Aloha Pools & Spas of Paducah

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.

Dear Mr. [redacted],
 
I’m very sorry that you were told that a technician would be coming to reseal the windshield on your 2007 BMW 335i and nobody every arrived. I reached out to the Safelite location in Peoria, AZ to get additional information. Unfortunately, your request to reseal the...

windshield was scheduled in error. Safelite doesn’t do windshield reseals. We will use this as a coaching opportunity for the representative that scheduled your appointment.
 
A representative from the Peoria location did speak to you on June 7th and let you know that the job was scheduled in error and that if the technician arrived he wouldn’t be able to do the work. She was unable to reach the technician herself to advise him as he hadn’t yet been issued a company phone. Later, you contacted Safelite after the shop closed and the Operations Manager was made aware of the issue. On June 8th, the Peoria location contacted you again to again explain and apologize that we wouldn’t be able to provide the service you requested.
 
I understand your frustration due to the incorrect information and your wasted time. This is a regrettable situation and I do hope that you’ve been able to locate a provider to assist you.

I am rejecting this response because: as of Tuesday, August 8, 2017, none of the credits listed in the response from Safelite have been reflected to my credit card account. 
Regards,
[redacted]

Dear Mr. [redacted], I’m very sorry to hear of your issues. I would like to verify some information. Is this regarding a windshield replacement for your 2015 [redacted] Silverado with the license plate number of [redacted]? If so, I have attached a receipt showing that we did replace the...

windshield on October 13, 2016.  Our records show that you did agree to pay an additional $14.95 for a premium appointment time. Because of the missed appointment on October 12th, a discount of $50 was added to your work order to cover the premium appointment charge and an additional amount for your inconvenience. A $50 discount was included in your original quote as listed on the attached receipt dated October 13, 2016. At this time, our records indicate that we completed the work that you requested and we compensated you for the missed appointment. If any of this information is incorrect, please let us know by calling our Executive Service team at ###-###-####.

Dear Mr. [redacted],
I’m very sorry to hear about the damage to the dash of your 1992 Toyota Camry. We have received the estimate of damages and it appears that the cost to repair is more than the value of the vehicle. At this time, we are seeking additional information from the dealer about the...

damage and if the parts are even available. Once we receive this information, we will be back in touch with you about how we can bring this issue to a fair resolution.
Please feel free to contact our Executive Service team at 1-866-212-5457 with any additional questions or concerns.

I reviewed the response made by the business in reference to complaint ID [redacted] and find the resolution is satisfactory to me.
Regards,
[redacted]

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. However, I have not heard from Safelite about rescheduling the repair. I called and left a message with them this morning but have yet to hear back. 
Regards,
[redacted]

Dear Mr. [redacted],I'm so sorry for the issues you've had regarding the back glass replacement for your 2014 [redacted] I reached out to the Safelite store manager and was advised that she and another manager took a look at your vehicle with you. After examining the headliner, there were no...

spots found that required cleaning. In addition, there didn't appear to be any additional glass that required clean-up. The 3rd brake light showed no indication of an issue to fix.          The manager has offered to refund the amount you originally paid, as a courtesy, after we received a signed release of liability. A copy of the release is attached. Upon submission of an estimate for repairing the scratches, the manager has offered to pay the fair and reasonable cost to do so.     Again, I apologize for your inconvenience.

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 there is pitting in the windshield that we replaced in March of 2016 on your 2012 Audi Q5. The conditions in Arizona are especially hard on windshield glass. While on average, a vehicle’s windshield requires replacement every 7 years; in Arizona windshields are...

often replaced more than once a year.When our technician came out to inspect the windshield, he determined that the damage was normal wear and tear for your area and not covered under our warranty. I understand that you don’t agree and you are frustrated. The manager of our location in Phoenix spoke with you and asked you to bring the vehicle in and he would inspect it himself. If he determines that the pitting is not normal wear and tear, he will advise how we can proceed. At this time I found no indication that this has taken place. If not, please stop in at your earliest convenience so Caleb can inspect the windshield himself.If you have any questions or concerns, please feel free to call us at ###-###-####.

