Aloha Pools & Spas of Paducah

Dear Mr***, I’m very sorry for the A-pillar damage that occurred during the windshield replacement on your Volkswagen PassatSafelite does provide a nationwide lifetime warranty on the materials and our workmanship for as long as you own the vehicleTherefore, this is something we
can take care of at no cost to youWe have already ordered and received the replacement part and we are prepared to install it for you. I understand your frustration when you were notified that the original installing technician was assigned to install the replacement moldingYou had already advised us that you wanted a different technician to come outIt is my understanding that the store manager offered to retrieve the part from the technician and he would install it himself or have a different technician install itI’m not clear on whether that met with your approval or notWe would ask that we have the opportunity to install the needed part at your convenienceRest assured that the original installing technician would not be assigned to do the warranty work for you. As a courtesy, we can absolutely honor your request to refund your $deductible to youOur records show that you paid with a VISA card and we will credit the amount back to that cardPlease allow 5-business days for the funds to appear in your account. Again, I apologize for the damaged molding and the subsequent issuesWe would like to resolve this by installing the replacement part that we already have availableIf you have any additional questions or concerns, please feel free to contact our Executive Service team at ***

I’m very sorry to hear about the chip in your windshield installed by *** Auto GlassIn order to resolve your issue we will need some additional informationCould you please provide the receipt and a copy of the warranty provided by ***? Also, could you please provide the vehicle
year make and model along with the date the windshield replacement was done and what *** location did the work?
I apologize for any inconvenienceWhile *** Glass became part of Safelite Auto Glass in 2007, we have no records from work they did nor do we have any information on a lifetime chip repair warrantyAny documentation you have will assist us in resolving this for you

The response does not specifically address the issues that I raised:1. The technician represented in 1,chance of the windshield breaking - not the actual statistical in that the corporate office provided. That is a 30X greater chance of breakage than what was represented.2. The technician did not advise or disclose that the age of the 1/scratch was a factor in increasing the chance of breakage.Additionally, based on the response provided from Safelite - other factors that increase the potential of breakage were not disclosed in advance to allow for a consumer to make an informed decision

Dear Ms***,
I’m very sorry that we were not able to attempt a repair on the windshield of your Kia Soul in a timely mannerOur records show that we did replace the windshield at no cost to you on July 10, A member of our Client Care team left a message for you on July 16, to
verify that the windshield installation was to your satisfaction
Please feel free to contact us at ###-###-#### if you have additional questions or concernsYou do have a national lifetime warranty on the windshield for as long as you own or lease the vehicleI have attached a copy of the warranty which excludes any new damage or chips in the glassYou may also visit our website, www.safelite.com, for more information and a video about our warranty
Again, I apologize for the inconvenience you experiencedSafelite does appreciate your business

Dear Mr***,I apologize for the delay in responding to your issueOur records show that you provided a new wiper arm for the Jeep CherokeeOur Safelite location in Commack, NY installed it and replaced both windshield wipers on January 13, 2017, at no cost to youI'm very sorry for the
inconvenience and it appears that this has already been resolved to your satisfaction

after rejecting a warranty claim that I made as a veteran auto mechanic, I pursued other possibilitiestrusting Safelite's competencyand expensed much time and financial resources resolve the AGGRAVATING wind noise. It was only after the weather molding falling off and showing Safelite, did they agree to specific performance I demanded a year earlier... When they FINALLY performed their advertised duty, Safelite damaged additional parts on my vehicle... Despite gross ineptitude & incompetence to timely resolve my concerns another years has lapsedcontinuing negligence to my property interestI have given Safelite FAR MORE than a benefit of doubt to perform timely, competently & efficientlyAND NOW remove them from further concern over the issue and simple will handle the matter myselfMy total damages that will be requested in court shall be in excess of $10,but not more than $15, The "buyout" presented to SL was to resolve the need to address this in court and expenses far more than out of court settlement requested.
Regards,
*** ***

Dear Mr***,
I’m very sorry for the delay in responding to your concernsIt took some time to locate and review the calls that took place between you and our sales teamThe recordings indicated that Mr*** spoke to you on June 29, In that conversation you relayed that the repair
attempt failed and that you didn’t feel you should be responsible for the full replacement cost of the windshieldYou stated that you would only agree to pay $for the replacement but Mr*** didn’t state that he could authorize that
When you spoke with a member of the sales team after the failed attempt to repair the windshield, our representative was able to speak with the technician that attempted the repairThe technician did state that he explained to you before beginning the job that there is always a small chance that the damage could get larger during the processYou advised our sales representative that you felt Safelite should be responsible for the cost of the replacementOur representative didn’t state that we could authorize that
Again, I apologize that the repair attempt wasn’t successfulIf you would like to proceed with the windshield replacement through Safelite, please contact our sales team at ###-###-#### and reference quote number ***-***A discounted quote of $is available to you until July 27,

Dear Mr***,I'm very sorry for the inconvenienceThe price I see quoted including all taxes and fees for the windshield replacement on your *** Fdoor crew cab is $I am including a breakdown of that estimateYou didn't indicate what price you were initially quoted so I'm
unable to determine whether that price was ever quoted or how that amount was determinedCould you please provide the amount you were quoted over the phone? Once I receive that information I can do some additional investigation and pull the call you had with our representative. Part NumberGlass TypePriceDW01749GTYNOEMWINDSHIELD$364.95DISCOUNTDISCOUNT($60.00)DISC PRICE NEGOTDISCOUNT($5.00)Subtotal: $299.95DISPOSAL FEEDISPOSAL FEE$9.95MOBILE FEEMOBILE FEE$24.99Tax: $22.60Total: $

