Aloha Pools & Spas of Paducah

Dear *** ***,
I’m very sorry that the rattle continued after we replaced the door panel on your GMC SierraOur records show that you had the issue corrected by your local dealer and we are reimbursing the amount you paid for the workYou should receive a check in the amount of $within 7-business days
If you don’t receive the check by May 5, or if you have any questions at all, please contact our Executive Service team at ###-###-####

Thank you for taking the time to talk with me last week As a follow up to our discussion, I simply cannot trust this company to do any work on my car because I do not trust the skill of their technicians.I believe they tried to take advantage of me when they first tried to settle the complaint and I just want to be done with this company I am completely unsatisfied with their proposed resolution and just can’t believe that for $they would not take any responsibility for my cracked windshield Whatever you can do to help would be very much appreciated

Dear Mr***,I'm very sorry for the issues you have had since we replaced the windshield on your Lincoln NavigatorI see that you have been in touch with members of our Executive Service team about a water leak and a torn seatWe did have a warranty appointment scheduled on
8-19-17 to inspect the moldings on your vehicle because you were under the impression that they would be replaced along with the windshield.I have reached out to the store manager and the operations manager in your area asking for their assistance with your concernsWith the upcoming Labor Day weekend, it may take a few extra days to hear from them.I would also like to ask if you could provide specific information regarding any damages that you believe are associated with our workIF you have pictures and estimates, I'd be happy to add them to your file and forward them to the field management for review.Again, I apologize for your concerns and the delay in getting answers for you

Dear Mr./Mrs***,I am very sorry that you did not get the assistance you needed and for the inconvenienceI did speak with the store manager and there was some confusion about the ROLif we're paying the vendor you want to use there is no need for a ROLAgain, I apologize for the
miscommunication and we would love to rectify this as soon as possible for youI will take the liberty of contacting ServiceKing to let them know we're covering the cost and to get you scheduled to have the work doneAlso, if you need a rental in the meantime while the shop works on your car we will set it upPlease let me know if there's anything else I can do to assist you in the meantime.Thank you,Danielle D***

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

I am rejecting this response because:
Even though Safelite replaced the windshield at no cost, it was through my persistence in spending almost a week in constant contact with their Executive Support Team, and me rejecting an initial offer of me paying the difference for the glassSafelite also wanted to penalize the local Safelite and its installer for having to replace the windshieldWhen I placed my order through Safelite's website, AT NO POINT during the order process did I see a statement informing the consumer to request an OEM windshieldI simply typed in the make, model, and year of my vehicle and scheduled installationSo what I THOUGHT I was initially getting wasn't what I receivedThat practice, in my opinion, is deceptive and should be rectified
Regards, Cindy ***

I have found OEM windows on separate occasions, one of which I sent to Tonie, he has never responded. Your delay in processing my refund has prevented me from having the funds to purchase any OEM window that I do locateI fear it will not be processed again based on the wrong billing address on the receipt you attachedI shouldn't have to call your executive team again and again, when I'm told someone will call me back then that is what I expect to occurI understand that I declined having the window resealed as I said in my first letter, I thought I was being sympathetic to your costs, not to mention it takes hours of my day to redo the windowNot very convenient for me eitherMy billing address is *** *** *** *** *** ** ***If the credit doesn't go through maybe you can try using the right information
Regards,
*** ***

Dear Mr***,I’m very sorry to hear of the issues regarding the windshield of your Nissan MaximaIn reviewing our notes we initially replaced your windshield in March In August 2016, you contacted us about a crack in the windshield that didn’t appear to have an impact pointA
representative scheduled a no-cost warranty appointment for a technician to inspect the glass to determine if this was a warranty issue or if the crack was caused by something hitting the windshieldIf there was no point of impact, the windshield replacement would have been covered under our warrantyOur technician did find a point of impact and we provided a quote to replace the windshield and scheduled an appointment.Because of the amount of time that has passed, I wasn’t able to determine why the appointment was rescheduled and subsequently cancelledI am able to confirm that the first replacement windshield was damaged and couldn’t be installedI trust your recollection of events and I regret that you were never contacted by the shop manager as you were promised.Regarding the warranty, because the technician determined there was new damage to the windshield the replacement would have been out of pocket for youFive months had passed between the time we installed the windshield and the time that you contacted us about the new crackMost “stress cracks” occur within the first few weeks after the replacementIf there had been no evidence of an impact point, we would have replaced the windshield at no cost to you.If there had been a “defect” in the glass it would have been apparent immediately after the windshield was installedThere is no predicting when an object will strike a windshield and cause it to crackThe fact that you had a crack that required a second replacement after months has nothing to do with the quality of the glass and everything to do with the object that struck your windshieldAll replacement glass must meet the same Federal Motor Vehicle Safety standards for safety, light transmission, and structural integrityWith all this in mind, we must decline your request to refund the $you paid for your windshield replacement in March 2016.Again, I apologize for your experiences and the inconvenience they caused

