Aloha Pools & Spas of Paducah

Dear Mr***,
I’m so sorry for all the issues related to the windshield installation on your Jeep Liberty at the Safelite location in Commack, NYOur records show that you had a warranty appointment scheduled for Monday February 15, in our Bay Shore, NY location to replace the
moldings as well as addressing scratches in the windshield we installedA representative from our Executive Service team left a message for you to verify that everything has been resolved to your satisfaction
I regret that you weren’t treated as a valued customer by all Safelite associates you dealt withThe details of your experience have been provided to upper management and will be addressedWe do appreciate you, your business, and your feedback
Again, I apologize for the scratches on your moldings and the windshieldIn a conversation with the Safelite location that performed the warranty work, we were advised that everything went well during your appointment on February 15thIf you have additional questions or concerns, please feel free to contact us at ###-###-####

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 do apologize for the delay in getting the attached Release of Liability to youIf you could sign, date and return the release to us, we will issue the check for $Please allow 10-days to receive the check in the mail

Dear Ms***,
I’m very sorry to hear that the repair to the windshield of your Audi Qhas cracked outWe do provide a money back guarantee, so the amount you paid for the repair would be credited toward the replacement windshieldI apologize that you were given incorrect
informationThe $that you paid for the repair would be credited toward either the replacement cost of the windshield OR toward your comprehensive deductible if you chose to file a glass claimWe will make sure that the representative you spoke with is coached and advised of the correct procedure
Again, I apologize for the troubleIf you would like to schedule the windshield replacement, please feel free to give us a call at 1-800-800-or stop into your local Safelite location to schedule the workWe do appreciate your business and wish you all the best during the holiday season

I reviewed the response made by the business in reference to complaint ID ***, and find the response to be adequate for further investigation into the resolution process and repair of the vehicle. I am in process of getting the car looked at and an estimate for repairOnce a satisfactory repair has been performed I consider the case closed.

The business is inaccurate in their responceTheir lifetime warrenty states that you must report within days of discoveryI discovered the problem of the leak less than days agoThey mixed up the defroster and the leakThey further escalated the problem when their tech came out and replaced the glass but did further damage by damaging the washer fluid delivery both front and rearHe knew he had not repaired it properly because he left without getting a signature that the work had been performed properlyHe told no one he was leaving and just left leaving us with further damage to our carI have spoke to others who have had similar experiences with Safelite not taking responsibility for damagesWhy do they even have a lifetime warrenty if they will not honor it?

Dear Mr***,I am very sorry about the inconvenience you have incurred and that you did not receive any follow upI did read over your complaint and in order to make a determination we would need the invoice of the work from the dealership or body shop you usedCan you please provide
that to me or the name so I may contact them to get it? Thank you,Danielle D***

Dear Ms***,
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 *** *** *** 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 *** *** ***, 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 Mr***,I apologize that you weren't able to get the explanation for the price differenceI'll be happy to explain how the pricing was determined.Insurance providers such as USAA, provide the price they will pay to any glass provider when a claim is filedThat is the price you were quoted
when your insurance information was used.The lower price you were quoted, was the retail cash price provided to customers in your area for your vehicleThe cash price may be higher or lower than what your insurance company sets as the price for the installation.If you have any additional questions or concerns, please feel free to contact our Customer Care team at ###-###-####

Complaint: ***
I am rejecting this response because: This incident has been much more of an inconvenience to me, it has been somewhat of a hardship. I called many different companies for quotes who told me upfront that they could not fix our window due to it being a convertible. I was thrilled when I called your company & you indicated you could take care of it knowing it was a convertible. You provided me a price for it, a convertible was listed on all the email confirmations which I received, a convertible was mentioned in the several phone conversations I had with you and then you call me the day you were suppose to fix it (days later) to tell me that you cannot fix it because it was a convertible & refer me to a salvage yard? I just don't understand that. And then to offer to plastic wrap it for me so I wait around for over hours for you to come to my house to do that and you call me over hours later to tell me you can't do that because it is a convertible. You knew it was a convertible, why would you offer? If I just would of know that you couldn't fixed it from day one, I would have my car right now. Instead, I did find a trim & upholstery auto parts shop that can fix it but they have to order the window so it will be another 4-days before they will be able to fix it. So now, I have to go through the hardship of not having my vehicle for an additional 4-days and I will have to take another day off of work in order for this other company to fix it. As you can see, the result of your error has provided me with much more of an inconvenienceIt has cause me a hardship of missing a day's work and being without my vehicle for days. I feel your apology and offer of $does not make this situation right for the error which your company made and the hardship it has put me through

I am rejecting this response because: Your technician is not being truthful. While he did say that the crack might spread he never stated that Safelite would not be responsible for damages. If I went to a tire store with a small, slow leak and they sawed my tire in half, I don't think they would try to charge me for a new tire. This is unacceptable and further action will be taken if need be
Regards,
*** *** ***

The work was performed by safelite autoglass on my vehicle on August 16, They had a no show at an appointment on August 13, This is important because it forced me to be out of time at the time of the work The basis of their position is that they have pictures of
damages to the dashboard before the work Then, they are saying that the technician called me to inform me of the damage prior to starting the work This is the story the shop is telling the operations manager and corporate However, this story is totally untrueThe technician never mentioned the dashboard or pictures until after I called to complain of damage on August 30, And the damage went from a to a ten I will send you several pictures of before and after You also have my communication with the shop manager below.Date: Mon, Sep 12, at 1:PMSubject: Fwd: After Pictures supporting documents complaint 16-01559To: ***More support for damage afterwardAlso their was no preauthorization like the company claims because I was out of townThey missed the original appointment.*** *** ---------- Forwarded message ----------From: "*** ***" Date: Aug 30, 3:PMSubject: After PicturesTo:***Cc: MrL***These pictures show the vehicle I picked up todayThe drivers side of the dash did not have this big hole and broken pieces prior to the jobPlease call me at 317-8568.*** *** _____________________________________From: *** *** [mailto:***] Sent: Monday, September 12, 4:PMTo: ***Subject: Fwd: Sent from Snipping Tool claim #***Paperwork with damages that they supposedly discussed with me Nothing was discussed other than payment Dashboard pictures were only brought up when I mentioned damages on August 30, when I picked the truck up from the shop where repair took place Not at safelite but where my car was being inspected ***

