Aloha Pools & Spas of Paducah

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

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 Ms. [redacted],I’m very sorry for the issues you had when we replaced the windshield of your 2015 [redacted] Murano. I see that there is a warranty appointment scheduled already to install the new interior pillar moldings that were damaged.As a courtesy, we will be mailing you a check for the $150 you...

requested to cover the balance of the rental charges that [redacted] didn’t pay. We will mail the check to the address listed on your complaint with the Revdex.com, unless you provide an alternate address. Please allow 7-10 business days to receive the check in the mail.Again, I apologize for the damage to the pillar moldings and the inconvenience you have experienced.

Dear Mr. [redacted],I understand your frustration due to waiting so long for parts. Our efforts to locate the moldings in black have taken a long time with no success. In order to provide what you need and want for your vehicle, we have to order the parts in chrome and have them powder-coated or painted black. I guarantee that we do have the parts on order and as soon as they arrive, we will take them to a vendor that can make them black.Regrettably, this adds more time and frustration for you. I do apologize for the damages that were caused. Safelite is working diligently to make this right for you. As soon as we have the parts, you will be contacted to arrange a time for us to install them.If you have additional questions or concerns, please feel free to contact us.

While I appreciate the refund for the incredibly poor experience with Safelite, it is not my agreed upon solution. In addition to my previously recorded complaints. .  someone from Safelite did call today. They directly dialed my voice mailbox, presumably to avoid speaking with me to hash out this issue. They did not acknowledge a single complaint or apologize and only mentioned scheduling another service (THE 5TH APPOINTMENT)! This is entirely unprofessional after I've contacted Safelite so many times without a single acknowledgment. As previously stated, after the blatant disrespect of my time I do not trust Safelite to work on my vehicle anymore. In addition to the $225 refund for services rendered I would also like a credit for the cost of a rain sensor so I can be sure the work is completed adequately and up to my standards. I will agree pay for my mechanic's labor myself using the $225 previously refunded. I think this is more than a reasonable compromise after this situation has been handled so poorly by Safelite.

Dear Ms. [redacted],I'm so sorry that you incurred a water leak after we replaced the windshield of your 2003 Acura MDX. In reviewing all the information, Safelite agrees that we should reimburse you for the installation and the work done by [redacted]. You will receive a release of liability to sign before we issue you a check in the amount of $1043.74. The release will be emailed to you with instructions on how to email or fax it back to us. Once we receive the signed document, the check request will be processed. Please allow 10-14 business days to receive the check in the mail. The check will be mailed to the address listed on your Revdex.com complaint unless you indicate a different mailing address should be used.Again, I apologize for the issues and the inconvenience you have experienced. We appreciate your business and your understanding. If you need additional assistance, please contact us at ###-###-####.

Dear Mr. [redacted],I’m sorry that our previous response didn’t address all your concerns.When our technician inspected the windshield of your 2000 Nissan Maxima, there were notes added to the work order. “no stress crack detected, rock from road cracked w/s.. sector 7, 12in”. This notation states there was no sign of a “stress crack” at the time of inspection. It only indicated that a rock hit the windshield in the passenger side upper portion of the windshield causing a crack that was about 12 inches long. We have no documentation or pictures of damage that would be covered under our national lifetime warranty.If you have any pictures that show a different situation, please feel free to contact our Executive Service team at ###-###-####.

Dear Mr. [redacted],I'm very sorry that our attempt to repair the windshield of your 2010 Honda Accord wasn't successful. We do have a money back guarantee but as you are aware, the money goes back to the insurance company if they paid for the repair.After reviewing the issue and discussing it with the...

manager of our Visalia, CA location; Safelite has determined that we will replace your windshield at no cost to you as a courtesy. A member of our Executive Service team left you a voicemail today with this information also.I apologize that you have lived with a windshield that has continued to crack for more than 2 years. Please contact a member of our Executive Service team at ###-###-#### at your earliest convenience to schedule the windshield replacement. Again, Safelite is absorbing the full cost of the replacement as a courtesy.

I’m very sorry that you weren’t satisfied with the outcome of the windshield repair performed on your 2007 Chevrolet Tahoe. Chip repairs are performed to restore the structural integrity to the windshield and the appearance of the repair will vary based on numerous factors. Safelite will...

apply the cost of the repair toward a replacement with Safelite if a customer isn’t satisfied with the results or if the repair fails.
Our notes indicate that you were quoted an inshop replacement cost of $161.95 by our Charlotte, NC Safelite location. If you would like to take advantage of that offer, please contact that location to schedule an appointment. If you would prefer not to use Safelite for the replacement, as a one time courtesy, we would be able to refund the $108.48 you paid for the repair back to the credit card you provided at the time of service.
Again, I apologize that the windshield repair didn’t meet your expectations. Please contact our Executive Service team at 1-866-212-5457 or respond through the Revdex.com to let us know how you would like to proceed.

