Aloha Pools & Spas of Paducah

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

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

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.

The information provided to Safelite was provided after I was called for payment I am not married I don't have possession of the vehicle I did not take the vehicle to the shop I did not speak with anyone regarding service until after the service was completed I am not responsible for the work done on the vehicle and I will not assume responsibility if this matter continues I will be forced to contact my attorney for legal representation Bottomline Safelite should have done a better job verifying information prior to completing work on a vehicle

Dear Mr***,I'm very sorry that you have damage to the windshield of your Toyota Yaris so soon after we replaced the windshieldI have spoken with our field management about the damage and I was provided with a picture of the damageThe manager has also been in contact with you about the
issueIt is very obvious from the picture that an object hit the windshield and damaged itThis isn't covered by our warrantyAs a courtesy, the manager offered you two optionsIf you don't want to file a claim with your insurance company, we will replace the windshield at a cost to you of only $The other option is to have you file a claim with your insurance company for the new damage and Safelite will absorb your deductibleYou would then pay nothing out of pocketIf you would like to accept either offer, please contact our Executive Service team at ###-###-#### or your local Safelite shop and we will be happy to schedule the replacement for you.It is regrettable that you have new damage so soon after your new windshield was installedWe appreciate your business and look forward to providing you with a new windshield soon.

Today Safelite FINALLY repaired the car and installed all missing parts (two side spacers and a lower molding) that were missed during first installCar looks lot better nowMuch appreciation and Big THANK YOU to Revdex.com for handling this caseHope won't get any problems with this repair in futureI had a repair done before may be or years ago in *** *** by Safelite and they did good job and so I went to same company here in *** for the repairBut they messed bad this timeTook couple of months to fix it
Regards,
*** ***

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 sorry that our previous response wasn’t satisfactoryPlease be assured that it isn’t to any technician’s benefit to bring an incorrect part for a customerThe parts are selected based on what the work order shows and are staged for the technician by another Safelite associate for loading into his or her truckThe technician will compare the part number on the work order to what is being loaded and if they match the technician will assume that everything is correct based on the paperwork
While checking through the history of parts selected on your work order, we failed to select the correct part for each appointment that was scheduled; based on the correct part number that was finally installed by *** * *** ***I can’t apologize enough for the errors, inconvenience and frustration this caused you
I understand your frustration about the lack of communication when the technician wasn’t going to be able to come out to do the installationRegardless of whether rain was the cause or not, there is no excuse for not contacting the customer nor is it acceptable for any associate to speak rudely to a customerAgain, I apologize that you had such a poor experienceWe do appreciate your feedback and will use it to help us on our journey to continuously improve our processes and delight our customers

I am rejecting to supply more information My issue has not been resolved as of yet ***, ***, Honda Civic Vin: *** WO#: ***Technicians name was Ervin TechNumber ***Also the receipt stats my car has been vacuumed and the exterior windows have been cleanedThis did not happen at all
Regards,
*** ***

Dear Ms***,I'm terribly sorry for the issues regarding the door glass replacement on your Nissan Sentra and the delay in providing the promised refundsI do see that as of August 25, we have credited all of the $that was promised back to your credit cardIf you have any additional concerns, please feel free to contact the Executive Service team at 1-866-212-Your patience and understanding is truly appreciated

I reviewed the response made by the business in reference to complaint ** *** After finally receiving payment restitution from Safelite Auto Glass of *** **, I accept this as closure of this case.
Regards, *** ***

Dear Mr***, I’m very sorry that our attempt to repair the windshield of your Ram Pickup did not meet your expectationsWhile we do have a very high success rate with our repairs, there’s no way to tell with any degree of certainty how the already damaged glass will react to the
repair processTherefore, we do provide a money back guarantee for repairsIf the repair fails or if you just aren’t happy with it, Safelite refunds whoever paid for the repairIn your case, your insurance company paid for the repairBecause replacement is the only option, the replacement will be subject to the $deductible you have for comprehensive coverage. I understand that this is an expense you hadn’t planned forI have been authorized to cover $of your $deductible if you schedule a windshield replacement with Safelite AutoGlassIf you would like to accept this offer, please contact us to schedule the replacement at ###-###-####. Again, I apologize that the repair attempt wasn’t more successfulWe appreciate your business and hope to continue to be your first choice for auto glass repair and replacement

Dear Ms***Thank you for the loyalty that you and your family have shown to Safelite AutoGlassIt is deeply appreciated.I’m so sorry about the pieces of glass that remained in the rear hatch of your *** Odyssey after we replaced the back glass in While our technicians do remove
as much glass as they can see at the time of installation, it is the nature of the tempered glass to shatter into hundreds or thousands of pieces when brokenThere are many “nooks and crannies” inside a door panel or rear hatch panel where glass can be stuck and over time will be dislodged and fall to the bottom of the panel.When you contacted us in March 2017, we cleaned up as much glass as we could inside the panelIt is highly likely that there were additional pieces still stuck in the panel and possibly in the latch mechanismIf this had occurred immediately after the glass replacement, the cleand detailing of the interior of the vehicle could have been covered under your glass claim and paid by ***.If you had brought the vehicle to us when you weren’t able to open the rear hatch, it’s highly likely we could have corrected this for you with no out of pocket expenseThe fact is that our technician didn’t do anything wrong, this sometimes happens when tempered glass is broken.With all that said, as a courtesy, Safelite will reimburse you for the amount that the *** dealer charged youIf you could provide us with a copy of the paid receipt showing the work that was done, we will send you a check for the full amountOnce we receive the receipt, please allow about 10-business days to receive the check in the mail.Again, I regret the inconvenience you were causedBecause we do care and want to do what’s right, we are happy to honor your request to reimburse you the amount you paid out of pocketIf you have any questions, please feel free to contact us at ###-###-####