Dear Mr***,I'm very sorry that the paint in the area surrounding the driver quarter glass on your Jeep Wrangler was damaged during the removal of duct tapeSafelite utilizes "painters" tape with a much less aggressive adhesive to hold moldings in place after an installationWhen
protecting an open area when tempered glass is broken, Safelite will cover the area with "crash wrap" which is a film with adhesive on one side that is very unlikely to cause paint damage to a vehicleAny person that has tempered glass damage can have their vehicle crash-wrapped at no cost in a Safelite location.The attached pictures show that prior to Safelite working on the vehicle, some type of covering had been held in place by duct tapeNeither the covering nor the duct tape was supplied or applied by SafeliteWhen our technician arrived to do the work, it was already in placeThe technician needed to remove the tape and whatever covering it held in place prior to beginning the glass installationAttached are pre-inspection pictures of the areaAs you have already been advised, Safelite bears no responsibility for any damage done to the vehicle due to the duct tape that was usedOur technician only attempted to remove the tape in order to perform the glass replacementWe didn't provide the tape, we didn't apply the tape and once it was on the vehicle there was nothing we could have done to prevent the damage.I'm very sorry that you are dealing with thisHowever, Safelite is in no way responsible for the damage

Dear Mr***,
I’m very sorry that there was damage to your BMW when we replaced the windshieldWe have verified that *** *** has received payment from Safelite Auto Glass for the work that was doneOn April 14, a Safelite representative contacted Anthony at
*** *** and confirmed that check number *** in the amount of $had been received a few days prior to the call, but it had not yet been cashed
I do apologize for any breakdown in communication and the inconvenience or frustration it causedIn addition, we regret that it took so long to get the payment to the vendor that repaired the damageWe do appreciate your business at SafeliteIf you have any additional questions or concerns, please feel free to contact us at 1-866-212-

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to meI called Safelight again and though I had to explain several more times that the amount that I previously paid for the repair should be applied to my deductible, Safelight was able to get it right this time.Technician Ross was great and so far I am pleased with windshield replacement

Dear Mr***,
I’m very sorry that you have new damage apparently caused by something striking the windshield of your Ford FocusSafelite did replace the windshield for you in August of At that time you were advised of our Nationwide Lifetime warranty against defects in the
glass itself or in our workmanshipI have included a copy of the warranty for your reference
Our warranty doesn’t cover damage caused by something hitting the windshield as we have no control over thatIt is unfortunate that you incurred new damage less than years after the windshield replacementWe would be happy to work with you to provide a replacement for you at the best possible price
It is regrettable that your windshield has new damageBecause something hit your windshield to cause the chips/cracks, we won’t be able to honor your request to repair or replace the windshield at no cost to youThere is nothing indicating that you had an issue with the original installation, so we must deny your request to refund that cost as well
If you have any further questions or concerns, please feel free to contact our Executive Service team at 1-866-212-

Dear Mr***,I'm very sorry that our attempt to repair the windshield on your Nissan Pathfinder wasn't successfulState law in Florida requires that any deductible be waived for windshield repair or replacement as long as the insured has comprehensive coverageI believe that the repair
technician advised you incorrectly because he wasn't aware that your auto insurance policy was written in your home state of North Carolina.Because of this, Safelite will honor your request to absorb the $cost for the replacement.I do apologize for the misunderstanding and the delay in responding

The did come out and the tech was awesome, they made it right and did a great job as wellThe tech they sent out was absolutely great!

I was personally allowed to watch the removal and installation at the alternate companyI am sorry but I am rejecting this answer due to the fact I saw this with my own eyes and I guess just like every other corporation you will back out and leave the little person high and dryThank you for nothingI also refused for the simple fact of all the damage why would I bring it back for moreAlso I firmly believe the other damages discovered would have been just covered up

Dear Mr***,I'm very sorry that you have yet to receive the refund due to the failed repair on your Mini CountrymanPer your conversation with a Customer Care representative a check was cut and mailed to you on January 29thYou should receive check number *** in the amount of
$within 7-business days.I do apologize for the delay in sending this check to you

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to meI want to thank Safelite Auto Glass for resolving the issue, I feel that was exceptional since I know that refunding the $is not their practiceI appreciate the fact that they listen to their customersI will let my friends and relatives know how great their customer service isI also know now, ahead of time, there is not always a cosmetic fix

Dear Ms***,
I’m very sorry to hear about the issues you reported after the windshield installation on your brand new Toyota 4RunnerI understand your frustration and lack of confidence in SafeliteYour request for a partial reimbursement in the amount of $has been approvedWe will
be in touch with you regarding a Release of Liability and will need to receive that signed document prior to issuing the reimbursementWe will be able to issue a credit for $to the credit card used to pay your deductible at the time of service
Again, I apologize for your negative experienceSafelite values your feedback and we will use this as an opportunity to improvePlease contact our Executive Service team at ###-###-#### with any additional concerns

I am rejecting this response because: I accept the response they are asking for an address and there is no other way to respond, the correct address is *** *** *** ***, ***, ** ***
Regards,
*** ***

While it has been a hassle to receive even a refund from Safelite, complete with more misinformation given from their Executive Services team, a refund did eventually arriveOn 08/24, I received a call stating that they would issue a refund to my credit card, it would be there in 2-business days, or 08/at the latestOn 08/no refund had appeared, I called Executive Services on 08/and they stated I was once again given information, they hadn't even begun processing a credit card refund and asked if I would like a check overnighted, I was assured it would arrive on Saturday, 08/It never arrivedI called Monday 08/31, they told me it should arrive with absolute certainty that same day and they would email me a tracking numberThe email with that tracking number never arrived but at least this time the refund did arriveI'm disappointed with the service and communication from Safelite and will not be using their services again nor recommending it to anyone I know