Aloha Pools & Spas of Paducah

I am rejecting this response because: the driver side curtain air bag has been rendered inoperable due to the water leak After the Safelite technician assured me that he stopped the leak on Tuesday 3-29- After the technician left, I note water still leaking and I quickly realized that he was not telling the truth and that his attempts were unsuccessful I noticed the technician tampering with the curtain air bag censor on the video surveillance monitor and now his tampering has apparently triggered my check engine light to turn onI don't appreciate being told by the Safelite technicians that "Thing Happen" without offering an apology, The people of Safelite have disrespected me and my property and now I have to take time off work without pay to get my vehicle restored to the pre-windshield installation condition
Regards,
*** ***

I’m very sorry that our attempt to repair the windshield damage on your Mitsubishi Outlander wasn’t successfulWhile we do have a very high success rate with our repairs, there is no way to determine how the already damaged glass will react to the repair processIn a small number of repairs
the damage may get larger and Safelite is not responsible for thatI have attached a copy of our warranty, which includes our money back guarantee for repairsIf a repair is unsuccessful or just not satisfactory, Safelite will refund the cost of the repair to the paying partyThe replacement windshield would then be subject to any deductible on your auto policy. In your case, your deductible is more than the cost of the windshield so the replacement would be out of pocket for youWe do understand your frustrationBecause your insurance company will waive your deductible if the windshield can be repaired successfully, you expected to have no out of pocket expenseNow you are facing the expense of a windshield replacementOur technician didn’t do anything wrong to cause the crack to get larger, therefore we are not able to provide a replacement at no cost to youWe would be happy to work with you to provide the best price possible for a windshield replacement from SafeliteFeel free to contact us at ###-###-####. Again, I apologize that the repair attempt wasn’t successfulWe do appreciate your business and hope to be able to work with you and get a new windshield installed for you

Dear Ms***,I'm very sorry to hear that the windshield of your GMC Yukon Denali has sustained new damage requiring another replacementIt's unfortunate that the new damage occurred less than months after we replace it for youThe damage to your windshield wasn't caused by any defect
in the materials or our workmanship so it's not covered by our Warranty.As a courtesy, we can offer a replacement windshield at a discounted price of $If you would like to schedule the work, please contact our location in Houston and provide this reference information, work order ***Because there is new damage to your windshield, we must respectfully deny your request for a refund

Dear Ms***,I’m very sorry that there was damage to the cowl and trim when our technician replaced the windshield of your Ford Mustang CoupeThe local Safelite manager acknowledges that we are responsible for the damageI understand that the cowl has been replaced but the manager needs
to purchase the windshield washer fluid line that wasn’t included with the cowlAs soon as he receives that he will be in touch with you.It is my understanding that the manager has been in contact with you about the trim that was damagedWith a unique vehicle such as ours, replacement parts can be difficult to locateThe part that is needed is no longer being manufactured and we haven’t been able to find it to purchase for youWe are continuing to search for the needed part online and through salvage dealersAt this time, we are unable to locate it after hours of searchingWe will continue to attempt to locate this part for you but if you have any additional local resources that could provide an estimate, we would be happy to receive that from you.Again, I apologize for the accidental damage and the difficulty we are having in locating the correct partsOnce we determine if we will be able to provide the needed part, we will contact you about fair compensation for your trouble

I am rejecting this response because:I tried calling several times that dayNot just onceThis Dirk was supposed to checking into it and never called backRepeated calls after that I was told he wasn't working there then told different time he went homeRepair means fixIt was NOT clear per your scripted verbiage, not everyone is in on the industry termsI asked for it to be fixed and he stated when Windsheild are fixed we recommend wipers at the cost of $37.50, which I said I'd payAll of this hassle and complete lack of customer service by the tech that refused to let me speak to person on phone to the mess with Dirk and crew I reject your conclusion.
Regards,
*** ***

Dear Mr***,
I’m very sorry that you have water leaking into your Honda AccordIf we confirm that the water leak is indeed due to our installation, we will take care of the issues under our nationwide lifetime warranty
Our notes indicate that the Safelite manager was to
go to the dealership that has your vehicle to determine (along with the service advisor at the dealership) if the leak is coming from the windshield or some other locationWe are providing you with a rental vehicle for the day while the testing and diagnosis are taking placeYou will be contacted about the findings once that is completed
Please feel free to contact the local Safelite shop or our Executive Service team at ###-###-#### with any questions or concerns

Please be advised this matter has been amicable resolved, and thecomplaint is withdrawnIf I need to do anything for her to confirm thisaction, please advise me

Dear Ms./Mrs***,I am very sorry to hear about what happenedI did reach out to upper level management to see what all was refundedWe did put in a credit card refund of $Also, for $and then $In total we have refunded $Please let me know if there is anything else
I can do to assist.Thank you,*** D***

Dear Mr***,
I’m very sorry to hear of the damage you noticed a few days after we replaced the windshield on your Honda CivicOur records show that you have been in contact with several members of our Executive Service team by phone and by emailOur representatives have been working
with your insurance company and the Safelite management locally regarding your claim that Safelite damaged the roof of your vehicle
The damaged area was not listed or pictured on the technician’s pre or post inspection reportsIf the technician had done any damage during the installation, it would have been documented and you would have been informedAfter viewing the vehicle and seeing pictures of the damaged area, our determination is that the damage is not consistent with any tool that our technicians use during the windshield removal or installation processWe are not willing to accept any liability for the issue
We have also reviewed the insurance adjuster’s report and there was no indication that Safelite was responsible for the damage
Again, I’m sorry that you are dealing with thisWe do appreciate your business with SafeliteIf you have any further questions or concerns, please feel free to contact our Executive Service team at ###-###-####

