Aloha Pools & Spas of Paducah

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 that the windshield wiper motor needed to be replaced on your Audi AI will also address how our policy for failed repairs worksI have attached our national lifetime warranty and the invoices for the two chip repairs you had done by Safelite in 2010.When the
windshield was replaced on March 24, 2017; you had the good fortune of having the work done by our Quality Manager as a training demonstration for a group of technician traineesTherefore, every step of the process was performed by the Quality Manager to show the correct processes from pre-inspection to post-inspectionPrior to the work being started, the wipers were tested and they performed properlyAfter the work was completed, the wipers were again tested and they performed properlyDuring the windshield replacement process, there would be no need for a technician to remove or even touch the windshield wiper motorTherefore, we will not accept responsibility for the wiper motor going out and requiring replacementWith the vehicle being years old, it most likely stopped working due to wear and tear.When we perform a chip repair, we provide a money back guarantee stating that if the repair ever fails we will credit the amount paid toward a replacement windshield from SafeliteWhile there is nothing noted to indicate if one or both of the previous repairs failed, generally we will only apply one credit toward the replacementBecause this is a bit of a gray area, as a courtesy, we will credit you for both repairs and a check will be mailed to youThe total you paid for the repairs was $(plus 109.95)A credit of $was already applied toward the windshield replacement so you will receive a check in the amount of $The check will be mailed to the address listed on the Revdex.com complaintPlease allow 10-business days to receive the check in the mail.Again, I apologize for your frustrationWhile we are able to refund the cost of the second chip repair as a gesture of customer delight, we must decline responsibility and your request for compensation for anything related to the windshield wiper motor

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./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 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 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 ###-###-####

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

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,*** ***

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,
*** ***

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

I contacted the corporate headquarters and they agreed to replace the windshield for free if I go and have it done at their shopI find this an acceptable resolution

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

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

I’m very sorry that you weren’t satisfied with the outcome of the windshield repair performed on your Chevrolet TahoeChip repairs are performed to restore the structural integrity to the windshield and the appearance of the repair will vary based on numerous factorsSafelite will
apply the cost of the repair toward a replacement with Safelite if a customer isn’t satisfied with the results or if the repair fails
Our notes indicate that you were quoted an inshop replacement cost of $by our Charlotte, NC Safelite locationIf you would like to take advantage of that offer, please contact that location to schedule an appointmentIf you would prefer not to use Safelite for the replacement, as a one time courtesy, we would be able to refund the $you paid for the repair back to the credit card you provided at the time of service
Again, I apologize that the windshield repair didn’t meet your expectationsPlease contact our Executive Service team at 1-866-212-or respond through the Revdex.com to let us know how you would like to proceed

I’m very sorry that we aren’t able to get the glass with the shade band for your VW BeetleI did contact a local Volkswagen dealer today and provided them with your full VIN numberBased on the VIN the correct dealer windshield part number is *** *** *** *This part has a green tint with no shade bandThis is the same part that we installed on your vehicleBased on the information provided by Volkswagen, the windshield with the gray shade band is no longer being manufactured for your vehicle
At this time, we consider this issue closedWe aren’t able to get the part you want as it is no longer being manufacturedIf you would like a shade band at the top of your windshield, your insurance company may be able to add that as a supplement to your original glass claim
Again, I apologize that the part that was originally in your vehicle is no longer availableIf it was, we would have no issue with honoring your request

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

I am rejecting this response because a Safelite technician damaged my vehicle and management refuses to assume responsibilityThe technician did not state in his pre inspection report any damages to the roof of the exterior of my vehicle because there no damages to it beforehandAs reflected in the attached picture, which was taken immediately after the technician installed the window, my vehicle was not dirty and it is never kept in a dirty state Management's decision is based solely on two pictures taken by another technician and his opinion about one of the six areas of paint removed by their technicianNo paint professional has officially given an expert opinion about the condition of my paint job, before Safelight made their decision

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.