Aloha Pools & Spas of Paducah

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,
*** ***

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

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 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 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 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

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.

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

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-

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

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

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,
*** ***

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 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 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

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.

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

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 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

Dear Mr***,
I’m very sorry for the difference in the original price you were quoted for the back glass replacement on your Mitsubishi Endeavor and the correct cost based on the need to order dealer glassWe agree that you should not have to pay more than the $that you were
quotedBecause the actual cost of the installation is more than your $deductible, we will need you to contact us to file a glass claim with your insurance companySafelite will absorb the difference between your $deductible and the quoted amount of $The balance will then be billed to your insurance company through a glass only claim
Please give us a call at ###-###-#### to get the claim filed and to assure that you are only charged the $We appreciate your business and look forward to assisting you