Aloha Pools & Spas of Paducah

Dear Mr***,I’m so sorry that our attempt to repair the windshield damage on your Acura TL 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 abilityOur technicians do explain the risk of the damage getting larger prior to beginning the repairThe 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 materialIf a crack expands while the repair is being performed it is highly likely that the repair would have failed quickly because the structural integrity of the windshield had been compromised by the initial impact? ? ? ? ? ? ? ? ? ? ? ? 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 applyThe specific wording of the money back guarantee is included below.While we must respectfully decline your request to replace the windshield at no cost, we will be happy to work with you to provide a replacement at the best possible priceI do apologize for any unprofessional conduct by any Safelite associate or managerThere is never a good reason the unprofessional or disrespectful behavior toward a customer.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.?

Dear Mr***,
I’m sorry to hear your concerns about the price of the back glass replacement for your Ram PickupIn checking our records, we were originally advised that the vehicle had a power slider but that was incorrectThe quote you mentioned was for the correct aftermarket manual
slider for the vehicleWhen James, your representative, brought the vehicle in to have the work performed we had both the aftermarket and the OEM back glass availableHe was advised of the difference in price and he requested that we install the OEM partJames stated that he was responsible for the damage and he would be paying for the workHe preferred to have us install the OEM glass as it was what was originally in the vehicle and he felt that “his boss” would be upset if the aftermarket glass was installed
We received authorization from James to install the more costly OEM glass, even though the aftermarket was also available for installationThere was no coercion or pressure by the Safelite personnel to install the OEM glassTherefore, we are not willing to refund any portion of the amount paid for the back glass installationIf you have additional questions or concerns, please feel free to contact our Executive Service team at 1-866-212-

I reviewed the response made by the business in reference to complaint ID ***The business actually submitted the claim to my insurance company when they received notice of the complaint, issued a refund to my credit card, called to apologize, and a check for my deductible was sent.The situation is resolved.Regards,
*** ***?

Dear Ms***,I’m so sorry for all the issues you experienced after we replaced the windshield on your Lexus GS I’ve reviewed the information we have and although it took quite a while to receive all the parts, I believe that all the repairs were completed on August 29thIf this is not
correct, please contact our Executive Service team at ###-###-####

I am rejecting this response because:I drove into Safelite with a broken back windowIn order for the tech to get to the back window he disconnected the terminals that lead to the airbags.That is a complete lie when stating they didn't disconnect the airbag before installing the glassThe only static electricity was from the technician disconnecting the airbags to replace the back windowThe airbag connections must be taken off in order to replace the windowThe technician told me that himself from SafeliteHe told me when he reconnected the airbags that's when the light came on,only after he reconnected itHe told me that's how it was? done and he wasn't sure how or why it was staying onFurthermore, Eddie the manager told me to go to Ford and have it looked at and without a doubt stated they would take care of itOnly when they realized the severity they dishonored the claimFord only will tell you that there was a short or static interference or someone hit the moduleThey aren't going to say safelite was at fault but the bottom line is they took my vehicle apart absolutely disconnected the airbag and reconnected it causing the short or interferenceIt seems kind of ironic that the airbag light went on only after they touched my vehicleIf something was hit or a wire was crimped it came from the tech taking it apartI drove the vehicle for 3-days before the window was fixedThere was no airbag light on until I drove the car out of SafeliteSo between the time I drove in with no airbag light on and drove out two hours later with the airbag light on who caused the static interference? I am beside myself! The technician made a mistake and crimped a wire or hit something inside where the module isThat is the only logically possible way this happened
Regards,
*** ***

This is an unacceptable response from the business.? The person whom I talked to at Safelite in Greenville ASSURED me that the only difference in the glass was the KIA SYMBOLThis is NOT and was NEVER trueThe glass on my car now does NOT have the same tint that was on the previous windshieldThe person who put the glass on my car went through my car.? (these issues safelite has yet to? address, and apparently they do NOT care)This has? absolutely? NOTHING to do with the insurance company I haveThe person on the social media team whom I talked would could have? careless? about the issueRather then doing something about the glass on my car, the person ignored the complaint and NEVER responded back to my last email!No one ever called for a "followup"Since safelite obviously does not care, again, I am requesting something so simple: Replace the glass in my car to the factory glassNo one called for a followup, the girl at the desk at safelite lied to me, and my car was went through by the person who installed the glass! These three things are highly unacceptable by any business!

