Aloha Pools & Spas of Paducah

Dear Mr. [redacted],I’m very sorry that we weren’t able to complete the windshield replacement on your 1990 [redacted] 240SX due to body rust and rust in the installation area. Our technicians attempt to identify the existence of rust before removing the moldings and windshield but that isn’t always...

possible. IF the rust isn’t visible until the glass is removed, 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.As a courtesy, Safelite did set up a rental for you through Enterprise car rental but you chose not to pick up the vehicle. Because we were not responsible for the existence of the rust, we declined paying to have your vehicle towed to a body shop or collision center. While it was against our better judgment and against our own policies, we did put the old glass back on your vehicle so you would agree to remove it from our premises.From the details of the complaint filed with the Revdex.com, it sounds as though you had someone else replace the windshield of your vehicle. I regret that we weren’t able to assist you with a safe installation, but I don’t know what settlement you are asking for from Safelite.

Dear Ms. [redacted],
I’m so sorry for the issues you experienced after we installed a replacement windshield on your 2012 Honda Civic. Our records show that a member of our Executive Service team contacted you on July 29, 2015. In that call your concerns about the billing issue and other items...

were discussed and addressed. Please accept our most sincere apology for the stress and inconvenience you were caused by our error. If you have any further questions or concerns, please contact us at ###-###-####.

I’m so sorry that our attempt to repair the chips in the windshield of your 1999 Honda Accord wasn’t successful. While we do have a very high success rate with our repairs, there’s no way to guarantee how the already damaged glass will react to the repair process. Attached is a copy of our warranty...

which includes our policy regarding repairs. Our technicians advise customers before the work is started that there is a possibility that the damage may get larger due to the pressure applied to the glass during the repair process. Our warranty states that Safelite is not responsible for such damage. If a repair isn’t successful, replacement is the only alternative and is subject to any deductible on your auto policy. We have reworked your quote to be able to provide a lower price for replacement of your windshield in our Harrisburg, PA location. The original price quoted was $357.89 and we have been able to reduce that price to $253.29. If you would like to take advantage of this price, please call ###-###-#### and reference quote number [redacted]. This quote will remain in our system until July 10, 2015. Again, I apologize that the repair attempt wasn’t successful. We would like to be able to assist you with a windshield replacement. Safelite does appreciate your business.

Dear Mr. [redacted],
I’m very sorry that the paint on the roof of your 2003 Honda Odyssey was damaged after the windshield installation we did in April of 2013. Our records show that we issued you a check in the amount of $500 on August 20, 2015 and the check was cashed on August 25, 2015. That...

amount was paid as a settlement for paint damage to the roof of your vehicle. It is our understanding that you accepted the $500 with the understanding that this particular issue would now be closed. You do still have a warranty with Safelite for the original windshield as long as you own the vehicle.
Again, I apologize for the damage. If you have any additional questions or concerns, please call our Executive Service team at 1-[redacted]

Dear Mr. [redacted],I’m very sorry to hear that you have scratches and gouges in the paint around the windshield installation area of your 2009 Toyota Sienna. A Safelite technician replaced the windshield for you on June 24, 2016. We were first advised of your concerns on February 27, 2017. Our...

technician did inspect your vehicle and took pictures of the alleged damage. In speaking with our Operations Manager today, I was made aware of his conversation with you about the issue and whether or not it could have been caused by our technician in June. Both he and our Quality Manager reviewed the pictures at length to assess whether we were responsible or not. You were contacted and the possibilities were discussed with the Operations Manager. After careful review, based on their combined years of experience; it was determined that the marks aren’t consistent with any of the tools our technicians use to remove the windshield and/or the trim pieces.Also, in your conversation you indicated that you are meticulous in the care and cleaning of this vehicle and any others you may own. While some of the affected areas are difficult to see, others are quite obvious. It seems highly unlikely that you would not have observed them at some time while attending to your vehicle. Some of the areas are scraped down to the bare metal. With the passage of 8 months time there would be some corrosion or rust in a few areas, but there was none observed by the technician nor visible in the pictures.As the Operations Manager advised you, there are times when our tools cause damage to a customer’s vehicle. When that happens, Safelite takes responsibility and pays for the repairs. If there was any possibility that the damage could have been caused by the work we did in June, we would have stepped up and accepted liability. Because it is inconsistent with any damage that our tools might have caused, we must decline your request to pay for the repairs or refund what you paid for the installation.Safelite has no reason to doubt your honesty. We understand that you believe Safelite is responsible for the damage. The facts as we know them don’t support your position. If you would like to discuss this further, please feel free to contact us at ###-###-####.

