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Dear Mr***, I’m very sorry for the miscommunication regarding the availability and price of the replacement windshield for your Kia CadenzaBoth you and your insurance company provided the best information possible about the vehicle in order to assure the corre** windshield was
sele**ed and the most accurate price quotedEven with everyone’s best efforts, the part that was sele**ed was not availableThe only available part was the OEM glass and it comes with a higher price. When the windshield was replaced, Safelite absorbed $of your $dedu**ible and you paid $out of pocketI located an original quote of $from April 30, Safelite will honor your request to refund the difference between what you paid and what you were quotedYour request through the Revdex.com is for a refund of $You will receive a check for $in the next 7-business daysWe will mail the check to the address we have on file: *** *** **Richmond, VA ***. Again, I apologize for the issueWe do appreciate your business at SafeliteIf you have any additional questions, please feel free to conta** us at ***

Dear Mr***,
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 *** * *** ***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 MsK***, I'm very sorry for any misunderstanding about "promo codes"Your comprehensive deductible is part of the contract you have with your insurance companyTherefore, promo codes aren't able to be appliedAs you indicated, there is a disclaimer at the bottom of the Safelite page
stating: *Promo codes not valid on insurance claims or commercial/fleet servicesThe asterisk ties it to the promo code that shows an asterisk: W/Promo 20REP* I will forward your feedback about the "fine print" to the appropriate department for review. With all this being said, we will be refunding $to the credit card you provided for the serviceThis is as a courtesy onlyYour bank should return the funds to your account within 3-business days

he never said anything about the cowlI don't have any problem what so ever replacing the cowlYour technician stated that he would break the frame around my door in order to do the jobAnd I told him that the guy who replaced my windshield before did not have to do thatThe guy before only needed to replace the cowl because the cowl at that time was over 10yrs oldI know the cowls get damaged by the heat overtime and I had no problem replacing that if he were to break itBy swing you need to break my door frame is negligent and shows the carelessness and inexperience that the tech you sent to do the job. Further more, the manager who I initially called while the tech was at my home was very rude and extremely unprofessional to not just myself but my insurance company as wellIf you don't want to workbench customers then why work in customer service and be a manager at thatTerrible terrible very short experience with this companyNever again! I dodged a huge bullet telling your tech to leave my home before he got startedThere's no telling what he would have done and what his manager would have tried to cover up for him
Regards,
Marla Williams

Dear Ms***,
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

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,
*** ***

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 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

Dear Mr***,I’m very sorry to hear about the malfunctioning air bag module in your Ford FSafelite did replace the rear slider in the vehicle on March 6, in our Hasbrouck Heights, NJ locationThere would have been no reason for our technician to disconnect the vehicle’s battery
or disconnect the wiring for the side air bag module.A great deal of communication and research has taken place since you brought the issue to our attention and stated that you believed we caused itThe Safelite location did attempt to correct the issue when you brought the vehicle back in but it was beyond our expertiseThe store manager did advise you to take the vehicle to the Ford dealer and if it was determined that we caused the damage, we would pay for the repairsThere was no promise to pay for the repairs as we didn’t know what caused it.You took the truck to Quality Ford on March 10, The diagnostic showed that the Side curtain air bag module on the right side had shorted outThe dealer included that it was possibly due to static interferenceThere was no indication that it was related to our glass installationWe did however reach out to the dealership to get more details on what the damage was and how it might have occurredA Safelite representative advised you that she had just started her investigation and that she would keep in touch with you as things progressed.Our representative was able to speak with both the service advisor and the service manager at Quality Ford on March 16, In speaking with the service manager our representative inquired about how the module could have shorted outHe advised that the wiring was fine, the air bag itself was fine but something caused the module to short outThe service manager indicated that if the unit was “hit hard” the damage could have occurredAfter the dealerships physical inspection, that was eliminated as the causeThe only other thoughts he had were if the battery was disconnected or possibly static electricityHe was unable to state with any degree of certainty that the damage was caused by Safelite’s replacement of the back glass or even if it could have been caused by the glass being broken out.After that discussion, our representative reached out to the Operations Manager and the Store Manager to discuss whether we were responsible or notIt was determined that our technician would have no reason to disconnect the module or the battery to complete the glass installationTherefore we would not accept responsibility for the damageAn email was also sent to your insurance provider with our decision and the reasons on March 16, 2017.Your insurance company responded on March 17, that their claims department would be in touch with you about the issueThere was no indication that your insurance company disagreed with our decision or the reasons behind itWe haven’t received any information that contradicts what the dealer advised nor have we received any documentation indicating that our installation caused the module to short outWe must decline your request to pay for or compensate you for the repairs

Dear Mr***,Thank you for your patience in waiting for a reply regarding the cost of the windshield replacement for your FJ CruiserOur records show that the installation was performed on January 4, The shop had agreed to match the pricing at your request so a discount was added in the amount of $When the work was completed, we didn't need to replace the molding that was included in the original quoteYour final cost without the molding and the $additional discount was $Safelite appreciates your business and your understanding.

