Aloha Pools & Spas of Paducah

Dear Ms. [redacted],I am sorry that you hadn’t received any contact about your 2014 Toyota Corolla prior to filing a complaint with the Revdex.com.The Operations Manager did reach out to you on January 3, 2018 to schedule an appointment to view your vehicle. The appointment was scheduled...

for 9:30AM on Monday January 8th. You didn’t come to the location for the appointment and we didn’t hear from you. We would be happy to reschedule the appointment. You may contact the Operations Manager at the direct phone number he provided to you.I have included the pre-inspection document that you signed and the pre and post inspection pictures that our technician took. If you have any additional questions, please reach out to Russ directly or contact our Customer Care team at 1-866-212-5457.

A technician did reconnect my windshield washer hoses on Saturday (17 Sep 16) and no, I didn't appreciate your response from Friday (16 Sep 16).  Because of my inconvenience by Safelite, I will accept your offer of a refund of the mobile fee of $24.99 + tax as your courtesy to me.
Regards,  [redacted]

The information provided to Safelite was provided after I was called for payment I am not married I don't have possession of the vehicle I did not take the vehicle to the shop I did not speak with anyone regarding service until after the service was completed I am not responsible for the work done on the vehicle and I will not assume responsibility if this matter continues I will be forced to contact my attorney for legal representation.  Bottomline Safelite should have done a better job verifying information prior to completing work on a vehicle.

Dear Mr. [redacted],I'm very sorry that you have lost faith in Safelite. We are going to honor your request to refund the $216.96 you paid for the windshield installation on your 1990 Chevy Suburban. The refund will be issued as a credit to the card you provided at the time of service. In order to issue the credit, we will need to have you sign a release of liability that terminates any warranty with Safelite. You will receive the release by email and you may return it to us either by email or fax. The details will be included with the document. Once we receive the signed release, please allow 3-7 business days for the funds to appear in your account. Again, I regret that you weren't happy with the work that Safelite did for you. If you have any additional questions or concerns, please call us at ###-###-####.

Dear Mr. [redacted],
 
I’m very sorry to hear about the negative experience you had when we repaired the windshield of your 2006 Toyota Corolla. I certainly hope that we didn’t cause you to be late for your important 2:00 pm appointment. I understand how frustrating it can be to have plans...

made and then something occurs to cause delays.
 
It certainly isn’t appropriate for a manager or any Safelite associate to ignore a direct question from a customer. Nor is it acceptable for an associate to yell at a customer and then disconnect the call. I truly apologize that this occurred and your concerns will be addressed with the individuals involved.
 
Again, I apologize for your frustration. Safelite is always looking for ways to improve our customer’s experience and feedback such as yours helps us to know how we can do that.

As I said before, your tech told me they would replace the windshield if it cracked.  The tech guaranteed it would not crack.  I have read your warranty know what it says.  It is not what your tech told me at the time of service.  I would like my money back and will never use your business again, I will also tell anyone who asks what safelite is like and how they handle business.  That its techs who don't know your warranty, misspeaks as your own customer service rep told me, and won't back what tech says when he screws up.  I will tell people to spend more and stay away from safelite.

Dear Mr. [redacted],
 
I’m very sorry for the issues with your moldings and rain sensor after we replaced the windshield on your 2014 Jeep Grand Cherokee. In speaking with the Safelite store manager, it appears that our technician was able to correct the problems to your satisfaction at the...

warranty appointment that took place on March 31, 2016.
 
If you continue to have issues, please feel free to contact our Executive Service team at 1-866-212-5457. We do appreciate your business and the opportunity to fix any concerns under our Nationwide Lifetime warranty.

Dear Mr. [redacted],
 
I’m very sorry that the attempt to repair the damaged windshield on your 2005 Honda Civic resulted in the damage getting larger. While we do have a very high success rate with our repairs there is no way to predict how the already broken glass will react to the repair...

process. I have included a copy of our warranty which includes our repair policy stating that in some cases the repair process may cause the damage to get larger and we are not responsible for that. If the repair fails or is not satisfactory, Safelite will credit the cost of the repair to the paying party. The replacement is subject to any comprehensive deductible on your policy.
 
I understand that you have a high deductible for glass replacement. We will be happy to work with you to offer the best price possible for a replacement windshield.
 
Again, I apologize that the repair attempt wasn’t successful. We would like to be able to replace the windshield for you but there would be a cost associated with it. Please feel free to contact our Executive Service Team at 1-[redacted] to schedule a replacement and we will work to provide you with the best possible price.

