Aloha Pools & Spas of Paducah

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint:
I am rejecting this response because:
Regards,
Gene Chance You have asked what I want done to resolve this issueI want the correct window installedThat is all I am asking for and all I have been asking forCall me at 443-635-and let me know the date the car needs to be taken in and dropped offThat will resolve the issue

Dear Ms***, I’m so sorry to hear of the damage to the console of your *** Impala after we replaced the windshield for youIn reviewing all the information, Safelite has determined that we will honor your request to pay for the repair or replacement of the damaged part
The next step would be for you to provide us with an estimate from the dealer or vendor of your choicePlease feel free to submit it through the Revdex.com or contact a member of the Safelite Executive Service team at ###-###-####.We look forward to resolving this to your satisfaction

Dear Ms***,I'm very sorry that you haven't received the refund that was promisedI found that the check request that was submitted didn't get processedAnother request was submitted today, December 19thThe check should be mailed out todayI will document the check number once it is generatedI will be happy to send the information to you and check in about days to make sure you received the fundsPlease feel free to contact our Executive Service team at ###-###-#### if you haven't received the check by January 4,

I spoke to the company again yesterday and they said they are planning on resolving this issueSo not sure if we should still go ahead

Dear Mr***
I’m very sorry to hear that we weren’t able to correct the molding issues after we replaced the windshield on your Ford pickup
As you and your insurance provider requested, we have issued a credit for the entire amount of $to State Farm InsuranceI
have attached a copy of the credit memo issued May 13, for your records
Again, I apologize that we weren’t able to provide a satisfactory installation on your vehiclePlease feel free to contact our Executive Service team at 1-*** with any additional questions or concerns

Dear Ms***,I'm very sorry that the attempt to repair the windshield of your Subaru Impreza resulted in an unrepairable crackWhile we do have a very high success and customer satisfaction rate with our repairs, there is no way to determine how the already damaged glass will react to the
repair processEven under ideal conditions, there is a small chance that the repair attempt won't be successfulThese situations aren't caused by our technicians doing anything wrongGlass is a sensitive and unpredictable material.If the repair attempt isn't successful or if the result isn't satisfactory, a complete replacement is necessaryIn reviewing our records, we located a windshield replacement claim assigned to another glass providerOn September 19th, a member of our Executive Service team left a message for you to determine if you had proceeded with the windshield replacement or notIf you haven't already had the windshield replaced, we would like to work with you to provide a new windshield at the best price possibleAgain, it is regrettable that the repair attempt wasn't successfulIf you would like to speak with a member of our Executive Service team about windshield replacement, please contact us at ###-###-####

Dear Mr***,I'm very sorry for the inconvenienceThe price I see quoted including all taxes and fees for the windshield replacement on your *** Fdoor crew cab is $I am including a breakdown of that estimateYou didn't indicate what price you were initially quoted so I'm
unable to determine whether that price was ever quoted or how that amount was determinedCould you please provide the amount you were quoted over the phone? Once I receive that information I can do some additional investigation and pull the call you had with our representative. Part NumberGlass TypePriceDW01749GTYNOEMWINDSHIELD$364.95DISCOUNTDISCOUNT($60.00)DISC PRICE NEGOTDISCOUNT($5.00)Subtotal: $299.95DISPOSAL FEEDISPOSAL FEE$9.95MOBILE FEEMOBILE FEE$24.99Tax: $22.60Total: $

Safelite is not will to compensate for time away from work to my vehicle from this place to that place and all the inconvenience it has cause from this issueI ask that Safelite allow the company that the dealership provides to install the windshield, and that Safelite cover the costThere is no documentation that suggest that the windshield is not the source of the leak along with the video proof Safelite has that indicated the leakage from the WindshieldI am not looking to work any counter deals because the source of the leak from documentations diagnoses and video is the windshield and that the final conclusionI'm sorry that with over years of experience you all have not been able to understand the leak but with all the diagnoses and the technician being a the dealership and they performing a live test where they showed the leakageI don't want to continue the run around circles gamePlease advise if you going to work with me or should I seek legal counselThank you for your time and assistance

