Aloha Pools & Spas of Paducah

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 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

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 the windshield on your Chevrolet Malibu has the appearance of watermarks at night or when it's rainingSafelite does provide a national lifetime warranty on the materials and workmanship for as long as you own the vehicle.It appears that we were first
notified of an issue on April 26, A no-cost warranty appointment was scheduled for you on April 28, but you apparently weren't able to make it to our shopIt does appear that at some point after that a technician inspected the glass and found no defect in the glass itselfIf the glass we installed had a defect, the issue would have presented immediately after the work was completed on September 12, A manufacturing defect would not take over months to appear.On May 24, a representative of our Customer Care team spoke with you about your concernsAt that time you were conferenced with the Safelite store manager to discuss the issueWhile the manager didn't feel that the glass was defective, he did offer to replace it at no cost to youThis would be as a one-time courtesyYou stated that you didn't want to permit this.Because the issue you are having isn't a defect in the glass, we must respectfully decline your request to refund you for the work we didIf you would like to schedule the courtesy replacement, please feel free to contact our Customer Care team at ###-###-####

I am rejecting this response because: I am having the dealer replace the window today because saefelight cannot be trusted to deliver a quality nor safe productI find it hard to believe that I can have the original glass in that window for years without issue and the only to have your glass for months and it failed totallyI want a full cash refund for the windowAlso, I don't have an accordI have a civicThis might explain why the window had an issue - the wrong window was installed for the modelI'm getting the impression that your company does not have an atterntion for detail.
Regards,
*** ***

Good Afternoon,
I'll make a long story as short as possibleI have attached a screen print of what Ms*** is trying to point outOur work order numbers are recycled over timeWhat happened in this case is when Ms***'s claim was first entered our system assigned the work order number 01812-Unfortunately, in another customer's job was assigned that same work order numberWhen our scheduling system encounters this it will combine some information from the current job and some from the previous jobIn this example, Ms***'s vehicle information is reflected but the customer's name and billing information is reflected
When our shop attempted to confirm the order by phone, they found that there was incorrect information on the work order and obtained the correct information for Ms***I'm not sure if Ms*** is claiming that we shared her information with our customer Jessica Liccardo, but that didn't happen
I hope that helps to clarify this correspondenceIf there are any other questions, please let me know
In addition, I have attached the amil confirmation sent to Ms*** that states her insurance coverage hasn't been confirmed and she may be required to pay for the work if it is completed before we receive verification of coverage

To whom it may concern,
I’m very sorry that we weren’t able to replace the windshield for your Toyota Highlander on May 23, I understand that you have little time away from work and setting aside time for a windshield replacement is challenging
Our glass deliveries are
scheduled based on the jobs for that day or sometimes for the following day and not shipped immediately when the order is enteredDue to limited storage space in many locations we rely on “just in time” delivery of partsI apologize that the delivery on May 23rd was running lateThen the issue grew larger and more frustratingWhile you were at the car wash, the technician called to let you know he was on the wayHe arrived at your location about minutes later and the vehicle wasn’t there so he left to complete his next installationBecause he had spoken to you earlier in the day and left a message at 12:39, neither the technician nor the shop manager attempted to contact you when the technician found you weren’t home
Again, I understand your frustration and we would still like to be able to complete your windshield replacementWhile we are unable to offer a no-cost replacement the Safelite manager did offer a significant discount as a courtesyIf you would like to take advantage of this offer, please feel free to contact us at 1-*** and we would be happy to schedule the installation

Dear Ms***,I’m very sorry that you are experiencing a water leak after we replaced the windshield on your Chevrolet CorvetteI reached out to the local Safelite shop and was advised that we are ordering the replacement weather stripping that you needThis is being covered by our
National Lifetime warranty at no cost to you.Once the part arrives, the Safelite location will contact you to arrange a time to install it for youAgain, this is part of our warranty and there will be no charge to youDealer parts generally take about 5-business days to receive and you will be contacted after it arrives.I apologize for any misunderstandingSafelite does appreciate your business

Dear Ms***,I’m so sorry for all the issues you experienced after we replaced the windshield on your Lexus GS I’ve reviewed the information we have and although it took quite a while to receive all the parts, I believe that all the repairs were completed on August 29thIf this is not
correct, please contact our Executive Service team at ###-###-####

