Aloha Pools & Spas of Paducah

Dear Mr. [redacted], I’m so sorry that the windshield we installed in your 2012 Chevrolet Cruze has distortion in the glass. In an attempt to rectify this issue, we have replaced the windshield on your vehicle. If there is anything you need, please feel free to contact our Executive Service Team...

directly at 866-212-5457.

I am rejecting this response because: You broke it. If your practice/procedure is a 50/50 chance it will work, you should compensate the owner of the vehicle. Not the warranty holder. Civil court is the next step.
Regards,
[redacted] [redacted]

I had some issues with my email and was not able to respond to the reply from Safelight in time. I would like to reopen this case because I do not agree with the response given from Safelight.

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

Dear Mr. [redacted],
I’m very sorry that your rearview mirror fell down on your 2004 GMC Sierra and broke the windshield. In reviewing our notes, I show that you contacted a member of our Executive Service team on July 25, 2015 and an appointment to replace the windshield is scheduled for August 4,...

2015. You agreed that you would pay $125.00 for the replacement and a supervisor at Safelite agreed that we would be responsible for the balance. In addition to the damage caused by the rear view mirror there was an existing crack in the windshield which led to the settlement.
Safelite does appreciate your business. If you have any other questions or concerns, please feel free to call ###-###-####

Dear Ms. [redacted],Could you please confirm that this is regarding a 2012 Volkswagen Jetta for a claim that was called in on May 5, 2017? I wasn't able to locate anything under your name and the phone number provided isn't valid. I did find a deleted work order under Mr. [redacted]'s name for this...

vehicle that was initiated on May 5, 2017.If this is regarding a different vehicle or claim, could you please provide that information so I can assist you?

Dear Ms. [redacted]
I'm sorry that you didn't find our previous response satisfactory. I want to reassure you that the necessary parts have been received and checked for damage. They are in the hands of the Safelite store manager and he has confirmed the parts are correct and undamaged. We do have an appointment scheduled to install all parts on July 13, 2016.
Your frustration and skepticism is understandable. This situation has gone on much longer than is normal, which is regrettable. We look forward to installing the parts for you so that you won't have to deal with this disruption to your life any further.

The information provided in the statements are inaccurate and false.  You stated on 6/29 there was a called made by myself that stated the claim was unauthorized/fraud and I also stated please contact me...  However I wasn't contacted prior to the installation of the windshield, It was also stated that my insurance information was provided to a verification specialist however you did not mention that all that took place after the installation of the windshield.  When I was contacted for payment.  You stated an offer was made to MR. [redacted] of 250 and that is also false and I notified you of that via our phone call...  Bottomline your company neglected to follow policy and allowed a service to be rendered prior to obtaining and providing a proper quote as well as went against violated my rights by discussing and or allowing someone to bring in a vehicle after it was stated the claim was fraud and the information provided was not valid which is clear in the initial email attached so its not fair to say my information was not provided to a third party when a third party's information was clearly provided to me. I think you need to look deeper and see your company is responsible for dropping the ball..

Dear Ms. [redacted],
I am sorry that we weren’t able to perform a successful repair to the damaged windshield of your 1999 Honda Accord.
It appears that you were provided some inaccurate information by your friend that had previously worked for Safelite. As a company, Safelite doesn’t require technicians to have customers sign a “waiver” prior to performing windshield repairs. A few Safelite markets across the US have implemented such a document but it is not a Safelite Corporate document or policy. Also, the repair process does require a “machine” that applies some pressure and uses suction to remove debris and moisture from the damaged area prior to the injection of the resin. There is a short video at our website www.safelite.com that explains more about the process.
Safelite is not able to provide you with a free windshield replacement for reasons that have already been provided. I do apologize for the inconvenience and we would like to be able to provide a windshield replacement for you. If you would like to schedule the replacement at the price of $253.29, please give us a call at ###-###-####.

Dear Mr. [redacted],
I'm sorry to hear about damage to the cowl of your 2013 Volkswagen Passat. In reviewing our files, we did find that the technician documented the damage on the preinspection at 2:48PM on September 18, 2015. In addition, a picture of the damage was taken and time-stamped at 2:47PM...

on September 18, 2015. Both the preinspection and the picture of the cowl are attached and were documented prior to the technicion removing the damaged windshield of your vehicle.
Because this damage existed prior to the technician beginning the work, Safelite is not responsible. If you have any questions, please contact our Executive Service Team at 1-866-212-5457.