Dear Ms***,
I’m very sorry that the windshield damage on your *** *** was not repairableWhile I do understand your frustration about your experience with our technician, it doesn’t change the fact that the damage was beyond what was repairable when the technician looked at itThe windshield required replacement even before you spoke to our technicianAlthough the situation could have been handled in a much different way, nothing our technician did caused the windshield to require replacementAlso, it wouldn’t have been recommended to replace the windshield wipers prior to replacing the windshieldThe damaged windshield could have caused damage to brand new wipers
Because you have a high comprehensive deductible, the windshield replacement would be out of pocket for youWe would be happy to work with you to provide the best price possible for a windshield replacement from SafeliteAlthough we would not be able to provide a free windshield replacement, if you would like a quote on a windshield replacement from Safelite please feel free to contact us at ###-###-####
Again, I apologize that your windshield was damaged beyond what was repairable and your windshield wipers weren’t replacedWe do appreciate your business and hope to be able to work with you and get a new windshield installed for you

Dear Mr***,I'm very sorry for the trouble we had getting the correct back glass for your Audi AIn a conversation with your mother, we clarified that you did have the glass replaced by another provider and everything is fine with thatAs a courtesy, we agreed to compensate you in the
amount of $for the out of pocket expenses you incurred while you were unable to use your own vehicleYou should see the check in about 7-business days.I sincerely apologize for the inconvenience and frustration this caused youYou have enough to deal with and I regret that this burden was added

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

First of all I know the limitations of my wife's vocabularyWhich was why I was the contact person on the transactionThe employee called me from there and told me they would have to order the correct partSo since I had already made the decision about how the order was going to be handled there was no need to discuss the issue with my wife. Second your company has proceeded to make one story after anotherWhen I first started discussing this they were going to replace the glassThe story you give of not being able to get the correct glass is incorrect I called two other glass replacement centers and both told me they could get the glassSo you were lying about thatNext you had someone wanting me to verify I could get new glass and not used glass so if the language wasnt the issue from the beginning why were you making me prove the glass was obtainable. So you can either replace my window and put the correct window or I will contact a lawyer and proceed with a discrimination caseJust so you know my wife is attending english as a second language class so she can improve her englishAgain your staff isnt capable of determining her language skills

To whom it may concern/Yes this issue was resolved , I am grateful for CEO and Lisa from corporate as well as Charley for their amazing effort taken to have the problem resolved.Thank you,*** ***

Dear Ms***,I’m very sorry for the inconvenience regarding your request to replace the driver rear door glass on your Infiniti GI do see that we ordered the part from one of our warehouses on February 15th and February 16thRegrettably the glass was never received by the Safelite
location that was scheduled to do the installationThis information has been forwarded to our Supply Chain management to determine the cause of the service failure.You didn’t indicate whether you have made arrangements to have the glass replaced by another providerIf you would still like Safelite to do the work, please let us knowIf you have already made other arrangements, I do apologize that this issue caused you to go several additional days without having the door glass replacedIf you have any further questions or concerns, please feel free to contact us at ###-###-####

Mr***,
I understand your concerns and requestsAs a result of the recent challenges in servicing your vehicle glass needs, we are not in a position to perform future vehicle glass services for youWhile this is certainly regrettable, it is necessary
Regards,
Farren P***

Dear Mr***,
I’m very sorry about the discrepancy in the part needed for your Ram PickupIn reviewing our records we do show that you were quoted for a stationary piece of glass and not the power slider that is neededWhen a member of the quality team reviewed the call, it
was determined that the information you provided indicated that the glass was stationary
On June 30th and July 6th we do have record of you requesting permission to hear the recorded callThat request was submitted to our Sales department and we are awaiting a responseIt can take 7-business days to receive a responseI do apologize for the inconvenience this is causing
Once we have the discrepancy resolved, if you want Safelite to replace the power slider for you, we will be happy to do soBecause of the complexity of this installation, it must be done in a Safelite shopWe are not able to provide this service on a mobile basisThe replacement requires multiple technicians, can take most of the day to do and requires removing rear seats to access the wiring for the power sliderWhen Safelite does the installation, we do clean up as much broken glass as we can and we clean the exterior glass on your truckA car wash is not included in our service
Again, I apologize for the discrepancyOnce we hear from our Sales department about your request to listen to the call, we will be back in touch with youIn the meantime, please feel free to contact our Executive Service team at ###-###-#### with questions or concerns

I am working with Amber M*** at Safelite currently to resolve the issueBut please note that it is currently in process of fulfilling their resolution
I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me

While unpredictability of glass is understandable, there was clear incompetence in the way the tech approached the repair. Someone that drives miles out of the way to do a repair miles from his shop is not inspiring of trustShe signed that we accepted that a crack can expand through no fault of the technician but that does not give the technician cart blanc to damage the windshieldOffering to apply the $to a replacement is unhelpful when the technician informed my wife that he could not replace the windshield. Due to the water sensor, he said she would have to go to the dealer. At the time of the repair attempt, the technician did not inform my wife that he would be unable to replace the windshield if the crack widened beyond repair. After the damage was beyond repair, he divulged this. If he had, she would have gone directly to thedealer and not allowed him to attempt the repair. Since SafeLite by way of the technician informed my wife that he is unable to complete a replacement and he stated to her that the $(not checking the exact change previously listed) would berefunded, this is the minimum that is acceptable. Regardless of whether the vender and I agree on the incompetence of the tech, the promise of refunding the money needs to be followed through.

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