Aloha Pools & Spas of Paducah

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to meThough the process was quite a hassle, the result I wanted has occurred.Regards,? *** ***

Dear Mr***,I'm very sorry to hear that you had to pay for repairs after you purchased a vehicle in JulyBecause I have no specific information to locate the installation nor do I have any vehicle information, I can only respond in general termsIf you could provide the vehicle information
including the VIN, I can address your concerns more specifically.The reason that Safelite is denying your request to reimburse you for repairs is primarily because our warranty is not transferrableOnce the vehicle was sold, the warranty terminated.Again, if you would like more details, I will need the vehicle information including the VIN.?

Dear Ms***,I'm sorry for the issues you had related to water getting into your vehicle.I've been in contact with our field management team about the work we performed on your GMC Acadia.I understand that our District Manager spoke to you on July 23rdIn that conversation he explained
to you that we would not be reimbursing you for the repairs done by Century Chevrolet.This is due to a couple of thingsWe did the initial work for AutoNation and our warranty would carry a little bit as a professional courtesy to AutoNationHowever you took the vehicle to a different dealershipIn addition, the repairs were completed without notifying us or AutoNation so we weren't able to look at the vehicle before the repairs were completed

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me
Regards,
*** *** ***

I am rejecting this response because:the technician came out for one repair, cracked my windshield more did a second repair which did not work, after he had damaged it furtherIt's like your giving your technician an out for breaking my property, and in turn costing me money out of pocket when I could have left the chip in the windshield as is and not had issuesYou don't seem to see the problem, if I have a crack in my windshield and the repair failed, fine the next step would be to replaceIf I have a chip, then your technician cracks it during the repair, I should not be responsible for replacement of said propertyHe broke my property.The fact that your company can't take ownership of your technicians error is rediculous, and poor customer serviceThe crack, size of a dime, turned into a inch spiderweb, and is now somehow my fault? I will be pursuing legal action against you company
Extremely pissed off,
*** ***

I reviewed the response made by the business in reference to complaint ID ***, and find the responses very satisfactoryNancy Steen was the contact person and she was very helpful? I'm very happy that she decided to replace my window free of charge

The rust didn't extend into the pinch weld so the reason listed wasn't sufficientIt was at the seal but not underneath the sealFurthermore, I never gave the technician permission to take pic, and he was inside my personal residenceThirdly, you guys sent me soliciting emails for months to replace the window, but never stated once that you were any reasons not to replace it.you are also the only window company nearby that will not replace it.? Complaint: ***? I am rejecting this response because:Regards,? *** ***

Consumer provided additional comment and documentation

Dear Mr***,I’m so sorry that the repair we attempted on the windshield of your Nissan Frontier 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 processOur technicians
receive the best training in the auto glass industry and perform each repair to the best of their abilityThe outcome of a repair is affected by many factors, including but not limited to:? ? ? ? ? ? ? ? ? ? ? - The age of the damage? ? ? ? ? ? ? ? ? ? ? - The size and location of the damage on the windshield? ? ? ? ? ? ? ? ? ? ? - Glass is a sensitive and unpredictable material? Our chip repairs are done to preserve the structural integrity of the glass and not for cosmetic purposesIf the repair fails i.estarts to crack out further or is not visibly pleasing; Safelite offers a money back guarantee where we will credit the cost of the repair toward the replacement of a new windshield; however your deductible or out of pocket cost would applyUnder the terms of the warranty you purchased when you bought the vehicle, the warranty company will only pay for repairsReplacements would either be out of pocket for you or subject to your auto insurance comprehensive deductibleThe specific wording of the money back guarantee is included below.We are respectfully denying your request to pay for the replacement of your windshield by another glass provider.Windshield repair warrantyThe repair process involves the injection of special adhesives into the damaged part of the glassThe degree of success of each repair is a function of several variablesThe best results are obtained when the damage is recent, the point of impact small, the cracks around the damaged area are small, and there is not moisture or other foreign matter in the damaged area.In some cases, the attempt to repair a windshield can result in the chip or crack becoming larger, and we are not responsible for such damage.? Our windshield warranty works as such: if you are dissatisfied with the repair, we will credit the cost of repair toward replacementIf your insurance company paid for the repair, the insurance company will receive credit.? We guarantee that the repaired portion of the windshield will not crack further and that the repair will pass any state vehicle inspection, or we will credit the cost of repair toward replacement.? This windshield warranty applies as long as you own or lease the vehicle on which the repair was made and is not transferable.?

