Aloha Pools & Spas of Paducah

Dear Ms***,? I'm sorry to hear that the BMW Gran Coupe has scratches in the paint.? In reviewing our records, I found that the windshield replacement was invoiced to Enterprise Car Rental and you paid nothing for the work.? If you are the registered owner of the vehicle, we
will need a bill of sale or other documentation to show thatIf the vehicle is registered to Enterprise, they have their own process to handle any damages and we would not be able to assist you any further

I'm very sorry for the misinformation regarding the deductible amount that applied to the windshield replacement on your Dodge DurangoIn reviewing your file, it appears that the original request was for a windshield repair for which your deductible would be waived by your insurance provider
It was determined that a windshield replacement was needed but when the claim was changed from a repair to a replacement, your claim was not updated to reflect your replacement deductible of $Because of this error, we are discontinuing all attempts to collect the balance due of $from youInstead, Safelite will be absorbing the full? cost of the windshield replacement
Again, I apologize for the misinformation regarding your deductibleThis was not intentional and was a result of human error, not a misleading business practiceSafelite does appreciate your businessIf you have any additional questions or concerns, please feel free to contact us at 1-866-212-

Dear Ms***,I’m so sorry to hear about your experienceI want to assure you that this information has been relayed to management on the Corporate level as well as senior leadership in the field.I have reviewed your statement and looked through the notes we have on your work orderI won’t try
to explain how or why things happened the way they did or justify any Safelite associate’s words or actionsI will extend a sincere apology and let you know these things shouldn’t have happened.I do see that we replaced the windshield on your Volvo XCtodayI hope that everything with the appointment and installation was to your satisfactionAlso, I hope that the windshield replacement has stopped the water leakAt Safelite, we are always striving to do betterYour honest feedback will aid us in determining ways to improveWe do appreciate your business, your time, and your feedbackIf you have any additional questions or concerns, please feel free to contact our Executive Service team at ###-###-####

Dear? Ms***
I'm sorry that you didn't find our previous response satisfactoryI want to reassure you that the necessary parts have been received and checked for damageThey are in the hands of the Safelite store manager and he has confirmed the parts are correct and undamagedWe do have an appointment scheduled to install all parts on July 13,
Your frustration and skepticism is understandableThis situation has gone on much longer than is normal, which is regrettableWe look forward to installing the parts for you so that you won't have to deal with this disruption to your life any further

Dear Mr***,Attached is a copy of the credit that was processed to your credit cardA member of our management team forwarded this to you on Friday October 14th by email as wellYou should see the funds in your account no later than October 20, I do apologize for the delay in processing the credit to your accountIf you have any further questions or concerns, please let us know at ***.Thank you for your patience and understanding

I'm very sorry about the conflicting information you have received regarding the damage to your Honda Accord and the amount of time it has taken to bring this issue to a resolutionI will attempt to address all the issues you indicated in your most recent correspondenct through the Revdex.com
To begin with, my name is Nancy S*** and I have the responsibility of responding to issues submitted through the Revdex.comI will address what we have done to resolve this unfortunate and frustrating situation for youOn January 18, 2016; we mailed a check (#***)? to you in the amount of $This represents the refund of your insurance deductible as a courtesyThere are no conditions attached to the refund it is simple a gesture of customer satisfaction due to the ongoing issuesAlso on January 18, 2016; we mailed a check (#***)? to your insurance provider at their requestThe amount of the check was $and it represents the cost of the repairs required for your vehicleYour insurance provider requested that we send the check to them and they will pay you for the repairsIf there are any additional costs associated with the repairs, I would expect that your insurance provider would handle them in this same way
To be clear, these payments do not remove the National Lifetime warranty you have with Safelite for the auto glass materials and workmanship as long as you own the vehicleAs long as there is no new damage to the windshield and no other company does any work involving the windshield, your warranty stays intact
I agree there have been a number of inconsistencies in the information you received from Safelite representativesI will attempt to correct that information here:
Although we generally pay the vendor directly for damage repairs, we are able to send the payment directly to the vehicle ownerThat amount would include the entire estimate, including the known labor chargesThe only stipulation is? that a Release of Liability be signed indicating that the vehicle owner agrees that the amount paid represents the full amount of the damages and no additional compensation for the damages will be requestedUnless the? estimate includes another party replacing or removing the windshield, the Safelite warranty remains intact
If we pay a vendor directly for repairs, it is generally done by credit card as soon as the work is completed and we receive the final invoiceIf the vendor has a different preference of payment, we will work with themMost vendors won't release a customer's vehicle until they receive payment in full so we make the payments in a timely fashion? in order? that the customer's vehicle can be returned to them
There isn't a direct correlation between paying for damages to a customer's vehicle and the Safelite warrantyThe Safelite warranty remains intact unless the full amount of the original installation is refunded to the customer and/or their insurance provider to allow for another company to the? installation that Safelite didThe other reasons for the Safelite warranty to no longer be in place would be if new damage occurred to the glass or if another glass provider touched the glass after Safelite's installation
If Safelite provided a rental vehicle while repairs are being performed, we will cover the cost of the rental vehicle onlyWe don't pay for fuel or any optional insurance or other coverages or features that may be addedWe maintain an account with Enterprise car rental and we are billed directly for the cost of the rental vehicle only
I do also want to address your statement about speaking with different representatives when you contact our Executive Service teamIt is quite true that you are likely to speak to a different representative when you call our toll free numberWe work as a team and are not assigned specific issues to handle? exclusivelyThe idea is that working as a team and maintaining detailed notes allows any representative to assist a customer with their issue.? That assures that if a specific? representative is not available for any reason, any other member of the team can assist.?
Again, I apologize for the delays and frustration that you have experiencedThis is not typical of our service nor is it what we want for any of our valued customersI hope that I have ben able to addressl all your concernsIf not, please feel free to contact our Executive Service team at 1-866-212-

