Aloha Pools & Spas of Paducah

I am rejecting this response because: The above picture is the result of your so-called repair, I will continue to pursue this matter and will post on every media outlet that I possibly can to earn others of the poor quality of work and customer relations that you truly stand for. Regardless of the waiver at the time the waiver was signed and the time the work was started she was left with no choice but to sign the waiver, all the while trying to watch a child and halting every thing for this poor excuse of a repair. Not to mention when the technician himself was complete with the job he himself stated he wasn't happy with the work. I will continue to warn others to not utilize your company, as I have already convinced four people to cancel future repair work with you. Being that I work with Soldier's who utilize USSA in which you work with it will become my personal mission to ensure they are protected from such a horrible experience.Regards, [redacted]

Dear Mr. [redacted],
 
I’m very sorry that our attempt to repair the windshield damage on your 2004 BMW 325 wasn’t successful. 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. Our technician did have you sign a pre-authorization before beginning the work. I have attached a copy of that document. The information in that document includes a statement indicating that in a small number of repairs the damage may get larger and Safelite is not responsible for that. You authorized the repair attempt by signing the document on the technicians mobile device. Had you decided that you didn’t want to take the risk on a repair, replacement would have been the only option. I have attached a copy of our warranty, which includes our money back guarantee for repairs.
 
There are several factors that play a role in completing a successful repair. These include but are not limited to:
 
·         The age of the damage
·         The size and location of the damage
·         Glass is an unpredictable and sensitive material
 
Again, I apologize that the attempt to repair your windshield wasn’t successful. While Safelite does understand your frustration, we are not responsible for the already damaged windshield ultimately requiring replacement. If you have additional questions or concerns, please feel free to contact our Executive Service team at ###-###-####.

This spa was purchased at the Paducah Aloha location. You need to call our service department if this is still an issue ###-###-####. The confusion was probably because you contacted the Jackson, TN Aloha and not the Paducah store. The Aloha stores are owned and operated independently. Since you...

purchased this spa at the Paducah location, warranty work (if it ends up being a warranty claim), should be processed through that location. The prior service manager is no longer with the company so, give is a chance to take care of you. There were a lot of issues we're finding with regards to things he was doing, and telling our customers. That is not how Aloha runs its business, and we are making corrections internally to address said issues. We have a new service manager so, if you desire to have us look at your spa .. we can do that.

Dear Mr. [redacted],
I apologize for the delay in responding to your phone call about a gift card or some sort of compensation for your inconvenience and frustration due to the amount of time it took to receive the parts and replace the windshield of your 2015 Ford Explorer.
A member of our Executive Service team spoke to you on Wednesday 12-9-15 and an agreement was reached to have Safelite send you a check in the amount of $100, as a gesture of customer courtesy. The check request was submitted on the same day and you should receive the check in about 7-10 business days.
Again, I am sorry for your negative experience. We do appreciate your business at Safelite and wish you all the best this holiday season.

Dear Mr. [redacted],
I'm very sorry for the misunderstanding regarding the quote for the replacement windshield on your 2015 Nissan Murano. The quote you received online was a cash quote assuming no insurance claim would be filed. The higher amount of $808.80 is the amount your insurance provider would...

agree to if a claim was filed. If you had comprehensive coverage on this vehicle, you would be responsible for your deductible and any remaining balance would be paid by your insurance provider.
On Monday February 15, 2016; a member of our Executive Service team left a voicemail message for you indicating that the cash price you would pay for the windshield replacement coincides with the online quotation you received. If you would like to schedule the replacement, please contact the Safelite scheduling department at ###-###-#### and reference this work order: [redacted].
Again, I apologize for the misunderstanding. We look forward to being able to provide a brand new windshield for you at the price you were originally quoted.

Dear Mr. [redacted],
I'm very sorry to hear that there were issues with the Advanced Driver Assist Systems after the installation of the windshield on your 2011 Audi A8. In reviewing our information, we did perform the installation on September 22, 2015. As part of the consent agreement to perform...

the work and acknowledgement that your vehicle has a forward - facing camera that may need recalibration, you agreed to check with your dealership as soon as possible after the windshield installation. In your case, it was approximately 2 months after the windshield installation. Our warranty specifies that you have 30 days from the date you were aware of a warranty issue to let us know. Also, we need to be able to view the vehicle and assess whether the issue is truly covered under our warranty prior to you having the work completed.
What that means is that if you believed that Safelite may have been responsible for any damages we needed to be advised BEFORE any repairs were made to the vehicle. We needed to have a chance to confirm whether or not the problem was due to our installation. We did not have that opportunity and therefore we are not accepting liability for any damages. If you are able to provide documentation from the dealership stating specifically that Safelite caused damage and caused you to incur expenses over and above the recalibration, we will certainly review it and take it into consideration for possible reimbursement. We would not cover the cost of the recalibration because you acknowledge that you knew you would be responsible for that amount.
If you have the above-mentioned documentation, please feel free to contact our Executive Service team at 1-866-212-5457 and a member of the team will discuss the review process and how to submit the paperwork. This is not an agreement to reimburse any or all of the amount you are requesting, simply an offer to review it for further consideration.

