Aloha Pools & Spas of Paducah

Dear Mr***,
I’m very sorry to hear that the repair to the windshield of your Jeep Wrangler failed and cracked furtherWhile we do have a high success rate with our repairs, there is no way to tell how the already damaged glass will respond to the repair process or how long the repair
will lastWe do provide a money back guarantee on windshield repairs for as long as you own the vehicleI have attached a copy of our entire warranty for you and you should have received a copy when the service was performedThis information is also available on our website, www.safelite.com , including a video explanation of the warranty
What we guarantee is that if the repair ever fails or is just unsatisfactory, Safelite will apply any amount paid out of pocket toward the replacement cost of a windshieldIf the repair was paid by the insurance company, the credit would be to the insurance company and the replacement would be subject to any comprehensive deductible on the policy
Again, I apologize that the damage has spread and now requires replacementWhile we are unable to replace the windshield for free, we will be happy to provide the best price possiblePlease feel free to contact us at ###-###-#### with additional questions or concerns

I am very sorry for the damages that were caused to your Honda CR-V due to the windshield that was installedOur notes indicate that were accepting responsibility for the damage and will pay for the repairsThe body shop that we use is *** *** their contact telephone number is
###-###-#### their address is *** *** *** *** *** *** ***If you could contact *** *** (the body shop) to set up an appointmentWe request that you provide an estimate from *** ***; we will contact the vendor and make payment arrangement to pay for the damages
Again I apologize for the inconvenienceIf you have any further questions or concerns please feel free to contact your local Safelite Shop or you can contact our office at ###-###-####
Thank you for choosing Safelite we appreciate your business

Dear Ms***,
I’m very sorry that you have had ongoing water leak and electrical issues on your Chevrolet TraverseWhen our technician did inspect and test the windshield for leaking, the leak could not be recreated from the windshieldIt was Safelite’s determination that the water was
not due to our installation but due to a leak possibly from a body seam
If you haven’t already been advised by Safelite or GMC, your vehicle and a number of other GMC models are included in a Technical Service Bulletin released by the automobile manufacturerThe (TSB) is 08-08-57-003C and includes GMC vehicles including the Buick Enclave, GMC Acadia, Chevrolet Traverse, and Saturn Outlook model years through This is also listed by the NHSTA under reference number The brief description is listed as: FRONT FLOOR WET/MODULE COMMUNICATION LOSS/VARIOUS ELECTRICAL CONCERNS (SEAL SEAM)*NJ UPDATED 3/1/*PE UPDATED 09/03/14*LJ UPDATED 2/3/*PE
Although I understand your frustration about the ongoing issues, lack of answers, and numerous repairs; this is a known issue by General Motors and isn’t related to the windshield installation we did for you in September of 2014. It is regrettable that you and many other vehicle owners are dealing with this issue but it is something that should be addressed by a dealer or GMC directly

Dear MrsB***
I'm so sorry that you haven't received the reimbursement check you were promised in the amount of $A check in that amount should be processed on October 19, and mailed to the address we have on file for youYou should receive the check within 7-business days
Again, I apologize that the reimbursement check hasn't been processed yetIf you have any additional questions or concerns please call ###-###-####

I’m very sorry that you aren’t happy with the work that Safelite did when replacing the windshield on your BMW XI have been in contact with the Field Management team in your area to obtain more information about what occurred at the time of installation and afterwardsI have
included pictures taken by a Safelite technician after you reported your concerns to our Executive Service Team
At the time of the installation, the original technician was not able to clearly see the condition of the roof of your vehicleThere were multiple splotches of some type of dirt on the roof, possibly from being parked under a treeI have included a portion of an email from the manager to better describe what was determined from the pictures and visual inspection by the second technician
“It is obvious that there has been long term issue involving the paint blistering, bubbling, and pulling away from the primer base coat of the vehicleThere are multiple areas on the roof that are bubbled up in excess of 2-3”The grey primer that is visible shows water stains and residue that show long term exposure to the outside elementsThe representative at the body shop explained to the customer that she had issues with the paint on the roof of the vehicle and for this reason her entire roof would need to be treated in excess of $ Again, it is obvious that this is not a new or recent issue
As for the tape, the customer stated to me that her contact at the body shop told her ‘it could possibly be an issue caused by tape’The areas of concern are not consistent with the areas that we would normally use tape.”
Our evaluation of the “damages” indicate that this is paint delamination, not caused by anything our technician didIt is most likely due to long term exposure to the sun, rain and other outside elementsBecause of this, we are unable to honor your request to pay to have the roof of your vehicle repaintedIf there is an issue with the placement of the moldings, please feel free to stop into your local Safelite location to have that corrected under warranty

Dear Ms***,
I’m very sorry that you have new damage to the windshield of your Toyota Camry, so soon after we replaced it for youI apologize if you were led to believe that this occurs frequently or that it happens more often with Aftermarket glass than it does for Dealer glass
All replacement vehicle glass, whether aftermarket or from the original manufacturer, is required to meet the same Federal Motor Vehicle Safety standards for safety, light transmission, and structural integrityAll the glass that Safelite installs, regardless of who manufactured it, is high quality and meets or exceeds the standards set for motor vehicle glass
I understand your skepticism, and I don’t know that anything I could say or show in writing will change your position at this timeI did leave a message for you today so that we could discuss this further and bring this to a satisfactory resolution
Please contact our Executive Service team at ###-###-#### so we may discuss this further and resolve this for you

