Aloha Pools & Spas of Paducah

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 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.

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 have attached a copy of the bill from my mechanic detailing the cost and reason for the repair.  This is in response to the request made by Safelite through the Revdex.com, received on August 5, 2015.

I am rejecting this response because: Your response is a complete fabrication. I am not an expert. Ford told you the module was damaged, you were the only person who worked on my vehicle. I drove it in with no lights on and when I drove the car out the light was on. You accepted the responsibility when you told me to bring the car back and you would take everything apart again, check all the connections you disconnected and repair the airbag light. You brought me in your shop garage when my car was taken all apart showed me the plugs leading to the airbags and told me yourself you unplugged the connections to the airbag, but assured me you plugged everything back the way it was and you couldn't believe the airbag light was still on. You told me you did a hundred of them but couldn't figure it out. Then to get rid of me you sent me to Ford. They diagnosed low resistance in the wiring. They didn't check every small wire you touched and every connection, they simply did a minor inspection to see what the code was. They are not clairvoyants, they will not say you caused it but the simple fact is you were the only one who touched my vehicle and the light turned on after you touched my vehicle .  You are responsible for the damage you caused on my vehicle. You lied to me and told me to go to Ford have the car diagnosed and you would take care of it. This is a terrible way to do business. You thought it was something minor so you assured me no problem safelite will take care of it until you heard the damage was 1600.00. then Eddie the manager disappeared. Again bad practice. I am not going away ! This is gross negligence on safelites part.
Regards,
[redacted]

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.  Safelite's response is courteous and professional.  This type of service is why we continue to support Safelite with our glass needs.

I reviewed the response made by the business in reference to complaint ID [redacted], Safelite did offer to pay half of our deductible when our windshield was replaced but this also came with hassle and confusion on the company's part. Apparently, only a few in the company can see certain notes in our account and when the call was made to coordinate payment the customer service rep. had no reference to partial payment and initially denied payment. After three hours and multiple calls from myself and my insurance company and being transferred to three different reps Safelite finally came through with their offer. I appreciate their offer but feel they need better customer service.

Dear Mr. [redacted],I’m very sorry for the issues you’ve had with the back glass and hardware on your 2003 Ford Explorer. As a Safelite representative advised you, this is a fairly common issue with vehicles like yours. I did some research and found there was a recall for back glass hardware: Recall...

Number  04V442000     Recall Date   09/13/2004       Component    STRUCTURE:BODY:HATCHBACK/LIFTGATE:HINGE AND ATTACHMENTSSummaryON CERTAIN SPORT UTILITY VEHICLES, THE LIFTGATE GLASS STRUT MAY BECOME DISENGAGED OR THE HINGE MAY FRACTURE ALLOWING THE GLASS TO FALL AND POSSIBLY BREAK. Our records indicate that on December 1, 2016; we were contacted by a representative from your insurance company. At that time a courtesy refund of $65.00 was requested and processed. On December 19, 2016; we were contacted by another representative of your insurance company to request an additional $35.00 courtesy refund to you. That was processed the same day. We have refunded you a total of $100 as a courtesy and that is what you agreed to accept. We will not honor your new request for an additional refund of $110.03. This is a regrettable situation but not one that Safelite caused. As a courtesy, we refunded you $100 toward the cost of the required hardware. If you have any further questions or concerns, please feel free to contact a representative of ###-###-####.

Dear Ms. [redacted],
I’m very sorry that the passenger side molding flew off of your 2013 Kia Soul after we replaced your windshield. I know it must be disturbing to have that occur while you are driving in rush hour traffic. Had there been any incident because of it, your insurance company would...

cover it just as they would if you blew a tire and a piece of it flew into traffic.
I want to assure you that the moldings are trim pieces and don’t hold your windshield in place. Your vehicle would have been safe to drive even without the molding. They are generally held in place by clips or double-sided tape when installed on the manufacturer’s assembly line. The side moldings are removed and reinstalled during a windshield replacement. Sometimes the clips can weaken or break or the adhesive on the tape can break down and not be as effective in holding the molding in place once reinstalled. This is something we will take care of under warranty but we wouldn’t be responsible beyond your vehicle.
Our records indicate that we were able to order a new molding from a dealer and get it installed for you. We also provided a rental vehicle while you waited for the part, as a courtesy. Regarding your request for a full refund of your deductible, we would be able to offer a partial refund of $100. If you would like to accept that offer, we will need to verify your mailing address to send a check. Please give us a call at 1-866-212-5457 and a representative will be happy to assist you.

I’m very sorry that our attempt to repair the damage to your 2013 Chrysler 300 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.
I apologize that the repair on your vehicle has failed. Our chip repairs are done to preserve the structural integrity of the glass and not for cosmetic purposes. If the repair fails i.e. starts to crack out further or is not visibly pleasing; Safelite offers a money back guarantee where we will credit the cost of the repair toward the replacement of a new windshield; however your deductible (if you have one) or out of pocket cost would apply. If you are interested in a new windshield please feel free to contact your local shop or you can call our office at 866-212-5457, we will speak to a manager to offer a discount on a new windshield.