Dear Mr. [redacted],I’m very sorry for all the issues you’ve experienced since we replaced the back slider on your 2008 Dodge pickup.First, I apologize that the request to refund the $396.82 back to your credit card fell through the cracks. The refund request was submitted long ago and never got...

processed. I have attached confirmation of the credit to your card and you should see the credit within 3-5 business days.The issue of the glass is a bit more complicated. The glass we installed is an aftermarket part. You have requested only OEM glass to be installed and it has been on national backorder for nearly a year. Tonie did offer to replace the glass with another aftermarket part which is the only one available, fix the water leak, and take care of the rear panel all under warranty and you declined.We don’t want you to have to deal with these issues for an indefinite period while we continue to wait for OEM glass which may or may not become available. We would like to work toward a resolution so you may enjoy your truck again. When discussing options with the field management they seem to be limited. The first option being, have Safelite replace the glass with what is available now, fix the water leak, and have the rear panel repaired or replaced as needed. Another option would be, if you want to have another provider or the dealer fix the issues; you could get an estimate and provide it to us for review. I assure you no Safelite associate is trying to avoid correcting the issues. We have accepted liability for the water leak and the rear panel damage. The stumbling block is that the OEM glass that you want installed isn’t available and the available glass isn’t acceptable to you. We do look forward to hearing from you as to how you would like to move forward. Please feel free to contact our Executive Service team at ###-###-#### regarding these issues.

I’m very sorry that our attempt to repair the windshield damage on your 2012 Ford Focus 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. If the cost of the repair was paid by the customer, that amount would be credited toward the cost of the windshield or their insurance deductible if a claim is filed for the replacement.
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
Because you weren’t happy with the results of the repair, we didn’t charge you for the work. Our technician didn’t do anything wrong while attempting to repair your windshield. Therefore we are not able to provide a windshield 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 1-800-800-2727.
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.

Dear Mr. [redacted],I am very sorry about the inconvenience you have incurred and that you did not receive any follow up. I did read over your complaint and in order to make a determination we would need the invoice of the work from the dealership or body shop you used. Can you please provide...

that to me or the name so I may contact them to get it? Thank you,Danielle D[redacted]

they never intended to fix my windshield. the day arrived in which they were supposed to replace and the tech showed up with NO windshield. If I was your mother,sister or daughter how would you feel about a company that values their negligent employees over their customers.  They pretended to check the windshield and made up an impact point if it was an impact it was due to safelites tech the day of services. I never cleaned the windshield or wipers and haven't even washed my car in weeks yet to this day.we don't have muddy places or dirt roads in which I drive on. The tech that arrived with no windshield told me he was noir going to discredit the services of his friend\coworker and the manager who never seen the windshield argued with me as though I'm at fault.is this the image you want your company to portray.sending this letter viral.The people need to know what to expect if they choose safelite for services.is one but windshield really worth losing multiple possibly thousands of customers.God bless you and enjoy your day.People even your employees aren't perfect and can ,will and in my case has made mistakes

Dear Mr. [redacted],
I’m very sorry for the issues regarding the back glass installation on your 2014 Toyota Tundra. A member of our Executive Service team spoke to you on September 23, 2015 and scheduled an appointment for us to view your vehicle on September 28, 2015 to seal the area where there is a gap.
Also, you will be receiving a $50 gift card from the local Safelite shop as a gesture of goodwill. We do appreciate your business at Safelite. If you have additional questions or concerns, please call us at ###-###-####.

Dear Mr. [redacted],I’m very sorry if there was any misunderstanding regarding the door glass replacement you asked us to perform on your 1991 [redacted] S10 pickup. You initially scheduled the door glass replacement for June 9, 2017 through our website. When our shop called to confirm the job on June...

8th, you advised our technician that there were issues with the door prior to the glass breaking. At that time you were advised that the tech could look at it but you may need to have whatever issues existed repaired before we could replace the glass.That day, you rescheduled your appointment to June 12, 2017 between 12noon and 5pm. On June 12th, you rescheduled to appointment to June 13th. The technician that came out to perform the work on June 13th was not the same technician that confirmed your original appointment. When the glass was replaced there was nothing reported, either by the technician or by you, to be not working or damaged.On June 14th, you contacted our Executive Service team to schedule a warranty appointment because the glass appeared to be off track or wouldn’t roll up. On June 16th, a technician went out but wasn’t able to determine what was wrong nor did it appear to have anything to do with our installation of the door glass. Between June 17th and June 27th, you contacted us numerous times requesting a partial refund because we didn’t fix your door, then a full refund because you thought $320 was too much to pay for just the glass installation. When you spoke to the shop manager, you requested a full refund because you believed you could purchase the glass for less. You also stated that we should come and remove the glass we had installed. The manager told you that we had performed the job we were paid to do, replace the door glass, and we would not be refunding anything to you.Because you were advised that any issue that existed prior to the glass installation may need to be repaired prior to us replacing the door glass and the fact that fixing any door issues is not part of the work we were contracted to do for you; we must respectfully deny your request for a refund.