I’m very sorry that a wire was cut during the installation of the windshield on your GMC YukonIn checking our records, we had some difficulty in receiving a copy of the invoice for the work that was doneWe did submit a check request in the amount of $on June 17, You should
receive a reimbursement check within 7-business days
I didn’t see anything mentioned about “polishing compound” prior to your issue submitted through the Revdex.comPlease feel free to contact our Executive Service team at ###-###-#### so that we can schedule a no-cost warranty appointment to view the issue and determine how best to rectify it
Again, I apologize for the issue and the delay in getting the reimbursement processedWe do appreciate your business

I am rejecting this response because: They have not repaired or replaced any of the damaged items on my vehicleIt has now been weeks and I'm still waiting, this should be a priority for Safe-lite to fix their damage asap and not make we wait this longMy truck is a mess and they have yet to call me with a solution to make this right. I'm the one who has been wronged and inconvenienced, some much for Safelights 100% guarantee!!!!!
Regards,
*** ***

It is unbelieve that your company will not take any responsibility in this claimI came to you with a very, very small chip in my window and now I have larger cracks which has been confirmed will not pass my state inspectionWhy wouldn’t your warranty cover this which says, “ 5. Windshield repairs are backed by our warranty. All Safelite repairs are backed by a national warranty and are guaranteed to pass lease turn-back and state vehicle inspections.” I am not asking you to cover all my expenses, I am asking you to split my insurance deductible which is more than fairBecause of the way this claim was handled I cannot trust your company to do any more work on my carPlease send me a check for $

Dear Mr***,Thank you for your patience in waiting for a reply regarding the cost of the windshield replacement for your FJ CruiserOur records show that the installation was performed on January 4, The shop had agreed to match the pricing at your request so a discount was added in the amount of $When the work was completed, we didn't need to replace the molding that was included in the original quoteYour final cost without the molding and the $additional discount was $Safelite appreciates your business and your understanding

I'm very sorry to hear about the misinformation you received regarding the failed repair credit for your Ford Taurus windshieldIn reviewing our notes, you spoke with a Safelite representative on January 15, about this issueAs a result of that conversation, you were advised that we
would be sending you a check for $Please allow 7-business to receive the check in the mail
Again, I apologize that you were incorrectly advised that the $credit would be applied to your deductibleThe credit was in reality refunded to your insurance provider as they paid for the repairThe check request to you is in processIf you have any other questions or concerns, please call 1-866-212-Safelite does appreciate your business

Dear Mr***,
I'm sorry that our previous response didn't address all your concerns about the windshield replacement on your Volkswagen GolfIn checking with the manager of the Safelite location that serviced your vehicle, I was advised to have you bring your vehicle into the location in Lakeland, FL and he will be happy to inspect the damage himselfThe location is at Commerce Point Drive Lakeland, FL 33801. If there is a point of impact, it is not covered by our warranty
I want to assure you that Safelite doesn't manufacture, purchase or install inferior quality glassAll replacement glass whether OEM or aftermarket is required to meet the same Federal Motor Vehicle Safety standards for safety, light transmission, and structural integrityIf an object hits a windshield and breaks it, that is not an indication of inferior quality glass or a defect in the glass itselfThat is why insurance companies consider such damage as "no-fault"Also, the state of Florida requires that windshields be replaced with no out of pocket cost to you as long as you maintain comprehensive coverage on your vehicleWhen your windshield was replaced by Safelite in November, you incurred no out of pocket expense and your insurance company paid for the work
One of your concerns was that our previous response didn't mention any refund or replacementBecause you didn't have any out of pocket cost at the time of installation, there is nothing to refund to youWe can definitely replace the windshield for youIf further inspection at the Lakeland location determines there is no point of impact, we would replace the windshield under warrantyIf there is a point of impact, we can replace the windshield with no out of pocket cost to you if you file a comprehensive claim through your insurance providerIf you no longer maintain comprehensive coverage, the replacement would be out of pocket
Again, I apologize for the issues and I hope that I have been able to address all your concernsIf you have any additional questions, please feel free to contact us at 1-866-212-

