Aloha Pools & Spas of Paducah

I am rejecting this response because:I took the vehicle to the location as requested.? I spoke to Doug the Manager.? He looked at the windshield and pointed to a "chip" the size of a pin head and said that it was an impact from a rock and not covered by warranty.? I knew this was what he was going to say and did not choose to argue.? My contention is that it could also be a fault in the glass and not a rock impact.? It does not look like the circular rock chips you see in windshields.? I realize there is no need to pursue this further, in order to prove the crack in the windshield was not caused by a rock I would need to spend thousands of dollars on scientific analysis, which seems inappropriate for a $windshield.? Obviously the Safelite warranty just needs someone to say it was caused by an impact and then there is no warranty.? I am dissatisfied with Safelite and will not use them again Regards, [redacted]

Dear Mr [redacted] I'm very sorry for any misunderstanding regarding the cost of the glass replacement on your Toyota FJ CruiserWhen an [redacted] 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

Dear Ms [redacted] ?" ? I am very sorry for the damages that were caused to your Lexus GS due to the windshield being installedOur notes indicate that we are accepting responsibility for the damages and will pay for the repairs ? We request that you provide an estimate from the dealership; we will follow up with the next steps in the processIf you have any further questions or concerns please feel free to contact our Executive Service Team at ###-###-#### ? Safelite appreciates your business and look forward to getting this issue resolved

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 Mr [redacted] , I’m very sorry that we weren’t able to install the regulator and motor you supplied when we installed the back glass on your Toyota 4RunnerIn checking with the Safelite location that serviced your vehicle, I was advised that there was a nylon strap around the regulatorWhen our technician removed the nylon strap to attempt to install the part, the regulator cable immediately unwound from the spoolThe technician didn’t cut anything on the regulator itself, only the nylon strap that was part of the packaging keeping the cable in place Our technicians were unable to put the cable back on the spool and advised you that you would need to take it to the dealer to have it installedBecause the cable unwound immediately after the nylon strap was removed, we believe that the part was not in proper working order when it was provided to usAt this point there is no way to verify thatWe contacted the service advisor at the dealership you are working withWhile they can repair the part, it would not have a warranty from ToyotaAlso the motor assembly doesn't appear to have any damage and they should be able to install it for you As a courtesy, we would like to offer you reimbursement in the amount of $for the regulator that can't be used plus tax and shippingPlease contact our Executive Service team at 1-866-212-if you would like to accept this settlementWe would ask you to sign a Release of Liability before we send you a checkYou would still have a warranty for the glass installation done by Safelite as long as no other company removes the glass Again, I apologize that we were not able to install the parts for youAlthough we don't believe that our technician caused the damage to the regulator, we are able to extend this offer to you as a gesture of customer satisfaction

Dear Mr [redacted] ,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 Mr [redacted] , I’m very sorry that you weren’t able to get assistance in adding the $promo code to your order for a side mirror replacement for your Honda AccordI have spoken with the manager of the Safelite location in West Bend, WI and he will be happy to honor the $off promotionMy belief is that our scheduling system wouldn’t allow our representatives to enter or use the promo code on your orderTherefore you were advised that it couldn’t be used for the side mirror orderWe will use this as a training opportunity for our representatives to contact the Safelite shop and have the discount deducted manuallyWhile speaking with the manager in West Bend, he did advise that he has left messages for you this weekHe needs to speak with you and verify if you only need the glass or if you need the housing as well for the side mirrorIn his 2nd message he left his cell phone number for you to contact him directlyHe needs to speak with you to assure that he orders the correct part or partsAgain, I apologize that your request was met with confusion and misinformation from our representativesWe will be happy to honor the $off promo code once you speak with the Safelite manager and we are sure we are ordering exactly what is needed

Dear Ms [redacted] , I’m very sorry to hear that our attempt to repair the damage to the windshield of your Volkswagen Beetle wasn’t successfulOur records indicate that we replaced the windshield for you at a discounted price on July 2, Please contact our Executive Service team at ###-###-#### if you have any further concernsThank you so much and we do appreciate your business