I am rejecting to supply more information.  My issue has not been resolved as of yet.  [redacted], [redacted], 2011 Honda Civic Vin: [redacted]  WO#: [redacted]Technicians name was Ervin TechNumber [redacted]Also the receipt stats my car has been vacuumed and the exterior windows have been cleaned. This did not happen at all.
Regards,
[redacted]

Dear Mrs. [redacted] –
 
I’m very sorry for the delay in responding to your most recent message submitted to the Revdex.com. After reviewing your account we have come to the conclusion we are going to close the file with collections. I am so sorry for the confusion and the...

inconvenience this matter has caused. If you have any further questions or concerns in the future please feel free to contact our Executive Service team at 866-212-5457.
 
Thank you for choosing Safelite,  we appreciate your business.

Dear Ms. [redacted],I understand your frustration about getting estimates to correct the issues. We want to make sure that you have the work done by a vendor of your choice. We want you to be comfortable with the company that fixes your vehicle. The Safelite shop did attempt to locate replacement moldings for your car but were unsuccessful. You may have better luck by taking the vehicle to a dealer or an upholstery shop near you that may be able to clean the moldings. Getting an estimate will likely be easier by allowing the company to see what they will need to do. We want to make sure that your vehicle is repaired to your satisfaction. We aren't trying to make things more difficult for you, we just want you to be happy with the results.Again, I'm sorry for the damages to your vehicle. We do appreciate your understanding.

Dear Ms. [redacted],
I’m very sorry that you have had ongoing water leak and electrical issues on your 2012 Chevrolet Traverse. When our technician did inspect and test the windshield for leaking, the leak could not be recreated from the windshield. It was Safelite’s determination that the water was...

not due to our installation but due to a leak possibly from a body seam.
If you haven’t already been advised by Safelite or GMC, your vehicle and a number of other GMC models are included in a Technical Service Bulletin released by the automobile manufacturer. The (TSB) is 08-08-57-003C and includes GMC vehicles including the Buick Enclave, GMC Acadia, Chevrolet Traverse, and Saturn Outlook model years 2008 through 2014. This is also listed by the NHSTA under reference number 10024244. The brief description is listed as: FRONT FLOOR WET/MODULE COMMUNICATION LOSS/VARIOUS ELECTRICAL CONCERNS (SEAL SEAM). *NJ UPDATED 3/1/10. *PE UPDATED 09/03/14*LJ UPDATED 2/3/16. *PE
Although I understand your frustration about the ongoing issues, lack of answers, and numerous repairs; this is a known issue by General Motors and isn’t related to the windshield installation we did for you in September of 2014. It is regrettable that you and many other vehicle owners are dealing with this issue but it is something that should be addressed by a dealer or GMC directly.

Dear Mr. [redacted],
I’m very sorry for the issues you have had with the rear defroster and the washer fluid on your 2002 Dodge Durango. In reviewing your file, we had a technician look at your vehicle on August 20, 2015. Upon inspection, our technician found no cut or crossed wires that would be causing the issues. You advised us that you would be taking the vehicle to a body shop to have the wiring checked. At this point we have had no further contact with you about the rear defroster or the washer fluid.
We believe that because our technician found no damage and we have heard nothing from you since August 20, 2015; that this has been resolved and Safelite is not responsible. Please feel free to contact our Executive Service team at ###-###-#### with additional questions or concerns. Safelite does appreciate your business.

