Aloha Pools & Spas of Paducah

I’m very sorry that the attempt to repair a chip in the windshield of your 2007 Nissan Xterra wasn’t successful, resulting in the need for a full replacement. While we do have a very high success rate with our repairs, there is no way to guarantee how the already damaged glass will react to the...

repair process. We do provide a money back guarantee with our repairs meaning that whatever was paid for the repair will be credited back to the paying party. Windshield replacement is the only alternative and it would be subject to any deductible on the policy.
 
Our records show that a [redacted] representative provided you a quote of $324.90 for the windshield replacement. This amount did not include the sales tax of $19.25. The amount you were charged for the windshield replacement was $294.15 which does include the $50 discount you were promised. This amount was charged to the credit card you provided for payment.
 
Again, I apologize that the attempt to repair your windshield wasn’t successful. We do appreciate your business at Safelite. If you have any additional questions, please call our executive Service team at ###-###-####.

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 ###-###-####

I am rejecting this response because: If they notify my insurance company my windshield did not need replacing prior to him arriving . It was a pebble that did it and I called immeditely. accountability, professionalism and work ethic is what a company should enforce and clearly customer service training is what needs to be revisited. I will never do business with your company and I will make sure I let other prospective clients know about the bad experience . Thank You.
Regards,
[redacted]

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.

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 for the issues that occurred when we attempted to install a back glass on your 1992 Chevrolet Suburban. I have been in contact with the manager of the Safelite location in [redacted]. He advised me that he was able to go to your home on Monday December 21, 2015...

to correctly install the back glass. I understand that you are satisfied with the work that was done.
Again, I apologize for the delays in getting your back glass installed to your satisfaction. Safelite does appreciate your business and we wish you the best during this Holiday Season.

Dear Mr. [redacted],
 
I’m very sorry that we weren’t able to install the regulator and motor you supplied when we installed the back glass on your 2004 Toyota 4Runner. In checking with the Safelite location that serviced your vehicle, I was advised that there was a nylon strap around the...

regulator. When our technician removed the nylon strap to attempt to install the part, the regulator cable immediately unwound from the spool. The technician didn’t cut anything on the regulator itself, only the nylon strap that was part of the packaging keeping the cable in place.
 
Our technicians were unable to put the cable back on the spool and advised you that you would need to take it to the dealer to have it installed. Because the cable unwound immediately after the nylon strap was removed, we believe that the part was not in proper working order when it was provided to us. At this point there is no way to verify that. We contacted the service advisor at the dealership you are working with. While they can repair the part, it would not have a warranty from Toyota. Also the motor assembly doesn't appear to have any damage and they should be able to install it for you.
 
As a courtesy, we would like to offer you reimbursement in the amount of $175.00 for the regulator that can't be used plus tax and shipping. Please contact our Executive Service team at 1-866-212-5457 if you would like to accept this settlement. We would ask you to sign a Release of Liability before we send you a check. You would still have a warranty for the glass installation done by Safelite as long as no other company removes the glass.
 
Again, I apologize that we were not able to install the parts for you. Although we don't believe that our technician caused the damage to the regulator, we are able to extend this offer to you as a gesture of customer satisfaction.

I am very sorry for the damages that were caused to your 2014 Honda CR-V due to the windshield that was installed. Our notes indicate that were accepting responsibility for the damage and will pay for the repairs. The body shop that we use is [redacted] their contact telephone number is...

###-###-#### their address is [redacted]. If you could contact [redacted] (the body shop) to set up an appointment. We request that you provide an estimate from [redacted]; we will contact the vendor and make payment arrangement to pay for the damages.
Again I apologize for the inconvenience. If you have any further questions or concerns please feel free to contact your local Safelite Shop or you can contact our office at ###-###-####.
Thank you for choosing Safelite we appreciate your business.

Dear [redacted],I'm very sorry to hear that there was some damage to the dash of your 2014 [redacted] Santa Fe after we replaced the windshield. Safelite is accepting responsibility for the damage and will pay to have the dash repaired. In speaking with our shop manager, there has been a great deal of...

difficulty locating a company in your area that provides mobile dash repair. None of the companies that he has spoken with provide service to your area.What we would ask is if you could provide an estimate to have the dash repaired by a local company of your choosing. The dash won't require replacement only repair. If you know of a dash repair or upholstery company in your area that would be able to do the work, we would be happy to receive the estimate of the cost.I do apologize that this has not yet been resolved. We look forward to taking care of this to your satisfaction. Please feel free to contact us at ###-###-#### with any questions or concerns.

