Aloha Pools & Spas of Paducah

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!

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 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

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

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

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,
*** ***

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

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

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 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 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 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’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

Our location completed repairs and returned Ms*** vehicle to her Monday September 14th We certainly apologize that it took multiple attempts to correct this problem

Dear Mr***,Thank you for the update on this issueThere was no way to know that the OEM glass was required until the camera couldn’t be recalibratedYour vehicle is not one that we have determined by past experience always requires OEM glassThe claim was taken by a *** representative and their guidelines based on your insurance policy pointed to aftermarket being of “like kind and quality” as the OEM glass.I’m sure that *** will be in touch with Safelite after the evaluation is completedI assure you, if it is determined that we damaged the camera system, Safelite will cover the cost of repairs under our warrantyI do apologize that this is taking so long to diagnose and resolveI’m sure this has caused you great frustration and inconvenience, which is regrettableOnce the results of the evaluation are made available, we can move forward in the most appropriate manner

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 reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to meI have attached the preliminary estimate from Lexus of Tampa Bay. The repairs are scheduled for 06/21/

The safe-lite shop in Salisbury Maryland refused to do the work and Safe-lite made me use a third party shop they paid for the work but the windshield is in slightly uneven I wanted safe lite in Salisbury Maryland to do the work not a third party so this would not have happenedI explained to them numerous times that I wanted safe-lite to do the work but I was told the only way that it would be completed was through a third party and that safe lite in Maryland refused to touch my car again they basically are refusing warranty serviceI believe this is businesses discrimination and refusing warranty service and sending me elsewhere voids the warranties offered by safe-lite . Normally, (refusal of service) would only be warranted where the customer’s presence would somehow be distracting to the well being, to the safety, to the welfare of the other people in the business and the business itselfThey can’t arbitrarily refuse service to someone because the product was replaced on multiple occasions