Whether Safelite accepts it or not the facts remain that the amount of rust was less than their limit of square inchesFurthermore all of the nuts and bolts were stolen by the technicianAs per the inspection sticker, it was needed for a replacement to be issuedSafelite's explanations are feeble and self serving.
Regards,
*** ***

I am rejecting this response because: I don't believe themThat means I have to wait yet another weeks or more making it a minimum total of weeks that my car has been damagedI have not heard a word from Safelite and was told on several occasions that they were already going to order the moldings and it still has not been doneI'm now going to go to a repair shop of my choice and get an estimate to see what they are going to charge to repair my front window molding and fix the inside molding the way it was before Safelite damaged my vehicle
Regards,
*** ***

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 drivingOn 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,
*** ***

Mr***,
I truly apologize for the inconveniences
Safelite has attempted to install multiple windshields on your vehicle and in our professional opinion found nothing wrong with the glass or installationPer your conversation with us; you were concerned about both the installation and glass
In an attempt to rectify this issue and come to a resolution, we suggested you take your vehicle to a shop of your choice; where you selected *** ** GlassUnfortunately, since this vendor replaced your windshield, any warranty related questions or concerns you may have will need to go through them directly or we would be happy to make contact with them to make them aware of said issues
If you have any questions or concerns, please contact us directly at 866-212-

Dear Mr***,I apologize that you didn’t receive a response from the “regional manager” after leaving a message with your contact numberI reached out to him with your concerns by emailI’m certain he will be in touch with you as soon as he is ableYou may also reach out to him again as you have his name and number.I was also in touch with the manager, CalebHe let me know that he would be happy to come out to view the windshieldIn his multiple conversations with you, he stated that it’s likely that the pitting in the Audi windshield was but he couldn’t tell for sure without looking at it himselfHe didn’t specifically exclude the possibility of defects in the glass, he just couldn’t make that determination without seeing it personallyPlease feel free to reach out to him directly to arrange a time for him to inspect the windshield

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

I guess they keep lying and there is nothing I can doAll I want to see is their camera showing the technician didn't do anything

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

Dear Mr***,
I’m very sorry for the damage to the windshield wiper and wiper transmission after Safelite replaced the windshield on your Mazda We do provide a Nationwide warranty for as long as you own the vehicleIf you could provide the receipts for the parts you purchased, we
would be happy to send you a check for the amount you paid
I also checked on the invoice for the windshield repair that we couldn’t performThe job was invoiced in error and your insurance company has been credited the amount of the repair toward the windshield replacement, as indicated on the attached invoice
Again, I apologize for the damages and the inconvenience you experiencedWe do appreciate your business and it’s our goal to bring this issue to a satisfactory resolution in a timely manner

Dear Mr***,I'm very sorry for the condition of your Toyota Sequoia after we replaced the windshield for youI see that a Customer Care representative left a voicemail for you on June 19th, asking you to contact us at ###-###-####.Before authorizing any repairs, we will need to take a look
at the damagesOnce that occurs, if it hasn't already, the estimate may be submitted to us for reviewIt may be submitted to the Safelite manager directly, or it can be faxed to ###-###-####If we accept responsibility and approve the estimate, we will pay for the work once it's been completed.If you have any additional questions, please feel free to contact us at ###-###-####

they never intended to fix my windshieldthe day arrived in which they were supposed to replace and the tech showed up with NO windshieldIf I was your mother,sister or daughter how would you feel about a company that values their negligent employees over their customers They pretended to check the windshield and made up an impact point if it was an impact it was due to safelites tech the day of servicesI never cleaned the windshield or wipers and haven't even washed my car in weeks yet to this day.we don't have muddy places or dirt roads in which I drive onThe tech that arrived with no windshield told me he was noir going to discredit the services of his friend\coworker and the manager who never seen the windshield argued with me as though I'm at fault.is this the image you want your company to portray.sending this letter viral.The people need to know what to expect if they choose safelite for services.is one but windshield really worth losing multiple possibly thousands of customers.God bless you and enjoy your day.People even your employees aren't perfect and can ,will and in my case has made mistakes