Aloha Pools & Spas of Paducah

I am rejecting this response because: I would have never let Safelite do this job had they informed me of the cowl! I know the cowl was a little weathered, but the Tech ripped off a good 9 inches & apparently through it away. I could have glued it back on! No but instead I have to buy a brand new one for $85 from the dealer plus labor because of your failer to keep me my good piece of rubber! I know what it looked like before the job, & it did not warrant a brand new piece! Your Tech destroyed that piece! He failed horribly! Shelling out the $250 was hard. Let alone  another $85 plus labor! I would like reimbursement of the cowl rubber that he through away that 9 inch piece was still good! Your business ethics are undesirable!    Sincerely.  [redacted]
Regards,
[redacted]

Thank you for getting resolution for this issue.  I received a check from Safelite yesterday that will cover the cost of repairs to my vehicle.  I still would NOT recommend this company for work, I had poor experiences with two different shops in two different states, both shops caused significant damage to my brand new truck, which tells me that none of their "technicians" are properly trained.

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

I just want to let the better business know that you said you were late in replying and to give your finding.Note you guys did not reach out to me regarding the leak until I contacted the Revdex.com. Yes last week I was contacted and you guys set up an appointment to check out my car and found out then it wasn't the windshield leaking.All I ever asked for was to have it check out!My problem with Safelite is I reach out more than twice to ask to have my car checked out, the leak did not start until after the windshield was installed so I thought that's  were the leak was. I stated that when I called and asked for an appointment to have my car check out because Houston was getting much rain and my care was getting we.The customer service I received( prior to the appointment) was awful, they were very rude, if someone could have just looked at my car it was have saved my car of two weeks of rain in the inside.I will say the Humble office that contacted me last week was very professional.I do not want anything else from Safelite, please note I also will never do business with Safelite again.

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

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]

I feel I was given a brush off blanket answer concerning your customer service rep and really the installation discrepancies on multiple installs.  Although I am happy to know that a rock chip does not void my lifetime warranty at least that is what I got from your reply and hope that is correct.  I have not received any conclusion on how your customer service rep (your voice to the public and customers) was rude, argued with me, and just straight up lied to me to justify how a rock chip does voids my warranty.  Also the individual that installed my windshield said the same thing, which tells me there is obviously some kind of training and/or communication issue within your company that was obviously getting to the customer and should not or we would not be in this situation.  I got off the phone not confident in your company and my decision to do business with Safelite because of your customer service rep and the fact that both windshields installed in 6 months on the same vehicle were not completed correctly.  Please understand I am no stranger to windshield replacements, processes and how our area wears on glass and installation materials.  Other than the 2 windshields replaced recently with your company, I have had 7 windshields replaced (with our local glass place) in 10 years.  So rocks chips are an issue in my area and the fact that our weather can dry out the glue used to secure/seal windshields, it has happened twice.  Both times the issue was fixed no problem for free.  I had no installation issues, they did not forget to install a seal, install a cowling incorrectly or mess up my installation appointment causing me to reschedule my day and appointments.  As an unhappy, disrespected customer that has been wronged on so many levels Safelite still has done nothing to make this right.

Dear Mr. [redacted],
I’m very sorry for all the issues regarding the windshield installation for your 2015 Toyota Highlander. I do show that we brought out the incorrect windshield on 2 different dates. There are in fact 9 different windshields made for your vehicle based on the features and...

sensors that the vehicle has. It appears that we selected the incorrect windshield on 3 different occasions. I do see that we weren’t able to install the windshield on one occasion due to weather. Based on the part the technician had that day, we wouldn’t have been able to install it regardless of the weather because it still wasn’t correct.
I want to assure you this isn’t typical of the service that Safelite provides and I regret that this did occur. Safelite would not behave in a fraudulent manner and we work with many insurance providers to identify and prevent fraudulent insurance claims from other glass providers.
I do show that you had [redacted] install the correct windshield for you. I’m sorry that we let you down and we weren’t able to provide the service for you. If you have any additional questions or concerns, please let us know.

