Aloha Pools & Spas of Paducah

Dear Mr***,I'm very sorry that we weren't able to replace the windshields in your vehicles for youIf a technician sees rust around the installation area, he generally won't proceed with any work unless the shop manager states to move forwardIf some rust is seen before the technician
removes the windshield, there is likely more rust underneathIf there is significant or perforating rust in the installation area of a vehicle, a safe installation can't be performed until the rust is removed professionallyIf that rust isn't located until after the windshield is removed, the technician will not be able to reinstall the old windshield nor would he be able to install the new windshieldThe vehicle would be left without a windshield at all and would need to be towed to a body shop.If you would like a second opinion about the rust, please feel free to bring the vehicles into our Safelite location in Valley View, Ohio during business hours for a manager to inspect itIf you have any additional questions or concerns, please feel free to contact that location directly or our Executive Service team at ###-###-####.?

Dear Mr***,I’m very sorry that some damage occurred while our techs were working on your Saturn VueI’ve been in contact with the field management team and discussed options regarding the dash bezel that was damaged and the pillar molding that was scratchedWe are accepting
responsibility for the damage we caused and the reasonable cost of the repairs.The manager of our location in *** ** has the replacement dash bezel in his officeIt was suggested that you could go to *** *** at *** ** *** *** ** *** ** *** (phone number: ###-###-####)They should be able to repair the pillar molding for you since it has been discontinued and they could install the dash bezel for youSafelite would pay them directly to do the work for you.If you would like to move forward with this, please let us know

Dear Mr***,
I’m very sorry for all the issues regarding the windshield installation for your Toyota HighlanderI do show that we brought out the incorrect windshield on different datesThere are in fact different windshields made for your vehicle based on the features and
sensors that the vehicle hasIt appears that we selected the incorrect windshield on different occasionsI do see that we weren’t able to install the windshield on one occasion due to weatherBased on the part the technician had that day, we wouldn’t have been able to install it regardless of the weather because it still wasn’t correct
I want to assure you this isn’t typical of the service that Safelite provides and I regret that this did occurSafelite would not behave in a fraudulent manner and we work with many insurance providers to identify and prevent fraudulent insurance claims from other glass providers
I do show that you had *** * *** *** install the correct windshield for youI’m sorry that we let you down and we weren’t able to provide the service for youIf you have any additional questions or concerns, please let us know

Good Afternoon,
Ms*** contacted Safelite on July 15, about the mobile fee she was chargedWe already credited the back to the card she used at the time of serviceTHe customer was first told that we would send a check but because she paid by a credit or debit card, we issued the
credit back to the cardThe notes from that call are:
CCI SAYS SHE WAS QUOTED $PLUS TAX BUT SAYS IF SHE WAS TOLD IT WOULD BE AN EXTRA FOR MOBILE SERVICE SHE WOULD HAVE BROUGHT IT IN SHOP / CALLED SHOP MANAGER TO SEE IF HE COULD JUST CREDIT THE MOBILE FEE BACK TO CARD BUT MANAGER ON VACATION/ SENDING CUSTOMER $CUSTOMER DELIGHT CHECK? ? ? ?
Our file was closed because we did what exactly the customer asked

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

Dear Ms***,
I’m sorry that there was a delay in emailing you the Release of Liability for your signatureThe form was emailed to you on September 21, by one of our Executive Service team representativesIf you could please sign the release, have it witnessed and return it to us either by email or fax, we will be able to credit you the $as promisedIf you have additional questions or concerns, please call ###-###-####

Dear Mr***,
I’m very sorry for the issues regarding the back glass installation on your Toyota TundraA member of our Executive Service team spoke to you on September 23, and scheduled an appointment for us to view your vehicle on September 28, to seal the area where there is a gap
Also, you will be receiving a $gift card from the local Safelite shop as a gesture of goodwillWe do appreciate your business at SafeliteIf you have additional questions or concerns, please call us at ###-###-####

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I’m so sorry that our attempt to repair the windshield of your Chevrolet Colorado wasn’t successful and the windshield cracked completelyWhile we do have a very high success rate with our repairs, there is no way to tell with any degree of certainty how the already
damaged glass will react to the repair process
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A member of our Executive Service team contacted you on October 12, and as a courtesy; Safelite has scheduled a no cost windshield replacement for you to occur on Tuesday October 13, I do apologize for any miscommunication and inconvenience you have experiencedSafelite does appreciate your business

I'm very sorry to hear about the misinformation you received regarding the failed repair credit for your Ford Taurus windshieldIn reviewing our notes, you spoke with a Safelite representative on January 15, about this issueAs a result of that conversation, you were advised that we
would be sending you a check for $Please allow 7-business to receive the check in the mail
Again, I apologize that you were incorrectly advised that the $credit would be applied to your deductibleThe credit was in reality refunded to your insurance provider as they paid for the repairThe check request to you is in processIf you have any other questions or concerns, please call 1-866-212-Safelite does appreciate your business

Dear Ms***,
I'm very sorry that our previous response wasn't satisfactoryI understand your frustration in not being able to get a timely appointment to have the source of the water leak locatedExtended periods of rain can make it challenging to schedule an appointment, especially if there is no covered area where the appointment is to take placeI do see that when we were able to check your vehicle, we were able to arrange to have someone meet you early at one of our Safelite locations and then take you to workAfter we found the water was leaking from the sunroof, we were able to drop your vehicle back off to you at your place of employment
In addition, I apologize that you were not made to feel like the valued customer that you areThere is no excuse for anyone being rude or unhelpful when speaking to our customersI regret that these actions have caused you to lose faith in Safelite

