Aloha Pools & Spas of Paducah

I am rejecting this response because:why should I have to go to them?Regards,? *** ***

Dear Ms***,? I’m very sorry that you have damage to your *** We have addressed your concerns each time you have submitted a complaintWe have responded to you directly, we have responded to your insurance provider and we responded to the news media when you complained to
Action I have included the response that was provided to the news stationAs well as the preinspection pictures and preinspection report.? We’ve been in contact with Ms*** since her first complaint after the appointment on SeptFor your background, Safelite AutoGlass technicians perform pre-inspections of vehicles to note any existing damageWe take photographs, which are time-stamped, and then review them with the customer(We’re happy to share those if you’d like.)? In Ms***’s case, we have time-stamped photographs of the damage prior to the appointment that match the damage in her photographs from after the appointment, one being a door-dingMs***’s appointment took place in a crowded parking lot, and the technician asked her to move her vehicle to a spot away from other vehicles so there was no chance for him to cause a door ding.? Ms*** attempted to file the complaint again, and our Executive Services team scheduled the Octappointment she referenced, which was later canceled because our local manager already verified the damage was not caused by our technician.? At Safelite, we stand by our work and will always take care of any issues caused by our techniciansIn this case, our review indicates the complaint is unwarranted.? Because the damage was documented prior to the technician beginning the work, we will again respectfully deny any liability for it

Dear Ms***,I’m sorry to hear that you have damage to the headliner on your Cadillac SRXI did review the preinspection report and the pictures that our technician tookI have included a copy of the preinspection and the picture of the headliner on the driver sideThe timestamp on the
preinspection is 4:52:PM and the timestamp on the picture is 4:51:PMI circled the pre-existing headliner damage in red.Because the headliner damage was documented by the technician prior to beginning the windshield removal, we must respectfully decline your request to repair or replace the headliner on your vehicle

[A default letter is provided here which indicates your acceptance of the business's response.? If you wish, you may update it before sending it.]
Revdex.com:
I reviewed the response made by the business in reference to complaint ID 11977206, and find the resolution is satisfactory to me
Regards,
Lina V***

I am rejecting this response because: THE SHOP? COULD NOT REPAIR THE TRUCK UNTIL YOU HAVE DONE ALL YOUR WORK AND IT TO YOU DAY'S TO GET IT DONE RIGHTIF THE SEAL WAS DRY ROTTEN THE WHEN I HAD THE WINDSHIELD PUT IN THESAFELITE SHOULD HAVE TOLD IT WAS BAD THEN AND? THE PROBLEM WAS IT WAS NOT INSTALLED RIGHT BACK IN AS FOR THE DOWN DOWN TIMEI? NEVER AGREED TO ONLY WEEK.DERRICK JUST ASKED ME WHAT HE COULD DO FOR ME AND I SAID PAY THE DOWNTIMEI ALSO TOLD DERRICK I MADE A MISTAKE ON THE DOWN TIME AND IT SHOULD HAVE BEEN MORE THE WHAT I SUBMITTED TO HIMPLUS I SENT DERRICK A E-MAIL SAYING I WOULD WAVE IT IF HE WOULD SUBMIT ANOTHER WEEK OF DOWN TIME
Regards,? *** ***

I’m so sorry that trim piece around your quarter glass wasn’t order in a timely mannerWe did replace the glass itself on June 17th but we apparently didn’t order the trim piece when we order the glass from the dealerThat was an oversight for which I truly apologize
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Our records
indicate that we did order the part and it was installed on July 5, Because of our error, Safelite absorbed the cost of the trim piece and you weren’t charged anything for itYour frustration is understandable and I do apologize for the lack of communication and delays in completing the workSafelite does appreciate your business and we hope that everything is now satisfactory
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If you have any further issues or concerns, please feel free to contact our Executive Service team at ###-###-####

I want this complaint closedI plan to pursue this through the courts as a civil matter for breach on contract

Dear Mr***,
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I’m very sorry that we weren’t able to complete the windshield installation on your Ford FIn reviewing the notes and speaking with the Safelite shop, I was able to determine that the reason we were unable to complete the work was that your vehicle has extensive
rust in the installation areaThe rust has perforated through the metal so that will need to be fixed by an auto body specialist before the new windshield can be installed
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At the time the old windshield was removed, you were advised that the rust needs to be corrected before we can install a new piece of glassSafelite didn’t do anything to cause the rust so we would not be responsible for repairing itWe would also not be responsible for any damages to the interior of the vehicle or lost work time due to the delay in getting the rust removed and any holes in the metal frame repaired
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Again, it is regrettable that the body rust in the windshield installation area is preventing us from completing our jobWe would be happy to proceed once the damage is corrected and we can safely perform the workIf you have any further questions or concerns, please feel free to contact us at ###-###-####