I apologize that our previous response regarding the windshield replacement on your 2010 Kia Soul didn’t address all your concerns and wasn’t satisfactory.
I’ll attempt to address all your concerns as indicated in your rejection.
1.       All aftermarket glass is made to the same specifications as the original manufacturer’s glass. It is
required to meet the same Federal Motor Vehicle Safety standards for safety, light transmission, and structural integrity. There can be slight (usually not significant) variances in the tint and shadeband colors between manufacturers and between batches of glass from any manufacturer, including the original manufacturer. Our records don’t indicate EXACTLY how the glass installed differs from the original glass. If you could provide specifics, we would be happy to address them.
2.       You stated that the technician had “gone through your car”. Specifically, that a sticker you had
removed from your damaged windshield had been placed on the new glass. A technician may do this as a courtesy to the customer if he or she believes that it most likely is needed on the new windshield. In addition, some papers that had been on the floor of your vehicle were placed on the seat. This may have occurred so the technician didn’t step on them or get them dirty while working inside your vehicle. I’m sorry that this was not acceptable to you. It was done in order to be courteous and not to invade your privacy.
3.       The claim filed with your insurance provider didn’t specify that OEM or dealer glass was requested.
Your insurance claim indicated that your windshield should be replaced with one that was of “like kind and quality” as the original. That is what your insurance provider agreed to pay for under the claim. If you would like OEM (KIA factory glass) it is likely more costly than the aftermarket glass that was installed in your vehicle. If your insurance provider agrees to pay for any additional cost, the claim can be changed to show that and we will order and install the glass with no additional cost to you. If your insurance provider does NOT agree to pay any additional cost for OEM glass, we could still order and install it for you. Any additional cost would be your responsibility.
4.       A member of our Social Media team received your first communication on October 27, 2015. After she
verified that she was looking at the correct work order, she contact the Safelite shop prior to sending you a reply. That reply included the information that your glass claim didn’t specify OEM glass and you were informed by the local Safelite shop that the glass that we had available was aftermarket glass. You advised them that you needed the glass installed and authorized the aftermarket replacement. The Social Media representative also stated that we could order and install the dealership glass but your insurance provider would need to approve any additional cost and update the claim to reflect the change. We received no reply from you and the file was closed after 24 hours pending a response from you. You were sent an email survey at that time.
5.       On October 29, 2015 we received a survey response from you that the issue was not resolved. On
October 31, 2015 our notes show that a representative attempted to contact you at the only phone number we have on file for you. At approximately, 11:44 AM eastern time the representative left a message with our contact information so that we could discuss the issue further. As of November 4, 2015 we had not received any additional correspondence from you and the file was again closed.
As previously indicated, we strive for customer satisfaction. We do appreciate your business and would like to discuss this further and reach a satisfactory resolution. Please feel free to contact us at ###-###-####.

[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: 10670063
I am rejecting this response because my insurance company [redacted] sent me to Safelite to have the scratch repaired free of charge. The full coverage insurance policy I pay for covers windshield damage. I do not wish to pay $300 out of pocket for a service that should have been free. Because of Safelite's error I now am supposed to pay for a replacement out of pocket?! I pay monthly for insurance coverage that would have fixed this issue. Should I have chosen a different establishment, this likely would not have happened. I am completely livid with Safelite's service provided and for the expensive 'resolution'. It is absolutely outrageous, that you would expect a customer to pay $300 for a service they should have received for free (via their insurance). Should you wish to offer a reasonable amount, I will utilize purchasing a new windshield through Safelite. $30 - $50 I would find acceptable as my insurance would have cost me nothing.

Dear [redacted],I’m very sorry that you had a leak due to the sunroof drain on your 2013 [redacted].         In reviewing our records, I see that we replaced the windshield for you on August 22, 2016. We were first advised of the issue on December 12,...

2017. The manager of the Safelite location in your area has been in contact with the mechanic that looked at your vehicle multiple times since then. According to the manager, he was with the mechanic when you were advised by phone that the issue with the sunroof likely was unrelated to our windshield replacement. Specifically due to the amount of time that had lapsed between the windshield installation and the leak from the sunroof. At that time you advised that you understood and you would be by that day to pick up your vehicle.The mechanic, Dan, is off for the holidays and when he returns he has indicated he will provide documentation that we aren’t responsible for the leak or any damages associated with it.While this situation is unfortunate, Safelite isn’t responsible and we must respectfully decline your request to pay for any repairs.

Dear Ms. [redacted],
 
I’m very sorry that our attempt to repair the windshield of your 2014 Infiniti QZ60 was not satisfactory. 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. Therefore, we do provide a money back guarantee for our repairs. What that means is that any amount you paid out of pocket would be applied to the cost of a windshield replacement performed by Safelite.
 
Because of your extreme dissatisfaction, Safelite will refund the cost of the repair back to the credit card you provided at the time of service. This is a one time courtesy and the processing time will be about 3-5 business days. If you are interested in a quote for a windshield replacement, please feel free to contact us at 1-800-800-2727.
 
Again, I apologize that the windshield repair wasn’t satisfactory. Safelite does appreciate your business and we hope to assist you in the future.

Dear Mr. [redacted],
I’m very sorry that you had damage to the windshield of your 2014 Ford F150 so soon after we replaced it. We do provide a Nationwide Lifetime warranty for defects in the product or the workmanship for as long as you own the vehicle. If an object hits the windshield and damages...

it, that is not covered by the warranty.
Our representatives are trained to educate our customers on what is or isn’t covered by the warranty when they call to report such an issue. When our technician inspected the windshield, there was evidence of a rock or some other object hitting the windshield. The “chunk of glass” was evidence that there was an impact to the glass. A true “stress fracture” would start from the very edge of the glass and would cause a linear crack but have no impact point. There is no way to predict when an object might strike a windshield leading to either a repair or replacement of the glass.
Again, it is regrettable that you incurred new damage to your windshield only a month after replacing it. Because new damage is not covered by the lifetime warranty, we will not honor your request to refund you in whole or in part for the windshield replacement done by another glass provider. If you have any further questions, please feel free to contact our Executive Service team at 1-866-212-5457.

