Aloha Pools & Spas of Paducah

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

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

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.

I reviewed the response made by the business in reference to complaint ID 11703856, 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. 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]

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]

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.

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.

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’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.

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 our attempt to repair the windshield of your 2012 [redacted] Prius resulted in the windshield requiring replacement. While we do have a very high success rate with our repairs, there is no way to predict how the already damaged glass will react to the repair process....

I understand that you were advised of our money back guarantee if the repair isn’t successful or if you don’t like how it looks. Due to your overall experience, we’re making an exception in your case.We have an appointment to install a new windshield for you on Saturday June 17, 2017. The time frame for our technician to arrive will be 8:00AM to 12:00PM at your work location in [redacted]. The replacement will be at no cost to you. Again, I apologize that the repair wasn’t successful. We do appreciate your business and your understanding.

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]

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. 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 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 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.

Dear Mr. [redacted], I’m very sorry that our attempt to repair the windshield of your brand new 2017 Jeep Wrangler 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. In some...

cases, the attempt to repair a windshield can result in the chip or crack becoming larger, and we are not responsible for such damage. The outcome of a repair is affected by many factors, including but not limited to:             - The age of the damage            - The size and location of the damage on the windshield            - Glass is a sensitive and unpredictable material In speaking with the Safelite location manager, I was advised of some details provided by the technician. When the technician arrived you weren’t available. She contacted you and let you know about the repair process and what risks were involved. She also documented the paperwork stating that she advised you of the possibility that the damage may get larger or crack out. You were offered a replacement price that included a $100 discount, however you stated that the price was too high. You stated that you wanted Safelite to replace the windshield for free. When the manager stated that we wouldn’t be able to do that, the conversation turned negative and when the call was over there was no agreement reached. I have included a copy of our full warranty and a copy of the technician’s paperwork. If you are still in need of a windshield replacement and would like to accept our previous offer, please feel free to contact us and schedule an appointment.

I'm very sorry about the conflicting information you have received regarding the damage to your 2004 Honda Accord and the amount of time it has taken to bring this issue to a resolution. I will attempt to address all the issues you indicated in your most recent correspondenct through the Revdex.com.
To begin with, my name is Nancy S[redacted] and I have the responsibility of responding to issues submitted through the Revdex.com. I will address what we have done to resolve this unfortunate and frustrating situation for you. On January 18, 2016; we mailed a check (#[redacted]) to you in the amount of $100. This represents the refund of your insurance deductible as a courtesy. There are no conditions attached to the refund it is simple a gesture of customer satisfaction due to the ongoing issues. Also on January 18, 2016; we mailed a check (#[redacted]) to your insurance provider at their request. The amount of the check was $1391.15 and it represents the cost of the repairs required for your vehicle. Your insurance provider requested that we send the check to them and they will pay you for the repairs. If there are any additional costs associated with the repairs, I would expect that your insurance provider would handle them in this same way.
To be clear, these payments do not remove the National Lifetime warranty you have with Safelite for the auto glass materials and workmanship as long as you own the vehicle. As long as there is no new damage to the windshield and no other company does any work involving the windshield, your warranty stays intact.
I agree there have been a number of inconsistencies in the information you received from Safelite representatives. I will attempt to correct that information here:
Although we generally pay the vendor directly for damage repairs, we are able to send the payment directly to the vehicle owner. That amount would include the entire estimate, including the known labor charges. The only stipulation is that a Release of Liability be signed indicating that the vehicle owner agrees that the amount paid represents the full amount of the damages and no additional compensation for the damages will be requested. Unless the estimate includes another party replacing or removing the windshield, the Safelite warranty remains intact.
If we pay a vendor directly for repairs, it is generally done by credit card as soon as the work is completed and we receive the final invoice. If the vendor has a different preference of payment, we will work with them. Most vendors won't release a customer's vehicle until they receive payment in full so we make the payments in a timely fashion in order that the customer's vehicle can be returned to them.
There isn't a direct correlation between paying for damages to a customer's vehicle and the Safelite warranty. The Safelite warranty remains intact unless the full amount of the original installation is refunded to the customer and/or their insurance provider to allow for another company to re-do the installation that Safelite did. The other reasons for the Safelite warranty to no longer be in place would be if new damage occurred to the glass or if another glass provider touched the glass after Safelite's installation.
If Safelite provided a rental vehicle while repairs are being performed, we will cover the cost of the rental vehicle only. We don't pay for fuel or any optional insurance or other coverages or features that may be added. We maintain an account with Enterprise car rental and we are billed directly for the cost of the rental vehicle only.
I do also want to address your statement about speaking with different representatives when you contact our Executive Service team. It is quite true that you are likely to speak to a different representative when you call our toll free number. We work as a team and are not assigned specific issues to handle exclusively. The idea is that working as a team and maintaining detailed notes allows any representative to assist a customer with their issue. That assures that if a specific representative is not available for any reason, any other member of the team can assist. 
Again, I apologize for the delays and frustration that you have experienced. This is not typical of our service nor is it what we want for any of our valued customers. I hope that I have ben able to addressl all your concerns. If not, please feel free to contact our Executive Service team at 1-866-212-5457.

Dear Mr. [redacted],
I’m sorry that we weren’t able to provide the lowest price for the replacement of the windshield on your 2008 Toyota Prius. Safelite has been providing glass replacement for customers since 1947. We provide the industry’s only nationwide lifetime guarantee and all of our technicians receive extensive training and must be certified before performing any work on a customer’s vehicle. We do offer competitive pricing but we are not always the lowest priced option.
Safelite performs millions of windshield repairs every year. Less than 1% of the attempts crack out during the repair process and there are many factors that influence the success of the repair to an already damaged windshield.
Again, I apologize that we weren’t able to gain your business. We do appreciate your feedback and your concerns will be forwarded to our senior leadership for review. If you have any additional questions or concerns, please feel free to contact us at ###-###-####.