Petty Officer [redacted],
 
I’m very sorry for the issues and delays that occurred after we installed a windshield on your 2009 BMW 328. Our records show that we have an appointment scheduled for today, August 9th, to correct everything under warranty. The technician is scheduled to arrive...

sometime between noon and 2pm and he will contact you prior to his arrival.
 
It is our expectation that after today’s appointment everything will be completed to your satisfaction. Again, I apologize for the delays in receiving parts and getting the appointment scheduled. Safelite does appreciate your business. If you have any additional concerns, please contact us at ###-###-####.

Dear [redacted],
I’m very sorry that the interior and exterior of your nearly new 2015 GMC Sierra were damaged during the door glass installation performed by our Miami, FL location. It must be very frustrating to have waited over 2 months and not yet have your vehicle looking brand new. I...

did receive great news today from our location in Huntsville, AL.
I understand that the manager of the Huntsville location spoke to you and verified that we have received all the necessary party for your vehicle. We have a warranty appointment scheduled for you Saturday April 9, 2016 in our Huntsville, AL location at 8:00 AM to correct all the issues. You have agreed to allow our location to fix everything and our goal is for you to be completely satisfied with the results.
Again, I apologize for the damages and the delays in getting all the parts to fix your vehicle. We do appreciate your business and your patience. If you have any additional questions or concerns, please feel free to contact our Executive Service team at 1-866-212-5457 or contact the Huntsville, AL location directly.

Dear Mr. [redacted],
I’m sorry to hear that there is damage to the front bumper of your 2006 Lexus IS 250. I have been in contact with the local Safelite management team to discuss what occurred on the day of installation as well as when you returned the next day after discovering the damage.
The...

damage is very low on the bumper below the fog light. This is not an area that our technician would be accessing while removing or installing a windshield. I assure you our shops take great care when bringing a customer’s vehicle into the shop and performing the work. My understanding is that you completed a thorough post inspection after the work was completed and no damage was noted at that time.
When you went back to the shop the next day, the manager explained that this didn’t appear to be anything that Safelite caused and it most likely was caused by a rock or other road debris. There was no indication that it was related to the work Safelite performed for you.
It is regrettable that you have this damage. It is Safelite’s position that the damage is in no way consistent with anything we did. We will not be honoring your request to repair damage that we don’t believe we caused and is located in an area where the technician doesn’t access when performing a windshield replacement.

Revdex.com:
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.

Dear Mr. [redacted],I’m very sorry that we weren’t able to replace the windshield of your 2005 [redacted] RAV4. I reviewed the notes we have on file regarding this and contacted the local management team to get more insight. The store manager stated he did speak with you on our technician’s phone and...

explained our policy on rust and why we couldn’t complete the job.According to the technician and the store manager, the amount of body rust was more than what we consider to be safe to replace the windshield without repairs by a body shop. Safelite will not knowingly perform an installation that we believe to be unsafe. If there is rust in the pinchweld and installation area the urethane that holds the windshield in place will not adhere properly to the rusted metal. If the rust issue isn’t addressed properly, the rusting will continue to progress. The likelihood of water leaks will increase and the seal around the windshield may fail if it has nothing solid to adhere to.Regarding the hardware, the technician and store manager advised that the technician didn’t take any hardware with him. As far as the inspection sticker, they can’t be transferred from the damaged windshield to the new windshield so you would need to replace that even if it was on the discarded broken windshield.Again, I regret that we weren’t able to safely replace your windshield. We don’t have any hardware or any other property that belongs to you. Therefore, we have nothing to return to you.

I’m very sorry that our attempt to repair the damage to the windshield of your 2015 Hyundai Sonata wasn’t successful. Although 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.
 
As a one time...

courtesy, we have agreed to replace the windshield at no cost to you. We have an appointment scheduled for a technician to replace your windshield tomorrow, August 10th, between 8AM and noon. You will owe nothing for the replacement.
 
Again, I apologize that the repair wasn’t successful. Although our technician did nothing wrong to cause the glass to crack out, we appreciate your business and want to keep you as a customer. If you have any questions, please feel free to contact us at ###-###-####.

