Aloha Pools & Spas of Paducah

Dear Mr***,I’m very sorry about the miscommunication regarding the claim to replace the windshield on your Subaru OutbackI first want to assure you that has been cleared up and we were able to confirm the claim is filed as a comprehensive claim with $deductibleSafelite did issue you
a credit on April 6th for the $you paid for the workYour bank, or credit card company, should return the funds to your account within 3-business days.Safelite performed the windshield replacement on March 26th with the expectation that you would not have any deductible due under your comprehensive coverageThis was the courtesy that an associate was referring toRather than make you wait for coverage verification, the windshield was replaced in good faith that we would be paid for the work.We hadn’t yet received coverage verification with any deductible amount that appliedWhen we received verification from your insurance company, we were advised that the claim had been filed under your collision coverage subject to a $deductibleWe were provided that information over the phone on March 27th and April 2nd, after we completed the workWe were finally advised that the claim was being corrected on April 6th and we immediately took action to refund you and bill the insurance company.I apologize that prior to the claim error being corrected, you were contacted multiple times to collect the amount due for the installationBecause we were advised by your insurance company that you were responsible for the cost, the Safelite location that did the work attempted to collect from youI apologize that you felt pressured by our associate or associatesI would like to get additional information about you not being able to use your carIs this due to a dead battery? Have you been able to determine why the car isn’t running? Do you believe that our technician did something to cause this?

Dear Ms***,I’m very sorry for the issues you had when we replaced the windshield of your *** MuranoI see that there is a warranty appointment scheduled already to install the new interior pillar moldings that were damaged.As a courtesy, we will be mailing you a check for the $you
requested to cover the balance of the rental charges that *** didn’t payWe will mail the check to the address listed on your complaint with the Revdex.com, unless you provide an alternate addressPlease allow 7-business days to receive the check in the mail.Again, I apologize for the damage to the pillar moldings and the inconvenience you have experienced

Dear Mr***,I'm very sorry that our attempt to repair the windshield of your Honda Accord wasn't successfulWe do have a money back guarantee but as you are aware, the money goes back to the insurance company if they paid for the repair.After reviewing the issue and discussing it with the
manager of our Visalia, CA location; Safelite has determined that we will replace your windshield at no cost to you as a courtesyA member of our Executive Service team left you a voicemail today with this information also.I apologize that you have lived with a windshield that? has continued? to crack for more than yearsPlease contact a member of our Executive Service team at ###-###-#### at your earliest convenience to schedule the windshield replacementAgain, Safelite is absorbing the full cost of the replacement as a courtesy

Regards, this is the worst customer service I have ever received and I believe you need to learn more about the vehicles you install glassMy particular vehicle has a rain sensor and a automatic headlight sensor there, both get power and ground from the same wiresAutomatic headlights work fine wipers did until your techs put my windshield inSo your argument does not work out

Dear Mr***,I’m very sorry that the side molding on your Range Rover came off the vehicle and required repl***mentWith your windshield repl***ment, Safelite provided a lifetime warranty on the materials and workmanship for as long as you own the vehicleThe issue with the molding
could have been resolved at no cost to you, had we been made aware of it.In order to consider the possibility of reimbursing you for the work you had done at the dealership, we will need a copy of the receipt for the workOnce we receive that, we will be able to make a determination about the reimbursement.Please feel free to contact our Executive Service team with any additional questions or concerns.?

We are working diligently with the consumerWe had agreed to cover the cost of the original estimate to replace the moldings and the hardwareI also approved a one day car rental for Ms*** as we weren't going to be able to come out until today to remove and reinstall the windshield for the body shopWe have now received an estimate that is over times the original and includes items that we shouldn't be responsible to pay including hours of labor for Safelite to remove and reinstall the windshieldWe are also being told that it will require days to complete the workI just wanted to provide an update and let you know that we are attempting to come to a fair resolution
Thank You,
Safelite Executive Service Team
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I’m very sorry that our attempt to repair the windshield damage on your Ford Explorer 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 that
There are several factors that play a role in completing a successful repairThese include but are not limited to:
·? ? ? ? ? ? ? ? The age of the damage
·? ? ? ? ? ? ? ? The size and location of the damage
·? ? ? ? ? ? ? ? Glass is an unpredictable and sensitive material
Because the damage cracked beyond what was repairable, we didn’t charge you for the workA member of our Executive Service team spoke with you today and arranged for you to have the windshield replaced for less than the $you would have paid for a successful repairYou have an appointment scheduled today, March 20, at 2pm to have the windshield replaced for an all inclusive price of $
Again, I apologize that the repair attempt wasn’t successfulWe do appreciate your business and look forward to completing your windshield installation for you

