Aloha Pools & Spas of Paducah

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 Ms***,I’m so sorry about the damage to your bracelet and vehicle after Safelite replaced the windshield.You have been working with our Executive Service team to reach a satisfactory resolution regarding all the issuesA check in the amount of $has already been requested as a
courtesy for the cost of the damaged bracelet and for getting your vehicle detailed.We will also be paying for the upholstery damageYou have agreed to provide an estimate of the repairs and we will proceed from thereYou may continue to work with the representative that has been assisting you in getting everything taken care of.If you have additional questions or concerns, please feel free to contact us at 1-866-212-

Dear Mr***,You may stop into any Safelite location during business hours to have a technician or manager look at the repaired areaYou would not need an appointment to have the work inspectedAs I stated previously, the fact that the repair held for years is a great indication that the repair was successfulRepairs are not necessarily a permanent fix, but an attempt to delay the need to completely replace the windshieldIf the shop indicates that the repair was not to the standards held by Safelite years ago, they will let you know how to proceedIf the repair is deemed to have been up to the standards, the windshield replacement would either require an insurance claim or the replacement would be out of pocket for youIf you have any additional question, please feel free to contact us at ###-###-####

I reviewed the response made by the business in reference to complaint ID 11851050, and find the resolution is satisfactory to me
Regards,
*** ***

Petty Officer ***,
I’m very sorry for the issues and delays that occurred after we installed a windshield on your BMW Our records show that we have an appointment scheduled for today, August 9th, to correct everything under warrantyThe technician is scheduled to arrive
sometime between noon and 2pm and he will contact you prior to his arrival
It is our expectation that after today’s appointment everything will be completed to your satisfactionAgain, I apologize for the delays in receiving parts and getting the appointment scheduledSafelite does appreciate your businessIf you have any additional concerns, please contact us at ###-###-####

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

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

HI!Yes, I never got anything from them (I'm sure they tried to contact me, but nothing came thru) I apologize!!Yes, my address is *** *** *** *** RdBucyrus, OH 44820That would be wonderful if you'd send...I will look thru my messages!!!Thank 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-

Dear Mr***,Thank you for your patience as our legal team was reviewing your concernsIt has been determined that it makes much more sense to resolve this than go back and forth about the language in the Release of Liability.Therefore, if you could please provide a copy of the original estimate we will send you a check for that amount without the need to sign a releaseI regret that any previous copy of the estimate was not saved in our system and I'm unable to view itOnce I receive the estimate, the check request will be submittedPlease allow 10-business days to receive the check once the estimate is receivedThe check will be mailed to the address list on your Revdex.com complaint unless you specify a different mailing addressIf you have any additional questions or concerns, please feel free to contact us at ###-###-####.

I received the signed Release of Liability from Mr***I have requested the check for him and he should receive it within 7-business daysI just wanted to bring you up to date.Have a great evening!

Dear Mr***,The response sent earlier today was in error.I have attached the original invoice for the windshield replacement performed on the vehicle that you purchasedThe original customer was *** Auto AuctionsThe warranty was provided to *** and is not transferrable to you with the purchase of the vehicle.Had we been able to inspect the vehicle and verify the existence of a water leak from the windshield prior to the work being performed by *** Motors, we may have been able to provide some assistance as a courtesyUnfortunately, we didn’t have that opportunityIn addition, the water leak was found to be caused by an issue with the fresh air intakeThe dealer sealed the connection between the duct and the air intake portA technician would not detach this when removing or installing a windshield.Because the warranty is not transferrable, Safelite didn’t have an opportunity to inspect the issue and the repair had nothing to do with the windshield; Safelite is denying your request to reimburse you for repairs made to your vehicle

Dear Mr***,I'm very sorry that you have damage to the windshield of your Toyota Yaris so soon after we replaced the windshieldI have spoken with our field management about the damage and I was provided with a picture of the damageThe manager has also been in contact with you about the
issueIt is very obvious from the picture that an object hit the windshield and damaged itThis isn't covered by our warrantyAs a courtesy, the manager offered you two optionsIf you don't want to file a claim with your insurance company, we will replace the windshield at a cost to you of only $The other option is to have you file a claim with your insurance company for the new damage and Safelite will absorb your deductibleYou would then pay nothing out of pocketIf you would like to accept either offer, please contact our Executive Service team at ###-###-#### or your local Safelite shop and we will be happy to schedule the replacement for you.It is regrettable that you have new damage so soon after your new windshield was installedWe appreciate your business and look forward to providing you with a new windshield soon