Dear Mr. [redacted],
I'm very sorry to hear of the damage to the "wrap" on your 2008 BMW 335. At this time we have no record of receiving any estimate of the repairs. If you could please provide an estimate, we will be able to review it and let you know our decision. If you have any questions, please...

feel free to contact us at ###-###-####.

Your frustration about the unsuccessful repair is understandable. Your insurance company would be refunded for the repair because they initially paid for the job. The premiums you pay to your insurance company are based on the coverages and deductibles you select when signing the contract. Because your selected deductible is more than the cost of the replacement windshield, you would incur the entire cost as an out of pocket expense.
There are several factors that play a role in completing a successful repair. These include but are not limited to:
·         The age of the damage
·         The size and location of the damage
·         Glass is an unpredictable and sensitive material
Therefore, we provide a money back guarantee for chip repairs if they aren’t successful.
We would like to be able to assist you with a replacement windshield. We have provided the best possible price to you, $250 which is an all inclusive price. That is more than $100 off the regular price of the windshield replacement. If you would like to schedule the replacement, please contact us at 1-866-212-5457.

Dear Mr. [redacted],
Thank you for including a picture of the damage to your windshield. After sharing and reviewing the image with field management, I have indicated what was determined to be the initial impact point. Again, it is unfortunate that you incurred new damage so soon after we replaced the windshield for you. New damage is not something that we can predict or prevent and it’s not covered by our warranty. We will not honor your request to compensate you for your windshield replacement.
If you have any further questions or concerns, please feel free to contact us at 1-866-212-5457.

Complaint: [redacted]
I am rejecting this response because:I went to another glass shop in Seattle to get a second opinion on Safelite’s response.   Without prefacing that Safelite had reinstalled the existing seal, I asked if they would reinstall an original seal on a 27 year old truck if they were changing out the windshield.  They said it is most definitely NOT the industry standard to reuse a 27 year old seal on a new window.  The industry standard is to change out both the inner and outer seal.  At this point, I have no confidence in Safelite’s honesty or workmanship.I would like for Safelite to refund the money I paid for my windshield so that I can take it to another shop to be done professionally.  I have been quoted $200-300, the higher end being if the windshield cracks upon removing it and thus needing to be replaced again.
Regards,
[redacted]

The work was performed by safelite autoglass on my vehicle on August 16, 2016.  They had a no show at an appointment on August 13, 2016.  This is important because it forced me to be out of time at the time of the work.  The basis of their position is that they have pictures of...

damages to the dashboard before the work.  Then, they are saying that the technician called me to inform me of the damage prior to starting the work.  This is the story the shop is telling the operations manager and corporate.  However, this story is totally untrue. The technician never mentioned the dashboard or pictures until after I called to complain of damage on August 30, 2016.  And the damage went from a 3 to a ten.  I will send you several pictures of before and after.  You also have my communication with the shop manager below.Date: Mon, Sep 12, 2016 at 1:13 PMSubject: Fwd: After Pictures supporting documents complaint 16-01559To: [redacted]More support for damage afterward. Also their was no preauthorization like the company claims because I was out of town. They missed the original appointment.[redacted] ---------- Forwarded message ----------From: "[redacted]" <[redacted]>Date: Aug 30, 2016 3:15 PMSubject: After PicturesTo:[redacted]Cc: Mr. L[redacted]These pictures show the vehicle I picked up today. The drivers side of the dash did not have this big hole and broken pieces prior to the job. Please call me at 317-8568.[redacted] _____________________________________From: [redacted] [mailto:[redacted]] Sent: Monday, September 12, 2016 4:28 PMTo: [redacted]Subject: Fwd: Sent from Snipping Tool claim #[redacted]Paperwork with damages that they supposedly discussed with me.  Nothing was discussed other than payment.  Dashboard pictures were only brought up when I mentioned damages on August 30, 2016 when I picked the truck up from the shop where repair took place.  Not at safelite but where my car was being inspected.  [redacted]

