Aloha Pools & Spas of Paducah

I am rejecting this response because: *** is not covering my claimThe Safelite technician at no point in time advised me to look over my vehicle or told me he didn't replace the hoodpins You pride this company to cover 100% of your worksmanship and it seems like advertizement If your company did not come out to "fix" my vehicle this would have never happened At this point I tryed to fix it the easiest way and my insurance no longer will cover the negligence of your company I would like the car repaired at no cost to me I'm not asking for anything beside this cost which would be incredibly larger if it involved another motorist If you are willing to work this out then I will settle this dispute If you can not settle this I will bring it to court, ive already contacted a lawyer if need be Lets resolve this in the easiest manner possible and just fix my vehicle
Regards,
*** ***

On May 02, I took my RX450h to your shop in McAllen TX to get a small crack,less than 3", in the windshield repairedYour agents filled 1/of the crack with solvent andleft the open end unfilledThis allowed the crack to continue to growBy May 09, itwas over 1" longer than on May 02, I called your shop and took it in that dayUponarriving I was repeatedly told I needed a new windshield and had been so advised on thefirst visitThis is untrueThe first visit on May I was greeted, asked to take a seat andadvised my car was readyIf there had been any doubt to your ability to fix a small crack Icertainly would NOT have allowed you to touch my carIt was only when I said I wastaking it to another glass shop your agent said "OK, I'll fix it"He fixed it alright, fixed it soit couldn't be fixed and had to be replacedHe more than doubled the crackI called youthe next day, May 10, 2016, and spoke with your agent Steve M***He called the shop inMcAllen and said he had been put on hold for over minutesApparently the shop didn'twant to talk to him eitherSteve called me back later and said the shop never would talk tohim but he had called the manager who was in San Antonio due to all the hail damage fromthe recent storm and the manager would call me tomorrowOmar called May 11, 2016asked me about my windshieldI related my story, see previous scenario, Omar said hewould get back to meLater I received an email from the Revdex.com, whom I had contacted, withan offer to give me $off a new windshieldIt didn't say anything about the type ormanufacture of the replacementI had no alternative but to reject this offerMy researchindicated a windshield for my car cost from $to $depending on manyoptionsThe next day May 12, 2016, Omar called me and said he would give me $125.00off a new windshieldWhen I pressed him for details he said the total would be $fora windshield with rain censor and heated windshield wipersI insisted I didn't have heatedwipers but I would double check and get back to him, After close inspection and a phonecall to my Lexus dealer I called Omar the morning of May 13, and told him I had rainsensor onlyOmar said he would check availability and get back with a new priceAbout2:00PM Abraham called and said they had the rain sensor only and would install it Monday.When I asked the new price Abraham said it was $When I questioned this priceAbraham only repeated they would install it Monday morningWhen I asked who was themanufacturer, and all other questions Abraham's answer was they would install it Monday.As I was aware there were cheaper windshields available and I could not verify what youragent wanted to put in my car I rejected the offer pending further clarificationIt has beenover two weeks and nothing from youI have had the windshield replaced by one of yourcompetitors.I feel your agents tried to take advantage of an eighty year old man who seemed an easytarget by not properly fixing an easily repairable crack and compounding the problem bynefarious actionsSeems your agent didn't want me to take it to another glass shop untilhe had rendered it beyond repair.I await your response

Revdex.com:
I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me if Safelite refunds the amount I paid of $immediatelyI am not interested in the other option they proposed

Dear Ms***,
I'm very sorry that there was damage to your Mazda CX-caused by our installation of a windshieldIn reviewing all the information, there was some concern over the cost of the repairsAfter the manager spoke to the body shop it was clear that the estimate was fair and
reasonableWe are submitting payment to *** *** Collision Center for the total amount of $today by credit cardOnce they receive the payment you will be able to schedule the repairs
Again, I apologize for the damage as well as the delay in approving the estimateIf you have any additional questions, please feel free to contact us at ###-###-####

Dear Mr**,I'm very sorry that you have water leaking into your Honda CivicWe were first notified of the issue in November We scheduled a mobile warranty appointment and we were unable to locate a leek due to the glass installationWe have record of several inshop appointments to
locate and correct any issues due to our installation but you didn't bring the vehicle in for the appointmentsWe would be happy to investigate the location of the water leaks but it must be done under controlled circumstances in a Safelite location.Please contact us at ###-###-#### to schedule a time to bring the vehicle in for a proper water test and pressure test of the sealsIf you can leave the vehicle for a day or even overnight, that would allow us plenty of time to do the testing

after rejecting a warranty claim that I made as a veteran auto mechanic, I pursued other possibilitiestrusting Safelite's competencyand expensed much time and financial resources resolve the AGGRAVATING wind noise. It was only after the weather molding falling off and showing Safelite, did they agree to specific performance I demanded a year earlier... When they FINALLY performed their advertised duty, Safelite damaged additional parts on my vehicle... Despite gross ineptitude & incompetence to timely resolve my concerns another years has lapsedcontinuing negligence to my property interestI have given Safelite FAR MORE than a benefit of doubt to perform timely, competently & efficientlyAND NOW remove them from further concern over the issue and simple will handle the matter myselfMy total damages that will be requested in court shall be in excess of $10,but not more than $15, The "buyout" presented to SL was to resolve the need to address this in court and expenses far more than out of court settlement requested.
Regards,
*** ***

