Aloha Pools & Spas of Paducah

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 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

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/

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

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***,
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

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

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 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 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

Dear Mr***,I want to assure you that Safelite does stand behind its work and our Nationwide Lifetime WarrantyIn a small percentage of the installations and repairs that our technicians perform a mistake is made, an accident happens or the customer just isn't happy with the workThat is why we provide a warranty and whenever we confirm that we caused an issue, we take care of itIn this case, the pictures taken don't indicate anything related to our installationThe suction mount was mounted to your driver side doorThere is no issue with the door itself, the issue is with the quarter panel/fenderAs the pictures show there is an area that is no longer properly aligned near the front driver's tire If there was any indication that we were responsible for this issue, we would step up and take care of the repairs

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

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 Mr***, I’m very sorry that you experienced a water leak and electrical damage after we replaced the windshield of your Freightliner Classic XL in December of The water leak was due to the original windshield
gasket that wasn’t replaced during the installationThe rubber gasket had dry-rotted and allowed water to enter the vehicleAs a courtesy, we agreed to install a new windshield and gasket at no cost to youWe also agreed to pay for the electrical damages We were contacted on August 1, about the electrical issuesThe shop you chose to do the electrical work would not provide an estimate of the damages until the windshield was replaced, which caused an initial delay of days as the replacement occurred on August 5, The second delay occurred when the shop you chose to do the repair work was closed down for vacation until August 9, We then received the estimate of repairsThe original estimated date of completion was August 13, The shop you chose took over a week longer than expected to complete the work and you were able to pick up your truck on August 22, This delay was in no part due to anything Safelite did or didn’t do. Regarding the truck’s down time, you requested that we compensate you for week and we agreed to that in the amount of $We did not and will not agree to pay for an additional week of down timeThe second week of down time was due to the repair shop taking more time than initially stated to compete the work

I’m very sorry to hear about the chip in your windshield installed by *** Auto GlassIn order to resolve your issue we will need some additional informationCould you please provide the receipt and a copy of the warranty provided by ***? Also, could you please provide the vehicle
year make and model along with the date the windshield replacement was done and what *** location did the work?
I apologize for any inconvenienceWhile *** Glass became part of Safelite Auto Glass in 2007, we have no records from work they did nor do we have any information on a lifetime chip repair warrantyAny documentation you have will assist us in resolving this for you

I'm very sorry for that damage that occurred during the windshield installation on your Honda AccordIn reviewing our notes, there was no mention of sending a check to you when the initial warranty file was createdIt is our general practice to pay the vendor directly for the work once we
receive the final invoiceWe have already spoken with the body shop that provided the approved estimate and they requested that we pay them by credit cardWe will be able to do that once the work is completed and we receive the final invoice
As a courtesy, we will be mailing you a refund check in the amount of $as you requested for the amount you paid for the installationPlease allow 7-business days to receive the check
Again, I apologize for negative experience you have had with SafeliteWe have already authorized the repairs to your vehicle and will pay the vendor once the work is completedIf you have any further questions, please contact our Executive Service team at 1-866-212-

Dear Lee Uy,
I’m very sorry that our attempt to repair the windshield damage on your Mitsubishi Outlander wasn’t successfulWhile 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 processIn a small number of repairs the damage may get larger and Safelite is not responsible for thatI 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 policy
In your case, your deductible is more than the cost of the windshield so the replacement would be out of pocket for youWe do understand your frustrationBecause your insurance company will waive your deductible if the windshield can be repaired successfully, you expected to have no out of pocket expenseNow you are facing the expense of a windshield replacementOur technician didn’t do anything wrong to cause the crack to get larger, therefore we are not able to provide a replacement at no cost to youWe would be happy to work with you to provide the best price possible for a windshield replacement from SafeliteFeel free to contact us at 1-800-800-
Again, I apologize that the repair attempt wasn’t successfulWe do appreciate your business and hope to be able to work with you and get a new windshield installed for you

In order to bring this issue to a satisfactory resolution Safelite has requested that an adjustor from an independent 3rd party view your vehicle and attempt to determine if Safelite is responsibleYou will not be charged anything for this impartial 3rd party adjustorSafelite will incur the expenseYou should receive contact within the next few days to set up a time for the adjustor to view your vehicleOnce the report is done you will receive a copy and Safelite will receive a copyRegardless of the outcome, Safelite will abide by the adjustor's determination
Please feel free to contact a member of our Executive Service Team at 1-866-212-with any questions or concerns

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