Aloha Pools & Spas of Paducah

My name is [redacted] and I am a service/parts representative for Aloha Pools and Spas in Paducah Ky. This letter is being submitted to you in regards to a customer complaint that we received from your offices dated 11/3/2015. Below is a description of action took upon receiving customers phone...

call to schedule appointment for spa service call. 
  Customer was informed on day of contacting our store that our personnel was limited and that our spa service calls were backed up several weeks and that availability was on a first come basis. That we were liquidating our service calls temporarily with another one of our stores and that we would put her on the list. Wednesday, November 4th we were able to make the service call to her address and repaired an issue with her spa leaking at no charge to her for her inconvenience in this matter. Upon completing repair, the technician informed Mrs. [redacted] that the power issue to her spa was an electrical issue and not a problem with her spa and she would need to contact an electrician, a service not provided by our company. 
 If there are any further questions involving this matter, feel free to contact me. 
Thank You,
[redacted] 
Aloha Pools 
Paducah Ky
###-###-####
[redacted]@swimaloha.com

Dear Mr. [redacted], I’m very sorry that you weren’t able to get assistance in adding the $20 promo code to your order for a side mirror replacement for your 2014 Honda Accord. I have spoken with the manager of the Safelite location in West Bend, WI and he will be happy to honor the $20 off...

promotion. My belief is that our scheduling system wouldn’t allow our representatives to enter or use the promo code on your order. Therefore you were advised that it couldn’t be used for the side mirror order. We will use this as a training opportunity for our representatives to contact the Safelite shop and have the discount deducted manually. While speaking with the manager in West Bend, he did advise that he has left 2 messages for you this week. He needs to speak with you and verify if you only need the glass or if you need the housing as well for the side mirror. In his 2nd message he left his cell phone number for you to contact him directly. He needs to speak with you to assure that he orders the correct part or parts. Again, I apologize that your request was met with confusion and misinformation from our representatives. We will be happy to honor the $20 off promo code once you speak with the Safelite manager and we are sure we are ordering exactly what is needed.

Dear Mr. [redacted],I’m so sorry that our attempt to repair the windshield damage on your 2008 Acura TL 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. Our technicians do explain the risk of the damage getting larger prior to beginning the repair. 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 structural 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. The specific wording of the money back guarantee is included below.While we must respectfully decline your request to replace the windshield at no cost, we will be happy to work with you to provide a replacement at the best possible price. I do apologize for any unprofessional conduct by any Safelite associate or manager. There is never a good reason the unprofessional or disrespectful behavior toward a customer.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’m very sorry to hear of the issues after we replaced the windshield on your 2005 Chevrolet Cobalt. When we were first contacted about the windshield damage on August 21st, it was requested that we file a comprehensive claim with your auto insurance provider. We were unable to verify coverage at...

the time of the call so our verification team reached out to your auto insurance provider. The cause of the loss was documented on the claim as an object thrown at the windshield while a neighbor’s lawn was being mowed. The windshield replacement was scheduled for mobile service on August 28th.We heard from your auto insurance provider on August 22nd and we were advised that you had no comprehensive coverage on this vehicle. Therefore you would be responsible for the cost of the windshield replacement. You did receive the benefit of receiving your insurance provider’s rate with no additional cost for mobile service and no disposal fee.When you completed the customer satisfaction survey, you did advise of the broken glass in the vehicle and lack of contact after the technician completed the work. In addition, you stated you weren’t advised of the cost of the work prior to the technician’s arrival. I do apologize for these issues and your inconvenience.In speaking with the Safelite location manager, he stated he wasn’t aware of your complaint about the technician providing information to a third party about the glass damage prior to your complaint to the Revdex.com. Our technicians would have no way of determining how the damage occurred or who would be responsible. A technician would have no way to speculate about whether the damage might be due to something a customer did, only that something struck the windshield.If you could provide official documentation from the responsible party that they are refusing to pay for the damage due to what our technician said, including what our technician said; we will be able to look further into this. At this time, we are denying your request to refund the cost of the work pending the receipt of this documentation.

Hello: I want to continue with my complaint because I don't want other individual will go through what I went through with Safelite. They didn't tell me ahead of time that by fixing the small crack may lead to a bigger problem. So, what's the use of repair? 8 years ago, I have one of my car have a windshield chip and Safelite repaired with no problem and I don't need to replace the whole windshield. They need to be more careful and responsible.

