Aloha Pools & Spas of Paducah

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,
*** ***

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***,While your frustration is understandable, the fact remains that the previous installation was performed for the individual that was in possession of and was leasing (and paying for) the vehicle prior to you purchasing itThe warranty did not transfer to you when you purchased the vehicleOur warranty does state that it applies as long as the original customer "owns or leases" the vehicleYour insurance provider, USAA, is one of our most valued clients and we work very hard to assist USAA membersUSAA is also very aware of the terms of our National Lifetime warranty. We do want to earn your business by providing a windshield replacement at the best possible priceHowever, you didn't own the vehicle at the time of the previous installation so you have no warranty with SafeliteAs previously stated, the size of the damage is only one factor used when determining if the windshield damage might be repaired or if a replacement is requiredOur technician determined that the damage was not a good candidate for a successful repair and therefore recommended a full replacementWhile I don't have the exact replacement cost of the windshield for your *** Pilot, we would be happy to work with you to provide the replacement at the best price we canI won't say that we can match any other provider's price but I can say that all the glass we install (or any glass company installs) is required to meet the same Federal Motor Vehicle Safety standards for safety, light transmission and structural integrityWhen a consumer submits a complaint through the Revdex.com, it is standard practice to submit all replies through the Revdex.comIF you would like to discuss this matter with a member of Safelite's Executive Service team, please contact us at ###-###-####Again, I'm sorry that you have damage on the windshield of your vehicleWe would like to work with you to bring this to a satisfactory resolution.

Revdex.com:
I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me. However, I would like to note a couple of things. The email provided by the business to you was NEVER sent to me. This is not the first time this has happened. While the complaint is resolved, it was not done so by SafeLite. They referred me to a 3rd party for an estimate never advising they would take responsibility. That third party (*** ***) was FANTASTIC. They buffed out the scratch at no charge & even provided assistance with unrelated issues at no charge. Also, I have NEVER heard from the location manager (Angel) and was only contacted by the corporate office after this complaint & assistance from my insurance agent. I would NOT recommend SafeLite or use them in the future

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

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 am rejecting this response because: I understand the insurance portion of your response but the technician that performed the serviced did not do a proper jobThe windshield was melted resulting in a deformed area of the windshieldDoes this indicate proper reair form your company? I welcome your Buisness to inspect the repair and make a determination that the repair was done satifactorlyMy determination is that it was not done to your companies standards and resulted in further windshield damagePlease contact me to schedule an appointment with one of your shops in my local are to inspect my windshieldThank you
Regards,
*** ***

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 that you are experiencing a water leak after we replaced the windshield of your Honda CivicSafelite does provide a Nationwide Lifetime Warranty on the materials and the workmanship for as long as you own or lease the vehicle.I see that you spoke with a member
of our Executive Service team on March 27th around 9:20amWe do have a no-cost warranty appointment scheduled to come to your location on Thursday March 20th between 12noon and 5pmOur technician will locate the source of the water leak and most likely remove and reinstall the windshield to stop the leakIf there are any damages associated with a leak from the windshield, Safelite will be responsible for those as well.If you have any additional concerns, please feel free to contact us at ###-###-####

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 Mr***, Thank you for your patience as we were looking at how to resolve this for you. I understand that both a store manager and a customer advocate were in touch with you on Friday June 29thWe have ordered a replacement windshield from the dealer and you are already scheduled to have it installedThe OEM installation is expected to correct the issue with the camera. Again, I apologize for the inconvenience and frustration you've experienced

Dear Mr***,I'm very sorry for the pricing difference in the correct windshield for your Toyota CamryAs you were advised, we were not aware that your vehicle was manufactured in Japan at the time that the windshield replacement was quotedWhen we looked at the vehicle, we realized that
the part we had was for a US made CamryThe glass for the nvehicle was much more expensive which caused the discrepancy.Our records show that as a courtesy, a credit of $was refunded to the credit card you provided at the time of serviceThe credit was processed on or about December 27, If you have any additional questions, please let us know

Dear Mr***,If you would like the local Safelite manager to view the damages personally, please feel free to either stop into the location during business hours or an inshop appointment can be scheduledAt this time, based on the field managements evaluation of the damages pictured and their knowledge of what damage from our tools looks like, we are unable to accept responsibility for the damagesYour suggestion that our technician didn’t use the proper tools is inaccurateTools are supplied by Safelite and our technicians don’t purchase or use any tools that are not authorized by Safelite.I do have to say that bringing this to our attention so long after the time we completed the work does factor into the equation as wellUnless we have some compelling and reliable evidence to the contrary, our determination is that we are not responsible for the damages

I do apologize
I did request that the collection activity cease but somehow that didn't happenI have again requested that our internal collections department write off the amount and cease all collection activity for this consumer and this invoiceI will follow up to make sure that this happens before the end of this week
I sincerely apologize for the communication breakdown and that the consumer has continued to receive calls or letters asking for paymentThere is no balance owed to SafeliteAlso, this all took place internally so there will be no reflection on the consumer's credit report or credit history

I am rejecting this response because:
Regards,
Wendell ***

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

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 just want to let the better business know that you said you were late in replying and to give your finding.Note you guys did not reach out to me regarding the leak until I contacted the Revdex.comYes last week I was contacted and you guys set up an appointment to check out my car and found out then it wasn't the windshield leaking.All I ever asked for was to have it check out!My problem with Safelite is I reach out more than twice to ask to have my car checked out, the leak did not start until after the windshield was installed so I thought that's were the leak wasI stated that when I called and asked for an appointment to have my car check out because Houston was getting much rain and my care was getting we.The customer service I received( prior to the appointment) was awful, they were very rude, if someone could have just looked at my car it was have saved my car of two weeks of rain in the inside.I will say the Humble office that contacted me last week was very professional.I do not want anything else from Safelite, please note I also will never do business with Safelite again

Dear Ms***
I'm very sorry about the cowl damage on your *** ExcapeThe windshield that we installed included the top and side moldingsThose are not separate parts as it is usually necessary to replace those when the windshield is replacedThe bottom molding, or cowl, is not
replaced as a standard practice when replacing the windshieldThe damage to the cowl was noted as due to age and wear and tearBecause the cowl is generally made of plastic and rubber; it can become brittle, warped or dry rotted as a result of constant exposure to the elementsThe cowl can generally be replaced if requested but it is an item that must be ordered from a dealer and it would be an additional expense not included in the windshield replacement cost
In speaking with the Safelite manager in your area, he suggested that you visit your nearest *** dealership to get a second opinion about the cowl damageYou may also want to look at other vehicles similar to yours in age to see how the cowl can be affected by exposure to the elements over time
Again, I apologize that there is damage to the lower molding on your vehicleBecause this was not caused by any negligence on our part, we are not authorizing any refund or payment to replace the cowlSafelite does appreciate your business

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