Aloha Pools & Spas of Paducah

I believe that Mr. Cox heard the quote as $354.95 (as seen on the first email) but didn’t understand that was just parts and labor and the email explains the exact amount for disposal, mobile fee and taxes. The CSR tells the customer that there are additional charges but doesn’t have the exact amount when reading the script. All of this is moot because I was able to get the total price below the $354.95 for him JThanks,NancyNancyS[redacted] | Customer Recovery Agent[redacted] * [redacted]

I accept the Business offer at the price given in their response. However I promise you that the price given to me was told to be the 100% out the door price at 354 with all included. Now if the CSR failed to mention other applicable charges then that is on them because I asked what the out the door total would be and I was given 354. Is there a way for me to get a copy of all my phone conversations, or is it against your policy?

I’m very sorry that our attempt to repair the damage to your 2013 Chrysler 300 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.
I apologize that the repair on your vehicle has...

failed. 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 (if you have one) or out of pocket cost would apply. If you are interested in a new windshield please feel free to contact your local shop or you can call our office at 866-212-5457, we will speak to a manager to offer a discount on a new windshield.

Dear Ms. [redacted],I'm very sorry that the windshield we installed on your 2016 Volkswagen Jetta is cracking and the trim isn't flush. We do provide a nationwide lifetime warranty on the materials and our workmanship for as long as you own or lease the vehicle.Please reach out to our Customer Care...

team at 1-866-212-5457 to schedule a no-cost warranty appointment. We are available 8AM to 7PM EASTERN time Monday-Friday. We will be happy to assist you.

I'm very sorry for the damage to the windshield washer hose and the delay in getting this corrected for you. If you haven't already, you should be contacted by the lead technician in your area to get the correct part ordered and installed for you. In addition, we are honoring your request for a full...

refund of the $309.76 that you paid for the windshield replacement. A check will be mailed to the address on file. You should receive the check in 10-14 business days.Again, I apologize for all the inconvenience you have experienced. If you have any additional questions or concerns, please feel free to contact the Executive Service team at ###-###-####.

I reviewed the response made by Safelite Auto Glass in reference to complaint ID [redacted], and I'm very disappointed with your decision.  Safety is first and foremost for my family,  therefore we need to have the side curtain airbag inspected due to the fact that it was the source of the water leak.  See Attachments.  Also, I will have diagnostic testing performed on the service engine lamp.  If  the testing results indicate hidden-water damage, I will demand reimbursement from Safelite for the damages due to the improper installation.    
Regards,
[redacted]

I’m so sorry that trim piece around your quarter glass wasn’t order in a timely manner. We did replace the glass itself on June 17th but we apparently didn’t order the trim piece when we order the glass from the dealer. That was an oversight for which I truly apologize.
 
Our records...

indicate that we did order the part and it was installed on July 5, 2016. Because of our error, Safelite absorbed the cost of the trim piece and you weren’t charged anything for it. Your frustration is understandable and I do apologize for the lack of communication and delays in completing the work. Safelite does appreciate your business and we hope that everything is now satisfactory.
 
If you have any further issues or concerns, please feel free to contact our Executive Service team at ###-###-####.

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

Complaint: [redacted]
I am rejecting this response because: I will not accept this explanation period. There was no impact, and I will not accept this as an explanation of cause. There is equally another long fracture with missing segments next to this. There was no impact on the window. I am the only driver on this truck, and I should know of such a thing. The glass company that replaced the window a second time also stated, although they did not feel it was impact either.

Dear Mr. [redacted]
 
I’m very sorry for the issues you experienced regarding the back glass installation on your 1983 Cadillac Eldorado. In reviewing our notes and discussing the situation with the local Safelite management, we show that you signed a Release of Liability to accept $100 as...

compensation. I have attached a copy of the signed release. After you signed this release the agreed upon amount was increased to $300. We don’t have a copy of an updated Release of Liability reflecting that amount.
 
At this time, I could send you a new form reflecting the $300 amount. Once we receive the signed release, we can mail a check to you. If we don’t receive the updated signed release, the most we could send you is the $100 that you already agreed to accept.
 
Please feel free to contact our Executive Service team at 1[redacted] so that we may send you the updated Release of Liability and verify your mailing address.

Dear Ms. [redacted],
I’m very sorry that our attempt to repair the damage to your 2010 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. As our technician advised you,...

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.
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

they did not say anything about the cowl. They said it was something on the door frame. I just had the cowls replaced last year so they are brand new I have the receipts.

I’m very sorry that you weren’t satisfied with the windshield installation on your 2010 Kia Soul. The claim from your insurance company did not request original dealer glass. The claim was for glass that is of “like kind and quality”. The glass we installed is aftermarket glass that meets all...

the specifications required by law. There can be variations in the glass tint and shadeband color based on the manufacturer of the glass.
With that being said, our records show that a member of our Social Media team responded to you about this issue due to feedback received on October 27, 2015. In that response you were advised that if your insurance provider agrees to pay for the dealer glass, we can order it and install it for you. If your insurance company will not approve the dealer glass, we could still order it but you would be responsible for any cost difference between the approved aftermarket glass and the dealer glass. Another representative attempted to follow up with you on October 31, 2015 and left a message with our contact information. As of November 6, 2015 we have not received a response from you.
Again, I apologize that your expectations weren’t met regarding the replacement windshield. We strive for customer satisfaction and would like to discuss options with you. Please give our Executive Service team a call at ###-###-####. We do appreciate your business at Safelite.

