Aloha Pools & Spas of Paducah

Dear Mr***,
I’m sorry to hear that there is damage to the front bumper of your Lexus IS I have been in contact with the local Safelite management team to discuss what occurred on the day of installation as well as when you returned the next day after discovering the damage
The
damage is very low on the bumper below the fog lightThis is not an area that our technician would be accessing while removing or installing a windshieldI assure you our shops take great care when bringing a customer’s vehicle into the shop and performing the workMy understanding is that you completed a thorough post inspection after the work was completed and no damage was noted at that time
When you went back to the shop the next day, the manager explained that this didn’t appear to be anything that Safelite caused and it most likely was caused by a rock or other road debrisThere was no indication that it was related to the work Safelite performed for you
It is regrettable that you have this damageIt is Safelite’s position that the damage is in no way consistent with anything we didWe will not be honoring your request to repair damage that we don’t believe we caused and is located in an area where the technician doesn’t access when performing a windshield replacement

Dear Mr***,
Thank you for your replyA request to credit the full amount paid for the repair is being submitted todayYou should see the funds in the account in about 5-business daysIf you have any further questions, please feel free to contacct our Executive Service team at 1-866-212-

The dealership did say that the rain sensor that your company was faulty (not working properly) and has not been replaced since it has went to the dealershipIt was replaced by your technician and his name was Bo and the NEW rain sensor did not fix the issue so he told me to go to the BMW dealership here which I did and they said that the rain sensor was not working properlySo the dealership said the NEW rain sensor that you installed was faulty and since then has not been replacedI also know for a fact that the safelite shop in Amarillo did pay for and receive a new rain sensor June 30th because I have talked to the dealership about it several timesYet even though they received it I was never contacted to get it put in and when I contacted the manager about it I was not treated well and could not get a word in the conversation because he would not stop talking saying he would not do anythingHe was very unprofessional and rudeI took my car to your company expecting to get it back in the same condition I left it in and that was not the caseI do not understand how you can say that this is ok
**

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to meA warranty from your company means little to me as I will be doing business elsewhere should I have any additional issues with this windshieldPlease see the attached receipt I received when purchasing the rain sensor through a Volkswagen approved dealerYou may send the release of liability to ***@gmail.com? and I will happily sign itIf I am not reimbursed for this part within business days I will file a second grievance through the Revdex.com as I'd consider that a secondary issue

Dear Mr***,I’m so sorry that our attempt to repair the windshield of your Mazda wasn’t successfulIn reviewing the notes taken by representatives with whom you have spoken, you were made aware of the risks involved during a chip repairIn addition, you had a similar experience with a
different glass provider previouslyYou spoke with the Safelite store manager and the Operations manager and the policy regarding repairs was provided to you in each conversationAs a courtesy, an estimate including a $discount was provided to youThe total was $after the discountIf you would like to schedule the replacement at this price, please let us know.While 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 processOur technicians receive the best training in the auto glass industry and perform each repair to the best of their abilityThe 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 materialIf a crack expands while the repair is being performed it is highly likely that the repair would have failed quickly because the ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? structural integrity of the windshield had been compromised by the initial impact.? ? ? ? ? ? ? ? ? ? ? ? ? ? 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 applyThe specific wording of the money back guarantee is included below.Windshield repair warrantyThe repair process involves the injection of special adhesives into the damaged part of the glassThe degree of success of each repair is a function of several variablesThe best results are obtained when the damage is recent, the point of impact small, the cracks around the damaged area are small, and there is not moisture or other foreign matter in the damaged area.In some cases, the attempt to repair a windshield can result in the chip or crack becoming larger, and we are not responsible for such damage.? Our windshield warranty works as such: if you are dissatisfied with the repair, we will credit the cost of repair toward replacementIf your insurance company paid for the repair, the insurance company will receive credit.? We guarantee that the repaired portion of the windshield will not crack further and that the repair will pass any state vehicle inspection, or we will credit the cost of repair toward replacement.? This windshield warranty applies as long as you own or lease the vehicle on which the repair was made and is not transferable.?