Dear Ms. [redacted],
 
I’m very sorry that there was damage to the hood of your 2014 BMW X6 when we replaced the windshield. I understand your frustration with the delays in getting the payment to [redacted] Auto Body for the repairs. The system they use to process credit card payments isn’t...

compatible with many credit cards. Unfortunately, that includes the system generated credit cards we use.
 
The local shop did submit a check request on June 15, 2016 but it was never processed. Our Accounting department has just updated the process for check requests which may have caused the request to be lost in the system. I truly apologize for that.
 
I spoke to both the Safelite shop and to the body shop and we are sending a check overnight to the Safelite location in Bridgeport, CT. The manager will then hand-deliver the check to [redacted] Auto Body. The check for the full amount of the repairs should be received by the body shop on or before Monday July 18th.
 
Again, I apologize for the delays and inconvenience you have experienced. If you have any further questions or concerns, please contact our Executive Service team at ###-###-####.

This complaint is not closed they asked for a copy of the invoice which we sent in response[redacted]

Complaint: [redacted]
I am rejecting this response because:  This incident has been much more of an inconvenience to me, it has been somewhat of a hardship.  I called many different companies for quotes who told me upfront that they could not fix our window due to it being a convertible.  I was thrilled when I called your company & you indicated you could take care of it knowing it was a convertible.  You provided me a price for it, a convertible was listed on all the email confirmations which I received, a convertible was mentioned in the several phone conversations I had with you and then you call me the day you were suppose to fix it (5 days later) to tell me that you cannot fix it because it was a convertible & refer me to a salvage yard?  I just don't understand that.  And then to offer to plastic wrap it for me so I wait around for over 4 hours for you to come to my house to do that and you call me over 4 hours later to tell me you can't do that because it is a convertible.  You knew it was a convertible, why would you offer?  If I just would of know that you couldn't fixed it from day one, I would have my car right now.  Instead, I did find a trim & upholstery auto parts shop that can fix it but they have to order the window so it will be another 4-5 days before they will be able to fix it.  So now, I have to go through the hardship of not having my vehicle for an additional 4-5 days and I will have to take another day off of work in order for this other company to fix it.   As you can see, the result of your error has provided me with much more of an inconvenience. It has cause me a hardship of missing a day's work and being without my vehicle for 5 days.  I feel your apology and offer of $50 does not make this situation right for the error which your company made and the hardship it has put me through.

A Senior manager from Safelite called us in reference to complaint ID [redacted], and they have agreed and scheduled a warranty replacement of our windshield and find the resolution is satisfactory to me.  I sincerely appreciate that Safelite was able to make contact and understand our dilemma and resolve the issue. 
Regards,
[redacted]

Dear Mr. [redacted]I’m very sorry about all the inconvenience you’ve experienced regarding the windshield replacement for your 2015 [redacted] Tacoma.Our records indicate that we have received the windshield with the [redacted] logo that you requested. A representative left a message on December 21st asking...

you to contact us to schedule the installation.Our warehouse has confirmed that [redacted] is the manufacturer of the OEM glass for [redacted]. The part that we brought out indicating it was OEM was indeed made by [redacted] on the same assembly lines at the OEM glass. The only difference is that it doesn’t have the [redacted] logo.Neither the technician nor the local shop had direct knowledge that [redacted] is the manufacturer of the OEM glass for [redacted]. That information came from our supply chain team and our warehouse. I do apologize that we weren’t able to confirm that with you when the technician arrived to do the work.Again, the glass with the [redacted] logo has arrived and we will be happy to schedule the installation for you.

I’m very sorry to hear that the windshield repair we did on your 2011 Ford F150 did not meet your expectations. 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 process. In a small number of repairs the...

damage may get larger and Safelite is not responsible for that. I have attached a copy of our warranty, which includes our money back guarantee for repairs. If a repair is unsuccessful or just not satisfactory, Safelite will refund the cost of the repair to the paying party. The replacement windshield would then be subject to any deductible on your auto policy.
Once a repair has been done, the damaged area can’t be re-repaired. Therefore, replacement is the only option. We do understand your frustration. Because your insurance company will waive your deductible if the windshield can be repaired successfully, you expected to have no out of pocket expense. Now you are facing the prospect of paying for a windshield replacement or your $500 deductible, whichever is less. Our technician didn’t do anything wrong during the repair process, therefore we are not able to provide a replacement at no cost to you. We would be happy to work with you to provide the best price possible for a windshield replacement from Safelite. Feel free to contact us at 1-800-800-2727.
Again, I apologize that the repair attempt didn’t meet your expectations. We do appreciate your business and hope to be able to work with you to get a new windshield installed.