The rust didn't extend into the pinch weld so the reason listed wasn't sufficient. It was at the seal but not underneath the seal. Furthermore, I never gave the technician permission to take pic, and he was inside my personal residence. Thirdly, you guys sent me soliciting emails for months to replace the window, but never stated once that you were any reasons not to replace it.you are also the only window company nearby that will not replace it. Complaint: [redacted] I am rejecting this response because:Regards, [redacted]

I reviewed the response made by the business in reference to complaint ID [redacted], and find the response to be adequate for further investigation into the resolution process and repair of the vehicle.  I am in process of getting the car looked at and an estimate for repair. Once a satisfactory repair has been performed I consider the case closed.

1. While unpredictability of glass is understandable, there was clear incompetence in the way the tech approached the repair.  Someone that drives 120 miles out of the way to do a repair 5 miles from his shop is not inspiring of trust. She signed that we accepted that a crack can expand through no fault of the technician but that does not give the technician cart blanc to damage the windshield.2. Offering to apply the $53 to a replacement is unhelpful when the technician informed my wife that he could not replace the windshield.  Due to the water sensor, he said she would have to go to the dealer.  At the time of the repair attempt, the technician did not inform my wife that he would be unable to replace the windshield if the crack widened beyond repair.  After the damage was beyond repair, he divulged this.  If he had, she would have gone directly to thedealer and not allowed him to attempt the repair.  Since SafeLite by way of the technician informed my wife that he is unable to complete a replacement and he stated to her that the $53 (not checking the exact change previously listed) would berefunded, this is the minimum that is acceptable.  Regardless of whether the vender and I agree on the incompetence of the tech, the promise of refunding the money needs to be followed through.

Dear Ms. [redacted],I’m very sorry to hear that you weren’t satisfied with the windshield wipers we installed on your 2013 Honda Odyssey. We do provide a 6 month money back guarantee on the wipers we sell and install. Our records show that we replaced the wipers for you on April 13, 2016. On...

October 28, 2016 you contacted us to let us know you weren’t satisfied with the wipers. At that time the 6 month time period had already passed and the guarantee was no longer in effect. The American Automobile Association recommends that wiper blades be replaced every 6 months. I see that you have been a loyal customer of Safelite and you are a valued member of USAA. As a one-time courtesy, I will be refunding you $25.00 for the cost of the wipers. I will send the check to the address shown on your Revdex.com complaint: [redacted]. Please allow 7-10 business days to receive the check in the mail.  Again, I apologize that you weren’t satisfied with the windshield wipers. Safelite does appreciate your business.

I show that we did issue a refund check to the consumer on June 13, 2016. The check number is [redacted] in the amount of $100. As of today, the check hasn't been cashed. We do advise customers to allow 7-10 business days to receive the check. If the consumer hasn't received the check by June 27, 2016; we can do a stop payment and reissue the check. The mailing  address for the check is the same as the customer indicated in their previous response. If there's anything else I can assist with, please let me know.
Thank you,
Nancy S[redacted]
Safelite Executive Service Team

Dear Mr. [redacted], I would like to apologize for the issues you have experienced relating to the windshield replacement on your 2013 Toyota Prius. In reviewing all the information, I found that nearly every issue has already been resolved to your satisfaction. Safelite previously paid...

AutoNation for the replacement of your dash pad and the removal of the glass shards that fell into your air conditioning duct work and evaporator box. Included in that paid invoice was the tint strip, a component that is no longer available from the manufacturer, and the cost of a rental vehicle for 2 days. I have included a copy of the final invoice that we have already paid. On October 25, 2016 a Safelite technician went out to take care of an issue regarding the moldings and installation of the windshield. He was able to complete the work without damaging the new windshield or the tint strip. The technician offered to vacuum the remaining glass from the vehicle but you had already made arrangements to have the dealership detail the interior to remove the remaining glass. Safelite will reimburse you for the interior detailing once we receive a paid receipt. Unfortunately, professional detailing is the only way to remove all of the glass from the vehicle. Our technicians remove as much glass as possible when performing an installation, but sometimes due to the nature of broken glass, it is not easy to collect every piece. I do apologize for any injuries that you or your passengers have received from the broken glass. You have requested that Safelite assume responsibility for any future glass removal and that we cover medical bills for any future injuries related to glass that remains inside the vehicle. We are more than willing to reimburse you for the cost of the detailing job and glass removal as indicated above. If you aren’t satisfied with the work of the dealership performing the detailing, that would be something you should address with the dealership. If any future issues arise relating to the installation, we would be happy to address them at the appropriate time.  Again, I apologize for the inconvenience and frustration you have experienced. Safelite does appreciate your business and will process the reimbursement as soon as we receive a paid receipt for the detailing.

Dear Mrs. B[redacted]
I'm so sorry that you haven't received the reimbursement check you were promised in the amount of $155.17. A check in that amount should be processed on October 19, 2015 and mailed to the address we have on file for you. You should receive the check within 7-10 business days....


Again, I apologize that the reimbursement check hasn't been processed yet. If you have any additional questions or concerns please call ###-###-####

Dear Ms. [redacted],
I’m very sorry to hear about the paint damages to your 2000 Subaru Legacy that occurred during a windshield replacement. I do see that we received an estimate for repairs and we approved that work. We scheduled and are paying for a rental vehicle while the work is being done. I...

show no information about the headliner of your vehicle except that the estimate includes the removal and reinstallation by the body shop. Please give our Executive Service team a call at 866-212-5457 to let us know of any additional damages.