Revdex.com:
I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me if Safelite refunds the amount I paid of $immediatelyI am not interested in the other option they proposed

I’m very sorry that you are having issues with the rain sensor and rear view mirror after we installed a new windshield on your Land Rover LRI do see that we replaced the rain sensor, part# LR014238, on May 20, If it isn’t functioning properly, that may be an indication that
it needs to be recalibrated
We would like to schedule a no cost warranty appointment with you to resolve any issues that you havePlease contact our Executive Service team at ###-###-#### to schedule the appointment

Dear Mr***, I’m very sorry for the issues you experienced after we replaced the windshield of your Ford EscapePlease consider this written confirmation that you owe no balance to Safelite AutoGlass and all collection activity regarding the $chargeback has endedSafelite is
absorbing the $balance in full. Again, I apologize for the inconvenience and frustration this has causedIf you need any additional assistance, please feel free to contact us at ###-###-####

I've spoken with the manager of the Nashville location multiple times and they were fully aware of the damage they causedThe leak didn't start happening until my windshield was replaced the first time by SafeliteI've provided video evidence of the water leaking through in between the first time they fixed it and the second time*** (the company that fixed my rear view mirror) couldn't tell how the rear view mirror got damaged since the windshield had already been replaced the correct waySafelite was fully aware of the damage they caused but are not responsible enough to fix itI just want to reimbursed for the repairs I had to pay for on account of Safelite's disregard, laziness and lack of awareness

Dear Ms***,I’m very sorry that you weren’t satisfied with the door glass replacement on your *** ImpalaI spoke with a representative to clarify some information about the installation.Mr*** dropped off your vehicle to SafeliteHe left his name and contact number with the
location as he was responsible for the damage and paymentBecause the door glass had shattered there was no way to tell prior to the work whether the glass was all the way up or notWhen our technician opened up the door panel, he discovered that the motor for the window was broken and completely inoperativeBecause of the broken motor, there is no way to move the glass up and down inside the doorThe door glass was installed on the rail that holds the glass in place exactly in the position it was when the vehicle arrivedThere was no way our technician could move the rail and the glass up or down.At that time Mr*** was contacted and advised of the broken motor and that the glass couldn’t be moved up or downHe advised our representative to go ahead and install the glass, he wasn’t concerned about the motor or the position of the glassOur technician completed the installation and crash-wrapped the glass to help keep out the elements since there was a gap of a few inches between the top of the glass and the door frame.When you and your son came to pick up the vehicle we attempted to explain everything to you but you were unsatisfied with the explanationI understand that the discussion did escalate because you weren’t satisfiedI apologize if any associate raised their voice inappropriatelyAs a courtesy, we offered to install the replacement motor for you if you purchased it and brought it into our shopYou weren’t satisfied with that either.It is regrettable that we didn’t have your contact information in order to let you know of the issues before the work was doneWe installed the glass and did everything we could to assist you with your concerns when you picked up the vehicleThe only way that the door glass can be brought to a fully upright position with no gap at the top is to replace the motor

Dear Ms***,I'm terribly sorry for the issues regarding the door glass replacement on your Nissan Sentra and the delay in providing the promised refundsI do see that as of August 25, we have credited all of the $that was promised back to your credit cardIf you have any additional concerns, please feel free to contact the Executive Service team at 1-866-212-Your patience and understanding is truly appreciated

Dear Mr***,I’m very sorry for all the issues you’ve experienced since we replaced the back slider on your Dodge pickup.First, I apologize that the request to refund the $back to your credit card fell through the cracksThe refund request was submitted long ago and never got
processedI have attached confirmation of the credit to your card and you should see the credit within 3-business days.The issue of the glass is a bit more complicatedThe glass we installed is an aftermarket partYou have requested only OEM glass to be installed and it has been on national backorder for nearly a yearTonie did offer to replace the glass with another aftermarket part which is the only one available, fix the water leak, and take care of the rear panel all under warranty and you declined.We don’t want you to have to deal with these issues for an indefinite period while we continue to wait for OEM glass which may or may not become availableWe would like to work toward a resolution so you may enjoy your truck againWhen discussing options with the field management they seem to be limitedThe first option being, have Safelite replace the glass with what is available now, fix the water leak, and have the rear panel repaired or replaced as neededAnother option would be, if you want to have another provider or the dealer fix the issues; you could get an estimate and provide it to us for reviewI assure you no Safelite associate is trying to avoid correcting the issuesWe have accepted liability for the water leak and the rear panel damageThe stumbling block is that the OEM glass that you want installed isn’t available and the available glass isn’t acceptable to youWe do look forward to hearing from you as to how you would like to move forwardPlease feel free to contact our Executive Service team at ###-###-#### regarding these issues

Dear Ms***,I'm so sorry for the damage to your Chrysler Town & Country after the work that we did in and Our records show that we did accept responsibility for the damages and agreed to pay for the repairsUnfortunately, We have no record of receiving estimates.If you
could please provide current estimates for the work needed, we can move forward with the process