Aloha Pools & Spas of Paducah

I am rejecting this response because: THE SHOP  COULD NOT REPAIR THE TRUCK UNTIL YOU HAVE DONE ALL YOUR WORK AND IT TO YOU 5 DAY'S TO GET IT DONE RIGHT. IF THE SEAL WAS DRY ROTTEN THE WHEN I HAD THE WINDSHIELD PUT IN THE. SAFELITE SHOULD HAVE TOLD IT WAS BAD THEN AND  THE PROBLEM WAS IT WAS NOT INSTALLED RIGHT BACK IN 2013. AS FOR THE DOWN DOWN TIME. I  NEVER AGREED TO ONLY 1 WEEK.DERRICK JUST ASKED ME WHAT HE COULD DO FOR ME AND I SAID PAY THE DOWNTIME. I ALSO TOLD DERRICK I MADE A MISTAKE ON THE DOWN TIME AND IT SHOULD HAVE BEEN 325.00 MORE THE WHAT I SUBMITTED TO HIM. PLUS I SENT DERRICK A E-MAIL SAYING I WOULD WAVE IT IF HE WOULD SUBMIT ANOTHER WEEK OF DOWN TIME
Regards, [redacted]

Dear Mr. [redacted],I'm sorry that our previous wasn't completely satisfactory. I hope that I will be able to respond to all your concerns and better explain Safelite's policy regarding rust.If a technician sees rust in the installation area, the damaged windshield will not be removed from the vehicle. The only way to tell if the rust has reached the pinchweld would be to remove the old windshield. If the rust is in the pinchweld, if there is more than 24 square inches of rust total or if the rust perforates the metal; the technician would not be able to install a new windshield nor would he be able to reinstall the old windshield. The vehicle would be left with no windshield at all and would need to be towed to a body shop. Rather than take that chance, the technician will stop all work when there is a strong indication of rust.I do apologize that you weren't made aware that the technician would be performing a thorough preinspection that would include pictures of the vehicle. This is a standard procedure not only for Safelite but for many other auto glass and auto repair facilities. This isn't meant to be an invasion of your privacy but a way to protect all parties in the unlikely event that there is new damage noticed after the work is completed. As stated previously, the pictures have been deleted from the technician's phone and were only of the areas of the vehicle showing rust.When you initially contacted Safelite, you provided your email address and agreed to receive emails about the glass damage. It would be impossible to list all the reasons why we wouldn't be able to perform a glass installation. There is a lot of information available to anyone at our website, including our warranty. The issue of rust is included under Exclusions in our warranty. The policy that Safelite has regarding rust may not be exactly the same as other auto glass companies. Our policy is based on our 69 years of auto glass installation as well as our desire to provide the most comprehensive warranty in the industry. We stand behind our technicians and our installations knowing that the safety of our customers and their families is of utmost importance.Again, I apologize that weren't able to perform your windshield replacement. I hope that this additional information has answered all your questions. If not, please feel free to contact our Executive Service team at ###-###-####.

Dear Mr. [redacted], I’m very sorry that your initial appointment for a windshield replacement on your 1999 Dodge Pickup had to be rescheduled. I understand that you were out of town and not personally available at the time the installation occurred. Therefore, 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 replaced. The dash was already brittle, cracked, and broken on both the driver side and passenger side. While we are not saying this happened, even if the damage worsened during the normal installation process, Safelite would not be responsible for the damage. The dash was in an unrepairable state prior to our work. It needed to be replaced because of the pre-existing damage. Safelite 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 [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]

Dear Mr. [redacted],
Please feel free to stop into your local Safelite location anytime during business hours. If you would like to schedule an appointment, contact our Executive Service team at ###-###-####. The shop may be able to identify the manufacturer of the windshield that was installed. That's not information I can tell from the work order.

I am rejecting this response because:
Regards, [redacted]

Complaint: [redacted]
I am rejecting this response because I don't have time for this. I can persue legal action to prove my point but this is not worth it.  One of your employee is not being honest. I thank you for helping with my windshield. It's only a small accident in which one of your employee did and Safelite could of compensate for the damage but it seem as though being profitable is more important then taking care of your customer and the customer base around your territory in Maplewood MN.  Again, thanks for fixing my windshield but I will not let [redacted] (my insurance company) prefer you for my service again....