Dear Mr. [redacted],I’m very sorry about the miscommunication regarding the claim to replace the windshield on your 2014 Subaru Outback. I first want to assure you that has been cleared up and we were able to confirm the claim is filed as a comprehensive claim with $0 deductible. Safelite did issue you...

a credit on April 6th for the $306.72 you paid for the work. Your bank, or credit card company, should return the funds to your account within 3-5 business days.Safelite performed the windshield replacement on March 26th with the expectation that you would not have any deductible due under your comprehensive coverage. This was the courtesy that an associate was referring to. Rather than make you wait for coverage verification, the windshield was replaced in good faith that we would be paid for the work.We hadn’t yet received coverage verification with any deductible amount that applied. When we received verification from your insurance company, we were advised that the claim had been filed under your collision coverage subject to a $500 deductible. We were provided that information over the phone on March 27th and April 2nd, after we completed the work. We were finally advised that the claim was being corrected on April 6th and we immediately took action to refund you and bill the insurance company.I apologize that prior to the claim error being corrected, you were contacted multiple times to collect the amount due for the installation. Because we were advised by your insurance company that you were responsible for the cost, the Safelite location that did the work attempted to collect from you. I apologize that you felt pressured by our associate or associates. I would like to get additional information about you not being able to use your car. Is this due to a dead battery? Have you been able to determine why the car isn’t running? Do you believe that our technician did something to cause this?

Revdex.com:
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me as long as Safelite fulfills to their obligation. Safelite has stated they will partially reimburse me of $150 as long as I sign a document "releasing of liability." I have not received the document at this time (9/4). I will wait to hear back from them to ensure that they fulfill their obligation that was stated. Safelites Response: 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.

I’m very sorry to hear that the windshield replacement we did on your 1985 Nissan Pickup was not able to stop the water leak. I see that you have been in contact with us through social media as well as contacting the Revdex.com. As a result, we have offered to refund the amount you paid for the...

installation so that you can go to another provider of your choice. We are waiting to receive the signed Release of Liability that was emailed to you on December 28, 2015. Once we receive the signed document we will be able to refund the full amount of $290.78 that you paid.
Again, I apologize for the issue. If you have additional questions or concerns, please feel free to contact us at 1-866-212-5457.

I’m very sorry that our attempt to repair the windshield of your 2013 Honda Accord 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.
Our records show that we were able...

to provide a replacement windshield at no cost to you. The installation was performed on Saturday March 19, 2016 at our home address. I’m glad that we ere able to reassure you of your families safety and install the windshield at a time that was convenient for you.
Again, I apologize that the repair wasn’t successful. Safelite does appreciate your business. If you have any additional questions or concerns, please feel free to contact us. We’ll be happy to help.

Dear Mr. [redacted],
I'm very sorry for the delays in getting the replacement windshield installed on your 2010 Lexus RX350. In reviewing our records, the only phone number we were provided when the job was scheduled was 732-986-4017. A representative noted that a confirmation call was attempted on...

February 22, 2016 but no voicemail was set up and she was unable to leave a message. I see that our technician was able to complete the windshield replacement on Saturday February 27. 2016.
Your experience and feedback have been provided to the Safelite locations upper management and will be addressed appropriately. In addition, we have honored your request for a 20% discount off the cost of your windshield replacement. The price prior to the discount was $397.55. When the order is invoiced you will only be charged $310.15 for the work.
Again, I apologize for the issues. We do appreciate your business and appreciate your fedback. If you have any additional questions or concerns, please feel free to contact us at 1-866-212-5457.

I reached out to the consumer, [redacted] to advise that we will pay the additional $500 the vendor is going to charge for the carpet replacement. I left a voicemail for the vendor, as well. If you need anything else, please let me know.
 
Thank you,
Nancy S[redacted]
Safelite Executive Service Team

Dear Mr. [redacted],
 
I want to apologize for the issues you had with the windshield replacements that Safelite performed on your 2006 Ford F250. I would like to reassure you that you do have a Nationwide Lifetime Warranty in the glass itself and our workmanship, as long as you own the...

truck. If you do have an unresolved problem with the installation of the windshield, please let us know as soon as possible so that it can be rectified.
 
While new rock chips aren’t covered by our warranty, having a chip in the windshield doesn’t necessarily void your entire warranty. If a water or air leak should develop over time, you are correct that having a chip in the windshield shouldn’t completely void your warranty. It would make it more likely that when we pull the windshield to rectify a water leak or air leak the glass would break. However, that is always a possibility when removing the glass. The new damage would in no way cause the leak so your warranty would remain in place.
 
The representatives that you spoke with may have been told at some point that any new damage voids our warranty. That isn’t completely correct. What would void your warranty is if a different glass provider performed any work on the windshield Safelite installed. I regret that you received incorrect information. Also, there is no justification for any Safelite associate to be rude and unhelpful when a customer has questions or concerns. We do have a team of representatives dedicated to handling warranty and customer satisfaction issues. If you need any assistance, feel free to contact the Executive Service team at ###-###-#### and any representative will be happy to help.