Dear Ms***,I'm very sorry that there was damage to the interior of your Lincoln Town Car after we replaced the windshieldI understand your frustration since you initially reported this to us in May I have been in contact with the field management to discuss what we have and haven't
been able to do to assist you.Safelite does accept responsibility for the damage to the vent and to the "spray" that is on your interior moldingsWe attempted to locate the replacement pillar moldings for your vehicle but they have been discontinuedWe had a vendor in mind to attempt to clean the moldings but it appears that they never contacted you.At this time, we would like to ask you to provide estimates for repair, replacement or cleaning of the interior a-pillar moldingsAlso an estimate to replace or repair the damaged vent on your dashIf you could provide those estimates for our review, we would be happy to move forward with a resolution.Again, I apologize that the damage occurred and it is taking an unusually long tome to get this correctedWe want to take care of these issues to your satisfaction.? ? ?

Dear Mr ***,
I understand your frustration about having to replace the windshield on your BMW We did have contact with a representative from *** by the name of ***He is familiar with the the warranty and the possible outcomes of an attempt to repair a windshield*** called in on your behalf to see how we might be able to assist since you carry a $comprehensive deductibleAs a courtesy, we offered to absorb $of the deductible meaning you would be responsible for up to $for the windshield replacementWe were advised that you didn't find that acceptable
We reached out to the local management to see if anything additional could be done but haven't heard backWe will continue to follow up but at this time this is the most we can offerIf you would like to discuss this further, please feel free to reach out to the local Safelite shop or contact our Executive Service team at ###-###-####

Dear Ms***,I’m very sorry that you experienced a water leak and damages after we replaced the windshield of your Honda CivicThe most recent contact we had with you was April 25, During that call a representative advised you that a check in the amount of $had been issued
and would arrive by UPS overnight delivery on April 26, Our understanding is that you will be travelling out of the country beginning Thursday April 27, The check for $represents the cost of the detail and to replace the charger that was damagedThose were the only items you requested prior to filing a complaint with the Revdex.comYou were advised that someone would need to be available to sign for the overnight delivery.We will be honoring your request to refund the amount you paid for the installation, $392.10, as wellThis amount will be credited to the credit card you provided at the time of servicePlease allow 3-business days for your financial institution to acknowledge the credit in your account.Again, I apologize for the issues and the delay in refunding the cost of the detailing and the charger

Dear Mr***,I'm very sorry that you have lost faith in SafeliteWe are going to honor your request to refund the $you paid for the windshield installation on your Chevy SuburbanThe refund will be issued as a credit to the card you provided at the time of serviceIn order to issue the credit, we will need to have you sign a release of liability that terminates any warranty with SafeliteYou will receive the release by email and you may return it to us either by email or faxThe details will be included with the documentOnce we receive the signed release, please allow 3-business days for the funds to appear in your accountAgain, I regret that you weren't happy with the work that Safelite did for youIf you have any additional questions or concerns, please call us at ###-###-####

Dear Mr***,I apologize again for the delay in refunding the amount to your credit cardThe address on the document does not represent your addressThat same address appears on every credit card refund that we process and will not impact your refund at allAs we have said, our supplier doesn't have the OEM glass and is stating it's on backorder with no ETAOur order with the supplier is still open and if the part becomes available, we will receive itWe have no way of knowing when or if that will happenIf you have a source for the OEM glass and would like someone else to do the work, please forward us a detailed estimateThe option of replacing the glass with what we have available, fixing the water leak and repairing or replacing the rear panel is still an optionPlease let us know which of the options you would prefer to resolve all the issues.?

6/4After reviewing the notes on file, you have retained legal counsel regarding your issuesAll correspondence should be directed to our legal team.?

Dear Ms***I apologize for any confusionI see that the windshield replacement on your Hyundai Accent was performed by Safepro Auto Glass, not Safelite AutglassSafepro's phone number is ###-###-####

Dear Mr***,
I'm very sorry for the delay in getting the additional information and responding to the issue regarding damage to the dash? of your Toyota CamryI am happy to report that all the necessary information was provided and the replacement of your dash has been approvedI spoke with *** at ***? Toyota today and he is preparing an updated estimate and? planning to order the necessary part/sSafelite will pay for the parts up front and will pay the balance once the work is completedWe will also provide a rental vehicle if needed while your Camry is being repaired
If you don't hear from *** Toyota in the next few days, please feel free to contact them to arrange a time for the work to be doneAlso, a representative from Safelite's Executive Service team will be in touch with you regarding setting up a rental vehicle if needed
Again, I apologize for the damages and the time it has taken to get the repairs authorizedIf you have any questions or concerns, please feel free to contact us at 1-866-212-5457,

I am rejecting this response because: I didn’t feel technician had enough proper training to midigate damages to my windshield?
Regards,
Shea D***

I am waiting the days but I have been told it would be business days, business days and now business days before a check will arriveThis has been going on since since Jan 3, I have been dealing with this issue for over a monthThe refund amount is minimal and apparently is of no concern to themThey have no respect for my time or what I have had to go thought to obtain this refundNo apology or even the refund is going resolve this issueThey have lost me as a customer and I will make sure that everyone I know is aware of their business practicesThis is absolutely the worst company I have ever dealt with regarding a refundI have been lied to over and over again and there is absolutely no excuse