Dear Mr***,
I'm sorry that your rain sensor isn't workingAs we have previously stated, Safelite did purchase a new rain sensor and install it in your vehicleThe fact that installing a brand new part didn't correct the issue is an indication that there is some other reason that the rain sensor isn't workingWe have also previously stated that we need something dated after June 10, from the dealer stating why and how Safelite is responsible for the nonfunctioning rain sensor before we would even consider taking another look at your warranty requestTo date, we haven't received anything
At this point, there is nothing more we can doOur position will not change unless we receive some new information that warrants further review

Dear Mr***,
I’m very sorry that you were told that a technician would be coming to reseal the windshield on your BMW 335i and nobody every arrivedI reached out to the Safelite location in Peoria, AZ to get additional informationUnfortunately, your request to reseal the
windshield was scheduled in errorSafelite doesn’t do windshield resealsWe will use this as a coaching opportunity for the representative that scheduled your appointment
A representative from the Peoria location did speak to you on June 7th and let you know that the job was scheduled in error and that if the technician arrived he wouldn’t be able to do the workShe was unable to reach the technician herself to advise him as he hadn’t yet been issued a company phoneLater, you contacted Safelite after the shop closed and the Operations Manager was made aware of the issueOn June 8th, the Peoria location contacted you again to again explain and apologize that we wouldn’t be able to provide the service you requested
I understand your frustration due to the incorrect information and your wasted timeThis is a regrettable situation and I do hope that you’ve been able to locate a provider to assist you

Dear Mr***,I’m very sorry that the hood of your *** Fwouldn’t latch after we replaced the windshieldI understand that a technician was able to assist you, at no cost, during a warranty appointment on November 29, That Safelite technician was able to verify that previous
front end damage had pushed in the hood and front bumperHe was also able to secure the latch into place so the hood now closes and functions properly.When the first technician popped the hood to do the windshield replacement, the pressure that had been holding everything closed was releasedTherefore, the hood wouldn’t completely latch into place.I want to reassure you that Safelite is not in the business of taking advantage of our valued customersI’m happy that we were able to identify and resolve the potentially hazardous issue

The windshield was replaced a couple of days agoOther than my spouse spending 1/hours at the office for installation, which seems excessive, everything seems fine with the workmanshipBut we cannot know for certain until there is a hard rain.Thank you for taking the time to read and resolve our complaint.If we have any other concerns, I will contact you directly.Regards,
*** ***

I am rejecting this response because: On April *, 2018, I contacted SafeLite local branch in Ocala FloridaI spoke with a Mr*** who identified himself as the assistant shop managerI explained to him the issue briefly and I expressed my concern over the use of the model glass which has the known defect with the gasket shrinking and rolling away from the frameI discussed using a different model which does not have the known defectI was my understanding the the better model would be the Honda original equipment glass, which I was told during original installation was being used, was the other option*** told me that they would not replace the glass with the original equipment and tried to convince me that the gasket naturally shrinks because of the Florida sunI have personal working knowledge of automotive parts and function and it is my professional stance the the gasket should not become defective within such as short period of time as to one year. *** and I concluded our conversation with him not approving a model glass which is not substandard and I not willing to accept substandard material for my vehicleAt this point SafeLite is not willing to install a model windshield that will not become defective and does not have known defects unless I pay them out of pocket for the better quality glass.As I stated in my original complaint, I will be satisfied with replacement of the windshield with a quality non-defective model, which I originally requested in I was told the part was originally original equipmentand as of my conversation today I would add that the windshield was not original equipment as I was told it would be and therefore I was misled in addition to having been sold glass with known defects.
Regards,
*** ***

Dear Mr***,
I’m very sorry to hear about the damage to the dash of your Toyota CamryWe have received the estimate of damages and it appears that the cost to repair is more than the value of the vehicleAt this time, we are seeking additional information from the dealer about the
damage and if the parts are even availableOnce we receive this information, we will be back in touch with you about how we can bring this issue to a fair resolution
Please feel free to contact our Executive Service team at 1-866-212-with any additional questions or concerns

Hello Mr***,
I received your complaint from the Revdex.com and I’m in need of some additional information, if possibleDo you have any pictures of the damage to your seat prior to the repair and after the repair? Also, do you happen to have an estimate from a dealer to replace the
damaged seat cover?
I’m very sorry about this situation and I want to make sure that I have as much information as possible in order to bring this to a fair resolutionPlease feel free to send any of these items to me by email or send them to the fax number belowIf you send them by fax, please let me know as soon as you fax them and I’ll pull them immediately from the many that we receive each day
I appreciate your time and assistance and my goal is to bring this to a fair resolution