Dear Mr***,I’m very sorry that the chrome part of your windshield molding was damaged when we replaced the windshield on your Ford F Series pickupIn reviewing the details of this ongoing issue, it appears that you did receive our reimbursement check in the amount of $for the
cost of the chrome trim that you purchased
Due to the unique nature of your vehicle and the fact that we were not able to complete the work to your satisfaction, Safelite feels that your best interests would be served by having the installation redone by a company that specializes in glass installation for vehicles such as yoursFor that reason, we have offered to refund your insurance company what they paid us for the glass installationThat would allow the same claim to be reassigned to another glass provider that is experienced in replacing glass on classic vehiclesWe did reimburse you for the damaged chrome trim and the installation would be done by whatever glass provider you chose to redo the job for you as part of your claim.We do believe that having a different glass company of your choice redo the entire installation is in your best interestIf you would like to discuss this further, please call us at ###-###-####

Dear Mr***,I’m very sorry for the issues you are experiencing regarding the back glass replacement we performed on your Chevy Camaro in October of As you likely know, it can be challenging to locate replacement parts for a unique vehicle such as yoursOver time, many parts are
discontinued and are completely unavailable for purchase.Our records show that our Quality Manager was able to address the issue with the back glass itselfThe shocks needed to be disconnected but the glass is properly in placeA member of the Executive Service team attempted to reach out to you regarding the paint and other issuesHe was unable to leave a voicemail because yours was fullHe will continue to attempt to reach you and he has the contact information listed on your Revdex.com complaintIt is our goal to resolve this issue to your satisfactionAgain, I apologize for the inconvenience and frustration you are experiencingPlease feel free to reach out to us at ###-###-####

I’m very sorry that you weren’t satisfied with the windshield installation on your Kia SoulThe claim from your insurance company did not request original dealer glassThe claim was for glass that is of “like kind and quality”The glass we installed is aftermarket glass that meets all
the specifications required by lawThere can be variations in the glass tint and shadeband color based on the manufacturer of the glass
With that being said, our records show that a member of our Social Media team responded to you about this issue due to feedback received on October 27, In that response you were advised that if your insurance provider agrees to pay for the dealer glass, we can order it and install it for youIf your insurance company will not approve the dealer glass, we could still order it but you would be responsible for any cost difference between the approved aftermarket glass and the dealer glassAnother representative attempted to follow up with you on October 31, and left a message with our contact informationAs of November 6, we have not received a response from you
Again, I apologize that your expectations weren’t met regarding the replacement windshieldWe strive for customer satisfaction and would like to discuss options with youPlease give our Executive Service team a call at ###-###-####We do appreciate your business at Safelite

Dear Ms***,I’m very sorry that you experienced a water leak and damages after we replaced the windshield of your Honda CivicThe most recent contact we had with you was April 25, During that call a representative advised you that a check in the amount of $had been issued
and would arrive by UPS overnight delivery on April 26, Our understanding is that you will be travelling out of the country beginning Thursday April 27, The check for $represents the cost of the detail and to replace the charger that was damagedThose were the only items you requested prior to filing a complaint with the Revdex.comYou were advised that someone would need to be available to sign for the overnight delivery.We will be honoring your request to refund the amount you paid for the installation, $392.10, as wellThis amount will be credited to the credit card you provided at the time of servicePlease allow 3-business days for your financial institution to acknowledge the credit in your account.Again, I apologize for the issues and the delay in refunding the cost of the detailing and the charger

I am rejecting this response because:you have not addressed all my complaintsFirst of all your tech made no measurements to verify any of your stipulations, SECOND he violated my privacy inside my private residence by taking pics with no permissionI know it's posted in the Revdex.com message that I wanted the window replaced, but I no longer want your business, and everyone I know will hear about how poorly developed your customer policies areTo resolve my problem you would have to make it known to your potential Michigan customers that you will not replace windows if there is any rust near the window because that's the reason your tech gave me, and he never made measurements to satisfy my complaintYour technician was unqualified, and I would like to know how you are going to resolve my concerns over the images he took without my permission with his phone?Regards, *** ***