Dear Mr. [redacted],I do understand your concerns and I'm not asking you to allow Safelite to do any work on your vehicle. I'm asking for a copy of the receipt in order to consider it for possible reimbursement. Once that documentation is received we can bring this issue to a fair resolution.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. They sent a technicial to my place of work and replacement my windshield as they indicated they would do on 11/17/2016. I am very much relieved and appreciative of their expediant action takent to resolve my complaint. My confidence in doing business with Safelite has been reaffirmed. Thank you. 
Kinda Regards,  [redacted]

Dear Mr. [redacted]
 
I’m very sorry that our attempt to repair the windshield damage on your 2012 [redacted] Focus 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. In speaking with the local shop, the manager stated that our technician advised you that in a small number of repairs the damage may get larger and Safelite is not responsible for that. There is no benefit to a repair technician intentionally causing the damage to become larger. The technician would not be paid for a repair that isn’t successful and will be charged back for a repair that fails later. Had you decided that you didn’t want to take the risk on a repair, replacement would have been the only option and it would be subject to your comprehensive deductible.
 
I have attached a copy of our warranty, which includes our money back guarantee for repairs. Because your insurance company paid for the repair, they would be credited back the amount paid once a replacement occurs.
 
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. We would be happy to work with you to provide a replacement at the best possible price. If you have additional questions or concerns, please feel free to contact our Executive Service team at [redacted]

Dear Ms. [redacted],Thank you for including the pictures of damage on your vehicle. In one of the pictures, there appear to be a couple scratches that have been covered with touch-up paint. The picture of the door appears to match the pre-inspection picture our technician took. It's not clear what the third picture is but it appears to be in the area of rear fender.In reviewing the notes of conversations with members of our Executive Service team, it appears that the damage you believe our technician caused is on the passenger side wheel well and the passenger side rear door. Prior to beginning the work, our technician had you move the vehicle from the crowded parking lot at your workplace into an area away from other vehicles to prevent any additional damage from occurring. Could you please verify where the damage is that you believe we are responsible for? Also, could you please clarify how you believe the damage occurred when there were no other vehicles in close proximity to your vehicle while the technician was working? I want to assure you that Safelite stands behind our warranty and if we find evidence that clearly indicates we are responsible, we will pay for repairs.Thank you for your cooperation while we work to resolve this issue.

Dear Ms. [redacted],
Thank you for providing the estimate for the door panel on your 2001 Ford Escape. In reviewing everything we have on file, Safelite is will to cover the cost of the door panel replacement as a courtesy. That amount is $392.88, per the estimate you submitted. Because the part is no longer available, we would be able to send you a check in that amount after you sign a Release of Liability.
The Issue of the regulator is a different story. Safelite is not accepting liability for the damage to the regulator. There is no indication on the estimate that the damage is related to anything that Safelite did. We consider the regulator damage to be normal wear and tear. The driver’s window is generally the most used on a vehicle. The mechanism inside the door can receive damage when the glass is broken or over time, it may experience normal wear. Our technician did not “force” the mechanism at any time during the installation. He did have to raise it and lower it multiple times using the button on the door but that would not cause any damage to the window regulator or motor.
I apologize for the delay in responding to your concerns. Our position not going to change regarding the regulator and we are willing to pay for the door panel, as a gesture of courtesy. Please feel free to contact our Executive Service team at 1-866-212-5457 with additional questions or concerns.

Dear Mr. [redacted],
I’m very sorry to hear of all the issues, delays and inconvenience you have experienced regarding the windshield replacement on your 2014 Hyundai Santa Fe. This is certainly not what we want for our customers. It is also not typical of the service that Safelite is known for.
In...

reviewing our notes, I did find that you provided feedback about the difficulty in scheduling the first windshield replacement and getting the correct part installed. After several appointments with aftermarket replacement glass, it was determined that we needed to order the correct original manufacturers glass from a dealer. The rescheduling and waiting must have been terribly frustrating. I sincerely apologize for that experience.
Regarding your most recent experience, I do see that we were able to complete the installation on November 5, 2015. We were contacted on October 26, 2015 because your rear view mirror had fallen and it was our understanding that it just needed to be reattached. When you brought your vehicle into our Safelite location, we realized that there was a chunk of glass that was taken out of the windshield when the rear view mirror fell. When that occurs a full replacement is required. Because we needed to replace the windshield with original dealer glass, it needed to be ordered. The lead time for dealer glass is generally 3-5 business days. As soon as we received the parts, we contacted you to schedule the replacement.
We truly appreciate your business and your feedback. We can only improve when we find out how we have fallen short. If you have any additional questions or concerns, please feel free to contact our Executive Service team at ###-###-####.

I'm very sorry that you continue to have water leaking into your 2002 Chevrolet Impala. I've been in contact with the shop manager and I see that there is a no-cost warranty appointment scheduled for you in our [redacted], TX location today at 10AM. We will be replacing your windshield again at our...

expense and we will be paying to have the front driver and passenger areas detailed due to the water leak. We are providing this as a courtesy as we have not been able to truly identify that the water is coming from the windshield area. If the leaking continues, this would be an indication that the windshield is not the source of the leak and you should take your vehicle to your local dealer to find the true cause of the water leak.Again, I apologize that you have been dealing with water leaking into your vehicle. If you have any further questions or concerns, please feel free to contact the [redacted], TX Safelite location or call the Executive Service team at ###-###-####.