Aloha Pools & Spas of Paducah

Dear Mr. [redacted],
 
I’m very sorry that your rain sensor isn’t working properly after we replaced the windshield on your 2004 BMW X3. In reviewing our records, I see that Safelite did purchase a brand new rain sensor and installed it on your vehicle. However, the rain sensor feature still...

isn’t working properly. This may be an indication that the rain sensor needs to be recalibrated by your BMW dealer.
 
On July 7th, you spoke with a representative of our Executive Service team who suggested taking your vehicle to a BMW dealer to see what they believe is the reason the newly replaced rain sensor isn’t working. If the dealer states in writing that this issue is related to our installation, we would be happen to review this for further warranty work covered by Safelite.
 
Again, I apologize that you have been inconvenienced by this. We did replace the rain sensor under our warranty, because you and your BMW dealer stated that was the issue. If you have any additional questions or concerns, please feel free to contact the local Safelite shop or the Executive Service team at ###-###-####.

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.

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]

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 Ms. [redacted],I’m very sorry that you are continuing to hear air noise while driving your 2007 Saab 9-5. We do want to resolve any issues that developed as a result of work we’ve done for you. The store manager, Donna, did let me know that she had spoken with you previously and offered a sincere...

apology to you.We would like to ask that you allow us one more opportunity to take a test drive in order to hear what you hear and determine where the issue is coming from. At the same appointment, we will inspect any damage that may have been caused by our work. The issue of the windshield not having a blue shade band is one that we can’t correct. The glass is no longer being manufactured with that feature, making it impossible to purchase and install for you. We have installed a windshield with a gray shade band which is the only shade band color available for your Saab. Again, I do apologize for your frustration and the inconvenience you’ve experienced. We sincerely want to correct any issues that were a result of our work. Please feel free to reach out to our Customer Care team at ###-###-#### or to the shop directly to schedule an inshop appointment at your earliest convenience.

Dear Mr. [redacted],
 
I’m very sorry that our attempt to repair the damage to your 2015 Lexus RX 450 wasn’t successful. 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. As our technician...

advised you, 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.
 
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
 
In your case, your deductible is more than the cost of the windshield so the replacement would be out of pocket for you. 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 cost. Now you are facing the expense of a windshield replacement. Our technician didn’t do anything wrong to cause the crack to get larger, therefore we are not able to provide a replacement at no charge to you. We would be happy to offer you $100 off the cost of a windshield replacement from Safelite.
 
Again, I apologize that the repair attempt wasn’t successful. We do appreciate your business and hope to be able to work with you and get a new windshield installed for you. Please feel free to contact us at 1-866-212-5457.

Dear Mr. [redacted],
It was a pleasure to speak with you on Wednesday September 16, 2015. The agreement we reached was to provide you with a check for $150 as a gesture of customer satisfaction. We also discussed your suggestions to expand our disclosure prior to performing windshield chip repairs and perhaps a standard discount to customers if our attempt to repair a windshield isn’t successful. Your comments and concerns are being forwarded to our senior leadership team for consideration.
We received the release of liability that you signed indicating that you would consider this issue closed once you have the $150 check. A check request has been submitted and you should receive the funds in about 7-10 business days. Again, it was a pleasure to speak with you. If you have any further questions or concerns, please contact our Executive Service team at ###-###-####.

Dear Ms. [redacted],I’m very sorry that you weren’t satisfied with the door glass replacement on your 2001 [redacted] Impala. I spoke with a representative to clarify some information about the installation.Mr. [redacted] dropped off your vehicle to Safelite. He left his name and contact number with the...

location as he was responsible for the damage and payment. Because the door glass had shattered there was no way to tell prior to the work whether the glass was all the way up or not. When our technician opened up the door panel, he discovered that the motor for the window was broken and completely inoperative. Because of the broken motor, there is no way to move the glass up and down inside the door. The door glass was installed on the rail that holds the glass in place exactly in the position it was when the vehicle arrived. There was no way our technician could move the rail and the glass up or down.At that time Mr. [redacted] was contacted and advised of the broken motor and that the glass couldn’t be moved up or down. He advised our representative to go ahead and install the glass, he wasn’t concerned about the motor or the position of the glass. Our technician completed the installation and crash-wrapped the glass to help keep out the elements since there was a gap of a few inches between the top of the glass and the door frame.When you and your son came to pick up the vehicle we attempted to explain everything to you but you were unsatisfied with the explanation. I understand that the discussion did escalate because you weren’t satisfied. I apologize if any associate raised their voice inappropriately. As a courtesy, we offered to install the replacement motor for you if you purchased it and brought it into our shop. You weren’t satisfied with that either.It is regrettable that we didn’t have your contact information in order to let you know of the issues before the work was done. We installed the glass and did everything we could to assist you with your concerns when you picked up the vehicle. The only way that the door glass can be brought to a fully upright position with no gap at the top is to replace the motor.