I'm very sorry that the moldings were damaged during the windshield replacement on your Honda CR-VOur notes indicate that the Safelite Operations Manager has already reached an agreement with you about this issueSafelite is cutting you a check in the amount of $so that you may have
the vendor of your choice replace the damaged moldingsThe check will be hand delivered to you by the Operations Manager along with a Release of Liability for you to sign indicating that the $payment reflects a complete settlement of the issue? with the moldings
Again, I apologize for the damaged moldingsSafelite does appreciate your business

I'm very sorry that the rear view mirror was damaged during the windshield replacement on your Ford FocusI understand that the mirror has been replaced but you didn't feel safe driving it without the mirror and it was parked for daysAs a courtesy, we will be mailing you a check for
$as requested in your correspondenceWe will make the check payable to you, *** *** and mail it to *** *** *** *** ** *** *** *** ** ***Please allow about 7-business days to receive the check
I do apologize for the inconvenience you have experiencedSafelite does appreciate your businessIf you have additional questions or concerns, please feel free to contact our Executive Service Team at 1-866-212-

Dear *** ***I'm very sorry to hear about this issue and I would like to assist youI've been unable to locate the work that Safelite did for you using the information providedIf you would be able to provide the work order number, the phone number provided at the time of service, the customer
name as it was provided at the time of scheduling, and the vehicle information; that should allow me to locate the work order and address your concerns

Dear Mr***,
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I’m very sorry to hear that the windshield on your Subaru Impreza Wagon cracked after a technician replaced the moldings under warrantyUpon inspection, the crack appeared to be caused by an object striking your windshield which would not be covered by our
warrantyHowever, as a courtesy, we are offering to replace the windshield at no cost to youA representative from our Executive Service team left you a message indicating this on July 6th
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Please contact us at ###-###-#### to schedule the replacement at your convenienceWe look forward to assisting you with your windshield replacement

Dear Mr***,I'm very sorry to hear about the scratch on the windshield of your BMW X3.I reached out to the manager of the Safelite location in ***, ID about what the warranty inspection showed about the damageI've copied her email response below:This customer did come into our
shop for us to inspect his windshield for scratchesThe wipers on his vehicle are not Safelite wiper bladesThe customer has also bent the wipers at the tip which has exposed the metal in the bladesIt looked as though something was stuck under the blade causing one scratch when the wipers operatedIt’s not a repetitive scratch which would be something we would see in defective or improperly installed blades.Because the damage isn't consistent with the wiper blades being defective or improperly installed, we must respectfully decline your request to replace the windshield at no cost to you

I’m very sorry to hear that the recent windshield repair on your Nissan Maxima has cracked out and your windshield now requires replacementWhile 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
Nor can anyone guarantee that a chip repair will never crack furtherI have attached a copy of our warranty, which includes our money back guarantee for repairsIf a repair fails or is 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 would be out of pocket for youWe do understand your frustrationBecause your insurance company waives your deductible if the windshield can be repaired successfully, you expected to have no out of pocket expenseNow you are facing the expense of a windshield replacementThe full replacement cost of the windshield would be $plus sales tax, disposal and mobile feesAs a courtesy, we would like to offer to replace your windshield for an all inclusive price of $with no additional cost for us to come to youFeel free to contact us at 1-866-212-if you would like to schedule the installation
Again, I apologize that the repair attempt wasn’t more successfulWe do appreciate your business and hope to be able to work with you and get a new windshield installed for you

Dear Mr***,
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I’m very sorry for the issues with your moldings and rain sensor after we replaced the windshield on your Jeep Grand CherokeeIn speaking with the Safelite store manager, it appears that our technician was able to correct the problems to your satisfaction at the
warranty appointment that took place on March 31,
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If you continue to have issues, please feel free to contact our Executive Service team at 1-866-212-We do appreciate your business and the opportunity to fix any concerns under our Nationwide Lifetime warranty

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to meRegards, *** *** ? I will go to ford and see what they want to do and get a price for them to replace vent and see what the they can do with the dash and the felt on the molding between the front wind shield and the drivers side windowI will get back to you on the price***

Dear Ms***,I’m very sorry to hear of all the issues that you and Mr*** have experienced since we replaced the windshield on his Toyota Tacoma pickupIn speaking with the Safelite location on Thursday May 4th, it appears that everything is already being resolved to Mr***’s
satisfactionHe was able to pick up his vehicle on Wednesday May 3rdHe intends to have the windshield replaced by another providerHe is signing a release of liability which will allow us to credit the entire amount paid for the work, $363.60.Once we receive the signed release the refund will be credited to the card used as payment at the time of servicePlease allow 5-business days for your financial institution to acknowledge and reflect the credit into your accountIf you have any additional questions or concerns, please feel free to contact us at ###-###-####