Dear Mr. [redacted],I’m very sorry that the chrome part of your windshield molding was damaged when we replaced the windshield on your 1976 Ford F Series pickup. In reviewing the details of this ongoing issue, it appears that you did receive our reimbursement check in the amount of $64.71 for the...

cost of the chrome trim that you purchased.
Due to the unique nature of your vehicle and the fact that we were not able to complete the work to your satisfaction, Safelite feels that your best interests would be served by having the installation redone by a company that specializes in glass installation for vehicles such as yours. For that reason, we have offered to refund your insurance company what they paid us for the glass installation. That would allow the same claim to be reassigned to another glass provider that is experienced in replacing glass on classic vehicles. We did reimburse you for the damaged chrome trim and the installation would be done by whatever glass provider you chose to redo the job for you as part of your claim.We do believe that having a different glass company of your choice redo the entire installation is in your best interest. If you would like to discuss this further, please call us at ###-###-####.

Dear Mr. [redacted],I’m so sorry that you have an ongoing issue with the camera system on your 2016 [redacted]. I see that an aftermarket windshield was requested by your insurance company when you made the claim. That wasn’t a decision or error made by Safelite. Eventually it was determined that OEM...

glass was needed in order to restore functionality to all features of your vehicle.When you brought your vehicle back to Safelite in May, our request for authorization to install OEM glass on your vehicle was approved by [redacted]. We ordered the part from the dealer and it was installed on June 2, 2017. When your dealer attempted to recalibrate the camera, they weren’t able to do so.There have been multiple contacts from [redacted] representatives and yourself trying to determine why after multiple windshield replacements, the camera is unable to be recalibrated. The Safelite location has also been in contact with the service manager at the dealership. The most recent conversation I see was on June 12th. In that conversation we were advised that you were going to take the vehicle to a different dealership to have the camera recalibrated. We are waiting to hear from you about the results of that attempt.

I'm very sorry to hear about the wind noise after we replaced the door glass on your 2005 Chrysler Crossfire. I understand that the noise can be a distraction while driving but the vehicle is safe to drive. The glass will not blow out of the opening and it presents no more of a safety hazard than...

driving with the window down or having the volume of the radio turned up high.
In reviewing all the information we have on file, we are currently waiting to receive a hard to locate replacement rubber channel for the door glass. Once we receive that part, we will contact you to have a technician replace that part and adjust the glass to eliminate the cause of the noise.
Regarding the original delays in receiving the glass, I don't have details on what caused the delays. Some possibilities could be delays in transferring the part from a warehouse to your location. Sometimes parts are mislabeled or may be damaged in transit and must be reordered. These circumstances are regrettable and unpredictable. I understand that having to reschedule multiple times is a great inconvenience and I do apologize for that.
Again, I'm sorry that you and your mother have been inconvenienced. We do appreciate your patience as we await the arrival of the needed part. As soon as we receive it, you will be contacted to arrange a time to have everything corrected. If you have any additional questions, please feel free to contact the Executive Service team at 1-866-212-5457.

I am not satisfied with the response of the company. Your tech caused further damage to my vehicle

I spoke to the company again yesterday and they said they are planning on resolving this issue. So not sure if we should still go ahead.

Dear Mr. [redacted],
I’m very sorry to hear that you have new damage to the windshield that Safelite replaced on your 2008 Nissan Frontier in April of 2014. Safelite does indeed provide a National Lifetime Warranty against defects in material or workmanship as long as you own the vehicle. An...

object striking the windshield which causes new damage is not covered by this warranty. I have attached a copy of the warranty for your records. What the warranty covers is water leaks, air leaks, issues with moldings, defects in the glass itself or our installation. Objects striking the windshield are completely outside our control and not covered by the warranty.
I understand your frustration with having to replace your windshield again after only a year and a half. Replacing a windshield is an unexpected and generally unplanned expense. We would be happy to work with you to determine if there are any promotions in your area that may save you some money on the cost of the windshield replacement.
Again, I regret that you have new damage to your windshield. Because this is not due to a defect in the materials or workmanship, it is not covered by our warranty. If you would like a quote for a replacement windshield from Safelite, please call our sales department at ###-###-####. Safelite does appreciate your business.

Dear [redacted],I’m very sorry to hear that the windshield repair we performed on your 2014 Ram Pickup cracked out when you went over a pothole. 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....

Windshield repairs are an attempt to prevent or at least delay the need to replace the entire windshield. 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 materialSafelite does provide a money back guarantee for windshield repairs. If the repair does fail, Safelite will credit the cost of the repair back to the original paying party and the replacement is either subject to your Comprehensive insurance deductible or it would be an out of pocket expense. I have attached a copy of our entire warranty and I have included the information from our website about the guarantee for windshield repairs.Windshield repair warranty (from [redacted])The 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.While we are unable to provide a windshield to you at no charge, we will be happy to work with you to provide a replacement at the best price possible. Please give us a call if you would like to get a quote for a windshield replacement.

I will send a written response the next time it rains and I can test the automatic wipers.thank you[redacted]