Aloha Pools & Spas of Paducah

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, *** ***

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,
*** ***

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

If you look at the documentation I have provided from the dealership from the diagnoses and the video of proofthe technicians states it's the windshield on camera and in the documentation of the diagnosis that has been provided to them and the Revdex.comThe diagnoses clearly states that the windshield is leakingThis statement has information and they are still giving me the run aroundTo explain the monetary compensationI have diagnoses and repairs that have been paid outI have been inconvenienced to have to leave my job time after time to take my car to different shop and over seven month for multiple days to be away from work and lose hours or have to make up timeThere is also negligence in the fact we have had to wait for seven months to be able to get assistanceMy health has been in jeopardy to sit and deal in a car with mold and mildewThe deformation of character to make me seem as a customer out to get Safelite for moneyBut once you look at all the time and money spent I am will to walk away at this time to have my vehicle repaired as the diagnosis states and not by Safelite and $that includes all that I have paid out, inconveniences and time away from work for a seven month period in reference to taking my car to place after place I don't trust there work after this experienceI am determined if Safelite are not willing to work with my request to take this complaint to the local court systemI am asking if your going to take responsibility take full responsibility for all that is involve in the matter

Help Closing a Complaint *** *** *** Wed, 05/09/4:pm Hi, Can you help me close a complaint I opened? I was able to talk to Safelite
to come up with a resolution The complaint number is: *** Thanks, ***

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***,
I am very sorry for the delays in getting a check to you for repairs needed on your *** TouaregI do show that check number *** in the amount of $was issued to you with the correct name and mailing address on August 7, The check was mailed from our
Corporate office in *** *** and should reach you within 7-business daysIf you have not received the check by August 21, 2015, please contact our Executive Service team at *** and we will be happy to research the issue for you
Again, I apologize for the damages and the delays in getting a check issued to youWe do appreciate your business

Dear Mr***,I'm very sorry that the crack in the windshield of your *** Pilot was too large to attempt a repairWhen qualifying windshield damage to determine if it might be repaired or if the windshield requires replacement, size is only one of the factors in making that decisionThe
ultimate recommendation is by a trained and Certified Safelite technicianIf the damage is too large or if the technician feels there are other factors which would indicate that windshield repair is not the best option, the technician will let the customer knowThere are several factors that play a role in completing a successful repairThese include but are not limited to:The age of the damageThe size and location of the damageGlass is an unpredictable and sensitive material If a chip repair fails or if a customer just isn't satisfied with it, Safelite provides a money back guarantee, which is not transferrableI have included a copy of our warrantyAny warranty or our money back guarantee applies as long as the customer owns or leases the vehicleIf the vehicle is leased, the warranty/guarantee ends when the vehicle is turned in at the end of the leaseIf a customer owns a vehicle, the warranty/guarantee will not transfer to the new owner when it is sold. Your frustration is understandableWhen windshield damage can be repaired, your insurance provider will waive our comprehensive deductibleBecause the damage isn't repairable, your $deductible does applyWe will be happy to work with you to provide the best price possible for a windshield replacement Again, I apologize that in this case a windshield repair could not be attemptedIf you would like to schedule a replacement, please contact us at ###-###-#### and we will work with you to provide the best price possible.

Dear Mr***,I’m very sorry for the concern and frustration you and your wife experienced after we replaced the windshield of your Chevrolet HHRI understand, that after conversations with the local manager and an online chat with a Safelite representative, everything has been addressed
and your issues have been resolved satisfactorily.On March 14th, you were going to stop into the Safelite location to have the windshield wipers put back on correctlyIf you are continuing to have issues with your wipers, please let us know.As our representative explained, we do take things like this very seriously and your situation is being addressed accordinglyYou will also be receiving a $refund check as a gesture of customer delightYou should receive the check by March 29th at the latestIf you don’t receive it, please contact us at ###-###-#### and we will take care of it.Again, I apologize for your experienceSafelite does appreciate your business and your honest feedback

Dear Mr***,I’m so sorry that our tech caused damage to the hood of your *** ***In reviewing our records, I found that we did receive an estimate from *** *** *** *** in the amount of $on August 16, We contacted the body shop to pay them with a credit card that
same dayWe spoke to Lori who advised that the work hadn’t been completed yet and she would contact us for payment after it was doneWe heard nothing more from *** *** *** ***.On August 23, a representative from our Executive Service team attempted to reach you regarding an email that you sent about this matterShe was unable to reach you directly but did leave a message for you to contact us.On September 19, the Safelite shop requested that we send you a check for the cost of the repairsOur check number *** in the amount of $was issued on September 20, It was mailed to the address we have on file which is the same address included with your Revdex.com complaintThe check hasn’t been cashed so we will be putting a stop-payment on the original check and sending out a new check with the same informationPlease allow 10-days to receive the check in the mail.Again, I apologize for the damage and that you didn’t receive the check issued September 20, If you have any additional questions or concerns, please feel free to contact us at ###-###-####