Dear Mr***,I apologize that the previous response prepared by our legal department didn't address all your concerns.Safelite will continue to advertise that we perform windshield repairs and glass replacementAlthough you had a negative experience and we do regret that, the vast majority of our customers are happy with our work.? We are unable to give you a guarantee that we will pay for any future medical billsIf there are any future issues they will be addressed at that timeThis is the first we were advised that you incurred out of pocket costs for a rental vehicleIn order to consider reimbursing you for the charges, we would need a copy of the rental contract or an invoice from Enterprise showing the rental datesWe will be happy to review that paperwork for potential reimbursement once we receive it

Dear Ms***,? I'm very sorry our replacement of the windshield in your Buick Enclave resulted in a water leakAlso, that our first attempt to stop the leak wasn't successfulI understand that the water leak issue has been resolved and we paid for repairs to your vehicle.? Please
forward any receipts and documentation of repairs you paid for between the windshield installation date of August 9, and the warranty appointment on May 15, Once we receive them, we'll review them for potential reimbursementSafelite will accept responsibility for any damages directly related to our work.? We don't provide compensation for any diminished value claimsTherefore, we must respectfully deny that request

I called Safelite at ###-###-#### and spoke to a woman named AJ on 1/3/I explained what happened and gave her both work ordersShe asked if she could call me backShe called baxk from ###-###-#### and reduced my price to $AJ said this price included everything (labor, new clips, new
molding and tax)She told me this discount was a courtesy approved by a manager, though she didn't provide the managers nameShe told me the Safelite technician will be a man named JasonThis is all under Safelite work order ***This work is scheduled for later today, 1/4/? I will advise you once this work is completed and if the price AJ quoted was what I actually am charged.? ?

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

Dear *** ***,? I’m so sorry that the windshield repair we performed on your Toyota Tacoma did not meet your expectationsWhile 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 processThe
outcome of a repair is affected by many factors, including but not limited to:? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? - The age of the damage? ? ? ? ? ? ? ? ? ? ? ? ? ? ? - The size and location of the damage on the windshield? ? ? ? ? ? ? ? ? ? ? ? ? ? ? - Glass is a sensitive and unpredictable material? Our chip repairs are done to preserve the structural integrity of the glass and not for cosmetic purposesIf the repair fails i.estarts to crack out further or is not visibly pleasing; Safelite offers a money back guarantee where we will credit the cost of the repair toward the replacement of a new windshield; however your deductible or out of pocket cost would applyIf you would like a quote for a windshield replacement from Safelite we would be happy to provide that to youIf you don’t wish to have Safelite replace the windshield for you, we will refund the $you paid for the unsatisfactory repair back to the credit card you supplied at the time of serviceWe will not agree to pay for another glass company to replace the windshield.? Again, I apologize that our attempt to repair your windshield wasn’t satisfactory

Dear Ms***
I’m very sorry for the misunderstanding regarding the invoice for the windshield replacement on the *** Express van under the company name of *** ***Our representatives do ask for credit card information at the time of scheduling but if we are provided with
valid claim information nothing should be charged to the credit card, unless you have a deductible to payWith State Farm, the claim must be filed by the policyholderThe claim information will not be accepted from Safelite aloneAs soon as you advised that you wanted to file a claim and you had State Farm insurance, you should have been connected to *** *** at *** the third party that takes glass only claims for State Farm
At this time, I do see that the entire amount billed to your credit card is being credited back to that cardIn order for Safelite to be paid for the work that we have completed, we will need your assistance with filing a glass claimPlease feel free to contact our Executive Service team at *** or you may contact *** *** directly and then provide us with the claim information so that we may submit a corrected invoice for payment