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

Dear Mr***,I’m very sorry that you have been experiencing terrible air noise since we replaced the windshield on your *** *** LRAs we discussed in our phone conversation today, we want to correct this issue for you under warrantyIn order to achieve the best outcome, our *** ***
location recommended that we perform the work in our shop and asked if you would be able to leave it with them all dayI have scheduled a warranty appointment for you on Tuesday June 13, and you will drop off the vehicle Monday June 12, before the shop closes for the dayI contacted the location manager to let him know so we can be prepared with any parts that we may need.I do appreciate your willingness to work with us and I understand this has been very frustrating and inconvenient for youAs a courtesy, I will be refunding the $deductible you paid for the original installationThe check will be issued no later than Friday June 9, Please allow 7-business days to receive the check.I thank you for your patience and understandingIf you have any questions or need additional assistance, please feel free to contact our Executive Service team at ###-###-####

Complaint: ***
I am rejecting this response because:? I will not accept this explanation? periodThere was no impact, and I will not? accept? this as an explanation of causeThere is equally? another long fracture with missing segments next to thisThere was no? impact? on? the? windowI am the only driver on this truck, and I? should? know? of such a thingThe? glass? company that replaced? the? window a second time also stated, although they did not feel it was? impact? either.?

Dear Mr***,I’m very sorry that there is pitting in the windshield that we replaced in March of on your Audi QThe conditions in Arizona are especially hard on windshield glassWhile on average, a vehicle’s windshield requires replacement every years; in Arizona windshields are
often replaced more than once a year.When our technician came out to inspect the windshield, he determined that the damage was wear and tear for your area and not covered under our warrantyI understand that you don’t agree and you are frustratedThe manager of our location in Phoenix spoke with you and asked you to bring the vehicle in and he would inspect it himselfIf he determines that the pitting is not wear and tear, he will advise how we can proceedAt this time I found no indication that this has taken placeIf not, please stop in at your earliest convenience so Caleb can inspect the windshield himself.If you have any questions or concerns, please feel free to call us at ###-###-####

Dear Mr***,I’m very sorry to hear about the issue with the molding, and your frustration when trying to schedule a warranty appointment, after we replaced the windshield on your ***? We have ordered the side moldings and will reach out to you once we receive the parts
This is covered at no cost to you under our nationwide lifetime warranty.I reached out to the Operations manager in your area and advised him of your requestsHe did assure me that the side moldings are on orderBecause the moldings are primarily cosmetic, your vehicle is safe to drive without themThey don't hold the windshield in place and there is no significant risk of water intrusionThe urethane seal is what holds the glass in place and prevents water or air from entering the cabin of the vehicleAside from the moldings that we are replacing the installation was done correctly and the vehicle is drivable.While we would like every installation to be perfect the first time, a very small percentage of customers do experience some sort of issueThat is why we offer the industry’s only Nationwide Lifetime warranty on the materials and workmanship for as long as you own the vehicleRegarding your request for a refund, we will be crediting $back to the credit card used to pay for the installationThis is as a courtesy and a gesture of good faithPlease allow 5-business days for your financial institution to restore the funds to your account.Again, I apologize for the frustration and inconvenience you have experienced

Dear Mr***,I'm very sorry that a storm hit while our technician was working on your vehicleI understand that it was a few minutes before a tarp could be located and used to cover the windshield opening on your Honda CR-VWe did provide a rental vehicle for the days that? the
dealer had your vehicle? and paid for the diagnostic from your dealershipThey were unable to locate any ongoing problems nor did they do or recommend an interior detailingWe advised that we would not be responsible for the cost of removing the carpets in your vehicle to look for potential but yet undetermined issues.The last contact we had from you, Mr***, is that you were going to take legal actionAll the details your concerns and how we addressed them were forwarded to our in-house legal teamAt this time we must respectfully decline your request for additional compensationWe paid your selected dealership to investigate the electrical problems that occurred immediately after the water intrusionThere were no damages found by the dealership during time they had your vehicle

Dear Mr***,
?
I’m very sorry that there was water intrusion into your Jeep Grand Cherokee after we replaced the windshieldI understand your frustration due to receiving conflicting information and not being able to get a timely response to your request for Safelite to pay for
drying out and cleaning your carpet
?
I do see that we received the estimate in the amount of $from *** ***We did attempt to pay them by a credit card over the phone but they requested that we send them a checkWe did submit a check request on May 9, to *** ***They were advised to allow 7-business days to receive the check
?
Again, I apologize for the water leak and the inconvenience you experiencedSafelite has already agreed to pay for the cleaning and the payment is in processIf you have any additional questions, please feel free to contact us at ###-###-####

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

Dear Mr. [redacted],I’m very sorry for the misunderstanding regarding the deductible amount due for the windshield replacement on your 2006 Dodge Pickup. The Safelite location did agree to absorb your deductible due to a delay in getting the correct windshield for your vehicle.Regrettably, this was not...

relayed to the billing department and the balance went to our internal collections department. I have contacted our billing department to cease all further collection activity for this balance. Safelite will absorb the deductible as originally stated.I do apologize for the frustration and inconvenience this caused.