I’m so sorry for the delay in responding to your concerns about your request to have an OEM windshield installed on your 2013 BMW 328 convertible. In checking our records, there was a delay in requesting approval from your insurance provider for the dealer glass. Once we did make contact the...

request was denied. The contact should have been made in a more timely fashion.
 
At this time, you have requested the work be performed by a different glass company. The claim has been assigned to [redacted] Glassworks. Your insurance provider, [redacted], is still denying your request for dealer glass. Unfortunately, Safelite is unable to assist you any further with your request.
 
Again, I apologize for the delays. I regret that we weren’t able to earn your business. Please feel free to contact us at ###-###-#### with any additional questions or concerns.

Dear Mr. [redacted],I’m very sorry that the hood of your 2001 [redacted] F150 wouldn’t latch after we replaced the windshield. I understand that a technician was able to assist you, at no cost, during a warranty appointment on November 29, 2017. That Safelite technician was able to verify that previous...

front end damage had pushed in the hood and front bumper. He was also able to secure the latch into place so the hood now closes and functions properly.When the first technician popped the hood to do the windshield replacement, the pressure that had been holding everything closed was released. Therefore, the hood wouldn’t completely latch into place.I want to reassure you that Safelite is not in the business of taking advantage of our valued customers. I’m happy that we were able to identify and resolve the potentially hazardous issue.

Dear Ms. [redacted],I'm very sorry that there was damage to the interior of your 2007 Lincoln Town Car after we replaced the windshield. I understand your frustration since you initially reported this to us in May 2016. I have been in contact with the field management to discuss what we have and haven't...

been able to do to assist you.Safelite does accept responsibility for the damage to the vent and to the "spray" that is on your interior moldings. We attempted to locate the replacement pillar moldings for your vehicle but they have been discontinued. We had a vendor in mind to attempt to clean the moldings but it appears that they never contacted you.At this time, we would like to ask you to provide estimates for repair, replacement or cleaning of the interior a-pillar moldings. Also an estimate to replace or repair the damaged vent on your dash. If you could provide those estimates for our review, we would be happy to move forward with a resolution.Again, I apologize that the damage occurred and it is taking an unusually long tome to get this corrected. We want to take care of these issues to your satisfaction.

Dear Ms. [redacted],I'm so sorry for the difficulty you had in getting an OEM windshield installed in your 2016 Buick Enclave. At this time, customers don't have the ability to get a quote for or schedule a replacement with OEM glass through our website. Those requests must be handled by a...

Safelite representative in conjunction with the Safelite location that will be doing the work. When OEM glass is requested, a parts specialist must contact a local dealer to get the price and estimated delivery time to the Safelite location.  I do see that we replaced the aftermarket glass with dealer glass on September 23rd. There was no additional cost to you, Safelite did cover the full cost of the replacement.Again, I apologize for the issues. I hope that everything went well with the second installation. If you have any questions or concerns, please contact our Executive Service team at ###-###-####. Safelite does appreciate your business.

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.
Attached are pictures taken on 4/28/15 after we had paid a contractor to dig an area and roughly level the ground before Aloha's contractor came to do the finish grading, as well as pictures taken on 5/10/15 indicating the sand that had been delivered to the area by Aloha along with the water from rain that had occurred washing. There is also no dirt pile as indicated by Mr. [redacted] in his response. The contract with Aloha also states that the contractor does not do any backfill as suggested by Mr. [redacted]. The contract also states they will only do leveling to a max of 12" (inches), so there could not possibly have been a 6 foot pile of dirt as he claims. We do have invoices and scope of work orders from 2 contractors we hired in advance of the install to dig out the area and to build the retaining wall. As Mr. [redacted] has indicated he removed dirt from behind our retaining wall, he is now liable I am sure for any issues that may arise if that wall is breached and were to collapse. I can only assume he needed it to cover up any issues. After the pool was completed and we started filling, Mr. [redacted] told us he would be back the next day to plumb the pool, but it was in fact 5 days later before he showed up. No instructions were given as to how full it should be. When he made a comment about the water level I offered to drain it and was told by Mr. [redacted] he could make do. He attempted to wrap a cordless drill in a plastic bag to secure the screws for the plumbing. I had to tighten them myself later as the filter basket was leaking at the wall of the pool. I have pictures of that as well (that were also sent to Aloha). Now I find he has pictures of my family on his FB page without my knowledge or permission (which does not indicate any drinking as he stated). This is a violation of my family's privacy and will not be tolerated (I will deal with that matter separately). The fact is the install was poorly done and we now have a pool with structural issues and they are trying to pass the blame. Mr. [redacted] came to the house and alleged that I told him to install the pool anyway, even though he says he told me he didn't have the needed backfill dirt. He is the professional builder and should not have done construction if he felt it was not ready. I never told him to do something that would have gone against his suggestions (again I do not build pools for a living). There are many inconsistencies in his response and many false statements. We still desire to have this pool removed and replaced with a newly constructed pool at Aloha's expense, as we paid in good faith for a NEW pool in good condition and that is not what we have received.Regards,
[redacted]