I am rejecting this response because:I disagree that your technicians are the best trained, as customer service is non-existentWhy would the technician crack the windshield further but not say anything about it and leave without discussing it? This demeanor is evidence that his training is subparWith your "policy" your technician could come straight to us and advise us of further issuesHe did notDo you train your technicians to not communicate to the customer? In that case maybe you do have the best trained techniciansSame goes for your company, why is this the first time I am heading from your company after first communicating a month ago? Takes a month for your company to respond? Everything is evident that your company severely lacks in customer serviceAgain, if your technician would communicate about the issues this wouldn't be a problem, but he simply did a subpar repair attempt, did more damage and tried to skate by by not owning up to itThis is shady business practice
Regards,
*** ***

Dear Mr***,
?
I’m so sorry to hear about the long list of issues related to the installation of a windshield on your Toyota TacomaIn researching your concerns I’ve been in contact with the Safelite store manager and requested any recorded calls between you and Safelite
representativesUnfortunately, you created your work order through the Safelite website and subsequent conversations were almost exclusively with the Safelite shop personnelThe shop phone lines are not recorded
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Regarding OEM parts, we have no record or documentation of your request for OEM partsThe work order reflects the aftermarket parts that were installed on your truckIf you want OEM parts installed, there would likely be an additional cost involvedThe price you paid was for aftermarket parts, not OEM
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Regarding the urethane spots and the rain channels, the Safelite manager in Portland has attempted to reach you by phone and email to set up a time to inspect the issuesSafelite does provide a nationwide lifetime warranty on the materials and our workmanship for as long as you own your vehicleAnything caused by our installation, we would fix at no cost to you
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Again, I apologize for the technicians appearing rushed and not addressing your concerns more professionallyWe do appreciate your business and we want to correct any deficiencies in our workIf you would like to schedule a no cost warranty appointment to have your vehicle inspected, please feel free to contact the Executive Service team at ###-###-####

Dear Mr***,
I regret that your experiences with Safelite have left you feeling disrespected and unhappyI want to assure you that the feedback you provided is reviewed by members of management for training opportunities at all levels
Again, a chip in the windshield will not completely void the warranty you have with SafeliteWhile it is considered new damage and not something that is covered by the warranty, you do still have a warranty for material defects and our workmanshipIf you have any warranty issues that need to be corrected, please contact our team of experts at ###-###-#### for assistance in scheduling a no cost appointment
As a gesture of courtesy, Safelite would like to offer you a partial refund of $that will be credited back to the credit card you used to pay for the initial serviceIt will take about 5-business days for the credit to reflect on your accountSafelite does appreciate your business and your feedbackWe can only improve if we know how we have fallen short

Dear Mr***I do apologize for any confusionI verified that we did refund the $back to the credit card you provided for the installationI have attached the credit receipt showing we processed the refund on June 5, The funds should have been deposited back to your account about business days after thatIf you don't see the funds, please contact your bank or credit card company directly

Good Afternoon,
I just received an update from a supervisor in our Sales Quality Assurance departmentSafelite is unable to release recorded calls outside our call centerI'm sorry that I'm not able to send you the recorded call
I was able to confirm that the QA supervisor spoke to the consumer on July 12, and did play the recorded call for him and had a lengthy conversation with himThe consumer wasn't satisfied even after hearing that he did confirm the part incorrectly to the representativeMr*** stated that the glass was stationary not a power window when asked by the Sales RepresentativeThe email I received from the QA supervisor specifically stated "I called the customer and played the audio for him and we discussed itI played the portion of the call where the part was confirmed and selected, and the customer was not satisfiedI explained to the customer repeatedly that because he confirmed the part incorrectly, there was no error on the part of Sales."
In Mr***'s vehicle the back window is a pane assembly, not a single piece of glassMy guess is that when asked about the glass he responded that it was stationary because the single pane that broke was not the sliding piece but one of the stationary panes on either side of the sliding paneAs a courtesy, I would be able to absorb $of the cost of the jobThe total for the correct part is $618.80? and I could offer a price of $
If there is anything else you need, please let me know

