Aloha Pools & Spas of Paducah

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.

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.

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?

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]

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 Mr. [redacted],I’m very sorry for the miscommunication about the amount due for the windshield repair we performed on your 2013 Toyota Sienna. I do see that you paid the amount due on August 15, 2016. At that time [redacted] should have been notified to discontinue all collection action. I...

have reached out to our billing department to have this rectified. [redacted] will be contacted and you will likely receive an email to confirm this action.Again, I apologize for the issue and the inconvenience you have experienced. If you have any additional questions or concerns, please feel free to contact us at ###-###-####, opt #1 then opt #3.

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 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 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 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.

Safelite Autoglass technician broke the windshield. "Small chance of damage windshield" does not give the business excuse for its failure to deliver its promised service. It's televised commercial advertisement does dot state the repair work has a chance to make a small dot into a big crack and the customer to be responsible for it, It's misleading consumers. This is not an honest business.Furthermore, even as the business Disputes, it is 100% chance of breaking my windshield. I observed the technician, [redacted] was doing. He pouched the windshield with a metal tool carelessly.  That does not feel a safe way to repair the glass to me. He failed to explain how to repair before he broke my windshield. In this case, I believe it is like healthcare, there is always chance of poor outcome with a certain treatment and doctors routinely inform patients. However, when the poor outcome does occur the doctors are liable for it. This is the norm. Safelite auto glass is responsible for breaking my windshield and should take full responsibility for the replacement. You broke my windshield, you replace it. Clean up your mess, be responsible for your failure, and keep your promise like your TV Ad!

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

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.

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 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.

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.

It was told to me that if the recalibration that the technician performed did not work that Safelite would come back and do it again for free or that my dealership would do it for free. Had this been told to me I would not have chosen safelite. It is poor business practice and I will make sure to deter as many people as I can from using this business as it misleads its customers. I still have not received a call from a manager that I was told would happen a week ago. Poor customer service.

Totally unacceptable you call your selves a consumer advocate ?

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]

I am rejecting this response because:
Regards,
Wendell [redacted]