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],I’m very sorry that we weren’t able to replace the windshield on your 2009 Pontiac G6 as scheduled on April 1, 2017. We attempt to service every customer during the time frame scheduled but many things can impact the schedule. Jobs that take longer than planned, technicians that call...

off and a multitude of variables may require us to ask customers to reschedule. We do understand that this can cause inconvenience and frustration for our customers.At this point I don’t see that you have rescheduled the windshield replacement with Safelite. If you are still in need of a windshield replacement we can offer you a $50 discount for your inconvenience. A quote for the total cost of $212.79 has been saved for you under work order [redacted]. If you would like to accept this offer, please contact us to schedule the installation.While we are able to offer a discount for the windshield replacement we are unable to provide it at no charge to you. Also, we didn’t cause the damage to your windshield so we would not be responsible for any tickets you might receive until the work is completed.Again, I apologize that we needed to reschedule your original appointment. If you still need windshield replacement and would like to accept our offer that includes a $50 courtesy discount, please feel free to contact us.

Dear Mr. [redacted],
I’m very sorry that our attempt to repair the damage to the windshield of your 2013 Toyota Tundra didn’t meet your expectations. The repair process is to restore the structural integrity to your windshield and isn’t a cosmetic fix. While it is our policy to credit what you paid for...

the repair toward a replacement windshield with Safelite, as a one time courtesy we will credit the $147.89 you paid back to the card used at the time of service. Please allow approximately 5-7 business days for your account to reflect the credit.
Again, I apologize for any unrealistic expectations about the appearance of the windshield repair. If you have any further questions or concerns, please contact our Executive Service team at ###-###-####. Safelite does appreciate your business.

I'm very sorry to hear that you received unwanted follow up emails after we provided an estimate to replace the windshield on your 2014 Ford Taurus. In reviewing your file, I do see that you received a total of four emails from Safelite regarding your request for a quote for service. The initial...

email was generated from your conversation with a sales representative on October 15, 2015. I see that follow up emails were sent on October 16th, 18th and 20th. The follow up emails were promotional offers providing a discount in order to gain your business. I also see that on October 26, 2015 we received a call to remove your email address and send you no further emails. We did immediately comply and removed your email address as requested.
I have attached a copy of a document from the FTC website. It is from their Consumer Help Center and it explains the rules regarding "SPAM: Unwanted Email and Text Messages". What applies to commercial emails such as what you received from Safelite AutoGlass is included below:
For commercial email:
Your consent may be oral or written.
Senders must tell you the name of the entity that will be sending the messages and, if different, the name of the entity advertising products or services.
All commercial email messages sent to you after you've given your authorization must allow you to "opt out" of receiving future messages. You must be allowed to opt out the same way you opted in, including by dialing a short code. Senders have 10 days to honor requests to opt out.
Based on this information, Safelite was and continues to be in full compliance with the FTC rules.
                               1. You did provide your consent 
                               2. You were advised that you would receive email from Safelite
                               3. Each email provided a link to "OPT-OUT" of receiving any additional emails.
                               4. We were well within the 10 day requirement once we received your request to "OPT-OUT" as we immediately removed your
                                   email address.
I do apologize that you received more email communication that you expected. I also want to reassure you that Safelite doesn't sell or share your email address to third parties. Regarding your request to receive compensation in the amount of $6000, we respectfully decline, as we did comply with the rules established and outlined by the FTC. Thank you for contacting Safelite for a quote to replace your damaged windshield. I'm sorry that we weren't able to earn your business.

ar Mr. [redacted],
Thank you for the estimate, pictures and additional information that you provided. Safelite has agreed to pay to replace the damaged seat cover for your Honda CR-V. We have approved the amount of the estimate provided and if you need a rental vehicle, we will cover that cost as well. Safelite doesn’t cover any optional insurance or fuel charges, just the cost of the rental.
A member of our Executive Service team left a message for you today advising of this information as well. We look forward to hearing from you at 1-866-212-5457 so that we can discuss the entire process, make payment arrangements with the Collision Center and set up a rental, if needed.
Again, I’m very sorry for the trouble and the delay in resolving this issue. We do appreciate your business and wish you the best during this holiday season.