I reviewed the response made by Safelite Auto Glass in reference to complaint ID ***, and I'm very disappointed with your decision? Safety is first and foremost for my family, ? therefore we need to have the side curtain airbag inspected due to the fact that it was the source of the water leak? See Attachments? Also, I will have diagnostic testing performed on the service engine lamp? If ? the testing results indicate hidden-water damage, I will demand reimbursement from Safelite for the damages due to the improper installation? ? ?
Regards,
*** ***

I contacted the corporate headquarters and they agreed to replace the windshield for free if I go and have it done at their shopI find this an acceptable resolution

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

I’m so sorry to hear that you have some scratches on your nearly new Jeep RenegadeSafelite provides a Nationwide lifetime warranty on the materials and our workmanship for as long as you own or lease that vehicleIf our technician causes any damage we always step up and fix
it.? Initially, I thought you were talking about scratches to the A-pillar moldings or trim pieces that are on each side of the windshieldWhen I spoke to our Operations Manager, MrD***, he explained that the scratches you located were on the underside of the wheel wells above the front tiresHe stated that what you pointed out to him were about abrasions or scuffs on the driver side and passenger sideI have attached a picture of a Jeep Renegade with red arrows indicating the area where you believe the technician scratched your vehicleYou may not have noticed the marks prior to the windshield installation but they were most likely caused by rocks or other debris being thrown while you were drivingYou may also notice similar abrasions above the rear wheels of your vehicle.? When a technician is doing an installation he does have to move all around the front of the vehicleContact is primarily around the windshield, the hood latch to open the hood and around the windshield wipersThe technician may also use our “True Seal” technology and attach a swing arm with a suction cup that attaches to the door of your vehicle to assist with moving and properly placing the glassThe marks you are concerned about aren’t in any location that our technician would touch? Again, I’m sorry that you have some abrasions on your vehicleAfter looking at the areas and with many years of glass installation experience, Safelite has determined that we aren’t responsible for the abrasions because they are a natural occurrence while drivingIf you have any additional questions or concerns, please feel free to contact our Executive Service team at ###-###-####We are available 8:00am-8:00pm Eastern time Monday through Friday

? I’m very sorry that our attempt to repair the windshield of your Honda Accord 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 process
Our records show that we were able
to provide a replacement windshield at no cost to youThe installation was performed on Saturday March 19, at our home addressI’m glad that we ere able to reassure you of your families safety and install the windshield at a time that was convenient for you
Again, I apologize that the repair wasn’t successfulSafelite does appreciate your businessIf you have any additional questions or concerns, please feel free to contact usWe’ll be happy to help

Dear Ms.***,I'm very sorry to hear that you have a dent near the side view mirror on your Subaru XV CrosstrekOur records show that we replaced the windshield for you on May 16, We do provide a nationwide lifetime warranty on the materials and our workmanship as long as any warranty
issue is brought to our attention with days of discovering itYou first contacted us over months later on September 22, 2016.When the manager did view the dent, it was quite prominent and not something that would likely be overlooked for monthsTherefore it was determined that this is not something that we would accept responsibility for.You have also been in contact with several members of our Executive Service team and have advised us on numerous occasions? that you intend to file a lawsuit for damagesIf we truly felt that we were responsible for the damage, we would take care of it under the terms of our warrantyThere is no telling what happened in the months between the time we performed the windshield replacement and the time that you first reported it to usWe just don't see any way that we could be responsible for the damage.Please feel free to contact us at ###-###-#### with any additional questions or concerns

Hello -I need a case file updated to reflect that Safelite will be taking ownership of this case and we are making arrangements with the member (*** ***) to have their vehicle repaired at our expense? Complaint ID: *** Complaint Type: Business Complaint Date Filed: 1/20/4:PM

I'm very sorry about the stains on the interior of your Mazda Our notes indicate that you have already worked with a member of our Social Media team to bring this to a satisfactory resolutionWe are refunding your $deductible, we will pay to have the stains removed and provide a rental
vehicle while that work is being doneAfter you submitted this issue, you also noticed a spot on a Denver Broncos Jersey that you were wearingThe plan at this point is to see if a professional dry cleaner will be able to remove the stainIf so, we will reimburse the cost to youIf not, we will work with you to make sure that you are completely satisfied with the resolution
Again, I apologize for the issuesWe do appreciate your business and look forward to resolving everything to your satisfaction