Aloha Pools & Spas of Paducah

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,
*** ***

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,
*** ***

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

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 ###-###-####

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 *** ***,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

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: $

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

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

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 Ms***,I am sorry that you hadn’t received any contact about your Toyota Corolla prior to filing a complaint with the Revdex.com.The Operations Manager did reach out to you on January 3, to schedule an appointment to view your vehicleThe appointment was scheduled
for 9:30AM on Monday January 8thYou didn’t come to the location for the appointment and we didn’t hear from youWe would be happy to reschedule the appointmentYou may contact the Operations Manager at the direct phone number he provided to you.I have included the pre-inspection document that you signed and the pre and post inspection pictures that our technician tookIf you have any additional questions, please reach out to Russ directly or contact our Customer Care team at 1-866-212-

I’m very sorry that our attempt to repair the windshield damage on your Chevrolet Cruze cracked outWhile 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 process. Nor is there any way to predict
whether the repair will hold for day or yearsOur repair process is the most advanced in the industry and it is highly unlikely that the repair cracked out due to anything our technician did or didn't do in
I 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 policyWhen we replaced your windshield you did pay your $deductible in full
As a courtesy and to thank you for continuing to trust Safelite for your auto glass needs, we will be happy to refund your $deductible to youWe will need to verify your mailing address to send the checkOnce we receive that information, please allow 7-business days to receive it in the mail
Again, I apologize that the repair cracked out and a windshield replacement was necessaryWe do appreciate your business and look forward to hearing from you at ###-###-#### so we may confirm your mailing address

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 for any misunderstanding regarding the cost of the glass replacement on your Toyota FJ CruiserWhen an *** Adjuster is provided an estimate it is based on what the insurance company agrees to pay for the workIt doesn't reflect the retail or cash price
that anyone else would payThe adjuster shouldn't have advised you that the cash price would be $because he or she didn't request a cash priceRegrettably, your expectation of the pricing was provided by a non-Safelite associate and we can't accept responsibility for that error.At this time, you haven't paid Safelite for the replacement of your glassIf you would like to move forward with a glass claim, your responsibility would be limited to your $deductibleIf you don't want to continue with the claim, you would be responsible for the cash price minus a courtesy discount offered by the Safelite location of $the total estimated to be $We hope to reach a resolution soon and receive payment for our work.Please contact us at ###-###-#### 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

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 *** ***,
I’m very sorry to hear about the damage to the top of your BMW MFirst and foremost, Safelite will pay for repairing the dentI checked with the Safelite shop and they had no recommended repair shop to get an estimateWhat we would ask is that you provide us
with an estimate from the repair shop of your choiceOnce we receive the estimate, we will follow up with you on how the rest of the process goesThe estimate can be submitted via the Revdex.com, or by faxing to ###-###-#### and referencing this number: ***
The manager has been notified of the discrepancy regarding the timing of the pre-inspection and will address that with the technicianWe don’t consider a pre-inspection to be valid unless the time stamp indicates it was completed before the work was started
I apologize that there has been no communication from the field managementThe manager was on vacation and the ball was dropped on follow up with youThere is no good excuse for that and I am so sorryIf you have any additional questions or concerns, please feel free to contact a member of the 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