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

Dear *** ***,I do apologize that the windshield repair we performed has failed and is cracking furtherPlease know that no repair technician at Safelite would perform anything less than their best work intentionallyOur repair technician’s compensation is directly impacted if a repair is unsatisfactoryThey only perform repairs and don’t benefit if the windshield requires replacementWe stand behind our work with a money back guarantee because our technicians are the best in the business.After discussing your concerns with the local Safelite manager, we have determined that the best way to resolve this is to offer to replace your windshield in our shop at Northern Cross BlvdFort Worth, TX As a courtesy, we will perform this replacement at no cost to youIn addition, we will credit the $you paid for the repair back to the credit card you provided at the time of servicePlease allow 5-business days to see the credit on your account.Again, I’m sorry that the windshield repair failedPlease give us a call at ###-###-#### if you would like to schedule the in-shop replacement

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 am rejecting this response because:Mr ***, you have replied but you failed to address my concerns.Maybe that's the way you work.The crack was less then the size of a dollar bill when your certified tech showed upAnd he immediately said "Yes, you need a new windshield." He said it would be $450.00.And he stated there were no chips from rocksa stress fracture.Since this was a LEASED car, shall I call *** and have you come out to their dealershipAs your National Warranty STATES Limited Warranty "warranted against defects in material or workmanship for as long as you own the vehicle in which the glass was installed" They are the True owner!And while I appreciate the generous offer you stated of me buying a Salelite windshieldI would rather buy a windshield for $from a local glass shop compared to your price of $450.00(per your certified tech)and probably get a better quality product since we are trading emails.I have notified my insurance of my experience with SafeliteAnd I will express my beliefs to my employees, clubs, friends, and church members.Thanks for your time***
Regards, *** ***

Dear Mr***,I’m very sorry for the issues you’ve had with the back glass and hardware on your Ford ExplorerAs a Safelite representative advised you, this is a fairly common issue with vehicles like yoursI did some research and found there was a recall for back glass hardware: Recall
Number 04V442000 Recall Date 09/13/2004 Component STRUCTURE:BODY:HATCHBACK/LIFTGATE:HINGE AND ATTACHMENTSSummaryON CERTAIN SPORT UTILITY VEHICLES, THE LIFTGATE GLASS STRUT MAY BECOME DISENGAGED OR THE HINGE MAY FRACTURE ALLOWING THE GLASS TO FALL AND POSSIBLY BREAKOur records indicate that on December 1, 2016; we were contacted by a representative from your insurance companyAt that time a courtesy refund of $was requested and processedOn December 19, 2016; we were contacted by another representative of your insurance company to request an additional $courtesy refund to youThat was processed the same dayWe have refunded you a total of $as a courtesy and that is what you agreed to acceptWe will not honor your new request for an additional refund of $110.03. This is a regrettable situation but not one that Safelite causedAs a courtesy, we refunded you $toward the cost of the required hardwareIf you have any further questions or concerns, please feel free to contact a representative of ###-###-####

Dear Mr***,I’m very sorry to hear about the cracks in the windshield of your Ford FSafelite did replace the windshield for you in June At that time you were provided with a nationwide lifetime warranty that covers defects in the materials or our workmanship for as long as you
own that vehicleA copy of the warranty is attachedMost cracks that are due to “compression” or stress” occur within the first days after an installationOur warranty doesn’t cover damage to the glass by an object striking it and causing a chip or crackThis is outside the control of Safelite and isn’t a defect in the glassIt is considered new damage and repair or replacement would either be out of pocket or through a comprehensive insurance claim on your auto policy.When our technician did inspect the windshield he discovered that there was an impact point and I have attached a picture with the area circledWhen our representative scheduled the warranty appointment you should have been advised that if there was an impact point found, that was not covered by the warranty.I do apologize if there was any misunderstanding regarding the terms of the warrantyWe would be happy to work with you to provide a replacement windshield at the best price possible as a courtesyWe must decline your request to replace the windshield at no cost to you