Aloha Pools & Spas of Paducah

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

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

I did not hire a lawyerPlease respond to my complaint.?

Dear Mr***,I understand your frustration due to waiting so long for partsOur efforts to locate the moldings in black have taken a long time with no successIn order to provide what you need and want for your vehicle, we have to order the parts in chrome and have them powder-coated or painted blackI guarantee that we do have the parts on order and as soon as they arrive, we will take them to a vendor that can make them black.Regrettably, this adds more time and frustration for youI do apologize for the damages that were causedSafelite is working diligently to make this right for youAs soon as we have the parts, you will be contacted to arrange a time for us to install them.If you have additional questions or concerns, please feel free to contact us

I am rejecting this response because:My dash has a mark on it to nothing said about thatWhy can't they get someone to fix my problem instead of me trying to find out how much it will cost to fix itI live way out in the country and they should get some one to come out and fix it and order the vent from ford to put it inThe felt on the inside molding needs to be replaced and fix the scuff mark on my dash and replace the small vent that they broke on my dash.?
Regards,
*** ***

The technician who installed my windshield was sent to evaluate the liability of Safelite on this matterSafelite has taken his evaluation to make their decision to not help me with issueI cannot believe no one but me thinks this is ridiculousOf course he is not going to find anything wrong with his installation workI inquired about this issue to other Toyota Tacoma ownersNone have ever had the trim piece in question "just randomly fly off" like Safelite swears byIt is obvious that are not going to do anything about this

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

You do not get to destroy my property and then bill me to replace the damage you caused, that is a scamThe problem is not that the repair failed, the problem is that your technician damaged my windshieldYou can even see the epoxy stain where she cracked it.I have provided the best picture I can getThe amount I will settle for is $318.31I hope you will have some integrity and take ownership of the damage your business has caused me

Dear MrD***I sincerely apologize for the service issues related to the windshield replacement on your Ford FusionI reached out to the Safelite location and you will be receiving a full refund of the $you paid for the workYou should see the funds in 10-business days.Again, I'm
very sorry for the frustration and inconvenience you experienced

I’m very sorry that our attempt to repair the damage to the windshield of your Hyundai Sonata wasn’t successfulAlthough 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 process
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As a one time
courtesy, we have agreed to replace the windshield at no cost to youWe have an appointment scheduled for a technician to replace your windshield tomorrow, August 10th, between 8AM and noonYou will owe nothing for the replacement
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Again, I apologize that the repair wasn’t successfulAlthough our technician did nothing wrong to cause the glass to crack out, we appreciate your business and want to keep you as a customerIf you have any questions, please feel free to contact us at ###-###-####

Dear Mr***,I’m sorry that you didn’t find our offer to pay for the reasonable cost of repairs to your *** Vue satisfactoryYou are asking for a payment of $without any estimate or documentation to indicate what that would be forIf you don’t want Safelite involved in the repairs to your vehicle we would need you to provide a detailed estimate of the repairs, on the repair shop’s letterhead, for our reviewWe have already purchased the dash bezel to replace the damaged oneWe have attempted to work with you to make the needed repairs to your vehicle at our expenseWe will continue to do so if you will allow itWe would like to bring this to a reasonable and satisfactory resolution

Dear *** ***,I’m very sorry for the damage to the interior of your *** ***? due to the windshield replacement on November 22, I regret that the communication about the repairs has been sporadicI was able to verify that a refund of your $deductible payment was
processed on December 9, The funds should have been returned to your account within 3-business days after that, by your financial institution.Safelite has accepted responsibility for the damage to your headliner, both interior A-pillars, and the rear view mirror wire coverWe have ordered all the parts and some have been received by the Safelite shopThe headliner is coming from Germany and has not yet been receivedAs soon as it arrives, you will be contacted to arrange for installation of the partsIf a rental vehicle is needed while the repairs are being made, we will arrange for a rental vehicle from ***? to be paid directly by us.Again, I apologize for your frustration and the inconvenienced you’ve experiencedSafelite will be taking care of all the repairs once all the parts are received

Dear Mr***,I'm so sorry that you weren't contacted about the failed windshield repair on your *** RegalI can understand your frustration due the damage spreading and then to be promised a call from a manager and not having that happen.While Safelite does have a very high success and
customer satisfaction rate with our windshield repairs, there is no way to predict with any certainty how the already damaged glass will react to the repair processTherefore we do provide a money back guarantee on our repairsIf a repair cracks out or just isn't satisfactory, Safelite will credit the cost of the repair toward a windshield replacement with usIf the insurance company paid for the repair, the credit would go back to them and the replacement would be subject to any comprehensive deductible on the customer's insurance policyA copy of our warranty is attached for your review.Because the replacement cost of your windshield is less than your $deductible, you would incur the full cost of the replacement out of pocketWe would like to work with you to provide a windshield replacement at the best price possibleAgain, I apologize that your windshield now requires replacement and that you? weren't contacted by a manager as promised.? Please feel free to contact your local Safelite shop for a quote or contact a member of our Executive Service team at ###-###-####.?