Dear Mr***,
I’m very sorry that our attempt to repair the windshield damage on your Mercedes Ewasn’t successfulWhile 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 processAs our technician advised you, in a small number of repairs the damage may get larger and Safelite is not responsible for thatYou authorized the repair attempt with the knowledge that in some cases the damage may get largerHad you decided that you didn’t want to take the risk on a repair, replacement would have been the only optionI have attached a copy of our warranty, which includes our money back guarantee for repairs
As you have found, several factors play a role in completing a successful repairThese include but are not limited to:
• The age of the damage
• The size and location of the damage
• Glass is an unpredictable and sensitive material
Again, I apologize that the attempt to repair your windshield wasn’t successfulWhile Safelite does understand your frustration, we are not responsible for the already damaged windshield ultimately requiring replacementIf you have additional questions or concerns, please feel free to contact our Executive Service team at ###-###-####

Dear Mr***,
I understand your frustration about the repair of the windshield on your Volkswagen Jetta cracking out and now a windshield replacement is neededNeither the technician nor the repair process is directly responsible for thisA windshield repair is an attempt to prevent replacement of a damaged windshieldYour windshield already had damage, a chip from an object, and that was the root causeWindshield repairs are able to be completed in many types of weatherLight rain or drizzle will not impact the repair attempt or require rescheduling of the workHeavy rain or severe weather would require a covered area to perform the work or rescheduling the appointment
Again, I’m sorry that the repair attempt wasn’t successfulOur technician followed proper proceduresWe do provide the money back guarantee as outlined in our warrantyWe will not be providing a free windshield replacement nor will we pay for another provider to replace the glassPlease feel free to contact our Executive Service team at ###-###-#### if you have additional questions or concerns

You do not get to destroy my property and then bill me to replace the damage you caused, that is a scamThe problem is not that the repair failed, the problem is that your technician damaged my windshieldYou can even see the epoxy stain where she cracked it.I have provided the best picture I can getThe amount I will settle for is $318.31I hope you will have some integrity and take ownership of the damage your business has caused me

Dear Ms***, I’m very sorry that the windshield of your Hyundai Sonata Hybrid cracked out while we were attempting a chip repair As our technician explained, there is a chance that the repair process may not work and the damage may get largerYou were also made of the
repair waiver prior to the work being doneThis information is discussed with each customer so that the individual can make an informed decision about continuing with the repair knowing that there is some risk involvedIf you read through the repair waiver at the bottom of the receipt, you will see that the process involves both pressure and suction being applied to the already damaged glassThere is no way to predict before the work is done how the damaged glass will react to the repair process Your main complaint is regarding the equipment used and that you feel it was faultyIn checking with the Quality Manager, there is no reason to believe that the particular piece of equipment used to attempt the repair is faulty or out of calibration We do appreciate your loyalty to Safelite and we understand your frustrationIn a gesture of customer delight, we are offering to replace the windshield at a significantly reduced price of Under work order ***, there is a quote to replace your windshield that includes a total of $in discountsThe total after the discounts is $If you would like to schedule the replacement, please contact us at ###-###-####

Complaint: ***
I am rejecting this response because: We have surpassed the 7-day waiting period and now there is no idea when the windshield is coming in and it is now back-orderedThey can easily go through Honda to avoid these huge delays to assist their customers and prevent them from doing without their vehicles for weeksHowever, they refuse to do so as they must follow their order protocolEven if it took a month, there would be no concern for the customer here.
Regards,
*** ***

I’m very sorry that our attempt to repair the damage to the windshield of your brand new Porsche Macan ended with the crack extending and now the windshield requires replacementWhile we do have a very high success rate with our repairs, there is no way to determine exactly how the already
damaged glass will react to the repair processI have attached a copy of our warranty which includes our policy regarding repairsIt does state that the damage may get larger during the repair process and Safelite is not responsibleIn your case, neither you nor your insurance provider were charged for the repair
The windshield replacement will be subject to the $deductible on your auto policyIf the cost of the windshield is less than your deductible, you would only be responsible for that amountIf the cost of your windshield is more than your deductible, you would be responsible for $and the balance would be billed to your insurance provider
Again, I apologize that the repair attempt wasn’t successful and that the managers you spoke with were not helpfulPlease feel free to contact a member of our Executive Service team at ###-###-#### with any additional questions or concernsWe do appreciate your business

Dear Ms***,Could you please confirm that this is regarding a Volkswagen Jetta for a claim that was called in on May 5, 2017? I wasn't able to locate anything under your name and the phone number provided isn't validI did find a deleted work order under Mr***'s name for this
vehicle that was initiated on May 5, 2017.If this is regarding a different vehicle or claim, could you please provide that information so I can assist you?

I’m so sorry to hear of all the issues you’ve had since we replaced the windshield on your Jeep LibertyI understand your frustration due to the multiple appointments and inconvenience you and your wife experienced
In reviewing all the information we have determined that we
should honor your request to replace the windshield in order to alleviate the water leakThe reseal that was done is less likely to fully correct the cause of the water leakThis will be covered under warranty at no cost to youAlso, our shop manager did agree to compensate you for the satellite radio issueAlthough reimbursement for a detail wasn’t specifically mentioned, we generally do cover a detail after a water leakIf you would provide copies of the receipt for the satellite radio issue and your most recent detail, we would be happy to submit them for possible reimbursement
Again, I apologize for your negative experienceYou have been a loyal customer of Safelite for many years and we do appreciate thatPlease contact our Executive Service team at ###-###-#### and we will assist with getting the windshield replacement scheduled for youYou may submit the receipts through the Revdex.com or directly to the Executive Service team by fax or email