Aloha Pools & Spas of Paducah

There was no waiver to sign or indication that further damage could occur at the hands of your techI firmly believe that the tech should not have attempted to repair my chip as it was inclement and raining at the time of the service

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: I am rejecting this response because my insurance company [redacted] sent me to Safelite to have the scratch repaired free of chargeThe full coverage insurance policy I pay for covers windshield damageI do not wish to pay $out of pocket for a service that should have been freeBecause of Safelite's error I now am supposed to pay for a replacement out of pocket?! I pay monthly for insurance coverage that would have fixed this issueShould I have chosen a different establishment, this likely would not have happenedI am completely livid with Safelite's service provided and for the expensive 'resolution'It is absolutely outrageous, that you would expect a customer to pay $for a service they should have received for free (via their insurance)Should you wish to offer a reasonable amount, I will utilize purchasing a new windshield through Safelite$- $I would find acceptable as my insurance would have cost me nothing

Revdex.com: I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to me if Safelite refunds the amount I paid of $immediatelyI am not interested in the other option they proposed?

We are working diligently with the consumerWe had agreed to cover the cost of the original estimate to replace the moldings and the hardwareI also approved a one day car rental for Ms [redacted] as we weren't going to be able to come out until today to remove and reinstall the windshield for the body shopWe have now received an estimate that is over times the original and includes items that we shouldn't be responsible to pay including hours of labor for Safelite to remove and reinstall the windshieldWe are also being told that it will require days to complete the workI just wanted to provide an update and let you know that we are attempting to come to a fair resolution Thank You, Safelite Executive Service Team

Dear Ms [redacted] ,I understand your frustration about the damage to your windshield and your perception that this has not been handled correctly.You are correct, mistakes can happenTherefore, we do provide a nationwide lifetime warranty against material defects and our workmanshipThe ultimate decision about what is covered occurs after we have had a chance to inspect the damage and determine whether we are at fault.When the technician inspected the glass for impact points on March 30, 2017; he did find an impact point where it appears that the wiper arm smacked against the glass when the wiper blade was being replacedIf it had occurred while our technician was doing the installation, both he and you would have noticed it immediately on March 9, Our notes indicate that you advised us of the crack days after the windshield was replaced by SafeliteI verified information with the Safelite manager and I’m including his email response to me, below.? We told her if [redacted] installed the wipers they would be responsible for the windshield.? It has been a while since I spoke to the customer, but I am pretty sure she said [redacted] put the wipers on and it is obvious the wiper arm slapped the windshield without the wiper on it.? The impact point of the break was directly under the wiper arm connection point.? The glass is spider cracked along the bottom of the windshield from that point.? The original technician even stated he didn’t have the wipers needed for the car and let the customer know they needed to be replaced.The break is very noticeable, and if the technician had done the damage during the install the customer would have noticed right awayRegarding the statement that the second technician wasn’t going to discredit the services of the previous technician, that was an appropriate response in that situationIt would be unprofessional for one Safelite associate to speak negatively about another associate to a customerAgain, I regret that you aren’t happy with our decisionWhen we are at fault for something, we take responsibility and make it rightIf there is evidence that something or someone else was responsible, we must respectfully deny responsibilityIn this case, We are respectfully denying your request to replace your windshield at no cost to you

Attached is a copy of our warranty which includes the money back guarantee regarding windshield repairsThe specifics of which are: “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 the repair toward replacement”.? Because the windshield cracked out during the repair process, we didn’t collect anything from you or your insurance providerAs a gesture of courtesy, we have offered to absorb $of your deductible if you have Safelite replace your windshieldYou will also receive a lifetime warranty from Safelite on the auto glass and the workmanship for as long as you own or lease the vehicleWe will not agree to pay any portion of the cost to have another company replace the windshield for you.? As previously stated, most automobile dealerships don’t perform their own glass workIt is contracted out to a company that specializes in glass replacement, such as SafeliteAlso, if you would like the original dealer glass installed, that would require prior authorization from your insurance companyIf they deny the request, you would be responsible for the difference in price between the dealer glass and aftermarket glassThat would be in addition to the comprehensive deductible on your auto policy.Again, I’m sorry that the repair attempt wasn’t successfulIf you would like to take advantage of our offer to absorb $of your deductible, the replacement would need to be performed by SafelitePlease feel free to contact us at ###-###-#### to schedule the replacement