The damages that Safelite took picture of I am not disputing those damages except for the ding on my rear door that was done by the technicianI will send you picturesAlso ***? insurance can verify that I wreaked my car in the front and they fixed itThe only reason the manager cancel to fix my car is because he thought I was getting smart with himAll I want is my car fixedThank you

Dear Mr***,
I'm very sorry to hear that there were issues with the Advanced Driver Assist Systems after the installation of the windshield on your Audi AIn reviewing our information, we did perform the installation on September 22, As part of the consent agreement to perform
the work and acknowledgement that your vehicle has a forward - facing camera that may need recalibration, you agreed to check with your dealership as soon as possible after the windshield installationIn your case, it was approximately months after the windshield installationOur warranty specifies that you have days from the date you were aware of a warranty issue to let us knowAlso, we need to be able to view the vehicle and assess whether the issue is truly covered under our warranty prior to you? having the work completed
What that means is that if you believed that Safelite may have been responsible for any damages we needed to be advised BEFORE any repairs were made to the vehicleWe needed to have a chance to confirm whether or not the problem was due to our installationWe did not have that opportunity and therefore we are not accepting liability for any damagesIf you are able to provide documentation from the dealership stating specifically that Safelite caused damage and caused you to incur expenses over and above the recalibration, we will certainly review it and take it into consideration for possible reimbursementWe would not cover the cost of the recalibration because you acknowledge that you knew you would be responsible for that amount
If you have the above-mentioned documentation, please feel free to contact our Executive Service team at 1-866-212-5457? and a member of the team will discuss the review process and how to submit the paperworkThis is not an agreement to reimburse any or all of the amount you are requesting, simply an offer to review it for further consideration

I reviewed the response made by the business in reference to complaint ID 11851050, and find the resolution is satisfactory to me
Regards,
*** ***

Dear Ms***,
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I’m so sorry about the experience you had when Safelite replaced the windshield of your BMW In reviewing all the information, we have determined that we will refund the $back to your credit cardWhile it was verified that you had a $deductible at the
time of the windshield damage; our system incorrectly showed a $deductible when the replacement order was entered
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The refund to your credit card will take about 3-business days to processIf you have any further questions or concerns, please feel free to contact our Executive Service team at ###-###-####

Dear Ms***,I'm sorry that you have windshield damage on your brand-new Honda Clarity HybridWe have ordered the windshield, hardware, and moldings that are needed to complete the windshield replacementWe were provided an estimated time of arrival of 5-business days if the parts were
readily availableWe are still awaiting delivery of the partsAs soon as they arrive, you will be contacted to schedule the installationSometimes the supply of available parts for such a new vehicle isn't sufficient to meet the demand.I understand your frustration regarding our inability to purchase the glass from your dealerWe are only able to order from dealers with whom we have established an account and relationshipAlthough the source of the part is a Ford dealership, we do order parts for other manufacturers through them on a regular basis.Again, I apologize that the parts for your vehicle haven't been receivedAs soon as they do arrive, you will be contacted

Dear Ms***,
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I am very sorry for the damage that was caused to your Audi AOur notes show that we are accepting responsibility for the damagesWe have ordered the rearview mirror and bracket that is needed to resolve this issueMy notes indicate that a technician is scheduled
to come out today
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Again I apologize for the inconvenience regarding this matterIf you have further questions or concerns please feel free to reach your local Safelite Shop or you can contact our office at 866-212-
? We appreciate your business with Safelite AutoGlass

Dear Mr***,
I apologize for the delay in responding to your phone call about a gift card or some sort of compensation for your inconvenience and frustration due to the amount of time it took to receive the parts and replace the windshield of your Ford Explorer
A member of our Executive Service team spoke to you on Wednesday 12-9-and an agreement was reached to have Safelite send you a check in the amount of $100, as a gesture of customer courtesyThe check request was submitted on the same day and you should receive the check in about 7-business days
Again, I am sorry for your negative experienceWe do appreciate your business at Safelite and wish you all the best this holiday season