Aloha Pools & Spas of Paducah

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.

[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

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.

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 ###-###-####.

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 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.

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 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 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 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]

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 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 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]

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

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.

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 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.

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

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

Dear Mr. [redacted],Thank you for your patience as our legal team was reviewing your concerns. It has been determined that it makes much more sense to resolve this than go back and forth about the language in the Release of Liability.Therefore, if you could please provide a copy of the original estimate we will send you a check for that amount without the need to sign a release. I regret that any previous copy of the estimate was not saved in our system and I'm unable to view it. Once I receive the estimate, the check request will be submitted. Please allow 10-14 business days to receive the check once the estimate is received. The check will be mailed to the address list on your Revdex.com complaint unless you specify a different mailing address. If you have any additional questions or concerns, please feel free to contact us at ###-###-####.