Dear Ms. [redacted],I’m so sorry that you had issues with loose moldings and then a new crack in the windshield of your 2014 Ford Focus. I would also like to clarify our warranty and our policy about new damage to a windshield. Safelite’s National Lifetime warranty covers defects in the materials...

and the workmanship for as long as you own the vehicle. New damage is specifically excluded by the warranty. When you asked if something struck the windshield just after it was replaced would you be charged for the replacement, the short answer based on written policy is yes. The longer answer is that as a courtesy, a manager may offer a discounted price on the replacement or in very rare situations agree to replace it at no cost. I do see that we replaced your windshield for you at a discounted price per the attached invoice. I apologize that the response you initially received about new damage to a windshield seemed to indicate that Safelite managers don’t all follow policy and that some customers may be treated differently than others. The fact is we are a customer-focused company and we strive to balance what is best for the customer and the business. At Safelite, policy is our foundation and our guide, but we do have some flexibility when it will help a customer or help us to keep a customer. I hope that your most recent windshield replacement went well. If you have any questions or concerns, please feel free to contact us at ###-###-####.

Dear Mr. [redacted],I'm very sorry to hear that our attempt to repair your windshield wasn't successful. In order to further assist you, I will need some additional information to locate the original work order. I have been unable to locate the information with the phone numbers, name, and email address...

provided to the Revdex.com. Please provide the full name as listed on the order, the year make and model of the vehicle, the last 6 digits of the VIN, the work order number if available, and the telephone number listed on the order. If you are in need of immediate assistance please call ###-###-####.

I’m very sorry that we weren’t able to replace the windshield on your 1994 Toyota Land Cruiser. The issue of rust in the installation area is a very important but infrequent occurrence. Our contact center representatives follow a script and listing all the reasons we may not be able to complete an...

installation is not part of that script. There are so many variables that the responsibility to explain any issues such as rust, falls to the technician that first inspects the vehicle. I hope to be able to clarify why we weren’t able to perform the windshield replacement for you. It is standard practice for our technicians to perform a pre-inspection for the benefit of both Safelite and the customer. Any existing damage is documented and pictures are taken prior to the technician beginning the work. Because our warranty covers both material defects and defects in our workmanship, if there is damage found after the installation that wasn’t on the pre-inspection Safelite would be responsible for fixing it. I have attached the only 3 pictures that the technician took of your vehicle. I have requested that these pictures be deleted from the technicians phone. The pictures only depict the areas of rust located in the installation area. If a technician sees visible rust in the windshield installation area, generally all work will stop at that time. Visible rust in the installation area is usually an indication of additional rust under the windshield and trim pieces. If the technician would remove the trim pieces and windshield and more rust was found, the old windshield could not be reinstalled nor would we be able to install a new windshield. The customer would be left with a vehicle having no windshield. The vehicle would not be able to be driven and would need to be towed to a body shop or collision center for professional rust removal and possible body work. A windshield can’t be installed over a rusted pinchweld, the part of the vehicle frame that the windshield sits in. The urethane that holds the windshield in place will not adhere properly to the rusted metal. Therefore the installation would not be safe. Safelite will not knowingly perform an installation that isn’t safe. The guidelines that Safelite uses to determine if the rust needs to be removed professionally are if there is rust that perforates the metal or if there is more than 24 square inches of rust in the installation area. If the rust is minor, we may be able to remove the rust and add primer to slow the progression in the future. Any procedure we perform would not completely eliminate the possibility of rust returning. If you would like to stop into your local Safelite location a manager would be able to view the vehicle and provide a second opinion as to whether a safe installation could be performed or not.

Dear Mr. [redacted],Thank you for providing the receipt for the replacement of the rear view mirror on your 2009 Mini Cooper. As a courtesy, we will be mailing a check to your for the cost of the repairs. This is not an admission of liability, simply a gesture of goodwill.A check in the amount of $421.88 will be mailed to you at the address we have on file. Please allow 10-14 business days to receive the check.