Dear Mr. [redacted],
 
I’m very sorry to hear that the windshield on your 2003 Subaru Impreza Wagon cracked after a technician replaced the moldings under warranty. Upon inspection, the crack appeared to be caused by an object striking your windshield which would not be covered by our...

warranty. However, as a courtesy, we are offering to replace the windshield at no cost to you. A representative from our Executive Service team left you a message indicating this on July 6th.
 
Please contact us at ###-###-#### to schedule the replacement at your convenience. We look forward to assisting you with your windshield replacement.

Dear Mr. [redacted], I’m very sorry to hear about the issue you are having with the driver’s side door on your 2002 Ford Focus. I have been in contact with the manager of the Safelite location in Columbia, SC. While there is no dispute that the issue didn’t exist prior to your windshield...

installation, the issue isn’t consistent with anything our technician or equipment could have caused. The issue appears to be a misalignment of the front quarter panel/fender area on the driver’s side. The attached pictures show the misalignment on the driver side and the correctly aligned passenger side. The damage could have occurred by hitting a pothole, speedbump, or anything similar. It could not have been caused by the suction mount being attached to your driver side door. To help explain the pictures, the circled areas on the driver’s side indicate the misalignment and where the driver’s side quarter panel/fender appears to have been bent causing it to be too close to the edge of the door. That would cause the rubbing of the door against the quarter panel. The picture of the passenger side shows how the seam should be properly aligned to avoid contact between the door and the quarter panel. I understand how you might assume that this was caused by Safelite since it occurred so soon after the windshield replacement. The pictures and closer inspection of the affected area clearly indicate that this has nothing to do with our work. Please feel free to contact our Executive Service team at ###-###-#### with any additional questions.

Dear Ms. [redacted],I’m very sorry to hear of all the issues that you and Mr. [redacted] have experienced since we replaced the windshield on his 2016 Toyota Tacoma pickup. In speaking with the Safelite location on Thursday May 4th, it appears that everything is already being resolved to Mr. [redacted]’s...

satisfaction. He was able to pick up his vehicle on Wednesday May 3rd. He intends to have the windshield replaced by another provider. He is signing a release of liability which will allow us to credit the entire amount paid for the work, $363.60.Once we receive the signed release the refund will be credited to the card used as payment at the time of service. Please allow 5-7 business days for your financial institution to acknowledge and reflect the credit into your account. If you have any additional questions or concerns, please feel free to contact us at ###-###-####.

To whom it may concern,
 
I’m very sorry about the misunderstanding and subsequent collections activity regarding the windshield wiper blades we installed on your 2013 Nissan Versa. When you scheduled a windshield repair your request included replacement of wiper blades. The cost of the wiper...

blades was $22.98 plus sales tax of $1.66 for a total of $24.64. The windshield repair was at no cost to you and paid by your insurance company.
 
As a courtesy, we are absorbing the $22.98 balance due for the windshield wipers and we will no longer attempt to collect that amount from you. I want to reassure you that no collection activity has been reported to any credit reporting agency. This was all handled within Safelite and no outside collection agency was involved.
 
Again, I apologize for the trouble. Safelite does appreciate your business.

On May 02, 2016 I took my 2015 RX450h to your shop in McAllen TX to get a small crack,less than 3", in the windshield repaired. Your agents filled 1/3 of the crack with solvent andleft the open end unfilled. This allowed the crack to continue to grow. By May 09, 2016 itwas over 1" longer than on May 02, 2016. I called your shop and took it in that day. Uponarriving I was repeatedly told I needed a new windshield and had been so advised on thefirst visit. This is untrue. The first visit on May 02 I was greeted, asked to take a seat andadvised my car was ready. If there had been any doubt to your ability to fix a small crack Icertainly would NOT have allowed you to touch my car. It was only when I said I wastaking it to another glass shop your agent said "OK, I'll fix it". He fixed it alright, fixed it soit couldn't be fixed and had to be replaced. He more than doubled the crack. I called youthe next day, May 10, 2016, and spoke with your agent Steve M[redacted]. He called the shop inMcAllen and said he had been put on hold for over 20 minutes. Apparently the shop didn'twant to talk to him either. Steve called me back later and said the shop never would talk tohim but he had called the manager who was in San Antonio due to all the hail damage fromthe recent storm and the manager would call me tomorrow. Omar called May 11, 2016asked me about my windshield. I related my story, see previous scenario, Omar said hewould get back to me. Later I received an email from the Revdex.com, whom I had contacted, withan offer to give me $100 off a new windshield. It didn't say anything about the type ormanufacture of the replacement. I had no alternative but to reject this offer. My researchindicated a windshield for my car cost from $195.00 to $539.00 depending on manyoptions. The next day May 12, 2016, Omar called me and said he would give me $125.00off a new windshield. When I pressed him for details he said the total would be $218.00 fora windshield with rain censor and heated windshield wipers. I insisted I didn't have heatedwipers but I would double check and get back to him, After close inspection and a phonecall to my Lexus dealer I called Omar the morning of May 13, 2016 and told him I had rainsensor only. Omar said he would check availability and get back with a new price. About2:00PM Abraham called and said they had the rain sensor only and would install it Monday.When I asked the new price Abraham said it was $218.00. When I questioned this priceAbraham only repeated they would install it Monday morning. When I asked who was themanufacturer, and all other questions Abraham's answer was they would install it Monday.As I was aware there were cheaper windshields available and I could not verify what youragent wanted to put in my car I rejected the offer pending further clarification. It has beenover two weeks and nothing from you. I have had the windshield replaced by one of yourcompetitors.I feel your agents tried to take advantage of an eighty year old man who seemed an easytarget by not properly fixing an easily repairable crack and compounding the problem bynefarious actions. Seems your agent didn't want me to take it to another glass shop untilhe had rendered it beyond repair.I await your response