Revdex.com: I reviewed the response made by the business in reference to complaint ID [redacted] , and I have attached the photos from the mechanic in case they are needed, additionally I have attached the receipt information Safelite requestedAttached is the invoice I paid ***Auto for the wiper transmissionI had not purchased the new wiper blade yet, I put on an older oneSo I just now ordered the replacement RainX blade from [redacted] It appears the same blade I lost is less expensive now at [redacted] , that invoice is included as wellThat makes the total $+ $= $136.72.I appreciate the business' fast responseI always hate to file complaintsWith Safelite covering the $to replace the damaged parts I find the resolution is satisfactory to me.? I had a windshield for another vehicle replaced years ago through this same shop with no problems.? By Safelite making this issue right and honoring their warranty they have preserved a customer and will plan to continue to use them in the future

Dear MsS [redacted] I'm very sorry for any misunderstanding regarding the scheduled appointment to replace the windshield on your Toyota RavIn many markets we are booking appointments a week or more in the future due to high demand for service.I did have the call pulled to verify if the representative specified the date of the appointment with youThe review showed that you were provided with the day and the correct date of the appointmentIn addition, you did receive the email confirming the appointment scheduled for May 12th.We are set to have a technician out between 12pm and 5pm Saturday May 12thWhile we aren't able to guarantee a specific arrival time, the technician will be able to provide an ETA the day of the appointmentIf you would like to reschedule the appointment, please contact us at ###-###-#### for assistance

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

? that info was faxed to office in lake land and they-now playing like they didn't get it I will get fax conformation sheet from the bank.? ?

Dear Mr [redacted] ,I'm very sorry for the pricing difference in the correct windshield for your Toyota CamryAs you were advised, we were not aware that your vehicle was manufactured in Japan at the time that the windshield replacement was quotedWhen we looked at the vehicle, we realized that the part we had was for a US made CamryThe glass for the nvehicle was much more expensive which caused the discrepancy.Our records show that as a courtesy, a credit of $was refunded to the credit card you provided at the time of serviceThe credit was processed on or about December 27, If you have any additional questions, please let us know

Dear Mr [redacted] ,I’m very sorry that our attempt to repair the damaged windshield on your Volkswagen Tiguan wasn’t successfulWhile 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 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.The 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 no moisture or other foreign matter in the damaged area.In some cases, through no fault of the repair technician during the repair process, the chip or crack may become larger, and we are not responsible for such damageIf that occurs, or if you are otherwise dissatisfied with the repair, we will credit the cost of the repair toward a windshield replacementIf your insurance company paid for the repair, the insurance company will receive the credit, and you may still be responsible for your full deductibleWe 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 the repair toward replacementThis is your exclusive remedy in the event of a failed repairThis guarantee applies as long as you own or lease the vehicle on which the repair was made and is not transferable.I have included a copy of the pre-authorization you signed explaining the repair process and the possibility of the damage getting worse.With all this being said, we would be able to provide a replacement windshield for $This special price is offered as a courtesy only and is not an admission of any liabilityIn addition, Safelite would not be responsible for any aftermarket tinting on the glass.If you would like to proceed with the windshield replacement for $214.88, please feel free to contact the shop directly to schedule

I’m very sorry that we weren’t able to replace the windshield on your Toyota Land CruiserThe issue of rust in the installation area is a very important but infrequent occurrenceOur contact center representatives follow a script and listing all the reasons we may not be able to complete an installation is not part of that scriptThere are so many variables that the responsibility to explain any issues such as rust, falls to the technician that first inspects the vehicleI hope to be able to clarify why we weren’t able to perform the windshield replacement for youIt is standard practice for our technicians to perform a pre-inspection for the benefit of both Safelite and the customerAny existing damage is documented and pictures are taken prior to the technician beginning the workBecause our warranty covers both material defects and defects in our workmanship, if there is damage found after the installation that wasn’t on the pre-inspection Safelite would be responsible for fixing itI have attached the only pictures that the technician took of your vehicleI have requested that these pictures be deleted from the technicians phoneThe pictures only depict the areas of rust located in the installation areaIf a technician sees visible rust in the windshield installation area, generally all work will stop at that timeVisible rust in the installation area is usually an indication of additional rust under the windshield and trim piecesIf the technician would remove the trim pieces and windshield and more rust was found, the old windshield could not be reinstalled nor would we be able to install a new windshieldThe customer would be left with a vehicle having no windshieldThe vehicle would not be able to be driven and would need to be towed to a body shop or collision center for professional rust removal and possible body workA windshield can’t be installed over a rusted pinchweld, the part of the vehicle frame that the windshield sits inThe urethane that holds the windshield in place will not adhere properly to the rusted metalTherefore the installation would not be safeSafelite will not knowingly perform an installation that isn’t safeThe guidelines that Safelite uses to determine if the rust needs to be removed professionally are if there is rust that perforates the metal or if there is more than square inches of rust in the installation areaIf the rust is minor, we may be able to remove the rust and add primer to slow the progression in the futureAny procedure we perform would not completely eliminate the possibility of rust returningIf you would like to stop into your local Safelite location a manager would be able to view the vehicle and provide a second opinion as to whether a safe installation could be performed or not

