Aloha Pools & Spas of Paducah

I'm very sorry for the damage that occurred during the windshield installation on your 2013 Chevrolet Sonic. Our records show that another Safelite representative has already been in contact with you about all your concerns. As a result, You will be receiving a refund of $125.00 which represents...

half of the deductible you paid for the installation. We are also paying for the body damage caused and supplying you with a rental vehicle while yours is being repaired. On Tuesday 1-12-16 a Safelite technician will be out to correct the issues regarding the installation of your rear view mirror.
Again, I apologize for the damages to your vehicle. We do appreciate your business at Safelite and thank you for your patience while the repairs are taking place.

Dear Mr. [redacted],
I’m so sorry about the damage to the cruise control system of your 2011 Audi A8L after we replaced the windshield. In reviewing your file, this issue has already been addressed and we are reimbursing you in the amount of $1557.14. The check request was submitted on July 7,...

2015. Please allow 7-10 business days to receive the check in the mail.
Again, I apologize for the damage and the delay in resolving your concerns. If you have any additional questions or concerns, please feel free to contact us at ###-###-####. Safelite appreciates your business.

I reject this. Whether or not this issue was caused by Safelite or a manufacturer defect, the part in question was under warranty through Safelite the minute your repair man touched the hinges and began work replacing them in conjunction with replacing the rear window. I was told when I spoke to someone in November I'd receive  $100 of a refund, not knowing the total cost of how much the replacement would actually cost. It is now December 23, and I have still not been refunded ANY portion of what I paid. Again, this issue was under warranty, through Safelite. This is clearly something that should have been fully replaced, no money out of my pocket. I have an email stating  $65 would be refunded, rather than the entire amount, or the initial $100 I was first promised. I didn't agree to that, my statement was "I guess it'serves better than nothing" Which was a sarcastic remark. When speaking with the rep from Safelite, she said customer satisfaction is our goal. I'm the customer, and I am not satisfied. and I will make sure I post my displeasure all over social media, in my circle of friends, at work and to anyone that will listen. After reading the complaints on the Revdex.com website, I see "customer satisfaction" is not actually the goal of this company.
Complaint: 11885311
I am rejecting this response because:
Regards,
Jeffrey [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]

We attempted to contact the customer but unfortunately have not heard anything as of yet. Here is the response:  I’m very sorry to hear about the water leak and other issues you are having since the windshield installation on your 1993 Dodge pickup D-250. In reviewing our notes and...

after contacting the manager of our Fort Worth, TX location, we would like to schedule an in shop warranty appointment so that we can perform a thorough water test and view the damages you mentioned. Based on your zip code, we have two locations in your vicinity. The first is at 5649 Rufe Snow Dr. in N. Richland Hills, TX and the second is located at 2411 S. Cooper St. in Arlington, TX. Please contact our Executive Service team at 1-866-212-5457 so we can schedule the no cost warranty appointment at your earliest convenience. Again, I apologize for this situation and look forward to scheduling the warranty appointment and resolving your concerns

Dear Mr. [redacted],
I’m very sorry that we aren’t able to perform the windshield replacement on your 1987 Jaguar XJ6. While we strive to be the natural choice for auto glass replacement and repair, in a few cases we need to acknowledge that a customer and their vehicle would be better serviced...

elsewhere.
Because of the unique and classic nature of your Jaguar, Safelite believes that it would be wise to have you take your vehicle to a provider that specializes in vehicles like yours. With a classic vehicle, parts can be difficult to locate or discontinued and completely unavailable. Using a provider that works with these issues on a regular basis would be in your best interest.
While we do millions of installations each year, very few are on unique vehicles such as yours. Our technicians receive the best training in the business but seldom are we asked to install a windshield on a 1987 Jaguar XJ6. I apologize for the inconvenience you have experienced. If we felt that we could provide a quality installation and obtain all the needed parts, we would be delighted to do the work for you. Unfortunately, in this situation we don’t feel that we are the best company to perform this particular installation.
Thank you for choosing Safelite Autoglass. If you have any further questions or concerns, please feel free to contact our Executive Service team at ###-###-####

Dear Mr. [redacted],
 
I’m very sorry that we weren’t able to complete the windshield installation on your 1994 Ford F250. In reviewing the notes and speaking with the Safelite shop, I was able to determine that the reason we were unable to complete the work was that your vehicle has extensive...

rust in the installation area. The rust has perforated through the metal so that will need to be fixed by an auto body specialist before the new windshield can be installed.
 