Dear Ms. [redacted],I’m so sorry to hear about your experience. I want to assure you that this information has been relayed to management on the Corporate level as well as senior leadership in the field.I have reviewed your statement and looked through the notes we have on your work order. I won’t try...

to explain how or why things happened the way they did or justify any Safelite associate’s words or actions. I will extend a sincere apology and let you know these things shouldn’t have happened.I do see that we replaced the windshield on your 2012 Volvo XC70 today. I hope that everything with the appointment and installation was to your satisfaction. Also, I hope that the windshield replacement has stopped the water leak. At Safelite, we are always striving to do better. Your honest feedback will aid us in determining ways to improve. We do appreciate your business, your time, and your feedback. If you have any additional questions or concerns, please feel free to contact our Executive Service team at ###-###-####.

If you look at the documentation I have provided from the dealership from the diagnoses and the video of proof. the technicians states it's the windshield on camera and in the documentation of the diagnosis that has been provided to them and the Revdex.com. The diagnoses clearly states that the windshield is leaking. This statement has false information and they are still giving me the run around. To explain the monetary compensation. I have diagnoses and repairs that have been paid out. I have been inconvenienced to have to leave my job time after time to take my car to different shop and over seven month for multiple days to be away from work and lose hours or have to make up time. There is also negligence in the fact we have had to wait for seven months to be able to get assistance. My health has been in jeopardy to sit and deal in a car with mold and mildew. The deformation of character to make me seem as a customer out to get Safelite for money. But once you look at all the time and money spent I am will to walk away at this time to have my vehicle repaired as the diagnosis states and not by Safelite and $3000 that includes all that I have paid out, inconveniences and time away from work for a seven month period in reference to taking my car to place after place . I don't trust there work after this experience. I am determined if Safelite are not willing to work with my request to take this complaint to the local court system. I am asking if your going to take responsibility take full responsibility for all that is involve in the matter.

Dear Ms. [redacted], I’m very sorry that we weren’t able to replace the windshield in your 1999 [redacted] Accord due to body rust in the installation area. I understand your concern about the moldings or trim pieces not being reinstalled. I want to assure you that the vehicle is still drivable...

without those trim pieces. What holds the windshield in place is the bead of urethane between the glass and the pinchweld of your vehicle. The trim pieces don’t hold the windshield in place nor do they prevent water from entering the vehicle. The moldings could not be reinstalled on your vehicle because of the age and the existence of rust would not allow for them to adhere properly.  Our technicians do try to identify potential areas of rust prior to beginning the work. In some cases, the rust isn’t visible until the moldings are removed. I am including the portion of our warranty that applies to possible rust. The full warranty is available at the Safelite website.Safelite auto glass warranty exclusionsThis warranty does not cover leaks, stress cracks, or related damage in connection with installations to vehicles having damage or rust on the pinch weld. Safelite will use commercially reasonable efforts to advise you of the existence of such damage or rust prior to removal of existing glass; however, it is often not possible to do this. In these cases, Safelite is not responsible for any associated damage. In addition, damage not involving defective workmanship or materials is expressly excluded from coverage under this warranty. In no event shall the manufacturer or vendor be liable for incidental or consequential damages. Some states do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you. This Safelite auto glass warranty gives you specific legal rights and you may also have other rights, which vary from state to state.While this situation is unfortunate, it isn’t something that Safelite is responsible for. The vehicle is drivable even without the trim pieces. The trim pieces can’t be reattached due to the body rust. Before the windshield can be replaced and new moldings installed, the body rust needs to be addressed by a professional body shop or collision center.

I am rejecting this response because:I have never had issues with [redacted] or Safelite; I used the same company in Arizona and New Orleans without a problem. I didn't think I had to take pictures. As for the phone number, it would have been ###-###-#### or my work would have shown up as ###-###-####, possibly as [redacted] if it shows up as another number. I don't recall what phone I used; I apologize.You guys should really do the right thing here. It really hurts me that as a customer I am getting challenged when I have had a horrendous customer experience and you still have not accounted for your manager telling me he would follow up with me... and he never did. From three months ago.That's not ok. I just ask that I get it fixed; the dent was not there prior, it was just after.Thank you for your consideration.
Regards,
[redacted]

Dear Ms. [redacted],
I'm very sorry that you have a crack in the windshhield of your 2010 Chevrolet Avalance. It must be very frustrating to get conflicting information about whether thre is a point of impact that caused the damage or if this is a crack that would be covered under our warranty. A...

member of our Executive Service team has arranged for an independent third party to inspect the windshield and determine whether this is new damage or a warranty issue. Our records indicate that you were informed of this and it met with your satisfaction. Once we have this independent assessment we will adhere to that determination and get back in contact with you.
I do apologize for the inconvenence you have experienced. We do appreciate your business and we will be in touch with you next week after we receive the inspection results.

Dear Ms. [redacted], I’m so sorry to hear of the damage to the console of your 2013 [redacted] Impala after we replaced the windshield for you. In reviewing all the information, Safelite has determined that we will honor your request to pay for the repair or replacement of the damaged part....

