Aloha Pools & Spas of Paducah

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 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].

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 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 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 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 to hear about these issues. I was unable to locate the work order with the information provided. Could you please provide the work order number; the phone number that was provided at the time of scheduling; the vehicle year, make and model; and the customer name listed on the work...

order? This information will allow us to assist you with  your concerns.

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.

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]

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 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.

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 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.

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.

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 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.

The business is inaccurate in their responce. Their lifetime warrenty states that you must report within 30 days of discovery. I discovered the problem of the leak less than 30 days ago. They mixed up the defroster and the leak. They further escalated the problem when their tech came out and replaced the glass but did further damage by damaging the washer fluid delivery both front and rear. He knew he had not repaired it properly because he left without getting a signature that the work had been performed properly. He told no one he was leaving and just left leaving us with further damage to our car. I have spoke to others who have had similar experiences with Safelite not taking responsibility for damages. Why do they even have a lifetime warrenty if they will not honor it?

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

I am rejecting this response because: On April *, 2018, I contacted SafeLite local branch in Ocala Florida. I spoke with a Mr. [redacted] who identified himself as the assistant shop manager. I explained to him the issue briefly and I expressed my concern over the use of the model glass which has the known defect with the gasket shrinking and rolling away from the frame. I discussed using a different model which does not have the known defect. I was my understanding the the better model would be the Honda original equipment glass, which I was told during original installation was being used, was the other option. [redacted] told me that they would not replace the glass with the original equipment and tried to convince me that the gasket naturally shrinks because of the Florida sun. I have personal working knowledge of automotive parts and function and it is my professional stance the the gasket should not become defective within such as short period of time as to one year.  [redacted] and I concluded our conversation with him not approving a model glass which is not substandard and I not willing to accept substandard material for my vehicle. At this point SafeLite is not willing to install a model windshield that will not become defective and does not have known defects unless I pay them out of pocket for the better quality glass.As I stated in my original complaint, I will be satisfied with replacement of the windshield with a quality non-defective model, which I originally requested in 2017. I was told the part was originally original equipmentand as of my conversation today I would add that the windshield was not original equipment as I was told it would be and therefore I was misled in addition to having been sold glass with known defects. 
Regards,
[redacted]

Dear Ms. [redacted],I'm very sorry that the windshield replacement for your 2017 KIA Forte had to be rescheduled. We never like to disappoint our customers.I see that we were able to replace the windshield for you on March 15, 2018. I hope that you are completely satisfied with the installation.Again,...

I do apologize for your inconvenience and frustration. If you have any other concerns or questions, please contact our Customer Care team at 1-866-212-5457.