I apologize that our previous response regarding the windshield replacement on your Kia Soul didn’t address all your concerns and wasn’t satisfactory
I’ll attempt to address all your concerns as indicated in your rejection
1.? ? ? ? ? ? All aftermarket glass is made to the same specifications as the original manufacturer’s glassIt is
required to meet the same Federal Motor Vehicle Safety standards for safety, light transmission, and structural integrityThere can be slight (usually not significant) variances in the tint and shadeband colors between manufacturers and between batches of glass from any manufacturer, including the original manufacturerOur records don’t indicate EXACTLY how the glass installed differs from the original glassIf you could provide specifics, we would be happy to address them
2.? ? ? ? ? ? You stated that the technician had “gone through your car”Specifically, that a sticker you had
removed from your damaged windshield had been placed on the new glassA technician may do this as a courtesy to the customer if he or she believes that it most likely is needed on the new windshieldIn addition, some papers that had been on the floor of your vehicle were placed on the seatThis may have occurred so the technician didn’t step on them or get them dirty while working inside your vehicleI’m sorry that this was not acceptable to youIt was done in order to be courteous and not to invade your privacy
3.? ? ? ? ? ? The claim filed with your insurance provider didn’t specify that OEM or dealer glass was requested
Your insurance claim indicated that your windshield should be replaced with one that was of “like kind and quality” as the originalThat is what your insurance provider agreed to pay for under the claimIf you would like OEM (KIA factory glass) it is likely more costly than the aftermarket glass that was installed in your vehicleIf your insurance provider agrees to pay for any additional cost, the claim can be changed to show that and we will order and install the glass with no additional cost to youIf your insurance provider does NOT agree to pay any additional cost for OEM glass, we could still order and install it for youAny additional cost would be your responsibility
4.? ? ? ? ? ? A member of our Social Media team received your first communication on October 27, After she
verified that she was looking at the correct work order, she contact the Safelite shop prior to sending you a replyThat reply included the information that your glass claim didn’t specify OEM glass and you were informed by the local Safelite shop that the glass that we had available was aftermarket glassYou advised them that you needed the glass installed and authorized the aftermarket replacementThe Social Media representative also stated that we could order and install the dealership glass but your insurance provider would need to approve any additional cost and update the claim to reflect the changeWe received no reply from you and the file was closed after hours pending a response from youYou were sent an email survey at that time
5.? ? ? ? ? ? On October 29, we received a survey response from you that the issue was not resolvedOn
October 31, our notes show that a representative attempted to contact you at the only phone number we have on file for youAt approximately, 11:AM eastern time the representative left a message with our contact information so that we could discuss the issue furtherAs of November 4, we had not received any additional correspondence from you and the file was again closed
As previously indicated, we strive for customer satisfactionWe do appreciate your business and would like to discuss this further and reach a satisfactory resolutionPlease feel free to contact us at ###-###-####

Dear Mr***, I’m so sorry that the windshield we installed in your Chevrolet Cruze has distortion in the glassIn an attempt to rectify this issue, we have replaced the windshield on your vehicleIf there is anything you need, please feel free to contact our Executive Service Team
directly at 866-212-

Complaint ID: ***
*** ***My issue was rectified to my satisfaction by Safelite and I was very pleased with the resultI was not given a chance to respond after the issue was taken care of yet Revdex.com has the item as closed but that I was not satisfiedThat is not trueI complained when I thought they were wrong, and I want to give them credit when they did the right thingThey corrected the issue and I am very pleasedPlease updateIf there is something that I need to do to correct this please let me know

Dear Mr***,? I’m very sorry that your initial appointment for a windshield replacement on your Dodge Pickup had to be rescheduledI understand that you were out of town and not personally available at the time the installation occurredTherefore, the attached preinspection noting the damage doesn’t have your signature but has a time stamp indicating the document was created and pictures were taken prior to the technician beginning the work.? The pictures that our technician took clearly show that your dash was already damaged beyond the point of repair prior to the windshield being replacedThe dash was already brittle, cracked, and broken on both the driver side and passenger sideWhile we are not saying this happened, even if the damage worsened during the installation process, Safelite would not be responsible for the damageThe dash was in an unrepairable state prior to our workIt needed to be replaced because of the pre-existing damageSafelite will not honor your request to pay in full or in part to replace your dash

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to meThey sent a technicial to my place of work and replacement my windshield as they indicated they would do on 11/17/I am very much relieved and appreciative of their expediant action takent to resolve my complaintMy confidence in doing business with Safelite has been reaffirmedThank you.?
Kinda Regards, ? *** ***

Dear Ms***,I’m very sorry to hear that there appears to be something rolling around in the dash of your Mazda since we replaced the windshieldI’ve been in contact with the Safelite manager in your area, Elijah B *** He is aware of the situation and he has attempted to reach you by
phoneThe phone number we have on file and the one he’s been calling is the same as on your Revdex.com complaintIs there an alternate phone number he should try?Elijah would like to schedule a time for you to come into our location Plano, TX location so we can attempt to diagnose and correct this for youPlease feel free to reach out to him directly at ###-###-#### to schedule an appointment.Again, I apologize for your frustration and inconvenienceWe do want to get this issue corrected for you