The next step would be for you to provide us with an estimate from the dealer or vendor of your choice. Please feel free to submit it through the Revdex.com or contact a member of the Safelite Executive Service team at ###-###-####.We look forward to resolving this to your satisfaction.

Dear Ms. [redacted],I'm very sorry for all the issues regarding the windshield repair and subsequent windshield replacement on your 2016 Ford Escape. While we do have a very high success rate with our windshield repairs, I apologize for any unrealistic expectation that was set. The repair process is for...

restoring the structural integrity to the windshield and not for cosmetic purposes.When the windshield replacement was set up, the wrong glass was on the work order. Your vehicle has a heated wiper park area but the glass didn't have that feature. The cost of the correct glass was considerably more than the unheated glass. The Safelite shop was able to discount the order to $149.95 plus fees and sales tax for a total of $203.15. As a courtesy, we will refund you $25.40 for the difference between what you paid and what you were expecting to pay. Please allow 10-14 business days to receive the check in the mail.Again, I regret the inconvenience and frustration you experienced. Safelite does appreciate your business and your understanding.

Dear Mr. [redacted],
 
I’m very sorry for the issues surrounding the attempt to repair and the subsequent replacement of the windshield of your 2013 Honda Pilot. After reviewing all the information that we have on file, this is what we have...

documented.
 
-       On May 5, 2015 we attempted to repair a chip in the windshield of your vehicle. In the process, the damage cracked beyond what could be repaired and a replacement was deemed necessary.
-       Safelite installed a windshield of like kind and quality on May 6, 2015 at no cost to you or your insurance provider as a courtesy. Your request to order and install dealer glass was declined by the Safelite manager.
-       In the process of the windshield removal and replacement, the exterior side moldings were damaged.
-       Safelite ordered the moldings from Honda and we have had those available and the shop attempted to reach you to schedule the installation of the moldings. We were not able to reach you to set an appointment time to install the moldings.
-       On June 4, 2015 around 10AM you spoke with a representative from our Executive Service team who explained that the aftermarket glass we installed at no cost to you was equivalent to the dealer glass you requested. The offer was made to order and install dealer glass if you were willing to pay the difference in cost. You declined the offer and stated you would be having another provider install the glass and take Safelite to court.
-       Approximately 11AM on June 4, 2015 you contacted us through your insurance provider and the details were again explained. In that call, we were advised for the first time of the existence of a water leak. We were also advised that you had contacted an attorney and planned to file suit against Safelite.
-       On June 5, 2015 a representative from your insurance company contacted Safelite about the moldings and the water leak. She had advised you that Safelite was going to honor the warranty by replacing the moldings and correcting any water leak from the windshield. We were advised that you would not allow Safelite to perform the warranty work.
 
At this time, the issue has been reviewed by upper management in the field and here in the corporate office and while we are more than willing to install the moldings and investigate the water leak, we would not be open to replacing the glass with dealer glass unless you are willing to pay any difference in the cost.
 
Again, I apologize for the failed repair and subsequent damages to your vehicle. We do appreciate your business and we would like to be able to work with you to resolve this issue.

I do not accept this response as an adequate means of resolving said issue, being the the very next day my window cracked more coming from the initial repair site, additionally I nor my wife was informed of the warranty or gaurantee details before the work was started, leaving me no choice but accept the work already being done to my windshield. It is very disheartening when a company does not truly stand by their work. If this can not be resolved by the company itself, then I will be forced to file a lawsuit, and pursue this matter legally. I am getting my windshield replaced Monday out of pocket due to lack of time and for the simple fact that I am not going to pay the deductible price of $500, when it's cheaper for me to do it elsewhere. The only way for this matter to be truly resolved would be full compensation for the price of the new windshield along with charges for labor and all applicable taxes.

I reviewed the response made by the business in reference to complaint ID 12031661, and find the resolution is satisfactory to me.
Regards,
[redacted]PSI am sorry that my own actions were unkind and lacking patience. I'm going to remove all the media and reviews - I will make a good review because you guys are good people and I was too blinded by frustrations to see that. Again, I'm sorry and I greatly appreciate the help.

Dear Ms. [redacted],
I'm sorry that I am currently unable to provide you with pictures that show a date/time stamp. As I stated in my previous response, our system encodes that information into the link to the picture. I'll work with my IT department to see if there is any way to provide what you are requesting.
"Regarding the time stamps, the pre-inspection does have the date and time visible. The pictures have the time stamp embedded into our internal link. It isn’t displayed on the picture itself. For example, the attached picture of the roof shows: 2016-05-26  14-40-51 which indicates the picture was taken May 26, 2016 at 2:40.51 pm."

Regards, this is the worst customer service I have ever received and I believe you need to learn more about the vehicles you install glass. My particular vehicle has a rain sensor and a automatic headlight sensor there, both get power and ground from the same wires. Automatic headlights work fine wipers did until your techs put my windshield in. So your argument does not work out