I'm very sorry to hear about these issuesI was unable to locate the work order with the information providedCould you please provide the work order number; the phone number that was provided at the time of scheduling; the vehicle year, make and model; and the customer name listed on the work
order?? This information will allow us to assist you with? your concerns

Complaint: ***
I am rejecting this
response because:? I reached out to a Nancy S*** at Safelite's Customer Service and told her the amounts were incorrect.? I gave her the new total and didn't get a response.? I am attaching the email and document that I sent her.? I want to be paid the full amount for the damages including taxes.To:S***, Nancy?May? ?at ?2?:?57? ?PMHi Nancy:Thanks for the email but you left the tax and the other item that was damaged:? Replace RLS sensor assembly with new perform calibration which was 458.72.? ? I-Drive + tax is RLS Sensor + tax 498.67So the total damage to my vehicle would be $4190.21.? ? I have attached the information from BMW for reference.? I will sign once the amount is corrected.? If you have any questions please feel free to call me.? Or you can call BMW directly and talk to Vince A***.? ###-###-####.Thanks *** ***
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response.? If you wish, you may update it before sending it.]
Revdex.com:
I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to meThank you for taking responsibility for this and for Remedying the situation as best you can.?
Regards,
*** ***

Dear Ms***,I’m very sorry to hear of these issuesI will need some additional information in order to locate the work that Safelite did for you and assist you furtherCould you please provide the original work order number, the phone number under which I could locate the work, the full name of
the person or business the work was done for, and the last digits of the VIN?I haven’t been able to locate the work under the phone numbers that were provided to the Revdex.com, the email address provided, or your nameIF you need immediate assistance, please contact our Executive Service team at ###-###-####

Dear *** ***,
I’m very sorry that the interior and exterior of your nearly new GMC Sierra were damaged during the door glass installation performed by our Miami, FL locationIt must be very frustrating to have waited over months and not yet have your vehicle looking brand newI
did receive great news today from our location in Huntsville, AL
I understand that the manager of the Huntsville location spoke to you and verified that we have received all the necessary party for your vehicleWe have a warranty appointment scheduled for you Saturday April 9, in our Huntsville, AL location at 8:AM to correct all the issuesYou have agreed to allow our location to fix everything and our goal is for you to be completely satisfied with the results
Again, I apologize for the damages and the delays in getting all the parts to fix your vehicleWe do appreciate your business and your patienceIf you have any additional questions or concerns, please feel free to contact our Executive Service team at 1-866-212-or contact the Huntsville, AL location directly

I’m very sorry to hear of the issues after we replaced the windshield on your Chevrolet CobaltWhen we were first contacted about the windshield damage on August 21st, it was requested that we file a comprehensive claim with your auto insurance providerWe were unable to verify coverage at
the time of the call so our verification team reached out to your auto insurance providerThe cause of the loss was documented on the claim as an object thrown at the windshield while a neighbor’s lawn was being mowedThe windshield replacement was scheduled for mobile service on August 28th.We heard from your auto insurance provider on August 22nd and we were advised that you had no comprehensive coverage on this vehicleTherefore you would be responsible for the cost of the windshield replacementYou did receive the benefit of receiving your insurance provider’s rate with no additional cost for mobile service and no disposal fee.When you completed the customer satisfaction survey, you did advise of the broken glass in the vehicle and lack of contact after the technician completed the workIn addition, you stated you weren’t advised of the cost of the work prior to the technician’s arrivalI do apologize for these issues and your inconvenience.In speaking with the Safelite location manager, he stated he wasn’t aware of your complaint about the technician providing information to a third party about the glass damage prior to your complaint to the Revdex.comOur technicians would have no way of determining how the damage occurred or who would be responsibleA technician would have no way to speculate about whether the damage might be due to something a customer did, only that something struck the windshield.If you could provide official documentation from the responsible party that they are refusing to pay for the damage due to what our technician said, including what our technician said; we will be able to look further into thisAt this time, we are denying your request to refund the cost of the work pending the receipt of this documentation.?

