Aloha Pools & Spas of Paducah

Dear Mr. [redacted],
 
I’m very sorry that our attempt to repair the windshield damage on your 2012 Ford Focus wasn’t successful. While we do have a very high success rate with our repairs, there is no way to determine with any degree of certainty how the already damaged glass will react to...

the repair process.
 
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
 
I have attached a copy of our warranty, which includes the money back guarantee for repairs. We would be able to apply the $134.42 that you paid for the repair toward the cost of a windshield replacement with Safelite. In addition, the manager of the Safelite location offered an additional discount to bring the cost of the replacement to $200 out the door. You declined this offer. We can still refund the amount you paid for the repair and you can have any provider you want replace the windshield for you. We would not be able to provide a replacement windshield at no cost to you. Nor would we pay another provider to replace the windshield for you.
 
Again, I apologize that the attempt to repair your windshield wasn’t successful. While Safelite does understand your frustration, we are not responsible for the already damaged windshield ultimately requiring replacement. If you have additional questions or concerns, please feel free to contact our Executive Service team at ###-###-####.

It is unbelieve that your company will not take any responsibility in this claim. I came to you with a very, very small chip in my window and now I have 6 larger cracks which has been confirmed will not pass my state inspection. Why wouldn’t your warranty cover this which says, “ 5.  Windshield repairs are backed by our warranty.  All Safelite repairs are backed by a national warranty and are guaranteed to pass lease turn-back and state vehicle inspections.” I am not asking you to cover all my expenses, I am asking you to split my insurance deductible which is more than fair. Because of the way this claim was handled I cannot trust your company to do any more work on my car. Please send me a check for $250.

I reviewed the response made by the business in reference to complaint ID [redacted]. The business actually submitted the claim to my insurance company when they received notice of the complaint, issued a refund to my credit card, called to apologize, and a check for my deductible was sent.The situation is resolved.Regards,
[redacted]

In order to bring this issue to a satisfactory resolution Safelite has requested that an adjustor from an independent 3rd party view your vehicle and attempt to determine if Safelite is responsible. You will not be charged anything for this impartial 3rd party adjustor. Safelite will incur the expense. You should receive contact within the next few days to set up a time for the adjustor to view your vehicle. Once the report is done you will receive a copy and Safelite will receive a copy. Regardless of the outcome, Safelite will abide by the adjustor's determination.
Please feel free to contact a member of our Executive Service Team at 1-866-212-5457 with any questions or concerns.

Dear Mr. [redacted], I’m very sorry to hear of the issues with the drip rail moldings on the roof of your 2015 Toyota Tacoma. I understand why you feel this is due to the windshield replacements we performed. However, I verified with the Safelite store manager that we don’t move or remove those...

moldings when replacing the windshield. The molding itself isn’t attached to the windshield nor does it actually touch the windshield. I also did some online research to see if other Toyota Tacoma owners have experienced the same problem and if it was found to be a result of a windshield installation. I did find a number of forums about the drip rail moldings coming loose or coming off completely. A common theme was that the moldings are attached with double-sided tape by the manufacturer. Over time going through car washes and exposure to the elements can cause the adhesive to deteriorate. The climate in Arizona would be especially hard on the adhesive. I didn’t find anything online that tied the molding issues to glass replacement. There were stories of the molding coming off in automatic car washes and while driving on the highway. You may want to check with your local Toyota dealer if you still have a warranty on your truck. The failure of the adhesive might be covered under your warranty.  I do understand how frustrating this must be. If this was something that was caused by our installation we would absolutely take care of it under our warranty. Since we don’t move or remove the moldings and this is  a documented problem on this vehicle, Safelite’s position is that we bear no liability for the issue. If you would like to discuss this further, feel free to contact your local Safelite location or contact our Executive Service team at ###-###-####.

I reviewed the response made by the business in reference to complaint ID 11703856, and find the resolution is satisfactory to me. Regards, [redacted]

Dear Ms. [redacted],I’m very sorry for any misunderstanding regarding the recalibration needed after the windshield was replaced on your 2017 KIA Optima. When the work was scheduled, the system prompted to add a line item for the required recalibration along with the cost of the recalibration....