I’m very sorry to hear that you have a damaged windshield less than a year after we replaced it on your Honda CivicWe do provide a lifetime warranty if the windshield cracks but has no point of impactWhen your windshield was inspected by the shop manager there was very clear evidence that
something hit the windshield and caused the damageTherefore, we would not be able to replace it under warranty
A member of our Executive Service team attempted to contact you on May 8, and left a message with another member of the householdThe message indicated that we were advised that something did impact your windshield but you are free to take your vehicle to another Safelite location for a second opinion
Again, I apologize for any misunderstandingPlease feel free to stop into another Safelite location to allow another manager to inspect the windshieldWe do appreciate your business and hope to resolve this issue for you

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to meThank you for listening to my concerns I am great full for the partial refund but even more satisfied for the reassurance that a chip does not void my warranty I completely understand that you cannot cover new damage such as a rock chip I very pleased to know that the issue concerning customer service will not go unoticed, and that it will be used for future training I thank you greatly and hope this will help future customers receive the best quality customer service possible I feel you have addressed my concerns with professionalism, and will honestly use this to improve on how customer service handles there customers in the future Thank you again!

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 Ms***, I’m very sorry that you have damage to your *** We have addressed your concerns each time you have submitted a complaintWe have responded to you directly, we have responded to your insurance provider and we responded to the news media when you complained to
Action I have included the response that was provided to the news stationAs well as the preinspection pictures and preinspection report. We’ve been in contact with Ms*** since her first complaint after the appointment on SeptFor your background, Safelite AutoGlass technicians perform pre-inspections of vehicles to note any existing damageWe take photographs, which are time-stamped, and then review them with the customer(We’re happy to share those if you’d like.) In Ms***’s case, we have time-stamped photographs of the damage prior to the appointment that match the damage in her photographs from after the appointment, one being a door-dingMs***’s appointment took place in a crowded parking lot, and the technician asked her to move her vehicle to a spot away from other vehicles so there was no chance for him to cause a door ding. Ms*** attempted to file the complaint again, and our Executive Services team scheduled the Octappointment she referenced, which was later canceled because our local manager already verified the damage was not caused by our technician. At Safelite, we stand by our work and will always take care of any issues caused by our techniciansIn this case, our review indicates the complaint is unwarranted. Because the damage was documented prior to the technician beginning the work, we will again respectfully deny any liability for it

Dear Ms***,I’m very sorry about the issues you’ve been experiencing since we replaced the windshield of your Lexus GSYou have been very patient throughout this process and we do appreciate it.In reviewing notes from a representative that was working on this April 24th-April 26th;
Safelite will be paying or completing all the repairs you requestedWe will be replacing the windshield and the rain sensor with Original Equipment partsWe have been in contact with both your preferred body shop and with you to advise we are awaiting an updated estimateThe most recent notes indicate that the work will likely not be performed until Mid-MayOnce we receive the final invoice, we will pay the body shop directly for their work.We can arrange for a rental vehicle for you while yours is being repairedJust let us know when the repairs are scheduled and we’ll set up the rental for youSafelite will cover the cost of the rental and applicable taxesWe won’t be responsible for any optional features, fuel charges or insurance

Dear Mr***,I’m sorry that our previous response didn’t address all your concerns.When our technician inspected the windshield of your Nissan Maxima, there were notes added to the work order“no stress crack detected, rock from road cracked w/ssector 7, 12in”This notation states there was no sign of a “stress crack” at the time of inspectionIt only indicated that a rock hit the windshield in the passenger side upper portion of the windshield causing a crack that was about inches longWe have no documentation or pictures of damage that would be covered under our national lifetime warranty.If you have any pictures that show a different situation, please feel free to contact our Executive Service team at ###-###-####

Dear Mr***,
I’m very sorry that your rear view mirror was damaged during the windshield replacement on your Toyota Land CruiserIn researching your concerns, it was found that the rear view mirror did arrive for the December 24th appointment but another part was needed before it could
be installedI apologize that this information wasn’t communicated to you
The base for the rear view mirror is enroute from the dealership and is expected to arrive on or about December 31stAs soon as the part arrives, you will receive a call from the Safelite shop to schedule a time to install the rear view mirror and the base
Again, I apologize for the damage and the lack of communicationWe should be able to rectify this issue within the next few daysSafelite does appreciate your business and we wish you the best for the New Year