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I’m very sorry to hear that you aren’t happy with the windshield installation on your Honda RidgelineIn checking with the Safelite location in Mesquite, TX; it is our understanding that the vehicle was brought in for a windshield replacement by another family memberThere was no
request for Original Equipment to be quoted or installedWhat we and any other glass provider stocks is aftermarket glass which is of like kind and quality which is what was installed on March 21,
On March 22, our Executive Service team was contacted about the molding being wavyA representative offered to schedule a warranty appointment to correct the issueAt that time, you requested Dealer glass and moldings but didn’t wish to pay the additional amount for those partsOur representative explained that we could schedule a warranty appointment if there were any defects in the materials or workmanshipAccording to our notes, there is no issue with the glass, you aren’t having any air leaks or water leaks or any other issue that would require replacing the windshield
Again, I apologize that it wasn’t made clear to our shop that you wanted Original Equipment partsWe would be happy to order those parts for you and install them but you would be responsible for the additional cost of those partsIf you would like to schedule a no cost warranty appointment due to the wavy look of the molding, please give us a call at 1-866-212-

Dear Mr***I'm very sorry that there was damage to your Ford FPickup after we replaced the windshieldI have checked with our legal team and they won't agree to any changes to the Release of LiabilityI don't have a copy of the repair estimate, nor was I able to locate the unsigned
copies of the Releases that you were sentTherefore, I have included a generic version of the release that we would need you to sign in order to pay you directly for the repairsSome language has recently been updated to resolve concerns or confusion about the customer's future rightsIf this form is acceptable to you, please let me know and forward a copy of the repair estimate through the Revdex.comYou will then be sent the ROL with your information for your signature and the dateOnce the signed release is received a check will be mailed to the address on the releaseYou would receive the check within 10-business days after the signed release is receivedIf you have any additional questions or concerns, please call us at ###-###-####

Dear Mr***,
I'm very sorry to hear about the crack in the windshield that we installed on your Jeep LibertyIt must be frustrating to have a new crack in the windshield when it was just replaced in late December When our technician inspected the damage on February 20, 2016; he
indicated that there was a new point of impact where something had struck the windshield near the driver side A-pillarOur records indicate that the technician showed you the impact point when he came out and advised this was not covered under our Nationwide lifetime warranty
Our warranty does cover manufacturing defects in the glass and our workmanship for as long as you own the vehicleIt doesn't cover damage caused by something hitting the windshieldThere is no way to predict when an object may hit a windshield and cause damage requiring a windshield repair or replacementYou do have full comprehensive coverageon your vehicle so your insurance provider will cover the cost of the windshield replacementyou may contact them to schedule a replacement with Safelite or any glass provider of your choice
Again, it is regrettable that you experienced new damage to your windshield only months after it was replaced by SafeliteUnfortunately, this is something that is beyond our control and not covered by our warrantyIf you have any additional questions or concerns, please feel free to contact us at 1-866-212-

I am rejecting this response because:? When I called the manager at the location, I asked if I could speak with the regional manager.? He gave me his phone number and I called him and left him a message referencing my order and asking him to call me.? ? Again, the site manager said I would be able to speak with the regional manager and I left him the message to call me back on my cell number (###-###-####) and it is for this lack of a call back that I reject the response.? ? Their response indicates the technician inspected the window.? He came out and was barely next to the car when we described the pitting and at that moment, without inspecting either closely on the outside or sitting in the vehicle looking out, he concluded that safelite would NOT warranty replace the window and we would have to file another claim.? As I stated in my complaint, the same condition exists in my Kia Soul and it was replaced in January.? There have been no wind or dust storms in the Phoenix area since January yet the technician and now the Manager blame the condition on the Arizona desert.? They are welcome to come to my house or to my wife's place of work to inspect the window as we already availed safelite the opportunity to inspect the window
Regards,
*** ***

Dear Mr***,
I’m very sorry that our attempt to repair the windshield damage on your Toyota Tundra 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 partyIf the cost of the repair was paid by the customer, that amount would be credited toward the cost of the windshield or their insurance deductible if a claim is filed for the replacement
Our records show that the local Safelite management has been in contact with you and you have agreed to a discounted cost for the windshield replacementIf you would like to schedule the installation, please contact the local Safelite shop or call our scheduling department at 1-800-800-There is a quote saved for you with the reference number of ***-***Safelite does appreciate your business and we look forward to performing the windshield replacement at your convenience