Aloha Pools & Spas of Paducah

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 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 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 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 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, *** ***

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

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

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

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 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’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

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.

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
*** ***

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,
*** ***

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***,
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 Mr***, I’m very sorry for the A-pillar damage that occurred during the windshield replacement on your Volkswagen PassatSafelite does provide a nationwide lifetime warranty on the materials and our workmanship for as long as you own the vehicleTherefore, this is something we
can take care of at no cost to youWe have already ordered and received the replacement part and we are prepared to install it for you. I understand your frustration when you were notified that the original installing technician was assigned to install the replacement moldingYou had already advised us that you wanted a different technician to come outIt is my understanding that the store manager offered to retrieve the part from the technician and he would install it himself or have a different technician install itI’m not clear on whether that met with your approval or notWe would ask that we have the opportunity to install the needed part at your convenienceRest assured that the original installing technician would not be assigned to do the warranty work for you. As a courtesy, we can absolutely honor your request to refund your $deductible to youOur records show that you paid with a VISA card and we will credit the amount back to that cardPlease allow 5-business days for the funds to appear in your account. Again, I apologize for the damaged molding and the subsequent issuesWe would like to resolve this by installing the replacement part that we already have availableIf you have any additional questions or concerns, please feel free to contact our Executive Service team at ***

I’m very sorry about the faulty glass and delays in getting the rain sensor for your Volkswagen CCI contacted the Safelite location in Byron Center, MI and confirmed that the rain sensor arrived todayIf you haven’t already, you should receive a call to schedule a time for us to install
the part
As a courtesy and because of the inconvenience and frustration you were caused, we would like to refund the amount you paid for the original windshield installation back to the credit card you provided at the time of serviceThe refund request will be submitted todayPlease allow 5-business days for the $to be credited to your account
Again, I apologize for the issues you experiencedI assure you this is not the norm at SafeliteWe do appreciate your business and thank you for bringing this service failure to our attentionIf you have any other questions or concerns, please feel free to contact our Executive Service team at ###-###-####

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,
*** ***