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. Thank you for listening to my concerns I am great full for the partial refund but even more satisfied for the reassurance that a chip does not void my warranty.  I completely understand that you cannot cover new damage such as a rock chip.  I very pleased to know that the issue concerning customer service will not go unoticed, and that it will be used for future training.  I thank you greatly and hope this will help future customers receive the best quality customer service possible.  I feel you have addressed my concerns with professionalism, and will honestly use this to improve on how customer service handles there customers in the future.  Thank you again!

I am rejecting this response because:While I do thank Safelite for responding to my complaint, I must reject Safelite's solution to my complaint. The response did not address the fact that the windshield was cracked without an impact point prior to damage in another section of the windshield being damaged by external factors, which was not the basis for requesting a warranty repair. Saftelite has continued to not address that fact.Absent corrective action from Safelite on this matter, I will be referring this to my attorney to recover damages from the cost of replacing the defective windshield.
Regards,
[redacted]

Mr. [redacted],
I understand your concerns and requests. As a result of the recent challenges in servicing your vehicle glass needs, we are not in a position to perform future vehicle glass services for you. While this is certainly regrettable, it is necessary.
Regards,
Farren P[redacted]

I am rejecting this response because: When I spoked to Safelite representative on April 8th I clearly said , driver side back door glass. Also Geico on their website under my claim  had back door , driver side glass. But I understand people make mistakes. After getting a wrong glass I called Satellite again and ask for DRIVER SIDE GLASS DOOR GLASS again! Your representative promises me to get this time correct glass and EXPEDITE a delivery . Above conversation was on April 25th . So I understand since end of April Safellite was trying to realize what part do I need???  This is explanations is not acceptable . Since that I called your people many times and every-time  your representative was telling me a correct glass is ordered. They just could't tell me when I should have it and I been told they will call me in a day or two to tell me the status of my order. That never happened. I would like to remind you my van is made in USA so 2 months wait for glass is not acceptable. And yes I called other glass  shop and they told me also that I'll wait - 2-3 days! And yes waiting for the glass was very inconvenience for me , like I wrote before I couldn't use my van because I was afraid that my expensive equipment will be stolen since is no glass in back door. Again I'm asking for $380 for my van loan and $90 for the insurance. I would like to settlement in for two months of my van loan and insurance in $940 total.

Dear Ms. [redacted]
 
I’m very sorry about all the issues regarding the door glass replacement for your 2011 [redacted] CX-7. I also regret the inconvenience and discomfort you experienced when you had to take the vehicle into Safelite for warranty work.
 
Our records show that the most...

recent warranty appointment occurred on June 14, 2016. If the issue with the door locks wasn’t resolved at that time, please contact our Executive Service Team at ###-###-####. In addition, as a courtesy, we are sending you a check in the amount of $100. The check was requested on June 14, 2016. It generally takes about 7-10 business days to receive the check in the mail.
 
Again, I apologize for your negative experience. This is not what we want for our customers and we will use your feedback to improve in the future. Safelite does appreciate your business.

