Aloha Pools & Spas of Paducah

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 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,

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

I am rejecting this response because:Not all of my concerns were addressedAnd, it is too little, too late
Regards, *** ***

Dear Ms***,I understand your frustrationYou believe someone should be responsible for the dent on the drivers side of your vehicle and you believe that Safelite caused it. I have verified our records and checked with other representatives that have been assisting with your issue since it was reported to us in SeptemberWe have no record of you contacting us until months after we did the glass installation which was in May. For the reasons provided previously, we are not accepting liability for the damage.We have also been in contact with your insurance provider, ***It is our understanding that *** has determined that Safelite is not responsible for the dentIf you could supply the Safelite phone number you contacted about the damage immediately after the installation, a name of someone you spoke with, a picture of the damage that is time/date stamped in May of or any other supporting information or documentation, we would be happy to review this furtherAt this time, the only information we have shows that your initial contact with us about the damage was months after our technician replaced your glassTherefore, our decision will remain that we aren't responsible for the damage

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 ***

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 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

Dear Mr***I'm very sorry about the issues you've experienced after we replaced the windshield on your Range RoverI see that you did report an issue with the installation immediately after the windshield was replacedWe will be replacing the moldings under warranty at no cost to you
The parts are in and you requested an appointment for Friday June 15thA technician is scheduled for arrival sometime between 12PM and 5PM to install the parts and take pictures of the scratches you believe are related to our work.I do apologize for the delays and communication failures you've experiencedOnce the store manager has a chance to review the technician's findings you will be contacted with the next steps

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 Ms***,I'm so sorry for the difficulty you had in getting an OEM windshield installed in your Buick EnclaveAt this time, customers don't have the ability to get a quote for or schedule a replacement with OEM glass through our websiteThose requests must be handled by a
Safelite representative in conjunction with the Safelite location that will be doing the work. When OEM glass is requested, a parts specialist must contact a local dealer to get the price and estimated delivery time to the Safelite location I do see that we replaced the aftermarket glass with dealer glass on September 23rdThere was no additional cost to you, Safelite did cover the full cost of the replacement.Again, I apologize for the issuesI hope that everything went well with the second installationIf you have any questions or concerns, please contact our Executive Service team at ###-###-####Safelite does appreciate your business

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-

I attempted to post a comment yesterday. The technician sent on site this week was able to fix the front hood latch. I sincerely appreciate the quick response by Safelite to resolve this issue. Thank you once again.As far as the front bumper damage goes, that has been on the vehicle for years. I only drove the pickup miles since the windshield was installed and that was to Wawa to purchase a tank of gas and back home. The hood closed perfectly fine just before the windshield was replaced.
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: both employees I initially talked to agreed that it looks like the resin usedThe man did not have to “smear” it on my steering wheelIf he broke the capsule and it sprayed on his gloves, the spray would have made droplets on my steering wheel when he touched it, which he did twice when getting in and out of my car when looking at itThe residueIS the resin they use to fix the glass and I want them to fix it.
Regards,
*** ***

I’m so sorry to hear about what you encountered while trying to get the back window of your Chrysler Lebaron Convertible replaced by SafeliteAs a general rule, we don’t replace the back windows for convertiblesIn many cases the window isn’t made of glass, it is plasticWe aren’t
equipped to handle those installationsOur protocol is to refer the customer to a dealer in the areaWith a vehicle as unique as yours, you may need to look at other options including online resources in order to get the rear window replaced
I am following up with our IT and supply chain specialists to determine why our system allowed a part to be selected that we couldn’t obtain or installWhen you spoke with the local Safelite representatives, the fact that a part was on the order indicated that we could service the vehicleIt wasn’t until a representative realized that the vehicle was a convertible that we determined we would be unable to do the installationWhen you were advised that we could “crash wrap” the area, the representative didn’t notice that the vehicle description was “convertible” which would make that process impossible
Again, I apologize for the incorrect information you received and the inconvenience it causedAs a courtesy, we will be sending you a check for $to the address we have on file for youPlease allow 7-business days to receive the check in the mailIf you have additional questions, please feel free to contact our Executive Service team at 1-866-212-

Dear Mr***,I'm very sorry that the windshield repair that we did on your Chevrolet Trailblazer in August of has cracked furtherThe repair process is an attempt to prevent replacing the windshieldWhile we do have a very high success rate with our repair process, there is no way
to determine how the already damaged glass will react to the repair process or how long the repair will lastSafelite does provide a money back guarantee with our repairsWhat that means is that if the repair ever fails or if the results are unsatisfactory, Safelite will credit the original paying party for the repair but replacement is the only optionWith your repair, Nations Auto Club was the paying partyThey aren't an insurance provider so if you are no longer covered by their services, they will not cover the cost of a replacementWith an insurance claim, if the repair fails, the insurance company will change the claim from a repair to a replacement and the Comprehensive deductible in effect for the original date of loss would applyI have included a full copy of our Nationwide lifetime warranty as well as the explanation of our repair guarantee from our website.I'm glad that the chip repair held for over years and I regret any unrealistic expectations that may have been set at any time about the repair process, the money back guarantee or what happens if the repair ever failsThe fact that it lasted over years is a great indication that the repair was performed proiperly by the original technician.I regret that we are unable to honor your request to replace your window at no chargeSafelite would be happy to work with you to provide a windshield replacement at the best price possibleWindshield repair warrantyThe 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 not moisture or other foreign matter in the damaged area.In some cases, the attempt to repair a windshield can result in the chip or crack becoming larger, and we are not responsible for such damage. Our windshield warranty works as such: if you are dissatisfied with the repair, we will credit the cost of repair toward replacementIf your insurance company paid for the repair, the insurance company will receive credit. 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 repair toward replacement. This windshield warranty applies as long as you own or lease the vehicle on which the repair was made and is not transferable.

I’m very sorry for the delay in responding to your most recent message submitted to the Revdex.comAfter reviewing your account our records indicate that the water leak was not coming from the windshield, it’s coming from the sunroof due to the drain tubes being cloggedI apologized
for the inconvenience this issue has causedKeep in mind you do have a National Lifetime Warranty on the windshieldIt covers any defects in the material and workmanship for as long as you own your vehicle
If you have any further questions or concerns please feel free to contact our Executive Service team at ###-###-####
Thanks for choosing Safelite, we appreciate your business

Repair was made, but still not satisfied with the businessWould never recommendThey owe me for loss of use damages.

Dear Ms***,
I’m very sorry that our attempt to repair the windshield of your Infiniti QZwas not satisfactoryWhile 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 processTherefore, we do provide a money back guarantee for our repairsWhat that means is that any amount you paid out of pocket would be applied to the cost of a windshield replacement performed by Safelite
Because of your extreme dissatisfaction, Safelite will refund the cost of the repair back to the credit card you provided at the time of serviceThis is a one time courtesy and the processing time will be about 3-business daysIf you are interested in a quote for a windshield replacement, please feel free to contact us at 1-800-800-
Again, I apologize that the windshield repair wasn’t satisfactorySafelite does appreciate your business and we hope to assist you in the future