Dear Dr***,
I am sorry that our attempt to repair the windshield of your Mercedes Cwasn’t successfulAs our technician advised you before beginning the work, in a small percentage of cases, the damage could crack out during the repairSafelite is not responsible for that occurring and there is no way to accurately predict how the already damaged glass will react to the repair processThe root cause of the damage was the object that hit your windshield, not our attempt to repair it
As a courtesy, the quote you received for the replacement of your windshield included $in discountsThe best price we are able to offer for your windshield replacement is $If you would like to schedule the replacement, please contact our sales department at ###-###-#### and reference quote number ***
Again, I apologize that the repair attempt was not successfulIf you have any further questions, please feel free to contact our Executive Service team at ###-###-####

Dear Ms***,I understand your frustration about the damage to your windshield and your perception that this has not been handled correctly.You are correct, mistakes can happenTherefore, we do provide a nationwide lifetime warranty against material defects and our workmanshipThe ultimate decision about what is covered occurs after we have had a chance to inspect the damage and determine whether we are at fault.When the technician inspected the glass for impact points on March 30, 2017; he did find an impact point where it appears that the wiper arm smacked against the glass when the wiper blade was being replacedIf it had occurred while our technician was doing the installation, both he and you would have noticed it immediately on March 9, Our notes indicate that you advised us of the crack days after the windshield was replaced by SafeliteI verified information with the Safelite manager and I’m including his email response to me, below. We told her if *** installed the wipers they would be responsible for the windshield. It has been a while since I spoke to the customer, but I am pretty sure she said *** put the wipers on and it is obvious the wiper arm slapped the windshield without the wiper on it. The impact point of the break was directly under the wiper arm connection point. The glass is spider cracked along the bottom of the windshield from that point. The original technician even stated he didn’t have the wipers needed for the car and let the customer know they needed to be replaced.The break is very noticeable, and if the technician had done the damage during the install the customer would have noticed right awayRegarding the statement that the second technician wasn’t going to discredit the services of the previous technician, that was an appropriate response in that situationIt would be unprofessional for one Safelite associate to speak negatively about another associate to a customerAgain, I regret that you aren’t happy with our decisionWhen we are at fault for something, we take responsibility and make it rightIf there is evidence that something or someone else was responsible, we must respectfully deny responsibilityIn this case, We are respectfully denying your request to replace your windshield at no cost to you

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

Dear Mr ***,
I understand your frustration about having to replace the windshield on your BMW We did have contact with a representative from *** by the name of ***He is familiar with the the warranty and the possible outcomes of an attempt to repair a windshield*** called in on your behalf to see how we might be able to assist since you carry a $comprehensive deductibleAs a courtesy, we offered to absorb $of the deductible meaning you would be responsible for up to $for the windshield replacementWe were advised that you didn't find that acceptable
We reached out to the local management to see if anything additional could be done but haven't heard backWe will continue to follow up but at this time this is the most we can offerIf you would like to discuss this further, please feel free to reach out to the local Safelite shop or contact our Executive Service team at ###-###-####

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

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to meHave scheduled to install side moldings on 6/8/Will report if they don't install the moldings

Dear Mr***,Regarding the damage to the dash of your Dodge pickup, the basis for our denial of liability is that your dash was damaged beyond repair before our technician replaced the windshieldBased on the pictures taken prior to the technician beginning the work; there was severe damage, holes, cracks and the dash was in a brittle condition before the installationThe attached pictures indicate this damage which was likely caused by many years of sun exposureThis was also in the letter from our in-house legal counsel.Your analogy to a dent in your vehicle doesn't necessarily applyIf there is a dent in your vehicle and someone hits it and causes additional damage, the repair costs will increase and the responsible parties can be assessed a specific amount. Your dash was damaged beyond repair before the technician replaced your windshieldThe cost to replace your dash before we replaced the windshield is exactly the same as it is now, based on the pictures of the pre-existing damageAfter consulting with our legal department, our decision is not going to change regarding this issue