Aloha Pools & Spas of Paducah

Dear Mr***,
I'm sorry to hear about damage to the cowl of your Volkswagen PassatIn reviewing our files, we did find that the technician documented the damage on the preinspection at 2:48PM on September 18, In addition, a picture of the damage was taken and time-stamped at 2:47PM
on September 18, Both the preinspection and the picture of the cowl are attached and were documented prior to the technicion removing the damaged windshield of your vehicle
Because this damage existed prior to the technician beginning the work, Safelite is not responsibleIf you have any questions, please contact our Executive Service Team at 1-866-212-

Dear Mr***, I was able to locate the door glass replacement under the name of *** *** for a Scion TCThe Safelite manager contacted Ms*** todayHe explained that the Avondale, AZ location will be correcting the issues for youThere is a part that needs to be ordered and
as soon as it arrives, he will reach out to schedule a time to get it installedI apologize for the inconvenience you have experienced and I’m glad that we were able to make arrangement to resolve the issues.

I regret that we were not able to gain your business for the windshield replacement on your Ram PickupIn reviewing our records, you have been a repeat customer of Safelite for several yearsWe truly appreciate your business and loyaltyOne of your concerns was that you weren't advised of our money back guarantee for chip repairs and the possibility that the damage might get largerI received and have included a copy of the waiver that Mrs*** signed prior to our technician beginning the repair processThe document is a statement of our repair process and the money back guarantee that appliesMrs*** agreed that she was informed of the risks involved with the repair process by signing the documentTherefore, we will not honor your request to reimburse you for the cost of the windshield replacement performed by another glass providerIf you have an additional questions or concerns, please feel free to contact us at ###-###-####

Dear Ms***,
It was a great pleasure to speak with you todayI'm sorry that our attempt to repair the windshield on your Honda Civic wasn't successfulI understand your concern about the large crack in your windshieldAs we discussed, Safelite is going to replace your windshield at no
cost to youWe want you and your family to feel safe and be safe while drivingWe have an appointment scheduled for tomorrow, Tuesday August 9th for a technician to replace your windshield at your home at no cost to youIf you have any questions or concerns, please don't hesitate to call me at ###-###-####
Regards,
Nancy S***
Safelite Auto Glass

Dear Ms***,
I’m very sorry that our attempt to repair the windshield damage on your Jeep Grand Cherokee has cracked outWhile 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 processAs our technician advised you we do provide a guarantee for our repairsOur money back guarantee states that our repairs will not crack further, or, we will credit the cost of the repair to the cost of a replacement windshieldIf the insurance company paid for the repair, they would receive the creditI have attached a copy of our warranty, which includes our money back guarantee for repairs
As a one-time courtesy, Safelite will replace your windshield at no cost to youI apologize that the repair policy wasn’t made completely clearAlso, I thank you for your loyalty to SafeliteWe would like to be able to make things right and be your preferred glass provider if you require service in the futurePlease contact a member of our Executive Service team at ###-###-#### to schedule a no-cost windshield replacement

My calibration was done and I was able to have my insurance company cover itHowever, this does not make up for the lack of professionalism by SafeliteEspecially whereas I was promised a call from a manager and it has now been weeks and still no one has called to make this right or even apologize for the inconvenienceUnacceptable

Dear Mr***,I'm very sorry that our attempt to repair the windshield on your *** Classic, didn't meet your expectationsI also regret that it has taken so long for you to receive the refund that you were promisedI was able to see at least requests to refund the $that you paid
for the repair, unfortunately I couldn't verify that either of those requests were processedI submitted a check request for the entire amount, $on June 21, The check will be mailed out today June 22ndWhile I don't have the check number yet, I do have a reference number that will allow any of our Executive Service team representatives to look up the check number once it has been issuedThat reference number is ***Please allow 7-business days to receive the check in the mailIf you need any further assistance, please feel free to contact our Executive Service team at ***

Good afternoonOk, well if you haven't received the pool cover then yes, absolutely you can have the cover that you were promisedWhen speaking with your husband, I was under the impression that you guys had received the pool cover, as well as the chemical credit from *** alreadyI'm also confused about you saying that *** would be the one coming out to fix the little dip in the poolHe would not be the gentleman that we would send for that job - *** is not our builder.The full refund just isn't reasonable or realistic at allThat's not going to happenAgain, your husband stated how much you guys enjoyed the pool and had absolutely zero issues with the pool (he actually stated that at least twice)He did mention the customer service issues which again, we are going to give you a pool cover, a~$value (I actually thought we had already given you the cover) as well as a $chemical creditThe fact that nobody has shown up to your house is because of the unreasonable demand of a full refundWhen there's a problem with the pool, we will gladly come back to correct the issueIn this specific instance however, your issue could have been avoided had you guys gone back and backfilled around the pool as the contract your signed statesNot doing the backfill is what caused the sand cover to wash away creating the dip in the linerSo I am more than happy to offer again - for our builder to schedule a time to come back to your property and assess exactly what has happened to the sand cover around your poolIf it is washed away in just one area - I will have him pull the liner back and correct the issueIf however, it's washed it out all the way around your pool due to it not being properly back-filled, then we can do the work at a cost to you if you so desireIf you choose to have him come back and take a look, I will have him bring you the $cover so that you may close the pool if/when you desire.You just let me know how you wish to proceed but again, the full refund is not an optionAgain, you'd be hard pressed to find many businesses that would let a customer use their product during the hot time of the year for said product, then giving them a full refund once the season to use the product has passedMost businesses would be out of business using that philosophy