Unfortunately, until the technician attempted the recalibration, we had no indication that it would need to go to a dealer. Had the technician been able to perform the recalibration, the cost would have been included on our invoice to your insurance provider. It’s my understanding that the technician did let you know that the dealer would need to perform the recalibration and your insurance company would cover the cost.Safelite is unable to include the cost of recalibration on our invoice when it needs to be done by a dealer. The dealership would provide their own invoice for the work. Insurance companies are unable to pay 2 different providers on the same claim. Therefore, you would need to pay for the recalibration and submit the paid receipt to the insurance company. They would likely pay for a rental vehicle but you may need to follow the same process for reimbursement. Had you chosen to have the installation performed by any other in-network glass provider, you still would have needed to take it to the dealer for recalibration. Had you chosen to have the installation and recalibration performed at a dealership, you would have been advised that you would need to pay the full amount out of pocket and seek reimbursement from insurance. Dealerships don’t agree to the rates that the insurance company will pay and they require payment from the customer.I do apologize that the process of recalibration and having insurance pay for it is causing you inconvenience and frustration. I assure you this wasn’t intentional.

Dear Mr. [redacted],
 
I’m very sorry about the issues regarding scheduling the windshield replacement for your 2015 Acura RDX. In reviewing the file, it appears that your insurance company originally approved a windshield repair not a full replacement. There is also an indication that your...

vehicle needed body work done prior to the windshield replacement. In addition, you requested OEM or dealer glass which requires approval from your insurance provider. There was an appointment scheduled for June 22nd but that was deleted because the OEM request needed to be requested from your insurance provider by you prior to ordering the dealer glass. You should have been contacted prior to June 22nd and I truly apologize that didn’t happen. There is no good reason or explanation for the lack of communication.
 
I do show that we were able to schedule installation of aftermarket glass for June 30, 2016. I hope that everything went well with the installation and you are satisfied with the work. You do have a National Lifetime warranty for as long as you own or lease the vehicle. The warranty covers defects in the materials and our workmanship. It would not cover damage caused by something hitting the windshield.
 
Again, I apologize for the inconvenience you experienced. Safelite does appreciate your business. If you have any additional questions or concerns, please feel free to contact us at 1[redacted]

Dear Mr. [redacted],
I’m very sorry to hear that the back glass we installed on your 2000 Ford Crown Victoria broke again very shortly after we installed it on November 9, 2015. In reviewing the information we have regarding this issue, our understanding is that you had aftermarket tint added to the...

glass shortly after the installation. On November 16, 2015 you contacted a member of our Executive Service Team to advise there was a crack in the glass. A no-cost warranty appointment was scheduled for one of our technicians to inspect the glass to see if there was a defect that caused the glass to break. It was determined that there was no defect and the glass would not be replaced under our warranty.
Tempered glass, such as the back glass on your vehicle, will only break if something strikes it. Usually, the glass will shatter completely. Because you had an aftermarket tint film applied, it prevented the glass from completely shattering. Because the glass will only break if something strikes it, tempered glass is not covered for breakage under our warranty.
Again, I’m sorry that the back glass broke again so soon after it was replaced. There was no defect found in the materials or the workmanship when a technician inspected the damaged glass on November 17, 2015. Therefore, we informed you that we would not be replacing the glass under warranty. At that time, you decided to go to another glass provider and paid them to replace the glass for you. We are denying your request to refund the amount you paid for the installation.

Dear Ms. [redacted],
I’m so sorry to hear of the difficulty that our technicians had with the installation of the driver side door glass on your 2001 Ford Explorer. In checking our records, we have not received any estimates for the damages that you believe we caused. If you could forward that...

information to us, we will review them and advise you if we are accepting responsibility or not.
Please feel free to contact our Executive Service team at 1-866-212-5457 with any questions or concerns.

Dear Ms. [redacted],
 
I’m so sorry about the experience you had when Safelite replaced the windshield of your 2013 BMW 328. In reviewing all the information, we have determined that we will refund the $266.00 back to your credit card. While it was verified that you had a $1000 deductible at the...

time of the windshield damage; our system incorrectly showed a $100 deductible when the replacement order was entered.
 
The refund to your credit card will take about 3-5 business days to process. If you have any further questions or concerns, please feel free to contact our Executive Service team at ###-###-####.