THE LAST INSTALL WAS DONE ON 12-18-AND THE AGAIN THIS MONTH

Dear Ms***,I'm so sorry that you incurred a water leak after we replaced the windshield of your Acura MDXIn reviewing all the information, Safelite agrees that we should reimburse you for the installation and the work done by *** ***You will receive a release of liability to sign before we issue you a check in the amount of $The release will be emailed to you with instructions on how to email or fax it back to usOnce we receive the signed document, the check request will be processedPlease allow 10-business days to receive the check in the mailThe check will be mailed to the address listed on your Revdex.com complaint unless you indicate a different mailing address should be used.Again, I apologize for the issues and the inconvenience you have experiencedWe appreciate your business and your understandingIf you need additional assistance, please contact us at ###-###-####

Dear Mr***,I’m very sorry for the issues you’ve experienced since we replaced the windshield on your Honda Odyssey.I reached out to the Shop Manager and he authorized replacing the windshield and molding at no cost to you, as a courtesyPlease reach out to a member of our Customer Care
team at ###-###-####, to schedule an appointment

Dear Mr***,
I'm very sorry that you experienced a water leak and damage to your GMC pickup after we replaced the windshield and back glassOur records indicate that we did replace the windshield under warranty on December 31, I hope that has eliminated any further water leaks
The
next step would be for you to supply an estimate of the repairs needed for the water damageThat estimate would be submitted for review and approval by the local Safelite managerIf the repair estimate was approved in whole or in part, we would advise you to schedule the repairs and we would pay the vendor directly once the work was completedI do apologize if this part of the process wasn't clearly communicated to you
Once you have the repair estiamte you may submit it to Safelite directly or submit it through the Revdex.comIf you would like to submit it to Safelite, please give our Executive Srvice team a call at 1-866-212-and a representative will provide the fax number or email address for you to submit it
Again, I apologize for the troubleIt is our intention to bring this to a satisfactory resolution and correct anything our installation caused

Complaint: ***
I am rejecting this response because: I did receive the checks as Safelite discusssedThe reason that I rejected their response was to offer further comment that a truly customer-service oriented company would never have let this issue drag out and escalate to the degree that this one did requiring filing of complaints

DEAR MR***,
I'M VERY SORRY FOR THE DELAY IN RESPONDING TO YOUR MOST RECENT MESSAGE SUBMITTED TO THE RevDex.comAFTER REVIEWING YOUR ACCOUNT I SEE THAT THE BACK GLASS WAS REINSTALLED IN YOUR DODGE PICKUP ON JUNE 13TH AS A ONE TIME COURTESYYOU HAVE A
NATIONAL LIFETIME WARRANTYTHAT COVERS DEFECTS IN THE MATERIAL AND WORKMANSHIPTHE WARRANTY DOES NOT COVER NEW DAMAGE OR POINTS OF IMPACTI AGAIN WANT TO APOLOGIZE FOR THE INCONVENIENCE THIS MATTER HAS CAUSED TO YOU
IF YOU HAVE ANY QUESTIONS OR CONCERNS PLEASE FEEL FREE TO CONTACT OUR EXECUTIVE SERVICE TEAM AT###-###-####.
SAFELITE WE DO APPRECIATE YOUR BUSINESS AND LOOK FORWARD TO WORKING WITH YOU IN THE FUTURE

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

I am rejecting this response because: I appreciate your response, however I think you are not understanding our frustration here. We never requested original glass because we NEVER knew that nor were informed otherwise that you were quoting after market glass. We spoke to several representatives and not one said that this is for after market glass. The general public, your primary customer, is not privy to what OEM mean, I still don't knowAll we know is we call to get a quote for replacing the glass in our auto just as it was before, if you are going to be quoting after market glass then the consumer should be made aware of this. The way your representatives quote pricing is not forthright and is very misleading to the consumer. Had we known we were being quoted for after market glass in the beginning or if you would have it in your written quote or listed on your website then there would be no problem

I am waiting the days but I have been told it would be business days, business days and now business days before a check will arriveThis has been going on since since Jan 3, I have been dealing with this issue for over a monthThe refund amount is minimal and apparently is of no concern to themThey have no respect for my time or what I have had to go thought to obtain this refundNo apology or even the refund is going resolve this issueThey have lost me as a customer and I will make sure that everyone I know is aware of their business practicesThis is absolutely the worst company I have ever dealt with regarding a refundI have been lied to over and over again and there is absolutely no excuse