I have found? OEM windows on separate occasions, one of which I sent to Tonie, he has never responded.? Your delay in processing my refund has prevented me from having the funds to purchase? any? OEM window that I do locateI fear it will not be processed again based on the wrong billing address on the receipt you attachedI? shouldn't have? to call your executive team again and again, when I'm told someone will call me back then that is what I expect to occurI understand that I declined having the window resealed as I said in my first letter, I thought I was being sympathetic to your costs, not to mention it takes? hours? of? my day to redo the windowNot very convenient for me eitherMy billing address is *** *** *** *** *** ** ***If the credit doesn't go through maybe you can try using the right information
Regards,
*** ***?

Dear Mr***,I’m very sorry if there was any misunderstanding regarding the door glass replacement you asked us to perform on your *** SpickupYou initially scheduled the door glass replacement for June 9, through our websiteWhen our shop called to confirm the job on June
8th, you advised our technician that there were issues with the door prior to the glass breakingAt that time you were advised that the tech could look at it but you may need to have whatever issues existed repaired before we could replace the glass.That day, you rescheduled your appointment to June 12, between 12noon and 5pmOn June 12th, you rescheduled to appointment to June 13thThe technician that came out to perform the work on June 13th was not the same technician that confirmed your original appointmentWhen the glass was replaced there was nothing reported, either by the technician or by you, to be not working or damaged.On June 14th, you contacted our Executive Service team to schedule a warranty appointment because the glass appeared to be off track or wouldn’t roll upOn June 16th, a technician went out but wasn’t able to determine what was wrong nor did it appear to have anything to do with our installation of the door glassBetween June 17th and June 27th, you contacted us numerous times requesting a partial refund because we didn’t fix your door, then a full refund because you thought $was too much to pay for just the glass installationWhen you spoke to the shop manager, you requested a full refund because you believed you could purchase the glass for lessYou also stated that we should come and remove the glass we had installedThe manager told you that we had performed the job we were paid to do, replace the door glass, and we would not be refunding anything to you.Because you were advised that any issue that existed prior to the glass installation may need to be repaired prior to us replacing the door glass and the fact that fixing any door issues is not part of the work we were contracted to do for you; we must respectfully deny your request for a refund

Dear Mr***,Per our conversation today, Safelite will be replacing the windshield of your Mazda Mini Van at no charge to you as a courtesyYour appointment is scheduled for Tuesday April 4th between 8:00am and 12noon.It's a pleasure to assist youIf you have any questions or concerns, please
feel free to contact our Executive Service team at ###-###-####

I'm very sorry to hear about the wind noise after we replaced the door glass on your Chrysler CrossfireI understand that the noise can be a distraction while driving but the vehicle is safe to driveThe glass will not blow out of the opening and it presents no more of a safety hazard than
driving with the window down or having the volume of the radio turned up high
In reviewing all the information we have on file, we are currently waiting to receive a hard to locate replacement rubber channel for the door glassOnce we receive that part, we will contact you to have a technician replace that part and adjust the glass to eliminate the? cause of the noise
Regarding the original delays in receiving the glass, I don't have details on what caused the delaysSome possibilities could be delays in transferring the part from? a warehouse? to your locationSometimes parts are mislabeled or may be damaged in transit and must be reorderedThese circumstances are regrettable and unpredictableI understand that having to reschedule multiple times is a great inconvenience and I do apologize for that
Again, I'm sorry that you and your mother have been inconveniencedWe do appreciate your patience as we await the arrival of the needed partAs soon as we receive it, you will be contacted to arrange a time to have everything correctedIf you have any additional questions, please feel free to contact the Executive Service team at 1-866-212-