Dear Mr. [redacted],I'm very sorry about the damage that occurred while we were replacing the windshield of your 1995 Ford Bronco. Safelite has accepted responsibility for the damages and will pay for the repairs. Our records show that a member of our Client Care team spoke to you on March 2, 2017 about...

the dash being the wrong color. It's my understanding that the vendor is going to get that corrected and Safelite will cover the cost.Regrettably, the moldings are a bigger challenge. With a unique vehicle such as yours, it can be difficult to locate replacement parts that match exactly what was previously on the vehicle. We have been in touch with 9 different suppliers, most that specialize in parts for Broncos, that only have the moldings in chrome and yours were black. We are still working on a satisfactory resolution and you will be contacted once we come up with an answer. Again, I apologize for the damages and the inconvenience you are experiencing. It is our goal to get the repairs done to your satisfaction. We do appreciate your patience and understanding as we are locating the correct parts in the correct color.

Dear Mr. [redacted],I’m very sorry that you had a severely smashed windshield on your 2016 Honda Civic. Safelite did replace the windshield for you in our location. As the attached preinspection pictures show there was a lot of broken glass inside your vehicle. The replacement was performed by the Lead...

Master technician at our Chula Vista shop. The work was performed with the greatest attention to detail.In speaking with the shop manager, I was advised that the technician didn’t “vacuum” the broken glass from the dash area. In order to prevent scratches, the broken glass was blown out of the area and vacuumed from the seats, floors and the shop bay floor. You were also advised that due to the amount of glass and the fact that it can shift while driving; you should turn your a/c vents on high and either cover your face or wear goggles to remove any glass that was still in the vents while protecting yourself from injury. Our shop and our technician did their utmost to protect you and your vehicle while replacing the windshield. They also provided you with detailed information about what the realistic expectations would be after the windshield replacement.We have determined that our technician followed all proper protocols to prevent damage to your vehicle and we will not honor your request to pay for scratches found on or around your instrument cluster. Not knowing how the damage to your vehicle initially occurred, this may be something that would be covered under your insurance claim. I would suggest you contact your adjuster to see if it can be added to the damage on the original claim.If you have any additional questions or concerns, please feel free to contact us at [redacted].

Revdex.com:
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.   However, I would like to note a couple of things.  The email provided by the business to you was NEVER sent to me.  This is not the first time this has happened.  While the complaint is resolved, it was not done so by SafeLite.  They referred me to a 3rd party for an estimate never advising they would take responsibility.  That third party ([redacted]) was FANTASTIC.  They buffed out the scratch at no charge & even provided assistance with unrelated issues at no charge.  Also, I have NEVER heard from the location manager (Angel) and was only contacted by the corporate office after this complaint & assistance from my insurance agent.  I would NOT recommend SafeLite or use them in the future.

Attached is a copy of our warranty which includes the money back guarantee regarding windshield repairs. The specifics of which are: “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 the repair toward replacement”. Because the windshield cracked out during the repair process, we didn’t collect anything from you or your insurance provider. As a gesture of courtesy, we have offered to absorb $250 of your deductible if you have Safelite replace your windshield. You will also receive a lifetime warranty from Safelite on the auto glass and the workmanship for as long as you own or lease the vehicle. We will not agree to pay any portion of the cost to have another company replace the windshield for you. As previously stated, most automobile dealerships don’t perform their own glass work. It is contracted out to a company that specializes in glass replacement, such as Safelite. Also, if you would like the original dealer glass installed, that would require prior authorization from your insurance company. If they deny the request, you would be responsible for the difference in price between the dealer glass and aftermarket glass. That would be in addition to the comprehensive deductible on your auto policy.Again, I’m sorry that the repair attempt wasn’t successful. If you would like to take advantage of our offer to absorb $250 of your deductible, the replacement would need to be performed by Safelite. Please feel free to contact us at ###-###-#### to schedule the replacement.

Dear Mr. [redacted]
I’m very sorry to hear that you have scratches on the windshield of your 2011 [redacted] Edge which we installed on August 2, 2015. The information that we have shows that the scratches were a result of snow and/or ice removal that you performed using a standard snow and ice scraper....

We also show that you spoke with a Safelite representative on February 3, 2016 who advised that this would not be covered under our National Lifetime warranty.
Our warranty includes defects in the materials and the workmanship for as long as you own the vehicle. A copy of the warranty is attached for your records. While scratches made by a snow and ice removal tool would not be covered under our warranty, we understand that replacing the windshield again is not something you expected to happen so quickly. The damage to your windshield is likely covered under your comprehensive insurance. If you choose to file a claim for this new damage, Safelite would be willing to absorb your $150 deductible as a courtesy. If you would like to accept this offer, please feel free to contact a member of our Executive Service team at ###-###-####