Dear Mr***, ? I’m very sorry that our attempt to repair the windshield damage on your Lexus CT wasn’t successfulWhile we do have a very high success rate with our repairs, there is no way to determine with any degree of certainty how the already damaged glass will react to the repair processAs our technician advised you, in a small number of repairs the damage may get larger and Safelite is not responsible for thatYou authorized the repair attempt with the knowledge that in some cases the damage may get largerI have included a copy of the pre-authorization that Mrs [redacted] signed before the work was startedHad you decided that you didn’t want to take the risk on a repair, replacement would have been the only optionI have attached a copy of our warranty, which includes our money back guarantee for repairs ? There are several factors that play a role in completing a successful repairThese include but are not limited to: ? ·? ? ? ? ? ? ? ? The age of the damage ·? ? ? ? ? ? ? ? The size and location of the damage ·? ? ? ? ? ? ? ? Glass is an unpredictable and sensitive material ? Again, I apologize that the attempt to repair your windshield wasn’t successfulWhile Safelite does understand your frustration, we are not responsible for the already damaged windshield ultimately requiring replacementWe would be happy to work with you to provide the best possible price for the windshield replacementThe out of pocket amount you paid for the repair will be applied to the replacement costIf you have additional questions or concerns, please feel free to contact our Executive Service team at ###-###-####

I am rejecting this response because: the damage was done by Safelite AutoGlassAnd I don't feel like I should take a $lost for their mistake Regards, [redacted]

Dear Ms [redacted] ,I'm very sorry that the windshield we installed on your Volkswagen Jetta is cracking and the trim isn't flushWe do provide a nationwide lifetime warranty on the materials and our workmanship for as long as you own or lease the vehicle.Please reach out to our Customer Care team at 1-866-212-to schedule a no-cost warranty appointmentWe are available 8AM to 7PM EASTERN time Monday-FridayWe will be happy to assist you

Dear Ms [redacted] ? I’m very sorry about all the issues regarding the door glass replacement for your [redacted] CX-I also regret the inconvenience and discomfort you experienced when you had to take the vehicle into Safelite for warranty work ? Our records show that the most recent warranty appointment occurred on June 14, If the issue with the door locks wasn’t resolved at that time, please contact our Executive Service Team at ###-###-####In addition, as a courtesy, we are sending you a check in the amount of $The check was requested on June 14, It generally takes about 7-business days to receive the check in the mail ? Again, I apologize for your negative experienceThis is not what we want for our customers and we will use your feedback to improve in the futureSafelite does appreciate your business

Dear Mr [redacted] , I’m very sorry that the paint on the roof of your Honda Odyssey was damaged after the windshield installation we did in April of Our records show that we issued you a check in the amount of $on August 20, and the check was cashed on August 25, That amount was paid as a settlement for paint damage to the roof of your vehicleIt is our understanding that you accepted the $with the understanding that this particular issue would now be closedYou do still have a warranty with Safelite for the original windshield as long as you own the vehicle Again, I apologize for the damageIf you have any additional questions or concerns, please call our Executive Service team at 1- [redacted]

Dear Ms [redacted] , I’m sorry for the delay in responding to your most recent correspondence through the Revdex.comI have been working with our Field management team to come to a fair resolution of the issues with your Chevrolet Traverse The warranty we provide does specify that we need to be notified within days of the customer noticing a potential warranty issueThe windshield installation was done in September of and we were notified of the issues on March 2, Had we been contacted during that time period, we would have been happy to schedule a no-cost warranty appointment to inspect the vehicle and test for any windshield leaksTherefore, we will pay for or reimburse you for any work that was performed after March 2, Because [redacted] removed and resealed the windshield, you would not have any future warranty with SafeliteIf you could submit any estimates or receipts for damages or work done, including the work done by [redacted] ***, we will pay those amountsWe would need to have you sign a Release of Liability indicating that you agree to the total amount and that you will have no further warranty with Safelite Auto Glass Although, we stand behind our initial statement that the issue was likely not due to our installation; we do want to address your concerns and bring this to a fair resolutionOur technician did a proper test for any indication of leaking and found noneSafelite does care about the well-being and safety of our customersPlease feel free to contact our Executive Service team at 1-866-212-to discuss this further or to obtain the email or fax number to send any estimates or receipts

Dear Ms [redacted] ,? It was our understanding that during your conversation with the District Manager on July 23rd, the reasons for the denial of your request to reimburse you for the cost of repairs were clearly explained, understood, and accepted by youI do apologize if that wasn't the case.? Safelite does provide a warranty for the materials and our workmanship to our customersOur customer of record for the windshield work on the GMC Acadia is AutoNationI understand your need to have repairs done quickly due to the weather conditionsOnce there was an indication that it may not have been wear and tear, we should have had the opportunity to view the issue before anything was done.? The receipts you included show the blower motor was replaced on July 10th and the cowl was replaced on July 23rdDuring that time neither AutoNation nor Safelite were contacted about the issuesWe weren't given the opportunity to inspect the vehicle to determine if we were responsible for any damagesThe receipts don't indicate whether the cowl was warped due to wear and tear or due to our workmanshipOur technician did indicate on the pre inspection report dated February 23, that the cowl/molding was warped.? We could certainly have a manager look at the cowl that the dealer removedThat would need to be scheduled at your local Safelite locationAt this time, we are still declining your request to reimburse you for the repairs

