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 meI do hope the company will correct the noticeIt does not comply with FTC requirements.Thanks for the help
Regards,
C*** ***

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to meI feel it is very unfortunate that I had to come to submitting a claim on the Revdex.com to receive a resolution and the customer service I deservedFor such a large company this place should care more about their customers and product/service they provideI will never use or recommend this company again

I followed up with the Safelite shop this morningWe did have a technician reconnect the windshield washer hoses on SaturdayI see that the consumer wasn’t satisfied with my response from FridayI will be happy to refund the mobile fee to her as a courtesyI just wanted to get a jump on this and let you know what occurred.? Happy Monday!Nancy S

Dear Ms***,
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I am very sorry for the damage that was caused to your Honda Pilot due to the door glass being installedI have spoken with my manager Mike C***, he states that the damages have been repaired on your vehicleIf you have any issues in the future regarding the
glass keep in mind you have a National Lifetime Warranty on the glass, the warranty does not cover new damage or point of impact
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If you have any further questions or concerns please feel free to contact our Executive Service team at 866-212-
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Safelite appreciates your business

Dear Ms***,I understand your frustration about the damage to your windshield and your perception that this has not been handled correctly.You are correct, mistakes can happenTherefore, we do provide a nationwide lifetime warranty against material defects and our workmanshipThe ultimate decision about what is covered occurs after we have had a chance to inspect the damage and determine whether we are at fault.When the technician inspected the glass for impact points on March 30, 2017; he did find an impact point where it appears that the wiper arm smacked against the glass when the wiper blade was being replacedIf it had occurred while our technician was doing the installation, both he and you would have noticed it immediately on March 9, Our notes indicate that you advised us of the crack days after the windshield was replaced by SafeliteI verified information with the Safelite manager and I’m including his email response to me, below.? We told her if *** installed the wipers they would be responsible for the windshield.? It has been a while since I spoke to the customer, but I am pretty sure she said *** put the wipers on and it is obvious the wiper arm slapped the windshield without the wiper on it.? The impact point of the break was directly under the wiper arm connection point.? The glass is spider cracked along the bottom of the windshield from that point.? The original technician even stated he didn’t have the wipers needed for the car and let the customer know they needed to be replaced.The break is very noticeable, and if the technician had done the damage during the install the customer would have noticed right awayRegarding the statement that the second technician wasn’t going to discredit the services of the previous technician, that was an appropriate response in that situationIt would be unprofessional for one Safelite associate to speak negatively about another associate to a customerAgain, I regret that you aren’t happy with our decisionWhen we are at fault for something, we take responsibility and make it rightIf there is evidence that something or someone else was responsible, we must respectfully deny responsibilityIn this case, We are respectfully denying your request to replace your windshield at no cost to you

I am rejecting this response because: I did not get mobile warranty serviceThey denied me and told me I had to bring the car into a safelite facilityThis is have done in two different shopsOne on 6th Ave SouthAnd second is on rainier ave southI do not want to waste my time sitting around and they in return tell me I don't have a leak or keep pushing me away instead of actually fixing itYou cannot tell me I don't have a leak when every morning I have so much moisture and water coming inside the car.?
Regards,
*** **

Dear Mr***,
I’m very sorry to hear of all the issues, delays and inconvenience you have experienced regarding the windshield replacement on your Hyundai Santa FeThis is certainly not what we want for our customersIt is also not typical of the service that Safelite is known for
In
reviewing our notes, I did find that you provided feedback about the difficulty in scheduling the first windshield replacement and getting the correct part installedAfter several appointments with aftermarket replacement glass, it was determined that we needed to order the correct original manufacturers glass from a dealerThe rescheduling and waiting must have been terribly frustratingI sincerely apologize for that experience
Regarding your most recent experience, I do see that we were able to complete the installation on November 5, We were contacted on October 26, because your rear view mirror had fallen and it was our understanding that it just needed to be reattachedWhen you brought your vehicle into our Safelite location, we realized that there was a chunk of glass that was taken out of the windshield when the rear view mirror fellWhen that occurs a full replacement is requiredBecause we needed to replace the windshield with original dealer glass, it needed to be orderedThe lead time for dealer glass is generally 3-business daysAs soon as we received the parts, we contacted you to schedule the replacement
We truly appreciate your business and your feedbackWe can only improve when we find out how we have fallen shortIf you have any additional questions or concerns, please feel free to contact our Executive Service team at ###-###-####

Dear Mr***,
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I’m very sorry that you have water leaking into your Honda AccordIf we confirm that the water leak is indeed due to our installation, we will take care of the issues under our nationwide lifetime warranty
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Our notes indicate that the Safelite manager was to
go to the dealership that has your vehicle to determine (along with the service advisor at the dealership) if the leak is coming from the windshield or some other locationWe are providing you with a rental vehicle for the day while the testing and diagnosis are taking placeYou will be contacted about the findings once that is completed
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Please feel free to contact the local Safelite shop or our Executive Service team at ###-###-#### with any questions or concerns

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to meHowever, I have not heard from Safelite about rescheduling the repairI called and left a message with them this morning but have yet to hear back.?
Regards,
*** ***

I do not accept this response I am not pleased with this glass or the work performed by this company all I would like is a refund on the money and to take the glass back it is not the right fit for my truck anyway I have replaced it already with new glass and have theirs sitting inside I feel as if I have not been treated properly and need this refund? Regards,*** ***