We spoke to the consumer at 4:33pm today and advised that we are replacing the windshield at no cost to him. The glass is on order and the shop will call to schedule the installation as soon as it is received.
It appears that this was filed after we already resolved the issue exactly as the...

consumer requested.

he never said anything about the cowl. I don't have any problem what so ever replacing the cowl. Your technician stated that he would break the frame around my door in order to do the job. And I told him that the guy who replaced my windshield before did not have to do that. The guy before only needed to replace the cowl because the cowl at that time was over 10yrs old. I know the cowls get damaged by the heat overtime and I had no problem replacing that if he were to break it. By swing you need to break my door frame is negligent and shows the carelessness and inexperience that the tech you sent to do the job. Further more, the manager who I initially called while the tech was at my home was very rude and extremely unprofessional to not just myself but my insurance company as well. If you don't want to workbench customers then why work in customer service and be a manager at that. Terrible terrible very short experience with this company. Never again! I dodged a huge bullet telling your tech to leave my home before he got started. There's no telling what he would have done and what his manager would have tried to cover up for him.
Regards,
Marla Williams

Today Safelite FINALLY repaired the car and installed all missing parts (two side spacers and a lower molding) that were missed during first install. Car looks lot better now. Much appreciation and  Big THANK YOU to Revdex.com for handling this case. Hope won't get any problems with this repair in future. I had a repair done before may be 7 or 8 years ago in [redacted] by Safelite and they did good job and so I went to same company here in [redacted] for the repair. But they messed bad this time. Took couple of months to fix it.
Regards,
[redacted]

Dear Mr. [redacted],I'm very sorry that our attempt to repair the windshield on your 2017 Nissan Pathfinder wasn't successful. State law in Florida requires that any deductible be waived for windshield repair or replacement as long as the insured has comprehensive coverage. I believe that the repair...

technician advised you incorrectly because he wasn't aware that your auto insurance policy was written in your home state of North Carolina.Because of this, Safelite will honor your request to absorb the $388.11 cost for the replacement.I do apologize for the misunderstanding and the delay in responding.

I reviewed the response made by the business in reference to complaint ID [redacted], and after the detailer working on the vehicle for the past few days, he called me this morning and informed me that due the composition of the carpet, it will not dry and needs to be replaced. If Safelite would like, I will find them a replacement they can order, have shipped to and installed by [redacted]. Please let me know how Safelite would like to proceed.

I’m very sorry about the faulty glass and delays in getting the rain sensor for your 2010 Volkswagen CC. I contacted the Safelite location in Byron Center, MI and confirmed that the rain sensor arrived today. If you haven’t already, you should receive a call to schedule a time for us to install...

the part.
 
As a courtesy and because of the inconvenience and frustration you were caused, we would like to refund the amount you paid for the original windshield installation back to the credit card you provided at the time of service. The refund request will be submitted today. Please allow 5-7 business days for the $225 to be credited to your account.
 
Again, I apologize for the issues you experienced. I assure you this is not the norm at Safelite. We do appreciate your business and thank you for bringing this service failure to our attention. If you have any other questions or concerns, please feel free to contact our Executive Service team at ###-###-####.

Dear Mr. [redacted],
I’m very sorry that there was damage to your 2011 BMW 328 when we replaced the windshield. We have verified that [redacted] has received payment from Safelite Auto Glass for the work that was done. On April 14, 2016 a Safelite representative contacted Anthony at...

[redacted] and confirmed that check number [redacted] in the amount of $807.99 had been received a few days prior to the call, but it had not yet been cashed.
I do apologize for any breakdown in communication and the inconvenience or frustration it caused. In addition, we regret that it took so long to get the payment to the vendor that repaired the damage. We do appreciate your business at Safelite. If you have any additional questions or concerns, please feel free to contact us at 1-866-212-5457.

