Aloha Pools & Spas of Paducah

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.

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 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'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 ###-###-####.

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

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.

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 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.

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]

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],
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.

I'm very sorry for the issues after we replaced the door glass on your 2011 Chevy Silverado. I checked with the Safelite location in your area and they had agreed to refund $80 to you for the inconvenience. This should have been credited back to the credit card you used to pay for the original...

installation. If you haven't already seen a credit for $80, you should within the next 5-7 business days. If not, please contact our Executive Service team at 1-866-212-5457.
Again, I apologize for the trouble and delay in responding.

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.

Dear Ms. [redacted],
I’m very sorry that our attempt to repair the windshield damage on your 2007 Chevrolet Malibu 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. 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. 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.

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]

I am rejecting this response because:the technician came out for one repair, cracked my windshield more did a second repair which did not work, after he had damaged it further. It's like your giving your technician an out for breaking my property, and in turn costing me money out of pocket when I could have left the chip in the windshield as is and not had issues. You don't seem to see the problem, if I have a crack in my windshield and the repair failed, fine the next step would be to replace. If I have a chip, then your technician cracks it during the repair, I should not be responsible for replacement of said property. He broke my property.The fact that your company can't take ownership of your technicians error is rediculous, and poor customer service. The crack, size of a dime, turned into a 17 inch spiderweb, and is now somehow my fault? I will be pursuing legal action against you company.
Extremely pissed off,
[redacted]

Dear Mr. [redacted],I’m very sorry that our attempt to repair the damaged windshield on your 2012 Volkswagen Tiguan 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. 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.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 no moisture or other foreign matter in the damaged area.In some cases, through no fault of the repair technician during the repair process, the chip or crack may become larger, and we are not responsible for such damage. If that occurs, or if you are otherwise dissatisfied with the repair, we will credit the cost of the repair toward a windshield replacement. If your insurance company paid for the repair, the insurance company will receive the credit, and you may still be responsible for your full deductible. 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. This is your exclusive remedy in the event of a failed repair. This guarantee applies as long as you own or lease the vehicle on which the repair was made and is not transferable.I have included a copy of the pre-authorization you signed explaining the repair process and the possibility of the damage getting worse.With all this being said, we would be able to provide a replacement windshield for $214.88. This special price is offered as a courtesy only and is not an admission of any liability. In addition, Safelite would not be responsible for any aftermarket tinting on the glass.If you would like to proceed with the windshield replacement for $214.88, please feel free to contact the shop directly to schedule.

I am rejecting this response because:bully business practices like these need to stop. You do not stand behind your work and the liability of what your tools are. Regards, [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.

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.