At the time the old windshield was removed, you were advised that the rust needs to be corrected before we can install a new piece of glass. Safelite didn’t do anything to cause the rust so we would not be responsible for repairing it. We would also not be responsible for any damages to the interior of the vehicle or lost work time due to the delay in getting the rust removed and any holes in the metal frame repaired.
 
Again, it is regrettable that the body rust in the windshield installation area is preventing us from completing our job. We would be happy to proceed once the damage is corrected and we can safely perform the work. If you have any further questions or concerns, please feel free to contact us at ###-###-####.

Complaint: [redacted]
I am rejecting this response because: I am not satisfied. It make no sense that the technician would tell me that he was 100% sure the crack wouldn't spread and for me to now have the amount of damage I currently have. Also, why would I pay progressive a premium every six month and they get refunded the money for a faulty repair while I am stuck paying out of pocket for a whole new windshield? The "courtesy" price for $250 to repair my windshield isn't a courtesy at all. The first response you sent to Revdex.com stated it was $308 and you would knock it down to 250 now you're saying it $100 off. I have found a reliable company to repair my windshield at a lower cost than you have offered and will have the repair completed once I return from sea.

Complaint: [redacted]
I am rejecting this response because: I did receive the checks as Safelite discusssed. The reason that I rejected their response was to offer further comment that a truly customer-service oriented company would never have let this issue drag out and escalate to the degree that this one did requiring filing of complaints.

The damages that Safelite took picture of I am not disputing those damages except for the ding on my rear door that was done by the technician. I will send you pictures. Also [redacted] insurance can verify that I wreaked my car in the front and they fixed it. The only reason the manager cancel to fix my car is because he thought I was getting smart with him. All I want is my car fixed. Thank you.

DEAR MR. [redacted], 
I'M VERY SORRY FOR THE DELAY IN RESPONDING TO YOUR MOST RECENT MESSAGE SUBMITTED TO THE RevDex.com. AFTER REVIEWING YOUR ACCOUNT I SEE THAT THE BACK GLASS WAS REINSTALLED IN YOUR DODGE PICKUP 150 ON JUNE 13TH 2016 AS A ONE TIME COURTESY. YOU HAVE A...

NATIONAL LIFETIME WARRANTYTHAT COVERS DEFECTS IN THE MATERIAL AND WORKMANSHIP. THE WARRANTY DOES NOT COVER NEW DAMAGE OR  POINTS OF IMPACT. I AGAIN WANT TO APOLOGIZE FOR THE INCONVENIENCE THIS MATTER HAS CAUSED TO YOU.
IF YOU HAVE ANY QUESTIONS OR CONCERNS PLEASE FEEL FREE TO CONTACT OUR EXECUTIVE SERVICE TEAM AT###-###-####. 
SAFELITE WE DO APPRECIATE YOUR BUSINESS AND LOOK FORWARD TO WORKING WITH YOU IN THE FUTURE.

The safe-lite shop in Salisbury Maryland  refused to do the work and Safe-lite made me use a third party shop they paid for the work but the windshield is in slightly uneven I wanted safe lite in Salisbury Maryland to do the work not a third party so this would not have happened. I explained to them numerous times that I wanted safe-lite to do the work but I was told the only way that it would be completed was through a third party and that safe lite in Maryland refused to touch my car again they basically are refusing warranty service. I believe this is businesses discrimination and refusing warranty service and sending me elsewhere voids the warranties offered by safe-lite . Normally, (refusal of service) would only be warranted where the customer’s presence would somehow be distracting to the well being, to the safety, to the welfare of the other people in the business and the business itself. They can’t arbitrarily refuse service to someone because the product was replaced on multiple occasions

Dear Mr. [redacted],
I’m very sorry to hear about the issues with wiring after we replaced the windshield of your 2010 [redacted]. While our records do show you advised us through a survey that there was an issue, we don’t have any documentation showing the repairs or the cause of the damage. If...

you could please contact our Executive Service team at ###-###-####, we would be happy to review the documents to determine if we are responsible for the repairs.

when asked to price a replacement windshield I was quoted over 400 dollars after the unsuccessful repair. I would like the percentage of windshields you damage MADE CLEAR to customer is it 1 in 10 or 1 in 3? I have since had the windshield replaced for a fraction of your outrageous quote. When going online and requesting a quote it was lower tthan the customer service rep onsite quoted me.....why? Equivalent quotes from local competitors was 230 dollars. It will be a cold day in hell before I ever would consider using your company. Please understand there is no incentive to use your overpriced services. You can be sure I will tell everyone I know my experience and lack of cooperation in resolving the issue for my vehicle (and overpriced services) The company that did the work explained  the best practice for windshield repair , none of which you followed!!!!

