Aloha Pools & Spas of Paducah

I am rejecting this response because: I want proof that they are actually ordering the windshieldI want a purchase order and tracking informationHow am I supposed to just accept that they "ordered" it without any proofI lack any confidence in their ability to perform the requested services by their word alone
Regards,? *** ***

Dear Mr***,I'm sorry that our previous wasn't completely satisfactoryI hope that I will be able to respond to all your concerns and better explain Safelite's policy regarding rust.If a technician sees rust in the installation area, the damaged windshield will not be removed from the vehicleThe only way to tell if the rust has reached the pinchweld would be to remove the old windshieldIf the rust is in the pinchweld, if there is more than square inches of rust total or if the rust perforates the metal; the technician would not be able to install a new windshield nor would he be able to reinstall the old windshieldThe vehicle would be left with no windshield at all and would need to be towed to a body shopRather than take that chance, the technician will stop all work when there is a strong indication of rust.I do apologize that you weren't made aware that the technician would be performing a thorough preinspection that would include pictures of the vehicleThis is a standard procedure not only for Safelite but for many other auto glass and auto repair facilitiesThis isn't meant to be an invasion of your privacy but a way to protect all parties in the unlikely event that there is new damage noticed after the work is completedAs stated previously, the pictures have been deleted from the technician's phone and were only of the areas of the vehicle showing rust.When you initially contacted Safelite, you provided your email address and agreed to receive emails about the glass damageIt would be impossible to list all the reasons why we wouldn't be able to perform a glass installationThere is a lot of information available to anyone at our website, including our warrantyThe issue of rust is included under Exclusions in our warrantyThe policy that Safelite has regarding rust may not be exactly the same as other auto glass companiesOur policy is based on our years of auto glass installation as well as our desire to provide the most comprehensive warranty in the industryWe stand behind our technicians and our installations knowing that the safety of our customers and their families is of utmost importance.Again, I apologize that weren't able to perform your windshield replacementI hope that this additional information has answered all your questionsIf not, please feel free to contact our Executive Service team at ###-###-####.? ? ?

Dear Mr***,I have been in contact with the Safelite management team in your areaAfter verifying the damages to your vehicle and reviewing the estimates provided, we are willing to accept responsibility for the damages that our work causedAttached is the estimate you provided for the aftermarket windshield replacementI will elaborate on what we will be responsible for, what we won’t pay for and the reasons.? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Line#2? ? Replace the windshield? ? ? Part:? 324.10? ? ? ? ? ? ? ? ? Labor hours @ = 193.05? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Line# 7? Interior Detail (Sublet)? ? ? ? ? ? ? ? ? ? ? ? ? ? ? 125.00? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Subtotal? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? 642.15? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Sales Tax @ 6.875%? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? 44.15? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Total? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? $the amount we are willing to cover.We will not pay to remove and reinstall the headlinerThe stain is very small and should not require removal of the headlinerRemoval of the headliner could cause more damage, for which we would not be responsible.We will not pay to inspect the air bagThe air bag light is not staying onIt comes on as IT should when you start the vehicle and then goes outThis indicates that the airbag system is working properly.When the windshield is replaced, it will include remove all the urethane so there should not be an additional amount charged for that.We will not pay to diagnose the service engine lampThis indicator is also not staying lit so there is nothing to diagnose.We will not pay for the Butyl Glass kit as butyl is no longer legal or safe to use in glass installationsWhile we are more than willing to pay to have the necessary repairs made, we are not willing to pay for “possible” issues or issues that don’t currently existIf you have any additional questions or concerns, please feel free to contact our Executive Service team at ###-###-####

I am rejecting this response because:The people who investigated the problem with the leak did Not water test for leaksThe tech who installed the window could see the light comming in around the slider channel and the windowThe area manager who came out could see the same thingThe manager said a tech would come and seal it if he could figure a wayAlso stated he would send a gift card for all my trouble

Dear Mr***I'm very sorry about the recurring issue with the defrost on the back slider on your Ford FAs you indicated there is a known issue with the rear defrost connections which may cause the defrost to stop workingAt this time Ford has not made any changes in manufacturing to
correct this.? I see that we were able to replace the glass at no cost to you on June 5thIt is also my understanding that through the efforts of a representative in the Safelite shop, this issue was brought to a satisfactory resolution

