repair process doesn't have a 50% failure rateSafelite does millions of chip repairs every year and only a very small percentage aren't successful.We had the call pulled from July 13th when a representative completed the scheduling you initiated onlineThe representative read the script regarding the repair and your deductibleThe results are below.The CSR read script that “as benefit of policy American Family will pay full cost of repair with no out of pocket expenseIn the unlikelihood the repair fails (less than 1% of the time) or you are dissatisfied with repair results and a replacement becomes necessary you would be responsible for $deductible for replacement”.If you would like to proceed with a windshield replacement through Safelite, we'll be happy to provide the best price availableWe must respectfully decline your request to replace the windshield at no cost to you or pay for a replacement from a different provider

Dear Mr***,I’m so sorry that the repair we attempted on the windshield of your Nissan Frontier 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 material 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 applyUnder the terms of the warranty you purchased when you bought the vehicle, the warranty company will only pay for repairsReplacements would either be out of pocket for you or subject to your auto insurance comprehensive deductibleThe specific wording of the money back guarantee is included below.We are respectfully denying your request to pay for the replacement of your windshield by another glass provider.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

I’m so sorry to hear about what you encountered while trying to get the back window of your Chrysler Lebaron Convertible replaced by SafeliteAs a general rule, we don’t replace the back windows for convertiblesIn many cases the window isn’t made of glass, it is plasticWe aren’t
equipped to handle those installationsOur protocol is to refer the customer to a dealer in the areaWith a vehicle as unique as yours, you may need to look at other options including online resources in order to get the rear window replaced
I am following up with our IT and supply chain specialists to determine why our system allowed a part to be selected that we couldn’t obtain or installWhen you spoke with the local Safelite representatives, the fact that a part was on the order indicated that we could service the vehicleIt wasn’t until a representative realized that the vehicle was a convertible that we determined we would be unable to do the installationWhen you were advised that we could “crash wrap” the area, the representative didn’t notice that the vehicle description was “convertible” which would make that process impossible
Again, I apologize for the incorrect information you received and the inconvenience it causedAs a courtesy, we will be sending you a check for $to the address we have on file for youPlease allow 7-business days to receive the check in the mailIf you have additional questions, please feel free to contact our Executive Service team at 1-866-212-

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 *** 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

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

I am rejecting this response because: it is involving the Jetta, my husbands name is *** ***.
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to meI attached two estimates to repair the damage
Regards,
*** ***

Dear Ms***,Our customer for the work is Enterprise as they currently own the vehicleUnless we receive notification from Enterprise to the contrary, we are unable to assist youAs previously stated, Enterprise has their own process for handling any possible damages to their vehicles

I'm very sorry about the stains on the interior of your Mazda Our notes indicate that you have already worked with a member of our Social Media team to bring this to a satisfactory resolutionWe are refunding your $deductible, we will pay to have the stains removed and provide a rental
vehicle while that work is being doneAfter you submitted this issue, you also noticed a spot on a Denver Broncos Jersey that you were wearingThe plan at this point is to see if a professional dry cleaner will be able to remove the stainIf so, we will reimburse the cost to youIf not, we will work with you to make sure that you are completely satisfied with the resolution
Again, I apologize for the issuesWe do appreciate your business and look forward to resolving everything to your satisfaction

I reached out to the consumer, *** *** to advise that we will pay the additional $the vendor is going to charge for the carpet replacementI left a voicemail for the vendor, as wellIf you need anything else, please let me know
Thank you,
Nancy S***
Safelite Executive Service Team

I reviewed the response made by the business in reference to complaint ID 12031661, and find the resolution is satisfactory to me
Regards,
*** ***PSI am sorry that my own actions were unkind and lacking patienceI'm going to remove all the media and reviews - I will make a good review because you guys are good people and I was too blinded by frustrations to see thatAgain, I'm sorry and I greatly appreciate the help