Aloha Pools & Spas of Paducah

I am rejecting this response because: once again as previously stated.....your technician failed to inform my daughter that if the windshield did crack beyond repair safelight will not be responsible.  I have already replaced the windshield and an now seeking reimbursement.  I have attached a copy of the invoice.   I am only asking for the reimbursement of the windshield and not for lost wages to get it replaced at this time

Dear Mr. [redacted],I'm so sorry that your 2014 Volkswagen Beetle was damaged in the Safelite parking lot. This incident has been turned over to our risk management department for handling. Once the Safelite location provides the paperwork, you will be contacted by a member of that team about the...

claim. At this time we are unable to provide you with any other information.

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.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: 11401496
I am rejecting this response because:
Regards,
Gene Chance You have asked what I want done to resolve this issue. I want the correct window installed. That is all I am asking for and all I have been asking for. Call me at 443-635-7975 and let me know the date the car needs to be taken in and dropped off. That will resolve the issue

Dear Mr. [redacted]
*
I’m very sorry for the delay in responding to your most recent message submitted to the Revdex.com. Your response indicated a lack of clarity regarding the possibility of the windshield damage getting larger and who would be responsible for the cost of the replacement windshield.
 
As a courtesy, Safelite will be providing a windshield replacement at no cost to you. Please feel free to contact our Executive Service team at ###-###-#### or contact the Safelite shop directly to schedule the replacement.
 
Again, I apologize that the repair cracked further and that you were not fully advised of the replacement procedure. Safelite does appreciate your business and we look forward to scheduling the windshield replacement at your convenience.

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.

Dear Ms. [redacted]
I’m very sorry for the misunderstanding regarding the invoice for the windshield replacement on the 2006 [redacted] Express van under the company name of [redacted]. Our representatives do ask for credit card information at the time of scheduling but if we are provided with...

valid claim information nothing should be charged to the credit card, unless you have a deductible to pay. With State Farm, the claim must be filed by the policyholder. The claim information will not be accepted from Safelite alone. As soon as you advised that you wanted to file a claim and you had State Farm insurance, you should have been connected to [redacted] at [redacted] the third party that takes glass only claims for State Farm.
At this time, I do see that the entire amount billed to your credit card is being credited back to that card. In order for Safelite to be paid for the work that we have completed, we will need your assistance with filing a glass claim. Please feel free to contact our Executive Service team at [redacted] or you may contact [redacted] directly and then provide us with the claim information so that we may submit a corrected invoice for payment.

Dear Ms. [redacted],I'm very sorry that you haven't received the refund that was promised. I found that the check request that was submitted didn't get processed. Another request was submitted today, December 19th. The check should be mailed out today. I will document the check number once it is generated. I will be happy to send the information to you and check in about 14 days to make sure you received the funds. Please feel free to contact our Executive Service team at ###-###-#### if you haven't received the check by January 4, 2017.

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]

THE LAST INSTALL WAS DONE ON 12-18-13 AND THE AGAIN THIS MONTH.

I am not a glass expert, Safelite is. If the OEM was needed in the first place, they should have advised me to get the right equipment from [redacted]. The vehicle is now at a body shop where it has been evaluated by [redacted] and I am waiting to hear back on their decision. I didn't take the car to the dealership as I stated because [redacted] took over with the claim but I am sure Safelite will continue to be involved as they likely damaged the camera system and now I have been without my car for a month. 
Regards,
[redacted]

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

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.

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]

I am rejecting this response because:I drove into Safelite with a broken back window. In order for the tech to get to the back window he disconnected the terminals that lead to the airbags.That is a complete lie when stating they didn't disconnect the airbag before installing the glass. The only static electricity was from the technician disconnecting the airbags to replace the back window. The airbag connections must be taken off in order to replace the window. The technician told me that himself from Safelite. He told me when he reconnected the airbags that's when the light came on,only after he reconnected it. He told me that's how it was done and he wasn't sure how or why it was staying on. Furthermore, Eddie the manager told me to go to Ford and have it looked at and without a doubt stated they would take care of it. Only when they realized the severity they dishonored the claim. Ford only will tell you that there was a short or static interference or someone hit the module. They aren't going to say safelite was at fault but the bottom line is they took my vehicle apart absolutely disconnected the airbag and reconnected it causing the short or interference. It seems kind of ironic that the airbag light went on only after they touched my vehicle. If something was hit or a wire was crimped it came from the tech taking it apart. I drove the vehicle for 3-4 days before the window was fixed. There was no airbag light on until I drove the car out of Safelite. So between the time I drove in with no airbag light on and drove out two hours later with the airbag light on who caused the static interference? I am beside myself! The technician made a mistake and crimped a wire or hit something inside where the module is. That is the only logically possible way this happened.
Regards,
[redacted]

I am rejecting this response because a Safelite technician damaged my vehicle and management refuses to assume responsibility. The technician did not state in his pre inspection report any damages to the roof of the exterior of my vehicle because there no damages to it beforehand. As reflected in the attached picture, which was taken immediately after the technician installed the window, my vehicle was not dirty and it is never kept in a dirty state. Management's decision is based solely on two pictures taken by another technician and his opinion about one of the six areas of paint removed by their technician. No paint professional has officially given an expert opinion about the condition of my paint job, before Safelight made their decision.

Good Afternoon,I apologize for the delay in responding regarding the 2005 BMW Z4. We are sending you a full refund of $367.02 by check. It will be made payable to Bavarian Automotive and mailed to [redacted]  Orlando, FL [redacted]. Please allow 7-10 business days to receive the...

check.Although I don't have a truly detailed history explaining why it took so long to take care of your customer, I do have notes indicating that the original windshield was the incorrect part. I also do have a notation that on at least one occasion we received a defective piece of glass. I'm so sorry that this has affected your relationship with a long time customer and with Safelite. You are absolutely correct, things happen in business. The most important part is to do what's right. I regret that it took so long to make things right.

Dear Mr. [redacted],
I’m very sorry to hear that you aren’t happy with the back glass installation on your 2014 Toyota Tundra. In reviewing the notes on file, it appears that aftermarket glass was installed on your truck and the fit was slightly different than the original glass on the vehicle. We...

received a call about a water leak from the back glass and a no cost warranty appointment was scheduled. We were not able to duplicate the water leak. Although there was no water leak found, you requested that we install the OEM glass instead of aftermarket glass.
Your insurance provider declined the request to install OEM glass as there was no problem with the aftermarket glass or the installation we had already completed. If you would like OEM glass installed, you would be responsible for the entire cost of the glass and the installation.
Again, I apologize that you aren’t completely happy with the work that we completed. We weren’t able to find any water leak after the work and your insurance company will not agree to pay for the OEM glass installation. If you would like to have the glass replaced with the OEM version, we could do that if you agree to pay for the work out of pocket.

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 Ms. [redacted],
I’m very sorry to hear about the issues you reported after the windshield installation on your brand new 2015 Toyota 4Runner. I understand your frustration and lack of confidence in Safelite. Your request for a partial reimbursement in the amount of $150 has been approved. We will...

be in touch with you regarding a Release of Liability and will need to receive that signed document prior to issuing the reimbursement. We will be able to issue a credit for $150 to the credit card used to pay your deductible at the time of service.
Again, I apologize for your negative experience. Safelite values your feedback and we will use this as an opportunity to improve. Please contact our Executive Service team at ###-###-#### with any additional concerns.