Dear Mr. [redacted], I’m very sorry that our attempt to repair the windshield of your 2015 Ram Pickup did not meet your expectations. While we do have a very high success rate with our repairs, there’s no way to tell with any degree of certainty how the already damaged glass will react to the...

repair process. Therefore, we do provide a money back guarantee for repairs. If the repair fails or if you just aren’t happy with it, Safelite refunds whoever paid for the repair. In your case, your insurance company paid for the repair. Because replacement is the only option, the replacement will be subject to the $500 deductible you have for comprehensive coverage. I understand that this is an expense you hadn’t planned for. I have been authorized to cover $150 of your $500 deductible if you schedule a windshield replacement with Safelite AutoGlass. If you would like to accept this offer, please contact us to schedule the replacement at ###-###-####. Again, I apologize that the repair attempt wasn’t more successful. We appreciate your business and hope to continue to be your first choice for auto glass repair and replacement.

Dear Ms. [redacted],I’m very sorry that there was damage to the cowl and trim when our technician replaced the windshield of your 2001 Ford Mustang Coupe. The local Safelite manager acknowledges that we are responsible for the damage. I understand that the cowl has been replaced but the manager needs...

to purchase the windshield washer fluid line that wasn’t included with the cowl. As soon as he receives that he will be in touch with you.It is my understanding that the manager has been in contact with you about the trim that was damaged. With a unique vehicle such as ours, replacement parts can be difficult to locate. The part that is needed is no longer being manufactured and we haven’t been able to find it to purchase for you. We are continuing to search for the needed part online and through salvage dealers. At this time, we are unable to locate it after hours of searching. We will continue to attempt to locate this part for you but if you have any additional local resources that could provide an estimate, we would be happy to receive that from you.Again, I apologize for the accidental damage and the difficulty we are having in locating the correct parts. Once we determine if we will be able to provide the needed part, we will contact you about fair compensation for your trouble.

I am rejecting this response because: They have not repaired or replaced any of the damaged items on my vehicle. It has now been 5 weeks and I'm still waiting, this should be a priority for Safe-lite to fix their damage asap and not make we wait this long. My truck is a mess and they have yet to call me with a solution to make this right.  I'm the one who has been wronged and inconvenienced, some much for Safelights 100% guarantee!!!!! 
Regards,
[redacted]

I am rejecting this response because:I took the vehicle to the location as requested.  I spoke to Doug the Manager.  He looked at the windshield and pointed to a "chip" the size of a pin head and said that it was an impact from a rock and not covered by warranty.  I knew this was what he was going to say and did not choose to argue.  My contention is that it could also be a fault in the glass and not a rock impact.  It does not look like the normal circular rock chips you see in windshields.  I realize there is no need to pursue this further, in order to prove the crack in the windshield was not caused by a rock I would need to spend thousands of dollars on scientific analysis, which seems inappropriate for a $300 windshield.  Obviously the Safelite warranty just needs someone to say it was caused by an impact and then there is no warranty.  I am dissatisfied with Safelite and will not use them again.
Regards,
[redacted]

Dear Mr. [redacted],
 
I’m so sorry to hear about the issues regarding the glass damage on your 2013 Nissan NV commercial van. Our records show that indeed the order was initially received showing the need for a quarter glass replacement instead of the back glass. It took some time to realize what...

part was needed and to get a corrected claim sent to us. I understand this was a considerable inconvenience to you. It does appear that you requested a different provider be permitted to perform the installation for you.
 
Again, I apologize for the inconvenience and frustration you experienced. I regret that we weren’t able to assist you with your glass needs.