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’m very sorry that our attempt to repair the windshield damage on your 2011 Mitsubishi Outlander 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. In a small number of repairs...

the damage may get larger and Safelite is not responsible for that. I have attached a copy of our warranty, which includes our money back guarantee for repairs. If a repair is unsuccessful or just not satisfactory, Safelite will refund the cost of the repair to the paying party. The replacement windshield would then be subject to any deductible on your auto policy. In your case, your deductible is more than the cost of the windshield so the replacement would be out of pocket for you. We do understand your frustration. Because your insurance company will waive your deductible if the windshield can be repaired successfully, you expected to have no out of pocket expense. Now you are facing the expense of a windshield replacement. Our technician didn’t do anything wrong to cause the crack to get larger, therefore we are not able to provide a replacement at no cost to you. We would be happy to work with you to provide the best price possible for a windshield replacement from Safelite. Feel free to contact us at ###-###-####. Again, I apologize that the repair attempt wasn’t successful. We do appreciate your business and hope to be able to work with you and get a new windshield installed for you.

I called Safelite at ###-###-#### and spoke to a woman named AJ on 1/3/17. I explained what happened and gave her both work orders. She asked if she could call me back. She called baxk from ###-###-#### and reduced my price to $433.95. AJ said this price included everything (labor, new clips, new...

molding and tax). She told me this discount was a courtesy approved by a manager, though she didn't provide the managers name. She told me the Safelite technician will be a man named Jason. This is all under Safelite work order [redacted]. This work is scheduled for later today, 1/4/17.  I will advise you once this work is completed and if the price AJ quoted was what I actually am charged.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
That will work for me and yes I will need a rental car and my girlfriend drives me around so the rental will need to be in her name. I have disabilities and she has to still get to and from work. I thank you for settling with me on this and hopefully everything works out on doing this job . Do to that it looks like a hard job to replace this dashboard. My car is my life and I appreciate it and take great care of it. The rental with have to go in my ladies name .and her name is [redacted]. We are sorry that this had to come to this and thanks again for understanding my situation. My number is ###-###-####. if you need to talk about anything. Thanks again

Dear Mr. [redacted],I'm so sorry that you weren't contacted about the failed windshield repair on your 2013 [redacted] Regal. I can understand your frustration due the damage spreading and then to be promised a call from a manager and not having that happen.While Safelite does have a very high success and...

customer satisfaction rate with our windshield repairs, there is no way to predict with any certainty how the already damaged glass will react to the repair process. Therefore we do provide a money back guarantee on our repairs. If a repair cracks out or just isn't satisfactory, Safelite will credit the cost of the repair toward a windshield replacement with us. If the insurance company paid for the repair, the credit would go back to them and the replacement would be subject to any comprehensive deductible on the customer's insurance policy. A copy of our warranty is attached for your review.Because the replacement cost of your windshield is less than your $500 deductible, you would incur the full cost of the replacement out of pocket. We would like to work with you to provide a windshield replacement at the best price possible. Again, I apologize that your windshield now requires replacement and that you weren't contacted by a manager as promised. Please feel free to contact your local Safelite shop for a quote or contact a member of our Executive Service team at ###-###-####.

Dear Mr. [redacted],If you would like the local Safelite manager to view the damages personally, please feel free to either stop into the location during business hours or an inshop appointment can be scheduled. At this time, based on the field managements evaluation of the damages pictured and their knowledge of what damage from our tools looks like, we are unable to accept responsibility for the damages. Your suggestion that our technician didn’t use the proper tools is inaccurate. Tools are supplied by Safelite and our technicians don’t purchase or use any tools that are not authorized by Safelite.I do have to say that bringing this to our attention so long after the time we completed the work does factor into the equation as well. Unless we have some compelling and reliable evidence to the contrary, our determination is that we are not responsible for the damages.