I reviewed the response made by the business in reference to complaint ID ***6, and find the resolution is satisfactory to me
Regards,
*** ***

Dear Mr***,
I’m very sorry that you had damage to the windshield of your Ford Fso soon after we replaced itWe do provide a Nationwide Lifetime warranty for defects in the product or the workmanship for as long as you own the vehicleIf an object hits the windshield and damages
it, that is not covered by the warranty
Our representatives are trained to educate our customers on what is or isn’t covered by the warranty when they call to report such an issueWhen our technician inspected the windshield, there was evidence of a rock or some other object hitting the windshieldThe “chunk of glass” was evidence that there was an impact to the glassA true “stress fracture” would start from the very edge of the glass and would cause a linear crack but have no impact pointThere is no way to predict when an object might strike a windshield leading to either a repair or replacement of the glass
Again, it is regrettable that you incurred new damage to your windshield only a month after replacing itBecause new damage is not covered by the lifetime warranty, we will not honor your request to refund you in whole or in part for the windshield replacement done by another glass providerIf you have any further questions, please feel free to contact our Executive Service team at 1-866-212-

I’m very sorry that it wasn’t clear that you wished to have OEM/dealer glass installed in your Subaru CrosstrekThe vast majority of the glass that we install is OEE (original equipment equivalent) glass that meets the same Federal Motor Vehicle standards that the OEM glass doesIf a
customer requests OEM/dealer glass it must be ordered and there is usually a significantly higher price and it will delay the replacement pending receipt of the parts. I did check with our Safelite location in Durham, NC and verified that we do have the OEM glass on order from a Subaru dealerAt this time, the estimated lead time is 7-daysAs soon as the part is received you will be contacted to schedule a time for us to install itIt is our understanding that you are aware that there is a significant difference in the cost of the glass and you are prepared to pay that when we install the windshieldIf you have any additional questions or concerns, please feel free to contact the shop directly or our Executive Service team at ###-###-####

Dear Mr***,I’m very sorry that you had water leaking into your Mini Cooper which apparently caused damage to your rear view mirrorIf you could assist with some additional information, we will be able to address your concerns appropriatelyThis is a timeline of events based on our
records. 10-3- We performed a windshield replacement on your vehicle 10-11-17 We were notified of a water leak and some parts broken during the installation 10-27-17 We replaced the windshield again under warranty and replaced a damaged partThere are no notes regarding possible damage to the rear view mirrorHad the windshield been the source of the leak, installing a new windshield should have corrected the issue 11-10-17 We were notified that you were still experiencing a water leakIn addition, you advised that your key fob wasn’t workingAgain, there was no indication of an issue with the rear view mirror 11-13-17 The vehicle was brought into your local Safelite location for another warranty appointmentAt that time, it was determined that the leak wasn’t from the windshield but from the roof moldingThere is no indication that any repairs were made at this appointment, only that we diagnosed the source of the water leakNothing is on record regarding the rear view mirror. 1-10-18 Our Customer Care team was contacted again and the call was referred to the Safelite manager for handling 1-11-18 We were again contacted and we were advised that you were seeking reimbursement for the replacement of your rear view mirrorYour contact information was provided to the Operations Manager to follow up.If you could provide the additional information requested below, we will be able to fully understand the facts and determine how best to proceed.Has the water leak been corrected? If so, what action or repair allowed that to occur and when was that done? Did the dealer provide any documentation stating that the windshield was the source of the water leak? Could you please provide a copy of the paid receipt for the rear view mirror repair that includes the cause of the damage?We appreciate your assistance in understanding and resolving the issue

Good Morning ***,We had already been working with this consumer before this complaint was filed with the Revdex.comWe have already issued a $check as a courtesy due to the issuesAlso, she has the shop manager's information and he is expecting her to contact him next week to reschedule the
appointmentIt was our understanding that we had already resolved this to her satisfactionWe spoke to the customer on September 15th and the check was mailed on September 16th. Thank You, Nancy S*** Safelite Executive Service team

It was told to me that if the recalibration that the technician performed did not work that Safelite would come back and do it again for free or that my dealership would do it for freeHad this been told to me I would not have chosen safeliteIt is poor business practice and I will make sure to deter as many people as I can from using this business as it misleads its customersI still have not received a call from a manager that I was told would happen a week agoPoor customer service

Dear Mr***,
I’m very sorry to hear that you believe that Safelite is responsible for some damage to the roof of your Pontiac FirebirdIn reviewing our records, we do show that there was pre-existing damage to your vehicle and it was documented on the pre-inspection reportThe
technician took pictures of the damage as wellAttached is a picture taken of the roof of your vehicle that shows pre-existing damage
We did take responsibility for damage to the headliner of your vehicle but the scratches were already on the vehicle before the work was startedAlso, the locations of the scratches are not consistent with any damage that could have been caused by our technician during the removal of the damaged windshield or the installation of the new windshield
Again, I apologize for the damage to the headliner of your vehicleWe have already taken care of that issueWe are not accepting responsibility for any other damage to your vehicleIf you have additional questions or concerns, please feel free to contact our Executive Service team at 1-866-212-