I am rejecting this response because: I accept the response they are asking for an address and there is no other way to respond, the correct address is [redacted], [redacted], **  [redacted]
Regards,
[redacted]

Dear Mr. [redacted],
Thank you for your patience as we researched this issue and listened to some recorded calls between you and members of our Executive Service team. Safelite's opinion is that our technician wasn't responsible for the damage. The wrap was applied over the edges of the moldings around your windshield and upon removal of the moldings the damage was inevitable. However, one of the members of our Executive Service team did lead you to believe that we would cover the cost of the repairs. Therefore, we will honor that.
We did receive both estimates and we can offer you two options. You can have the work done by either vendor and Safelite will pay them for the work. The second option is to issue a check to you for the repairs based on the lower estimate, have you sign a release of liability and you can have the work done at your convenience. Once you have decided which option you prefer, please let us know and we will move forward.
If you have any additional questions or concerns, please feel free to contact us at ###-###-####.

Dear Mr. [redacted],I’m very sorry about the damage that occurred to your 1994 Eagle Talon after we replaced the windshield for you. You have been working with a member of our social media team who has been in touch with the Safelite Operations manager. From the notes on file this is what has been...

determined and the resolution that has been agreed upon.The hood pins were an aftermarket modification you made to the vehicle and not a factory standardYou were advised by Safelite and understand that due to the modification from the factory specifications, you should have verified before driving the vehicle that everything was replaced correctlyYou are filing a claim with your insurance company to make the necessary repairs to your vehicleAs a courtesy, Safelite has agreed to pay your insurance deductible for this claimAgain, I regret that this occurred and I’m glad that we were able to work with you to bring about a satisfactory resolution.

My calibration was done and I was able to have my insurance company cover it. However, this does not make up for the lack of professionalism by Safelite. Especially whereas I was promised a call from a manager and it has now been weeks and still no one has called to make this right or even apologize for the inconvenience. Unacceptable

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 will go to ford and see what they want to do and get a price for them to replace vent and see what the they can do with the dash and the felt on the molding between the front wind shield and the drivers side window. I will get back to you on the price. [redacted]

Dear Ms. [redacted],
 
I’m very sorry that the rearview mirror we reattached to the windshield of your 2013 GMC Yukon Denali became detached and broke the windshield as well.
 
Reattaching a rearview mirror is something we will do for anyone at no charge. It’s a courtesy and comes with...

no warranty. It’s a bit like having an optician tighten a loose screw on your eyeglasses and then cleaning the lenses. It’s a nice thing they do whether you are a customer or not.
 
Although you were advised up front that there would be no warranty provided, as a one-time courtesy and in the spirit of customer delight; Safelite will be replacing your windshield at no cost to you. We do have an appointment scheduled for you in our Greeley, CO location on Friday August 12th at 11:00AM. Please allow 90 minutes to 2 hours for the work to be completed and the vehicle to be safe to drive. If you are dropping off your vehicle, please arrange to pick it up before the shop’s closing time of 5:30PM. If you have any questions or additional concerns, please feel free to contact us.

Thank you for taking the time to talk with me last week.  As a follow up to our discussion, I simply cannot trust this company to do any work on my car because I do not trust the skill of their technicians.I believe they tried to take advantage of me when they first tried to settle the complaint and I just want to be done with this company.  I am completely unsatisfied with their proposed resolution and just can’t believe that for $250 they would not take any responsibility for my cracked windshield.  Whatever you can do to help would be very much appreciated.