We spoke to the consumer at 4:33pm today and advised that we are replacing the windshield at no cost to himThe glass is on order and the shop will call to schedule the installation as soon as it is received
It appears that this was filed after we already resolved the issue exactly as the
consumer requested

Dear Mr***,I'm very sorry that our attempt to repair the windshield on your *** Classic, didn't meet your expectationsI also regret that it has taken so long for you to receive the refund that you were promisedI was able to see at least requests to refund the $that you paid
for the repair, unfortunately I couldn't verify that either of those requests were processedI submitted a check request for the entire amount, $on June 21, The check will be? mailed out today June 22ndWhile I don't have the check number yet, I do have a reference number that will allow any of our Executive Service team representatives to look up the check number once it has been issuedThat reference number is ***Please allow 7-business days to receive the check in the mailIf you need any further assistance, please feel free to contact our Executive Service team at ***

In contacting them they were to respond back by today 9/10/and they still have not contacted me? I feel as if the did not care for my time and the fact that the car is not fixed to how it was brought in to their place of business is disappointing? The fact that we have been fighting to get them to actually respond for the time it has been when it started before this complaint? This will have a impact on the perception of the business in my view

While it has been a hassle to receive even a refund from Safelite, complete with more misinformation given from their Executive Services team, a refund did eventually arriveOn 08/24, I received a call stating that they would issue a refund to my credit card, it would be there in 2-business days, or 08/at the latestOn 08/no refund had appeared, I called Executive Services on 08/and they stated I was once again given information, they hadn't even begun processing a credit card refund and asked if I would like a check overnighted, I was assured it would arrive on Saturday, 08/It never arrivedI called Monday 08/31, they told me it should arrive with absolute certainty that same day and they would email me a tracking numberThe email with that tracking number never arrived but at least this time the refund did arriveI'm disappointed with the service and communication from Safelite and will not be using their services again nor recommending it to anyone I know

Dear Mr***,
?
I’m very sorry about the issues regarding scheduling the windshield replacement for your Acura RDXIn reviewing the file, it appears that your insurance company originally approved a windshield repair not a full replacementThere is also an indication that your
vehicle needed body work done prior to the windshield replacementIn addition, you requested OEM or dealer glass which requires approval from your insurance providerThere was an appointment scheduled for June 22nd but that was deleted because the OEM request needed to be requested from your insurance provider by you prior to ordering the dealer glassYou should have been contacted prior to June 22nd and I truly apologize that didn’t happenThere is no good reason or explanation for the lack of communication
?
I do show that we were able to schedule installation of aftermarket glass for June 30, I hope that everything went well with the installation and you are satisfied with the workYou do have a National Lifetime warranty for as long as you own or lease the vehicleThe warranty covers defects in the materials and our workmanshipIt would not cover damage caused by something hitting the windshield
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Again, I apologize for the inconvenience you experiencedSafelite does appreciate your businessIf you have any additional questions or concerns, please feel free to contact us at 1***

I will seek another auto glass business and have the windshield fixedAs a matter of principle, I will never do business with Safelite againIf I had been dishonest and stated that the crack was due to poor workmanship, then Safelite would cover the lossToo bad for being honestGuess the workmanship doesn't come into play when a rock hits'it right? Thought you made a durable windshieldGoodbye Safelite and I will spread the word on how on the company is run by a bold face liar
*** ***

Dear Mr./Mrs*** ??" ? I apologize for the delay in respondingI have spoken with my manager Paul B***, he has informed me that there is no charge on the work order *** as it is a warranty and we broke the cover partWe are having a difficult time getting the right part and we are
very apologeticThe dealership sent only half the cover the first timeThe dealer only has the complete assembly available at our cost of $432.00, we have no problem covering thatWe are still waiting on the correct part to show up, we were told by the dealership the part should be in around the 20th or the 21stAs soon as the part comes in your local shop will be in contact with you to schedule an appointment ? Again I sincerely apologize for the inconvenience ? Thank you for choosing Safelite we appreciate your business ? Tiffany J***