Complaint: [redacted] I am rejecting this response because:? I am rejecting this answer because based on the pictures, technicians expertise and the original safelite technician who performed an incomplete test, and who would not take out the windshield since it would then be his responsibility.? Also, in fixing the problem ( so far so good), the Chevrolet technicians did not correct any body sealsif it had been a body seal, that would have been done.? The window technician did have to reseal the window where it was not sealed AT ALL.? Safelite can stand behind that Chevrolet Technical Service Bulletin? and say? it was not their fault, but I disagree based on the above as well as past correspondence.? I would like to thank you Revdex.com for your help in trying to resolve this issue.? Please make sure that my complaint records lack of satisfaction with response, not? lack of? response.? I do plan on printing out all the back and forth correspondence between Safelite and myself, to be used for further action.?

Dear Ms [redacted] , I’m very sorry for the difficulty scheduling the windshield replacement for your Mercedes ML I do show that we were able to install the windshield as you requested Monday August 8th in the morningIn addition, Safelite did absorb your $deductible as a courtesy I also show that we scheduled a warranty appointment for August 10th due to air noiseI hope that we were able to correct thatIf you are still having issues, please feel free to contact our Executive Service team at ###-###-####Safelite does appreciate your business

Dear Mr [redacted] , I’m sorry that our previous response wasn’t satisfactoryPlease be assured that it isn’t to any technician’s benefit to bring an incorrect part for a customerThe parts are selected based on what the work order shows and are staged for the technician by another Safelite associate for loading into his or her truckThe technician will compare the part number on the work order to what is being loaded and if they match the technician will assume that everything is correct based on the paperwork While checking through the history of parts selected on your work order, we failed to select the correct part for each appointment that was scheduled; based on the correct part number that was finally installed by [redacted] ***I can’t apologize enough for the errors, inconvenience and frustration this caused you I understand your frustration about the lack of communication when the technician wasn’t going to be able to come out to do the installationRegardless of whether rain was the cause or not, there is no excuse for not contacting the customer nor is it acceptable for any associate to speak rudely to a customerAgain, I apologize that you had such a poor experienceWe do appreciate your feedback and will use it to help us on our journey to continuously improve our processes and delight our customers

Dear Mr [redacted] ,? I would like to apologize for the issues you have experienced relating to the windshield replacement on your Toyota PriusIn reviewing all the information, I found that nearly every issue has already been resolved to your satisfactionSafelite previously paid AutoNation for the replacement of your dash pad and the removal of the glass shards that fell into your air conditioning duct work and evaporator boxIncluded in that paid invoice was the tint strip, a component that is no longer available from the manufacturer, and the cost of a rental vehicle for daysI have included a copy of the final invoice that we have already paid.? On October 25, a Safelite technician went out to take care of an issue regarding the moldings and installation of the windshieldHe was able to complete the work without damaging the new windshield or the tint stripThe technician offered to vacuum the remaining glass from the vehicle but you had already made arrangements to have the dealership detail the interior to remove the remaining glassSafelite will reimburse you for the interior detailing once we receive a paid receiptUnfortunately, professional detailing is the only way to remove all of the glass from the vehicleOur technicians remove as much glass as possible when performing an installation, but sometimes due to the nature of broken glass, it is not easy to collect every pieceI do apologize for any injuries that you or your passengers have received from the broken glass.? You have requested that Safelite assume responsibility for any future glass removal and that we cover medical bills for any future injuries related to glass that remains inside the vehicleWe are more than willing to reimburse you for the cost of the detailing job and glass removal as indicated aboveIf you aren’t satisfied with the work of the dealership performing the detailing, that would be something you should address with the dealershipIf any future issues arise relating to the installation, we would be happy to address them at the appropriate time? Again, I apologize for the inconvenience and frustration you have experiencedSafelite does appreciate your business and will process the reimbursement as soon as we receive a paid receipt for the detailing

I'm very sorry to hear about these issuesI was unable to locate the work order with the information providedCould you please provide the work order number; the phone number that was provided at the time of scheduling; the vehicle year, make and model; and the customer name listed on the work order? This information will allow us to assist you with your concerns