Complaint: [redacted]
I am rejecting this response because:  I am rejecting this answer because based on the pictures, technicians expertise and the original safelite technician who performed an incomplete test, and who would not take out the windshield since it would then be his responsibility.  Also, in fixing the problem ( so far so good), the Chevrolet technicians did not correct any body seals. if it had been a body seal, that would have been done.  The window technician did have to reseal the window where it was not sealed AT ALL.  Safelite can stand behind that Chevrolet Technical Service Bulletin and say it was not their fault, but I disagree based on the above as well as past correspondence.  I would like to thank you Revdex.com for your help in trying to resolve this issue. Please make sure that my complaint records lack of satisfaction with response, not lack of response. I do plan on printing out all the back and forth correspondence between Safelite and myself, to be used for further action.

Thank you!!!!

Thre was no way to interpret them as they only show the day that I opened them up.. but then again I am not surprised.. I didn't feel the need to respond when they said they were working with their ITT department to get the pictures.. but then again.. as I explained in my orginial complaint that this the problem we were having.. and they did it to my insurance company (USAA) as well.. but hey whatver.. I will give reviews on YELP and any other place I can to let people know

Dear Ms. [redacted],I’m very sorry that our technician damaged your door panel while attempting to replace the door glass on your 2011 Jeep Liberty. We do have the replacement door panel in our Safelite location ready to install for you.It is fairly common for a window regulator to be damaged when door...

glass is broken by vandals or thieves. After several hours of research, I have also learned that the design and materials used in the Jeep Liberty regulators make them prone to failure. In fact, model years 2002 through 2007 were part of a class action lawsuit due to regulator failure. Improvements were made in the 2008 through 2013 model years but they still tend to be more problematic than other vehicles. With all due respect to the other auto glass company you contacted, the only way to test the functioning of a window regulator once it is replaced is to operate it. Whether it has glass installed or not is irrelevant. When you took your Jeep to the dealership to have the regulator replaced, they would have tested it before releasing the vehicle to you. Because there was no glass in the vehicle at that time, it would have been tested without glass. You may want to check with the dealership that replaced the regulator to see if there is a manufacturer’s warranty in place that would cover the need to replace it a second time.While I understand your frustration and I know that you have been inconvenienced on multiple occasions, Safelite is not accepting responsibility for the cost of the regulators or any cost incurred when you went for a second opinion. We do have the replacement door panel and the replacement glass available to provide service when you contact us to schedule an appointment. As a courtesy, I can offer you an additional $75 discount off the cost of the window replacement for your inconvenience. Please contact the local Safelite shop or our Executive Service team at ###-###-#### to schedule the work.

Dear Mr. [redacted],
I’m very sorry that it took such a long time to receive the correct dealer parts for the windshield replacement on your 2015 Ford Explorer. In reviewing our records, it appears that on at least one occasion we received a windshield that was damaged. Also, it appears that either...

the windshield or the moldings needed had been on backorder. I’m glad that we were able to get the parts installed for you and everything appears to be satisfactory.
We do have notes that you had requested some sort of compensation for the inconvenience. A gift card was mentioned but nothing specific about the amount or who was going to arrange that. As a courtesy, we would like to send you a check in the amount of $50, rather then sending you a gift card. We would like to verify your mailing address with you before we request the check. Once the check is issued you should receive it in about 7-10 business days.
Again, I apologize for the inconvenience and frustration you have experienced. Please contact our Executive Service team at ###-###-#### to provide your mailing address and we will issue the $50 check. We do appreciate your business at Safelite and wish you all the best during this holiday season.

This is an unacceptable response from the business. 1. The person whom I talked to at Safelite in Greenville ASSURED me that the only difference in the glass was the KIA SYMBOL. This is NOT and was NEVER true. The glass on my car now does NOT have the same tint that was on the previous windshield.2. The person who put the glass on my car went through my car. (these 2 issues safelite has yet to address, and apparently they do NOT care)3. This has absolutely NOTHING to do with the insurance company I have.4. The person on the social media team whom I talked would could have careless about the issue. Rather then doing something about the glass on my car, the person ignored the complaint and NEVER responded back to my last email!5. No one ever called for a "followup"Since safelite obviously does not care, again, I am requesting something so simple: Replace the glass in my car to the factory glass. No one called for a followup, the girl at the desk at safelite lied to me, and my car was went through by the person who installed the glass! These three things are highly unacceptable by any business!