Aloha Pools & Spas of Paducah

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!

I am rejecting this response because:
Regards,
Wendell [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.

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.

Dear Mr. [redacted],I’m very sorry that the side molding on your 2012 Range Rover came off the vehicle and required repl[redacted]ment. With your windshield repl[redacted]ment, Safelite provided a lifetime warranty on the materials and workmanship for as long as you own the vehicle. The issue with the molding...

could have been resolved at no cost to you, had we been made aware of it.In order to consider the possibility of reimbursing you for the work you had done at the dealership, we will need a copy of the receipt for the work. Once we receive that, we will be able to make a determination about the reimbursement.Please feel free to contact our Executive Service team with any additional questions or concerns.

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 am rejecting this response because:First of all, Executive Services indicated to me that they have no ability to assist in this matter, and have consistently referred me back to the same repair shop that is now refusing to communicate to me. I was not advised to take pictures of the damage prior to this point. However, this is clearly another attempt to unjustly pass responsibility back to the customer. The windshield in question was replaced by a local competitor's shop shortly after my adverse interaction with Safelite. The unhelpful and disingenuous responses I am receiving from you are very indicative of Safelite's customer service. This is exactly what I have come to expect from this company.
Regards,
[redacted]

Dear Ms. [redacted],
 
I’m very sorry that our attempt to repair the windshield damage on your 2015 Jeep Grand Cherokee has cracked out. While we do have a very high success rate with our repairs, there is no way to determine with any degree of certainty how the already damaged glass will...

react to the repair process. As our technician advised you we do provide a guarantee for our repairs. Our money back guarantee states that our repairs will not crack further, or, we will credit the cost of the repair to the cost of a replacement windshield. If the insurance company paid for the repair, they would receive the credit. I have attached a copy of our warranty, which includes our money back guarantee for repairs.
 
As a one-time courtesy, Safelite will replace your windshield at no cost to you. I apologize that the repair policy wasn’t made completely clear. Also, I thank you for your loyalty to Safelite. We would like to be able to make things right and be your preferred glass provider if you require service in the future. Please contact a member of our Executive Service team at ###-###-#### to schedule a no-cost windshield replacement.

The promised check has not been received.

Every time I was given the price on the phone I would receive an email with a higher price. The originally quoted price was 354 and some change (I think it was 354.52). Then I got an email confirmation saying it was $416.21. I called back in and was given the price again. I then received an email saying it was $362.83. When I called back in again I was told that Safelite could not go as low as I was previously quoted. Please review the audio of the calls to better understand whats going on. Let me know what the exact amount was in the audio, 354.??. And let me know if you will honor that.The original call was made on 03/28/17 around 10:00am

Dear [redacted],
I’m very sorry that the rattle continued after we replaced the door panel on your 2015 GMC Sierra. Our records show that you had the issue corrected by your local dealer and we are reimbursing the amount you paid for the work. You should receive a check in the amount of $158.54 within 7-10 business days.
If you don’t receive the check by May 5, 2016 or if you have any questions at all, please contact our Executive Service team at ###-###-####.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. A warranty from your company means little to me as I will be doing business elsewhere should I have any additional issues with this windshield. Please see the attached receipt I received when purchasing the rain sensor through a Volkswagen approved dealer. You may send the release of liability to [redacted]@gmail.com and I will happily sign it. If I am not reimbursed for this part within 10 business days I will file a second grievance through the Revdex.com as I'd consider that a secondary issue.

Dear Mr. [redacted],I'm very sorry that we weren't able to replace the windshields in your vehicles for you. If a technician sees rust around the installation area, he generally won't proceed with any work unless the shop manager states to move forward. If some rust is seen before the technician...

removes the windshield, there is likely more rust underneath. If there is significant or perforating rust in the installation area of a vehicle, a safe installation can't be performed until the rust is removed professionally. If that rust isn't located until after the windshield is removed, the technician will not be able to reinstall the old windshield nor would he be able to install the new windshield. The vehicle would be left without a windshield at all and would need to be towed to a body shop.If you would like a second opinion about the rust, please feel free to bring the vehicles into our Safelite location in Valley View, Ohio during business hours for a manager to inspect it. If you have any additional questions or concerns, please feel free to contact that location directly or our Executive Service team at ###-###-####.

Dear Mr. [redacted],I’m so sorry that the repair we attempted on your 2015 Chevrolet Silverado 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. Our technicians receive the best...

training in the auto glass industry and perform each repair to the best of their ability. 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. If a crack expands while the repair is                being performed it is highly likely that the repair would have failed quickly because the                                         ...⇄ integrity of the windshield had been compromised by the initial impact. 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 or out of pocket cost would apply. Because the cost of the windshield is less than your comprehensive deductible, you would be responsible for that cost. The specific wording of the money back guarantee is included below.Windshield repair warrantyThe repair process involves the injection of special adhesives into the damaged part of the glass. The degree of success of each repair is a function of several variables. The best results are obtained when the damage is recent, the point of impact small, the cracks around the damaged area are small, and there is not moisture or other foreign matter in the damaged area.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. Our windshield warranty works as such: if you are dissatisfied with the repair, we will credit the cost of repair toward replacement. If your insurance company paid for the repair, the insurance company will receive credit. We guarantee that the repaired portion of the windshield will not crack further and that the repair will pass any state vehicle inspection, or we will credit the cost of repair toward replacement. This windshield warranty applies as long as you own or lease the vehicle on which the repair was made and is not transferable.

I am rejecting this response because: it is involving the 2012 Jetta, my husbands name is [redacted]. 
Regards,
[redacted]

Dear Ms. [redacted], I’m very sorry that there was damage to your dash and your sensors aren’t working properly after we replaced the windshield on your 2007 Mazda 3. We were first notified of the issues on October 21, 2016 and we were able to view the vehicle on October 24th.Our records show that...

the Safelite manager spoke to you on October 27th and you were to fax him details of all the issues that needed to be addressed. In speaking with the Safelite location today, I was advised that we did receive an estimate for the dash damage. The location will be faxing that paperwork to the Corporate office. We will be in touch with details on how to proceed with the repairs. There was no mention of additional issues regarding your sensors. If they are not working properly, please let us know and Safelite will correct those issues under warranty.Again, I apologize for the damage to the dash and any other problems that you are experiencing due to our work. Please feel free to contact our Executive Service Team at ###-###-####.

I received the signed Release of Liability from Mr. [redacted]. I have requested the check for him and he should receive it within 7-10 business days. I just wanted to bring you up to date.Have a great evening!

I will seek another auto glass business and have the windshield fixed. As a matter of principle, I will never do business with Safelite again. If I had been dishonest and stated that the crack was due to poor workmanship, then Safelite would cover the loss. Too bad for being honest. Guess the workmanship doesn't come into play when a rock hits'it right? Thought you made a durable windshield. Goodbye Safelite and I will spread the word on how on the company is run by a bold face liar.
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

Complaint: [redacted] I am done with this complaint. As I said initially even if you can't pay honesty about what happened would go a long way. I have used your company for 20 plus years to repair my windshieldson. Your handling of this situation has lost you a customer for life. By your own admission taking responsibility for the increased damage that your tech caused doesn't even make you legally liable, but you persist in your denial of the act even with pictures and an eye witness. Wow!! If you take preinspection pictures why don't you take post inspection pictures? You know those pictures would show significantly increased damage. In any  case, I'm done with this? A simple apology would have fixed a lot.
I am rejecting this response because: Safelite is responsible for increased damages and refuses to admit it despite proof, eye witness, and pictures.
Regards,
[redacted]