Aloha Pools & Spas of Paducah

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

Dear Mr***,I understand that taking your vehicle into the Safelite locations isn't as convenient as having a technician come to youIn some cases, we are able to achieve better results at a Safelite location than we might at a customers home or work locationThere are several reasons for this: ? ? ? ? ? Our shops provide a controlled environment, not being subject to inclement weather or other factors? ? ? ? ? In our shops we have access to additional tools and equipment that aren't available to our mobile technicians? ? ? ? ? A manager will be in the shop to assess the issue and oversee any work that is performed.The issue of rust in the windshield installation area should not be taken lightlyIt can lead to water and air leaks and the seal between the windshield and the pinchweld can deteriorateOur goal isn't to make things difficult, it's to assess the issue and recommend the best resolution to allow for a safe and effective? windshield replacement

I am rejecting this response because:they did not have trouble sourcing the part, I had found one the first weekThe error was they did not move forward with helping a customerThe customer had to find the part and constantly reach out to the businessThis is not how a company should treat the customerFor all the inconveniences I have had due to their errors I should be refunded, or compensated for my time and aggravation
Regards,
*** ***

Dear Mr***,I apologize that our previous response didn't adequately address your concernsYour frustration with the issues is understandableWhile we would like every installation to be 100% perfect the first time,? in a small percentage of installations mistakes can be madeTherefore, we provide a nationwide lifetime warranty? on the materials and workmanship for as long as you own the vehicleSafelite will correct any issues that are covered under our warranty at no cost to you.I can only imagine what it's like to discover that your windshield washer hoses were not reconnected just when you need them the mostStopping at the side of a busy road to reconnect them would be upsetting for anyoneWhile loose trim pieces and missing caps for wipers may seem? like small things, the? time and inconvenience caused may be significantTime is a precious commodity and when your time is limited,? anything that takes time away from work, family or anything else you have planned is aggravatingI regret that this situation has caused you to lose faith in Safelite AutoGlassAthough it won't change what has occurred, I would like to refund $of the amount you paid for the windshield installation as a gesture of customer serviceIf you could provide the best mailing address for a check the refund request can be processedPlease allow 7-business days to receive the checkIf you have any questions or to provide the mailing address, please contact our Executive Service team at ###-###-####

Dear Mr***,
I’m very sorry to hear that our attempt to repair the damaged windshield on your Toyota Camry has failedWhile we do have a very high success rate, there is no way to determine with any certainty how the already damaged glass will react to the repair processUnfortunately,
once an area has been repaired, it can’t be repaired again and replacement is the only optionSafelite does offer a money back guarantee with our repairs which is explained in the warranty information attachedTo summarize the guarantee: if the repair fails or if the customer is just not happy with the appearance whoever paid for the repair will be credited the cost of the repairThe replacement would be subject to any comprehensive deductible on the customer’s policy or it would be an out of pocket expense
Again, I apologize that the repair wasn’t completely successfulPlease feel free to contact our sales department at ###-###-#### to see if there are any promotions in your area that may reduce the out of pocket expense for youSafelite does appreciate your business and we wish you the best during this holiday season

Totally unacceptable you call your selves a consumer advocate ??

Dear Mr***,Regarding the damage to the dash of your Dodge pickup, the basis for our denial of liability is that your dash was damaged beyond repair before our technician replaced the windshieldBased on the pictures taken prior to the technician beginning the work; there was severe damage, holes, cracks and the dash? was in a brittle condition? before the installationThe attached pictures indicate this damage which was likely caused by many years of sun exposureThis was also in the letter from our in-house legal counsel.Your analogy to a dent in your vehicle doesn't necessarily applyIf there is a dent in your vehicle and someone hits it and causes additional damage, the repair costs will increase and the responsible parties can be assessed a specific amount.? Your dash was damaged beyond repair before the technician replaced your windshieldThe cost to replace your dash before we replaced the windshield is exactly the same as it is now, based on the pictures of the pre-existing damageAfter consulting with our legal department, our decision is not going to change regarding this issue

Dear *** ***,I do apologize that the windshield repair we performed has failed and is cracking furtherPlease know that no repair technician at Safelite would perform anything less than their best work intentionallyOur repair technician’s compensation is directly impacted if a repair is unsatisfactoryThey only perform repairs and don’t benefit if the windshield requires replacementWe stand behind our work with a money back guarantee because our technicians are the best in the business.After discussing your concerns with the local Safelite manager, we have determined that the best way to resolve this is to offer to replace your windshield in our shop at Northern Cross BlvdFort Worth, TX As a courtesy, we will perform this replacement at no cost to youIn addition, we will credit the $you paid for the repair back to the credit card you provided at the time of servicePlease allow 5-business days to see the credit on your account.Again, I’m sorry that the windshield repair failedPlease give us a call at ###-###-#### if you would like to schedule the in-shop replacement

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

Dear Mr***,
I’m very sorry to hear that you have new damage to the windshield that Safelite replaced on your Nissan Frontier in April of Safelite does indeed provide a National Lifetime Warranty against defects in material or workmanship as long as you own the vehicleAn
object striking the windshield which causes new damage is not covered by this warrantyI have attached a copy of the warranty for your recordsWhat the warranty covers is water leaks, air leaks, issues with moldings, defects in the glass itself or our installationObjects striking the windshield are completely outside our control and not covered by the warranty
I understand your frustration with having to replace your windshield again after only a year and a halfReplacing a windshield is an unexpected and generally unplanned expenseWe would be happy to work with you to determine if there are any promotions in your area that may save you some money on the cost of the windshield replacement
Again, I regret that you have new damage to your windshieldBecause this is not due to a defect in the materials or workmanship, it is not covered by our warrantyIf you would like a quote for a replacement windshield from Safelite, please call our sales department at ###-###-####Safelite does appreciate your business

Dear Ms***,Thank you for clarifying that *** has already been paid in full for the repairsSafelite will issue *** *** a check for the total amount of $There are three different address associated with the workPlease confirm which address we should use for mailing the checkOnce we confirm the correct mailing address, please allow 7-business days to receive the check in the mail.?