Dear *** ***,
I am very sorry for the damages that were caused to your Ford Fusion due to the windshield being installedOur notes indicate that we are accepting responsibility for your damages and will pay for the rain sensor coveringI have spoken with Fabian, he is going to order
the part from the dealership today, and it could take up to 3-business days at the latestWe are also going to reimburse you for the diagnostic feeWe need for you to fax the receipt, our fax number is 877-780-attention Executive Services please add your referral number on the document, referral number
As soon as we receive your receipt we will follow up with the next steps in the processAgain I am very sorry for the inconvenience this has caused youIf you have further questions or concerns please feel free to contact our Executive Service team at 866-212-
Safelite appreciates your business and look forwarding to getting these issues resolved for you in a timely manner

Dear Mr***,
I’m very sorry that our attempt to repair the windshield damage on your Lexus RX wasn’t successfulWhile we do have a very high success rate with our repairs, there is no way to determine with any degree of certainty how the already damaged glass will react to the repair processOur notes indicate that we are accepting responsibility for the failed repair; we are willing to replace the windshield at no cost to you
If you would like to schedule an appointment please feel free to contact your local Safelite shop or you can reach our office at 866-212-
Again I do apologize for the inconvenienceWe appreciate your business with Safelite and look forward to getting you scheduled

Dear Ms***,Our records show that we had a warranty appointment scheduled to
inspect a crack in the windshield of your Chrysler SebringThe appointment was to take place at Coury’s Body Shop but your vehicle was not there and the appointment was never rescheduledWe are still able to schedule a warranty appointment to inspect the crack if you contact us at ###-###-####Our legal team has been provided all the documentation you submitted and has been in touch with your attorney, MrG***If you need assistance other than scheduling a warranty appointment, you would need to direct your inquiries directly to our legal team

Dear Mr***,
I’m very sorry for the issues you have had with the rear defroster and the washer fluid on your Dodge DurangoIn reviewing your file, we had a technician look at your vehicle on August 20, Upon inspection, our technician found no cut or crossed wires that would be causing the issuesYou advised us that you would be taking the vehicle to a body shop to have the wiring checkedAt this point we have had no further contact with you about the rear defroster or the washer fluid
We believe that because our technician found no damage and we have heard nothing from you since August 20, 2015; that this has been resolved and Safelite is not responsiblePlease feel free to contact our Executive Service team at ###-###-#### with additional questions or concernsSafelite does appreciate your business

Dear Mr***,
I’m very sorry that there was water intrusion into your Jeep Grand Cherokee after we replaced the windshieldI understand your frustration due to receiving conflicting information and not being able to get a timely response to your request for Safelite to pay for
drying out and cleaning your carpet
I do see that we received the estimate in the amount of $from *** ***We did attempt to pay them by a credit card over the phone but they requested that we send them a checkWe did submit a check request on May 9, to *** ***They were advised to allow 7-business days to receive the check
Again, I apologize for the water leak and the inconvenience you experiencedSafelite has already agreed to pay for the cleaning and the payment is in processIf you have any additional questions, please feel free to contact us at ###-###-####

Dear Mr***,I’m very sorry that the windshield replacement on your Mercedes GLKwasn’t up to parAs you are already aware, Safelite will provide a new windshield installation under our warranty at no cost to you.I spoke with the Safelite manager about the damage to the glass panel
between your windshield and the sunroof glassI received the attached picture taken by our technician on February 1, The damage shows a very clear point of impact by a rock or some other objectTherefore, this is not due to our installationThe Safelite store manager will be happy to provide you a quote for the panel of glass that is damagedAlso, he will be happy to schedule a windshield replacement under warranty.Again, I apologize that the windshield replacement was deficientWe will be happy to rectify that installation under warranty.We must respectfully decline your request to replace the glass panel at no cost to you

Good Afternoon,I apologize for the delay in responding regarding the BMW ZWe are sending you a full refund of $by checkIt will be made payable to Bavarian Automotive and mailed to *** *** *** *** *** ** Orlando, FL ***Please allow 7-business days to receive the
check.Although I don't have a truly detailed history explaining why it took so long to take care of your customer, I do have notes indicating that the original windshield was the incorrect partI also do have a notation that on at least one occasion we received a defective piece of glassI'm so sorry that this has affected your relationship with a long time customer and with SafeliteYou are absolutely correct, things happen in businessThe most important part is to do what's rightI regret that it took so long to make things right.