Aloha Pools & Spas of Paducah

Dear Mr. [redacted],I apologize for any misunderstanding regarding the amount that our field management team agreed to reimburse you for down time while your truck was being repaired. There was never an agreement to reimburse you for 2 weeks of down time. Each time you contacted either the Executive Service team or a member of the field management team, you were advised that we would only reimburse you for 1 week of down time. We do have notes that you spoke with a member of our Executive Service team on August 17, 2016. In that call you stated you received an email from Derrick stating that we would not reimburse you for a 2nd week of downtime. You replied that you would contact an attorney. Your attorney suggested you contact Safelite again and see if you could discuss this with Derrick's manager.Your request has been thoroughly reviewed by the Store Manager, Operations Manager and Division Manager to whom Derrick reports. They are all in agreement that we will not compensate you for an additional week of down time because the repairs done by the shop of your choice took an additional week to complete. The repairs were to be completed on August 13, 2016 and we were advised that you picked up the truck on August 22, 2016. As a courtesy we paid for the repairs in the amount of $2182.94 as well as reimbursing you 1 week of down time in the amount of $2117.27. Safelite will not agree to any additional compensation. Our position will not change regarding any additional compensation.

Dear Ms. [redacted],I’m very sorry that you are experiencing a water leak after we replaced the windshield on your 1984 Chevrolet Corvette. I reached out to the local Safelite shop and was advised that we are ordering the replacement weather stripping that you need. This is being covered by our...

National Lifetime warranty at no cost to you.Once the part arrives, the Safelite location will contact you to arrange a time to install it for you. Again, this is part of our warranty and there will be no charge to you. Dealer parts generally take about 5-7 business days to receive and you will be contacted after it arrives.I apologize for any misunderstanding. Safelite does appreciate your business.

Dear Mr. [redacted],
I’m very sorry for the confusion about the deductible that applied to the windshield replacement on your 2009 Dodge Pickup. In reviewing your file, per your insurance provider you requested a change to the comprehensive deductible on June 25, 2015. The request was to change it...

from $250 to $100. That change did take place with an effective date of June 25, 2015.
The issue is, your claim was filed with a date of loss of February 15, 2015. At that time, your deductible was still $250 and that is why you were required to pay the $250 deductible. Any claims with a Date Of Loss after June 25, 2015 would be subject to a $100 deductible.
Again, I apologize for the confusion. If you have any additional questions regarding your deductible, please contact your insurance provider.

I am rejecting this response until the check is actually received. As of today I do not have a refund check.  I have been told on four different occasions that a check was being mailed. Not to mention the numerous hours I have spent dealing with the issue to follow up on the status of the check. I’m appalled at the complete lack of willingness to resolve this issue and would never recommend or use Safelite for any services in the future. A customer should not have to call a business establishment over 5 time and wait on hold for over an hour or more each time to obtain a refund due to a faulty repair.

Dear Mr. [redacted],Attached is a copy of the credit that was processed to your credit card. A member of our management team forwarded this to you on Friday October 14th by email as well. You should see the funds in your account no later than October 20, 2016. I do apologize for the delay in processing the credit to your account. If you have any further questions or concerns, please let us know at [redacted].Thank you for your patience and understanding.

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 ###-###-####.

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

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.

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

Dear Ms. [redacted],
I’m sorry that there was a delay in emailing you the Release of Liability for your signature. The form was emailed to you on September 21, 2015 by one of our Executive Service team representatives. If you could please sign the release, have it witnessed and return it to us either by email or fax, we will be able to credit you the $150 as promised. If you have additional questions or concerns, please call ###-###-####

Dear Mr. [redacted], I’m very sorry about all the issues you described after we installed a replacement back glass on your 2015 Jeep Renegade. The Safelite Operations Manager in your area has been in contact with 2 local dealers and has confirmed that the glass we installed is correct. The...

only other 2 options for dealer glass are a non-tinted version and a non-heated version. Regarding the scratches, We are accepting responsibility for those and we will pay to have the damage repaired. I understand that your wife spoke to the Operations Manager and was advised of the process to make that happen. At this time we are awaiting an estimate for repair of the damages.  Again, I apologize for the scratches and your frustration. We do appreciate your business and look forward to resolving this to your satisfaction.

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.

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 so sorry that the wiper arm and wiper transmission were damaged as our technician was preparing to replace the windshield of your 2006 Chevrolet Cobalt. While I’m sure this wasn’t intentional, I know this put you in a bad situation heading into a holiday weekend. I’m...

glad that you were able to obtain a rental vehicle while we were awaiting the arrival of the replacement parts. Since driving is vital to your job it was necessary for you to have a vehicle that had functional wipers. I do see that the parts have been received and you are scheduled to have a technician come to you to complete the work on Saturday September 10th between 8:00am and 12:00pm. I trust that all will go well. If you have any concerns or questions, please feel free to contact our Executive Service team at ###-###-####. We are available Monday-Friday 8AM to 8PM eastern time and Saturday 9AM to 1PM eastern time. We are not available on Sundays.

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!