Dear Mr***,I’m so sorry that you have an ongoing issue with the camera system on your *** ***I see that an aftermarket windshield was requested by your insurance company when you made the claimThat wasn’t a decision or error made by SafeliteEventually it was determined that OEM
glass was needed in order to restore functionality to all features of your vehicle.When you brought your vehicle back to Safelite in May, our request for authorization to install OEM glass on your vehicle was approved by ***We ordered the part from the dealer and it was installed on June 2, When your dealer attempted to recalibrate the camera, they weren’t able to do so.There have been multiple contacts from *** representatives and yourself trying to determine why after multiple windshield replacements, the camera is unable to be recalibratedThe Safelite location has also been in contact with the service manager at the dealershipThe most recent conversation I see was on June 12thIn that conversation we were advised that you were going to take the vehicle to a different dealership to have the camera recalibratedWe are waiting to hear from you about the results of that attempt

Dear Mr***,I’m very sorry that our attempt to repair the windshield of your *** Prius resulted in the windshield requiring replacementWhile we do have a very high success rate with our repairs, there is no way to predict how the already damaged glass will react to the repair process
I understand that you were advised of our money back guarantee if the repair isn’t successful or if you don’t like how it looksDue to your overall experience, we’re making an exception in your case.We have an appointment to install a new windshield for you on Saturday June 17, The time frame for our technician to arrive will be 8:00AM to 12:00PM at your work location in *** **The replacement will be at no cost to youAgain, I apologize that the repair wasn’t successfulWe do appreciate your business and your understanding

Dear Ms***,I'm very sorry about the issues surrounding the back glass replacement for your Mercedes Benz SThe back glass contains the connection and wiring for the antenna but the antenna itself is a part of the vehicle and doesn't come with the replacement glassI do regret that
this wasn't made clear to you when you scheduled the workWe are refunding the entire amount that you paid for the back glass installation back to the credit card used at the time of service, $Please allow 3-business days for the credit to be acknowledged by your financial institution.Again, I apologize for the issues and the delay in getting the refund to you

Dear Ms***,I’m very sorry that you have been experiencing a water leak in your Nissan QuestI reached out to the Operations Manager in your area and he wanted to see if we could arrange to do a removal and reinstallation of the glass to resolve any lingering water leak concerns.We want
to make sure there aren’t any issues in the futurePlease feel free to contact our Customer Care team at ###-###-#### or reach out to the Safelite shop directly to schedule the warranty appointment

Dear Ms***,? I’m so sorry that the wiper arm and wiper transmission were damaged as our technician was preparing to replace the windshield of your Chevrolet CobaltWhile I’m sure this wasn’t intentional, I know this put you in a bad situation heading into a holiday weekendI’m
glad that you were able to obtain a rental vehicle while we were awaiting the arrival of the replacement partsSince driving is vital to your job it was necessary for you to have a vehicle that had functional wipers.? I do see that the parts have been received and you are scheduled to have a technician come to you to complete the work on Saturday September 10th between 8:00am and 12:00pmI trust that all will go wellIf you have any concerns or questions, please feel free to contact our Executive Service team at ###-###-####We are available Monday-Friday 8AM to 8PM eastern time and Saturday 9AM to 1PM eastern timeWe are not available on Sundays

I am rejecting this response because:? I appreciate your response, however I think you are not understanding our frustration here.? We never requested original glass because we NEVER knew that nor were informed otherwise that you were quoting after market glass.? We spoke to several representatives? and not one said that this is for after market glass.? The general public, your primary customer, is not privy to what OEM mean, I still don't knowAll we know is we call to get a quote for replacing the glass in our auto just as it was before, if you are going to be quoting after market glass then the consumer should be made aware of this.? The way your representatives quote pricing is not forthright and is very misleading to the consumer.? ? Had we known we were being quoted for after market glass in the beginning or if you would have it in your written quote or listed on your website then there would be no problem

I believe we need to take this before a judge so we can can have these things done and check by a neutral party and see if the court can better help us so that both parties best interest is a the forefront because I dint want to be taken advantagd of as we deal with the details of this case of the water leak
Regards,
*** ***

I do apologize
I did request that the collection activity cease but somehow that didn't happenI have again requested that our internal collections department write off the amount and cease all collection activity for this consumer and this invoiceI will follow up to make sure that this happens before the end of this week
I sincerely apologize for the communication breakdown and that the consumer has continued to receive calls or letters asking for paymentThere is no balance owed to SafeliteAlso, this all took place internally so there will be no reflection on the consumer's credit report or credit history