Dear Mr. [redacted],I want to assure you that Safelite does stand behind its work and our Nationwide Lifetime Warranty. In a small percentage of the installations and repairs that our technicians perform a mistake is made, an accident happens or the customer just isn't happy with the work. That is why we provide a warranty and whenever we confirm that we caused an issue, we take care of it. In this case, the pictures taken don't indicate anything related to our installation. The suction mount was mounted to your driver side door. There is no issue with the door itself, the issue is with the quarter panel/fender. As the pictures show there is an area  that is no longer properly aligned near the front driver's tire.  If there was any indication that we were responsible for this issue, we would step up and take care of the repairs.

When I first brought the car in I was told THERE WAS NOT AN IMPACT POINT!  The day of the appt I was not even out of the car and the very rude manager pressed down on the windshield which made the crack longer. And was told there was an impact. What kind of customer service is this? Now the crack is in my view of drving wasnt before and how within 4 days can a decision be made without the car being present,  first employee made the appt. Under warranty. Because he said it WAS COVERED .Now it should just be replaced for principal causing me all this stress because your company doesn't seem to know what they are doing

Dear Mr. [redacted],I’m very sorry that the windshield wiper motor needed to be replaced on your 2007 Audi A3. I will also address how our policy for failed repairs works. I have attached our national lifetime warranty and the invoices for the two chip repairs you had done by Safelite in 2010.When the...

windshield was replaced on March 24, 2017; you had the good fortune of having the work done by our Quality Manager as a training demonstration for a group of technician trainees. Therefore, every step of the process was performed by the Quality Manager to show the correct processes from pre-inspection to post-inspection. Prior to the work being started, the wipers were tested and they performed properly. After the work was completed, the wipers were again tested and they performed properly. During the windshield replacement process, there would be no need for a technician to remove or even touch the windshield wiper motor. Therefore, we will not accept responsibility for the wiper motor going out and requiring replacement. With the vehicle being 10 years old, it most likely stopped working due to normal wear and tear.When we perform a chip repair, we provide a money back guarantee stating that if the repair ever fails we will credit the amount paid toward a replacement windshield from Safelite. While there is nothing noted to indicate if one or both of the previous repairs failed, generally we will only apply one credit toward the replacement. Because this is a bit of a gray area, as a courtesy, we will credit you for both repairs and a check will be mailed to you. The total you paid for the repairs was $194.80 (84.95 plus 109.95). A credit of $97.00 was already applied toward the windshield replacement so you will receive a check in the amount of $97.80. The check will be mailed to the address listed on the Revdex.com complaint. Please allow 10-14 business days to receive the check in the mail.Again, I apologize for your frustration. While we are able to refund the cost of the second chip repair as a gesture of customer delight, we must decline responsibility and your request for compensation for anything related to the windshield wiper motor.

I am rejecting this response because: they should not have made an appointment for my car without speaking to me. The appointment date and time was highly upsetting and inconvenient. I have not spoken to my representative from Safelite. Several messages have been left  for Lori W[redacted] but she does not return my calls. I asked for a manager and was on hold for a very long time until I hung up. At this time, they are not acting in good faith. Therefore, I am seeking a monetary resolution so that I can have the car repaired at my convenience.  The incident occurred on July 11th and it's August 11th, and it is not resolved. This is unacceptable. The issues are poor workmanship, and poor customer service. They damaged my car installing the windshield. It wasn't part of the windshield installation. All the rubber around the windshield is off. This windshield is unsafe. Regards,[redacted]

Dear Ms. [redacted],
 
Thank you for being patient as we have obtained additional information about the claim for the windshield installation on the 2001 BMW 330. The information we have gathered is below. Our Claims Investigation Unit is continuing to work on this and will determine how we...

need to proceed.
 
On June 29th, Mr. [redacted] contacted Safelite and filed a glass claim using your insurance information. You did call later that day and advised another Safelite representative that you didn’t authorize a claim to be filed and we should only speak to you.
 
On July 6th, a representative from the Safelite shop contacted our verification department with you on the line to attempt to verify the insurance coverage on the 2001 BMW 330. I am including the details of that recorded call as provided by our Quality Assurance team.
 