Dear Ms***,I’m very sorry that the door glass replacement on your Mercedes C300, was faultySafelite is accepting responsibility for the cost of having the glass and regulator replaced by *** Collision RepairWe have issued a check to you in the amount of $261.90, to
reimburse you for your out of pocket costIn addition, the Safelite store manager is working with you regarding the damage to the doorHe will be in touch with you regarding scheduling the repairs and Safelite will pay the body shop directly.Again, I apologize for your negative experience and the inconvenience it caused

Dear Mr***, I apologize for the confusion regarding the billing for the windshield replacement Safelite performed on your Ram PickupFrom our records and conversations with you and your insurance provider, the windshield was replaced as part of your insurance claim for hail damage
I’m sorry that you experienced this As a courtesy, you have been issued a refund check from Safelite in the amount of $The check number is *** and it was mailed on November 28, Please allow 7-business days to receive the checkOur notes indicate that you received an insurance payout directly for the claim that included the cost of aftermarket glassYour insurance provider advised you that because the only available glass was OEM at a higher cost, you would need to pay out of pocket for the higher amount and request reimbursement from your insurance companyYou weren’t happy with that and as a gesture of goodwill Safelite issued you the refund of $383.00. Safelite does appreciate your businessIf you have any additional questions or concerns, please feel free to contact us at ###-###-####

Revdex.com:
I reviewed the response made by the business in reference to complaint ID ***, and I have attached the photos from the mechanic in case they are needed, additionally I have attached the receipt information Safelite requestedAttached is the invoice I paid ***Auto for the wiper transmissionI had not purchased the new wiper blade yet, I put on an older oneSo I just now ordered the replacement RainX blade from ***It appears the same blade I lost is less expensive now at ***, that invoice is included as wellThat makes the total $+ $= $136.72.I appreciate the business' fast responseI always hate to file complaintsWith Safelite covering the $to replace the damaged parts I find the resolution is satisfactory to me. I had a windshield for another vehicle replaced years ago through this same shop with no problems. By Safelite making this issue right and honoring their warranty they have preserved a customer and will plan to continue to use them in the future

Dear Ms***,Thank you for confirming the information regarding the vehicleIn reviewing the notes, I see that you called to file a glass claim for the Volkswagen Jetta on May 5, At that time, the damage was described as being smaller that the size of a dollar billOur representative read scripting advising the windshield may be repairable and your insurance company will pay the cost of a repair in fullThe representative continued following the script and stated that if the repair process wasn’t successful or replacement was required, you would be responsible for your $deductibleThe representative reiterated that the deductible would only apply if the windshield required replacement and would be waived if it could be repairedA mobile appointment for a windshield repair was scheduled for May 11, between 8:00am and 12noon.On May 11, a technician was dispatched to attempt a repair on the windshieldBased on the technician’ inspection of the glass it was determined that the windshield was not repairable and would require replacementThe claim was changed to a full replacement reflecting your $deductibleThe balance would be billed to your insurance companyIn addition, a complimentary set of windshield wipers were added to the orderThe replacement appointment was scheduled for May 15, between 8:00am and noonWhen a local Safelite representative contacted you to confirm this appointment time and the change to replacement, you requested that the appointment be cancelled and it was.Within an hour of the change from repair to replacement you reached out to our contact center and stated that you thought the deductible would be waived for a windshield replacementA request was submitted to our Quality team and the original calls were pulled and reviewedThe results of that review are indicated in the first paragraph of this response and were documented in the work order notes on May 12, at 3:56pm eastern time.Based on the details we have on record, we must respectfully decline to reimburse you in the amount of $When the claim was filed, you were advised of the $deductible if a replacement was requiredOur technician determined that the windshield wasn’t repairable and you were contacted with that information

I'm very sorry to hear that you have a crack in the windshield of your Honda SI regret any misunderstanding or miscommunication about the damageIn speaking with the Safelite store manager it has been determined that there was no impact to the windshield that caused the damage
Therefore, we will be happy to replace it at no cost to you under warrantyA member of our Executive Service team attempted to reach you today to schedule an appointment but left a voicemail insteadPlease give us a call at ###-###-#### to schedule a no-cost replacement under warranty at your earliest convenienceSafelite appreciates your business

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

Dear Ms***,I'm very sorry about the issues with your wipers and the crack in the windshield of your Nissan SentraOur notes indicate that there is in impact point under the wipers that caused the damage to the glassThe technician believes that the wiper arm may have caused the damage if
it was accidentally dropped on the glass while cleaning it or while going through a high pressure car washBefore making a final determination about this issue, I want to get some clarification from the shop managerI apologize for the delay and appreciate your patience while I continue to gain insight into all the details

Dear Mr***,I’m very sorry that we weren’t able to complete the windshield replacement on your *** 240SX due to body rust and rust in the installation areaOur technicians attempt to identify the existence of rust before removing the moldings and windshield but that isn’t always
possibleIF the rust isn’t visible until the glass is removed, 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.As a courtesy, Safelite did set up a rental for you through Enterprise car rental but you chose not to pick up the vehicleBecause we were not responsible for the existence of the rust, we declined paying to have your vehicle towed to a body shop or collision centerWhile it was against our better judgment and against our own policies, we did put the old glass back on your vehicle so you would agree to remove it from our premises.From the details of the complaint filed with the Revdex.com, it sounds as though you had someone else replace the windshield of your vehicleI regret that we weren’t able to assist you with a safe installation, but I don’t know what settlement you are asking for from Safelite

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to meI called Safelight again and though I had to explain several more times that the amount that I previously paid for the repair should be applied to my deductible, Safelight was able to get it right this time.Technician Ross was great and so far I am pleased with windshield replacement