Aloha Pools & Spas of Paducah

I am not a glass expert, Safelite isIf the OEM was needed in the first place, they should have advised me to get the right equipment from ***The vehicle is now at a body shop where it has been evaluated by *** and I am waiting to hear back on their decisionI didn't take the car to the dealership as I stated because *** took over with the claim but I am sure Safelite will continue to be involved as they likely damaged the camera system and now I have been without my car for a month.?
Regards,
*** ***?

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

Dear Ms***,? I’m very sorry to hear that the driver’s door glass shattered on your Honda AccordI’m relieved to know that you weren’t injured but I’m sure it was frighteningOur National Lifetime warranty doesn’t cover spontaneous breakage of tempered glass, such as door glassIn the
majority of cases, something hits the glass and causes it to shatterIf there had been previous issues such as the glass being off track or going up and down more slowly than before, it could possibly an issue covered by our warranty.? What we would like to do as a one-time courtesy, is to provide the door glass replacement at no cost to youAs a gesture of customer satisfaction, Safelite will absorb the full cost of the replacementPlease contact our Executive Service team at ###-###-#### to schedule an appointmentAny representative will be able to assist you, just provide your phone number and all this information will be available.? Again, I apologize for your experienceWe look forward to assisting you with a door glass 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 Ms***,
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I’m very sorry that the rearview mirror we reattached to the windshield of your GMC Yukon Denali became detached and broke the windshield as well
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Reattaching a rearview mirror is something we will do for anyone at no chargeIt’s a courtesy and comes with
no warrantyIt’s a bit like having an optician tighten a loose screw on your eyeglasses and then cleaning the lensesIt’s a nice thing they do whether you are a customer or not
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Although you were advised up front that there would be no warranty provided, as a one-time courtesy and in the spirit of customer delight; Safelite will be replacing your windshield at no cost to youWe do have an appointment scheduled for you in our Greeley, CO location on Friday August 12th at 11:00AMPlease allow minutes to hours for the work to be completed and the vehicle to be safe to driveIf you are dropping off your vehicle, please arrange to pick it up before the shop’s closing time of 5:30PMIf you have any questions or additional concerns, please feel free to contact us
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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

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 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

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.?

Totally unacceptable you call your selves a consumer advocate ??

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 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***,
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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
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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
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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

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 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 ###-###-####

Dear Ms***,
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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 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 MsP***,I'm very sorry to hear of the issues you experienced after we replaced the windshield of your Subaru ForesterSafelite does provide a national lifetime warranty on the materials and workmanship for as long as you own the vehicleWe do want to be able to resolve the issues.In
order to assess and view your concerns, we'd like to schedule a time for you to come to the Safelite location at? ? ** *** ***? ? *** **? ? ***After we're able to look at the vehicle we'll be able to determine how best to proceedPlease feel free to contact us at ###-###-#### to schedule an appointment or reach out to the Waterbury location directly.I do apologize that you didn't receive a response to your previous inquiries

Dear Mr***,
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I’m very sorry that we weren’t able to install the regulator and motor you supplied when we installed the back glass on your Toyota 4RunnerIn checking with the Safelite location that serviced your vehicle, I was advised that there was a nylon strap around the
regulatorWhen our technician removed the nylon strap to attempt to install the part, the regulator cable immediately unwound from the spoolThe technician didn’t cut anything on the regulator itself, only the nylon strap that was part of the packaging keeping the cable in place
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Our technicians were unable to put the cable back on the spool and advised you that you would need to take it to the dealer to have it installedBecause the cable unwound immediately after the nylon strap was removed, we believe that the part was not in proper working order when it was provided to us.? At this point? there is no way to verify that.? We contacted the service advisor at the dealership you are working withWhile they can repair the part, it would not have a warranty from ToyotaAlso the motor assembly doesn't appear to have any damage and they should be able to install it for you
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As a courtesy, we would like to offer you reimbursement in the amount of $for the regulator that can't be used plus tax and shippingPlease contact our Executive Service team at 1-866-212-5457? if you would like to accept this settlementWe would ask you to sign a Release of Liability before we send you a checkYou would still have a warranty for the glass installation done by Safelite as long as no other company removes the glass
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Again, I apologize that we were not able to install the parts for youAlthough we don't believe that our technician caused the damage to the regulator, we are able to extend this offer to you as a gesture of customer satisfaction