“7/6/2016 AT 3:27 PM
Donna with retail calling with insured [redacted] to confirm coverages. Sales brought the insured on the line to verify coverage’s. The CSR confirm the 2001 BMW 330i was selected off the policy. The CSR asked the insured to confirm the policy number and the insured stated yes, I feel like I have given out so many times, I do not know who I am giving my information to because you guys should already have it there. The CSR stated we are just confirming the policy number to make sure we have it correct since we cannot verify coverage. The CSR placed the insured on hold to check verification. The CSR informed the insured coverage is pending. The insured asked if the policy number was not correct, the CSR stated yes it is that is why I went to another area. The insured stated she did not have to be rude and the CSR stated no Ma’am I was not being rude I was just letting you know what I was doing. The insured became very upset with the CSR. The shop informed the insured she could come get her vehicle. The insured stated she was concerned about the pending coverages and the call ended”
 
On August 2nd, a member of our Executive Service team spoke with you as well as Mr. [redacted]. In those conversations it was determined that you had sold the vehicle to Mr. [redacted] but your name remains on the title. The existence of some type of relationship between you and Mr. [redacted] was confirmed at that time. Mr. [redacted] stated that he was your husband and you denied that was the case. It was also determined that before coverage could be verified, the windshield was replaced by Safelite in good faith that it would either be paid under the insurance claim or the windshield would be an out of pocket expense. During the phone conversation on August 2nd, it came to light that Mr. [redacted] didn’t have the money to pay for the work. The manager of the Safelite shop offered a discounted price of $250 for the installation and Mr. [redacted] was going to check with you about the cost.
 
At this time, a balance remains owed for the windshield installation on the 2001 BMW 330. Our investigation is ongoing as to who is responsible for the balance due. Safelite didn’t disclose your personal information to any unauthorized third party, your information was provided to Safelite by yourself and Mr. [redacted].

Dear Mr. [redacted],I sincerely apologize. A request to refund the $134.42 back to your credit card was submitted on August 22, 2016. For some reason that request was never processed. Attached is a copy of the credit confirmation with today's date of September 6, 2016. You should see the funds in your account within 3 business days. Again, I'm very sorry that the original request wasn't processed. I can assure you that the credit is now on its way.

Dear Ms. V[redacted]I'm very sorry about the part that was broken during our installation of a windshield on your 2015 Audi A3 Convertible. I also regret that we haven't been able to resolve this after nearly 2 months. I was in contact with the Quality Manager in your area and I was assured that we...

have the correct part on order. Once that part arrives, you will be contacted by the shop so we can arrange to install it for you. Parts ordered from the dealer generally take about 3-5 business days to be received. In addition, we will be refunding the $50 you paid for the windshield installation to you. We will mail a check to the address we have on file unless you notify us of a different address. Please allow 10-14 business days to receive the check in the mail.Again I apologize for the delays, inconvenience and misinformation that you have experienced. We do appreciate your business at Safelite and look forward to bringing this issue to a satisfactory resolution.

Dear Mr. [redacted]I'm very sorry for any misunderstanding regarding the cost of the glass replacement on your 2010 Toyota FJ Cruiser. When an [redacted] Adjuster is provided an estimate it is based on what the insurance company agrees to pay for the work. It doesn't reflect the retail or cash price...

that anyone else would pay. The adjuster shouldn't have advised you that the cash price would be $257.30 because he or she didn't request a cash price. Regrettably, your expectation of the pricing was provided by a non-Safelite associate and we can't accept responsibility for that error.At this time, you haven't paid Safelite for the replacement of your glass. If you would like to move forward with a glass claim, your responsibility would be limited to your $250 deductible. If you don't want to continue with the claim, you would be responsible for the cash price minus a courtesy discount offered by the Safelite location of $75.00 the total estimated to be $418.37. We hope to reach a resolution soon and receive payment for our work.Please contact us at ###-###-#### with any additional questions or concerns.

Dear Mr. [redacted],
I’m very sorry to hear that our attempt to repair the damaged windshield on your 2007 Toyota Camry has failed. While we do have a very high success rate, there is no way to determine with any certainty how the already damaged glass will react to the repair process. Unfortunately,...

once an area has been repaired, it can’t be repaired again and replacement is the only option. Safelite does offer a money back guarantee with our repairs which is explained in the warranty information attached. To summarize the guarantee: if the repair fails or if the customer is just not happy with the appearance whoever paid for the repair will be credited the cost of the repair. The replacement would be subject to any comprehensive deductible on the customer’s policy or it would be an out of pocket expense.
Again, I apologize that the repair wasn’t completely successful. Please feel free to contact our sales department at ###-###-#### to see if there are any promotions in your area that may reduce the out of pocket expense for you. Safelite does appreciate your business and we wish you the best during this holiday season.