Dear Mr***,I'm so sorry that your Volkswagen Beetle was damaged in the Safelite parking lotThis incident has been turned over to our risk management department for handlingOnce the Safelite location provides the paperwork, you will be contacted by a member of that team about the
claimAt this time we are unable to provide you with any other information

Dear Ms***,
I’m so sorry about the damages to your Volkswagen Passat during the windshield replacementI understand that communication from Safelite was lacking regarding your concernsIn reviewing your file, I do see that we have refunded the entire amount you paid for the windshield
installationA check in the amount of $was sent to you by overnight delivery and you should have received it on September 1,
Again, I apologize for the frustration and inconvenience you experiencedIf you have any additional concerns, please feel free to contact our Executive Service team at 1-866-212-54**

I’m very sorry that our attempt to repair the windshield damage on your GMC Terrain 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 thatIf 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
I apologize that you weren’t properly informed of the possibility of the damage getting larger prior to the technician beginning the workAs a courtesy, Safelite would be willing to provide a replacement windshield at no cost to youYou would be provided with a Nationwide Lifetime warranty on the glass and the workmanship as described in the attached warranty documentIf you would like to take advantage of this offer, please contact a member of our Executive Service team at 1-866-212-

Dear Mr***,Attached is the estimate we received for the partPayment was provided to the vendor on July 5th and? it was shipped to the *** **? address

Dear Ms***,I'm very sorry for all the issues regarding the windshield repair and subsequent windshield replacement on your Ford EscapeWhile we do have a very high success rate with our windshield repairs, I apologize for any unrealistic expectation that was setThe repair process is for
restoring the structural integrity to the windshield and not for cosmetic purposes.When the windshield replacement was set up, the wrong glass was on the work orderYour vehicle has a heated wiper park area but the glass didn't have that featureThe cost of the correct glass was considerably more than the unheated glassThe Safelite shop was able to discount the order to $plus fees and sales tax for a total of $As a courtesy, we will refund you $for the difference between what you paid and what you were expecting to payPlease allow 10-business days to receive the check in the mail.Again, I regret the inconvenience and frustration you experienced.? Safelite does appreciate your business and your understanding

Dear Mr***,
I’m very sorry that you have new windshield damage on your Volkswagen GolfWhen we replaced your windshield in November we provided a national lifetime warranty for any material defects and our workmanship as long as you own the vehicleUpon inspection, it was determined
that your windshield was struck by an object that caused the new damageThis is not covered by the warrantyI have included a copy of the warranty for your records
Some of the items that are covered by the warranty are:
Air leaks
Water leaks
Loose moldings
Defects in the glass, such as distortion
Cracks that are not caused by an object striking the glass
Because the damage to your windshield is not due to a material defect, we would recommend that you contact your insurance provider and file a claim for the new damageAgain, it is unfortunate that you received new damage to your windshield so soon after it was installedSafelite does appreciate your businessIf you have any further questions, please feel free to contact us at 1-866-212-

Dear Mrs***,
I'm very sorry that you had windshield damage on your brand new ***? Elantra and that the attempt to repair the windshield was unsuccessful.? While 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 processAs indicated by Safelite representatives, in 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 was an out of pocket expense 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 expense.? Our technician didn’t do anything wrong to cause the crack to get larger, therefore we? were not able to provide a replacement at no cost to youInstead, as a courtesy, the Safelite shop discounted the cost of the replacement windshield as much as possible to make the unexpected expense a little easier for youIn fact, due to the efforts of the Safelite team the original cash price of $344.90? plus tax and applicable fees was reduced to a final total of $This represents a savings of at least $for the work
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Again, it is regrettable that the repair attempt wasn't successfulSafelite does appreciate your businessIf you have any additional questions or concerns, please feel free to contact us at ***

It is more then apparent that Safelite DOES NOT CARE about the customer,The technician ? WENT THROUGH MY CARE WITHOUT MY PERMISSIONHE is NOT granted this is South Carolina by any means look up the laws! Is it that hard for them to install a windshield without touching anything in the car? do the possess that quality?No one has answered ANYTHING! simply everyone has justified this crap! The woman lied to me! and that is completely okay to lie directly to my faceThis has NOTHING to do with insurance and now its all the fault of the insurance provider? No the insurance has nothing to do with thissafelite screwed up and instead of fixing the issue all whoever is communicating with me is doing is justifying the issue.? Not to mention NO ONE has called me and I mean NO ONE called me! The proof has been attached.This is not my insurances fault its Safelites fault! The girl at the front desk LIED to me! and safelite is completely okay with that? Next the guy went through my car (which is illegal in SC), Put stuff back on my windshield that I took off FOR A REASON! NOTHING about safelite has been a? courtesy, rather it has all been a hassle!

Dear *** ***,
I am very sorry for the damages that were caused to your Ford Fusion due to the windshield being installedOur notes indicate that we are accepting responsibility for your damages and will pay for the rain sensor coveringI have spoken with Fabian, he is going to order
the part from the dealership today, and it could take up to 3-business days at the latestWe are also going to reimburse you for the diagnostic feeWe need for you to fax the receipt, our fax number is 877-780-attention Executive Services please add your referral number on the document, referral number
As soon as we receive your receipt we will follow up with the next steps in the processAgain I am very sorry for the inconvenience this has caused youIf you have further questions or concerns please feel free to contact our Executive Service team at 866-212-
Safelite appreciates your business and look forwarding to getting these issues resolved for you in a timely manner

I am rejecting this response because:can I please see the receipt showing the purchase date of what was told me through the Revdex.com during the first complaint
Regards,
*** ***