Dear Mr***,I'm very sorry to hear that you have a new crack in the windshield of our GMC SierraYou do have a nationwide lifetime warranty on the windshield that we replaced for you October 20, One of the few exclusion with our warranty is damage caused by an object striking the
windshieldWe did have a technician inspect? the? windshield on November 1, The technician reported that an object did strike the windshield and caused the damageIf you were not shown the impact point or if you just disagree with our technician's determination, please feel free to stop into our location at EElwood Phoenix, AZ during business hours to have a manager or senior technician provide a second opinionIf there is no impact point, we would replace the windshield at no cost to you under warrantyIf there is an impact point, that is new damage and it wouldn't be covered under our warrantyWe would be happy to work with you to provide the best possible price for a replacement windshield.Again, it is regrettable that you have a new crack in your windshield so soon after we replaced itIf you would like to schedule in inshop warranty appointment, please contact us at ###-###-####

Dear Revdex.com,Thank you for investigating this matter furtherI have attached the Safelite Auto Glass receipt and the auto body receipt for costs incurred to fix the damage to the carI have attached photos from the auto body shop documenting the faulty windshield installation which caused water leaks
into the carI have sent two letters and all I have received from Safelite is the generic email included in the attachmentsI followed the directions on the email and sent an email to the executive dispute teamNo response.Thank you for your time.Sincerely,*** ***

I'm very sorry to hear that you received unwanted follow up emails after we provided an estimate to replace the windshield on your Ford TaurusIn reviewing your file, I do see that you received a total of four emails from Safelite regarding your request for a quote for serviceThe initial
email was generated from your conversation with a sales representative on October 15, I see that follow up emails were sent on October 16th, 18th and 20thThe follow up emails were promotional offers providing a discount in order to gain your businessI also see that on October 26, we received a call to remove your email address and send you no further emailsWe did immediately comply and removed your email address as requested
I have attached a copy of a document from the FTC websiteIt is from their Consumer Help Center and it explains the rules regarding "SPAM: Unwanted Email and Text Messages"What applies to commercial emails such as what you received from Safelite AutoGlass is included below:
For commercial email:
Your consent may be oral or written
Senders must tell you the name of the entity that will be sending the messages and, if different, the name of the entity advertising products or services
All commercial email messages sent to you after you've given your authorization must allow you to "opt out" of receiving future messagesYou must be allowed to opt out the same way you opted in, including by dialing a short codeSenders have days to honor requests to opt out
Based on this information, Safelite was and continues to be in full compliance with the FTC rules
? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? You did provide your consent?
? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? You were advised that you would receive email from Safelite
? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Each email provided a link to "OPT-OUT" of receiving any additional emails
? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? We were well within the day requirement once we received your request to "OPT-OUT" as we immediately removed your
? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? email address
I do apologize that you received more email communication that you expectedI also want to reassure you that Safelite doesn't sell or share your email address to third partiesRegarding your request to receive compensation in the amount of $6000, we respectfully decline, as we did comply with the rules established and outlined by the FTCThank you for contacting Safelite for a quote to replace your damaged windshieldI'm sorry that we weren't able to earn your business
? ? ?

This is ? very unacceptableThey did offer me back $.I am here today July and they are trying to put on this bracketAfter working on it for one hour with different people looking at it to discover that they put this window in three times and now the bracket is worn and now after waiting a hour they will have to replace the windshield for the forth timeThis is the most horrible experience I have ever experiencedI will never recommend or use Safelite againMy whole afternoon waistedI feel that they should have realized thisafter being removed three times that is bracket should have been replaced as wellI feel that I should be reimbursed more this have turned out to be months since March back and forth for one windshield.Thanks,*** ***?

From:? John ***Date: Fri, Jun 10, at 12:AMSubject: Complaint #11431066To: [email protected],I wanted to see if Safelite had responded to the estimate to replace the carpet.Thank you,John ***