Dear *** ***, I’m so sorry that the windshield repair we performed on your Toyota Tacoma did not meet your expectationsWhile 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 processThe
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 applyIf you would like a quote for a windshield replacement from Safelite we would be happy to provide that to youIf you don’t wish to have Safelite replace the windshield for you, we will refund the $you paid for the unsatisfactory repair back to the credit card you supplied at the time of serviceWe will not agree to pay for another glass company to replace the windshield. Again, I apologize that our attempt to repair your windshield wasn’t satisfactory

Dear Mr***,I'm sorry for the issues you've experienced regarding the windshield replacement on your *** ***While our review of the details did show that a representative advised you that verification of your coverage was pending, Safelite will absorb the cost of the windshield
installation as a courtesyThere is no balance due from you and there will be no collection activityIf you have any additional questions or concerns, please feel free to contact us at ###-###-####

We are calling *** *** right now as we could not locate a case file for her

I am filing a suit in small claims courtA half right is not a full rightI will be needing the name and address of the registered agent for the state of Washington

Hi,I had filed a complaint against SafeliteThey said they would refund my moneyI still haven't gotten the checkI would like your help ingetting them to honor that promiseMy case number is ***.Thank you,***

I am rejecting this response because: they should not have made an appointment for my car without speaking to meThe appointment date and time was highly upsetting and inconvenient. I have not spoken to my representative from SafeliteSeveral messages have been left for Lori W*** but she does not return my callsI asked for a manager and was on hold for a very long time until I hung upAt this time, they are not acting in good faithTherefore, I am seeking a monetary resolution so that I can have the car repaired at my convenience The incident occurred on July 11th and it's August 11th, and it is not resolvedThis is unacceptableThe issues are poor workmanship, and poor customer serviceThey damaged my car installing the windshieldIt wasn't part of the windshield installationAll the rubber around the windshield is offThis windshield is unsafe. Regards,*** ***

Dear Ms***,
I’m very sorry that our attempt to repair the windshield damage on your Lexus HS 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
processI 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
There are several factors that play a role in completing a successful repairThese include but are not limited to:
• The age of the damage
• The size and location of the damage
• Glass is an unpredictable and sensitive material
Again, I apologize that the attempt to repair your windshield wasn’t successfulWhile Safelite does understand your frustration, we are not responsible for the already damaged windshield ultimately requiring replacementWe would not be willing to pay any part of the cost of a windshield replacement done by any other glass providerIf you have additional questions or concerns, please feel free to contact our Executive Service team at ###-###-####

Dear Mr***,I’m very sorry that you had a severely smashed windshield on your Honda CivicSafelite did replace the windshield for you in our locationAs the attached preinspection pictures show there was a lot of broken glass inside your vehicleThe replacement was performed by the Lead
Master technician at our Chula Vista shopThe work was performed with the greatest attention to detail.In speaking with the shop manager, I was advised that the technician didn’t “vacuum” the broken glass from the dash areaIn order to prevent scratches, the broken glass was blown out of the area and vacuumed from the seats, floors and the shop bay floorYou were also advised that due to the amount of glass and the fact that it can shift while driving; you should turn your a/c vents on high and either cover your face or wear goggles to remove any glass that was still in the vents while protecting yourself from injuryOur shop and our technician did their utmost to protect you and your vehicle while replacing the windshieldThey also provided you with detailed information about what the realistic expectations would be after the windshield replacement.We have determined that our technician followed all proper protocols to prevent damage to your vehicle and we will not honor your request to pay for scratches found on or around your instrument clusterNot knowing how the damage to your vehicle initially occurred, this may be something that would be covered under your insurance claimI would suggest you contact your adjuster to see if it can be added to the damage on the original claim.If you have any additional questions or concerns, please feel free to contact us at ***

I am rejecting this response because: The windshield leaked because Safelite installed the windshield improperly The installation date was in April and I discovered the leak in early August I have no way of knowing how long it had been leaking This concerning me regarding any long term damage to electrical issues in the future .Regards, *** ***

Good Morning ***,We had already been working with this consumer before this complaint was filed with the Revdex.comWe have already issued a $check as a courtesy due to the issuesAlso, she has the shop manager's information and he is expecting her to contact him next week to reschedule the
appointmentIt was our understanding that we had already resolved this to her satisfactionWe spoke to the customer on September 15th and the check was mailed on September 16th. Thank You, Nancy S*** Safelite Executive Service team

Thank you for your great job for Revdex.com and the consumer.I was out of country when I received Safelite's last respond and I was not able to respondThey have already credited my credit cardI can not accept their offer to free replacement of the badly fixed windshield since I have lost confidence in Safelite after doing business with them for many years.Thank You,*** ***

Dear Mr***,I’m very sorry that our attempt to repair the damaged windshield on your Volkswagen Tiguan 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 processThe 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 materialIf a crack expands while the repair is being performed it is highly likely that the repair would have failed quickly because the structural integrity of the windshield had been compromised by the initial impact.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 have included a copy of the pre-authorization you signed explaining the repair process and the possibility of the damage getting worse.With all this being said, we would be able to provide a replacement windshield for $This special price is offered as a courtesy only and is not an admission of any liabilityIn addition, Safelite would not be responsible for any aftermarket tinting on the glass.If you would like to proceed with the windshield replacement for $214.88, please feel free to contact the shop directly to schedule