Aloha Pools & Spas of Paducah

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

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.

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 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!

The promised check has not been received.

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.

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]

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 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.

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

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

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]

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: it is involving the 2012 Jetta, my husbands name is [redacted]. 
Regards,
[redacted]

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.

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.

Dear Ms. [redacted] –
 
I apologize for the delay in responding to your most recent message submitted to the Revdex.com. I am very sorry for our attempt to repair the windshield damage on your 2001 Suzuki Grand Vita 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.
 
Because you weren’t happy with the results of the repair, we have decided to credit back your [redacted] card ending in [redacted] in the amount of $148.57. You should see the credit within 7-10 business days. If you have any further questions or concerns please feel free to contact our Executive Service team at 866-212-5457.
 
Again, I apologize that the repair attempt wasn’t successful. We do appreciate your business and hope to be able to work with you in the future.