I’m so sorry that our attempt to repair the windshield of your 2006 Chevrolet Colorado wasn’t successful and the windshield cracked completely. While we do have a very high success rate with our repairs, there is no way to tell with any degree of certainty how the already...

damaged glass will react to the repair process.
 
A member of our Executive Service team contacted you on October 12, 2015 and as a courtesy; Safelite has scheduled a no cost windshield replacement for you to occur on Tuesday October 13, 2015. I do apologize for any miscommunication and inconvenience you have experienced. Safelite does appreciate your business.

Dear Mr. [redacted],
I’m very sorry that your rear view mirror was damaged during the windshield replacement on your 1999 Toyota Land Cruiser. In researching your concerns, it was found that the rear view mirror did arrive for the December 24th appointment but another part was needed before it could...

be installed. I apologize that this information wasn’t communicated to you.
The base for the rear view mirror is enroute from the dealership and is expected to arrive on or about December 31st. As soon as the part arrives, you will receive a call from the Safelite shop to schedule a time to install the rear view mirror and the base.
Again, I apologize for the damage and the lack of communication. We should be able to rectify this issue within the next few days. Safelite does appreciate your business and we wish you the best for the New Year.

Dear Mr. [redacted],I'm so sorry that you didn't feel confident in Safelite's follow through. I did verify that we received the windshield and it was installed in your vehicle today. My understanding is that everything went well. If you do have any further questions or concerns, please feel free to contact us at [redacted]. Safelite does appreciate your business.

I do not accept this response I am not pleased with this glass or the work performed by this company all I would like is a refund on the money and to take the glass back it is not the right fit for my truck anyway I have replaced it already with new glass and have theirs sitting inside I feel as if I have not been treated properly and need this refund Regards,[redacted]

Dear Mr. [redacted], I apologize for the confusion regarding the billing for the windshield replacement Safelite performed on your 2013 Ram Pickup. From our records and conversations with you and your insurance provider, the windshield was replaced as part of your insurance claim for hail damage....

I’m sorry that you experienced this.  As a courtesy, you have been issued a refund check from Safelite in the amount of $383.00. The check number is [redacted] and it was mailed on November 28, 2016. Please allow 7-10 business days to receive the check. Our notes indicate that you received an insurance payout directly for the claim that included the cost of aftermarket glass. Your insurance provider advised you that because the only available glass was OEM at a higher cost, you would need to pay out of pocket for the higher amount and request reimbursement from your insurance company. You weren’t happy with that and as a gesture of goodwill Safelite issued you the refund of $383.00. Safelite does appreciate your business. If you have any additional questions or concerns, please feel free to contact us at ###-###-####.

I am rejecting this response because: I want proof that they are actually ordering the windshield. I want a purchase order and tracking information. How am I supposed to just accept that they "ordered" it without any proof. I lack any confidence in their ability to perform the requested services by their word alone.
Regards, [redacted]

Dear Mrs. [redacted],
 
I’m very sorry that our attempt to repair the windshield of your 2012 Nissan Quest wasn’t successful. Although we have a very high success rate with our repair process, there is no way to determine how the already damaged glass will respond to the procedure prior...

to beginning the job. I have attached a copy of our warranty for reference. In the paragraph for Windshield Repair the process, limitations and our money back guarantee are explained. In particular it states: “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.”
 
To address your questions of pricing, the technician only had access to the amount that Allstate agreed to pay for a windshield replacement if a claim was filed. The quote you received on our website is a cash price and is less than what your insurance company agrees to pay for the work. The cash quote you received would be correct. I have saved the cash quote under reference number [redacted] if you would like to schedule the replacement. The quote including tax is $317.35 for service in a Safelite shop. There may be an additional cost for mobile service.
 
Again, I apologize that the repair attempt was not successful. If you would like to schedule a replacement, please feel free to contact our sales department at ###-###-#### and reference the quote number above. Safelite does appreciate your business.

I’m very sorry that the moldings weren’t replaced when we installed the back glass on your 2012 Toyota Prius. It must be very frustrating to have to wait several weeks for the parts to arrive. In most cases parts arrive in no more than a week after being ordered from the dealer.
In checking with...

the Safelite location that has the parts on order, we have an expected arrival date of May 12, 2016 for the moldings. As soon as the parts arrive and are checked for accuracy, you will be contacted by the Safelite shop to arrange a time to install the moldings.
Again, I apologize that the moldings haven’t yet arrived at the Safelite location. If you haven’t been contacted by May 13, 2016; please feel free to reach out to our Executive Service team at ###-###-#### or the Safelite location at ###-###-#### and we will provide you with an updated ETA for the parts.

Totally unacceptable you call your selves a consumer advocate ?