Thank you for correcting this matter, pieces were ordered both w the same defaults and I was assured the last piece of glass would come from a different manufacturerI accept your response to resolve this complaint and will accept the refund.*** ***
Revdex.com:
I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me
Regards, *** ***

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

Thank you for getting resolution for this issue.? I received a check from Safelite yesterday that will cover the cost of repairs to my vehicle.? I still would NOT recommend this company for work, I had poor experiences with two different shops in two different states, both shops caused significant damage to my brand new truck, which tells me that none of their "technicians" are properly trained

Complaint: ***
I am rejecting this response because I don't have time for thisI can persue legal action to prove my point but this is not worth it? One of your employee is not being honestI thank you for helping with my windshieldIt's only a small accident in which one of your employee did and Safelite could of compensate for the damage but it seem as though being profitable is more important then taking care of your customer and the customer base around your territory in Maplewood MN? Again, thanks for fixing my windshield but I will not let *** (my insurance company) prefer you for my service again....?

Dear Mr***,? I’m very sorry to hear of the issues with the drip rail moldings on the roof of your Toyota TacomaI understand why you feel this is due to the windshield replacements we performedHowever, I verified with the Safelite store manager that we don’t move or remove those
moldings when replacing the windshieldThe molding itself isn’t attached to the windshield nor does it actually touch the windshield.? I also did some online research to see if other Toyota Tacoma owners have experienced the same problem and if it was found to be a result of a windshield installationI did find a number of forums about the drip rail moldings coming loose or coming off completelyA common theme was that the moldings are attached with double-sided tape by the manufacturerOver time going through car washes and exposure to the elements can cause the adhesive to deteriorateThe climate in Arizona would be especially hard on the adhesiveI didn’t find anything online that tied the molding issues to glass replacementThere were stories of the molding coming off in automatic car washes and while driving on the highway.? You may want to check with your local Toyota dealer if you still have a warranty on your truckThe failure of the adhesive might be covered under your warranty? I do understand how frustrating this must beIf this was something that was caused by our installation we would absolutely take care of it under our warrantySince we don’t move or remove the moldings and this is? a documented problem on this vehicle, Safelite’s position is that we bear no liability for the issueIf you would like to discuss this further, feel free to contact your local Safelite location or 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 me
Regards, *** ***

I am rejecting this response because:
Regards, *** ***

Dear Ms***,
?
I’m terribly sorry about the water leak and damage that occurred after Safelite replaced the windshield of your Nissan MaximaOur records show that a check request for $was submitted on May 26, but it was never processed
?
A member of our Executive
Service Team contacted you on June 20, to resolve this issueIn that conversation, we agreed to reimburse you $for the detailing and an additional $as a gesture of customer delightAt your request, we are sending the check in your name to the Safelite location in West Allis, WIWith overnight delivery it should arrive on Wednesday June 22,
?
Again, I apologize for your negative experience and all the time you spent trying to get the reimbursement you were promisedWe do appreciate your business at SafeliteIf you have any additional questions or concerns, please feel free to contact our Executive Service Team at ###-###-####

Dear Mr***? ? ? I have spoken to you twice already and both times you were very disrespectful at this point all I ask is a refund on this window itself I would like the dollars back in my pocket while you can have your window back in your garage as I am not satisfied by this product?
*** ***?

Dear Ms***,
?
I’m very sorry for the ongoing issues regarding the windshield installation we performed on your Toyota TacomaOur records show that we have been working with you and your insurance provider since May 31, We have provided the pre-inspection document and
pictures as requestedAttached are the pre-inspection and two of the ten pictures taken by our technicianThe pre-inspection and the pictures indicate that the damage you claim was there prior to Safelite working on your vehicle
?
Regarding the time stamps, the pre-inspection does have the date and time visibleThe pictures have the time stamp embedded into our internal linkIt isn’t displayed on the picture itselfFor example, the attached picture of the roof shows: 2016-05-26? 14-40-which indicates the picture was taken May 26, at 2:pm
?
On June 13, 2016; your insurance company requested a copy of the pre-inspection report and it was emailed to themYour insurance provider at that time indicated they were planning to send an appraiser to view your vehicleOur most recent contact with your insurance company was on June 20, when a representative requested the pictures our technician took at the time of the pre-inspectionThose were emailed as requestedAt this time, we have not received an update from your insurance company about the appraiser’s findings
?
If you have any additional questions or concerns, please feel free to contact us or your insurance claims department