Dear Mr. [redacted],I’m so sorry to hear of the issues you have experienced due to the windshield replacement we performed on your 2013 GMC Sierra.We reviewed the calls that took place with a member of our Executive Service team to verify what information was provided. I apologize that you were given...

some incorrect information. You were advised that the technician that did the installation was a contractor and not a Safelite associate. That isn’t correct. All of our technicians are Safelite associates and they receive extensive training before becoming Safelite certified.Our representative also led you to believe that she could get the amount you paid for your installation refunded. While she had no authority to do so, we will honor that statement. We will credit the entire amount of $314.47 back to the credit card provided at the time of service. Please allow 5-7 business days for the credit to be reflected on your account.Again, I apologize for all the issues and the misinformation. Safelite does appreciate your business. If you have any further questions or concerns, please feel free to contact us at ###-###-####.

I apologize for the damages that were caused to your 2009 Hyundai Elantra due to the windshield that was installed. Our notes indicate that we are accepting responsibility for the damage and will pay for the repairs. We requested that you provide and estimate from a body shop of your choice, we will contact the shop and make payment arrangements.
If you have further questions or concerns please feel free to contact your local Safelite Shop or you can contact our Executive Service team at 1-866-212-5457.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. Though the process was quite a hassle, the result I wanted has occurred.Regards, [redacted]

Dear Ms. [redacted],
I’m so sorry to hear that after we replaced the windshield on your 2014 [redacted] Malibu, your windshield wipers weren’t working and there was damage to the interior of your vehicle. I know it can be frustrating, especially when it occurs on a holiday weekend and it’s not possible...

to reach anyone to assist you.
In checking our records, I show that we did complete all repairs under our warranty and at no cost to you on July 8, 2015. I hope that the repairs were done to your satisfaction.
Again, I apologize for the inconvenience and concern this issue caused you. We do appreciate your business at Safelite. If we may be of additional assistance, please contact our Executive Service team at ###-###-####.

Dear Mr. [redacted],I apologize that you weren't able to get the explanation for the price difference. I'll be happy to explain how the pricing was determined.Insurance providers such as USAA, provide the price they will pay to any glass provider when a claim is filed. That is the price you were quoted...

when your insurance information was used.The lower price you were quoted, was the retail cash price provided to customers in your area for your vehicle. The cash price may be higher or lower than what your insurance company sets as the price for the installation.If you have any additional questions or concerns, please feel free to contact our Customer Care team at ###-###-####.

Thank you for your great job for Revdex.com and the consumer.I was out of country when I received Safelite's last respond and I was not able to respond. They have already credited my credit card. I can not accept their offer to free replacement of the badly fixed windshield since I have lost confidence in Safelite after doing business with them for many years.Thank You,[redacted]

Dear Mr. [redacted],
Thank you for your reply. A request to credit the full amount paid for the repair is being submitted today. You should see the funds in the account in about 5-7 business days. If you have any further questions, please feel free to contacct our Executive Service team at 1-866-212-5457.

Dear Mr. [redacted],I do apologize for the delay in getting the attached Release of Liability to you. If you could sign, date and return the release to us, we will issue the check for $125.00. Please allow 10-14 days to receive the check in the mail.

Dear Mr. [redacted],I'm very sorry that the rain sensor didn't work after we replaced the windshield on your 2004 Lexus LS 430. In reviewing the file, it appears that we made several attempts to correct the issue and eventually replaced the windshield, rain sensor, and other miscellaneous required...

parts with factory parts. This was all done at no cost to you under our warranty. I apologize that it took quite some time to rectify the issue and you experienced inconvenience during that process. If there is anything else we can do to assist you, please call ###-###-####.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
*  I want my car fixed and have this going to court they will be served soon about this.