I’m very sorry that we weren’t able to replace the windshield on your Toyota Land CruiserThe issue of rust in the installation area is a very important but infrequent occurrenceOur contact center representatives follow a script and listing all the reasons we may not be able to complete an
installation is not part of that scriptThere are so many variables that the responsibility to explain any issues such as rust, falls to the technician that first inspects the vehicleI hope to be able to clarify why we weren’t able to perform the windshield replacement for you. It is standard practice for our technicians to perform a pre-inspection for the benefit of both Safelite and the customerAny existing damage is documented and pictures are taken prior to the technician beginning the workBecause our warranty covers both material defects and defects in our workmanship, if there is damage found after the installation that wasn’t on the pre-inspection Safelite would be responsible for fixing itI have attached the only pictures that the technician took of your vehicleI have requested that these pictures be deleted from the technicians phoneThe pictures only depict the areas of rust located in the installation area. If a technician sees visible rust in the windshield installation area, generally all work will stop at that timeVisible rust in the installation area is usually an indication of additional rust under the windshield and trim piecesIf the technician would remove the trim pieces and windshield and more rust was found, the old windshield could not be reinstalled nor would we be able to install a new windshieldThe customer would be left with a vehicle having no windshieldThe vehicle would not be able to be driven and would need to be towed to a body shop or collision center for professional rust removal and possible body work. A windshield can’t be installed over a rusted pinchweld, the part of the vehicle frame that the windshield sits inThe urethane that holds the windshield in place will not adhere properly to the rusted metalTherefore the installation would not be safeSafelite will not knowingly perform an installation that isn’t safeThe guidelines that Safelite uses to determine if the rust needs to be removed professionally are if there is rust that perforates the metal or if there is more than square inches of rust in the installation areaIf the rust is minor, we may be able to remove the rust and add primer to slow the progression in the futureAny procedure we perform would not completely eliminate the possibility of rust returning. If you would like to stop into your local Safelite location a manager would be able to view the vehicle and provide a second opinion as to whether a safe installation could be performed or not

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to meI want to thank Safelite Auto Glass for resolving the issue, I feel that was exceptional since I know that refunding the $is not their practiceI appreciate the fact that they listen to their customersI will let my friends and relatives know how great their customer service isI also know now, ahead of time, there is not always a cosmetic fix

Dear Ms***, I’m very sorry that we weren’t able to replace the windshield in your *** Accord due to body rust in the installation areaI understand your concern about the moldings or trim pieces not being reinstalledI want to assure you that the vehicle is still drivable
without those trim piecesWhat holds the windshield in place is the bead of urethane between the glass and the pinchweld of your vehicleThe trim pieces don’t hold the windshield in place nor do they prevent water from entering the vehicleThe moldings could not be reinstalled on your vehicle because of the age and the existence of rust would not allow for them to adhere properly Our technicians do try to identify potential areas of rust prior to beginning the workIn some cases, the rust isn’t visible until the moldings are removedI am including the portion of our warranty that applies to possible rustThe full warranty is available at the Safelite website.Safelite auto glass warranty exclusionsThis warranty does not cover leaks, stress cracks, or related damage in connection with installations to vehicles having damage or rust on the pinch weldSafelite will use commercially reasonable efforts to advise you of the existence of such damage or rust prior to removal of existing glass; however, it is often not possible to do thisIn these cases, Safelite is not responsible for any associated damageIn addition, damage not involving defective workmanship or materials is expressly excluded from coverage under this warrantyIn no event shall the manufacturer or vendor be liable for incidental or consequential damagesSome states do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to youThis Safelite auto glass warranty gives you specific legal rights and you may also have other rights, which vary from state to state.While this situation is unfortunate, it isn’t something that Safelite is responsible forThe vehicle is drivable even without the trim piecesThe trim pieces can’t be reattached due to the body rustBefore the windshield can be replaced and new moldings installed, the body rust needs to be addressed by a professional body shop or collision center

I am rejecting this response because: I did not get mobile warranty serviceThey denied me and told me I had to bring the car into a safelite facilityThis is have done in two different shopsOne on 6th Ave SouthAnd second is on rainier ave southI do not want to waste my time sitting around and they in return tell me I don't have a leak or keep pushing me away instead of actually fixing itYou cannot tell me I don't have a leak when every morning I have so much moisture and water coming inside the car.
Regards,
*** **

I am rejecting this response because: whoever claims to have viewed the pictures clearly cannot tell the difference between primer and bare metal! I am 100% sure your so called tech didn't use the proper tools for my van, and the fact that you vouch for your own tech because you were not there to witness anything he did and only assume, also means you are not fit to be a manager or whatever your title isI will also be going to other independent autoglass installers and get written statements from them and submit to the Revdex.comIf anyone would know by the looks of the damage they would If this continues, then I will keep digging, contacting KDKA and telling them about my experience, as well as all social media outlets including the pictures and written statements from the other glass installersI do hope we can reach some kind of agreement
Regards,
*** ***