Dear Ms***,I'm very sorry for all the issues regarding the windshield replacement on your Hyundai Santa FeWe did receive communication from your insurance providerWe were notified that they will be paying for repairs to your vehicle and then they'll seek reimbursement from Safelite through the subrogation processIn that case, Safelite will step back and wait to hear from State Farm.Again, I apologize for your frustration and inconvenience

Safelite AutoGlass does not express any will in their response to compensate the inconvenience caused to me by their fault or their system's inaccuracy informationI wasted several hours of time, my friends' time, gas for both cars, and an unnecessary leave from work but did not receive any offer for financial compensation from SafeliteIn addition, Safelite faked the reason why the service was delayed in their responseWhen I was in store for the first time, the store agent showed me the order status in their system and confirmed to me that my order was not actually scheduled due to the sales representative's mistakeBut they are now saying that that was because of the inaccurate inventory information in their system to try to evade their personal fault on my caseMoreover, Safelite failed to respond for their customer service's rude behavior to put me on hold and automatically hang up on me when I tried to report this issue and looked for a solution with themAll in all, I am requesting financial compensation for all my losses in this issueThanks

Dear Ms [redacted] , I'm very sorry that you have a crack in the windshhield of your Chevrolet AvalanceIt 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 warrantyA 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 issueOur records indicate that you were informed of this and it met with your satisfactionOnce 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 experiencedWe do appreciate your business and we will be in touch with you next week after we receive the inspection results

Dear Mr [redacted] , I'm sorry that our previous response didn't address all your concerns about the windshield replacement on your Volkswagen GolfIn checking with the manager of the Safelite location that serviced your vehicle, I was advised to have you bring your vehicle into the location in Lakeland, FL and he will be happy to inspect the damage himselfThe location is at Commerce Point Drive Lakeland, FL 33801.? If there is a point of impact,? it is not covered by our warranty I want to assure you that Safelite doesn't manufacture, purchase or install inferior quality glassAll replacement glass whether OEM or aftermarket is required to meet the same Federal Motor Vehicle Safety standards for safety, light transmission, and structural integrityIf an object hits a windshield and breaks it, that is not an indication of inferior quality glass or a defect in the glass itselfThat is why insurance companies consider such damage as "no-fault"Also, the state of Florida requires that windshields be replaced with no out of pocket cost to you as long as you maintain comprehensive coverage on your vehicleWhen your windshield was replaced by Safelite in November, you incurred no out of pocket expense and your insurance company paid for the work One of your concerns was that our previous response didn't mention any refund or replacementBecause you didn't have any out of pocket cost at the time of installation, there is nothing to refund to youWe can definitely replace the windshield for youIf? further inspection at the Lakeland location determines there? is no point of impact, we would replace the windshield under warrantyIf there is a point of impact, we can replace the windshield with no out of pocket cost to you? if you file a comprehensive? claim through your insurance providerIf you no longer maintain comprehensive coverage, the replacement would be out of pocket Again, I apologize for the issues and I hope that I have been able to address all your concernsIf you have any additional questions, please feel free to contact us at 1-866-212- ?

Dear Ms [redacted] ,? I’m so sorry to hear of the damage to the console of your [redacted] ? Impala after we replaced the windshield for youIn 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 choicePlease 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 Mr [redacted] ,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 ###-###-####

This spa was purchased at the Paducah Aloha locationYou need to call our service department if this is still an issue ###-###-####The confusion was probably because you contacted the Jackson, TN Aloha and not the Paducah storeThe Aloha stores are owned and operated independentlySince you purchased this spa at the Paducah location, warranty work (if it ends up being a warranty claim), should be processed through that locationThe prior service manager is no longer with the company so, give is a chance to take care of youThere were a lot of issues we're finding with regards to things he was doing, and telling our customersThat is not how Aloha runs its business, and we are making corrections internally to address said issuesWe have a new service manager so, if you desire to have us look at your spa we can do that