Dear Mr***,
?
I want to apologize for the issues you had with the windshield replacements that Safelite performed on your Ford FI would like to reassure you that you do have a Nationwide Lifetime Warranty in the glass itself and our workmanship, as long as you own the
truckIf you do have an unresolved problem with the installation of the windshield, please let us know as soon as possible so that it can be rectified
?
While new rock chips aren’t covered by our warranty, having a chip in the windshield doesn’t necessarily void your entire warrantyIf a water or air leak should develop over time, you are correct that having a chip in the windshield shouldn’t completely void your warrantyIt would make it more likely that when we pull the windshield to rectify a water leak or air leak the glass would breakHowever, that is always a possibility when removing the glassThe new damage would in no way cause the leak so your warranty would remain in place
?
The representatives that you spoke with may have been told at some point that any new damage voids our warrantyThat isn’t completely correctWhat would void your warranty is if a different glass provider performed any work on the windshield Safelite installedI regret that you received incorrect informationAlso, there is no justification for any Safelite associate to be rude and unhelpful when a customer has questions or concernsWe do have a team of representatives dedicated to handling warranty and customer satisfaction issuesIf you need any assistance, feel free to contact the Executive Service team at ###-###-#### and any representative will be happy to help

Dear Ms***,I'm very sorry that you were charged for windshield wipers that you didn't receiveA request to credit the $back to your Master Card was submitted on September 15, but was never processedI have attached a copy of the credit that was issued on October 3, It
generally takes 3-business days for the credit to appear in your account.I do apologize that it took so long for this error to be correctedYour patience and understanding are greatly appreciatedIf you have any additional questions or concerns, please feel free to contact our Executive Service team at ###-###-####

I am rejecting this response because: I would have never let Safelite do this job had they informed me of the cowl! I know the cowl was a little weathered, but the Tech ripped off a good inches & apparently through it awayI could have glued it back on! No but instead I have to buy a brand new one for $from the dealer plus labor because of your failer to keep me my good piece of rubber! I know what it looked like before the job, & it did not warrant a brand new piece! Your Tech destroyed that piece! He failed horribly! Shelling out the $was hardLet alone ? another $plus labor! I would like reimbursement of the cowl rubber that he through away that inch piece was still good! Your business ethics are undesirable! ? ? Sincerely? *** ***
Regards,
*** ***

Dear Ms***,
?
Thank you for being patient as we have obtained additional information about the claim for the windshield installation on the BMW The information we have gathered is belowOur Claims Investigation Unit is continuing to work on this and will determine how we
need to proceed
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On June 29th, Mr*** contacted Safelite and filed a glass claim using your insurance informationYou did call later that day and advised another Safelite representative that you didn’t authorize a claim to be filed and we should only speak to you
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On July 6th, a representative from the Safelite shop contacted our verification department with you on the line to attempt to verify the insurance coverage on the BMW I am including the details of that recorded call as provided by our Quality Assurance team
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“7/6/AT 3:PM
Donna with retail calling with insured *** *** to confirm coveragesSales brought the insured on the line to verify coverage’sThe CSR confirm the BMW 330i was selected off the policyThe CSR asked the insured to confirm the policy number and the insured stated yes, I feel like I have given out so many times, I do not know who I am giving my information to because you guys should already have it thereThe CSR stated we are just confirming the policy number to make sure we have it correct since we cannot verify coverageThe CSR placed the insured on hold to check verificationThe CSR informed the insured coverage is pendingThe insured asked if the policy number was not correct, the CSR stated yes it is that is why I went to another areaThe insured stated she did not have to be rude and the CSR stated no Ma’am I was not being rude I was just letting you know what I was doingThe insured became very upset with the CSRThe shop informed the insured she could come get her vehicleThe insured stated she was concerned about the pending coverages and the call ended”
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On August 2nd, a member of our Executive Service team spoke with you as well as Mr***In those conversations it was determined that you had sold the vehicle to Mr*** but your name remains on the titleThe existence of some type of relationship between you and Mr*** was confirmed at that timeMr*** stated that he was your husband and you denied that was the caseIt was also determined that before coverage could be verified, the windshield was replaced by Safelite in good faith that it would either be paid under the insurance claim or the windshield would be an out of pocket expenseDuring the phone conversation on August 2nd, it came to light that Mr*** didn’t have the money to pay for the workThe manager of the Safelite shop offered a discounted price of $for the installation and Mr*** was going to check with you about the cost
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At this time, a balance remains owed for the windshield installation on the BMW Our investigation is ongoing as to who is responsible for the balance dueSafelite didn’t disclose your personal information to any unauthorized third party, your information was provided to Safelite by yourself and Mr***

I'm very sorry for the issues after we replaced the door glass on your Chevy SilveradoI checked with the Safelite location in your area and they had agreed to refund $to you for the inconvenienceThis should have been credited back to the credit card you used to pay for the original
installationIf you haven't already seen a credit for $80, you should within the next 5-business daysIf not, please contact our Executive Service team at 1-866-212-
Again, I apologize for the trouble and delay in responding

Dear Mr***,I'm so sorry that you didn't feel confident in Safelite's follow throughI did verify that we received the windshield and it was installed in your vehicle todayMy understanding is that everything went wellIf you do have any further questions or concerns, please feel free to contact us at ***Safelite does appreciate your business

they did not say anything about the cowlThey said it was something on the door frameI just had the cowls replaced last year so they are brand new I have the receipts