Aloha Pools & Spas of Paducah

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

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 ###-###-####

I am rejecting this response because:you have not addressed all my complaintsFirst of all your tech made no measurements to verify any of your stipulations, SECOND he violated my privacy inside my private residence by taking pics with no permissionI know it's posted in the Revdex.com message that I wanted the window replaced, but I no longer want your business, and everyone I know will hear about how poorly developed your customer policies areTo resolve my problem you would have to make it known to your potential Michigan customers that you will not replace windows if there is any rust near the window because that's the reason your tech gave me, and he never made measurements to satisfy my complaintYour technician was unqualified, and I would like to know how you are going to resolve my concerns over the images he took without my permission with his phone?Regards, *** ***

I reviewed the response made by the business in reference to complaint ID *** and find the resolution is almost satisfactory to meI will not close this complaint until I take car to *** next week to check damage I need to know who I bill it to
Regards,
*** ***

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

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

I am rejecting this response because: it really doesn't matter how much time passed, the damage is as clear as your employees are incompetent., I am done wasting my time here with this, I personally sent *** another email with pics, and I will also use these in small claims court and on social media and when I submit this to KDKA on the local newsI don't think you understand, that I have other safelite videos and complaints about your people damaging their vehicles as well, it's not unheard of, and it happens in all aspects of maintenance, unfortunately you are not willing to stand by your own warranty, and this is why I will be filing a lawsuit in small claims court against youI will also document everything we have spoke about and post online for all of the viewing public to see what kind of company you run!See you in court!! BTW, here is just a sample of what evidence I will be using for everything! PS I also did find a spot of rust on the drivers side pillar, just like Ken stated there would beSo in fact there is your proof that you would hope you would see!! This is also in the picture

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

Dear Mr***,I’m very sorry to hear that water is or was leaking into your *** CPickupIn reviewing the notes regarding the issues, there was also an issue with the moldingsI do see that we replaced the moldings for you under warranty on May 15, 2017.Upon inspection, it was
determined that our windshield installation wasn’t the cause of the water leaking into your truckThe water is coming in around the doors because they are not fitting properlyThe doors are “hanging” on the hinges and there isn’t a tight sealTherefore, water is getting into the truckThe store manager, assistant store manager, and the operations manager have all been involved in reviewing the details of your request and are all in agreement that our work didn’t cause the leakTherefore, we must decline your request to pay for any damages related to the water leak.Again, I regret the issues that you have been experiencingWe have rectified the issue with the moldings under warranty but we’re not responsible for any other damagesIf you have any additional questions, please feel free to contact the local Safelite shop directly, or our Executive Service team at ***

Dear Mr***,Our check number *** in the amount of $was issued to you on May 24, and mailed out the same dayYou should receive the check in 7-business days

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me
* I want my car fixed and have this going to court they will be served soon about this

I am rejecting this response because: It is an insult, as I said in my previous message, never mind, forget it $doesn't cover a portion of the time I wasted on this, furthermore I don't want anyone at Safelite to have my address. As far as I'm concerned consider this matter closed There is no need for any further correspondence I wish I never would have heard the name Safelite
*** ***

Dear Ms***,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

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 Mr***, 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

Hello: I want to continue with my complaint because I don't want other individual will go through what I went through with SafeliteThey didn't tell me ahead of time that by fixing the small crack may lead to a bigger problemSo, what's the use of repair? years ago, I have one of my car have a windshield chip and Safelite repaired with no problem and I don't need to replace the whole windshieldThey need to be more careful and responsible.

Dear Mr***,
I regret that your experiences with Safelite have left you feeling disrespected and unhappyI want to assure you that the feedback you provided is reviewed by members of management for training opportunities at all levels
Again, a chip in the windshield will not completely void the warranty you have with SafeliteWhile it is considered new damage and not something that is covered by the warranty, you do still have a warranty for material defects and our workmanshipIf you have any warranty issues that need to be corrected, please contact our team of experts at ###-###-#### for assistance in scheduling a no cost appointment
As a gesture of courtesy, Safelite would like to offer you a partial refund of $that will be credited back to the credit card you used to pay for the initial serviceIt will take about 5-business days for the credit to reflect on your accountSafelite does appreciate your business and your feedbackWe can only improve if we know how we have fallen short

Dear Ms***,
I’m so sorry about the damages to your Volkswagen Passat during the windshield replacementI understand that communication from Safelite was lacking regarding your concernsIn reviewing your file, I do see that we have refunded the entire amount you paid for the windshield
installationA check in the amount of $was sent to you by overnight delivery and you should have received it on September 1,
Again, I apologize for the frustration and inconvenience you experiencedIf you have any additional concerns, please feel free to contact our Executive Service team at 1-866-212-54**

Dear Mr***,
I’m very sorry that there is a crack in the windshield that we installed in your Toyota Tundra on November 27, I’m also sorry to hear about the negative experience you had when you brought the vehicle into our Frisco, CO locationYou are a valued customer and what
happened is not typical of the service we provide
On February 8, a member of our Executive Service team left a message for you stating that we are going to replace the windshield at no cost to you at our Quincy Shores locationWhen it is convenient for you, please contact that location directly or the Executive Service team at 1-866-212-to schedule a no-cost warranty replacement
Again, I apologize for the issuesWe look forward to the opportunity to make this right and install a brand new windshield for you

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to meI will revisit this complaint shall the credit card refund not post in my banking activity.
Thank you,
*** ***