I’m very sorry that you noticed a scratch on your hood after we replaced the windshield of your 2009 Hyundai Elantra. We did receive your email with a picture of the scratch on April 28, 2016. The email was forwarded to the local Safelite location on April 29, 2016 so that someone could reach out to...

you. Our notes indicate that a message was left for you on April 30, 2016 to schedule a no cost warranty appointment to view the damage.
A representative from the local Safelite shop also sent you an email on May 9, 2016 asking you to contact them to schedule a no cost warranty appointment to inspect the damage and determine how to proceed. As soon as you let us know when we can view the vehicle, we’ll do so and follow up from there. If you have any questions or concerns, please feel free to contact the local Safelite shop directly of contact our Executive Service team at 1-866-212-5457.

I reviewed the response made by the business in reference to complaint [redacted].   After finally receiving payment restitution from Safelite Auto Glass of [redacted], I accept this as closure of this case. 
Regards, [redacted]

I am rejecting this response because:  When I called the manager at the location, I asked if I could speak with the regional manager.  He gave me his phone number and I called him and left him a message referencing my order and asking him to call me.   Again, the site manager said I would be able to speak with the regional manager and I left him the message to call me back on my cell number (###-###-####) and it is for this lack of a call back that I reject the response.   Their response indicates the technician inspected the window.  He came out and was barely next to the car when we described the pitting and at that moment, without inspecting either closely on the outside or sitting in the vehicle looking out, he concluded that safelite would NOT warranty replace the window and we would have to file another claim.  As I stated in my complaint, the same condition exists in my 2015 Kia Soul and it was replaced in January.  There have been no wind or dust storms in the Phoenix area since January yet the technician and now the Manager blame the condition on the Arizona desert.  They are welcome to come to my house or to my wife's place of work to inspect the window as we already availed safelite the opportunity to inspect the window.
Regards,
[redacted]

Dear Mr. [redacted],I’m so sorry that our tech caused damage to the hood of your 2011 [redacted]. In reviewing our records, I found that we did receive an estimate from [redacted] in the amount of $477.49 on August 16, 2017. We contacted the body shop to pay them with a credit card that...

same day. We spoke to Lori who advised that the work hadn’t been completed yet and she would contact us for payment after it was done. We heard nothing more from [redacted].On August 23, 2017 a representative from our Executive Service team attempted to reach you regarding an email that you sent about this matter. She was unable to reach you directly but did leave a message for you to contact us.On September 19, 2017 the Safelite shop requested that we send you a check for the cost of the repairs. Our check number [redacted] in the amount of $477.49 was issued on September 20, 2017. It was mailed to the address we have on file which is the same address included with your Revdex.com complaint. The check hasn’t been cashed so we will be putting a stop-payment on the original check and sending out a new check with the same information. Please allow 10-14 days to receive the check in the mail.Again, I apologize for the damage and that you didn’t receive the check issued September 20, 2017. If you have any additional questions or concerns, please feel free to contact us at ###-###-####.

Dear Mr. [redacted],I'm very sorry to hear that you had to pay for repairs after you purchased a vehicle in July. Because I have no specific information to locate the installation nor do I have any vehicle information, I can only respond in general terms. If you could provide the vehicle information...

including the VIN, I can address your concerns more specifically.The reason that Safelite is denying your request to reimburse you for repairs is primarily because our warranty is not transferrable. Once the vehicle was sold, the warranty terminated.Again, if you would like more details, I will need the vehicle information including the VIN.

Dear Mr. [redacted],
I’m very sorry about the air leak and difficulty getting a technician out for a warranty appointment for your 2014 Hyundai Tucson. A member of our Executive Service team contacted you on July 23, 2015 and confirmed that Safelite will be crediting the entire amount you paid for...

the installation, $420.03. Once we receive the signed release of liability that was emailed to you, you should see the credit to your account within 3-5 business days.
Again, I apologize for the inconvenience and frustration.